CANCELLATION & REFUND POLICY

CANCELLATION & REFUND POLICY — PETTXO

Operated by Pettxo Private Limited

Effective Date: 11/06/2026  ·  Version 1.0

1.  Agreement to This Policy

By creating an account, making a booking, or using any paid feature on the Pettxo platform (mobile application, website, or any related service operated by Pettxo Private Limited), you agree to be legally bound by this Cancellation & Refund Policy. This Policy forms part of and must be read together with the Pettxo Terms of Service and Privacy Policy.

If you do not agree to this Policy, you must not make any booking or payment through the Pettxo platform.

2.  Definitions

For the purposes of this Policy, the following terms have the meanings set out below:

Term	Meaning
"Company"	Pettxo Private Limited, a company incorporated under the Companies Act, 2013, having CIN U47912MP2026PTC082658.
"Platform"	The Pettxo mobile application, web interface, and all associated technology services operated by the Company.
"Pet Parent"	A registered user who books a service for their pet through the Platform.
"Provider"	A registered service professional (groomer, veterinarian, boarder, trainer, walker, or any other listed service category) who lists and fulfils services on the Platform.
"Booking"	A confirmed, paid reservation of a service slot by a Pet Parent from a Provider through the Platform.
"Booking Value"	The total amount paid by the Pet Parent at the time of Booking, inclusive of all applicable charges.
"Grace Window"	A time-limited window immediately following payment confirmation during which a Pet Parent may cancel for a full refund without penalty.
"OTP"	The one-time password generated by the Platform and entered by the Provider at the physical commencement of a service, which constitutes the definitive record that the service has begun.
"No-Show"	A booking that ends without OTP entry, without cancellation, and without a dispute raised within the permitted window, as determined automatically by the Platform.
"Pettxo Commission"	The platform fee retained by the Company from each completed or partially-cancelled Booking, set at fifteen percent (15%) of the Booking Value unless otherwise specified.
"Working Days"	Days other than Sundays and public holidays as notified by the Government of Maharashtra or the Government of India.

3.  Payment Obligation

All Bookings on the Platform require full payment at the time of booking. No booking is confirmed until payment is successfully processed. The Company uses Razorpay as its payment gateway partner. By completing payment, you confirm that you have read and accepted this Policy.

3.1 Payment Failure and Pending Payments

A Booking is considered confirmed only after Pettxo receives a successful payment confirmation from the payment gateway.

If payment authorization fails, is declined, expires, times out, or cannot be verified, no Booking is created, and no service obligation arises for either the Pet Parent or the Provider.

Where payment status is temporarily unavailable due to technical reasons, Pettxo may place the transaction in a temporary Payment Pending state while payment verification is completed. If payment cannot be successfully verified within the applicable payment validity period, the pending transaction will automatically expire, and no Booking will be confirmed.

4.  Grace Cancellation Window

4.1  Right to Cancel Without Penalty

Immediately following successful payment, a Grace Window applies. Within this window, the Pet Parent may cancel the Booking and receive a full refund of the Booking Value (100%) without deduction of any cancellation fee or Pettxo Commission.

The Grace Window is unconditional. Neither the Provider nor the Company may override, reduce, or waive it.

4.2  Grace Window Duration

Time Remaining Before Scheduled Service	Grace Window Duration
More than 24 hours	30 minutes
Between 12 hours and 24 hours	30 minutes
Between 6 hours and 12 hours	15 minutes
Less than 6 hours	10 minutes

The timer for the Grace Window commences at the moment payment success is confirmed by the payment gateway. Once the Grace Window expires, the post-grace cancellation schedule in Section 5 applies.

5.  Cancellation After the Grace Window

5.1  Cancellation Schedule

If a Pet Parent cancels a Booking after the Grace Window has expired, the following refund schedule applies. All percentages are calculated on the total Booking Value. The applicable slab is determined by the time remaining between the moment of cancellation and the scheduled service start time.

Time Remaining Before Service at Cancellation	Refund to Pet Parent	Pettxo Commission	Provider Payout
More than 24 hours	90%	10%	0%
Between 12 hours and 24 hours	50%	15%	35%
Between 6 hours and 12 hours	35%	15%	50%
Between 2 hours and 6 hours	20%	15%	65%
Less than 2 hours before service	0%	15%	85%

5.2  How the Slab Is Determined

The slab is determined solely by the time difference between the cancellation timestamp recorded by the Platform and the scheduled service start time. The Pet Parent's local time zone or subjective understanding of the timing is not relevant; the Platform's server-side timestamp is the authoritative and final record.

The slab percentages are fixed and non-negotiable. The Company does not offer pro-rated or discretionary adjustments within a slab.

