Grievance Redressal Policy
Last updated: 21 September 2026
This policy applies to Mumbai Pets Online operating from 20, Aryan Thakare, Block 03, Radhakrishnan Colony, Morshi, District Amravati, Maharashtra 444905 · [email protected] · +919923241289.
Grievance Redressal Policy
Mumbai Pets Online (Owned by KRP Tech Solutions OPC Private Limited · Operated by OM Pet Shop (MSME / Udyam: UDYAM-MH-03-0150241), the Consumer Protection (E-Commerce) Rules, 2020, and the Digital Personal Data Protection (DPDP) framework.
The website www.mumbaipets.in (and its associated mobile/web applications, hereinafter referred to as "Mumbai Pets Online" or "Platform") is owned by KRP Tech Solutions OPC Private Limited and operated by OM Pet Shop (MSME / Udyam: UDYAM-MH-03-0150241) ("Operator", "Company", "Us", "We", or "Our") under the laws of India, having its registered operating desk at 20, Aryan Thakare, Block 03, Radhakrishnan Colony, Morshi, District Amravati, Maharashtra 444905.
1. How to Submit a Grievance
For Mumbai-metro households, submit grievances in writing to [email protected], including 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
| Acknowledgement | Within 48 hours of receipt. Complaints about unlawful or objectionable content are acknowledged within 24 hours. |
| Consumer grievances | Resolved within one month. |
| Content / IT Rules complaints | Disposed of within 15 days. |
| Court or government removal order | Actioned within 36 hours. |
| Data privacy requests | Actioned subject to statutory retention (5 years from last transaction). |
3. Escalation
- Level 1 — Support: [email protected] or +919923241289.
- Level 2 — Nodal Grievance Officer: if unresolved or you are dissatisfied with the Level 1 outcome.
- 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.
For questions about this Grievance Redressal Policy:
| Nodal Grievance / Data Privacy Officer | Roja R — Data Privacy Officer & Nodal Grievance Officer |
| Grievance / Support Email | [email protected] |
| Data Privacy / Security Email | [email protected] |
| Helpline | +919923241289 |
| Head Office | 20, Aryan Thakare, Block 03, Radhakrishnan Colony, Morshi, District Amravati, Maharashtra 444905 |
| Registered Address | 20, Aryan Thakare, Block 03, Radhakrishnan Colony, Morshi, District Amravati, Maharashtra 444905 |
| Vendor / Partner Premises | Pathan Cattery, Kalyan, Mumbai Metropolitan Region, Maharashtra 421301 |
| Registration Contact Email | [email protected] |
| Registration Mobile | +91 99232 41289 |
| Website Owner | KRP Tech Solutions OPC Private Limited |
| Operating Entity (MSME) | OM Pet Shop (MSME / Udyam: UDYAM-MH-03-0150241) |
| Jurisdiction | Courts at Amravati / Mumbai, Maharashtra, India (without limiting statutory consumer rights) |