Privacy Policy
Effective Date: June 2025
Introduction
Floofers Holdings Private Limited (“Floofers”, “we”, “us” or “our”) is an Indian company (incorporated under the Companies Act, 2013) that owns and operates the Floofers online pet services marketplace, including our website and mobile application (collectively, the “Platform”). We are committed to protecting your privacy. This Privacy Policy describes how we collect, use, disclose, and safeguard your personal information when you use our Platform. It is published in accordance with Rule 3(1) of the Information Technology (Intermediaries Guidelines) Rules, 2011 and the applicable provisions of the Information Technology Act, 2000 and associated rules. All use of the Platform is subject to this Privacy Policy and applicable laws of India.
By accessing or using the Platform, you acknowledge that you have read this Privacy Policy and agree to be bound by it. You consent to the collection, use, storage, and disclosure of your information as described in this Privacy Policy. If you do not agree, please do not use or access our Platform. This Privacy Policy applies to current and former users of our Platform and to all services offered by Floofers. We may update this Policy from time to time as described below in the “Changes to this Privacy Policy” section.
Information We Collect
We collect various types of information from and about users of our Platform, including personal information. “Personal information” means information about an individual that can identify them (whether directly or indirectly). The types of information Floofers may collect include:
Account and Contact Information: When you register or create an account, we collect information such as your name, email address, phone number, postal address, login credentials (username and password), and profile details. We may also collect identity verification information (like government ID details) if needed for certain services or as required by law or our trust & safety processes.
Pet Information: As a pet services platform, we collect information about your pet(s) that you choose to provide. This may include your pet’s name, breed, age, gender, photographs, health or vaccination information, and any special needs or preferences. We use this information to help match you with appropriate service providers and to ensure your pet receives suitable care.
Service Usage Data: We collect information about your interactions with the Platform and services. For example, when you book a pet service (such as grooming, boarding, walking, veterinary consultation, etc.), we collect details of the booking such as the service type, date and time, location of service, and the service provider or host involved. We keep records of your transactions, order history, inquiries, and any reviews, ratings, or feedback you provide. If you communicate with service providers or with our customer support (via chat, email, or phone), we may collect transcripts or records of those communications for quality and training purposes.
Device and Technical Information: We automatically collect certain information about the device and browser you use to access the Platform. This can include your device type (e.g. smartphone, tablet, PC), operating system and version, unique device identifiers or advertising ID, browser type, IP address, mobile network information, and the date and time of your visits. We also collect data about how you navigate and use the Platform (pages or screens viewed, features used, referral source which led you to our Platform, errors or crash reports). This technical data helps us ensure our Platform is functioning properly, to debug issues, and to optimize our services for different devices and users.
Location Data: Floofers may collect your location information to provide location-based services. If you use our mobile app or enable location services on the website, we will collect geo-location data from your device (such as your GPS coordinates or approximate location based on IP address). We use location data to connect you with nearby service providers (for example, showing pet sitters or dog walkers in your vicinity), to calculate travel distances, and to enhance safety (for instance, allowing pet parents and walkers to track each other during a walk). We only collect precise location data if you grant us permission through your device settings. You can choose to disable location access at any time via your device or browser settings, though certain features (like finding nearby providers) may not function without it.
Payment and Financial Information: When you make purchases or bookings through the Platform, you may provide payment details such as your credit/debit card information, UPI ID, or other payment account information. We use third-party payment gateways/processing partners to handle payment transactions securely. Floofers does not store full financial details like complete card numbers on our servers; however, we do store transaction references and minimal information necessary for record-keeping (e.g., last 4 digits of card, cardholder name, billing address) and our payment partners may retain your payment data in accordance with their own privacy policies. Any Sensitive Personal Data (such as financial information or passwords) is collected and processed in strict compliance with Indian law and only for the purposes for which you provided it.
