Privacy Policy

This Policy describes how the StayWise Admin application processes personal data, in compliance with Brazil's General Data Protection Law (LGPD, Law No. 13,709/2018) and the European Union's General Data Protection Regulation (GDPR).

1. Controller and Data Protection Officer

The controller of the data processed for the operation of StayWise Admin is Guilherme Pinzegher Ramos, an individual, acting as controller until the legal entity is incorporated. Full identification details (tax ID and address) can be requested via the email below.

The Data Protection Officer (LGPD, art. 41) is Guilherme Pinzegher Ramos, who can be contacted at privacidade@staywise.pet.

2. Data we collect

• Account data: name, email, username and, when you use social login, Google and Apple identifiers. Passwords are stored only in protected (hashed) form.
• Authentication and security: sessions, tokens and, if enabled, multi-factor authentication (MFA) secrets.
• Subscription data: status, plan and billing cycle of the subscription, received from the Apple App Store and Google Play (in-app purchases) and from Stripe (card and Pix in the web dashboard). We do not collect or store card data — payment is processed by the provider.
• Data you enter (about the business): customer, pet, booking, photo and operational record information. For this data, you are the controller and we are the processor (see section 9).
• Data arriving from the marketplace: when the business is listed on staywise.pet, we process the public profile you build and, in marketplace conversations and bookings, the pet owner’s and the animal’s data — contact details, care instructions, the animal’s health information, messages and photos. We collect this data from the pet owner and deliver it to you; see section 10.
• Usage and diagnostic data: technical logs and error reports for stability and security.
• Essential cookies: on the web panel we use a session cookie to keep you signed in. We do not use advertising cookies or third-party tracking.

3. Purposes and legal bases

• Provide and maintain the service (authentication, features, support) — performance of a contract.
• Process subscriptions and control access to paid features — performance of a contract.
• Security, fraud prevention and service improvement — legitimate interest, balanced against your rights.
• Comply with legal obligations (for example, keeping tax records) — legal obligation.

4. Sharing and processors (sub-processors)

We do not sell personal data. We share data only with providers that support our operation, under contract and instructions:

• Apple and Google Play — processing of subscriptions purchased inside the apps.
• Stripe — card and Pix payment processing in the web dashboard.
• Resend — transactional e-mail delivery (account confirmation, notifications, password reset).
• Google — social login authentication (OAuth).
• MongoDB Atlas — database (hosted in the European Union, Frankfurt).
• Cloudflare R2 — media storage (photos).
• Google Cloud (Cloud Run, europe-west1 region) — API hosting.
• Vercel — hosting of the web dashboard.
• Sentry — error and stability monitoring.

We may also disclose data when required by law or to protect rights, security and the integrity of the service.

5. International transfers and data residency

The main infrastructure is kept in the European Union. Where an international transfer occurs (for example, to sub-processors), it is carried out with appropriate safeguards provided for under the LGPD and the GDPR (such as standard contractual clauses).

6. Retention and deletion

We keep personal data while the account is active and for as long as necessary for the purposes above. When you request account deletion in the app, the account is deactivated immediately and your personal data is anonymized after a 15-day grace period (protection against accidental deletion and fraud). Records the law requires us to keep — for example, tax records — may be retained for the legal period, unlinked from the account. You can export your data from the app at any time.

• Account data (name, email, login identifiers, MFA secrets): kept while the account is active; anonymized within 15 days after the deletion request.
• Financial records (receipts): retained for the period required by applicable tax law, unlinked from the account.
• Security and audit logs: kept for a limited period, for security and legal compliance.

7. Your rights

Under the LGPD and the GDPR, you may request: confirmation of and access to your data; correction; anonymization or deletion; restriction of processing; portability; information about sharing; withdrawal of consent; and objection to certain processing. We do not make decisions based solely on automated processing with significant effects on you. To exercise:

• Account deletion and data export: directly in the app (Settings → Profile).
• Other requests: privacidade@staywise.pet.

You may also lodge a complaint with the competent authority (the ANPD in Brazil; the applicable data protection authority in the EU).

8. Security

Among the technical and organizational measures we adopt:

• encryption in transit (HTTPS/TLS);
• encryption at rest in the database and media storage;
• passwords stored with hashing (bcrypt), never in plain text;
• sensitive fields (social login tokens, MFA secrets) encrypted in the database;
• multi-factor authentication (MFA) available and role-based access control, with audit logs;
• periodic secret rotation and error and security monitoring.

