Terms & Conditions

Pettato is owned by 21 Media LLP, licensed and managed by 21 Media (“Company”, “We”, “21”, or “Our”), having its registered office at E-405, Pleasant Park, Link Road, Malad (W), Mumbai - 400064, which operates the website www.Pettato.com (collectively hereinafter referred to as the “Platform”). These Terms of Service (“Terms”) govern Your access to or use of the Platform and the Services (as defined below) made available on the Platform. By accessing the Platform or using the Service, You agree to these Terms. Your access to or use of the Service is conditioned on Your acceptance of and compliance with these Terms and other policies of the Platform. The Company requests You, the users of the Platform (“User”, “You”, “Your”), to please read these Terms and all other policies of the Platform (“Platform Policies”) carefully before using or registering on the Platform. If You do not agree with these Terms or any other Platform Policies, please do not access the Platform or use the Service.

Unless You notify us in writing of Your intention to opt out from further direct and indirect marketing communications and solicitations, You are agreeing to continue to receive emails, calls and messages through different mediums for soliciting Products.

The Company provides the service of: (i) offering for sale various pet care products including food, medicines, toys, accessories for pets on the Platform (“Product(s)”), and (ii) facilitating veterinary teleconsultation for pets through veterinarians listed on the Platform (“Consultants”) (collectively the “Services”).

These Terms: (i) will be considered to be an electronic record under the Indian data privacy laws including the Information Technology Act, 2000 read with rules and regulations made thereunder; and (ii) will not require any physical, electronic, or digital signature by the Company.

Access to and eligibility for using the Platform and Services are governed by the following criteria:

• The Service is not available to persons under the age of 18 (eighteen) years or to any User suspended or removed from the Platform for any reason whatsoever. You represent that You are of legal age to form a binding contract and are not a person barred from using or accessing the Platform and receiving the Services by the Company or under the applicable laws of India.
• The Services are always evolving and the form and nature of the Services may change from time to time. In addition, the Company may stop (permanently or temporarily) providing the Service (or any features within the Platform) to You or to Users generally and may not be able to provide You with prior notice.

In order to access the features of the Platform, the following terms govern Account registration and security:

• In order to use the Service, You are required to create an account on the Platform by providing certain details about yourself, such as Your name, email address and such other details as may be required by the Platform (“Account”).
• You shall ensure and confirm that the Account information provided by You is complete, accurate and up-to-date. If there is any change in the Account information, You shall promptly update Your Account information on the Platform or by writing to the Company at info@Pettato.com. If You provide any information that is untrue, inaccurate, not current or incomplete (or becomes untrue, inaccurate, not current or incomplete), or if the Company has reasonable grounds to suspect that such information is untrue, inaccurate, not current or incomplete, the Company has the right to suspend or terminate Your Account and refuse any and all current or future use of the Service (or any portion thereof) at its discretion, in addition to any right that the Company may have against You at law or in equity, for any misrepresentation of information provided by You.
• You are responsible for maintaining the confidentiality of Your Account information and for all activities that occur on or in connection with Your Account. You agree to notify the Company immediately of any unauthorized access or use of Your Account or any other breach of security and ensure that You exit from Your Account at the end of each session. You acknowledge and agree that the Company is not responsible or liable for any damages, losses, costs, expenses, or liabilities related to any unauthorized access to or use of Your Account. You may be held liable for losses incurred by the Company or any other User of or visitor of the Platform due to authorized or unauthorized use of Your Account as a result of Your failure in keeping Your Account information secure and confidential.
• You shall not have more than one active Account on the Platform. You are prohibited from selling, trading, or otherwise transferring Your Account to another party or impersonating any other person for the purpose of creating an Account with the Platform. The Company reserves the right to refuse access to the Service to new Users or to terminate access granted to existing Users at any time if such access or use of the Platform or the Service is found to be in breach of these Terms or Platform Policies or applicable laws or pursuant to any administrative or judicial order or direction by any governmental authority.

The Company lists various Products for sale on the Platform. Such listing of Products on the Platform is merely an ‘invitation to offer’ and not an ‘offer for sale’. The Products include over-the-counter medicines as well as prescription medicines. The Platform has duly obtained all licenses and registrations as may be required to undertake its business and abides by all applicable laws including relating to the dispensing of prescription medicines.

