Elzo Pet Care ("Elzo," "we," "us," or "our") values your privacy and is dedicated to safeguarding the privacy and security of your Personal Information (as defined below).
Elzo operates an online marketplace that enables licensed veterinary professionals ("Vets") to offer telemedicine consultations to pet owners ("Clients") and their pets ("Pets"). Both Vets and Clients will be referred to as "users," "you," or "your" in this Privacy Policy.
This Privacy Policy outlines how Elzo collects and processes your Personal Information when you use the Elzo website, application, or other platform (irrespective of your location), and it explains your privacy rights and the legal protections afforded to you.
Purpose of this Privacy Policy
This Privacy Policy governs the collection and processing of any Personal Information by us, whether it is collected in person, over the phone, in writing, through email messages with links to this Privacy Policy, or via your use of our website, mobile applications, or social media pages (collectively referred to as the "Site").
For the purposes of this Privacy Policy, "Personal Information" refers to any information that can identify an individual, in compliance with relevant privacy and data protection laws. However, anonymous information that does not identify an individual is not considered Personal Information.
It is essential that you read this Privacy Policy along with any other specific privacy notices we may provide on certain occasions when collecting or processing your Personal Information. This ensures you fully understand how and why we use your data. This Privacy Policy complements other notices and privacy policies and is not intended to override them.
We encourage you to thoroughly read this Privacy Policy and stay updated on any changes that may be made from time to time, as described under the "Changes to this Privacy Policy" section.
Elzo Pet Care serves as the controller responsible for processing your Personal Information under this Privacy Policy. Elzo is a subsidiary of Elzo Inc., collectively referred to as the "Elzo Group."
Personal Information You Provide
We collect, use, store, and transfer Personal Information that you voluntarily provide to us when using our services. This Personal Information is gathered to provide you with the requested services and respond to your inquiries. Below are the specific types of Personal Information we collect:
For Clients – When you register an account on our Site, we collect the following Personal Information:
- First and last names
- Residential address
- Email address(es)
- Mobile phone number(s)
- Details about your Pet
For Vets – When you subscribe to our service and post your listing on the Site, we collect the following information (please note that some of this information may not constitute "Personal Information" under data protection laws if it does not identify any individual):
- First and last names
- Veterinary license information
- Veterinary clinic information
- Business mailing address
- Business website address
- Business email address(es)
- Business phone number(s)
- Mobile phone number
- Banking information for depositing patient consultation fees
Additionally, in the following circumstances, we may collect additional Personal Information:
1. Account and Profile Data: Information related to your account, such as bookings, orders, subscriptions, and payment information (handled securely by our third-party payment processor, Stripe). We may also collect information from interactive features on our site, such as surveys or promotions.
2. Customer Service: Personal Information you provide when engaging with our customer service for inquiries, issue resolution, or communication. This includes information shared via phone, letters, emails, chat messages, texts, social media pages, support tickets, or feedback, and may include your name and contact details.
3. Marketing & Communications: When signing up for marketing communications, we may request your contact information, such as name and email address, and preferences for receiving marketing materials from us and third parties.
Please note that we do not store credit or debit card information. Payments are processed through our third-party payment provider, fully compliant with Payment Card Industry (PCI) data security standards.
Technical Information
In addition to the Personal Information you provide directly, we may collect, use, and share certain automatically generated information from your use of the Site, known as "Technical Information." Technical Information is not considered Personal Information under data protection laws as it does not directly or indirectly identify you. However, if we associate it with your Personal Information to identify you, we will treat it as Personal Information in accordance with this Privacy Policy. Here are the types of Technical Information we may collect:
1. Log Files: Log files record details of each visit to our Site, including your operating system, date, time, and duration of the visit, accessed pages and documents, and the previous site you visited (e.g., the search engine that referred you to our Site). This information is collected for aggregated statistical purposes, such as tracking site visits and traffic patterns.
2. Device Identifiers: Device identifiers, like IP addresses, are unique numbers associated with devices. We may use device identifiers to identify repeat visitors, detect and prevent fraudulent activity, and approximate geographic location (to a city level) to understand our customer base locations.
