Privacy Policy

This policy explains how MyFilo ("MyFilo", "we", "us") collects, uses, shares and protects personal data when you use the MyFilo app and website at myfilo.help (the "Service"). MyFilo is the controller of the personal data described here. Questions and requests go to privacy@myfilo.help.

1. Information we collect

Information you give us

• Account data: name, email address, phone number, password-free sign-in codes, and profile photo.
• Profile data: the area you're based in, a short description, and for providers, the services offered, availability and experience.
• Pet data: your pet's name, species, breed, age, temperament, medical needs, medication, feeding and routine notes, and vet details you choose to add.
• Booking data: requests, dates, agreed care details and status.
• Messages: the content of messages sent between users through the Service.
• Support and reports: what you send us by email or in-app, including safety reports.

Information we collect automatically

• Device and log data: device model, operating system version, app version, IP address, timestamps, crash reports and diagnostic logs.
• Usage data: screens viewed and features used, so we can fix problems and improve the Service.
• Approximate location: the area you enter, or device location if you grant permission, used to match you with nearby providers. You can withdraw location permission in iOS Settings at any time.

Information from others

We may receive information from other users (for example a booking request or a report about you) and from our service providers, such as delivery status for emails and messages.

We do not knowingly collect personal data from children under 16. If you believe a child has given us data, contact privacy@myfilo.help and we will delete it.

2. How we use information

• To create and operate your account and authenticate sign-in with one-time passcodes.
• To match pet owners with local pet-care providers and enable bookings and messaging.
• To provide customer support and respond to your requests.
• To keep the Service safe: detecting fraud, abuse, spam and policy violations, and investigating safety reports.
• To improve and develop features, measure performance and fix bugs.
• To send service messages about your account, bookings and important changes.
• To send optional product updates where you have asked for them; you can unsubscribe at any time.
• To comply with legal obligations and to establish, exercise or defend legal claims.

3. Legal bases

Where the UK GDPR or EU GDPR applies, we rely on: contract (operating your account, bookings and messaging); legitimate interests (safety, fraud prevention, service improvement and direct communication about the Service, balanced against your rights); consent (device location, optional marketing — withdrawable at any time); and legal obligation (tax, accounting and lawful requests).

4. How we share information

• With other users: your profile, pet details and messages are shared with the users you choose to interact with, so a provider can care for your pet.
• With service providers: hosting, database, email and SMS delivery, error monitoring and analytics providers who process data on our instructions under contract.
• For safety and law: where we reasonably believe disclosure is required by law or necessary to prevent harm, fraud or abuse.
• Business transfers: if MyFilo is involved in a merger, acquisition or asset sale, data may transfer subject to this policy.

We do not sell personal data, and we do not share it for cross-context behavioural advertising.

5. International transfers

Our providers may process data outside your country. Where required, we use appropriate safeguards such as the UK International Data Transfer Agreement or the European Commission's Standard Contractual Clauses. Contact us for details of the safeguards in place.

6. Retention

We keep account and profile data while your account is active. When you delete your account we delete or anonymise personal data within 30 days, except where we must keep records longer: transaction and tax records (typically up to 7 years), safety and abuse records where needed to protect users, and data required for legal claims. Backups are purged on a rolling schedule.

7. Security

We use encryption in transit, access controls, least-privilege administration and monitoring to protect personal data. No system is perfectly secure, so please use a secure email account and never share one-time passcodes with anyone, including anyone claiming to be MyFilo staff.

8. Your rights

Depending on where you live, you may have the right to access, correct, delete, export or restrict processing of your personal data, to object to processing based on legitimate interests, and to withdraw consent. California residents may request disclosure and deletion and are entitled not to receive discriminatory treatment for exercising those rights.

Exercise any of these rights by emailing privacy@myfilo.help. We verify requests using the email address on your account and respond within one month. You can delete your account yourself using these instructions. If you're unhappy with our response, you may complain to your local data protection authority (in the UK, the Information Commissioner's Office).

9. Cookies and similar technologies

Our website uses only technologies strictly necessary to serve pages and remember your preferences. The MyFilo app uses local device storage to keep you signed in. We do not use third-party advertising cookies.

10. Changes to this policy

We may update this policy. We'll change the effective date above and, for material changes, notify you in the app or by email before the change takes effect.

11. Contact

MyFilo — privacy enquiries: privacy@myfilo.help. General enquiries: hello@myfilo.help.