- Issued by: NEXEL PLATFORMS PRIVATE LIMITED
1. The right to erasure
Under the Digital Personal Data Protection (DPDP) Act, 2023, you have the statutory right to request the permanent erasure of your personal data (“The Right to be Forgotten”), subject to applicable legal exceptions. Pawgloo™ is committed to making this process transparent, secure, and accessible directly from your app. The current live implementation is described below and does not yet erase every data category associated with an account.
2. Deactivation vs. deletion
Before proceeding with account closure, please understand the distinction:
- Deactivation (Temporary): Hides your profile, pet dossiers, and social activity from the community. Your data remains safely encrypted on our servers for your eventual return.
- Deletion (Permanent): Irrevocably removes the data categories covered by the live deletion process. The current deletion is immediate, has no grace period, and cannot be undone after you confirm it.
Ready to proceed? Follow our step-by-step Account Deactivation & Closure Guide to initiate the process via the Pawgloo App.
3. Live data erasure lifecycle
Once you confirm permanent account closure, the current automated deletion process begins immediately.
A. Immediate action
- There is no 14-day grace period or recovery window.
- The deletion is final when processed, without a delayed 15-30-day purge.
- User-specific secure cloud storage prefixes and the covered account records are deleted immediately.
- This action is irreversible for the data that is deleted, although some categories listed below are not yet included in the live deletion process.
B. Category outcomes
| Data category | Live deletion outcome |
|---|---|
| Profile and base authentication | Deletes your primary profile record and one base user authentication record. |
| Location, discovery, and interaction data | Deletes your location record, swiped profiles record, interaction records, stats, preferences, and recommendations. |
| Images and uploaded media | Deletes images and the user-specific prefixes in secure cloud storage object storage. |
| Notifications and matching | Deletes notifications, matches, blocking records, and connections. |
| Messages and conversations | Deletes matching secure database messages and removes the user’s conversation participation. |
| Reports and trust records | Does not delete submitted reports. It does not apply an active moderation hold or create a suppression hash. |
| Ranking and behavioral systems | Does not delete ranking data, behavior data, or associated our temporary cache system data. |
| Ratings and reviews | Does not delete ratings or implement an anonymized review trail. |
| Bookings and financial records | Does not delete bookings, payments, or ledger records and does not anonymize them. |
| Calls | Does not delete call sessions. |
| Communication services | Does not delete the user’s communication partner identity or communication partner chat data. |
| Secure authentication provider records | Does not delete our secure authentication provider account, session, passkey, or verification records. |
| Third-party processors | Does not send a systematic deletion fan-out to external processors. |
4. Mandatory legal retention exceptions
To comply with applicable Indian financial frameworks, including the Income Tax Act, 1961, the CGST Act, 2017, and the Prevention of Money Laundering Act (PMLA), 2002, certain operational records may need to be retained when legally required. The current live deletion process does not implement an automated legal hold, pseudonymization workflow, active-dispute hold, moderation hold, or suppression list.
| Exception category | Current live handling | Retention status |
|---|---|---|
| Financial ledgers | Bookings, payments, and ledger records are not deleted or pseudonymized by the live flow. | The proposed eight (8) year duration requires legal counsel and is not a confirmed retention period. |
| Legal disputes and litigation | No automated legal hold is applied before deletion. | Any required scope and duration must be approved by legal counsel. |
| Trust and safety | submitted reports remain, while blocking records are deleted. No moderation hold or cryptographic suppression list is created. | Any proposed permanent retention requires legal counsel and is not an approved duration. |
5. Third-party data handlers
The current live deletion process does not transmit systematic deletion signals to our authorized sub-processors, communication APIs, communication services, or matchmaking caches. communication partner identity and chat data, our temporary cache system data, and processor-held records are therefore not removed by this flow. Note that sensitive financial instruments, such as saved cards, are tokenized and managed directly by our RBI-authorized Payment Aggregator, our authorized payment gateway, which governs its own DPDP-compliant retention limits.
6. Planned experience, not live
The following recovery, purge, retention, and processor-handling experience is planned and is not implemented in the current live account deletion process.
A. Recovery period (0-14 days)
- Your account would be instantly deactivated and logged out.
- Your profile, pets, and associated media would be delisted from search indexes, partner directories, and social feeds.
- Grace Period: You would have 14 days to cancel the deletion request simply by logging back into the app.
B. Permanent purge (15-30 days)
- After 14 days, the deletion would become final.
- All Personally Identifiable Information (Name, Phone Number, Email) would be permanently scrubbed or irreversibly cryptographically hashed.
- Profile pictures, pet imagery, and uploaded attachments residing in our secure cloud storage object storage would be subjected to a hard delete.
- The planned cascade would also cover the full our secure authentication provider account, session, passkey, and verification records; communication partner identity and chat data; our temporary cache system, ranking, and behavioral data; submitted reports; ratings; call sessions; and other currently missed account data.
- Financial, review, and chat trails would be anonymized where retention is legally required or operationally appropriate.
C. Financial, legal, and trust exceptions
- Financial Ledgers: Numeric transaction logs, invoices, and payout batches would be preserved for a legally approved statutory period. The proposed eight (8) years requires legal counsel and is not a confirmed duration.
- Pseudonymization: These retained records would be irreversibly decoupled from your direct identity (Name, Exact Location) to ensure ledger integrity without compromising ongoing privacy.
- Trust & Safety Holds: If your account is involved in active litigation, an unresolved financial dispute, or was suspended for severe Terms of Service violations, deletion could be paused through an active-dispute or moderation hold.
- Suppression List: A cryptographic “hashed fingerprint” of your device ID could be retained in a suppression list to prevent fraudulent re-registration. The proposed permanent duration requires legal counsel and is not an approved duration.
D. Processor handling
Upon account deletion, systematic signals would be transmitted to our authorized sub-processors, including communication APIs, communication services, and matchmaking caches, to flush associated transient data. The planned cascade would remove or anonymize eligible processor-held identity, chat, cache, and account data while preserving only records that have an approved legal basis for retention.
Need assistance?
If you encounter any issues initiating an account deletion or have questions regarding our data retention practices, please contact our Data Protection Officer at privacy@pawgloo.com.