Terms of Service

Words of which the initial letter is capitalised have the meanings set out in Clause 2.2. The definitions apply equally in the singular and plural.

“Abandoned Pet”

means a Pet with no living, traceable, or willing Guardian, including stray animals brought in by a verified Empanelled Partner, and Pets surrendered to a verified shelter or NGO.

“Bio Tracker”

means the third-party wearable device that, when linked to a Pet Record, transmits real-time GPS location, health vitals, and activity data to PLU's India-based servers.

“Contract Act”

means the Indian Contract Act, 1872.

“Council”

means the Universal Pet Lives Council, the issuing body for PLU-IDs and the institutional steward of the registry.

“DPDP Act”

means the Digital Personal Data Protection Act, 2023, and its implementing rules and notifications as in force from time to time.

“Donation”

means a voluntary monetary contribution made to PLU in support of pet safety and welfare, with no expectation of a commercial return.

“Empanelled Partner”

means a veterinary professional, veterinary clinic, animal shelter, NGO, or other organisation verified by PLU and granted role-based access to the registry.

“Finder”

means a person who scans a Pet's QR code, opens a public petlives.in/p/{PLU-ID} link, or otherwise reaches a Pet Record without the Guardian's prior authorisation, typically because they have found a lost Pet.

“Guardian”

means the registered user who creates and maintains a Pet Record on the Service and is the Data Principal in respect of their own personal data.

“IT Act”

means the Information Technology Act, 2000, including the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.

“Marketplace Services”

means the commercial services offered through PLU Commerce, including pet walker, trainer, and sitter bookings; pet-friendly getaway listings; snack and food affiliate listings; shelter information; end-of-life service affiliate listings; and professional certification programmes.

“Pet”

means a non-human companion animal registered on the Service by a Guardian.

“Pet Record”

means the structured collection of information associated with a Pet, including its PLU-ID, biometric anchor, nose-print, photograph, species, breed, date of birth (if known), sex, health records, and any other information added by the Guardian or by authorised third parties.

“PLU-ID”

means the permanent identification number issued for a Pet at registration, in the format IN-{state}-{city}-{batch}-{sequence}. The PLU-ID is bound to the Pet for life.

“PLU Commerce”

means Trugo Technologies Pvt. Ltd. (LLPIN: TBD: LLPIN), the Indian LLP responsible for all commercial aspects of the Marketplace Services and for billing and payment processing for PLU's registry services as PLU's agent.

“Privacy Policy”

means PLU's Privacy Policy for Guardians available on the platform, which forms an integral part of these Terms.

“Recognition and Awards”

means the annual awards programme conducted by the Universal Pet Lives Council to recognise outstanding contributions to pet welfare.

“Registration Fee”

means the one-time fee payable by a Guardian upon first registration of a Pet on the Service, as published on the platform from time to time.

“Registry Subscription”

means the monthly subscription fee payable by a Guardian for continued access to the PLU registry and associated services, as published on the platform from time to time.

“Service”

means the PLU mobile application, web application, public registry pages, and all related products and communications operated under the PLU and Universal Pet Lives Council names.

“Service Provider”

means a third-party individual or organisation listed on the Marketplace, including pet walkers, trainers, sitters, shelters, and certification education partners.

To register as a Guardian, you must be at least 18 years of age and competent to enter into a binding contract under the Contract Act. A minor's Pet may be registered by the minor's parent or lawful guardian on the minor's behalf. A minor may not independently create a Guardian account.

You agree to provide true, accurate, current, and complete information at registration and to keep it updated at all times. PLU and PLU Commerce may suspend or terminate accounts where information is materially false, misleading, or out of date.

You are responsible for safeguarding your access credentials, including your registered mobile number and any one-time passwords. You must notify PLU immediately at grievance@petlives.in of any unauthorised access to your account.

Each Guardian may maintain one account only. Duplicate accounts are prohibited and may be suspended without notice, and any Pet Records associated with the duplicate account may be merged or removed.

3.5.1 Guardians registering a Pet represent and warrant that they are the lawful owner of, or are otherwise authorised to register, the Pet. PLU reserves the right to request supporting documentation which includes adoption certificates, purchase receipts, shelter release forms, or veterinary records to verify ownership before issuing or maintaining a PLU-ID.

