NESTR PETS – PRIVACY POLICY
This privacy policy applies to Nestr Pets LTD (Company Number: 17091543) (we, us or our). We are committed to protecting your privacy. This policy explains how we collect, use and share your personal data. This policy explains how we collect, use and share your personal data when you use our website and web application (our platform), contact us or otherwise interact with us.
Information we collect
Identity and contact details
Name, address, email address and phone number
Professional details
Identity verification information
Information contained on your government-issued ID (such as your name, date of birth, address and ID document number), collected as part of our user verification process
Account and profile information
Username and login credentials
Service related information
Details of bookings made through our platform
Your communications with us, including support requests and complaints
Your preferences for our services and your marketing preferences and where relevant information related to loyalty programmes
Financial and payment information
Transaction records for bookings made through our platform. Payment card and banking details are collected and processed directly by our payment processor, [Stripe]. We do not store your payment card details.
Digital information
IP address and general location information derived from your IP address
Search and browsing behaviour and user journeys on our platform
Website usage patterns
Cookie preferences and tracking
Recordings
Call recordings
Records of meetings and decisions
Professional information (for job applicants and workers)
Employment history
Professional experience
Required authorisations and licences
Professional registrations
Information about your right to work in the UK
Information from social sign-on (if applicable)
If you choose to register or log in using a third-party account (such as Google or Facebook), we will receive certain information from that provider based on your privacy settings with them, such as your name, email address and profile picture. See the section below headed "When you sign in with another account" for more information.
How we collect personal data
Directly from you when you: when you interact with us, contact us, fill out forms.
Automatically when you: visit our website, use our technologies, interact with our online services.
From third parties: service providers, business partners, previous employers, government organisations and organisations or people authorised by you.
From publicly available sources: such as Companies House and professional networking sites such as LinkedIn.
How we use your information
Data protection law requires us to have proper legal reasons for using your personal data. We can only use your information when we have one or more of these legal bases.
Consent - You have clearly agreed to us using your personal data for a specific purpose.
Performance of a contract - We need to use your information to fulfil a contract with you, or because you've asked us to do something before entering into a contract.
Legal duty - We must use your information to comply with the law.
Vital interests - We need to use your information to protect someone's life.
Public interest - We need to use your information to perform a task in the public interest or carry out official functions that have a clear legal basis.
Legitimate interests - We have a genuine business reason to use your information, or a third party does, but only if this doesn't unfairly override your rights and interests. Where we rely on legitimate interests as our legal basis, we have conducted balancing tests to ensure our interests do not override your fundamental rights and freedoms. These assessments consider:
The nature of our legitimate interest
The impact on you
Any safeguards we can implement
Your reasonable expectations
The broader context of our relationship
Note that we may process your personal data for more than one legal basis depending on the specific purpose for which we are using your data. We have listed the reasons we process your data and the legal basis below. Please reach out to us if you need further details about the specific legal basis we are relying on to process your personal data.
Managing your account and providing our services
What we use your information for:
To enable you to access and use our software, including providing login credentials
To provide our services to you, including dispatch and delivery of products, event registration, appointment management
To contact and communicate with you about our services, including responding to support requests and enquiries and for dealing with complaints or claims
Internal record keeping, administrative, invoicing and billing purposes
Legal basis for using this information:
Performance of a Contract
Legal Duty (for billing and record-keeping requirements)
Legitimate interests
Types of information we use:
Identity and contact details
Service related information
Financial Information
Digital information
User verification
What we use your information for:
To verify your identity before you can offer pet-sitting or cat-sitting services through our platform, including by reviewing your government-issued ID
Legal basis for using this information:
Performance of a Contract
Legitimate interests (to protect the safety of our users and their pets)
Types of information we use:
Identity and contact details
Identity verification information
Website enquiries and customer service
What we use your information for:
To contact and communicate with you about any enquiries you make with us via our website
Legal basis for using this information:
Legitimate interests
Types of information we use:
Identity and Contact Data
Digital Information
Ratings, reviews and search ranking
What we use your information for:
To display ratings and reviews on user profiles following completed bookings
To determine the order in which user profiles appear in search results on our platform, based on ratings and other relevant factors
Legal basis for using this information:
Performance of a Contract
Legitimate interests (to help users make informed choices and to maintain the quality of our platform)
Types of information we use:
Identity and contact details
Service-related information (including ratings and reviews)
Business improvement and development
What we use your information for:
Analytics including profiling on our website
Market research and business development
To operate and improve our services, associated applications and associated social media platforms
Legal basis for using this information:
Legitimate interests
Types of information we use:
Digital Information
Marketing and communications
What we use your information for:
To send you promotional information about our events and experiences and information that we consider may be of interest to you
To run promotions, competitions and offer additional benefits to you
Legal basis for using this information:
Legitimate interests
Types of information we use:
Identity and Contact Data
Digital Information
Recruitment and employment purposes
What we use your information for:
To consider your application if you have applied to work with us and to keep you up to date with its progress
In relation to self-declared disabilities in order for us to make a reasonable adjustments to support your application and any possible future employment
In relation to any diversity or equal opportunities monitoring questionnaire data, to monitor and report on our equality and diversity composition and ensure fairness in the recruitment process
In relation to any right to work information we collect, in order to ensure we comply with the law in employing you
To keep you updated on any other suitable vacancies
Legal basis for using this information:
Legitimate interests
Legal Duty
Consent
Performance of a Contract
Types of information we use:
Identity and Contact Data
Professional Data
Legal compliance
What we use your information for:
Comply with our legal obligations or if otherwise required or authorised by law
Legal basis for using this information:
Legal Duty
Types of information we use:
All relevant Personal Data
Automated decision making and profiling
We may use automated processes on our platform, including to determine the order in which user profiles appear in search results based on ratings and other factors. This means that your profile's visibility to other users may be affected by your rating on our platform.
You have the right not to be subject to decisions based solely on automated processing where those decisions produce legal effects or similarly significantly affect you. Where we use automated decision-making that may significantly affect you, we will:
Inform you of the logic involved
Explain the significance and envisaged consequences
Provide you with the right to human review of the decision
Allow you to express your point of view
Enable you to contest the decision
If you have any concerns about how automated processes have affected your profile or account, please contact us using the details at the end of this policy.
Our disclosures of personal data to third parties
We may disclose personal data to:
Service providers
IT service providers including [insert]
Data storage providers including [insert]
Web hosting and server providers
Payment processors including [insert]
Marketing and advertising providers
Analytics providers
Professional advisers
Bankers
Auditors
Insurers and insurance brokers
Legal advisers
Business partners
Our existing or potential agents
Our business partners or contractors
Corporate transactions
If we merge with or are acquired by another company, or sell our business assets:
Your information may be disclosed to our advisers
Your information may be disclosed to the potential purchaser's advisers
Your information may be included in the transferred assets
Legal and regulatory bodies
Courts and tribunals
Regulatory authorities including as required for reporting obligations
Law enforcement officers
Other parties
Third parties you have authorised
Emergency services when necessary
Any other parties as required or permitted by law
Overseas transfers
Where we store and access your information
We store your personal data in the United Kingdom. However, your information may be transferred to locations outside the United Kingdom in these circumstances:
When our service providers are located overseas
When we work with overseas business partners
When using cloud-based services or data storage solutions
When required by law or legal proceedings
Our approach to overseas transfers
When we transfer your personal data outside the United Kingdom, we ensure it receives appropriate protection by:
Only transferring your information to countries that UK data protection law recognises as providing adequate protection for personal data, or
Putting in place a contract with the third party that means they must protect personal data to the same standards as the UK.
Transferring personal data to organisations that are part of specific agreements on cross-border data transfers with the UK.
What this means for you
We only transfer the minimum amount of personal data necessary and require all recipients to:
Protect your information to the same standards required by UK law
Use your information only for the purposes we've agreed
Allow us to monitor how they handle your information
Provide you with the same rights over your information that you have under UK law
Children’s Personal Data
Our platform is intended for use by adults aged 18 and over. We do not knowingly collect or process personal data from children under 13 years of age without appropriate parental or guardian consent.
If you are under 13, please do not provide personal data to us without first asking your parent or guardian for permission.
If we become aware that we have collected personal data from a child under 13 without verified parental consent, we will take steps to delete that information as quickly as possible.
