Nearby Pets India is committed to resolving every genuine grievance fairly and promptly through the Grievance Redressal Policy. This Policy sets out the conduct we will not accept in return, and what we do when it occurs. It protects our staff, our delivery handlers, our partner breeders, and our customers alike.

1. Our Commitment First

Before anything else: if your order has gone wrong, you are entitled to a fair hearing. Every grievance is acknowledged and worked through on the published timelines, and where we are at fault we refund in full. This Policy is not a shield against legitimate complaints — it addresses conduct that goes beyond them.

2. Zero-Tolerance Conduct

We operate a strict zero-tolerance policy on:

• Physical threats, verbal abuse, or intimidation directed at our staff, support desks, delivery handlers, or partner breeders;
• Threats to a person's family, reputation, property, or livelihood;
• Demands for money or benefit beyond contractual entitlement, backed by threat of harm, exposure, or official action;
• Abusive, obscene, casteist, communal, or gender-based harassment through any channel;
• Publishing or threatening to publish fabricated allegations to coerce a commercial outcome;
• Coordinated review manipulation or defamatory campaigns intended to extract payment.

3. Misuse of Official Position or Third-Party Influence

Attempting to coerce Company staff or extract extra-contractual payment by invoking third-party designations — including public servants, municipal officers, police personnel, or political figures acting outside their statutory authority — is strictly prohibited.

Lawful process is always respected: we comply promptly with any formal written court order, statutory summons, or legally binding directive from an authorised authority. What we do not accept is informal pressure. Informal phone calls, verbal demands, or unofficial inquiries from third parties or officials acting outside jurisdiction will not be entertained and will not be granted access to customer data.

4. Closed Commercial Matter

Where an order has been cancelled or remains unfulfilled and a full refund has been tendered to the buyer, the transaction is a fully settled and closed commercial matter. Continued demands after full refund are treated as an attempt at unlawful gain rather than a grievance.

5. Legal Framework and Consequences

Conduct of this kind may attract liability under Indian law, including the provisions of the Bharatiya Nyaya Sanhita, 2023 (BNS) relating to extortion and criminal intimidation, the Information Technology Act, 2000, and, where a public servant seeks undue advantage, the Prevention of Corruption Act, 1988.

6. Protection of Our Own Conduct

This Policy binds us too. Our staff are required to remain courteous and professional at all times. If any representative of Nearby Pets India behaves abusively or improperly towards you, report it directly to the Grievance Officer — such reports are investigated and acted upon.

7. Reporting an Incident

Customers, staff, and partners may report an incident confidentially to support@nearby-petstore.in or to the Grievance Officer below.