Privacy Policy

01Notice of Collection and Purpose Limitation

This policy serves as our statutory Notice to you (the “Data Principal” or “User”) regarding how we, acting as a Data Fiduciary, collect, process, use, store, and safeguard your digital personal data. We process your data exclusively for the specified, lawful purposes outlined in this Notice.

02Information We Collect

We may collect personal information from you that personally identifies you when you use our Website or otherwise engage in communication with us. We do not collect, process, or store Sensitive Personal Data or Information (SPDI) such as medical records or biometric data.

We may collect the following types of data or information:

• Name, email address, phone number, and delivery address for processing pet food orders.
• Your pet’s details such as pet name, breed, age, weight, and any known dietary preferences or allergies, to help us recommend appropriate meals.
• Payment details are processed directly by our legally compliant third-party payment gateways. We only retain the transaction ID and relevant order details.
• If you connect your account via social networking sites, we may collect your username, profile picture, and public data as permitted by the respective social network.
• We automatically collect log data when you access the site — including your IP address, ISP, referring/exit pages, clickstream data, date/time stamps, operating system, browser type, and unique device identifiers.
• We collect approximate geo-location data (via IP address) to offer localized experiences. With your explicit device permission, we may collect precise GPS location data to provide hyper-local services such as real-time delivery tracking. You may deny this access via your device settings at any time.
• Any other information you voluntarily provide through forms, communications, contests, or responses to market research surveys.

03How We Collect It

We may collect personal information from you in a variety of ways, including:

• When you register on our platform, place an order, fill out a contact form, or enter into any contractual relationship with us.
• Technical and usage data collected via cookies and similar tracking technologies when you interact with the Website.
• From publicly available sources, our service providers, or social media platforms, to the extent permitted by applicable laws.

04Cookies and Tracking Technologies

Our Website may use cookies to enhance user experience. You can set your browser to refuse cookies or alert you when cookies are being sent. We utilise Cookies, Web Beacons, Tags, Click Tracking Codes (CI), Source Tracking Codes (ISC), and Item Tracking Codes (ITC) to optimise your online experience.

We use Strictly Necessary Cookies required for the operation of our Website, maintaining security features, and detecting malicious activities.

We also use Analytics and Marketing Cookies to tailor content and improve our services. Analytical platforms may plant a permanent cookie on your browser to identify you as a unique user during future visits and collect information about your interactions with the site.

05How We Use Your Information & Consent

We process your personal data strictly on the basis of your free, specific, informed, and unambiguous consent, or where we have a legitimate interest, or if it is required for contractual or legal reasons. We use the collected information for:

• Receiving, processing, and fulfilling pet food orders placed through the Website.
• Personalising meal recommendations based on your pet’s profile (breed, age, dietary preferences).
• Responding to inquiries and providing customer support.
• Improving our Website, operations, and product offerings.
• Sending order confirmations, delivery updates, and relevant communications.
• Complying with legal obligations and enforcing our Terms of Use.

By providing your contact details, you consent to their use for direct marketing purposes. We may send you personalised news, newsletters, special offers, and general information about our pet food products and services.

You retain the right to withdraw your consent or opt out of specific communications (push notifications, SMS, or marketing emails) at any time. Withdrawal will not affect any processing already carried out.

06Sharing Your Information

We do not sell or rent your personal information. We ensure accuracy and implement robust technical, operational, and organisational security measures. Your information may be disclosed to:

• Third parties who assist in operating our business, including logistics and delivery partners, payment processors, packaging vendors, marketing agencies, market researchers, and IT vendors.
• Network administrators, debt collectors, insurers, regulatory bodies, and professional legal or financial advisors.
• Legal authorities when required by law, to respond to legal processes, investigate fraud, or to protect the rights, property, and safety of the Company and others.

07Protection of Children’s Data

Our platform is not directed towards minors. We do not knowingly process personal data of children (individuals under 18). We strictly prohibit tracking, behavioural monitoring, or targeted advertising directed at children.

08Data Security

We implement reasonable security practices and procedures to protect your personal information against unauthorised access, alteration, disclosure, or destruction — including maintaining secure server logs for 180 days. However, we cannot guarantee that your use of our Website will be completely free from risk. We encourage you to exercise caution when transmitting personal data over the internet.

09Data Retention, Account Termination, and Erasure

We will hold your personal information on our systems for as long as it is necessary for the purposes described in this Privacy Policy, until you withdraw your consent, or for any retention period required by Applicable Law.

Upon your request, we will deactivate or delete your account from our active databases.

Some information may be securely retained even after account deletion to prevent fraud, troubleshoot problems, assist with investigations, enforce our Terms of Use, or comply with prevailing legal or tax requirements.

10Your Rights and Duties

Under Applicable Laws, you possess the right to:

• Obtain a summary of your personal data being processed and access the personal information we hold about you.
• Request the correction of inaccurate data or the erasure or deletion of your information.
• Nominate an individual to exercise your rights in the event of death or incapacity.
• Access a mechanism to register complaints internally or lodge a complaint with the national Data Protection Board.

11Changes to This Policy

We may update this Privacy Policy periodically. Changes will be posted on this page with an updated effective date. We encourage you to review this page regularly to stay informed about how we protect your information.

12Grievance Redressal Mechanism & Contact Us

In absolute compliance with the relevant laws, we have appointed a Grievance Officer. Every complaint will be issued a unique ticket number. We will acknowledge your grievance within forty-eight (48) hours of receipt and resolve the dispute within one (1) month (30 days).

For questions or concerns about this Privacy Policy, or to exercise your rights, please contact our Grievance Officer: