Privacy Policy — PawSure

PawSure Privacy Policy

PawSure exists to help Pet Owners(“Owners”) find safe, reliable, and caring homes for their pets when they need support. Trust is essential to this relationship, especially when it involves the care of a living being. Protecting your privacy and being transparent about how your information is used is a core part of how PawSure operates.

This Privacy Policy explains how TiggerTheCat Labs OPC Pvt. Ltd. (“PawSure™”, “we”, “us”, or “our”) collects, uses, shares, and protects personal information when you access or use the PawSure application and related services (the “Platform”).

This Privacy Policy applies only to PawSure and to Users located in India. Our processing of personal data is governed by applicable Indian law, including the Digital Personal Data Protection Act, 2023 (“DPDP Act”), and this Policy should be read together with our Terms and Conditions.

By creating an account on PawSure or otherwise using the Platform, you confirm that you have read and understood this Privacy Policy and consent to the processing of your personal data as described, where consent is the applicable legal basis.

1. Who Controls Your Personal Information

1.1 Data Fiduciary

For the purposes of this Privacy Policy and applicable Indian law, including the Digital Personal Data Protection Act, 2023, TiggerTheCat Labs OPC Pvt. Ltd. is the entity responsible for determining the purposes and means of processing your personal data (the “Data Fiduciary”).

Where this Privacy Policy refers to “PawSure,” “we,” “us,” or “our,” it refers to TiggerTheCat Labs OPC Pvt. Ltd., an Indian company that owns and operates the PawSure Platform.

All personal data collected through or in connection with the PawSure Platform is processed under the control of PawSure, in accordance with this Privacy Policy and applicable law.

1.2 Payment Processing

PawSure facilitates payments for Bookings through third-party payment service providers. These providers process payment information on PawSure’s behalf and act as data processors for the limited purpose of enabling secure payment transactions.

PawSure utilizes industry-standard on-device encryption (via Evervault) to secure sensitive financial data. Bank account details, PANs, and UPI IDs are encrypted on your device before reaching our servers. We do not store this sensitive financial information in plaintext within our databases.

2. Personal Information We Collect

We collect only the personal information that is reasonably necessary to operate the PawSure Platform, facilitate Bookings, ensure pet safety, and comply with applicable law. The information we collect depends on how you use the Platform and the features you choose to access.

2.1 Information Required to Use PawSure

To create an account and use core features of the Platform, we collect:

2.1.1 Account and Contact Information

Mobile phone number, which is used for OTP-based login and account verification;
Name and basic profile information you choose to provide; and
Date of birth, where required, for age verification and to ensure compliance with minimum age requirements.

You may also choose to provide:

a profile photo; and
an email address, which may be used for optional communications or future features.

PawSure is not intended for use by individuals under the age of 18, and we do not knowingly collect personal data from children. If we become aware that personal data of a child has been collected, we will take reasonable steps to delete such data.

Your mobile phone number and age verification are required to access the Platform and request or accept Bookings. Other information listed above is optional and may enhance your experience but is not required to use core features of PawSure.

If you lose access to your registered contact information, additional verification may be required to secure your account.

Phone numbers used for OTP-based authentication may be processed through third-party messaging providers such as WhatsApp and SMS gateways solely for account verification and essential service communications.

2.1.2 Pet Information

If you assume the role of an Owner, we collect information about your pet that you choose to provide, including:

Pet name, species (dog or cat), age, breed, size
Vaccination status and routine care details
Behavioural traits, temperament, dietary needs, and owner-provided medical or care notes
Emergency contact details

This information is used to help the Host make informed decisions and to support pet safety.

By providing emergency contact details, you represent that you have informed the individual and have the authority to share their information for this purpose.

2.1.3 Host Profile and Home Information

If you register as a Host, you may be asked to provide additional information to help Owners make informed decisions and to support safe and compatible Bookings. This information is provided voluntarily and may include:

details about your home environment (such as apartment or house type, indoor/outdoor access, presence of balconies or open areas);
information about people or pets living in your household;
lifestyle-related information relevant to pet care (such as daily routines, work-from-home status, time spent at home, or experience with dogs or cats);
hosting preferences, limitations, and care practices.

