Effective: 29 May 2026 · Version: 2.0.0
_This policy is published in compliance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 as amended._
1. How to raise a grievance
If you have a complaint about content, an account action, a refund, a delivery, a data-privacy concern, or the conduct of any Pond Care staff or partner, please write to us at:
- Email: grievance@pondcarevet.com
- WhatsApp: +91 90009 48599
- Post: Pond Care Veterinary Pvt. Ltd. · Grievance Cell ·
D.No.173, Beside Virtusa Layout, Rebala, Sri Potti Sriramulu Nellore District, Andhra Pradesh 524305, India
Please include: your registered mobile number, a clear description of the issue, screenshots or invoice IDs where relevant, and your preferred resolution.
2. Timelines
Under IT Rules 2021 we commit to the following:
- Acknowledgement: within 24 hours of receipt.
- Resolution: within 15 days.
- Complaints involving impersonation, non-consensual intimate imagery,
or child safety are actioned within 24 hours.
3. Grievance Officer
Name: Nagalakshmi K Designation: Grievance Officer, Pond Care Veterinary Pvt. Ltd. Email: grievance@pondcarevet.com Phone: +91 90009 48599 (Mon-Sat · 9:00 AM - 7:00 PM IST) Address: D.No.173, Beside Virtusa Layout, Rebala, Sri Potti Sriramulu Nellore District, Andhra Pradesh 524305, India GSTIN: 37COZPS4479E2ZW
4. Escalation
If the Grievance Officer's response does not resolve your complaint you may escalate to the Grievance Appellate Committee constituted under IT Rules 2021 § 3A. The committee is hosted at https://gac.gov.in.
5. Data Protection Officer (DPO)
For data-privacy grievances specifically (right of access, correction, erasure, portability, or withdrawal of consent under the Digital Personal Data Protection Act 2023):
- Email: dpo@pondcarevet.com
- We respond to DPDPA rights-requests within 7 working days.