1. Booking Cancellations

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Customer-Initiated Cancellations:
    •    Free Cancellation Window: Bookings canceled 3 hour or above before the scheduled pickup time will not incur any charge.
    •    Late Cancellations: Bookings canceled less than 3 hours before pickup time will incur a cancellation fee of 50% of the fare. 
    •    No-Show Policy: If the customer or pet is not available at the pickup location within 10 minutes of driver arrival, it will be treated as a no-show, and the full fare may be charged.

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Driver-Initiated Cancellations:
    •    Drivers are encouraged to avoid cancellations unless due to safety concerns, emergencies, or mechanical failure.
    •    Repeated or unjustified cancellations by drivers may result in temporary deactivation or platform review.

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2. Refund Policy
    •    Eligible Refunds: Full or partial refunds are applicable in the following cases:
    •    Ride canceled by Pet-O-Meter due to unavailability of drivers.
    •    Service disruption caused by app malfunction or technical failure.
    •    Legitimate complaints of unsafe conditions or poor service.
    •    Refund Processing Time: All eligible refunds will be processed within 5–7 business days to the original payment method.
    •    Non-Refundable: Rides completed as per booking and cancellation fees are non-refundable.

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3. Driver Protection & Responsibilities

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Driver Rights:
    •    Drivers have the right to refuse service if:
    •The pet shows signs of aggression or distress that compromise safety.
    •The pet owner fails to provide essential equipment (leash, crate, etc.).
    • The customer violates platform terms or behaves abusively.
. The respect of our drivers are utmost important. Let’s create a warm and safe environment with mutual respect for our drivers too. 
 

Driver Safety Provisions:
    •    Pet-O-Meter ensures:
    •    All trips are GPS-tracked.
    •    Emergency support is accessible via the driver app.
    •    Customers must verify OTP and trip details before ride start.

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Damage & Incident Policy:

    •    In the event of property damage (vehicle scratching, seat soiling, etc.), a cleaning or repair fee may be charged to the customer.
    •    Drivers must report such incidents immediately with photo evidence for reimbursement review.

4. Dispute Resolution
    •    Disputes must be raised within 24 hours of the ride via the app’s Help section or by contacting support@petometer.in.
    •    All disputes will be reviewed on a case-by-case basis, with a resolution timeline of 3–5 business days.

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5. Customer Responsibility for Non-Permitted Pets

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5.1 Permitted Pets

Pet-O-Meter allows only domesticated pets legally permitted under Indian law. This includes:
    •    Dogs
    •    Cats
    •    Rabbits
    •    Guinea pigs
    •    Aquarium fish (in containers)
    •    Captive-bred exotic birds (non-native species only)

Pets must be healthy, non-aggressive, and appropriately secured in a carrier, leash, or harness.

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5.2 Prohibited Pets

The following are not allowed in Pet-O-Meter taxis:
    •    Wild or exotic animals not permitted under Indian law (e.g., monkeys, snakes, turtles, or Indian parakeets)
    •    Aggressive, sick, or unvaccinated animals
    •    Pets emitting foul odors or posing hygiene/safety concerns

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5.3 Customer Liability
    •    If a customer attempts to transport a non-permitted or illegal pet, the driver has the right to refuse service without a refund.
    •    If such an attempt results in damage, injury, or regulatory violations, the customer will be held fully liable for:
    •    Government fines
    •    Cleaning or repair costs
    •    Driver compensation or medical expenses
    •    Temporary suspension of their account

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5.4 Enforcement
    •    Pet-O-Meter reserves the right to deactivate user accounts involved in repeat or serious violations.
    •    All rides are subject to monitoring, and users are encouraged to report unsafe or unlawful transport.

6. Pet Safety & Handling Waiver

Ensures customers acknowledge the risks involved in transporting pets and the company’s non-liability for pre-existing pet conditions:
    •    Waiver: Customers acknowledge they are responsible for their pets’ behavior and health during the ride.
    •    Pet Condition: Customers must confirm their pets are fit for transport.

7. Emergency Protocol & Liability Clause

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7.1 Emergency Protocol

In the event of an emergency during transportation, the following steps will be taken:
    •    Driver Responsibilities:
    •    Contact Emergency Services: If the pet or driver is injured or requires urgent medical attention, the driver must immediately contact local emergency services (e.g., vet or hospital).
    •    Notify Pet-O-Meter Support: The driver must inform Pet-O-Meter’s 24/7 support team about the incident for immediate assistance and tracking.
    •    Redirecting Ride: In the case of pet-related medical emergencies, the driver will redirect the ride to the nearest veterinary facility or emergency service.
    •    Customer Communication: The driver will keep the customer informed of any emergency and the steps being taken.
    •    Customer Responsibilities:
    •    Provide Accurate Information: The customer should ensure that emergency contact information and pet medical history (e.g., allergies or pre-existing conditions) are updated and accessible to the driver.
    •    Cooperation: The customer must follow the driver’s instructions to assist with ensuring the pet’s safety and health during an emergency.

