Policies & Terms

These are the policies that apply when you shop, book a service or consult a veterinarian on PetMitra. The Master Terms apply to everything; the others add the rules for a particular service. Where a service needs its own consent, you are asked for it before you pay or book.

1. 1Master Terms & ConditionsThe terms for using PetMitra's website, apps, products, veterinary services, bookings and delivery.
2. 2Shipping & DeliveryHow orders are processed and delivered, and what to do about a delayed or missing parcel.
3. 3Cancellation PolicyWhen and how an order, consultation or booking can be cancelled.
4. 4Refund PolicyWhen a refund is available, how it is paid and how long it takes.
5. 5Return, Replacement & Damaged ProductsHow to report a damaged, defective, wrong or missing item and what happens next.
6. 6Non-Returnable ProductsThe product categories that are ordinarily not returnable for change of mind, and the exception.
7. 7Medicines & Prescription PolicyHow prescription medicines are verified, dispensed, used, stored and returned.
8. 8Pet Food & Supplement PolicyChoosing the right food, allergies, food-safety complaints and opened products.
9. 9Accessories & Equipment PolicySize and fit, defective equipment, safety and warranty for accessories.
10. 10Veterinary TeleconsultationWhat a remote consultation can and cannot do, prescriptions, emergencies and refunds.
11. 11Grooming & Pet-Care BookingsWhat a booking covers, safety information, cancellation, provider no-shows and incidents.
12. 12Vendors & Third-Party Service ProvidersWhat sellers and professionals must do, and PetMitra's own role and obligations.
13. 13Privacy & ConfidentialityHow personal, pet and clinical information is handled. The full Privacy Policy has the detail.
14. 14Payments & PricingWhat you see before you pay, third-party payment providers and failed-order payments.
15. 15Grievance RedressalWho to contact with a complaint and how PetMitra responds.
16. 16Acceptance at CheckoutThe confirmations you are asked to give before an order or booking is final.
17. 17Electronic Acceptance RecordsWhat PetMitra records when you accept a policy, and for how long.
18. 18Policy ChangesHow updated policies are published and how earlier acceptances stay identifiable.
19. Refund statusCheck where a refund is.