Privacy Policy

1. Introduction

Heal Your Paws ("we", "us", "our", or "Company") operates the website healyourpaws.com and related services. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website, use our services, communicate with us via WhatsApp, or interact with us in any way.

Please read this Privacy Policy carefully. If you do not agree with our policies and practices, please do not use our services. By accessing and using our services, you acknowledge that you have read, understood, and agree to be bound by all the provisions of this Privacy Policy.

2. Information We Collect

2.1 Information You Provide Directly

• Contact Information: Name, email address, phone number, and WhatsApp number when you inquire about our services, make a booking, or contact us.
• Pet Information: Details about your dog(s) including breed, age, health conditions, dietary preferences, behavioral notes, and vaccination records.
• Payment Information: Billing address, transaction details, and payment method information (processed securely through third-party payment gateways).
• Communication Data: Messages, inquiries, feedback, testimonials, and any other content you share with us.
• Camera/CCTV Access: When you view live camera feeds and recordings of your dog during boarding, we store access logs and viewing timestamps.

2.2 Information Collected Automatically

• Website Usage Data: Pages visited, links clicked, time spent on pages, scrolling behavior, and search queries through Google Analytics.
• Device Information: IP address, browser type, operating system, device type, and unique device identifiers.
• Cookies & Tracking: Information from cookies, web beacons, and similar tracking technologies (see Section 4: Cookies & Tracking).
• Location Data: Approximate location based on IP address (not GPS-based unless you specifically provide it).
• Marketing Data: Interactions with our advertisements, email opens, click-through rates, and conversion data through Meta Pixel.

2.3 Information from Third Parties

• Google Maps data (location and directions)
• Payment gateway providers (transaction verification)
• Social media platforms (if you link your account or interact with our social content)
• Customer reviews and referral sources

3. How We Use Your Information

We collect and process your personal data for the following purposes:

3.1 Service Delivery

• Processing and managing your dog boarding, grooming, and spa service bookings
• Providing live camera access to monitor your dog during stay
• Coordinating pick-up and drop-off services
• Managing health records, dietary needs, and special care instructions
• Sending service confirmations, updates, and receipts

3.2 Communication & Customer Service

• Responding to inquiries and support requests via email, phone, or WhatsApp
• Sending appointment reminders and service updates
• Handling complaints and resolving disputes
• Conducting surveys and gathering feedback

3.3 Marketing & Business Development

• Sending promotional offers, newsletters, and service updates (with your consent)
• Creating targeted advertisements through Google Ads and Meta Pixel
• Analyzing market trends and customer preferences
• Conducting A/B testing and optimizing our website and services

3.4 Analytics & Improvement

• Understanding how visitors use our website through Google Analytics
• Tracking conversion metrics and marketing campaign performance
• Improving our website design, functionality, and user experience
• Personalizing content and recommendations

3.5 Legal Compliance & Security

• Complying with applicable laws, regulations, and legal processes
• Preventing fraud, abuse, and unauthorized access
• Establishing, exercising, or defending legal claims
• Protecting the rights, property, and safety of Heal Your Paws, our customers, and the public

4. Cookies & Tracking Technologies

4.1 What Are Cookies?

Cookies are small data files that are stored on your browser or device. They help us remember your preferences, authenticate you, and improve your browsing experience.

4.2 Types of Cookies We Use

• Essential Cookies: Required for website functionality (login, security, payment processing)
• Performance Cookies: Google Analytics cookies to measure website traffic and user behavior
• Functional Cookies: Remember your preferences (dark mode, language, font size)
• Marketing Cookies: Meta Pixel and Google Ads cookies for retargeting and conversion tracking

4.3 Third-Party Tracking

Google Analytics (GA4): We use Google Analytics to understand how users interact with our website, including pages viewed, time spent, bounce rates, and traffic sources. Google Analytics sets cookies and uses web beacons. You can opt out using the Google Analytics Opt-Out Browser Add-on.

Meta Pixel (Facebook Pixel): We use Meta Pixel to track conversions, build audiences for retargeting, and measure the effectiveness of our advertising campaigns. Meta Pixel is embedded on our website and tracks user actions. You can manage your ad preferences on Facebook Settings.

Google Ads Conversion Tracking: We track conversions to understand which marketing efforts drive bookings and inquiries.

4.4 Cookie Management

You can control cookies through your browser settings. Most browsers allow you to:

• Accept or reject cookies
• Delete existing cookies
• Receive alerts when cookies are being set

Note: Disabling essential cookies may affect website functionality.

5. WhatsApp Communication

5.1 How We Use WhatsApp

We communicate with customers via WhatsApp (+91 70426 96118) for:

• Sending booking confirmations and updates
• Sharing daily photos and updates about your dog
• Appointment reminders and special offers
• Responding to customer inquiries and support requests

5.2 Data Sharing with Meta/Facebook

When you use WhatsApp, your messages, phone number, and account information are subject to WhatsApp's and Meta's privacy policies. Meta Platforms, Inc. may process your data for:

• Providing WhatsApp services
• Marketing and advertising purposes
• Analytics and business intelligence
• Security and fraud prevention

For more information, please refer to WhatsApp's Privacy Policy and Meta's Data Policy.