3. Cookies: Cookies are small text files stored on your computer that identify your IP address when you visit our Site. We use session cookies (expire when you close your browser) and persistent cookies (stay on your computer until deleted). Cookies help us personalize your browsing experience and collect aggregated statistical information similar to log files. You can choose to disable or block cookies in your browser settings.
4. Web Beacons: Web beacons, also known as pixel tags or clear GIFs, may be used on our Site pages, social media pages, and email messages to track user actions, measure marketing campaign success, and compile statistics about site usage and email response rates. They work with cookies, and you can disable or block them.
5. Analytics: We use Google Analytics to gather statistics about visitors to our Site. Google Analytics tracks non-personally identifiable information, such as search engines, advertising, email marketing, and digital collateral data. You can learn more about Google Analytics on their website.
6. Geo-location: If you activate GPS location on our mobile app or allow location identification on our website, we may access your location to match Clients with eligible Vets in the closest locale.
Information we receive from third-party sources
Sensitive Data:
We do not collect any "Special Categories of Personal Data" about you, which includes information about your race or ethnicity, religious beliefs, sex life, sexual orientation, political opinions, trade union membership, health information, genetic or biometric data, or information about criminal convictions and offenses.
Personal Information of Children:
Our Sites are not intended for children, and we do not knowingly collect Personal Information from children. However, we may not always be able to determine the age of individuals accessing and using our Site. If a minor (as defined by applicable law) provides us with their data without parental or guardian consent, we encourage the parent or legal guardian to contact us to have this information removed from our records.
Failure to Provide Personal Information:
If we need to collect personal information by law or under a contract we have with you, and you fail to provide that data when requested, we may not be able to perform the contract or provide certain services or features of the Sites. In such cases, we will notify you if the lack of information impacts the services we can offer.
We will only use your Personal Information when we have a lawful reason to do so, as permitted by data protection laws. Below, we outline the reasons (legal bases) for using your Personal Information and the specific purposes for which we collect and process it.
Performance of a Contract With You
We collect and use your Personal Information to enter into a contract with you and to provide the services you have requested. This includes using your information for the following purposes:
1. Setting up your account on our Site and providing access to the relevant services.
2. Matching Clients with Vets to facilitate veterinary telemedicine consultations and other Pet-related services.
3. Collecting payment for our services from Clients and processing payments to Vets for patient consultations.
4. Responding to your inquiries and offering customer support when requested.
5. Notifying you about changes to our contractual terms.
Legitimate Interests
We process your Personal Information when we have a legitimate interest, such as improving our services, promoting responsible user relationships, and safeguarding our interests and the interests of others. This includes using your Personal Information for the following purposes:
1. Monitoring and analyzing usage data to enhance our Site and service quality.
2. Personalizing content on the Site to display relevant information and Vet listings that match Clients' search criteria and location.
3. Efficiently addressing inquiries, complaints, and issues to ensure a positive customer experience.
4. Preventing, detecting, and investigating prohibited activities, fraud, or illegal behavior, and cooperating with regulators when required.
5. Enforcing contract terms, recovering debts, and defending legal claims to protect our rights and the rights of others.
6. Sending you marketing communications about our products, services, and initiatives in accordance with applicable laws (you can opt-out at any time using the steps in the "Your Privacy Preferences" section).
Compliance with Legal Obligations
We may use your Personal Information to fulfill our legal obligations or comply with regulatory requirements. In such cases, we may need to share your Personal Information with law enforcement agencies or regulators.
Consent
In certain situations, we may process your Personal Information based on your consent. When seeking your consent, we will clearly explain the specific purposes for which your information will be used.
Direct and Third-Party Marketing; Opt-Out
We may use your Personal Information, with your consent or where permitted by law, for marketing purposes. This includes using your name, contact details, account information, and technical data to provide personalized offers and relevant information about our products, services, and initiatives.
If you have requested information from us or purchased services and have not opted out, we may also send you marketing materials related to our other products, services, or features.
Before sharing your Personal Information with third parties for marketing purposes, we will obtain your explicit consent.You can opt-out of receiving marketing messages at any time by updating your preferences in the "Your Privacy Preferences" section.
