Privacy Policy

1. Overview

This Privacy Policy explains how Pawly collects, uses, discloses, and protects personal information when you use our website, accounts, pet-care marketplace, caregiver application, support tools, and related services (collectively, the “Services”). It applies to pet parents, caregivers, applicants, visitors, and support contacts.

2. Information we collect

Information you provide

• Account data: name, email, authentication records, role, preferences, and settings.
• Pet and care data: pet name, species, breed, age, temperament, routines, compatibility needs, medical or medication notes, emergency contacts, veterinarian details, and care instructions.
• Booking and communication data: requested services, schedules, service addresses, messages, meet-and-greet notes, cancellations, reviews, support requests, incident reports, evidence, and receipts.
• Caregiver data: legal name, work location, services, experience, capacity, references, credentials, profile details, availability, screening consent status, and Pawly review decisions.
• Care updates: checklist events, timestamps, photos or media you upload, sync status, and GPS confidence or location when a relevant feature is enabled and permission is granted.

Information from service providers

We receive limited status and reference identifiers from vendors, such as Stripe customer, Identity, Checkout, and Connect status; authentication events from Supabase; and candidate, invitation, report, or screening status from an approved background-check provider. We do not receive the full sensitive information those vendors collect unless necessary and legally permitted.

Information collected automatically

We may collect IP address, device and browser type, pages viewed, feature interactions, approximate location derived from IP, timestamps, error logs, security signals, notification delivery status, and cookie or local-storage identifiers needed to operate the Services.

3. How we use information

• Provide accounts, pet profiles, search, matching, booking, messaging, payments, payouts, care updates, support, and marketplace operations.
• Match pets and caregivers using service, location, availability, temperament, compatibility, capacity, qualifications, and preferences.
• Verify identity, facilitate screening, review references and credentials, prevent overcrowding, and make separate Pawly activation decisions.
• Process bookings and payment-method setup through Stripe, calculate fees, support cancellations or replacement care, and prevent fraud.
• Operate Pawly Copilot using the question, relevant account context, and Pawly knowledge sources. Copilot does not replace veterinary, legal, financial, or emergency advice.
• Send transactional and safety communications; investigate incidents and disputes; enforce our Terms; comply with law; and improve product reliability.

Where required, we rely on consent. We also process information to perform our contract with you, comply with legal obligations, and pursue legitimate interests such as safety, fraud prevention, support, and service improvement.

4. How we disclose information

• Marketplace participants: information needed to evaluate fit, arrange care, communicate, complete a booking, and handle safety issues.
• Vendors: hosting, database, authentication, payment, payout, identity-verification, screening, communications, monitoring, and support providers.
• Safety and legal matters: emergency contacts, veterinarians, insurers, law enforcement, regulators, courts, or others when reasonably necessary to protect a person or animal, investigate fraud or abuse, respond to lawful process, or establish legal claims.
• Business transactions: a prospective or completed financing, merger, acquisition, restructuring, or sale, subject to appropriate protections.

Pawly does not sell personal information or share it for cross-context behavioral advertising in the current Services. If that changes, we will update this policy and provide legally required choices first.

5. Cookies and local storage

Pawly uses essential browser storage for authentication, security, preferences, and core product state. We may use limited analytics to understand whether features work. Blocking essential storage may prevent sign-in or other features from functioning.

6. Your choices and privacy rights

Depending on where you live, you may have rights to access, correct, delete, or receive a copy of personal information; object to or restrict certain processing; withdraw consent; or appeal a denied request. You may update available account information, export account data, or request deletion from the account workspace.

We may verify your identity before completing a request. We may retain information where required for safety, fraud prevention, tax, payment, screening, dispute, insurance, or other legal obligations. You can manage browser notification, camera, media, and location permissions in your device settings.

7. Retention and security

We retain information for as long as needed to provide the Services and meet safety, dispute, payment, tax, screening, fraud-prevention, and legal obligations. When information is no longer needed, we delete, de-identify, or securely isolate it.

We use safeguards designed for the nature of the information, including encrypted transport, access controls, restrictive database policies, hosted collection of sensitive financial and verification data, audit records, and signed webhook verification. No system can guarantee absolute security.

8. Children

The Services are for adults aged 18 or older. Pawly is not directed to children and does not knowingly create accounts for anyone under 18.

9. Changes to this policy

We may update this policy as the Services, vendors, or legal requirements change. We will post the revised version with a new effective date and provide additional notice when required.

10. Contact us

For privacy questions or requests, use the Pawly Support Center contact form. For urgent threats to a pet or person, contact local emergency or veterinary services first.