Privacy Policy

We collect information that you provide directly to us when using our services:

• Personal Information: Name, email address, phone number, physical address
• Pet Information: Pet name, species, breed, weight, and special characteristics
• Service Information: Service preferences, pickup/delivery details, special instructions
• Payment Information: Billing address and payment details (processed securely through third-party providers)
• Communications: Records of your communications with us, including support requests
• Photos: Images uploaded during the service process (with your consent)
• Security Signals: Limited browser, device, and network signals used to distinguish people from automated traffic on account-access forms

We use the information we collect to:

• Provide and deliver our aquamation services
• Process and complete transactions
• Send service updates, confirmations, and notifications
• Respond to your comments, questions, and support requests
• Maintain chain-of-custody documentation
• Improve our services and customer experience
• Comply with legal obligations and protect our rights
• Protect login, signup, and account-recovery forms from automated abuse

We do not sell your personal information. We may share your information only in the following circumstances:

• Service Providers: Third-party companies that help us operate our business (email services, payment processors, cloud storage, and website security)
• Veterinary Clinics: If you arrange services through a veterinary partner, we share relevant case information
• Legal Requirements: When required by law, court order, or government regulations
• Business Transfers: In connection with a merger, sale, or acquisition of our business
• With Your Consent: When you explicitly authorize us to share specific information

Text-messaging consent. All of the above categories exclude text-messaging originator opt-in data and consent. This information will not be shared with any third parties or affiliates for marketing or promotional purposes, and will not be shared with any third parties excluding aggregators and providers of the text-message services.

We take reasonable measures to protect your personal information from unauthorized access, use, or disclosure:

• Secure data encryption in transit and at rest
• Regular security assessments and updates
• Limited employee access to personal information
• Secure backup and disaster recovery procedures

However, no method of transmission over the internet is 100% secure. While we strive to protect your data, we cannot guarantee absolute security.

We use cookies and similar technologies to:

• Remember your preferences and settings
• Keep you logged in to your account
• Improve our website functionality

We do not use a third-party analytics or advertising service, and we do not embed third-party video players. See our Cookie Policy for the full list of what we store in your browser.

You can control cookies through your browser settings. Disabling cookies may affect some features of our website.

Our explainer videos are hosted by us, not embedded from YouTube or any other platform, so watching one sends no information to a third party. We do record some information about how they are watched, in order to understand whether the videos are useful and whether they are reaching families in the areas we serve.

When a video is played, we record:

• Which video, and how far through it you watched
• The date and time
• The page you were on and the site you arrived from
• Your browser type and its time zone
• Your IP address

We delete IP addresses after 30 days. The rest is kept as aggregate figures with no identifier attached. We use your browser's time zone — not your IP address — to understand roughly what part of the country viewers are in, because it tells us what we need without pinpointing anyone.

None of this uses cookies, and none of it is shared with or sold to anyone. A session identifier is held in your browser's temporary storage and is discarded when you close the tab.

You have the following rights regarding your personal information:

• Access: Request a copy of the personal information we hold about you
• Correction: Request corrections to inaccurate or incomplete information
• Deletion: Request deletion of your personal information (subject to legal requirements)
• Opt-Out: Unsubscribe from marketing communications at any time
• Data Portability: Request your data in a portable format

To exercise these rights, please contact us at Dave@Ondara.pet

We retain your personal information for as long as necessary to:

• Provide our services and maintain your account
• Comply with legal, tax, and regulatory requirements
• Resolve disputes and enforce our agreements
• Maintain chain-of-custody documentation

Case records and chain-of-custody documentation are retained for at least 7 years in accordance with industry standards and legal requirements. Some records may be retained longer as required by law or regulatory requirements.

Our website and services integrate with third-party service providers that have their own privacy policies:

• Database and Authentication Services: For secure data storage and user account management
• Email Delivery Services: For sending service notifications and communications
• Mapping and Geolocation Services: For route planning and address validation
• Payment Processing Services: For secure payment transaction handling
• Cloud Storage Services: For storing case documentation and photos
• Security and Bot-Prevention Services: Cloudflare Turnstile evaluates limited browser and network signals on login, signup, and account-recovery forms to protect them from automated abuse. It does not receive the contents entered into those forms through our integration.

We encourage you to review the privacy policies of these third-party services. We carefully select service providers that maintain appropriate security and privacy standards.

Our services are not directed to individuals under the age of 18. We do not knowingly collect personal information from children. If you believe we have collected information from a child, please contact us immediately.

We may update this privacy policy from time to time. We will notify you of significant changes by:

• Posting the updated policy on our website
• Updating the "Last updated" date at the top of this page
• Sending an email notification for material changes

Your continued use of our services after changes are posted constitutes acceptance of the updated policy.

No mobile information — including text-messaging opt-in data and consent — will be shared with third parties or affiliates for marketing or promotional purposes. Information may be shared with subcontractors who provide support services (such as customer service) solely to operate and deliver our services.

Text-messaging originator opt-in data and consent will not be shared with any third parties, excluding aggregators and providers of the text-message services. You can opt out of text messages at any time by replying STOP, or reply HELP for help. See our SMS Messaging Program terms for full details.

If you have questions or concerns about this privacy policy or our data practices, please contact us: