TERMS OF SERVICE
Effective Date: 31 July 2026
Website: www.dwiggy.in/
Introduction
This website is operated by Dwiggy Kennel Kitchen LLP, having its business address at E2-333, Ambedkar Nagar, New Delhi – 110062, India. Throughout these Terms of Service, the terms “Dwiggy”, “Company”, “we”, “us” and “our” refer to Dwiggy Kennel Kitchen LLP. The terms “customer”, “user”, “you” and “your” refer to any individual accessing the website, creating an account, submitting information or purchasing products from us.
These Terms of Service govern your access to and use of www.dwiggy.in/, including all information, content, features, products and services made available through the website.
By visiting the website, creating an account, placing an order or purchasing any product from Dwiggy, you agree to be bound by these Terms of Service, together with our Privacy Policy, Shipping and Delivery Policy, Cancellation, Return and Refund Policy, Cookie Policy and any additional conditions displayed in relation to a specific product, service, subscription or promotional offer.
Please read these Terms carefully before using the website. Where you do not agree with any provision contained in these Terms, you should discontinue using the website and must not place an order.
About Dwiggy
Dwiggy Kennel Kitchen LLP offers pet food, treats, celebration cakes, meal products, nutritional products and other pet-related products through its website.
The availability of products, ingredients, flavours, package sizes, delivery locations and services may vary from time to time. We reserve the right to introduce, modify or discontinue any product or service, subject to applicable law.
Information provided through the website is intended for general product and educational purposes only. It does not constitute veterinary diagnosis, treatment or professional veterinary advice.
Eligibility to Use the Website
You must be at least 18 years of age and legally capable of entering into a binding contract under Indian law to create an account or place an order through the website.
By using the website, you confirm that the information provided by you is correct, complete and current, that you are purchasing products for lawful purposes, and that you are the owner or authorised caretaker of the pet for whom the products are being purchased.
You further agree to use all products in accordance with the product label, feeding recommendations, storage instructions and any veterinary advice applicable to your pet.
Any individual below 18 years of age may use the website only under the supervision of a parent or legal guardian.
Account Registration and Security
Certain services or features of the website may require you to create a customer account. You agree to provide accurate details, including your name, email address, mobile number, billing address and delivery address.
You are responsible for maintaining the confidentiality of your username, password and other account credentials. You are also responsible for all activities performed through your account.
You must immediately notify us at dwiggykennelkitchenllp@gmail.com or contact us at +91 92899 40916 if you suspect unauthorized access to or misuse of your account.
We reserve the right to suspend, restrict or terminate an account where we reasonably believe that false information has been supplied, the account is being misused or the account is connected with fraudulent, unlawful or abusive activity.
Product Information
We make reasonable efforts to ensure that product descriptions, ingredients, quantities, feeding recommendations, storage instructions, shelf-life details, allergen information and other product-related information displayed on the website are accurate.
However, because certain products may be handmade, freshly prepared or produced in batches, minor variations may occur in their appearance, colour, shape, decoration, dimensions, texture or weight.
Product images displayed on the website are provided for illustrative purposes. The actual product may vary slightly because of screen settings, ingredient availability, handmade preparation, packaging changes or transportation conditions.
Where information printed on the product packaging differs from general information displayed on the website, the information printed on the packaging of the supplied batch should be followed.
Recipes, packaging, ingredient sources and product presentation may be modified from time to time, provided that such modifications comply with applicable legal and safety requirements.
Pet Suitability, Allergies and Medical Conditions
Every pet has different nutritional requirements, food preferences, tolerances, allergies and medical conditions. It is the customer’s responsibility to determine whether a particular product is appropriate for their pet.
Customers must carefully review the ingredient list and allergen information before placing an order or feeding a product to their pet.
Our products may contain, or may be prepared in facilities that handle, dairy products, eggs, wheat, gluten-containing cereals, peanuts, tree nuts, fish, chicken, meat products, soy, seeds and other potential allergens. Although reasonable care may be taken during preparation, complete prevention of cross-contact with allergens cannot always be guaranteed.
You should consult a qualified veterinarian before introducing a new food, meal or treat where your pet:
- has a known or suspected food allergy;
- has a chronic medical condition;
- is pregnant or lactating;
- is receiving medication or veterinary treatment;
- is very young or elderly;
- is following a therapeutic or prescription diet; or
- has previously experienced an adverse reaction to food.
You should discontinue feeding the product and obtain veterinary advice if your pet experiences vomiting, diarrhoea, itching, swelling, breathing difficulty, unusual behaviour or any other unexpected reaction.
Dwiggy does not claim that its products diagnose, prevent, cure or treat any disease or medical condition unless specifically permitted and substantiated under applicable law.
Feeding, Storage and Supervision
All products must be offered in a manner appropriate to the pet’s species, age, body size, chewing ability and health condition.
Pets should be supervised while consuming treats, chews, cakes, bones or any product that may present a choking or swallowing risk. Fresh drinking water should always be made available.
Treats and celebration products should generally be offered in moderation and should not replace a complete and balanced diet unless the product is specifically described as a complete meal.
Customers are responsible for following all refrigeration, freezing, thawing, storage, feeding and consumption instructions displayed on the product, packaging or website.
Dwiggy will not be responsible for spoilage, contamination or deterioration caused by incorrect handling or storage after delivery.
Product Availability
All products and services are subject to availability. Adding an item to a shopping cart does not reserve or guarantee its availability.
We may limit the quantity available for purchase, restrict delivery to selected locations, discontinue products, modify ingredients or packaging, refuse certain customisation requests or introduce order cut-off times.
Where a product becomes unavailable after an order has been placed, we may contact the customer to offer an alternative product, revise the order or issue an appropriate refund
Orders and Acceptance
An order submitted through the website constitutes an offer by the customer to purchase the selected products.
An automated acknowledgement of the order confirms only that we have received the order. It does not necessarily mean that the order has been accepted.
An order will be considered accepted when we send an order confirmation, begin preparing the products, dispatch the order or otherwise expressly confirm acceptance.
We reserve the right to reject, modify or cancel an order for legitimate reasons, including product unavailability, incorrect pricing, incomplete information, inability to deliver to the supplied address, suspected fraud, unauthorised payment, unusually large quantities, misuse of promotional offers, unsafe customisation requests or circumstances beyond our reasonable control.
Where we cancel a prepaid order before dispatch, the amount received for the cancelled product will ordinarily be refunded through the original payment method.
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Customised and Celebration Orders
Customised products may include pet cakes, personalised treats, celebration boxes, name decorations, dietary modifications, special flavours and other made-to-order products.
Customers are responsible for providing correct and complete customisation information, including the pet’s name, intended delivery date, species, age, approximate size, preferred design, ingredient restrictions, known allergies, flavour preferences and any message to be written on the product.
All customisation requests are subject to confirmation, ingredient availability, technical feasibility and safety considerations.
Because customised products are prepared individually, minor variations in colour, lettering, decoration, design placement, texture, shape or size may occur. Such minor handmade variations will not ordinarily be considered defects.
We do not guarantee an exact reproduction of photographs, illustrations or reference designs supplied by customers.
Once preparation of a customised, freshly prepared or perishable order has begun, cancellation, return or refund may not be available except where the product is defective, damaged, unsafe, incorrectly supplied or otherwise eligible under applicable law.
Customers submitting photographs, names, logos, characters, artwork or other materials for customisation confirm that they have the right to use such materials. We may reject any request that appears unlawful, offensive, misleading, unsafe or infringing.
Prices, Taxes and Additional Charges
All prices displayed on the website are stated in Indian Rupees unless otherwise indicated.
Applicable taxes, delivery charges, handling charges, convenience charges or other additional charges will be displayed before the customer completes the purchase.
We reserve the right to change product prices at any time. A price change will not ordinarily affect an order that has already been accepted.
Where a product has been listed at an incorrect price because of a technical, typographical or system error, we may cancel the affected order or contact the customer to confirm whether they wish to proceed at the correct price.