5.3 Opt-Out from Marketing Messages

You can unsubscribe from promotional WhatsApp messages by replying "STOP" or informing us. However, transactional messages related to your bookings will continue.

6. Third-Party Services & Data Sharing

6.1 Service Providers

We share your information with trusted third-party service providers who assist us in operating our website and conducting our business, including:

• Payment Processors: For secure processing of payments and refunds
• Email Service Providers: For sending transactional and promotional emails
• Cloud Storage Providers: For secure storage of booking records, pet health information, and CCTV footage
• Analytics Providers: Google Analytics, Meta Analytics
• Marketing Platforms: Google Ads, Facebook Ads Manager, email marketing platforms
• Customer Support Tools: CRM systems and communication platforms

All service providers are contractually obligated to protect your data and use it only for the purposes we specify.

6.2 Legal Requirements & Compliance

We may disclose your information when required by law or to protect our legal rights, such as:

• Compliance with government agencies, courts, or law enforcement (RBI, CCI, NCB, etc.)
• Responding to legal process, court orders, or subpoenas
• Protecting against fraud, security threats, or illegal activities
• Enforcing our terms of service and other agreements

6.3 Business Transfers

If Heal Your Paws is acquired, merged, or sold, your personal data may be transferred as part of the transaction. We will notify you of any such changes and any choices you may have regarding your information.

6.4 No Sale of Personal Data

We do NOT sell, rent, or lease your personal data to third parties for their own marketing purposes, in accordance with Indian data protection principles.

7. Data Security

7.1 Security Measures

We implement industry-standard security measures to protect your personal data against unauthorized access, alteration, disclosure, or destruction:

• SSL/TLS encryption for data transmission (HTTPS)
• Secure password hashing and storage
• Regular security audits and penetration testing
• Restricted access to personal data (need-to-know basis)
• Secure cloud storage with encryption at rest
• Firewalls and intrusion detection systems
• Regular backup and disaster recovery procedures

7.2 No Guarantee of Absolute Security

While we strive to protect your information, no method of transmission over the internet or electronic storage is 100% secure. We cannot guarantee absolute security, and any transmission is at your own risk.

7.3 Data Breach Notification

In the event of a data breach affecting your personal information, we will notify you and relevant authorities as required by the Digital Personal Data Protection (DPDP) Act, 2023 and other applicable laws.

8. Data Retention

8.1 Retention Periods

• Booking & Service Records: Retained for 3 years for accounting, tax compliance, and service history purposes
• Pet Health Information: Retained for the duration of your relationship with us plus 2 years (in case of future boarding)
• CCTV/Camera Footage: Retained for 30 days, then deleted unless required for legal or safety purposes
• Contact & Communication Data: Retained until you request deletion or unsubscribe
• Analytics Data: Google Analytics data retained for 14 months (auto-deletion enabled)
• Marketing/Cookie Data: Retained for up to 2 years or until cookies are cleared
• Legal & Tax Records: Retained as required by Indian tax and company laws (7-10 years)

8.2 Deletion Requests

Upon your request, we will delete your personal data, except where retention is required by law or necessary for legitimate business purposes.

9. Children's Privacy

9.1 Age Restriction

Our services and website are not intended for children under 13 years of age. We do not knowingly collect personal information from children under 13. If we discover that a child under 13 has provided us with personal information, we will delete such information immediately.

9.2 Parents/Guardians

If you believe a child has provided us with personal information, please contact us immediately at the information provided in Section 12 (Contact Us).

9.3 Parental Consent

For individuals aged 13-18, we may collect information only with parental/guardian consent. We encourage parents and guardians to monitor their children's online activities and privacy.

10. Your Rights Under Indian Law

10.1 DPDP Act, 2023 Rights

Under the Digital Personal Data Protection Act, 2023, you have the following rights:

• Right to Confirmation: Confirm whether your personal data is being processed
• Right to Access: Obtain a copy of your personal data held by us
• Right to Correction: Correct inaccurate or incomplete personal data
• Right to Erasure: Request deletion of your personal data (subject to legal retention requirements)
• Right to Withdraw Consent: Withdraw your consent for data processing at any time
• Right to Data Portability: Receive your data in a structured, commonly used, machine-readable format
• Right to Grievance Redressal: Lodge a complaint with our Data Protection Officer

10.2 IT Act, 2000

We comply with the Information Technology Act, 2000, including provisions regarding:

• Protection of sensitive personal data
• Data security and privacy standards
• Liability for unauthorized access and data breaches

10.3 How to Exercise Your Rights

To exercise any of these rights, please submit a written request to our Data Protection Officer with:

• Your name and contact information
• Details of the specific right you wish to exercise
• Any supporting documents or context

We will respond to your request within 30 days or as required by law.

