PETELLOAna sayfaya dön

Privacy Policy

Version v1.0 · Last updated: 4 September 2026

This is an English summary of our privacy policy. The Turkish version is the authoritative text and governs in case of any discrepancy.

1. Who We Are

SoftWorks Yazılım ve Bilgi Teknolojileri Limited Şirketi operates Petello, a marketplace that connects pet owners in Türkiye with pet boarding facilities, in-home pet sitters and dog walkers. We are the data controller for the personal data described here.

  • Address: Küçükbakkalköy Mah. Selvili Sk. No: 4 İç Kapı No: 20 Ataşehir / İstanbul
  • Email: info@petello.app — privacy requests and support

2. Data We Collect

All users: name, email address, mobile phone number, password (stored only as a bcrypt hash), account type, and session records.

Pet owners: pet details (name, species, breed, sex, age, weight, neutering status, vaccination and parasite records with dates, care and health notes); a service address typed manually for dog-walking requests; booking history.

Service providers: business name, contact person, business location (map coordinates and address), payment details (IBAN, account holder name, tax or national ID number), photos, and verification documents.

User content: in-app messages between owners and providers, review ratings and texts.

Technical data: app version, device model, operating system version, in-app events (such as “search performed” or “booking created”), and country derived from IP address.

3. What We Do Not Collect

  • No advertising identifiers (IDFA / AAID) and no advertising or tracking SDKs
  • No payment card data — card details are never stored on Petello systems; payments are processed through the infrastructure of a licensed payment provider (see “Payment and Card Security” in the Turkish policy)
  • No background location and no location history. Your location is never accessed when the app is closed or in the background
  • No camera, microphone, contacts, calendar, SMS or email inbox access
  • No human health data

4. Location

Location permission is requested only from service providers, and only to place their business pin on the map. Tapping “Use My Location” reads your current position once and stores it as your business address, which is then shown publicly in search results. You can always drag the pin manually instead. Pet owners are never asked for location; their service address is typed as free text.

5. Verification Documents

Providers must submit identity and eligibility documents: tax certificate, business licence and authorised person's ID for businesses; ID, proof of residence and a criminal record certificate for individual sitters and walkers.

A criminal record certificate is special category personal data under Turkish data protection law and is processed only with your explicit consent, solely to assess eligibility to appear on the platform. Documents are held in restricted storage and deleted once verification is complete.

6. Why We Process Your Data

  • To create and secure your account and verify your phone number
  • To create booking requests and pass them to the relevant provider
  • To let owners and providers message each other
  • To verify providers and keep the platform safe
  • To keep financial records required by tax law
  • To measure product usage and improve the service

7. Who We Share With

Other users: when you create a booking request, the provider receives your name, phone number, pet details, request details and — for dog walking — your address. This is necessary to perform the service.

Processors: Sipay (payment processing — Türkiye; receives your name, email, phone and the transaction amount. Card details are entered directly on Sipay’s secure page and are never transmitted to or stored by Petello; your IP address is not shared), Supabase (database, storage, server functions — EU), Twilio (SMS verification and notifications — US), Resend (notification email — US), PostHog (product analytics — EU), Google Analytics (website only, not used in the mobile app — US), Cloudflare (website hosting), OpenStreetMap (map tiles; sees IP address only).

These providers act only on our instructions. We never sell your personal data and never share it for advertising.

8. Retention

Account data is kept while your account is active and deleted on request. Booking and transaction records are retained for 10 years as required by Turkish tax and commercial law, but are anonymised if you delete your account. Verification documents are deleted after verification. Session records are kept 30 days; analytics events 12 months.

9. Deleting Your Account

You can permanently delete your account from inside the app at any time: Profile → “Hesabımı Sil” (Delete My Account). This cannot be undone.

Your account, profile, pets, messages, addresses, photos and documents are permanently deleted. Past booking records are anonymised — your name, phone number and address are stripped out, leaving only a commercial record that can no longer be linked to you. We do this because tax law requires us to retain the record, and because the provider needs their own trading history intact.

If you have an active or pending booking, the account cannot be deleted until it is completed or cancelled. See petello.app/hesap-silme.

10. Security

  • All traffic is encrypted in transit (TLS)
  • Passwords are stored as bcrypt hashes and never in plain text
  • Row-level access control ensures each user can reach only their own records
  • Verification documents are held in restricted, separate storage
  • Session tokens are stored as hashes, never in raw form

11. Your Rights

You have the right to learn whether we process your data, to obtain information about it, to know the third parties it has been transferred to, to have inaccurate data corrected, to have your data erased, to object to decisions produced solely by automated analysis, and to claim compensation for unlawful processing. Where processing relies on consent, you may withdraw it at any time.

Contact info@petello.app. We respond within 30 days.

12. Children

Petello is not directed at anyone under 18 and we do not knowingly collect data from children. If we learn of such data, we delete it promptly.

13. Changes

We may update this policy. Material changes will be announced in the app or by email. The “Last updated” date at the top reflects the current version.