Privacy Notice

Version 1.2 · Effective 5 October 2026

Summary

Wagday is booking and management software for pet care facilities. Each facility decides what it records about its customers, their pets and its staff; Wagday holds that information to run the service for the facility.
We handle contact, account, booking, payment and pet care details. Pet vaccination and medical records are linked to the pet’s owner.
We use service providers to host, store, message, take payments and monitor the service. Some are overseas; Appendix A lists them and what is still to be confirmed.
Analytics from PostHog start only if you accept them in the cookie banner, or turn on Help improve Wagday in the apps.
You can ask for access, correction or deletion. Some financial records are kept even after deletion. You can complain to us, and then to the OAIC.

Who is responsible

Operators. Wagday handles the account, subscription, billing and support details of the business that signs up (the operator) for its own purposes.

Staff. A facility adds its staff and records their contact details, schedules, time entries, qualifications and leave. Wagday holds these records for the facility.

Customers and pet owners. A facility collects its customers’ details, pet profiles and booking history, directly or through its booking widget, customer portal or mobile app. The facility decides how it uses those records to care for your pet. Wagday holds and processes them on the facility’s behalf. For questions about a facility’s own decisions, contact the facility; we will help where the records are in Wagday.

What we handle and where it comes from

Names, email addresses, phone numbers, postal addresses and emergency contacts, from operators, staff and customers, or entered by a facility.
Pet profiles, care notes, booking history, photos and videos, report cards and incident reports, entered by customers and facility staff.
Messages sent by email, SMS and push notification, and SMS replies.
Payment and invoice details. Card details are collected by our payment providers.
Sign-in and session details, IP addresses, and device and browser information collected when you use the service.
Details from services a facility connects, such as accounting or marketing tools.

Pet vaccination and medical records

Facilities record pets’ vaccinations, vaccination certificates and medical history. These are records about animals, not human health information, and we do not treat them as sensitive information under the Privacy Act. They are linked to the pet’s owner, and documents and notes can include the owner’s name, contact details or vet details, so we handle them as personal information of the owner.

How we use it

Run accounts, bookings, care workflows and payments.
Send booking confirmations, reminders and facility messages.
Provide support and answer questions.
Keep the service secure, prevent abuse and fix errors.
Understand how the service is used, with analytics limited as described below.
Offer optional AI features: help-centre answers, reading vaccination certificates, and drafting messages.

Cookies and analytics

Essential cookies keep you signed in. PostHog analytics start only after you accept analytics cookies in the banner; if you decline, they do not start. To change your choice, clear this site’s stored data in your browser and the banner will ask again. PostHog analytics record full page addresses, including query strings, so we do not describe them as anonymous.

When you accept analytics cookies, we also set a cookie that records your choice so our servers can check it. Declining clears that cookie.

If you accept analytics cookies on a facility’s online booking portal, the portal also keeps the campaign tags of the link you arrived by and the website that referred you (its address only) in your browser. When you sign in, the portal sends that first visit to the facility, and then removes it from your browser once it has been received, keeping only a coded marker (not your email address) so it is not sent again. The facility records it with your customer record, so it can see which of its campaigns bring new customers, only if you had no bookings with it yet and your browser still has the cookie recording your acceptance. Declining analytics cookies removes the stored visit and the marker.

In the Wagday apps, PostHog analytics run only if you turn on Help improve Wagday, when you create your account or later in Settings. They record which screens you open by their general name (for example the booking details screen, never which booking) and a short list of actions such as sending a booking request. With each one goes an identifier the app creates, a session identifier, which app it is and its version and build, the type of device, its make, model and screen size, the operating system and its version, whether it is an emulator, and the version of the analytics library. They do not include your name, contact details, your pets’ details or your messages. The apps leave out your time zone and language, and ask PostHog not to look up a location. Turning the setting off stops the app recording them, deletes any it is still holding (apart from a batch already on its way) and discards the app’s identifier.

Vercel Web Analytics and Speed Insights measure page views and performance on every page and are not controlled by the banner. In the signed-in dashboard, Sentry records a sample of sessions to help us fix errors, with typed input masked.

Access and correction

You can ask for access to, or correction of, your personal information. In the customer portal, customers can update their pets’ details and notification preferences and download a copy of their data. For anything else, ask your facility or contact us at the address below. We may need to confirm your identity and involve the facility. If we cannot give access or make a correction, we will tell you why.

Deletion

A facility can erase a customer’s records, and you can ask us or the facility to do so. Erasure removes contact details, notes, messages and media files, but some records stay. Invoices are kept for accounting and audit purposes, with notes and line items cleared. Invoice-view events are kept, with IP addresses and browser details cleared, until they are deleted after 24 months. Appendix B sets out how long we keep each kind of record.

Complaints

If you have a privacy complaint, email us with the details. We will look into it and reply. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC).

Contact

Privacy contact: hello@wagday.com.au

Appendix A: service providers

A configured region or endpoint does not by itself guarantee where data is stored. “To be confirmed” means we do not yet have verified evidence for that detail. We review this list whenever we add a provider or change how we use one.

