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 withdraw consent — reply STOP on WhatsApp or email us, and we'll action it. 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 name and WhatsApp profile name
• 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 process your information based on your consent, which we ask for clearly and upfront. When you first start using Raahat, you'll see a short notice and a clear, affirmative consent step — something like:

This consent is informed (we tell you what we collect and why), specific (limited to providing the services you ask for), and given by a clear, affirmative action on your part. Under the Digital Personal Data Protection Act, 2023, you're the Data Principal (the person the data is about) and HoC is the Data Fiduciary accountable for handling it.

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 first, you're agreeing to let us reply and reach you on WhatsApp for care coordination, reminders, and support. We send transactional messages — things tied to your cat, your bookings, and your requests — not marketing spam.
• You can stop at any time. Reply STOP (or tell us “opt out” / “stop messaging me”), or email us, and we'll stop sending you messages. You can also ask us to delete your information.
• 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

Your information is stored and maintained on secure cloud servers hosted on Microsoft Azure and/or Google Cloud, within their India regions.

Some processing — particularly the AI features described above — may take place on servers located outside India, including in the United States, because certain AI providers operate there. When that happens, we share only what's needed for that purpose and rely on those providers' own security and data-protection measures. By using Raahat's AI-assisted features, you consent to this processing.

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
• Microsoft Azure and Google Cloud — for secure hosting and storage
• 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.

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. What we can promise is that we'll always do our honest best to protect what you share, and to act quickly if something goes wrong.

If a personal data breach affecting your information occurs, we may notify you and the relevant authorities as 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:

• Active customers — for as long as you're using HoC and your cat is in our care.
• Inactive accounts — typically up to [3 years] after your last interaction with us, after which we delete or anonymise your information.
• Financial and legal records — for as long as the law requires us to keep them, such as under tax and accounting rules.

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, usually within a reasonable time. If we can't fully action a request — for example, where the law requires us to keep certain records — we'll tell you why.

Children

HoC's services are meant for adults (18 and over) who care for cats. We don't knowingly collect information from children. If you believe a minor has shared information with us, please tell us and we'll remove it.

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.