Privacy Policy and Terms of Service
Privacy Policy
Introduction
Welcome to Pooch Pace! We value your privacy and are committed to protecting your personal information. This Privacy Policy outlines how we collect, use, disclose, and safeguard your data when you interact with our website, mobile application, or related services. By using our services, you consent to the practices described in this policy.
Information We Collect
We collect and process your information to provide a seamless and personalized experience. This includes:
1. Personal Information Provided Directly by You:
• Account Details: Name, email address, phone number, physical address, and other contact information.
• Payment Information: Credit card details or payment account information processed securely by third-party providers.
• User Preferences: Details about your service preferences, feedback, and survey responses.
• Dog-Specific Data: Information about your dog(s), including breed, age, weight, health conditions, and exercise history.
2. Automatically Collected Information:
• Device and Usage Data: Information about your device (e.g., IP address, operating system, browser type) and how you interact with our website or app.
• Cookies and Tracking Technologies: Data collected using cookies, web beacons, and similar technologies to enhance your experience and for analytical purposes.
3. Third-Party Information:
• Information received from payment processors, marketing partners, or other third parties you interact with in connection to our services.
How We Use Your Information
The information we collect serves the following purposes:
1. Service Delivery:
• Facilitate account creation and management.
• Enable bookings, transactions, and payment processing.
• Provide updates related to your sessions, orders, or account.
2. Customer Support:
• Respond to inquiries, troubleshoot issues, and improve user support.
• Send service-related notifications, such as confirmations, reminders, and updates.
3. Personalization and Improvement:
• Customize content and services based on your preferences and past interactions.
• Enhance and optimize our platform’s performance, functionality, and security.
4. Marketing and Promotions:
• Share promotional offers, newsletters, and updates with your consent.
• Analyze user behavior to develop targeted marketing campaigns.
5. Legal and Compliance:
• Detect and prevent fraudulent activities, security incidents, and other malicious behavior.
• Comply with legal obligations and enforce our Terms of Service.
How We Share Your Information
We may share your information in the following scenarios:
1. With Service Providers:
• Trusted third-party vendors who support our operations (e.g., payment processors, analytics providers, hosting services).
2. For Legal Compliance:
• When required by law, regulation, or legal proceedings to protect our legal rights or the safety of others.
3. In Business Transactions:
• If Pooch Pace is involved in a merger, acquisition, or sale of assets, your information may be transferred as part of the transaction.
4. With Your Consent:
• When you explicitly allow sharing your data with third parties for specific purposes.
Data Retention
We retain your data only for as long as necessary to fulfill the purposes outlined in this policy unless otherwise required by law. Once the retention period ends, your information will be securely deleted or anonymized.
Data Security
We implement robust measures to protect your data:
• Encryption: Secure encryption protocols for sensitive information during transmission and storage.
• Access Controls: Restricted access to personal data to authorized personnel only.
• Monitoring: Regular audits and monitoring of our systems for potential vulnerabilities.
While we strive to protect your data, no system is entirely secure. You are encouraged to take precautions, such as safeguarding your account credentials.
Your Rights
You have the following rights regarding your personal information:
1. Access and Rectification: Request access to or correction of your data.
2. Erasure: Request deletion of your personal information, subject to legal and contractual obligations.
3. Data Portability: Obtain a copy of your data in a portable format.
4. Restrict Processing: Limit the processing of your data under specific circumstances.
5. Opt-Out: Unsubscribe from marketing communications at any time.
To exercise these rights, contact us at hello@poochpace.com.
Children’s Privacy
We do not knowingly collect or market to children under 13. If we discover that personal information from a child has been collected without appropriate consent, we will promptly delete the data.
Changes to This Policy
We may update this Privacy Policy periodically to reflect changes in our practices or for other operational, legal, or regulatory reasons. Updates will be posted on our website, and we encourage you to review this policy regularly.
How We Protect Your Data
• Compliance with Data Protection Laws: We adhere to applicable laws and standards, including the Canada Privacy Act and PIPEDA (Personal Information Protection and Electronic Documents Act), ensuring lawful and ethical data handling practices.
• Regular Assessments: Periodic security assessments and penetration testing are conducted to identify and resolve vulnerabilities.
Your Choices and Preferences
• Marketing Preferences: You can choose the types of promotional communications you receive or opt out entirely via your account settings or by contacting us directly.
• Cookie Preferences: Manage cookie settings through your browser or via our website’s cookie banner. You can disable certain tracking tools if preferred.
• Account Management: Update your information or deactivate your account at any time through your account dashboard.
Third-Party Services and Links
• Integration with Third-Party Services: Our platform may integrate with third-party services like Google Analytics, Stripe, or PayPal for payment and analytics purposes. These providers operate under their privacy policies, and we encourage you to review them.
• External Links: Our website may link to external resources for informational purposes. We are not responsible for the privacy practices of these external sites.