Cookies and Tracking Technologies: Like most online services, we use cookies, pixels, and similar tracking technologies on our website (see Cookies and Tracking Technologies section below for details). These technologies collect data about your browsing actions and usage patterns on our Platform, such as pages viewed, time spent, and links clicked. They help us recognize you, remember your preferences, and improve your user experience. Some cookies also support our advertising and analytics efforts by providing insight into how you use our services.
Information from Third Parties: We may receive information about you from third-party sources. For example, if you link or log in to Floofers via a social media account (such as Google or Facebook), we might receive your name and email from those services (according to your settings and their privacy policies). Also, if you participate in referral programs, promotions or sign up via a partner, they might share your registration info with us. Additionally, if you are a pet service provider/host on our Platform, we may collect public information about you or verify information via background check services or identity verification providers, as permitted by law.
Public Content: Any content you post publicly on the Platform (such as reviews, ratings, comments or pet listings visible to other users) is visible to others and may be stored by us. Please be careful and avoid posting any personal information that you wouldn’t want to be publicly available. Once posted publicly, user-generated content (including any personal data it contains) can be read, collected or used by others outside of our control.
Note: We do not intentionally collect any personal information that is not relevant to providing our services. We do not collect any sensitive personal data or information (“SPDI” as defined under Indian law) unless it is necessary for providing our services to you. SPDI may include information like passwords, financial information, health or medical details, etc. Where we do collect such information (for example, your password for account login, or pet health info for vet services), we ensure it is used only for its intended purpose and with your explicit or implied consent. You have the option not to provide certain information – however, please understand that without that information, we may not be able to offer you the full range of our services or some features of the Platform.
Use of Personal Information
We use the personal and other information we collect for various purposes to operate and improve our Platform, to provide you with the services you request, and for other legitimate business and legal purposes. The uses of your information include:
Providing and Improving Services: We use your information to facilitate the pet services you request through the Platform. For example, we use personal and pet information to match pet owners with suitable service providers, to process bookings and payments, and to coordinate details of services (such as pet pick-up/drop-off arrangements). We also analyze usage data and feedback to understand how our services are used, so we can improve the Platform’s functionality, user interface, and content.
Account Management: Your information is used to create, maintain, and manage your user account. This includes allowing you to log in, updating your profile or pet listings, and enabling certain features like saving your preferences, service history, and wishlists. We may also use the information to authenticate your identity (for example, if you request a password reset, or to verify your identity in the case of providers).
Communication: We use contact information (email, phone number) to communicate with you about your bookings and use of the Platform. This includes sending booking confirmations, reminders, invoices/receipts, and updates on service requests. We may also notify you about important changes to the Platform, our terms or policies. If you contact us for support, we will use your information to respond to your questions or issues, and may follow up to ensure your queries are resolved.
Customer Support and Safety: Your information helps us provide customer support and ensure trust and safety on our Platform. For instance, we may use your details and history to resolve disputes, troubleshoot problems, or assist you with any issues during a pet service. We also use personal and location data to enhance safety – for example, tracking the real-time location of a dog walker and notifying the pet owner, or allowing users to share their live location with trusted contacts during a service. If necessary, we may use information to mediate between pet owners and providers or to reimburse/insurance claims if such programs are in place.
Personalization: We may use data about you and your pet(s) to personalize your experience. This can include showing you relevant service providers or promotions based on your location or past usage, recommending services that might interest you (for example, a grooming service if you frequently book vet checkups for your pet), and tailoring the content displayed to you on the Platform (such as blog articles, new feature announcements, or pet care tips relevant to your profile).
Marketing and Promotions: With your consent or as permitted by applicable law, we may use your contact details to send you marketing communications. These may include promotional emails, SMS, or in-app notifications about new services, special offers, pet care content, or events from Floofers. We may also inform you about deals from our partners or affiliates in the pet care industry (for example, pet product discounts, training workshops, etc.), but we will do so only in accordance with your marketing preferences. You can opt-out of receiving promotional messages at any time (see User Rights and Choices below). We do not spam; and we will not use sensitive information (like financial or health data) for marketing purposes without your explicit consent.