Change of Purpose
We will use your Personal Information only for the purposes for which it was collected, unless a new purpose is compatible with the original one. If we need to use your Personal Information for an unrelated purpose, we will notify you and explain the legal basis for doing so.
Please note that we may process your Personal Information without your explicit consent if required or permitted by law, following the rules mentioned above
Sharing of Personal Information
Elzo does not trade or sell Personal Information to third parties. However, we may disclose Personal Information to certain parties for specific
purposes, as outlined below. Rest assured, these disclosures will be in compliance with applicable laws.
Other Users of the Site
Certain information you provide, such as name, photograph, veterinary license (for Vets), location, areas of interest, and capabilities (for Vets),
may be displayed to other users of the Site. For example, when a Client searches for a licensed veterinarian or joins an appointment with a veterinarian.
Elzo Group
We may share your Personal Information with other companies within the Elzo Group for purposes mentioned in the "How We Use Your Information" section.
This sharing is done to efficiently utilize resources like customer services and technology across the Elzo Group.
Third Party Service Providers
At times, we may disclose Personal Information to third-party service providers who assist Elzo in various services. We ensure that such disclosure
is limited to the necessary information required for the specific purpose or service. These third-party service providers may include payment processors,
software development partners, and customer support providers. We only permit these providers to process your Personal Information for the intended
purposes and in accordance with our instructions. We require them to respect the security and confidentiality of your Personal Information.
Sale or Business Transaction
In the event of a prospective or completed sale, merger, restructuring, or other business transaction involving all or part of our business, we may
share or transfer your Personal Information. The recipient parties will be contractually obligated to maintain the confidentiality and use the
information only for the purposes of the transaction.
Technical Information
We share Technical Information with Google Analytics to understand how users interact with our Site and enhance their experience
Other Disclosures
We may also disclose your Personal Information in the following circumstances:
- To comply with legal obligations, regulatory requirements, court orders, or requests from governmental authorities.
- To protect the safety of you or others, prevent fraud or other crimes, or cooperate with law enforcement agencies.
- To enforce our rights under any contract with you or this Privacy Policy.
- For any other purpose disclosed by us at the time of collecting the information.
Third-Party Platforms
Our Site may contain links to other third-party platforms. While we strive to link only to platforms with privacy practices similar to ours, clicking on
these links may enable third parties to collect or share data about you. We advise you to review the privacy policies of each platform you visit.
Rest assured, we prioritize the security of your Personal Information and take measures to protect your privacy.
Retention of Personal Information:
We will retain your Personal Information only for as long as necessary to fulfill the purposes for which it was collected and to comply with applicable
legal, regulatory, tax, accounting, or reporting requirements. In certain cases, we may retain your Personal Information for a longer period if there
is a possibility of a complaint or litigation related to our relationship with you.
To determine the appropriate retention period, we consider factors such as the amount, nature, and sensitivity of the Personal Information, the potential risk of unauthorized use or disclosure, the purposes of processing, alternative means to achieve those purposes, and legal requirements.
Generally, we retain your data for up to 6 years after your last use of our service, cancellation of any ongoing contract (e.g., subscription-based access), or termination of access to our Sites.
In some cases, we may anonymize your Personal Information for research or statistical purposes. When information is anonymized, it is no longer associated with you, and we may use it indefinitely without further notice.
When your Personal Information is no longer required, we will make reasonable efforts to securely destroy or anonymize all electronic and hard copies. However, if we have provided your information to third parties for specific purposes (e.g., payment processing), those third parties may retain the information according to their own retention and privacy policies, if they are the controllers of such information.
Rest assured, we take appropriate measures to ensure the security and confidentiality of your Personal Information throughout its retention period.
Security of Personal Information:
We take all reasonable measures to protect your Personal Information from unauthorized access, use, disclosure, copying, or modification. Our security measures
encompass physical, organizational, and technological safeguards, which may evolve over time to align with the latest available methods and effectiveness.
Some of the key security measures include:
1. Limited Access: We restrict access to Personal Information to employees and Third Party Service Providers who require it for legitimate business purposes. They are bound by confidentiality obligations and must comply with this Privacy Policy and our internal privacy and security practices.
