Privacy Policy

1. Who we are and scope

This Privacy Policy explains how Fluffy Paws Pet Care ("Fluffy Paws", "we", "us", or "our") collects, uses, discloses, and protects personal information when you visit our website (the "Site"), create an account, make bookings or purchases (daycare, boarding, training and related services), manage sessions, or otherwise interact with us (including receiving pet activity updates). If we later launch a mobile app, this Policy will also apply to that app, and we will post any app‑specific updates.

2. What we collect

We collect information you provide directly, information collected automatically, and information we receive from service providers acting on our behalf.

A. Information you provide

• Account & identity: name, email, phone, password, billing/shipping address.
• Pet profile: pet name, breed, age, sex, weight, temperament/behavior notes, vaccination status and dates, veterinary and emergency contact information, dietary restrictions, medications and dosing, training goals/history.
• Bookings & purchases: services selected, dates/times, package choices, add‑ons, discounts, transaction metadata.
• Communications & media: messages you send us, service feedback/reviews, and any photos or videos you upload (e.g., pet photos) or that we capture during services to share updates with you.
• Marketing choices: newsletter opt‑ins, cookie/tracking preferences.

B. Information collected automatically

When you use the Site, we (and providers working on our behalf) may collect:

• Device & usage data: IP address, device identifiers, browser type/version, operating system, language, referring/exit pages, page views, time on page, clickstream, approximate geolocation (from IP), session/funnel events, and error logs.
• Cookies & similar technologies: see Section 7 (Cookies & tracking).

C. Payments (via Stripe)

We use Stripe to process payments. Your payment card information is transmitted directly to Stripe; we do not store full card numbers on our servers. We receive limited information from Stripe (e.g., last4, card type, status, and transaction results) to confirm and fulfill your order.

3. Why we collect it (purposes)

We use personal information to:

• Provide services: register accounts, verify identity, process bookings and payments, manage packages/sessions, provide pet activity updates.
• Communicate: confirmations, reminders, service notices, policy changes, and customer support. With your consent, we also send newsletters and promotions.
• Personalize & improve: remember preferences, analyze Site usage and performance, develop new features, and enhance user experience.
• Safety, security, integrity: protect the Site and our users, detect/prevent fraud or abuse, enforce our Terms, and comply with legal obligations.
• Business operations: accounting, auditing, reporting, tax, and recordkeeping.

Legal bases (where required, e.g., EU/UK): contract (to provide requested services), consent (e.g., non‑essential cookies/marketing), legitimate interests (e.g., site security and improvement using aggregated/limited data), and legal obligations (e.g., tax/records).

4. Marketing & Canadian anti‑spam (CASL)

We send commercial electronic messages (e.g., newsletters or promotions) only with your consent or as permitted by law. You can withdraw consent at any time by using the unsubscribe link in our emails or contacting us (see Section 14). Transactional/service communications (e.g., booking confirmations, critical service updates) are not marketing and will still be sent as needed.

5. Disclosing information

We do not sell your personal information. We share it only as follows:

• Service providers / processors: hosting and infrastructure, IT/security, analytics (e.g., Google Analytics), payments (Stripe), communications/email, customer support, and marketing tools (if enabled). Providers may access personal information only to perform services for us and are obligated to protect it.
• Business transfers: as part of a merger, acquisition, financing, or sale of assets, subject to confidentiality and applicable law.
• Legal, safety, compliance: to comply with law, court orders, or lawful requests; to protect you, your pet, us, or others; to enforce our Terms; or to investigate fraud, security, or safety issues.
• With your direction/consent: for example, if you ask us to coordinate with your veterinarian or emergency contact.

We do not share personal information for cross‑context behavioral advertising or "sell" personal information as those terms are defined in some jurisdictions.

6. International visitors & transfers

We are based in Toronto, Ontario, Canada. Personal information may be processed in Canada and in other countries where our service providers operate (e.g., the United States). Canada's federal private‑sector privacy law is recognized by the European Commission as providing adequate protection for transfers of personal data from the EU/EEA to Canada. When data moves onward to other countries (e.g., to Stripe or Google in the U.S.), we rely on appropriate safeguards and provider commitments permitted by law. By using the Site, you understand your data may be transferred to jurisdictions with different data‑protection rules.

7. Cookies & tracking technologies

We use cookies and similar technologies to operate the Site, remember preferences, and analyze traffic. Categories include:

• Strictly necessary: essential for login, security, and checkout.
• Functional: remember preferences and improve usability.
• Analytics: e.g., Google Analytics to understand Site usage and improve services.
• Marketing: used only if/when we implement advertising or remarketing.

Where required, we obtain consent for non‑essential cookies. You can manage preferences via our cookie banner/settings and your browser/device controls. If you decline certain cookies, some features may not function.

Google Analytics. We use Google Analytics (GA4) to measure Site performance in aggregated form. GA4 does not store IP addresses; you can opt out via our cookie settings and/or Google's opt‑out tools.

8. Retention

We retain personal information for as long as needed to provide services, fulfill the purposes described above, comply with legal/recordkeeping obligations, resolve disputes, and enforce our agreements. When no longer required, we will delete or de‑identify information in accordance with our retention schedules and applicable law.

9. Security

We implement administrative, technical, and physical safeguards designed to protect personal information—such as TLS encryption in transit, access controls, and least‑privilege practices. No security method is 100% foolproof; please use strong, unique passwords and notify us immediately if you suspect unauthorized account access.

10. Your choices and rights

Preferences & consent

You may update marketing preferences and cookie settings at any time. You may also disable cookies via your browser/device; doing so may limit certain features.

Access & correction (Canada/PIPEDA)

You have the right to request access to personal information we hold about you and to request corrections for inaccuracies.

EU/UK visitors (GDPR)

Depending on your location, you may have additional rights, including erasure, restriction, objection, and data portability, and the right to lodge a complaint with your data protection authority. We will honor applicable rights and requests in accordance with law.

California and similar jurisdictions

If you are a resident of a jurisdiction with specific privacy rights (e.g., CA), you may contact us with requests under applicable law. We do not sell or share personal information.

To exercise rights, see Section 14 (Contact us). We may need to verify your identity before acting on a request.

11. Children

Our Site is intended for adults. We do not knowingly collect personal information from children under 16 without appropriate consent. If you believe a child has provided personal information, please contact us so we can delete it.

12. User‑generated content

If you submit reviews, comments, photos, or other content, you understand this content may be visible to others on the Site or our social channels, and may include your display name and pet's name. Please do not share content that includes other people's personal information without permission.

13. Third‑party links & services

The Site may contain links to third‑party websites, apps, or services (including veterinarians or pet resources). We are not responsible for their privacy practices. Please review their policies.

• Payments (Stripe). Stripe processes payments and handles your payment data in accordance with its own privacy and security terms.
• Analytics (Google). Google provides analytics services and processes data according to its policies and controls.

14. How to contact us (and our Privacy Officer)

15. Changes to this Policy

We may update this Policy from time to time. We will post the updated version on this page and revise the "Effective date." For significant changes, we may also provide additional notice (e.g., email or banner). Your continued use of the Site after changes take effect constitutes acceptance.