Privacy Policy
Last updated: May 2026
This Privacy Policy explains how Luxydog Ltd ("Luxydog", "we", "us", "our") collects, uses, stores, and protects your personal data when you use our website at luxydog.app and all related services, features, and tools (collectively, "the Platform"). We are committed to protecting your privacy and handling your data responsibly.
We are registered in England and Wales as Luxydog Ltd. This policy is written in accordance with UK GDPR (the UK General Data Protection Regulation) and the Data Protection Act 2018. By using our Platform, you agree to the collection and use of your information as described in this policy.
If you have any questions about this policy or how we handle your data, please contact us at hello@luxydog.app.
1. What Data We Collect
We collect the following categories of personal data:
1.1 Account Data
When you create a Luxydog account, we collect your first and last name, email address, and a hashed (encrypted) version of your password. We do not store your password in plain text. We also record the date and time your account was created and your account preferences.
1.2 Dog Profile Data
When you create a dog profile, we collect information you choose to provide about your dog including their name, breed, date of birth, weight, colour, gender, neutered/spayed status, microchip number, known allergies, current medications, medical notes, vet details (practice name, phone number, address), insurance information (provider name and policy number), and feeding details (food brand, daily amount, meal frequency). This data is stored securely and used only to provide you with personalised dog care features.
1.3 Health Tool Data
When you use our AI health tools, we may collect and process the following:
Symptom Checker: The symptoms you describe, your dog's details, and the AI assessment result
Image Health Scanner: Images you upload for analysis. Images are processed by our AI provider and are not stored permanently unless you explicitly save results
Behaviour Translator: Behaviour descriptions you enter and the AI response
Training Coach: Your conversation history with the AI training assistant
Feeding Planner: Dog details entered and the resulting nutrition plan
1.4 Booking and Payment Data
When you book a vet consultation, we collect booking details including the vet selected, consultation type, scheduled time, and consultation notes. Payment is processed entirely by Stripe, our payment provider. We do not store your full card number, CVV, or other sensitive payment card details. We do store your Stripe customer ID and subscription status to manage your premium membership.
1.5 Marketplace Data
If you make purchases through the Luxydog Marketplace, we collect order details, shipping address, and payment information (processed by Stripe). Seller accounts also require business information for identity verification and payment purposes.
1.6 Community Data
If you participate in the Luxydog Community, we collect the content of posts, replies, and any images you share publicly. Please be aware that community posts are visible to other users and the public.
1.7 Reminder Data
When you set up health reminders, we store the reminder title, type, due date, recurrence settings, and which dog the reminder is for.
1.8 Usage and Analytics Data
We collect anonymised data about how you use our Platform including pages visited, features used, time spent, buttons clicked, and browser/device type. This data is collected through Google Analytics 4 (GA4) with IP anonymisation enabled, and through our own internal analytics. This data helps us understand how to improve the Platform and which features are most useful.
1.9 Communications Data
When you contact us by email, through a contact form, or through any other channel, we retain a record of your communication and our response for customer service purposes.
1.10 Technical Data
We automatically collect certain technical information when you visit our Platform, including your IP address (anonymised for analytics), browser type and version, operating system, referring URLs, and session data. This is standard practice for all websites and is used for security, fraud prevention, and performance monitoring.
2. How We Use Your Data
We use your personal data for the following purposes:
To provide and operate the Platform — including your account, dog profiles, AI tool results, bookings, reminders, and marketplace orders
To personalise your experience — using your dog's details to provide tailored advice, feeding plans, and health assessments
To process payments — via our payment provider Stripe for subscriptions, vet consultations, and marketplace purchases
To send service communications — including account confirmations, booking confirmations, payment receipts, reminder notifications, and important updates about the Platform
To send marketing communications — if you have opted in to receive them, we may send newsletters, product updates, and promotional offers. You can opt out at any time
To improve the Platform — analysing usage patterns to identify bugs, improve features, and develop new tools
To ensure safety and security — detecting and preventing fraud, abuse, and unauthorised access
To comply with legal obligations — including tax records, financial regulations, and responding to lawful requests from authorities
To power AI tools — your inputs to our AI tools (symptoms, images, behaviours, questions) are sent to our AI provider (OpenAI) for processing. We do not send your personally identifiable information to OpenAI unless it is part of the content you have entered
3. Legal Basis for Processing
Under UK GDPR, we must have a valid legal basis for processing your personal data. We rely on the following bases:
Contract performance — processing necessary to provide the services you have signed up for (account management, booking processing, premium subscription management)
Legitimate interests — processing that is in our legitimate business interests and does not override your rights, such as fraud prevention, platform security, and product improvement
Consent — where you have given us explicit consent, such as for marketing emails or the use of non-essential cookies
Legal obligation — where we are required to process data to comply with the law
4. Who We Share Your Data With
We do not sell your personal data to any third party. We share data only with the following categories of trusted partners where it is necessary to provide our services:
Stripe (payment processing) — to process subscription payments, vet consultation fees, and marketplace transactions. Stripe is PCI DSS compliant.
