TERMS & CONDITIONS OF SERVICE AND
USE AGREEMENT

OF PUPPIEZO PRIVATE LIMITED
Version: 2.3 | Last Updated: 12 November 2025

PART A — CORPORATE DEFINITIONS,
ACCEPTANCE & PLATFORM NATURE

1. PREAMBLE & CONTRACTUAL NATURE

1.1 This Terms and Conditions of Service and Use Agreement (“Agreement”, “Terms”) constitutes a
binding contract between Puppiezo Private Limited, CIN: [U15339DL2022PTC398094], a company
incorporated under the Companies Act, 2013 (“Company”, “Puppiezo”), having its registered office at:

A-92C, B.P., First Floor (Right Side), Namberdar Estate, Taimoor Nagar,
New Friends Colony, New Delhi — 110065

and any natural or legal person (“User”) who:

● accesses, browses, or uses the Platform,
● makes enquiries,
● pays a token amount,
● books or reserves an animal,
● communicates through digital or telephonic channels,
● requests support,
● accepts delivery,
● signs or does not sign supplementary documents.

1.2 These Terms apply irrespective of signature, irrespective of acknowledgement, and irrespective of
whether the User has read them in whole or in part.
Use of the Platform constitutes acceptance under the doctrines of constructive assent, contract by
conduct, and electronic consent.

2. DEFINITIONS

For the purposes of this Agreement, the following terms shall have the meanings assigned:
2.1 “Platform” means websites, mobile applications, software, communication tools, data systems,
listings, registration modules, payment portals and any digital interface owned or controlled by Puppiezo.
2.2 “User” means any natural or legal person browsing, accessing, transacting on, or communicating
through the Platform.
2.3 “Animal” refers to any living animal listed, coordinated or delivered through the Platform.
2.4 “Breeder” or “Supply-Chain Partner” means any third-party independent provider of animals.
2.5 “Third-Party Veterinary Professional” (“Vet”) means a certified independent veterinarian not
employed by Puppiezo.
2.6 “Independent Logistics Partner” means third-party carriers who transport animals.
2.7 “Data Fiduciary”, “Data Principal”, “Processing”, “Personal Data”—all as defined under the
Digital Personal Data Protection Act (DPDP) 2023.
2.8 “Metadata”, “Aggregated Data”, “Derived Data” include anonymised analytics, user behaviour
patterns, device-level identifiers, session logs and derivative datasets generated through Platform
interaction.
2.9 “Constructive Acceptance” means acceptance inferred by conduct including browsing, booking,
payment, engaging via WhatsApp/call, or accepting delivery.
2.10 “Acceptance Window” means the time notified to the User to accept or collect the Animal.
2.11 “Extended Lodging Period” means the period during which an Animal remains in custody of the
breeder due to User-caused delays.
2.12 “Biological Variability” means inherent differences in size, weight, coat, colour, temperament,
health and growth.
2.13 “Malicious Intent” includes blackmail, coercion, manipulation, nuisance complaints, harassment,
social-media intimidation, misinformation, extortion, and behaviour intended to exploit Puppiezo.
2.14 “Force Majeure Event” includes pandemics, disease outbreaks, vet unavailability, transport
restrictions, weather, government orders, platform outages, and all unforeseeable events beyond
Puppiezo’s control.

3. LEGAL NATURE OF PUPPIEZO

3.1 Puppiezo acts solely as:
● an aggregator,
● an intermediary,
● a coordinator,
● a platform,
● a facilitator,
not as a breeder, seller, transporter, or veterinarian.
3.2 No agency, employment, partnership, joint venture or principal–agent relationship is created between
Puppiezo and breeders, transporters, or veterinarians.
3.3 All breeder representations flow from the breeder, not Puppiezo.
Puppiezo relays information as received.
3.4 The User acknowledges that Puppiezo Private Limited does not:
● own breeding facilities,
● raise animals,
● certify pedigree or purity,
● provide veterinary practice,
● issue KCI or kennel-club documents,
● guarantee health or hereditary outcomes,
● guarantee size/coat/colour outcomes.

