Last Updated: June 20, 2026
Effective Date: Immediate upon publication
Platform Covered: www.pettales.in and all associated mobile applications, APIs, and digital interfaces
Policy Version: 2.0
Registered Entity: PetTales, U-200, Second Floor, Opposite Metro Pillar No. 32 (Above Bank of Baroda), Shakarpur, Laxmi Nagar, New Delhi – 110092, India
IMPORTANT LEGAL NOTICE: This Privacy Policy (“Policy”) constitutes a legally binding document between you (“User,” “Data Principal,” “You,” or “Your”) and PetTales (“Data Fiduciary,” “We,” “Us,” or “Our”) and governs the collection, receipt, possession, storage, dealing, handling, sharing, use, and disclosure of your Personal Data, Sensitive Personal Data, and Pet-Related Information in connection with your access to and use of the PetTales Platform. This Policy is to be read in conjunction with, and forms an integral part of, the PetTales Terms of Service. Defined terms not otherwise defined herein shall have the meanings assigned to them in the Terms of Service.
By accessing, registering, or using the Platform in any manner, you acknowledge that you have read, understood, and irrevocably consent to the collection and processing of your information as described in this Policy. **If you do not agree to this Policy, you must immediately cease use of the Platform.
PART I — IDENTITY, LEGAL FRAMEWORK & FOUNDATIONAL PRINCIPLES
1. WHO WE ARE & OUR REGULATORY STATUS
1.1PetTales is a technology-driven platform that assists pet owners, guardians, and pet service enthusiasts (“Pet Parents”) in discovering, connecting with, and engaging trusted third-party pet service providers, including veterinarians, groomers, trainers, boarding facilities, pet sitters, pet walkers, adoption centres, pet product retailers, and other pet-related businesses (collectively, “Third-Party Service Providers”).
1.2 Data Fiduciary Status: For the purposes of the **Digital Personal Data Protection Act, 2023** (“DPDPA”), PetTales operates as a **”Data Fiduciary”** — an entity that, alone or in conjunction with other persons, determines the purpose and means of processing of Personal Data. PetTales assumes all corresponding obligations of a Data Fiduciary under the DPDPA, including the obligation to maintain accuracy of data, implement appropriate security safeguards, and honour the rights of Data Principals (Users).
1.3 Intermediary Status: For the purposes of the **Information Technology Act, 2000** (“IT Act”) and the **Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021** (“Intermediary Rules”), PetTales operates as an **”Intermediary”** as defined under Section 2(1)(w) of the IT Act, and accordingly enjoys and is subject to the rights and obligations of an intermediary under applicable law.
1.4 Regulatory Framework: This Policy is governed by, and PetTales operates in compliance with, the following primary legislative framework:
(a) The Digital Personal Data Protection Act, 2023 (“DPDPA”) and Rules framed thereunder;
(b) The Information Technology Act, 2000 (“IT Act”), including the IT (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011 (“SPDI Rules”);
(c) The Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 (“Intermediary Rules”);
(d) The Bharatiya Nyaya Sanhita, 2023 (“BNS”), in respect of offences relating to data misuse, fraud, and privacy violations;
(e) The Consumer Protection Act, 2019 (“CPA”) and the Consumer Protection (E-Commerce) Rules, 2020;
(f) The Indian Contract Act, 1872, governing the consensual basis of data processing;
(g) The Prevention of Cruelty to Animals Act, 1960 (“PCA Act”), to the extent it governs pet-related data shared on the Platform;
(h) The Bharatiya Nagarik Suraksha Sanhita, 2023 (“BNSS”), governing law enforcement cooperation and disclosure obligations;
(i) Such other sectoral regulations, guidelines, and directives as may be issued by the Data Protection Board of India (“DPBI”), the Ministry of Electronics and Information Technology (“MeitY”), the Reserve Bank of India (“RBI”), and the Animal Welfare Board of India (“AWBI”), from time to time.
1.5 Foundational Privacy Principles: PetTales processes Personal Data in accordance with the following foundational principles embedded in the DPDPA and internationally recognized data protection standards:
(a) Lawfulness, Fairness & Transparency: Data is collected and processed on a lawful basis, in a fair manner, and in full transparency with the Data Principal;
(b) Purpose Limitation: Data is collected only for specified, explicit, and legitimate purposes and is not further processed in a manner incompatible with those purposes;
(c) Data Minimisation: Only such data as is adequate, relevant, and necessary for the stated purpose is collected;
(d) Accuracy: Reasonable steps are taken to ensure that Personal Data is accurate and, where necessary, kept up to date;
(e) Storage Limitation: Data is retained only for as long as necessary to fulfil the purpose for which it was collected or as required by law;
(f) Integrity & Confidentiality: Data is processed with appropriate security measures to protect against unauthorized or unlawful processing, accidental loss, destruction, or damage;
(g) Accountability: PetTales, as Data Fiduciary, is responsible for and capable of demonstrating compliance with all applicable data protection principles.