• By placing an order for the Products, You make an offer to the Company to buy such Products. We may accept or decline any order placed by You, in Our sole discretion, without any liability to You. We further reserve the right to limit the order quantity of any Products available on the Platform, without any prior notice.
• All prescription medicines shall be sold and dispensed by a registered pharmacist at the Company.
• In the event You order prescription medicines, You shall share a scanned copy of the valid prescription for the concerned animal, through such means as may be required by the Platform, and such prescription shall be subject to the scrutiny and approval of Our registered pharmacist.
• As a standard practice, You will be able to purchase a substitute medicine from the Platform, only if Your prescription contains the phrase “Allow substitution”, or mentions the name of the molecule. However, in the event the Platform does not have the exact medicine prescribed by Your veterinarian, the Platform may substitute a brand for another brand of the same medical salt as long as the composition & strength of the salts are an exact match, after receiving another prescription from a veterinarian for such substitute medicine.
• The drug information provided on the Platform is for informative purposes only and is not intended to provide diagnosis, treatment or medical advice. We are not liable for any consequence arising from Your reliance on such information on the Platform.

The Company facilitates veterinary teleconsultation for pets through the Consultants listed on the Platform. The Consultants may be listed on the Platform, either directly or through a third party. The Platform enables Users to connect with the Consultants through the Platform by various modes including video or telephonic service, as may be available on the Platform.

• While We do check and authenticate the veterinarians listed on the Platform, You should independently also verify the credentials of the Consultants and We are not liable for the same. Further, the Platform may have veterinarians from countries other than India listed on the Platform, who may not be registered under Indian laws to provide veterinarian services. However, if You choose to procure the Services from such veterinarians, You hereby agree and acknowledge that consultation provided by such foreign Consultants is advisory in nature and should not be considered as a medical opinion.
• You hereby agree and acknowledge that the Platform is an intermediary that facilitates the provision of veterinary teleconsultation services on the Platform and is in no manner involved in providing such teleconsultation services to You. The Consultants are independent professionals and such services are being provided solely by them to the relevant pet. Therefore, they are responsible for the teleconsultation services rendered to the patient and the Company or the Platform is not in any manner liable for the consultations provided by such Consultants through the Platform including diagnosis, prescription, medication, and treatment prescribed to the patient and/or for their compliance with applicable laws.
• We do not endorse any specific Consultant on the Platform nor place any guarantee as to the quality of teleconsultation performed by them or provide any ratings for the Consultants through the Platform. Any such recommendations may be made by other Users of the Platform and the Company does not verify or acknowledge the same.
• The Company shall not be liable for breach of confidentiality and privacy of Users by the Consultants and claims of any nature whatsoever arising out of the wilful misconduct and negligence (including gross negligence) of such Consultants.
• The credentials of the Consultant and any description of their registrations/certifications, location, contact details, etc. displayed on the Platform, are as provided by the Consultant to the Company and the Company shall not in any manner be responsible or liable for such information.
• In case any prescription is being provided to You by a Consultant, the same is being provided basis the online consultation and the reports/information/details shared by You with the Consultant through the Platform. However, such prescription may vary when the patient is examined physically; hence, in no event shall the prescription provided by the Consultant be relied upon as a final and conclusive solution.
• You agree to use the advice from a Consultant on the Platform pursuant to an ongoing treatment with the patient’s veterinarian: a condition which does not require emergency treatment, physical examination, or medical attention; medical history available as records with You for reference; a record of physical examination and report thereof with You, generated through the local veterinarian of the patient; and consultation with the local veterinarian of the patient before abandoning or modifying any ongoing treatment.
• You agree that by using the Platform, the Consultant will not be conducting a physical examination of the patient; hence, they may not have or be able to derive important information that is usually obtained through a physical examination. You hereby acknowledge and agree that You are aware of these limitations and agree to assume the complete risk of these limitations.
• You agree that all details provided by You during the course of availing Services on the Platform will be honest, accurate and complete. You further acknowledge and understand that misrepresentation of information or not providing all or complete details in relation to or for availing the Services may lead to inaccurate diagnosis and treatment and consequently inaccurate prescription. You agree to indemnify and hold harmless the Company and its directors, officers, and agents from and against any and all claims, proceedings, losses, penalties, liabilities, and damages arising due to or in relation to Your breach of this Clause.

The Service permits You to buy the Products available on the Platform and/or to avail veterinary teleconsultation provided by registered Consultants.

