Ack in 24 hours
We confirm receipt quickly
Resolution in 15 days
Statutory timeline
Fair & documented
Every case is traceable
Final response in writing
Shared via email
1. Raise a concern
Most issues (order status, refund tracking, small disputes) can be resolved through our Help Center or in-app chat. If you're unsatisfied, you can escalate to our Grievance Officer using the details in the sidebar.
2. Information to include
- Your name and registered email / phone number.
- Order ID, booking ID or listing URL related to the concern.
- Clear description of the issue and the resolution you are seeking.
- Supporting photos, videos, screenshots where applicable.
3. Our response timeline
- Within 24 hours: We confirm receipt of your complaint with a ticket ID.
- Within 7 days: We share an initial investigation update.
- Within 15 days: We aim to close your complaint with a final written response.
4. Complaints we cannot resolve
Certain disputes — defamation, criminal activity, third-party IP claims — may be referred to the appropriate authorities or require legal process. In such cases we will guide you to the right forum.
5. Legal references
- Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021
- Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020
- Payments & Settlement Systems Act, 2007 (for payment-related grievances)
Accessibility
Need help filing a complaint? We offer support via voice and large-print documents for pet parents with visual or cognitive impairments. Email access@petzsea.com for assistance.