The Platform is available only to persons who are 18 years of age or above. If you misrepresent your age or identity, your account may be deactivated and any claim, refund or benefit you would otherwise have been entitled to may be declined.
FAQ
Pet Owner FAQs Answers for Pet Parents
No. Animal Connect is a technology platform. The walk is performed by an independent walker who is not an employee of Animal Connect. Animal Connect facilitates the booking, enables payment and provides the safety features described in the app.
It means that the walker has completed the onboarding checks prescribed by Animal Connect as at the date of those checks, which may include verification of identity documents, address, contact particulars and criminal record. Those checks are carried out against information furnished by the walker and records held by third-party agencies. Verification is not a guarantee of a walker's character, competence or future conduct.
It means that the walker has undergone the orientation or training in animal handling arranged or recognised by Animal Connect. It is not a professional certification in animal handling or behaviour.
Walkers are allocated on the basis of availability, proximity, pet size preference, travel mode and other parameters applied by the Platform. Allocation of a particular walker, or of the same walker across bookings, is not guaranteed.
Animal Connect walkers are verified and have undergone orientation or training in animal handling, as explained in Q3 and Q4. Walkers are responsible for keeping their surroundings hygienic during the walk, including disposing of waste, and their orientation includes how to respond if your dog has an emergency. Verification and training are not a professional certification or a guarantee of how any walk will go.
You must disclose the breed, approximate age, sex, weight and size; all medical conditions, injuries, allergies, medication and exercise restrictions; all behavioural traits relevant to safety, including any history of biting, lunging, growling, resource guarding, anxiety or reactivity; any tendency to escape or slip the collar; any previous incident in which your dog injured a person or animal; and any specific handling instructions. This is a continuing obligation - if anything changes, update the app and tell the walker before the walk begins.
Temperament tags are the descriptors you select on your pet's profile. They are relied upon by Animal Connect to allocate a walker of appropriate competence, and by the walker to decide how to handle your dog. You must select every tag that applies, and must not omit or understate any tag relating to aggression, reactivity, anxiety, pulling or escaping. Selecting an incorrect or incomplete tag is treated as a non-disclosure and a misrepresentation.
The walker may refuse to begin the walk, or may discontinue it, without any refund. You will also be liable for the whole of any resulting injury, loss or damage, including the medical expenses of any injured person, veterinary expenses, the cost of repairing property and legal costs. Any insurance benefit may also be declined.
Yes. Your dog must have a current rabies vaccination and must otherwise be vaccinated in accordance with the schedule recommended by a registered veterinary practitioner. Your dog must also have been dewormed and treated for ticks and fleas, and must not have shown symptoms of any contagious disease in the preceding fourteen days. You may be required to upload the vaccination record and to produce the original card on request.
Where the applicable municipal law requires a licence or registration in respect of keeping a dog, including under Section 191B of the Mumbai Municipal Corporation Act, 1888 and the bye-laws of the Municipal Corporation of Greater Mumbai, you are responsible for obtaining and maintaining it.
A properly fitted collar or harness, a leash in sound condition, an identification tag, and a muzzle where your dog's behaviour warrants one. You warrant that the equipment is safe and suitable. Neither Animal Connect nor the walker is liable for anything arising from defective or ill-fitting equipment you have provided.
Select your pet, the date, the start time and the duration, and complete the payment. A booking is only a request until it is accepted and confirmed on the Platform. Confirmation is sent to you through the app and by SMS, WhatsApp, push notification or email.
Yes. Time slots are indicative and a grace period of fifteen minutes applies on either side of the scheduled start time.
From the time the walker marks the walk as commenced to the time it is marked as completed. Reasonable variation on account of traffic, weather, your dog's conduct or other field conditions is not a deficiency in service.
Payment is made through the methods enabled in the app, which are processed by third-party payment aggregators. Unless stated otherwise, prices are exclusive of taxes, and Goods and Services Tax and other statutory levies are payable by you.
Yes. For the same day, you can select all the time slots you need and pay for them in a single payment. For a different day, you will need to make a new booking and select your slots again.
Yes, for the same time slot or for different slots. Each address needs its own booking, and payment is processed separately for each booking.
Yes, up to three (3) dogs per walk, all of which must be your own. For a fourth dog, you will need to make a separate booking.
The first slot starts at 6:00 am and the last slot is at 10:00 pm.
In the "Schedule" section of the app. Booking history is available for the past 90 days only.
Yes. If you cancel at least one (1) hour before the scheduled start of the walk, you receive a full refund of the booking fee, subject only to any non-refundable payment gateway or convenience charges notified in the app. If you cancel within one (1) hour of the scheduled start, after the walker has arrived, or after the walk has begun, no refund is payable.
