Privacy Policy

Last updated: April 17, 2026

1. Information We Collect

We collect information you provide directly to us, such as your name, email address, pet details, and service preferences.

2. How We Use Your Information

We use your information to facilitate bookings, process payments, personalize your experience, and improve our services. We do not sell your personal data to third parties.

3. Data Security

We implement industry-standard security measures to protect your data. However, no method of transmission over the internet is 100% secure.

4. Your Choices

You may update your account information or opt out of promotional communications at any time through your profile settings.

5. Contact Us

If you have questions about this Privacy Policy, please contact us at privacy@pawnest.com.

6. Payments, Cancellations, Refunds & Disputes

a. Payments & Merchant of Record

All payments for bookings are processed through third-party payment gateways (such as Razorpay) and are received directly by PawNest. PawNest acts as the merchant of record for all transactions on the platform.

By making a booking, you authorize PawNest to charge your selected payment method for the full booking amount, including applicable fees.

b. Internal Allocation to Tenants

PawNest operates as a platform connecting users with independent service providers ("tenants"). Amounts payable to tenants are recorded internally in PawNest’s systems and are not held in a separate escrow account on behalf of tenants.

PawNest may release payouts to tenants based on internal policies, service completion status, and dispute resolution outcomes.

c. Cancellations & Refund Policy

Cancellations may be initiated by either the user or the tenant. Refunds are determined strictly based on the time of cancellation relative to the scheduled service:

• More than 2 hours before service: 100% refund
• 1 to 2 hours before service: 75% refund
• Less than 1 hour before service or no-show: No refund

Refunds, where applicable, will be processed to the original payment method within a reasonable timeframe. Payment gateway or platform fees may be non-refundable.

d. Chargebacks & Payment Disputes

If a user initiates a chargeback or dispute through their bank or payment provider, PawNest reserves the right to:

• Suspend or terminate the user account
• Recover disputed amounts and associated fees
• Provide transaction data to payment processors to contest disputes

Fraudulent or abusive chargebacks may result in legal action.

e. Service Responsibility & Disputes

PawNest is a technology platform that connects users with independent tenants. PawNest does not directly provide pet grooming or related services.

While PawNest may assist in dispute resolution, it does not guarantee the quality, safety, or outcomes of services provided by tenants.

f. Abuse & Misuse

PawNest reserves the right to deny refunds, suspend accounts, or take appropriate action in cases of suspected fraud, repeated cancellations, or misuse of the platform.

g. Limitation of Liability

To the maximum extent permitted by law, PawNest shall not be liable for any indirect, incidental, or consequential damages, including but not limited to loss of data, loss of profits, or service dissatisfaction.

PawNest’s total liability arising from any claim shall not exceed the amount paid for the specific booking giving rise to such claim.

h. Indemnification

Users and tenants agree to indemnify and hold harmless PawNest, its affiliates, and employees from any claims, damages, or liabilities arising from misuse of the platform, violation of these terms, or breach of applicable laws.