5.3  Cancellation Once Service Has Commenced

Once the Provider enters the OTP on the Platform, the service is considered commenced. Cancellation is permanently disabled from that moment. No refund is payable under any circumstances after OTP entry. This rule is absolute and cannot be waived by the Pet Parent, the Provider, or the Company's support team.

5.4 Refund Method and Original Payment Instrument 

Unless otherwise required by applicable law or the policies of the relevant payment provider, all refunds are processed only to the original payment instrument used during the Booking.

Pettxo does not provide refunds through cash, bank transfer, alternative payment methods, or user wallets unless expressly required by applicable law or approved by the payment processor.

6.  No-Show Policy

6.1  Definition of No-Show

A Booking is automatically classified as a No-Show by the Platform if all of the following conditions are met:

• The Pet Parent does not present at the service location;

• The OTP is not entered within the scheduled service window;

• The service window ends without the Provider commencing the session; and

• Twenty-four (24) hours pass from the scheduled service time without the Pet Parent raising a dispute in accordance with Section 8.

6.2  No-Show Consequence

A No-Show is treated identically to a cancellation made less than two (2) hours before the scheduled service time. Accordingly:

Party	Amount	Note
Refund to Pet Parent	0%	No refund
Pettxo Commission	15%	Platform fee retained
Provider Payout	85%	Time slot had economic value

No-Show classification is system-automated. Neither the Provider nor the Company may manually designate a booking as a No-Show. The sole remedy available to a Pet Parent who disputes a No-Show classification is to raise a dispute under Section 8 within the permitted window.

7.  Cancellation by the Provider

If a Provider cancels a confirmed Booking at any time before OTP entry, the Pet Parent is entitled to a full refund of one hundred percent (100%) of the Booking Value. No cancellation fee is deducted. The Provider receives no payout and the Company retains no commission on Provider-initiated cancellations.

This right to full refund on Provider cancellation is unconditional and cannot be waived.

8.  Refund Processing

8.1  Method and Timeline

All refunds are credited to the original payment instrument used at the time of Booking (e.g., bank account, UPI handle, credit or debit card, or wallet). Refunds are processed within five (5) to seven (7) Working Days from the date on which the refund obligation is triggered. The Company is not responsible for delays caused by the Pet Parent's bank, card issuer, or payment provider.

8.2  Refund Amounts Are Final

Refund amounts are calculated automatically by the Platform in accordance with the schedules set out in this Policy. No discretionary or supplementary refunds are provided outside the stated schedule, except pursuant to a dispute resolution outcome under Section 9.

8.3 Chargebacks and Payment Reversals

Where a payment is subsequently reversed, charged back, cancelled, or recovered by a financial institution, payment gateway, card issuer, or other authorised payment provider, Pettxo reserves the right to investigate the underlying transaction.

Where Pettxo reasonably determines that the chargeback or payment reversal resulted from fraud, misuse of the Platform, violation of the Terms of Service, or abuse of this Cancellation & Refund Policy, Pettxo may suspend the related account, withhold pending refunds where legally permitted, recover outstanding amounts from future transactions where applicable, and pursue any additional legal remedies available under applicable law.

9.  Dispute Resolution

9.1  Raising a Dispute

A Pet Parent may raise a formal dispute through the Platform's in-app dispute mechanism within twenty-four (24) hours of:

• The scheduled service time (for No-Show disputes); or

• The confirmation of Booking completion (for service quality or outcome disputes).

Disputes raised after this twenty-four-hour window will not be entertained, and the refund outcome already determined by the Platform shall be final.

9.2  Company's Review Process

Upon receipt of a valid dispute, the Company will review the following records:

• OTP generation and entry logs;

• Server-side timestamps for booking, service start, and cancellation;

• Provider response and acceptance logs;

• The Pet Parent's and Provider's booking history on the Platform.

9.3  Dispute Outcomes

Finding	Outcome
Provider at fault	100% refund issued to Pet Parent.
Pet Parent at fault	0% refund. No change to existing payout.
Inconclusive / edge case	Escalated to manual review by Company's support team. Company's decision in such cases is final.

9.4  Escalation to Legal Process

If a Pet Parent is dissatisfied with the outcome of the in-app dispute resolution process, the matter shall be subject to the governing law and jurisdiction provisions set out in Section 13 of this Policy.

9.5 Evidence Considered During Dispute Review 

In addition to the records listed in Section 9.2, Pettxo may consider any other relevant information reasonably available during a dispute investigation, including but not limited to:

• In-app chat communications;
• Photographs or videos voluntarily submitted by either party;
• Provider attendance records;
• Customer support interactions;
• Technical platform logs;
• Payment gateway verification records;
• Device security logs; and
• Any other information reasonably necessary to determine the outcome of the dispute.

