Privacy Policy

Who We Are

In this policy, "Tend", "we", "us", and "our" means the operator of TendPass and Tend Connect. You can contact us at hello@tendpass.app.

We are Australian-built and support users in Australia and the United States. We aim to handle personal information consistently with the Privacy Act 1988 (Cth), the Australian Privacy Principles, and other applicable consumer and privacy laws.

Information We Collect

Depending on how you use Tend, we may collect the following information:

• Account and contact details, including name, email address, phone number, login details, and communication preferences.
• Pet profile details, including pet name, species, breed, date of birth or age, sex, desexed status, colour, size, identifiers, photos, and notes.
• Health and care details, including vaccination records, medication records, conditions, allergies, feeding notes, behavioural notes, vet or clinic details, emergency contacts, and readiness information for bookings.
• Location data, including precise device coordinates when you allow location access, which is used to sort nearby pet care results. If our directory has no matching result, the search service sends your search text and coordinates to Google Places to find additional options.
• Discover search information, including the query you enter, care category, country, whether you used device location, and result count. Completed searches are associated with your Tend account in operational audit records. We store whether location was used, not the precise coordinates, in those audit records.
• Documents and extracted data, including uploaded images or PDFs of vaccination certificates, medication labels, vet records, and the structured fields extracted from those documents.
• Booking and business information, including services, booking requests, booking status, customer messages, check-in details, payment status, refunds, payouts, business profile details, staff accounts, and venue policies.
• Payment information handled through Apple for Tend Pass subscriptions or Stripe for Tend Connect bookings, such as payment status, transaction identifiers, deposits, refunds, and payout metadata. We do not store full card numbers.
• Technical information needed to operate and secure Tend, including device details, browser type, IP address, diagnostic logs, push notification tokens, cookies, and similar technologies.
• Product analytics events, such as screen views, feature usage, subscription prompts, scan attempts, and app lifecycle events. In Tend Pass, we design these analytics to avoid pet names, owner names, email addresses, messages, uploaded documents, health details, photos, and other record contents.

How We Collect Information

• Directly from you when you create an account, add a pet, upload a document, make a booking, send a message, or contact support.
• From your device when you allow location access for nearby pet care search. Location access is optional; you can search by suburb or postcode instead.
• From pet care businesses when they use Tend Connect to manage bookings, messages, customer records, and pet readiness.
• From third-party service providers that help us run the product, such as payment, email, push notification, hosting, storage, database, and document extraction providers.
• From share links, QR codes, booking pages, and other flows where an owner chooses to provide or share pet information.

How We Use Information

• To provide TendPass pet profiles, health records, document storage, scanning, and reusable booking readiness data.
• To provide Tend Connect booking, intake, messaging, payment, payout, dashboard, and business management features.
• To prefill booking forms and reduce repeat data entry when an owner chooses to reuse their TendPass information.
• To process uploads and assist with extraction of vaccination, medication, and care details.
• To send booking updates, reminders, support messages, product emails, and push notifications.
• To process payments, deposits, refunds, invoices, and related financial records.
• To maintain security, prevent misuse, debug issues, keep audit records, and comply with legal obligations.
• To improve our services, develop new features, and understand how Tend is used. Where possible, we use aggregated or anonymous analytics rather than personal record contents.

Health Records, Ask Tend, And AI Extraction

Tend uses OpenAI to power Ask Tend and to help read vaccination certificates, medication labels, photos, and other pet care records. This can involve sending the relevant message, image, document, or pet record context needed to answer the request or extract fields.

Tend Connect may also provide a business assistant for authorised staff. A staff question, relevant conversation history, and scoped business, venue, booking, occupancy, revenue, or facility context may be sent to Anthropic to generate an answer. Assistant sessions are stored with the relevant Tend Connect business account and access is limited by the staff and tenant permissions used by the business.

These AI features are assistive only. Extracted details and AI responses may be incomplete or incorrect and should be reviewed by the owner, the business, or a qualified professional where appropriate.

Tend does not provide veterinary advice, diagnose animals, or guarantee that a pet will be accepted by a venue. Pet care businesses remain responsible for their own intake requirements, risk decisions, and acceptance policies.

Analytics And Diagnostics

Tend Pass may use privacy-conscious product analytics to understand which features are working and where users get stuck. We configure this telemetry to avoid sending pet names, owner names, email addresses, message text, document contents, health details, photos, or file contents as analytics properties.

Tend Pass includes an in-app control for optional product analytics, which is off by default. When analytics is available in the app build and you turn it on, the PostHog SDK stores a random pseudonymous analytics ID on your device and sends it with allowlisted events so PostHog can group activity from the same app installation. This is not your Tend account ID, and we do not join it to your Tend account. You can turn analytics off at any time. Operational logs, security records, payment records, and support communications may still be processed where needed to run Tend.

