The Pretty Paws prohibits the use of language that is racist, hateful, sexual or obscene in nature in a public area.
This policy extends to text within listings, on Seller pages and all other areas of the site that another User may view. If the profane words are part of a title for the item being sold, we allow Sellers to 'blur' out the bulk of the offending word with asterisks (i.e., s*** or f***).
Please report any violations of this policy to the correct area for review:
Report offensive Display Names
Report offensive language in a listing or otherwise
If a feedback comment; or any communication made between Users on the Platform; or email communication between Users in relation to transactions conducted on Platform contain profanity, please review Our feedback removal policy and submit a request for action/removal.
Disciplinary action may result in the indefinite suspension of a User's account, temporary suspension, or a formal warning.
The Pretty Paws will consider the circumstances of an alleged policy violation and the user's trading records before taking action.
Violations of this policy may result in a range of actions, including:
Limits placed on account privileges;
Loss of special status;
The Pretty Paws shall have the right to delete a product review posted by the customer at its sole discretion, if it is of the opinion that the review contains offensive language as stated above. Further, if The Pretty Paws is of the opinion that the review unfairly either: (i) causes disadvantage to a product; or (ii) increases the popularity of the product, The Pretty Paws shall have the right to delete the customer review. The Pretty Paws shall also, at its sole discretion have the right to blacklist the customer from posting any further customer reviews.
The Replacement Guarantee seeks to assist Buyers who have been defrauded by qualified sellers on the Platform. If at the time of delivery and/or within specified days from the date of delivery of the product/s, if any defect is found, then the buyer of the product/s can ask for replacement of the product/s from the seller.
If The Pretty Paws has suspicion or knowledge, that any of its buyers and sellers are involved in any activity that is intended to provide claims or information that is false, misleading or not genuine, then The Pretty Paws may while reserving its rights to initiate civil and/or criminal proceedings against User may also at its sole discretion suspend, block, restrict, cancel the Display Name of such buyer and seller and /or disqualify that User and any related Users from availing protection through this program.
The Pretty Paws reserves its right to initiate civil and/or criminal proceedings against a User who, files a invalid and/or false claims or provides false, incomplete, or misleading information. In addition to the legal proceedings as aforesaid, The Pretty Paws may at its sole discretion suspend, block, restrict, cancel the Display Name [and its related Display Names] of such User and/or disqualify that User and any related Users from availing protection through this program. Any person who, knowingly and with intent to injure, defraud or deceive, files a Fraudulent Complaint containing false, incomplete, or misleading information may be guilty of a criminal offence and will be prosecuted to the fullest extent of the law.
For more details related to Replacement Policy, refer to help / cancellation / returns or contact us.
Definition: 'Return' is defined as the action of giving back the item purchased by the Buyer to the Seller on the The Pretty Paws Platform. Following situations may arise:
Item was defective;
Item was damaged during the Shipping;
Products was / were missing;
Wrong item was sent by the Seller;
Seller can always accept the return irrespective of the policy;
If Seller disagrees a return request, Buyer can file a dispute under the Buyer Protection Program*;
Return could also result in refund of money in most of the cases;
We encourage the Buyer to review the listing before making the purchase decision. In case Buyer orders a wrong item, Buyer shall not be entitled to any return/refund.
Buyer needs to raise the return request within the return period applicable to the respective product. Once Buyer has raised a return request by contacting Us on Our Toll Free Number, Seller while closing the return ticket can select one of the following:
Replace after shipment collection - Seller has agreed to wait for the logistics team to collect the shipment from the buyer before replacing it);
Refund after shipment collection - Seller has agreed to wait for the logistics team to collect the shipment from the buyer before refunding);
Refund without shipment collection - Seller has agreed to refund the buyer without expecting the original shipment back);
Replace without shipment collection - Seller has agreed to replace the order without expecting the original shipment back);
On certain select days as specified by The Pretty Paws (such as 'The Big Billion Day') separate policies may be applicable.
In the event the Seller accepts the return request raised by the Buyer, Buyer will have to return the product and then the refund shall be credited to the Buyers account.
In case the Seller doesn't close the ticket in 3 days from the date of intimation to the Seller about the refund request, the refund request shall be settled in favor of the Buyer.
If the product being returned is not in accordance with the above parameters, then Buyer shall not be entitled to any refund of money from the Seller.
Shipping cost for returning the product shall be borne and incurred by the Seller.
Definition: Replacement is the action or process of replacing something in place of another. A Buyer can request for replacement whenever he is not happy with the item, reason being Damaged in shipping, Defective item, Item(s) missing, wrong item shipped and the like.
