Terms & Conditions

You must be legally capable of entering into a binding contract under applicable law. You agree to provide accurate, current and complete information and to keep account credentials confidential. You are responsible for activities carried out through your account, except where caused by our proven fault. We may verify information or suspend access where fraud, misuse or unauthorised activity is reasonably suspected.

A single product may be offered in multiple weights, sizes or variants, and each option may have an individual price. The price applicable to the weight or option selected at checkout will apply to the order. Product images are illustrative; packaging, colour, appearance or portion presentation may vary without materially changing the ordered product.

For the “Pawsome Portion” category, only Medium and Large options may be displayed, with the applicable price shown on each tab or product card. Prices are stated in Indian Rupees and may include or exclude taxes and delivery charges as shown before payment. We may correct genuine typographical, pricing or technical errors before dispatch and will provide an appropriate cancellation or payment-adjustment option where required.

Ingredients, feeding guidance, allergen information and storage instructions may vary by product. Customers must review the information displayed on the Platform or packaging before feeding a product. If your pet has an allergy, medical condition, dietary restriction, pregnancy, medication requirement or special nutritional need, consult a qualified veterinarian before purchase or use. Our products, content and customer support are not veterinary diagnosis or treatment.

Submitting an order is an offer to purchase. An order is accepted only after successful payment where applicable and confirmation by us. Product availability, serviceability, delivery capacity, payment verification and operating conditions may affect acceptance. We may refuse or cancel an order for unavailable stock, an incorrect price, suspected fraud, an incomplete address, an unsafe or unserviceable destination, regulatory reasons or circumstances beyond reasonable control. Any eligible amount already collected will be handled under the applicable refund terms.

Customers may place orders through the Platform at any time, subject to technical availability. Our ordinary delivery operating window is 7:00 a.m. to 11:00 p.m. Orders eligible for default same-day delivery are generally targeted for delivery within 120 minutes, provided the order can reasonably be prepared, dispatched and completed within the operating window.

If an order is placed too late to complete delivery by 11:00 p.m., or if same-day capacity is unavailable, the Platform may display a scheduling prompt and require the customer to select delivery on the next available day. The displayed delivery estimate or confirmed schedule prevails for the particular order. Orders placed outside operational capacity are not guaranteed for same-day delivery.

Where available, customers may choose between default delivery and scheduled delivery. Default delivery uses the earliest available fulfilment window. Scheduled delivery allows selection from the dates or slots displayed on the Platform. A selected time is subject to confirmation, serviceability, order preparation, route conditions and delivery capacity.

The day may be divided into four operational delivery slots. Orders placed early enough to be fulfilled before the final operational cut-off may be delivered on the same day. Orders that cannot be completed within the last eligible slot will be scheduled for the next available day. The Platform’s checkout message or order confirmation will state the applicable option.

The 120-minute period and scheduled slots are estimates unless expressly stated otherwise. Delivery may be affected by traffic, weather, road closures, distance, incorrect location information, building access, high demand, product preparation, technical failures or force-majeure events.

You must provide a complete and accurate delivery address, contact number, landmark and, where requested, a valid Google Maps link or map location. You authorise our administrators and delivery personnel to access, copy and use the address and map link solely for fulfilment, support, verification and delivery-charge calculation. The customer or an authorised recipient must be available to receive the order. Additional delivery or re-delivery charges may apply where delivery fails because of incorrect details, denied access or unavailability.

Delivery distance may be calculated using a routing or mapping API from the designated dispatch location to the delivery destination. Charges may be calculated using the applicable price per kilometre, minimum charge, distance band or other rate displayed at checkout. Route calculations are estimates and may differ from actual travel distance due to road access, diversions, traffic or map data. The final delivery charge shown before payment will apply unless the destination details are changed or found to be materially inaccurate.

Certain products may be sold as meal packages covering multiple scheduled deliveries. Package duration, meal quantity, free meals, price, delivery frequency, defined daily delivery time and expiry will be displayed before purchase. Package delivery must be scheduled.

Where multiple meals or package orders are due for the same user and address at the defined delivery time, they may be combined into a single delivery. A single delivery does not change the quantity of meals purchased. Administrators may update the status of each package order or scheduled meal individually for accurate tracking. Unused meals, pauses, date changes, address changes and expiry are governed by the package conditions displayed at purchase and the cancellation/refund terms applicable to that package.

Payments may be processed through Razorpay or another authorised payment service provider using supported methods such as UPI, cards, net banking, wallets or other options displayed at checkout. Payment availability and processing are subject to the provider’s terms and your issuing bank or financial institution.

We do not control bank authorisation, payment-provider downtime or settlement delays. An order is not confirmed merely because an amount appears temporarily debited. If payment is debited but order confirmation is not generated, contact us with the transaction reference. Duplicate or failed-payment adjustments may depend on payment-provider and bank processing timelines.

11.1 Customer cancellation

Cancellation eligibility depends on the nature and preparation status of the order. A customer may request cancellation before preparation or dispatch through the option shown on the Platform or by contacting support. Because pet food and prepared meals may be perishable, customised, scheduled or hygiene-sensitive, cancellation may not be available once preparation has begun, the order has been dispatched or delivery has been completed.

