Dr. Paws Logo

Privacy Policy

Last updated on 07-05-2026

This Privacy Policy explains how DR. PAWS HEALTHCARE PRIVATE LIMITED ("Dr. Paws", "we", "us", or "our") collects, uses, stores, shares, retains, and deletes user data when you use the Dr. Paws mobile application, website, clinics, home-visit services, and related services (collectively, "Services").

This page is intended to be the privacy policy for the Dr. Paws app and website. For privacy questions, data access requests, corrections, account deletion, or data deletion requests, contact us at support@drpaws.care.

1. Data We Collect

Depending on how you use our Services, we may collect the following types of data:

  • Account and contact information, such as your name, mobile number, email address, OTP verification status, profile image, and login session details.
  • Address and location information, such as saved addresses, city, state, pincode, map search results, and location details entered or selected for clinic visits, home visits, serviceability checks, and appointment fulfilment.
  • Pet profile information, such as pet name, species, breed, gender, date of birth, profile image, medical history, prescriptions, reports, invoices, and appointment records.
  • Appointment and service information, such as selected clinic, selected service, preferred veterinarian, visit date and time, reason for visit, booking status, cancellation or rescheduling details, and home-visit operational details.
  • Payment and transaction information, such as order identifiers, payment status, invoice details, refund status, and payment gateway references. We do not store complete card numbers, UPI credentials, bank account passwords, or similar payment credentials.
  • Files and media that you choose to upload, such as profile pictures, pet images, prescriptions, medical reports, invoices, and other documents needed for veterinary care or support.
  • Communications with us, including support requests, call notes, WhatsApp or SMS communications, email messages, and feedback.

2. How We Use Data

We use user data for the following purposes:

  • Creating, verifying, and maintaining your Dr. Paws account.
  • Booking, confirming, rescheduling, cancelling, and fulfilling clinic appointments, home visits, and other pet-care services.
  • Maintaining pet health records, prescriptions, reports, invoices, and visit history so our veterinary team can provide care.
  • Checking address serviceability, assigning staff, coordinating logistics, and communicating visit updates.
  • Processing payments, refunds, subscriptions, invoices, and related customer support.
  • Sending OTPs, service messages, appointment updates, reminders, support responses, and important account or policy notices.
  • Improving service quality, training our team, auditing internal workflows, preventing fraud, resolving disputes, and keeping our Services secure.
  • Complying with legal, regulatory, accounting, tax, safety, and veterinary record-keeping obligations.

3. How We Share Data

We do not sell personal and sensitive user data. We may share data only when needed for the purposes described in this Privacy Policy:

  • With Dr. Paws clinics, veterinarians, support staff, operations teams, and authorised personnel who need the data to provide services.
  • With service providers who help us operate the Services, including hosting, cloud storage, database, analytics, payment gateway, communication, SMS, WhatsApp, email, maps, logistics, and support providers.
  • With veterinary software, clinic management, or medical record systems used to manage appointments, pet profiles, prescriptions, reports, and billing.
  • With regulators, government authorities, courts, law enforcement, or other parties when required by applicable law, legal process, safety obligations, or to protect our legal rights.
  • With another organisation if we are involved in a merger, acquisition, restructuring, financing, or transfer of business assets, subject to appropriate notice and safeguards.

4. Secure Data Handling

We use reasonable technical and organisational safeguards to protect user data. These safeguards include restricted access to systems, use of authentication controls, secure transmission where supported, access controls for internal users, logging and monitoring, and vendor controls. No internet or electronic storage method is completely secure, but we work to protect user data from unauthorised access, disclosure, alteration, and destruction.

5. Data Retention

We retain user data only for as long as needed for the purposes described in this Privacy Policy, unless a longer retention period is required or permitted by law. Our retention practices are:

  • Account and profile data is retained while your account is active. After a verified deletion request, account-linked data is deleted or anonymised as described in the Data Deletion and Account Deletion section below, unless retention is required for legal, tax, accounting, fraud prevention, dispute, safety, veterinary care continuity, or regulatory reasons.
  • OTPs and temporary signup data are retained only for the period needed to verify, complete, or cancel signup or login, and are then deleted or replaced according to our authentication process.
  • Address book entries are retained while your account is active or until you delete the address, request account deletion, or ask us to delete the data, subject to legitimate retention needs.
  • Appointment, invoice, payment status, refund, subscription, and service records are retained while needed to provide services, maintain service history, process payments or refunds, support users, and meet legal, tax, accounting, audit, dispute, or regulatory requirements.
  • Pet medical records, prescriptions, reports, diagnostic files, and clinical notes are retained while needed for veterinary care continuity, legal claims, regulatory obligations, safety, or user-requested access to health history.
  • Support communications, call notes, emails, SMS, WhatsApp messages, and feedback are retained while needed to handle support requests, improve service quality, resolve disputes, investigate safety issues, or meet legal obligations.
  • Technical logs, security logs, analytics, and error information are retained while needed for security, fraud prevention, debugging, service reliability, legal, or compliance purposes.
  • When specific records must be retained for the reasons above, we restrict their use to those purposes and delete or anonymise them when the retention need ends. Anonymised or aggregated data that no longer identifies a user may be retained for service improvement, analytics, research, training, and reporting.

6. Data Deletion and Account Deletion

You can request deletion of your Dr. Paws account and associated user data by emailing support@drpaws.care from the mobile number or email address linked to your account, or by including enough information for us to verify the account. Please use the subject line "Account Deletion Request".

After we verify your request, we will delete or anonymise account data and associated user data within 30 days, except where we need to retain certain records for legal, tax, accounting, fraud prevention, dispute, safety, regulatory, veterinary record-keeping, or legitimate business reasons. Where data is retained for these reasons, we restrict use of the retained data to those purposes and delete or anonymise it when the retention need ends.

Account deletion is permanent. You may lose access to appointment history, pet profiles, saved addresses, invoices, subscriptions, reports, and other account-linked services. If you have an active appointment, subscription, refund, payment dispute, or unresolved support case, we may ask you to complete or cancel that process before completing deletion.

7. Your Choices and Rights

You may contact us to request access to your personal data, correction of inaccurate data, deletion of data, withdrawal of consent where applicable, or information about how your data is handled. We may need to verify your identity before acting on a request.

8. Children's Data

The Services are intended for pet parents and guardians who can enter into a binding agreement. We do not knowingly create accounts for children. If a parent or guardian believes that a child has provided personal data to us, they can contact us at support@drpaws.care and we will take appropriate steps.

9. Third-Party Links and Services

Our Services may contain links to third-party websites, maps, payment gateways, communication providers, or other services. Their privacy practices are governed by their own policies. We recommend reviewing those policies before sharing data with third-party services.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. The updated version will be posted on this page with a new "Last updated" date. If a change materially affects how we handle user data, we will provide notice where required by applicable law.

11. Contact Us

Privacy point of contact: DR. PAWS HEALTHCARE PRIVATE LIMITED

Email: support@drpaws.care

For account deletion and data deletion requests, email support@drpaws.care with the subject line "Account Deletion Request" or "Data Deletion Request".