Privacy Policy

Personal Information

When you create an account or use our services, we collect:

• Identity Information: Name, email address, phone number
• Authentication Data: Secure login credentials managed through Auth0
• Address Information: Service addresses, including coordinates for location matching
• Profile Information: Profile photos, preferences, and account settings
• Payment Information: Credit card details, billing addresses (processed securely through Stripe)
• Communication Preferences: Email, SMS, and notification settings

Pet Information

• Pet names, breeds, ages, and characteristics
• Pet photos and medical information relevant to our services
• Vaccination records and health documentation
• Special care instructions and behavioral notes

Service Data

• Appointment Details: Scheduling, service history, and preferences
• Location Data: Service areas, availability zones, and geographic coordinates
• Communication Records: Messages between users, support interactions
• Reviews and Ratings: Feedback and service evaluations
• Loyalty and Rewards: Points, referral codes, and program participation

Technician-Specific Data

• Professional Information: Certifications, experience, service specializations
• Business Data: Service areas, pricing, availability schedules
• Financial Information: Earnings, payment methods, tax information
• Background Information: Identity verification documents processed through AI review
• Contractor Agreements: Acceptance records, version tracking, IP addresses

Affiliate Program Data

If you participate in Pawdicure's affiliate or referral program, we may collect and store affiliate-specific information, including referral codes and links, referral activity, conversion and payout records, payment details, tax-related information, communication preferences, and records used to review suspected fraud, abuse, or policy violations.

Technical Data

• Usage Information: App interactions, feature usage, session data
• Device Information: Device type, operating system, browser information
• Location Data: GPS coordinates for service delivery and area matching
• Integration Data: Calendar synchronization, third-party app connections
• Cookie and Tracking Data: Consent choices, referral attribution cookies, analytics events, advertising click identifiers, IP address, browser information, and similar technical signals

Location Data for Technician Dispatch

The technician apps may collect, transmit, sync, and store foreground and background location data to support dispatch workflow. This includes dispatch tracking, route progress, navigation support, proximity events, and optional GPS-based auto clock-in and auto clock-out features.

Background location tracking is intended to begin only after a technician manually initiates dispatch by tapping "Head Out Now," if GPS automation is enabled in the app and the technician has granted the necessary device permissions.

Background location tracking is intended to stop after clock-out or when the active dispatch session ends. Manual dispatch controls remain available even if GPS automation is disabled.

Technician Communications and Notifications

The technician apps collect, transmit, sync, and store in-app message data, SMS-related appointment communications, push token data, and notification preference data to support technician-client communication and technician alerts.

• Unread message alerts and communication history
• Appointment reminders and dispatch reminders
• Payout and earnings-related notifications
• Completion report reminders and other operational technician alerts

Technician Device and Session Data

The technician apps collect, transmit, sync, and store limited device and session data, including device type, operating system, app interaction and session data, and device tokens used for push notifications.

We use this information to support secure sign-in, session continuity, app stability, notification delivery, fraud prevention, and security monitoring.

Technician Controls and Choices

• Technicians can manage push notification settings in the app and through their device settings.
• Technicians can manage device location permissions through iOS or Android system settings.
• Technicians can disable GPS auto clock-in and auto clock-out features within the app.
• Technicians can continue to use manual dispatch controls even if GPS automation is disabled.

Service Delivery

• Facilitate appointment booking and service coordination
• Enable communication between clients and technicians
• Process payments and manage financial transactions
• Provide customer support and resolve service issues
• Maintain service quality through reviews and feedback systems

AI-Powered Features (Pawdie)

Our AI system, "Pawdie," uses your information to:

• Voice and Chat Support: Answer questions and assist with requests
• Service Automation: Cancel appointments, reschedule services, update preferences
• Identity Verification: Confirm caller identity through data matching
• Context Building: Maintain conversation history for improved assistance
• Application Review: Automatically process technician applications using document analysis

Important: Pawdie may access your Pawdicure account data to perform actions on your behalf. All AI interactions are logged and may be used to improve our services.

Pawdie does not access data from third-party applications or integrations. For example, if you connect Google Calendar, Pawdie does not have access to your Google account or calendar.

