Marketplace privacy notice

This notice covers Pawzaar: shopping, vet bookings, buyer accounts and seller onboarding. Clinics that use Vetlyn's practice software are covered by the separate Pawzaar privacy policy.

We follow Pakistani law, including the Prevention of Electronic Crimes Act 2016, and we collect only what we need to run the marketplace.

Contact details

Name, mobile number, email (optional), city

Delivery details

Address, area, landmark, delivery notes, saved addresses

Orders and bookings

What you ordered or booked, prices, status, messages from the seller, cancellation and return reasons

Pets

Pet name, species, breed, age, weight and notes you choose to save or send with a booking

Account

Email and password (stored securely by our login provider), your wishlist, followed stores, reviews and questions

Returns

Photos you upload and, for refunds, your bank, Raast or wallet details

Device and safety

A one-way hash of your IP address for rate limits and fraud prevention, and technical logs

Sellers

Business and KYC details (CNIC, NTN, licences, bank account) collected during the seller application

We don't collect card numbers: there is no online card payment yet.

• To send your order or booking to the right seller or clinic, and show you its progress.
• To let sellers and couriers contact you and deliver your order.
• To send you updates by WhatsApp, SMS or email about your orders, bookings, returns and support requests.
• To prevent fraud and abuse, for example fake orders or repeated refusals, and to keep the platform secure.
• To handle returns, refunds, reviews and disputes.
• To understand how the marketplace is used, using aggregate counts only (for example "how many people viewed a product today"), never a profile of you.
• To meet legal duties, such as tax records and responding to lawful requests from authorities.

• The seller or clinic you order from or book with: your name, phone, address, order or booking details and pet details. They may use it only to fulfil your order or care for your animal, not for marketing without your consent.
• Couriers and riders used by the seller: your name, phone, address and the amount to collect.
• Service providers who run parts of the platform for us (hosting, database, messaging), under contracts that keep your data confidential.
• Authorities, when Pakistani law requires it.

We don't sell your personal data, and we don't share it with advertisers.

• Order, booking and return updates are sent to the number or email you gave. These are part of the service.
• Promotional messages (deals and vouchers) are off unless you turn them on. You can turn any message type off in your account's profile page, or reply STOP.
• We don't send non-urgent WhatsApp or SMS messages between 10 pm and 8 am.

Refund account numbers (IBAN, Raast ID or wallet number) are encrypted in our database. Only the person sending your refund and Pawzaar finance staff can see them, and each view is logged. They are deleted 90 days after you confirm the refund arrived.

Orders, bookings, returns

As long as needed for the service, disputes and tax records (generally up to 6 years)

Account data

Until you delete your account, then removed or anonymised within 30 days, except records we must keep

Refund account numbers

90 days after the refund is confirmed

Return photos

Up to 1 year after the return is closed

Seller KYC documents

While the seller is active and as long as the law requires afterwards

IP hashes and rate-limit data

Short-term, for security

We use a small number of cookies and browser storage for things you'd expect: keeping you signed in, remembering your city and your cart, and listing orders placed on this device. We don't use advertising cookies.

• See and update your details, addresses and pets in your account at any time.
• Ask for a copy of your data, a correction, or deletion of your account by messaging Pawzaar support. We reply within 30 days.
• Turn off promotional messages at any time.
• If a seller misuses your details, report it to Pawzaar support and we will act.

We use access controls in the database so each person sees only their own data, encrypt sensitive values, hash IP addresses and passwords, and limit staff access by role. No system is perfectly secure; if a breach affects your data, we'll tell you and the relevant authorities as the law requires.

We'll update this notice when our practices change and show the new version and date at the top. For privacy questions or requests, message Pawzaar support on WhatsApp from the Help page.