How we look after your information

Who we are

We're House of Catrina LLP, a cat-only care company based in Baner, Pune. We run Raahat — our AI-assisted, WhatsApp-first cat care coordination and support service; Mannat — our cat boarding and care facility; and a growing set of feline services including fostering and rescue support, consultations, and educational content.

For the purposes of India's data protection law, House of Catrina LLP is the Data Fiduciary responsible for the information you share with us — which simply means we're the ones accountable for handling it carefully.

What this policy covers

This policy applies to all the ways you interact with us:

• Your conversations with Raahat on WhatsApp
• Boarding and care with Mannat
• Our other services — fostering, rescue support, consultations, and educational content
• Visits to www.houseofcatrina.com, and any contact with us by email or phone

What we tell you before we collect

In keeping with India's Digital Personal Data Protection Act, 2023, here's the short version of what you should know before you share anything with us. The rest of this policy fills in the detail.

• What we collect — your contact details, your messages, and your cat's profile, health, behaviour, and care records. See the full list.
• Why we collect it — to coordinate and provide the care and services you ask for, and to run HoC responsibly. See how we use it.
• Your rights — you can access, correct, and delete your information, and withdraw consent at any time. See your rights.
• How to change your choices — reply STOP to stop further WhatsApp messages. You may also ask us to stop reminders or follow-ups, withdraw a particular permission, or delete information by messaging us or emailing our Grievance Officer. See your choices.
• Who to contact — our Grievance Officer handles any privacy question or complaint. See contact details.

What we collect

We only collect what helps us care for your cat and run our services properly. Grouped simply:

Identity & contact

• Your preferred name, when you tell us or confirm it
• WhatsApp may also provide the profile name associated with your WhatsApp account. We treat this as unverified channel information and do not assume that it is your correct or preferred name. Raahat will not use it to address you or save it as your confirmed name unless you tell us to.
• Phone number
• Email address
• Address or location, when it's needed for boarding, transport, or a home visit

Your messages

• The WhatsApp conversations you have with Raahat and our team
• Photos, documents, and files you send us

Your cat

• Their profile — name, age, breed, photos
• Vaccination records and the certificates you share
• Medical history you choose to tell us
• Behavioural notes — anxiety, litter habits, how they react to other animals or people
• Dietary information and feeding preferences

Your time with us

• Bookings and service history
• Preferences, reminders, and notes you'd like us to keep

Payments

• If and when a service involves online payment, related details may be collected. We'll update this policy and explain how that works before it applies to you.

Some of what you share — like your cat's medical history or your home address — is personal, and we treat it with extra care. You decide what to share; the more we know, the better we can help, but the optional things stay optional.

Where your information comes from

Mostly, straight from you — your messages, your bookings, and what you tell us about your cat. Sometimes it also comes from:

• People you've asked to act for you — a family member, co-owner, or sitter
• Veterinarians or providers you've asked us to coordinate with, who share relevant records with your okay

How we use your information

We use what you share to:

• Coordinate the services you've asked for — boarding, grooming, transport, pet sitting, and more
• Help you through Raahat with care guidance, reminders, and support
• Manage your cat's stay and care at Mannat
• Keep your cat's records and history in one place, so you don't have to repeat yourself
• Send you reminders and updates about your cat and your bookings
• Step in quickly during emergencies and escalate to the right people
• Connect you with the right vets, groomers, sitters, and providers
• Understand how our services are used so we can make them better
• Keep our services safe and prevent misuse or fraud
• Meet our legal and record-keeping obligations

We don't sell your information, and we don't use it to advertise to you.

Your consent, and what we rely on

We do not use one permission for everything. The permission we request depends on what you ask us to do.

If you ask a one-time question or request immediate help, we may use the information you voluntarily provide to respond to that request. We will not create a reusable customer or cat profile merely because you contacted us.

We will ask separately before we:

• save information for use in future conversations;
• create or enrich a reusable customer or cat profile;
• send future reminders or proactive follow-ups;
• share information with an independent service provider; or
• use information for any materially different purpose.

Each request will explain what information is involved, why it is needed, and what your choice enables. You may decline without losing the ability to receive one-time information or urgent assistance where that remains possible.

You can withdraw your consent at any time (see WhatsApp & your choices and Your rights). Withdrawing won't affect anything we did while your consent was in place, and it may mean we can no longer provide certain services.

WhatsApp, messaging, and your choices

Most of HoC runs on WhatsApp, because that's where conversations about your cat happen naturally.

• When you message House of Catrina or Raahat, we may use the information you voluntarily provide to answer and support the specific request you have made. This does not automatically enrol you in future reminders, proactive follow-ups, marketing, or a reusable customer or cat profile. Where you ask us to remember information, contact you later, send reminders, or coordinate with another provider, we will ask for the relevant permission separately.
• WhatsApp also limits when businesses may send free-form messages. Outside the permitted customer-service window, we will contact you only where you have opted in and where an appropriate approved WhatsApp message template is available.
• Replying STOP stops non-essential outbound WhatsApp messages. It does not automatically delete information or cancel an active service. You may separately withdraw a particular permission or request deletion — by messaging us or emailing our Grievance Officer.
• WhatsApp and Meta run the messaging platform itself. They process your messages and related data under their own privacy terms, which are separate from ours — we'd encourage you to read theirs too.

How Raahat uses AI

Raahat uses AI-assisted systems to organise, retrieve, analyse, and respond to information, so we can support and coordinate your cat's care more quickly.

