Privacy Policy

Last Updated: March 18, 2026

1. Information We Collect

1.1 Information You Provide

Account Information:

• First name and last name
• Email address
• Phone number (optional)
• Password (stored in encrypted/hashed form)
• Country of residence

Pet Owner Information:

• Pet profiles (name, species, breed, age, weight, gender, medical information, allergies, medications, behavioural notes, emergency contact, vaccination status, photos)

Service Provider Information:

• Business or professional details (business name, service type, qualifications, experience, certifications, licence numbers)
• Address and location information
• Date of birth
• Profile and business/facility photos
• Insurance information and proof of coverage
• Identity documents (submitted for verification purposes only)
• Banking and payout details (processed by our third-party payment provider; not stored on Pawtel's servers)

Booking and Transaction Information:

• Booking details (service type, dates, times, pets included, special instructions)
• Payment amounts and transaction history
• Booking status and history

Communications:

• Messages exchanged between Pet Owners and Service Providers through the App
• Photos and attachments shared within conversations

Reviews and Feedback:

• Ratings and written reviews
• Support requests and correspondence

1.2 Information Collected Automatically

Device and Usage Information:

• Device type, model, and operating system
• App version
• Unique device identifiers
• Push notification tokens
• Usage patterns and feature interactions

Location Information:

• Approximate location (used to show nearby Service Providers)
• Location data is only collected when you grant permission through your device settings

1.3 Information from Third Parties

Payment Provider:

• Transaction status and confirmation details from our trusted third-party payment provider
• We do not receive or store your full card numbers or bank account details

Social Authentication (if applicable):

• If you sign in using Google or Apple, we receive your name and email address as authorised by you during the sign-in process

2. How We Use Your Information

We use your personal information for the following purposes:

2.1 Providing and Operating the App:

• Creating and managing your account
• Facilitating connections between Pet Owners and Service Providers
• Processing bookings and payments
• Enabling in-app messaging
• Displaying Service Provider profiles and reviews

2.2 Verification and Trust:

• Verifying Service Provider identities, licences, and qualifications
• Processing identity documents through our verification partners
• Maintaining the integrity and safety of the marketplace

2.3 Communications:

• Sending booking confirmations, updates, and reminders
• Sending email notifications about account activity
• Delivering push notifications (with your consent)
• Responding to support requests

2.4 Improving the App:

• Analysing usage patterns to improve features and user experience
• Identifying and fixing technical issues
• Developing new features and services

2.5 Safety and Security:

• Detecting and preventing fraud, abuse, and unauthorised access
• Enforcing our End User License Agreement and policies
• Protecting the rights and safety of our users

2.6 Legal Compliance:

• Complying with applicable laws, regulations, and legal processes
• Responding to lawful requests from authorities

3. How We Share Your Information

We do not sell your personal information. We share your information only in the following circumstances:

3.1 Between Users:

• Pet Owners can see Service Provider profiles, including name, profile photo, location, services, pricing, reviews, and qualifications
• Service Providers can see Pet Owner names, pet information, and booking details for accepted bookings
• Messages and shared content are visible to conversation participants

3.2 Payment Processing:

• We share necessary transaction details with our trusted third-party payment provider to process payments and payouts
• Service Provider banking details are submitted directly to the payment provider for payout setup

3.3 Identity Verification:

• Identity documents submitted by Service Providers are shared with our verification partners for processing
• These documents are not stored on Pawtel's servers after verification

3.4 Service Providers:

• We use third-party services for email delivery, push notifications, hosting, and database management
• These providers are contractually obligated to protect your information and use it only for the services they provide to us

3.5 Legal Requirements:

• We may disclose your information if required by law, regulation, legal process, or governmental request
• We may disclose information to protect the rights, safety, or property of Pawtel, our users, or the public

3.6 Business Transfers:

• In the event of a merger, acquisition, or sale of assets, your information may be transferred as part of the transaction. We will notify you of any such change.

