Privacy Policy

PETSAGE LIMITED (company number 16288863) is responsible for personal data processed through the PetSage consumer service where applicable privacy law treats us as the controller. Our website is petsage.io. Apple, Google and other providers may act as independent controllers for processing they decide for themselves, for example in relation to app-store accounts, payments or their own platform services.

This Privacy Policy covers the PetSage consumer app, related consumer website features, account and subscription administration, Premium Media, support, complaints and the operational processing needed to provide and protect the service. PetSage is an animal-only service. It is not designed to collect or assess human medical information.

• Account and contact information - account identifiers, contact details you choose to provide, authentication/account status and support information.
• Pet and continuity information - pet details such as species, breed, age, concern descriptions, saved summaries, notes, visit information and other continuity data where you choose to save it. These records are designed to remain on the device rather than in a PetSage cloud pet-history account. Information about a pet can still be personal data when it is linked to an identifiable person.
• Conversation and service-use information - text you submit, answers to follow-up questions, timestamps, language or locale, service state, entitlement or usage events, and records reasonably needed for safety, audit, quality and troubleshooting.
• Premium Media - selected animal images or videos and associated technical metadata submitted through the optional Premium feature. Raw media is handled separately from ordinary history, temporarily leaves the device for processing and is not intended to become permanent pet-history content.
• Subscription information - product or subscription identifiers, transaction or entitlement state, renewal, expiry, cancellation, revocation or refund state. Full payment-card details are normally handled by Apple, Google or another payment platform rather than PetSage.
• Device, security and operational information - app or device version and technical, network or security information reasonably needed to operate, secure, rate-limit, monitor and troubleshoot the service.
• Support and legal records - messages, complaints, privacy requests and records reasonably needed to resolve issues or establish, exercise or defend legal rights.

Most information comes directly from you or your device when you use PetSage. Subscription and entitlement information may come from Apple, Google or another approved purchasing platform. Technical and security information may be generated by PetSage and its service providers when the service operates.

• to provide the Free and Premium PetSage services you ask to use;
• to provide Premium pet profiles, saved information and continuity on the device where enabled;
• to verify subscription status, restore purchases and handle expiry, revocation or refund state;
• to provide optional Premium Media analysis when you choose to use it;
• to protect PetSage, enforce the animal-only scope, prevent abuse or fraud, manage usage limits and investigate security incidents;
• to provide customer support, handle complaints and privacy requests, and send important service notices;
• to diagnose faults, monitor performance and improve reliability and usability;
• to comply with legal obligations and to establish, exercise or defend legal rights.

The legal basis depends on what we are doing with the information.

Where we rely on legitimate interests, you may have a right to object. Where we rely on consent, you may withdraw consent for future processing. Withdrawal does not make earlier lawful processing unlawful.

• Contract - where processing is necessary to provide a service you asked for, administer Premium or take steps you requested before entering a contract.
• Legitimate interests - where reasonably necessary to operate and secure PetSage, prevent fraud or abuse, diagnose faults, improve reliability, handle routine support and protect legal rights, provided those interests are not overridden by your rights and interests.
• Legal obligation - where we need to keep or disclose information because the law requires it.
• Consent - where consent is the appropriate or required basis, including the separate notice used for optional Premium Media processing where applicable.

Some information is necessary to provide the feature you choose to use. For example, PetSage needs the text of an animal concern to respond to it, and Premium identity or subscription information may be needed to provide Premium features. Premium Media is optional; if you do not provide media, you can continue to use the features available without it.

PetSage uses artificial intelligence and automated processing to respond to animal-related requests, organise information and support safety and service operation. We are open about the fact that the service uses AI. PetSage is not intended to make decisions about a person's legal rights, employment, credit, insurance or access to essential human services. Where a country requires additional information about automated decision-making or profiling, we will provide it when applicable to the processing actually carried out.

If you choose Premium Media, the selected animal image or video leaves your device and is temporarily uploaded for processing. It is used to provide observations based on what is visible in the media and to identify limitations in what can be assessed. Raw Premium Media is not intended to become permanent pet-history content or routine backup material. The service is designed to delete raw media after the analysis transaction reaches a completed or terminal state and to check that the raw media is absent. Technical lifecycle controls act as a fail-safe if normal deletion cannot complete immediately. PetSage may keep the resulting text observations, the consent version you accepted, subscription or usage records, deletion evidence and security/audit records where reasonably necessary. Those records are not intended to contain recoverable copies of the raw image or video. If another identifiable person appears incidentally in media, the media may contain personal data about that person. Only submit media that you have the right or permission to submit.

