Privacy Policy

1. Information We Collect

We collect information that you provide directly, information generated when you use the Platform, and limited information from service providers that help us operate the Platform.

• Account information: name, email address, phone number, authentication identifiers, role, and account status.
• Pet owner information: pet profiles, species, age, sex, notes you choose to provide, appointment history, location used for search or home visits, and support communications.
• Veterinarian information: profile details, registration number, credentials, practice or clinic details, service areas, availability, consultation fees, bank details, GSTIN or business registration where provided, and approval status.
• Appointment and clinical information: consultation type, appointment date and time, visit address for home visits, appointment notes, uploaded documents or photos, review content, and access grants between pet owners and vets.
• Payment information: appointment amount, platform fee, taxes, payout/refund status, Razorpay order IDs, payment IDs and refund IDs. We do not store your card number, CVV, UPI PIN or netbanking credentials.
• Device and technical information: IP address, browser or device type, app version, logs, diagnostic data, and approximate location when required for nearby search.
• Communications: emails, push notifications, SMS or WhatsApp messages sent for transactional purposes such as OTP, booking updates, reminders, payments, refunds, support and policy notices.

2. How We Use Information

We use personal information to operate, secure and improve the Platform, including to:

• Create and manage accounts, authentication and role-based access;
• Enable pet owners to search for vets, clinics and government facilities;
• Enable booking, cancellation, payment, refunds, reminders and support;
• Verify veterinarian credentials and administer approval, suspension and reinstatement workflows;
• Allow vets to manage availability, appointments, notes and permitted pet records;
• Generate receipts, invoices, payout reports, GST records and accounting exports;
• Send transactional communications through email, push, SMS or WhatsApp;
• Detect fraud, misuse, unauthorized access, payment abuse and policy violations;
• Comply with legal, tax, audit, safety and regulatory obligations.

We do not sell your personal information.

3. Information Visible to Others

Pet owners may see public vet profile details such as name, clinic or practice name, photo, bio, qualifications, service area, consultation modes, fees, ratings, reviews, availability and facility details.

Vets may see pet owner and pet details only to the extent needed to manage appointments and provide care, or where the pet owner has granted access to records. Government facility listings are directory records and do not represent user accounts.

4. Sharing of Information

We share information only where needed to provide the Platform or comply with law:

• With vets and clinics: appointment, pet, owner contact and visit information required to provide the booked service.
• With pet owners: vet profile, availability, approval status, fees, reviews and appointment status.
• With payment providers: information required to process payments and refunds through Razorpay or another authorized payment gateway.
• With service providers: cloud hosting, database, storage, authentication, email, push, SMS, WhatsApp, analytics, monitoring and support providers, under appropriate access restrictions.
• For internal operations: authorized DrukPet personnel may access operational data required for approvals, support, facility verification, refunds, payouts and compliance.
• For legal reasons: government authorities, courts, regulators, tax authorities, law enforcement or other parties where required by law or to protect rights, safety and security.

5. Payments and Financial Data

Payments are processed by authorized payment gateways. DrukPet receives payment identifiers and status updates but does not store sensitive payment credentials. We retain payment, refund, invoice, tax and payout records as required for accounting, audit, dispute resolution and legal compliance.

6. Cookies and Local Storage

Our website and Platform may use cookies, local storage and similar technologies for authentication, session persistence, runtime configuration, preferences, security and basic analytics. You can control cookies through your browser settings, but disabling essential storage may prevent sign-in or core features from working.

7. Data Security

We use reasonable security practices including TLS encryption in transit, access controls, private storage for documents, cloud security controls, credential restrictions, logging and least-privilege administrative access. No internet service can be guaranteed to be completely secure, and you are responsible for keeping your device and account access secure.

If a personal data breach occurs, we will take steps required by applicable law, including notification to affected users and authorities where required.

8. Data Retention

We retain personal information for as long as needed to provide the Platform and for legitimate legal, tax, audit, safety, medical-record, fraud-prevention and dispute-resolution purposes. If you delete your account or request deletion, we will remove or de-identify information that is no longer required, subject to records we must retain under applicable law or for legitimate claims and compliance.

9. Your Rights

Subject to applicable law, you may request access to your personal data, correction or update of inaccurate data, deletion of data, withdrawal of consent, grievance redressal, and nomination under the Digital Personal Data Protection Act, 2023. Some requests may affect your ability to use the Platform or may be limited where retention is legally required.

To exercise these rights, contact us using the details below.

10. Children's Privacy

The Platform is intended for adults who can lawfully enter into bookings and service arrangements. We do not knowingly create accounts for children. Pet information may relate to animals owned by a family, but account operation must be by an adult.

11. Third-Party Links and Providers

The Platform may link to payment gateways, map providers, communication providers, app stores and other third-party services. Their handling of data is governed by their own policies. We are not responsible for third-party websites or services outside our control.

12. Changes to This Policy

We may update this Privacy Policy from time to time. The "Last updated" date shows the latest revision. Material changes will be notified through the Platform, email, app notice or other appropriate means where required.

13. Grievance and Contact

For privacy questions, data rights requests or complaints, contact:

Grievance Officer, DrukPet
TC 2833-7, Bizhaus Office, Lower Ground Floor,
Pavithra Enclave, C Street, Jawahar Nagar,
Kowdiar, Trivandrum, Kerala — 695003
Email: grievance@drukpet.com
Support: support@drukpet.com
Time: Monday to Friday, 9:00 to 18:00 IST

We aim to acknowledge grievances within twenty-four (24) hours and resolve them within fifteen (15) days, or within the timeline required by applicable law.