3.5.2Where a Guardian or third-party reports that a Pet has been stolen or that a PLU-ID has been registered fraudulently, PLU will: (a) flag the relevant PLU-ID with a “Reported Stolen” status pending investigation; (b) restrict further transfers of guardianship for that PLU-ID; and (c) cooperate with law-enforcement authorities where a valid order or request is received. PLU does not itself adjudicate ownership disputes and may require a court order or written settlement between parties before transferring a disputed guardianship.

3.5.3 Guardians who register a Pet they do not lawfully own, or who use the Service to facilitate the concealment of a stolen animal, are in material breach of these Terms and may face immediate account suspension, registry action, and referral to law enforcement.

PLU provides the following registry and civic services to registered Guardians, subject to payment of the applicable Registration Fee and Registry Subscription as set out in Clause 5:

• Issuance and lifetime maintenance of a unique PLU-ID for each registered Pet in the format IN-{state}-{city}-{batch}-{sequence}.
• Capture and storage of a nose-print biometric anchor and, where applicable, association with a QR code, NFC tag, and ISO microchip number.
• Maintenance of a Pet Record covering identity, health, and ownership history.
• A lost-and-found facility, including marking a Pet as missing, generating a public petlives.in/p/{PLU-ID} page, and enabling a Finder to contact the Guardian by WhatsApp.
• Role-based sharing of Pet Records with Empanelled Partners selected by the Guardian.
• Acceptance of voluntary Donations to support pet safety and welfare initiatives (separate from and in addition to Registration Fees and the Registry Subscription).
• An annual Recognition and Awards programme recognising outstanding contributions to pet welfare.
• Registration of Abandoned Pets at no charge, subject to Clause 4.3.
• Such other features as PLU may add to the Service from time to time.

PLU may, in its discretion, add, modify, or discontinue features of the Service. Where a change materially affects a Guardian's use of the Service, PLU will provide reasonable prior notice.

PLU Commerce operates a pet lifestyle marketplace offering the following services. PLU Commerce acts both as a facilitating platform connecting Guardians with third-party Service Providers, and in certain cases as a direct service coordinator:

• Pet Care Services:Booking of verified pet walkers, trainers, and sitters. Service Providers are vetted through the Universal Pet Lives Council's expert panel and verified partner education institutions. PLU Commerce facilitates payment and booking; Service Providers are independent contractors.
• Food and Snacks: Affiliate listings linking Guardians to third-party pet food and snack brands. PLU Commerce operates on a referral or affiliate model and does not sell, stock, or warrant food products directly.
• Pet-Friendly Getaways: Affiliate listings of pet-friendly accommodation and travel options.
• Shelter Information: Listings of animal shelters and rescue organisations for reference and connection purposes.
• End-of-Life Services: Affiliate information on pet cremation, burial, and memorial services.
• Professional Certification: Paid certification programmes for pet care professionals, including walkers, trainers, and sitters, delivered through verified education partner institutions.
• Bio Tracker Integration:Integration of third-party Bio Tracker devices with the PLU platform, enabling real-time GPS location, health vitals, and activity monitoring. Bio Tracker devices are sold and distributed by PLU Commerce. Data is stored on PLU's India-based servers.

PLU provides registration services at no charge for Abandoned Pets. Abandoned Pet registrations may be initiated by verified Empanelled Partners — including individual animal welfare workers, animal shelters, and registered NGOs — acting as custodial registrants on behalf of the Abandoned Pet.

The Empanelled Partner initiating an Abandoned Pet registration assumes responsibility for the accuracy of the Pet Record and for maintaining the record in good standing. The registration of an Abandoned Pet does not create a guardianship relationship between PLU and the Pet.

When an Abandoned Pet is adopted by a Guardian: (a) the Empanelled Partner initiating the adoption must update the guardianship record via the Service; (b) the adopting Guardian becomes the registered Guardian of record from the date of adoption; and (c) the adopting Guardian immediately becomes liable for the Registration Fee and Registry Subscription applicable at the time of adoption, as set out in Clause 5. No grace period applies.

The Service is currently available in Mumbai, Pune, and Thane. PLU and PLU Commerce will expand to additional cities progressively and will communicate new city launches through the platform.