11.2 Incorrect, damaged or missing items

If an item is incorrect, damaged, spoiled on arrival or missing, notify customer support promptly and preferably within 24 hours of delivery, with the order number and clear photographs or other reasonable evidence. After verification, we may offer replacement, account credit or refund for the affected item, as appropriate. Do not use or discard the product until instructions are provided where inspection is reasonably required.

11.3 Non-returnable items

Opened food, partially consumed food, customised meals, temperature-sensitive items, expired products due to improper customer storage, and goods damaged after delivery are ordinarily non-returnable unless the product was defective, incorrect or otherwise required to be accepted under applicable law.

11.4 Refund processing

Approved refunds will ordinarily be initiated to the original payment method. Processing time after initiation depends on the payment provider and bank and may take approximately 5 to 10 business days. Delivery charges, payment charges or consumed portions may be non-refundable where permitted and disclosed. These Terms do not limit any non-waivable consumer right available under applicable law.

11.5 Packages

Package refunds, if allowed, may be calculated after deducting delivered meals, free meals already redeemed where applicable, non-refundable service or delivery charges, and any benefits tied to minimum commitment. The exact package rule displayed at purchase will apply. Any cancellation or rescheduling request should be made before the cut-off shown for the next scheduled delivery.

Coupons, discounts, credits, introductory offers and free meals are subject to their stated eligibility, validity, minimum-order, user, product and usage conditions. They have no cash value, cannot be transferred unless expressly permitted, and may not be combined with other offers. We may cancel benefits obtained through fraud, duplication, technical error or abuse.

You agree not to:

• Provide false account, payment, address, location or order information.
• Use another person’s payment method or account without authorisation.
• Interfere with the Platform, security controls, payment process or service infrastructure.
• Copy, scrape, reverse engineer, exploit or misuse Platform content or systems except as permitted by law.
• Place fraudulent orders, abuse promotions, harass staff or delivery personnel, or use the service for unlawful purposes.
• Resell products in violation of product terms or applicable law.

The Platform, brand elements, text, graphics, software, photographs, product presentation and other content owned or licensed by Gas Petworld Pvt Limited are protected by applicable intellectual-property laws. You receive a limited, revocable, non-exclusive and non-transferable right to use the Platform for personal ordering purposes. No ownership right is transferred to you.

Payment gateways, banks, maps, routing tools, communications services and other third-party services may be used to operate the Platform. Their availability and performance are outside our direct control and may be subject to separate terms and policies. We are not responsible for a third party’s independent acts, outages or data practices, except to the extent responsibility cannot be excluded under applicable law.

We endeavour to provide accurate product information and reliable service, but availability, images, delivery estimates and Platform access may occasionally contain errors or interruptions. To the maximum extent permitted by law, the Platform and services are provided on an “as available” basis without warranties not expressly stated in these Terms.

Gas Petworld Pvt Limited will not be liable for indirect, incidental, special or consequential loss, loss of profit, loss of data or loss caused by misuse of a product, undisclosed pet allergies, failure to follow storage or feeding instructions, third-party services, incorrect customer information or circumstances beyond reasonable control. Where liability cannot be excluded, it will be limited as permitted by applicable law. Nothing in these Terms excludes liability or consumer rights that cannot legally be excluded.

To the extent permitted by law, you agree to indemnify Gas Petworld Pvt Limited against claims, losses or reasonable costs arising from your unlawful use of the Platform, material breach of these Terms, fraudulent conduct, infringement of another person’s rights, or provision of false or unauthorised information.

We may restrict, suspend or terminate access where reasonably necessary for security, fraud prevention, legal compliance, repeated failed deliveries, abusive behaviour or material breach of these Terms. Termination does not affect rights, payments or obligations that arose before termination.

We are not responsible for delay or failure caused by events beyond reasonable control, including extreme weather, flood, fire, epidemic, governmental action, strikes, transport disruption, internet or utility failure, payment-network outage, civil disturbance or natural disaster. We will make reasonable efforts to communicate material delays and reschedule or refund eligible orders as appropriate.

We may modify the Platform, products, prices, delivery areas, operating windows or these Terms. Updated Terms will be posted with a revised effective date. Changes will apply prospectively unless immediate application is required by law, security or fraud-prevention needs. Your continued use after the effective date constitutes acceptance of the updated Terms.

These Terms are governed by and interpreted in accordance with the laws of India. Subject to any mandatory consumer forum or other jurisdiction available under applicable law, disputes arising from or relating to these Terms, the Platform, products or services shall be subject to the jurisdiction of the competent courts in Kochi, Kerala.

If any provision is held invalid or unenforceable, the remaining provisions will continue in effect. Failure to enforce a provision is not a waiver. You may not assign your rights or obligations without our written consent. We may assign these Terms in connection with a business transfer, restructuring or legal requirement. These Terms, together with the Privacy Policy and any displayed order-, package-, delivery-, cancellation- or refund-specific conditions, form the agreement between you and Gas Petworld Pvt Limited for use of the Platform.

For questions about orders, payments, deliveries, cancellations, refunds, these Terms, or grievance redressal, contact:

• Gas Petworld Pvt Limited (GAS PET FOODS)
• Address: Ponoth Line, Kaloor, Kochi, Kerala, India
• Email: hello@gaspetworld.com
• Phone: +91 81368 94093
• Website: https://gaspetworld.com