Seller can always accept the return irrespective of the policy. If Seller disagrees for a return request, Buyer can file a dispute under Buyer Protection Program*.
Buyer needs to raise the replacement request within the return period applicable to the respective product. Once Buyer has raised a replacement request by contacting Us on the Toll Free Number provided on the Platform. Once the replacement request has been raised, the following steps shall be followed:
Buyer is asked for "Reason for Return". Among others, the following are the leading reasons:
Shipping was damaged;
Item was defective
Item Dead on Arrival
Item(s) were missing
Wrong item sent
An intimation shall be provided to Seller seeking either "approval" or "rejection" of the replacement request.
In case the Seller accepts the replacement request, Buyer shall be required to return the product to the Seller and only after return of the product, Seller shall be obliged to provide the replacement product to the Buyer.
In case Seller rejects the replacement request, Buyer can choose to raise a dispute by writing to email@example.com
In case the Seller doesn't have the product at all, Seller can provide the refund to the Buyer and Buyer shall be obligated to accept the refund in lieu of replacement. All the product parameters shall be required to be complied with in cases of replacement.
If the Seller doesn't respond to the Buyer's replacement request, within three (3) days from the date of replacement request placed by the Buyer, refund shall be processed in favour of Buyer and Seller shall be liable to refund amount paid to the Seller.
All shipping and other replacement charges shall be borne and incurred by the Seller.
DISPUTES RESOLUTIONS POLICY
Generally, transactions are conducted smoothly on The Pretty Paws, however there may be some cases where both the Buyers and Sellers may face issues. At The Pretty Paws, we have a Dispute Resolution process in order to resolve disputes between Buyers and Sellers.
What is a 'dispute'? - A 'Dispute' can be defined as a disagreement between a Buyer and a Seller in connection with a transaction on the Platform.
How does a 'dispute' occur in the Marketplace? - Disputes are filed as a result of a disagreement between the Buyer and the Seller. Disputes arise out of an issue that is raised by either party not being completely satisfied with the resolution of their complaint/issue.
It is important that before a Buyer/Seller raises a dispute, they should attempt to solve the issue. Please note that whenever a Buyer raises a dispute, the Seller's payment for that order is put on hold immediately until the issue is resolved.
How is a 'dispute' created? - Whenever there is a disagreement, the Buyer can write to firstname.lastname@example.org, while the Seller can write to email@example.com, in order to raise a dispute. Disputes can be raised at a particular transaction level.
What are the various types of 'disputes'? - Following are the indicative examples of potential disputes:
Wrong item received;
Item Not as described;
Damaged or Seal broken on Product;
Item not Compatible;
Seller Description/Specification Wrong;
Defective (Functional issues);
Product not working and Manufacturer claims invalid Invoice;
In case the Seller rejects the return request of the Buyer, and Buyer raises a dispute, then The Pretty Paws will try to mediate and resolve the dispute between both the parties. If the dispute is resolved in favour of the Buyer, a refund is provided once the product is returned to the Seller. If the dispute is settled in favour of the Seller, Buyer is entitled to any refund.
BUYER PROTECTION PROGRAM
In case of a dispute where the Seller is unable to provide a refund or a replacement, The Pretty Paws will actively work towards reaching a resolution.
The Buyer Protection Program covers Buyers who are unable to successfully resolve their dispute with the Seller or are not satisfied the resolution provided by the Seller.
The Buyer can write to firstname.lastname@example.org if the issue with the Seller is not resolved. The Pretty Paws's Customer Support team will look into the case to check for possible fraud and if the Buyer has been blacklisted/blocked from making purchases on the Platform. Only after verifying these facts, a dispute can be registered.
In due course of resolution, The Pretty Paws's Customer Support Team will facilitate a conference call including the Seller and the Buyer.
When a dispute has been raised, The Pretty Paws may provide both the parties access to each other’s Display Names, contact details including email addresses and other details pertaining to the dispute. Buyers and Sellers are subject to final consent from The Pretty Paws for settling the dispute.
Buyer Eligibility and Restrictions - Only the Buyers who have purchased the product on The Pretty Paws are eligible for the Buyer Protection Program.
Buyers can file a dispute within 5 days from the date of delivery of the product.
Any damage or loss to the product after delivery will not be covered under this program and will completely be the Buyer's responsibility. Buyers should refuse to accept delivery if the item is damaged.