PART II — INFORMATION WE COLLECT
2. CATEGORIES OF PERSONAL DATA COLLECTED
2.1 Personal Data Provided Directly by Users: When you access, register, or use the Platform, we may collect the following categories of Personal Data, which you voluntarily provide:
(a) Identity Data: Full legal name, username, or display name;
(b) Contact Data: Mobile telephone number, email address, residential city and locality, and permanent or correspondence address;
(c) Profile Data: Profile photograph, user bio, preferences, and account settings;
(d) Booking & Transaction Data: Details of booking requests submitted, service inquiries, booking history, and preferences;
(e) Communication Data: Customer support requests, feedback, reviews, ratings, grievances, and all communications transmitted through the Platform’s internal messaging or support interface;
(f) Verification Data: Where applicable, identity verification documents submitted for the purpose of service provider verification.
2.2 Pet-Related Data (Sensitive Operational Data): Users may voluntarily provide information relating to their animal companions (“Pet Data”), including:
(a) Pet name, species, breed, age, gender, and colour;
(b) Vaccination records, deworming history, and immunisation status;
(c) Medical history, chronic conditions, current medications, dietary restrictions, and allergen profiles;
(d) Behavioural traits, temperament assessments, and training history;
(e) Photographs and videos of pets;
(f) Microchip numbers or other official identification markers.
Legal Note on Pet Data: While Pet Data relates to animals and not directly to identifiable human individuals, PetTales treats Pet Data with a level of care commensurate with Personal Data, given its sensitivity and its capacity to indirectly identify or profile its owner. Pet Data submitted by Users shall be used exclusively for the purpose of facilitating appropriate service bookings and shall not be shared beyond what is strictly necessary for service delivery.
2.3 Service Provider Data: For businesses and professionals registering on PetTales as Third-Party Service Providers, we may collect:
(a) Business name, registered address, and GST/PAN details where applicable;
(b) Business contact details including telephone, email, and website;
(c) Professional certifications, veterinary licenses, and regulatory registrations (including VCI registration numbers where applicable);
(d) Pricing structures, service descriptions, and operational parameters;
(e) Portfolio content, media assets, and business photographs;
(f) Bank account details and payment-related information for the purpose of processing payouts, where applicable, collected and stored in compliance with RBI guidelines.
2.4 Automatically Collected Technical Data: When you access the Platform through any digital device, we may automatically collect the following technical data:
(a) Device Data: Device type, model, operating system version, unique device identifiers (IMEI, UDID, or equivalent), and mobile network information;
(b) Network Data: IP address, Internet Service Provider (“ISP”) information, and approximate geolocation derived from IP;
(c) Usage Data: Pages visited, features accessed, search queries entered, time spent on each section, clickstream data, and session duration;
(d) Location Data: Precise or approximate geographical location, where you have expressly granted permission through your device settings. You may revoke location access at any time through your device settings without affecting the operability of other Platform features;
(e) Browser & App Data: Browser type and version, app version, referral URL, and platform entry source;
(f) Analytics Data: Aggregated, pseudonymised, or anonymised behavioural analytics collected through third-party analytics tools, used for platform improvement purposes only.
2.5 Data from Third-Party Sources: We may receive limited data about you from third-party sources such as social media platforms (where you choose to connect or authenticate via social login), public directories, and partner platforms, to the extent lawfully permissible and to supplement your existing profile for service personalisation.
PART III — LEGAL BASIS & PURPOSE OF PROCESSING
3. LAWFUL BASIS FOR PROCESSING
3.1 In accordance with Section 4 of the DPDPA, PetTales processes Personal Data only on one or more of the following lawful bases:
(a) Consent: Where you have freely, specifically, informedly, and unambiguously given consent to the processing of your Personal Data for one or more specific purposes (Section 6, DPDPA). Consent may be withdrawn at any time, subject to the effect of such withdrawal on ongoing service delivery;
(b) Performance of a Contract: Where processing is necessary for the performance of a contract to which you are a party, or to take steps at your request prior to entering into a contract (Section 7(a), DPDPA);
(c) Compliance with Legal Obligations: Where processing is necessary for compliance with a legal obligation to which PetTales is subject under Indian law, including the IT Act, DPDPA, BNSS, and applicable regulatory directions (Section 7(b), DPDPA);
(d) Legitimate Interests: Where processing is necessary for the legitimate interests pursued by PetTales, provided that such interests are not overridden by your fundamental rights and interests as a Data Principal (Section 7(f), DPDPA);
(e) Vital Interests: In exceptional circumstances, where processing is necessary to protect the life, health, or safety of any person or animal, including in emergency situations involving a pet’s welfare.