2. Secure Systems: Access to systems, accounts, electronic databases, and other formats containing Personal Information is restricted through password protection and internal security policies.
3. Technical Security Measures: We implement advanced technical security measures, including firewall technology, anti-malware screening, and data encryption, when interacting with users, Third Party Service Providers, and partners.
Although we employ data encryption technology during interactions, it is important to acknowledge that transmitting data electronically carries a residual risk. Despite our best efforts, no security measures are infallible, and no data transmission method can be guaranteed against interception or misuse. These inherent risks are associated with all online interactions. In case of any suspected breach of Personal Information, we have established procedures to address the situation promptly and will notify you and relevant regulatory authorities if legally required.
Rest assured, we are committed to maintaining a secure environment for your Personal Information, and we continuously monitor and update our security practices to protect your privacy.
Your Rights in Relation to Personal Information:
You have certain rights under data protection laws concerning your Personal Information, as outlined below. If you wish to exercise any of these rights, please contact us using the information provided in the "Contact Us" section below.
1. Request Access: You have the right to request access to the Personal Information we hold about you. This allows you to obtain a copy of your data and verify its lawfulness of processing.
2. Request Correction: You can request the correction of any incomplete or inaccurate Personal Information we hold about you. We may need to verify the accuracy of the updated data you provide.
3. Request Erasure: You have the right to request the deletion or removal of your Personal Information when there is no valid reason for us to continue processing it. This includes situations where you successfully object to processing, where we processed the data unlawfully, or where local law requires erasure. However, there may be specific legal reasons that prevent us from complying with your request, which we will inform you about if applicable.
4. Object to Processing: You can object to the processing of your Personal Information if we rely on legitimate interests (ours or third parties') and there are grounds related to your particular situation that justify the objection. You also have the right to object to direct marketing. In some cases, we may have compelling legitimate grounds for processing that override your rights and freedoms.
5. Request Restriction of Processing: You can request the temporary suspension of processing your Personal Information in certain situations, such as when you want us to verify the data's accuracy or while we assess an objection you raised.
6. Request Data Portability: If applicable, you can request the transfer of your Personal Information to a third party in a structured, commonly used, machine-readable format. This right only applies to automated information you initially provided consent for or when we used the data to fulfill a contract with you.
7. Withdraw Consent: If we rely on your consent to process your Personal Information, you can withdraw your consent at any time. This will not affect the lawfulness of processing carried out before the withdrawal, but it may impact our ability to provide certain products or services to you.
8. Right to Complain: If you believe that we have mishandled or processed your information improperly, you have the right to lodge a complaint with a competent data protection authority.
We aim to respond to all legitimate requests within one month. If your request is complex or multiple requests have been made, it may take longer, but we will notify you and keep you informed throughout the process.
Accessing your Personal Information and exercising your rights is generally free of charge. However, if your request is unfounded, repetitive, or excessive, we may charge a reasonable fee or refuse to comply. This is also a measure to safeguard your Personal Information from being disclosed to unauthorized individuals.
To verify your identity, we may request specific Personal Information from you to match against our records. This is a security measure to prevent unauthorized access to your data. We may also ask for further information to expedite our response to your request. Please be assured that your privacy and security remain our priority throughout this process.
We regularly review and may amend this Privacy Policy from time to time. The "Last Updated" date at the top of the policy indicates when the most recent changes were made. To stay informed about any modifications to this Privacy Policy, we recommend checking back periodically. If we make any significant changes that could impact your rights, we will notify you appropriately, such as through in-Site notifications or email.
If you disagree with any changes to the Privacy Policy, we kindly ask that you refrain from using our Site or providing us with your Personal Information. Your continued use of our Site or services after the changes are implemented will indicate your acceptance of the updated Privacy Policy.
It is essential that the Personal Information we have about you is accurate and up-to-date. Please inform us promptly if your Personal Information changes during your relationship with us.
If you wish to exercise your privacy rights or preferences or if you have any questions or complaints concerning this Privacy Policy or how your Personal Information has been collected or handled by Elzo, please reach out to our Privacy Manager using the following contact details:
- Email address: support@elzo.in
- Telephone number: +91-6239700326