Privacy Policy

1. Information We Collect

a. Personal Information

• Name, email address, and contact details
• Payment and billing information (for subscriptions)
• Account credentials and profile preferences

b. Pet-Related Information

• Pet name, breed, age, and medical history
• Behavioral and wellness data provided by you
• AI-driven health and activity assessments

c. Usage & Device Data

• Device information, browser type, IP address
• Interaction with features and services
• Cookies and tracking technologies
• Health and activity data from connected devices (e.g. smart collars, wearables)
• Your location, only if you allow it: when you open the iOS app, it may compare where you are with your vet's address to show the visit sheet, and if you turn on "Tell me when I arrive at the vet" your phone watches for the clinic in the background. Your location is used for that one answer and is never stored on our servers.

d. Children's Data

Our services are intended for users who are at least 13 years old (16 in the European Union). We do not knowingly collect personal data from individuals below these age thresholds. If we discover we have inadvertently collected such data, we will delete it promptly.

2. Product Analytics & Your Choices

We collect product analytics to understand how you use Petto Health and improve your experience. You can opt out of product analytics at any time in your Account Settings > Privacy & Data.

What We Track (With Your Consent)

When product analytics are enabled, we collect:

• Feature usage: Which features you use and how often (e.g., "User viewed Wellness Plan 3 times this week")
• Page visits: Which pages you navigate to and how long you spend on them
• User journey: How you navigate through the app and which workflows you complete
• Technical information: Browser type, device type, screen resolution, and performance metrics

This data helps us understand which features are valuable and which need improvement.

What We DON'T Track (Even with Analytics Enabled)

• ❌ Your conversations with Petto Intelligence. They are never sent to our analytics tools (see How we learn from the questions you ask)
• ❌ Pet health records, medical documents, or health information
• ❌ Anything that could identify your specific pets or their conditions
• ❌ We never sell your data to third parties

Essential Technical Data (Tracked Even With Opt-Out)

Even if you opt out of product analytics, we continue to collect minimal essential technical data under our legitimate interest in maintaining service quality, security, and contractual obligations. This includes:

Subscription & Billing:

• Subscription lifecycle events (payments, upgrades, downgrades, cancellations)
• Payment failures and retry attempts
• Feature limit enforcement (e.g., when you reach your tier's pet or reminder limit)

Security & Fraud Prevention:

• Content moderation events (jailbreak attempts, inappropriate content detection)
• Security incidents (failed logins, suspicious activity patterns)
• Rate limiting violations and abuse detection
• System performance monitoring for service reliability

Why We Track This:

• Subscription events are necessary for billing, revenue recognition, and enforcing your subscription tier limits
• Security events are required to protect you and other users from abuse, fraud, and malicious activity
• Performance monitoring ensures we can maintain service quality and fix issues affecting your experience

This essential data collection is permitted under GDPR Article 6(1)(f) (legitimate interests) and is necessary for:

• Performing our contract with you (subscription management)
• Protecting the security and integrity of our service
• Complying with legal obligations (fraud prevention, financial reporting)

All essential events are flagged in our analytics system and can be audited for compliance purposes.

How to Opt Out

To disable product analytics:

1. Go to Account Settings > Privacy & Data
2. Toggle "Disable product analytics"
3. Your preference is saved immediately

You can re-enable analytics at any time using the same toggle.

2a. Connected Assistants

You can connect Petto Health to an assistant you already use, such as Claude, ChatGPT or Grok, so that it can read your pets' health records and log routine entries on your behalf. Nothing is connected unless you approve it on our consent screen, which names the assistant and lists exactly what it will be able to do.

What a connected assistant can access

Only the animal health records in your own account, and only within the permissions you granted: your pets' profiles, health timelines, medications, vaccinations, vet visits, lab results, weights, reminders, wellness plan items and emergency summaries. It can add journal entries, weights and observations, complete or snooze reminders, and check in on wellness plan items. It can never delete a pet or a record, change your subscription, share your records with anyone, read your Petto Intelligence conversations, or open your uploaded documents. Petto Health holds no human health information, so none is ever shared.

Who receives the data

A connected assistant is a recipient you chose, not a service provider working for us. Records the assistant reads become part of your conversation with that assistant and are held by its provider under that provider's own privacy policy. We cannot retrieve or delete them from there. Disconnecting an assistant stops all further access at its next request; it does not remove what it already read.

Your controls

Everything an assistant adds is labelled with its name in your journal and can be undone in one tap from Settings → Connected apps, where you can also see when each assistant last used its access and disconnect it. Scheduling deletion of your account disconnects every assistant immediately.

2b. How We Learn From the Questions You Ask

Your conversations with Petto Intelligence are stored in your account so you can pick up where you left off, and they are yours: you can delete any conversation, or your whole account, at any time.

We also learn from the questions pet owners ask, taken together, so Petto Health gets more useful for everyone. Automated tools look across many conversations at once to:

• decide which guides, features and care plans to build next, based on what owners actually need
• spot health trends across species, breeds and seasons
• notice regional patterns, such as a rise in kennel cough in one area, so we can let nearby owners know early

How we protect you while we do it

• Patterns, not people. We look at themes across many owners. A pattern is only reported once enough different accounts share it that no one can be singled out.
• Personal details removed first. Names, places and other identifying details are stripped automatically before any analysis.
• No one reads your conversations to do this. The analysis is automated; our team sees only the combined themes.
• Only the area, never your address. Regional patterns use your general area, never your exact location.
• Never sold, never used to train models. These insights improve Petto Health and nothing else.
• Delete it and it's gone. When you delete a conversation or your account, it drops out of every future analysis.