Facilitating Provider-User Interactions: On our marketplace, we enable communications between pet owners and service providers (such as chat or calling features within the app, or sharing of contact details when a booking is confirmed). We use your information to facilitate these interactions in a secure and controlled manner. For example, when you book a pet sitter, we share your first name and pet details with the sitter, and share the sitter’s profile information with you, so both parties can coordinate. We may monitor or record these communications (with notice to you) for trust & safety and support purposes.
Analytics and Product Development: We may use data (typically in aggregated or pseudonymized form) to perform analytics on usage trends, service demand, and user behavior. This helps us understand how our business is performing and where improvements are needed. For instance, usage data might tell us which cities have high demand for dog walkers, guiding our expansion plans. We also carry out statistical analysis to develop new features or services and to test and enhance existing ones. Internal analytics may include machine learning or algorithmic analysis on aggregated data to improve matchmaking between pet parents and providers.
Security and Fraud Prevention: We use information to maintain the security of our Platform, users, and business. This includes using data to detect and prevent fraudulent transactions or suspicious activities (for example, flagging multiple failed login attempts or detecting misuse of promotional credits). We may use identity and device information to verify users and to block unauthorized or abusive behavior. Information may also be used to enforce our Terms & Conditions, to protect our rights and the rights of other users, and to investigate potential fraud, violations, or security breaches.
Legal Compliance: In certain cases, we may need to process personal information to comply with legal obligations. For example, we may retain transaction records to meet tax and accounting requirements, or use/disclose information as required to respond to lawful requests by public authorities (such as verifying pet vaccination records if mandated, or providing information to regulators or law enforcement under proper legal process). We may also use your data to exercise or defend our legal rights in court, arbitration, or similar proceedings, if necessary.
Other Purposes with Consent: If we intend to use your personal information for any purpose not covered above, we will seek your consent if required. For instance, if we ever wish to use a customer testimonial or story involving your personal experience, we would only do so with your permission. Similarly, if you participate in a survey, contest or beta testing program, we will inform you if any additional data will be collected and how it will be used, allowing you to consent or decline.
We ensure that all personal information is processed fairly and lawfully, and only for the purposes that you have been informed about. We do not use your personal data in ways that are incompatible with the purpose for which it was collected, unless such use is required or permitted by law.
Sharing of Personal Information
Floofers understands the importance of keeping your personal information confidential. We do not sell, rent, or trade your personal data to unrelated third parties for their own marketing use. However, we may share your information with third parties in certain situations, as outlined below, in order to run our business and provide our services to you. Whenever we share data, we do so only to the extent necessary and with appropriate safeguards in place:
With Pet Service Providers (Hosts/Caregivers): When you book a service through our Platform, we share necessary information with the pet service provider (such as the groomer, boarder, walker, or veterinarian you are booking with). This includes your name, general location (and precise address if the service is at your home), contact information (phone number or in-app calling access), and relevant pet information or instructions you provided. Likewise, we share the provider’s information with you. This mutual exchange is essential for both parties to coordinate and fulfill the service. Service providers are bound by our terms and/or separate agreements to keep your information confidential and to use it only for the purpose of providing the service.
With Third-Party Service Vendors: We employ other companies and individuals to perform functions on our behalf. These trusted third-party vendors include, for example:
Payment Processors and Banks: to handle secure payment transactions and refunds (e.g., payment gateway services).
Cloud Hosting and IT Infrastructure Providers: to store data or enable our Platform to function (e.g., cloud servers, database hosting, email/SMS delivery services).
Analytics and Marketing Partners: to help us analyze data and improve our marketing efforts (e.g., Google Analytics for usage analytics, or marketing agencies executing campaigns on our behalf).
Customer Support Tools: providers of software or services that enable our customer support (for instance, a CRM system or call center service).
Other Operational Partners: such as identity verification or background check services (to vet service providers), map and location services (e.g., Google Maps for showing service locations), or logistics/courier services if we ever arrange pet transport.
These third parties only receive the information necessary to perform their specific obligations and are contractually obligated to handle your data securely and only for the purposes we dictate. We require that these service providers adhere to strict data protection and confidentiality provisions that are consistent with this Privacy Policy and Indian privacy laws.
