Privacy Policy

Version 1.0Effective August 26, 2026Version history

Version 1.0 — Effective August 26, 2026

This Privacy Policy explains how Base509 LLC (“Base509,” “PetAppro,” “we,” “us,” or “our”) collects, uses, discloses, and retains personal information through petappro.com, the PetAppro mobile applications, the PetAppro provider portal, and related services (collectively, the “Service”).

PetAppro is business software used by independent pet-care businesses. In this Policy, a “Provider” is a pet-care business that uses the Service, an “End Client” is a pet owner or other customer of a Provider, and an “Authorized User” is a person whom a Provider authorizes to use its account.

1. Our privacy roles

Base509 has different privacy roles depending on the information and purpose:

Provider-controlled information. For personal information that a Provider submits or directs us to process about its End Clients, personnel, and business operations (“Provider Personal Data”), the Provider is the controller or business and Base509 is its processor or service provider. The Provider determines why that information is collected and used. The Provider’s privacy notice also applies.
Base509-controlled information. Base509 is the controller or business for information we use for account administration, authentication, security, PetAppro subscription billing, direct support, product administration, legal compliance, and our own business operations.
Independent third parties. Stripe, Apple, Google, and other third parties may act independently for certain payment, identity, fraud-prevention, app-store, mapping, or account functions. Their privacy notices govern their independent processing.

If you are an End Client or Provider worker seeking to exercise rights in Provider Personal Data, contact the Provider first. We will assist the Provider with a verified request as required by law and our Data Processing Addendum.

2. Personal information we collect

The information we collect depends on your role, the Provider’s configuration, and the features you use.

Account, identity, and authentication information

We collect names, email addresses, telephone numbers, account identifiers, Provider membership and role, authentication-provider identifiers, multi-factor authentication status, session and sign-in records, device and browser information, and account recovery and security events. PetAppro supports email one-time code (OTP), email and password, Google sign-in, and Apple sign-in. Email/password accounts use email verification and password-reset functions. Provider Owners and Administrators must use TOTP multi-factor authentication. Authentication secrets are handled through our authentication systems and are not displayed to other users.

Provider business and subscription information

We collect business names, service areas, addresses, contact details, service descriptions, availability, prices, policies, staff rosters, permissions, subscription plan, billing status, transaction identifiers, tax-related billing information, renewal and cancellation records, and records of consent to subscription terms. Stripe processes full payment-card details for PetAppro subscriptions; Base509 receives limited payment metadata such as card brand, last four digits, expiration information, status, and processor identifiers.

End Client, household, and pet information

At a Provider’s direction, we process names, contact information, service and billing addresses, emergency contacts, household and home-access instructions, pet profiles, photographs, veterinarian information, health and medication instructions, behavioral and care notes, service preferences, and communications with the Provider.

Some of this information may be sensitive because it can reveal a precise address, home-access details, health-related pet-care instructions, or other private circumstances. Providers must collect and use only information reasonably necessary to provide their services.

Booking, service, invoice, and payment information

We process booking requests, schedules, service details, assignments, status, check-in and check-out events, report cards, messages, invoices, tips, taxes, refund records, dispute status, and limited payment metadata.

Card payments for pet-care services are direct charges to the Provider’s own Stripe Connect Standard account. Base509 does not receive, hold, escrow, pool, or disburse booking funds. Providers may record cash, Venmo, Zelle, or other offline payments in PetAppro; PetAppro records the status but does not process those payments.

Precise location information

When a Provider enables an eligible location feature and a worker grants device permission, PetAppro may collect the worker’s precise location during an active service to support live progress, safety, check-in, and check-out features. Tracking is limited to the active-service window, automatically stops at the service end or applicable hard limit, and is not designed to provide an End Client with a post-service replay of the worker’s precise route.

The Provider is responsible for giving required workforce and consumer notices and obtaining any required consent before using precise location features. Device location permission can be changed in device settings, but disabling it may prevent the feature from working.