When We Share Information

• With pet care businesses when an owner makes a booking, shares a TendPass link or QR code, sends information to that business, or otherwise authorises access.
• With Google Places when a location-based search cannot be answered by our directory, to retrieve additional nearby pet care listings.
• With staff or authorised users of a Tend Connect business account, according to that business account setup.
• With service providers who help us operate Tend, including hosting, storage, database, payments, email, push notifications, support, and AI extraction providers.
• With analytics providers, such as PostHog, only for product analytics and diagnostics configured to avoid record contents and direct personal identifiers where practical.
• With regulators, courts, law enforcement, or other parties where required by law or reasonably necessary to protect rights, safety, or security.
• In connection with a business restructure, merger, acquisition, or sale, provided privacy protections continue to apply.

• Google Maps Platform Terms of Service
• Google Privacy Policy

How TendPass And Tend Connect Work Together

TendPass is the owner-controlled pet record. Tend Connect is the business workspace used by participating pet care providers for bookings, intake, readiness checks, payments, care operations, and communication. They are connected so an owner can reuse relevant information instead of entering it again, but a Tend Connect business can also collect booking information directly when an owner does not use TendPass.

When you share a TendPass link, QR code, or booking handoff, you choose the pet and the sharing flow. Depending on the scope and the booking, the recipient may receive the pet profile, vaccination evidence, medication or condition details, feeding and care information, emergency contacts, veterinarian details, notes, a pet photo, and contact or booking information. We show the relevant scope where the flow supports that choice; some booking handoffs create a time-limited booking share needed to complete intake.

Tend Connect may keep a booking-specific snapshot of information received from TendPass, together with manually supplied intake details, messages, care tasks, photos, payment records, and audit records. A share link or handoff can expire or be revoked where the product provides that control. Expiry or revocation stops future retrieval through that token; it cannot recall information a business has already viewed, downloaded, copied into its own systems, or retained to meet safety, operational, accounting, or legal requirements.

The business receiving information decides how it uses that information for its services, who on its team can access it, and how long its business records are kept. The business may provide additional privacy notices, booking terms, consent requests, or retention requirements. Tend operates the connected platform and processes information to provide the requested sharing, booking, security, support, payment, communication, and audit functions.

No Sale Of Personal Information

We do not sell personal information. We do not let third parties use pet health records or owner data for their own unrelated advertising purposes.

Overseas Disclosure

Some providers we use may store or process information outside your country, including in Australia, the United States, or other countries where cloud, payment, email, push notification, analytics, or AI providers operate. Where this occurs, we take reasonable steps to use reputable providers and protect the information we disclose.

Security

We use administrative, technical, and organisational safeguards designed to protect personal information. These may include access controls, authentication, encryption in transit, object storage controls, audit logs, monitoring, and separation of uploaded documents from structured pet records.

No online service can be guaranteed to be perfectly secure. If we become aware of an eligible data breach that is likely to result in serious harm, we will take steps required under applicable data breach notification laws, including Australia's Notifiable Data Breaches scheme where it applies.

Retention

We keep personal information for as long as needed to provide Tend, meet legal and accounting obligations, resolve disputes, maintain audit records, and support legitimate business purposes. This can include TendPass records and documents, Tend Connect booking snapshots, messages, care tasks, photo updates, payment records, and staff or business audit records. Owners may delete their TendPass account in the mobile app, and owners or businesses may request deletion of information by contacting support, subject to records we are required or permitted to keep. Deleting or changing a TendPass record does not necessarily delete a lawful copy already received and retained by a business for a booking or care service.

Access And Correction

You may request access to personal information we hold about you or ask us to correct information that is inaccurate, out of date, incomplete, irrelevant, or misleading. Contact us at hello@tendpass.app.

Marketing And Notifications

We may send service messages, booking updates, product updates, and marketing communications where permitted. Push reminders are optional and use the device permission controls provided by Apple or Android. You can opt out of marketing emails using the unsubscribe link or by contacting us. Some operational messages, such as security, booking, payment, or account notices, may still be required.

Children

Tend is intended for use by adults. If a minor uses Tend, a parent or guardian should supervise the account and is responsible for the information provided.

Complaints

If you have a privacy concern, contact us at hello@tendpass.app and we will respond within a reasonable time. If you are in Australia and are not satisfied, you may contact the Office of the Australian Information Commissioner.

Changes

We may update this policy as Tend changes. The updated version will be posted on our website with a new last updated date.