Privacy Policy

Pettato (“we”, “our”, or “us”), operated by 21 Media LLP, having its registered office at E-405, Pleasant Park, Link Road, Malad (W), Mumbai - 400064, Maharashtra, India, is dedicated to protecting your privacy and personal data.

This Privacy Policy describes our practices regarding the collection, use, processing, storage, and disclosure of personal information when you visit or make a purchase on our website (www.pettato.com) and associated country-specific storefronts (collectively, the “Platform”).

By accessing the Platform, creating an account, or purchasing pet essentials from our storefront, you acknowledge the terms of this Privacy Policy and agree to our processing of your personal information as set forth herein.

We collect only the personal information necessary to deliver exceptional pet care products, fulfill your orders, provide responsive customer care, and tailor your shopping experience.

• Account & Contact Information: Your full name, email address, mobile phone number, login credentials, and communication preferences provided during account creation or newsletter signup.
• Order & Shipping Information: Recipient name, delivery address (street, city, state, postal code, country), landmark details, phone number, order items, and specific packaging or delivery instructions.
• Billing & Transaction Records: Order total, date of transaction, invoice identifiers, and payment method tokens. All online payment processing is handled through certified PCI-DSS compliant third-party payment gateways (e.g. Cashfree, Razorpay, or Stripe). Pettato never stores your credit/debit card numbers or CVV.
• Pet Profile Details: Pet name, species (dog, cat), breed, age, weight, and dietary or sizing preferences that you voluntarily provide to receive tailored product recommendations.
• Device & Browsing Data: IP address, device type, operating system, browser version, referring URLs, geolocation (used to route you to the correct regional storefront and currency), and storefront interaction logs.
• Customer Support Inquiries: Communications sent via our support email (info@pettato.com), WhatsApp, contact forms, return requests, or verified product reviews.

We use your personal information for lawful, transparent business purposes directly connected to our pet supply marketplace operations:

• Order Processing & Fulfillment: Validating your order, dispatching products from our verified brands and fulfillment centers, processing returns and replacements, and issuing invoices.
• Delivery Coordination & Tracking: Providing real-time dispatch updates, AWB tracking identifiers, and SMS/WhatsApp delivery status alerts via authorized logistics partners.
• Account Management & Personalization: Maintaining your registered account, remembering your shopping cart and wishlist, and presenting relevant regional pricing and currency selections.
• Customer Service & Support: Answering your product questions, assisting with tracking or exchanges, and resolving order inquiries efficiently.
• Security & Fraud Mitigation: Detecting and preventing fraudulent transactions, identity theft, unauthorized account access, and malicious automated activity.
• Statutory & Tax Compliance: Complying with applicable legal obligations, including Indian Goods & Services Tax (GST) invoicing, company audit requirements, and consumer protection guidelines.
• Marketing & Newsletters (Opt-In): Sending promotional offers, new collection announcements, and seasonal care tips only when you have explicitly consented. You can unsubscribe at any time.

We value your trust and do not sell, rent, or trade your personal information to third-party data brokers or marketing agencies for commercial gain.

We disclose information only to vetted third-party service providers and partners strictly necessary to operate our marketplace:

• Logistics & Courier Partners: We share recipient names, delivery addresses, and contact numbers with reputable logistics partners (such as Delhivery, Blue Dart, Shiprocket, or local postal carriers) exclusively to fulfill shipment delivery and tracking.
• Payment Processors: We exchange transaction identifiers and billing amounts with authorized payment gateway providers to securely process and verify your payments.
• Marketplace Brand Partners & Suppliers: Where items are dispatched directly from verified pet brands or supplier fulfillment hubs, we share necessary order and shipping details solely to pick, pack, and ship your goods.
• Cloud & IT Infrastructure: Trusted cloud hosting, database, and transactional messaging service providers bound by strict confidentiality and data protection obligations.
• Legal & Law Enforcement: We may disclose personal data if required by a court order, applicable statute, or regulatory requirement under Indian law, or to protect the safety, rights, or property of Pettato, our users, or the public.

The Platform uses cookies, local storage, and similar web technologies to ensure core storefront functionality and improve your browsing experience.

• Essential Cookies: Necessary to maintain your session, authenticate your account, remember cart items, and keep your selected market country and currency active.
• Performance & Analytics Cookies: Aggregated, anonymized statistics that help us understand site navigation, load times, and popular pet categories to improve performance.
• Managing Cookies: You can modify your browser settings to decline or remove cookies. Please note that disabling essential cookies may impact your ability to checkout or access account features.

We implement rigorous technical, operational, and organizational security measures to protect your personal data against unauthorized access, loss, alteration, or disclosure.

• Security Measures: Industry-standard Transport Layer Security (TLS 1.3) encryption for all sensitive web traffic, restricted role-based database access, tokenized payment flows, and regular system vulnerability scans.
• Retention Period: We retain active user account data for as long as your account is maintained. Transactional records and tax invoices are retained for mandatory statutory periods (up to 7 years in compliance with Indian corporate and tax laws).
• Data Disposal: When personal data is no longer required for operational, legal, or audit reasons, it is securely deleted or irreversibly anonymized.

You maintain full control over your personal information. In accordance with applicable data protection laws, including the Digital Personal Data Protection Act and Information Technology Rules, you have the following rights:

• Access & Correction: You may review and update your name, email address, phone number, and saved delivery addresses at any time directly in your Account dashboard or by contacting us.
• Account Deletion & Erasure: You have the right to request the deletion of your account and personal data by emailing info@pettato.com. We will delete all personal data not subject to mandatory statutory retention.
• Marketing Communications Opt-Out: You can opt out of promotional emails at any time by clicking the “Unsubscribe” link at the footer of any promotional email, or by requesting opt-out via support.
• Withdrawal of Consent: Where processing is based on your explicit consent, you may withdraw your consent at any time without affecting the lawfulness of prior processing.

The Platform is intended exclusively for adults aged 18 and older. We do not knowingly collect, request, or maintain personal information from individuals under the age of 18.

If we become aware that we have inadvertently collected personal data from a minor without verified parental consent, we will take immediate steps to delete such data from our servers.

We may update this Privacy Policy from time to time to reflect operational modifications, platform enhancements, or evolving legal and regulatory frameworks.

When revisions are made, the “Last updated” date at the top of this policy will be revised. We encourage you to review this page periodically to stay informed about our data handling practices.

In accordance with the Information Technology Act, 2000 and the Digital Personal Data Protection framework, any questions, concerns, or grievances regarding the processing of your personal data may be directed to our Grievance Officer:

• Grievance Officer: Customer Care & Data Privacy Desk, Pettato
• Entity Name: 21 Media LLP
• Registered Office: E-405, Pleasant Park, Link Road, Malad (W), Mumbai - 400064, Maharashtra, India
• Contact Email: info@pettato.com
• Response Timeline: We acknowledge receipt of privacy grievances within 48 hours and strive to resolve them within 30 days as prescribed by law.