Privacy Policy

We collect personal data in three ways: information you give us, information collected automatically, and information we receive from third parties. What we hold about you depends on how you interact with us.

• Booking and contact forms: your full name, mobile number, email address (optional), your pet's name and breed (optional), the service you need, preferred date and time, and any notes you add (up to 500 characters). The contact form additionally collects a subject line, message, country code, and the page you were on when you wrote to us.
• Phone, WhatsApp and Instagram conversations: your number, the messages you send, and any photos or videos you share with us (for example, photos of your pet for a coat assessment).
• In-store records: details of services provided, payments made, and any photos or videos taken at the store with your consent, for example for our gallery or testimonials.
• Technical information: your IP address, browser type and device information, pages visited on the Site, referral source, and optional marketing parameters (UTM values such as source, medium, campaign, term, content, ad group, location, device and match type) that tell us which advertisement or link brought you to the Site.
• Bot-protection signals: our bot-detection service processes basic device and browsing signals to confirm that a human, not an automated program, submitted a form. We do not use these signals to identify you personally.
• Public content you post: reviews you publish on Google or other platforms, which we may display on the Site as public social proof, and messages you send us through our Google Business Profile.

We use personal data only for the purposes described in this policy. Each purpose below is supported by a lawful basis under the DPDP Act: your consent, performance of a contract with you (providing the service you booked), or our legal obligations.

• To provide the services you book: to confirm your appointment, prepare for your pet's session, deliver the grooming or spa service, and invoice you. (Contract)
• To communicate with you: to call or WhatsApp you about your slot, send service updates, respond to queries, and follow up after a session. (Contract, consent)
• To maintain records: session history, coat and health notes, and billing records so we can serve you consistently across visits. (Contract, legitimate interest)
• To keep the Site secure: detect and prevent fraud, spam and abuse, including through our bot-detection service. (Legitimate interest, legal obligation)
• To improve our services: aggregated, non-identifying analytics about how visitors use the Site, so we can fix issues and improve the experience. (Legitimate interest)
• To meet legal requirements: maintain records required by tax, consumer protection or other laws, and respond to lawful requests from regulators or courts. (Legal obligation)
• Marketing: we do not send marketing messages to your mobile number or email unless you have separately opted in, and you can withdraw that consent at any time.

Under the DPDP Act, every processing of personal data requires either your consent or another lawful basis. Where we rely on consent, it is specific, informed, unconditional and capable of being withdrawn. Our lawful bases are:

• Consent: where you have given it freely, for example when you share photos for our gallery or opt in to updates.
• Contract: where processing is necessary to provide the service you booked or to take steps you asked for before booking.
• Legal obligation: where Indian law requires us to keep or disclose data.
• Legitimate interest: for security and for analytics, balanced against your rights and interests, and never where your interests override ours.
• If we process data on any other basis, we will tell you at the time of collection.

We do not sell, rent or trade your personal data. We share it only with the service providers we need to run the business, and only to the extent each provider needs it for its role:

• Our database and hosting provider, which stores form submissions and booking records.
• Our email service provider, used for booking and service notifications when email is sent.
• A bot-detection service that protects our public forms from automated abuse.
• Analytics tools that report aggregated usage statistics; they do not receive your name, mobile number or pet details from us.
• The messaging and social platforms through which you choose to contact us; conversations on those platforms are subject to the relevant platform's own terms and privacy policy.
• Payment processors, if and when online payment is offered: only the data needed to complete a transaction.
• Authorities: if we are required by law, court order or a regulatory authority to disclose data, or where disclosure is necessary to protect the safety of people, pets or our business.

Some of our service providers may process data on servers located outside India, including through cloud infrastructure. Where personal data is transferred outside India, we rely on providers that apply appropriate contractual and technical safeguards consistent with the DPDP Act, and we do not transfer data for reasons inconsistent with this policy. You can contact us for details of the safeguards applicable to a specific transfer.

The Site uses analytics cookies to understand how visitors use it. They report aggregated statistics such as pages visited, time on site and rough geographic region. They do not give us your name, phone number or pet details.

Our bot-detection service does not use cookies for advertising and processes only the signals needed to verify that a human submitted a form.

You can block or delete cookies through your browser settings. Blocking analytics cookies will not affect your ability to browse the Site or book by phone or WhatsApp.

We keep personal data only as long as needed for the purpose it was collected, plus any period required by law. In practice:

• Booking and service records: kept while you remain an active customer and for a reasonable period afterwards (normally up to 3 years) to handle queries, warranties and disputes.
• Accounting and tax records: kept for the period required by Indian tax law.
• Form submissions that never become bookings: kept for a short period (up to 12 months) and then deleted.
• Analytics data: retained in aggregated form in line with the provider's retention settings.
• Photos and videos published with your consent: kept until you withdraw consent or ask us to remove them.
• When data is no longer needed, it is securely deleted or anonymised.

Under the DPDP Act and this policy, you have the following rights in respect of your personal data. You may exercise them at any time, free of charge, by contacting our Grievance Officer using the details below:

• Right of access: to know what personal data we hold about you and how it has been used.
• Right to correction: to have inaccurate or incomplete data corrected.
• Right to erasure: to have your personal data deleted, subject to legal retention requirements.
• Right to withdraw consent: to withdraw any consent you have given, for example to marketing or to the use of photos.
• Right to grievance redressal: to have your complaint handled promptly and fairly, as described below.
• We will respond to requests for access, correction or erasure within 30 days of receiving them, and to consent-related requests within 7 days as required by the DPDP Act.

The Site and our services are intended for adults (18 years and above). We do not knowingly collect personal data of children. If a person under 18 years wishes to book a session for a family pet, we ask that the booking be made by, or with the consent of, a parent or guardian. If you believe we have collected a child's personal data without appropriate consent, please contact us and we will delete it.

We apply reasonable organisational and technical measures to protect personal data, including encrypted transmission (HTTPS), restricted access to booking records, validation of form inputs, and bot protection on public forms. No method of transmission or storage is completely secure; while we work to protect your data, we cannot guarantee absolute security.

Google reviews displayed on the Site are public content published by reviewers on Google's platform; we display them as published, without alteration. If you are the author of a review and want it removed from the Site, contact us and we will remove it within a reasonable time. Photos or videos we publish with your consent can be withdrawn at any time.

If you have a question, concern or complaint about this policy or about how we process your personal data, please contact our Grievance Officer:

• Email: contact@pawmiable.in
• Phone / WhatsApp: +91 99719 09459
• Address: Ground Floor, CG 154/154-A, Conscient One Mall, Sector 109, Gurugram, Haryana 122006
• We acknowledge receipt of every complaint within 7 days and aim to resolve it within 30 days. If you are not satisfied with our response, you may approach the Data Protection Board of India or other competent authority in accordance with the DPDP Act.

We may update this policy from time to time to reflect changes in the law, our services or our providers. The date at the top of this page shows when it was last updated. Material changes will be communicated through the Site before they take effect. Continued use of the Site or our services after a change constitutes acceptance of the updated policy.

For any question about this policy or your personal data: contact@pawmiable.in, +91 99719 09459, or write to us at the address above.