Grievance Redressal Policy
Last updated: 21 September 2026
This policy applies to Bengaluru Pets operating from Bangalore Development Authority Complex, 3rd Block, BDA Layout, 2nd Stage, Nagarbhavi, Bengaluru, Karnataka 560072 · [email protected] · +917090225367.
Grievance Redressal Policy
Bengaluru Pets (Owned and operated by Puppies Heaven (MSME / Udyam: UDYAM-KR-03-0759956), the Consumer Protection (E-Commerce) Rules, 2020, and the Digital Personal Data Protection (DPDP) framework.
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. How to Submit a Grievance
Submit grievances in writing to [email protected], such as your order number, registered contact details, a clear description of the issue, the outcome sought, and supporting evidence (unedited photographs or video, and veterinary documentation on official letterhead with seal, signature and registration number).
2. Acknowledgement and Resolution Timelines
| Acknowledgement | Within 48 hours of receipt. Complaints about unlawful or objectionable content are acknowledged within 24 hours. |
| Consumer grievances | Resolved within one month. |
| Content / IT Rules complaints | Disposed of within 15 days. |
| Court or government removal order | Actioned within 36 hours. |
| Data privacy requests | Actioned subject to statutory retention (5 years from last transaction). |
3. Escalation
- Level 1 — Support: [email protected] or +917090225367.
- Level 2 — Nodal Grievance Officer: if unresolved or you are dissatisfied with the Level 1 outcome.
- Level 3 — Statutory remedies: National Consumer Helpline (1915), or the relevant Consumer Disputes Redressal Commission.
4. What This Policy Does Not Cover
- Requests to reverse a transaction already refunded in full — that is a closed commercial matter.
- Demands made through intimidation or coercion — see our Anti-Harassment & Zero-Tolerance Extortion Policy.
- Claims outside the windows in our Refund Policy.
For questions about this Grievance Redressal Policy:
| Nodal Grievance / Data Privacy Officer | Roja R — Data Privacy Officer & Nodal Grievance Officer |
| Grievance / Support Email | [email protected] |
| Data Privacy / Security Email | [email protected] |
| Helpline | +917090225367 |
| Head Office | Bangalore Development Authority Complex, 3rd Block, BDA Layout, 2nd Stage, Nagarbhavi, Bengaluru, Karnataka 560072 |
| Registered Address | Bangalore Development Authority Complex, 3rd Block, BDA Layout, 2nd Stage, Nagarbhavi, Bengaluru, Karnataka 560072 |
| Website Owner | Puppies Heaven |
| Operating Entity (MSME) | Puppies Heaven (MSME / Udyam: UDYAM-KR-03-0759956) |
| Jurisdiction | Courts at Bengaluru, Karnataka, India (without limiting statutory consumer rights) |