This Privacy Policy is applicable to the visitors/customers (“users” / “you”) of ‘Vital Vittles’ – the Pet care division/brand of Cosmo First Limited( Formerly Cosmo Films Limited ) who for the purpose of surfing the website and/or mobile application., buying the products and subscribing to Pet care related services. Vital Vittles, a division of Cosmo First Limited( Formerly Cosmo Films Limited ), is in the business of sale of Pet care products and related services as contemplated on its Website vitalvittles.in ;referred as “Platform” and is strongly committed to protecting the privacy of users.

This Privacy Policy helps to explain Vital Vittles data protection practices and related information. It is here by explained that the data collected by us and its impact on you. It further explains the steps vitalvittles.in takes to protect your privacy and giving you control over who you communicate with for our products and services.

When we say “Cosmo First Limited( Formerly Cosmo Films Limited )”, “Vital Vittles”, “CFL”, “our,” “we,” or “us” we’re referring to all the products and services offered through our Platform. This Privacy Policy (“Privacy Policy”) applies to all our services, features, software, Platform running under the trade name of www.vitalvittles.in,  for Happy Pets or unless specified otherwise provided.

This Privacy Policy discloses the information gathering process and the privacy and dissemination practices followed by us. Cosmo First Limited( Formerly Cosmo Films Limited ) has created this Privacy Policy in order to demonstrate our firm commitment to protecting your personal information/privacy.

We have adopted the following practices in order to safeguard the confidentiality of your personal information to the best of our ability.

1. Introduction
This Privacy Policy details our commitment to protect the privacy of users who visit our Platform, who register to use our Platform and/or to purchase products from our Platform and/or subscribe to our services.

2. Scope
In this Privacy Policy, personal information means information relating to an identified or identifiable natural person (An identifiable person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, and online identifier or to one or more factors specific to his/her physical, physiological, genetic, mental, economic, cultural or social identity). The use of information collected through our Platform shall be limited to the purpose of providing the service / delivery of the products as ordered by the users and for the purposes as detailed under Clause 4 of this Privacy Policy.

Our Platform may contain links to other websites and mobile apps and the information practices and the content of such other websites and apps are governed by the privacy statements of such other websites and apps. We suggest you to review the privacy statements of any such other websites and apps to understand their information practices before making use of the other websites and/or mobile apps.

This Privacy Policy includes account information, as defined under Section 3 of this Privacy Policy, and other information we collect in connection with your registration or authentication process for our services as mentioned hereunder, security and privacy practices, including how we protect, collect, and use electronic data, text, messages, communications or other materials submitted to and stored within the Platform by you (“Service Data”).

3. Information Gathered by Us
The Platform gathers the information including the following:

i) Information you submit:In order to avail the services and purchase of products, you provide the following information:
While placing an order and/or to avail our services, you share with us your personal details, such as name, contact number and email address etc.
When you avail for online payment method, you provide us or our payment service provider with information, such as your debit or credit card number or UPI or other details of your bank account etc.
Testimonials submitted by you.
ii) Information not directly submitted by the you:Such information is as follow:
User Activity: We collect information about your activity on our Platform, such as date and time you logged in, features you’ve been using, searches, clicks and pages visited by you.
Device Information: We collect information from and about the device(s) such as IP address, device ID and type, device-specification and apps settings, app error reports, browser type and version, operating system, identifiers associated with cookies or other technologies that may uniquely identify your device or browser.
SMS Permission: We might need SMS permission for authenticating transactions via OTP, sent by the Payment Gateway.

4. Usage of Information Collected by Us
We use the information collected in the following ways:

We use the information submitted by you to provide the services and products including registering you for our services, verifying your identity and authority to use our services and to otherwise enable you to use our Platform, our services and purchase products.
Manage your account.
Provide you with customer support and respond to your queries.
For internal record-keeping purchases.
Conduct research and analysis about your use of our product and services for providing better services.
To periodically send promotional messages and emails regarding our services, products offered by us, special offers or other information about vitalvittles.in that we might think you may find interesting.
Communicate with you by email, phone about services etc. to deliver you products and services or information you have requested.

5. With Whom we Share your Information
Except where you are expressly informed on the Website and/or App or as described hereunder, we do not sell, rent, share, trade or give away any of your personal information.

