This Policy sets out how you may raise a complaint with Nearby Pets India and the timelines within which we will acknowledge and resolve it. It is published pursuant to the Information Technology Act, 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Consumer Protection (E-Commerce) Rules, 2020, and the Digital Personal Data Protection (DPDP) framework.

1. Nodal Grievance Officer

In compliance with Rule 3(2) of the Intermediary Guidelines and Rule 4(5) of the Consumer Protection (E-Commerce) Rules, the following officer has been appointed to receive and redress grievances:

2. How to Submit a Grievance

All grievances must be submitted in writing to support@nearby-petstore.in. To allow us to act quickly, please include:

• Your order number (where applicable) and registered mobile number or email;
• A clear description of the issue and the outcome you are seeking;
• Supporting evidence — unedited photographs or video, and any veterinary documentation on official letterhead bearing seal, signature and registration number;
• The date on which the issue arose.

Anonymous complaints, or complaints without an identifiable order or account, may not be actionable.

3. Acknowledgement and Resolution Timelines

4. Escalation

1. Level 1 — Customer Support: support@nearby-petstore.in or +91 80696 45024.
2. Level 2 — Nodal Grievance Officer: Roja R, +91 92430 08606, if unresolved or if you are dissatisfied with the Level 1 outcome.
3. Level 3 — Statutory remedies: the National Consumer Helpline (1915), the relevant Consumer Disputes Redressal Commission, or such other authority as may have jurisdiction.

5. What This Policy Does Not Cover

• Requests to reverse a transaction that has already been refunded in full. Once a full refund is tendered, the matter is treated as a closed commercial matter.
• Demands made through intimidation, coercion, or third-party influence. See our Anti-Harassment & Zero-Tolerance Extortion Policy.
• Claims outside the windows set out in the Return, Refund and Payment Policy.