This information is self-declared by Hosts and is displayed to Pet Owners through the Platform as part of the Host profile. PawSure does not independently verify, inspect, or certify Host homes or lifestyles, and this information is shared solely to support transparency, compatibility, and pet safety. Hosts should not provide sensitive personal information about other household members, and PawSure does not require or collect identifying details about minors.

2.1.4 Booking and Transaction Information

When you request or complete a Booking, we collect:

Booking dates, duration, and status
Pricing and payment status
Refunds, cancellations, and payout records

2.2 Information You Choose to Provide

You may choose to provide additional information, including:

Reviews, ratings, and feedback
Messages exchanged through the in-app chat
Emergency contact information
Information submitted to customer support
Content submitted for contests, polls, quizzes, or community features (where applicable and with consent)

2.3 Communications Information

We collect information relating to communications made through the PawSure Platform, including:

In-app chat messages
Support conversations and correspondence
System-generated notifications related to Bookings and account activity

These communications may be reviewed or retained for safety, incident investigation, dispute resolution, enforcement, and legal compliance, in accordance with this Privacy Policy. Access to such communications is limited to what is reasonably necessary and proportionate for these purposes.

2.4 Information Automatically Collected

When you use the Platform, we automatically collect certain limited technical information, such as:

IP address and device identifiers
Device type, operating system, and app version
Log data relating to usage, errors, and security events

This information helps us maintain Platform security, prevent fraud, investigate incidents, and improve performance.

2.5 Information We Do Not Collect

PawSure does not:

Collect biometric data
Perform background or criminal checks
Track precise location continuously or in the background
Collect human health or medical information
Scrape data from social media or third-party websites
Sell personal data to advertisers or data brokers

For Hosts, we collect government-issued identifiers (specifically, your Permanent Account Number or PAN) and bank account details. This information is securely encrypted via Evervault and used for mandatory KYC (Know Your Customer) identity verification processed through Cashfree, as well as for processing payouts and ensuring tax compliance (including TDS).

If any such practices are introduced in the future, they will be subject to clear notice and, where required, your explicit consent.

3. How We Use Personal Information

We use personal information only for purposes that are reasonably necessary to operate the PawSure Platform, facilitate safe and reliable Bookings, protect pets and Users, and comply with applicable law.

3.1 Operate the PawSure Platform

We use personal information to:

create and manage User accounts;
enable Owners and Hosts to request, accept, and manage Bookings;
facilitate communication between Users through the in-app chat;
provide customer support and respond to requests or inquiries;
send essential service-related messages, including Booking updates, security alerts, and account notifications.

We process personal data for purposes including performing our contractual obligations, complying with legal requirements, and operating the Platform, and we do not engage in automated decision-making that produces legal or similarly significant effects on Users.

Processing is carried out based on consent, deemed consent, or other grounds permitted under applicable Indian law, including the Digital Personal Data Protection Act, 2023.

3.2 Facilitate Payments and Payouts

We use limited transaction and account information to:

facilitate payments from Owners and payouts to Hosts through third-party payment service providers;
process refunds, cancellations, and adjustments;
prevent fraud, misuse, or payment-related abuse; and
maintain accurate financial records for accounting and compliance purposes.

PawSure does not store sensitive payment credentials and does not provide payment services directly. To facilitate manual payouts to Hosts, authorized PawSure personnel may decrypt encrypted bank details through secure administrative interfaces solely for the purpose of executing transfers.

3.3 Support Matching, Transparency, and Compatibility

We use information provided by Users, including pet details and Host profile information, to:

display relevant Host profiles to Owners;
support compatibility between pets and Hosts based on stated preferences and care requirements; and
improve the quality and reliability of matches on the Platform.

Any matching or ranking is informational in nature and does not constitute a recommendation or guarantee.

3.4 Ensure Safety, Pet Welfare, and Platform Integrity

We use personal information to:

investigate reports of pet injury, illness, escape, abandonment, or misconduct;
respond to safety concerns, emergencies, or disputes;
detect, prevent, and address fraud, circumvention of Platform safeguards, or misuse of the Platform;
enforce our Terms and other Platform policies; and
protect the rights, safety, and well-being of pets, Users, and PawSure.

This may include reviewing relevant account activity, Booking records, and in-app communications where reasonably necessary.