Access to PLU's registry services requires payment of:

• A one-time Registration Fee payable upon first registration of each Pet on the Service; and
• A monthly Registry Subscription payable on a recurring basis for continued access to the PLU registry and associated services.

The current Registration Fee and Registry Subscription amounts are published on the platform at petlives.in prior to registration and are incorporated into these Terms by reference. PLU reserves the right to revise the fee amounts from time to time on reasonable prior notice to registered Guardians.

Current amounts: TBD: One-time Registration Fee amount — to be published on platform · TBD: Monthly Registry Subscription amount — to be published on platform

All Registration Fees and Registry Subscription payments are collected by PLU Commerce as billing and payment agent for PLU. Payment may be made via UPI, debit card, credit card, or such other methods as PLU Commerce makes available from time to time.

Registration Fees and Registry Subscription payments are non-refundable. No cooling-off period applies. Where a Guardian cancels their Registry Subscription, access to paid features continues until the end of the current billing period, after which the account will revert to a limited access state or be closed, as determined by PLU. Cancellation does not entitle the Guardian to a refund of any portion of the current month's subscription.

Where a Registry Subscription payment fails or lapses, PLU may suspend the Guardian's access to paid features pending reinstatement of the subscription. PLU will notify the Guardian of a failed payment and provide a reasonable period to rectify the failure before suspension takes effect.

Fees are inclusive of applicable taxes unless otherwise stated on the platform. Where applicable, GST or other statutory levies will be added at the prevailing rate.

The PLU-ID is a permanent identification number issued by the Universal Pet Lives Council for the purpose of identifying a Pet and binding its identity across multiple verification methods — nose-print, QR code, NFC tag, and ISO microchip. The PLU-ID is not, and shall not be represented as, a government-issued identification number, a licence, a passport, or a permit. The Service operates as civic infrastructure independent of any government authority unless and until a specific governmental recognition is granted in writing.

The current PLU-ID format is IN-{state}-{city}-{batch}-{sequence}, e.g. IN-MH-MUM-0019-447821. PLU reserves the right to modify the format for future issuances; any such modification shall not invalidate previously issued PLU-IDs.

Each PLU-ID is bound to a single Pet for the life of that Pet. It may not be re-used, transferred to another Pet, or duplicated. On the death of the Pet, the PLU-ID is retired and remains in the registry as a historical record.

Where ownership of a pet changes (e.g. adoption, gift, transfer), the existing Guardian may initiate a transfer of guardianship via the Service. The PLU-ID remains the same; the responsible Guardian on the record changes. PLU may require verification before completing a transfer.

The Platform supports ISO 11784/11785 standard microchips for backup pet identification. Guardians are encouraged to use ISO-compliant microchips to maximise cross-facility readability. PLU does not itself implant, verify, or maintain microchips, and makes no representation as to compatibility with non-ISO systems or cross-border recovery databases. International microchip tracing is subject to the laws, databases, and capabilities of the relevant jurisdiction and is outside PLU's control.

PLU captures and stores a nose-print biometric of each registered Pet. The nose-print is biometric data of an animal, not of a human; however, because it is associated with a Guardian's personal data, it is treated with the same security and consent safeguards described in our Privacy Policy.

During the closed-beta phase of the Service, the nose-print matching system is being developed. The nose-print is captured at registration and stored as the biometric anchor of the Pet's identity; live identity-matching using the nose-print may be limited, in development, or simulated for demonstration. PLU does not represent any specific accuracy or speed of nose-print matching in this phase. Updates will be communicated to Guardians as the system matures.

The Bio Tracker, where linked to a Pet Record, transmits the following data to PLU's India-based servers in real time:

• GPS location of the Pet.
• Health vitals as supported by the device.
• Activity monitoring data.

Guardians must provide separate, explicit consent for Bio Tracker data processing at the time of device pairing. This consent is in addition to the general account consent given at registration.

The Bio Tracker device is a third-party hardware product sold and distributed by PLU Commerce. Consumer Protection Act obligations for goods, including warranty, returns, and defect liability, apply to the device transaction with PLU Commerce. Data processing obligations in respect of tracker data apply to PLU under the Privacy Policy.

