Privacy Policy

Please read this Privacy Policy (this “Policy”) carefully. It explains what Personal Data we collect, why we collect it, who we share it with, how long we keep it, how we protect it, and the choices and rights you have. Words in capitals have the meanings given in section 3. This Policy is our privacy policy for the purposes of the SPDI Rules and other applicable privacy laws, and is an electronic record that does not require a physical or digital signature.

1. Who are we?

The Website is operated by LouBoo Collective Private Limited (“LouBoo Labs”, “we”, “us” or “our”), a company incorporated in India with its registered office at B4, 1405 Blue Ridge Bldg, Rajiv Gandhi Infotech Park, Phase I, Hinjawadi, Pune 411057, Maharashtra (CIN: U96092PN2026PTC252407).

We play the role of a Data Fiduciary when we collect and process Personal Data about you. We play the role of a Data Processor when we collect and process Personal Data on behalf of another Data Fiduciary/controller. You can reach us at hey@louboolabs.com. or +91 77384 49157. For privacy requests and complaints, please contact our Grievance Officer (section 15).

2. What does this Policy cover?

This Policy applies to Personal Data we collect and use when you use our Services, including our ads and marketing content shown to you on other websites and platforms. Our Services are meant for customers in India; if you use them from outside India, your Personal Data will be handled under Indian law and this Policy. Third Party websites and services are not covered (see section 16).

This Policy forms part of our Terms & Conditions. When you create an account, place an order or sign up for updates, we will ask you to confirm that you have read it. If you do not agree with this Policy, please do not use our Services or give us your Personal Data.

Some rights, duties and authorities referred to in this Policy arise under the DPDP Act and DPDP Rules, which are coming into force in phases. Each applies from the date the relevant provision comes into force.

3. Key terms

In this Policy:

Term	What it means
Applicable Law	The IT Act, the SPDI Rules, the DPDP Act, the DPDP Rules and any other Indian law that applies to Personal Data, each as in force and amended from time to time.
Board	The Data Protection Board of India, established under the DPDP Act.
Consent	Any freely given, specific, informed and unambiguous indication by way of a written declaration or an affirmative action signifying a data subject’s agreement to the processing of Personal Data relating to him.
Cookies	A small text file stored on a user machine that may later be retrieved by a web server from the machine. Cookies allow web servers to keep track of the end user’s browser activities, and connect individual web requests into a session.
Data Fiduciary/Controller	Any natural or legal person, public authority, non-governmental organization, agency or any other body or entity which alone or jointly with others determines the purposes and means of the processing of Personal Data.
Data Principal	An identified or Identifiable natural person, alive or deceased, to whom the Personal Data relates.
Data Processor	A natural or legal person, public authority, agency or other entity established by or under written law which processes Personal Data on behalf of the controller.
DPDP Act and DPDP Rules	The Digital Personal Data Protection Act, 2023 and the Digital Personal Data Protection Rules, 2025.
IT Act and SPDI Rules	The Information Technology Act, 2000 and the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011.
Personal Data	Any information that can identify a data subject directly or indirectly by reference to an identifier such as a name, an identification number, location data or an online identifier, or one or more factors specific to the physical, physiological, genetic, psychological , economic, cultural or social identity of that individual or natural person. This definition includes Personal Data collected offline through our Direct Marketing campaigns, sweepstakes and competitions and online through our websites, applications and branded pages on Third-Party platforms and applications accessed or used through Third-Party platforms.
Personal Data Breach	Any act or omission that results in accidental or unlawful destruction, loss, alteration, unauthorized disclosure of, or access to, Personal Data transmitted, stored or otherwise processed.
Sensitive Personal Data	Passwords; financial information such as bank account, card or other payment instrument details; health information; sexual orientation; medical records; and biometric information, as described in the SPDI Rules.
Services	The Website, our online store, customer support, marketing and community channels (including email, SMS, WhatsApp and our official social media pages), contests, surveys and events.
Third Party	Anyone other than you and LouBoo Labs.
website	www.louboolabs.com, including any mobile version of it.