4. PURPOSES OF PROCESSING
4.1 PetTales collects and processes Personal Data for the following specified and legitimate purposes:
(a) Account Management: To create, verify, authenticate, manage, and maintain your user account on the Platform;
(b) Service Facilitation: To process booking requests, connect Users with Third-Party Service Providers, and manage the concierge pipeline as described in the Terms of Service;
(c) Communication: To send you booking confirmations, service updates, concierge status notifications, platform announcements, and responses to your support requests;
(d) Personalisation: To personalise your experience on the Platform based on your preferences, location, pet profile, and booking history;
(e) Platform Improvement: To analyse usage patterns, conduct research, perform quality assurance, and improve Platform features, functionality, and content;
(f) Fraud Prevention & Security: To detect, investigate, and prevent fraudulent transactions, unauthorized access, impersonation, and other security threats, including offences under Sections 66C and 66D of the IT Act and Sections 318 and 319 of the BNS;
(g) Payment Processing: To route and facilitate payment transactions through accredited third-party payment processors in compliance with RBI guidelines;
(h) Service Provider Verification: To verify the credentials, certifications, and regulatory compliance of listed Third-Party Service Providers, including veterinary license verification with the VCI;
(i) Legal Compliance & Enforcement: To comply with applicable laws, regulatory directions, court orders, judicial summons, and law enforcement requests issued under the BNSS, the IT Act, or other applicable legislation;
(j) Marketing & Promotional Communications: To send you promotional offers, service recommendations, and marketing communications where you have provided consent or where permitted by law, with an accessible opt-out mechanism in every communication;
(k) Animal Welfare Compliance: To facilitate reporting to the AWBI or law enforcement in cases where Pet Data discloses potential animal cruelty or welfare violations, in accordance with Section 35 of the PCA Act;
(l) Grievance Resolution: To address, investigate, and resolve complaints, grievances, and disputes submitted by Users or Third-Party Service Providers.
PART IV — COMMUNICATIONS
5. COMMUNICATIONS & NOTIFICATION FRAMEWORK
5.1 PetTales may communicate with Users through the following channels:
(a) Email — for account notifications, booking confirmations, and formal communications;
(b) SMS — for transactional alerts, booking updates, and OTP-based authentication;
(c) WhatsApp Business API — for concierge updates and customer support, subject to WhatsApp’s applicable terms and privacy policies;
(d) Push Notifications — through the mobile application, for real-time service alerts;
(e) In-App Notifications — for platform updates, booking status changes, and announcements.
5.2 Transactional Communications: Transactional communications (including booking confirmations, OTPs, account security alerts, and grievance acknowledgements) are necessary for the operation of the Platform and cannot be opted out of while your account remains active.
5.3 Promotional & Marketing Communications: Where you have provided consent, we may send promotional offers, service highlights, partner announcements, and marketing communications. You may opt out of such communications at any time by:
(a) Clicking the “unsubscribe” link in any email communication;
(b) Adjusting notification preferences in your Platform account settings;
(c) Submitting an opt-out request to the Grievance Officer at contact@pettales.in.
5.4 Opt-out from promotional communications shall not affect transactional communications essential to ongoing service delivery.
5.5 Telecom Regulatory Compliance: All SMS and voice communications are compliant with the Telecom Commercial Communications Customer Preference Regulations, 2018 issued by the Telecom Regulatory Authority of India (“TRAI”).
PART V — DATA SHARING & DISCLOSURE
6. HOW WE SHARE YOUR DATA
6.1 General Principle: PetTales does not sell, rent, barter, or commercially trade your Personal Data to any third party for monetary or other consideration. Data is shared only to the extent strictly necessary for the purposes described in this Policy.
6.2 Disclosure to Third-Party Service Providers: When you submit a booking request or service inquiry, relevant Personal Data (including your name, contact details, and Pet Data pertaining to the requested service) shall be shared with the selected Third-Party Service Provider solely for the purpose of fulfilling the booking or inquiry. Third-Party Service Providers receiving your data are independently responsible for processing it in accordance with the DPDPA and applicable privacy law, and PetTales shall not be liable for any misuse of such data by them.
6.3 Disclosure to Data Processors: PetTales engages third-party entities as “Data Processors” (as defined under the DPDPA) to process Personal Data on its behalf, under contractual obligations of confidentiality and data protection. These may include:
(a) Cloud infrastructure and hosting service providers;
(b) Payment gateway and transaction processing providers, operating in compliance with RBI’s Payment and Settlement Systems Act, 2007;
(c) Analytics and product improvement platforms;
(d) Customer relationship management (“CRM”) and support platforms;
(e) Communication service providers (email, SMS, WhatsApp API services);
(f) Identity verification and KYC service providers.
All Data Processors engaged by PetTales are contractually bound to process data only on PetTales’ documented instructions, to implement appropriate technical and organizational security measures, and to assist PetTales in honouring User rights under the DPDPA.
6.4 Disclosure to Government & Law Enforcement Authorities: PetTales shall disclose Personal Data to government bodies, regulatory authorities, courts, tribunals, or law enforcement agencies where:
(a) Required by a valid judicial order, summons, notice, or direction issued under the BNSS, the IT Act (including under Section 69 for monitoring and interception), or any other applicable law;
(b) Disclosure is necessary to prevent, detect, investigate, or prosecute any offence under the BNS, the IT Act, the PCA Act, or other applicable law;
(c) Disclosure is required in response to a lawful request from the Data Protection Board of India under the DPDPA;
(d) Disclosure is necessary to respond to a verified complaint of animal cruelty under Section 35 of the PCA Act, involving data shared on the Platform.
PetTales shall, to the extent lawfully permissible and operationally practicable, notify the affected User of any such mandatory disclosure, prior to or contemporaneously with the disclosure.
6.5 Disclosure in Business Transactions: In the event of a merger, acquisition, restructuring, asset sale, or other corporate transaction involving PetTales or substantially all of its assets, Personal Data held by PetTales may be transferred to the acquirer or successor entity, subject to the acquirer assuming equivalent or superior data protection obligations. Users will be notified of any such transfer in accordance with applicable law.
6.6 Disclosure with Consent: PetTales may share Personal Data with any other third party where you have provided express, specific, and informed consent for such sharing.
7. SERVICE PROVIDER ACCESS TO USER DATA
7.1 When Users submit booking requests or service inquiries through the Platform, the following categories of information may be accessed by or shared with the relevant Third-Party Service Provider:
(a) User’s name and contact details sufficient to confirm the booking;
(b) Pet Data relevant to the nature of the service requested (e.g., breed, age, medical history for veterinary appointments; vaccination status for boarding);
(c) Booking preferences and any special instructions submitted by the User.
7.2 Third-Party Service Providers are independently required to comply with the DPDPA, the IT Act, and all applicable privacy legislation in their handling of User data received through the Platform. PetTales is not responsible for the data protection practices of Third-Party Service Providers once data has been lawfully shared with them.
7.3 Users are advised to review the privacy policies of any Third-Party Service Provider before confirming a booking involving the sharing of sensitive Pet Data or medical information.
PART VI — COOKIES, TRACKING TECHNOLOGIES & ANALYTICS
8. COOKIES & TRACKING TECHNOLOGIES
8.1 PetTales uses the following categories of tracking technologies to operate, maintain, and improve the Platform:
(a) Essential Cookies: Strictly necessary for the Platform to function. These cannot be disabled without rendering core features inoperable;
(b) Functional Cookies: Enable personalisation features, including remembering your preferences and login state;
(c) Analytics Cookies & Tools: Used to collect aggregated, anonymised data about how Users interact with the Platform, enabling us to diagnose technical issues and improve user experience (e.g., Google Analytics, Firebase Analytics, or equivalent);
(d) Tracking Pixels: Embedded in communications or Platform pages to measure engagement with content or marketing campaigns;
(e) Software Development Kits (“SDKs”): Integrated into the mobile application to enable analytics, crash reporting, and feature functionality;
(f) Device Identifiers: Unique identifiers associated with your mobile device (such as IDFA or Android Advertising ID), used for frequency capping and attribution analysis.
8.2 In accordance with the DPDPA and applicable guidelines, PetTales shall obtain your consent before deploying non-essential cookies and tracking technologies. You may:
(a) Withdraw consent for non-essential cookies at any time through the Platform’s Cookie Preference Centre (where available) or through your browser’s settings;
(b) Configure your browser to refuse all or certain cookies. Note that disabling certain cookies may impair Platform functionality.
8.3 PetTales does not use tracking technologies to build profiles for the purpose of selling behavioural advertising to third parties.
PART VII — DATA RETENTION
9. DATA RETENTION FRAMEWORK
9.1 Retention Principles: In accordance with the storage limitation principle under the DPDPA and Section 5(e) of the SPDI Rules, PetTales retains Personal Data only for as long as is necessary to fulfil the specific purpose for which it was collected, or as required or permitted by applicable law.
9.2 Retention Periods: The following indicative retention periods apply to different categories of data:
| Category of Data | Retention Period |
| Account & Identity Data | Duration of account + 3 years’ post-deletion (for legal compliance) |
| Booking & Transaction Data | 7 years (as required under the IT Act and financial record-keeping norms) |
| Pet Medical & Vaccination Data | Duration of account + 2 years’ post-deletion |
| Communications & Support Data | 3 years from date of communication |
| Payment Transaction Data | 8 years (in accordance with RBI guidelines and anti-money laundering regulations) |
| Analytics & Usage Data | 24 months (aggregated/anonymised thereafter) |
| Legal Compliance Data | As required by applicable law or court order |
9.3 Extended Retention for Legal Proceedings: Where Personal Data is relevant to pending or anticipated legal proceedings, regulatory investigations, or dispute resolution processes, PetTales reserves the right to retain such data for the duration of such proceedings, including any applicable appeals, plus a reasonable period thereafter.
9.4 Data Deletion & Anonymisation: Upon expiry of the applicable retention period, Personal Data shall be:
(a) Permanently and securely deleted from active systems;
(b) Anonymised or pseudonymised such that the data can no longer be attributed to an identifiable individual; or
(c) Securely archived in accordance with applicable law.
9.5 The deletion of your Platform account will not result in the immediate deletion of all associated Personal Data where retention is required by law or for legitimate business purposes, as outlined in the retention periods above.
PART VIII — DATA SECURITY
10. DATA SECURITY FRAMEWORK
10.1 Security Standard: PetTales implements the “reasonable security practices and procedures” mandated under Section 43A of the IT Act read with Rule 8 of the SPDI Rules and Section 8(4) of the DPDPA. Our security framework is aligned with recognized information security standards, including ISO/IEC 27001 (where applicable).
10.2 Technical Safeguards: The following technical measures are implemented to protect Personal Data:
(a) Encryption: Data in transit is protected using industry-standard Transport Layer Security (TLS/SSL) encryption protocols. Data at rest is encrypted using AES-256 or equivalent encryption standards;
(b) Access Controls: Access to Personal Data is restricted on a strict need-to-know basis, enforced through role-based access controls (“RBAC”) and multi-factor authentication (“MFA”) for internal systems;
(c) Secure Server Infrastructure: The Platform is hosted on secure, certified cloud infrastructure with appropriate firewall protections, intrusion detection systems, and regular security patching;
(d) Authentication Systems: User accounts are protected through secure authentication mechanisms, including OTP-based verification and encrypted password storage;
(e) Regular Security Audits: PetTales conducts periodic internal and third-party security assessments, vulnerability scans, and penetration tests to identify and remediate security weaknesses;
(f) Data Breach Response: PetTales maintains a documented data breach response plan. In the event of a Personal Data breach that is likely to result in a risk to the rights of Data Principals, PetTales shall notify the Data Protection Board of India and affected Users in accordance with Section 8(6) of the DPDPA within the prescribed timelines.
10.3 Organisational Safeguards: PetTales implements the following organisational security measures:
(a) Privacy and data protection training for all personnel with access to Personal Data;
(b) Confidentiality obligations contractually imposed on all employees, contractors, and third-party processors;
(c) Background verification procedures for personnel in roles involving access to sensitive data;
(d) Internal data handling policies, incident response protocols, and data classification guidelines.
10.4 Limitation of Security Guarantee: While PetTales employs commercially reasonable security measures, no digital system can guarantee absolute security. PetTales does not warrant that Personal Data will be immune from all unauthorized access, disclosure, or breach. In the event of a security incident caused by your failure to safeguard your account credentials, PetTales shall not be liable for any resultant loss or harm.
10.5 User Security Responsibilities: You are responsible for maintaining the confidentiality of your account credentials, including passwords and OTPs. Any unauthorized use of your account should be reported immediately to the Grievance Officer. Unauthorized access to or misuse of another User’s account may constitute an offence under Section 66C of the IT Act and Section 318 of the BNS.
