Terms of Service

Effective 15 October 2026 · bookings added

These Terms of Service ("Terms") govern your use of the Petroo website at petroo.co.in and its related services (the "Platform"), operated by Petroo Services, a partnership firm at 37/1 Park Avenue, Modern Park, Santoshpur, Kolkata 700075, West Bengal ("Petroo", "we"). By creating an account or using the Platform, you agree to these Terms and to our Privacy Policy. If you list a stay on Petroo, the Hosting Terms and Conditions also apply to you.

1. What Petroo is

Petroo is a technology platform where pet parents discover pet boarding homes, creches and home stays, and hosts list them. Petroo is not itself a provider of pet care: the care is provided by the hosts, who are independent of Petroo.

2. Who can use Petroo

You must be at least 18 years old and able to enter into a binding contract under Indian law.

3. Your account

  • Each person may have one Petroo account, with a verified email address and a verified Indian mobile number. The same account is used to book and to host.
  • Give accurate information and keep it up to date.
  • Keep your password safe. You are responsible for what happens under your account; tell us straight away at info@petroo.co.in if you think someone else has used it.

4. Listings and hosts

  • Every listing is reviewed by Petroo before it appears in search, and changes to a live listing are reviewed again. We may decline, send back or remove a listing at our discretion, for example if it is inaccurate, unsafe or breaks these Terms.
  • Hosts are responsible for their listings being true and current, and for the care of the pets they accept, as set out in the Hosting Terms and Conditions.
  • By uploading photos and text, hosts allow Petroo to display them on the Platform and to promote their listing, as described in the Hosting Terms.

5. Booking requests and confirmation

  • When you book a stay, you send a booking request to Petroo. It is not yet a confirmed booking. You receive a request ID by email.
  • The Petroo team then contacts you to collect the payment (section 7) and checks with the host that they can take your pets on those dates. Your booking is confirmed only when Petroo sends you a confirmation, which includes the stay's full address.
  • If a request is not confirmed within 24 hours, or the host cannot take it, it is cancelled and anything you paid is refunded in full.
  • For day care, the drop-off and pick-up times you choose must be within the place's opening hours. For boarding, please agree the arrival and departure times with Petroo before your stay.
  • The price, fees, cancellation policy and stay details shown when you send your request apply to that booking.

6. Price, service fee and discounts

  • The stay price is the host's price per pet, per night (boarding) or per day (day care), multiplied by the number of nights or days and pets.
  • Petroo may offer a discount on a stay. Discounts are shown before you send your request, and apply only to requests sent while the discount is running.
  • A Petroo service fee of 10% of the stay amount (after any discount) is added, for verifying hosts, confirming your stay and supporting you before and during it. The total you pay is shown before you send your request.

7. Payment

  • For now, payment is not taken online. After you send a request, the Petroo team contacts you on your verified mobile number or email to collect the total, by UPI, bank transfer or another method we agree with you. You pay before your booking is confirmed.
  • Pay only to the payment details that Petroo gives you from its official contacts: +91 86218 28956, info@petroo.co.in or contact.petroo@gmail.com. Petroo will never ask you for an OTP, PIN or password, and you must not pay a host directly for a booking made through Petroo.
  • Petroo records your payment and emails you a confirmation. Your booking page on Petroo shows the amount, method and reference.

8. Cancellations and refunds

  • Before Petroo confirms: you can cancel your request at any time in My Bookings. Anything you paid is refunded in full.
  • After confirmation, up to 48 hours before check-in: you can cancel for a full refund, including the service fee. Check-in means 12:00 noon on the check-in day for boarding, and the first day's drop-off time for day care. The exact deadline is shown on your booking.
  • Later than 48 hours before check-in, or a no-show: the booking is not refunded.
  • If the host or Petroo cancels a confirmed booking, you get a full refund, and Petroo will try to help you find another stay.
  • Refunds are sent by Petroo to you by UPI or bank transfer, usually within 5 to 7 working days, and Petroo emails you when a refund is sent.

9. Your responsibilities as a pet parent

  • Give true and complete details about yourself and your pets, including their health, medicines, food and behaviour, and update them if anything changes before the stay.
  • Your pets must be vaccinated (Anti-Rabies, DHLPPi and Kennel Cough) with active tick and flea treatment, and you must upload their vaccination record. Follow the house rules shown on the stay's page.
  • Upload your masked Aadhaar for verification, and give an emergency contact who has agreed to be contacted.
  • Drop off and pick up your pets at the agreed times. If a pet falls ill during a stay, you agree that the host and Petroo may arrange veterinary care, and you agree to pay its reasonable cost.
  • You are responsible for harm or damage your pet causes, as the law provides.

10. Reviews

  • After a completed stay you can review it. Reviews must be honest, about your own experience, and free of offensive or unlawful content.
  • Reviews are checked by Petroo before they are published, and show your first name only. Petroo may decline or remove a review that breaks these rules, but does not edit what you wrote.

11. Acceptable use

You agree not to:

  • create more than one account, or an account in someone else's name;
  • post false, misleading, offensive or unlawful content, or content you have no right to use;
  • harass, threaten or defraud other users, or mistreat any animal;
  • arrange or pay for bookings outside the Platform with someone you met through Petroo, to avoid the Platform, or send fake booking requests;
  • copy or scrape the Platform, interfere with its security, or use bots or automated means to access it;
  • use the Platform for anything illegal.

12. Petroo's content

The Petroo name, logo, design and software belong to Petroo. You may use the Platform for its intended purpose, but not copy, modify or reuse them without our written permission.

13. Disclaimers and liability

We work hard to keep the Platform available and accurate, but it is provided "as is". Petroo verifies hosts and reviews listings, but does not supervise the care that hosts provide and is not responsible for their acts or omissions. To the extent the law allows, Petroo is not liable for indirect or consequential losses, and our total liability to you for any claim relating to the Platform is limited to the service fees you paid to Petroo in the three months before the claim. Nothing in these Terms limits liability that cannot be limited under Indian law.

14. Suspension and closing your account

We may suspend or close an account, or remove content, if these Terms or the Hosting Terms are broken, or to protect users, pets or the Platform. You may close your account at any time by writing to info@petroo.co.in.

15. Changes

We may update these Terms. We will post the new version here with its effective date and tell you by email about important changes. Continuing to use the Platform after a change means you accept it.

16. Law and disputes

These Terms are governed by the laws of India. We will first try to resolve any dispute through good-faith discussion; if it is not resolved, the courts at Kolkata, West Bengal have exclusive jurisdiction.

17. Contact

Petroo Services, 37/1 Park Avenue, Modern Park, Santoshpur, Kolkata 700075, West Bengal · info@petroo.co.in · Contact page