For Legal Requirements and Safety: We may disclose personal information to third parties if we believe in good faith that such disclosure is necessary to:
Comply with any applicable law, regulation, legal process, or enforceable governmental request. This could include responding to court orders, subpoenas, or requests from law enforcement or government authorities.
Enforce our Terms & Conditions, investigate potential violations, or protect the security or integrity of our Platform.
Protect and defend the rights, property, or safety of Floofers, our users, or the public. For example, we might share information with law enforcement agencies or relevant authorities to report suspected illegal activity, fraud, or to prevent harm or financial loss.
Address emergencies, such as preventing an imminent harm to any person or pet (where releasing information is justified to assist in the emergency situation).
Business Transfers: In the event that Floofers undergoes a business transition such as a merger, acquisition by another company, reorganization, or sale of all or a portion of its assets, user information (including personal data) is typically one of the assets that would be transferred or acquired by a third party. If such a transfer occurs, the successor entity will either continue to honor this Privacy Policy or we will ensure you receive advance notice and/or obtain your consent if required by law for any changes to how your data will be handled.
With Your Consent: Apart from the cases listed above, we will only share your personal information with third parties when you have given us your explicit consent to do so. For instance, if you opt-in to a program where Floofers partners with a pet insurance company and you agree to have your details shared for a quote, or if you direct us to share data with a third-party service or platform, we will do so at your direction. You have the right to revoke such consent at any time, in which case we will stop any future sharing with that third party.
In all cases of sharing, we strive to minimize the amount of personal information disclosed to what is directly relevant and necessary to accomplish the specified purpose. Any third parties with whom we share personal data are obligated to protect that information in accordance with applicable laws and to use it only for the purposes for which it was provided. If any personal data is shared with service providers outside of Floofers, we remain responsible for the protection of your information as per the terms of this Policy and applicable law.
Cookies and Tracking Technologies
Our Platform uses cookies and similar tracking technologies to distinguish you from other users and to improve your experience on our website. A cookie is a small text file that is placed on your browser or device when you visit certain websites. We also may use related technologies like web beacons, pixels, and mobile identifiers. Here is how we use them and how you can control them:
Types of Cookies We Use: We use both session cookies (which expire once you close your web browser) and persistent cookies (which stay on your device for a set period or until you delete them). Cookies on our Platform may be set by us (first-party cookies) or by third-party services we use (third-party cookies). The cookies and trackers on Floofers serve various purposes, including:
Essential Cookies: These are necessary for the Platform to function properly. For example, they allow you to stay logged in as you navigate through pages, remember items or information you enter during your session, and enable core features like secure account access and transaction processing. Without these cookies, the services you have asked for (such as adding bookings to your cart or checking out) cannot be provided.
Functional Cookies: These cookies remember your preferences and enhance your experience. For instance, they may recall your language preference, the city you last selected, or other customizations so that you don’t have to re-enter information each time. They help us personalize content for you, such as showing relevant service categories or pet care tips.
Analytics Cookies: We use analytics and performance tracking technologies to understand how users use our Platform. These cookies collect information about page visits, traffic sources, user behavior (e.g., which pages are most popular, how long users stay, how they move around the site). This data is aggregated and does not directly identify individual users. It helps us diagnose technical issues, measure the effectiveness of new features, and improve our services. We may use third-party analytics tools (like Google Analytics or similar) which set their own cookies to assist with this analysis.
Advertising and Marketing Cookies: If we ever display advertisements or promotions, we (or our third-party advertising partners) may use cookies or pixels to deliver relevant ads to you on our Platform or other sites, and to measure the performance of ad campaigns. For example, if you looked at pet boarding services on Floofers, you may later see an advertisement about Floofers on a partner website. These cookies might track your browsing activity across sites to tailor advertising (this is sometimes called retargeting). We will only use such advertising cookies in compliance with applicable law, and you may opt out as described below.
