Privacy Policy

Your account

• Your name, email address and password. The password is handled by our authentication provider and we never see it in plain text.
• When you sign up we email you a 6-digit code. Until you enter it, we hold only your email address, name and a scrambled copy of the code — not your password — and the code expires after 15 minutes.
• Optionally, a profile photo and a phone number.

Your home and building

• The building you link to and your unit number, so your building's managers can see which pets live where.
• If you allow it, your device location, saved to your profile so nearby pet services can be sorted by distance. You can also attach your location to an incident or city report by tapping “use my location”.

Your pets

• Pet profiles: name, species, breed, sex, date of birth, colour, weight, photos, allergies, conditions, medications and behavioural notes.
• Health records: vaccinations, documents you upload (such as licences, insurance and vet records), emergency contacts and your vet's details.
• A care log of meals, walks, medication and other entries you record, and reminders you set.

Things you report or request

• Incident reports, including the description, location and any photos or videos you attach as evidence. You can report without an account; a report made without signing in is not linked to a profile.
• City (municipal) reports about animals, with the description, postal code and location you give.
• Accommodation requests (for example for an emotional support or service animal) and the supporting documents you attach, such as a letter from a health professional.
• Bylaw cases, warnings, fines, disputes and appeals that involve you or your pets.

Community and services

• Community posts, comments, photos, lost-and-found notices and events you create.
• Bookings you make with pet businesses and clinics, and reviews you leave.
• If you run a business or clinic on Pet10x: your business details, locations, staff, services, schedule, customers and patients you record, invoices and verification requests.

The AI assistant

• The questions you ask, the answers, and any photos you attach. Before you first use it we ask for your consent and record when you gave it.
• To make answers fit your animal, your question is sent with the selected pet's chart, vaccinations, medications and care log.

Technical information

• Sign-in cookies that keep you signed in, and small settings stored in your browser (for example which pet or clinic you last selected).
• Anonymous page-view analytics from our hosting provider.
• Records of significant actions (for example a manager deciding a case, or a first responder opening a building's emergency directory), kept for accountability.

• To run your account and the features you use: pet profiles, care tracking, reminders, bookings, community and the assistant.
• To let your building's managers keep the pet registry, check compliance with building rules, handle incidents and decide accommodation requests.
• To give first responders what they need in an emergency at your building.
• To send you service emails: sign-up codes, welcome and invitation emails, password resets and requests from your building.
• To keep Pet10x secure, prevent abuse and keep records we are required to keep.

We do not sell your personal information, and we do not use it for advertising.

• Building managers of a building you link to can see your name, unit, your pets and their records, incident reports and bylaw cases involving you or your pets, and accommodation requests you send them with their documents. They cannot see your AI assistant conversations.
• Your neighbours in a linked building can see what you post to its community: posts, comments, photos, lost-and-found notices and events.
• Vets and clinics you share with.When you share a pet's records with a verified clinic, its clinical staff can read what you shared until you stop sharing, and the clinic can send records back to your pet's profile. In an emergency a verified clinic can open a limited emergency view of a pet — name, species, breed, sex, age, colour, weight, allergies, conditions, medications and the owner's name and phone — only by giving a reason; each use is logged and you are notified straight away.
• Businesses you book see your name and the booking details you give them.
• First responderswith a valid emergency QR code issued by your building see, for each unit, the pets' names, species, whether they are home, handling notes and one emergency phone number. They do not see your name or your pets' medical history. Each view is logged.
• Pet10x administrators can access data to operate the service, verify businesses and respond to support requests.
• Anyone we are legally required to disclose information to.

We use these providers to run Pet10x. They process information on our behalf and only for that purpose:

• Supabase — database, sign-in and file storage.
• Vercel — website hosting and anonymous page-view analytics.
• Resend — sending email.
• Groq — running the AI assistant's language and image models.

Some of these providers store or process information outside British Columbia and outside Canada, including in the United States, where it may be subject to the laws of that country.

• AI assistant photos are deleted automatically 7 days after they are attached, and at once if you delete the conversation. Deleting a conversation deletes its messages and its title; we keep only the fact that a conversation was started, and when, for usage counts.
• Incident evidenceuploaded for a report that is never submitted is deleted after 24 hours. Evidence on a submitted report is kept with the report as part of the building's record.
• Accommodation documents attached to a request that is never sent are deleted after 24 hours. Once a request is decided or withdrawn, the document file is deleted 400 days later; the record that a document was provided and checked is kept.
• Unverified sign-ups stop working when the 15-minute code expires, and are deleted by a daily sweep.
• Everything else is kept while your account is open, and removed when you delete it.

Export.In the app, go to Profile › Privacy & data › Export my data to download a file with your profile, your pets (including removed pets) with their vaccinations, documents and emergency contacts, your care log and your building links. For anything not in the file, email us.

Delete.Profile › Privacy & data › Delete account removes your account, your pets and their records, any business you own, your building links, and the files you uploaded: pet photos and documents, your profile photo, accommodation documents, community images and incident evidence. Records other people rely on — a closed bylaw case or fine, an incident report you filed, a booking, a decision you made as a manager — are kept without your name. While a bylaw case about you is still open or a fine is owed, or your business has bookings still to answer, other staff or clinic patient records, the app will tell you what needs closing or transferring first.

You can stop sharing a pet's records with a clinic at any time from My vets & sharing, delete an AI conversation, or simply stop using the assistant.

You have the right to:

• know what personal information we hold about you and how it has been used and disclosed;
• ask us to correct information that is inaccurate or incomplete;
• withdraw your consent, subject to legal or contractual limits — some features cannot work without the information they rely on;
• complain about how we handle your information.

Send requests to support@pet10x.com. We will respond within 30 days. If you are not satisfied with our answer, you can complain to the Office of the Privacy Commissioner of Canada or the Office of the Information and Privacy Commissioner for British Columbia.

Access to information is restricted by role at the database level: residents, managers, clinic staff and businesses can each read only what their role and relationship allow. Incident evidence, accommodation documents and AI assistant photos are stored privately and opened only through short-lived links. No system is perfectly secure; if a breach creates a real risk of significant harm we will notify you and the regulators as the law requires.

Pet10x is not intended for children under 13, and we do not knowingly collect their information.

We will update this page when what we collect or how we use it changes, and change the date at the top. Questions or requests: support@pet10x.com. See also our Terms of Service.