PawSure – Grievance Redressal Policy

Last updated: 29 June 2026

1. Purpose

This Grievance Redressal Policy describes the process by which users of the PawSure Platform may raise complaints, concerns, or grievances relating to the use of the Platform, including but not limited to bookings, payments, cancellations, safety issues, data protection, and user conduct.

This Policy is published in accordance with applicable Indian laws, including the Information Technology Act, 2000, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the Consumer Protection Act, 2019, the Consumer Protection (E-commerce) Rules, 2020, and the Digital Personal Data Protection Act, 2023.

2. Scope of Grievances Covered

Users may raise grievances relating to, including but not limited to:

• booking, cancellation, refunds, or payout issues;

• conduct of other users (Owners or Hosts);

• safety or animal-welfare concerns;

• suspected misuse of the Platform;

• data protection or privacy-related concerns; and

• any other issues arising from the use of the PawSure Platform.

This Policy applies to all Users of the Platform.

3. Grievance Officer Details

In accordance with applicable law, PawSure has appointed a Grievance Officer to address user complaints and grievances.

Grievance Officer
Name: Chinmaya
Designation: Grievance Officer
Email: [email protected]

Where required by applicable law, PawSure may designate a nodal contact person for coordination with regulatory or law enforcement authorities.

4. How to Submit a Grievance

Grievances may be submitted by emailing the Grievance Officer at the email address listed above.

Users are encouraged to provide sufficient details to enable effective review, including relevant booking references, screenshots, or supporting information, where applicable.

PawSure may decline to process grievances submitted through informal channels such as social media or personal messaging accounts, unless directed otherwise by applicable law.

5. Acknowledgement and Resolution Timelines

PawSure will acknowledge receipt of a grievance within 48 hours and assign a unique reference number for tracking.

Grievances relating to intermediary obligations or unlawful content will be addressed in accordance with applicable information technology laws and resolved within the timelines prescribed therein.

All other grievances, including booking, payment, safety, or data protection concerns, will be endeavoured to be resolved within 30 days from the date of receipt, in accordance with applicable law.

Data protection–related grievances will be handled in accordance with the Digital Personal Data Protection Act, 2023 and may be escalated to the Data Protection Board of India where applicable.

6. Review and Action

In reviewing grievances, PawSure may:

• examine relevant records or information available on the Platform;

• seek clarification or additional information from involved users;

• take appropriate action in accordance with its Terms and Conditions, Privacy Policy, and other applicable policies; and

• where necessary, temporarily restrict access to the Platform pending review.

7. Escalation

If a user is not satisfied with the resolution provided, they may have the right to escalate the grievance to the appropriate statutory or regulatory authority in accordance with applicable law.

8. Relationship with Other Policies

This Grievance Redressal Policy should be read together with PawSure’s:

• Terms and Conditions; and

• Privacy Policy.

In the event of any inconsistency, the Terms and Conditions and Privacy Policy shall prevail, as applicable.

9. Updates to this Policy

PawSure may update this Grievance Redressal Policy from time to time to reflect changes in law or Platform practices. The updated version will be made available on the Platform.