1. About these terms
These terms apply when you use billuandbella.com or begin an appointment, service or product enquiry through the website. “Billu & Bella,” “we,” and “us” refer to the Billu & Bella veterinary clinic, grooming service and pet shop operating at Plot No. 30, near HDFC Bank, Sector 23, Dwarka, New Delhi, Delhi 110075.
Using this website means you agree to follow these terms. Service-specific discussions, estimates, clinical consent, prescriptions, invoices or agreed order terms may also apply.
2. Information—not diagnosis or emergency response
Website content is general information and does not replace an examination, diagnosis, prescription or individual treatment plan. No treatment outcome is guaranteed.
Do not use a website form for an emergency. Call +91 93193 12319 before travelling. The emergency line is answered 24/7, but a veterinarian may sometimes be on call, emergency charges apply, availability and capability must be confirmed, and referral may be necessary.
3. Appointment requests
The website lets you request a preferred routine date and time between 10:00 AM and 8:30 PM. Sending a request does not create or confirm an appointment. A visit is confirmed only after Billu & Bella staff responds with the date, time and any preparation or arrival instructions.
Same-day requests and walk-ins are subject to availability. Clinician assignment, service suitability, examination, tests, treatment, admission and procedures remain subject to professional judgment, staff and facility availability, the animal’s condition and any required consent.
4. Assisted product enquiries and order acceptance
The website does not operate a live-stock cart or automatic checkout. A product enquiry is not an accepted order. Staff must confirm the exact product and variant, current pack, price, stock, payment method and pickup or delivery arrangements before an order is accepted.
Product packaging, formulations, sizes, prices and availability may change. Read the current label before use. Food, supplement or product information is not a substitute for veterinary advice when a pet has an illness, sensitivity or prescribed diet.
Prescription medicines are not sold through the website or WhatsApp ordering flow. Medicine enquiries may require veterinary consultation, a valid prescription and appropriate in-store controls.
5. Payment, pickup and local delivery
Cash, UPI, card, online payment or cash on delivery may be available depending on the service and fulfilment method. Staff will confirm the applicable option. Never send payment-card details through a website form or WhatsApp.
Wait for pickup readiness before travelling. Local delivery is available in Dwarka from 10:00 AM to 7:00 PM, subject to delivery-person availability. Orders of ₹3,000 or more may qualify for free delivery within 5 km after staff confirms distance, order value and timing. For smaller or more distant eligible orders, the delivery charge is quoted before acceptance.
6. Returns and exchanges
Contact the shop within five calendar days of purchase and retain proof of purchase. For an ordinary return or accessory size exchange, the item must be unused, unopened and in its original packaging. Exchanges depend on replacement stock, and any price difference will be confirmed.
Food, treats, supplements, hygiene products and medicines are not returnable for a change of mind. Contact the shop promptly if an item is damaged, expired or supplied incorrectly. Staff will review the product, purchase evidence and circumstances before confirming the appropriate replacement, refund or other resolution.
Refund method and timing depend on the original payment method and the circumstances. These conditions do not limit rights and remedies available under applicable consumer law.
7. Prices, estimates and clinical charges
Unless expressly confirmed for a particular transaction, website references are not binding quotations. Veterinary charges can depend on examination findings, tests, medicines, procedures, admission, timing and changes in the animal’s condition. The team should explain the proposed plan and expected charges before proceeding where circumstances allow.
Emergency charges apply outside the routine pathway. A fixed emergency fee is not published on this website and should be confirmed directly with staff.
8. Your responsibilities
- Provide accurate contact, pet, appointment and order information.
- Tell the clinical team about relevant symptoms, medicines, allergies, history and behavioural or handling risks.
- Follow confirmed arrival, preparation, prescription, discharge and product-use instructions.
- Do not misuse the website, attempt unauthorised access, send malicious material or submit another person’s information without authority.
- Use the website as an adult or with the involvement of a parent or lawful guardian.
9. Third-party services and links
The website links to services such as WhatsApp and Google Maps. Billu & Bella does not control their availability, data handling or content. Their terms and privacy practices apply when you use them. A link is provided for convenience and does not guarantee the third party’s service.
10. Website content and availability
Billu & Bella may correct, update, suspend or remove website content when information, services or availability changes. Reasonable care is taken to keep material accurate, but temporary errors or interruptions may occur. Please confirm time-sensitive medical, stock, price and availability information directly with staff.
Website text, design, branding and owned or authorised media may not be copied or commercially reused without permission, except where applicable law allows.
11. Responsibility and consumer rights
Billu & Bella remains responsible to the extent required by applicable law. Nothing in these terms excludes liability or a consumer right that cannot lawfully be excluded. To the extent permitted by law, the website is not responsible for loss caused solely by inaccurate information supplied by a user, failure to follow urgent-care directions, or a third-party service outside Billu & Bella’s control.
12. Governing law, questions and changes
These terms are governed by the laws of India, subject to mandatory consumer protections and the jurisdiction rules that apply to a dispute.
For questions or complaints, email care@billuandbella.com, call +91 93193 12319, or visit the clinic. Updated terms will be posted here with a revised date.