Privacy Policy
Last Updated: 30 March 2026
1. Introduction
The Pet-First Company (“TPFC”, “we”, “us”, “our”) respects your privacy and is committed to protecting your personal data in accordance with the UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data (“PDPL”) and applicable federal and emirate-level regulations.
This Privacy Policy explains how we collect, use, store, and safeguard your personal information when you use the TPFC Platform.
2. Data Controller
The data controller responsible for your personal information is The Pet-First Company, operating in the UAE. For privacy-related inquiries, contact us at: legal@thepetfirstcompany.com.
3. Information We Collect
Information You Provide
When creating an account or using our services we may collect:
- Full name
- Email address
- Phone number (including WhatsApp)
- Profile photo
- Emirates ID number (for identity verification, where required)
- Address or service location
- Pet information (breed, medical notes, behavioral history)
- Bank account details for sitter payouts (processed securely; not stored on our servers in full)
- Payment details (processed by third-party providers; see Section 6)
Information Automatically Collected
When using the Platform we may collect:
- Device information and browser type
- IP address and approximate location
- Behavioral Analytics: Interactions with platform decision tools, search patterns, and choice attribution data (e.g., selection of “Best Value” quotes) to improve matching accuracy and service quality.
- Precise location data (only if explicitly enabled by you)
- Cookies and similar tracking technologies (see our Cookie Policy)
Verification, Safety & FinOps Data
To increase trust and facilitate secure payouts, we may collect or process:
- Identity documents
- Sitter Excellence Quiz results
- Wallet transaction records (bids, escrow values, payout requests, commission deductions)
- Safety & Anti-Leakage Measures: We utilize automated tools to detect the sharing of personally identifiable information (PII) in platform chat (e.g., phone numbers, social media handles) before a booking is secured. We also mask contact information in the dashboard until the Escrow phase to protect user privacy and platform integrity.
- Reliability Metrics: We collect and process data on cancellation history, response times, and platform performance (including Strikes and Reliability Scores) to maintain marketplace safety.
- Job completion records and dispute submissions
4. How We Use Your Information
TPFC uses your information to:
- Create and manage user accounts
- Facilitate job postings, bidding, and bookings between Owners and Sitters
- Operate the escrow, payout hold, and FinOps Wallet system
- Process payments and commissions
- Send job alerts, platform notifications, and WhatsApp updates (with your consent)
- Provide customer support and resolve disputes
- Improve platform functionality and personalize your experience
- Detect fraud or abuse and enforce our Terms of Service
- Comply with applicable UAE legal obligations
We process your data on the legal bases of: performance of a contract, compliance with a legal obligation, legitimate interests, and (where applicable) your explicit consent.
5. Data Retention
We retain your personal data only for as long as necessary to provide our services, resolve disputes, enforce our Terms of Service, and comply with applicable UAE legal obligations. Financial transaction records may be retained for a minimum of 5 years in accordance with UAE accounting and commercial law requirements.
6. Payment Information
Payments are processed by third-party payment processors. TPFC does not store full card numbers or bank account credentials on its servers. Payment providers may collect and process financial data according to their own policies and applicable regulations. Sitter payout details are stored securely and used solely for the purpose of processing withdrawals from the TPFC Wallet.
7. Sharing of Information
Service Providers
We may share limited data with trusted third parties who assist us in operating the Platform, including payment processors, cloud hosting providers (Firebase/Google Cloud), customer support tools, and AI/analytics services.
Other Users
Certain information is visible to other platform users, including your profile name, profile photo, reviews, service area, and (for Sitters) verification badge status. Pet information relevant to a specific booking may be shared with the awarded Sitter.
Legal Authorities
We may disclose personal information if required by UAE law, court order, or request from a competent UAE authority. We will notify you of such requests where legally permitted to do so.
Business Transfers
In the event of a merger, acquisition, or sale of assets, your data may be transferred to the successor entity, subject to the same privacy protections.
8. International Data Transfers
Our Platform infrastructure may involve the transfer of data outside the UAE (e.g., to Google Cloud servers). Where such transfers occur, we ensure equivalent levels of protection are applied in accordance with the UAE PDPL and applicable adequacy frameworks.
9. Your Rights Under UAE Law
In accordance with the UAE Federal Decree-Law No. 45 of 2021, you have the right to:
- Access your personal data held by TPFC
- Request correction of inaccurate data
- Request deletion of your account and personal data
- Object to certain processing activities
- Withdraw consent where processing is based on consent
- Lodge a complaint with the UAE Data Office
To exercise these rights, submit a request to: legal@thepetfirstcompany.com. We will respond within 30 days.
10. Data Security
TPFC uses commercially reasonable security measures including end-to-end encryption for communications, role-based access controls, secure cloud hosting (Firebase/Google Cloud infrastructure), and regular security assessments. However, no system is completely secure and we cannot guarantee absolute security of data transmitted online.
11. Children’s Privacy
The Platform is not intended for users under 18 years of age. We do not knowingly collect personal information from minors. If we become aware that a minor has provided personal data, we will delete it promptly.
12. Cookies
We use cookies and similar tracking technologies on the Platform. Please review our Cookie Policy for details on the types of cookies used and how to manage your preferences.
13. Changes to This Privacy Policy
TPFC may update this Privacy Policy to reflect changes in our practices or applicable law. We will notify users of material changes via email or platform notification. Continued use of the Platform after the effective date constitutes acceptance of the updated policy.
14. Contact
For privacy and data protection inquiries:
For general support: