Welcome to Pawzee. Pawzee is a brand operated by Zilo Infotech Pvt Ltd("Pawzee", "we", "us", "our"). These Terms of Service ("Terms") govern your use of pawzee.shop and any related domains, mobile applications, or services (collectively, the "Platform"). By accessing or using the Platform, you agree to be bound by these Terms and our Privacy Policy. If you do not agree, please do not use the Platform.

1. Eligibility

You must be at least 18 years old and capable of entering a binding contract under the Indian Contract Act, 1872 to place orders on Pawzee. Minors may browse the Platform only under the supervision of a parent or legal guardian who agrees to these Terms on their behalf.

2. Account registration

Most browsing on Pawzee is open to guests. To place an order or use features such as wishlist, pets, and addresses, you must verify your mobile number (via OTP) or sign in with a Google account. You agree to provide accurate, current, and complete information, and to keep your account credentials confidential. You are responsible for all activity that occurs under your account.

You may not create multiple accounts to abuse promotional offers, impersonate another person, or evade restrictions. We may suspend or terminate accounts that violate these Terms.

3. Product listings, pricing & taxes

Product names, photographs, descriptions, and prices on the Platform are an invitation to offer and not a binding sales contract. A binding contract forms only when we accept your order and dispatch the goods.

All prices are listed in Indian Rupees (INR) and are inclusive of applicable Goods and Services Tax (GST) at the rate prescribed by law, unless stated otherwise. Shipping charges, if any, are shown at checkout. We reserve the right to correct pricing errors and to refuse or cancel orders placed on an incorrectly priced item, with a full refund.

4. Stock and substitutions

We list real-time stock based on our partner inventory feeds; in rare cases an item may go out of stock between when you add it to your cart and when we ship. If that happens, we will notify you and refund the affected item. We do not substitute products without your explicit consent.

5. Payment

All Pawzee orders are paid online before dispatch via Razorpay (UPI, cards, net banking, wallets). We do not offer Cash on Delivery. We use PCI-DSS compliant payment processors and never store your card details on our servers. We are not liable for failed transactions caused by your bank, insufficient funds, or third-party gateway errors. Any successful charge that is later reversed will result in cancellation of the affected order.

6. Shipping & delivery

We deliver across India through trusted courier partners. Estimated delivery times shown at checkout are indicative and may vary by pincode, weather, regional restrictions, or carrier delays. Risk in and title to the goods passes to you upon delivery to the address you provide. Please ensure your address and contact number are accurate; we are not responsible for non-delivery resulting from incorrect details.

7. Returns, refunds & cancellation

Cancellation: You may cancel an order any time before it is dispatched, free of charge, from your Orders page. Once dispatched, an order cannot be cancelled.

Defective product exchange: We accept exchange requests for defective, damaged-in-transit, or wrong-item orders within 3 days of delivery. Exchanges replace the same SKU; out-of-stock cases are refunded to the original payment method. Change-of-mind, size mismatch, and any non-defect reason are not eligible. See our Cancellation & Refund Policy for the full process.

Refunds: Approved refunds are processed within 7 business days of receipt of the returned product to the original payment method (or as store credit if the original payment method is unavailable).

8. Acceptable use

You agree not to use the Platform to:

• Upload, post, or transmit unlawful, harassing, defamatory, or obscene content;
• Infringe any patent, trademark, copyright, or other intellectual property right;
• Use bots, scrapers, or other automated tools to harvest data, prices, or images;
• Attempt to gain unauthorised access to any account, server, or network;
• Submit fraudulent orders, chargebacks, or impersonate another person;
• Reverse engineer, decompile, or disassemble any part of the Platform.

9. Intellectual property

All content on the Platform — including the Pawzee name and logo, product photographs, layout, code, and copy — is owned by Pawzee or licensed to us, and is protected under Indian and international copyright and trademark laws. You may not copy, reproduce, distribute, or create derivative works without our prior written consent. You may use product information solely for personal, non-commercial browsing and purchase decisions.

10. User-generated content

When you submit a review, rating, question, photograph, or any other content to the Platform, you grant Pawzee a worldwide, royalty-free, perpetual licence to use, display, reproduce, and modify it in connection with the Platform and our marketing. You represent that the content is yours to share and does not violate any third-party rights.

11. Communications

By creating an account or placing an order, you consent to receive transactional communications (order updates, OTPs, delivery notifications) via SMS, WhatsApp, email, and push notifications, even if your number is on the National Do Not Call Registry. You can opt out of promotional marketing communications at any time via your account settings or by replying STOP.

12. Modifications to the service

We may, at any time and without prior notice, add, modify, suspend, or discontinue any feature of the Platform. We will use reasonable efforts to notify you of material changes that affect orders you have already placed.

13. Disclaimers

The Platform and the products listed are provided on an "as is" and "as available" basis. Pawzee makes no warranties, express or implied, regarding the suitability of any product for a specific pet, breed, or medical condition. Always consult a qualified veterinarian for health advice. We do not warrant that the Platform will be uninterrupted, secure, or error-free.

14. Limitation of liability

To the maximum extent permitted by law, Pawzee's aggregate liability to you for any claim arising out of these Terms or your use of the Platform shall not exceed the amount you paid for the specific order giving rise to the claim. We are not liable for indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or goodwill.

15. Indemnity

You agree to indemnify and hold Pawzee, its officers, employees, and partners harmless from any claim, demand, loss, or expense (including reasonable legal fees) arising from your breach of these Terms or your violation of any law or third-party right.

16. Termination

We may suspend or terminate your access to the Platform at any time for breach of these Terms, suspected fraud, abuse of promotional offers, or extended inactivity. You may close your account at any time via your account page. Termination does not affect liabilities accrued prior to termination, including unpaid orders or pending refunds.

17. Governing law & jurisdiction

These Terms are governed by the laws of the Republic of India, without regard to its conflict of laws principles. Subject to the grievance procedure below, all disputes arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts at Mumbai, Maharashtra.

18. Grievance officer

In accordance with the Information Technology Act, 2000 and the Consumer Protection (E-Commerce) Rules, 2020, the contact details of our Grievance Officer are:

Dimple Agrawal — Grievance Officer
Zilo Infotech Pvt Ltd
Registered office: 212, Girish Ghosh Road, Bally, Howrah - 711202, West Bengal, India
Email: support@pawzee.shop
We acknowledge complaints within 48 hours and aim to resolve them within 30 calendar days.

19. Contact

For order support, product questions, or anything else: support@pawzee.shop.

20. Updates to these Terms

We may revise these Terms from time to time. The current version, with the effective date noted at the top, is always available at pawzee.shop/terms. Continued use of the Platform after a change constitutes acceptance of the revised Terms.