Privacy policy

What we collect

When you book, we collect your name, contact details, service address, and information about your dog including breed, age, weight, vaccination status and any behavioral or medical notes you give us. If you were a client before this booking system, we may have added your name, email address, phone number and your email and text preferences from our earlier customer list.

When you book a visit, we also keep the answers you give to our booking questions about each dog, which can include health information, your confirmation that the dog is vaccinated and cleared by a vet, and a record of the waiver you sign for each dog: the name you type, the time, the waiver wording you agreed to, and the internet (IP) address and browser you signed from (with a keyed code derived from that address). That record is kept with the waiver as evidence of your agreement, including after you close your account. We also link the waiver to the sign-in you used, including the email address the sign-in code went to, until you close your account. When you sign in, we also note the time, your IP address, your browser and the email address the code was sent to, so our team can see where your account is used; those sign-in details are cleared 90 days after the sign-in ends, or when you close your account, unless that sign-in was used to sign a waiver, in which case they are kept with the waiver until you close your account. Only you and our team see your answers; they never appear in web addresses, analytics or our internal alerts. If a visit is not paid for, the confirmations and answers kept with it are deleted. Your answers are also kept with your dog's profile, so you only need to update them when something changes.

If you add a photo of your dog, we store it privately, show it only to you and our team, remove its location data, and delete it when you remove it or when we delete your account at your request.

Why we collect it

To schedule and deliver your sessions, to reach you about a booking, to route the van, and to keep your dog safe during exercise. We do not sell your information, and we do not share it for targeted advertising unless you allow advertising cookies, which you can refuse at any time.

Who processes it

Your account, bookings and dog profiles are kept in our own booking system, run on our cloud hosting providers. Payments for visits and memberships go through Stripe, which receives your name, email address and billing address and processes and stores your card on our behalf; we never see or store full card numbers. The addresses you give us when you book online or join, or when our team books a visit for you, are checked with Google's address service to confirm the street and that it is inside our service area, and Google's routing service estimates the drive between the day's visits from their locations; those drive times are kept for at most 30 days. While you type an address to book online, what you have typed so far is sent to Google so it can suggest matching addresses; we do not keep those suggestions. Our emails to you are sent through Resend, which processes your email address and the message on our behalf. When we text you, the messages are sent through Twilio, which processes your mobile number and the messages on our behalf. Notifications about bookings, enquiries and payments reach us through Telegram. Those messages carry your name and your dog's name as letters only, never your email address, phone number, street address or the message you sent. If a notification cannot be delivered immediately it is held in our queue for at most 72 hours before it is sent or discarded. If a message cannot be delivered, or is blocked by our automated abuse checks, an internal alert to our engineers may include the details you submitted together with your IP address, browser and the page you came from, so that a genuine message is not lost.

Text messages

We text you only if you tick the optional box that asks for permission, and only about your bookings: confirmations, reminders, arrival notices and changes. Reply STOP to any message to stop, or HELP for help. Our SMS terms give the details.

We do not share mobile opt-in information or SMS consent with any third parties, and we never sell or share your phone number for third-party marketing. We keep a record of when you opted in or out, the wording you saw, the browser used and a keyed code derived from the IP address of whoever made the change (you, or our team when they record an opt-out for you), for four years, including after an account is closed, so that we can show we had your permission. The most recent record for each number is kept even beyond four years, so that an opt-out is always honored.

If you text us, our team reads your message in our booking system. We keep it for at most 90 days and delete it sooner if you close your account, unless another account also uses that number. A reply of STOP or START is kept only as which it was, your number and when, as part of the record of your choice, for four years (the most recent one for each number is kept longer, so that an opt-out is always honored); a HELP reply is kept the same way for 90 days. If a STOP reply says more than the word, our team can read the rest, which is deleted like any other message.

How long we keep it

We keep booking records, with their times and amounts, for as long as you are a client and for a reasonable period afterwards to meet tax and insurance obligations.

Membership billing records, meaning your payments, refunds and the renewal terms you agreed to, are kept on the same basis, including after a membership ends.

The address and notes on a visit that was cancelled, or never confirmed, are cleared 120 days later. What we know about how you found us is kept for two years from its last change. Records of the messages we send you are kept for four years, and our error logs for up to 90 days.

If you unsubscribe, or your email address bounces or marks our email as spam, we keep a keyed code derived from the address, never the address itself, for as long as that stands, so that we do not email you again.

Ask us to delete your information and we will, except where we are required to retain it.

When we delete an account at your request, we keep a keyed code derived from your email address, never the address itself, and the date we deleted it. If you come back, by signing up again, booking by phone or from an earlier customer list, our team sees that your account was once deleted at your request.

Cookies and analytics

Strictly necessary cookies keep the site secure and make sign-in and booking work; they are always on. Analytics cookies tell us which pages help. Advertising cookies let Google measure our ads and tailor them.

No analytics or advertising tags run on this site yet. When we add them, they will be Google Tag Manager, Google Analytics and Google Ads, your choice will be passed to them through Google's consent mode, and this policy will say so before they go live.

When you first visit, a cookie on your device notes, for ninety days, the page you arrived on, the site that sent you and any campaign or ad-click codes in the link. Identifiers from analytics and advertising cookies are added only while you allow them. When you sign in we attach it to your account, so we know which pages and ads bring clients. It never runs on your account or sign-in pages.

If you allow advertising and pay for a visit or a membership online, we keep a record of the sale for Google Ads: its value and the code from the Google ad you arrived through, if there was one, so that we can tell which ads bring clients. Bookings our team takes by phone are never included, and no record is made if you switch advertising off or your browser sends a Global Privacy Control signal. A record not sent to Google within 90 days of your click is dropped. The ad-click code itself stays with your account and bookings for two years, like the rest of how you found us.

Analytics and advertising are on unless you switch them off. When you choose, we keep your choice in a cookie on your device for a year and record it, with the time and a keyed code derived from your IP address rather than the address itself. We keep those records for four years. If your browser sends a Global Privacy Control signal, we treat it as a request to opt out of the sale or sharing of your information and keep advertising off automatically.

Your choices

Use "Your privacy choices" at the foot of any page to switch analytics or advertising on or off at any time. You can ask what we hold about you, ask us to correct it, ask us to delete it, and opt out of marketing messages at any time without affecting your bookings.

Contact

Questions about this policy, or a request about your information, can be sent to us using the details on our contact page.