Grievance Redressal Policy

Bhopal Pets Online (Owned and operated by Sapphire Marketing Agency (MSME / Udyam: UDYAM-MP-10-0040064), the Consumer Protection (E-Commerce) Rules, 2020, and the Digital Personal Data Protection (DPDP) framework.

The website www.bhopalpets.in (and its associated mobile/web applications, hereinafter referred to as "Bhopal Pets Online" or "Platform") is owned and operated by Sapphire Marketing Agency (MSME / Udyam: UDYAM-MP-10-0040064) ("Operator", "Company", "Us", "We", or "Our") under the laws of India, having its registered operating desk at 2nd Floor, Maple High Street, Narmadapuram Rd, Chinar Fortune City, Bhopal, Madhya Pradesh 462026.

1. How to Submit a Grievance

Across Madhya Pradesh routes, submit grievances in writing to [email protected], such as your order number, registered contact details, a clear description of the issue, the outcome sought, and supporting evidence (unedited photographs or video, and veterinary documentation on official letterhead with seal, signature and registration number).

2. Acknowledgement and Resolution Timelines

3. Escalation

1. Level 1 — Support: [email protected] or +919753631238.
2. Level 2 — Nodal Grievance Officer: if unresolved or you are dissatisfied with the Level 1 outcome.
3. Level 3 — Statutory remedies: National Consumer Helpline (1915), or the relevant Consumer Disputes Redressal Commission.

4. What This Policy Does Not Cover

• Requests to reverse a transaction already refunded in full — that is a closed commercial matter.
• Demands made through intimidation or coercion — see our Anti-Harassment & Zero-Tolerance Extortion Policy.
• Claims outside the windows in our Refund Policy.