Privacy policy

1. Information we collect

2. How we use information

• Provide, maintain, and improve the Platform
• Process bookings, payments, and payouts
• Verify Provider eligibility and conduct background checks
• Communicate with you about bookings, account activity, safety alerts, and service updates
• Send marketing communications (with opt-out available)
• Detect, investigate, and prevent fraud, abuse, and Terms violations
• Automatically screen user-submitted content (such as messages and reviews) for safety, fraud, and policy compliance, using automated and AI-assisted tools
• Comply with legal obligations, including tax reporting and law enforcement requests
• Enforce our Terms of Service

3. How we share information

We share information with:

• Other users — Providers see Owner booking details and pet information; Owners see Provider profiles and reviews. Messaging is visible to both parties.
• Service providers — Stripe (payments and Provider identity verification, including the biometric selfie-to-ID match described in the Biometric Data section), Checkr (criminal background checks), Resend (email), PostHog and Google Analytics (analytics), Google and Apple (maps, push notifications, app distribution), Firebase (push + mobile analytics), Sentry (error monitoring), Microsoft (email), and our hosting provider (Laravel Cloud).
• Advertising platforms — Meta (Facebook/Instagram) for ad measurement and attribution. See Section 14 for what we share and how to opt out.
• Legal and safety — to comply with law, respond to subpoenas or court orders, protect the rights or safety of users, or investigate fraud or Terms violations.
• Business transfers — in connection with a merger, acquisition, or sale of assets; users will be notified of material changes.

Analytics privacy. We do not send personally identifying information — such as your name, email address, or phone number — to our analytics providers (PostHog and Google Analytics). Those tools receive only a pseudonymous identifier plus usage and device data; the link between that identifier and your account is kept solely within our own systems. (Other processors above, such as Stripe, Checkr, Resend, and Twilio, necessarily receive the specific information required to deliver their service — e.g. payment, background-check, email, or SMS data.)

We do not sell your personal information for monetary consideration.

5. Your rights

Depending on your jurisdiction, you may have the right to:

• Access the personal information we hold about you
• Correct inaccurate or incomplete information
• Delete your account and associated data (subject to legal retention requirements)
• Export your data in a portable format
• Opt out of marketing communications
• Object to or restrict certain processing

To exercise these rights, use in-app controls (Settings → Privacy) or contact us at support@wellkept.pet. We respond within 30 days. Identity verification may be required. Some information cannot be deleted due to legal retention requirements (financial records: 7 years per IRS).

6. Data retention

7. Security

We use industry-standard safeguards including TLS encryption in transit, bcrypt password hashing, access controls, and regular security reviews. No system is completely secure; we cannot guarantee absolute security. Notify us immediately at support@wellkept.pet of any suspected unauthorized access.

8. Children

The Platform is not directed to anyone under 18. We do not knowingly collect information from children under 18. If we learn we have collected information from a child under 18, we will delete it.

9. International users

WellKept Pet is operated from the United States. If you use the Platform from outside the U.S., your information is transferred to and processed in the U.S.

10. State-specific rights

Washington residents: The WA My Health My Data Act provides specific rights regarding consumer health data. If you believe we process your consumer health data (e.g., geolocation data), contact us for specific rights disclosures.

California residents: The California Consumer Privacy Act ("CCPA") provides specific rights. We do not sell personal information. You may exercise your CCPA rights using the methods in Section 5.

Illinois, Texas, and Washington residents (biometric information): Provider identity verification involves a biometric identifier (a facial-geometry scan) collected and stored by Stripe on our behalf. We obtain your written consent before collection, do not sell or profit from it, and follow the written retention and destruction policy in the Biometric Data section — consistent with the Illinois Biometric Information Privacy Act (BIPA), the Texas Capture or Use of Biometric Identifier Act (CUBI), and Washington’s biometric-privacy law (RCW 19.375).

11. Changes

We may update this Policy. Material changes will be announced via email or in-app notice at least 30 days before taking effect.

12. Contact

Privacy questions: support@wellkept.pet. Mailing address: WellKept Pet LLC, 522 W Riverside Ave Ste N, Spokane, WA 99201.

13. AI-assisted match recommendations (Anthropic Claude)

We use Anthropic’s Claude API to generate one-sentence personalized rationales for each suggested sitter or trainer match (e.g. “5+ years with high-energy dogs and a fenced yard”). The AI helps owners quickly understand why a particular provider fits their pet’s needs.

What we send to Anthropic: only the matching-relevant attributes of your pet and the candidate providers, identified by an opaque random key (a ULID) that has no meaning outside our internal database. Specifically:

• Pet attributes: species, breed, size, age, sex, energy level, sociability, training level, vocal/chewer level, resource guarding flags, house/crate training, walks per day, alone tolerance, sleep preference, plus boolean indicators that medications / dietary needs / bite history are present (the actual free-text content stays internal).
• Provider attributes: years of experience, accepted species, capabilities tags (high-energy, puppies, seniors, reactive, medication administration, etc.), yard / multi-pet flags, rating average, review count.
• The opaque key (ULID) so Anthropic can refer to specific providers in its response without us having to send real provider IDs.

What we never send: your name, email, phone number, address, vet contact, microchip number, emergency contacts, payment information, free-text notes, message content, photos, or any field that could identify you or your pet outside our internal database.

Anthropic’s policy: per their privacy policy, Anthropic does not train models on the data sent through their API and retains prompts only briefly for safety review.

Your choices:

• Opt out at any time in Profile → Privacy on mobile (or by toggling the AI matching preference in your account settings on the web). When opted out you still get heuristic match scores + reasons; you just don’t get the AI-generated sentence.
• Leave pet attributes blank to limit what gets sent. The matcher works with whatever attributes you do fill in; only the fields you provide are eligible to be transmitted.

14. Advertising and measurement (Meta Pixel & Conversions API)

We use the Meta Pixel and Meta Conversions API to measure the performance of advertising campaigns we run on Facebook and Instagram. These tools let us understand which ads led to signups, bookings, or other actions on the Platform, and let Meta deliver our ads more efficiently to people likely to be interested.

What we share with Meta:

• Hashed identifiers — email address, phone number, IP address, browser identifiers — sent in a one-way hashed form so Meta cannot reverse them but can match them against accounts of people who use Facebook/Instagram.
• Conversion events — pages viewed, account created, booking paid — along with non-identifying properties (the page URL, conversion value, currency).
• Click identifiers (the fbclid URL parameter and the _fbp/_fbc cookies that Meta’s pixel sets) when present.

What we do not share: pet information, message content, payment card details, government IDs, background-check results.

Your choices:

• Manage cookies on this site. When you first visit you’ll see a cookie banner. In the EU, EEA, UK, and Switzerland these analytics and marketing tools stay off until you choose “Accept”; everywhere else they run unless you choose “Opt out.” You can change or withdraw your choice anytime using the “Cookie settings” link in the site footer. Strictly-necessary cookies (sign-in, security) aren’t affected.
• Opt out of Meta’s use of your data for advertising at accountscenter.facebook.com/ad_preferences.
• Block the Meta Pixel using a content-blocking browser extension (uBlock Origin, Privacy Badger) — our server-side measurement still uses your hashed email if you create an account, which you can avoid by using the Platform without registering.
• Use your browser’s Global Privacy Control signal — we honor it as a CCPA/CPRA opt-out request.
• California, Colorado, Connecticut, Virginia, and Utah residents have specific opt-out rights under state law; exercise them via the methods in Section 5.