Privacy policy

Last updated: 29 July 2026

Truffl Pets connects pet owners with vetted local carers in Sydney. This policy explains what personal information we collect, how we use it, who we share it with, and the choices and rights you have. It applies to our website, our mobile apps, and the services we provide through them.

1. Information we collect

We collect information you give us directly, information generated as you use Truffl, and a small amount of technical information from your device.

Account details

• Your name, email address, phone number and password when you register.
• Whether you are an owner or a carer, and your suburb or service area.
• For carers: profile information, the services you offer, availability, and the records we use for vetting (such as identity and background-check details).

Pet information

• Your pet's name, breed, age, temperament, routine, dietary and medical needs, and any notes you add to help a carer look after them.

Bookings, messages & photos

• Details of the bookings you make or accept, meet & greets, and check-ins.
• Messages you exchange with the other party through Truffl, and system messages we send you.
• Photos and updates a carer shares during a booking.

Payments

• Payments are processed by Stripe. Your card details go directly to Stripe and are never stored on, and never pass through, Truffl's systems.
• We keep a reference to your Stripe customer or payout account, and records of charges and refunds for your bookings.

Home access details (backup cover)

• If you choose to turn on backup cover, we collect your lockbox or key access location, its code, and any access notes — together with your explicit, timestamped consent for a Truffl backup to use them if your walker cancels.
• These details are stored separately from your booking data with restricted access, are only ever surfaced to Truffl when a covered walk is actually cancelled, and are deleted immediately if you turn backup cover off.

Location & GPS

• During a walk, the carer's app records GPS location so owners can follow along live and review the route afterwards. See Location & GPS below.
• We also store approximate (suburb-level) coordinates for carers and owners, derived from the suburb on your profile, so search can match carers to the areas they serve.

Technical & usage information

• Basic device and browser information, and how you use the site and apps, collected through analytics so we can keep Truffl working and improve it.

2. How we use your information

We use your information to:

• Create and manage your account and match owners with suitable carers.
• Enable and manage bookings, meet & greets, messaging, check-ins and live walk tracking.
• Vet carers and keep the Truffl community safe.
• Send you service messages — booking confirmations, updates, reminders and safety notices.
• Respond to your questions and handle any concerns or disputes.
• Understand how Truffl is used so we can improve it, keep it secure, and prevent misuse.
• Meet our legal obligations.

3. Location & GPS

Live location is central to how Truffl gives owners peace of mind. When a carer starts a walk, the carer's device shares its GPS location for the duration of that walk. This lets the owner see where their dog is in real time and review the route once the walk is finished.

• Location is collected from the carer's device only while a walk is active — not before it starts or after it ends.
• The route and distance are saved to the booking so the owner can view them afterwards.
• On mobile, the app will ask for location permission, and you can withdraw it at any time in your device settings. Withdrawing location permission may prevent live tracking from working.

4. Who we share your information with

We do not sell your personal information. We share it only where it is needed to provide the service:

• Between owners and carers. When you book or accept a booking, the other party sees the information they need to provide or receive care — for example a carer sees your pet's details and relevant notes, and you see the carer's profile.
• Service providers who help us run Truffl. We use trusted third parties to host data, process payments, send email and understand usage:
  • Supabase — our database and authentication provider, where your account, booking, message and pet data is stored.
  • Stripe — our payment processor. Stripe receives your card details directly and handles them under its own privacy policy; carers' payout accounts are also held with Stripe.
  • Resend — delivers our transactional emails (booking confirmations, updates and alerts), and processes your name and email address to do so.
  • GitHub Pages — hosts the Truffl website.
  • Google Analytics — to understand how the site and apps are used. This uses cookies and similar technologies and processes limited usage and device data.
• Where the law requires it, or to protect the safety of people or animals, or to investigate misuse of Truffl.

5. Storage & security

Your data is stored with our database provider, Supabase, and protected by access controls so that owners and carers can only see the information relevant to their own account and bookings. We use encryption in transit and apply reasonable technical and organisational measures to protect your information. No system is perfectly secure, so we cannot guarantee absolute security, but we work to protect your data and to respond quickly if something goes wrong.

6. How long we keep your information

We keep your information while your account is active and for as long as we need it to provide the service, comply with our legal obligations, resolve disputes, and enforce our agreements. In particular:

• Home access details (backup cover) are deleted immediately when you turn backup cover off.
• Payment and transaction records are kept for up to seven years, as Australian tax and financial record-keeping laws require.
• Walk routes, messages and booking history are kept while your account is active so you and your carer can refer back to them.

When information is no longer needed for these purposes, we delete it or de-identify it. You can delete your account yourself at any time, which removes your personal information immediately, subject to any records we are required to keep.

7. Your rights & choices

You can:

• Access and correct most of your account, pet and profile information directly in Truffl.
• Delete your account yourself, at any time — see deleting your account below.
• Request a copy of the personal information we hold about you, or ask us to correct or delete it, by contacting us.
• Manage notifications and, on mobile, control location permissions through your device settings.
• Control analytics cookies through your browser settings or available opt-out tools.

Deleting your account

Go to Profile → My account → Delete account, on the website or in the app, and confirm. It takes effect immediately and cannot be undone. If you would rather we did it for you, email privacy@trufflpets.com.

When you delete your account we remove:

• Your name, email address and phone number, and your profile photo.
• Your address, emergency contact and precise location.
• Your pets' names, breeds, microchip numbers, vet details, medical and behaviour notes, and their photos.
• Walk routes (GPS), the content of your messages, walk photos and check-in photos.
• Your home access details for backup cover, and your notifications.

We keep, with your personal details stripped out, the record that a booking happened — its date, duration, distance and amount — along with payment records and any reviews. We do this for two reasons: Australian tax and financial record-keeping laws require us to keep transaction records for up to seven years, and every booking involves another person, whose own history of the walks they did or received should not disappear along with your account.

Deleting your account does not by itself close your payment account with Stripe. If you would like us to remove your saved card details from Stripe as well, please ask us.

You cannot delete your account while you have a booking still scheduled, or a completed booking that has not yet been settled. Cancel or settle those first, and we will explain which ones are outstanding when you try.

We will respond to privacy requests within a reasonable time. If you are not satisfied with how we handle a request, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

8. Children

Truffl is intended for adults. We do not knowingly collect personal information from anyone under 18. If you believe a child has provided us with personal information, please contact us and we will delete it.

9. Changes to this policy

We may update this policy from time to time as Truffl evolves or as the law changes. When we make material changes we will update the date at the top of this page and, where appropriate, let you know in the app or by email. Your continued use of Truffl after a change means you accept the updated policy.

10. Contact us

If you have a question about this policy or about how we handle your personal information, or you want to make a privacy request, contact us at:

• Email: privacy@trufflpets.com
• Business: Truffl Pets · ABN 14 690 054 980 · Sydney, NSW

See also our Trust & safety guidance and how we vet every carer.