Privacy Policy

Effective 15 October 2026 · bookings added

This Privacy Policy explains how Petroo Services, a partnership firm at 37/1 Park Avenue, Modern Park, Santoshpur, Kolkata 700075, West Bengal ("Petroo", "we"), collects, uses and protects personal data when you use the Petroo website at petroo.co.in and its related services (the "Platform"), where pet parents discover pet boarding homes, creches and home stays, and hosts list them. It is written to meet the Digital Personal Data Protection Act, 2023 and the Information Technology Act, 2000 and its rules.

Looking for the policy of the discontinued Petroo pet ride app? It is here.

1. What we collect

Your account (everyone)

  • Full name, email address and Indian mobile number, each verified (email with a one-time code, mobile with an SMS code).
  • Your password, stored only in encrypted (hashed) form by Firebase Authentication. We never see it.
  • If you use Google sign-in: the name, email address and profile photo your Google account shares with us.

If you host on Petroo

  • Host profile: your host or business name and host type.
  • Listing details: stay type, name, description, city, area and map location, full address, landmark and PIN code, pets and sizes accepted, opening hours, features, house rules, photos and prices.
  • Owner and person of contact: names, mobile numbers and email addresses.
  • Identity documents: the owner's masked Aadhaar (front and back, with the first 8 digits hidden) and the PAN card of the owner or the registered business.
  • Your acceptance of the Hosting Terms and Conditions: the version, date and time, the listing it was accepted with, and the IP address it came from.
  • Later, for payouts: bank account or UPI details, shared securely before your first payout.

If you book a stay (pet parents)

  • Your pets' details ("My pets"): name, dog or cat, breed, size, age, gender, whether spayed or neutered, health and medicines, food, behaviour, and your vet's name and phone number.
  • Each pet's vaccination record (a photo or PDF you upload).
  • Your masked Aadhaar (front and back, with the first 8 digits hidden), for verification.
  • An emergency contact: their name, mobile number and how you know them. Please tell them you are sharing their details with Petroo.
  • Your booking requests: the stay, dates or days and times, pets, price, any note you write, and any extra documents you add (for example a vet's note or diet chart).
  • Payment records: the amount, how you paid (for example UPI or bank transfer), the payment or refund reference and the date. We do not collect your card, bank login, PIN or OTP.
  • Your reviews, and the stays you save to your shortlist.

When you search (pet parents)

  • The city, area, dates and number of pets you search for. These stay in the page address in your browser and are not stored against your account.
  • When you type an area, the text is sent to Google Maps to suggest places.

Technical data

  • Basic technical information our servers and providers record automatically, such as IP address, browser type and the time of a request, used for security and fixing problems.
  • Small items kept in your browser's storage so the site works: that you are signed in, whether you are in host or pet parent mode, and a short-lived copy of your host data in the open tab. We do not use advertising or tracking cookies.

2. How we use it

  • To create and secure your account, and to make sure each person has only one account (this is why we verify both email and mobile).
  • To review, verify and publish listings, and to protect pet parents from fake or unsafe listings.
  • To show listings in search, and to send emails about your account, listings and bookings (for example a sign-up code, a password reset link, "your listing is live" or "your booking is confirmed").
  • To handle your bookings: to contact you to collect the payment, confirm the stay with the host, send refunds, help you before and during the stay, and contact your emergency contact if we cannot reach you.
  • To give the host what they need to care for your pets (see section 4).
  • To pay hosts, and to keep payment and tax records.
  • To publish reviews of stays (first name only), after checking them.
  • To meet legal obligations, resolve disputes and enforce our terms.

We do not sell your personal data, and we do not use it for advertising.

3. Identity documents

We collect a host owner's masked Aadhaar and a PAN card, and a pet parent's masked Aadhaar, for security and verification purposes only. They are:

  • stored privately in India (Mumbai), with no public link, and opened only by the Petroo verification team and by the person who uploaded them;
  • never shown on a listing, never shared with hosts or other users, never used for marketing and never disclosed to anyone else, except where the law requires it;
  • for hosts, deleted when the listing is deleted; for pet parents, kept on your account so you don't upload it for every booking, and deleted when you close your account; in both cases also when you ask us to, unless we must keep them longer by law.

Please upload a masked Aadhaar (you can download one free from myAadhaar). We do not need your full Aadhaar number.

4. What is public, and what hosts and pet parents see

  • Public: once a listing is approved, anyone can see its name, description, city and area, an approximate map area, photos, prices, opening hours, pets accepted, features, house rules, the host name, and published reviews (reviewer's first name, month and length of stay). The full address, landmark, PIN code, owner and contact details and identity documents are never public.
  • A pet parent with a confirmed booking sees the stay's full address. Petroo stays your point of contact: we do not share the host's phone number or email with you.
  • The host of a confirmed booking sees your first name, the dates and times, and the details of the pets staying (including health, food, behaviour, vet and vaccination record), plus any note and extra documents you added for the stay. Hosts never see your surname, phone number, email address, Aadhaar or emergency contact.

5. Who we share data with

We use trusted service providers that process data on our behalf, under their own security and privacy commitments:

  • Google Firebase and Google Cloud (accounts, database, file storage and server functions; database and files are kept in Mumbai, India);
  • Google Maps Platform (area suggestions and map locations) and Google reCAPTCHA (protects SMS verification from bots);
  • Brevo (sends our emails);
  • the host of your confirmed booking, limited to what is listed in section 4;
  • Hostinger (hosts the website).

Some of these providers may process data outside India. We may also share data when required by law, a court or a government authority, or to protect the safety of people, pets or the Platform.

6. How long we keep it

  • Account, host and pet data: for as long as your account or listing exists, and then deleted, unless we must keep some of it longer by law.
  • Bookings, payment and refund records: for as long as tax, accounting and other laws require, even after you close your account. Copies of the pets' vaccination records and extra documents attached to a booking are kept with that booking.
  • Sign-ups that were never finished are deleted automatically within about a day.
  • Database backups are kept for 7 days.
  • One-time codes and their attempt records are short-lived and cleared automatically.

7. How we protect it

The Platform uses HTTPS everywhere. Server-side rules stop browsers from reading or changing anyone else's data, and all changes to listings and accounts go through checks on our servers. Identity documents and private details are stored separately from public listing data, and only the Petroo team's verified admin account can review them. No system is perfectly secure, but we work to protect your data and will inform you and the authorities of a personal data breach as the law requires.

8. Your rights

Under the Digital Personal Data Protection Act, 2023 you can ask us to:

  • tell you what personal data we hold about you and how we use it;
  • correct, complete or update it;
  • erase it (for example by deleting your account or a listing), and withdraw consent you have given;
  • nominate another person to exercise your rights if you are unable to.

Email info@petroo.co.in from your account's email address. We aim to respond within 30 days. You may also raise a complaint with our Grievance Officer (below), and, if you are not satisfied, with the Data Protection Board of India.

9. Children

The Platform is for adults aged 18 or over. We do not knowingly collect personal data from children.

10. Changes to this policy

We may update this policy as the Platform grows (for example when online payments launch). We will post the new version here with its effective date, and tell you by email about important changes.

11. Grievance Officer and contact

Bidisha Chakraborty, Co-Founder & Chief Policy Head
Petroo Services, 37/1 Park Avenue, Modern Park, Santoshpur, Kolkata 700075, West Bengal
Email: info@petroo.co.in