Parents and guardians have the right to:
Review any personal data we hold about their child
Request correction or deletion of their child's personal data
Refuse or withdraw consent for further collection or use of their child's data
Contact us with any concerns about their child's privacy
If you are a parent or guardian and believe your child has provided us with personal data without your consent, please contact us immediately using the details provided in this policy.
Data retention
How long we keep your information
We only keep your personal data for as long as we need it to:
Provide our services to you
Meet our legal, tax, accounting or regulatory obligations
Handle any complaints or legal issues that may arise
We may keep your information for longer periods if:
You make a complaint that we need to investigate or respond to
We reasonably believe legal action involving our relationship with you might occur
The law requires us to keep it for specific timeframes
How we decide retention periods
When determining how long to keep your information, we consider:
How much information we have and how sensitive it is
The risk of harm if the information was accessed without permission
Whether we can achieve our purposes in other ways
What legal, regulatory, tax or accounting rules require
The nature of our relationship with you and the services we provide
What happens when we no longer need your information
Once we no longer need your personal data, we will securely delete or destroy it in accordance with our data retention policies and legal requirements.
Your Rights
You can request information about retention periods for your data and ask for early deletion where legally possible.
Your privacy rights and choices
Providing information
You can choose whether to provide personal data to us, however, if you don't provide certain information, we may not be able to provide some services. Let us know if you don’t want to provide information and we will let you know when information is required versus optional.
Right of Access
You have the right to ask us for copies of your personal data. You can request other information such as details about where we get personal data from and who we share personal data with. There are some exemptions which means you may not receive all the information you ask for.
Right to Rectification
You have the right to ask us to correct or delete personal data you think is inaccurate or incomplete.
Right to Erasure (“Right to be forgotten”)
You can request deletion of your personal data in certain limited circumstances as set out in data protection law, such as where the data is no longer necessary or has been unlawfully processed. This right is not absolute and we may be required or entitled to retain your data for legal, regulatory or legitimate business reasons.
Right to Restrict Processing
You can ask us to suspend processing where:
You contest the accuracy of the data
Processing is unlawful but you don't want erasure
We no longer need the data but you need it for legal claims
You've objected to processing pending verification of our legitimate grounds
Right to opt-out of marketing communications
You can opt-out of receiving marketing communications at any time. Each marketing communication will include an unsubscribe option. You can change your marketing preferences by contacting us. We will process your request as soon as practicable.
Right to Data Portability
Where technically feasible, you can receive your personal data in a structured, commonly used format or have it transmitted to another controller where:
Processing is based on consent or contract
Processing is automated
Right to Object
You can object to processing based on legitimate interests or for direct marketing purposes. We will stop processing unless we can demonstrate compelling legitimate grounds.
Right to Withdraw Consent
Where processing is based on consent, you can withdraw it at any time without affecting the lawfulness of prior processing.
How to Exercise Your Rights
To exercise any of these rights, contact us using the details below. We may ask for proof of identity and will respond within one month (extendable to three months for complex requests).
These rights are available under data protection law, though some may not apply in every situation. We'll let you know if any limitations apply when you make a request.
Making a complaint
If you're unhappy with how we've used your personal data, please get in touch with us first using the contact details at the end of this policy. When you contact us:
Give us full details about your complaint and we will acknowledge your complaint within 30 days of receiving it (starting the day after we receive it). We will usually respond using the same method you used to contact us, unless you ask us to use a different method. If you contact us through social media, we will ask for an alternative secure contact method.
We will investigate your complaint without undue delay. We will begin investigating as soon as we receive your complaint. We will review all relevant facts, speak to relevant staff, and check that we have followed our own policies and standards. The time this takes depends on the complexity and scale of the issue and any harm you are suffering.
We may contact you for more information if we are not sure what your complaint is about or to ask what outcome you are looking for. This helps us resolve your complaint more quickly.
We will keep you updated on progress throughout our investigation. We will provide you with updates on timeframes, explain any delays, give you an expected completion date, and provide a point of contact for any questions.
If you are not satisfied with our response to your complaint, you can also make a complaint directly to the Information Commissioner's Office (ICO), the UK's data protection regulator, at any time.
The ICO’s address:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Helpline number: 0303 123 1113
Website: https://www.ico.org.uk/make-a-complaint
You don't have to contact us first before going to the ICO, but we'd appreciate the opportunity to try to resolve your concerns directly with you.
Protecting your information
We use multiple layers of security to protect your information.
Technical safeguards
Enterprise-grade encryption for data storage and transmission
Regular security testing and monitoring
Automated threat detection systems
Operational security
Staff training on security and privacy
Strict access controls based on job requirements
Regular security audits and incident response procedures testing
Physical security
Secure premises with controlled access
Secure disposal of physical documents
Equipment security protocols
Public information
Please note that any information you choose to share publicly on online platforms (such as comments or reviews) can be accessed and used by others. We cannot control or protect information that you make publicly available.
Cookies and analytics
Cookies and pixels
We use cookies and similar tracking technologies on our website to enhance your browsing experience and improve our services.
What are cookies?
Cookies are small text files that are stored on your device when you visit our website. They help us remember your preferences and understand how you use our site.
Types of cookies we use
Essential cookies: Necessary for the website to function properly
Performance cookies: Help us understand how visitors interact with our website
Functionality cookies: Remember your preferences and settings
Marketing cookies: Used to deliver relevant advertisements and track campaign effectiveness
Cookie consent
When you first visit our website, you will see a cookie notice explaining our use of cookies. You can choose which types of cookies to accept through our cookie preference centre. You’ll find more information about the cookies we use in our cookie pop-up.
Managing your preferences
You can change your cookie preferences at any time by:
Using our cookie preference centre on the website
Adjusting your browser settings to refuse or delete cookies
Visiting our cookie policy for detailed information about specific cookies
Please note that disabling certain cookies may affect the functionality of our website and your user experience.
[Google Analytics
We use Google Analytics to understand how people use our website. This involves cookies that collect information about your browsing activity. You can opt out of Google's advertising features through your Google account settings, browser add-ons, or your device's privacy settings. Google provides various tools and options to control how your data is used for advertising purposes. You can learn more about how Google uses your data and your available options on Google's privacy pages.
Meta advertising tools
We use Meta's advertising tools (such as Meta Pixel) to understand how our ads perform and to show you more relevant advertisements on Meta platforms like Facebook and Instagram when you visit our website or app. You can manage whether we connect information from our website with your Meta account for advertising purposes by adjusting your settings within your Meta account preferences.]
When you sign in with another account (like Facebook or Google)
What we collect
When you use single sign-on to connect with us, we'll receive personal data from that provider based on your privacy settings with them. This may include your name, username, profile picture, and other details you've chosen to share.
How we use it
We use this information to create your profile on our platform and give you access to our services.
Your rights
If you connected through Facebook, you can ask us to delete the personal data we received from Facebook. To do this, email us at our email below and tell us what information you'd like deleted. If we can't delete certain information, we'll explain why.
Artificial Intelligence (AI) Technologies
Overview
We use artificial intelligence and machine learning technologies in our business operations and services, including AI tools provided by third parties. We only use these technologies when legally permitted and necessary for our business.
How we use AI
We may use AI technologies to:
Conduct analysis and data processing
Generate and modify content and coding
Improve and optimise our services and operations
Automate routine tasks and communications
Personalise your experience with our services
Support quality assurance processes
Assist with customer support and queries
Data protection and security
When we work with third-party AI providers, we ensure they handle your personal data in accordance with privacy laws through contractual requirements and appropriate safeguards.
Your rights and our commitments
Any information generated or inferred about you by AI technologies is treated as personal data, and you maintain all the rights outlined in this privacy policy. When using AI with your personal data, we commit to:
Transparency and control
We'll inform you when AI is used to make decisions that may significantly affect you
We maintain human oversight and review of significant AI-generated decisions
Our staff are trained to understand AI limitations and verify outputs before relying on them
We implement processes to verify the accuracy of AI-generated outputs
Security
We use appropriate technical and organisational measures to maintain the security and integrity of your personal data
We regularly test and monitor AI outputs for accuracy and reliability
Risk mitigation
We regularly assess and document risks associated with using AI to process personal data
We implement appropriate measures to address these risks
We continuously monitor AI performance and regularly review their impact
Amendments
We may update this policy at any time by posting the revised version on our website. We recommend that you review our website regularly to stay current with any policy changes.
Our contact details
Privacy contact email: hello@nestrpets.com
Last update: 30 June 2026
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