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Privacy Policy

  1. Overview

    At Tailster we’ve built a secure online platform that is focused on providing outstanding pet care in the offline world. To achieve this we need to collect some data, the details of which are listed below. Prior to the GDPR a lot of the details on what was collected was hidden from view. If you’re not technically minded, it might not be obvious why we collect some information and share it with third parties. We hope that this document helps you understand how and why we do what we do.

    We should be clear from the outset that this privacy policy only applies to Tailster.com. Any information you exchange with an Owner or Carer found through the site is done so at your own risk. We don’t wish to alarm you; meet-and-greets, exchanging keys etc. will require exchanging telephone numbers and/or addresses. Just be mindful of what you are sharing and with whom.

  2. Data we collect

    1. Personal Data (All Users)

      1. Email address
      2. Postcode
      3. Payment card details (handled securely by Stripe.com)

    2. Personal Data (Carers)

      1. Name
      2. Address
      3. Telephone Number
      4. Photographic proof of ID
      5. Proof of Address
      6. Bank account and sort code (handled securely by Stripe.com)
      7. Profile name
      8. Responses to the application form

    3. Browser and device data

      Information about the device, operating system, browser version etc (commonly referred to as the “User-Agent”), IP address and time of access

    4. Transactional Data

      1. Time
      2. Pet/s
      3. Carer ID
      4. Owner ID
      5. Service Required
      6. Start date and, where applicable, end date

    5. Cookies/Analytics Tracking

      Information about the pages you visit on Tailster.com, how you used them, how long you visited, etc...

    6. Social Media Accounts

      1. Information provided on the Carer application
      2. Account name, handle, profile picture etc. when interacting with our social media accounts

    7. Location Data

      GPS coordinates from the Carer App

    8. “Pet Pack” Data

      1. Name
      2. Address
      3. Telephone number
      4. Emergency contact
      5. Data related to your pet including, but not limited to, name, age, breed, vet, microchip, vaccinations, etc...

  3. Sources of personal data

    We gather your personal data when you provide them to us, visit the website, complete a transaction (make a booking) or interact with us on social media.

  4. How we use your personal data

    We use Personal Data to:

    1. Provide the Tailster service
    2. Detect and prevent fraud
    3. Mitigate harm to users and their pets
    4. Promote, analyse and improve our platform

  5. How we disclose data/Sharing your personal data

    We work with a number of third party service providers to assist us with running the platform.

    1. Infrastructure - We use third parties to provide our web-hosting, data storage, email servers, customer service communication channels and operations support.
    2. Payment Processing - We use third parties to process payments and provide us with the financial services necessary to operate Tailster.
    3. Insurance - Our comprehensive insurance is underwritten by a third party insurer.
    4. Professional Advisors - Accountants, lawyers etc.
    5. Regulators, law enforcement or government agencies

    To improve the number of opportunities for Pet Carers:

    1. Profile Pages - A Carer will create a profile page. This page will be shared with Tailster users and with search engines. We leverage the Tailster brand and marketing/advertising spend to increase the reach of the Profile Page.

    To improve the number of pet care quotes for Pet Owners:

    1. Listings - An Owner will create a listing where they request a pet care service. This listing is shared with Tailster Carers, offering them the chance to quote.

    The Tailster platform includes two methods by which you may share information with other users. Please be aware that sharing personal data with these individuals is done so at your risk.

    1. Messages - The platform allows you to send messages to other Tailster users.
    2. “Pet Pack” - As an Owner, when you book a Carer we give them access to your “Pet Pack” data for the duration of the booking.

    We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

  6. Security

    We apply security measures to protect your data from accidental loss, unauthorised access or disclosure. We have internal organisational restrictions that limit access to employees, contractors or specialist third parties (professional advisors, government agencies, law enforcement, etc...) as required.

    No data transmission or system used over the internet can be 100% secure. If you suspect that your interaction with us is no longer secure or that your account has been compromised, please contact us immediately.

    This may seem common sense advice but you are responsible for keeping your device and account safe and secure. Install the latest security updates on your computer, smartphone and/or tablet and use a “strong” password - https://www.cyberaware.gov.uk/passwords

  7. Advertising/Cookies and other tracking technologies

    We may use some or all of the data you provide to infer what services, promotions and/or offers may be of interest to you.

    You can control your marketing preferences by visiting the Privacy Centre.

    We use a number of online advertising partners to deliver generic and targeted ads across a range of external websites and services.

    The advertising partners may hold significantly more data about you than we do as they track you across the internet via the use of “cookies” and “pixels”. We may ask them to target a particular group (for example, cat owners). If there is suitable data available you could see an ad that is “targeted”. However, it is also possible that we have bought generic ad space and the ads you see are coincidental.

    We are aware that this sounds a little vague but online advertising networks are complex and describing their operation is beyond the scope of this policy.

  8. Privacy Centre and updating your data

    We have created the Privacy Centre to give you control of the communications you receive from us. More details are available in the Privacy Centre.

    The GDPR includes a right for individuals to have inaccurate personal data rectified, or completed if it is incomplete. If you would like us to update your data please contact us.

  9. Retention Period

    We will retain Personal Data only for the period necessary to fulfill the purposes outlined in this Privacy Policy unless a longer retention period is required for accounting or reporting or permitted by law. We may keep information from closed accounts to comply with the law, prevent fraud, collect any funds owed, troubleshoot issues, assist with any investigation, enforce our terms of service and do anything required by law. After that, we’ll destroy or anonymise your data so that it can no longer be associated with you.

  10. Use of service by children (under 13)

    This service is not for use by individuals under the age of 13. We do not knowingly collect data relating to children.

  11. International Transfer

    While Tailster is registered in the UK, we may use third party services that are located in other countries. Whenever your data is transferred outside the UK, we ensure your data is protected and that we comply with applicable data protection laws.

  12. Automated decision-making and profiling

    We do not use systems that make a decision solely by automated means without any human involvement. We feel that a human should have input, ideally at the final step to prevent any outcome that could adversely affect an individual.

    We do use automated systems to augment the data presented to the human members of the team.

    Your personal data may be used to create a profile of similar users, for example Cockapoo owners or users in London with cats called Mr. Bigglesworth.

  13. Updates to this Privacy Policy

    Since the GDPR is new, there is no case law and the ICO are still updating their guidance. Over the coming weeks and months, we expect clarifications on how to apply the articles of the regulation. This will result in minor changes to the Service and this policy. We strongly recommend that you periodically re-read this Privacy Policy to see if there have been any changes that may affect you.

  14. Your legal rights

    If you are a resident of the European Union then the GDPR applies to you.

    Your rights under the regulations are outlined below:

    1. The right to be informed
    2. The right of access
    3. The right to rectification
    4. The right to erasure
    5. The right to restrict processing
    6. The right to data portability
    7. The right to object
    8. Rights in relation to automated decision making and profiling.

    There is an in-depth explanation available here - https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/individual-rights/

    If you would like to exercise any of the rights listed above please contact us in the first instance. However, you have the right to make a complaint at any time to a supervisory authority for data protection matters. In the UK, this would be the UK Information Commissioner’s Office (https://ico.org.uk/). If you live in another European Union country, you may contact to the supervisory authority for that country.

  15. Contact us

    If you have any questions about this policy or your data you can email us at info@tailster.com or you can write to us at:

    Tailster
    6th Floor
    233 High Holborn
    London
    WC1V 7DN

    If you have questions about Tailster, the service, how to become a pet carer/dog sitter/dog walker please see our FAQs