Communications and support

We collect communications sent through the Service or directly to Base509, including support requests, feedback, complaints, attachments, and related response and resolution records. Providers may control separate communications with their End Clients.

Device, usage, and diagnostic information

We collect internet protocol address, device type, operating system, browser type, app version, language, approximate region derived from an IP address, timestamps, pages or screens used, feature interactions, request and error logs, crash information, performance information, and security events. We use this information to operate, secure, troubleshoot, and improve the Service.

First-touch attribution information

Our website uses one first-party functional attribution cookie named b509_attribution to remember how a visitor first reached PetAppro. It may contain campaign parameters, referring page, initial landing page, advertising click identifiers supplied in the arrival URL, and a timestamp. It expires after 90 days. The attribution record is not duplicated in localStorage or other browser storage. Click identifiers are processed first-party only and are never transmitted to Google, Meta, an advertiser, or another third party. We do not use analytics SDKs, analytics tags, third-party advertising cookies, or advertising pixels anywhere in the Service. See our Cookie Notice.

3. Sources of personal information

We collect information:

directly from you;
from a Provider and its Authorized Users;
from an End Client acting through a Provider’s booking flow;
automatically from a browser, device, application, server, security system, or cookie;
from services you choose to connect, including Google, Apple, Stripe, and mapping services;
from another user who is authorized to supply the information; and
from public or official sources when needed to verify a business, comply with law, or protect the Service.

4. How we use personal information

We use personal information to:

provide accounts, bookings, scheduling, client and pet records, report cards, invoices, communications, location features, exports, and other requested functions;
authenticate users, enforce role permissions, require multi-factor authentication, prevent cross-tenant access, detect abuse, and protect users and the Service;
process and administer Provider subscriptions, renewals, cancellations, refunds, accounting, and taxes;
transmit Provider-authorized booking-payment instructions and record payment status without taking custody of booking funds;
provide support, communicate about the Service, respond to requests, and send transactional and legal notices;
monitor reliability, diagnose errors, maintain, test, and improve Service functions;
understand first-touch campaign attribution and evaluate our own business acquisition channels using first-party information;
enforce our agreements, resolve disputes, prevent fraud, protect people, animals, property, and rights, and comply with law; and
create aggregated or deidentified information that cannot reasonably be linked to an individual and maintain it in deidentified form.

We do not use Provider Personal Data to advertise to a Provider’s End Clients. We do not sell personal information, share it for cross-context behavioral advertising, operate analytics SDKs or tags, operate advertising pixels, or provide personal information to data brokers, advertising networks, Google, Meta, or another third party for attribution or advertising.

5. Legal bases where European or United Kingdom law applies

Where the European Economic Area, United Kingdom, or Swiss data-protection laws apply to Base509 as a controller, we process personal information:

as necessary to perform a contract or take requested steps before entering one;
to comply with a legal obligation;
for legitimate interests in providing, securing, supporting, administering, and improving the Service, preventing fraud, and defending legal rights, where those interests are not overridden by your rights;
with consent, when consent is the required basis; and
to protect vital interests in an emergency where applicable law permits.

The Provider determines the legal basis for its processing of Provider Personal Data. Base509 processes that information on the Provider’s documented instructions unless law requires otherwise.

6. How we disclose personal information

We disclose personal information only as described below.

Providers and users in a Provider account

We make information available to the applicable Provider and its Authorized Users according to assigned roles and business relationship. End Clients can access information intended for their relationship with that Provider. A Provider must configure roles appropriately and may not use PetAppro to access another Provider’s data.

Service providers and subprocessors

We use vendors to operate the Service, subject to contracts and access restrictions appropriate to their function. The categories and principal services include:

Supabase — database, authentication, file storage, and backend services;
Vercel — website hosting, content delivery, and serverless infrastructure;
Stripe — Base509 subscription billing and Provider-connected booking-payment processing;
Resend — transactional email delivery;
Google Workspace — support and business communications;
Google Maps Platform — maps, address, service-area, and location-related functionality;
Expo and platform push services — mobile application build, delivery, update, and notification infrastructure;
Apple and Google — authentication, app distribution, device platform, and push-notification functions; and
Sentry — application error, crash, and performance monitoring.

