Last updated: 2026-06-07 · Version 2.0
1. Who we are & what these terms cover
TailsMart is a hyperlocal pet super-app operated by Care4Tails Private Limited (CIN: U96092KA2023PTC171347), a company incorporated under the Companies Act, 2013 on 17 March 2023 (RoC-Bangalore), with its registered office at House No. 117, Sahana, Ground Floor, 5th A Cross, 32nd Main, ITI Layout, JP Nagar 1st Phase, Bengaluru, Karnataka 560078, India ("TailsMart", "we", "us"). These Terms of Service, together with our Privacy Policy, Shipping & Delivery Policy and Return & Refund Policy, form a legally binding agreement between you and TailsMart and govern your access to and use of our website, mobile applications and services (the "Platform").
By creating an account, placing an order, booking a service or otherwise using the Platform, you confirm that you have read and accept these terms. If you do not agree, please do not use the Platform. These terms are published in compliance with the Information Technology Act, 2000, the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.
2. We are a marketplace (intermediary)
TailsMart operates as an online marketplace that enables independent third-party sellers, stores, clinics, shelters and service providers ("Partners") to list and offer products and services to you. Unless it is expressly stated that an item is sold by TailsMart, the contract of sale or service is directly between you and the relevant Partner. TailsMart is an "intermediary" within the meaning of Section 2(1)(w) of the Information Technology Act, 2000, and is not the seller, manufacturer or service provider for Partner listings.
We are not responsible for the quality, safety, legality or fitness of products or services offered by Partners, the accuracy of their listings, or their ability to complete a transaction. Partners are solely responsible for their products, services, pricing, statutory licences and the goods they deliver. Our role is limited to providing the technology platform and facilitating discovery, orders, bookings, payments and delivery logistics.
3. Eligibility & your account
- You must be at least 18 years old and competent to contract under the Indian Contract Act, 1872. The Platform is not intended for minors.
- You sign in using your phone number via OTP. You agree to provide accurate information and are responsible for all activity on your account. Notify us at support@tailsmart.in of any unauthorised use.
- We may suspend or terminate accounts that violate these terms, applicable law, or that are used for fraud or abuse.
4. Orders, pricing & payments
- Prices, taxes (including GST) and delivery fees are shown at checkout. Partner prices may change; the price applicable is the one displayed when you place the order.
- An order is an offer to buy. The contract is formed when the Partner or we accept and confirm the order. We or the Partner may decline or cancel an order (for example, item out of stock, outside the serviceable area, or suspected fraud) and will refund any amount already paid for that order.
- Online payments (card / UPI / netbanking) are processed by RBI-regulated third-party payment gateways including Razorpay. We do not store your full card or banking credentials. TailsMart wallet balances are issued on the Platform, may be used for in-app purchases, and are not redeemable for cash.
- Cash on Delivery (COD) may be offered subject to a maximum order value cap and other conditions (for example, a first order may require prepayment). See the Shipping & Delivery Policy.
5. Delivery
Products are fulfilled and delivered by the Partner store (directly or through delivery partners) within serviceable areas. Delivery timelines are estimates. Risk in the goods passes to you on delivery. Full details are in the Shipping & Delivery Policy.
6. Returns & refunds
We offer replacement of damaged, defective or wrong items only. We do not offer change-of-mind returns or refunds, and certain items (such as perishables, opened products, live animals/adoptions, completed services and donations) are non-returnable. Please read the Return & Refund Policy, which forms part of these terms.
7. Services, vet care & bookings
- Bookings for grooming, boarding, walking, training, veterinary and other services are provided by independent Partners. The service terms, slots and cancellation rules set by the Partner apply.
- Veterinarians are independent practitioners. Veterinarians and service providers on the Platform are not employees or agents of TailsMart; they practise on their own professional responsibility. Any consultation, opinion or prescription is provided solely by the treating veterinarian, and TailsMart does not practise veterinary medicine or influence clinical decisions.
- Veterinary information is not a diagnosis. Any guidance on the Platform — including remote or video ("telemedicine") consultations — is general guidance for routine care and is not a substitute for in-person examination or for emergency veterinary care. If your animal shows signs of a medical emergency, seek immediate in-person attention from a veterinary hospital. Prescriptions are issued only by a veterinarian registered with the Veterinary Council of India or the relevant State Veterinary Council, in exercise of independent professional judgment, and prescription-only medicines are dispensed only against such a valid prescription.
8. Adoption & donations
- Adoption listings are posted by shelters. TailsMart is not a party to the adoption agreement; shelters evaluate applications and decide. Adoption fees, if any, are set by the shelter.
- Donations made through the Platform are voluntary and generally non-refundable once processed. TailsMart only facilitates donations to participating shelters: funds are transferred to the chosen shelter and TailsMart is not the recipient of, and does not own, donated funds. We accept donations only from donors in India and do not accept foreign-source contributions.
- TailsMart is not a registered charitable institution and does not issue tax-deduction (80G) receipts. Any acknowledgement we generate is a record of your contribution only and is not a receipt under section 80G of the Income-tax Act, 1961. Eligibility for an 80G deduction depends entirely on the receiving shelter's own registration; where a shelter is 80G-registered, that shelter — not TailsMart — issues the applicable certificate directly.
9. Your conduct
You agree not to use the Platform to post unlawful, infringing, defamatory or harmful content, to misuse another person's data, to manipulate reviews, to interfere with the Platform's operation, or to violate any applicable law. We follow the due-diligence obligations of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and may remove content or disable access on receipt of a valid complaint or order.
10. Intellectual property
The TailsMart name, logo, software and original content are owned by or licensed to us and are protected under Indian law. You may not copy, reproduce or exploit them without our written permission.
11. Limitation of liability
To the maximum extent permitted by law, TailsMart, as an intermediary, is not liable for the acts or omissions of Partners, for the products or services they supply, or for indirect, incidental or consequential losses. Where our liability cannot be excluded, it is limited to the value of the specific order or booking giving rise to the claim. Nothing in these terms limits any right you have under the Consumer Protection Act, 2019 that cannot lawfully be excluded.
12. Indemnity
You agree to indemnify TailsMart against claims arising from your breach of these terms or your violation of any law or third-party right.
13. Termination
We may suspend or end your access for breach of these terms or as required by law. Provisions that by their nature should survive (payment, liability, indemnity, governing law) will survive termination.
14. Governing law & jurisdiction
These terms are governed by the laws of India. Subject to the dispute-resolution and grievance process below, the courts at Bengaluru, Karnataka have exclusive jurisdiction.
15. Grievance Officer & dispute resolution
In accordance with the Information Technology Act, 2000, the rules thereunder, and the Consumer Protection (E-Commerce) Rules, 2020, our Grievance Officer is:
- Name: Abhishek DG (Chief Grievance & Data Protection Officer)
- Email: abhishek@tailsmart.in
- Phone: +91 78994 52307
- Address: Care4Tails Private Limited, House No. 117, Sahana, Ground Floor, 5th A Cross, 32nd Main, ITI Layout, JP Nagar 1st Phase, Bengaluru, Karnataka 560078
We acknowledge complaints within 48 hours and endeavour to resolve them within one month. The same officer is our point of contact under the Digital Personal Data Protection Act, 2023 for questions about how we handle your personal data. Unresolved consumer disputes may be taken to the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019; unresolved data-protection grievances may be escalated to the Data Protection Board of India once operational.
16. Changes
We may update these terms from time to time. Continued use after an update means you accept the revised terms. For terms-related questions, write to legal@tailsmart.in.