PetsNest Privacy Policy

1. Who we are

PetsNest ("PetsNest", "we", "us", "our") is a mobile application operated by Pet Care Solutions Lanka (Pvt) Ltd (formerly Dr Paw (Pvt) Ltd), 4B Sri Sunandarama Road, Kohuwala, Sri Lanka ("the Company"). We are the data controller for the personal information described in this Policy. (The App Store / Google Play listing may still show the former company name, "DR. PAW (PRIVATE) LIMITED" — it is the same legal entity.)

Contact: info@drpaw.life — this address is our privacy contact for all data-protection questions and requests.

This Policy explains what personal information we collect through the PetsNest app and related websites (the "Services"), how we use it, who we share it with, and the choices and rights you have. It should be read together with our Terms of Use.

2. What PetsNest does

PetsNest helps pet owners ("you") care for their pets. The Services include:

• Pet profiles and health records — profiles, photos, vaccinations, medical history, medications, allergies, measurements, life log, training, and safety/lost-pet tools;
• Pawbook — a social network where pets' profiles post, comment, react, follow, make friends, and exchange direct messages;
• VetNest bookings — discovering veterinary clinics and booking appointments (in-clinic, remote, or home visits), including bills and payments;
• Health Passport — an optional shareable emergency card for your pet (link/QR code).

3. Information we collect

3.1 Information you give us

• Account details: your mobile phone number (used to sign in with one-time SMS codes), your name, and an optional profile photo.
• Pet information: pet name, species, breed, sex, date of birth, photos, microchip details (number, implant date/location, registry), weight/height and body-condition entries, sterilisation details, and country of birth/residence.
• Pet health records you enter: vaccinations, medical conditions, medications, allergies, surgeries, vet visits, preventive care, lab/medical documents and photos, and life-log entries (including owner-recorded vitals such as weight).
• Safety information: emergency contact name and phone number for your pet, and lost-pet reports.
• Pawbook content: posts (text, photos, videos), comments, reactions ("paw-ups"), follows, friend requests, direct messages (sent as your pet or, if you choose, as yourself — showing your first name and profile photo), saved posts, reports you file, and accounts you block.
• Booking information: appointment details (clinic, date/time, visit type, reason), and billing records for those appointments.
• Support and feedback you send us.

3.2 Information created or collected automatically

• Device and app data: device push-notification token (so we can deliver notifications), device platform (iOS/Android), app version, and network connectivity state (used only to show the offline banner).
• Usage and diagnostic data: logs generated when the app talks to our servers (e.g. timestamps, request identifiers, error reports) used for security, debugging, and service reliability.
• Location (only when you use lost-pet features): if you report your pet lost and choose to attach a location, we collect the device's location at that moment ("last seen" position). We do not track your location in the background.

3.3 Information from clinics

When you book with, or link your pet to, a veterinary clinic that uses our clinic software (VetNest), that clinic may create clinical records about your pet (e.g. diagnoses, prescriptions, vaccinations administered, invoices). Those records appear in your app where the product supports it. Clinics are responsible for the clinical records they create.

3.4 Payment information

Payments are processed by our payment provider, WebXPay. Your card details are entered with and processed by WebXPay under its own terms and privacy policy — we do not receive or store your full card number. We receive confirmation of payment (amount, status, reference) to complete your booking.

4. How we use your information

We use personal information to:

• provide, operate, and secure the Services (accounts, pet records, bookings, Pawbook, notifications);
• send one-time sign-in codes by SMS and deliver push notifications you have enabled (activity on your posts, messages, booking updates, and occasional service announcements);
• process bookings and payments and share necessary details with the clinic you book;
• operate safety features (lost-pet alerts, emergency Health Passport);
• moderate Pawbook, act on reports, and enforce our Terms;
• respond to support requests;
• maintain security, prevent fraud and abuse, and debug problems;
• comply with legal obligations.

Where the law that applies to you requires a legal basis for processing, we rely on: performance of a contract (providing your account, pet records, bookings, and Pawbook); legitimate interests (securing the Services, preventing abuse, moderating content, and improving reliability); consent (location for lost-pet reports and push notifications — both of which you can withdraw at any time in your device settings); and legal obligation (keeping transaction records we are required to keep).

5. How information is shared

• With other users (Pawbook): content you post to Pawbook is visible according to its audience setting. Community/public posts are visible to other PetsNest users globally. Private posts are visible to your pet's owners/co-owners. Direct messages are visible to the owners/co-owners of both pets in the conversation. If you send a message "as yourself", your first name and profile photo are shown to the other pet's owners.
• Health Passport (you control it): if you share your pet's Health Passport link or QR code, anyone with the link can see the emergency card: pet identity (name, species, breed, sex, age, photo), microchip number, owner-reported allergies, vaccination records, critical medical alerts, and emergency contact details; the printable version also shows the owner's name and phone number so a found pet can be returned. If you activate lost-pet mode with a location, the "last seen" location is shown on the passport only while the pet is marked lost. Share the link only with people you trust.
• With clinics: when you book, the clinic receives the information needed to provide care — your name, contact number, pet profile, the booking details, and, for treating clinicians, safety-critical information (e.g. recorded allergies and medical alerts, which follow the pet across treating clinics for its safety).
• With service providers (processors) who host and run the Services under contract with us: cloud hosting and storage (Amazon Web Services, region Singapore), push-notification delivery (Expo), SMS delivery providers (for sign-in codes), payment processing (WebXPay), map display for lost-pet locations (Google Maps), and error-monitoring services.
• Corporate group: with our affiliates that help operate the Services (e.g. the Dr Paw / AURUM group companies), under this Policy.
• Legal: where required by law, legal process, or to protect the rights, safety, and security of users, animals, the public, or the Services.
• Business transfers: if we are involved in a merger, acquisition, or asset sale, personal information may be transferred as part of that transaction, subject to this Policy.