Refunds are initiated to your original mode of payment within the number of business days stated in the app. The actual credit depends on the processing timelines of the payment aggregator, your bank or your card issuer, which are outside Animal Connect's control. Where the option is enabled, you may instead elect to receive the refund as credit in your Platform wallet.
If you or your authorised adult is not available to hand over the dog, or you do not respond to calls or messages within the period stated in the app, or the dog is not in a condition to be walked, the booking is marked as a no-show and no refund is payable. The walker is not obliged to wait beyond that period, to enter your premises, or to take custody of your dog in your absence.
If the walk does not take place for reasons not attributable to you, the booking fee is refunded in full, or Animal Connect will try to allocate a substitute walker or offer you a rescheduled slot.
No. Off-platform arrangements are prohibited, are entirely at your own risk, and are not covered by these terms, by verification, by support, by any safety feature or by any insurance. Doing so may result in suspension of your account. The restriction applies for six months from the last service that walker performed for you through the Platform.
Where the feature is available, you can view the walker's approximate real-time location during the walk. The data comes from the walker's device and depends on network connectivity, satellite availability, device settings and battery. It is an assistive convenience feature - it is not guaranteed to be continuous, accurate or uninterrupted, and an interruption is not by itself a deficiency in service.
You, or an adult you have authorised, must hand over the dog and receive it back. You are responsible for the acts of anyone you authorise. Animal Connect does not require or recommend handing over keys or giving a walker unaccompanied access to your home, and accepts no liability for any loss, theft or damage if you choose to do so.
A walk comprises collection of your dog, walking it on leash for the booked duration within a reasonable radius of the pick-up location, basic incidental care and hygienic disposal of waste, and return of your dog. It does not include grooming, bathing, feeding beyond treats you authorise, administration of medication, veterinary care, training, boarding or daycare, transport by vehicle, off-leash exercise, or unsupervised access to your home.
Yes. A walker may refuse to begin, or may stop a walk, where material information about your dog was not disclosed or was misrepresented; where your dog appears unwell, injured or unfit; where your dog shows aggression; where the collar, harness or leash is defective or missing; where the location appears unsafe; where anyone at the location behaves abusively or is intoxicated; or where continuing would endanger your dog, the walker, another animal or the public.
You authorise Animal Connect and the walker to arrange first aid, to transport your dog to the nearest available veterinarian - which may not be your own - and to authorise the treatment the attending veterinarian considers necessary, without first obtaining your permission where you cannot be reached promptly or where delay would be prejudicial to your dog. Reasonable efforts will be made to reach you and your emergency contact as soon as practicable.
You do. All costs of transport, consultation, treatment, medication and hospitalisation are borne by you, and are reimbursable to Animal Connect or the walker within fifteen days of demand. Please keep your preferred veterinarian and at least one emergency contact current in the app.
You are. You remain the owner and keeper of your dog at all times, and temporary custody by the walker does not transfer the responsibilities of ownership. You are liable for injury, death, loss or damage caused by your dog to the walker, to any other person, to any other animal or to any property. Where the incident arises from something you failed to disclose, your liability is absolute.
Animal Connect may procure insurance cover through a licensed insurer or insurance intermediary, and where it does so the scope, sum insured, exclusions and claim procedure are set out in the relevant policy. Settlement of any claim is at the insurer's discretion. No claim will be entertained where the incident arises from your non-disclosure or misrepresentation, or from an arrangement made outside the Platform. You are advised to maintain your own pet health and third-party liability cover.
The information collected and the purposes for which it is used are set out in full in the Privacy and Data Protection Policy at Division Two. Walkers receive only what is necessary for a confirmed booking - your first name, a masked contact number, the pick-up location and your pet's particulars, including its medical and behavioural disclosures.
Yes. You may seek a summary of the data processed, correction or erasure, and may withdraw consent at any time. Withdrawal operates prospectively. Where the data is necessary to provide the service, Animal Connect may be unable to continue providing it and may deactivate your account. Erasure may be deferred where retention is required by law.
Yes, including where you breach the terms, where information you have given is false, where your conduct towards a walker is abusive or threatening, where there is suspected fraud, where amounts remain unpaid, or where your dog is found to pose a risk. Animal Connect operates a zero-tolerance policy on sexual harassment, assault, violence, threats and discrimination against walkers.
You can write to us at info@animalconnect.in. You may also leave a detailed review of what you were unhappy with, and our support team will contact you within 5 to 7 business days.
Through the in-app help and support facility, or by writing to the Grievance Officer whose details appear in the terms. A complaint about a specific booking or walker should be raised within 24 hours of the walk, and within 72 hours where the matter is criminal in nature. Your complaint will be acknowledged within 24 hours and Animal Connect will endeavour to resolve it within 15 days.
The amount will be refunded within 5 to 7 business days, subject to the processing timelines. If no refund has been processed in that time, the Animal Connect support team will contact you.