The terms for using HoC

Accepting these terms

How these terms apply depends on what you're asking us to do:

• A general question or an urgent request for help — these terms govern reasonable use of the chat, but simply contacting us does not by itself create a paid-service contract or commit you to anything.
• Creating a service request — we'll point you to these terms and ask you to acknowledge them where appropriate.
• Confirming boarding or another paid service — by confirming, you accept these terms together with the service-specific terms shown to you before confirmation, and we'll record that acceptance.
• Handing your cat into our care — this constitutes acceptance of these terms and the applicable boarding or care terms.

Our Privacy Policy explains how we handle your information and applies whenever you interact with us. Where the law requires your consent for a particular use of your information, we ask for it separately and specifically — it isn't bundled into these terms.

If you're using HoC on behalf of someone else's cat, you confirm you're allowed to make care decisions for that cat.

About House of Catrina

House of Catrina LLP (“House of Catrina”, “HoC”, “we”, “us”) is a feline-first care company registered in India (LLPIN: ACW-5896), based in Baner, Pune, Maharashtra. We work only with cats.

What we offer

Our services include:

• Raahat — an AI-assisted, WhatsApp-first service that helps with cat care guidance, reminders, and coordinating boarding, grooming, transport, pet sitting, emergencies, and more.
• Mannat — our cat boarding and care facility.
• Other HoC services — including fostering and rescue support, cat care consultations, educational content, and feline-focused services we may add over time.

Who can use HoC

You need to be at least 18 years old and able to enter into a binding agreement to use our services. By using HoC, you confirm that you are, and that any information you give us about yourself and your cat is true.

How Raahat works

Raahat helps you coordinate your cat's care over WhatsApp and connects you with the right people. A few things to understand about it:

• It uses AI-assisted systems to organise information and respond quickly. Its guidance is assistive and informational — it does not diagnose, prescribe, or replace a vet.
• We send transactional messages tied to your cat, your bookings, and your requests. You can stop them anytime by replying STOP or telling us, as set out in our Privacy Policy.
• WhatsApp is run by Meta under its own terms. Things outside our control — like WhatsApp outages or delivery delays — can affect when messages reach you.

Your responsibilities

To keep things working well for you, your cat, and everyone involved, you agree to:

• Give us accurate, honest information about you and your cat — especially anything affecting their health, safety, or behaviour.
• Treat our team, caregivers, and partners with respect.
• Not misuse our services — no spam, abuse, harassment, or anything unlawful.
• Stay responsible for your cat. In an emergency, the final call and responsibility rest with you as the owner. We'll help however we can, but you know your cat best, and the decisions are yours.

Mannat boarding & care

When you board your cat with Mannat, the following applies alongside any booking-specific details we share with you.

Intake & vaccinations

• Your cat must be up to date on their Tricat (feline trivalent) and Rabies vaccinations, including any due boosters.
• We'll ask to see a valid vaccination certificate before the stay. We may decline or postpone a booking if vaccinations aren't current, to protect your cat and the others in our care.

Health & honesty

• Please tell us about any medical conditions, medication, allergies, dietary needs, or behavioural issues before the stay.
• Withholding relevant information can put your cat and others at risk, and may affect what we're able to take responsibility for.

What we're responsible for

We care for every cat as if they were our own, and we take that seriously. If your cat escapes from our facility while in our care, we accept responsibility — we'll act immediately to recover them and keep you informed throughout.

Beyond that, and to the extent the law allows, we aren't liable for illness, the worsening of a pre-existing or undisclosed condition, injury or harm that occurs despite reasonable care, or stress-related behaviours that can come with being in a new environment. Boarding any animal carries some inherent risk, and we ask you to understand and accept that when you book.