You represent and warrant that You shall not:

• Upload, publish, transmit, update or share information that belongs to another person and to which You do not have any right; that is, or that incites or encourages, action that is, explicitly or implicitly: illegal, harmful, abusive, insulting, harassing, threatening, hateful, racially or ethnically objectionable, derogatory, harmful to any reputation, disparaging, defamatory, libelous, pornographic, indecent, profane, obscene, paedophilic or otherwise objectionable (including nudity), blasphemous, invasive of another's privacy, including bodily injury, or relating to or encouraging money laundering or gambling; and that is patently false and untrue, and is written or published with the intent to mislead or harass a person, entity or agency for financial gains or to cause any injury to any person; violate any law, regulation, or court order; violate, infringe, or misappropriate the intellectual property, privacy, publicity, moral or "droit moral," or other legal rights of any third party; harms minors in any way;
• Send advertising or commercial communications, including spam, or any other unsolicited or unauthorized communications; send communication that deceives or misleads the addressee about the origin of such messages or communicates any information which is patently false or misleading in nature but may reasonably be perceived as a fact;
• Engage in spidering or harvesting, or participate in the use of software, including spyware, designed to collect data from the Platform, including from any User of the Platform;
• Transmit any virus, other computer instruction, or technological means intended to, or that may, disrupt, damage, or interfere with the use of computers or limit the functionality of any computer resource or related systems;
• Stalk, harass, threaten, harm or impersonate any third party; participate in any fraudulent or illegal activity, including phishing, money laundering, or fraud; use any means to scrape or crawl any part of the Platform;
• Attempt to circumvent any technological measure implemented by the Company, any of the Company’s service providers, or any other third party (including another User) to protect the Company, the Platform, Users, Recipients, or any other third party;
• Access the Platform to obtain information to build a similar or competitive application, or provide similar Services; attempt to decipher, decompile, disassemble, or reverse engineer any of the software or other underlying code used to provide the Platform;
• Send communication that threatens the unity, integrity, defence, security or sovereignty of India, friendly relations with foreign states, or public order, or causes incitement to the commission of any cognizable offence or prevents investigation of any offence or is insulting to any other nation; or advocate, encourage, or assist any third party in doing any of the foregoing.

The fee for the Services and the Products is as specified on the Platform. You agree to pay all amounts due in accordance with the payment terms in effect when You purchase any Service or Products. All transactions shall be in Indian Rupees (“INR”) or United States Dollars (“USD”) unless otherwise specified at the time of purchase.

• Payment: All payments for the Services or Products purchased by You through the Platform shall be made by using a valid payment mode through the applicable third-party payment provider (the payment provider as selected by the Company) (“Payment Details”). You hereby represent that You have the authority to use such payment mode and have sufficient funds to complete the Services. By providing such details, You represent, warrant, and covenant that: (1) You are legally authorized to provide such details; (2) You are legally authorized to perform payments using such details; (3) such action does not violate the terms and conditions applicable to Your use of such details or applicable law.
• Payment Gateway: You must provide the third-party payment provider with valid payment information (Visa, MasterCard, or other issuer accepted by the payment provider). You acknowledge and agree that the Company does not operate, own, or control the payment provider and only facilitates the third-party payment gateway for processing of payment. Your use of Your payment card is governed by Your agreement with and the privacy policy of the payment provider and not these Terms. You agree to immediately notify the payment provider of any change in Your billing address (or other information) for Your payment method. In the event You opt for ‘cash on delivery’ for the purchase of Products through the Platform, it will be governed by the specific cash on delivery policy of the Platform.
• Failed Transactions: Except to the extent otherwise required by applicable law, the Company is not liable for any payments authorized through the Platform using Your Payment Details. Particularly, the Company is not liable for any payments that do not complete because: (1) Your bank account or any other payment did not contain sufficient funds to complete the transaction; (2) You have not provided the Company with correct Payment Details; (3) Your payment card has expired; or (4) circumstances beyond the Company’s control (such as, but not limited to, power outages, interruptions of cellular service, or any other interferences from an outside force) prevent the execution of the transaction.
• Unauthorized Transactions: The Platform shall not be responsible for any unauthorised transactions conducted on Our Platform using Your payment card or internet banking. The Platform shall not be obligated to refund any money to You in such instances.
• Shipping Charges: Additional shipping charges may be applicable on the Products purchased by You. Please refer to the shipping charges policy for the applicable shipping charges.
• Cancellation and Refunds: Any and all cancellation of the orders placed by You shall be governed by the cancellation policy and all refunds will be governed by the refund policy.
• Payment Questions: If You have a question about a purchase made on the Platform or a charge to Your payment card, please contact Us at info@pettato.com. The Company has the sole discretion to determine how billing disputes will be resolved.

