Welcome to Petbnb! Pet parents and pet sitters connect on Petbnb to arrange pet-sitting services. In doing so, we process personal data such as the information you use to create your account and the search terms you enter. We are committed to handling your information carefully. In this Privacy Statement, we explain how we do this. Here you will also find information on how to exercise your rights, tips to manage your data, and contact details if you have other questions.
Who We Are
Pet Matters B.V. ("Petbnb") operates Petbnb.nl, Petbnb.de, Petbnb.be, the Petbnb app, and related services and sites, hereinafter referred to as the "Platform." Petbnb offers various services, tools, and applications in collaboration with partners, such as payment processing services and communication tools ("Services"). Petbnb is the data controller for the processing of the data you provide directly, that we obtain indirectly, or that are generated while you use our Platform or Services.
Which Personal Data We Process and For What Purpose
We process your personal data to enable the use of our Services and Platform. This includes matching pet parents with pet sitters, displaying relevant search results, measuring the performance of pet sitter profiles, providing customer service, keeping our Platform secure, detecting, investigating, and preventing fraudulent and illegal activities, and analysing and improving our Platform and Services. Additionally, we process personal data to comply with legal obligations.
Activity, Purpose, Legal Basis
Below, we explain for the most common activities on or via our Platform which personal data we process and for what purpose. The legal basis on which we base the processing is indicated as: (PC) Performance of Contract, (LI) Legitimate Interest, (C) Consent, and (LO) Legal Obligation.
Booking and Providing Pet-Sitting Services via Petbnb
Your Account Data
To book or provide pet-sitting services via our Platform, you create an account with us. You provide data such as your name, email address, phone number (to enable two-factor authentication and/or complete your profile), and address details. Your postcode may be used so that other Platform users can determine your approximate location and to show you relevant pet sitters or pet parents. The purpose of this processing is to enable you to use our Platform and Services safely and successfully (PC).
Tip! You can view, supplement, and change the data you provided during registration under "Account" and (if you have registered as a pet sitter) "Your Listing" and (if you have created pet profiles) "My Pets" in your Petbnb account. Here, you can also exercise certain privacy rights such as the right to deletion, access, correction, modification, and restriction of processing. If you delete your account, this request is also treated as a deletion request as referred to in the General Data Protection Regulation (GDPR).
Additional Personal Data per Booking
When you make a booking or offer pet-sitting services, you can provide additional personal data, such as pet care requirements. This data is only used for this booking (PC). If other additional data is requested, it will always be clearly stated for which purposes and on which legal basis these data are requested and processed.
Messages
Communication between pet parents and pet sitters on our Platform takes place via our messaging functionality under Chat (PC). Note! Conversations via Chat are between you and the recipient. However, safeguarding the security and promoting the effectiveness of our Platform and Services is paramount. Therefore, communication is automatically scanned so that system warnings and tips can be shared (LI). Under certain circumstances, such as disputes between users and suspicious behaviours, messages can be opened for investigation (LI) or shared with competent authorities (LI, LO).
Other Personal Data
To show you relevant pet sitters or pet parents and provide a safe experience, we process:
- Your search queries, viewed and saved profiles, and communication with a pet sitter or pet parent (PC).
- Device data by which we can identify you, such as device ID, GUID, device type, advertising ID, and unique device tokens (PC).
- Your IP address, date, and time linked to your visit (PC).
- If made available: analytical data such as referral URLs (C).
- If available: your location data to show more relevant search results, pet sitters or pet parents, and other personalised content (C, LI).
Using Our Services
Payments and Booking Management
We offer payment processing services in collaboration with our payment service provider Online Payment Platform ("OPP"). If you use these services, you may be directed to OPP's environment. You provide your data directly to them (PC). Our payment service provider is an independent data controller in the processing of payment and transaction data. Questions and requests can be directed directly to them—please refer to their applicable privacy statement.
Note! If you, as a pet sitter, offer services via our Platform but are not yet registered with our payment service provider, we will share your email address, address, first name, last name, and telephone number with them. You will then be invited to verify your account with them so that you can receive payments.
