PetHub+ Privacy Policy

Last updated: 24 February 2026

PetHub+ (“the app”) is provided by Donkey Labs. This Privacy Policy explains what information we collect, how we use it, and the choices you have.

Who we are

Controller / Developer: Donkey Labs

For privacy-related enquiries, please use the contact details at the end of this policy.

Information we collect

We collect and process the following categories of data. Where you choose to provide information, we use it to provide and improve the app as described in “How we use your information” below.

Account and user identity – Email address (used to sign in), display name, and any profile details you provide. When you use certain features (for example, ordering physical pet tags), we may also collect your name, postal address, telephone number, and email address for delivery and contact purposes.
Pet information – Names, species, breeds, dates of birth, microchip details, and any other details you add about your pets in their profiles.
Photos – Photographs you upload of your pets (for example in pet profiles, lost posters, or pet tags). These are stored securely and are only accessible to you and approved family members unless you choose to make them visible (e.g. on a public lost poster or tag).
Veterinary information – Vet practice names, contact details, appointment notes, and any vet-related information you choose to store in the app (for example in reminders or notes).
Insurance information – Pet insurance policy details, renewal dates, insurer names, and any insurance-related notes or reminders you enter. Documents you upload that relate to insurance (such as policy documents) are covered under “Documents you upload” below.
Travel, dog licence and passport information – Pet passport numbers, issuing country, issue and expiry dates, rabies and tapeworm vaccination dates, microchip numbers, licence numbers, issuing authority, and related dates you enter. We also store metadata for documents you upload in this category (see below).
Documents you upload – Files (images and PDFs) you upload for travel documents, pet passports, dog licences, vaccination records, insurance policies, and other purposes. These are stored securely in private cloud storage and are accessible only to you and approved family members. Document files and their metadata are retained until you delete them or delete your account.
Reminders and notes – Calendar reminders, care schedules (e.g. flea, worming, vet visits, insurance renewals), and any notes you save in the app.
Location and map data – Approximate location when you use map-based features (for example, finding nearby vets or lost / found features). You can control location sharing through your device settings.
Lost & found features – Information you include in lost posters or pet tags (such as pet name, photo, contact details, and custom messages). You choose what to display publicly.
AI usage and questions – The questions, prompts, and messages you submit when using AI-generated advice features, together with basic usage data (such as timestamps and request counts) so we can operate, secure, and improve the service. AI requests may be processed by third-party AI providers as described in “Sharing your information”.
Purchase and subscription information – Purchase receipts, entitlement status, and subscription details provided by the app stores and our billing partner. We do not receive or store your full payment card details.
Device and technical data – IP address, device model, operating system version, app version, and error logs used to keep the app secure and reliable.
Support communications – Messages and contact details you send us when you request help or make a privacy request.

How we use your information

To create and manage your account and pet profiles.
To store and display your veterinary and insurance information, travel and licence data, and documents you upload.
To provide app features such as reminders, lost-and-found tools, and pet tag functionality.
To deliver AI-generated responses when you use advice features.
To process and verify in-app purchases and subscriptions.
To monitor performance, fix bugs, and improve security.
To communicate with you about your account, important changes, or support requests.
To comply with legal obligations and enforce our terms.

Legal bases (EEA / UK users)

Where applicable data protection law (such as the GDPR or UK GDPR) applies, we rely on the following legal bases:

Contract – To provide the app and its core features you request.
Consent – For optional features such as location services or certain analytics, which you can withdraw at any time.
Legitimate interests – To keep the service secure, prevent abuse, understand general usage, and improve the app, in ways that do not override your rights and freedoms.
Legal obligation – Where we must process or retain certain information to comply with law.

Sharing your information

We do not sell your personal data. We share information only with:

Service providers / processors who help us run the app, including:
- Supabase – Authentication, database, and backend hosting.
- RevenueCat – In-app purchases and subscription management.
- App stores and payment providers – Such as Apple App Store and Google Play, which process your purchases.
- OpenAI – AI response generation when you use advice features (see “Third-party AI services” below).
- Email and notification providers – To send account or service emails.
- Cloudflare and similar providers – Edge delivery, performance, and security.
Public viewers – When you create a lost poster, pet tag profile, or other public page, the information you choose to publish will be visible to anyone with the link or who scans the tag.
Authorities or third parties – Where required by law, to protect our rights, or to protect someone’s vital interests (for example, emergencies or suspected fraud).