Promotional prices and discount offers may be limited to selected products, customers, locations or time periods and may be subject to minimum-order requirements or other conditions.
Payments
Payments may be processed through third-party payment gateways and payment service providers.
Available payment methods may include debit cards, credit cards, UPI, bank transfers, digital wallets, cash on delivery or other methods displayed during checkout.
By providing payment information, you confirm that you are authorised to use the selected payment method and that the supplied payment information is correct.
We do not directly control third-party payment systems. Payment failures, delays, security verification, reversals and refund-processing periods may depend on the relevant bank, payment gateway or payment service provider.
Where an amount is deducted but an order is not confirmed, the amount will ordinarily be reversed or refunded in accordance with the policies and processing timelines of the relevant financial institution or payment provider.
Shipping and Delivery
Orders will be delivered only to locations supported by Dwiggy or its delivery partners.
Any delivery date, delivery time or delivery slot displayed or communicated to the customer is an estimate unless expressly confirmed otherwise in writing.
Delivery may be delayed because of traffic, weather, public holidays, government restrictions, incorrect addresses, customer unavailability, inability to contact the recipient, carrier disruption, product preparation requirements or other circumstances beyond our reasonable control.
Customers are responsible for supplying a complete and correct delivery address, PIN code, telephone number, landmark and access instructions. An authorised individual must be available to receive the order.
Where delivery cannot be completed because of an incorrect address, customer unavailability, restricted access, non-responsive contact number or refusal to accept the parcel, additional delivery charges may apply. Perishable, customised or freshly prepared products may not be eligible for refund in such circumstances, subject to applicable law.
Detailed shipping and delivery terms may be provided in our separate Shipping and Delivery Policy.
Inspection of Products
Customers should inspect the package and products promptly upon delivery.
Where a product is damaged, leaking, spoiled, tampered with, incorrectly supplied, missing or materially different from the confirmed order, the customer should contact us as soon as reasonably possible at dwiggykennelkitchenllp@gmail.com or +91 92899 40916.
To investigate the complaint, we may request the order number, photographs or videos of the package, shipping label, product condition, batch number, best-before date and a description of the issue.
Customers should retain the product and its original packaging until the complaint has been reviewed, unless retaining the product would be unsafe.
Cancellations, Returns, Replacements and Refunds
All cancellation, return, replacement and refund requests will be handled in accordance with our Cancellation, Return and Refund Policy and applicable consumer protection law.
Because many of our products may be edible, freshly prepared, perishable, customised or temperature-sensitive, returns or refunds may not ordinarily be provided merely because:
- the pet does not like the product;
- the customer changes their mind;
- the product was incorrectly stored after delivery;
- feeding or storage instructions were not followed;
- a disclosed ingredient or allergen was overlooked;
- the delivery was refused without a valid product-related reason; or
- a customised product contains minor handmade variations.
Nothing in these Terms restricts a customer’s rights in relation to a product that is damaged, defective, unsafe, incorrectly supplied, misdescribed or otherwise covered under applicable law.
Approved refunds will ordinarily be issued through the original payment method. The time required for the amount to appear in the customer’s account may depend on the bank or payment provider.
Subscriptions and Recurring Orders
Where Dwiggy introduces subscription plans or recurring deliveries, the applicable delivery frequency, price, renewal terms, payment conditions and cancellation process will be displayed before purchase.
By enrolling in an automatically renewing subscription, the customer authorises Dwiggy or its payment provider to collect the applicable recurring payment until the subscription is cancelled.
A subscription cancellation may be subject to an order cut-off period. An order that has already entered preparation or has been dispatched may not be cancellable.
Promotions, Discount Codes and Loyalty Benefits
Promotional codes, referral benefits, loyalty points, gift vouchers and store credits may be subject to separate conditions.
Unless otherwise stated, such benefits have no cash value, may expire, may be limited to selected products, may not be transferable and may not be combined with other offers.
We reserve the right to cancel promotional benefits obtained through fraud, false information, multiple accounts, automated activity or manipulation of an offer.