PART IX — PET DATA SPECIFIC PROTECTIONS
11. SPECIAL SAFEGUARDS FOR PET-RELATED DATA
11.1 PetTales recognises that Pet Data — particularly medical history, vaccination records, and behavioural profiles — is of a sensitive operational nature and may have significant implications for animal welfare. Accordingly, the following enhanced safeguards apply to Pet Data:
(a) Purpose Restriction: Pet Data shall be used exclusively for the purpose of facilitating the specific service booking or inquiry for which it was provided. Pet Data shall not be used for marketing, profiling, or commercial analysis without your express, separate consent;
(b) Access Limitation: Access to Pet Data by Third-Party Service Providers is restricted to the specific service provider selected by you for the relevant booking, and only to the extent of data relevant to that service;
(c) No Commercial Sale: Pet Data shall not be sold, licensed, or commercially transferred to any third party under any circumstances;
(d) Veterinary Data Confidentiality: Medical and clinical information about pets shall be treated with the same degree of confidentiality as Sensitive Personal Data under the SPDI Rules, notwithstanding that such data relates to animals rather than persons;
(e) Animal Welfare Reporting: Notwithstanding the above, where Pet Data submitted to the Platform discloses information reasonably indicating that an animal is at risk of cruelty, neglect, or harm, PetTales reserves the right — and may be legally obligated — to report such information to the relevant local authority or the AWBI in accordance with the PCA Act, without prior notice to the User concerned where such notice would compromise the welfare of the animal.
11.2 Users are advised not to share Pet Data that is excessive, unnecessary, or unrelated to the specific service being booked. PetTales assumes no liability for consequences arising from the User’s voluntary disclosure of excessive Pet Data.
PART X — STATUTORY RIGHTS OF DATA PRINCIPALS
12. YOUR RIGHTS AS A DATA PRINCIPAL
12.1 Subject to the provisions of the DPDPA, the SPDI Rules, and other applicable law, you, as a Data Principal, are entitled to exercise the following rights with respect to your Personal Data:
(a) Right to Access Information (Section 11, DPDPA):
You have the right to obtain from PetTales:
– Confirmation of whether your Personal Data is being processed;
– A summary of the Personal Data being processed and the processing activities undertaken;
– The identities of all Data Processors and other parties with whom your data has been shared.
(b) Right to Correction & Updation (Section 12, DPDPA):
You have the right to request correction of inaccurate, incomplete, misleading, or outdated Personal Data. You may update most profile information directly through your account settings.
(c) Right to Erasure (Section 12, DPDPA):
You have the right to request the erasure of your Personal Data where:
– The data is no longer necessary for the purpose for which it was collected;
– You have withdrawn consent and there is no other lawful basis for processing;
– The data has been unlawfully processed.
This right is subject to PetTales’ overriding obligations to retain data for legal, regulatory, or dispute resolution purposes.
(d) Right to Withdraw Consent (Section 6(4), DPDPA):
Where processing is based on your consent, you may withdraw such consent at any time, without affecting the lawfulness of processing prior to withdrawal. Withdrawal of consent may result in PetTales being unable to provide certain services.
(e) Right to Grievance Redressal (Section 13, DPDPA):
You have the right to have your grievances regarding data processing heard and redressed by the Grievance Officer within the timelines prescribed herein and by applicable law.
(f) Right to Nominate (Section 14, DPDPA):
You have the right to nominate another individual to exercise your data rights on your behalf in the event of your death or incapacity.
(g) Right to Complain to the Data Protection Board (Section 25, DPDPA):
If you are not satisfied with PetTales’ response to your grievance, you have the right to file a complaint with the **Data Protection Board of India**, once it becomes operational under the DPDPA framework.
(h) Consumer Rights Under CPA:
You retain all rights under the Consumer Protection Act, 2019, including the right to approach the appropriate Consumer Disputes Redressal Commission for any deficiency in service relating to data handling.
12.2 Exercising Your Rights: To exercise any of the above rights, submit a written request to the Grievance Officer at contact@pettales.in. PetTales shall acknowledge your request within twenty-four (24) hours and respond substantively within thirty (30) days of receipt. In cases of complexity or volume, this period may be extended by up to an additional thirty (30) days, with prior notification to you.
12.3 PetTales shall not charge any fee for processing standard rights requests. However, where requests are manifestly unfounded, excessive, or repetitive, PetTales reserves the right to charge a reasonable administrative fee or decline to act on the request, with written reasons provided to the User.
