This Policy sets out how you may raise a complaint with Bhopal Pets Online and the timelines within which we will acknowledge and resolve it. It is published pursuant to the Information Technology Act, 2000, the IT (Intermediary Guidelines) Rules, 2021, the Consumer Protection (E-Commerce) Rules, 2020, and the Digital Personal Data Protection (DPDP) framework.

1. How to Submit a Grievance

Submit grievances in writing to support@bhopalpets.in, including 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

3. Escalation

1. Level 1 — Support: support@bhopalpets.in or +919753631238.
2. Level 2 — Nodal Grievance Officer: if unresolved or you are dissatisfied with the Level 1 outcome.
3. 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.