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Privacy Policy

Last updated: November 9, 2026

See also our Terms of Service.

1. Introduction

PetVio ("we", "us", "our") is committed to protecting your privacy and the privacy of your pets' data. This Privacy Policy explains how we collect, use, store, and share your personal information when you use the PetVio platform, including our iOS app, web portals, and API services.

PetVio is operated by SN Horizon LTD. If you have questions about this policy, contact us at privacy@petvio.ai.

2. Data We Collect

2.1 Account Information

When you register, we collect: name, email address, phone number, and password (stored as a secure hash). If you use social login (Apple, Google), we receive your name and email from the provider.

2.2 Pet Information

You may provide: pet name, species, breed, date of birth, weight, gender, medical history, allergies, medications, vaccination records, feeding schedules, exercise preferences, and photos.

2.3 Location Data

With your permission, we use your device location to find nearby pet services (veterinarians, groomers, parks). Location is used only during your session and is not permanently stored on our servers. Weather data is fetched based on your approximate location.

2.4 Photos and Images

You may upload pet photos for profiles, breed identification, health scanning, and document scanning. Profile photos are stored on AWS S3 (EU region). Photos used for AI analysis are processed in real-time and are not retained after analysis.

2.5 Usage Data

We collect anonymized usage patterns to improve the app: features used, task completion rates, and app performance metrics. We do not use third-party analytics SDKs.

3. AI-Powered Features

PetVio uses AI services powered by Anthropic (Claude) for the following features:

  • Breed Identification: Your pet photo is sent to Anthropic's API for analysis. The photo is processed in real-time and is not stored by Anthropic or PetVio after the response is returned.
  • Health Scan: Pet photos are analyzed for visible health concerns. This is an AI assessment only and does not replace professional veterinary diagnosis.
  • Document Scanning: Medical document text (extracted via on-device OCR) is sent to Anthropic for structured data extraction.
  • AI Chat (PetVio Buddy): Conversation messages are sent to Anthropic for responses. Chat history is not permanently stored.
  • Symptom Check & Recommendations: Pet health data you provide is analyzed by AI for guidance.

Important: AI features require your explicit consent before first use. You can revoke AI processing consent at any time in Settings > Privacy & Safety.

4. How We Use Your Data

  • Provide and improve the PetVio platform
  • Generate smart reminders and task schedules for your pets
  • Connect you with verified pet service providers
  • Send notifications about your pets' care (with your consent)
  • Process payments for bookings (via Stripe)
  • Provide weather-based pet safety recommendations
  • Generate AI-powered insights about your pets

5. Data Sharing

We share your data only with:

  • Anthropic: AI processing of photos and text (no data retained by Anthropic)
  • Stripe: Payment processing for bookings
  • AWS: Cloud infrastructure hosting (EU-West-1 region, Ireland)
  • Pet Service Providers: Only the information needed to fulfill your booking (pet name, service type, scheduling)

We never sell your personal data to third parties.

6. Direct Messaging

PetVio offers private one-to-one direct messaging between registered users. Direct messages are separate from booking-related chat with service providers (which is governed by Section 5 above).

6.1 What we collect

  • Message content: text bodies (up to 2,000 characters), photo attachments hosted on PetVio infrastructure, and share-cards referencing pets, places, or posts.
  • Conversation metadata: participant IDs in canonical order, status (active / request-pending / archived), who initiated, who archived and why, and timestamps.
  • Delivery state: per-message read timestamps and per-conversation unread counts.
  • Moderation reports and block lists: when you report a message or block another user, we record the reason, optional notes, references to the reported content, and the time.

6.2 Who can message whom

  • Users you mutually follow can message you directly. These conversations land in your main inbox.
  • Users you do not follow can send a single first message that lands in your separate "Requests" inbox. You may accept (the conversation is moved to your main inbox), decline (the conversation is archived and the sender cannot start a new conversation with you for 30 days), or take no action.
  • You can block any user at any time. Blocking takes effect immediately and prevents the blocked user from sending you any further direct messages.
  • These rules are enforced server-side and cannot be circumvented by the client.

6.3 Photo attachments

Photos you attach to a direct message are stored on AWS S3 (eu-west-1) and delivered via PetVio's content-delivery network only to authenticated members of the conversation. The server confirms each photo URL is on a PetVio-controlled hostname before persisting the message, to protect recipients from external phishing and link laundering.

6.4 Sharing of message content

We do not share the content of your direct messages with advertisers, with our AI processors, or with marketing partners. We share direct-message content only:

  • With your counterparty (the other participant), as required to deliver the message.
  • With our infrastructure sub-processors that store and route the message (AWS for storage; Apple APNs for push delivery on iOS).
  • With our Trust & Safety operators when a moderation report is filed about the message or the conversation containing it.
  • With law enforcement or courts where required by valid legal process.

6.5 Retention and your controls

  • Messages persist until you or your counterparty deletes the conversation, or until your account is deleted (in which case all messages you sent are removed in line with Section 8 below).
  • Push and email notifications for new messages and message requests can be toggled in Settings > Notifications > Direct messages and … > Message requests.
  • Read timestamps are recorded server-side but are not shown to your counterparty in v1. Any future read-receipts feature will be opt-in.

6.6 Reports

You can report any direct message or conversation for moderator review via the in-app Report action. Reports are reviewed by PetVio's Trust & Safety operators and may result in private warnings, message removal, suspension of messaging privileges, account suspension, or, where required, referral to law enforcement.

7. Data Storage & Security

Your data is stored on AWS infrastructure in the EU-West-1 (Ireland) region. We use:

  • Encrypted database connections (PostgreSQL with TLS)
  • HTTPS for all API communications
  • JWT tokens with short expiry (15 minutes) and refresh token rotation
  • Bcrypt password hashing (10 rounds)
  • iOS Keychain for secure token storage on device

8. Data Retention

  • Account data: retained while your account is active
  • After account deletion: all personal data removed within 30 days
  • AI processing: photos and text processed in real-time, not retained
  • Notification tokens: deleted on logout or account deletion
  • Audit logs: retained for 3 years for security purposes

9. Your Rights (GDPR)

Under the General Data Protection Regulation, you have the right to:

  • Access: Request a copy of your personal data (Settings > Account > Export My Data)
  • Rectification: Update your personal information at any time
  • Erasure: Delete your account and all associated data (Settings > Account > Delete Account)
  • Portability: Export your data in JSON format
  • Withdraw Consent: Revoke optional consents (marketing, AI processing) at any time
  • Object: Object to processing of your data for specific purposes

To exercise any of these rights, email privacy@petvio.ai or use the in-app settings.

10. Children's Privacy

PetVio is not intended for children under 16. We do not knowingly collect data from children. If you believe a child has provided us with personal data, please contact us.

11. International Data Transfers

Your data is processed in the European Union (Ireland). If you access PetVio from outside the EU, your data may be transferred to and processed in the EU, where our servers are located. We ensure appropriate safeguards for international transfers.

12. Changes to This Policy

We may update this policy from time to time. We will notify you of significant changes via in-app notification or email. Continued use of PetVio after changes constitutes acceptance.

13. Contact Us

For privacy-related inquiries:

Email: privacy@petvio.ai

SN Horizon LTD