Terms of service

Last Updated: September 21, 2026

1. General

The Neko Store is owned and operated by Neko Store Private Limited ("Company", "we", "us" or "our"), a private limited company incorporated under the Companies Act, 2013, with its registered office at 7th Floor, Innov8, Pranava Business Park, Kondapur, Kothaguda, Hyderabad, Telangana - 500078, India. We operate the website www.thenekostore.com ("Platform" or "Website").

We are a curated retailer of cat products, including toys, accessories and other non-food items, with additional product categories to be introduced over time. We sell Products to you directly and issue the invoice for every order ourselves.

These Terms and Conditions ("Terms") govern your access to and use of the Platform, including any purchase you make on it. Please read them carefully along with our Privacy Policy and any other policy we publish on the Platform (together, "Platform Policies") before you use or register on the Platform.

These Terms are an electronic record under the Information Technology Act, 2000 and the rules made under it, and are valid without any physical, electronic or digital signature.

2. Acceptance of Terms and Conditions

By accessing or using the Platform in any way, including browsing it, creating an account, or placing an order, you agree to be bound by these Terms. If you do not agree with these Terms, please do not use the Platform.

These Terms, together with the Platform Policies, form a binding agreement between you and the Company for as long as you use the Platform.

3. Eligibility

The Platform is meant for use by persons who are 18 years or older and who are legally competent to enter into a binding contract under the Indian Contract Act, 1872.

If you are under 18, a purchase on your behalf must be made by your parent or legal guardian. We may also decline to serve or may suspend any user we reasonably believe does not meet these requirements, or whose account has previously been suspended or removed from the Platform.

4. Modifications

We may revise these Terms from time to time, at our discretion. When we do, we will update the "Last Updated" date at the top of this page. It is your responsibility to check these Terms periodically. Continuing to use the Platform after a revision means you accept the updated Terms.

5. Account Information

To use certain features of the Platform, you may need to create an account by providing details such as your name, email address, phone number and such other information as we may reasonably require ("Account").

You agree to keep your Account information accurate, complete and up to date, and to update it promptly if it changes, either on the Platform or by writing to us at hello@thenekostore.com. If any information you provide is untrue, inaccurate or incomplete, we may suspend or terminate your Account.

You are responsible for keeping your Account credentials confidential and for all activity that takes place through your Account. Please notify us immediately at hello@thenekostore.com if you suspect any unauthorised use of your Account. We are not responsible for losses arising from your failure to keep your Account secure.

You may not hold more than one active Account, transfer your Account to anyone else, or create an Account by impersonating another person.

6. Acceptable Use

The Platform allows you to browse and purchase Products for your personal, non-commercial use. We grant you a limited, personal, non-transferable and non-exclusive right to use the Platform for this purpose, in accordance with these Terms and applicable law.

You agree to access the Platform only through the interfaces we provide, and not through any automated means, deep-link, bot, scraper or similar tool, except where we have expressly permitted this.

7. Prohibitions

When using the Platform, you agree that you will not:

• upload, share or transmit content that is unlawful, abusive, defamatory, obscene, or that infringes anyone else's rights;
• violate any applicable law, regulation or court order;
• infringe our or any third party's intellectual property, privacy or other legal rights;
• send spam or unauthorised commercial communications through the Platform;
• introduce viruses, malware or any code intended to disrupt or damage the Platform;
• scrape, crawl or harvest data from the Platform, or use the Platform to build a competing product or service;
• attempt to reverse engineer, decompile or gain unauthorised access to the Platform's software or systems;
• impersonate any person or entity, or misrepresent your affiliation with anyone; or
• assist or encourage anyone else to do any of the above.
• We may investigate and take appropriate action, including suspending or terminating your Account, if we reasonably believe you have violated this section.

8. Product Details, Pricing & Offers

Products listed on the Platform are an invitation for you to make an offer to purchase, and not an offer for sale by us. When you place an order, you are making an offer to buy, which we may accept or decline at our discretion, including to limit order quantities.

We try to keep product descriptions, images and specifications accurate and up to date. Actual colours and packaging may vary slightly from what is shown, including due to display settings on your device.

Prices are listed in Indian Rupees (INR) and are inclusive of applicable taxes unless stated otherwise. In the rare event a Product is listed at an incorrect price due to a typographical or technical error, we may cancel the order and refund any amount paid, and we are not obligated to honour the incorrect price.

