🛡 Privacy Policy

This Privacy Policy applies to:

• Pet owners and pet sitters who create accounts or use the Platform
• Users who communicate with us via the Platform or email
• Visitors who interact with the Platform (e.g. through cookies or analytics)

We collect personal information that is reasonably necessary to operate MyPetFriends and provide our services.

2.1 Personal identification details

• Full name
• Email address
• Phone number

2.2 Pet owner information

• Profile photos
• Suburb or general location
• Reviews and ratings submitted by users

2.3 Pet sitter profile information

• Profile photos
• Biography and experience
• Suburb or general location
• Pet-care services offered and rates
• Reviews and ratings submitted by users

2.4 Booking and service information

When a booking request or service interaction occurs, we may collect:

• Names of the parties involved
• Dates and duration of care
• Messages exchanged via the Platform
• Instructions or notes relating to pet care

2.5 Identity and payment-related information

• Identity documents uploaded for sitter verification
• Payment and payout-related information processed via third-party providers (such as Ozow and TradeSafe)

We do not store full card or bank account details ourselves.

2.6 Communications

• Messages exchanged through the in-Platform chat, which may be monitored for safety, fraud prevention, and support purposes

2.7 Automatically collected information

• IP address
• Browser type
• Device information
• Usage data via cookies and analytics tools

We collect personal information when you:

• Create an account or profile
• Edit or update your profile
• Submit or respond to a booking request
• Upload photos, documents, or other content
• Leave reviews or ratings
• Communicate with other users via the platform
• Contact us via the Platform or email
• Use or browse the Platform (via cookies and analytics)

We may also receive limited information via trusted third-party service providers that support our platform.

We process personal information to:

• Create and manage user accounts
• Display pet sitter profiles
• Match pet owners with suitable pet sitters
• Facilitate bookings and communication
• Process payments and payouts
• Verify identities and maintain platform trust and safety
• Provide customer support and resolve disputes
• Monitor platform activity for security and fraud prevention
• Improve the functionality, performance, and user experience of the Platform
• Comply with legal and regulatory obligations

We process personal information in accordance with POPIA based on:

• The performance of services requested by you (to enter into and perform our contract with you)
• Legitimate business interests related to operating the platform
• Compliance with legal obligations

You may withdraw consent for marketing communications at any time.

We only share personal information where necessary.

6.1 Between users

• Pet sitter profile information and reviews are visible to pet owners
• Booking details and messages are shared only between the relevant pet owner and pet sitter

6.2 Service providers

We may share information with trusted third-party service providers to provide the services to you, including:

• Payment processors (e.g. Ozow, TradeSafe)
• Hosting and infrastructure providers (e.g. AWS)
• Email and messaging providers (e.g. SendGrid, Twilio, WhatsApp)
• Analytics providers (e.g. Meta, Umami)

These providers may process information on our behalf under a separate data processing agreement and are required to implement appropriate data protection measures. These providers may need to use your personal data to comply with their own legal obligations (e.g., payment providers who have AML obligations) and then do so as the data controller in accordance with POPIA.

6.3 Legal requirements

We may disclose personal information if required to do so by law or to protect our rights, users, or platform.

Personal information may be stored or processed on servers located outside South Africa.

We take reasonable steps to ensure that any cross-border transfers comply with POPIA and that appropriate safeguards are in place to protect your information.

We implement reasonable technical and organisational safeguards, including:

• Secure servers
• Encrypted connections (HTTPS)
• Access controls and restricted staff access

We retain personal information only for as long as necessary to:

• Provide the services
• Comply with legal obligations
• Resolve disputes
• Maintain security and platform integrity

Reviews and ratings may remain visible or anonymised even if a user deletes their account.

Backups may retain data for a limited period after deletion.

We use cookies and analytics tools to understand how the Platform is used and to improve functionality and performance.

These tools may collect technical information such as IP address, browser type, and device information, but do not directly identify you by name or contact details.

You can manage or disable cookies through your browser settings.

MyPetFriends is intended for users aged 18 years and older.

We do not knowingly collect personal information from children. If we become aware that information from a minor has been submitted, we will take steps to delete it.

You have the right to:

Certain information may need to be retained to comply with legal or operational requirements.

To exercise your rights, contact us using the details below.

We may update this Privacy Policy from time to time.

Any changes will be posted on the Platform with an updated "Last revised" date.