With our service providers and partners: We may use third party service providers to provide Website and application development, hosting, maintenance, backup, storage, payment processing, analysis and other services for us, which may require them to access or use information about you. If a service provider needs to access information about you to perform services on our behalf, they do so under close instruction from us, including policies and procedures designed to protect your information. All of our service providers and partners agree to strict confidentiality obligations.
With law enforcement agencies: We will disclose your personally identifiable information as required by law and when we believe that disclosure is necessary to protect our rights, other members interest and protection and/or comply with a judicial proceeding, court order, or legal process served on our Web site.

6. Access or Control your Information
You have been provided with tools to manage your information. You have the right to access, rectify, update information that you provided to us by visiting our site or the app. You have the following rights:

Reviewing your information: www.vitalvittles.in gives you the right to review and edit personal information from our Platform.
If you believe that the information, we hold about you, are no longer entitled to use it and you want to delete or object to its processing, please write a mail on support@vitalvittles.in. Please note, however, we may need to retain certain information for record-keeping purposes, to complete transactions, or to comply with our legal obligations and applicable territorial laws.
You have the right to withdraw your consent from processing your personal information. Please note that by withdrawing your consent means, the deletion of your profile and we won’t be able to provide further service to you, to delete your account kindly write a mail on support@vitalvittles.in.

7. Steps taken by us to Secure your Information
We follow generally accepted industry standards to protect the personal information submitted to us. All your information, not just the sensitive information mentioned above, is restricted in our offices. Only employees who need the information to perform a specific job are granted access to personally identifiable information. If you have any questions about the security at our Website and App, please email us on the email id mentioned below.

While we implement safeguards designed to protect your information, no security system is impenetrable and due to the inherent nature of the internet, we cannot guarantee that data, during transmission through the internet or while stored on our systems or otherwise in our care, is absolutely safe from intrusion by others. When our registration/order process asks you to enter sensitive information (such as a credit card number), such information is encrypted and is protected with the best encryption software in the industry.

8. Information kept by us
We keep your personal information only as long as you use our service and also as permitted/required by applicable law. In practice, we delete or anonymize your information upon deletion of your account, unless the same is required for to comply with legal obligations, fraud prevention, take actions we deem necessary to protect the integrity of our Website and App or our users, to resolve disputes, to enforce our agreements, to support business operations, and to continue to develop and improve our services. We retain information for better services, and we only use the information to analyze about the use of our services, not to specifically analyze personal characteristics about you.

9. Cookies and other Tracking Technology
We and our authorized partners may use cookies and other information gathering technologies for a variety of purposes. These technologies may provide us with personal information, information about devices and networks you utilize to access our Website and App, and other information regarding your interactions with our Website and App.

We partner with third parties to either display advertising on our Website and App or to manage our advertising on other sites. Our third-party partners may also use technologies such as cookies to gather information about your activities on our Website and App and other sites in order to suggest advertisements based upon your browsing activities and interests.

Web beacons, tags and scripts may be used on our Website and Apps or in email or other electronic communications we send to you. These assist us in delivering cookies, counting visits to our Website and Apps, understanding usage and campaign effectiveness and determining whether an email has been opened and acted upon. We may receive reports based on the use of these technologies by our third-party service providers on an individual and aggregated basis.

You are free to decline our cookies if your browser permits, although in that case you may not be able to use certain features on the Platform and you may be required to re-enter password more frequently

10. Changes to this Privacy Policy
We retain the right to alter the Privacy Policy at any time by posting the revised policy on the Website & App. We at all times reserve the right to do so without giving you any prior intimation. You hereby forgo all your rights to be intimated in case of any change/alteration in this Privacy Policy and if you continue to use the Website & App it is indicative of your acceptance of the revised Privacy Policy. You must therefore check the Website & App regularly for revisions and modifications that come posted online by clicking on the appropriate link. You will find a listing of all changes and their corresponding ‘Effective Dates’ as well.

11. Your Consent
By using Website and/or App and/or by providing your information, you consent to the collection and use of the information you disclose on the Website and/or App in accordance with this Privacy Policy, including but not limited to your consent for sharing your information as per this Privacy Policy.

12. Grievance Officer
In accordance with Information Technology Act 2000 and rules made thereunder, the name and contact details of the Grievance Officer are provided below:

Name: Ajay Singh

Designation: Grievance Officer

Email ID: grievance@vitalvittles.in

Phone Number: 99010 05450

Address: 5A, Silver oak resort
23rd Km,, Doddaballapur Main Rd, Rajanukunte, Bangalore Karnataka 560064

Customer Grievance Redressal Policy.

