1. Our role
PawfficeHQ provides software to grooming, pet-sitting, boarding/daycare, and veterinary businesses. We act as the business responsible for account, billing, website, and support information we collect directly. For client, pet, appointment, care, and clinical records entered by a customer business, that business generally determines why and how the information is used, and PawfficeHQ processes it to provide the service.
2. Information we collect
- Account and business information: names, email addresses, telephone numbers, business details, staff profiles, account credentials, settings, logos, and subscription status.
- Client and pet records: contact information, pet profiles and photographs, appointments, services, vaccinations, care instructions, grooming reports, boarding and sitting logs, veterinary encounters, medications, and related attachments.
- Communications: email and SMS content, recipients, consent records, delivery status, confirmation replies, support requests, and communication preferences.
- Transactions: invoices, estimates, payment status, refunds, tips, and provider transaction identifiers. Payment-card details are handled by payment providers such as Stripe or Square rather than stored as complete card numbers by PawfficeHQ.
- Technical information: IP address, browser and device information, timestamps, authentication events, diagnostic information, and service usage needed for security and operation.
3. How information is collected
We receive information directly from account holders, staff users, customer businesses, authorized integrations, payment and communication providers, and automatically when the service is used.
4. How we use information
- Provide, secure, maintain, and improve PawfficeHQ.
- Authenticate users and manage accounts, trials, subscriptions, modules, and support.
- Process appointments, business records, invoices, payments, reminders, confirmations, and requested communications.
- Prevent fraud, troubleshoot failures, enforce our terms, and comply with legal obligations.
- Send service notices and, when permitted, information about PawfficeHQ.
5. How we share information
We may share information with service providers that help operate PawfficeHQ, including hosting, database and authentication, email, SMS, payment, and technical-support providers. Current workflows may use Supabase, Twilio, Resend, Stripe, and Square. We may also disclose information when directed by a customer business, required by law, necessary to protect rights or safety, or involved in a merger, financing, acquisition, or sale.
6. SMS and email
Businesses using PawfficeHQ are responsible for having the permission required to contact their clients. Message frequency varies. Standard message and data rates may apply. Recipients can reply STOP to supported SMS messages to opt out and HELP for help. Transactional messages may still be sent when permitted or required.
7. Data retention
We retain information for as long as reasonably necessary to provide the service, maintain legitimate business and security records, comply with law, resolve disputes, and enforce agreements. Customer businesses control retention of many records in their workspaces, subject to legal and technical requirements.
8. Website analytics
With a visitor’s permission, public PawfficeHQ pages use Google Analytics to measure anonymous traffic, page views, referral sources, devices, and selected actions such as beginning signup. Analytics is not loaded when a visitor declines. We disable advertising signals and remove query strings from page locations sent to Google. PawfficeHQ does not intentionally send client names, pet information, medical records, email addresses, form contents, or other directly identifying information to Google Analytics.
9. Security
We use administrative, technical, and organizational safeguards designed to protect information. No online system can guarantee absolute security. Account holders are responsible for protecting passwords, controlling staff access, and promptly reporting suspected unauthorized access.
10. Your choices and requests
You may update many account details inside PawfficeHQ, opt out of supported SMS messages by replying STOP, and request access, correction, or deletion by contacting us. If your information was entered by a pet-care business, contact that business first because it may control the record. We may need to verify identity and retain information where legally permitted or required.
11. Children
PawfficeHQ is business software and is not directed to children under 13. We do not knowingly invite children to create PawfficeHQ business accounts.
12. Changes
We may update this policy as PawfficeHQ evolves. The effective date above will be updated when changes are posted. Material changes may also be communicated through the service or by email.
13. Contact us
Questions or privacy requests can be submitted through our online contact form.