International Users
• Data Transfer: If you access our services outside Canada, your data may be transferred to servers located in Canada or other jurisdictions. We take measures to protect data during these transfers, ensuring compliance with local laws.
Breach Notification
In the unlikely event of a data breach, we will:
1. Notify affected users promptly via email or app notifications.
2. Report the incident to relevant regulatory authorities.
3. Provide steps to mitigate potential harm.
For more information about privacy laws and standards that guide our practices, visit the following resources:
• Office of the Privacy Commissioner of Canada: Learn about Canada’s Privacy Act and how personal information is protected under Canadian law.
• Google Privacy & Terms: Understand how Google handles data collected through tools like Google Analytics used on our platform.
Terms of Service
Introduction
By accessing our website, mobile application, or using our services, you agree to abide by these Terms of Service and our Privacy Policy. If you disagree with any part of these Terms, do not use our services.
Eligibility
To use our services, you must:
• Be at least 18 years old or have parental consent.
• Agree to provide accurate, current, and complete information during registration.
User Responsibilities
You agree to:
• Use our services lawfully and ethically.
• Ensure the safety and well-being of your pet during sessions, including disclosing any medical conditions.
• Not attempt to disrupt, hack, or misuse our platform.
• Respect the rights of other users and staff members.
Booking and Cancellation Policy
1. Booking: All bookings must be made through the Pooch Pace app.
2. Cancellations: Cancellations must be made at least 34 hours before the scheduled session for a full refund.
3. No-Show Policy: No refunds will be issued for no-shows without prior notification.
Service Disclaimer
Our services are provided “as is” without warranties of any kind. We do not guarantee specific outcomes for dog fitness or health improvements.
Limitation of Liability
Pooch Pace is not liable for:
• Injuries or accidents involving your pet during sessions, except due to gross negligence.
• Loss of personal belongings left with our staff or in our mobile units.
• Downtime, errors, or interruptions in our platform.
Intellectual Property
All content, logos, trademarks, and designs on our platform are owned by Pooch Pace. You may not reproduce, distribute, or modify our content without explicit permission.
Termination
We reserve the right to terminate your account for:
• Breach of these Terms.
• Misuse of our services or harmful behavior.
• Non-payment or fraudulent activity.
Modifications
Pooch Pace reserves the right to update these Terms and services at its discretion. Continued use after modifications signifies acceptance of the updated Terms.
Governing Law
These Terms are governed by the laws of British Columbia, Canada. Disputes will be resolved in the courts of this jurisdiction.
Service-Specific Terms
• Fitness and Safety Waiver: By using our services, you acknowledge the potential risks involved in physical activity for pets and release Pooch Pace from liability for unforeseen health issues unless due to our negligence.
• Health Certification: Users are responsible for ensuring their dog(s) are fit for exercise. We reserve the right to refuse service if a health risk is identified.
• Service Modifications: Pooch Pace may adjust session schedules or availability due to operational needs, weather conditions, or unforeseen circumstances. Clients will be notified in advance where possible.
Account Suspension or Deactivation
We may suspend or deactivate your account if:
• Suspicious or unauthorized activities are detected.
• You fail to comply with payment obligations after multiple notices.
• Complaints about harmful or disruptive behavior are verified.
Refund Policy
1. Refund Eligibility: Refunds are processed for cancellations made within the specified window. Refunds for technical errors or service disruptions are reviewed on a case-by-case basis.
2. Non-Refundable Items: Prepaid packages or promotional discounts are non-refundable unless the service is terminated by Pooch Pace.
Dispute Resolution
• Informal Resolution: In case of disputes, users are encouraged to contact us directly for resolution before escalating to legal action.
• Arbitration: Disputes unresolved through informal resolution may be submitted to binding arbitration in British Columbia. Each party will bear their own legal fees unless otherwise awarded.
Accessibility and Inclusivity
• Accessible Services: Pooch Pace strives to provide services accessible to individuals with disabilities. If you require special accommodations, please contact us in advance.
• Language Options: Our website and communications are available in English, with plans to expand to other languages as our user base grows.
User-Generated Content
• Content Ownership: Any photos, videos, or testimonials shared with Pooch Pace may be used for marketing purposes with your explicit consent. You retain ownership of your content.
• Prohibited Content: Users may not upload defamatory, obscene, or inappropriate content. Pooch Pace reserves the right to remove such content and suspend the user’s account.
Prohibited Activities
For the safety of our platform and community, users are prohibited from:
• Engaging in fraudulent transactions.
• Attempting to reverse-engineer or hack our platform.
• Misrepresenting their identity or their dog’s health status.
Privacy Examples:
1. Data Use Example: “When you book a session, your name, dog’s information, and preferred time slot are stored securely to confirm the booking and send you reminders.”
