Privacy Policy

Effective Date: April 28, 2025

This Privacy Policy describes how Furtected (“we”, “us”, or “our”) collects, uses, shares, and protects personal information when you visit our website furtected.com or furtected.in (“Website”), purchase a pet insurance policy, or use any of our associated services including TeleVet consultations and AI-powered Diet Plans (collectively, “Services”).

By using our Services, you consent to the practices described in this policy. If you do not agree, please discontinue use of our Website and Services.

1. Information We Collect

We collect the following categories of personal information:

• Pet Owner Information: Name, mobile number, email address, residential address, and city.
• Pet Information: Pet name, species (dog/cat), breed, age, and photograph (if provided).
• Payment Information: Transaction data processed via Razorpay. We do not store card or banking details on our servers.
• KYC / Identity Documents: Government-issued ID (Aadhaar, PAN, Passport) where required by our insurance partner HDFC ERGO General Insurance Company Limited.
• Usage Data: IP address, browser type, pages visited, time spent, and device identifiers collected through cookies and analytics tools.
• Communication Data: Messages and queries submitted via WhatsApp (Interakt), email, or contact forms.

2. How We Use Your Information

We use your information to:

• Issue and service pet insurance policies underwritten by HDFC ERGO General Insurance.
• Process premium payments and generate policy documents.
• Provide TeleVet consultation scheduling and AI Diet Plan services.
• Send policy reminders, renewal notices, and claim updates via WhatsApp and email.
• Comply with regulatory and KYC requirements under IRDAI guidelines.
• Improve our Website, products, and customer experience through usage analytics.
• Respond to grievances, support requests, and queries.

3. Sharing Your Information

We share your information with:

• HDFC ERGO General Insurance Company Limited — as the underwriter of your pet insurance policy, for policy issuance, endorsements, and claim processing.
• Razorpay Software Private Limited — for secure payment processing.
• TeleVet Partners — for scheduling and conducting veterinary consultations.
• Technology Service Providers — including cloud hosting, WhatsApp automation (Interakt), and Google Workspace tools used strictly for service delivery.

We do not sell, rent, or trade your personal information with third parties for marketing purposes.

4. Data Storage and Security

Your data is stored on secure servers located in India. We implement industry-standard security practices including HTTPS encryption, restricted access controls, and regular security reviews. While we take all reasonable precautions, no method of transmission over the internet is 100% secure.

5. Cookies

Our Website uses cookies to improve user experience and gather analytics. You may adjust your browser settings to refuse cookies, though some features of the Website may not function correctly as a result.

6. Your Rights

You have the right to:

• Access the personal data we hold about you.
• Request correction of inaccurate data.
• Request deletion of your data, subject to regulatory retention obligations.
• Withdraw consent for marketing communications at any time.

To exercise these rights, write to us at: hello@furtected.com

7. Data Retention

We retain your personal data for as long as necessary to provide Services, fulfil legal obligations, and resolve disputes. Policy-related records are retained for a minimum of seven (7) years as required by IRDAI regulations.

8. Children’s Privacy

Our Services are not directed at individuals under the age of 18. We do not knowingly collect personal information from minors.

9. Changes to This Policy

We may update this Privacy Policy from time to time. The revised policy will be posted on our Website with an updated effective date. Continued use of our Services after changes constitutes acceptance.

10. Contact Us

For privacy-related queries or grievances, contact:

Furtected | Email: hello@furtected.com | Website: www.furtected.com

Terms of Use

Effective Date: April 28, 2025

Welcome to Furtected. These Terms of Use (“Terms”) govern your access to and use of furtected.com and furtected.in (“Website”) and the Services offered therein. Please read these Terms carefully. By accessing the Website or purchasing a policy, you agree to be bound by these Terms.

1. About Furtected

Furtected is a pet health platform that distributes HDFC ERGO General Insurance-underwritten pet insurance policies through offline and digital channels. We also offer value-added services including TeleVet consultations and AI-powered Pet Diet Plans. Furtected acts as a facilitator and distribution partner; insurance policies are issued and underwritten by HDFC ERGO General Insurance Company Limited, a registered insurer under IRDAI.

2. Eligibility

You must be at least 18 years of age and a resident of India to use our Services. By using the Website, you confirm that you meet these requirements.

3. Insurance Products

• All pet insurance policies are underwritten by HDFC ERGO General Insurance Company Limited. Furtected is the distribution and service partner.
• Policy terms, coverage scope, exclusions, and premium amounts are governed by the policy wording issued by HDFC ERGO.
• Purchase of a policy does not guarantee claim approval. All claims are assessed and settled by HDFC ERGO in accordance with policy terms.
• Furtected is not liable for claim decisions made by the insurer.

4. Value-Added Services

TeleVet consultations and AI Diet Plans are offered as supplementary services. They are informational in nature and do not substitute for in-person veterinary diagnosis, treatment, or professional medical advice. Furtected is not liable for outcomes arising from reliance on these services.

5. Accuracy of Information

You agree to provide accurate, complete, and truthful information when registering, purchasing a policy, or filing a claim. Providing false or misleading information may result in policy cancellation and legal liability under applicable law, including the Insurance Act, 1938.

6. Intellectual Property

All content on this Website including the Furtected logo, name, taglines, design elements, and text is the exclusive property of Furtected. Unauthorized reproduction, distribution, or commercial use is prohibited without our prior written consent.

7. Third-Party Links and Services

Our Website may contain links to third-party websites or integrate with third-party platforms (Razorpay, WhatsApp, etc.). We are not responsible for the content, privacy practices, or reliability of these third-party services.

