Privacy Policy

Account details (name, e-mail, phone, language and credentials); pet profiles, including health, medication and behavioural information, and the photos you upload; searches; quote requests; your address, where your pet lives, with any arrival notes you add; for a Pet Taxi request, the pick-up and drop-off address of each ride; messages; consent records; and security telemetry. Your address is part of your profile: you can skip it when you sign up, but we ask for it before your first quote request. It is chosen from an address search and kept without map coordinates. After a quote is accepted we also process what the booking needs so the two parties can contact each other. When you are linked to a provider we also keep that link and a copy of your bookings with that provider; the section on linked providers explains both.

To create and protect accounts, find compatible providers, check availability, transmit and manage quote requests, enable communication between the parties, prevent fraud and abuse, provide support, meet legal duties, and improve the service using minimised telemetry.
The lawful bases are to be confirmed per jurisdiction: performance of a contract or pre-contractual steps, legitimate interest in security and quality, consent where it is required, and compliance with a legal obligation. Marketing is optional and separate from the consents required to use the service.

Only what is necessary, and only: the provider you chose; the contracted suppliers below; and authorities where the law requires it.

• MongoDB Atlas — database.
• Google Cloud Run (europe-west1) — application hosting.
• Vercel — hosting of the marketplace website.
• Cloudflare — CDN and edge protection, R2 for pet photos, Turnstile for anti-bot verification.
• Upstash — cache and rate limiting.
• Google — sign-in (OAuth) and address lookup (Places).
• Apple — Sign in with Apple, when you use it.
• Resend — transactional e-mail.
• Sentry — error monitoring.
• OpenFreeMap — map tiles, which receive the IP of whoever opens a listing with a map.
• Plausible — cookieless audience measurement, where it is enabled.
• Formspree — delivery of the public contact form, when you use it.

The host’s exact address and private contact details are released to you only after acceptance. In the same way, your address reaches a provider only when you accept its quote: before that no provider sees it, and it is never used to search for or locate you. The one exception is a Pet Taxi: the pick-up and drop-off of each ride go to the provider with the request, so it can plan the route and price the kilometres, and the request form says so before you send it. The platform may involve a Brazil→European Union transfer and international suppliers; the transfer mechanism, the countries and the binding subprocessor list are part of the pending legal review below.

Until you accept a quote, StayWise decides what happens to the data you gave the marketplace. When you accept, the data the booking needs is delivered into the provider’s own StayWise Admin account: your contact details, your animal and its care instructions, your address when the provider comes to you, the addresses of each Pet Taxi ride, the conversation you had, and the photos you sent.
From then on the provider is an independent controller of that copy: it decides what it records about the stay and for how long it keeps it, under its own duties, and StayWise acts there as its processor under the terms at adm.staywise.pet/docs/privacy.
This has one consequence worth stating plainly: access, correction or deletion of the provider’s records is requested from the provider, and deleting your marketplace account does not erase them.

A provider can be linked to your account in three ways: when you accept a quote from it, when you accept an invitation it sent you, or automatically, by e-mail, when the provider already has a client record with the same e-mail address as your account and that address is verified. Only verified addresses are matched, and only for your own account. When a link is made by e-mail we tell you so by e-mail, and the provider appears in My account → Linked providers. The provider sees in StayWise Admin that its client record is linked to a StayWise account, the quote requests you send it afterwards arrive tied to that record, and the pets it registered there may be offered to you for confirmation.
Once linked, your account keeps a copy of every booking you have with that provider, including bookings made before the link, from the moment the provider sends the quote. Drafts the provider has not sent never appear. The copy shows the dates, the services with their quantities and line values, your pets, the status, the totals and currency, the payment status and amounts, and the reasons for a cancellation or rejection; when the provider changes a booking, you still see the earlier values. Internal notes written by the provider’s staff, and data about that staff, never appear, and neither do photos or daily care updates.
The copy stays in your account even if the provider deletes or anonymises your client record, unlinks you or leaves StayWise. Without a link it is no longer updated: it keeps what it has and receives nothing new. It is removed only when you delete your account, and it is included in your data export.
While you have the account you receive transactional e-mails about your own bookings with linked providers: a new booking, changes to price, dates, services or payments, cancellations and rejections, status changes, and payments recorded or refunded. When a link is made you receive one summary per provider, never one e-mail per booking. These e-mails are part of the service and cannot be switched off; only the existing block on addresses whose messages bounce or are marked as spam stops them. Each one includes a link to unlink the provider. Push notifications, once the StayWise apps offer them, will follow your device’s permission and a switch in your account.
You can unlink a provider at any time in My account → Linked providers. After any unlink, whether by you or by the provider, StayWise keeps a minimal record (your account identifier, the provider’s identifier, the date and who unlinked) only so that it does not link your account to that provider automatically again. That record holds no e-mail address and is deleted when you delete your account. Your account is linked to that provider again only if you accept a quote from it or an invitation it sends you, which also deletes the record.
The provider remains an independent controller of its own records in StayWise Admin, as the previous section explains: correcting or deleting those records is requested from the provider. The copy in your account is part of your marketplace account, and its controller is StayWise. Showing you your own bookings, keeping their history and e-mailing you about them rest on the performance of the contract with you. Matching your verified e-mail address with providers’ client records, and keeping the unlink record, rest on legitimate interest: letting you see the bookings recorded under your address without waiting for an invitation, and respecting a decision to unlink with the minimum data needed.

• Pseudonymised search events: 90 days.
• Chat messages: 12 months after the conversation becomes read-only.
• Identifiable data and quote snapshots, including the addresses of Pet Taxi rides: 36 months after closure, then anonymised.
• Booking history with linked providers, and unlink records: for as long as your account exists; the 36 months above do not apply to them.

Deleting your account immediately removes your pets, the address on your profile and your sessions, and purges chat and quote identifiers, unless a mandatory legal retention applies. These periods cover the marketplace’s own copy; the provider’s copy follows what is said above about the provider as an independent controller.

You may request access, correction, portability, deletion, objection or restriction, and you may withdraw consent. Account settings already let you export your data and delete your account; for anything else, the dedicated privacy contact is part of the pending legal review below.

Authentication and security cookies are strictly necessary and are always set. The marketplace sets no non-essential cookies: the audience measurement it can use (Plausible) is cookieless and stores nothing on your device. If anything that does set a non-essential cookie is ever added — analytics or marketing — granular consent has to be in place before the first collection, not after.

• The identity and address of the controlling entity, the privacy/DPO contact and the data-subject channel.
• Governing law, forum, dispute mechanism and minimum age.
• Whether StayWise and hosts are controllers, processors or joint controllers for the stages before acceptance.
• Final lawful bases, the handling of animal clinical data and consent evidence.
• The Brazil↔EU transfer safeguard and the binding subprocessor list, including each supplier’s countries.