Privacy policy

Who is responsible for your information

Tadas Bute, a sole trader trading as PetRoutePlanner, is the controller of the personal information described in this notice. Contact us at privacy@petrouteplanner.com.

Information we collect

We collect personal information reasonably needed to provide, support and administer the service. This may include:

your name, email address and traveller residence;
journey countries and cities, dates and times, journey purpose, planned travel mode and preferences;
pet type and count, whether any additional dogs, cats or ferrets are travelling, each pet's name, date of birth, breed and weight, the total travelling group size, and the limited recent-country travel-history answer requested for some dog journeys to the USA;
order scope, consent, payment status, promotion and refund information supplied by Stripe, although we do not receive full card details;
customer-portal checklist progress, clarification messages, support requests, complaints and customer-visible or internal admin activity connected with an order;
server-side session information, including a session identifier, IP address, browser user-agent string and last activity time;
first-party operational events, such as opening the trip form, creating a preview, starting or failing checkout, purchasing a plan, sending a plan email, or a planner validation failure. These events may record route codes, a general failure reason or the names of invalid fields, but not submitted field values, advertising identifiers or browser fingerprints;
privacy-sanitised technical diagnostics when the website fails in a visitor's browser. These may include the error type and message, stack trace, component or request context, page path, source-file location and HTTP status. The application does not store submitted form values with these reports. It removes query strings and private trip or preview tokens from recorded paths and redacts email addresses and long identifiers detected in diagnostic text. IP addresses are not saved with the first-party diagnostic event and are redacted before Laravel Nightwatch records the request; and
if you choose Allow measurement in our advertising-measurement control, Google Ads measurement data about whether an advert led to a sample view, planner start, preview, checkout or purchase. We configure this without automatic page-view reporting, personalised-ad signals, enhanced conversions or customer contact details.

Pet details may be personal information when linked to an identifiable owner or traveller. Do not submit unnecessary information about your health, another person's health, or other sensitive personal information. If you give us information about another traveller or person involved in the journey, make sure you are authorised to do so.

Why we use it and our lawful bases

We use order information to create, check, deliver, maintain and support the plan, manage payment and refunds, send service emails, provide the customer portal, keep the agreed purchase record and deal with enquiries. We normally rely on performance of a contract and steps you ask us to take before entering a contract.

We use limited session, security, operational and technical-diagnostic information to secure the service, prevent fraud and abuse, identify and troubleshoot errors, understand the purchase funnel, deal with complaints, keep proportionate business records, recover debts and establish, exercise or defend legal claims. We normally rely on legitimate interests for those purposes, except where a legal obligation applies, such as accounting, tax, regulatory or legal compliance.

We use Google Ads conversion measurement only after you choose Allow measurement. We rely on your consent for that optional measurement. You can withdraw it at any time through Advertising measurement choices in the website footer. Withdrawing consent stops future Google Ads measurement on this browser; it does not retrospectively erase aggregated campaign reports already created.

We do not currently send marketing emails, use personal information for advertising, or use solely automated decision-making that produces legal or similarly significant effects. Automated templates may prepare an eligible plan, while unusual or unclear requests are sent for human preparation.

Who receives it

We share information only where needed with service providers acting for us, including:

Stripe for hosted checkout, payment, fraud prevention and refunds;
Resend for transactional email delivery;
Laravel Cloud for website, application and database hosting;
Laravel Nightwatch for application-error and performance monitoring;
Google for optional Google Ads conversion measurement, but only after you allow it; and
professional advisers, regulators, law enforcement or courts where reasonably necessary or legally required.

We do not sell personal information. We do not currently use Google Analytics, a tag-management platform, personalised advertising or enhanced conversions.

International transfers

Stripe, Resend, Google, Laravel Cloud or Laravel Nightwatch may process information outside the UK. Where personal information is transferred internationally, we use a lawful transfer mechanism and appropriate safeguards, such as UK adequacy regulations or approved contractual safeguards.

How long we keep it

Unpaid previews are deleted after 30 days. You can discard an unpaid preview sooner.

We permanently delete paid journey and pet details, personalised plans, checklist progress, customer-portal access, clarification messages, customer-visible activity, payment-checkout records and personally linked analytics 180 days after payment by default. Customer deletion revokes portal access immediately and marks the request for operational deletion; an authorised administrator may permanently delete that operational graph sooner.

We delete anonymous first-party operational and browser-diagnostic events after 180 days. Monitoring records held by Laravel Nightwatch are retained for up to 90 days under its current standard retention period.

Before permanent operational deletion, we preserve a separate encrypted minimal compliance record where needed for transaction, payment and refund history, evidence of the accepted contract, accounting and legal claims. It may include the order reference, Stripe transaction identifiers, purchase and refund amounts and dates, product bought, consent timestamps, accepted legal-document versions, and the order name and email. It does not contain route, journey, pet, preference, clarification, checklist or plan data and cannot restore the customer portal. We retain this limited record for 72 months by default, then permanently delete it. Stripe and other processors may retain data under their own terms and retention practices.

Deletion does not rewrite historical backups. If a backup is restored for live use, the retention and deletion processes must run before it serves customers.

Security

We use proportionate technical and organisational safeguards, including access controls, restricted admin access, supported software and encrypted web connections. No internet service can promise absolute security. Contact privacy@petrouteplanner.com if you think information connected with the service has been compromised.

Your rights

Depending on the circumstances, you may have rights to access, correct, erase or restrict personal information; object to some uses; receive certain information in a portable format; and withdraw consent where consent is the lawful basis. These rights are not absolute.

Send a request to privacy@petrouteplanner.com. We may need to verify your identity. You can complain to the UK Information Commissioner's Office at ico.org.uk, and you may also have the right to complain to another applicable data-protection authority.

Cookies and similar technology

The PetRoutePlanner application uses these first-party cookies that are necessary for security and the service you request:

petrouteplanner-session keeps the site session working, carries security and form state, and supports the private admin login. The exact cookie name can be changed in deployment. Under the current configuration it expires after 120 minutes of inactivity.
XSRF-TOKEN supports protection against cross-site request forgery when forms and application requests are submitted. Under the current configuration it also expires after 120 minutes of inactivity.

The application also stores petrouteplanner_ad_measurement_consent for 180 days after you choose whether to allow optional Google Ads measurement. It remembers that choice so we do not repeatedly ask you. It does not identify a customer account or trip.

If you choose Allow measurement, the site loads the Google tag and Google may set first-party cookies whose names begin with _gcl_. Google says these are primarily used to measure whether people who click an advert later take an action on the advertiser's site and last for 90 days. Google also receives the selected conversion action and a sanitised page location. Private trip tokens and private-page query strings are removed. On non-private pages, only validated Google ad-click identifiers (gclid, gbraid or wbraid) may be retained so Google can attribute a consented conversion; other query parameters are removed. For purchases, Google receives the amount, currency and a non-identifying unique transaction reference. The site disables automatic page views, ad-personalisation signals and enhanced conversions.

If you have not yet chosen, or decline before previously allowing measurement in that browser session, the Google tag is not loaded and no consent-state or cookieless measurement ping is sent to Google. If you withdraw consent after the tag has loaded, it receives the withdrawal signal and stops future measurement; a reload does not load it again. You can change the choice at any time through Advertising measurement choices in the footer. Declining does not affect the necessary cookies or your ability to use or buy the service.

Stripe hosts the separate payment page and may use cookies or similar technology for checkout, security and fraud prevention under Stripe's own privacy and cookie information.

Changes

We may update this notice as the service and suppliers change. The current version is published here, while the version accepted at checkout is retained with the order for the applicable retention period.