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 MyAnimal website, mobile application, and related services (collectively, the “Platform”) operated by GenicMinds Pvt Ltd. under the brand name MyAnimal (“Company”, “We”, “Us”, “Our”).

By accessing, browsing, registering, selling, purchasing, or otherwise using the Platform, you (“User”, “Customer”, “Vendor”, or “You”) agree to be bound by these Terms and the relevant Annexures attached hereto. If you do not agree, you must refrain from using the Platform.

1. Eligibility

• Customers must be legally competent individuals capable of entering into a valid contract.
• Vendors must be legally competent individuals or duly registered entities with all required licenses, tax registrations, and authorizations 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.

2. Accounts and Registration

• Users must provide accurate, complete, and updated information when registering. Vendors must also provide GST, PAN, Aadhaar, business licenses, banking details, and other required documentation.
• Users are solely responsible for maintaining the confidentiality of login credentials and all activities conducted through their accounts.
• Providing false, outdated, or misleading information may result in suspension, termination, or legal action.

3. Acceptable Use

• The Platform may only be used for lawful purposes.
• Prohibited uses include but are not limited to:
  • Fraudulent transactions or misrepresentation.
  • Selling uncertified, counterfeit, restricted, or illegal products.
  • Uploading viruses, harmful code, spam, obscene, or defamatory content.
  • Manipulating or falsifying reviews and ratings.
  • Infringing intellectual property rights of the Company or third parties.

4. Products, Listings, and Content

• Vendors are solely responsible for ensuring that their product listings, descriptions, images, and warranties are accurate and compliant with applicable laws, including FSSAI, veterinary, and animal healthcare regulations.
• Customers acknowledge that product images are for reference only and actual products may differ.
• The Platform may aggregate listings, moderate content, or delist any product or service that violates these Terms or applicable laws.

5. Orders, Payments, and Credit

For Customers

• Orders placed by customers constitute an offer to purchase. Orders are confirmed only upon dispatch.
• Payments may be made via secure gateways, cash-on-delivery (where available), or through the Credit/Pay Later Facility (see Annexure A).
• Customers availing Credit/Pay Later agree to repay as per the defined schedule. Defaults may attract penalties, suspension, or reporting to credit bureaus.

For Vendors

• Vendors shall set product prices and maintain adequate stock levels.
• Payments to vendors shall be remitted on scheduled settlement cycles (up to 90 days) after deducting applicable service fees, commissions, and statutory deductions (TDS/TCS).
• Vendors shall issue valid GST-compliant invoices. The Platform may assist in invoice generation where applicable.
• The Platform acts as a payment facilitator only and is not a bank or financial institution.

6. Shipping, Delivery, and Risk

• Vendors shall ensure timely and secure dispatch of products.
• Risk of loss or damage transfers to the customer only upon verified delivery (OTP, signed receipt, or electronic confirmation).
• The Platform shall not be liable for delays caused by logistics partners, force majeure, or unforeseen circumstances.

7. Returns, Refunds, and Cancellations

• Returns, cancellations, and refunds shall be governed by the Platform’s Refund & Cancellation Policy (see Annexure C).
• Vendors shall honor valid returns, process refunds, or provide replacements promptly.
• Certain categories, including perishable goods, vaccines, and customized items, may not be eligible for returns.
• Refunds shall be credited to the original payment method.

8. Reviews and Ratings

• Customers may leave genuine reviews and ratings after verified purchases.
• Vendors are prohibited from manipulating or interfering with customer feedback.
• Fraudulent or deceptive review practices may result in immediate suspension or termination of accounts.

9. Intellectual Property

• All Platform content, design, software, and branding are the exclusive property of MyAnimal.
• Vendors grant the Platform a license to use their product content, images, and trademarks for listing and marketing.
• Customers grant the Platform a license to use reviews and feedback for promotional purposes.
• Unauthorized reproduction, modification, or use of intellectual property is strictly prohibited.

