MyPetAway is software that pet boarding businesses use to run their bookings, care and billing, and that pet owners use to deal with those businesses. It is operated by MyPetAway (“we”). This policy explains what information the service holds, why, and the choices you have.
Who is responsible for your information
When you are a client of a boarding business, that business decides what it records about you and your pets and how it uses it; we store and process that information on the business's behalf. For your own account, and for running the service itself, we are responsible. Questions about how a particular business uses your information are best sent to that business; we will help where we can.
What we collect
- Account details: your name, email address and a securely hashed password. We never store your password itself.
- Your profile: if you are a pet owner, the details you enter on your profile: first and last name, phone numbers, postal address, how you prefer to be contacted, and an emergency contact (their name, phone number and relationship to you).
- Pet and household information you or a business enter: pets' profiles, health, feeding and behaviour notes, vaccination records and documents, photos, household members and people allowed to collect your pets.
- Activity with a business: bookings, care records made during a stay, incident reports, messages and updates, signed agreements, invoices, recorded payments and expenses.
- Email: boarding businesses on a plan with email can send and receive email at addresses on our domain. We keep those messages, attachments and the addresses and subjects on them in the business's mailboxes on our mail server on its behalf; they are the business's records, not ours. Our own addresses (such as support@) are kept in the same way for us. We also keep a log of what was sent and whether it was delivered, and check incoming messages with standard sender checks (SPF, DKIM and DMARC) to sort out spam; we don't read mail for advertising. If you email a business or a business emails you, that business and its staff with email access can see the conversation. We send some emails ourselves, such as password resets and invitations.
- Business information: for boarding businesses, their details, branding, staff accounts and settings.
- Change history: to keep records reliable, the service logs who changed what and when. Records are archived rather than deleted.
- Notifications: if you turn on notifications, your browser gives us a push address for your device.
- Site usage: we count page visits to understand how the site is used. We don't use cookies for this and don't store IP addresses; each visit is linked only to a code that changes every day, so we can count visitors per day but can't follow anyone over time. A boarder can see these counts for its own page and client portal, along with the kind of device (phone, tablet or computer) and any campaign tag in the link you followed, but never who you are. Visits are not counted when your browser sends a Do Not Track or Global Privacy Control signal.
Cookies
We use one cookie, which keeps you signed in. We don't use advertising or tracking cookies.
How we use information
- To provide the service: showing businesses and owners the records they share, sending notifications and reminders you or the business have set up, and producing invoices and reports.
- To keep the service secure and working, investigate problems and prevent misuse.
- To meet legal obligations.
We don't sell personal information, share it for advertising, or use it to build advertising profiles.
Who can see it
- Businesses you connect to can see your account name and email, your profile (phone numbers, address and emergency contact) if their staff are allowed to see client contact details, your household and your pets' profiles, and the records of your dealings with them. Each business sees only its own clients, and never another business's notes or history.
- Business staff see what the business owner allows them to see. Some notes a business makes are internal and not shown to you in the app.
- Service providers that host and run the service for us (such as our server host), under obligations to protect it. When a business has connected its own payment processor and you choose to pay by card, that processor receives the business's name, the invoice number and the amount, and tells us whether the payment went through; your card details go to the processor, never to us. If text messaging is added later, the provider that carries it will receive what it needs, and this policy will be updated first.
- Others when required: if the law requires it, to protect someone's safety, or as part of a sale or reorganisation of the service (in which case this policy continues to apply).
How long we keep it
We keep records while your account or the business's account is active, because businesses rely on a complete history of care and billing. Backups are kept for 14 days. When information is deleted on request, it drops out of backups within that time.
Your choices and rights
- You can view and correct your pets' profiles and your household details at any time, and see the change history.
- You can download a copy of your information from Your data when signed in.
- You can ask for your account and information to be deleted from the same page. Some records may need to be kept, for example invoices a business must keep for its accounts; we will tell you if that applies.
- You can choose which notifications you get.
- Depending on where you live (including several US states), you may have further rights to know, access, correct or delete your information, and not to be treated differently for using them. Contact us at the contact details on this site and we will respond within the time the law requires. If a request concerns a business's records, we may pass it to that business.
Security
Information is sent over encrypted connections. Each business's data is kept separate at the database level, staff access follows the permissions the business sets, passwords are hashed, and backups are taken nightly. No system is perfectly secure, but we work to protect your information and will tell affected people about a breach as the law requires.
Children
The service is not meant for children under 13, and we don't knowingly collect their information.
Changes
If we change this policy, we will update the date above, and tell you in the app if the change is significant.
Contact
Questions or requests about privacy: the contact details on this site.