Privacy Policy

We collect the following categories of information:

• Account & profile: name, username, email address, phone number, password, display name, photo, bio, interests, availability, and the services you offer.
• Pet information: details about pets in your care, such as name, type, breed, age, weight, and care notes.
• Identity & verification: government-issued identification, proof of address, a photo or selfie used to confirm you are the person in your ID, and related information you submit during qualification (see below).
• Background-check information: information used to run a criminal-records screening and the results or status of that screening.
• Location: the address or general area you provide for discovery and booking, and approximate location used to show nearby members.
• Payment: billing details processed by our payment provider. We do not store full card numbers on our servers.
• Usage & device: bookings, messages, reviews, notifications, log data, device and browser information, and push-notification tokens.

To keep the community safe, qualified members complete identity verification and a criminal-records background check. These are performed by trusted third-party providers acting on our behalf:

• Identity verification is provided by Persona Identities, Inc. (“Persona”). As part of this process, you may be asked to submit a government-issued ID and a photo or selfie. Where a selfie is used, Persona may process biometric information (such as a facial scan) to confirm that the ID belongs to you and to detect fraud. This information is collected and processed for identity-verification purposes and handled in accordance with Persona’s privacy practices, available at withpersona.com/legal/privacy-policy. We do not use biometric information for any purpose other than verifying your identity and preventing fraud.
• Criminal-records screening is provided by our background-check partner. We receive the status and result of the screening to make qualification decisions.

We use identity and background-check information only to verify eligibility, protect the safety and integrity of the community, prevent fraud, and comply with law. Providing this information is required to become a qualified member; if you do not wish to provide it, you will not be able to complete qualification.

• operate the Platform, including qualification, discovery, bookings, credits, messaging, and reviews;
• verify identity, run background checks, and make eligibility decisions;
• process booking fees and maintain the credit ledger;
• send transactional and, where permitted, promotional communications;
• provide support, prevent fraud and abuse, and enforce our Terms; and
• comply with legal obligations and protect the rights and safety of members.

We share information only as needed to run the Platform:

• Service providers that process data on our behalf, including identity verification (Persona), background screening, payment processing (Stripe), email delivery (SendGrid), SMS delivery (Twilio), push notifications (Google Firebase), and cloud hosting and file storage (Amazon Web Services). These providers may use your information only to provide services to us.
• Other members, limited to the profile and booking information reasonably necessary to arrange and carry out care (for example, your display name, photo, general area, services, and messages). We do not share your identity documents or background-check details with other members.
• Legal and safety, where required by law, legal process, or to protect the rights, property, or safety of members, the public, or Trusted Pet Parents.
• Business transfers, in connection with a merger, acquisition, or sale of assets, subject to this Policy.

We do not sell your personal information.

We send service messages by email, in-app notification, and web push. If you opt in and verify your phone number, we may send SMS text messages for critical events; message and data rates may apply, and you can opt out at any time from your settings or by replying STOP. You can manage most notification channels in your account settings. Certain account, security, and transaction messages are necessary to operate the Platform and may still be sent.

We use cookies and similar technologies to keep you signed in, remember preferences, secure the Platform, and understand usage. You can control cookies through your browser settings, though some features may not work without them.

We keep your information for as long as your account is active and as needed to provide the Platform, comply with legal obligations, resolve disputes, and enforce our agreements. Verification and background-check records are retained only as long as necessary for those purposes and as required by law, after which they are deleted or de-identified.

We use administrative, technical, and physical safeguards designed to protect your information, including encryption in transit and access controls. No method of transmission or storage is completely secure, so we cannot guarantee absolute security.

Depending on where you live, including if you are a California resident, you may have rights to access, correct, delete, or receive a copy of your personal information, to opt out of certain processing, and to withdraw consent. You can update much of your information in your account, and you can contact us to exercise other rights. We will not discriminate against you for exercising these rights.

The Platform is intended for adults 18 and older. We do not knowingly collect personal information from children. If you believe a child has provided us information, please contact us so we can remove it.

We may update this Policy from time to time. When we make material changes, we will update the “Last updated” date and, where appropriate, provide additional notice. Your continued use of the Platform after changes take effect constitutes acceptance of the revised Policy.