Privacy Policy

1. Scope and who we are

Paw Haven operates a pet-care marketplace that connects pet owners with independent providers. This notice applies when you visit our public website, create or use a Paw Haven account, apply as a provider, make or fulfil a booking, contact support, or otherwise use Paw Haven services.

Paw Haven is not a veterinary clinic or emergency service. Questions about this notice or Paw Haven's handling of personal information can be sent to support@pawhaven.app.

2. Information you provide

We may collect account and contact details such as your name, email address, phone number, profile image, authentication information, and communication preferences.

Pet owners may provide pet profiles, care instructions, service preferences, addresses, booking details, messages, reviews, and support requests. Providers may provide profile information, services, availability, pricing, experience, payout and tax details, and application or verification documents. Please provide only information that is accurate and necessary for the service.

3. Information collected through the service

Paw Haven records information needed to operate the marketplace, including booking status and history, in-app messages, notifications, transaction and payout records, device or push-notification identifiers, security events, and technical logs.

For an eligible booked walk, location points may be collected while the walk is active to provide route, distance, and progress information. This feature is intended for the active visit and is not designed for continuous or all-day tracking.

4. How we use information

We use information to create and secure accounts; connect owners and providers; process applications and bookings; provide messages, notifications, live-walk features, payments, payouts, and support; prevent misuse; investigate incidents; maintain service records; improve Paw Haven; and meet applicable contractual, accounting, safety, and legal obligations.

We do not use private addresses, messages, GPS routes, verification documents, or payment details as public marketing content. Paw Haven does not sell personal information.

5. When information is shared

Information is shared with another Paw Haven user only when needed for a marketplace interaction—for example, relevant booking details between an owner and the selected provider. Public provider profiles may display information the provider has chosen for discovery.

We may use service providers for infrastructure, private media storage, communications, analytics with consent, payment processing, identity or background verification where enabled, customer support, and security. They receive information only for the services they perform. Information may also be disclosed when required by law, to protect people or the service, to investigate suspected fraud or abuse, or as part of a business transaction subject to appropriate safeguards.

6. Payments and verification

Supported payment processors handle payment-card information. Paw Haven maintains the booking amounts, payment status, fees, refunds, payout records, and related identifiers needed to operate and reconcile the marketplace.

Provider screening may vary by eligibility and market. Verification documents and results are treated as private and are not published on the marketing website. Some records may need to be retained after an application or account changes for fraud prevention, dispute handling, safety, or legal obligations.

7. Retention

We keep information only for as long as reasonably needed for the purposes described here. Retention depends on the type of record, whether an account or booking remains active, safety and fraud risks, dispute and support needs, financial and tax requirements, and applicable law.

Some information may remain in backups or protected records for a limited period after deletion. Verification, transaction, safety, and dispute records may be retained longer than ordinary profile content when necessary.

8. Security

Paw Haven uses administrative and technical safeguards designed to protect information, including access controls and private storage for sensitive media. No online service can guarantee absolute security. Keep your account credentials private and contact support promptly if you believe your account or information has been compromised.

9. Your choices and rights

You can review or update many account, profile, pet, provider, and notification details through Paw Haven. Website analytics are optional and can be changed on the Cookies page. Device permissions for location and notifications can be managed through your device settings, although disabling a permission may limit the related feature.

Depending on where you live, you may have rights to request access, correction, deletion, restriction, objection, portability, or withdrawal of consent. These rights can have legal exceptions, including records Paw Haven must retain. Send a request from the email associated with your account to support@pawhaven.app so we can verify and respond appropriately.

10. Children, updates, and contact

Paw Haven accounts and marketplace bookings are intended for adults. Paw Haven is not designed for children to create independent accounts or submit personal information.

We may update this notice as the service, providers, or legal requirements change. Material changes will be communicated through an appropriate website, app, or account notice.

Privacy questions and requests can be sent to support@pawhaven.app. Include enough information for us to understand the request, but never send your password or full payment-card details.