Accuracy of Customer Information
Customers must provide current, complete and accurate information while creating an account and placing an order.
Dwiggy will not be responsible for loss, delay, failed delivery or product unsuitability caused by an incorrect address, incorrect telephone number, incorrect email address, incomplete allergy information, inaccurate customisation instructions or failure to update account details.
Intellectual Property Rights
The website and all its contents, including the Dwiggy name, logos, trademarks, product names, recipes, photographs, graphics, videos, text, packaging designs and website layout, are owned by or licensed to Dwiggy Kennel Kitchen LLP.
Customers may access the website only for personal, lawful and non-commercial purposes.
Without prior written permission from Dwiggy, no person may reproduce, republish, copy, commercially exploit, modify, distribute, sell, frame, mirror or scrape any website content, product image, product description, recipe, design, logo or proprietary material.
Nothing contained in these Terms transfers any intellectual property right to the customer.
Customer Reviews and Submitted Content
Customers may be permitted to submit reviews, photographs, comments, suggestions, testimonials or other content.
By submitting content to Dwiggy for public display or promotional use, the customer grants Dwiggy a non-exclusive, worldwide, royalty-free licence to use, reproduce, adapt, publish and display that content, subject to applicable law and our Privacy Policy.
The customer confirms that the submitted content is based on a genuine experience, does not violate the rights of another person, does not contain unlawful, defamatory, misleading or offensive material and does not disclose confidential or private information.
We may remove or refuse to publish content that violates these Terms.
Identifiable customer photographs or private personal information will not be published for promotional purposes without appropriate consent.
Prohibited Activities
Customers must not use the website for unlawful, fraudulent or unauthorised purposes.
Prohibited activities include submitting false information, impersonating another person, using stolen payment information, interfering with website security, introducing malicious code, extracting website data without permission, manipulating reviews or promotional offers, infringing intellectual property rights, harassing staff or placing orders for unauthorised resale.
We reserve the right to suspend or terminate access to the website where prohibited or abusive activity is identified.
Third-Party Services and External Links
The website may use or contain links to third-party services, including payment gateways, delivery providers, social media platforms, analytics providers, messaging services, maps, hosting providers and external websites.
Such third-party services are governed by their own terms and privacy practices.
Dwiggy does not control and will not be responsible for the availability, security, content, acts or omissions of third-party services, except to the extent that responsibility cannot be excluded under applicable law.
Privacy and Personal Information
The collection, storage and use of personal information will be governed by our Privacy Policy and applicable data protection law.
We may process information necessary to create customer accounts, process orders and payments, arrange deliveries, respond to enquiries, investigate complaints, prevent fraud, comply with legal obligations and improve our website and services.
Customer information may be shared with payment providers, delivery partners, website hosting providers and other service providers only to the extent reasonably necessary to provide the requested services or comply with legal obligations.
Marketing communications will be sent only where permitted. Customers may withdraw consent using the method provided in the communication or by contacting us.
Website Availability and Errors
We aim to maintain a functional and accurate website but do not guarantee that the website will always be uninterrupted, error-free or continuously available.
We may correct errors in product descriptions, pricing, offers, delivery charges, availability and other website information at any time.
Where an error materially affects an order, we may contact the customer to confirm the corrected information or cancel and refund the affected part of the order.
Disclaimer
The website and its services are provided on an “as available” basis, subject to rights and warranties that cannot be excluded under applicable law.
Dwiggy does not guarantee that every product will be suitable for every pet, that every pet will accept or enjoy a product, or that use of a product will result in a particular nutritional, behavioural or health outcome.
Our products and website information are not intended to replace veterinary examination, diagnosis or treatment.
Limitation of Liability
Nothing in these Terms excludes or limits any liability that cannot lawfully be excluded, including liability arising under applicable consumer protection law.
Subject to applicable law, Dwiggy Kennel Kitchen LLP will not be liable for indirect, incidental, special or consequential losses arising from product misuse, failure to follow feeding or storage instructions, undisclosed allergies, undisclosed medical conditions, incorrect customer information, unauthorised account access caused by failure to secure account credentials, third-party service failures or circumstances beyond our reasonable control.