Web Beacons and SDKs: In addition to cookies, we may use small graphic images known as web beacons (or “clear GIFs”) on our website or emails. These are used in conjunction with cookies to track things like user interactions or whether an email was opened. In our mobile app, we might use analogous tracking through software development kits (SDKs) or device IDs that help us understand app usage and deliver push notifications or in-app messages.
User Control Over Cookies: Your privacy choices are important to us. You have several options to manage or limit how cookies and similar technologies are used:
Browser Settings: Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies or alert you when cookies are being sent. Check your browser’s help section for instructions on how to delete or disable cookies. Please note that if you disable or reject cookies, some features of our website might not function properly. For example, you may not be able to stay logged in or use certain interactive features.
Third-Party Opt-Out: For analytics cookies, you can opt-out of Google Analytics by installing the Google Analytics Opt-out Browser Add-on, or opt out of interest-based advertising cookies through tools provided by industry groups (such as the Digital Advertising Alliance’s WebChoices or the Network Advertising Initiative’s opt-out page). Similarly, on mobile devices, you can usually limit ad tracking via your device settings (for instance, on Android or iOS, you can reset your advertising ID or enable a “Limit Ad Tracking” option).
Do Not Track: Some browsers have a “Do Not Track” feature that lets you tell websites you do not want to have your online activities tracked. Currently, there is no industry standard for recognizing or honoring DNT signals, and our Platform may not respond to these signals. However, you can use the other tools mentioned above to control data collection.
Consent for Cookies: When you first visit our website, you may see a cookies notice or banner. By using our site after seeing that notice, you consent to the use of cookies and similar technologies as described in this Policy. You can always adjust your cookie preferences as described. Remember that any preferences are browser and device-specific, so you may need to set them for each browser or device you use to access Floofers.
If you have any questions about our use of cookies or how to manage them, feel free to contact us. We also update our cookie practices from time to time, so refer back to this section for the latest information on our use of tracking technologies.
Data Security
We take the security of your personal information very seriously. Floofers implements a variety of technical and organizational security measures to help protect your data from unauthorized access, use, alteration, and destruction. These measures include, but are not limited to:
Encryption: We use encryption protocols to protect data transmissions. When you enter personal information on our Platform (for example, during registration or payment), that information is encrypted using Secure Socket Layer (SSL/TLS) technology. This means data exchanged between your browser/app and our servers is encoded to prevent eavesdropping. We also encrypt sensitive data at rest in our databases wherever feasible (especially for any sensitive personal data or financial information).
Access Controls: We restrict access to personal information to authorized employees, contractors, and service providers who need to know that information in order to process it for us. These persons are bound by strict confidentiality obligations. Our systems and internal networks are protected by firewalls and access is controlled via role-based access controls and authentication mechanisms. Each employee at Floofers is trained on the importance of data privacy and security, and they are required to adhere to our internal security policies.
Security Audits and Practices: We follow industry best practices for information security and periodically review our systems for vulnerabilities and attacks. Our security team monitors for potential threats and has established procedures to handle any suspected breach of personal data. We continuously update our security protocols and tools to address new threats and vulnerabilities. Floofers may also maintain compliance with recognized standards or frameworks (such as ISO/IEC 27001 or equivalent “Reasonable Security Practices” as defined under Indian law) to further demonstrate our commitment to data security.
Payment Security: All payment transactions on our Platform are handled through PCI-DSS compliant payment gateways. We do not directly store your payment credentials (like full credit card numbers). Our partners process payments using secure, encrypted connections and tokenization techniques, which adds an additional layer of security for financial data. We advise you to also follow safe practices when making payments, such as using secure networks and not sharing OTPs or card PINs with anyone.
User Responsibilities: While we take significant steps to safeguard your information, it is also important for you to play a role in keeping your data secure. Choose a strong, unique password for your Floofers account and do not share it with others. If you suspect that your account or information has been compromised (for example, if you notice unauthorized activity on your account or your password is stolen), please notify us immediately so we can assist in protecting your account. Log out of your account after finishing a session on a shared device, and avoid using public computers to access sensitive parts of the Platform.
No Guarantee: Despite our best efforts, no method of transmission over the Internet or method of electronic storage is 100% secure. While we strive to protect your personal data, we cannot guarantee absolute security. In the unlikely event of a data breach or security incident, we will take appropriate steps to contain and mitigate the incident. Where required by law, we will also inform you and the relevant authorities of any breach affecting your personal data, along with remedial actions taken.
By using our Platform, you acknowledge that you understand the inherent risks of data transmission over the internet and agree that you will not hold Floofers responsible for any breach of security that is beyond our control. We are continuously working to ensure a secure environment for your data and to update our security measures in line with technological advancements.
Data Storage and International Transfers
All personal information collected by Floofers is stored and processed within India. We are mindful of Indian data protection requirements and, as a policy, do not transfer your personal data outside of India. Our servers and data centers are located in India, and we choose service providers who either operate from India or store data on servers located in India, whenever feasible. This approach ensures that your data remains subject to the legal protections of Indian law.
In the normal course of business, we do not anticipate needing to transmit your personal information to any entity outside India. If in the future we find it necessary to transfer certain data to servers or third parties in another country (for example, if we use a specialized cloud service or support team based overseas), we will do so only in compliance with applicable laws. This means we would ensure that the recipient country or the organization provides an adequate level of data protection as required under Indian law, or we will obtain your consent for such transfer if mandated. We will also implement necessary safeguards (such as contractual clauses or encryption) to protect the security and privacy of your information in any cross-border scenario.
By using the Platform, you agree to such potential transfer, storage, and processing of your information within India. In the event personal data is ever transferred outside India, you will be notified through an update of this Privacy Policy or at the time of data collection, and we will ensure that your data receives the same level of protection as it would under Indian jurisdiction.
Data Retention
We will retain your personal information only for as long as necessary to fulfill the purposes for which it was collected, as outlined in this Privacy Policy, unless a longer retention period is required or permitted by law. Specifically:
Active Account Data: If you have an account with Floofers, we will keep your profile information, pet details, and transaction history for as long as your account is active. This allows us to provide you with your booking history, repeat services, and improved recommendations. You may update or correct your account information at any time via the Platform or by contacting us (see User Rights and Choices below).
During Ongoing Services or Transactions: We retain information related to any pending transactions, disputes, or customer service matters until they are resolved or completed. For example, if you have a booking in progress or a complaint under review, we will retain whatever information is needed to see it through completion.
After Account Deactivation/Deletion: If you choose to delete your account or request that we delete your personal data, we will promptly initiate the deletion process for the information not required to be retained. However, please note:
We may retain certain data for a limited period in backups or archives, or as required for legal, tax, or regulatory purposes. For instance, records of payments or invoices may be kept for financial reporting and audit compliance. Similarly, we might retain information to enforce our rights (such as resolving any disputes, preventing fraud, or collecting any fees owed, if applicable).
Any data we retain will be handled in accordance with this Privacy Policy and applicable laws. When there is no longer a need to retain personal data, we will securely delete it or anonymize it so that it can no longer be associated with you.
Logs and Analytics Data: Aggregated or anonymized data that does not identify you may be retained indefinitely for analytical purposes, improvement of our services, and historical record. This data cannot be traced back to any individual and may include things like overall usage statistics, service demand trends, etc.
Communication Records: We may retain correspondence or communications you send to us (such as emails or chat logs with customer support) for a certain period after resolution, in case you later raise additional questions or for our training and quality assurance purposes.
In summary, we minimize retention of personal data to what is necessary. When we no longer need your personal information, we ensure it is securely erased or anonymized. If you have specific questions about our data retention practices (for example, if you want to know if we still have certain information about you), you can contact our Grievance Officer (details provided below).
