Privacy Policy

KNO is operated by KNO Veterinary Care Network Private Limited, a company registered in India with its office at WeWork Oberoi Commerz II, Oberoi Garden City, Goregaon East, Mumbai - 400063, Maharashtra. In this policy, “KNO”, “we” and “us” mean that company.

For the purposes of the Digital Personal Data Protection Act, 2023, KNO is the Data Fiduciary for the personal data described below. You are the Data Principal. Because a pet cannot hold rights of its own, records about your animal are held as part of your account and are governed by this policy.

We collect only what the service needs to function. That falls into five groups.

We do not collect Aadhaar, PAN or other government identifiers from pet parents, and we do not ask for your full card or bank details - those are entered directly with our payment gateway and never reach our servers.

• To create and run your account, and to let you add pets to it.
• To let a veterinarian see your pet's history before and during a consultation, so their advice is informed rather than generic.
• To build and display the health timeline, and to calculate when vaccinations, deworming and parasite cover fall due.
• To send care reminders and appointment confirmations you have asked for.
• To take payment for memberships and consultations, and to issue invoices.
• To keep the service secure, investigate misuse, and fix faults reported through crash logs.
• To meet legal and record-keeping obligations, including those that apply to veterinary prescriptions.

We process your data on the basis of the consent you give when you create an account and accept this policy, and for the certain legitimate uses permitted under the Digital Personal Data Protection Act, 2023 - principally to provide a service you have asked for and to comply with law.

Consent for marketing is separate and optional. Declining it does not affect your membership or your ability to book a consultation. You may withdraw any consent at any time, in your account settings or by writing to privacy@kno.vet. Withdrawal is not retrospective: it does not undo processing already carried out lawfully.

We do not sell personal data or pet health records, and we do not share them for third-party advertising. We share the minimum necessary with the following categories of recipient.

• Veterinarians on the KNO panel - they see the profile and history of the pet they are consulting on, and nothing else.
• Payment gateways, to authorise and settle your payments. They receive your name, email address and transaction amount.
• Cloud hosting and infrastructure providers that store and serve the platform, under contract and on our instructions.
• Communication providers that deliver our email, SMS and push notifications.
• Professional advisers, auditors and regulators, where we are required to disclose or need advice on a dispute.
• An acquirer, if the business is sold or restructured. You will be told before your data moves, and this policy will continue to apply until replaced.

Every processor we appoint is bound by contract to use the data only for the purpose we specify, to keep it secure, and to return or delete it when the engagement ends.

When a retention period ends we delete the data or irreversibly anonymise it. Anonymised, aggregate figures - for example, how many consultations concerned skin conditions in a given month - may be kept indefinitely, because they can no longer identify you or your pet.

Our information security management is certified to ISO/IEC 27001. In practice that means data is encrypted in transit and at rest, access to health records is restricted to the veterinarian consulting on that pet and to a small number of authorised staff, administrative access is logged, and we review those controls on a defined schedule.

No system is perfectly secure. If a breach occurs that is likely to affect you, we will notify you and the Data Protection Board of India as required by law, and tell you plainly what happened and what to do about it.

Under the Digital Personal Data Protection Act, 2023 you may:

• Ask for a summary of the personal data we hold about you and who we have shared it with.
• Ask us to correct data that is inaccurate, or complete data that is missing.
• Ask us to erase data we no longer need for the purpose it was collected for, subject to the retention periods above.
• Nominate another person to exercise these rights on your behalf if you die or become incapacitated.
• Raise a grievance with us, and escalate to the Data Protection Board of India if you are not satisfied with our answer.

Write to privacy@kno.vet to exercise any of these. We acknowledge requests within 72 hours and respond substantively within 30 days. We may ask you to verify your identity first - health records are sensitive and we will not hand them to the wrong person.

Your pet's health timeline belongs to your pet, not to us. You can export it as a PDF from your account at any time, including after you cancel your membership, and share it with any veterinarian or clinic - whether or not they work with KNO.

KNO is intended for adults. We do not knowingly create accounts for anyone under 18, and we do not direct marketing at children. If you believe a child has given us personal data, write to privacy@kno.vet and we will delete it.

Our website uses cookies that are necessary to keep you signed in, remember your preferences, and protect forms against abuse. We also use privacy-respecting analytics to understand which pages are used, which we cannot tie back to a named individual.

You can block or delete cookies in your browser settings. Blocking the necessary ones will stop you staying signed in.

We store personal data and health records on infrastructure located in India. Where a service provider processes data outside India, we transfer it only to countries not restricted by the Central Government, and only under contractual protections that hold the provider to the standards in this policy.

We update this policy when the service or the law changes. The effective date at the top always reflects the current version. If a change materially affects your rights, we will tell you by email or in the app before it takes effect, and where the law requires it we will ask for fresh consent.

For any question about this policy, or to exercise a right, write to privacy@kno.vet. If your concern is unresolved, escalate to our Grievance Officer at grievance@kno.vet, who acknowledges within 48 hours and aims to resolve within 30 days. You may also complain to the Data Protection Board of India.

Postal address: KNO Veterinary Care Network Private Limited, WeWork Oberoi Commerz II, Oberoi Garden City, Goregaon East, Mumbai - 400063, Maharashtra, India.