4. ACCEPTANCE OF TERMS

4.1 The User expressly agrees that these Terms bind them irrespective of signature, and irrespective of
whether they viewed the full Agreement.
4.2 A digital or physical “Acceptance Form” may be required, but:
Failure to sign shall NOT limit the enforceability of these Terms.
4.3 The following constitute binding constructive acceptance:
● placing a booking,
● paying any amount,
● interacting via WhatsApp or call,
● requesting updates,
● asking for photos/videos,
● agreeing to delivery,
● accepting delivery,
● opening the crate at delivery.
4.4 No User may raise “I did not read the Terms” or “I did not sign” as a defence.

5. AWBI COMPLIANCE

5.1 Puppiezo Private Limited maintains registration with AWBI/state authority as required under Pet
Shop Rules 2018.
5.2 Compliance obligations under AWBI/Rules do not create strict liability.
5.3 Registration does not convert Puppiezo into:
● a breeder,
● a seller,
● a veterinary operator,
● a transporter.
5.4 Breeder identities and supply-chain details are maintained for regulatory inspection but not disclosed
to Users.

6. CONFIDENTIALITY OF SUPPLY CHAIN

6.1 To protect proprietary business relationships, breeder confidentiality and supply-chain integrity,
Puppiezo does notpublicly disclose breeder identities.
6.2 Users expressly waive any right to demand:
● breeder identity,
● breeder location,
● breeder licensing documents.
6.3 Disclosure occurs only if mandated by court/government authority.

7. NON-BYPASSING OF STAFF /
RESTRICTED COMMUNICATION

7.1 Users must strictly communicate only with designated customer support staff.
7.2 Direct contact attempts to:
● directors,
● promoters,
● founders,
● senior management,
● internal operational teams, not designated for customer interaction
shall constitute misconduct and a breach of Terms.
7.3 Any harassment, repeated unsolicited contact, coercion or intimidation toward Puppiezo leadership
shall attract civil and criminal consequences.

8. USER GOOD-FAITH OBLIGATION

8.1 Puppiezo offers support and coordination in good faith.
8.2 Users must act in good faith, without mal-intent.
Mal-intent triggers:
● immediate termination,
● forfeiture,
● blacklisting,
● legal action.

9. BIOLOGICAL VARIABILITY & NO
GUARANTEES

9.1 The User acknowledges the Biological Variability of animals.
9.2 No guarantee or warranty exists regarding:
● adult size
● exact weight
● coat density/thickness
● ear set
● muzzle shape
● pigmentation
● colour retention
● behaviour or temperament
● immune development
● hereditary traits
9.3 Breed standards are aspirational, not contractual specifications.
9.4 Deviation from expected physical or behavioural features does not constitute defect or deficiency.

10. DATA PROCESSING & DPDP
COMPLIANCE

10.1 Puppiezo acts as Data Fiduciary, processing Personal Data for:
● registrations
● logistics
● veterinary coordination
● breeder communication
● security
● analytics
● performance optimisation
● fraud detection
● legal compliance
10.2 The User consents to:
● metadata collection,
● behavioural analytics,
● automated decision-making,
● cross-border data transfers.
10.3 Puppiezo may generate Derived Data used for business intelligence, AI training, risk scoring, fraud
prevention, and operational improvement.
10.4 Derived/Anonymised data is not deletable upon user request.

11. PAYMENT TERMS, DEADLINES,
DEFAULT & FORFEITURE

11.1 Booking & Token Payments
A booking fee, deposit or token amount (“Booking Amount”) is required to reserve an Animal.
This Booking Amount is non-refundable under all circumstances, except where expressly provided
under this Agreement.
11.2 48-Hour Payment Requirement
When any instalment, outstanding balance, transport fee, documentation fee, or lodging fee becomes due,
the User must clear payment within 48 hours.
11.3 Automatic Forfeiture
If payment is not completed within 48 hours of notification:
● The Booking Amount and any interim payments shall be automatically forfeited,
● The Animal may be reassigned or relisted by Puppiezo without further notice,
● The User shall have no right to reinstatement,
● Puppiezo may blacklist the User from future transactions.
11.4 Chargeback Prohibition
Chargebacks or payment reversals through banks or gateways are strictly prohibited.
Any chargeback attempt constitutes fraud and entitles Puppiezo to:
● blacklist the User,
● initiate recovery proceedings,
● pursue civil/criminal action,
● report the User to gateways and financial institutions.
11.5 Additional Costs
Any special transport, medical, facilitation, holding, boarding or emergency treatment costs are payable in
advance.

12. PICKUP FAILURE,
NON-RESPONSIVENESS & DELIVERY
REFUSAL

12.1 Mandatory Acceptance Window
The User must be available during the designated Acceptance Window to receive or collect the Animal.
12.2 Non-Acceptance = Abandonment
If the User:
● does not respond to calls/messages,
● delays or refuses delivery,
● fails to pick up the Animal within the agreed timeframe,
this shall constitute abandonment.
12.3 Consequences of Abandonment
Upon abandonment:
● All payments are forfeited,
● Puppiezo may reassign the Animal,
● Lodging fees begin accruing immediately,
● Delivery obligations cease, and
● Puppiezo may permanently suspend the User’s account.

13. LODGING, BOARDING, EXTENDED
HOLD FEES

13.1 Daily Lodging Fee
If User-caused delay results in extended stay with the breeder or partner facility, a ₹1,800 per day
lodging/boarding feeshall apply.
13.2 Conditions Covered by Lodging Fees
This includes costs for:
● feeding,
● safe housing,
● caretaker time,
● environmental conditioning,
● hygiene and sanitation,
● daily health observation by licensed handlers,
● and any additional veterinary checks at Puppiezo’s discretion.
13.3 Payment BEFORE Delivery
All lodging fees must be cleared before the Animal is released or transported.
13.4 Risk of Behavioural Change During Lodging
Puppiezo shall not be liable for:
● temperament changes,
● stress behaviours,
● altered eating patterns,
● minor health fluctuations
occurring due to User-delayed pickup.
13.5 Extended Delay Beyond X Days
If lodging continues beyond a reasonable period (determined solely by Puppiezo), the Company may:
● cancel the booking,
● forfeit payments,
● reassign the Animal.

14. PRE-DELIVERY SICKNESS, DEFECT
OR DEATH

14.1 Third-Party Vet Verification Required
Any determination of pre-delivery sickness, defect or death must be confirmed by an independent,
certified veterinarian appointed by Puppiezo.
14.2 Replacement-Only Remedy
If a pre-delivery issue is confirmed:
The sole and exclusive remedy available to the User is replacement with an Animal of
equivalent breed, quality and value.
No financial refunds are mandated unless expressly stated.
14.3 No Emotional or Sentimental Damages
Puppiezo shall not be liable for mental agony, emotional distress, sentimental loss, anticipated
companionship, or any non-pecuniary damages.
14.4 No Guarantee of Future Health
A pre-delivery vet assessment is point-in-time and does not guarantee:
● future immunity,
● disease avoidance,
● hereditary safety,
● longevity,
● behaviour or temperament.
14.5 Natural Biological Events Not “Defect”
Normal issues such as:
● worms,
● teething,
● diarrhoea episodes,
● mild infections,
● stress-induced symptoms
do not constitute defects.

15. POST-DELIVERY RISK TRANSFER

15.1 Full Risk Transfer Upon Acceptance
Once the User accepts delivery (even implicitly by opening the crate), all risks transfer to the User.
15.2 No Liability for Post-Delivery Conditions
Puppiezo is not liable for:
● post-delivery illness,
● stress responses,
● infections acquired at User’s location,
● improper feeding,
● lack of vaccination,
● exposure to children/other animals.
15.3 Failure to Follow Care Instructions
Failure to follow veterinarian or Puppiezo guidelines voids any claim or grievance.

16. PROHIBITION ON MALICIOUS
INTENT, MISUSE & BAD-FAITH ACTIVITY

16.1 Definition of Malicious Behaviour
This includes:
● false allegations,
● manipulation,
● slandering the business to extract concessions,
● blackmail or extortion,
● misuse of social media to pressure Puppiezo,
● harassment of staff, breeders, or senior management,
● manufactured grievances.
16.2 Consequences
Puppiezo may:
● terminate service immediately,
● blacklist the User,
● forfeit payments,
● initiate legal proceedings under civil/IPC/IT laws.

17. DISPARAGEMENT, DEFAMATION &
SOCIAL-MEDIA MISCONDUCT

17.1 User Must Not:
● defame Puppiezo or its partners,
● publish false accusations,
● engage in smear campaigns,
● create misleading social-media posts,
● attempt to force escalations through public pressure.
17.2 Violation Consequences
This shall entitle Puppiezo to:
● pursue civil defamation suits,
● file complaints under IT Act/IPC,
● block or terminate access immediately,
● deny refunds and enforce forfeiture.
17.3 Use of User-Generated Content as Evidence
All posts, messages, recordings or publications made by the User may be retained, archived and used by
Puppiezo for legal defence.

