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Privacy Policy

Last updated: October 2, 2026

1. Introduction

  1. This Privacy Policy explains how MM Ventures, a sole proprietorship operating the brand Urban Paw Company and the website www.urbanpawcompany.in (“we”, “us” or “our”), collects, uses, shares, stores and protects your personal data.
  2. This Policy is published in accordance with the Digital Personal Data Protection Act, 2023 and the rules made thereunder (together, the “DPDP Act”), the Information Technology Act, 2000, and the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011.
  3. For the purposes of the DPDP Act, MM Ventures is the “Data Fiduciary” and you are the “Data Principal”.
  4. By using the Website or placing an order, and by giving your consent where requested, you agree to the processing of your personal data as described in this Policy.

2. Personal Data We Collect

  1. Data you provide (required to place an order): your name, mobile number, email address and delivery address.
  2. Data you provide (optional): any other information you choose to share with us, such as details about your pet, product reviews, photographs, videos, or messages sent to us on WhatsApp, phone or email.
  3. Data collected automatically: when you use the Website, we and our service providers may collect technical information such as your IP address, device and browser type, pages viewed, time spent and referring links, through cookies and similar technologies, including the Meta Pixel.
  4. Payment data: Online payments are processed by our payment gateway partner, Razorpay. We do not collect or store your card number, CVV, bank account details or UPI PIN. We receive only limited transaction information, such as payment status and transaction reference, from Razorpay.

3. Purposes of Processing

We process your personal data for the following purposes:

  1. to process, confirm, ship and deliver your orders, including sharing order and tracking updates by SMS and WhatsApp;
  2. to handle payments, cancellations, returns, exchanges and refunds;
  3. to respond to your queries, complaints and grievances;
  4. to send you marketing communications, offers and updates by WhatsApp or other channels, where you have consented to receive them;
  5. to measure and improve the performance of the Website and our advertising, including through the Meta Pixel;
  6. to publish Customer Content you share with us, as set out in Clause 10 of the Terms and Conditions;
  7. to prevent fraud and misuse of our services, including COD and return misuse; and
  8. to comply with our obligations under applicable law, including tax and accounting laws.

4. Consent and Withdrawal of Consent

  1. We process your personal data on the basis of your consent, or for legitimate uses permitted under the DPDP Act, such as processing data you have voluntarily provided for completing your order, or complying with law.
  2. You may withdraw your consent at any time by writing to us at supporturbanpaw@gmail.com. Withdrawing consent shall be as easy as giving it.
  3. Withdrawal of consent shall not affect processing that took place before withdrawal. If you withdraw consent for processing that is necessary to fulfil an order, we may not be able to complete that order.

5. Marketing Communications

  1. We may send you offers and updates on WhatsApp and other channels only where you have consented to receive them.
  2. You may opt out at any time using the opt-out option provided in the message, or by writing to supporturbanpaw@gmail.com. Opting out of marketing shall not stop transactional messages about your orders.

6. Cookies and Tracking Technologies

  1. The Website uses cookies and similar technologies to operate the Website, remember your preferences, understand how the Website is used and measure our advertising.
  2. We use the Meta Pixel, a tool provided by Meta Platforms, Inc., which collects information about your actions on the Website to help us measure, optimise and show relevant advertisements on Facebook and Instagram. Meta’s processing of this data is governed by Meta’s own privacy policy.
  3. You can manage or disable cookies through your browser settings. Disabling some cookies may affect the functioning of the Website.

7. Sharing of Personal Data

  1. We do not sell your personal data.

  2. We share personal data only to the extent necessary, with:

    1. courier and logistics partners, for delivery of your orders (your name, address and mobile number);
    2. Razorpay, our payment gateway partner, for processing online payments and refunds;
    3. Meta Platforms, Inc., through the Meta Pixel and the WhatsApp Business platform, for advertising measurement and customer communication;
    4. website hosting, technology and messaging service providers who help us operate the Website and communicate with you; and
    5. government, regulatory or law-enforcement authorities, where required by law or a lawful order.

  3. Our service providers process personal data on our behalf, for the purposes set out in this Policy, and are required to protect it.

  4. Some of our service providers may process data outside India. Any such transfer shall be in accordance with the DPDP Act and any restrictions notified by the Central Government.

8. Data Retention

  1. We retain personal data only for as long as necessary for the purposes for which it was collected.
  2. Order, invoice and transaction records are retained for the period required under applicable tax, accounting and other laws, including the Central Goods and Services Tax Act, 2017.
  3. Data used for marketing is retained until you opt out or withdraw your consent.
  4. Once the purpose is served and no law requires us to retain the data, we shall erase it, or cause our service providers to erase it.

9. Data Security

  1. We use reasonable security practices and procedures, including technical and organisational measures, to protect your personal data against unauthorised access, use, alteration, disclosure or loss.
  2. No method of transmission over the internet or of electronic storage is completely secure. We cannot guarantee absolute security.
  3. In the event of a personal data breach, we shall notify the affected persons and the Data Protection Board of India, as required under the DPDP Act.

10. Your Rights

Subject to the DPDP Act, you have the right to:

  1. obtain a summary of the personal data we process about you and the processing activities undertaken;
  2. obtain the identities of the persons with whom your personal data has been shared, and a description of the data shared;
  3. request correction, completion or updating of your personal data;
  4. request erasure of your personal data, unless we are required by law to retain it;
  5. withdraw your consent at any time;
  6. have your grievances addressed by us; and
  7. nominate another person to exercise these rights on your behalf in the event of your death or incapacity.

To exercise any of these rights, please write to us at supporturbanpaw@gmail.com from your registered email address, or mention your registered mobile number. We may need to verify your identity before acting on a request. We shall respond within the period prescribed under the DPDP Act.

11. Children’s Data

The Website is not intended for persons below 18 years of age. We do not knowingly collect personal data of children without verifiable consent of a parent or lawful guardian, as required under the DPDP Act. If you believe that we have collected such data, please contact us and we shall erase it.

12. Third-Party Websites

The Website may contain links to third-party websites and services, such as social media platforms. We are not responsible for their privacy practices. Please read their privacy policies before sharing any personal data with them.

13. Grievance Officer and Contact

  1. For any question, request or grievance regarding this Policy or your personal data, please contact:

    • Designation: Grievance Officer, MM Ventures (Urban Paw Company)
    • Address: Block-G, Rohini Sector-16, New Delhi, Delhi – 110085
    • Email: supporturbanpaw@gmail.com
    • Phone / WhatsApp: +91 92115 75559
    • Hours: 9:00 AM to 9:00 PM IST, all days

  2. If you are not satisfied with our response, you may file a complaint with the Data Protection Board of India after exhausting the grievance redressal mechanism set out above.

14. Changes to this Policy

We may update this Policy from time to time by publishing the revised version on the Website with a new “Last updated” date. Where changes are material, we shall make reasonable efforts to notify you.