Privacy Policy
Effective September 19, 2026 · Version 2026-09-19
PetLoyal operates the PetLoyal service from Ontario, Canada. PetLoyal is accountable for personal information under its control. Our privacy contact is hello@petloyal.ca.
Information we collect
We collect account and business information (such as names, email addresses, phone numbers, shop details, and credentials), customer and pet records entered by a business, appointment and loyalty activity, communications preferences and delivery events, billing and subscription records, support communications, and technical information such as IP address, browser, device, logs, and cookie identifiers. Please do not enter information that is not needed to provide pet-care services.
How we use information
We use information to provide and secure PetLoyal; authenticate users; operate bookings, customer records, reminders, loyalty and referral features; process subscriptions; deliver transactional communications; provide support; prevent fraud and abuse; diagnose and improve the service; comply with law; and enforce our agreements. We use personal information only for purposes a reasonable person would consider appropriate in the circumstances, or with additional consent where required.
Businesses and customer data
A pet-care business is responsible for the customer and pet information it enters into PetLoyal and for giving required notices and obtaining required consent. PetLoyal processes that information to provide the service to the business. Customers should normally direct access, correction, or deletion requests to that business; we will assist it as appropriate.
Service providers and disclosures
We use service providers to host and operate the service, authenticate users, process payments, send email and SMS, monitor errors and performance, and provide customer support. These currently include Supabase (database and authentication), Vercel (application hosting), Stripe (payments), Twilio (SMS), and Resend (email). Providers process information under contract and may process it outside Canada, including in the United States, where it may be subject to local law. We may also disclose information when required by law, to protect rights or safety, during a corporate transaction, or with consent. We do not sell personal information.
Retention and deletion
We retain personal information while an account is active and as needed to provide the service, meet legal, tax, accounting, security, dispute-resolution, and enforcement obligations, and maintain necessary backups. Retention varies by record and purpose. Account owners may request account deletion; customers may request deletion through their pet-care business. We delete or de-identify information when it is no longer required, subject to lawful exceptions and backup rotation. A pseudonymous hash of a signup email may be retained to enforce the one-trial-per-email rule and prevent abuse.
Your choices and rights
Subject to applicable law, you may ask to access or correct your personal information, withdraw consent, or request deletion. Withdrawal does not affect prior lawful use and may limit our ability to provide the service. Contact hello@petloyal.ca. We will verify identity and respond within applicable time limits. You may also complain to the Office of the Privacy Commissioner of Canada or an applicable provincial regulator.
Safeguards
We use administrative, technical, and physical safeguards appropriate to the sensitivity of the information, including access controls, tenant separation, encryption in transit, restricted service credentials, logging, backups, and vendor oversight. No system is perfectly secure; account owners must use strong credentials and promptly report suspected misuse.
Cookies and similar technologies
We use cookies and similar storage necessary for sign-in, security, session continuity, preferences, and core service operation. We may use limited performance data to understand reliability. Browser controls can block cookies, but essential features may stop working. We do not use PetLoyal customer records for cross-context behavioural advertising.
Security incidents
We investigate suspected privacy and security incidents, contain and remediate them, preserve appropriate records, and notify affected organizations, individuals, and regulators when required by Canadian law. Report a suspected incident promptly to hello@petloyal.ca.
Changes to this policy
We may update this policy as the service or law changes. We will post the new version and effective date and provide additional notice or request renewed consent when a material change requires it.