Emergency veterinary care

If your cat needs urgent veterinary attention during a stay, our first priority is getting them seen. By boarding your cat with us, you authorise the following:

• Reaching you first. We will always try to reach you, and then your nominated emergency contact, before treatment begins. If we reach you, we act on your decision.
• Examination and stabilisation. If we cannot reach you or your emergency contact, and a licensed veterinarian considers immediate examination or stabilisation necessary to prevent serious harm, you authorise us to arrange that care without waiting.
• Treatment beyond stabilisation. Where a licensed veterinarian considers further treatment immediately necessary to protect your cat from death or serious suffering, we may authorise reasonable emergency treatment while we continue trying to reach you.
• Your preferred vet. Where you've named a preferred veterinarian and it is practical and safe to use them, we will. Otherwise we use the nearest suitable veterinary facility.
• Transport. You authorise us to transport your cat to a veterinary facility where urgent care requires it.
• The vet decides the medicine. Clinical decisions are made by the treating licensed veterinarian, not by HoC or Raahat. Our role is to get your cat to care quickly and to keep you informed.
• Keeping you informed. We will tell you what has happened, and what the vet has advised, as soon as we're able to reach you.
• Costs. Veterinary, medication, and related transport costs are borne by you, the owner, and are payable on collection.

Collecting your cat

• Please collect your cat at the agreed time. If you're running late, tell us — late collection may incur additional charges at our standard daily rate.
• If your cat isn't collected at the agreed time, we will keep caring for them and keep trying to reach you and your emergency contact. Additional daily charges apply for the period beyond the booking.
• If your cat remains uncollected for more than 14 days beyond the agreed collection date, and we have been unable to reach you or your emergency contact despite reasonable attempts, we may treat the cat as abandoned. In that case we may make appropriate arrangements for their ongoing care or rehoming, and recover outstanding costs from you.
• We never want it to come to this — staying in touch avoids it entirely. If something has gone wrong on your side, tell us and we'll work it out with you.

Working with third-party providers

A lot of what HoC does is connecting you with the right people for your cat.

• For many services, we coordinate with third-party providers — vets, groomers, transport, sitters, and others.
• Their quality, availability, and pricing can vary, and aren't always within our control.
• Please use your own judgement when choosing and working with any provider we connect you to.
• Some providers set their own terms, and those apply between you and them.

Bookings, payments & refunds

Some HoC services involve payment. Pricing, payment methods, deposits, and refund terms depend on the specific service and may change as we grow. We'll make the relevant terms clear at the time of booking or purchase, and those service-specific terms apply alongside these. Where a deposit or advance is taken for a boarding stay, the refund terms for that booking will be shared with you when you book.

Our content and brand

The House of Catrina and Raahat names, logos, content, designs, and materials belong to HoC. Please don't copy, reuse, or pass them off as your own without our permission. You're welcome to use our services as they're intended — that's what they're here for.

Limitation of liability

We genuinely care about your cat, and we work hard to get things right. Still, HoC is an early-stage company offering care, coordination, and support — not guarantees. To the extent the law allows:

• We provide our services on an “as is” and “as available” basis.
• We aren't liable for outcomes outside our reasonable control, including the actions of third-party providers or decisions made based on informational or AI-assisted guidance.
• Our boarding responsibilities are as set out in the Mannat boarding & care section above.
• Nothing here removes any rights you have under Indian law that can't be waived, or limits liability for anything that can't lawfully be limited.

Indemnity

You agree to cover House of Catrina for reasonable losses, claims, or costs that arise from information you've given us that turns out to be false or incomplete, from your cat causing harm or injury to people or other animals, or from your misuse of our services or breach of these terms. If such a claim comes up, we'll let you know promptly and work with you on it in good faith.

Services change and evolve

HoC is growing. Features and services may change, pause, be added, or be retired over time, and services may occasionally be unavailable for maintenance or for reasons beyond our control. We'll do our best to keep things running smoothly and to give you notice where it matters.

Suspending or ending access

We may limit, suspend, or end your access to our services if you misuse them, break these terms, or act in a way that puts our team, our partners, or the animals in our care at risk. You're free to stop using HoC at any time.

Privacy

How we handle your information is covered in our Privacy Policy, which forms part of these terms. Please read it alongside this document.

Resolving disputes

If something goes wrong, we'd much rather sort it out by talking first. Please reach our Grievance Officer (details below) and we'll work in good faith to put it right.

If we can't resolve it that way, the dispute will be referred to arbitration by a sole arbitrator under the Arbitration and Conciliation Act, 1996. The seat and venue of arbitration will be Pune, Maharashtra, and proceedings will be in English. This doesn't stop either of us from approaching the courts in Pune for urgent relief where needed.

Governing law

These Terms of Service are governed by the laws of India. Subject to the dispute-resolution clause above, any disputes will be subject to the jurisdiction of the courts of Pune, Maharashtra.

Contact us

Questions about these terms? Reach us at: