Petail Privacy Policy

1. Controller

Petail is operated and provided by ENEX, MB, legal entity code 307583569, registered office at Siladzio g. 40, LT-77111 Siauliai, Lithuania. Contact: info@enex.lt.

Account and data deletion

Delete your account while signed in to Petail: Account → Settings → Permanently delete account. If you no longer have access to the app, email info@enex.lt from the address used for your Petail account and request permanent account deletion.

When an account is deleted, access is terminated and personal data no longer needed for the Petail service is deleted or anonymised. ENEX, MB may retain only data that must be kept for accounting, tax, DAC7 or other platform reporting, fraud prevention, legal claims or other statutory obligations, and only for the applicable retention period. Deleted data may remain in isolated backups until scheduled overwrite.

To request deletion of specific personal data without deleting the account, email info@enex.lt. Requests are fulfilled to the extent permitted by applicable law and mandatory retention duties.

2. Data categories

• account, contact, language, role and verification data;
• authentication, session, security and audit data;
• pet profiles, photos, Petail ID, care, behaviour and health information linked to an owner;
• carer profile, private address, approximate public area, services, availability, capacity and checks;
• booking, message, notification, review, incident and support data;
• technical security logs, browser information and push subscription identifiers;
• legal acceptance evidence: user, document, version, action, locale and time.

Petail assistant

If you choose to use the Petail assistant, your question, selected language, current Petail section identifier, platform and app version, a short context from the currently open conversation, and a pseudonymous safety identifier are sent to OpenAI to generate a response through the ChatNEX integration operated by ENEX, MB. Petail and ChatNEX do not persist assistant conversation history: closing the assistant or app clears the local context, and the OpenAI request is sent with response-object storage disabled. OpenAI may process and retain data for a limited period under its API data-control terms and applicable legal requirements. Do not enter passwords, payment-card data, identity documents or unnecessary sensitive personal data.

The assistant explains Petail features, helps select the relevant section and offers clearly labelled navigation actions. It does not itself make a booking or payment, perform identity checks, approve an account or carer, or make decisions with legal or similarly significant effects.

App advertising measurement

The Petail iOS and Android apps use Facebook SDK App Events provided by Meta Platforms Ireland Limited. It sends limited app-install, app-launch and technical events, such as the app version, operating system and event time, to measure Petail app-ad results and optimise install campaigns.

Advertising-device identifier collection is disabled for this integration, so Petail does not request Apple App Tracking Transparency permission because of it. We do not send Meta Petail account, pet, booking, message or precise-location data through this integration. Processing is based on the legitimate interest of measuring Petail advertising effectiveness without individual advertising profiling; you may object by emailing info@enex.lt.

3. Purposes and legal bases

We process data to perform the Petail contract (GDPR Article 6(1)(b)), comply with law (6(1)(c)), protect legitimate interests in safety, fraud prevention, audits and legal claims (6(1)(f)), protect vital interests in exceptional emergencies (6(1)(d)), and on consent for optional direct marketing or other clearly optional functions (6(1)(a)). Consent may be withdrawn at any time.

Pet health information is not automatically special-category human data, but may contain personal data about owners, veterinarians or others and should be limited to what care requires.

4. Identity and biometrics

A carer identity flow will only start after a specific verification provider is contracted and named. Before the check, Petail will show the provider, data, retention, transfers and alternatives. Any biometric unique-identification processing requires an appropriate GDPR Articles 6 and 9 condition and a data protection impact assessment; general acceptance of these policies is not hidden biometric consent.

5. Visibility, recipients and transfers

Only user-selected Petail ID information and approved carer profile data are public. Exact carer addresses and coordinates are private. Infrastructure, email, push, mapping, security, support and future payment or identity providers process only necessary data under contract. Authorities may receive data where lawfully required.

Transfers outside the EEA use an adequacy decision, Standard Contractual Clauses or another GDPR Chapter V safeguard. The policy will identify material processors before their production use.

6. Retention

Account and contract data is retained while the account is active and as needed for the service. Booking, accounting and legal evidence follows statutory and limitation periods. Security logs follow risk-based technical rotation and are kept no longer than necessary. Deleted data may remain in isolated backups until planned overwrite. A dispute, fraud investigation or lawful order may justify a limited hold.

7. Rights

You may request access, rectification, erasure, restriction, portability, object to legitimate-interest processing, withdraw consent, and where applicable obtain human review of a solely automated significant decision. You may complain to the Lithuanian State Data Protection Inspectorate or a court. Contact info@enex.lt to exercise rights.

8. Security, children and changes

Petail uses access controls, password hashing, protected sessions, minimisation, audit and backups. Petail is not intended for children to enter independent care transactions. Petail currently makes no solely automated decisions with legal or similarly significant effects. Material policy changes will be communicated and a new consent requested where a new purpose relies on consent.