To be able to take advantage of the Buyer Protection Program, Buyers should first contact the Seller and attempt to resolve the issue. If the Buyer doesn't hear from the Seller or is unable to resolve the issue with the Seller even after contact, a dispute can be raised with The Pretty Paws by writing an email to email@example.com
Fraudulent charges and claims are not covered under Buyer Protection Program.
If the Buyer has already initiated chargeback through the credit card issuing bank, it will not be covered under Buyer Protection Program, though in such cases a Seller can file a claim through the Seller Protection Program.
Blacklisted and Blocked Buyers are not covered by the Buyer Protection Program.
Buyers who have reached their maximum lifetime limit for claims are also not eligible. Buyers can make a maximum of 3 claims per year on The Pretty Paws. If the claim was withdrawn, it is not counted. The coverage amount will be limited to Rs. 5,000/-.
Through the Buyer Protection program, The Pretty Paws does not provide any guarantee/warranty to Buyers for products sold on The Pretty Paws against technical/manufacturing defects.
Raising disputes against Sellers does not automatically entitle the Buyer to a refund or replacement for the product purchased. The Pretty Paws shall verify the disputes so raised and may process only such claims that are valid and genuine.
The Pretty Paws shall at no point be responsible for any direct or indirect losses, expenses, costs of any nature whatsoever that may be incurred by any Buyer/Seller.
Claims of the nature of 'Buyer remorse' (i.e. instances where products are bought by the Buyer by mistake or where the Buyer chooses to change his/her mind with regard to the product purchased by him) will not be entertained through this program.
The Pretty Paws reserves its right to initiate civil and/or criminal proceedings against a User who, files an invalid and/or false claims or provides false, incomplete, or misleading information. In addition to the legal proceedings as aforesaid, The Pretty Paws may at its sole discretion suspend, block, restrict, cancel the Display Name [and its related Display Names] of such User and/or disqualify that user and any related users from availing protection through this program.
Decisions made by The Pretty Paws under the Buyer Protection Program shall be final and binding on its Users.
The Pretty Paws reserves the right to modify / discontinue Buyer Protection Program without any prior notice period to its Users.
Through this program, The Pretty Paws shall not entertain claims of Buyers who have incurred loss due to delayed shipment or delivery of the item by the Seller.
The Pretty Paws Customer Support Team may seek additional information / clarification from Buyer to facilitate resolution of the dispute. In the event Buyer does not respond with information / clarification sought within 10 days of such request, the dispute shall be auto-closed in favour of the Seller.
Disputes via Chargeback - Whenever a chargeback (CB) comes from a payment gateway/bank, following situations may arise:
Item not received CB - Buyer hasn't received the item. Refund will be created in accordance with the dispute policies
Unauthorized CB - Buyer hasn't made this particular transaction. Refund will be created in accordance with the dispute policies.
Seller expressly agrees that issuing the correct and complete invoice is the sole and primary responsibility of the Seller. Furthermore, Seller shall ensure that invoices state "Powered by The Pretty Paws" and failing to do so Seller will be liable for chargebacks (as applicable).
Item not as described - meaning item is not what Buyer expected. Dispute will be decided in accordance with the dispute policies.
EMAIL ABUSE & THREAT POLICY
Private communication, including email correspondence, is not regulated by The Pretty Paws. The Pretty Paws encourages its Users to be professional, courteous and respectful when communicating by email, however, The Pretty Paws will investigate and can take action on certain types of unwanted emails that violate The Pretty Paws policies. Such instances:
Threats of Bodily Harm - The Pretty Paws does not permit Users to send explicit threats of bodily harm.
Misuse of The Pretty Paws System - The Pretty Paws allows Users to facilitate transactions through the The Pretty Paws system, but will investigate any misuse of this service.
Spoof (Fake) email - The Pretty Paws will never ask you to provide sensitive information through email. In case you receive any spoof (fake) email, you are requested to report the same to Us through 'Contact Us' tab.
Spam (Unsolicited Commercial email) - The Pretty Paws's spam policy applies only to unsolicited commercial messages sent by The Pretty Paws Users. The Pretty Paws Users are not allowed to send spam messages to other Users.
Offers to Buy or Sell Outside of The Pretty Paws - The Pretty Paws prohibits email offers to buy or sell listed products outside of the The Pretty Paws Platform. Offers of this nature are a potential fraud risk for both Buyers and Sellers.
The Pretty Paws policy prohibits user-to-user threats of physical harm via any method including, phone, email and on Our public message boards.
Violations of this policy may result in a range of actions, including:
Limits on account privileges;
Cancellation of listings;
Loss of special status;
The Pretty Paws does not take responsibility or liability for the actions, products, content and services on the Platform, which are linked to Affiliates and / or third-party Platforms using Platform's APIs or otherwise. In addition, the Platform may provide links to the thirdparty Platforms of Our affiliated companies and certain other businesses for which, The Pretty Paws assumes no responsibility for examining or evaluating the products and services offered by them. The Pretty Paws do not warrant the offerings of, any of these businesses or individuals or the content of such third-party Platform(s). The Pretty Paws does not endorse, in any way, any third-party Platform(s) or content thereof.
The Pretty Paws Infringement Verification (FIV) - Reporting Listing Violations
The Pretty Paws has put in place The Pretty Paws Infringement Verification process so that intellectual property owners could easily report listings that infringe their rights. It is in The Pretty Paws's interest to ensure that infringing products are removed from the site, as they erode Buyer and good Seller trust.
If you are a Verified Rights Owner and want to report a listing issue, see The Pretty Paws's FIV.
Note: Only the intellectual property rights owner can report potentially infringing products or listings through FIV. If you are not the intellectual property rights owner, you can still help by getting in touch with the rights owner and encouraging them to contact us.
If your listing was removed through FIV, and you believe that your listing was removed in error, please contact us.
The Pretty Paws does not and cannot verify that Sellers have the right or ability to sell or distribute their listed products. However, The Pretty Paws is committed to removing infringing or unlicensed products once an authorized representative of the rights owner properly reports them to The Pretty Paws.
FIV works to ensure that item listings do not infringe upon the copyright, trademark or other intellectual property rights of third parties. FIV participants have the ability to identify and request removal of allegedly infringing products and materials.
Any person or company who holds intellectual property rights (such as a copyright, trademark or patent) which may be infringed upon by products listed on The Pretty Paws is encouraged to become a FIV member.
Program membership entitles you (Verified Rights Owner) to the following benefits:
Rapid response by The Pretty Paws in ending listings reported by you (as the Verified Rights Owner) as allegedly infringing;
Dedicated priority email queues for reporting alleged infringements;
The ability to obtain identifying information about The Pretty Paws's users'
How to Become a FIV Member - To join the FIV, we require only that you fully complete and email Us a Notice of Infringement form specifying the allegedly infringing listings and the infringed work, complete with an original authorized signature. The information requested by the Notice of Infringement is designed to ensure that parties reporting products are authorized by the rights owners, and to enable The Pretty Paws to easily identify the material or listing to be ended.
In the interest of keeping the process easy and simple, after we receive your first Notice of Infringement in hard copy, future notices can be sent to Us by email at firstname.lastname@example.org
Note: In your notice of infringement, you shall be required to identify the individual listing which is infringing your intellectual property. General notices shall not be accepted.
We are happy to receive such information but must advise that we may be limited in Our ability to respond to your request absent formal notice from an authorized rights owner.
A Note on Reason Codes: When identifying item numbers please use the reasons below. When removing products from the site, The Pretty Paws will inform Sellers of the specific reason for the removal of their products.
Select the most appropriate reason. Please associate each item you report with only one reason code.
Trademark - infringement
Trademark owner doesn't make this type of product or has discontinued the production of the product.
Item(s) is an unlawful replica of a product made by the trademark owner or is counterfeit
Trademark-listing description infringement Listing(s) has unlawful comparison to trademark owner's brand orproduct.
Listing(s) contains unlawful use of trademark owner's logo.
Copyright - item infringement
Software is being offered without any license or in violation of alicense;
Item(s) is a bootleg recording;
Item(s) is an unlawful copy (software, games, movies, etc.);
Item(s) is unlawful duplication of printed material;
Item(s) is an unlawful copy of other copyrighted work (paintings,sculptures, etc.)
Copyright - listing content infringement
Listing(s) comprises unauthorized copy of copyrighted text;
Listing(s) comprises unauthorized copy of copyrighted image;
Listing(s) comprises unauthorized copy of copyrighted image and text
Complaints and Grievance Redressal
Any complaints or concerns in relation to your Personal Information or content of this Website or any dispute or breach of confidentiality or any proprietary rights of User during use of the Website or any intellectual property of any User should be immediately informed to the Grievance cum Nodal Officer at the co-ordinates mentioned below in writing or by way of raising a grievance ticket through the hyperlink mentioned below:
Grievance cum Nodal Officer
Mr. Raja Mohammed
Razorpay Software Private Limited
Address: No. 22, 1st Floor, SJR Cyber, Laskar - Hosur Road, Adugodi, Bangalore - 560030
Grievances portal: https://razorpay.com/grievances/