10. Liability and Indemnity

• The Platform shall not be liable for:
  • Product quality, warranties, or vendor performance.
  • Indirect, incidental, or consequential damages.
  • Any damages exceeding the value of the disputed transaction.
• Vendors shall indemnify the Platform against claims arising from their listings, products, or conduct.
• The Platform shall indemnify vendors only for valid third-party intellectual property infringement claims.
• Customers shall indemnify the Platform for misuse, fraud, or unlawful conduct.

11. Data Protection and Privacy

• The Platform may collect and process user data in accordance with its Privacy Policy.
• Vendors must comply with applicable data protection laws and safeguard customer information.

12. Termination and Suspension

• The Platform may suspend or terminate accounts (customer or vendor) for violations of these Terms, fraud, or unlawful conduct.
• Customers or vendors may close their account with 90 days’ prior notice, subject to completion of pending obligations.
• Certain transaction and compliance records may be retained for legal or audit purposes.

13. Governing Law and Dispute Resolution

• These Terms are governed by the laws of India.
• Disputes shall first be attempted through Platform-led mediation.
• If unresolved, disputes shall be referred to arbitration under the Arbitration and Conciliation Act, 1996, with a sole arbitrator mutually appointed.
• Arbitration shall be conducted in Mumbai, India, in English.
• The courts at Mumbai shall have exclusive jurisdiction.

14. Modifications

• The Company reserves the right to amend these Terms or Annexures at any time with reasonable notice.
• Continued use of the Platform constitutes acceptance of the modified Terms.

15. General Provisions

• Force Majeure: Neither party shall be liable for delays due to events beyond control.
• Independent Relationship: Vendors and the Platform are independent; no partnership or agency is created.
• Assignment: Vendors may not assign rights without prior consent; the Platform may assign in case of merger or restructuring.
• Severability: If any provision is invalid, the remainder shall remain enforceable.
• Waiver: Failure to enforce rights does not constitute a waiver.
• Electronic Communications: Electronic notices and agreements shall be legally valid.

Annexure A – Credit / Pay Later Terms (By our Partner)

Credit/Pay Later Facility (“BNPL”) is offered at the Platform’s discretion, either directly or through authorized financial partners.

• Customers must undergo eligibility checks, including KYC and credit assessments.
• Repayment must be made within the period stated at checkout (e.g., 15/30 days).
• Late payments may attract:
  • Interest at [X]% per month.
  • Late fee of INR [X].
  • Suspension of account until repayment.
  • Reporting to credit bureaus (if applicable).
• The Platform and/or its partners reserve the right to withdraw BNPL privileges at any time.
• Customers must address credit-related disputes first with the Platform, then with the lending partner (if applicable).

Annexure B – Seller/Vendor Compliance Terms

• Vendors must complete full KYC and maintain valid business registrations.
• Vendors are responsible for GST compliance:
  • Issue tax-compliant invoices.
  • Remit applicable taxes.
  • Provide HSN/SAC codes for products.
• Vendors must ensure:
  • Products are authentic, certified, and not counterfeit.
  • Shelf-life and FSSAI norms are followed for food/nutrition categories.
  • Adequate stock levels are maintained.
• Prohibited Conduct:
  • Listing counterfeit, illegal, or uncertified goods.
  • Misrepresentation of product origin, expiry, or warranty.
  • Inflating prices beyond fair trade practices.
• Penalties for Breach:
  • Delisting of products.
  • Withholding of payments.
  • Account suspension or termination.
  • Legal action for damages or consumer claims.

Annexure C – Refund & Cancellation Policy

• Return Window:
  • General products: 7 days.
  • Electronics/accessories: 10 days.
  • Perishables, vaccines, and customized products: non-returnable.
• Conditions for Return:
  • Item must be unused, in original packaging, and with proof of purchase.
  • Damaged or defective products must be reported within 48 hours of delivery.
• Refund Timelines:
  • Refunds processed within 7–10 working days to the original payment method.
  • For COD, refunds processed via bank transfer or wallet credit.
• Cancellation:
  • Customers may cancel orders before dispatch for a full refund.
  • Vendors may cancel only due to stock unavailability (repeated cancellations may attract penalties).
• Return shipping costs:
  • Borne by the vendor for defective/damaged items.
  • Borne by the customer for “change of mind” returns.