1. About this page
With the 2018 introduction of the General Data Protection Regulation (GDPR) across Europe it is our obligation to make clear, in plain English, how we manage the data that our customers and users provide to us.
This document aims to give a clear, simple, breakdown of our role, the data we and our users collect, and your rights. If any of this doesn't make sense, or you have concerns, please contact us via info@precisepetcare.com.
1.1 Definitions
For the purposes of this document, we need to make a few definitions to ensure clarity.
System refers explicitly to the Precise Petcare software that we provide access to.
Users refers to our direct customers who have either signed up to use Precise Petcare or who otherwise have a contract with us to provide access to the Precise Petcare system.
Clients refers to individuals who log into Precise Petcare, having been onboarded or invited by a User.
Site refers to a User's isolated Precise Petcare environment, supplied for their staff and Clients to log in to.
1.2 About Precise Petcare
Precise Petcare is a Software as a Service (SaaS) provider that supplies business software for pet sitting companies.
Precise Petcare has a relationship with both Users and Clients, and the data collected can vary depending on the business configuration determined by the User. Users can decide how to control access to their Precise Petcare Site, from open registration to invitation only.
2. What information we collect
In order to provide our service we collect and hold information that broadly falls into three categories as described in this section. This information may come from the User or directly from the Clients themselves.
2.1 Information about Users
We hold information about our Users in order that we can supply a service, and where relevant manage any contractual relationship. This information includes:
- Name and contact details
- Plan information
- Any information you communicate during the process of us supporting you (such as support tickets)
Administrator and staff user information is classed the same way as any other Client information and is covered by section 2.2 below.
2.2 Information about Clients
We collect and store a standard set of information about each Client in order to provide the service. This information includes:
- Email address
- First and last name
- Address
- Password details
- Data about user actions in the system (e.g. login history, IP addresses etc)
- Any content posted or otherwise entered into the system, including messages
2.3 Additional information about Clients, defined by Users
In addition to the basic minimum data described in section 2.2 above, Users may configure the system to collect additional information. We do provide some common default options such as:
- Telephone numbers
- Additional Contacts
- Home Access
- Home Information
- Veterinarian
- Pet Information
It is important, however, to understand that our Users may request, and even require, that you supply additional information onto Precise Petcare in order to provide services to Clients. Precise Petcare considers that you are providing this information to our Users that we are simply holding on their behalf. Precise Petcare provides default terms of service for end users, however many of our Users will instead provide their own specific terms, and you should refer to them in the first instance regarding any concerns you may have.
3. How we handle your personal data
We have systems and processes in place to protect the data we receive from you, and we take this commitment very seriously. We can provide, upon request, our detailed data protection, data handling, and privacy policies. Otherwise, we're happy to talk through any concerns or questions you have directly.
3.1 Handling and storage
Broadly speaking, we follow best practices and store your data on an environment hosted by Amazon Web Services, based in Virginia, USA. Amazon has extensive documentation on their security and legal compliance available on their website at https://aws.amazon.com/compliance/.
In handling your data we follow best practices such as:
- Using encryption to communicate between users and ourselves.
- Restricting and logging those who have access to the data we hold.
- Not moving data from production to test environments.
3.2 Providing your personal data to others
In order to both operate the system and our business as a whole we need to involve some third party suppliers and platforms. We have detailed each, and the reason we use them below. We may use more third parties than this, however these are the ones that would potentially see personal information.
3.2.1 In order to provide the system
- Amazon Web Services, for hosting of the system, sending emails and storage of the data
- Google Analytics, to track user behaviour
- Zang or Plivo, to send SMS
3.2.2 In order to operate our business
- Stripe, for accounting and billing
- Google, for email and phone
- Freshdesk, for Customer Support
3.3 Retaining your data
We will need to keep hold of your data while you as a Client are active (not deleted). The primary reason for this is to keep your data on file for to be able to provide service in the future.
There are two conditions where your data will be deleted:
- The Site administrator elects to delete your Client account and all associated data
- The Site administrator requests to close down the Site and delete all associated data, by contacting us via info@precisepetcare.com
Deleted data will not be visible to any other User within Precise Petcare. Then, within 30 days Precise Petcare will automatically delete your data entirely from our system, including backups.
4. Your rights
GDPR provides for several rights for individuals, if you wish to exercise any of these right we request that you contact us via info@precisepetcare.com where will arrange for the required work to be undertaken.
4.1 Data formats
In order to service rights requests in the timeframe required by the law, we may not be able to provide data in a specific format defined by the user making the request. We will, however, aim to provide the data in a machine-readable format (such as CSVs) to enable portability.
4.2 Complex requests
If your request is excessively complex to fulfil we may need to charge a fee to cover the extra time required, as permitted by the law.