8. Limitation of Liability

To the maximum extent permitted by applicable law, Furtected shall not be liable for any indirect, incidental, special, or consequential damages arising from use of the Website or Services, including loss of data, business interruption, or financial loss.

9. Governing Law and Jurisdiction

These Terms shall be governed by and construed in accordance with the laws of India. Any dispute arising from these Terms shall be subject to the exclusive jurisdiction of courts in New Delhi.

10. Amendments

We reserve the right to modify these Terms at any time. Updated Terms will be posted on the Website. Continued use of our Services after any modification constitutes your acceptance of the updated Terms.

11. Contact

For questions about these Terms: hello@furtected.com | www.furtected.com

Claims Policy

Effective Date: April 28, 2025

This Claims Policy outlines the process for filing and tracking claims under pet insurance policies distributed by Furtected and underwritten by HDFC ERGO General Insurance Company Limited. All claim settlement decisions are made solely by HDFC ERGO in accordance with the policy terms and conditions.

1. Who Handles Claims

Furtected is a distribution and service platform. Claims are assessed, approved, and settled exclusively by HDFC ERGO General Insurance. Furtected’s role is to assist you in initiating your claim and communicating with HDFC ERGO on your behalf where applicable.

2. When to File a Claim

Claims must be intimated to Furtected or directly to HDFC ERGO:

• Within 24 hours of hospitalization or emergency veterinary treatment.
• Prior to planned/elective procedures, where pre-authorization from HDFC ERGO is required.
• Delays in intimation may affect your claim eligibility. Please notify us as soon as possible.

3. How to File a Claim

4. Common Claim Exclusions

The following are generally not covered under the pet insurance policy (refer to your policy document for the complete exclusions list):

• Pre-existing conditions at the time of policy inception.
• Cosmetic or elective procedures not medically necessary.
• Breeding, pregnancy, or whelping-related expenses.
• Experimental treatments or unproven therapies.
• Conditions arising within the waiting period specified in the policy.
• Injury or illness resulting from negligence, abuse, or unlawful activity.

5. Claim Disputes

If your claim is rejected or partially settled and you wish to dispute the decision:

• Contact HDFC ERGO’s grievance cell directly as detailed on your policy document.
• If unresolved within 30 days, you may escalate to the Insurance Ombudsman under the Integrated Grievance Management System (IGMS) at igms.irda.gov.in.

Furtected will assist you in documenting and escalating your grievance to the insurer.

6. Fraudulent Claims

Filing a fraudulent or exaggerated claim is a criminal offence under the Indian Penal Code and the Insurance Act, 1938. Furtected and HDFC ERGO reserve the right to cancel the policy and take legal action in cases of proven fraud.

7. Contact for Claim Assistance

Email: hello@furtected.com | WhatsApp: Available on our Website | www.furtected.com

Refund and Cancellation Policy

Effective Date: April 28, 2025

This policy describes the terms under which a pet insurance policy purchased through Furtected may be cancelled, and the applicable refund process. Since all policies are underwritten by HDFC ERGO General Insurance Company Limited, cancellation and refund terms are also governed by IRDAI regulations and HDFC ERGO’s policy terms.

1. Free Look Period

In accordance with IRDAI guidelines, you are entitled to a Free Look Period of 15 days from the date of receipt of the policy document. During this period, you may review the terms and conditions and cancel the policy if you are not satisfied.

Refund during Free Look Period:

• A proportionate premium will be deducted for the number of days the risk was covered.
• Medical examination costs (if any) and stamp duty charges are non-refundable.
• The balance premium will be refunded within 14 working days.

2. Cancellation by the Policyholder (Post Free Look Period)

You may request cancellation of your policy at any time after the free look period by writing to hello@furtected.com with your policy number and reason for cancellation.

Refund terms for mid-term cancellation:

• Refunds are calculated on a short-rate basis as per HDFC ERGO’s approved schedule.
• No refund will be issued if a claim has been made during the policy period.
• The refund amount may be prorated based on the unexpired policy term after applicable deductions.
• Processing time: 14–21 working days from the date of acceptance of cancellation request by HDFC ERGO.

3. Cancellation by Furtected / HDFC ERGO

The insurer or Furtected may cancel the policy under the following circumstances:

• Material misrepresentation or non-disclosure of facts at the time of purchase.
• Submission of fraudulent documents or false claims.
• Non-payment of premium (for multi-year or instalment-based plans, if applicable).

In cases of insurer-initiated cancellation, a 30-day prior written notice will be provided, and a pro-rata refund of the unexpired premium will be issued.

4. Refund Method

All refunds will be credited to the original payment source used at the time of purchase (bank account, UPI, or card) via NEFT or the original payment gateway. Furtected does not issue cash refunds.

5. Non-Refundable Items

The following charges are non-refundable under any circumstance:

• Convenience or platform service fee charged by Furtected (if any).
• Stamp duty on the policy document.
• Cost of any TeleVet consultations or AI Diet Plans already availed.

6. Renewal Non-Payment

If a policy is not renewed on or before the expiry date, coverage lapses automatically. No refund is applicable for unused premium from a lapsed policy. A grace period of 30 days is offered for renewal, during which coverage may lapse depending on the policy terms — please refer to your policy document.

7. How to Initiate a Cancellation or Refund Request

Email: hello@furtected.com with subject line ‘Policy Cancellation Request’ including your full name, registered mobile number, and policy number.

We will acknowledge your request within 2 working days and guide you through the process.

8. Grievances

If your refund is not processed within the stipulated time, you may escalate to HDFC ERGO’s grievance cell or the IRDAI Integrated Grievance Management System at igms.irda.gov.in. Furtected will assist in escalation where required.

For any queries: hello@furtected.com | www.furtected.com