Terms & Conditions of Use

Effective Date: August 28, 2025

These Terms & Conditions of Use (“Terms”) govern your access to, registration on, and use of the digital platform, including any website(s), mobile application(s), web portal(s), software applications, APIs, and related services (collectively, the “Platform”) operated by Anicrest Veterinarian Private Limited under the brand name MyAnimal (“Company”, “We”, “Us”, or “Our”). These Terms apply irrespective of the domain name, website, application, or digital interface through which the Platform is accessed.

By accessing, browsing, registering, creating an account, clicking “I Agree”, installing the mobile application, purchasing products, selling products, or otherwise using the Platform, you (“User”, “Customer”, “Vendor”, or “You”) acknowledge that you have read, understood, and agreed to be legally bound by these Terms and all Annexures attached hereto, which form an integral part of this Agreement. If you do not agree to these Terms, you must immediately discontinue use of the Platform.

These Terms: (i) will be considered to be an electronic record under the Indian data privacy laws including the Information Technology Act, 2000 read with rules and regulations made thereunder; and (ii) will not require any physical, electronic, or digital signature by the Company.

1. Eligibility

• Customers must be legally competent individuals capable of entering into a valid and enforceable contract under applicable laws of India.
• Vendors must be legally competent individuals or duly registered business entities possessing all licenses, registrations, permits, tax registrations, certifications, and authorizations required to sell their products or services.
• Minors may use the Platform only under the supervision of a parent or legal guardian, who shall be deemed the contracting party and shall remain responsible for all activities carried out through such account.

2. Accounts and Registration

• Users shall provide accurate, complete, and up-to-date information during registration. You are solely responsible for maintaining the confidentiality of your login credentials and for all activities undertaken through your account.
• Vendors shall additionally provide applicable documents including, but not limited to:
  • PAN and Aadhaar
  • GST Registration and Business Registration
  • Trade Licenses and FSSAI License (where applicable)
  • Veterinary Certifications (where applicable)
  • Bank Account Details
  • Any other information required for regulatory compliance.
• The Company reserves the right to suspend, restrict, or terminate any account found to contain false, misleading, incomplete, or outdated information.

3. Acceptable Use

• The Platform shall only be used for lawful purposes. You represent and warrant that you shall not:
  • Commit fraud or misrepresentation.
  • Sell counterfeit, illegal, prohibited, uncertified, or restricted products.
  • Upload malicious software, viruses, harmful code, spam, defamatory, obscene, or unlawful content.
  • Manipulate reviews, ratings, rankings, or customer feedback.
  • Violate intellectual property rights.
  • Interfere with Platform security or operations.
  • Use automated tools or bots without authorization.

4. Products, Listings, and Content

• Vendors are solely responsible for ensuring that product listings, descriptions, specifications, warranties, certifications, pricing, and images are complete, accurate, and compliant with all applicable laws including veterinary regulations, FSSAI requirements, animal healthcare regulations, and consumer protection laws.
• Product images are for illustrative purposes only. Actual products may vary depending on manufacturing updates, packaging, or supplier modifications.
• The Company reserves the right to review, edit, moderate, suspend, reject, or remove any listing that violates these Terms or applicable laws.

5. Orders, Payments, and Credit

For Customers

• Orders placed through the Platform constitute an offer to purchase and shall be deemed accepted only upon dispatch of the products.
• Payments may be made through secure payment gateways, UPI, debit cards, credit cards, net banking, cash-on-delivery (where available), or the Credit/Pay Later Facility (see Annexure A).
• Customers using the Credit/Pay Later Facility agree to repay the outstanding amount within the applicable repayment schedule. Failure to repay may result in suspension of Platform access, withdrawal of credit facilities, recovery proceedings, and reporting to authorized credit agencies, where applicable.

For Vendors

• Vendors shall maintain accurate inventory and pricing, and issue GST-compliant invoices wherever applicable.
• Payments to Vendors shall be settled according to the Company’s settlement cycle, which may extend up to ninety (90) days after the deduction of applicable commissions, service fees, taxes, TDS, TCS, refunds, chargebacks, penalties, or other statutory deductions.
• The Company acts only as a technology platform and payment facilitator and shall not be deemed a banking or financial institution.

6. Shipping, Delivery, and Risk

• Vendors are responsible for timely dispatch and secure packaging.
• The risk of loss transfers to the Customer only upon successful delivery verified through OTP, digital acknowledgment, electronic confirmation, or signed proof of delivery.
• The Company shall not be liable for delivery delays caused by logistics providers, natural disasters, strikes, government restrictions, force majeure events, or circumstances beyond reasonable control.

7. Returns, Refunds, and Cancellations

• Returns, refunds, and cancellations shall be governed by the Platform’s Refund & Cancellation Policy (see Annexure C).
• Vendors shall honor eligible returns and process refunds or replacements promptly.
• Refunds shall generally be processed to the original payment method unless otherwise permitted by law.

8. Reviews and Ratings

• Customers may submit genuine reviews after verified purchases.
• Users shall not post false reviews, manipulate ratings, offer incentives for positive reviews, or harass reviewers.
• The Company reserves the right to remove reviews violating applicable laws or Platform policies.

9. Intellectual Property

• All software, source code, trademarks, logos, databases, designs, graphics, content, Platform layout, documentation, and intellectual property rights belong exclusively to the Company or its licensors. Unauthorized use is strictly prohibited.
• Vendors grant the Company a non-exclusive, royalty-free, worldwide license to display, reproduce, publish, modify (for formatting purposes only), advertise, and distribute product listings, trademarks, descriptions, and images solely for operating and promoting the Platform.
• Customers grant the Company permission to use reviews and feedback for service improvement and promotional purposes.

