Privacy Policy

Last updated: [DATE]. Controller/operator: [COMPANY LEGAL NAME, ADDRESS]. Contact: help@petcarealliance.com.

What we collect

• Business owners and staff: name, email, phone, home address (for routing), password (stored only as a salted hash), pay rates and pay stubs, sign-in and security events (time, IP address, browser).
• Your clients (entered by you or by them in the client portal): name, email, phone, address and access notes (door codes are encrypted at rest), pets, vaccination records, visit history and photos, messages, signed agreements, invoices and payments.
• Location (team members using the walker app): your phone's location during a visit, only when location is switched on for the business and for that service. See "Location" below.
• Pet owners with a pet-owner account: your email address and the pets and health records you choose to keep in the Pet Health Hub (vaccines, medications, vet visits, weights, allergies, documents). See "Pet owner accounts and the Pet Health Hub" below.
• Photos and videos: taken by team members during a visit and shown on the visit's report card.
• Voice notes: short recordings a team member makes during a visit. They are for the business only, unless the business turns on voice messages for clients; then a team member may record one short message for the client, shown with that visit's report card once the visit is finished.
• Technical data: an audit log of important actions in your account, error logs, and cookies needed to keep you signed in.
• How businesses use Pet Care Alliance: which features a business's owners and staff use and how often (for example whether clients have been imported, visits booked or invoices sent), recorded per business and per person.
• How a business found us: when a business signs up, the website or campaign link it came from (for example the name of an email campaign, or "google.com"), and the page of our website it signed up from; and which links in our own emails to a business were clicked, and when. We use this only to understand which of our own emails, posts and pages bring and help businesses, and to follow up with businesses we invited. It stays inside Pet Care Alliance.

Why we use it

To run the service you asked for: scheduling, messaging, invoicing, payroll, reporting and security. We use how businesses use Pet Care Alliance to make it easier to use, to offer help when a business seems stuck setting up, and to suggest features or plans that fit it. This stays inside Pet Care Alliance: we do not share it with other businesses, sell it, or use it for advertising by others. We do not sell personal data and do not use client data for advertising.

Location

• What and when: in the Pet Care Alliance app, a team member's phone shares its location while a visit is in progress, to check them in at the client's address, to draw the route of the walk, to remind them to finish a visit, and (if the business turns it on) to tell the client they are almost there. In the store app this can continue while the app is closed or the screen is off; the app explains this and asks before it starts, and the phone's own permission screen asks as well. In a web browser it only works while the page is open.
• Only during visits: it is not recorded between visits. Businesses can switch location off entirely, or per service.
• The "almost there" message: the phone's location is checked once on our server against that one client's address to decide whether to send the message. That location is not stored.
• Who can see routes: the business (owners and managers; a team member sees their own visits). The client sees the route of a finished visit only if the business turns that on.
• How long: route points are deleted automatically after the number of days the business sets (180 days, about 6 months, by default; between 7 and 730), and with the visit if it is removed. The check-in place and time stay with the visit record.

