Privacy policy

This policy explains how personal data is handled in Trusthound, the booking, payments and care records software for dog businesses. It covers the Trusthound website, the web dashboard and the Trusthound apps for iPhone and Android.

Who we are

Trusthound is provided by Flavoureak UK Ltd, a company registered in England and Wales (company number 16410737, registered office 167-169 Great Portland Street, 5th Floor, London, W1W 5PF). In this policy, "we" and "us" mean Flavoureak UK Ltd.

You can contact us about privacy at woof@trusthoundapp.com.

Our two roles

We handle personal data in two different roles, and it matters which one applies.

We're the controller for the data we need to run Trusthound as a service: the accounts of the businesses that use it and their team members, billing, support conversations, and visits to this website. We decide how that data is used, and this policy explains it.

We're a processor for the data that businesses put into Trusthound about their own clients: dog owners' contact details, their dogs, bookings, care records, photos, walk routes and invoices. The business that you deal with is the controller for that data, and we only process it on their instructions under our agreement with them. If you're a dog owner and want to see, correct or delete your information, contact the business first. We'll help them respond.

What we collect as controller

• Account details: your name, email address, password (stored only as a secure hash), and, if you use them, your Apple or Google sign-in identifiers.
• Business details: business name, country, region, time zone, currency, tax settings, logo, licence details and team members.
• Billing: your plan and payment status. Card details are collected and held by Stripe, or by Apple or Google for in-app subscriptions. We never see your full card number.
• Usage and device data: log data such as IP address, browser or device type, app version and the actions taken, used to run, secure and fix the service.
• Communications: emails and messages you send us, and whether you open our product emails.

How and why we use it

AI-drafted notes. If a business turns on AI-drafted walk notes, the relevant details are sent to Amazon Bedrock, part of Amazon Web Services, to create a draft. The business checks and approves every draft before it's sent. Amazon Bedrock doesn't use this content to train its models.

We don't sell personal data, and we don't use it for targeted advertising.

Who we share it with

We use a small number of service providers (processors) to run Trusthound. Each one only gets the data it needs, under a contract that protects it.

We may also share data if the law requires it, to protect people's safety, or as part of a sale or reorganisation of our business, in which case this policy will continue to apply.

Where your data is kept

Trusthound's data is hosted by Amazon Web Services in London (AWS eu-west-2), including backups.

Some of our providers are based in, or access data from, other countries, mainly the United States. When personal data leaves the UK or the European Economic Area, we protect it with recognised safeguards: UK adequacy regulations or EU adequacy decisions (including the UK-US data bridge and the EU-US Data Privacy Framework where the provider is certified), or the UK International Data Transfer Agreement or Addendum and the EU Standard Contractual Clauses. You can ask us for details.

How long we keep it

• Account and business data: for as long as your account is open. After you close it, we delete or anonymise it within 90 days, except where we need to keep it longer.
• Financial records: for as long as tax and accounting law requires, usually six years in the UK.
• Clients' data and care records: according to the business's instructions and the retention rules set for their country. Some licence conditions require records to be kept for a minimum period.
• Backups: kept for up to 90 days, then deleted.
• Logs: kept for up to 90 days unless needed to investigate a security issue.

Your rights

Your rights depend on where you live. We'll respond within the time the law allows, usually one month, and we won't charge you unless a request is clearly unfounded or excessive. We may need to confirm your identity first.

UK and European Economic Area (UK GDPR and EU GDPR)

You have the right to access your data, to have it corrected, to have it erased, to restrict or object to how we use it, to data portability, and to withdraw consent where we rely on it. You can complain to the UK Information Commissioner's Office (ico.org.uk) or to the data protection authority in the EU country where you live or work. We'd appreciate the chance to put things right first.

We're appointing a representative in the European Union for data protection matters, and will name them here. Until then, people in the EU can contact us directly at woof@trusthoundapp.com.

California (CCPA, as amended by the CPRA)

Where the California Consumer Privacy Act applies, California residents have the right to know what personal information we collect and how we use it, to delete it, to correct it, and to opt out of its sale or sharing. We don't sell personal information or share it for cross-context behavioural advertising. We won't treat you differently for using your rights. You can use an authorised agent to make a request on your behalf.

Canada (PIPEDA)

You can access the personal information we hold about you, ask us to correct it, and challenge our compliance. If you're not satisfied with our response, you can complain to the Office of the Privacy Commissioner of Canada.

Australia (Privacy Act 1988)

We handle personal information in line with the Australian Privacy Principles. You can ask to access or correct your information. If you're unhappy with how we handle a complaint, you can contact the Office of the Australian Information Commissioner.

New Zealand (Privacy Act 2020)

You can ask to access and correct personal information we hold about you. If you're not satisfied with our response, you can complain to the Office of the Privacy Commissioner.

To use any of these rights, email woof@trusthoundapp.com. Business users can also export and delete data from their account settings.

Security

We protect data with encryption in transit and at rest, access controls, separation between businesses' data, audit logs for sensitive actions, and regular backups. No system is perfectly secure, so if we become aware of a breach that affects you, we'll tell you and the relevant regulators as the law requires.

Children

Trusthound is for businesses and adults. We don't knowingly collect data from children under 16 for our own purposes.

Cookies

Our cookie policy explains the cookies and browser storage the website uses.

Changes to this policy

We'll update this policy when our practices change, and tell business customers by email about significant changes.