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.
• Team work records. Team members' names and email addresses, walk times and notes, care logs, meet & greet notes and assessments, and leave requests entered as part of their work for a business.
• 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 emergency contacts, pet records, vet details, care notes, meet & greet enquiries, 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.
• Mobile app and device information. If you use PawLoop - Clients or PawLoop - Walkers, we handle your account details and the information your business makes available to your role. If you enable notifications, our push service records your notification token, user and business identifiers, name and email where provided, phone platform, and optionally its name and app version. It records when your device registered or was last seen, as well as the content, timing and delivery status of notifications sent to it.

• 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 deliver notifications to people using PawLoop - Clients or PawLoop - Walkers on behalf of their pet care business, including updates about client accounts and team work.
• 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. If a client pays an invoice from the app, they enter their card details on Stripe's secure checkout page, not in the PawLoop app.
• Google Firebase Cloud Messaging, to deliver app notifications to registered phones. On iPhones, Apple's push notification service also participates in delivery. These services process the device notification token and the notification content needed to send it.
• 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, including our notification service.

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.

Notification tokens and message content may also be processed outside the UK by Google and Apple as part of delivering notifications. Their processing is subject to applicable data protection safeguards.

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.

Our notification service keeps a limited history of messages and delivery results for troubleshooting and audit purposes. Its standard message-retention period is 180 days; this may change if the service's retention setting changes. Signing out of either mobile app can deactivate a phone's notification registration, so it stops receiving new messages, but does not immediately remove earlier delivery records. Invalid notification tokens can also be deactivated when delivery fails. Account and financial records may be retained as described above.

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.

If you use PawLoop - Clients and want your account or data deleted, ask your pet care business. You can also email hello@pawloophq.com; we will help direct your request to the business or act on it as required by law. Some booking and financial records may need to be retained for legal reasons.

PawLoop - Clients

PawLoop - Clients lets clients of pet care businesses using PawLoop see and manage information that their business makes available through the client portal. For that client and pet information, we process data on the business's behalf.

• Signing in. You use the email address and password linked to your client account. We issue sign-in and renewal tokens so the app can access your account; you can sign out to end the session on your phone.
• Pet photos. When you choose to add a photo to a pet profile, the selected image is uploaded to that profile and is available to the business caring for your pet.
• Notifications. If you enable notifications, the app can register your phone with our push service so your business can send updates about your account, such as invoices. You can switch notifications off in your phone's settings. A notification marked as sent means it was accepted by the delivery service, not necessarily that it appeared on your phone.
• Invoice payments. Paying an invoice opens Stripe's checkout page. Your card details are entered with Stripe and are not stored by PawLoop.

For questions about your bookings or pet records, contact your pet care business. For privacy requests, see “Clients of PawLoop businesses” above.

PawLoop - Walkers

PawLoop - Walkers is for team members at businesses using PawLoop. You sign in with the team login your business provides. The app gives you access to the business's client, pet and work information according to your role. We process the business's client and pet information on its behalf.

• Signing in. Your email and password are sent securely to PawLoop. The app keeps a sign-in token on your phone so you can stay signed in; signing out ends that session on your phone.
• Your work. Walk times and notes, care logs, client and pet details, meet & greet notes and assessments, and leave requests you add or change are saved to your business's PawLoop account. Colleagues can see them as their roles allow.
• Pet photos. When you choose to take or select a pet photo, the image you choose is uploaded to that pet's profile.
• Notifications. If you allow them, your business can send updates about your work, including leave decisions and meet & greet assignments. You can turn notifications off in your phone's settings.
• Contacting clients and sharing forms. Call, Text, Email and Directions open your phone's own apps. You can email a details-form link to a new enquiry or share that link through an app you choose. PawLoop - Walkers does not access your phone's location or contacts.

PawLoop - Walkers does not take payments, collect your location or use advertising, tracking, usage analytics or crash-reporting tools in the mobile app. The website's analytics and diagnostic practices are described separately in this notice.

When you first visit our public website we ask how you would like cookies handled. You can accept all cookies or only the necessary ones. We remember that choice for six months in a cookie called pawloop_cookie_consent, and you can change it at any time using the "Cookie settings" link in the footer.

Necessary cookies. These keep you signed in, keep the app secure and remember your cookie choice. They cannot be turned off without breaking the service.

Analytics cookies. Google Analytics measures page views and traffic sources on our public pages. It is only loaded if you accept all cookies. You can also opt out with Google's browser add-on at tools.google.com/dlpage/gaoptout.

Live chat cookies. The tawk.to chat widget sets cookies so it can keep your conversation going as you move between pages. It is only loaded if you accept all cookies, and it is never used on the customer portal.

If you choose only necessary cookies, we do not load Google Analytics or live chat, and any analytics or chat cookies already in your browser are cleared.

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

This section also applies when either mobile app opens a PawLoop website page in a browser, such as a client portal or details form. Stripe applies its own privacy and cookie practices on its checkout page. The apps' notification tokens are used to deliver notifications, not as website advertising cookies.

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.