Refund & Cancellation Policy

At KR PET EYE LLP, we operate multiple services ranging from physical technology products and digital subscriptions to live animal placements. Because the nature of these services differs vastly, our refund and cancellation policies are strictly categorized below by service type and brand to ensure fairness and legal clarity.

Applies to: PetEYE Smart Tags, Pet Accessories, Pet Food, and other physical merchandise.

1.1 Order Cancellations

Customers may cancel an order for physical merchandise within 24 hours of purchase, or until the package has been handed over to our logistics/courier partner, whichever is earlier. Cancellations can be initiated by contacting our Customer Care team at care@peteye.pet or by calling +91 93469 95689. For valid cancellations prior to dispatch, a full refund will be processed to the original payment method within 5 business days. Once an item has been dispatched, it is subject to our standard return policy below.

1.2 Returns for Damaged, Defective, or Incorrect Items

Please inspect your shipment upon delivery. If you receive a product that is defective, damaged in transit, or incorrect, you must notify our Customer Care team within 7 days of delivery.

• Reverse Logistics at No Cost: Upon approval of a valid damage or defect claim, KR PET EYE LLP will arrange a reverse pickup from your delivery address at zero cost to you. If reverse pickup is unavailable in your pincode, we will reimburse standard courier costs upon receipt of the shipping receipt.
• Refund or Replacement: Upon receiving and inspecting the returned item, KR PET EYE LLP will, at your election, issue a replacement or initiate a full refund to your original payment method within 7–10 business days.

Applies to: PetEYE Digital Health ID subscriptions, Premium Medical Record Management, and digital SaaS platform features.

2.1 Cancellation Window

Digital subscriptions can be cancelled at any time before the end of your current billing cycle to prevent auto-renewal for the subsequent period.

2.2 SaaS Refund Policy

Following standard Software-as-a-Service (SaaS) legal practices, there are no pro-rated refunds for partially used subscription periods. If you cancel your subscription mid-cycle, your access to the premium features will remain active until the end of the paid interval, after which you will not be billed again.

Applies to: Live animal adoptions, community fostering, and placement facilitation through The Kennel Powered by PetEYE.

3.1 Statutory Intermediary Status

KR PET EYE LLP and The Kennel operate strictly as a digital technology intermediary within the meaning of Section 2(1)(w) and Section 79 of the Information Technology Act, 2000 read with the Intermediary Guidelines and Digital Media Ethics Code Rules. The platform provides digital verification, communication pipelines, and record-keeping tools; it does not buy, sell, own, kennel, breed, or maintain physical custody of any live animal.

3.2 Placement Fees, Adoption Donations & Breeder Transactions

• Rescue Adoptions: The flat ₹500 commitment fee collected upon adoption covers the administrative generation of the pet’s verified PetEYE Digital Health ID and direct support for caregiver shelters (80% disbursed to the shelter). This administrative fee is non-refundable once processed.
• Certified Breeder Transactions (Direct / Off-Platform):
  • Facilitation Role: KR PET EYE LLP and The Kennel act solely as a digital verification and accreditation portal for certified breeders.
  • Off-Platform Payments: All purchase amounts, breeding deposits, or reservation fees for registered litters are negotiated and transacted directly between the buyer and the verified breeder off-platform. KR PET EYE LLP does not collect, hold, or guarantee breeder deposits. Any disputes regarding canceled litters, refunds, or deposit forfeiture remain the exclusive contractual and financial liability of the originating breeder and buyer.
  • Statutory 8-Week Rule (PCA Breeding Rules, 2017): In strict compliance with the Prevention of Cruelty to Animals (Dog Breeding and Marketing) Rules, 2017, the platform strictly prohibits the physical sale, transfer, or handover of any puppy under eight (8) weeks of age and before full maternal weaning. Any advance reservations or deposits placed for upcoming litters are made with the express legal covenant that physical custody cannot be transferred until the puppy attains the statutory 8-week milestone.