4. What Personal Data do we collect?

We collect only the Personal Data we need for the purposes in section 5. Depending on how you use our Services, this includes:

Information you give us

Contact details: your name, email address, phone number and billing and delivery address (including pincode and delivery instructions), and a gift recipient’s name, phone number and address if you send them an order.
Account details: your login details, saved addresses, order history and communication preferences.
Order details: products bought, order value, discount codes used, payment method and status, delivery status, cancellations, returns, replacements and refunds, your GSTIN if you ask for a business invoice, and any photos or videos you send us of a damaged or incorrect product.
Information about your dog: name, breed, age, weight, coat type, skin and coat concerns, allergies, any health conditions, treatments or vet details you choose to share, and photos or videos of your dog.
Reviews and content: your reviews, ratings and display name, and photos, videos and other content you post, send us, tag us in or share in our community.
Messages and support: emails, chats, WhatsApp and social media messages, notes of calls, complaints and feedback.
Contests and surveys: your entries, responses and social media handle and, if you win, the details we need to deliver your prize and any information tax law requires (such as PAN).
Refund details: the UPI ID or bank account details you give us for a refund of a cash on delivery order.

Information we collect automatically
When you use the Website or open our messages, we collect your IP address and approximate location (city or region), device and browser type, operating system, device and advertising identifiers, the website or ad that referred you, pages viewed, searches, clicks, items added to cart, checkout steps completed, and whether you open or click our marketing emails and messages. We collect this using Cookies (see section 7). We do not collect your precise (GPS) location.

Information from other sources
We receive Personal Data from our checkout partner (for example, details you have saved with it, or confirmation that your phone number is verified), payment providers (payment status), courier partners (delivery status and proof of delivery, such as a delivery code, signature or photo), our review and messaging providers, advertising and analytics partners (usually in aggregated form), fraud-prevention sources where permitted by law, and social media platforms, marketplaces or login providers you use to interact with us (see section 16). We may combine this with the information you give us, for the purposes in section 5.

Payment information
Card, UPI, net banking and wallet details are entered on our checkout partner’s secure checkout and processed by RBI-authorized payment providers and your bank. We never see or store your full card number, CVV, UPI PIN or banking passwords; any card you save is stored as a token under Reserve Bank of India rules, not by us. We receive only limited information, such as the payment method, a transaction reference and whether the payment succeeded, failed or was refunded.

Sensitive Personal Data
Of the information above, only your password (if you set one) and your refund bank or UPI details are Sensitive Personal Data. We collect them only with your Consent, given in writing (including electronically) when you submit them through the relevant form. We do not ask for your own health or other sensitive information, so please do not include it in messages, reviews or uploads. Health information about your dog is not Sensitive Personal Data.

Do you have to give us your Personal Data?
No. However, if you do not give us information we mark as mandatory (such as your name, phone number and delivery address at checkout), we may not be able to provide the relevant product, service or feature, or respond to your query.

5. Why do we use your Personal Data?

We use Personal Data only for these purposes:

Orders: to process, confirm and deliver your orders (including verifying your phone number or address and confirming cash on delivery orders), issue invoices, handle cancellations, returns, replacements and refunds, and send order and delivery updates.
Account: to create and manage your account, and to verify your identity when you log in or contact us.
Customer support: to respond to your queries, requests and complaints, and to train our team and monitor the quality of our service.
Your dog: to recommend suitable products, answer product questions, and investigate complaints about product quality, suspected reactions or other safety concerns.
Marketing: to send you offers, launches, newsletters and personalized product recommendations by email, SMS or WhatsApp, only if you have opted in.
Advertising and analytics: to understand how the Website is used, and to show you our ads on other websites and social media and measure how they perform, only with your Consent to the relevant Cookies (see section 7).
Improvements: to develop and improve our products, packaging, Services and Website, including through surveys, research and feedback you choose to give.
Reviews and community: to publish reviews, feature your content with your permission, and run our community, contests, giveaways and events.
Service messages: to send you important non-marketing messages, such as product safety notices or recalls, changes to our terms or this Policy, and responses to your requests.
Security: to prevent, detect and investigate fraud, fake orders, misuse of offers and returns, and security incidents.
Legal: to keep invoices and tax records, comply with Applicable Law, respond to lawful requests from courts, regulators and government authorities, enforce our Terms & Conditions, and establish, exercise or defend legal claims.
Business: to carry out audits, keep business records, and plan and carry out any sale, merger, investment or restructuring of our business.

