Pet City is owned by TUFUS Solutions Private Ltd ,(“Company”, “We”, “Us”, or “Our”) is a private limited company having its registered office at Rangareddy Telangana which operates the website www.tufussolutions.com.in and www.Petcityapp.in (collectively hereinafter referred to as the “Platform”). These Terms of Service (“Terms”) govern Your access to and use of the Platform and the Services (as defined below) made available on the Platform. By accessing Platform and using the Service, You agree to these Terms. The Company requests users of Platform (“User”, “You”, “Your”), to read these Terms and all other policies of the Platform (“Platform Policies”) carefully before using or registering on the Platform. By clicking on the “I accept” button provided, You accept these Terms and Policies of the Platform and agree to be legally bound by the same.
The Company provides service of facilitating Pet Help, Legal Advisory and Healthcare Services (collectively the “Services”).
These Terms: (i) will be considered to be an electronic record under the Indian data privacy laws including the Information Technology Act, 2000 read with rules and regulations made thereunder; and (ii) will not require any physical, electronic, or digital signature by Company.
We have right to update, change or replace any part of these Terms of Service by posting updates and / or changes to our website and it is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.
- Please refer to our other policies for more details:
REFUND & CANCELLATION POLICY
- A- Cancellation before 24 hrs of the appointment time window
- If a customer cancels a confirmed(accepted by service provider) appointment booking before 24 hrs booking window of the scheduled service/s, a refund will be processed along with deducting 10% cancellation service fees (excluding any platform service fees incurred)
- If a service provider cancels the confirmed appointment booking before 24 hrs booking window of the scheduled service/s, – full refund to customer(excludes platform service fee ) and rescheduling option may be available
- B- Cancellation less than 24 hrs of the appointment time window
- If a customer cancels within 24 hrs widow of the scheduled service (irrespective accepted or non accepted appointment by service provider)-NO REFUND to customerIf a service provider cancels the accepted / non accepted appointment less than 24hr window to the scheduled appointment – full refund to customer ( excludes platform service fee ) and rescheduling option may be available
NO-SHOW Policy
If a customer is not available at the scheduled service time and has not provided prior notice, it will be considered as no show
No Shows may result in the full service fee being charged with no refund provided
Repeated no-shows may lead to account temporary suspension
Rescheduling Policy
- Customers can reschedule a booking/s through the app based on the provider’s availability
- Rescheduling is free if requested more than 24 hrs before the Scheduled service
- Last- Minute rescheduling (within 24 hrs of the booked service) may lead to additional charges based on provider availability
- If the provider is unavailable at the new requested time, the customer will have the options to
- Accept a different available time
- Cancel the booking and receive a refund (subject to the cancellation policy)
- Amount once paid through the payment gateway shall not be refunded other than in the following circumstances:
• Multiple times debiting of Customer’s Card/Bank Account due to technical error OR Customer’s account being debited with excess amount in a single transaction due to technical error. In such cases, excess amount excluding Payment Gateway charges would be refunded to the Customer.
• Due to technical error, payment being charged on the Customer’s Card/Bank Account but the enrolment for the examination is unsuccessful. Customer would be provided with the enrolment by Payment gateway service at no extra cost. However, if in such cases, Customer wishes to seek refund of the amount, he/she would be refunded net the amount, after deduction of Payment Gateway charges or any other charges.
- The Customer will have to make an application for refund along with the transaction number and original payment receipt if any generated at the time of making payments.
- The application in the prescribed format should be sent to tufussolutions@gmail.com & app.petcity@gmail.com
- The application will be processed manually and after verification, if the claim is found valid, the amount received in excess will be refunded by payment gateway service through electronic mode in favour of the applicant and confirmation sent to the e-mail address given in the online registration form, within a period of 7 working days on receipt of such claim. It will take 3-7 days for the money to show in your bank account depending on your bank’s policy.
- Company assumes no responsibility and shall incur no liability if it is unable to affect any Payment Instruction(s) on the Payment Date owing to any one or more of the following circumstances:
- If the Payment Instruction(s) issued by you is/are incomplete, inaccurate, and invalid and delayed.
- If the Payment Account has insufficient funds/limits to cover for the amount as mentioned in the Payment Instruction(s)
- If the funds available in the Payment Account are under any encumbrance or charge.
- If your Bank refuses or delays honouring the Payment Instruction(s)
- Circumstances beyond the control of Company (including, but not limited to, fire, flood, natural disasters, bank strikes, power failure, systems failure like computer or telephone lines breakdown due to an unforeseeable cause or interference from an outside force)
- Any services cancelled post acceptance by service providers due to Genuine reasons, platform cost will be deducted and refunded upon discussion
- Cancellation or No show will incur charges (10%) of the service cost and refunded
- In case the payment is not effected for any reason, you will be intimated about the failed payment by an e-mail tufussolutions@gmail.com & app.petcity@gmail.com
Exceptional Circumstances
PetCity understands that unforeseen events such as medical emergencies, natural disasters or force majeure may require customer to cancel ore reschedule a booking/s
In such cases, customers must notify PetCity as soon as possible
Cancellation fees may be wived upon review of the circumstances
Grievance Redressal
Any complaints arising from the access or usage of the Platform may be addressed to the following grievance officer:
Name of the Grievance Officer: Akheel Rizwan [tufussolutions@gmail.com] (“Grievance Redressal Officer”)
You can email us and contact information: tufussolutions@gmail.com & app.petcity@gmail.com
Communications
Mistakes can happen. If there is an error made by PetCity, please email us to discuss the issue and we will do our best to resolve the problem as soon as possible .
You hereby expressly agree to receive communications by way of SMS and / or e-mails from the Company relating to the Services provided through the Platform. You can unsubscribe / opt-out from receiving communications from the Company SMS and e-mail anytime by visiting the Platform. In which case, the Company will only send You communications solely required for the purposes of the Services provided through the Platform.
Your first step is to contact us at PetCity via phone or email to discuss the issue. We aim to resolve the matter as quickly as possible for you. If the item/package is faulty, we will require you to email photos of the faulty items along with proof of purchase of service app.petcity@gmail.com here of our team members will then contact you to inform you on the status of your request.
Updated to this policy
This Terms of Use policy was updated on 26.01.2026. From time to time, we may change our policy practices. We will notify you of any changes to this policy as required by law. We will also post an updated copy on our app. Please check our website periodically for updates.