3.3 The 14–30 Day Bridging Trial & Animal Welfare Safeguard

• Scope of Applicability: The 14–30 Day Bridging Trial described herein applies exclusively and strictly to rescue adoptions from accredited animal shelters and community foster networks. It explicitly excludes off-platform certified breeder placements, litters, or purchases.

While platform fees are non-refundable, KR PET EYE LLP prioritizes animal welfare above all else:

• If during the 14–30 day Bridging Trial an adopter determines that the rescue match is unsuitable for their home or lifestyle, The Kennel coordinates with the originating caregiver shelter or foster network to safely transition the animal back into care.
• Return Logistics & Safe Transition: If an adopter elects to terminate a placement during the 14–30 day Bridging Trial:
  • The adopter remains solely responsible for safely transporting the animal back to the originating shelter or designated foster facility at their own cost.
  • Handover must be executed directly to the authorized shelter representative with the animal's physical PetEYE tag, original medical book, and shelter manifest.
  • Automated Return Notification Workflow: To reduce friction during stressful transitions, adopters must initiate a "Return Request" directly through their PetEYE Dashboard prior to transport. This triggers an automated notification workflow that instantly alerts the originating NGO/caregiver, opening a coordination window to prepare for the animal\'s safe physical return.
  • The adopter remains legally liable for the animal's humane care and welfare until physical custody is officially signed over back to the shelter.
• Shelter Refusal & Emergency Fallback Protocol:
  • If an adopter exercises their right to return an animal during the 14–30 day Bridging Trial and the originating shelter is temporarily unresponsive, experiencing capacity constraints, or unable to immediately accept the pet, the adopter must immediately notify The Kennel support team at care@peteye.pet.
  • The Kennel will step in as an intermediary facilitator to coordinate an emergency transitional foster placement or arrange an alternate accredited shelter facility.
  • The adopter will not be deemed in breach of custody covenants provided they maintain humane care under PCA Act standards while The Kennel actively arranges transition logistics.
• Under no circumstances should an animal placed through The Kennel be abandoned, sold, or transferred to unverified third parties.
• Medical Emergencies & Illness During the Bridging Trial:
  • Custodial Responsibility: The adopter or foster caregiver maintains physical custody of the animal throughout the Bridging Trial and is solely responsible for its day-to-day welfare, supervision, and routine veterinary expenses.
  • Environmental Contamination Notice: Viral pathogens (such as Parvovirus) persist in street soil, footwear, and public environments for extended periods. Adopters are advised to restrict puppies from public grounds until full booster immunity is achieved. KR PET EYE LLP bears zero liability for infections contracted from post-handover environmental exposure.
  • Emergency Medical Care: If an animal exhibits signs of acute illness (e.g., lethargy, vomiting, diarrhea) during the Bridging Trial, the adopter must immediately seek qualified veterinary treatment and notify the caregiver shelter. Under Section 11 of the Prevention of Cruelty to Animals (PCA) Act, 1960, abandoning treatment or attempting to transport a critically ill animal without medical stabilization is strictly prohibited.
  • Non-Reimbursement of Veterinary Costs: KR PET EYE LLP does not reimburse veterinary clinic invoices, medication costs, diagnostic testing, or ICU charges incurred during the Bridging Trial.
• Statutory Compliance & Repossession: All placements are governed by the Prevention of Cruelty to Animals (PCA) Act, 1960 and AWBI regulations. The adopter covenants to provide adequate nutrition, shelter, and medical care. In the event of documented cruelty, neglect, unauthorized breeding, or breach of trial terms, the originating shelter and KR PET EYE LLP reserve the right to coordinate immediate repossession of the animal without liability.

3.4 Independent Veterinary Disclaimer & Latent Disease Protocol (Parvovirus / Viral Diseases)

All vaccination records, deworming milestones, and health histories listed on The Kennel are issued by independent, licensed veterinary professionals and verified by our team in good faith.

