Privacy Policy

Who is responsible

PetLocale is the operator of the platform. When you book an appointment with a groomer or vet through the app, certain contact details are also transferred to the chosen salon or clinic, which becomes an independent controller of that booking data under its own policies. See our Terms of Use for details.

Data we collect

We collect only what is needed to run the service:

• Account information: display name, email address, password (stored hashed), mobile phone number, city/area, language preference, profile photo, email and phone verification status.
• Phone verification: one-time codes sent by SMS to confirm that you control the mobile number on your account.
• Pet profiles: name, species, breed, gender, date of birth or age, photos, health notes, care reminders you create, and attachments you choose to upload.
• Community content: posts, comments, reactions, mentions, chat messages, and media you attach (photos, videos, PDFs).
• Location in content you create: precise coordinates you place on the map for lost/found pet posts, sightings, alerts, events, and similar posts (only when you choose a location and grant device permission where required).
• Discover map on your device: when you open Discover or the city map, the app may read your device location to show where you are on the map. That live position is used on your device for display and is not stored on our servers unless you save it as part of content above.
• Saved places (“My places”): groomers, veterinarians, pet shops, and pet hotels you bookmark in the app.
• Bookings and offers: appointment requests with groomers or vets, coupon claims, and offer redemptions with local businesses.
• Partner invitations: if a groomer or vet invites you to Petlocale by SMS, we process your phone number and invitation status to link your account to that business when you register or accept.
• Device push tokens: when you enable notifications, we store a Firebase Cloud Messaging token linked to your account and device platform (iOS/Android) to deliver alerts such as chat messages, comments, reactions, pet reminders, and booking updates.
• Technical data: app/API logs, crash and performance reports (via Sentry), IP address, device/browser type, and authentication tokens.
• Waitlist sign-ups: name, email address, and Serbian mobile phone number if you join the public waitlist on petlocale.com.
• Safety and moderation: content reports you submit (subject type, reason, optional note), users you block, and moderation records when city administrators review reports or remove content.
• Product usage events: when you are signed in, we record selected actions to understand which features are used (for example creating posts, booking appointments, saving businesses, or opening educational content). We store event names and non-sensitive identifiers (such as public IDs), not the text of your messages or every screen tap.

Location — how it works

PetLocale asks for location access only while you use the app (“when in use”). We do not request background location tracking.

On Discover and the full-screen city map, location helps show your position relative to nearby vets, groomers, shops, hotels, and community alerts. You can deny permission and still browse the map; you just will not see the “you are here” indicator.

When you create or edit community content with a map pin, we store the coordinates you choose with that post or sighting so other users can see where an event, alert, or lost/found report applies.

If you tap Navigate on a business or post, Apple Maps or Google Maps opens on your device. We do not receive continuous location updates from those apps.

You can revoke location permission at any time in your device settings. Existing posts that already include coordinates remain until you delete or edit them.

How we use data

We use your data to create and secure your account, verify your phone number, show your profile and pets, deliver the feed, comments, chat, notifications, Discover map, saved places, bookings, offers, and reminders you request, link partner invitations when applicable, prevent abuse, improve reliability of the service, and understand which parts of the app are used (product usage events above — not sold or used for cross-app advertising).

We send transactional email (verification, password reset, security notices) through our email provider and transactional SMS (phone verification codes, partner invitation messages initiated by salons/clinics) through our SMS provider. We do not sell your personal data and we do not use it for cross-app advertising or tracking.

Legal bases (EEA / Serbia)

Where applicable, we rely on: performance of a contract (providing the app you signed up for), legitimate interests (security, fraud prevention, service improvement), consent (device location when required by your platform, push notifications where required), and legal obligations (e.g. responding to lawful requests).

Sharing with others

Other users see information you publish (posts, comments, public profile fields, chat messages to participants).

When you book with a groomer or vet, we share: your display name, mobile phone number, pet name, species/breed when provided, booking notes, and appointment date/time/service — not your password, unrelated pets, or your wider social activity.

We use trusted processors to run the service, including hosting (Laravel Cloud), media storage (Cloudflare R2 or compatible object storage), email delivery (e.g. Brevo/SMTP), SMS delivery (Alaris Labs or equivalent), error monitoring (Sentry), push delivery (Google Firebase Cloud Messaging), and real-time messaging infrastructure (Laravel Reverb). They may only process data under our instructions.

Storage and retention

Data is stored on servers we control or our processors operate. Media files are stored in object storage; metadata and text content in our application database.

We keep your data while your account is active. When you delete your account, we delete or anonymise user-owned content such as posts, pets, comments, reactions, chat participation, saved places, offer claims tied to your account, content reports you filed, block-list entries, product usage events linked to your account, and device tokens, subject to technical backup cycles (typically short) and legal requirements.

Booking-related records held by partner salons or clinics may be retained by them under their own legal obligations even after you unlink or delete your Petlocale account. See https://petlocale-stg.invitious.com/account/delete.

Your choices and rights

You can update profile and pet data in the app, control location and notification permissions in device settings, and delete your account in the app under Settings → Delete account (password confirmation required).

You may request access, correction, or deletion by emailing dijana.nikolic@petlocale.com. We may need to verify your identity. You may also lodge a complaint with your local data protection authority.

Children

PetLocale is not directed at children under 16. When you register, you must confirm that you meet the minimum age (16, or higher if required in your country). We may close accounts that do not meet this requirement.

International transfers

Our processors may store or process data outside your country. Where required, we use appropriate safeguards such as standard contractual clauses or equivalent mechanisms.

Changes and contact

We may update this policy. The “Last updated” date at the top will change. Continued use after changes means you accept the updated policy.

Questions: dijana.nikolic@petlocale.com · Support: https://petlocale-stg.invitious.com/support