6. App permissions

The app asks for permissions only for the features that need them, and each can be declined or revoked in your device settings:

• Camera — taking pet photos/videos for profiles, health records, and Pawbook.
• Photo library — choosing existing photos/videos for the same features.
• Microphone — sound when recording videos for Pawbook.
• Location (while using the app) — attaching a "last seen" location when you report a pet lost.
• Notifications — activity, messages, booking updates, and service announcements.

7. Data retention

We keep your information while your account is active. If you delete content (e.g. a Pawbook post), it is removed from view; residual copies may persist for a limited period in backups and moderation records. Clinical records created by clinics may be retained by those clinics to meet their professional and legal record-keeping obligations. We retain transactional records (bookings, payments) as required by law. When information is no longer needed, we delete or anonymise it.

8. Account deletion

You can delete your PetsNest account at any time:

• In the app: Settings → Account → Delete account; or
• By email: write to info@drpaw.life from a way we can verify, and we will delete your account.

Deleting your account removes your profile and your pets' owner-entered records from the Services. Records that clinics are legally required to keep (clinical records, invoices) are retained by the responsible clinic; payment/transaction records are retained as required by law.

A full description of the deletion process is also published at https://drpaw.life/petsnest-delete-account/.

9. Security

We protect personal information with technical and organisational measures, including encryption in transit (HTTPS), access controls and tenant isolation on clinic data, secure cloud infrastructure, and monitoring. No system is perfectly secure; please keep your phone and sign-in codes safe and tell us immediately at info@drpaw.life if you suspect unauthorised access.

10. International transfers

Our Services are hosted on Amazon Web Services in Singapore, and our operations are based in Sri Lanka. If you use the Services from another country, your information will be transferred to and processed in these locations. Where the law of your country requires safeguards for such transfers, we rely on appropriate safeguards, including contractual data-protection commitments with our service providers.

11. Your rights

Subject to the law that applies to you (including Sri Lanka's Personal Data Protection Act No. 9 of 2022 and, where applicable, GDPR-family laws), you may have the right to:

• access a copy of your personal information;
• correct inaccurate information;
• delete your information (see Account deletion above);
• object to or restrict certain processing;
• withdraw consent where processing is based on consent (e.g. turn off location or notifications at any time);
• receive your information in a portable format;
• complain to your data-protection authority.

To exercise these rights, contact info@drpaw.life. We will respond within the period required by applicable law.

12. Children

The Services are not directed at children. You must be at least 16 years old to create a PetsNest account. A younger family member may participate as a pet's co-owner only under the account and supervision of a parent or guardian; the product is designed so that a pet's owners/co-owners share visibility of the pet's private activity for exactly this oversight purpose. If you believe a child has created an account, contact us and we will delete it.

13. Changes to this Policy

We may update this Policy as the Services evolve. We will post the updated version with a new "Last updated" date, and for material changes we will notify you in the app. Continued use after the effective date means the updated Policy applies.

CensoNest mobile application

CensoNest is a field-data capture tool used by Public Health Inspectors (PHIs) and veterinary field workers under the Dr Paw / Daththa animal-welfare programme. Account access is provisioned by an administrator; users do not self-register through the app.

Data CensoNest collects

• Name — for account identity and audit trail (required).
• Phone number — for one-time-password (OTP) login (required).
• Email address — for OTP login on supervisor / admin accounts (optional).
• Precise location (GPS) — for geo-tagging stray-dog sightings and household visits. This is the core operational data of the survey (required when capturing in the field).
• Photos — optional visual evidence attached to a sighting or animal record.
• App interaction events — assignment progress, sync status, error logs (operational).

How CensoNest data is handled

All CensoNest data is transmitted over TLS (HTTPS), stored encrypted at rest in our Sri Lankan data partner's infrastructure, and retained for the duration of the survey programme it relates to. CensoNest data is not shared with third parties, not used for advertising, and not sold.

CensoNest data deletion

To request deletion of your CensoNest account and associated captures, email info@drpaw.life with the subject "CensoNest data deletion" and the phone number you registered with. Your account will be deactivated within 7 days, and all associated personal data (sightings, photos, GPS tracks, household-visit records) will be removed from production storage within 30 days. Aggregated, de-identified survey statistics may be retained for research purposes by the programme operator.

CensoNest is operated for the Daththa animal-welfare survey programme. Technical operator: Aurum Health Tech.

14. Contact us

If you would like to exercise your privacy rights, or if you have any questions or complaints about this Privacy Policy or the way your personal information has been handled, please reach out using the details below.