No method is 100% infallible, but we work continuously to mitigate risks. In the event of a security incident involving personal data, we will notify the competent authority (in Brazil, the ANPD) and, where there is high risk to data subjects, the data subjects themselves, within the legal deadlines.

9. Business customer data (processor)

For the customer and pet data you register, the business is the controller and StayWise is the processor, handling it according to your instructions. Requests from data subjects of this data should be directed to the responsible business; we may assist in handling them as per the contract.

10. Marketplace: public profile and data arriving from pet owners

If you list the business on the marketplace (staywise.pet), the profile you build — including photos, amenities, pet policy, availability and the approximate area of your address — is published publicly on the website and in the apps for pet owners. The exact address and private contact details do not appear in the listing: they are released to the pet owner only after a quote is accepted.

In the other direction, StayWise collects the pet owner’s and the animal’s data directly from the pet owner on the marketplace, and is the controller of that processing until acceptance, under the policy published at staywise.pet/docs/privacy. On acceptance we deliver into your account the data the booking requires — the owner’s contact details, the pet’s data, care instructions, the conversation history and any photos sent.

Exception: for Pet Taxi, the quote request already includes the pick-up and drop-off address of each ride, so that you can work out the route and the km. Only these two addresses arrive before acceptance; the pet owner’s address and other contact details still arrive only on acceptance. If the request is rejected, expires or is cancelled before acceptance, the pick-up and drop-off addresses are removed from the quote, and only the times and the km remain.

From that delivery onwards, you are the controller of your copy and StayWise returns to the processor role, exactly as in section 9. The two roles coexist: the same data is processed by us as controller on the marketplace and as processor in your StayWise Admin — at different moments and on different legal bases.

This has two practical consequences for you:

• data-subject requests about what your business recorded (access, correction, deletion) are directed to you, even where the data arrived through the marketplace — we assist as contracted;
• deleting the pet owner’s marketplace account does not erase the records in your copy; applying the retention your activity requires, and the applicable rules, is yours to do.

When a pet owner deletes their marketplace account, you keep the bookings, the pets, the care details, the payments and the conversation with them, as proof of what was agreed and to perform and defend the contract. A customer record your team created stays as it is and only loses its link to the account. A record created on the marketplace, when a quote was accepted, loses the pet owner’s name and contact details (e-mail, phone, address, emergency contacts and photo) once the bookings with them end, and is archived; until then those details stay, so that you can deliver what was booked. Your team can still read the conversation but cannot reply, and StayWise, as processor, keeps it for 24 months after it becomes read-only; after that, the conversation is deleted.

Unpublishing the profile stops the listing from being shown, but does not affect bookings already accepted or records already in your account.

11. Linked customers: booking history in the customer’s account

Besides quote acceptance (section 10) and invitation, a customer record can be linked automatically to the account the customer holds on the marketplace, when the email address in the record is the same as that account’s verified email address. To do this, StayWise compares the email addresses in customer records with marketplace accounts, always starting from each account’s own verified address. Archived records are not linked automatically. Because the email in the record is what creates the link, it must be the customer’s own address, as the Terms of Use require.

Once linked, the customer sees in their account the bookings in that record from the moment the quote is sent, including bookings made before the link: dates, services with line values, pets, status, totals, payment status and amounts, and the cancellation and rejection reasons. Drafts not yet sent, internal notes, descriptions and data about your staff are never shown.

For the data in your customer records StayWise remains your processor (section 9): it is on your instruction, given by using the service under the Terms of Use, that it shows the bookings to the linked customer and delivers a copy of them to the customer’s account. That copy is part of the customer’s marketplace account, of which StayWise is the controller, as in section 10. It remains in the customer’s account even if you delete or anonymise the record, unlink the account or close your account, and it is removed only when the customer deletes their account. Data-subject requests about your records remain directed to you (section 9); requests about the copy in the marketplace account go to StayWise.

You can unlink the account at any time in the customer record; unlinking stops the copy from being updated. After any unlink, StayWise keeps a minimal record (the customer’s account identifier, your business identifier, the date and who unlinked), with no email address and no customer record identifier, only so that the automatic link is not made again. This record is kept on the basis of legitimate interest and deleted when the customer deletes their account or is linked again through quote acceptance or invitation.

12. Children

StayWise Admin is intended for professional use by adults and is not directed to anyone under 18. We do not knowingly collect children's data.

13. Changes

We may update this Policy. Material changes will be communicated by reasonable means, and the "last updated" date will be revised.

14. Contact

Questions about privacy or to exercise your rights: privacidade@staywise.pet.