18. VET, BREEDER & THIRD-PARTY
LIMITATION OF LIABILITY

18.1 Third-Party Nature
Breeders, vets, transporters and partners act independently.
18.2 No Responsibility for External Professionals
Puppiezo shall not be liable for:
● breeder negligence,
● inaccurate breeder claims,
● vet misdiagnosis,
● transporter delays or mishandling,
● third-party misconduct.
18.3 User’s Remedies Against Third Parties
Any dispute related to malpractice or misrepresentation by the breeder/vet/transporter must be resolved
directly with the concerned third party.

19. LOGISTICS, TRANSPORT & DELIVERY
DELAYS

19.1 Independent Transporters
Transport is carried out exclusively by third-party logistics providers.
19.2 Delays Not Attributable to Puppiezo
Delays may occur due to:
● airline restrictions,
● weather issues,
● heat/cold embargoes,
● vehicle breakdowns,
● cancellations,
● state borders or inspections.
19.3 Force Majeure in Transport
Transport disruption constitutes a Force Majeure Event; Puppiezo has no liability.
19.4 No Guaranteed Delivery Time
Delivery timelines are best-effort estimates, not contractual guarantees.

20. NON-BYPASS CLAUSE & STAFF
PROTECTION

20.1 Proper Channel Requirement
The User must communicate exclusively through authorised Puppiezo support channels.
20.2 Prohibited Direct Contact
User shall be in breach if they attempt to directly contact:
● founders,
● directors,
● officers,
● senior management,
● internal operations team members,
for service-related issues.
20.3 Harassment of Puppiezo Personnel
Any harassment, stalking, unsolicited repeated contact, threats or intimidation toward Puppiezo personnel
shall be treated as a legal offence.
20.4 Consequences
Puppiezo may:
● impose service restrictions,
● permanently ban the User,
● file complaints with law enforcement,
● retain all payments as forfeiture.

21. DATA PROCESSING, METADATA
RIGHTS & DPDP COMPLIANCE

21.1 Purpose-Based Processing
Puppiezo Private Limited, acting as Data Fiduciary, collects, processes, stores and utilises Personal Data
and metadata for the following purposes:
● registration & authentication,
● breeder coordination,
● veterinary scheduling & communication,
● logistics arrangement,
● fraud detection & security monitoring,
● analytics & platform optimisation,
● service improvement,
● records required under Pet Shop Rules,
● statutory compliance,
● dispute resolution,
● internal risk scoring.
21.2 Metadata, Telemetry & Behavioural Analytics
The User provides express consent to Puppiezo collecting and processing:
● clickstream data,
● behavioural patterns,
● device identifiers,
● approximate location,
● logs of errors & events,
● WhatsApp/call/chat transcripts,
● session recordings,
● browsing heatmaps.
21.3 Derived & Aggregated Data
Puppiezo may create Derived Data (anonymised, pseudonymised and aggregated datasets) and may use
or share such data for:
● business intelligence,
● AI/ML model training,
● fraud prevention systems,
● internal algorithm optimisation,
● risk scoring.
21.4 No Deletion of Derived Data
User acknowledges that anonymised/aggregated data cannot be deleted, as it ceases to be Personal Data.
21.5 Automated Decision-Making
The User consents to Puppiezo using automated systems for:
● fraud detection,
● identity verification,
● behavioural risk scoring,
● account suspension decisions,
● eligibility determination,
● response prioritisation.
21.6 Cross-Border Data Transfer
Data may be stored or processed outside India in accordance with DPDP 2023 and government
notifications.
21.7 User Rights & Limitations
Users may request access, correction or erasure, except where:
● data is required for legal compliance,
● data forms part of Derived or Aggregated datasets,
● retention is required for AWBI Pet Shop Rules,
● data relates to dispute or fraud investigations.

22. COMMUNICATION MONITORING &
RECORD RETENTION

22.1 Recording of Communications
Puppiezo may record and retain:
● calls,
● WhatsApp messages,
● SMS,
● emails,
● chat transcripts.
22.2 Purpose of Recording
These may be used for:
● verification,
● service quality,
● dispute resolution,
● legal evidence,
● regulatory compliance.
22.3 User Consent
User consents to all communications being monitored and archived by Puppiezo.