We will not use your Personal Data for an unrelated purpose without telling you and, where required, asking for your Consent. We may use anonymized data (data that no longer identifies anyone reasonably) for any lawful purpose.

Personalised marketing
If you have opted in to marketing, we may group customers with similar interests (for example, by coat type or products bought) based on their purchases, browsing and interactions with our messages, to personalize our Website, recommendations and marketing. We may also share your email address or phone number in hashed (scrambled) form with advertising platforms, to show you our ads, to avoid showing you ads, or to reach people with similar interests. Withdrawing your Consent to marketing stops this.

Automated checks
Our checkout and payment partners may use automated tools to assess the risk of fraud or failed delivery for an order (for example, based on order history and pincode). This may affect the payment options offered to you, such as cash on delivery, or lead us to contact you to confirm an order. If you think an order was wrongly declined or restricted, contact us and a member of our team will review it.

Our legal basis
We use your Personal Data with your Consent or, where Applicable Law allows, without it for certain legitimate uses, such as fulfilling an order for which you have voluntarily given us your details, complying with a legal obligation or court order, responding to a medical emergency or threat to safety, or establishing, exercising or defending legal claims. You can withdraw your Consent at any time (see section 14).

6. Who do we share your Personal Data with?

We share it only as described below, and only as needed for the purposes in section 5.

Service providers
We share Personal Data with service providers, including providers of:

our e-commerce platform and data hosting;
checkout and payment processing, together with the banks, card networks and UPI apps involved in your payment;
warehousing, fulfilment and order management;
courier delivery (who receive your name, phone number and delivery address and, for cash on delivery orders, the amount to be collected);
email, SMS and WhatsApp messaging, and community management;
reviews, analytics and advertising;
customer support and IT services; and
product expertise, manufacturing and testing, only to investigate a product or safety concern, with identifying details removed where possible.

We also share Personal Data with our professional advisers, auditors, insurers and banks where needed. Our service providers may use your Personal Data only to provide their services to us.

Providers who also act for themselves
Some providers, such as our e-commerce platform, checkout partner, payment providers, courier partners, and Google, Meta and WhatsApp, also use certain Personal Data for their own purposes under their own terms and privacy policies, for example to prevent fraud across their networks or, if you choose, to save your details for faster checkout. We encourage you to read their privacy policies.

Your Personal Data will also be used by us or shared with our sponsors, advertisers, advertising networks, advertising servers, social media networks, and analytics companies or other third-parties in connection with marketing, promotional, data enrichment and other offers, as well as product information. In the event, third parties are using the Personal Data beyond our purpose independently, they should obtain your valid Consent or have legitimate use to process it for such purpose.

Legal, regulatory and safety disclosures
We may disclose Personal Data without your Consent where Applicable Law permits or requires it, including: to government agencies authorised by law to obtain it for verifying identity or for preventing, detecting, investigating or prosecuting offences (including cyber incidents), on a written request stating the purpose; in response to an order of a court, tribunal, consumer commission or other competent authority; to CERT-In, tax authorities and other regulators as required; to respond to an emergency; and where necessary to enforce our Terms & Conditions, prevent fraud or protect the rights, property or safety of LouBoo Labs, our customers or others.

Business transfers
If all or part of our business is sold, merged, restructured or transferred, or is involved in insolvency proceedings, Personal Data may be shared with the parties involved and their advisers under confidentiality obligations (including during due diligence) and transferred to the new owner, who must continue to protect it as described in this Policy.

With your Consent or at your request
We may share Personal Data where you ask us to or agree to it, for example to deliver a gift or to feature your content. Reviews, community posts and other content you make public can be seen by anyone.

International Data Transfer
We may share Personal Data or processed data across international borders for purposes described in this Privacy Notice but will make sure that the Personal Data is protected in a similar manner. However, your data will only be transferred if permitted and in accordance with applicable local and international regulations.

