Last updated:
Effective from: 13 July 2026Who is responsible for your information?
ZUPET LTD is the controller of the personal information described in this policy, except where another organisation clearly acts as an independent controller, such as a payment provider, app store or authentication provider.
1. Information we collect
The information we collect depends on how you use Zupet, including whether you browse the website, post a pet-care request, create an account, join as a professional, contact another user, unlock a lead, purchase credits or contact support.
- Identity and contact information, including your name, email address and telephone number.
- Account information, including your user ID, authentication method, role, profile information and account preferences.
- Professional profile information, including services, experience, biography, availability, service radius, verification information and profile photographs.
- Pet and request information, including pet names, species, breeds, care requirements, dates, notes and selected service options.
- Location information, including addresses, postcodes, approximate coordinates, service areas, pickup locations and destinations you provide.
- Communication and marketplace activity, including responses, unlocked leads, contacts, saved or hidden requests, complaints, support messages and notifications.
- Transaction information, including credit purchases, credit use, refunds and payment status. Complete payment-card details are normally handled by the relevant payment provider rather than Zupet.
- Technical and usage information, including IP address, device type, operating system, browser, app version, identifiers, crash information, security events and pages or features used.
- Consent and preference information, including notification, analytics, language, country and cookie choices.
2. Information we receive from other sources
- Authentication providers when you sign in through a supported third-party login method.
- Google Maps and Google Places when you select or search for a location.
- Payment processors, Google Play or Apple where purchases, refunds or transaction verification are involved.
- Analytics, hosting, advertising, fraud-prevention, security and crash-reporting providers where enabled.
- Other Zupet users when they respond to a request, unlock a lead, submit a complaint, report a safety concern or communicate through the service.
3. How we use personal information
- To create, authenticate and manage accounts.
- To publish and manage pet-care requests.
- To show relevant requests to nearby professionals.
- To allow pet owners and professionals to connect and communicate.
- To provide professional profiles, leads, saved items, notifications and account history.
- To process credits, purchases, refunds and related transaction records.
- To provide support and respond to questions, complaints, privacy requests and deletion requests.
- To verify users, prevent misuse, investigate fraud and protect users, animals and the platform.
- To maintain, troubleshoot, analyse and improve the website, app and services.
- To send essential service communications and, where permitted, optional product or marketing communications.
- To comply with legal, tax, accounting, regulatory and law-enforcement obligations.
4. Our lawful bases
Depending on the activity, we rely on one or more lawful bases under the UK GDPR or other applicable data-protection law.
- Contract: where processing is necessary to provide the service you requested or to take steps before entering into a contract.
- Legitimate interests: where necessary to operate, secure, improve and protect Zupet, prevent fraud, understand service performance and support users, provided those interests are not overridden by your rights.
- Legal obligation: where we must keep, use or disclose information to comply with applicable law.
- Consent: where the law requires consent, including for certain cookies, analytics, marketing communications or device permissions. You may withdraw consent at any time.
- Vital interests or legal claims: in limited circumstances involving urgent safety, protection of life, disputes or the establishment, exercise or defence of legal claims.
5. How marketplace information is shared
Zupet is designed to connect pet owners with independent pet professionals. Information added to a request or public professional profile may therefore be shown to relevant users.
- Request details may be shown to professionals who match relevant service, location, distance or availability criteria.
- Before a lead is unlocked, Zupet may show limited location details, pet information, requested dates, service requirements and other non-contact information.
- When a professional unlocks or otherwise receives access to a request, Zupet may disclose the pet owner’s name, telephone number, email address and full service location to that professional.
- More than one eligible professional may be permitted to unlock or respond to the same request, subject to Zupet’s current marketplace rules.
- Professional profile information may be visible to pet owners and other visitors as part of the marketplace.
- You should not include passwords, payment-card information, identity documents or unnecessary sensitive information in public profiles, requests, biographies or notes.
