Grievance Redressal Policy
Last updated: 1 November 2026
TK Petcare Solutions Private Limited (“PawSpace“) wants every complaint resolved quickly and fairly. This policy applies to customers, pet parents, users of our website and app, and anyone affected by content on our Platform. It meets the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and our privacy obligations.
1. Who to contact
Step 1: Customer care (most issues are solved here)
WhatsApp or call 99969 99505 · connect@pawspace.in · in the app
Pet funeral: 96555 96115
Step 2: Grievance Officer (if you are not satisfied, or for formal complaints, privacy requests and complaints about content)
Mahesh Mohan, Co-founder
TK Petcare Solutions Private Limited, 2nd Floor, No. 07/3, 15/1, 185/2, 185/A, Kokarya Business Synergy Center, Nagananda Commercial Complex, 18th Main Road, Jayanagar 9th Block, Bengaluru, Karnataka 560041
Email: mahesh@pawspace.in · Phone: 99969 99505
Nodal contact for compliance (Rule 4(1)(b), E-Commerce Rules): Mahesh Mohan, Co-founder, mahesh@pawspace.in (interim; same as the Grievance Officer)
2. What you can complain about
Service quality, bookings, cancellations, refunds, payments and invoices, conduct of a professional, pet safety, injury or property damage, PawSpace Promise decisions, privacy and personal data requests, content on our Platform, misleading information, harassment, and product deliveries or returns.
3. How to raise a complaint
Send your name, registered phone number, booking ID (if any), what happened and when, photos, videos or documents if you have them, and what you would like us to do. You do not need to use any particular format. Every complaint gets a ticket number so you can track it.
4. Our timelines
| Type of complaint | Acknowledgement | Resolution |
|---|---|---|
| Consumer complaints (services, refunds, payments, products, PawSpace Promise) | Within 24 hours | Within one month of receipt |
| Complaints about content on the Platform (IT Rules, 2021) | Within 24 hours | Within 7 days; requests to remove unlawful content under Rule 3(1)(b) within 36 hours |
| Content showing a person’s private areas or nudity, sexual acts, impersonation or morphed images of a person | Immediately | Removed or access disabled within 2 hours |
| Privacy and personal data requests | Within 24 hours | Within 30 days |
If we need information from you, a vet, a bank or a professional, we will tell you what we need, but the time limits above still apply. Refunds approved after a complaint are paid within 7 business days of approval. For a payment-gateway or bank issue, we will raise it with the payment partner and keep you updated.
5. How we decide
We look at the booking records, messages, photos, the professional’s account and any documents you send. We may ask both sides for their account of what happened. We give you our decision in writing, with reasons. Possible outcomes include an explanation, a redo of the service, an alternative professional, a partial or full refund, a PawSpace Promise payment, or action against a professional.
6. Escalation inside PawSpace
- Customer care team
- Operations / city manager
- Grievance Officer
- Management review (serious incidents, injuries, legal notices)
7. Complaints we may decline
We may decline complaints that are knowingly false, supported by altered documents, made to obtain money by threats, or abusive towards our staff or professionals. We will tell you why.
8. Your other options
This policy does not limit your legal rights. You may at any time:
– contact the National Consumer Helpline: 1915 or consumerhelpline.gov.in;
– file a complaint before the Consumer Disputes Redressal Commission with jurisdiction, including where you live or work (section 34, Consumer Protection Act, 2019), or online through e-Jagriti; and
– for personal data, complain to the Data Protection Board of India once its complaint process applies, after using our process.
