What we collect
Your name, email, phone number, and password (stored as an irreversible hash, never in plain text). For businesses: your business name, address, and hours. That's it for account basics — everything else is tied to features you choose to use.
Your pet's health data
Health records, vaccinations, medications, and attachments you add are stored securely and only visible to you and anyone you explicitly grant access to (Family, Sitter, or Vet roles). We never sell or share this data with advertisers or third parties.
Location
With your permission, we use your device's approximate location to show nearby services and sellers with distances, to tag where a pet was reported lost or sighted, and — if you turn on lost-pet alerts — to keep a coarse last-known position so we can alert you about pets lost near you. Your exact coordinates are never shown to other users; only a computed distance ever leaves our server. If you decline the permission, lists fall back to the city saved on your profile.
AI Assistant
When you message the AI Assistant, we send your pet's basic profile (species, breed, age, weight) and computed facts (tasks, reminders, appointment history) to our AI provider to generate a reply. We never send your pet's raw medical notes or health record descriptions.
Photos and files
Photos and documents you upload (pet photos, health attachments, provider galleries) are stored with Cloudinary, our image hosting provider, over a secure connection.
Lost pet reports
If you mark a pet lost, its QR code becomes scannable by anyone, showing your Emergency Card. A finder can report a sighting and message you without either side's phone number being shared automatically.
Data sharing
We never sell your data. It's shared only where a feature genuinely requires it — for example, with a provider you book an appointment with, or a seller whose order you place.
Third-party services we use
Cloudinary (photo/file storage), OpenAI (AI Assistant and travel checklist), RevenueCat (subscription billing through the App Store and Google Play), Resend (verification, password-reset and account emails), Expo and Google Firebase Cloud Messaging (push notification delivery), Google Maps (maps and distances), and Cloudflare (encrypted backups). Each only receives the minimum data needed for its purpose.
Notifications
Push notifications require your device's permission and can be turned off anytime from your notification settings.
Deleting your data
You can delete your account and all of its data anytime from Account Settings → Delete account. Deleting is permanent. If you only want a break, Deactivate keeps your data but removes your ability to log in. See the full steps on our account deletion page.
Who we are
This policy covers the Pawly mobile app (Android package and iOS bundle com.pawly.official) and this website. "Pawly", "we" and "us" mean the developer and operator of the Pawly app. It applies to everyone who uses Pawly: pet owners, service providers (vets, groomers, trainers, boarding), and marketplace sellers.
Push notifications and device data
To deliver reminders and alerts we store a push token issued for your device by Expo's push notification service (delivered on Android through Google Firebase Cloud Messaging), together with your app language, time zone and notification preferences. We do not collect advertising identifiers, contact lists, or any data for advertising or cross-app tracking. There are no ads in Pawly.
Payments
Pawly Plus subscriptions are billed by the App Store or Google Play; we never see your card details. For marketplace orders and bookings paid by bank transfer, the seller's or provider's payout details are shown to you inside your own order so you can pay them directly, and your payment confirmation is stored with that order.
How long we keep data
Your account data is kept while your account exists. When you delete your account, your profile, pets, health records, reminders, messages, and uploaded files are removed from our systems; order and booking records that the other party (a seller or provider) needs for their own accounting are kept in anonymised form. Server logs used to keep the service secure are retained for a limited period and then deleted.
Where your data is stored
Pawly's servers and database are hosted in a data centre in Malaysia. Encrypted database backups are kept with Cloudflare in the Asia-Pacific region. Photos and documents are stored with Cloudinary. By using Pawly you agree that your data is processed in these locations, which may be outside your own country.
How we protect data
All traffic between the app, this website, and our servers is encrypted with HTTPS. Passwords are stored as irreversible hashes. Access to production systems is restricted to the people who operate the service and protected by key-based login, and administrator accounts support two-factor authentication. Backups are encrypted in transit and at rest.
Children
Pawly is intended for adults. It is not directed at children under 13 (or the age required by your country), and we do not knowingly collect personal data from them. If you believe a child has created an account, contact us and we will delete it.
Your rights
You can view and edit your profile in the app, export your pet's passport and health summary, download provider earnings, and delete your account and data yourself at any time. If you need a copy of your data or want us to correct or delete something you cannot change in the app, contact us and we will respond within 30 days.
Changes to this policy
If we change how we handle your data we will update this page and its "last updated" date, and for material changes we will tell you in the app before they take effect.
Questions about your data?
Reach out through our contact page, or through Contact Support inside the app. See also our Terms of Use.