Code of Conduct
Last updated: March 2026 · Petter Home Vet Services
Petter is a community built on trust — between pet parents, independent service providers, and us. This Code of Conduct sets out the standards of behaviour we expect from everyone who uses or operates through the platform.
Violations are taken seriously. Depending on severity, consequences range from a formal warning to immediate permanent removal from the platform and referral to regulatory or legal authorities.
Scope — Who This Applies To
This Code of Conduct applies to everyone who uses or operates through the Petter platform: pet parents booking services, and all service providers — veterinarians, professional groomers, and para-veterinary technicians. By using the platform, all parties agree to be bound by this code.
Respect and Professionalism
All parties — pet parents, service providers, and Petter staff — are expected to treat one another with dignity, courtesy, and respect. Verbal abuse, threats, harassment, discrimination on any basis, or any conduct that creates a hostile environment will result in immediate suspension and may be referred to relevant authorities. Professional communication is expected at all times, including through the platform's messaging features.
Animal Welfare is Non-Negotiable
The welfare and dignity of every animal is the highest priority on this platform. Any action by any party — service provider or pet parent — that causes unnecessary pain, fear, or suffering to an animal is a serious violation of this code and will result in immediate and permanent removal from the platform. This applies to all service types: veterinary procedures, grooming, handling, restraint, and post-care.
Standards for Veterinarians
Veterinarians on Petter must hold a valid, current registration with the Veterinary Council of India (VCI) or the appropriate State Veterinary Council. They must practise within their competence, make clinical decisions independently and in the animal's best interest, and never recommend or carry out procedures that are unnecessary or commercially motivated. They must disclose any conflict of interest to the pet parent before or during the visit. Petter does not direct clinical decisions — all professional judgment rests solely with the attending veterinarian.
Standards for Professional Groomers
Groomers on Petter must use humane, stress-minimising handling techniques at all times. Physical restraint that causes distress, pain, or injury to an animal is strictly prohibited. Groomers must disclose to the pet parent any conditions observed during grooming (e.g., skin issues, lumps, ear problems) that may require veterinary attention. They must use only safe, appropriate, and animal-tested products.
Standards for Para-Vet Technicians
Para-veterinary technicians must act strictly within their defined scope of practice. They must not make independent clinical diagnoses, prescribe medication, or carry out procedures that require a licensed veterinarian. Where their work is performed as part of a treatment plan, they must follow the supervising veterinarian's instructions precisely. Any unexpected clinical finding during a visit must be escalated to a licensed veterinarian promptly.
Honesty from Pet Parents
Pet parents must provide complete and accurate information about their pet's health history, known conditions, medications, vaccination status, and temperament — especially known aggression. Withholding information that could affect the safety of a service provider or the outcome of a procedure is a breach of this code and of our Terms & Conditions. Inaccurate information that contributes to an adverse outcome will be taken into account in any dispute or liability assessment.
Safe Access for Service Providers
Pet parents are responsible for ensuring their home is a safe working environment for visiting professionals. This includes securing other animals during the visit, informing the provider of any household hazards, and being present or ensuring an authorised adult is present for the duration of the visit. Providers have the right to suspend or terminate a visit on safety grounds without penalty.
Privacy and Confidentiality
All personal information exchanged through the platform — contact details, pet health records, and address information — is confidential. Service providers must not share or use a client's personal data for any purpose other than fulfilling the specific booked service. Contact details made available during the booking window must not be retained, stored externally, or used for unsolicited communication after the window closes. Any breach of client confidentiality will result in removal from the platform.
Zero Tolerance: Fraud and Misrepresentation
Submitting false credentials, fabricating reviews, misrepresenting qualifications or services, accepting payment outside the platform to circumvent fees, or any other form of deception will result in immediate and permanent removal from the platform. Petter reserves the right to report fraudulent conduct to professional regulatory bodies, law enforcement, and consumer protection authorities.
Reporting Violations
If you experience or witness a violation of this Code of Conduct — whether as a pet parent or a service provider — please report it promptly to support@petter.in. All reports are treated in strict confidence. Petter will investigate every complaint and take appropriate action, which may include warnings, suspension, or permanent removal. Retaliation against anyone who makes a good-faith report is itself a violation of this code.
Witnessed or experienced a violation?
All reports are confidential and investigated promptly.