We use service providers where they are needed to operate PetSage. These may include cloud hosting and infrastructure, AI processing, Apple or Google for app-store and subscription services, security and monitoring providers, and customer-support providers. Our current infrastructure includes Google Cloud. We may also disclose information where required by law, to protect legal rights, investigate fraud or security incidents, or in connection with a genuine corporate transaction such as a merger, financing or sale, subject to applicable law.

PetSage will not describe its advertising, analytics or marketing practices more broadly than the finished service supports. Any analytics, marketing or advertising technology used at launch must be reflected accurately in this Privacy Policy and in the Apple and Google privacy disclosures. PetSage does not sell personal data for money. If a future activity is treated as a "sale" or "sharing" under a regional privacy law, we will provide any notice and choice required by that law before using the information in that way.

PetSage is a UK company and may use service providers in more than one country. Personal data may therefore be processed outside the country where you live. Where applicable law requires safeguards for an international transfer, we will use a lawful transfer mechanism, such as an adequacy decision or regulation, approved contractual clauses, or another mechanism recognised by the relevant law. Information about the applicable safeguard will be made available where the law requires it.

We keep personal data only for as long as reasonably necessary for the purpose for which it was collected, taking account of the service you use, security and audit needs, legal obligations, and the time in which a complaint or legal claim could arise.

When information is no longer required, we delete or anonymise it unless the law requires or permits us to keep it.

• Premium identity, subscription and entitlement records may be kept for the period reasonably needed for service administration, security, fraud prevention, legal obligations or disputes.
• Pet profiles, notes, timelines and continuity are designed to remain on the device. Their local retention depends on the app and device state; uninstalling or clearing local app data is separate from subscription cancellation.
• Subscription and transaction-state records may be kept for the period needed for subscription administration, financial records, fraud prevention and legal obligations.
• Support, complaint and legal records may be kept for as long as reasonably needed to resolve the matter and protect legal rights.
• Raw Premium Media follows the temporary processing rule in section 9 and is not retained as ordinary account history or routine backup material.

PetSage uses technical and organisational measures appropriate to the nature of the information and the risk. These include managed cloud infrastructure, restricted administrative access, authenticated private services, monitoring and logging, and backup controls for data that is intended to be backed up. No online service can guarantee absolute security. If a personal-data breach occurs, we will investigate it and notify affected people or regulators where the law requires us to do so.

The rights available to you depend on where you live and on the legal basis for the processing. They may include the right to:

Where the UK GDPR applies, your right to object to processing based on legitimate interests will be brought to your attention clearly. We may ask for reasonable information to verify identity before acting on a privacy request.

• receive information about how your personal data is used;
• access personal data we hold about you;
• correct inaccurate or incomplete information;
• ask us to delete information;
• restrict or object to certain processing;
• receive certain information in a portable format;
• withdraw consent where processing is based on consent;
• object to direct marketing; and
• complain to a privacy regulator.

Pet profiles, notes, timelines and continuity are designed to be held locally on the device. Removing local PetSage data or uninstalling the app is separate from cancelling an Apple or Google subscription and may be affected by operating-system backup or offload behaviour. Limited subscription/entitlement, security, audit/deletion-proof, support and legal records may still exist where reasonably necessary or legally required. Where PetSage creates a remote account or identity for which a separate deletion route is required, PetSage will provide that route in accordance with applicable law and app-store requirements.

If a user is below the age at which they can independently enter the relevant contract or consent to the relevant processing in their country, a parent or legal guardian must provide any permission or authorisation required by law. The final age wording and app-store age rating will be kept consistent with the actual onboarding design.

The PetSage website may use technologies that are necessary to provide and secure the website. If optional analytics, advertising or other non-essential technologies are used, we will explain them and obtain consent where required before placing or accessing them. The website cookie notice will match the technologies actually present on the live website.

If you have a privacy question, request or complaint, contact us at contact@petsage.io or use the privacy route published at petsage.io/privacy. If you are in the UK, you also have the right to complain to the Information Commissioner's Office. If you live elsewhere, you may have the right to complain to the privacy or data-protection authority responsible for your country or region.

We may update this Privacy Policy when the product, service providers, law or processing changes. The current version will be published on petsage.io and made available in the app. If we want to use personal data for a materially different purpose that requires additional notice or consent, we will provide that information before the new processing begins.