Any offers, discounts or promotional codes are subject to their own specific terms, published alongside the offer, and we may modify or withdraw them at any time.

9. Fees, Payments, and Taxes

All orders on the Platform must currently be paid for in advance, through a prepaid payment mode. We do not offer cash on delivery at this time, though we may introduce it or other payment modes in the future.

Payments are processed through a third-party payment gateway. We do not store your full payment card or banking details, and your use of the payment gateway is also governed by that provider's own terms and privacy policy. You confirm that you are authorised to use the payment method you provide and that you have sufficient funds to complete your purchase.

We are not responsible for a payment failing to go through because of insufficient funds, incorrect payment details, an expired card, or circumstances beyond our control such as a network or gateway outage.

Applicable taxes, including GST, are included in the displayed price unless stated otherwise, and a tax invoice will be issued for every order.

10. Shipping & Delivery

We ship Products from our fulfilment centre through third-party logistics partners ("Logistics Partners"). An estimated delivery timeline is shown at checkout and on your order confirmation; this is an estimate and not a guaranteed delivery date.

We aim to deliver across India, but some pin codes may be temporarily unserviceable. Deliveries may also be delayed for reasons beyond our reasonable control, including logistics disruptions, weather, strikes or other force majeure events; we will try to keep you informed if this happens.

Once your order is handed over to a Logistics Partner, you will receive a tracking number so you can follow its status. Risk in, and title to, the Products passes to you on delivery.

Please make sure the delivery address and contact details you provide are accurate and complete. We are not responsible for delayed or failed delivery caused by incorrect or incomplete information provided by you.

11. Cancellation, Returns & Refunds

You may cancel an order before it has been dispatched, either through the Platform or by writing to hello@thenekostore.com. Once an order has been dispatched, we may not be able to cancel it, though you may still be able to return it as described below.

We currently accept customer returns only where a Product is delivered damaged, defective, unfit for use, or where you receive a Product different from what you ordered. Returns must be requested within 7 days of delivery, through the Platform or by writing to hello@thenekostore.com. Some Products may carry a broader or additional return window, which will be stated clearly on that Product's page.

Once you raise an eligible return, we will arrange for pickup of the Product from your delivery address at no cost to you.

Once the returned Product is received and inspected, we will process your refund. If you choose to receive your refund as store credit, we will issue it to your Account instantly on approval. If you choose a refund to your original payment method, we will process it within 7 business days of approval. We will let you know if a return is rejected on inspection and why.

Store credit issued under this section is valid for 2 months from the date of issue and can be used towards future purchases on the Platform.

12. Guarantees and Warranties

We are a retailer, not a manufacturer. Where a Product comes with a warranty or guarantee from its brand or manufacturer, that warranty is provided by the brand or manufacturer on its own terms, and we will reasonably assist you in routing a valid warranty claim to them.

Products listed on the Platform go through our internal curation process, which includes a review by our veterinary panel, before they are made available for sale. This review is a quality and suitability check for listing purposes. It is not a medical or veterinary recommendation for your specific cat, and you should consult a qualified veterinarian for advice about your cat's individual health and needs.

Other than as set out in this section or as required by applicable law, we do not provide any additional guarantee or warranty on the Products.

13. Ownership

We (or our licensors) own all rights, title and interest in the Platform, its look and feel, and all content available on it, including text, graphics, software and design ("Content"), as well as our trademarks, logos and brand elements ("Marks"). You may not copy, reproduce or reuse any Content, Marks, or the Platform's design or code, without our prior written consent.

If you share feedback, suggestions or comments about the Platform with us, you agree that we may use them freely, without any obligation to you.

14. Copyright and Intellectual Property

We respect intellectual property rights and expect users of the Platform to do the same. If you believe material on the Platform infringes your copyright, please write to us at hello@thenekostore.com with:

• your name, address and contact details;
• a description of the copyrighted work you believe is being infringed;
• a description and location of the material you believe is infringing;
• details establishing that you are the owner, or are authorised to act on behalf of the owner, of the work; and
• a signed statement that the information you have provided is accurate.

If we determine, in our discretion, that a user is a repeat infringer, we may suspend or terminate their Account and take any other action we consider appropriate.

15. External Links

The Platform may contain links to third-party websites or social media pages. A link does not mean we endorse or are affiliated with that website. We are not responsible for the content, accuracy, products or services on any third-party website, and your use of it is at your own risk. We recommend reading the terms and privacy policy of any third-party website before using it.