PART XI — CROSS-BORDER DATA TRANSFERS
13. INTERNATIONAL DATA TRANSFERS
13.1 PetTales processes and stores all primary User data within the territory of the Republic of India. Where it becomes operationally necessary to transfer Personal Data to jurisdictions outside India (for example, in connection with cloud infrastructure, analytics tools, or payment gateway services hosted internationally), such transfers shall be made in compliance with:
(a) Section 16 of the DPDPA and any restrictions, conditions, or approved country lists notified by the Central Government thereunder;
(b) Adequate contractual safeguards, including Standard Contractual Clauses or equivalent data transfer agreements, ensuring the receiving entity provides a level of data protection equivalent to that mandated under Indian law;
(c) Any binding regulatory guidance issued by MeitY or the Data Protection Board of India regarding cross-border data flows.
13.2 PetTales shall not transfer Personal Data to any country that has been explicitly restricted or blacklisted by the Government of India for data transfer purposes.
PART XII — CHILDREN’S PRIVACY
14. CHILDREN’S DATA PROTECTION
14.1 The Platform is intended exclusively for individuals who are at least eighteen (18) years of age, as required under the Indian Majority Act, 1875, and the Indian Contract Act, 1872.
14.2 PetTales does not knowingly collect, process, or retain Personal Data from persons below the age of eighteen (18) years without the verifiable consent of a parent or legal guardian.
14.3 In compliance with Section 9 of the DPDPA, PetTales shall implement age-verification mechanisms and shall process data of a child only after obtaining verifiable parental consent through the manner specified under applicable Rules.
14.4 If PetTales becomes aware that Personal Data has been collected from a minor without appropriate parental consent, it shall take immediate steps to delete such data from its systems and notify the parent or guardian where practicable.
14.5 If you believe that a minor has provided Personal Data to PetTales without appropriate consent, please notify the Grievance Officer immediately at contact@pettales.in.
PART XIII — INDEMNITY FOR DATA MISUSE
15. USER INDEMNITY FOR DATA MISUSE
15.1 You agree to indemnify, defend, and hold harmless PetTales and all Indemnified Parties (as defined in the Terms of Service) from and against any claims, losses, damages, penalties, fines, costs, and expenses — including reasonable legal fees — arising out of or in connection with:
(a) Your submission of false, fraudulent, or misleading Personal Data or Pet Data to the Platform;
(b) Your unauthorised access to, collection of, or misuse of another User’s Personal Data or Pet Data through the Platform, which may constitute an offence under Section 43 and Section 66 of the IT Act and Section 316 of the BNS;
(c) Your violation of any provision of this Policy, including misuse of data obtained through the Platform for harassment, spam, fraud, or commercial solicitation;
(d) Your breach of any applicable data protection law, including the DPDPA, in connection with your use of the Platform;
(e) Any regulatory investigation, penalty, or enforcement action against PetTales arising directly or indirectly from your data-related misconduct;
(f) Any claim by a Third-Party Service Provider arising from your submission of inaccurate or misleading Pet Data that resulted in inappropriate or harmful service delivery.
15.2 This indemnity obligation shall survive termination of your account and shall remain enforceable to the fullest extent permissible under applicable Indian law.
PART XIV — FORCE MAJEURE & DATA OPERATIONS
16. FORCE MAJEURE — IMPACT ON DATA OPERATIONS
16.1 Without prejudice to the Force Majeure provisions set out in the Terms of Service (incorporated herein by reference), PetTales expressly acknowledges that certain Force Majeure Events may affect its ability to fulfil data protection obligations within prescribed timeframes, including:
(a) Government-mandated internet shutdowns or platform restrictions under Section 69A of the IT Act;
(b) Widespread cyberattacks, ransomware incidents, or critical infrastructure failures affecting data systems;
(c) Natural disasters, pandemics, or public health emergencies affecting operational capacity under the Disaster Management Act, 2005.
16.2 In the event of a Force Majeure Event affecting data operations:
(a) PetTales shall take all commercially reasonable steps to protect the security and integrity of Personal Data during the disruption;
(b) Obligations to respond to rights requests, grievances, or breach notifications may be suspended for the duration of the Force Majeure Event, subject to PetTales notifying affected Users of the suspension and expected resolution timeline through available channels;
(c) PetTales shall resume full compliance with its data protection obligations as expeditiously as practicable following cessation of the Force Majeure Event;
(d) In the event of a Personal Data breach occurring during or as a result of a Force Majeure Event, PetTales shall notify the Data Protection Board of India and affected Users as soon as reasonably practicable after becoming aware of the breach and after the Force Majeure Event permits such notification.