3.5 Improve and Maintain the Platform

We use limited technical and usage information to:

monitor performance, diagnose errors, and fix bugs;
improve reliability, security, and user experience; and
develop or refine features consistent with the intended purpose of the Platform.

We do not use personal information for unrelated profiling or surveillance.

3.6 Communications and Optional Updates

Where permitted by law and subject to your preferences, we may use your contact information to:

send optional product updates, educational content, or announcements; and
invite participation in surveys, polls, contests, or community features.

You may opt out of non-essential communications at any time. Service-related and safety-critical communications may still be sent where necessary.

3.7 Legal Compliance

We may use and disclose personal information where required to:

comply with applicable laws, regulations, or legal processes;
respond to lawful requests from authorities; or
protect PawSure’s legal rights and obligations.

PawSure shares personal information only in limited circumstances that are necessary to operate the Platform, facilitate safe Bookings, protect pets and Users, and comply with applicable law. We do not sell personal data and do not share it for advertising or unrelated commercial purposes.

To enable Bookings and informed decision-making, certain information is shared between Users, including:

With Hosts:
information provided by Owners about their pet (such as age, breed, care needs, and behavioural notes), Booking details, and in-app messages.
With Owners:
Host profile information, including home-related details, hosting preferences, experience, reviews, and in-app messages.

Contact details such as phone numbers remain masked unless shared through Platform-controlled features. Users should not share personal contact or payment information outside the Platform.

We share limited personal information with trusted third-party service providers who support the operation of PawSure, including providers that assist with:

payment processing, payouts, and KYC/identity verification (e.g., Cashfree);
cloud hosting and infrastructure;
customer support and ticketing;
data security and encryption providers;
analytics, security monitoring, and fraud prevention; and
communications and notification delivery.

These service providers are contractually bound to use personal information only for the purposes specified by PawSure and to protect it in accordance with applicable law.

4.3 Legal, Safety, and Compliance Disclosures

We may disclose personal information where we reasonably believe it is necessary to:

comply with applicable laws, regulations, legal processes, or lawful requests from authorities;
respond to court orders, subpoenas, or regulatory inquiries;
investigate, prevent, or address suspected illegal activity, fraud, or safety risks;
protect the rights, safety, or property of Pets, Users, PawSure, or the public.

Where legally permitted, we may notify Users before making such disclosures.

4.4 Business Transfers

If PawSure is involved in a merger, acquisition, restructuring, or sale of assets, personal information may be transferred as part of that transaction. In such cases, we will ensure that any successor entity is bound by obligations consistent with this Privacy Policy and applicable law.

For clarity, PawSure does not:

sell personal information to third parties;
share data with advertisers or ad networks;
allow third parties to scrape or harvest User data;
disclose personal information for insurance, financing, or background-check purposes; or
make User profiles or pet information publicly searchable on the internet.

5. Third-Party Partners and Integrations

PawSure relies on certain third-party service providers and technical partners to operate, maintain, and improve the Platform. These third parties support limited functions such as payment processing, messaging delivery, infrastructure hosting, analytics, and customer support tools.

PawSure does not allow users to link their PawSure account with social media platforms or external third-party accounts, and we do not receive personal information from social networks or similar services.

5.1 Payment and Infrastructure Partners

Payments made through the PawSure Platform are processed by third-party payment service providers. PawSure utilizes industry-standard on-device encryption (via Evervault) to secure sensitive financial data. Bank account details, PANs, and UPI IDs are encrypted on your device before reaching our servers. We do not store this sensitive financial information in plaintext within our databases.

We engage third-party service providers for functions such as cloud hosting, data storage, payments, message delivery for authentication, performance monitoring, customer support tooling, communications, and analytics, under contractual obligations that require appropriate security and confidentiality measures.

Where required by law, we will notify users of material changes to our use of subprocessors.

These providers are granted access only to the personal information reasonably necessary to perform their services and are contractually required to protect such information and use it solely for permitted purposes.

5.2 Third-Party Privacy Policies

When you interact with third-party services used by PawSure (such as payment processors or communication providers), your information may be processed under their respective privacy policies in addition to this Privacy Policy.

PawSure does not control, and is not responsible for, the privacy practices of third-party service providers. We encourage you to review their privacy policies before engaging with their services.

5.3 No Third-Party Account Linking or Data Enrichment

PawSure does not:

allow linking of external accounts (such as Google, Facebook, or other platforms);
import contact lists, social graphs, or external profile data;
enrich user profiles using third-party datasets; or
share user data with advertisers, data brokers, or reward programs.

If PawSure introduces optional third-party integrations or account-linking features in the future, such features will be clearly disclosed and will be subject to user consent where required by law.

6. Location, Jurisdiction, and Applicability

PawSure is currently operated exclusively in India and is intended for use by individuals located in India.

All personal data collected and processed through the PawSure Platform is handled by PawSure as the data fiduciary under applicable Indian law, including the Digital Personal Data Protection Act, 2023 (“DPDP Act”).

If you change your place of residence or access the Platform from outside India, you acknowledge that:

PawSure may continue to process your personal data in accordance with this Privacy Policy and Indian law; and
certain features of the Platform may not be available or may be restricted.

Your rights in relation to your personal data, including rights of access, correction, and withdrawal of consent, are determined in accordance with applicable Indian law.

7. Your Rights and Choices

PawSure respects your privacy rights and processes personal data in accordance with applicable Indian law, including the Digital Personal Data Protection Act, 2023 (“DPDP Act”).

Subject to applicable law, you have the following rights in relation to your personal data:

7.1 Access and Information

You may request confirmation of whether PawSure processes your personal data and seek information about the categories of personal data collected, the purposes for which it is used, and the manner in which it is processed.

7.2 Correction and Updating

You may request correction of inaccurate or incomplete personal data or update your information through your account settings, where available. You are responsible for ensuring that the information you provide to PawSure is accurate and up to date.

7.3 Erasure

You may request deletion of your personal data, subject to:

PawSure’s legal, regulatory, or contractual obligations; and
the need to retain certain information for safety, dispute resolution, fraud prevention, or compliance purposes.

Deletion requests may result in loss of access to some or all features of the Platform.

Where PawSure relies on your consent to process personal data, you may withdraw such consent at any time. Withdrawal of consent may affect your ability to use the Platform or certain features, including the ability to make or accept Bookings.

Withdrawal requests can be made through account settings or by contacting PawSure as described below.

7.5 Account Management

You may access, review, and modify certain personal information through your PawSure account. If a feature to update specific information is not available within the Platform, you may contact PawSure for assistance.

7.6 Nomination

In accordance with applicable law, you may nominate an individual to exercise your rights under this Privacy Policy in the event of your death or incapacity, subject to verification requirements.

7.7 Grievance Redressal

If you have any concerns, questions, or grievances regarding the processing of your personal data, you may contact PawSure using the details provided in the “Contact Information and Grievance Redressal” section of this Privacy Policy. PawSure will make reasonable efforts to address your request in a timely manner, in accordance with applicable law. We may take reasonable steps to verify your identity before acting on a request.

Requests may be refused or limited where permitted by law, including where they are manifestly unfounded, excessive, or conflict with legal obligations. Users may raise concerns regarding the handling of such requests through the Grievance Redressal mechanism described in this document.

PawSure will acknowledge data access, correction, or erasure requests within a reasonable period and endeavour to respond within 30 days, unless a longer period is permitted by law.

8. Data Retention

PawSure retains personal information only for as long as it is reasonably necessary to fulfil the purposes described in this Privacy Policy, to operate the Platform safely, and to comply with applicable law, including the Digital Personal Data Protection Act, 2023.

8.1 How We Determine Retention Periods

The length of time for which we retain personal information depends on factors including:

whether you have an active PawSure account or an ongoing relationship with the Platform;
whether the information is required to facilitate or complete a Booking, payout, refund, or dispute resolution;
whether retention is necessary for safety, fraud prevention, incident investigation, or enforcement of our Terms;
whether we are required to retain the information to comply with legal, regulatory, tax, accounting, or audit obligations; and
whether retention is reasonably necessary to establish, exercise, or defend legal claims.

Where possible, personal data is deleted or anonymised once it is no longer required for these purposes.

Where retention periods are not fixed by law, PawSure periodically reviews retained data to determine whether continued storage remains necessary.