16. Privacy

Your privacy matters to us. Our Privacy Policy, available at https://thenekostore.com/policies/privacy-policy, explains what personal data we collect, how we use and store it, and who we share it with.

We handle personal data in accordance with the Digital Personal Data Protection Act, 2023, the Information Technology Act, 2000, and the rules made under them. We only share aggregate, non-identifying metrics with our brand partners for reporting purposes. We do not share your individual personal data or identifiers with brand partners for their own marketing or retargeting, unless you have given us separate, explicit consent to do so.

17. Disclaimers and Limitation of Liability

Your use of the Platform is at your own risk. To the extent permitted by law, the Platform and its Content are provided on an "as is" and "as available" basis, without warranties of any kind, whether express or implied.

We are not liable for any indirect, incidental, special or consequential damages, including loss of profit or data, arising out of your use of the Platform or a Product, to the extent permitted by law.

Our total liability to you under these Terms, for any single order, is limited to the amount you paid for that order.

This limitation does not apply to our payment obligations to you for a valid refund, or to liability that cannot be excluded or limited under applicable Indian law, including the Consumer Protection Act, 2019.

We are not responsible for delays or failures in performance caused by circumstances beyond our reasonable control, including those described in the Miscellaneous section below.

18. Violation of Terms and Conditions

If you violate these Terms, we may take any action we consider appropriate, including suspending or terminating your Account, and pursuing any legal remedy available to us. If we take legal action against you because of a violation of these Terms, we may seek to recover our reasonable legal costs from you, in addition to any other relief we may be entitled to.

19. Indemnification

You agree to indemnify and hold us, our officers, employees and partners harmless from any claim, loss, damage or expense (including reasonable legal fees) arising from your breach of these Terms, your misuse of the Platform, or your violation of any law or of another person's rights.

20. Suspension and Termination

You may close your Account at any time by writing to hello@thenekostore.com.

We may suspend or terminate your Account, or restrict your access to the Platform, if we reasonably believe you have violated these Terms or applicable law, or for any other reason, by giving you reasonable notice where practicable. If your Account is terminated for a violation of these Terms, your right to use the Platform ends immediately.

You remain responsible for any amount owed to us up to the date of termination. We may retain your transaction records after termination where required for tax, accounting or regulatory purposes.

21. Dispute Resolution

If you have a complaint or dispute, please write to us first at hello@thenekostore.com or reach out to our Grievance Redressal Officer under the Grievance Redressal section below, so we can try to resolve it directly and informally. Most concerns can be sorted out this way.

If a dispute cannot be resolved this way, it will be subject to the governing law and jurisdiction described below.

22. Governing Law & Jurisdiction

These Terms are governed by the laws of India. Subject to the Dispute Resolution section above, any dispute arising out of or relating to these Terms or your use of the Platform will be subject to the exclusive jurisdiction of the courts at Hyderabad, Telangana.

23. Grievance Redressal

If you have any complaint about the Platform, you may reach out to our Grievance Redressal Officer:

Name: Karan Bhayani

Email: hello@thenekostore.com

We will acknowledge your complaint within 48 hours and aim to resolve it within 30 days of receipt, in line with applicable Indian consumer protection and information technology regulations.

24. Miscellaneous

Force Majeure: We will not be liable for any delay or failure to perform our obligations caused by events beyond our reasonable control, including natural disasters, war, terrorism, civil unrest, strikes, epidemics or pandemics, or government action.

Severability: If any part of these Terms is found to be invalid or unenforceable, the rest of these Terms will continue to apply, and the invalid part will be modified to the minimum extent needed to make it enforceable, or removed if that is not possible.

Waiver: If we do not enforce a right or provision under these Terms on one occasion, that does not mean we waive our right to enforce it later.

Assignment: We may assign our rights and obligations under these Terms to another entity, including in connection with a merger, acquisition or sale of assets. You may not assign your rights under these Terms without our consent.

Entire Agreement: These Terms, together with our other Platform Policies, form the entire agreement between you and us regarding your use of the Platform, and replace any earlier agreement on the same subject.

Notices: Any notice to us should be sent to hello@thenekostore.com. We may send notices to you at the email address or phone number linked to your Account.

Interpretation: Headings in these Terms are for convenience only and do not affect how they are interpreted. The word "including" means "including, without limitation."