7. How do we use Cookies?

We use essential Cookies to make the Website work, for example to keep items in your cart, remember your Cookie choices, keep checkout secure and prevent fraud. We use analytics and advertising Cookies only with your Consent.

Some Cookies are set by Third Parties, which may also use the information under their own privacy policies (see section 7). If you reject analytics or advertising Cookies, we configure our tools so that those Cookies are not set.

You can accept or reject non-essential Cookies through our Cookie banner and change your choice at any time using the Cookie settings link on the Website. Rejecting them will not stop you from using the Website or buying from us. You can also block or delete Cookies in your browser settings, although parts of the Website may then not work properly.

8. What happens to reviews and content you share?

If you post a review, your review, rating, photos and display name (your first name and the initial of your last name) will be publicly visible on the Website, and may be marked as a verified purchase. We publish both positive and negative reviews and do not edit them to change their meaning. We may decline to publish, or remove, any review or other content which we deem necessary in our sole discretion, including that is false or misleading, abusive, defamatory, obscene or unlawful, unrelated to our products, makes medical claims about people, contains anyone’s Personal Data or infringes someone else’s rights.

Anything you make public can be seen, copied, and shared by others, and may remain in search results or on other websites even after we remove it.

Featuring your content: If you tag us, use our hashtags or send us photos or videos (for example, of your dog before and after using our products), you confirm that the content is yours and that anyone who appears in it has agreed to feature. You can withdraw permission for future use at any time, but we cannot recall material already published, printed or distributed and you give us a license in that regard.

Community: If you join our WhatsApp community or other groups, your name, phone number and profile picture may be visible to the group administrators (including our community management agency) and, depending on the group settings, to other members. Other members can see what you post and we cannot control how they use it, so please share carefully. We may remove anyone.

Contests, giveaways and surveys: These are governed by their own terms. We use your entry details to run the activity, select and contact winners and deliver prizes, and may publish winners’ names or social media handles. Social media platforms do not sponsor, endorse or administer our contests or giveaways.

9. How do we protect children’s privacy?

We understand the importance of taking extra precautions to protect the privacy and safety of children. Our Services are intended for adults aged 18 and over. By using them, you confirm that you are at least 18 and able to enter into a binding contract. We do not knowingly collect Personal Data of children (anyone under 18), and we do not knowingly track, monitor the behaviour of, or target advertising or marketing at children. If you believe a child has given us Personal Data, contact us and we will delete it, unless Applicable Law requires us to keep it. Please avoid sharing photos or videos in which children can be identified. If we ever offer a service that involves children’s Personal Data, we will first obtain verifiable Consent from a parent or lawful guardian, as required by Applicable Law. If you are a child under the age where guardian Consent is required in India, you should review the terms of this Privacy Notice with your parent or guardian to make sure you understand and accept them. We sometimes use your Personal Data to carry out age verification checks and enforce any age restrictions.

10. How long do we keep your Personal Data?

We will keep your Personal Data for as long as we need it for the purpose it is being processed for. For example, where you make a purchase online with us we will keep the data related to your purchase, so we can perform the specific contract you have entered and after that, we will keep the Personal Data for a period which enables us to handle or respond to any complaints, queries or concerns relating to the purchase.

Your data may also be retained so that we can continue to improve your experience with us and to ensure that you receive any loyalty rewards which are due to you.

If we collect identifiable data directly for targeting purposes, we retain it till the purpose of targeting/marketing is relevant and of your interest. We will ensure that we do not engage in indiscriminate and/or excessive targeting or marketing to you. In the event you withdraw your Consent we employ measures to permanently delete your Personal Data within a reasonable time, unless required for other valid purposes under law.

We will actively review the Personal Data we hold and delete it securely, or in some cases anonymise it, when there is no longer a legal, business or consumer need for it to be retained.

When we no longer need Personal Data, or you withdraw Consent and no other lawful reason to keep it applies, we delete or anonymise it within a reasonable time. We keep it longer only where needed to establish, exercise or defend a legal claim, or to comply with Applicable Law or an order of a court or authority. Deleted data may remain in secure backups for a limited period until it is overwritten.

