ThePetNest Insurance – Customer Terms, Cancellation & Refund Policy

These terms govern your use of the ThePetNest Insurance journey made available on thepetnest.com and ThePetNest’s apps and communication channels.

By viewing quotes, sharing details, or purchasing an insurance policy through ThePetNest, you agree to these Terms, including the Cancellation & Refund Policy below.

1. Parties and Roles

ThePetNest / Petdos Online Private Limited (“ThePetNest”, “we”, “our”)

• Operates thepetnest.com and ThePetNest apps.
• Uses Guavasure’s technology platform to show pet insurance quotations to you and to facilitate your journey with the insurer.

Guavasure

• Provides the underlying technology and distribution platform integrated into ThePetNest’s website/app.
• Receives your details from ThePetNest, runs the quote journey and securely passes information to the insurer or its authorised intermediary.

Digit General Insurance (“Digit” or “Insurer”)

• The insurance company which designs the insurance product, underwrites the risk, issues the policy, collects premium (directly or via its authorised intermediary) and settles claims.
• The pet insurance products currently shown on the ThePetNest–Guavasure journey are Digit’s insurance products. If additional insurers are introduced in the future, their details will be clearly displayed.

2. Eligibility & Your Responsibility

By using the insurance journey via ThePetNest, you confirm that:

• You are at least 18 years of age and legally competent to contract.
• You are providing accurate, complete and honest information about yourself and your pet.
• You understand that any mis-statement or non-disclosure can result in rejection of your proposal, cancellation of your policy or denial of claims by Digit as per applicable law and policy terms.

You are responsible for:

• Carefully reading the product brochure, policy wording, key features and exclusions of the Digit insurance product before purchasing.
• Ensuring the selected plan is suitable for your needs. You may obtain independent financial/insurance advice if required.

3. Nature of Information – No Advice

All information, FAQs, prices and recommendations shown on:

• Thepetnest.com / ThePetNest app
• The integrated Guavasure quotation journey
• Illustrative and informational, based on data shared by you and rules configured by Digit (through Guavasure);
• Not personalised financial, tax or legal advice.

Your decision to buy or not buy a particular Digit policy is entirely your own. ThePetNest and Guavasure do not act as your financial advisor.

4. Quote, Proposal & Policy Issuance

1. Quote stage (via Guavasure)

• When you enter details (pet type, breed, age, city, etc.), ThePetNest passes these to Guavasure, which displays Digit’s pet insurance quotation(s) and available coverage options/premium.
• These quotes are subject to change based on additional information, underwriting rules and Digit’s approval.

2. Proposal Stage

• If you proceed, you will be prompted (through the Guavasure journey) to fill a proposal form and share further details/documents (ID proof, pet medical info, vaccination records, etc.).
• You must verify all details before submission. Once submitted, the proposal is shared with Digit or its authorised intermediary for underwriting.

3. Underwriting & Policy Issuance

• Digit may:
  • accept the proposal as is,
  • ask for additional information/tests, or
  • reject the proposal as per its underwriting policy.
• A policy is considered issued only when Digit accepts the proposal and the policy document is generated with a policy number.
• Confirmation, policy document and related communication may be sent by email/SMS/WhatsApp directly by Digit or through its authorised intermediary/Guavasure.

5. Premium Payment & Receipts

• Premium is for Digit’s insurance policy and may be collected through payment gateways integrated into the ThePetNest–Guavasure journey.
• All premium is collected on behalf of Digit or its authorised intermediary.
• After successful payment, you will receive a payment confirmation and/or premium receipt as per Digit’s or its intermediary’s process.
• ThePetNest does not store your full card/bank/UPI details and uses third-party payment processors.

If your payment is debited but you do not receive any confirmation within a reasonable time, please contact ThePetNest support so we can coordinate with Guavasure/Digit on your behalf.

6. Policy Terms & Priority

The final and binding terms of your Digit insurance (coverage, inclusions, exclusions, deductibles, waiting periods, claim process, etc.) are contained in:

• The policy wording and
• The policy schedule issued by Digit.

In case of any conflict between this page and the policy document, the Digit policy document always prevails.

7. Cancellation & Refund Policy

7.1 General Principle

• Cancellations and refunds for Digit insurance policies are governed by Digit’s policy terms and applicable law/regulations (including IRDAI guidelines), not by ThePetNest.
• ThePetNest and Guavasure will assist you in understanding and initiating cancellation/refund requests but cannot override Digit’s decision.

7.2 Cooling-Off / Free-Look Period

Many Digit insurance products provide a cooling-off / free-look period (for example, a specified number of days from policy issuance or receipt of the policy document) during which you may review the policy and request cancellation if you do not agree with its terms.

• The exact free-look period, eligibility and conditions will be as per Digit and mentioned in your policy document.
• If you cancel during this period and no claim has been made, you may be eligible for a refund of premium after deduction of:
  • proportionate risk premium for the period of cover,
  • stamp duty, and
  • any other charges as permitted by law and Digit’s policy.