16.3 A Force Majeure Event shall not relieve PetTales of its obligation to implement reasonable protective measures to safeguard Personal Data during the disruption, to the extent within its reasonable control.
PART XV — THIRD-PARTY LINKS & EMBEDDED SERVICES
17. THIRD-PARTY WEBSITES & SERVICES
17.1 The Platform may contain hyperlinks, embedded content, or references to third-party websites, mobile applications, and services that are not owned, operated, or controlled by PetTales. Such third-party content is provided for your convenience and informational purposes only.
17.2 PetTales is not responsible for, and makes no representations or warranties regarding, the privacy practices, data handling policies, security measures, or content of any third-party platform. The inclusion of a link to a third-party website does not constitute an endorsement by PetTales of such platform or its privacy practices.
17.3 Users are strongly advised to review the privacy policies and terms of service of any third-party platform before submitting Personal Data or Pet Data to such platforms.
17.4 Any data shared directly by you with a third-party platform through a link accessed from PetTales shall be governed exclusively by that third party’s privacy policy, and PetTales assumes no liability for any resulting data breach, misuse, or privacy violation.
PART XVI — AMENDMENTS TO THIS POLICY
18. POLICY UPDATES & VERSION CONTROL
18.1 PetTales reserves the right to amend, update, supplement, or revise this Policy at any time to reflect:
(a) Changes in applicable law, including new Rules notified under the DPDPA or amendments to the IT Act;
(b) Changes in PetTales’ data processing activities, business model, or service offerings;
(c) Recommendations or directions from the Data Protection Board of India, MeitY, or other competent regulatory authorities;
(d) Security improvements or operational enhancements to the Platform.
18.2 Notification of Material Changes: Where a proposed amendment is material — meaning it significantly affects your rights, the scope of data collected, or the purposes of processing — PetTales shall notify you at least fifteen (15) days prior to the amended Policy taking effect, through:
(a) A prominent notice on the Platform homepage;
(b) An email notification to your registered email address;
(c) An in-app push notification.
18.3 The current version of this Policy, with its effective date and version number, shall always be accessible on the Platform. Archive versions of prior Policies shall be maintained and made available upon request.
18.4 Your continued use of the Platform following the effective date of any amendment to this Policy shall constitute your acceptance of the revised Policy. If you do not accept the revised Policy, you must discontinue use of the Platform and may request deletion of your account and associated data.
PART XVII — GRIEVANCE OFFICER & REGULATORY CONTACT
19. GRIEVANCE OFFICER — CONTACT DETAILS & REDRESSAL FRAMEWORK
19.1 In compliance with:
– Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021;
– Section 13 of the Digital Personal Data Protection Act, 2023;
– Rule 3(7) of the Consumer Protection (E-Commerce) Rules, 2020,
PetTales hereby designates the following Grievance Officer for data protection and privacy-related matters:
| Detail Information |
| Grievance Officer| Ishan Gaur |
| Designated Email| contact@pettales.in |
| Contact Hotline| +91 7291936015 |
| Office Address | U-200, Second Floor, Opposite Metro Pillar No. 32 (Above Bank of Baroda), Shakarpur, Laxmi Nagar, New Delhi – 110092, India |
| Complaint Acknowledgement Timeline | Within 24 hours of receipt |
| Complaint Resolution Timeline | Within 15 days of acknowledgement |
| Working Hours | Monday to Saturday, 10:00 AM – 6:00 PM IST (excluding public holidays) |
19.2 All privacy-related complaints, data rights requests, and grievances must be submitted in writing — by email or postal correspondence — with sufficient detail to enable PetTales to identify your account and the nature of your concern.
19.3 Escalation to Data Protection Board: If you are dissatisfied with the resolution offered by the Grievance Officer, you may escalate your complaint to the **Data Protection Board of India** in accordance with the procedure prescribed under Section 25 of the DPDPA, once the Board becomes operational and the relevant complaint mechanism is established by the Central Government.
19.4 Consumer Forum: Nothing in this Policy shall be construed to restrict your right to approach the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, for matters constituting a deficiency in service.
PART XVIII — GOVERNING LAW & JURISDICTION
20. GOVERNING LAW & DISPUTE RESOLUTION
**20.1** This Policy, and all disputes arising from or in connection with it, shall be governed by and construed in accordance with the laws of the Republic of India, including the DPDPA, the IT Act, the BNS, the Consumer Protection Act, 2019, and