Shipping and Delivery Policy

Bengaluru Pets (Owned and operated by Puppies Heaven (MSME / Udyam: UDYAM-KR-03-0759956)

From the Bengaluru fit desk, shipping and handover policy for Bengaluru Pets across Bengaluru and across Karnataka, Andhra Pradesh, Telangana, Kerala and Tamil Nadu. Tell us about apartment access constraints before travel day.

The website www.bengalurupets.in (and its associated mobile/web applications, hereinafter referred to as "Bengaluru Pets" or "Platform") is owned and operated by Puppies Heaven (MSME / Udyam: UDYAM-KR-03-0759956) ("Operator", "Company", "Us", "We", or "Our") under the laws of India, having its registered operating desk at Bangalore Development Authority Complex, 3rd Block, BDA Layout, 2nd Stage, Nagarbhavi, Bengaluru, Karnataka 560072.

1. Service Areas & Delivery Restrictions

1.1. Coverage Limits: We endeavor to deliver live pets and pet supplies across major regions in India. However, delivery services exclude high-risk or logistically inaccessible areas, such as but not limited to Andaman & Nicobar Islands, Lakshadweep, extreme remote border zones, or dense forest/tribal reserves.

1.2. Address & Pin Code Verification: Delivery availability to your provided pincode will be confirmed prior to dispatch. Bengaluru Pets reserves the right to cancel an order and issue a 100% full refund if safe live-animal transportation to a specific destination is unfeasible or poses a risk to animal welfare.

2. Delivery Options & Standard Freight Charges

Note on charges: The standard freight charge applied at checkout is ₹999, which attracts 18% GST as per applicable tax regulations (live pets themselves are GST-exempt). Doorstep and Express delivery are upgrade options: amounts shown above are indicative starting points, and the final additional cost is confirmed by the Support / Transport Desk before dispatch. No upgrade charge is applied without your confirmation.

3. Pre-Dispatch Mandatory Welfare Checks

For apartment-first buyers, to ensure live animal safety and solely comply with animal welfare standards, no shipment will be dispatched until ALL of the following criteria are verified:

• Age Requirement: The animal is at least 45 days old (or past the compulsory weaning age for specific species).
• Health & Vaccination: The first necessary vaccination is completed and documented in the official pet passport/health card.
• Fit-to-Travel Clearance: A certified "Fit-for-Travel" clearance is issued by a qualified veterinarian.
• Visual Pre-Approval: Photos or live video footage of the exact pet are shared with the buyer for final visual confirmation prior to dispatch.

4. Shipping Methodology & Logistics

4.1. Safe Transit Program: Live animals are transported under our structured transit guidelines via IRCTC (Indian Railways live-animal cargo/cabin arrangements), licensed air cargo, or specialized climate-controlled road transport.

4.2. Escort Attendance: Where required by transit duration, live animals are accompanied by trained handlers to manage feeding, hydration, and comfort during transit.

5. Transport Delays, Rescheduling & Unavailability

5.1. Unforeseen Delays: Live animal transportation is subject to weather conditions, rail/flight schedule revisions, and transit route safety. Bengaluru Pets reserves the right to delay or reschedule dispatch to prioritize animal safety. Such delays do not constitute a breach of contract or deficiency of service.

5.2. Customer Unavailability: Buyers must secure they or an authorized representative are available at the time of arrival. If a buyer fails to collect the pet or requests a last-minute delay within 24 hours of scheduled arrival, additional boarding, feeding, and re-routing fees will be billed to the buyer.

6. Delivery Verification, Acceptance & Immediate Reporting

6.1. Inspection at Delivery: Upon arrival, the customer must inspect the physical condition of the pet before signing the Delivery Acknowledgment Form.

6.2. Immediate Defect Reporting: Any visible physical injury, wound, or severe distress observed at the time of delivery must be reported to our support desk within 4 hours with unedited photo/video evidence.

6.3. Effect of Acceptance: Signing the Delivery Acknowledgment Form confirms that the live animal/product was received in sound physical condition, transferring custodial responsibility to the buyer (subject to our 7-Day Health Guarantee policy).

7. Non-Delivery, Transit Cancellations & Limitation of Liability

7.1. Seller-Initiated Transit Cancellation: If an order cannot be delivered due to unexpected transit restrictions, route closures, weather hazards, or health concerns identified prior to arrival, Bengaluru Pets will cancel the order and issue a 100% full refund to the original payment method.

7.2. Absolute Liability Limit: In any case of non-delivery, transit delay, or order cancellation, the total liability of Bengaluru Pets and Puppies Heaven is solely limited to the total amount paid by the customer.

7.3. Exclusion of Consequential Claims: The company shall not be liable for secondary, indirect, or consequential losses, nor shall third-party interference or administrative pressure alter this financial limit. Once a full refund is processed, the shipment transaction stands fully settled and closed.

8. Supplementary Services & Mandatory Government Filings

8.1. Supplies & Feed: Standard shipping covers animal freight only. Pet food, travel crates, and accessories are billed separately + applicable GST.

8.2. Exotic Species Registration (PARIVESH Portal): As mandated by the Ministry of Environment, Forest and Climate Change (MoEFCC), ownership registration for exotic bird/animal species incurs a necessary ₹2,499 fee covering official PARIVESH documentation, record generation, and compliance processing. This is charged as the optional Parivesh Registration certification at checkout on eligible bird listings.

8.3. Local Municipal Licenses: The customer bears full responsibility for obtaining local municipal pet licenses, society NOCs, or municipal corporation tags required in their respective city/state.

9. Contact Information

Disclaimer: Bengaluru Pets reserves the right to revise shipping schedules or terms without prior notification to adhere to updated animal transport guidelines or legal requirements.