Policies & Guidelines

These Terms of Service ("Terms") apply to your use of Pran Neer ("Pran Neer", "we", "us"), a pet community platform for Bangladesh, including the website and everything on it: adoption, Buy & Sell pets, the marketplace, vets and online vets, pet pharmacy, foster care, rescue alerts, lost & found, fundraising, the community feed, messages and notifications (together, the "Service").

By creating an account or using the Service you agree to these Terms, our Privacy Policy, our Community Guidelines and our Child Safety Standards. If you do not agree, please do not use the Service.

Some pages (for example adoption listings, the marketplace, vet directory and animal law page) can be viewed without an account. These Terms apply to visitors too.

• You must be at least 15 years old. We ask for your date of birth when you sign up (by email or with Google) and we do not create the account if you are below the minimum age.
• If you are under the age of legal majority, use Pran Neer with the knowledge and permission of a parent or legal guardian.
• Handing over or receiving an animal in person (adoption, sale, foster, rescue, return of a lost pet) requires you to be 18 or older, or to have a parent or legal guardian directly involved.
• Give accurate information (name, username, phone, location, date of birth) and keep it up to date.
• Keep your password safe. You are responsible for what happens under your account. Tell us at once if you suspect someone else is using it.
• Do not impersonate another person, shop, clinic or organisation, create accounts to dodge a suspension, or sell or transfer your account.

Accounts can have a role (for example user, moderator or admin) and can carry badges (for example Verified Vet). Staff roles are given only by Pran Neer.

Pran Neer provides tools for people to find each other and share information. We are not a veterinary clinic, an adoption agency, an animal rescue authority, a bank or escrow service, an insurer, a charity, or a legal adviser. We are not a party to deals, adoptions, bookings, orders or donations made between users.

• Content is created by users and may be wrong or out of date. We do not check every listing, photo, claim, medical record, licence or outcome.
• A verified badge means that documents were reviewed by our team at that time. It is not a guarantee of quality, skill, honesty or results.
• Features may change, move behind a fee, or be paused for safety, legal or technical reasons.

Pets can be listed in two ways: Free Adoption (no price) and Buy & Sell (with a price). Both are between the person who lists the pet and the person who wants it.

• You may list a pet only if you own it or have the right to rehome it. Stolen, abandoned-by-others or unlawfully obtained animals are strictly prohibited.
• Listings must be honest: age, health, vaccination, neuter status, temperament, reason for rehoming, photos and location. Hiding a serious known problem is a violation.
• Adoption requests (with the applicant's answers and phone number) are sent to the person who listed the pet, who decides whether to proceed. An owner may close a listing to a chosen user; the pet and user are then recorded on the listing.
• Protected wildlife and animals that cannot be kept or traded under the laws of Bangladesh must not be listed. See our animal law page.
• Sale listing fee. When online payments are switched on, publishing a Buy & Sell listing may require a listing fee that depends on the price range. Verified Pet Sellers list free. The fee is shown before you pay. Free Adoption posts are free.
• Pran Neer does not inspect pets, hold the money for a sale, or guarantee the health, behaviour or condition of any animal. After taking a pet home, get a vet check-up. Neither Pran Neer nor the previous owner can be held responsible for hidden or congenital conditions that were not known to the previous owner.
• Do not send an advance, deposit or 'delivery charge' to someone you have not verified. Meet in a safe place and bring a trusted adult.

• Products are sold by shops and sellers, not by Pran Neer. Sellers are responsible for the accuracy of their listings, stock, price, delivery and returns, and for following the law.
• Orders can be paid by Cash on Delivery or, when switched on, online through PayStation. Some shops may ask for an advance payment; the amount and method are shown at checkout.
• A buyer can cancel only while an order is still pending. After that, contact the shop.
• Reviews must be honest and based on a real purchase. Fake or paid reviews are prohibited.
• Commission. On orders paid online, Pran Neer may charge the seller a commission, calculated on the product subtotal (delivery charge excluded) using the percentage in force when the order is paid. Cash on Delivery orders carry no commission.
• Prohibited items include protected wildlife, stolen or counterfeit goods, unlicensed or unsafe medicines and anything illegal in Bangladesh.
• Disputes between buyer and seller are resolved between them. We may help, remove listings and restrict accounts, but we do not guarantee a refund.

