1. Introduction
These Terms of Use (“Terms”) constitute a legally binding agreement between:
Ultimutt Petcare Private Limited, a company incorporated under the Companies Act, 2013 (“Company”, “Ultimutt”, “We”, “Us”, “Our”)
and You (“User”, “Pet Parent”, “Customer”).
By accessing, downloading, registering, or using the Ultimutt mobile application, website, or services (collectively, the “Platform”), you agree to be bound by these Terms. If you do not agree, you must not use the Platform.
2. Nature of Services
Ultimutt Petcare Private Limited operates as:
- A direct provider of pet care services, including grooming and boarding; and/or
- A technology platform facilitating connections between users and third-party service providers.
The Company reserves the right to determine whether services are provided directly or through third-party partners. The Company shall not be liable for acts, omissions, or deficiencies of third-party providers beyond reasonable diligence.
Section A: Grooming Services
3. Consent and Disclosure
By booking grooming services, you represent and warrant that:
- You have disclosed all relevant medical, behavioral, and health information regarding your pet;
- Your pet is fit for grooming services.
This consent applies to the current grooming session and all future grooming services booked with Ultimutt for your pet(s), unless expressly revoked in writing (via email or WhatsApp) prior to a scheduled service.
4. Grooming Process
You understand that the Ultimutt grooming service involves the use of professional grooming tools (clippers, scissors, dryers, brushes, etc.) and the safe handling of your pet for bathing, drying, trimming, de-shedding, and/or styling, carried out by our certified in-house groomers at your home.
5. Health & Behavior Disclosure
You confirm that you have informed the groomer of any health conditions, allergies, injuries, ongoing medications, or behavioral issues (e.g., anxiety, aggression, nervousness, sensitivity to dryers) affecting your pet prior to the start of the session.
6. Possible Risks
You acknowledge and accept that, while Ultimutt groomers follow all safety protocols, inherent risks remain, including but not limited to:
- Minor cuts, clipper irritation, or skin redness
- Allergic or product-related reactions
- Stress-related responses (shaking, panting, or minor aggression)
- Discovery of underlying skin or coat conditions, including issues hidden under matting or shedding
- Temporary coat or skin changes after dematting or shaving
- In rare cases, severe stress reactions, shock, cardiac or respiratory distress, or other medical emergencies, particularly in pets that are elderly, medically fragile, or have undisclosed underlying health conditions
You understand that grooming involves bathing, restraint, water, heat/dryers, and handling that some pets — especially senior pets or pets with existing heart, respiratory, joint, or other medical conditions — may not tolerate well, and that this risk increases with the pet's age and health status.
7. Emergency Care
In case of a medical emergency during the session, the groomer will stop the service and inform you immediately. If veterinary care is needed, arranging transport is your responsibility. You authorize Ultimutt to assist by contacting the nearest or your preferred veterinarian, at your expense, and to take any immediate first-response action reasonably necessary to protect the pet's safety.
8. Limitation of Liability (Grooming)
Notwithstanding anything else in these Terms, and to the maximum extent permitted by law:
- The Company, its groomers, and staff shall not be held liable for any injury, illness, shock, cardiac or respiratory arrest, or death of the pet arising during or after a grooming session, except where caused by proven gross negligence on the part of the groomer.
- Where the pet parent has failed to fully, accurately, and truthfully disclose the pet's age, breed, medical history, pre-existing conditions, ongoing medications, allergies, or behavioral issues, the Company shall bear no liability whatsoever for any resulting injury, illness, shock, or death, and full responsibility for such non-disclosure shall rest solely with the pet parent.
- Pets that are senior/elderly, or have known or suspected heart, respiratory, orthopedic, or other underlying health conditions, carry a heightened risk of adverse reactions (including shock or death) during grooming. Booking a grooming service for such a pet is deemed an acknowledgment and acceptance of this heightened risk by the pet parent.
- The Company shall not be liable for any complications, injury, or death arising from a pet's reaction to grooming products, tools, water temperature, or drying equipment where such reaction could not reasonably have been foreseen given the information disclosed by the pet parent.
- Where liability is established through proven gross negligence, the Company's total liability shall not exceed the amount paid by you for the relevant grooming session.
9. Refunds & Cancellation
You understand that grooming results depend on your pet's coat condition, behavior, and health, and that:
- Once a service has been performed, refunds are not applicable, and payments made are non-refundable.
- Cancellations made less than 2 hours before the scheduled time are non-refundable; eligible cancellations made at least 2 hours prior may be adjusted as service credits at the Company's discretion.
This refund policy applies to each individual grooming session booked under this consent.
10. Service Modification or Refusal
The Company reserves the right to modify the scope of grooming services, or to refuse or discontinue services if the pet poses a safety risk, presents an undisclosed health concern, or is otherwise deemed unfit for grooming. No refund shall be applicable in such cases.
11. Media & Photo Consent
You grant the Company a perpetual, irrevocable, royalty-free license to use photos, images, and short video clips of your pet for updates, marketing, promotional, and commercial purposes, including social media content.
12. Validity of Consent (Ongoing & Future Bookings)
You understand and agree that this consent, including the disclosures, risk acknowledgments, and liability limitations above, remains valid for all future grooming services booked with Ultimutt for your pet(s), unless revoked in writing via email or WhatsApp prior to a scheduled service. You further agree that you are responsible for proactively updating the Company on any change in your pet's age, health, or medical condition ahead of each future booking. By proceeding with a booking and/or allowing the groomer to begin the service, you confirm that you have read, understood, and agreed to the above terms.
Section B: Transport and Third-Party Services
The Company may engage third-party vendors for transportation or other services. The Company shall not be liable for delays, damages, or incidents arising from such third-party services beyond reasonable control.
Section C: General Terms
14. Indemnity
You agree to indemnify and hold harmless Ultimutt Petcare Private Limited from any claims, damages, liabilities, or expenses arising from:
- Your pet's behavior
- Inaccurate or incomplete disclosures, including as to your pet's age, breed, medical history, pre-existing conditions, or behavioral issues
- Any injury, illness, shock, or death of your pet attributable to such inaccurate or incomplete disclosure
- Breach of these Terms
15. Limitation of Liability
To the maximum extent permitted by law, the Company's total liability shall not exceed the amount paid by you for the relevant service.
16. Account Suspension
The Company reserves the right to suspend or terminate accounts for abuse or misconduct, fraudulent activity, or violation of applicable laws or these Terms.
17. Governing Law and Dispute Resolution
These Terms shall be governed by the laws of India. Jurisdiction: Courts in Delhi. Dispute resolution: Arbitration, where applicable.
18. Force Majeure
The Company shall not be liable for failure or delay caused by events beyond its reasonable control, including but not limited to natural disasters, governmental actions, or public health emergencies.
19. Modifications
The Company reserves the right to update these Terms at any time. Continued use of the Platform constitutes acceptance of the revised Terms.