6. Service providers and other recipients
- Cloud hosting, database, authentication, storage, serverless-function, notification and security providers, including Firebase and Google Cloud services.
- Mapping and address-search providers, including Google Maps Platform.
- Analytics, advertising, performance, error-reporting and fraud-prevention providers where enabled.
- Email, customer-support and communication providers.
- Payment providers, app stores and billing platforms involved in purchases or refunds.
- Professional advisers, insurers, auditors, potential business purchasers and authorities where reasonably necessary or legally required.
8. Location information
Location information helps us match requests with nearby professionals, calculate service areas, support pet-taxi routes and provide relevant local experiences.
We may use an address, postcode, coordinates selected through a mapping service, an approximate location inferred from technical information or device location where you have granted permission.
You can control device-location permission through your browser or device settings.
9. Payments and credits
Purchases may be processed by an app store or payment provider acting under its own terms and privacy policy.
Zupet may receive transaction identifiers, product information, purchase status, refund information and limited billing metadata needed to provide credits, keep records and resolve payment issues.
Zupet should not receive or store your complete payment-card number when payment is handled entirely by a third-party payment processor.
10. International data transfers
Some suppliers may process information outside the United Kingdom. Where personal information is transferred internationally, we use an applicable legal mechanism and appropriate safeguards where required, such as adequacy regulations, recognised contractual clauses or another lawful transfer mechanism.
11. How long we keep information
We retain personal information only for as long as reasonably necessary for the purposes described in this policy, including providing the service, maintaining security, resolving disputes and meeting legal, tax and accounting obligations.
- Active account information is normally retained while the account remains open.
- Requests, responses, credit records, complaints and transaction information may be retained for a reasonable period after completion or account closure.
- Financial and accounting information may be retained for the period required by applicable tax and accounting law.
- Security, fraud-prevention and technical logs are generally retained for a shorter operational period unless needed for an investigation.
- Information may remain in protected backups until it is overwritten through the normal backup cycle.
- Some information may be anonymised so that it can no longer reasonably identify you. Anonymised information may be retained for analysis and service improvement.
12. Security
We use reasonable technical and organisational measures designed to protect personal information. These may include access controls, authentication, encryption in transit, security monitoring, restricted administrative access and service-integrity protections.
No online system can be guaranteed to be completely secure. You are responsible for keeping your account credentials confidential and contacting us promptly if you believe your account has been compromised.
13. Children
Zupet is intended for adults who are legally able to arrange or provide pet services.
Children should not create an account, post a request or provide personal information without the involvement and permission of a parent or legal guardian.
Contact us if you believe a child has provided personal information inappropriately so that we can investigate and take suitable action.
14. Automated matching and recommendations
Zupet may use service type, location, distance, availability and user preferences to determine which requests or professionals are shown.
These functions support marketplace matching and are not intended to make legal or similarly significant decisions about you without human involvement.
15. Changes to this policy
We may update this policy when our services, suppliers or legal obligations change.
We will publish the revised version on this page and update the date shown above. Where a change is significant, we may also provide an additional notice through the website, app or email.
16. Your data-protection rights
Depending on the circumstances and lawful basis, you may have the following rights:
- To request access to the personal information we hold about you.
- To ask us to correct inaccurate or incomplete information.
- To request deletion of information in circumstances where the right applies.
- To ask us to restrict how information is used.
- To object to processing based on legitimate interests or to direct marketing.
- To receive certain information in a portable format.
- To withdraw consent where processing relies on consent.
- To complain to the relevant data-protection authority.
Delete your Zupet account
You can submit an account and data-deletion request through our dedicated deletion page. Include the email address connected to your account so that we can locate and verify it.
Request account deletion17. Complaints
Please contact us first so that we have an opportunity to address your concern. You also have the right to complain to the UK Information Commissioner’s Office.
Information Commissioner’s Office
Visit the ICO website
18. Contact us
Contact us to ask a privacy question or exercise a data-protection right.