The type and weight of evidence considered may vary depending on the nature of the dispute.

10.  Acknowledgement at Payment

Before any payment is processed, the Platform presents the Pet Parent with a summary of the applicable Grace Window duration and the cancellation refund schedule. The Pet Parent is required to actively confirm their acceptance by ticking a checkbox labelled "I understand the cancellation policy" before the payment is enabled.

This active acknowledgement constitutes the Pet Parent's informed acceptance of this Policy and is recorded by the Platform as a timestamped log entry. It is not possible to complete a Booking without this acknowledgement.

11.  Exclusions and Limitations

11.1  No Exceptions Outside This Policy

The refund schedule set out in this Policy is the complete and exhaustive statement of the Company's refund obligations. No refund, credit, coupon, or goodwill gesture is available except as expressly stated in this Policy or as required by applicable Indian law.

11.2  Force Majeure

The Company is not liable for any delay or failure to process a refund caused by events outside its reasonable control, including but not limited to acts of God, natural disasters, government orders, civil unrest, strikes, or failure of third-party payment infrastructure.

11.3  Fraudulent or Abusive Conduct

The Company reserves the right to suspend or permanently disable any account found to have engaged in fraudulent, abusive, or bad-faith use of the cancellation or dispute system. In such cases, any pending refund may be withheld pending investigation, and the Company may pursue legal remedies under applicable Indian law.

11.4  No Waivers

The Company's failure to enforce any provision of this Policy on any occasion does not constitute a waiver of its right to enforce that provision at any future time.

11.5 Abuse of Cancellation or Refund System

Users must not abuse or attempt to manipulate the Platform's cancellation, refund, booking, or dispute systems.

Examples of prohibited conduct include, but are not limited to:

• Repeated fraudulent booking cancellations;
• False payment disputes;
• Coordinated refund abuse;
• Creating multiple accounts to obtain additional refunds or promotional benefits;
• Knowingly providing false information during a dispute investigation; or
• Any other conduct intended to improperly obtain refunds or financial advantage.

Where Pettxo reasonably believes such activity has occurred, it may suspend or permanently terminate the relevant account, refuse future bookings where permitted by applicable law, and cooperate with payment providers or law enforcement authorities where appropriate.

12.  Amendments to This Policy

The Company reserves the right to amend this Policy at any time. Amendments will be notified to registered users via in-app notification or email at least seven (7) days before they take effect, except where a shorter notice period is required by law or by an emergency change to the Platform's payment infrastructure.

Bookings confirmed before the effective date of an amendment remain subject to the Policy version in force at the time of booking. Continued use of the Platform after the effective date of an amendment constitutes acceptance of the revised Policy.

12.1 Material Changes to Refund Policy 

Material changes affecting cancellation windows, refund percentages, provider payout calculations, or other financial terms shall apply only to Bookings created after the revised Policy becomes effective.

Bookings confirmed before the effective date of any material amendment shall continue to be governed by the version of this Policy that was accepted at the time of Booking.

13.  Governing Law and Jurisdiction

This Policy is governed by and shall be construed in accordance with the laws of India, including, without limitation, the Consumer Protection Act, 2019, the Information Technology Act, 2000, and applicable Reserve Bank of India guidelines on payment refunds.

Any dispute, claim, or controversy arising out of or in connection with this Policy — including any question regarding its existence, validity, interpretation, breach, or termination — shall be subject to the exclusive jurisdiction of the courts located in Pune, Maharashtra, India.

For disputes involving amounts below the threshold set for summary consumer complaints under the Consumer Protection Act, 2019, the Pet Parent may elect to file a complaint before the appropriate District Consumer Disputes Redressal Commission having jurisdiction over Pune, Maharashtra. The Company will cooperate fully with such proceedings.

The parties agree to attempt good-faith resolution of any dispute through the in-app dispute mechanism (Section 9) before initiating formal legal proceedings.

14.  Contact

For queries about this Policy, or to raise a concern not addressed by the in-app dispute mechanism, you may contact the Company at:

Legal Name	Pettxo Private Limited
Registered Office	Smt Kiran Goutam, 16176, W.no. 11, Baihar, Balaghat- 481111, Madhya Pradesh
Email	hello@pettxo.com
CIN	U47912MP2026PTC082658

The Company will respond to written inquiries within five (5) Working Days.

14.1 Customer Support

For questions relating to Bookings, cancellations, refunds, payment status, or disputes, users are encouraged to first contact Pettxo through the in-app support feature, where available.

Where an issue cannot reasonably be resolved through the Platform, users may contact Pettxo using the contact details provided in this Policy. Pettxo will make reasonable efforts to respond within the timelines stated in this Policy, although complex investigations involving payment providers or third parties may require additional time.