1. Scope & roles
This Privacy Policy describes how Furs N Feathers (“we”, “us”) processes the personal data of users of our platform. Under the Digital Personal Data Protection Act, 2023 (“DPDP Act”), you are a Data Principal and we act as a Data Fiduciary in respect of the data we determine the purpose and means of processing. When you transact with an independent Provider, that Provider may also process your data as a separate fiduciary for their own purposes.
2. Data we collect
Information you give us
- Account details: name, email, phone number and password (via our authentication provider).
- Pet profiles: species, breed, age, weight, medical notes, vaccinations and reminders you add.
- Addresses for delivery and for finding nearby Providers.
- Order, booking and prescription information, including documents you upload.
- Reviews, community posts, comments and support messages.
Information collected automatically
- Device and usage data such as IP address, browser type, pages viewed and approximate location.
- Cookies and similar technologies (see the Cookies section).
Information from others
- Payment confirmation status from our payment gateway (we do not store full card numbers).
- Fulfilment and appointment updates from Providers.
3. How we use data
- To create and manage your account and pet profiles.
- To process orders, bookings, consultations and pharmacy fulfilment.
- To connect you with relevant Providers near you and personalise your experience.
- To send service communications such as confirmations, reminders and updates.
- To provide customer support and handle grievances.
- To detect, prevent and address fraud, abuse and security incidents.
- To comply with legal obligations and improve the Platform.
4. Legal basis & consent
We process your personal data on the basis of your consent and, where applicable, for certain legitimate uses permitted under the DPDP Act (for example, to provide a service you have requested). Before or at the time of collecting data on the basis of consent, we provide notice of the data sought and the purpose. You may withdraw your consent at any time; withdrawal does not affect processing already carried out and may limit our ability to provide certain features.
5. Sharing & disclosure
We share personal data only as needed and never sell it. Recipients may include:
- Providers, to fulfil the orders, bookings or consultations you request.
- Service partners (Data Processors) such as hosting, payments, messaging, analytics and logistics, who act on our instructions.
- Authorities or third parties where required by law, to enforce our terms, or to protect rights, safety and property.
- Acquirers in the event of a merger, acquisition or reorganisation, subject to this policy.
6. Third-party providers
We use trusted infrastructure and tools to run the Platform — including cloud hosting, an authentication provider, a payment gateway, mapping services and, where enabled, analytics and error-monitoring tools. These partners process data under contractual safeguards. Optional integrations are activated only when configured; if a given tool is not enabled, the Platform still functions without it.
7. Retention
We keep personal data only as long as necessary for the purposes described here or as required by law (for example, tax, accounting and pharmacy record-keeping obligations). When data is no longer needed and there is no legal requirement to retain it, we delete or anonymise it.
8. Security
We implement reasonable technical and organisational measures — such as encryption in transit, access controls and secure infrastructure — to protect personal data against unauthorised access, disclosure or loss. No system is completely secure; in the event of a personal data breach, we will act in accordance with applicable law, including notifying the Data Protection Board and affected users where required.
9. Your rights as a Data Principal
Subject to the DPDP Act, you have the right to:
- Access a summary of the personal data we process about you and our processing activities.
- Correct, complete, update or erase your personal data.
- Nominate another individual to exercise your rights in case of death or incapacity.
- Grievance redressal (see below) before approaching the Data Protection Board of India.
- Withdraw consent at any time.
The quickest way to exercise the access and erasure rights is from your Privacy & data controls page, where you can download a copy of your data or delete your account at any time. You may also email [email protected]. We may need to verify your identity before acting on a request, and we will respond within the timelines required by law.
10. Children
The Platform is intended for adults. We do not knowingly process the personal data of children (individuals under 18) without verifiable consent of a parent or lawful guardian as required by the DPDP Act, and we do not undertake tracking, behavioural monitoring or targeted advertising directed at children.
11. Cookies & analytics
We use cookies and similar technologies to keep you signed in, remember preferences, and understand how the Platform is used. Where analytics or advertising measurement tools are enabled, they run only with your consent via our cookie banner. You can manage cookies through your browser settings; disabling some cookies may affect functionality. For a full breakdown of the categories we use, see our Cookie Policy.
12. Grievance officer
In line with the DPDP Act and the Information Technology Act, 2000, you may contact our Grievance Officer for any concern about your personal data:
- Email: [email protected]
- Postal address: The Grievance Officer, Furs N Feathers, Bengaluru, Karnataka, India.
We aim to acknowledge grievances promptly and resolve them within the timelines required by law.
13. Changes
We may update this policy from time to time. Changes take effect when posted on this page with an updated “Last updated” date. We encourage you to review it periodically.