Business Operations

• Analyze service patterns and improve platform functionality
• Conduct financial reporting and business analytics
• Ensure compliance with legal and regulatory requirements
• Prevent fraud and maintain platform security
• Operate technician mobile app dispatch automation, notification delivery, and appointment workflows
• Operate the affiliate and referral program, attribute referrals, calculate rewards or payouts, and review suspected abuse

Marketing and Communications

• Send service-related notifications and appointment reminders
• Provide optional marketing communications (with your consent)
• Conduct customer satisfaction surveys and research
• Offer personalized promotions and loyalty rewards

Service Delivery Sharing

With Technicians: We share only information necessary for service delivery:

• Client name and contact information
• Pet details relevant to the service
• Service address and appointment details
• Communication may occur through masked phone numbers or in-app messaging

With Clients: Technicians' professional profiles, ratings, and service information

Third-Party Service Providers

We work with trusted partners who help us operate our platform:

• Auth0: Secure authentication and user management
• Stripe: Payment processing and financial transactions
• AWS S3: Secure file storage and backup services
• SendGrid/Twilio: Email delivery and SMS communications
• OpenAI: AI processing for Pawdie and automated features
• Google Services: Address completion, mapping, and calendar integration
• Google Analytics: Website and booking funnel analytics when analytics consent is granted
• Meta: Pixel and Conversions API event measurement when marketing and ads consent is granted
• Marketing Platforms: Meta, Google Ads, and Bing for website advertising and conversion measurement (does not use Google Calendar data)

All third-party providers are contractually bound to protect your information and use it only for specified purposes.

We may also share affiliate-related information with service providers that help us operate the affiliate program, including payment processors, communication providers, analytics providers, and fraud-prevention or compliance partners.

Legal Requirements

We may disclose information when required by law, to:

• Comply with legal process or government requests
• Protect the rights, property, or safety of Pawdicure, our users, or others
• Investigate potential violations of our Terms of Service
• Prevent fraud or illegal activities

We may also review affiliate activity internally when needed to investigate misuse, payout disputes, suspicious activity, or violations of our policies or affiliate program terms.

Business Transfers

In the event of a merger, acquisition, or sale of assets, user information may be transferred as part of the transaction. We will provide notice before your information is transferred and subjected to a different Privacy Policy.

Security Measures

We implement industry-standard security measures:

• Encryption of sensitive data in transit and at rest
• Regular security audits and vulnerability assessments
• Access controls limiting employee access to necessary information
• Secure data centers and backup systems
• Multi-factor authentication for administrative access

Payment Security

All payment information is processed through Stripe, a PCI DSS compliant payment processor. We do not store complete credit card information on our servers.

Data Breach Response

In the unlikely event of a data breach, we will:

• Immediately investigate and contain the incident
• Notify affected users within 72 hours
• Cooperate with law enforcement and regulatory authorities
• Provide regular updates on remediation efforts

Account Management

You have the right to:

• Access and review your personal information
• Update or correct inaccurate information
• Download your data in a portable format
• Modify communication preferences and privacy settings

Communication Preferences

Cookie, Analytics, and Advertising Choices

Account Deletion

You may request account deletion at any time:

• Log into your account and select "Request Deactivation"
• Your information will be removed within 30 business days
• Some information may be retained longer if required for legal compliance or dispute resolution
• You have a 30-day window to undo the deletion request using a secure token

Active Accounts

We retain your information for as long as your account remains active or as needed to provide services.

Technician Mobile App Operational Data

For technician mobile app operations, we may retain appointment, dispatch, communication, completion report, payout, and related location data for as long as reasonably necessary to operate the service, support payment processing, investigate disputes, maintain safety and fraud controls, and comply with legal obligations.

Dispatch workflow events, technician-client communications, and appointment-linked location records may be retained as part of the appointment history and operational record associated with a service.

Inactive Accounts

Information from inactive accounts may be retained for up to 3 years for business purposes, after which it will be anonymized or deleted.

Deleted Accounts

Upon account deletion request:

• Personal information is removed within 30 business days
• Some anonymized data may be retained for analytics and service improvement
• Financial records may be retained longer for tax and legal compliance
• Disputed charges or legal matters may extend retention periods

Affiliate and Referral Program Records

We may retain affiliate and referral program records, including referral activity, payout history, tax-related records, and fraud-review records, for as long as reasonably necessary to operate the program, resolve disputes, prevent fraud, comply with legal, tax, accounting, or regulatory obligations, and enforce our agreements.

Affiliate participants may update certain account and communication preferences through their account settings. Some affiliate program records may be retained even after account closure where required for legal compliance, payment reconciliation, fraud prevention, or dispute resolution.

Consent, Referral, Analytics, and Advertising Records

We retain privacy choice records, referral attribution records, analytics records, and advertising conversion records for as long as reasonably necessary to honor your choices, operate referral and affiliate programs, measure service performance, prevent fraud, resolve disputes, comply with legal or accounting obligations, and maintain security.

