This policy outlines the terms and conditions governing orders, order cancellations, refunds, and payments for products and live animals provided by Bengaluru Pets. By placing an order or engaging with our platform and services, you explicitly agree to comply with and be bound by these terms.

1. Contract Formation & Reserve Rights

1.1. Nature of Order Placement: Placing an order on our platform constitutes an offer to purchase by the customer. A contract is only finalized upon physical dispatch/dispatch confirmation of the live animal or product.

1.2. Right to Refuse or Cancel: Bengaluru Pets reserves the absolute right to cancel, decline, or modify any order prior to dispatch at its sole discretion for reasons including, but not limited to:

• Health, welfare, or veterinary unfitness of the requested animal.
• Stock unavailability, breeding/sourcing delays, or transport/logistics constraints.
• System or pricing errors.

1.3. Limitation of Liability: If an order is canceled or unfulfilled by Bengaluru Pets prior to dispatch, our maximum financial liability is strictly limited to issuing a 100% full refund of the amount paid by the customer. Bengaluru Pets shall not be liable for any indirect, incidental, consequential, special, or exemplary damages under any circumstances.

2. Order Modification & Cancellation Policy

2.1. Customer Cancellation Requests

• Modification Window: Requests to modify an order must be raised within 8 hours of order placement.
• Cancellation Window: Cancellation requests initiated by the buyer must be made within 3 hours of payment.
• Cancellation Fees: For buyer-initiated cancellations within the permitted window, the 25% booking advance is non-refundable and is retained as the cancellation fee. Cancellations requested at the doorstep or while the animal/product is in transit incur a 100% cancellation fee.
• Automatic Cancellation: Orders will be automatically canceled if the mandatory booking fee is not paid within 48 hours.

2.2. Seller-Initiated Cancellation

• If Bengaluru Pets cancels an order due to inventory, health, or logistical issues, the buyer will receive a 100% full refund with zero cancellation fees.

3. Payment Policy

3.1. Accepted Payment Methods: We accept payments via UPI (Google Pay / PhonePe / Paytm) as well as Credit Cards, Debit Cards, and Net Banking, processed securely through PCI-DSS compliant payment gateway partners (PayU and CCAvenue). We do not store card or banking details.

3.2. Payment Gateway Charges: A 2% transaction fee applies to Credit Card, Debit Card, and Net Banking payments to cover processing costs. UPI transactions carry no processing charge. Applicable charges are displayed at checkout.

3.3. Booking Fee & COD Policy: A 25% booking advance is strictly required to confirm any invoice. Full Cash on Delivery (100% COD) is not available under any circumstances to prevent fraudulent bookings and ensure live animal welfare.

3.4. Refund Processing & Timelines:

• Approved refunds are initiated within 1–2 working days by our team.
• Reflection in the original payment account takes 5–7 business days (Domestic) or up to 10 business days where the original payment was made from an overseas bank or card, subject to bank processing cycles. Delivery itself remains within India; overseas customers ordering for delivery to a family address in India are refunded to the original international instrument.
• For seller-initiated cancellations, the 2% payment gateway charge is refunded in full alongside the principal amount.

4. Live Animal Return & Health Policy

4.1. 7-Day Return Policy & Purity Guarantee

• Eligibility: Pets can be returned within 7 days of delivery for verified issues such as crossbreeding or severe, pre-existing health conditions.
• Lifetime Purity Guarantee: We provide a lifetime guarantee for the genetic purity of pets purchased through Bengaluru Pets.

4.2. Sickness & Death Claims

• 7-Day Limit: No health claims or refunds will be entertained for sickness reported after 7 days of delivery.
• Eligible Conditions: Health claims are strictly restricted to Parvovirus or Rabies (Puppies/Kittens) or verified fungal infections / blood stools (Exotic Birds).
• Required Documentation: Claims require written certification on official letterhead from an authorized registered veterinarian, including official test reports with the vet’s seal, signature, and registration number.
• Death Cases: A post-mortem report from a registered veterinary officer stating the definitive cause of death (with seal, signature, and clinic contact details) is mandatory.
• Non-Eligible Claims: Minor digestive issues (loose stools, occasional vomiting) resulting from diet changes or environmental stress are strictly excluded.

4.3. Specialized Category Terms

• Handfed Chicks: Due to specialized hand-rearing requirements, no returns, refunds, or health guarantees apply once handed over.
• Doorstep Rejection: Animals with visible physical wounds or hairless patches must be rejected at the doorstep for a full refund or replacement.
• DNA Certificates (Adult Birds): If a DNA sexing certificate is not provided within 15 days of delivery, a ₹150 refund can be claimed upon submitting proof of external testing.
• Vaccination (Puppies/Kittens): If the initial vaccination was not administered for pets under 42 days old, a standard ₹450 compensation will be issued.

5. Dispute Resolution, Anti-Harassment & Legal Framework

5.1. Resolution of Disputes: All disputes, claims, or grievances must be submitted in writing through our official support email (hello@bengalurupets.in).

5.2. Prohibition of Intimidation & Extortion:

• Bengaluru Pets maintains a strict zero-tolerance policy against physical, verbal, or official harassment.
• Attempting to coerce staff, demand unlawful financial compensation, or utilize third-party influence (including public servants, political figures, or law enforcement officers acting outside statutory authority) over a canceled or fully refunded transaction will result in immediate termination of customer communication.
• Any unfulfilled order where a full refund has been tendered constitutes a closed commercial matter.

5.3. Abuse of Process: Frivolous legal notices or misuse of public authority for private commercial disputes will be defended using available legal remedies under applicable civil and criminal statutes (including provisions regarding criminal intimidation and unlawful demand under the Bharatiya Nyaya Sanhita).

5.4. Governing Law & Jurisdiction: This policy and any transaction thereunder shall be governed by and construed in accordance with the laws of India. Any legal proceedings shall be subject to the exclusive jurisdiction of the Courts at Bengaluru, Karnataka, India.

6. Contact Information

Disclaimer: Bengaluru Pets reserves the right to update or amend this policy periodically without prior notice. Customers are advised to review the latest policy version before placing an order.