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7.2 Liability for Emergency Expenses

In case of an emergency resulting from the pet’s condition or behavior during transport, the following conditions apply:
    •    Customer Liability:
    •    Veterinary Expenses: If the pet requires medical attention due to an injury or condition arising during the transport, the customer is responsible for all related expenses, including but not limited to vet bills, treatment costs, or hospitalization fees.
    •    Property Damage or Cleaning: If the pet causes damage to the vehicle or creates a safety risk (e.g., soiling, vomiting), the customer will be responsible for covering cleaning or repair costs.

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8. Vet & Medical Disclaimer

Clarifies that Pet-O-Meter does not provide medical services and transportation is not a substitute for vet emergencies:
    •    Medical Disclaimer: Pet-O-Meter is not liable for any medical conditions or emergencies arising during transport.
    •    Emergency Vet Visits: Customers should contact a vet directly if their pet requires urgent care.

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9. In-App Consent/Checkboxes

Checkbox for customers to agree to Terms & Conditions, confirm pet’s eligibility for transport, and understand the risks involved:
    •    Consent: Customers must agree to all legal documents and policies before booking a ride.
    •    Pet Eligibility: Customers must confirm their pet is allowed and fit for transport.

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10. Integration with Animal Welfare Laws

 

10.1  Compliance with Animal Welfare Laws

Pet-O-Meter is fully committed to adhering to Indian animal welfare laws and ensuring the safe, ethical, and humane transport of pets. This includes compliance with the Prevention of Cruelty to Animals Act, 1960 and other relevant regulations concerning the treatment and transport of animals.
    •    Prevention of Cruelty to Animals Act, 1960: This Act ensures that animals are not subjected to unnecessary suffering. Pet-O-Meter complies with these laws by ensuring pets are treated with respect, properly secured, and transported in conditions that minimize stress and harm.
    •    Regulatory Compliance: Pet-O-Meter abides by all applicable regulations set forth by the Animal Welfare Board of India (AWBI) and other local governing bodies. This includes standards for safe handling, travel, and ensuring that all vehicles are equipped to provide safe transport for animals.
    •    Permit and Documentation Requirements: Pet-O-Meter ensures that all drivers are aware of the legal requirements surrounding animal transport, including required documentation, licenses, and permitting processes as per Indian laws.

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10.2 Ethical Transport Practices

In addition to legal compliance, Pet-O-Meter adheres to the highest standards of ethical transport practices for the safety and well-being of all pets. This includes:
    •    Safe & Comfortable Transport: All pets are transported in well-maintained vehicles that provide adequate space and ventilation. Pets are required to be properly secured either in carriers, cages, or with leashes/harnesses to prevent any harm or injury during transport.
    •    Humane Treatment: Pet-O-Meter drivers are trained to handle pets gently and to provide a stress-free, calm environment during the journey. Drivers are also instructed to monitor pets throughout the ride and report any signs of discomfort, illness, or distress immediately.
    •    No Overcrowding: Vehicles are designed to accommodate a limited number of pets per trip to ensure ample space for comfort and safety. Overcrowding, which can lead to stress or harm, is strictly prohibited.
    •    Emergency Care: In the event of an emergency, the pet’s health and safety are prioritized, and the driver or the pet parents  is required to contact emergency veterinary services immediately. Pet-O-Meter ensures that its drivers will give full cooperation and support during emergency,should a situation arise.

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10.3 Animal Welfare Advocacy

  •    Education and Awareness: Pet-O-Meter works towards raising awareness about ethical treatment and handling of pets, both among pet owners and the public, by providing information on responsible pet ownership and humane transport practices.
    • Animal Rights Protection: Pet-O-Meter is an advocate for animal rights and supports the implementation of laws aimed at protecting animals from cruelty, neglect, and exploitation. We actively work towards ensuring that our services contribute positively to the lives of pets and the broader animal welfare community.

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10.4 Customer & Driver Responsibility
    •    Customer Responsibility: Customers are required to ensure that their pets are fit for travel, not aggressive, and legally permitted to be transported. It is also the responsibility of the customer to secure their pet adequately during transport, ensuring its safety and well-being.
    •    Driver Responsibility: Drivers must comply with the ethical and legal standards for animal transport. They are required to report any violations or welfare concerns regarding the pets they transport and to seek help from emergency services if needed.

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10.5 Consequences of Non-Compliance

Any violation of these welfare practices, including the transport of illegally permitted or endangered species, poor treatment of pets, or failure to comply with relevant animal welfare laws, will result in immediate termination of service for the offending party (whether customer or driver). Pet-O-Meter reserves the right to report such violations to appropriate authorities.