Where liability may lawfully be limited, the total liability of Dwiggy in relation to a particular order will not exceed the amount paid for the product giving rise to the claim.
This limitation does not restrict any statutory remedy available to a consumer.
Indemnification
To the extent permitted by law, customers agree to indemnify Dwiggy Kennel Kitchen LLP, its partners, employees, representatives and service providers against third-party claims arising from unlawful use of the website, breach of these Terms, infringement of another person’s rights, unauthorised resale or modification of products or unlawful content submitted by the customer.
This provision does not require a customer to indemnify Dwiggy for Dwiggy’s own negligence, product defect, statutory breach or unlawful conduct.
Force Majeure
Dwiggy will not be responsible for delay or failure caused by events beyond its reasonable control, including natural disasters, floods, extreme weather, fire, epidemic, pandemic, government restrictions, strikes, transport disruption, power failure, telecommunications failure, cyberattacks, shortages of ingredients or packaging and civil disturbance.
Where reasonably possible, affected customers will be informed and an appropriate resolution will be provided in accordance with applicable law.
Suspension and Termination
We may suspend or terminate a customer’s access to the website where the customer breaches these Terms, engages in fraudulent activity, misuses promotional offers, threatens or abuses staff, interferes with website security or uses the service for unlawful purposes.
Suspension or termination will not affect obligations, rights or liabilities that arose before the date of termination.
Severability
Where any provision of these Terms is found to be invalid, unlawful or unenforceable, that provision will be limited or removed only to the minimum extent necessary.
The remaining provisions will continue to remain valid and enforceable.
No Waiver
Failure by Dwiggy to enforce any provision of these Terms will not constitute a waiver of that provision or any other right.
Entire Agreement
These Terms, together with the policies and product-specific conditions referred to in them, constitute the entire agreement between the customer and Dwiggy concerning use of the website and purchase of products.
They replace earlier communications or understandings relating to the same subject matter, except where a separate written agreement applies.
Governing Law and Jurisdiction
These Terms will be governed by and interpreted in accordance with the laws of India.
Subject to the rights available to consumers under applicable consumer protection law, the courts and tribunals of New Delhi, India, will have jurisdiction over disputes arising from these Terms, the website or any purchase made through the website.
Nothing in this provision prevents a consumer from approaching a competent Consumer Commission or any other authority having jurisdiction under applicable law.
Before commencing formal legal proceedings, the parties should make reasonable efforts to resolve the dispute through written communication and grievance redressal.
Customer Support and Grievance Redressal
For questions, complaints, delivery concerns, cancellations, refunds, payment issues or product-related concerns, customers may contact Dwiggy using the following details:
Company Name: Dwiggy Kennel Kitchen LLP
Website: www.dwiggy.in/
Email Address: dwiggykennelkitchenllp@gmail.com
Contact Number: +91 92899 40916
Address: E2-333, Ambedkar Nagar, New Delhi – 110062, India
Customer Support Hours: Available 24 hours a day, seven days a week
Customers should mention their order number, registered mobile number or email address and provide a clear description of the complaint.
Complaints will be acknowledged and resolved within the timelines prescribed under applicable consumer protection and e-commerce laws.
Changes to These Terms
Dwiggy may update these Terms from time to time to reflect changes in its products, services, website functionality, delivery arrangements, payment systems, legal requirements or business practices.
Updated Terms will be published on this page together with the revised effective date.
Where required by law, material changes may also be communicated through email, website notification or another appropriate method.
Continued use of the website after the updated Terms become effective will constitute acceptance of the updated Terms, except where fresh consent is legally required.
Contact Information
Questions relating to these Terms of Service may be directed to:
Dwiggy Kennel Kitchen LLP
E2-333, Ambedkar Nagar
New Delhi – 110062, India
Website: www.dwiggy.in/
Email: dwiggykennelkitchenllp@gmail.com
Telephone: +91 92899 40916
Customer Support: Available 24 hours a day, seven days a week