Policies & Guidelines

This policy explains how Pran Neer collects, uses, shares, stores and protects personal information when you use the Service, whether you only browse or have an account. It is part of our Terms of Service.

Account and profile. Name, username, email address, phone number, date of birth, profile photo, cover photo, bio and your location (division, district, upazila, which you choose yourself). If you use Google sign-in, Google sends us your name, email and profile picture. We do not read your contacts. We do not use GPS.

Pets and listings. Pet name, species, breed, age, gender, weight, vaccination and neuter status, food habit, health and medical notes, photos, reason for adoption or sale, price and location.

Community activity. Posts, images, comments, likes, shares, saved items, follows, notifications, reports and badges.

Messages. Text, images, videos and PDFs you send in chat, with sender, receiver, time, delivered and read status.

Marketplace. Cart, orders, delivery address, contact phone, payment method, reviews, and for sellers the shop name, phone, location, product listings and sales.

Vet and pharmacy services. Appointment requests (your name, pet details, phone, reason, preferred time) and online vet requests (pet details and a description of the problem). For professionals: clinic, chamber, online-vet and pharmacy profiles, services, charges, opening hours and reviews.

Rescue, lost & found and foster. Alerts and reports (title, species, urgency, place, contact phone, photos), rescue claims and outcomes, and foster listings and bookings (host name, fee, capacity, accepted animals, dates and special-care notes).

Fundraising. Campaign details and supporting documents, donor amount, message, the sender phone number and transaction ID you enter, and any appeal note or proof.

Verification. Full name, phone, address, and as required for the role: NID number, BMVC registration number, trade licence number, TIN, organisation or social links, licence expiry dates, and the document images or PDFs you upload.

Payments. Invoice number, purpose, amount, status, payment method and the gateway's transaction reference. Card and wallet details are entered on PayStation's pages, not ours.

Contact messages and support. The email, subject and message you send through Contact Us.

Technical data. Standard server and security logs (such as IP address, browser and time) created by our hosting and database providers, and the cookies and local storage described below.

• Create and run your account, profile, pets, listings, orders, bookings and messages.
• Show you listings, posts, search results and notifications.
• Review verification applications, manage badges, subscriptions and licence reminders.
• Process payments, commissions and fees, and prevent payment fraud.
• Keep the platform safe: handle reports, detect spam and scams, stop animal abuse and illegal trade, and enforce our rules.
• Answer your messages and fix problems, and improve how the Service works.
• Meet legal duties and respond to valid requests from the authorities.

We do not sell personal information and we do not use it for third-party advertising.

• Anyone, even without an account: adoption and Buy & Sell listings, marketplace products and shops, vet, clinic and pharmacy directories, fundraising campaigns, rescue alerts and foster listings. Many of these pages hide who posted them until you log in.
• Logged-in users: profiles (name, username, photo, bio, badges), posts, comments, pet profiles and the information you chose to publish.
• Phone numbers: a verified vet's or rescuer's phone number is shown only if you chose to make it public. Vet clinic owners' and foster owners' phone numbers are never shown publicly. A phone number you put in an adoption request, order, booking or alert is seen by the person who needs it to respond (for example the pet's lister, the shop or the host) and by our staff.
• Private details: your email, date of birth and verification information are never shown to other users.
• Staff: admins and moderators can see what they need to review reports, verification, payments, orders and fundraising. Admins can also read messages when needed for safety or legal reasons.

• Document images and PDFs go to private storage. Only you (when uploading) and authorised staff (through short-lived secure links) can open them. They are not public.
• We delete the document files after review. Text details that you typed into the application (for example NID number, licence number, TIN) stay with the verification record while your account exists so that we can manage your badge, licence expiry and renewals.
• Documents are used only to verify you. We do not use them for any other purpose.

• Chats are not end-to-end encrypted. Platform administrators can access them when needed for abuse reports, fraud checks, safety or legal reasons.
• Messages cannot be unsent once sent. Do not share phone numbers, passwords, OTP codes or bank details in chat.
• Videos and PDFs sent in chat are deleted from storage 7 days after they were sent. The message itself remains.
• Online vet conversations only open after the vet accepts and close after the time shown in the app.

Online payments go through PayStation. We receive confirmation that a payment was made, its amount and a reference, not your card number, bank login or wallet PIN. Fundraising donations are transferred directly between donor and campaign owner; we only see the details the donor submits for review. We keep payment records for accounting, dispute handling and legal reasons even after an account is deleted.

We share information only as needed to run the Service:

• Supabase for our database, sign-in and file storage.
• Vercel for hosting the website and running scheduled clean-up jobs.
• PayStation for processing online payments.
• Google if you choose Sign in with Google.
• Other users, as described in the visibility section above.
• Authorities and others when the law requires it, to answer a valid legal request, to protect people or animals from serious harm, or to investigate fraud and abuse.
• A successor, if Pran Neer is ever transferred or merged, with the same protection for your information.

These providers may process data only to do their job for us. Some of them store data outside Bangladesh, so your information may be processed in other countries.

• Essential cookies keep you logged in securely (set by our sign-in provider).
• Preferences such as light/dark theme and language are saved in your browser's local storage.
• We do not use advertising or cross-site tracking cookies today. The site has a banner space that may later show our own banners or Google AdSense. If that happens, the ad provider may use cookies and we will update this policy first.

• Account data and content: while your account is active.
• Chat videos and PDFs: 7 days.
• Unanswered online vet requests: deleted after 24 hours.
• Photos of a Buy & Sell listing that was never paid for: deleted after 24 hours.
• Verification document files: deleted after review.
• Payment records, safety and moderation records: kept as long as needed for accounting, disputes, fraud prevention and legal duties.
• Backups: our providers may keep backup copies for a limited time after deletion.

Go to Settings and choose delete account. You confirm with your password (Google users set a password first). This permanently deletes your profile and the data linked to it, such as posts, comments, pets, listings, shops and products, messages, notifications, follows, favourites, reports you made, verification applications and documents, and the files you uploaded. It cannot be undone.

Some information may remain where we must or may keep it by law or for safety: payment records, records of serious violations, and content that other people already received, such as messages in their chat.

• Edit your name, username, photo, bio, location and phone from your profile and Settings.
• Choose whether your phone number is public when you apply as a vet or rescuer.
• Turn off or manage notifications in Settings.
• Ask us to access, correct or delete your information, or object to how it is used, through Contact Us. We may need to confirm your identity first and aim to reply within 30 days.

We protect your data with encrypted connections (HTTPS), row-level access rules in the database so users can read only what they are allowed to, private storage for sensitive documents, and staff-only access to verification files. No system is completely secure. Use a strong, unique password, do not share it, and tell us quickly if you notice anything suspicious.

Pran Neer is not for children under 15. We ask for your date of birth when you sign up and refuse accounts below the minimum age. If we learn that we hold data from a child below that age, we will delete it. Do not post a child's photo, school, address or phone number. See also Child Safety.

We will post updates here with a new effective date and give extra notice in the app for important changes. Using the Service after an update means the updated policy applies, unless the law requires your separate consent.

Privacy questions or requests: Use the Contact Us page and choose a clear subject.