Our Data Processing Addendum contains additional subprocessor information. A service may receive only the information reasonably needed for the enabled function. Stripe, Apple, and Google may be independent controllers for portions of their services.

Google Maps

Parts of the Service — including maps, address entry, service-area display, and location features — include Google Maps features and content. Your use of these features is subject to the Google Maps/Google Earth Additional Terms of Service, available at https://maps.google.com/help/terms_maps/, and to Google’s handling of your information as described in the Google Privacy Policy, available at https://policies.google.com/privacy. You can review and change location permissions at any time in your device settings or in the app.

Provider-connected services

At a Provider’s direction, we disclose information to a service the Provider connects or uses. The Provider’s and connected service’s terms govern their independent handling.

Legal, safety, and rights protection

We may disclose information if we reasonably believe disclosure is necessary to comply with law, legal process, or a valid government request; enforce agreements; investigate fraud or abuse; protect the rights, safety, and security of Base509, Providers, users, animals, property, or others; or establish, exercise, or defend legal claims. We assess requests and disclose only information reasonably required, unless law prohibits notice or imposes a different duty.

Corporate transactions

We may disclose information in connection with due diligence, financing, reorganization, merger, acquisition, sale of assets, insolvency, or transfer of the Service. A recipient must use personal information consistently with this Policy unless it provides legally required notice and obtains required consent.

At your direction

We disclose information when you direct us to do so or give legally sufficient consent.

7. Cookies, tracking choices, and Global Privacy Control

PetAppro uses cookies and similar storage necessary for authentication, security, preferences, and requested Service functions. Our only website attribution technology is the single first-party functional cookie described in Section 2 and the Cookie Notice. Attribution information is not stored in localStorage or another duplicate browser store, and it is not transmitted to a third party.

We do not respond differently to browser “Do Not Track” signals because no uniform legal or technical standard governs them. We recognize legally required opt-out preference signals, including Global Privacy Control, for processing subject to such signals. Because we do not sell personal information or share it for cross-context behavioral advertising, applying the signal does not change those practices. You may delete or block cookies through browser settings, though blocking necessary cookies may prevent account or Service functions.

8. Retention

We retain personal information only for the period reasonably necessary for the stated purpose, subject to legal, security, accounting, dispute, and backup requirements. Our principal retention periods are:

first-touch attribution cookie information: 90 days;
active Provider Personal Data: for the Provider’s Service term, followed by a 30-day read-only export period and deletion from active systems within 30 days after that export period ends;
backup copies of deleted Provider Personal Data: overwritten or rendered inaccessible through the regular backup cycle within 90 days after active-system deletion;
account and profile information: while active and ordinarily 30 days after a verified deletion or closure, except for minimized records listed below;
precise service-location coordinates: 90 days after the service, after which precise coordinates are deleted and only a non-precise service summary may remain;
home-access instructions and credentials: for the active Provider-client relationship and deleted from active systems within 30 days after the relationship ends or the Provider removes them;
application crash and diagnostic records: 12 months;
direct support records: three years after closure of the request;
automatic-renewal consent, cancellation, and subscription-notice records: at least three years or one year after subscription termination, whichever is longer;
security, access, and audit records: up to five years when reasonably necessary to prevent fraud, investigate unauthorized access, or establish legal compliance;
account deletion, Provider closure, and ownership-transfer records: five years;
subscription transaction, tax, and accounting records: seven years; and
records subject to a legal hold, active dispute, chargeback, fraud investigation, or government requirement: until the matter and required retention period end.

Deletion means removal from active use or irreversible deidentification. We may retain a minimized, access-restricted record where law or a legitimate legal purpose requires it. Retention does not preserve a functional login after account deletion or Provider closure.