Bio Tracker data is retained on a rolling 90-day basis during an active account. This rolling window is adopted as a data minimisation measure consistent with Sections 4(1)(b) and 8(7) of the DPDP Act, 2023, which require that personal data not be retained beyond the period necessary for the purpose for which it was collected.

On account closure, all Bio Tracker data is permanently deleted. If a Guardian unpairs the device without closing their account, data collection ceases immediately and historical tracker data is retained for 30 days, after which it is permanently deleted, unless the device is re-paired within that period. The 30-day buffer accommodates accidental unpairing, device malfunction, or phone replacement, and constitutes a reasonable retention period under Section 8(7) of the DPDP Act for this purpose.

PLU accepts voluntary monetary contributions from individuals and organisations in support of pet safety and welfare initiatives in India. Donations are accepted and managed exclusively by PLU, the Section 8 entity, and are used solely to further PLU's non-profit objectives. Donations are separate from and in addition to Registration Fees and the Registry Subscription payable under Clause 5.

Domestic donations are accepted via UPI and payment gateway. All Donations are voluntary, non-refundable, and carry no expectation of a commercial return or any reward.

PLU is in the process of obtaining registration under Section 80G of the Income Tax Act, 1961. Once registration is obtained, donors making eligible donations will receive an 80G tax exemption certificate. PLU will notify donors through the platform when this facility becomes available. No 80G certificate can be issued prior to the completion of registration.

PLU does not currently accept foreign contributions. PLU is in the process of obtaining registration under the Foreign Contribution (Regulation) Act, 2010. International donations will be accepted only after FCRA registration is completed and notified to users through the platform.

All Donations received by PLU are applied exclusively towards pet welfare initiatives, including registry operations, lost-and-found infrastructure, community awareness programmes, and support for animal shelters and rescue organisations.

As a Guardian, you agree to:

• Provide true and current information about yourself and your Pet.
• Register only Pets that you lawfully own, possess, or are otherwise authorised to register.
• Not register the same Pet more than once.
• Not impersonate any other person, falsify identity documents, or use the Service under another person's account.
• Submit to identity verification conducted by PLU's third-party KYC partner as part of the registration process.
• Not attempt to interfere with, circumvent, or defeat any biometric capture, scanning, verification, or KYC feature of the Service.
• Not use the Service in any manner that violates Indian law, including but not limited to the Prevention of Cruelty to Animals Act, 1960, the IT Act, the Consumer Protection Act, 2019, or the DPDP Act.
• Not use the Bio Tracker to monitor the location of any person without their knowledge and consent.
• Use the platform's rating and review system honestly and only in respect of genuine experiences.
• Promptly mark a Pet as lost or transferred where applicable and notify PLU of the death of a Pet so that its record may be retired.
• Pay all applicable Registration Fees and Registry Subscription amounts when due.

You agree not to do any of the following in connection with the Service:

• Use the Service for any unlawful purpose or in violation of Indian law.
• Register false Pets, impersonate other Guardians, or falsify identity-related information.
• Attempt to circumvent, disable, or interfere with any security feature of the Service, including the biometric capture, role-based access controls, or rate limits.
• Scrape, harvest, or systematically collect data from the Service by automated means, except as expressly permitted via a documented PLU API.
• Reverse engineer, decompile, or disassemble the Service except to the extent permitted by applicable Indian law.
• Resell, sublicense, or otherwise commercialise access to the Service or to the registry without PLU's prior written consent.
• Use the Service to identify, track, or surveil any human individual.
• Interfere with another Guardian's use of the Service, including by attempting to make false lost-pet reports or false Finder contacts.

9.3.1 Guardians are expected to maintain basic standards of animal welfare for Pets registered on the Platform, including providing adequate food, water, shelter, and veterinary care, consistent with the Prevention of Cruelty to Animals Act, 1960.

9.3.2 PLU provides a mechanism by which Guardians, Empanelled Partners, Finders, or other users may report a reasonable concern about the welfare of a registered Pet. Reports may be submitted to grievance@petlives.in with relevant details and supporting evidence where available.

9.3.3On receipt of a credible welfare concern, PLU may: (a) contact the registered Guardian to seek a response; (b) refer the matter to relevant animal welfare authorities or law enforcement where the concern discloses a potential offence; and (c) suspend the Guardian's account pending investigation where PLU reasonably determines that continued access poses a risk to the welfare of a registered Pet.

9.3.4PLU is not an animal welfare enforcement authority and does not guarantee investigation of all reports. PLU's involvement is limited to the actions described above and does not create liability on PLU's part for the welfare of any Pet.

By default, a Pet Record is private to the Guardian. The Service operates on a consent-first model: information is disclosed only when, and to the extent that, the Guardian has granted access to a specific party.

Empanelled Partners (such as veterinary clinics or shelters) may request access to a Pet Record. The Guardian must explicitly grant access for the request to be honoured. Access may be granted in scopes (e.g. vaccinations only, full history, time-limited) configured by the Guardian. The Guardian may revoke access at any time.

Where a Pet is marked as lost, or where a Finder scans a Pet's QR code or opens a public petlives.in/p/{PLU-ID} link, the Service displays only a minimal, finder-safe subset of the Pet Record — typically: the Pet's name, photograph, PLU-ID, species, status (active or missing), and a one-tap WhatsApp link to the Guardian. The Service does not display the Guardian's full name, address, microchip number, breed, medical history, or other sensitive information to Finders.

Where an Empanelled Partner accesses a Pet Record under a vet-role credential, the Service may display the full Pet Record, including health and identification details, to the extent the Guardian has authorised.

11.1.1 All veterinary professionals and clinics seeking empanelment must hold a valid registration with the Veterinary Council of India TBD: confirm or the relevant State Veterinary Council at the time of empanelment and must maintain such registration throughout the period of empanelment.

11.1.2 Where the Marketplace includes telemedicine or teleconsultation services offered by Empanelled Partners, such services are provided directly by the relevant veterinary professional. PLU and PLU Commerce are not party to the veterinary consultation and are not responsible for the advice, diagnosis, or treatment recommendations provided. Telemedicine consultations do not substitute for in-person veterinary examination, particularly in emergency, surgical, or diagnostic contexts.

11.1.3 Prescription medications recommended via telemedicine are the responsibility of the prescribing veterinary professional and must comply with applicable Indian law. PLU and PLU Commerce do not verify the validity or safety of any prescription and are not liable for medication-related outcomes.

PLU Commerce facilitates the connection between Guardians and third-party Service Providers. Except where PLU Commerce acts as a direct service coordinator, PLU Commerce is an intermediary under the IT Act and is not the provider of the underlying service.

Service Providers listed on the Marketplace are vetted through the Universal Pet Lives Council's expert panel and verified partner education institutions. Verified status means the Service Provider holds a recognised credential as assessed by the Council at the time of verification. It does not constitute PLU Commerce's endorsement of the Service Provider's ongoing conduct or a guarantee of service quality.

All payments for Marketplace Services flow through PLU Commerce via an RBI-authorised Payment Aggregator. PLU Commerce is responsible for payment processing, receipting, and refund obligations. Tax deductions at source where applicable under Section 194-O of the Income-tax Act, 1961 will be handled in accordance with Indian law.

Guardians may rate and review Service Providers following a completed engagement. Reviews must be honest and based on genuine experience and must not be defamatory, abusive, or false. PLU Commerce may remove reviews that violate these standards. Service Providers may flag a review for moderation but may not demand removal of an honest negative review. PLU Commerce's moderation decision is final.

Food and snacks, pet-friendly getaways, and end-of-life service listings are provided on an affiliate or referral basis. PLU Commerce may earn referral fees from partner sellers and service providers. Purchases made through affiliate links are governed by the respective third party's own terms and conditions. PLU Commerce is not responsible for the quality, availability, or fulfilment of affiliate-listed products or services.

PLU Commerce offers paid professional certification programmes for pet care professionals, including walkers, trainers, sitters, and related roles, delivered through verified education partner institutions. Certification courses are designed and delivered by the education partner; the Universal Pet Lives Council verifies and recognises the credential for Marketplace listing purposes.

Certification programme fees are set by PLU Commerce in consultation with the relevant education partner. All fees are collected by PLU Commerce. The fee structure for each programme is published on the platform prior to enrolment.

• Full refund if enrolment is cancelled before course access is granted.
• No refund once course content or materials have been accessed digitally.
• Full refund if PLU Commerce or the education partner cancels the programme before commencement.
• Partial refund proportionate to unaccessed content if the programme is discontinued after commencement due to reasons within PLU Commerce's control.