User Rights and Choices
We value your control over your personal information. In accordance with applicable law (including the Information Technology Act and rules thereunder), you have certain rights with respect to the data that we hold about you. We strive to provide you with access to your personal information and choices about how it is used. Below is an overview of your rights and how you can exercise them:
Right to Access Your Information: You have the right to request access to the personal information we hold about you. This includes asking for details of the information, and obtaining a copy of it. Most of your basic account and pet information can be accessed directly by logging into your Floofers account (Profile section). For any additional information that is not readily available on your account, you can send us a request (see Grievance Officer contact below). We will provide the information to you in a reasonable time, usually within 30 days as required by law.
Right to Rectification (Correct or Update): If any of your personal details we have are incorrect or have changed (for example, you changed your phone number or your pet passed away or was adopted by someone else), you have the right to have this information corrected or updated. You can directly edit much of your information through your account settings. If you need assistance to update something (like changing the email associated with your account or correcting information that you cannot edit yourself), you can contact us and we will help make the corrections promptly.
Right to Withdraw Consent: In situations where we rely on your consent to process your personal data (for example, for sending marketing emails or collecting precise location data via the app), you have the right to withdraw that consent at any time. For marketing communications, you can use the “unsubscribe” link in the emails/SMS we send or adjust your notification settings in the app to opt out of promotional messages. For location or push notification access, you can turn off those permissions in your device settings. Please note that withdrawal of consent will not affect the lawfulness of any processing we conducted prior to your withdrawal, and in some cases, it may mean we cannot provide certain services to you (for instance, if you withdraw consent to location tracking during a dog walking service, we may not be able to facilitate the live tracking feature).
Right to Deletion (Right to be Forgotten): You may request that we delete your personal information. If you wish to close your account and have your personal data removed from our systems, you can do so by contacting us with a deletion request. We will delete or anonymize the personal data we hold about you without undue delay, provided that it is feasible and no longer required for the purposes it was collected. Do note that we might retain some information for reasons stated in the Data Retention section (such as legal compliance, or to maintain records of transactions). If only certain information is requested to be deleted (and not the entire account), we will accommodate that if possible (for example, deleting a particular pet’s profile or a posted review) while ensuring it does not affect our ability to provide the service you have ongoing.
Right to Object or Restrict Processing: In certain scenarios, you may have the right to object to or ask us to restrict the processing of your personal information. For example, if you believe we are processing some data unlawfully or beyond the purpose for which it was collected, you can object. You can also ask us to temporarily limit processing if you are in the process of verifying or correcting your data. We will review such requests and comply when required. In contexts where applicable law (like forthcoming data protection laws) provides more expansive rights, we will respect those rights to the extent they apply to our operations.
Managing Cookies and Tracking: As detailed in the Cookies section, you have the ability to manage cookies through browser settings and other tools. You can also opt out of targeted advertising through industry opt-outs. If you do not want your usage of the website to be tracked by analytics, you can take the steps mentioned earlier to disable those. Keep in mind that completely opting out of cookies might degrade your user experience.
Opting Out of Marketing: We reiterate that you can opt out of marketing communications from Floofers at any time. Every promotional email or SMS we send will contain instructions allowing you to opt out. You can also adjust preferences in your account settings or contact customer support to be removed from our marketing lists. Transactional and service-related communications (like booking confirmations, important notices about your account or services) are not subject to opt-out as they are necessary for providing our services to you.
Access via Device Permissions: You have choices on your mobile device to allow or deny certain data collection. For example, you can decide whether to allow the Floofers app to access your location, your camera/photos (if uploading pet images), or to send you push notifications. You can grant or revoke these permissions at any time through your device’s settings (typically under “Privacy” settings for each permission). If you revoke permissions, certain features of the app may become unavailable (e.g., you won’t be able to upload a profile picture if camera access is denied, or you won’t receive real-time alerts if push notifications are turned off).
No Discrimination: Floofers will not discriminate against you for exercising any of these rights. For example, if you choose to opt out of marketing or request deletion, we will not deny you access to our service or provide a lesser experience, except that we may be unable to provide certain features that rely on the data you asked us to delete or stop processing.