Contact with Our Customer Service
You can contact our Customer Service via email or telephone. Customer Support processes your data to fulfil requests, resolve problems with your account or a dispute, collect amounts due, answer questions, or provide other customer service (PC).
Important! Dispute resolution is part of Petbnb's efforts to keep the Platform safe and offer its Services properly. In case of disputes, account data and activity, message history, and data about the use of Services can be processed and shared (PC, LI).
DAC7
If you use our Platform and Services in certain categories or above thresholds described in the Law implementing the EU Directive on administrative cooperation in the field of taxation—known as "DAC7"—you will be asked to provide additional data such as your address details and your tax identification number (LO). For some pet sitters, this may involve the Citizen Service Number (BSN). This is extremely sensitive data, and we handle it with the utmost care. If you qualify as a reportable user under DAC7, you will receive an invitation to verify and supplement your personal data via our Platform. You will be guided step by step through the process. At the end of the year, we share an annual overview with you. Additionally, Petbnb, like other platform providers, must share this DAC7 report with the Tax Authorities. For more information, see your relevant Tax Authorities' website.
Location Data
Petbnb may collect your location information, including your precise geolocation, when you provide it and consent to its use—for example, when searching for pet sitters or pet parents nearby, or initiating the dog walk tracking feature. When you first use these features, you will be asked to provide explicit consent for the collection and use of your location data. If you choose not to consent, these features will not be available.
If you initially consent but later decide to disable location access, you can do so at any time through your device's settings or within the app. Once disabled, location data collection will immediately cease, and any location-based features will become non-functional. We process location data solely to enhance your experience on our Platform, ensuring accurate search results and personalised services. This data is not shared with third parties outside of what is necessary to provide these features.
Other Purposes and Processing Activities
The processing activities described above are based on your use of our Platform and Services. Additionally, we process personal data for the following purposes:
Based on Our Legitimate Interest
Offering Targeted Marketing, Service Updates, and Special Promotions based on your user profile and behaviour on our Platform. This includes performing audience-based targeting for marketing purposes based on pseudonymised user data such as email addresses.
Tip! Manage your settings to receive marketing in "My Profile" in your Petbnb account.
Measuring the Performance of Our Email Marketing Campaigns by analysing open and click behaviour.
Conducting Market Research. We may contact you via email, mail, or phone to ask your opinion, conduct a survey, or carry out a questionnaire.
Improving Our Platform and Services by measuring website performance, analysing user activity, and data obtained via our Customer Service.
Providing Rights Holders or Other Third Parties with a legitimate interest with necessary information to prevent, detect, or terminate an infringement or other serious circumstance, strictly necessary for protecting that interest.
If We Have Obtained Your Consent
Offering Marketing on Behalf of our Partners.
Tip: Manage your marketing preferences via "Settings" in your Petbnb account.
Using Your Precise Geolocation to offer location-based Services.
Sharing Your Data with Third Parties
We share your data with third parties if necessary, for example, to:
- Offer or deliver a Service.
- Enforce our Terms of Use, monitor compliance, and detect violations.
- Carry out our marketing or advertising activities.
- Detect and combat fraudulent or illegal activities.
- Comply with legal obligations.
Categories of recipients may include:
- Our Partners with whom we offer Services in collaboration, such as our payment service provider.
- External Service Providers who support us in offering our Services and services for payment processing, help us display customised advertisements, and assist in preventing, detecting, mitigating, and investigating possible illegal activities, violations of our Terms of Use, fraud, and/or security breaches.
- External Providers of applications, services, and tools we use to operate the Platform.
- Government and Law Enforcement Agencies, authorities, or competent third parties to comply with legal obligations incumbent upon us, enforce our Terms of Use, or protect the rights, property, or safety of persons, and/or if a verified request is made or legal proceedings are initiated or ongoing.
- Tax Authorities if the thresholds described in the Law implementing the EU Directive on administrative cooperation in the field of taxation (known as 'DAC7') are exceeded. For more information, see the Tax Authorities' website.
Right of Access, Correction, and Deletion
Under the General Data Protection Regulation (GDPR), you have rights such as access, correction, and deletion of the personal data we process about you. You can also, under certain circumstances, object to the processing of your data or request a restriction of processing. We respect your rights, although we may not always fully comply with every request due to overriding interests or legal obligations.
