Privacy Policy

1. Scope and who we are

This Privacy Policy explains how PetRoot Ltd (“PetRoot,” “we,” “us,” or “our”) collects, uses, discloses, and retains personal information when you use the PetRoot applications for iOS or Android, our websites, APIs, support channels, and related services together called the “Services.”

PetRoot is designed for users in the United States. This policy does not govern a veterinarian, retailer, manufacturer, Apple, Google, or another third party that handles information under its own privacy policy.

Privacy questions and requests can be sent to privacy@petroot.app.

2. Information we collect

What we collect depends on the features you use and the information you choose to provide.

3. How we use information

• Provide, authenticate, personalize, maintain, and improve the Services.
• Compare product facts with pet profiles and generate educational Pet Fit explanations.
• Generate Ask Spot responses and retrieve relevant product and safety context.
• Process scans, images, product requests, reviews, corrections, feedback, notifications, and support cases.
• Confirm PetRoot Plus entitlements and attribute retailer offers without using affiliate compensation to determine scores.
• Measure reliability, investigate errors, prevent fraud or score manipulation, and protect PetRoot and its users.
• Comply with law, enforce our Terms, resolve disputes, and establish or defend legal claims.
• Create aggregated or deidentified information that we take reasonable measures not to reidentify.

4. Ask Spot and AI service providers

To generate an Ask Spot response, PetRoot may send your question and relevant pet and product context to artificial-intelligence service providers acting for PetRoot. Context can include a pet’s name, species, breed, life stage, weight, allergies, sensitivities, health conditions, diet, goals, and relevant PetRoot product evidence.

PetRoot currently uses OpenRouter to route requests to available model providers. OpenRouter and the selected model provider may process the content needed to generate the response and support service safety and quality. We limit the information sent to what is reasonably needed for the request and do not make a promise that an AI provider never retains or uses information beyond generating the response unless its applicable terms and settings support that promise.

Ask Spot is not a veterinarian, does not diagnose or treat, and should not be used for an emergency.

5. How we disclose information

We may disclose information to the following recipients for the purposes described here:

• Infrastructure and service providers that host data, store private images, provide security or diagnostics, deliver notifications, and assist support.
• AI providers that process an Ask Spot request and the relevant pet or product context.
• Apple, Google, and subscription providers that authenticate users where supported and process, validate, synchronize, manage, or restore subscriptions.
• Retailers and affiliate networks when you choose an offer link, so the destination can open and the offer can be attributed.
• Other users and the public when you submit a review for publication. We may publish its rating, text, structured experience, use duration, product or variant association, and posting date. We do not intend to publish account identifiers or pet names.
• Authorities, advisers, and claim participants when reasonably necessary to comply with law, protect safety and rights, investigate fraud, or establish or defend claims.
• Transaction participants evaluating or completing a financing, merger, acquisition, reorganization, or sale, subject to appropriate safeguards.

6. Sale, sharing, targeted advertising, and affiliate links

PetRoot does not sell personal information, share personal information for cross-context behavioral advertising, or process personal information for targeted advertising.

PetRoot may earn a commission if you purchase through an offer link. Affiliate status and compensation do not affect the PetRoot Score or Pet Fit. A retailer or other third party controls its own site, transaction, fulfillment, and privacy practices after you leave PetRoot.

7. Retention

We retain personal information only as long as reasonably necessary for the purposes described in this policy, including providing requested account or conversation history, maintaining product integrity and security, fulfilling subscriptions and support requests, complying with law, and resolving disputes.

• Account and pet-profile records are generally retained while the account is active and then deleted or deidentified after a verified deletion request, subject to limited legal, security, transaction, and backup exceptions.
• Ask Spot conversations are retained to provide conversation history until they or the account are deleted, subject to limited exceptions.
• Submitted product photos, missing-product evidence, and correction evidence are retained while needed for research, verification, integrity, security, or a dispute, then deleted, aggregated, or deidentified when no longer needed.
• Reviews may remain while published or needed for service integrity. A limited record may remain where needed for fraud, disputes, or legal compliance.
• Device registrations remain while notifications are enabled and a token is valid. Diagnostics and support records are retained only as long as reasonably needed for their operational, security, and legal purposes.
• Deleted information may remain temporarily in ordinary backups until those backups are overwritten or deleted.

8. Security

We use administrative, technical, and organizational safeguards designed to protect personal information, including authenticated access, limited personnel access, private object storage, short-lived upload and download authorization where implemented, encryption in transit, monitoring, and vendor controls. No method of storage or transmission is completely secure.

If you believe your account or information is at risk, contact security@petroot.app.

9. Your choices and privacy rights

Depending on where you live and applicable law, you may have rights to access, correct, delete, or obtain a portable copy of personal information; opt out of certain sale, sharing, targeted advertising, or profiling; limit certain sensitive-data uses; and appeal a denied request. PetRoot makes its request and appeal process available to users throughout the United States, subject to reasonable identity verification and lawful exceptions.

• Review or update available account and pet-profile information in the app.
• Use an unsubscribe method included in an optional communication. Essential service or legal notices may continue.
• Email privacy@petroot.app to request access, correction, deletion, portability, or another applicable right.
• Appeal a denied request by emailing the same address with the subject “Privacy appeal.”

We will not discriminate against you for exercising an applicable privacy right. Authorized agents may submit requests where applicable law permits, subject to verification of their authority and the user’s identity.

10. Account deletion

You may request deletion by emailing privacy@petroot.app with the subject “Account deletion.” We may take reasonable steps to verify the account and the requester’s authority before acting.

After a verified request is completed, PetRoot will delete or deidentify account information associated with the request except for limited records that may be retained for security, fraud prevention, legal compliance, transactions, backups, or claims. Revoking a linked sign-in credential and canceling an App Store or Google Play subscription are separate actions. Deleting PetRoot or a PetRoot account does not automatically cancel a store subscription.

11. Children

The Services are intended for people age 13 or older. A child under 13 may not use the Services, and we do not knowingly collect personal information from children under 13. If you believe a child under 13 provided personal information, contact privacy@petroot.app so we can investigate and take appropriate action.

12. Changes and contact

We may update this policy as the Services and law change. We will post the revised policy with a new effective date and provide additional notice or obtain consent when required.