Privacy Policy

PawLoop ("we", "us") provides software for dog walkers, pet sitters and boarding businesses. Our contact address is PawLoop, Office 1805, 3 Fitzroy Place, 1/1 Sauchiehall Street, Finnieston, Glasgow, G3 7RH, and you can reach us at hello@pawloophq.com.

We have two different roles under UK data protection law. We are the controller for information about the businesses and people who hold a PawLoop account. Your name, email, business details and billing records. We are a processor for the information a business stores about its own customers and their pets: that business decides how it is used, and we handle it on their instructions.

• Account and business details. Name, email address, business name, phone number, service area, team members you invite and their roles.
• Billing details. Subscription plan, payment status and invoice history. Card payments are handled by Stripe. We never see or store your full card number.
• Client Data you enter. Your customers' names, addresses, phone numbers and emails, plus pet records, vet details, care notes, uploaded documents and photos.
• Usage and audit logs. Records of key actions in the app, who changed what and when. Plus technical logs needed to keep the service secure and running.
• Error and performance diagnostics. When something goes wrong we may capture the error, the page or feature being used, browser and device type, IP address, and an account or user reference so we can trace and fix the fault.
• Website analytics. Pages viewed, referrer and approximate location when you visit pawloop.co.uk.
• Support and forms. Messages you send us, waiting list sign-ups and setup assistance requests, including any details you choose to include.

• To provide, maintain and secure the PawLoop service and customer portal.
• To take payment, manage subscriptions and trials, and issue receipts.
• To send transactional emails to you and, where you enable it, booking notifications to your customers on your behalf.
• To respond to support requests and provide setup assistance.
• To understand how the product is used so we can improve it.
• To diagnose faults, monitor reliability and keep the service secure.
• To meet our legal, accounting and record-keeping obligations.

• Contract, providing the service you have signed up for and taking payment for it.
• Legitimate interests, keeping the service secure, preventing abuse, improving the product, diagnosing errors and monitoring reliability, and contacting account holders about service changes.
• Consent, website analytics and optional marketing emails, which you can withdraw at any time.
• Legal obligation, retaining financial records and responding to lawful requests.

• Encryption. All traffic between your browser and PawLoop is encrypted with HTTPS. Data stored in our systems is encrypted at rest by our secure cloud provider.
• Access controls. PawLoop uses role-based permissions. Owners, admins and walkers only access the client, pet and business records their role requires, and each business's data is isolated from every other business.
• Audit logging. Important changes are recorded with a timestamp and the user who made them, so you have a clear history of what happened.
• Private file storage. Documents and pet photos are stored privately and served only to people authorised on that account.
• No selling or marketing sharing. We do not sell your data or share it with third parties for marketing purposes.
• Deletion on closure. When you close your PawLoop account, your data is deleted.

We share information only with the service providers we need to run PawLoop, under contracts that require them to protect it:

• Stripe, payment processing, subscriptions and billing.
• Google Analytics, website analytics on our public marketing pages.
• Sentry, error monitoring and performance diagnostics. Sentry receives technical data such as error details, browser and device information, IP address and, where needed, an account or user reference. We use Sentry's EU region endpoint.
• tawk.to, live chat support on our website and in the app. When you use the chat, tawk.to processes your messages and, if you are signed in, your name, email and business name so we know who we're talking to. Chat transcripts are held by tawk.to and used only for support.
• Our email delivery provider, sending transactional emails and the notifications you send to your customers.
• Our cloud hosting provider, hosting the application, database and file storage.

We may also disclose information where the law requires it. We do not sell personal data or share it with third parties for their own marketing.

Your data is hosted with our cloud provider on infrastructure protected by encryption and access controls. Some of our providers, such as payment and analytics services, may process limited data outside the UK.

Sentry processes diagnostic data in the EU. tawk.to may process chat data outside the UK. Where data leaves the UK we rely on appropriate safeguards such as UK adequacy regulations or standard contractual clauses.

We keep account and Client Data for as long as the account is open. When an account is closed, its data is deleted from the live service.

We retain a limited amount of information for longer only where the law requires it, for example invoices and payment records kept for accounting and tax purposes, and security logs kept for a short period to detect abuse.

Diagnostic data is kept only as long as needed to investigate and fix faults, typically a short rolling period. Chat transcripts are retained by tawk.to in line with their retention settings and are used only for support.

Under UK GDPR you can ask us to:

• give you a copy of the personal data we hold about you;
• correct information that is inaccurate or incomplete;
• delete your data, or restrict how we use it;
• provide your data in a portable format;
• stop processing based on legitimate interests, where you object; and
• withdraw consent for analytics or marketing at any time.

Email hello@pawloophq.com to exercise any of these rights. If you are unhappy with our response, you can complain to the Information Commissioner's Office (ico.org.uk).

If you are a pet owner whose details are held in PawLoop by the walker, sitter or boarder you book with, that business is the controller of your information, not us. We only process it on their behalf.

Please contact the business directly to access, correct or delete your details. If you are unable to reach them, email us and we will help point you in the right direction.

We use essential cookies to keep you signed in and to keep the app secure. These cannot be turned off without breaking the service.

On our public marketing pages we use Google Analytics, which sets cookies to measure page views and traffic sources. You can opt out using Google's browser add-on at tools.google.com/dlpage/gaoptout or by blocking cookies in your browser.

Sentry does not rely on cookies but records technical session data, such as error details and performance traces, while you use the app.

The tawk.to live chat widget also sets cookies so it can keep your conversation going as you move between pages. It is not used on the customer portal.

We may update this notice as PawLoop develops. If a change is significant we will tell you by email or in the app. The date at the top always shows when it was last updated.

PawLoop, Office 1805,
3 Fitzroy Place, 1/1 Sauchiehall Street,
Finnieston,
Glasgow,
G3 7RH
Questions about this notice or your data? Email hello@pawloophq.com and we'll get back to you.