Privacy Policy — Tendpaw App

1. Scope and operator

This Privacy Policy describes how Tendpaw ("we", "us") processes data when you use the Tendpaw app on iOS or Android (the "App"). The separate policy at tendpaw.com/en/privacy covers the public website.

Tendpaw is operated in Vietnam. We process data in accordance with Vietnamese law applicable to our activities, including the Personal Data Protection Law No. 91/2025/QH15.

2. Data we process

Account data: email, display name, a phone number if you add one to your profile or have verified one for AI before, and information needed to authenticate through email, Google, or Apple.

Pet and health data: name, species, breed, birth date, sex, weight, photos, medical notes, symptom logs, vaccinations, medications, and other information you enter.

AI assistant and AI screening: questions, symptom descriptions, answers, photos you send, AI results, reports about an answer, how many questions you have used, and technical information needed for safety review.

Paid plans: when you buy a plan through the App Store or Google Play, the store handles the payment. Tendpaw and RevenueCat (the service that manages plans) receive the purchase details linked to your Tendpaw account ID: the product, its period, the transaction ID and the store's receipt, your IP address, device type and country. RevenueCat does not receive your email, phone number or name, and none of us receive your card number.

Location and clinics: precise device coordinates when you grant permission, or an address/location you select manually, to find and rank nearby clinics, and during that same App session to suggest emergency clinics alongside AI results. You can deny location permission and enter a location manually.

Bookings: the clinic, pet, preferred time, notes, and any AI report you choose to attach.

Device and security data: device platform, push-notification registration token, IP address, and session data needed to sign you in, prevent abuse, and operate the service.

Crash reports: when the App hits an error, Tendpaw uses Google's Firebase Crashlytics to receive technical details about it: the error and where it happened in the code; the device model, operating system version and App version; and a random installation ID. Tendpaw does not link crash reports to your account. The data is processed on Google's servers outside Vietnam and deleted automatically after 90 days. You can turn this off in Account → Data & privacy → Send crash reports automatically.

3. How we use data

To provide accounts, pet profiles, health logs, reminders, AI screening, clinic search, bookings, data export, and user support.

To authenticate users, maintain sessions, protect accounts, limit abuse, and address operational failures.

To assess AI quality and safety using technical logs with limited identifying data, and to respond to legal obligations or valid authority requests where applicable.

4. Consent and controls

The App reads your device location only when you tap “Use my location”. Information about your pet is sent only to the clinic you choose, when you send a visit request. Operating-system permissions such as location, camera, photos, and notifications are used only after you allow them.

Under Account → Data & privacy you can see how Tendpaw uses each kind of data, turn off automatic crash reports, download your data, or request full deletion. You can delete individual chats with the AI assistant in the Assistant tab.

You can revoke location, camera, photo, and notification permissions at any time in your operating-system settings. Doing so may stop the feature that depends on it without locking unrelated parts of the App.

To withdraw consent for profile and pet health data, use “Request full data deletion” in the App or email [email protected].

5. Artificial intelligence and pet-health data

To answer in the AI assistant and AI screening, Tendpaw sends your question, the photos you send and the pet health details needed to an AI model provider: OpenAI (United States) or DeepSeek (China), depending on which service is running. The App asks for your consent before the first use, and you can withdraw it under Account → Data & privacy. Do not include unnecessary personal information, including details of your own health, in questions or symptom descriptions. What was sent to an AI provider is held by that provider under its own terms; Tendpaw cannot delete those copies.

AI results are preliminary reference information, not a diagnosis, prescription, or replacement for a veterinarian. In an emergency, contact or take your pet to an appropriate veterinary facility immediately.

6. Service providers and sharing

We do not sell personal data. We share only the data needed by service providers to operate Tendpaw.

Current providers include Google Firebase (authentication, push notifications, crash reports, checking that AI requests come from the genuine App, and usage statistics only if you turn on “Share usage statistics”); OpenAI in the United States and DeepSeek in China for AI processing; RevenueCat in the United States for managing plans bought through the App Store and Google Play; Mapbox (maps, addresses, and travel times); Resend, Brevo and Mailjet (login and service emails); Render (application servers); Neon (database); Upstash (temporary data and rate limiting); and Cloudflare (DNS, website delivery, and file storage when configured).

Google and Apple process data under their own policies when you use social sign-in. When you make a booking or choose to attach a report, relevant data is shared with the selected clinic to handle the request.

We may disclose data where required by law or where necessary to protect safety, legal rights, and service integrity.

7. Processing outside Vietnam

Some providers above operate infrastructure outside Vietnam, including the United States (Google Firebase, OpenAI, RevenueCat, Mapbox) and China (DeepSeek, when that service is running), so necessary data may be processed across borders. We limit what is sent to each service's purpose and apply reasonable safeguards within our control.

8. Retention

Account, pet, and health data is kept while your account is active or until you delete it, except where data must be retained longer for legal, safety, or transaction-integrity purposes.

AI assistant conversations, their photos and what the assistant remembers about your pet are kept until you delete the conversation or your account. For AI screening (outside the assistant), raw AI inputs and outputs are assigned a maximum 30-day lifetime and are removed sooner when you delete your account. AI activity logs with reduced identifying data may be retained longer for safety review and compliance.

On your phone, photos you send in the assistant chat are kept only as small thumbnails with no location or camera details, in a folder that is never backed up. We delete them when you delete the chat, sign out, or delete your data, and after 90 days without opening them.

After deletion, some records remain linked only to an anonymized user ID where needed for legal obligations, fraud prevention, or reconciliation: payment, purchase and usage records (up to 10 years); the AI activity log (up to 5 years); visit requests (up to 5 years); the record of an email deletion request (up to 2 years); and audit records. Backups expire after 90 days at most.

9. Export and account deletion

You can request an export from the App's Data & Privacy screen.

You can delete your account from Settings or Data & Privacy. After confirmation and any required Google or Apple reauthentication, Tendpaw immediately anonymizes the account: email, phone, and name are replaced with non-identifying values; pet names, photos, and sensitive notes are removed or scrubbed; devices, notifications, export files, AI-support reports, and raw AI content are deleted; and sessions are revoked.

Deletion cannot be undone. You may later register with the same email, but old data will not be reconnected to the new account.

Deleting your account does not cancel a paid plan bought through the App Store or Google Play: cancel it in the store. If you no longer have the App, you can ask for deletion by email; see tendpaw.com/delete-account.

10. Your rights

Depending on applicable law, you may request information, access, a copy, correction, or deletion of data; withdraw consent; restrict or object to processing; and complain to a competent authority.

Some requests require identity verification. We may deny or limit a request where the law permits or where fulfilling it would affect another person's rights.

11. Security and children

We use TLS connections, expiring session tokens, access controls, and appropriate technical measures to protect data. No system can eliminate every security risk.

Tendpaw is intended for people aged 16 and over. We do not knowingly offer accounts to children below this age. A parent or guardian may contact us if they believe a child has provided data to Tendpaw.

12. Policy updates

We may update this Policy to reflect changes to the App, providers, or law. The latest version and update date are always posted at tendpaw.com/en/app-privacy. For material changes, we will provide notice in the App or through an appropriate contact channel.