AI features

• Mazy, the in-app helper: answers questions in the chat, and replies to emails a business sends to our support address. What you type, or write in the email, is sent to our AI provider, Anthropic, together with our help articles and simple checks on your account's setup (for example whether text messages or payments are connected). For the helpers below, Mazy reads only the business details listed there.
• Asking Mazy about your business: when someone at a business asks Mazy about that business (for example today's schedule, who is working on a day, a client's prepaid visits, unpaid invoices or vaccines that are due), Mazy looks the answer up in that business's account and sends what it found to Anthropic to write the reply. That can include client and pet names, visit dates and times, team members' names and working hours, invoice numbers and amounts, package and credit balances, and vaccine names and dates. Email addresses, phone numbers and home addresses are not sent. Mazy only looks at the asker's own business, only at what their role in the app already allows them to see, and cannot change anything.
• Suggested replies to your clients: when a client messages a business in the portal or by text, that message and the last few messages in the conversation, the client's first name and pets' names, their upcoming bookings, and the business's services, prices, hours, policies and open times are sent to Anthropic so Mazy can suggest a reply. Email addresses, phone numbers and links are removed first. Only the business's owners and managers see the suggestion, and it is sent to the client only if a team member taps Send. A business can turn this off. Suggestions are kept with the conversation and deleted with it.
• Suggested first replies to new inquiries: when someone sends a business an inquiry, the inquiry (their first name, city, pets, what they need and their message, with email addresses, phone numbers and links removed) and the business's services, prices, hours, policies and open times are sent to Anthropic so Mazy can suggest a first reply. Only the business's owners and managers see the suggestion, and it is sent only if one of them taps Send. A business can turn this off.
• Scheduling assistant: to turn the free-text notes you keep about clients (for example "mornings only, not with Sam") into scheduling rules, those notes and your team members' first names are sent to Anthropic. No addresses, email addresses or phone numbers are sent. The schedule itself is built by our own software, not by the AI.
• The chat on our website: what a visitor types is sent to Anthropic to answer the question. We do not store it; we only count how many chats there are each day.
• Our support team also uses AI to help draft answers and look into problem reports; personal details are removed from problem reports first. Our staff also review a daily list of the answers Mazy emailed to businesses, with contact details removed, to check their quality.
• Limits: the AI cannot assign visits, change your schedule or take payments, and never messages your clients by itself: a suggested reply goes out only when a person on your team sends it. Anthropic processes this text only to give us the answer and does not use it to train its models.
• "Speak your message": turning speech into text uses your phone's or browser's own speech service (for example Google on Android and Chrome, Apple on iPhone and Safari), which processes the audio under its own privacy terms. Typing instead keeps the message within Pet Care Alliance.

Pet owner accounts and the Pet Health Hub

• A pet owner signs in with an emailed link. One sign-in works for every pet-care business that has the owner's email as a client; each business still keeps only its own client record.
• Health records in the Pet Health Hub belong to the owner, not to any business. Nobody can see them until the owner shares a pet with a business, one pet and one business at a time, as "vaccines only" or "all records". The owner can stop sharing at any time.
• A business can add a record to a shared pet only if the owner has allowed it. The record is marked with the business's name, the owner is told by email, and the owner can change or delete it.
• The owner can turn reminder emails off. Vaccine and medication reminders are sent 30 days and 7 days before, and on the due date.
• Deleting a pet in the hub deletes its records, sharing and uploaded documents. If a business erases a client, sharing with that business ends. The hub account is removed when no business has the owner as a client any more.

The Pet Care Alliance Marketplace

Businesses can list themselves (name, town, services, tagline, about text, credentials) so clients of other businesses can find them. We use a client's postal code and state only to decide which businesses to show, and we do not share a client's details with a listed business unless the client asks for an introduction and confirms what is sent (name, contact details, pets and an optional note). The business they ask is not told which other businesses they use. We count how often a listing is opened, followed to its website or used for an introduction, and show those totals to the listed business.

Card payments

Each business is paid into its own Stripe account through Stripe Connect. Client payments go straight to the business; Pet Care Alliance takes no fee from them and never holds the money. We never see full card numbers.

How long we keep it

• Account data is kept while the account is open.
• When an owner closes the account, everything is kept for 30 days (so the closure can be cancelled) and then permanently deleted, including uploaded files. Backups roll off within 35 days.
• The audit log is kept for 400 days, then deleted.
• Event logs used for integrations are kept for 30 days.
• Walk route points are kept for the business's retention period (180 days unless changed). Pet Health Hub records are kept until the owner deletes them or their hub account is removed.
• A client erased at the business's request is anonymized immediately; invoices and payments are kept for accounting without personal details.

Who we share it with (subprocessors)

Security

Passwords are hashed; two-factor sign-in is available and can be required; sensitive fields and integration tokens are encrypted at rest; connections use HTTPS; uploaded photos and documents are private and served only to signed-in people who are allowed to see them; every company's data is isolated from every other's; important actions are written to an audit log. No system is perfectly secure: report concerns to help@petcarealliance.com.

Your rights

Business owners can export all their data and close their account. Clients can download a copy of their data and ask for deletion from the privacy page in their portal (the business then acts on the request), or contact the business directly. Depending on where you live you may also have the right to correct, restrict or object to processing, and to complain to a regulator. Contact help@petcarealliance.com.

Changes

We will post changes here and notify account owners of material ones.

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