To exercise any of your rights or choices, or to ask questions about your rights, you can reach out to our Grievance Officer or support team (contact details provided in the Grievance Officer and Contact Information section below). We may need to verify your identity before fulfilling certain requests (to ensure we don’t disclose data to the wrong person), so we might ask for information or identification to confirm you are the account holder. We will respond to your requests within a reasonable timeframe, typically within 30 days or as required under applicable law. In case we need more time or are unable to fulfill your request (due to legal reasons), we will inform you of the reason and the extension period.
Children’s Privacy
Our services are not intended for children under the age of 18. Floofers does not knowingly allow individuals under 18 years of age to register as users or to use the Platform without parental consent and supervision. We do not knowingly collect personal information from anyone under 18. If you are under 18, you must not use or attempt to use our Platform or provide any personal information about yourself or your pet to us. Pet care services should be booked by adults (or by minors only with the involvement of a parent or legal guardian).
If we become aware that we have inadvertently collected personal data from a person who is under 18 years old, we will take steps to delete such information promptly from our records. Parents or guardians: if you believe that your child under 18 has used our Platform or provided any personal information to us without your consent, please contact our Grievance Officer immediately (see contact details below). We will investigate and, if applicable, erase that data from our systems.
Floofers strongly encourages parents and guardians to monitor their children’s online activities and educate them about safe internet use. We also encourage pet service providers to verify that any client they serve is an adult or is supervised by an adult, especially in cases like pet adoption or transactions that might involve a minor. Ultimately, the safety of children online is a shared responsibility, and we are committed to doing our part by not targeting or catering our services to minors.
Changes to this Privacy Policy
We may update or modify this Privacy Policy from time to time to reflect changes in our practices, technologies, legal requirements, and other factors. When we make changes, we will revise the “Effective Date” at the top of this Policy to indicate when the revisions were made. Any updated policy will be posted on our Platform and, if the changes are significant, we will take additional steps to notify you of such changes. This could include displaying a prominent notice on our website or app, or sending you an email/SMS notification.
Significant changes might include, for example, any new purposes for which we start processing personal data, changes in our identity (such as a merger or acquisition), changes in data sharing practices, or if we start transferring data outside India contrary to our current policy. Minor changes, such as clarifications or typographical corrections, may not be specifically communicated, so we encourage you to review this Privacy Policy periodically.
Your continued use of the Platform after any changes to this Privacy Policy signifies your acceptance of the updated terms. If you do not agree with the changes or any term in the updated Policy, you should discontinue use of our services and may request deletion of your data as outlined above. We will always indicate the date of the latest revision for your reference. If you have any questions about the changes or need any clarification, feel free to contact us.
Grievance Officer and Contact Information
In accordance with the Information Technology Act, 2000 and the rules made thereunder, the contact details of the Grievance Officer for Floofers are provided below. If you have any grievances, complaints, concerns, or questions regarding this Privacy Policy or the handling of your personal information, you may reach out to our Grievance Officer. We are committed to addressing and resolving user grievances in a timely manner.
Grievance Officer: Rohit Vijayan
Designation: Grievance Officer – Floofers Holdings Private Limited
Email: contact@floofers.co.in
Postal Address: TBC
Contact Number (if applicable): TBC
The Grievance Officer is available on business days (Monday to Friday, except public holidays) from 10:00 AM to 6:00 PM (IST). We will acknowledge receipt of your complaint or query typically within 24-48 hours. The Grievance Officer will work with you to address your concern and resolve any issues. As per the applicable rules, we will strive to resolve your grievance within 30 days of receiving it. If the nature of your concern requires more time to investigate or address, we will keep you informed about the progress and expected resolution time.
In addition to the Grievance Officer’s contact, you can also reach out to Floofers’ general customer support at support@floofers.com or through the help section of our Platform for any general inquiries or assistance.
We value your privacy and trust. If you have any questions about this Privacy Policy or our data practices that were not addressed here, please do not hesitate to contact us. By using the Platform, you acknowledge that you have read and understood this Privacy Policy and agree to be bound by it. Thank you for trusting Floofers with your pet care needs and personal information – we are dedicated to keeping that trust and protecting your data.