• Scope of Verification: Any representation on the platform regarding "verified medical records" or "verified health history" refers exclusively to administrative and document-level authentication of records issued by registered veterinary clinics. It does not constitute a biological warranty, clinical endorsement, or guarantee of future immunity by KR PET EYE LLP.
• No Biological Warranty: KR PET EYE LLP is a technology intermediary and does not practice veterinary medicine. Biological organisms, especially rescue puppies and kittens, are subject to natural health variations. The platform provides no express or implied health guarantees.
• Viral Incubation & Infectious Diseases: Highly contagious viral infections (including, but not limited to, Canine Parvovirus, Canine Distemper, Feline Panleukopenia, and Kennel Cough) have natural incubation periods ranging from 3 to 14 days during which an animal may appear completely healthy and asymptomatic despite carrying authentic medical records.
• Zero Medical Liability: KR PET EYE LLP bears zero financial, medical, or legal liability if an animal tests positive for viral, bacterial, or parasitic infections post-placement. The platform does not reimburse veterinary clinic bills, hospitalization costs, diagnostic tests, or treatments under any circumstances. Any civil claims, warranty disputes, or requests for compensation regarding pre-existing health conditions or biological defects lie strictly and exclusively against the originating caregiver, shelter, or breeder who maintained physical custody of the animal prior to placement, and not against KR PET EYE LLP.

3.5 Mandatory Physical Verification & Adopter Due Diligence (Caveat Emptor)

The Kennel strongly advises and recommends that all prospective adopters exercise thorough personal due diligence:

• In-Person Assessment: Adopters are strongly encouraged to visit the shelter, NGO facility, or foster caregiver in person to physically inspect the animal’s environment, demeanor, energy levels, and visible health prior to taking custody.
• Independent Pre-Handover Vet Check: Adopters reserve the right, at their own discretion and expense, to have an independent licensed veterinarian examine the animal (including conducting rapid antigen test kits for Parvovirus or Distemper) prior to completing the physical handover.
• Acceptance of Custody: Once an adopter accepts physical custody of the animal, they assume full legal, medical, and financial responsibility for the animal’s ongoing care and healthcare costs.
• Third-Party Damage & Animal Behavior Indemnity: Once physical custody of an animal is transferred to an adopter or foster caregiver:
  • The adopter assumes absolute custodial responsibility for the animal's behavior and supervision in public and private spaces.
  • The adopter covenants to strictly defend, indemnify, and hold harmless KR PET EYE LLP, its directors, and the originating shelter against any civil, criminal, or financial claims arising from animal bites, physical injuries to third parties, interactions with other domestic pets, property destruction, or apartment association (RWA) disputes.

3.6 Good Faith Verification Defense

KR PET EYE LLP verifies shelters, NGOs, and caregivers using legal documentation and available statutory records in good faith. We inherently rely on the accuracy of third-party submissions. If a shelter, NGO, or caregiver submits forged documents, misrepresents medical dates, or fails to disclose known health issues, liability remains strictly with the submitting party, and KR PET EYE LLP bears zero liability.

4.1 Hygiene, Safety, and Custom Products

For hygiene and safety reasons, we cannot accept returns for opened pet grooming tools, litter boxes, pet carriers, or perishable items (like pet treats) unless they are damaged or defective upon arrival. Furthermore, cancellations and returns are not accepted for customized or personalized items.

4.2 Force Majeure

The cancellation policies described herein may not apply in the event of certain emergencies beyond the control of KR PET EYE LLP that make it impossible or impractical to perform agreed services, such as evacuations resulting from floods, earthquakes, severe cyclonic events, public health emergencies, war, riots, or other similar disasters. In such cases, KR PET EYE LLP may, at its reasonable discretion, issue refunds for affected platform services.

4.3 Dispute Resolution

Any dispute, claim, or controversy arising out of or relating to this Refund & Cancellation Policy shall be subject to the exclusive jurisdiction of the courts in Hyderabad, Telangana.

If you have any inquiries regarding cancellations or returns, our dedicated Customer Care team is here to help. Reach out to us at care@peteye.pet or call us at +91 93469 95689.

At KR PET EYE LLP, we are committed to excellence and we reserve the right to modify or update this refund and cancellation policy as needed. We encourage you to revisit this policy periodically to stay informed about any changes.