OpenAI (AI processing) — to power our AI tools including the Symptom Checker, Image Scanner, Behaviour Translator, Training Coach, and Feeding Planner. Data sent to OpenAI is governed by their API data usage policies.
Google Analytics (analytics) — anonymised usage data to understand how our Platform is used. IP anonymisation is enabled.
Veterinary professionals on our platform — when you book a consultation, we share the relevant information (your name, your dog's details, your consultation notes) with the vet conducting your consultation.
Marketplace sellers — when you place an order, we share necessary order and shipping details with the seller fulfilling your order.
Cloud infrastructure providers — our Platform is hosted on secure cloud servers. Data is stored within the European Economic Area (EEA) or with providers that have adequate data protection safeguards.
Legal and regulatory authorities — where required by law, court order, or to protect the rights and safety of users or the public.
5. Data Retention
We retain your personal data for as long as your account is active or as long as needed to provide you with our services. Specifically:
Account data — retained until you delete your account, then deleted within 30 days
Dog profile data — retained as long as your account is active; deleted with your account
Health tool data — retained for 24 months to power your health history, then anonymised
Booking and payment records — retained for 7 years for legal and tax compliance
Communications — retained for 3 years from the date of the last interaction
Analytics data — anonymised, retained for up to 26 months in Google Analytics
When we delete data, we ensure it is securely destroyed and cannot be recovered.
6. Your Rights Under UK GDPR
You have the following rights regarding your personal data:
Right of access — you can request a copy of all personal data we hold about you
Right to rectification — you can ask us to correct inaccurate or incomplete data
Right to erasure — you can ask us to delete your data (the "right to be forgotten"), subject to legal obligations
Right to restrict processing — you can ask us to limit how we use your data in certain circumstances
Right to data portability — you can request your data in a structured, machine-readable format
Right to object — you can object to us processing your data for direct marketing or based on legitimate interests
Rights related to automated decision making — our AI tools provide suggestions only and do not make legally binding automated decisions about you
To exercise any of these rights, email us at hello@luxydog.app. We will respond within 30 days. There is no charge for making a request. We may need to verify your identity before processing your request.
If you are not satisfied with how we handle your data, you have the right to lodge a complaint with the UK Information Commissioner's Office (ICO) at ico.org.uk.
7. Cookies
We use cookies and similar tracking technologies on our Platform. For full details, please see our Cookie Policy. In summary:
Essential cookies — required for the Platform to function (login sessions, security). Cannot be disabled.
Analytics cookies — Google Analytics cookies that help us understand usage patterns. Can be disabled.
Preference cookies — remember your settings and preferences. Can be disabled.
You can manage your cookie preferences at any time through your browser settings or our cookie consent tool.
8. Data Security
We take the security of your data seriously and implement appropriate technical and organisational measures to protect it against unauthorised access, disclosure, alteration, or destruction. These measures include:
All data transmission is encrypted using HTTPS/TLS
Passwords are hashed using industry-standard algorithms — we never store plain text passwords
Access to personal data is restricted to authorised team members only
Our servers are protected by firewalls, intrusion detection, and regular security monitoring
We conduct regular security reviews and vulnerability assessments
While we take every reasonable precaution, no system is completely impenetrable. If we become aware of a data breach that poses a risk to your rights and freedoms, we will notify you and the ICO within 72 hours as required by law.
9. Children's Privacy
Our Platform is not directed at children under the age of 13, and we do not knowingly collect personal data from children under 13. If you believe a child under 13 has provided us with personal data, please contact us at hello@luxydog.app and we will delete it promptly.
10. Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements. When we make significant changes, we will notify you by email (if you have an account) and by displaying a notice on our Platform. The "Last updated" date at the top of this page will always reflect the most recent version. We encourage you to review this policy periodically.
11. Contact Us
For any privacy-related questions, requests, or concerns:
📧 hello@luxydog.app
Subject line: "Privacy Request — [Your Name]"
We aim to respond to all privacy requests within 30 days.