• Consent records may include your category choices, consent version, timestamp, browser/device signals, and an IP address hash.
• Referral attribution records may be retained for the referral or affiliate program attribution window and longer where needed for fraud prevention, payment reconciliation, or dispute resolution.
• Google Analytics and Meta conversion records are retained according to our internal settings and those providers' platform rules.

AI Training Data

Interactions with Pawdie may be retained indefinitely in anonymized form to improve AI performance, unless you specifically request deletion of this data.

Age Requirements

• All users are assumed to be adults (18+)
• Technicians must be at least 18 years of age
• We do not knowingly collect information from children under 13
• If we discover we have collected information from a child under 13, we will delete it immediately

Parental Consent

If you are a parent or guardian and believe your child has provided personal information, please contact us immediately.

Service Area

Our services are currently available only in the United States. We do not actively market to or provide services to users outside the US.

Data Processing

Your information may be processed in the United States or other countries where our service providers operate. All international transfers comply with applicable data protection laws.

Essential Cookies

We use essential cookies for:

• Authentication and account security
• Booking, payment, service functionality, and customer support
• Fraud prevention, diagnostics, load balancing, and security monitoring
• Remembering your privacy choices
• Referral and affiliate attribution, including `paw_ref_code`, `paw_ref_type`, and `paw_ref_cid`

Referral attribution cookies are essential because they help us apply referral credit, administer affiliate and referral program terms, prevent duplicate or fraudulent rewards, and resolve support questions. We do not use these referral cookies by themselves for targeted advertising.

Analytics

With your analytics consent, we may use Google Analytics and similar tools to understand website usage, booking funnel performance, profile views, signups, checkout behavior, and service improvements. Google Analytics does not access Google Calendar data.

Marketing, Ads, and Conversion Measurement

With your marketing and ads consent, we may use:

• Meta Pixel and Meta Conversions API for ad conversion measurement
• Google Ads, Bing/Microsoft Advertising, and similar advertising tools if enabled
• Advertising cookies or click identifiers for remarketing, attribution, and campaign measurement
• Server-side conversion events for signup, contact, booking, add payment information, purchase, profile view, or location-search activity

These advertising tools may receive event details, hashed contact information such as email or phone where applicable, IP address, browser user agent, page URL, click identifiers, and purchase or booking metadata. Hashing is used to protect identifiers in transit but does not remove all privacy obligations.

Cookie Categories

Managing Choices

You can change optional cookie and tracking choices at any time using the "Privacy Choices" link in our website footer. You can also opt out of interest-based advertising through:

• Google Ad Settings
• Facebook Ad Preferences
• Microsoft Advertising Opt-out

Where required by applicable privacy law, a valid Global Privacy Control signal will disable sale, sharing, or targeted advertising for that browser or device.

Right to Know

• Categories of personal information collected
• Sources of personal information
• Business purposes for collection
• Categories of third parties we share information with

Right to Delete

Request deletion of personal information we have collected about you.

Right to Opt-Out

Opt out of sale, sharing, or targeted advertising where those rights apply. Pawdicure does not sell personal information for money, but some analytics or advertising activities may be considered "sharing" or targeted advertising under certain privacy laws. You can use the "Privacy Choices" link in the footer or a valid Global Privacy Control signal to opt out.

Right to Non-Discrimination

We will not discriminate against you for exercising your CCPA rights.

Policy Changes

We may update this Privacy Policy periodically to reflect:

• Changes in our data practices
• New features or services
• Legal or regulatory requirements
• Industry best practices

Notification of Changes

We will notify you of material changes by:

• Email notification to your registered address
• Prominent notice in the app or website
• In-app notifications for significant changes

Continued use of our Service after changes indicates acceptance of the updated Privacy Policy.

Privacy Questions

For questions about this Privacy Policy or our data practices:

• Email: privacy@pawdicure.com
• Mail: Pawdicure LLC, Privacy Officer, 43114 Peacock Market Plaza Suite 120, South Riding, VA, 20152

Data Protection Officer

For users in jurisdictions with data protection regulations, our Data Protection Officer can be reached at: dpo@pawdicure.com

Reporting Concerns

To report privacy concerns or potential violations:

• Use the "/reportbug" command in our chat system
• Email: privacy@pawdicure.com with subject "Privacy Concern"
• Contact us through the app's support feature

Third-Party Privacy Policies

For complete information about how our partners handle your data, please review their privacy policies:

• Auth0 Privacy Policy
• Stripe Privacy Policy
• AWS Privacy Policy
• SendGrid/Twilio Privacy Policy
• OpenAI Privacy Policy
• Google Privacy Policy
• Facebook Privacy Policy
• Microsoft/Bing Privacy Policy