Upon successful completion, a certified Service Provider receives a PLU-verified badge and may be listed on the Marketplace. If a certification lapses or is withdrawn by the issuing education partner, PLU Commerce will remove the verified badge and may remove the listing. The Service Provider must notify PLU Commerce immediately of any lapse or withdrawal.

PLU Commerce's verification of a certification confirms the credential as assessed by the education partner at the time of verification. It does not constitute a representation as to the ongoing competence, fitness, or conduct of the certified individual.

All intellectual property in the Service, including the PLU and Universal Pet Lives Council names, logos, the Fingerprint-Paw mark, the visual design of the Service, the software, the content of the website, and the underlying registry structure, is owned by PLU or its licensors and is protected by Indian and international intellectual property law. No right or licence is granted by these Terms except as expressly set out.

As between the Guardian and PLU, the Guardian retains all rights in the photographs, descriptions, and other content the Guardian uploads about their Pet (“Guardian Content”). The Guardian grants PLU a worldwide, royalty-free, non-exclusive licence to host, display, transmit, and process the Guardian Content for the purpose of operating the Service, including displaying the Pet's photograph on the Pet Record and on the public petlives.in/p/{PLU-ID} page when the Guardian has marked the Pet as lost or where applicable.

If a Guardian or other user provides PLU with feedback, suggestions, or ideas about the Service, PLU may use that feedback without obligation.

The Guardian may terminate their account at any time via the Service or by contacting PLU. On termination, PLU will retain the Pet Record in an anonymised or pseudonymised form for the integrity of the registry and delete the Guardian's personal data in accordance with the Privacy Policy and the DPDP Act. Termination of the account does not entitle the Guardian to a refund of any Registration Fee or Registry Subscription paid.

PLU may suspend or terminate a Guardian's access to the Service, with or without notice, for material breach of these Terms, for fraudulent, abusive, or unlawful conduct, failure to pay Registration Fees or Registry Subscription when due, where required by law or regulator, or where continued access poses a risk to the integrity of the registry.

Termination does not affect rights and obligations accrued prior to termination. Clauses that by their nature survive termination, including intellectual property, indemnification, limitation of liability, governing law, and dispute resolution, shall survive.

• Name: TBD: Name of Grievance Officer — Section 8 entity
• Designation: TBD: Designation
• Email: grievance@petlives.in
• Address: Wework, Zenia, Hiranandani Estate Circle, Patlipada, Thane West 400607, Maharashtra, India
• Acknowledgement: Within forty-eight (48) hours of receipt TBD: Team to confirm whether IT Rules 2021 require 24 hours
• Resolution: Within fifteen (15) days of receipt, in line with applicable law

• Name: TBD: Name of Grievance Officer — Indian LLP
• Designation: Grievance Officer — PLU Commerce
• Email: TBD: Confirm email address for PLU Commerce Grievance Officer
• Address: 1st Floor, 71-1, Brindavan Road, Near SKS Hospital, Salem, Tamil Nadu 636004, India
• Acknowledgement: Within forty-eight (48) hours of receipt
• Resolution: Within fifteen (15) days of receipt, in line with applicable law

These Terms, together with the Privacy Policy and any specific terms applicable to particular features of the Service, constitute the entire agreement between you and PLU / PLU Commerce in respect of the Service and supersede any prior agreement on the same subject matter.

If any provision of these Terms is held by a court of competent jurisdiction to be invalid or unenforceable, the remaining provisions shall remain in full force and effect, and the invalid provision shall be replaced by an enforceable provision that most closely reflects the original intent.

You may not assign your rights or obligations under these Terms without PLU's prior written consent. PLU may assign or transfer its rights and obligations under these Terms to a successor institution, including the Universal Pet Lives Council or any successor Section 8 entity, on prior notice to Guardians.

No failure or delay by PLU to exercise any right under these Terms shall operate as a waiver of that right.

Notices to PLU should be sent to: hello@petlives.in. Notices to PLU Commerce should be sent to: TBD: Confirm email address for PLU Commerce Grievance Officer. Notices to a Guardian will be sent to the email address or WhatsApp number on the Guardian's account.