4. Data Storage and Security

4.1 Storage:

• Your data is stored on secure servers hosted by reputable cloud infrastructure providers
• Our database is hosted on MongoDB Atlas with encryption at rest and in transit
• Our application servers are hosted on Render with HTTPS encryption

4.2 Security Measures:

• Passwords are hashed using industry-standard algorithms (bcrypt)
• All data transmission between the App and our servers is encrypted using HTTPS/TLS
• API endpoints are protected with authentication tokens and rate limiting
• Security headers are implemented to protect against common web vulnerabilities
• Access to user data is restricted to authorised personnel only

4.3 Payment Security:

• All payment processing is handled by our PCI-compliant third-party payment provider
• We do not store credit card numbers, bank account numbers, or other sensitive financial data on our servers

4.4 Data Breach:

• In the event of a data breach that affects your personal information, we will notify you and the relevant authorities as required by applicable law

5. Data Retention

5.1 We retain your personal information for as long as your account is active or as needed to provide you with the Services.

5.2 After account deletion, we may retain certain information as required by law, for legitimate business purposes (such as resolving disputes), or to enforce our agreements. This retained data will be securely stored and access will be limited.

5.3 Booking records and transaction history may be retained for accounting, tax, and legal compliance purposes.

5.4 Messages and communication history may be retained for a reasonable period to support dispute resolution.

5.5 Identity verification documents are not stored on our servers after the verification process is complete.

6. Your Rights and Choices

Depending on your jurisdiction, you may have the following rights:

6.1 Access and Portability:

• You may request a copy of the personal information we hold about you

6.2 Correction:

• You may update or correct your account information through the App's profile settings
• You may contact us to correct other information

6.3 Deletion:

• You may request deletion of your account and personal information by contacting Pawtel support
• Certain information may be retained as described in Section 5

6.4 Notification Preferences:

• You may manage push notification preferences through the App's settings
• You may manage email notification preferences through the App
• Certain transactional notifications cannot be opted out of while your account is active

6.5 Location:

• You may enable or disable location access through your device settings
• Disabling location access may limit certain features of the App

6.6 Device Permissions:

• You may manage App permissions (camera, photo library, notifications) through your device settings

To exercise any of these rights, please contact us at support@pawtel.app.

7. Cookies and Tracking

7.1 The Pawtel mobile App does not use cookies.

7.2 We may use analytics tools to understand how the App is used and to improve our Services. This data is collected in aggregate and does not personally identify individual users.

8. Children's Privacy

8.1 The App is not intended for use by individuals under the age of 18.

8.2 We do not knowingly collect personal information from children under 18. If we become aware that we have collected such information, we will take steps to delete it promptly.

8.3 If you believe a child under 18 has provided us with personal information, please contact us at support@pawtel.app.

9. International Data Transfers

9.1 Pawtel operates globally and your information may be stored and processed in countries other than your country of residence.

9.2 By using the App, you consent to the transfer of your information to countries that may have different data protection laws than your jurisdiction.

9.3 We take appropriate safeguards to ensure your information is protected in accordance with this Privacy Policy regardless of where it is processed.

10. Third-Party Links and Services

10.1 The App may contain links to third-party websites or services that are not operated by Pawtel.

10.2 We are not responsible for the privacy practices of third-party websites or services. We encourage you to review their privacy policies before providing any personal information.

11. Region-Specific Provisions

11.1 European Economic Area (EEA) and United Kingdom

If you are located in the EEA or UK, the following additional provisions apply:

• Legal Basis for Processing: We process your personal data based on: (a) your consent, (b) performance of a contract, (c) our legitimate interests, or (d) compliance with legal obligations.
• Data Protection Rights: You have the right to access, rectify, erase, restrict processing, data portability, and object to processing of your personal data. You also have the right to withdraw consent at any time.
• Right to Complain: You have the right to lodge a complaint with your local data protection authority.

11.2 South Africa (POPIA)

If you are located in South Africa, we process your personal information in accordance with the Protection of Personal Information Act (POPIA). You have the right to:

• Request access to your personal information
• Request correction or deletion of your personal information
• Object to the processing of your personal information
• Lodge a complaint with the Information Regulator

11.3 California (CCPA)

If you are a California resident, you have the right to:

• Know what personal information we collect and how it is used
• Request deletion of your personal information
• Opt out of the sale of personal information (we do not sell personal information)
• Non-discrimination for exercising your privacy rights

12. Changes to This Privacy Policy

12.1 We may update this Privacy Policy from time to time. We will notify you of material changes through the App or via email.

12.2 The "Last Updated" date at the top of this policy indicates when the most recent changes were made.

12.3 Your continued use of the App after changes are posted constitutes your acceptance of the updated Privacy Policy.

13. Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or your personal information, please contact us at:

Email: support@pawtel.app
Website: https://pawtel.app

By using the Pawtel App, you acknowledge that you have read and understood this Privacy Policy.