Draft for legal review. Not yet in force. Items in [square brackets] must be completed or confirmed before this page is published.

Privacy Policy

Draft of October 11, 2026

1. Who is responsible

[LEGAL ENTITY NAME], [REGISTERED ADDRESS], is responsible for the personal information described here. Our privacy contact is [PRIVACY CONTACT NAME OR ROLE] at [CONTACT EMAIL].

We handle personal information under Canadian privacy law, including PIPEDA and applicable provincial law. PetNestr is not currently offered in Quebec.

2. What we collect

• Account details: name, email address, date of birth, profile photo, and how you signed in (email code, Google or Apple).
• Pet records: each pet's name, species, breed, age, photo, microchip number, weight, vaccinations, medications, allergies and conditions, surgeries, vet and insurance details, behaviour and handling notes, feeding plans, emergency contacts, documents you upload, and care logs.
• Bookings and payments: the services you book or provide, dates, prices, quotes, invoices, receipts and refunds. Card details go to Stripe; we receive a payment reference, not the card number.
• Messages: conversations between pet owners and businesses, including attachments, and video consult session details (who, when, how long). We do not record video calls.
• Location: your approximate location when you allow it, to show nearby businesses, places, emergency clinics and lost-pet alerts.
• Business information: business name, address, description, photos, services, prices, hours, policies, team members, tax registration number, and payout status from Stripe.
• Device and technical data: a push-notification token, app version, and error reports when something goes wrong.

3. Why we use it

• To create and secure your account and to record that you agreed to these terms.
• To let pet owners find, book, pay and message businesses, and to let businesses manage that work.
• To show a pet's Passport to a business that the owner has booked, messaged, started a video consult with or sent a Pet SOS request to.
• To process payments, refunds, payouts, subscriptions and invoices, and to keep the records the law requires.
• To send service messages: sign-in codes, booking updates, receipts and safety alerts.
• To fix faults and keep the service secure.

We do not sell personal information, and we do not use it for advertising.

4. Who sees your information

• Businesses you deal with see your name, your messages, your bookings and the Passport of the pet concerned.
• Pet owners see a business's public profile, and the name of the team member assigned to their booking where the business shows it.
• The public can see a business's public profile and its reviews. Review authors are shown by first name and last initial.
• People nearby see a lost-pet alert you choose to post.

We use these companies to run PetNestr. Each receives only what it needs:

• Supabase: database, sign-in and file access control. The primary database is hosted in Canada (Central).
• Stripe: payments, subscriptions and payouts.
• Cloudflare: storage of photos and documents, and web hosting.
• Google: sign-in with Google, maps and place search, push notifications, and web fonts on petnestr.com.
• Apple: sign-in with Apple and push notifications on Apple devices.
• Agora: live video for consults.
• Resend: sending email.
• Sentry: error reports.

The primary database is in Canada, but not all information stays in Canada. Stripe, Agora, Google, Apple, Resend, Sentry and Cloudflare process or store information in other countries, including the United States. [CONFIRM: where server functions and web hosting run] We may also disclose information when the law requires it.

5. How long we keep it

We keep account and pet information while your account is open. Records of bookings, payments, quotes, invoices, receipts and refunds are kept for six years, because tax law and the other party to the booking require it, and are then deleted or anonymised. Messages are kept for [MESSAGE RETENTION PERIOD, tied to the booking dispute window]. Error reports are kept for [PERIOD].

6. Your choices

• See and correct your details and your pet's records in the app.
• Turn location and notifications on or off in your device settings.
• Ask to see, correct or delete your information by emailing [CONTACT EMAIL]. We respond within [RESPONSE PERIOD].
• Complain to us, or to the Office of the Privacy Commissioner of Canada.

What we keep after a deletion request, and why

When you ask us to delete your account, we delete or anonymise your account details and your pets' records. Some records are kept:

• Bookings, payments, quotes, invoices, receipts and refunds: kept for six years, because tax law requires it and the business you dealt with needs its own records.
• Messages connected to a booking: kept for [MESSAGE RETENTION PERIOD], in case of a dispute about that booking.
• Reviews you wrote: [CONFIRM: kept without your name, or removed].
• Records held by Stripe: Stripe keeps its own payment records under its own rules.

7. Security

Information is encrypted in transit and at rest by our hosting providers. Access to records is limited by account: a business can read a pet's Passport only when it has a booking, inquiry, video consult or Pet SOS request for that pet. Private files such as medical documents and message attachments are served through short-lived links. No system is perfectly secure; if a breach creates a real risk of significant harm we will notify you and the regulator as the law requires.

8. Children

PetNestr is for adults. We do not knowingly collect information from anyone under 18.

9. Changes

We will post any change here and tell you in the app or by email if it is significant.