11. How do we keep your Personal Data secure?

We maintain reasonable security practices and procedures, to protect Personal Data against unauthorised access, use, alteration, disclosure and loss. These include encryption of data sent through the Website, access only on a need-to-know basis, confidentiality obligations for our team and service providers, and regular review of our security practices.

No method of transmitting or storing data is completely secure, so we cannot guarantee absolute security. You are responsible for keeping your login details, one-time codes and devices secure. Please tell us immediately if you suspect unauthorized access to your account.

If a Personal Data Breach affects you, we will inform you and the relevant authorities as required by Applicable Law.

12. How can you protect yourself from fraud?

Fraudsters sometimes pose as brands by phone, SMS, WhatsApp or email to steal personal or payment details. LouBoo Labs will never ask you to tell us your OTP, card PIN, CVV, UPI PIN or banking passwords, ask you to install a screen-sharing or remote-access app, ask you to pay a fee to receive a prize or refund, or ask you to pay outside the Website or through a personal UPI ID.

Our official channels are the Website, hey@louboolabs.com, +91 77384 49157 and our verified social media accounts. If you receive a suspicious message in our name, do not share any details and report it to hey@louboolabs.com.

13. Where is your Personal Data stored?

Your Personal Data is collected by LouBoo Collective Private Limited and stored on servers operated by our service providers, some of which may store or process it outside India. We transfer Personal Data outside India only where Applicable Law permits it. Personal Data held outside India is subject to the laws of the country where it is held, which may allow local courts and authorities to access it.

14. What are your rights and duties?

You have the right to:

Informed: You have the right to be provided with clear, transparent and easily understandable information about how we use your Personal Data and your rights. Therefore, we’re providing you with the information in this privacy policy.
Access: ask for a summary of the Personal Data we hold about you, how we use it and who we have shared it with.
Correction: ask us to correct, complete or update your Personal Data.
Erasure: Under certain circumstances, you have the right to request that we delete your data. If you wish to delete the Personal Data we hold about you, please let us know and we will take reasonable steps to respond to your request in accordance with legal requirements. If the Personal Data we collect is no longer needed for any purposes and we are not required by law to retain it, we will do what we can to delete, destroy or permanently de-identify it.
Object: Under certain circumstances, you have the right to object to certain types of processing, including processing for direct marketing (i.e., receiving emails from us notifying you or being contacted with varying potential opportunities).
Withdraw Consent: If you have given your Consent to anything we do with your Personal Data (i.e., we rely on Consent as a legal basis for processing your Personal Data), you have the right to withdraw your Consent at any time (although if you do so, it does not mean that anything we have done with your Personal Data with your Consent up to that point is unlawful). You can withdraw your Consent to the processing of your Personal Data at any time by contacting us with the details provided below. However, you would appreciate that withdrawal of Consent to process necessary information may lead to us not being able to extend services, products, platforms or continue our relationship of serving you.
Stop marketing: opt out of marketing at any time.
Nominate: nominate someone to exercise these rights for you if you die or become unable to act.
Grievance redressal: raise a grievance about how we handle your Personal Data (see section 15). You have the right to lodge a complaint directly with any local supervisory authority as provided by and in accordance with applicable regulation.

Where we make this facility available, you may also give, manage, review or withdraw your Consent as per applicable laws.

How to make a request
Contact our Grievance Officer (section 15). We may need to verify your identity, and may ask a nominee or representative for proof of their authority. We will respond free of charge. We may decline or limit a request where Applicable Law permits or requires it (for example, where we must keep invoices for tax purposes, need the data to resolve a dispute or prevent fraud, or where responding would reveal another person’s Personal Data or prejudice an investigation). If we do, we will tell you why, unless the law prevents us.

Your duties
When you use our Services or exercise your rights, you must give us accurate, complete and up-to-date information; not impersonate anyone; share someone else’s Personal Data (such as a gift recipient’s details) only with their permission; not make false or frivolous complaints or requests; and give us only verifiably authentic information when asking us to correct or delete data. To the extent permitted by Applicable Law, you are responsible for any loss caused by information you give us that is inaccurate or that you were not entitled to share, including a failed delivery or misdirected refund.