You acknowledge and agree that the Company or its licensors own all right, title, and interest in and to:

• (i) The Platform and the “look and feel” of the Platform, including all software, ideas, processes, data, text, media, and other content available on the Platform (individually, and collectively, “Content”);
• (ii) The Company’s trademarks, logos, and brand elements (“Marks”). You shall not duplicate, copy, or reuse any portion of the Content, Marks, HTML/CSS, JavaScript, visual design elements, or concepts without the Company’s prior express written consent. The Company and such relevant third party reserve all rights not expressly granted in these Terms.
• Feedback & Voluntary Submissions: You shall not make any disparaging or derogatory remarks, comments, or statements, whether verbal or written, against the Company. You acknowledge and agree that any feedback, comments, or suggestions You may provide regarding the Platform or the Services are entirely voluntary, and the Company will be free to use such feedback, comments, or suggestions as it sees fit and without any obligation to You.

Take Down Notice: The Company responds to notices of alleged copyright infringement and terminates access to the Platform for repeat infringers. If You believe that materials on the Platform infringe copyright, please send the following information to the Company at info@pettato.com:

• Your address, telephone number, and email address;
• A description of the work that You claim is being infringed, with adequate information to identify the work; a description of the material that You claim is infringing and are requesting be removed along with information about where it is located or stored;
• Details establishing that the work which is the subject matter of infringement is being infringed, and details establishing that You are the owner or exclusive licensee of the work or agent of such owner or exclusive licensee;
• An electronic or physical signature of the copyright owner (or a person authorized to act for the copyright owner);
• Details of the person, if known, who is responsible for uploading the work infringing Your copyright;
• An undertaking that You shall file an infringement suit in the competent court against the person responsible for uploading the infringing copy and produce the orders of the competent court having jurisdiction, within a period of twenty-one days from the receipt of the take down notice by the Company; and
• A statement by You, made under penalty of perjury, that the information You are providing is accurate and that You are the copyright owner or authorized to act on behalf of the copyright owner.
• Termination Policy: If You do not follow these requirements, Your notice may not be valid. If We determine that You are a repeat infringer, We may terminate Your access to the Platform, remove or ban You and/or terminate any Account created or controlled by You, and take other appropriate action in Our sole discretion.

You acknowledge and agree that Your use of the Platform is at Your own risk. The Platform and all products offered thereon are provided on an “as is” and “as available” basis without warranties of any kind, whether express, implied, statutory, or otherwise.

To the maximum extent permitted by applicable law, the Company’s total cumulative liability to You or any third party arising out of or in connection with these Terms, whether in contract, tort (including negligence), or otherwise, shall be strictly limited to and will not exceed the amount actually paid by You for the specific order giving rise to the claim.

• Pricing & Availability: While the Company strives to maintain accurate pricing and inventory, typographical or system errors may occasionally occur. In such instances, the Company reserves the right to cancel the order and provide a full refund.
• Indirect & Consequential Damages: In no event will the Company, its partners, vendors, or affiliates be liable for any indirect, special, incidental, punitive, or consequential damages (including loss of data or profits).
• Third-Party Links: The Platform may contain links to third-party services or payment processors. The Company is not responsible for the availability, terms, or privacy practices of such external resources.

You may close Your Account at any time by writing to the Company at info@pettato.com. The Company reserves the right to suspend or terminate Your Account or restrict access to the Platform if You violate these Terms, engage in fraudulent activities, or breach applicable regulations.

Upon termination, clauses relating to Intellectual Property, Disclaimers, Limitation of Liability, Indemnification, and Governing Law shall survive indefinitely.

These Terms and any disputes arising out of or relating to Your access or use of the Platform shall be governed by and construed in accordance with the laws of India.

Any legal action, suit, or proceeding arising under or in connection with these Terms shall be subject to the exclusive jurisdiction of the competent courts located at Mumbai, Maharashtra, India.

• Severability: If any provision of these Terms is held invalid or unenforceable, that provision will be modified to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.
• Entire Agreement: These Terms, together with our Privacy Policy and Shipping & Returns policies, constitute the entire agreement between You and the Company concerning the Platform.
• Grievance Redressal: Inquiries or complaints regarding these Terms may be directed to our Grievance Desk at info@pettato.com (21 Media LLP, E-405, Pleasant Park, Link Road, Malad (W), Mumbai - 400064, India).