You can exercise your rights in the following ways:
- Via Your Petbnb Account: When logged in, you can view, check, and change most personal data we process about you under "Settings." Here, you can also set your preferences for receiving marketing communications.
- Submit an Access Request: You can submit a request by sending an email to hulp@petbnb.nl. Before we comply with these requests, we verify them, and you will receive a notification.
- Delete Your Account: You can easily delete your account when logged in. Go to "Profile," click on "Change" where your name is displayed, and choose "Delete Account." We treat these requests as complete deletion requests and will delete all personal data we have about you unless there is a compelling reason or legal obligation to retain your data.
Retention of Your Data
We process your data as long as necessary to provide our Services, comply with legal obligations, keep our Platform secure, and resolve disputes. Specific retention periods are laid down in a detailed retention policy. Retention periods are determined within Petbnb based on these criteria:
- Service Necessity: How long is the personal data needed to offer our Services? This includes maintaining and improving product performance, keeping systems secure, and maintaining business and financial records.
- Data Sensitivity: If the personal data is sensitive, we apply the shortest possible retention period.
- User Consent: If you have given consent for a longer retention period, we retain the data as long as accepted.
- Legal Obligations: Are we legally, contractually, or otherwise obliged to retain your personal data? Examples include statutory retention periods, government instructions to retain data relevant to an investigation, or data retained in connection with legal proceedings.
Cookies and Tracking Technologies
Petbnb uses cookies and similar technologies to personalise your experience and analyse web traffic. These small files are stored on your device when you visit our platforms. Cookies enable us to recognise your device on future visits, store preferences, and understand user behaviour.
Types of Cookies:
- Session Cookies: These expire when you close your browser.
- Persistent Cookies: These remain until their set expiration date.
- Third-Party Cookies: We may use cookies from third parties for marketing and analytics purposes.
Managing Cookies:
You can manage your cookie preferences through your browser settings. You can choose to block or delete cookies; however, this may impact the functionality and experience of our services. For detailed guidance on managing cookies, please visit the Consumer Association website.
Third-Party Cookies:
Our website may include cookies from third-party services. We recommend reviewing their privacy policies as we are not responsible for their practices.
Other Provisions
Change of Ownership
If we merge with or are acquired by another company, we may share data with them in accordance with this Privacy Statement. If we intend to process your personal data for purposes not mentioned in this Privacy Statement, you will receive prior notice about the intended processing.
Modification of This Privacy Statement
We may change this Privacy Statement at any time. The amended version will be posted on the Platform with the date of the last change at the top. Material changes will be announced via email.
Right to Complain
Questions, complaints, and requests can be directed to hulp@petbnb.nl. If you disagree with how we process your data or have a complaint, you can submit it to a supervisory authority. In the Netherlands, this is the Autoriteit Persoonsgegevens (Dutch Data Protection Authority).
Security and Reporting
We secure your personal data using technical and organisational measures to minimise the risk of loss, misuse, unauthorised access, disclosure, and alterations. Our safeguards include firewalls, data encryption, physical access control at data centres, and authorisation management for information access. If you believe your account or data is being misused, please contact Customer Support via chat. If you suspect a security vulnerability on our Platform, please report it via hulp@petbnb.nl.
Transfer Outside the EEA
If personal data is shared with or provided to parties outside the European Economic Area, we ensure appropriate safeguards are in place to make this transfer in accordance with applicable laws and regulations. For sharing personal data with third parties, we ensure either an adequacy decision by the European Commission exists or we conclude EU-approved Standard Contractual Clauses with the party.
Spam Warning
We do not tolerate misuse of our Platform. Third parties are not allowed to add our users to a mailing list, email, or postal mail, even if a user has made a booking. Suspected abuse can be reported via hulp@petbnb.nl.
Privacy of Children
Our Platform is intended for a general audience and not for minors. It is only accessible to minor users if they have obtained permission from their legal representative or if it is customary that a minor of that age performs the relevant act independently. Only in those cases do we collect personal data from minors.
Important Contact Details
Questions? Please email us at hulp@petbnb.nl