Privacy Policy

When you register or use PetMitra, we collect a few different kinds of information:

• What you give us directly — your name, email, password, billing and shipping addresses, and anything you upload or send us, like messages, photos, videos, reviews, or a message to customer support. Anything you share with us, you're sharing willingly, and we're not responsible for verifying its accuracy or authenticity.
• Your pet's prescriptions and health details — if you upload a vet prescription or book a teleconsultation, we collect what's on that document (medicines, diagnosis, your veterinarian's details) and your consultation notes, solely to verify the order and connect you with our vet team. We don't sell or use this for advertising.
• Device and usage details — things like your browser, operating system, app version, IP address, device identifiers (including MAC address and IMEI where applicable), network type, time zone, and how you interact with the Platform.
• Location — only if you turn on location sharing on your device. We use this to power location-based features and improve the Service; you can switch it off in your device settings anytime, though some features may stop working properly if you do. We also use your IP address more generally to troubleshoot server issues and understand broad demographics.
• Log data — our servers automatically record things like your IP address, the page that referred you, pages you visited, device and app IDs, and search terms, whenever you use the Platform. We also use pixels, tags, and web beacons for similar purposes.
• Payment information — handled entirely by our third-party payment gateway, not by us. Any payment data sent through the Platform is encrypted, but we don't store your card or bank details ourselves. Review the payment provider's own privacy policy before sharing sensitive payment information with them; we're not liable for their handling of it.

We use the information above to:

• Set up, verify, and manage your account;
• Deliver and improve the Services, and remember your preferences so you don't have to re-enter them;
• Personalize what you see and recommend things relevant to you;
• Reach out by email, phone, or other channels about your orders or our services;
• Respond to your questions, reviews, and support requests;
• Notify you of important changes to our policies or the Platform;
• Spot and prevent fraud, errors, or misuse of the Platform;
• Run internal analysis, audits, and research to improve what we offer;
• Market and promote our products and services;
• Share data with service providers and group companies where needed to run the Platform; and
• Comply with legal or regulatory requirements, including sharing data with authorities where required by law.

We may also use your data for purposes closely related to the above, or for anything else you separately consent to. We'll send you promotional emails, but you can opt out of those anytime — you can't opt out of essential account, order, or service-related messages. We won't share your personal information with other users of the Platform without your explicit consent.

The Platform may link out to other websites or apps we don't run. Once you leave PetMitra, that site's own privacy policy applies — we have no control over, and no responsibility for, how they handle your data.

If you enable Bluetooth permissions on your device, we may use that connection to collect device identifiers and location data, to improve certain features. You're in control of this through your device's Bluetooth settings at any time.

Cookies are small files saved to your device when you visit the Platform. We use a mix of functional, performance, advertising, and social/content cookies to remember things like your login and preferences, so you don't have to re-enter them on every visit.

Session cookies disappear once you close your browser; persistent cookies stick around until they expire or you delete them — most of ours last anywhere from 30 minutes to two years.

You can manage or block cookies through your browser settings (usually under "Preferences" or "Tools"). Keep in mind that blocking cookies may affect how well parts of the Platform work, and won't necessarily stop all data sharing with advertising partners.

We may disclose your information, including personal information, without asking you first, where necessary to:

• Comply with a law, regulation, court order, or lawful request;
• Protect the Company's or other users' legal rights, including enforcing our Terms;
• Respond to an emergency involving someone's safety;
• Protect the Company from legal liability; or
• Support legal, accounting, or audit work being done on our behalf.

We also share data with vendors and partners who help us run the Platform — things like payment processing, delivery, analytics, and marketing — all bound by contracts requiring them to keep it confidential and use it only for the purpose we share it for. We may share aggregated, de-identified data with third parties at our discretion.

If PetMitra is ever acquired, merged, or sells a substantial part of its business, your information may transfer to the new owner as part of that deal — any such party would be contractually bound to the same confidentiality obligations.

Some of our service providers — including our analytics, advertising, and cloud hosting partners — process data outside India. Where this happens, we only work with providers bound by data protection obligations at least as strict as this Policy, consistent with the DPDP Act's conditions on cross-border data transfer.

We apply security measures that meet or exceed what Indian law requires, to protect your data from unauthorized access. That said, no system connected to the internet is completely risk-free, and we can't guarantee against every possible breach caused by factors outside our control.

You have a role to play too — never share your password or account details with anyone. By using the Platform, you accept the inherent security trade-offs of sharing data online, and agree not to hold us responsible for a breach unless it results from our own gross or willful negligence.

If you have access to other users' data through the Platform (for example, in a support or community context), you agree to keep it confidential and use it only in ways consistent with this Policy.

PetMitra is built for adults and isn't intended for anyone under 18. If someone under 18 accesses the Platform, we treat that as happening with their guardian's consent. We don't knowingly collect personal data from children without parental or guardian consent — if we discover we've done so, we'll delete it promptly. If you're a parent or guardian and believe we've collected your child's information, contact us at support@petmitra.com.

As a Data Principal under the DPDP Act, and subject to applicable law, you have the right to:

• Access a summary of the personal data we hold about you and how we've processed it;
• Correct inaccurate or incomplete data, and update your records;
• Erase your personal data once it's no longer needed for the purpose it was collected, or once you withdraw consent (subject to our legal retention obligations);
• Withdraw consent at any time — this won't undo processing that already happened before you withdrew it, and may limit what you can do on the Platform;
• Nominate another individual to exercise these rights on your behalf in the event of your death or incapacity; and
• Register a grievance with us (see the Grievances section below) before approaching the Data Protection Board of India.

If you have an account, you can review and update your profile details directly through your account settings.

To exercise any of these rights, write to support@petmitra.com. We'll respond as quickly as applicable regulation requires, and we keep your personal data only for as long as we need it to provide the Services, resolve disputes, or as the law requires — after which we delete or anonymize it.

If you have a concern about how we've handled your data, tell us within 24 hours of the issue, using the details below:

We'll acknowledge your complaint within 24 hours and aim to resolve it within 15 days of receiving it.

We may update this Policy at any time, without individually notifying you — changes take effect as soon as they're posted. Check the "Last Updated" date above to see if anything's changed. Continuing to use the Platform after an update means you accept the revised Policy.

By registering on PetMitra, you agree that we can reach you by email, phone, SMS, or WhatsApp about our services, product updates, and promotions — including offers from partners we work with — even if you're registered on the National Do Not Disturb (DND), DNC, or NCPR list, for these specific purposes.