This page is for police officers, investigating agencies and courts. It sets out the legal instruments we act on, what data we hold, how to serve a requisition on Bengaluru Pets, and our response timelines.

1. Where to Serve

Send requisitions, preservation requests and emergency requests in writing to hello@bengalurupets.in, addressed to the Nodal Grievance Officer.

2. Legal Basis We Act On

• A written requisition under Section 94 of the Bharatiya Nagarik Suraksha Sanhita (BNSS), 2023, signed and stamped, citing the FIR / Crime / DD number;
• An order of a competent court;
• A statutory summons or binding directive from an authority acting within its jurisdiction;
• A written notice under the Information Technology Act, 2000 or the Intermediary Guidelines Rules, 2021.

We do not disclose customer data over the telephone, over informal messaging, or to a requester who cannot produce a written instrument. This protects the evidentiary value of the disclosure and our obligations under the DPDP framework.

3. What a Valid Requisition Must Contain

1. Officer's name, rank/designation and service or ID number;
2. Police station, district and State;
3. Official email address and contact number;
4. FIR / Crime / DD number and the sections invoked;
5. The specific identifiers concerned — order number, mobile number or email. Requests for bulk or unspecified customer data cannot be actioned;
6. A scanned copy of the signed and stamped notice on official letterhead.

4. What We Hold

Order records	Customer name, delivery address, contact details, items, amounts and status history.
Payment metadata	Gateway transaction references only. We do not store card numbers, CVV or net-banking credentials.
Technical logs	Submission IP address, timestamp and browser metadata.
Retention	Five years from the last transaction. Data outside this window may no longer exist.

5. Preservation Requests

If you need records preserved while a formal requisition is obtained, write to hello@bengalurupets.in identifying the order or account. Preservation is not disclosure — we place a hold and do not delete the specified records for 90 days, extendable on written request. No data is released until a valid legal instrument is received.

6. Emergency Disclosure

Where there is a credible risk of imminent danger to life or physical safety we will act without waiting for a formal requisition. Such requests must describe the nature of the emergency and are approved by the Nodal Officer. Every emergency disclosure is logged in full.

7. Response Timelines

Acknowledgement	Within 24–48 hours.
Preservation hold applied	Within 24 hours of a valid request.
Substantive response	Within 15 days of a valid requisition.
Court/government removal orders	Within 36 hours.
Emergency requests	Same day.

8. Why There Is No Officer Login

We are sometimes asked for a direct login to view order data. We do not provide one:

• A government email domain identifies an organisation, not an individual officer, their rank, or their jurisdiction over a particular case. Domains such as @gov.in and @nic.in are held across every department of government, not only the police.
• Granting database visibility on the strength of an email domain would breach purpose-limitation and data-minimisation under the DPDP framework, exposing customers unconnected to any investigation.
• A single compromised or spoofed mailbox would become a route to the entire customer database.
• A signed disclosure certificate from a named nodal officer is stronger evidence than a portal screenshot.

9. Notice to Customers

Our policy is to notify a customer when their data has been sought, unless barred by the terms of the order, by law, or where notification would prejudice an investigation or risk harm to a person.