• Vet, clinic, chamber and pharmacy profiles are created by users. Verified profiles have had documents (such as a BMVC registration or trade licence) reviewed, but we are not responsible for the care they give or the medicines they sell.
• Appointments are requests to a clinic or vet. They are not confirmed until the clinic or vet accepts.
• Online vet requests. You send a request describing your pet and the problem. The conversation opens only if the vet accepts, and it closes after the time shown in the app. A request the vet does not answer within 24 hours expires and is deleted.
• Vets and pharmacists are responsible for keeping their licences valid. We may send reminders and lock verified features when a licence or subscription lapses (see Verification below).
• Do not give your pet human medicine or prescription medicine based only on information in the community feed or in chat.

• Rescue alerts and lost & found reports must be true and must include only what is needed to help the animal. Mark them resolved when the animal is safe, found or no longer missing.
• A person who offers to help with a rescue can send a claim; the person who posted the alert decides and the outcome is recorded. Pran Neer does not dispatch rescuers and does not promise that any animal will be rescued.
• Foster care. Foster hosts set their own daily fee, capacity and accepted animals. A booking is an agreement between the pet owner and the host. Pran Neer is not a party to it and does not insure the animal. Agree the fee, dates, care and emergency plan in writing before handover.
• A foster or rescuer badge shows that documents were reviewed. It does not prove that a home or person is safe for every animal.

• Campaigns need a truthful title, goal, purpose and supporting documents (for example treatment bills). Our team may approve, reject, pause or close a campaign.
• A donation counts toward a campaign only after it is reviewed. A donor whose donation was not accepted can appeal with proof.
• Campaign owners must post honest updates and use the money only for the stated purpose. Misuse or fake campaigns can lead to account termination, a report to the authorities and legal action.
• Donors give at their own risk. Donations are generally non-refundable. Pran Neer is not a registered charity and does not issue tax receipts unless it clearly says so.
• A campaign closes when its end date passes or its goal is reached.

Verified roles include Vet, Clinic Owner, Rescuer, Foster Owner, Seller, Pet Seller and Pet Pharmacist. You apply from your profile (Get Verified), upload the requested information and our team reviews it.

• Everything you submit must be true and belong to you. Forged or borrowed documents lead to permanent removal and may be reported to the authorities.
• Documents are kept in private storage that only authorised staff can open. We delete the document files after review. See the Privacy Policy.
• Subscriptions. When verification fees are switched on, verified roles (except Verified Rescuer, which is free) are a monthly or yearly subscription. You pick a plan when you apply and the paid period starts when the application is approved. PayStation cannot charge automatically, so you renew by hand from your profile.
• After a period ends there is a 7-day grace week. If it is not renewed by then, the badge and verified features pause until you pay. Your account still works as a normal account.
• Vets, clinics and sellers who hold a licence must renew it. We send reminders before expiry and verified features pause if updated licence details are not entered within 30 days after expiry.
• Prices are set by Pran Neer, can change, and are always shown before you pay. A price change does not affect a period you have already paid for.

• Online payments are made through PayStation. We never see or store your card, bank or mobile wallet PIN. We keep a record of the invoice, amount, status, method and gateway reference.
• Amounts are calculated on our server from our price settings or the order in the database, not from your browser.
• Each kind of online payment (verification fees, Buy & Sell listing fee, marketplace online payment) can be switched on or off by Pran Neer at any time. When it is off, nothing is charged for it.
• If a payment is taken but not confirmed, we re-check it with PayStation. Contact us with your invoice number if something looks wrong.
• Refunds. Fees for verification, listings and subscriptions are non-refundable once the review has started or the listing is published, except where the law requires a refund, you were charged twice, or the payment succeeded but we could not deliver the service. Marketplace refunds are the shop's responsibility.
• You are responsible for any taxes that apply to your own sales or income.

