This Privacy Policy explains how Mylopaws ("we", "us") handles personal data when you use mylopaws.com, the Mylopaws app at mylopaws.app, our WhatsApp and Instagram channels, our voice assistant and our services (Travel, Dermacare, Homes and the pet pharmacy and shop). We process personal data in line with India's Digital Personal Data Protection Act, 2023 and the rules under it.
What we collect
- Contact details: your name, phone number, WhatsApp number, email and addresses (pick-up, drop, delivery or doorstep service).
- Pet details: your pet's name, species, breed, age, temperament, health notes, vaccination records and, for prescription medicines, the vet prescription you share.
- Booking and order details: services booked, products ordered, dates, routes, notes and order history.
- Payments: payments are processed by Razorpay. We receive payment status and reference numbers. We never see or store your full card, UPI PIN or bank details.
- Conversations: messages you send us on WhatsApp, Instagram or through website forms, including messages answered by our AI shopping assistant, and calls or conversations with our voice assistant, Anannya.
- Website and app usage: pages visited, device and browser information and approximate location, collected through cookies and similar tools (see Cookies below).
- Job applications: your CV and the details you share when you apply through our Careers page.
How we use it
- To provide, confirm and deliver the services and products you ask for, and to contact you about them.
- To answer your questions, including through our AI assistant and voice assistant. A person from our team can review and take over any conversation.
- To check prescriptions before dispensing prescription medicines, as the law requires.
- To issue invoices, handle refunds and keep the records the law requires.
- To keep our services safe, prevent fraud and fix problems.
- To improve our services, for example by reviewing which questions customers ask most often.
- To send you offers and updates, only if you have agreed to receive them. You can opt out at any time by replying STOP on WhatsApp or writing to us.
Who we share it with
We share personal data only with service providers who help us run Mylopaws, and only as much as they need:
- Hosting and databases: Vercel and Supabase
- Payments: Razorpay
- Messaging: Twilio and Meta (WhatsApp, Instagram)
- AI and voice assistants: our AI model provider (accessed through OpenRouter) and ElevenLabs
- Invoicing and email: Zoho
- Analytics and advertising: Google Analytics and Google Ads
- Our drivers, specialists and delivery staff, for the booking or order they are handling
We may also share data when the law requires it, or to protect the safety of a person or animal. We do not sell personal data.
How long we keep it
We keep personal data for as long as you use our services and for as long afterwards as we need it for the purpose it was collected, or as the law requires (for example, tax and invoice records). Website form messages are kept for up to two years; job applications for up to one year. Detailed technical logs are kept for a short period only.
Your rights
You can ask us to:
- tell you what personal data we hold about you and how we use it;
- correct or update it;
- erase it, where we are not required by law to keep it (see Data Deletion);
- withdraw consent you have given, for example to marketing messages;
- nominate someone to exercise these rights for you.
Write to customercare@mylopaws.com. We may ask you to confirm your identity.
Cookies
Our website uses cookies from Google Analytics and Google Ads to understand how visitors use the site and to measure our advertising. You can block or delete cookies in your browser settings; the site will still work.
Security
We use access controls, encryption in transit and row-level database security to protect your data. No system is perfectly secure; if we become aware of a breach that affects you, we will tell you and the authorities as the law requires.
Children
Our services are for adults. If you are under 18, please ask a parent or guardian to book for you.
Grievance Officer and Data Protection contact
Email: customercare@mylopaws.com. We acknowledge complaints within 48 hours and aim to resolve them within one month. If you are not satisfied, you may approach the Data Protection Board of India.
Changes
We may update this policy. The date at the top shows the latest version.