Third-party AI services (AI Advice feature)

When you use the AI Advice feature in the app, we use a third-party AI service to generate responses. We will only send your data to this provider after you have agreed in the app (we ask for your permission before the first use).

What data we send – The messages and questions you type in the AI chat, and the recent conversation history needed to generate a relevant reply. If you attach an image (where supported), that image is also sent for the purpose of generating a response. We do not store your AI conversations on our servers after the response is generated.
How we collect it – When you use the AI Advice screen and send a message, that content is transmitted to our servers and then to the AI provider.
Who receives it – OpenAI (OpenAI, L.L.C. / OpenAI OpCo, LLC), the provider of the AI model that powers the feature. Data is sent via our secure backend (Supabase) to OpenAI’s API. For more about OpenAI’s practices, see OpenAI’s Privacy Policy.
How we use it – Solely to generate AI-generated answers to your pet-care questions. We also use basic usage data (e.g. request counts, timestamps) to operate, secure, and improve the service (such as rate limiting and abuse prevention).
Third-party protection – We use OpenAI under agreements that require appropriate data protection. OpenAI provides commitments and safeguards consistent with applicable data protection requirements. We do not use your AI conversations to train OpenAI’s general models; usage is governed by our agreement with OpenAI and their API terms.

You can choose not to use the AI Advice feature; no data is sent to the AI provider until you have agreed in the app. You may withdraw your consent by simply not using the feature. For account-wide data deletion, see “Data deletion” above.

Third-party data storage and protection

Where your data is stored or processed by third-party service providers (for example cloud hosting, databases, and AI services), we use providers that meet high security and data protection standards. We require appropriate safeguards (such as contracts and, where needed, standard contractual clauses) so that your data receives the highest level of protection practicable. We do not sell your data to third parties.

International transfers

Our service providers may process your data in countries outside your own. When we transfer personal data from the UK or EEA to countries that do not provide an equivalent level of protection, we use appropriate safeguards such as standard contractual clauses where required by law.

Data retention

We keep your information for as long as your account is active and as needed to provide the app. When you delete your account, we will delete your personal data, including uploaded documents, subject to any information we must retain for legal, security, or accounting reasons. Documents you upload are stored securely and are deleted when you remove them from the app or when you delete your account.

Subscription expiry: If your subscription expires or is cancelled, we do not delete your account or data immediately. Your account and data are kept for a grace period of 14 days so that you can re-subscribe and continue using the app without losing your information. After the grace period, if you have not re-subscribed, we will delete your account and associated data as described above. You can avoid deletion by re-subscribing within the 14-day period.

Data deletion – how to delete all your data

You can delete all of your personal data at any time by deleting your account in the app:

Open PetHub+ and go to Settings.
Choose the option to Delete account (or equivalent).
Confirm that you want to delete your account.

Once you confirm, we will delete all personal data associated with your account, including your account details, pet profiles, reminders, notes, and any other data you have stored. This is permanent and cannot be undone. We may retain only what we are legally required to keep (for example, for tax or fraud prevention). If you cannot find the delete option in Settings or need help, contact us using the details below.

Security

We use reasonable technical and organisational measures to protect your information, including access controls and encryption where appropriate. However, no app or online service can be completely secure, so we cannot guarantee absolute security.

Children

The app is intended for adults (typically 18+) who manage pet information. We do not knowingly collect personal data directly from children. If you believe a child has provided us with personal data, please contact us so we can delete it.

Your rights and choices

Depending on your location, you may have the right to:

Access the personal data we hold about you.
Request correction of inaccurate information.
Request deletion of your data – go to Settings in the app and delete your account; upon confirmation we delete all data associated with your account (see “Data deletion” above), or contact us.
Request a copy of your data in a portable format.
Object to certain processing or ask us to restrict it, where applicable.
Withdraw consent at any time where we rely on consent.

You can also control certain permissions (such as location or notifications) in your device settings.

Changes to this policy

We may update this Privacy Policy from time to time. The “Last updated” date at the top shows the latest version. If we make material changes, we may notify you in the app or by other appropriate means.

Contact

Email: [email protected]

For privacy enquiries, account deletion, or data requests, please contact us at the address above. You may also have the right to lodge a complaint with your local data protection authority.