You own what you post (photos, pet profiles, posts, comments, listings, reviews). You give Pran Neer a non-exclusive, worldwide, royalty-free licence to host, store, resize, display and distribute that content as needed to run, secure and promote the Service. The licence ends when you delete the content, except for copies in backups, other users' messages or content others have already shared.

You promise that you have the right to post it and that it does not break the law, anyone's privacy, copyright or these Terms. We may remove or restrict content to enforce our rules or comply with the law, but we do not pre-screen everything.

Follow the Community Guidelines. In short, do not harass or threaten people, scam or spam, post cruelty or obscene content, trade illegal animals or goods, share other people's private details, scrape the Service, upload malware or try to bypass security or access controls.

• Messages are not end-to-end encrypted. They are stored to run the Service, and administrators can access them when needed for safety, abuse reports, fraud checks or legal reasons.
• Sent messages cannot be unsent. Do not share passwords, OTP codes, bank details or other sensitive information in chat.
• Videos and PDFs sent in chat are deleted from our storage after 7 days. People who already opened them may still have a copy on their device.
• We do not guarantee who someone is or what they intend. Take care when you meet or pay anyone.

You can report posts, listings, users, campaigns, lost & found reports and more with the report button. Moderators and admins review reports and may act on their own too. Staff actions are logged.

• Depending on severity and history we may remove content, close a listing, send a warning, limit features, suspend an account for a set time, or permanently ban it. Serious violations (animal cruelty, scams, fake verification, child safety) may be actioned immediately and reported to the authorities.
• A suspended or banned user sees a restricted page and can still read these Terms. A ban can be contested through the process shown there or via Contact Us. Child-safety bans are permanent and cannot be appealed.
• Verified professionals who harass users or misuse their role lose their badge and access immediately.

Pran Neer's name, logo, design and software belong to us. We give you a limited, personal, revocable right to use the Service as intended. If you believe content on Pran Neer infringes your copyright, tell us through Contact Us with the link, what was copied and proof that you own it.

We rely on providers such as Supabase (database, sign-in and file storage), Vercel (hosting and scheduled jobs), PayStation (payments) and Google (optional sign-in). Links may lead to other websites. Their terms and privacy practices apply to their services and we are not responsible for them.

• You can delete your account any time from Settings. For safety you must confirm with your password. If you signed up with Google, set a password first. Deletion permanently removes your profile and the data linked to it (see the Privacy Policy).
• We may suspend or end access for a breach of these Terms, a safety or legal risk, fraud, or long inactivity.
• Parts that are meant to continue (for example disclaimers, limits of liability, payment records and enforcement records) still apply after your account ends.

The Service is provided "as is" and "as available". To the extent allowed by law, we do not promise that it will always be available or error-free, that listings are accurate, that any adoption, sale, rescue, treatment, booking or donation will succeed, or that every harmful item will be caught. Nothing here removes rights you cannot lawfully give up.

To the extent allowed by law, Pran Neer and the people who run it are not liable for indirect or consequential loss, loss of profit or data, or harm that comes from what other users do or post, including scams, the condition or behaviour of an animal, a vet's or seller's service, or a donation that is misused. Where liability cannot be excluded, it is limited to the amount you paid to Pran Neer in the previous 12 months.

Because of this, always verify people and listings yourself and use the report button on anything suspicious. If someone scams you through the platform, send us the evidence. We can act against the account and help the authorities, but we cannot pay back what a user took.

To the extent allowed by law, you agree to cover reasonable losses and costs that Pran Neer suffers because of your unlawful use of the Service, your content or your serious breach of these Terms.

These Terms are governed by the laws of Bangladesh. Before starting a formal claim, please contact us and give us at least 30 days to respond and try to solve it (unless urgent relief is needed). Disputes that cannot be settled go to the competent courts of Bangladesh, except where consumer law gives you a right to go elsewhere.

We may update these Terms when the Service, the law or safety needs change. The new version is posted here with a new effective date, and we will give extra notice in the app for material changes. If you do not agree, stop using the Service and delete your account.

Questions, copyright complaints, payment problems or legal notices: Use the Contact Us page and choose a clear subject.