23. INTELLECTUAL PROPERTY &
CONTENT RIGHTS

23.1 Ownership
All materials including text, trademarks, photos, listings, copy, video, interface design, and software are
owned by Puppiezo Private Limited.
23.2 Limited License
User receives a non-exclusive, limited licence to use the Platform solely for personal, non-commercial
purposes.
23.3 Prohibited Uses
User shall not:
● scrape or copy content,
● duplicate listings,
● use Puppiezo branding,
● reverse-engineer any part of the Platform.
23.4 User Content License
Any content submitted by the User (photos, reviews, testimonials) grants Puppiezo a perpetual,
worldwide, royalty-free licence to:
● use, reproduce, modify, publish, or display such content,
● including for marketing or quality improvement.

24. LIMITATION OF LIABILITY

24.1 Maximum Liability Cap
To the fullest extent permitted by law, Puppiezo’s total aggregate liability for any claim arising in
connection with the Platform or services shall not exceed:
The total Platform fees actually received by Puppiezo for that specific transaction.
24.2 ₹5,000 Cap for KCI Documentation Failures
Where breeder-promised KCI papers are not delivered within 12 months, the User may receive ₹5,000 as
final liquidated damages.
No further compensation shall be payable.
24.3 Exclusion of Consequential Damages
Puppiezo shall not be liable for:
● emotional distress,
● sentimental loss,
● mental agony,
● loss of anticipated companionship,
● indirect or incidental damages,
● loss of time or opportunity,
● reputational harm,
● punitive damages,
● special damages.
24.4 No Liability for Biological Variability
Variance in size, colour, growth, coat, temperament or health is not actionable.
24.5 No Liability for Acts of Third-Party Partners
Puppiezo is not responsible for actions or omissions of breeders, vets, logistics providers, or any external
parties.

25. INDEMNIFICATION BY USER

25.1 General Indemnity
User agrees to indemnify, defend and hold harmless Puppiezo Private Limited, its directors, officers,
employees and agents from any claims, losses, damages or legal demands arising from:
● breach of these Terms,
● user negligence,
● misuse of the Platform,
● false or malicious complaints,
● harassment,
● violation of laws,
● defamation or social-media misconduct,
● post-delivery neglect or improper care,
● misuse of grievance channels.
25.2 Indemnity for Legal & Administrative Costs
User shall also indemnify Puppiezo for:
● attorney fees,
● dispute-resolution costs,
● AWBI inspection responses,
● regulatory compliance costs arising out of User actions.

26. TERMINATION, BLACKLISTING &
SERVICE RESTRICTIONS

26.1 Immediate Termination
Puppiezo may terminate Services immediately for:
● non-payment,
● misconduct,
● abuse of staff,
● malicious intent,
● safety concerns,
● excessive escalations,
● bypassing official channels,
● social-media defamation.
26.2 Blacklisting
Users may be permanently blacklisted from future services.
26.3 Survival of Clauses
All indemnity, data rights, liability limitations and confidentiality clauses survive termination.

27. FORCE MAJEURE

27.1 Puppiezo shall not be liable for delays or failure to perform due to Force Majeure Events, including:
● pandemics,
● epidemics or zoonotic disease events,
● airline suspensions,
● government restrictions,
● natural disasters,
● transport embargos,
● system failures,
● cyberattacks,
● political unrest,
● breeder unavailability due to emergencies.
27.2 In such events, delivery timelines shall automatically extend without liability.

28. GOVERNING LAW & JURISDICTION

28.1 Governing Law
This Agreement is governed exclusively by the laws of India.
28.2 Jurisdiction
All disputes shall be subject to the exclusive jurisdiction of the Courts at New Delhi.
28.3 Mediation Option
Puppiezo may, at its discretion, direct parties to attempt mediation before litigation.

29. NON-WAIVER, SEVERABILITY &
ASSIGNMENT

29.1 Non-Waiver
Failure of Puppiezo to enforce any right shall not constitute a waiver.
29.2 Severability
If any clause is held unenforceable, the remaining Terms survive intact.
29.3 Assignment
User may not assign rights under this Agreement.
Puppiezo may assign rights to affiliates or successors.

30. ENTIRE AGREEMENT &
PRECEDENCE

30.1 This Agreement constitutes the entire understanding between the parties.
30.2 Any prior oral, digital or written representations are superseded.
30.3 In case of ambiguity, the interpretation most favourable to Puppiezo shall prevail.