Privacy Policy

Last updated: 18 October 2026

1. Who We Are

Petzen provides dog walking, home visits and pet sitting in London. We are committed to protecting your privacy and handling your personal information responsibly.

For questions about this policy or your personal information, contact contact@petzen.care.

2. What We Collect and Why

We collect contact and account details, care addresses, booking requests, messages, payment records, pet profiles, photographs, care instructions, relevant veterinary information, emergency contacts and home-access instructions. Our services also process technical information such as IP addresses, browser details and security logs.

We use this information to arrange and provide care, manage accounts and payments, send private updates, protect the service and handle complaints. Necessary booking information is required to arrange safe care; optional publicity permissions are not. Please inform emergency contacts when supplying their details and avoid sending unnecessary personal information.

Our lawful bases are contract for requested bookings and care; legitimate interests for safe care, emergency-contact coordination, security and resolving disputes; legal obligations for required records and disclosures; and consent for optional uses where we ask for it.

3. Providers, Sharing and International Processing

Authorised carers and administrators access information needed for their work. We use Supabase for portal authentication, database and file storage, Hostinger for the existing website and email, and Google for website analytics and fonts. Hosting/support providers and our bank may also process relevant information. We may share necessary details with vets, emergency contacts, advisers, insurers or authorities where justified or required. We do not sell customer data.

Providers may process information outside the UK. Their data-processing terms describe applicable transfer safeguards, which can include adequacy arrangements or standard contractual clauses with the UK Addendum, depending on the provider and transfer. Contact us for details about the arrangements relevant to your information.

4. Accounts and Retention

The new portal uses email-and-password login through Supabase, with confirmation and password-reset emails. An older account system may still use email sign-in links during transition. We use access controls and private file storage. Keep your password and email account secure.

We keep information while needed for care, your customer relationship or a relevant legal purpose. Retention depends on ongoing bookings, follow-up needs, applicable accounting/tax duties and dispute or claim periods. Access instructions are removed when access is no longer authorised, unless needed for an incident record. Closing an account does not immediately erase records we must retain or reasonably need for a claim.

5. Photos and Videos

Photos or short videos may support private care updates or necessary incident records. You can request routine written updates instead.

Public promotional use requires separate optional permission. Booking or uploading a pet photo does not authorise publication. We identify intended channels and ask separately about paid advertising, print and using your pet’s first name. Refusal does not affect care. We avoid exposing people, home/access details or live locations.

Withdraw permission by email. We stop new use and remove affected material from channels we control within a reasonable time. Independent reposts or printed copies already distributed may remain. A limited record of your permission or withdrawal may be retained.

6. Cookies and Website Tools

Login and security features may use necessary cookies or browser storage. The website includes Google Analytics to measure visits and interactions, and Google Fonts. These services connect your browser to Google; Analytics may use cookies and device information. You can manage cookies in your browser and use Google’s Analytics opt-out tool. Blocking authentication storage may affect login. See Google’s Privacy Policy.

7. Your Rights and Contact

Depending on the circumstances, you can request access, correction, deletion, restriction or portability. You may object to processing based on legitimate interests and to direct marketing. You can withdraw consent where we rely on it. Rights have legal conditions and exceptions; we may verify your identity.

Contact contact@petzen.care. You may also complain directly to the Information Commissioner’s Office. We publish updates when our practices change.