10. Limitation of Liability and Indemnity

• Except where prohibited by applicable law, the Company shall not be responsible for product quality, manufacturing defects, Vendor warranties, indirect or consequential damages, loss of profits, or business interruption. The Company’s aggregate liability arising from any dispute shall not exceed the total amount actually paid by the Customer for the specific disputed transaction.
• Vendors shall indemnify the Company against claims arising from their products, services, listings, regulatory violations, negligence, or misconduct.
• Customers shall indemnify the Company against misuse of the Platform, fraudulent activity, or unlawful conduct.
• The Company shall indemnify Vendors only against valid third-party intellectual property infringement claims directly attributable to the Company’s actions.
• Nothing contained herein limits rights available under applicable consumer protection laws.

11. Data Protection and Privacy

• The Company collects, stores, processes, transfers, and protects personal information in accordance with its Privacy Policy and applicable data protection laws, including the Digital Personal Data Protection Act, 2023, where applicable.
• Vendors shall implement reasonable safeguards to protect customer information and comply with applicable privacy laws.

12. Suspension and Termination

• The Company may suspend, restrict, or terminate any account for violations of these Terms, fraud, unlawful conduct, or regulatory requirements.
• Users may voluntarily close their accounts by providing ninety (90) days’ prior notice, subject to settlement of outstanding obligations.
• The Company may retain transaction records and compliance documents as required by applicable law.

13. Governing Law and Dispute Resolution

• These Terms shall be governed by the laws of India.
• Disputes shall first be attempted to be resolved through good-faith negotiations and Platform-facilitated mediation.
• If unresolved, disputes shall be referred to arbitration under the Arbitration and Conciliation Act, 1996. The arbitral tribunal shall consist of a sole arbitrator appointed in accordance with the Act.
• The arbitration shall be conducted in Mumbai, India, in the English language.
• Subject to applicable law, courts located in Mumbai shall have exclusive jurisdiction.

14. Modifications

• The Company reserves the right to amend these Terms and Annexures from time to time.
• Reasonable notice shall be provided through the Platform or other appropriate communication channels.
• Continued use of the Platform following such modifications shall constitute acceptance of the revised Terms.

15. Other Provisions

• Force Majeure: Neither party shall be liable for failure or delay caused by events beyond reasonable control.
• Independent Relationship: Nothing contained herein creates a partnership, agency, employment, franchise, or joint venture relationship between the Company and Vendors.
• Assignment: Users may not assign rights without prior written consent. The Company may assign these Terms in connection with mergers, acquisitions, restructuring, or transfer of business.
• Severability: If any provision is held invalid, the remaining provisions shall continue in full force and effect.
• Waiver: Failure to enforce any provision shall not constitute a waiver of future enforcement.
• Electronic Communications: Electronic notices, agreements, records, and communications shall have the same legal effect as written documents.
• Compliance with Applicable Laws: These Terms shall be interpreted in accordance with applicable laws including the Information Technology Act, 2000, the Consumer Protection Act, 2019, the Digital Personal Data Protection Act, 2023, and other applicable laws. Nothing contained herein shall limit any statutory rights available to consumers or any rights required under applicable marketplace policies, including Google Play Developer Program Policies.

Annexure A – Credit / Pay Later Terms

(By the Company’s Authorized Financial Partner)

• The Credit/Pay Later Facility (“BNPL”) is offered at the Platform’s discretion, either directly or through authorized financial partners.
• Customers must undergo eligibility verification, including KYC and credit assessment.
• Repayment shall be made within the period displayed at checkout (e.g., 15 or 30 days).
• Late payments may attract:
  • Interest at the rate communicated at the time of availing the facility.
  • Applicable late payment charges as disclosed before disbursement.
  • Suspension of Platform access until repayment.
  • Reporting to authorized credit bureaus, where applicable.
• The Company and/or its financial partners reserve the right to suspend or withdraw BNPL facilities at any time.
• Customers shall first raise credit-related disputes with the Company and thereafter with the lending partner, where applicable.

Annexure B – Seller / Vendor Compliance Terms

• Vendors must complete all applicable KYC formalities and maintain valid registrations.
• Operational Requirements:
  • Vendors shall issue GST-compliant invoices, remit applicable taxes, provide HSN/SAC codes, sell only genuine/authentic/certified products, follow FSSAI requirements wherever applicable, and maintain adequate inventory.
• Prohibited Activities: Include counterfeit products, illegal goods, misrepresentation, false warranties, expired products, artificial price inflation, and regulatory violations.
• Penalties: May include product delisting, payment withholding, account suspension, account termination, recovery of damages, and legal proceedings.

Annexure C – Refund & Cancellation Policy

• Return Window:
  • General products: 7 days
  • Electronics and accessories: 10 days
  • Perishable goods, vaccines, and customized products: Non-returnable
• Return Conditions: Items must be unused, in original packaging, and include proof of purchase. Damaged or defective products must be reported within forty-eight (48) hours of delivery.
• Refund Timeline: Refunds shall generally be processed within seven (7) to ten (10) working days. Online payments shall be refunded to the original payment method. Cash-on-Delivery refunds shall be processed through bank transfer or wallet credit, where applicable.
• Cancellation: Customers may cancel orders before dispatch for a full refund. Vendors may cancel orders only due to genuine stock unavailability. Repeated cancellations by Vendors may result in penalties.
• Return Shipping Charges: For defective or damaged products, return shipping shall be borne by the Vendor. For change-of-mind returns, return shipping shall be borne by the Customer, unless otherwise specified.