7.3 Cancellation After Free-Look Period

• Cancellations after the free-look period are subject to Digit’s rules.
• You may receive a pro-rata refund, short-period refund, or no refund, depending on:
  • time elapsed,
  • type and tenure of policy,
  • whether any claims have been made or paid,
  • specific cancellation terms chosen by Digit for that product.

Details will be in your Digit policy wording or schedule.

7.4 No Refund in Certain Cases

You typically will not be eligible for a premium refund (or may receive only a partial refund) if:

• a claim has already been made during the policy period,/li>
• the policy is cancelled due to fraud, mis-representation or non-disclosure by you,
• Digit’s rules expressly disallow refund in that situation.

These scenarios are product-specific and governed by Digit.

7.5 How to Request Cancellation / Refund

You can initiate a cancellation/refund request by:

• contacting Digit directly using the contact details in your policy, or
• contacting ThePetNest Support at:
  • Email: [email protected]

When you contact ThePetNest:

• We will verify your details, understand the request and forward it to Guavasure/Digit or guide you on the process.
• We may ask you for additional information or documents as required by Digit.
• Final approval/amount/timeline of refund will be decided solely by Digit and credited as per their process.

7.6 Timeframe for Processing

• Once a valid cancellation request is accepted by Digit, refund timelines depend on Digit and banking/payment channels.
• ThePetNest will help you follow up but is not liable for delays beyond its reasonable control.

8. Policy Changes / Endorsements

If you wish to change any details after purchase (e.g. contact information, pet details, coverage options, etc.):

• Such changes are called “endorsements” and are subject to Digit’s approval.
• Some changes may require additional premium or may not be allowed.
• Please reach out to Digit directly or contact ThePetNest support for assistance; we will coordinate via Guavasure/Digit, but cannot guarantee approval.

9. Claims

• All claims are handled and decided exclusively by Digit as per the policy terms and applicable law.
• ThePetNest and Guavasure do not have authority to approve, reject or alter claims.
• However, we may assist you by:
  • guiding you on the claim-filing process,
  • helping you understand the required documents,
  • coordinating communication with Guavasure/Digit where possible.

Any grievance or dispute regarding a claim must be raised with Digit’s grievance cell and/or the relevant regulatory/consumer authorities, as per the process outlined in your policy document.

10. Use of Your Data & Privacy

• When you use the insurance journey on ThePetNest, you authorise ThePetNest to share your information with Guavasure and Digit (and their authorised partners) only for:
  • generating Digit quotations,
  • assessing your proposal,
  • ssuing and servicing your Digit policy,
  • handling claims, cancellations and refunds, and
  • fulfilling legal/compliance obligations.
• Your data will not be used for unrelated marketing or sold to third parties without your explicit consent, except as required by law.
• Data will be stored and processed in accordance with ThePetNest’s Privacy Policy and applicable data protection laws.
• On termination of our arrangement with Guavasure/Digit, your data will be retained or deleted as required by law and policy-servicing needs.

11. Communication & Updates

By using the insurance journey, you consent to receive communications related to:

• Digit quotes and proposals,
• policy issuance, renewal reminders and servicing updates,
• claims, cancellations and refunds,

via SMS, email, WhatsApp or phone calls from ThePetNest, Guavasure, Digit and their authorised service providers.

You can opt out of promotional communication, but service/transactional messages related to your policy may still be sent as required.

12. Limitation of Liability

ThePetNest is not liable for underwriting, pricing or claim decisions made by Digit. To the maximum extent permitted by law:

• ThePetNest’s role is limited to using Guavasure to show you Digit’s insurance quotations and facilitating your interaction; we are not liable for:
  • Digit’s underwriting decisions,
  • premium rates, coverage scope or exclusions
  • claim settlement amounts or timelines,
  • rejection of proposals or claims,
  • errors/omissions in policy wordings issued by Digit.
• Our aggregate liability to you for any loss arising from the use of this insurance journey shall be limited to the marketing fee actually received by ThePetNest from that specific policy, except where otherwise required by applicable law.

Nothing in this clause limits liability for fraud, wilful misconduct or any other liability that cannot be excluded under law.

13. Third-Party Links & Branding

• Any display of the Guavasure or Digit logos, names or trademarks is solely to indicate the relationship for the insurance product and does not imply ThePetNest’s ownership of those marks.
• ThePetNest takes reasonable steps so that the embedded Guavasure journey does not divert you away without clear indication, but ThePetNest is not responsible for the terms, policies or content of any third-party websites or apps.

14. Changes to These Terms

We may update or modify these Terms (including the Cancellation & Refund Policy) from time to time to reflect:

• changes in law or regulation,
• changes in our arrangements with Guavasure or Digit, or
• mprovements to our services.

The updated version will be posted on thepetnest.com with a revised “Last updated” date. Your continued use of the insurance journey after such changes constitutes your acceptance of the updated Terms.

15. Governing Law & Dispute Resolution

These Terms are governed by the laws of India.
Any disputes arising out of or in connection with these Terms or your use of the ThePetNest Insurance journey shall be subject to the exclusive jurisdiction of the competent courts at Delhi, India.

If You Have Any Questions

For any questions about these Terms, or for help with cancellations, refunds or claims assistance, please contact:

ThePetNest Support
Email: [email protected]