You can object to this use of your conversations at any time by emailing privacy@petto.health, and we will exclude your account.

3. How We Use Your Information

• To provide and improve our AI-powered pet wellness services
• To personalize recommendations for preventative care and behavioral wellness
• To learn from the questions owners ask, in aggregate, which guides and features to build and which health trends and regional patterns to watch (see section 2b)
• To provide AI-generated insights and nudges based on your pet's profile
• To process payments and manage subscriptions
• To communicate updates, promotions, and service notifications
• To comply with legal obligations and enforce our terms

4. Sharing of Information

• With Service Providers: Payment processors, customer support, and cloud hosting services
• With Third-Party Integrations: Insurance providers, veterinarians, e-commerce partners
• With Your Consent: We may share personalized pet data with third parties only if you explicitly authorize it.
• Legal Compliance: If required by law, legal process, or to protect rights

Analytics Services

On this website, PostHog runs in a cookieless mode: it stores nothing on your device, records no session replay, and keeps no identifier between page loads, so each pageview is anonymous and cannot be linked to any other. That is why this website shows no cookie banner. See ourCookie Policy for detail.

In the Petto Health app, where you are signed in, we use PostHog for product analytics (when not opted out). PostHog is a privacy-focused analytics platform that:

• Stores data in the United States
• Complies with GDPR requirements
• Does not sell your data to third parties
• Supports our opt-out functionality

Even if you opt out of product analytics, essential technical events (described in Section 2) are still sent to PostHog for service operation purposes.

Learn more: PostHog Privacy Policy

We also use Fathom Analytics to measure overall site traffic. Fathom is privacy-first and cookieless: it sets no cookies, collects no personal data, does not fingerprint or track you across other websites, and produces only aggregate statistics. Because it never processes personal data, there is nothing to opt out of.

Learn more: Fathom Analytics Privacy Policy

Error Monitoring

We use Sentry to diagnose application errors so we can fix problems quickly. Sentry acts as a data processor under a signed Data Processing Addendum.

What we send to Sentry:

• Your internal account identifier (a non-identifying UUID)
• The URL and page where the error occurred
• A truncated IP address (first two octets only, e.g. 203.0.0.0 — not enough to identify you)
• Your browser's User-Agent string
• Technical error details (stack traces, database queries with parameters removed)

What we never send to Sentry:

• Your email, name, or any other directly identifying profile field
• Cookies, session tokens, or authorization headers
• Request bodies (form data you submitted)
• Your full IP address
• Conversations with Petto Intelligence or pet health records

Legal basis: legitimate interest under GDPR Article 6(1)(f) — diagnosing and fixing errors is necessary to keep the service running reliably.

Retention: Sentry automatically deletes error data after its retention window (typically 30–90 days). When you delete your account, we also accelerate deletion of your Sentry tag data as part of our 30-day GDPR deletion process.

Learn more: Sentry Privacy Policy

5. Data Security & Retention

We implement industry-standard security measures to protect your data. We retain your data as long as your account is active or as needed to provide services. You may request deletion at any time.

Analytics Data Retention

• Product analytics data: Retained for up to 2 years for trend analysis and product improvement
• Essential technical data: Retained for up to 7 years for:
  • Subscription/billing records (required for accounting and tax purposes)
  • Security incidents (required for fraud prevention and legal compliance)
  • Performance monitoring (retained for 90 days for operational purposes)

6. Your Rights & Choices

• Access & Correction: You may request access to or correction of your personal data.
• Marketing Opt-Out: You can opt out of marketing communications at any time.
• Analytics Opt-Out: You can disable product analytics tracking in Account Settings > Privacy & Data. This will stop tracking of your behavior, feature usage, and navigation patterns. Essential technical data (subscription, security, performance) will continue to be processed under our legitimate interest as described in Section 2.
• Data Deletion: You may request the deletion of your account and associated data.

Right to Object to Processing

You have the right to object to our processing of your data for product analytics purposes. You can exercise this right by:

• Opting out of product analytics in Account Settings > Privacy & Data
• This will stop tracking of your behavior, feature usage, and navigation patterns
• Essential technical data (subscription, security, performance) will continue to be processed under our legitimate interest

If you wish to object to the processing of essential technical data, please contact us at privacy@petto.health to discuss your specific concerns. Note that some essential processing may be required to provide the service or comply with legal obligations.

7. Legal Basis for Processing (GDPR)

For users in the European Economic Area (EEA) and UK, we process your data based on the following legal grounds:

8. International Users

If you access our services outside the U.S., you agree to data transfers as necessary to provide our services in accordance with this policy. We implement appropriate safeguards for international data transfers, including Standard Contractual Clauses (SCCs) where required by law.

9. Cookies & Tracking

On our marketing website: We set no cookies. Both analytics tools we use here are cookieless, so there is no banner and nothing to opt out of. Our hosting provider may set a strictly necessary security cookie, which does not identify you. See our Cookie Policy.

In the Petto Health app: Signing in necessarily uses cookies, and we use cookies and similar technologies to improve your experience and analyze app usage. You can control product analytics tracking in Account Settings > Privacy & Data as described in Section 2.

10. Governing Law

This Privacy Policy is governed by the laws of the State of Delaware. Any disputes related to this policy shall follow the same arbitration process outlined in our Terms & Conditions.

11. Updates to This Policy

We may update this policy from time to time. Continued use of our services after updates constitutes acceptance. We will notify users of material changes via in-app alerts or email.

For questions, contact hello@petto.health.