11. International Data Transfers

11.1 Data Processing Outside India

Your personal data may be processed and stored on servers located outside India (e.g., through cloud service providers). When data is transferred internationally, we ensure:

• Compliance with the DPDP Act, 2023 and IT Act, 2000
• Appropriate safeguards and data protection agreements
• Data processors meet equivalent security standards

11.2 Cross-Border Data Transfers

For data transfers to countries without adequate data protection laws, we implement Standard Contractual Clauses (SCCs) or other appropriate safeguards as recognized under Indian law.

12. Cookie Consent & Preferences

12.1 Consent Management

We may use cookie consent banners to obtain your consent before placing non-essential cookies. You can:

• Accept all cookies
• Reject non-essential cookies
• Customize your preferences

12.2 Updating Preferences

You can update your cookie preferences at any time by contacting us or adjusting your browser settings.

13. Third-Party Links & Services

13.1 External Links

Our website contains links to external websites (Google Maps, social media, payment gateways, etc.). This Privacy Policy applies only to our website. We are not responsible for the privacy practices of external websites.

13.2 Third-Party Plugins

We may use third-party plugins and widgets (e.g., Google Maps, social media buttons) that may collect information about your interactions.

13.3 Your Responsibility

When you visit third-party websites, please review their privacy policies before providing any personal information.

14. Marketing & Promotional Communications

14.1 Opt-In for Marketing

We will send promotional emails, SMS, and WhatsApp messages only if you have opted in or consented. This includes:

• Special offers and discounts
• New service announcements
• Newsletter content
• Event invitations

14.2 Unsubscribe Options

You can unsubscribe from marketing communications by:

• Clicking the "Unsubscribe" link in promotional emails
• Replying "STOP" to SMS or WhatsApp messages
• Contacting us directly with your request

14.3 Transactional Messages

You will continue to receive transactional messages related to your bookings, appointments, and account, even if you unsubscribe from promotional communications.

15. Do Not Track Signals

15.1 Browser Signals

Some browsers include a "Do Not Track" feature. Currently, there is no universal standard for recognizing Do Not Track signals. Our website currently does not respond to Do Not Track browser signals.

15.2 Opt-Out Options

Even if your browser sends a Do Not Track signal, you can still:

• Disable cookies in your browser settings
• Use private/incognito browsing mode
• Opt out of Google Analytics and Meta Pixel individually
• Contact us to request data deletion

16. Policy Updates & Changes

16.1 Modifications to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. The "Last Updated" date at the top of this policy indicates when we last revised it.

16.2 Notification of Changes

For material changes that significantly affect your privacy, we will notify you by:

• Posting the updated policy on our website with a prominent notice
• Sending you an email notification (if you have provided your email)
• Requiring explicit consent if required by law

16.3 Your Continued Use

Your continued use of our website and services after changes are posted constitutes your acceptance of the updated Privacy Policy.

17. Contact Us & Data Protection Officer

17.1 Business Contact Information

Heal Your Paws
Gate Number 1, 100, Eastern Ave, Pocket C, Block E,
Sainik Farm, New Delhi, Delhi 110068
India

Phone: +91 70426 96118
WhatsApp: +91 70426 96118
Website: healyourpaws.com

17.2 Data Protection Officer

For privacy-related inquiries, complaints, or to exercise your rights under the DPDP Act, 2023, you can contact our Data Protection Officer (DPO):

Email: privacy@healyourpaws.com
Phone: +91 70426 96118
Response Time: We aim to respond to all privacy requests within 30 days.

17.3 Escalation & Complaints

If you are not satisfied with our response or believe we have violated your privacy rights, you can lodge a complaint with the relevant authorities under Indian law, including:

• Digital Personal Data Protection Authority (DPDP Authority): As established under the DPDP Act, 2023
• Ministry of Electronics and Information Technology (MeitY): For IT Act violations
• National Consumer Disputes Redressal Commission: If applicable to consumer protection
• Data Protection Officer at your jurisdiction: For local privacy complaints

18. Disclaimer

18.1 No Guarantee

While we implement comprehensive security measures, we cannot guarantee the absolute security of your personal data. Any transmission of data is at your own risk.

18.2 Third-Party Services

This Privacy Policy covers only the data we collect. Third-party services (Google, Meta, payment processors, etc.) have their own privacy policies, and we are not responsible for their practices.

18.3 Legal Compliance

This Privacy Policy is intended to comply with Indian data protection laws. In case of conflict between this policy and applicable law, the provisions of applicable law shall prevail.

19. Acknowledgment

By using our website and services, you acknowledge that you have read this Privacy Policy and understand how we collect, use, and protect your personal data. You agree to the practices described herein and consent to the processing of your information as described.

Thank you for trusting Heal Your Paws with your pet's care and your personal information.