9. Security

We use administrative, technical, and organizational safeguards designed to protect personal information. Measures include tenant-scoped access controls, database row-level security, role-based permissions, required multi-factor authentication for Provider Owners and Administrators, encryption in transit, encryption at rest through infrastructure providers, signed or access-controlled file delivery, logging, dependency and code review, backups, and incident-response procedures.

No system is completely secure. You are responsible for protecting your sign-in methods and devices, choosing appropriate user permissions, removing stale access, and notifying us promptly of suspected unauthorized access at support@base509.com.

10. Your choices and rights

Depending on your location and relationship with the information, you may have rights to:

know or access personal information and information about its collection, use, and disclosure;
correct inaccurate personal information;
delete personal information, subject to legal exceptions;
receive a portable copy of certain information;
restrict or object to certain processing;
withdraw consent for future processing where processing is based on consent;
opt out of sale, cross-context behavioral advertising, targeted advertising, or certain profiling; and
appeal a denial where applicable law provides an appeal right.

Base509 does not sell personal information or share it for cross-context behavioral advertising. We do not use sensitive personal information to infer characteristics or for purposes that require a right to limit under California law.

To make a request concerning Base509-controlled information, email support@base509.com. We will verify the request using information reasonably related to the account and request. An authorized agent may submit a request where permitted by law; we may require proof of authorization and direct identity verification. We will not discriminate against you for exercising a privacy right.

For Provider Personal Data, submit the request to the Provider that controls it. If you submit it to us, identify the Provider and account relationship so we can route the request or assist the Provider. We will not fulfill a request contrary to the Provider’s lawful instructions unless applicable law requires us to do so.

If European or United Kingdom data-protection law applies, you may also lodge a complaint with the supervisory authority where you live or work. You may contact us first so we can try to resolve the concern.

11. Account access, correction, deletion, and export

Users may review and update available account and profile fields in PetAppro. Account deletion is available through the mobile application and a designated web resource. We may require recent reauthentication and identity verification before a sensitive request.

A sole Provider Owner must transfer ownership to an eligible successor who affirmatively accepts or complete Provider closure. Provider closure cancels future SaaS renewal, stops new bookings, cancels unstarted future bookings with notice, and places an active service into a restricted safety-completion state until safe handoff and documentation are complete. End Clients receive 30 days of read-only access to available relationship records, and the Provider is offered an export in a reasonably usable format.

Deleting an individual account does not automatically delete records that a Provider must retain or controls for its business. An unpaid amount does not prevent a deletion request, but deletion does not extinguish a valid debt, refund duty, dispute record, or legal obligation.

12. International data transfers

Base509 operates in the United States, and information may be processed in the United States and other countries where our service providers operate. Those countries may have different data-protection laws.

Where European, United Kingdom, or Swiss law requires a transfer mechanism, we use an approved mechanism such as the European Commission’s Standard Contractual Clauses, the United Kingdom International Data Transfer Addendum, or another lawful safeguard, together with supplementary measures where appropriate.

13. Children

PetAppro accounts are for persons at least 18 years old. The Service is not directed to children under 13, and Base509 does not knowingly collect personal information online from a child under 13. If you believe a child under 13 has provided personal information to Base509, contact support@base509.com so we can investigate and delete it where required.

Providers must not use PetAppro to collect personal information directly from a child in violation of law.

14. Communications

We send transactional and relationship communications about accounts, authentication, security, bookings, payments, subscriptions, renewals, cancellations, support, and legal terms. These messages are necessary to administer the Service or relationship.

Marketing email, if sent, identifies Base509, includes our postal address, and provides a functioning unsubscribe method. We honor marketing opt-out requests within the period required by law. Opting out of marketing does not stop transactional, security, billing, booking, or legal communications.

15. Changes to this Policy

We will post an updated Policy with a new effective date when our practices change. For a material change, we will provide advance notice by email, in-product notice, or another conspicuous method appropriate to the change. We will obtain consent when required by law. A prior version remains applicable to conduct that occurred before the new version took effect where law requires.

16. Contact

Base509 LLC, 1875 Mission Street, Suite 103 #660, San Francisco, California 94103, United States
support@base509.com | https://petappro.com