1. About this policy
This policy explains how MyFilo handles personal information when you visit the website, join early access, create an account or use the pet-care marketplace. It also describes choices and rights available under applicable data-protection law, including the GDPR where it applies.
2. Information we collect
- Account information, including email, display name, role and a structured international phone number.
- Customer location details such as district and locality.
- Pet Passport information, including routine, feeding, temperament, health notes, emergency contacts and optional photographs.
- Provider public profile, service area, services, prices, availability, optional media and provider approval status.
- Booking, review, favourite, message, community, block and report information.
- Subscription, invoice and payout summaries. Payment providers process full card and bank details; MyFilo does not store full card numbers.
- Device tokens, diagnostics, support communications and security events.
3. Phone numbers and duplicate prevention
MyFilo normalises phone numbers into international format and prevents the same number from being attached to more than one account profile. The app does not currently send an SMS OTP and does not describe the number as phone-verified. Duplicate checks return a neutral error rather than revealing whether another person has used a number.
4. Identity and age approval
Providers must complete an identity and age-eligibility process before appearing in discovery. The specialist verification provider handles document and selfie data. MyFilo stores the result, relevant timestamps and an age-eligibility decision rather than the identity document itself.
5. How we use information
- Provide, personalise, secure and improve MyFilo.
- Connect pet owners and eligible providers, rank discovery results and support bookings.
- Share the relevant Pet Passport and booking instructions with the assigned provider for that care relationship.
- Operate subscriptions, calculate applicable commission and preserve billing records.
- Prevent duplicate accounts, bookings, fraud, abuse and review manipulation.
- Respond to support, privacy, safety and legal requests.
- Send essential service messages and optional product updates where permitted.
6. Lawful bases
Depending on the activity, processing is based on performing our contract with you, legitimate interests such as platform security and fraud prevention, compliance with legal obligations, or consent where the law requires it. You may withdraw consent without affecting earlier lawful processing.
7. When information is shared
Relevant information is shared with the other party to a booking or community conversation, and with vendors that provide database hosting, authentication, identity checks, payments, payouts, storage, notifications, email and support. Information may also be disclosed to advisers, authorities or emergency services where legally required or necessary to protect rights, people or animals.
8. Public and private profile information
A provider’s public name, description, service area, services, prices, availability, rating, review count, plan badge and optional media may be shown to customers. Phone numbers, legal-acceptance records, payment details and identity-check materials are not public provider-card fields.
9. Retention and security
We retain information only as long as reasonably needed for service delivery, safety, fraud prevention, disputes and legal, tax or accounting obligations. We use access controls, row-level database policies, server-owned entitlements and other safeguards, but no online service can guarantee absolute security.
10. Your choices and rights
Where applicable, you may request access, correction, deletion, restriction, portability or objection, and may complain to your local supervisory authority. You can update many details in the app and request deletion from account settings. You may also email privacy@myfilo.help. We may need to verify account ownership.
11. Children
MyFilo is not intended for people under 18 and does not knowingly permit them to create accounts.
12. International processing
Service providers may process information outside Cyprus or the European Economic Area. Where required, we use recognised transfer safeguards and contractual protections.
13. Changes and contact
Material changes will be communicated through the app, website or email. Privacy questions and rights requests can be sent to privacy@myfilo.help.