Marketing Communications and Anti-Spam Policy | Petcrest

1. Purpose

Petcrest sends useful operational communications while giving users meaningful control over optional promotions. This policy covers app push, email, SMS, telephone, WhatsApp and other messaging platforms, and applies to staff, marketing agencies, service partners and communications vendors acting for Petcrest.

2. Transactional vs Promotional

Essential/transactional communications include OTPs, login security, booking confirmations, receipts, refund status, service changes and user-configured pet-care reminders. Promotional communications include offers, discounts, referral campaigns, cross-selling, partner advertisements and newsletters. Communications must not be misleadingly labelled “service” messages to avoid advertising requirements.

3. Marketing Consent

Obtain channel-specific, affirmative and recorded consent where required before sending promotions. Use an independent unchecked checkbox, with clear channel and purpose text; acceptance of Terms or Privacy Policy does not automatically authorise marketing. Capture consent text/version, timestamp, source, channel, recipient, purpose, and withdrawal status. If a telecom rule permits specific preference-based communication, confirm the relevant rule, registered sender status and recipient preference before relying on it. Do not infer consent from an app download, attended event, shared visiting card, uploaded vendor spreadsheet or WhatsApp chat.

4. Consent Copy — Pet Parents

Optional checkbox label: “Yes, I would like to receive Petcrest offers, feature updates and partner promotions through [select: WhatsApp / SMS / email / push]. I can opt out anytime. My choice will not affect my account or essential booking and safety notifications.” Each selected channel should be captured separately, and any material partner-marketing sharing should have its own consent.

5. Consent Copy — Service Partners

Optional checkbox label: “I agree to receive Petcrest partnership opportunities, onboarding updates and promotional campaigns through my selected communication channels. I may withdraw this permission at any time.” Necessary onboarding and contractual notices remain separate.

6. Unsubscribe and Suppression

Every marketing email includes a functioning unsubscribe mechanism; WhatsApp and SMS promotions include a clear opt-out mechanism appropriate to the channel and provider. Honour STOP, UNSUBSCRIBE or a direct opt-out request promptly, record it centrally and suppress future promotions across the requested channel(s). Do not require account deletion or payment to unsubscribe. Essential notifications may continue as legally permitted and necessary.

7. TRAI and Platform Rules

For Indian commercial telecom traffic, comply with the Telecom Commercial Communications Customer Preference Regulations, 2018 as amended, including the 2025 and 18 September 2026 amendments, and applicable DLT principal-entity, header, content-template, consent, preference and calling requirements. Use registered telecom channels and approved templates as applicable. Comply separately with WhatsApp Business Platform opt-in, template, quality and messaging rules, applicable email anti-abuse requirements and app-store notification rules. The DPDP framework does not displace telecom-specific spam rules.

8. Marketing Data and Targeting

Use only necessary contact and preference data. Do not provide Pet Vault health records, vaccination details, private AI prompts or precise locations to advertisers for behavioural advertising. Do not profile or target children. Any personalised promotional campaign must be disclosed and have a lawful basis; avoid using health-adjacent inferences from pet records without a specific informed opt-in.

9. Vendors, Lists and Events

Only import contacts with verifiable permission or another documented lawful communication basis. Quarantine legacy spreadsheets until consent provenance and telecom obligations are reviewed. Vendors and agencies must sign data-protection terms, follow approved templates, secure contact lists, maintain suppression records and promptly report incidents. Do not resell or exchange contact lists.

10. Monitoring and Complaints

Appoint an owner for campaigns; pre-approve message content; record delivery/complaint rates; audit vendors and consent; stop campaigns generating significant spam complaints. Complaints: grievance@thepetcrest.com. Marketing opt-outs: info@thepetcrest.com. Contact: Petcrest Technologies Pvt. Ltd. | H.No. 118, ATS Heavenly Foothills, Sahastradhara Road, Dehradun – 248001, Uttarakhand, India | info@thepetcrest.com | https://www.thepetcrest.com. Effective date: 13 October 2026. Version 1.0 (draft pending operational verification). Grievance redressal: grievance@thepetcrest.com.