Account and Data Deletion Policy

For Pet Owners and Pet Care Providers

Canada

Effective Date: August 23, 2026
Last Updated: August 23, 2026

Petsity Inc. (“Petsity,” “Petsity Canada,” “Petsity.ca” “we,” “us,” or “our”) respects your right to control your personal information. This Account and Data Deletion Policy explains how you can permanently delete your Petsity account and what happens to your information after a deletion request is submitted.

This Policy applies to Petsity’s website, mobile applications, and related services (collectively, the “Platform”).

1. Your Right to Delete Your Account

You may request permanent deletion of your Petsity account at any time.

Account deletion is permanent and is different from temporarily deactivating, suspending, or signing out of your account. When deletion is completed, you will no longer be able to sign in, access previous bookings, messages, pet profiles, service-provider information, or recover the account.

If your account includes both pet-owner and pet-care-provider functionality, deleting the account will delete both profiles.

2. How to Request Account Deletion

You may initiate account deletion using any of the following methods:

Through the Petsity App

Sign in to your Petsity account.
Open Profile.
Select Settings.
Select Account Settings.
Select Delete Account.
Review the consequences of deletion and confirm your request.

Petsity may ask you to re-enter your password or confirm a verification code sent to your registered email address or phone number.

Through the Petsity Website

Visit the Petsity Account Deletion page and select:

Request Account Deletion

You will be asked to provide your registered email address and complete an identity-verification step.

By Email

If you cannot access your account, email hello@petsity.ca from the email address associated with your Petsity account.

Use the subject line: Account Deletion Request

Please include your full name and registered email address. Do not send your password, payment-card details, government identification number, or other unnecessary sensitive information by email.

3. Identity Verification

To protect accounts from unauthorized deletion, Petsity may verify your identity before accepting the request.

Verification may include:

Re-authenticating through the app;
Confirming a one-time verification code;
Confirming access to the registered email address or phone number; or
Providing limited account information where you no longer have access to your registered contact details.

Petsity will never ask you to provide your account password by email or telephone.

4. Requirements Before Deletion

Before an account can be permanently closed, you may need to:

Complete or cancel active bookings;
Resolve outstanding payments, refunds, chargebacks, or payouts;
Resolve an active Petsity Guarantee claim, safety investigation, or dispute; and
Cancel any active membership or subscription that is billed separately through Apple, Google, Stripe, or another payment provider.

Submitting an account deletion request does not automatically cancel a subscription managed by Apple, Google, or another third party. Petsity will notify you if any action is required before your deletion request can be completed.

5. What Happens After You Submit a Request

After receiving and verifying your deletion request:

Petsity will acknowledge that the request has been received.
Your account will be placed into the deletion process and access may be disabled.
Active login sessions and authentication tokens will be revoked.
Your profile and public listings will be removed or hidden from the Platform.
Petsity’s automated deletion process will purge the account and associated personal information from active systems.
Petsity will instruct applicable service providers that process information on our behalf to delete the associated information, subject to their legal obligations.
Your account deletion will be completed within 90 calendar days of the verified deletion request.
Once the account has been permanently closed and the deletion process has been completed, Petsity will send a final confirmation email to the email address previously associated with the account.

After the final confirmation email has been sent, the deleted account cannot be restored.

6. Information Deleted

Subject to the limited exceptions described below, the deletion process will permanently delete or irreversibly anonymize information associated with your account, including:

Name, email address, phone number, and profile photograph;
Login credentials, authentication tokens, and account preferences;
Home addresses, saved locations, and location information;
Pet profiles, photographs, care instructions, routines, medical information, and veterinary details;
Pet-care-provider profiles, service descriptions, availability, photographs, certificates, and uploaded documents;
Government identification and background-check information held by Petsity;
Messages, support attachments, and other account communications;
Saved searches, favourites, notification preferences, and device information;
Public listings and user-generated content associated with the account;
Payment or payout account references stored by Petsity; and
Other personal information collected specifically to operate your Petsity account.

Petsity does not store complete payment-card details. Payment information processed directly by Stripe, Apple, Google, or another payment provider may also be subject to that provider’s legal and regulatory retention requirements.

Aggregated or irreversibly anonymized information that can no longer identify you may be retained for statistical, security, analytical, and service-improvement purposes.

7. Backups and Service Providers

Personal information associated with the deleted account will be removed from Petsity’s active systems and automatically purged through Petsity’s backup-retention cycle within the 90-day deletion period.

Deleted information contained in a backup will not be used for ordinary business purposes. If a backup must be restored for disaster recovery, Petsity will reapply outstanding deletion requests before the restored information is returned to normal use.

Where third-party processors store information on Petsity’s behalf, Petsity will request deletion from those processors. A third party may retain limited information where it has an independent legal or regulatory obligation to do so.

8. Information We May Be Required to Retain

Certain limited records may be retained after your account has been closed where retention is reasonably necessary or legally required. This may include records required for:

Tax, accounting, and financial reporting;
Completed payments, refunds, commissions, and payouts;
Fraud prevention and platform security;
Chargebacks, disputes, insurance, or Petsity Guarantee claims;
Investigations involving safety, abuse, or violation of Petsity’s Terms;
Compliance with a court order, legal hold, or regulatory request; or
Establishing, exercising, or defending legal claims.

Canadian tax and business records may generally need to be retained for up to six years or for another period required by applicable law.

Any retained information will be limited to what is necessary, separated or restricted where reasonably possible, protected from unauthorized access, and will not be used for advertising or marketing. It will be securely deleted or irreversibly anonymized when the applicable retention obligation ends.

This limited legal-retention exception does not keep your Petsity account active or allow the account to be used.

9. Information Outside Petsity’s Control

Account deletion cannot remove:

Information another user independently saved, downloaded, photographed, or copied outside the Platform;
Emails or notifications already delivered to another person’s device or inbox;
Information retained independently by payment processors, background-check providers, or government authorities under their own legal obligations; or
Information you separately provided to another Petsity user outside the Platform.

Petsity will nevertheless remove or anonymize account-linked information under its control as described in this Policy.

10. Effect of Account Deletion

Once deletion is completed:

You will no longer be able to access the account;
Previous account information cannot be recovered;
Account credits, unused promotional benefits, and non-refundable platform benefits may be forfeited;
Public profile information and active listings will be removed;
Reviews or other content will be deleted or anonymized, unless limited retention is legally required; and
Creating a new account will not restore information from the deleted account.

Petsity may restrict the creation of a new account where reasonably necessary for fraud prevention, platform safety, enforcement of its Terms, or compliance with law.

11. Changes to This Policy

Petsity may update this Account and Data Deletion Policy from time to time. Any updated version will be published on this page with a revised “Last Updated” date.

Material changes may also be communicated through the Platform or by email where appropriate.

12. Contact Us

For questions, deletion requests, or concerns regarding this Policy, contact:

Petsity Inc.
Oakville, Canada
Email: hello@petsity.ca
Phone: 437-983-2229