15. How can you contact us or raise a grievance?

For any question, request or complaint about this Policy or our Services, contact our Grievance Officer, who can also answer questions about how we use Personal Data:

Name: Nancy Joseph, Founder & CEO
Email: nancy@louboolabs.com
Phone: +91 77384 49157
Address: LouBoo Collective Private Limited, B4, 1405 Blue Ridge Bldg, Rajiv Gandhi Infotech Park, Phase I, Hinjawadi, Pune 411057, Maharashtra

Please include your name, the email address or phone number linked to your order or account, your order number (if relevant) and a description of your concern.. When a privacy question or access request is received, we will triage the contacts and seek to address the specific concern or query which you are seeking to raise. Where your issue may be more substantive in nature, more information may be sought from you. If you are dissatisfied with the reply received, you may refer your complaint to the relevant supervisory authorities. If you ask us, we will endeavor to provide you with information about relevant complaint avenues which may be applicable to your circumstances.

16. What about Third Party websites and services?

Our Services may link to, or use features provided by, Third Parties such as Instagram, YouTube, LinkedIn, WhatsApp, payment and checkout providers, courier tracking pages and review platforms. They collect Personal Data under their own terms and privacy policies, which we do not control. We are not responsible for their content, privacy practices or security, and a link does not mean we endorse them.

If you interact with us on social media (for example, by following, commenting on or messaging our pages), we will see your public profile and anything you send us, and the platform may give us statistics about how people interact with our pages. If you log in using a Google or other Third Party account, we receive your name and email address from that provider. If you buy our products through a marketplace or quick-commerce platform, that platform is responsible for the Personal Data it collects, and we receive only what we need to fulfil and support your order.

17. What are the limits on our responsibility?

We take our obligations under Applicable Law seriously, and nothing in this section limits them. Subject to that, and to the maximum extent permitted by Applicable Law:

we are not responsible for any unauthorised access to, or loss, alteration or disclosure of, Personal Data that occurs despite our reasonable security practices and procedures, including because of events beyond our reasonable control such as natural disasters, failures of public networks or power supplies, or cyber attacks that could not reasonably have been prevented;
we are not responsible for loss caused by you sharing your login details, OTP, PIN or password, by information you choose to make public, by your use of Third Party services, or by people impersonating LouBoo Labs;
we are not responsible for the acts or omissions of Third Parties when they use Personal Data for their own purposes;
we are not liable for any indirect, incidental, special or consequential loss, or for any loss of profit, business or goodwill; and
our total liability to you for all claims arising out of or in connection with this Policy is limited to the amount you paid for the order to which the claim relates.

Nothing in this Policy excludes or limits any liability that cannot be excluded or limited under Applicable Law.

18. How will we tell you about changes?

We may update this Policy from time to time, for example to reflect changes in the law, our Services or our service providers. We will update this Privacy Notice when necessary to reflect customer feedback, our practices, scope of processing, and changes in our products and services. When we post changes to this statement, we will revise the “last updated” date. You are encouraged to periodically visit this page to review the Privacy Notice and any changes to it. Your continued use or access after any modification(s) to this Privacy Notice, will be deemed as your acceptance to such modification(s). If the changes are significant or sensitive, we will provide a more prominent notice (including, for certain services, email notification of Privacy Notice changes).

19. Which law applies?

This Policy is governed by the laws of India. Subject to your rights under Applicable Law, the courts at Mumbai, Maharashtra have exclusive jurisdiction over any dispute arising out of or in connection with this Policy. Please contact our Grievance Officer first, so that we can try to resolve your concern quickly.

If this Policy conflicts with our Terms & Conditions on how we handle Personal Data, this Policy prevails. If any part of this Policy is held to be invalid or unenforceable, the rest of it continues to apply. If this Policy is provided in a language other than English, the English version prevails in case of any inconsistency, to the extent permitted by Applicable Law.

LouBoo Labs | Version 1 | Last updated: 9 October 2026