Terms and Conditions of Service

1. Contracting Entities & Governing Jurisdiction

These Terms and Conditions ("Terms") constitute a legally binding agreement between you ("User", "Pet Parent", "Host", or "Partner") and the operating entities of Hai Pet:

2. Marketplace Intermediary Role

Hai Pet acts solely as a technology intermediary within the meaning of Section 2(1)(w) of the Information Technology Act, 2000. Hai Pet does not own, manage, or operate pet boarding facilities, kennels, or veterinary clinics, nor is Hai Pet an employer of the independent hosts listed on the platform. Contracts for care services are directly entered into between Pet Parents and independent Hosts.

3. Host Duties & Premise Standards

All independent Hosts approved on the platform covenant and warrant that:

• They will maintain 100% cage-free environments without solitary confinement or cruel restraint.
• Premises must be safe and secure for pets, with reasonable safeguards against falls and escapes.
• Hosts will provide clean drinking water, administer food and prescribed medications strictly according to the Pet Parent’s written instructions, and adhere to agreed walking routines.
• Hosts will keep the Pet Parent updated and respond to messages during the stay.
• Hosts will accept or decline booking requests within the response window shown on the request.

4. Mandatory Pet Health & Vaccination Rules

To preserve health across all host homes, the Pet Parent explicitly warrants that:

• The pet is up to date on all mandatory core vaccinations: Anti-Rabies Vaccine (ARV) and DHPPi (for dogs) or Tricat/FVRCP (for cats), administered by a licensed veterinary doctor.
• The pet has received proactive tick, flea, and deworming treatments within 30 days prior to check-in.
• The pet is free from any known communicable, infectious, or zoonotic disease (e.g. Parvovirus, Kennel Cough, Distemper, Feline Leukemia).
• The Pet Parent has fully and truthfully disclosed all known behavioral conditions, aggression triggers, separation anxiety, and bite history in the Pet Passport prior to booking.

5. Payments, Cashfree Gateway & Recurring Mandates

All consumer payments in India are facilitated securely in Indian Rupees (INR) via Cashfree Payments India Pvt Ltd:

• Supported Payment Methods: UPI, Credit Cards, Debit Cards, Net Banking, and approved prepaid instruments.
• Recurring Subscriptions & Mandates: For ongoing weekly or monthly daycare/dog walking packages, users may opt into automated standing instructions via UPI AutoPay, e-NACH, or recurring card mandates.
• Cancel Anytime: Users maintain the right to revoke or cancel recurring mandates at any time without penalty via their Hai Pet Account Settings or directly through their issuing bank/UPI app.
• Request-to-Book: Nothing is charged when you send a booking request. After the host accepts, you pay online within the payment window shown on your booking; the booking is confirmed once payment is verified.
• Host Payouts: The platform holds the payment and releases the host’s payout within 7 days after check-out. Hosts receive the booking subtotal minus the platform fee shown on the booking (default 10%).
• Cancellations & Refunds: Full refund for cancellations 48 hours or more before the start date; 50% refund within 48 hours of the start; no refund after care starts. Approved refunds typically reach your bank in 5–7 business days. If a host declines or cancels, you are not charged or are refunded in full. See our Refund and Cancellation Policy.

6. Limitation of Liability & Medical Emergency Protocol

In the event of an unforeseen medical emergency or sudden illness during a stay, the Host will promptly contact the Pet Parent and, where needed, take the pet to a nearby veterinary clinic. Veterinary costs are the Pet Parent’s responsibility unless otherwise agreed.

To the maximum extent permitted by applicable law, the cumulative aggregate liability of Hai Pet arising out of or related to any booking or platform use is strictly limited to the total fees paid by the Pet Parent for the specific booking in dispute.

7. Modifications to Terms

Hai Pet reserves the right to modify or update these Terms at any time. Continued use of our marketplace platform following notice of revisions constitutes your affirmative acceptance of the updated Terms.