Exciting News for Pet parents! www.vitalvittles.in (an initiative of Cosmo First Limited) acquired Petsy, to offer complete pet care to all Pet Parents.

Vital Vittles is an omnichannel pet care platform offering holistic experiences for pets and pet parents through a wide range of breed-specific product offerings, premium grooming services, and complete vet care.

With the combined strengths of Vital Vittles, the pet parenting experience will enhance as you will get a wide selection of premium goods, pet grooming & vet services with outstanding customer service to meet all your pet’s needs.

Join us in celebrating this milestone and stay tuned for new and exciting offerings, exclusive promotions, and delightful surprises in the world of pets. Together, Vital Vittles will continue to bring joy to pet parents.

Thank you for your continued support, and we look forward to serving you and your furry friends with the utmost care and dedication.

Explore www.vitalvittles.in for further updates and information on what’s new in the pet care space.

The Vital Vittles Team

Customer Grievance Redressal Policy

Background:

Customer Grievance Redressal Policy has been formulated in line with regulatory guidelines and applicable laws on customer service and outlines the framework for addressing customer grievances.

Vital Vittles treats customers’ complaints as an opportunity to fulfil the gap between the committed level and services rendered to the customers. The gap may be on account of committed turnaround time, non-fulfilment of customer’s requests, payment wallets related concerns, etc. We urge you to additionally read ‘Cancellation & Return Policy, Delivery & Shipping Policy and FAQs uploaded on www.vitalvittles.in platforms (website  as they shall be helpful in resolving certain queries that you may have related to orders, returns, payments, wallets, etc.

Objective:

The objective of the Customer Grievance Redressal Policy to ensure that:

All customers are treated fairly at all times;
All complaints, requests, and queries received by customers are responded promptly and with courtesy within the prescribed timelines of the complaint raised by the customer;
Customers are fully informed of avenues to escalate their grievances and their rights to escalate if they are not satisfied with the response from the customer service team.
Channels available for customers to report grievance:

www.vitalvittles.in customer service team can be reached via calls and emails and will record the grievance(s) appropriately and acknowledge the customer’s issue as per laid down process herein.

www.vitalvittles.in has a defined timelines for each process and the time which will be communicated depending on the concerning issue. To enable us to provide you with the best customer experience, and maintain efficiency in customer support, we sincerely urge the customer to follow the escalation protocol mentioned below:

Level-I: Customer Support:
Customers can contact our customer support officers via call to 99010 05450  or by an email to info@vitalvittles.in which provides the online resolution to your queries/complaints across channels. The officer will respond to your concerns and queries within 24 (twenty-four) hours from the receipt of your communication via the channel opted by the customer.

Level-II Grievance Officer:
If your query could not be resolved for a period of 07 (seven) days after you have reached out to our Level-I Customer support, you can escalate the matter to the Grievance Office; Anthony D’Costa via email at grievanceofficer@vitalvittles.in or by phone no. 99010 05450 with the details of your interactions with our customer support officer through Level-I Customer Support. We will respond within 48 (forty-eight) business hours from the date of receipt of your communication. We assure you that we will strive to resolve your queries at the earliest and in any event, within the timelines prescribed under applicable laws.

DISCLAIMER

vitalvittles.in DOES NOT solicit confidential details like your OTP/CVV/PIN/Card Number either through Calls/SMS/WhatsApp/Surveys/mail/Link or any other means. Please report such suspicious activities to support@vitalvittles.in.
26th January 15th August, 2nd October, and major festivals in India will be considered as non-business days.
vitalvittles.in will review the Customer Grievance Redressal Policy from time to time and may modify/amend the Customer Grievance Redressal Policy without prior intimation, in line with regulatory guidelines and other applicable law, to suit the business needs.
vitalvittles.in relies on its retail and payment partners and in rare cases, you might experience delay in resolution of your issues, which will be likely due to reasons beyond our control, once we pass the investigation to them. However, it would be our endeavour not to exceed resolution timelines.

Any grievances related to non-returnable products will be adhered to as per the Cancellation and Return Policy of vitalvittles.in.
Grievances, where customers have shared their details to unauthorised people leading to financial leaks, are not covered by the Customer Grievance Redressal Policy(Scam web pages, Numbers, Callers, etc.) and must be reported to appropriate Security Agencies with information to vitalvittles.in on the aforesaid channels