2. Cookie Example: “Our use of cookies helps us understand that most users visit during evenings, allowing us to optimize service availability.”
Terms of Service Examples:
1. Service Disruption Example: “In the case of a van breakdown during a booked session, we will notify you immediately and reschedule at no additional cost.”
2. Refund Policy Example: “If you cancel a session within 12 hours of booking, the amount will be credited to your account for future use.”
FAQ Section
1. Can I delete my data permanently?
Yes, you can request the permanent deletion of your personal data by contacting us at hello@poochpace.com. Our team will process your request and ensure that your data is erased from our active systems and backups, where applicable. However, certain information may need to be retained for specific legal and regulatory reasons, such as compliance with tax laws, fraud prevention, or recordkeeping requirements.
Here’s how the process works:
1. Initiating the Request: Send an email to hello@poochpace.com with your account details and a clear request for data deletion.
2. Verification: To protect your privacy and security, we may ask for additional information to verify your identity before proceeding.
3. Processing Timeline: Once verified, we will begin the deletion process. Depending on the volume and complexity of the data, this may take up to 30 days.
4. Final Confirmation: You will receive an email confirming that your data has been deleted or explaining any exceptions for retained information.
Important Notes:
• Some data may remain in aggregated, non-identifiable formats used for analytics and business improvement.
• Data required for ongoing legal or financial obligations cannot be deleted until those obligations are fulfilled. For example, transaction records may need to be retained for audit purposes.
We take your request seriously and ensure transparency throughout the process.
2. What happens if my dog gets injured during a session?
At Pooch Pace, the safety and well-being of your dog are our top priorities. We employ trained handlers and follow strict safety protocols to minimize the risk of injuries. However, we understand that accidents, although rare, can happen. Here’s what you can expect if your dog is injured during a session:
1. Immediate Attention:
• Our handlers are trained in canine first aid and will provide immediate care to stabilize your dog. This may include addressing minor wounds, assessing vital signs, or performing emergency actions if necessary.
• We carry essential first aid supplies in our mobile units to handle common issues like cuts, sprains, or overheating.
2. Owner Notification:
• You will be contacted immediately with details about the situation, the steps we’ve taken, and any next steps needed.
• If your dog requires veterinary care, we will help you contact your preferred veterinarian or recommend a trusted local clinic.
3. Incident Reporting:
• A detailed incident report will be created to document the injury, the actions taken by our handlers, and any contributing factors. This report will be shared with you for transparency and recordkeeping.
4. Follow-Up Support:
• After the session, we’ll check in with you to monitor your dog’s recovery and provide additional assistance or advice as needed.
• If the injury results in missed sessions, we will work with you to reschedule or issue a credit/refund, depending on the situation.
Preventive Measures:
• Dogs participating in sessions are required to be in good health. You can help by keeping us informed about your dog’s medical history, limitations, or special needs.
• Handlers perform a quick pre-session health check to ensure your dog is fit for the planned activities.
At Pooch Pace, your dog’s safety is a shared responsibility. By working together, we can create a secure, enjoyable experience for every dog.
3. How is payment information secured?
Protecting your financial data is a key priority for Pooch Pace. We partner with industry-leading payment processors like Stripe to ensure your payment details are handled securely and in compliance with global standards.
Here’s how we safeguard your payment information:
1. Encrypted Transactions:
• All transactions are secured using advanced encryption protocols (SSL/TLS), ensuring that your data is protected during transmission between your device and our servers.
2. Third-Party Payment Gateways:
• We do not store your credit card information directly on our servers. Instead, we use PCI DSS-compliant payment processors like Stripe, which specialize in securely handling payment data. PCI DSS (Payment Card Industry Data Security Standard) is the highest level of security certification for payment processing.
3. Tokenization:
• Payment gateways tokenize sensitive information. This means your actual card details are replaced with a unique, randomized token that can only be used for your transactions. Even in the unlikely event of a breach, the tokenized data would be useless to attackers.
4. Fraud Prevention:
• Our payment system employs fraud detection algorithms to identify suspicious activities. If any irregularities are detected, we may pause transactions and contact you for verification.
5. Secure Payment Options:
• We support trusted payment methods, including major credit cards and digital wallets, which come with their own layers of security.
6. User Responsibilities:
• While we take every precaution to secure your data, it’s important that you also practice safe online behavior. Always ensure that your device is free of malware, and avoid sharing your payment details with unauthorized parties.
7. Refunds and Credits:
• Any refunds or credits are processed back to the original payment method using the same secure payment gateway, ensuring the same level of security as the initial transaction.
Our Commitment:
We regularly review and update our payment processing practices to align with the latest security standards. If you ever suspect an issue with your payment information, contact us immediately at hello@poochpace.com.
By implementing these measures, we aim to provide a worry-free payment experience, allowing you to focus on enjoying Pooch Pace’s services.