• To do this, we use a mix of AI language models — including third-party providers such as OpenAI and Anthropic — alongside our own systems. Relevant parts of your information, like your messages and your cat's details, may be processed by these systems to generate helpful responses.
• Anything Raahat suggests is assistive and informational — a starting point, not a medical decision.
• We do not permit AI systems to independently make medical decisions about your cat. A person stays accountable for how Raahat is used in your cat's care.
• Real people are part of how HoC works. AI helps us respond better; it doesn't replace human judgement, and it never replaces your vet.

Where your data is stored, and cross-border processing

We use established cloud infrastructure and service providers to host and operate HoC and Raahat. Depending on the service involved, information may be stored or processed in India or in other countries. Our current providers and processing categories include our application and database hosting providers, Meta/WhatsApp, and the AI providers described below. We require our providers to process information only for the services they provide to us and to apply appropriate security safeguards.

Relevant portions of your message and the information needed to answer your request may be processed by third-party AI providers, including OpenAI and Anthropic. We aim to send only the information needed for that purpose. Such processing may occur outside India.

We disclose this processing when you use Raahat and include it in the permission request where we propose to retain information for future use. We do not treat your use of a one-time chat as permission to create a reusable profile or use your information for unrelated purposes.

Who we share your information with

We share your information only when it's needed to deliver a service or run HoC responsibly — never with advertisers or unrelated parties.

For your cat's care

• Veterinarians and veterinary professionals
• Mannat boarding staff and caregivers
• Transport providers, groomers, and pet sitters
• Emergency contacts and emergency service providers
• Partner providers helping with something you've asked for

The platforms that run HoC

• Meta / WhatsApp — for messaging
• Our application, database, and cloud hosting providers — for securely running HoC and storing your information
• AI providers such as OpenAI and Anthropic — to power Raahat's assistance

When the law requires it

• We may share information to comply with a legal obligation, respond to a lawful request from authorities, or protect the rights, safety, and welfare of people or animals.

In every case, we share only what's relevant to the task — nothing more.

Where an independent vet, transporter, boarding provider, sitter or other service partner needs your information, we will normally tell you who the provider is, what relevant information we propose to share, and why. Your approval will apply to that service or case and will not be treated as blanket permission to share your information with other providers.

We share a relevant service summary rather than the full WhatsApp conversation unless the full conversation is genuinely needed and you have specifically approved that sharing.

How we protect your data

We take reasonable, sensible steps to keep your information secure — including hosting it with established cloud providers and limiting who can access it. That said, no website, app, or messaging platform can promise to be completely risk-free, and we can't guarantee absolute security.

We apply reasonable technical and organisational safeguards appropriate to the nature of the information we process. These include access controls, authentication, encryption or masking where appropriate, activity logging, backups, restricted administrative access, and contractual safeguards with service providers. We periodically review these controls and address identified risks.

If a personal data breach affecting your information occurs, we will notify affected people and the relevant authority where and in the manner required by applicable law, and we'll take reasonable steps to limit any harm.

Keeping, correcting, and deleting your data

We keep your information for as long as it's useful for your cat's care and our services, or for as long as the law requires us to. When it's no longer needed, we delete or anonymise it.

As a guide, we retain information by category:

• One-time conversations — limited retention for operations, safety, troubleshooting, and legal requirements; then we delete or anonymise them.
• Saved customer and cat profiles — until your consent is withdrawn, the profile is deleted, or it is no longer reasonably needed.
• Active cases and bookings — for the duration of the service, plus the relevant operational and legal retention period.
• Photos and medical documents — only while needed for the case, profile, or requested service.
• Financial records — for the applicable statutory tax and accounting period.
• Consent and withdrawal evidence — long enough to demonstrate the permission given and the resulting actions.
• Rights and grievance requests — long enough to complete and evidence their resolution.
• Security and audit logs — for a defined security and legal retention period.

You can ask us at any time to:

• See what information we hold about you
• Correct anything that's wrong or out of date
• Delete your information, where we're not required to keep it

Just reach out using the contact details below and we'll take care of it, usually within a reasonable time.

Your rights

As the person your information belongs to, you have the right to:

• Access — ask what information we hold about you and how we use it
• Correction — have inaccurate or outdated information fixed
• Erasure — ask us to delete your information, where we're not legally required to keep it
• Withdraw consent — stop us using your information going forward
• Grievance redressal — raise a concern and have it addressed by our Grievance Officer
• Nominate — ask someone else to exercise these rights on your behalf if you're ever unable to

Here's how a request works in practice: contact us using the details below; we'll confirm your identity first, so we never hand your data to the wrong person; then we'll retrieve, correct, export, or delete the relevant records and confirm back to you. If we can't fully action a request — for example, where the law requires us to keep certain records — we'll tell you why.

We aim to acknowledge privacy requests within seven working days and ordinarily resolve them within thirty days. Complex requests may require longer, but our published grievance-redressal period will not exceed ninety days where the applicable Rules require this.

Children

HoC services are intended for adults. If we learn that a person under 18 is seeking to create a saved profile, arrange a service, or provide personal information, we may pause that processing and require verifiable permission from a parent or lawful guardian. Where information has been received from a child without appropriate permission, we will delete or anonymise it unless retention is required for an active safety matter or by law.

Changes to this policy

As HoC grows and adds new feline services, we may update this policy. When we make meaningful changes, we'll update the date at the top and let you know on WhatsApp or by email. Where the law requires it, we'll ask for your fresh consent before applying material changes.

Grievance Officer & contact

We take your privacy seriously, and we want concerns handled by a real person. For any question, request, or complaint about your information, reach out to:

Governing law

This Privacy Policy is governed by the laws of India and is intended to be consistent with applicable Indian data protection law, including the Digital Personal Data Protection Act, 2023. Any disputes will be subject to the jurisdiction of the courts of Pune, Maharashtra.