Privacy Policy

Account and contact information: your name, email address, phone number, and service address, which you provide when creating an account or requesting services.

Pet information: the details you give us about your pets — name, species, breed, size, temperament, care preferences, handling notes, and similar details that help us care for them safely.

Request and care information: the details of your service requests, appointments, care summaries, and communication preferences.

Home access information: when required for in-home services, details such as access method, described separately under 'Home access information' below.

Payment records: amounts, dates, and methods of payments, deposits, and refunds, so we can keep your payment history accurate. Card payments, where offered, are processed by our payment processor — Serafai never sees or stores your card number.

We use your information to provide and confirm pet-care services, keep your pet's care instructions accurate, send you transactional notifications about your requests and appointments, maintain your account and payment history, respond to your questions, and keep our services safe and of good quality.

We do not sell your personal information.

When you chat with Peanut, our AI pet care assistant, the conversation helps Peanut respond to you and, when you choose to continue to a service request, the details you shared carry into that request.

Peanut conversations are retained only as reasonably necessary to provide services and for safety and service quality. We do not use your Peanut conversations to train or improve AI.

For services inside your home (such as pet sitting), reliable home access is required. Door codes, alarm codes, lockbox combinations, and similar details are collected through a separate secure process with restricted access.

Home access details are used only to provide the care you requested. They are never shown in your care summaries, never included in routine visit documentation, and never shared except as needed to provide the service.

We share personal information only as needed to provide our services — for example, with payment processors — and as otherwise required by law. Service providers we use are limited to what they need to perform their function.

You can update your contact details and choose how we notify you (email, text, both, or a phone call) anytime in your Serafai account. Appointment updates are currently provided by email — text messaging is not yet active. If you opt in to text messages, our SMS Terms apply once messaging is enabled, and you can withdraw consent anytime from your account settings.

To review, correct, or request deletion of your personal information, email us at hello@serafaipets.com. We'll respond within a reasonable time. Some records may be retained as necessary for business, accounting, or legal purposes — for example, records of payments and completed services.

Serafai accounts are for adults 18 and older, and our services are not directed to minors.

We use reasonable administrative and technical safeguards to protect your information, including restricting access to sensitive details like home access information. No method of storage or transmission is completely secure, and we cannot guarantee absolute security.

We may update this policy from time to time. The current version is always available on this page with its last-updated date.