Terms of Service

These terms apply when you use the IncrediPets website (www.incredipets.ai), the IncrediPets apps, or book any service or product from us. “IncrediPets”, “we” and “us” mean MANGOPAW TECHNOLOGIES AND SOLUTIONS PRIVATE LIMITED, the company that owns and runs the IncrediPets brand. “You” means the person booking or using a service. By booking or paying, you agree to these terms and to our Customer Support & Refund Policy and Privacy Policy, which form part of them.

1. How IncrediPets works

IncrediPets runs a quality-controlled network of pet professionals: trainers, walkers, groomers and para-vets. The professionals who visit your home (“Service Professionals”) are independent and are not our employees. Before joining the network, each one is identity-checked and assessed, and is trained on our methods and standards.

IncrediPets is responsible for:

• matching you with a suitable Service Professional and scheduling your sessions;
• taking payment and issuing your invoice;
• monitoring quality, including session check-ins, progress updates and audits;
• replacing a Service Professional who does not meet our standard; and
• customer support, complaints and refunds under our Customer Support & Refund Policy.

The Service Professional is responsible for carrying out each session with reasonable skill and care, and for their own conduct in your home.

2. What you are buying

Each package is a stated number of sessions of a stated length, following the plan or curriculum shown when you book. The booking confirmation and invoice are the record of what you bought.

Training results are not guaranteed. How quickly a pet learns depends on its age, breed, temperament, health and history, and on the practice it gets between sessions. What we do commit to is that your sessions are delivered as scheduled by a qualified professional, that you can see each session in the app, and that we will replace the professional and add make-up sessions where our Customer Support & Refund Policy says so. No member of our team is authorised to promise a specific outcome in a specific time. If anyone did, please tell us at support@incredipets.in.

3. Sessions, scheduling and records

• We will agree a schedule with you. You can ask to reschedule through the app or support.
• We may change the assigned Service Professional, for example for availability, quality or safety. Your package and remaining sessions stay the same.
• The app records each session, including check-in time. If a session shows as completed but did not happen, tell us within 7 days. We will check it and, where it did not take place, add it back to your package.
• Please make sure a responsible adult is present or reachable during sessions, and that the area is safe to work in.

4. Your pet’s information

Please tell us accurately about your pet’s age, health, vaccinations, medication, and any history of biting, aggression or anxiety, and update us if anything changes. A Service Professional may pause or stop a session if continuing would put the pet, you or them at risk. Where we were not told about a known risk, we cannot be responsible for harm that follows from it.

5. Vaccination and health services

At-home vaccinations are given by trained para-vets working under the supervision of a registered veterinarian, using the vaccines named in your plan. Mild, short-lived reactions (soreness, tiredness, low appetite) are normal. If your pet shows anything more serious, contact your nearest veterinarian straight away and inform us. Our home visits do not replace diagnosis or treatment by a veterinarian.

6. Pet registration

For pet registration we prepare and file your application with the municipal authority on your behalf. We are a private filing service, not part of the authority. Approval, the licence itself and the authority’s own timelines and fees are decided by the authority. Our fee and what it covers are shown before you pay.

7. Products and digital courses

Physical products (for example pet food or tags) are described on their product page, including delivery and what to do if an item arrives damaged. For digital courses, the refund promise shown on the checkout page applies.

8. Prices and payment

Prices are shown in rupees and include GST unless stated otherwise. Packages are paid in advance through our payment partners. Your invoice is issued by MANGOPAW TECHNOLOGIES AND SOLUTIONS PRIVATE LIMITED. Please pay only through the app, the website or a payment link sent from an official IncrediPets number or email, and never in cash to a Service Professional unless we have confirmed it in writing.

9. Cancellations and refunds

Cancellations, replacements, make-up sessions and refunds follow our Customer Support & Refund Policy. Where we agree a refund, we will tell you the amount, how it was calculated and the date it will be paid, and share the bank reference (UTR) once it is sent. Nothing in these terms limits any right you have under the Consumer Protection Act, 2019.

10. Conduct and safety

We do not tolerate rough handling, punishment-based methods or disrespectful behaviour by a Service Professional. If you see or suspect anything of this kind, tell us immediately at support@incredipets.in or +91 888 999 1800. We will stop that professional’s visits to you, investigate, and take action, which can include removing them from the network. Equally, we ask that Service Professionals are treated with respect in your home.

11. Our liability

We are responsible for the services we arrange as described in these terms. Our total liability for any claim about a service or product is limited to the amount you paid for that specific service or product. We are not liable for indirect or consequential losses, such as loss of income or business. These limits do not apply to anything the law does not allow us to limit, including liability for fraud, or for death or personal injury caused by negligence.

12. Use of the website and apps

Please do not misuse our website or apps, for example by trying to access accounts or data that are not yours, interfering with the service, or posting unlawful or abusive content. Our name, logo, content and materials belong to us or are used with permission and may not be copied for commercial use without our written consent.

13. Complaints and grievance redressal

Contact support first at support@incredipets.in or +91 888 999 1800. If you are not happy with the response, write to our Grievance Officer at support@incredipets.in with the subject “Grievance”. We acknowledge every grievance within 48 hours and aim to resolve it within 30 days.

14. Changes, law and jurisdiction

We may update these terms. The version that applies to a booking is the one in force when you paid, and the date at the top of this page shows when they last changed. These terms are governed by the laws of India. Subject to your rights to approach a consumer commission, the courts at New Delhi have jurisdiction.