Data retention and deletion policy
- Effective Date: 2026-08-28
This policy covers how long Pawgloo™ stores specific categories of partner data and the exact process for removing your partner profile.
1. Data retention schedules
We retain different categories of data based on their operational necessity and legal requirements.
- Active account data: Your profile, schedule, authentication records, standing financial methods (reusable credentials), bookings, call/chat logs, ratings, and active wallet balance are retained continuously while your partner account remains active.
- Cache locks: Temporary system state locks used to prevent booking conflicts are ephemeral and expire quickly based on system configuration TTLs.
- Planned statutory retention (Subject to final legal approval): We intend to enforce the following specific retention timelines once finalized:
- Eight years: KYC documents (Aadhaar, PAN, video, GPS), historical our payment processor references, ledger entries, tax deductions, and payout batches to comply with financial and anti-money laundering regulations.
- Two years: Customer support and grievance logs.
- Thirty-day purge cycle: A routine cycle to permanently hard-delete soft-deleted data.
2. Account closure and deletion matrix
When you initiate and successfully complete an account closure request, we systematically process your data. It is critical to distinguish between deleting your active, reusable credentials and preserving immutable historical references for audits.
A. Data we delete
The following information is permanently removed from our active systems:
- Your active partner profile and schedule.
- Authentication records.
- Locally stored bank methods (the reusable credentials like your bank account number and IFSC code).
- Professional licenses and personal media stored in secure cloud storage.
- Your our communication partner chat and video user profile.
B. Data we anonymize
- Bookings: Selected booking fields associated with your past appointments are anonymized. This removes your identifiable information while preserving the service history for the user.
C. Data we retain (The immutable ledger)
To comply with strict Indian financial regulations, certain data cannot be expunged.
- KYC records: Your Aadhaar, PAN, and related verification data are marked as deleted but are retained in a secure, restricted state.
- Financial history: Your closed wallet, ledger transactions, and payout batch records are retained for historical audit and tax purposes.
- Third-party processors: We do not issue a deletion call to our payment processor for your beneficiary profile. Your beneficiary status remains in their system subject to their own data retention policies.
D. Additional categories (Planned outcomes)
The following categories are part of our proposed comprehensive deletion upgrade, subject to technical implementation:
- Call/Chat Logs: Anonymized or deleted from our communication partner.
- Ratings & Reviews: Anonymized to preserve aggregate ratings without identifying the partner.
- Notifications & Support: Routine support tickets and notification logs deleted after two years.
- Cache Locks: Ephemeral state locks automatically expire and are purged by our temporary cache system.
3. Closure guards and holds
As outlined in our Account Closure Guide, we enforce strict guards that will pause or hold a deletion request. You cannot close your account if you have a positive wallet balance, an in-flight payout, or a future active booking.
Additionally, we may place a legal or trust hold on your data erasure request if there is an active dispute, suspected fraud, or a violation of our terms of service that requires investigation.
4. Steps to exercise your rights
If you wish to delete your data, you must initiate the account closure process:
- Navigate to your Settings in the Pawgloo-Partners app.
- Select Account Security and choose Delete Account.
For specific examples of how your data is handled, or if you need assistance exercising your rights, please review our Privacy Policy or contact our Data Protection Officer at privacy@pawgloo.com.