Terms and Conditions

1. Eligibility and Accounts

You must be legally capable of entering into a binding agreement to use the Platform. You agree to provide accurate, current and complete information and to keep your account credentials secure. You are responsible for all activity under your account.

We may refuse, suspend or terminate accounts that provide false information, misuse the Platform, violate these Terms, create safety risks, or are required to be restricted by law.

2. Pet Owner Responsibilities

• Provide accurate pet, contact, location and appointment information.
• Use the Platform only for lawful veterinary-care related purposes.
• Arrive on time or be available for the appointment slot you book.
• Pay all applicable consultation fees, platform fees, taxes and charges shown before payment.
• Seek emergency veterinary care directly where your pet requires urgent or life-threatening treatment. The Platform is not an emergency service.

3. Veterinarian Responsibilities

Vets who register on DrukPet represent that they hold the registrations, qualifications, licenses and permissions required to provide veterinary services in their area of practice. Vets are responsible for the quality, legality, safety and professional standard of services they provide.

• Maintain accurate profile, fees, availability, consultation modes and service-area details;
• Provide truthful registration, credential, bank, GST and business information;
• Comply with applicable veterinary, tax, consumer protection, data protection and professional rules;
• Use pet owner and pet records only for authorized care and support purposes;
• Honor bookings accepted through the Platform or promptly cancel where unavoidable.

DrukPet may review, approve, reject, suspend or reinstate vet profiles at its discretion for safety, trust, compliance or platform-quality reasons.

4. Services and Marketplace Role

DrukPet provides discovery, booking, payment, communication, record-sharing and administrative tools. We are not a party to the clinical relationship between a pet owner and a vet. Any diagnosis, prescription, treatment, advice or outcome is the responsibility of the treating vet.

Government veterinary facilities may be listed as directory information only. Unless expressly stated, such listings are not bookable through DrukPet, do not represent DrukPet-managed facilities, and may not include reviews, fees or appointment services.

5. Bookings, Fees and Payments

Appointment fees, consultation modes, visit location requirements, platform fees, taxes and other charges are shown before payment. Payments are processed by Razorpay or another authorized payment gateway. DrukPet does not store card numbers, CVV, UPI PINs or netbanking credentials.

DrukPet may collect the full amount from the pet owner and settle eligible amounts to vets after applying platform fees, taxes, refunds, adjustments, disputes, payout rules and compliance checks. Vets are responsible for their own tax obligations unless otherwise required by law.

6. Cancellations, Refunds and No-Shows

Cancellations and refunds are governed by our Refund and Cancellation Policy. You should review that policy before booking. In general, vet or system cancellations are eligible for refund, while pet owner cancellations are refundable only when made outside the stated refund window.

7. Reviews, Content and Records

You are responsible for content you submit, including reviews, pet details, photos, documents and notes. You must not upload unlawful, misleading, defamatory, abusive, infringing or privacy-violating content. We may remove content that violates these Terms or creates legal, trust or safety concerns.

Clinical notes and pet records may be created by vets or shared by pet owners for continuity of care. They are not a substitute for professional judgment, physical examination or emergency care.

8. Acceptable Use

You agree not to:

• Use the Platform for fraud, harassment, impersonation, illegal activity or harm to any person or animal;
• Submit false credentials, forged documents, false reviews or misleading profile information;
• Scrape, copy, reverse engineer, overload, attack or interfere with the Platform;
• Access data you are not authorized to access;
• Use another person's account or share your account credentials;
• Bypass payment, cancellation, approval, access-control or security workflows.

9. Intellectual Property

The DrukPet name, logo, design, text, software, workflows and platform materials are owned by or licensed to DrukPet. You may not copy, modify, distribute, sell, reverse engineer or create derivative works from the Platform except as permitted by law or with our written permission.

You retain ownership of content you submit, but grant DrukPet a non-exclusive license to host, store, process, display and use it as needed to operate, improve, secure and provide the Platform.

10. Privacy

Our handling of personal information is described in our Privacy Policy. By using the Platform, you consent to our collection and processing of information as described there.

11. Disclaimers

The Platform is provided on an "as is" and "as available" basis. We do not guarantee that the Platform will be uninterrupted, error-free, available in every location, or that any vet, clinic or facility information will always be accurate, complete or current.

DrukPet does not guarantee treatment outcomes, appointment availability, vet conduct, diagnosis accuracy, prescription suitability, travel time, home-visit feasibility, or emergency response. You use the Platform and rely on listed providers at your own discretion.

12. Limitation of Liability

To the maximum extent permitted by law, DrukPet will not be liable for indirect, incidental, special, consequential, punitive or exemplary damages, loss of profits, loss of data, loss of goodwill, veterinary outcomes, user conduct, third-party services, or events outside our reasonable control.

Where liability cannot be excluded, our aggregate liability for claims relating to a paid booking will not exceed the platform fee actually received by DrukPet for that booking, except where applicable law requires otherwise.

13. Account Deletion and Termination

You may request account deletion through the Platform or support channels when available. We may retain records required for legal, tax, audit, fraud-prevention, medical-record, dispute-resolution and compliance purposes.

We may suspend or terminate access if you breach these Terms, create risk for users, animals, providers or the Platform, fail verification, misuse payments, or where required by law.

14. Indemnity

You agree to indemnify and hold DrukPet, its operators, employees, contractors and service providers harmless from claims, losses, liabilities, damages, costs and expenses arising from your breach of these Terms, your content, your services, your misuse of the Platform, or your violation of law or third-party rights.

15. Changes to Terms

We may update these Terms from time to time. The "Last updated" date indicates the latest revision. Continued use of the Platform after changes take effect means you accept the revised Terms.

16. Governing Law and Disputes

These Terms are governed by the laws of India. Subject to applicable consumer protection rights, disputes will be subject to the jurisdiction of competent courts in India.

17. Grievance and Contact

For legal, platform or grievance matters, contact:

Grievance Officer, DrukPet
TC 2833-7, Bizhaus Office, Lower Ground Floor,
Pavithra Enclave, C Street, Jawahar Nagar,
Kowdiar, Trivandrum, Kerala — 695003
Email: grievance@drukpet.com
Support: support@drukpet.com
Time: Monday to Friday, 9:00 to 18:00 IST

We aim to acknowledge grievances within twenty-four (24) hours and resolve them within fifteen (15) days, or within the timeline required by applicable law.