8.2 Booking, Safety, and Incident Records

Information relating to Bookings, in-app communications, safety reports, complaints, disputes, or investigations may be retained beyond the end of a Booking or after account deactivation where necessary to:

investigate or respond to Pet safety incidents or abandonment;
resolve disputes between Users;
enforce our Terms and Platform rules;
prevent repeat misuse or unsafe behaviour; or
comply with legal obligations or requests from authorities.

8.3 Reviews and Shared Content

Reviews, ratings, and other feedback submitted in connection with a completed Booking may remain visible on the Platform even after a User deactivates their account, but will not include contact information or private communications.

Content submitted for contests, features, or community engagement may be retained and displayed in accordance with the consent provided at the time of submission.

User Content remains owned by the User, subject to the licence granted to PawSure under the Terms and Conditions.

8.4 Account Deactivation and Deletion

If you deactivate or delete your account, PawSure will take reasonable steps to delete or anonymise personal data associated with your account, except where retention is required or permitted for the purposes described above.

8.5 Backup and Residual Copies

PawSure maintains backup systems to protect against accidental or malicious loss. As a result, residual copies of personal data may persist in backup or archival systems for a limited period before being securely deleted or overwritten, in accordance with our data retention practices.

9. Security

PawSure takes the security of your personal information seriously. While no system can guarantee absolute security, we implement reasonable administrative, technical, and organisational safeguards designed to protect personal data against unauthorised access, disclosure, loss, misuse, alteration, or destruction.

These measures may include, where appropriate:

access controls and authentication mechanisms;
encryption and secure storage practices;
internal policies governing access to personal data;
monitoring, logging, and incident response processes; and
periodic review of security practices to address emerging risks.

Access to personal information is limited to authorised personnel, contractors, and service providers who require such access to perform their duties and are subject to confidentiality obligations.

You are responsible for maintaining the security of your own devices, phone number, and account access. PawSure cannot protect information if you share OTPs, allow unauthorised access to your device, or use the Platform on compromised systems.

PawSure does not control the security practices of third-party communication providers (such as telecom operators or messaging platforms) used to deliver OTPs or notifications. Any personal data processed by third-party service providers is subject to their respective security standards and contractual obligations.

10. Data Breach Response

In the event of a personal data breach, PawSure will take reasonable steps to assess the impact and make reasonable efforts to notify affected users without undue delay, as required by applicable law. Where legally required, PawSure will also notify the Data Protection Board of India and other relevant authorities.

Such notifications may include information about the nature of the breach, the types of data affected, and steps users may take to mitigate potential harm.

11. Changes to This Privacy Policy

PawSure may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or Platform features.

When we make changes:

we will update the “Last Updated” date at the top of this Privacy Policy; and
where changes are material, we will provide reasonable notice through the Platform, in-app notifications, or other appropriate means before the updated Privacy Policy takes effect.

Your continued use of the PawSure Platform after the effective date of an updated Privacy Policy constitutes acceptance of the revised terms. If you do not agree with any update, you may stop using the Platform and deactivate your account.

12. Contact Information and Grievance Redressal

If you have any questions, concerns, or complaints regarding this Privacy Policy or PawSure’s handling of personal data, you may contact us using the details below.

Data Fiduciary
TiggerTheCat Labs OPC Private Limited
(operating the PawSure Platform)

Grievance Officer
Name: Chinmaya
Designation: Grievance Officer
Email: [email protected]

In accordance with applicable data protection and information technology laws, PawSure has appointed the above Grievance Officer as the point of contact for:

queries relating to the processing of personal data;
requests to exercise rights available under applicable law; and
complaints or grievances relating to data protection and privacy.

PawSure will acknowledge receipt of grievances within 48 hours and will endeavour to resolve them within 30 days from the date of receipt.

If you are not satisfied with the resolution provided, you may have the right to escalate your grievance to the appropriate authority in accordance with applicable law.

If PawSure becomes subject to additional obligations under applicable law, including the appointment of a Data Protection Officer or Consent Manager, we will make such an appointment and publish updated contact details through this Privacy Policy.

13. Definitions

Capitalised terms used but not defined in this Privacy Policy shall have the meanings assigned to them in PawSure’s Terms and Conditions, which govern your use of the PawSure Platform.