Privacy Policy

Last updated: August 21, 2025

PawPass Connect is committed to protecting the information shared with us by pet care facilities and the pet parents they serve. This Privacy Policy explains how we collect, use, disclose, and safeguard personal information when delivering our software and related services within the United States.

1. Scope

This Policy applies to the PawPass Connect web application, portal experiences, and customer support channels (collectively, the “Service”). Our Service is intended solely for Facilities operating within the United States and their Pet Parents. We do not knowingly market to or support users outside the United States.

2. Definitions

• “Facility”: A pet care business that subscribes to the Service.
• “Pet Parent”: A customer of a Facility whose information is managed within the Service.
• “Personal Information”: Data that identifies or can reasonably be linked to an individual, including contact details and pet information.
• “We,” “us,” “our”: PawPass Connect, based in Georgia, United States.

3. Information we collect

We collect information directly from Facilities, from Pet Parents via portals, and automatically through usage of the Service.

Information provided by Facilities

• Business information: legal name, DBA, addresses, tax IDs, and service offerings.
• Account details: administrator contact names, phone numbers, and email addresses.
• Staff information: names, roles, permissions, and user-generated notes.
• Operational records: bookings, package balances, forms, waivers, feeding instructions, and incident notes.

Information provided by Pet Parents

• Contact details: names, addresses, phone numbers, email addresses, emergency contacts.
• Pet profiles: names, breeds, birthdates, vaccination records, medical history, behavior notes, photos, and videos.
• Payment authorizations: limited metadata such as card brand, expiration date, and the last four digits when stored via Stripe.

Information collected automatically

• Log and usage data: IP address, browser type, device identifiers, and timestamps.
• Support interactions: call recordings or chat transcripts when you engage with our support team.
• Security data: audit logs, login attempts, and device information used to detect unauthorized access.

4. How we use information

We use Personal Information solely to deliver and improve the Service, including:

• Providing access to the platform, authenticating users, and maintaining account security.
• Processing reservations, packages, communications, and payments initiated by Facilities.
• Sending operational notifications (e.g., appointment reminders, pickup alerts) on behalf of Facilities by SMS or email. SMS is used only for service-related messages such as verification codes, schedule updates, receipts, and urgent care notices; no marketing SMS is sent without separate written consent.
• Delivering transactional emails for account access, password resets, booking confirmations, receipts, and policy updates. Marketing emails are not sent through PawPass Connect unless the Facility has collected appropriate consent and provided legally required unsubscribe options.
• Offering customer support, training, onboarding, and troubleshooting.
• Monitoring system performance, preventing fraud or abuse, and enforcing our Terms.
• Aggregating or anonymizing data to improve our products and create industry insights without identifying individuals.
• Complying with legal obligations, responding to lawful requests, and protecting the rights and safety of our users, Facilities, pets, and the public.

5. How we share information

We do not sell Personal Information. We share information only in the following circumstances:

• With the Facility that manages the account. Facilities control access for their Staff and Pet Parents.
• With service providers under contract to deliver core features, such as Twilio (SMS, voice) and Stripe (payments). These providers may only use the data to perform services for us and must protect it to standards comparable to ours.
• With professional advisors (legal, accounting, insurance) under confidentiality obligations when needed to operate our business.
• When required by law, regulation, court order, or to protect the rights, property, or safety of PawPass Connect, our users, or pets in a Facility’s care.
• In the event of a corporate transaction (merger, acquisition, or asset sale) involving PawPass Connect. We will provide notice and ensure the successor honors this Policy or obtains your consent.

Text messaging originator opt-in data and consent will not be shared with any third parties for marketing or promotional purposes.

We will not share, sell, or rent your mobile phone number, text messaging originator opt-in data, or consent information with any unaffiliated third parties for marketing or promotional purposes. This information will only be shared with subcontractors or service providers under strict confidentiality to support the technical operations of our text messaging program, such as delivering the messages.

SMS message content is limited to service and account management communications, and Facilities must maintain proof of consent for each recipient.

6. Facility responsibilities

Each Facility is the custodian of the Pet Parent data it collects. Facilities must:

• Provide their own privacy disclosures describing how they use Pet Parent and pet information.
• Obtain any necessary consents for data collection, SMS, and email communications.
• Ensure that their Staff use Personal Information only for facility operations and in accordance with law.
• Maintain accurate configuration of Facility accounts, services, products, and local tax rates within the Service. Facility administrators are responsible for applying the correct tax rules and pricing to meet local regulatory requirements.
• Promptly update or delete Personal Information when requested by Pet Parents, subject to legal retention requirements.

7. Data retention

We retain Personal Information for as long as needed to fulfill the purposes described in this Policy, comply with legal obligations, resolve disputes, support Facilities’ legitimate business needs, and enforce our agreements.

• Facilities may export their data at any time. Upon written request, we will assist with account deactivation or data anonymization.
• When anonymization is requested, we remove direct identifiers (names, emails, phone numbers, addresses) and retain de-identified transactional records so Facilities can maintain accurate business and animal-care histories.
• Backup copies may persist for a limited period before being overwritten, and we apply the same safeguards to backup data.

8. Security

We implement safeguards aligned with industry best practices, including:

• HTTPS encryption for all data in transit.
• Secure credential hashing and multi-factor authentication options.
• Segregated databases by Facility and role-based permissions.
• Regular security reviews, logging, and intrusion detection.

No system is completely secure, and transmission over the internet carries risk. Facilities and Pet Parents should use strong passwords, keep devices updated, and notify us immediately of suspected unauthorized access at admin@pawpassconnect.com. Accounts are protected by layered authentication controls, and we do not override those safeguards without verified permission. If a Facility loses access to its administrative account, PawPass Connect may be unable to restore access or retrieve historical records.

9. Your choices and rights

• Access and correction: Users may view and update their information through the Service or by contacting their Facility.
• Data export: Facilities can export their data directly. Pet Parents may request exports through their Facility.
• Communications preferences: Opt out of non-essential emails by following unsubscribe links. Reply STOP to any SMS to end text notifications; reply HELP for assistance. Facilities must honor direct opt-out requests.
• Deletion or anonymization: Facilities or Pet Parents may request deletion or anonymization by contacting us. We will work with the Facility to meet legal and operational requirements.

10. Children’s privacy

The Service is not directed to children under 13. We do not knowingly collect Personal Information from children. If we become aware that a child’s information has been provided without verifiable parental consent, we will delete it promptly.

11. International transfers

We host and process all Personal Information in the United States. If you access the Service from outside the United States, you do so at your own risk and consent to the transfer and processing of your information in the United States, where data-protection laws may differ.

12. Changes to this Policy

We may update this Privacy Policy from time to time. Material changes will be announced by email or in-app notification at least 30 days prior to taking effect. The “Last updated” date reflects the most recent revision.

13. Contact us

If you have questions, privacy requests, or concerns, please reach out:

PawPass Connect
Email: admin@pawpassconnect.com
Location: Georgia, United States