Provider	Purpose	Data categories	Region/country	Contractual residency status	Safeguard
Neon	Facility databases and the shared control-plane database	Account, business, staff, customer, pet, booking, message and payment records	Australia (configured Sydney region, aws-ap-southeast-2)	To be confirmed	A separate database for each facility; provider transfer terms to be confirmed
Vercel	Application hosting, plus Web Analytics and Speed Insights on every page, and the Wagday AI agent service and its conversation storage (Vercel Workflow)	Requests to the service, application data in transit, page views and performance measurements, and, for facilities using Wagday AI Beta features, the Wagday AI conversations and the figures the assistant looked up to answer them	Australia (configured syd1 functions region)	To be confirmed	Web Analytics and Speed Insights are not controlled by the cookie banner; provider transfer terms to be confirmed
Cloudflare R2	File storage	Pet and booking photos and videos, vaccination certificates, medical documents, signatures and data-export files	To be confirmed	To be confirmed	Certificates and exports are served through short-lived signed links; provider transfer terms to be confirmed
Cloudflare Turnstile	Bot protection on the embedded booking widget	Challenge token, IP address and browser signals	To be confirmed	To be confirmed	Used only to check the booking request is from a person; provider transfer terms to be confirmed
Clerk	Operator and staff sign-in and organisation membership	Name, email address, sign-in and session details, organisation membership	To be confirmed	To be confirmed	To be confirmed
Stripe	Wagday subscriptions and facility payment processing	Customer and business contact details, card and payment details, transaction records	To be confirmed	To be confirmed	To be confirmed
Square	Optional payment provider, off unless switched on	Customer, merchant and transaction details when enabled	To be confirmed	To be confirmed	To be confirmed
Xero	Optional accounting connection chosen by a facility	Customer contact details, invoices, payments and refunds	To be confirmed	To be confirmed	Connection tokens are stored encrypted; provider transfer terms to be confirmed
Mailchimp	Optional marketing audience sync chosen by a facility	Name and email address of active customers recorded as opted in to marketing	To be confirmed	To be confirmed	Only customers recorded as opted in to marketing are synced, excluding contacts who are restricted, suppressed or unsubscribed in Mailchimp; the API key is stored encrypted; provider transfer terms to be confirmed
Twilio	SMS messages and replies	Phone numbers and message content	To be confirmed	To be confirmed	To be confirmed
Resend	Email delivery	Email addresses, names and message content	To be confirmed	To be confirmed	To be confirmed
Expo push service	Notifications to the customer mobile app	Device push tokens, notification text and in-app link identifiers	To be confirmed	To be confirmed	Not sent to suppressed contacts; provider transfer terms to be confirmed
PostHog	Product analytics, only after analytics consent (the website's cookie banner, or Help improve Wagday in the apps)	On the website: full page addresses (including query strings), usage events, a browser identifier, and device and browser details. In the apps: screen names, a short fixed list of in-app actions, an identifier the app creates, a session identifier, the app and its version and build, the device type, make, model and screen size, the operating system and its version, whether it is an emulator, and the analytics library version	United States (the browser may only send to PostHog's US host; storage location unconfirmed)	To be confirmed	Loads only after the visitor accepts analytics cookies, or in the apps only after the person turns on Help improve Wagday; no location lookup from app traffic; provider transfer terms to be confirmed
Sentry	Error and performance monitoring for the web and mobile apps, and session replay in the signed-in dashboard	Error reports with request and device context, and screen recordings of a sample of dashboard sessions	To be confirmed	To be confirmed	All text and typed input is masked and images and media are blocked in recordings; error reports are filtered to remove recognisable email addresses, phone numbers and street addresses before they are sent; AI prompts and responses are not recorded; provider transfer terms to be confirmed
Upstash Redis	Rate limiting to protect the service from abuse	IP addresses and account identifiers such as email addresses, with request counters	To be confirmed	To be confirmed	To be confirmed
Upstash QStash	Background job delivery	Job contents, which can include names, email addresses and booking details	United States (account and endpoint documented as us-east-1; storage country unconfirmed)	To be confirmed	The app asks QStash to redact job contents from its logs; provider transfer terms to be confirmed
Google Maps Platform	Address search, geocoding, maps, routes, and weather for the dashboard and staff heat advisories	Customer and facility addresses, map and route requests, and facility coordinates for weather lookups	To be confirmed	To be confirmed	To be confirmed
Vercel AI Gateway	Routing AI requests to the model provider	Help-centre chat questions, vaccination certificates uploaded by staff or by pet owners in the customer app, message-drafting instructions, report card notes and mood with the pet's name where a facility has turned on report card note drafts, incident report text with the pet's name, including while staff are still writing it, where a facility has turned on incident triage, a customer's message to the booking assistant with their pets' names, the facility's service names and the dates or bookings being offered where a facility has turned on booking assistant conversations, and, where a facility has turned on a Wagday AI Beta feature: totals and rates from its reports with venue names (insights and the weekly digest); booking times, pet names and the feeding and medication schedules of pets on site (front desk assistant); and pet names, stay dates, vaccination status, the business name and brand voice settings (vaccination review). Customer names, emails and phone numbers are not sent to the Wagday AI features or the booking assistant.	To be confirmed	To be confirmed	Server-side calls only. Zero data retention is on for the whole AI Gateway team, so every request goes only to providers with zero data retention that don't train on the prompt: OpenAI or Microsoft Azure for GPT, and TypeSafe AI's own endpoint for Jev (SMS booking intent, booking assistant, draft checks, incident triage). Certificate reads and Jev also require it in code (refused, not rerouted, when none is available); provider transfer terms to be confirmed
OpenAI GPT (via AI Gateway)	AI help answers, certificate reading, message drafting, report card note drafting and the Wagday AI Beta assistants	Help-centre chat questions, vaccination certificates uploaded by staff or by pet owners in the customer app, message-drafting instructions, and report card notes and mood with the pet's name where a facility has turned on report card note drafts, and, where a facility has turned on a Wagday AI Beta feature: totals and rates from its reports with venue names (insights and the weekly digest); booking times, pet names and the feeding and medication schedules of pets on site (front desk assistant); and pet names, stay dates, vaccination status, the business name and brand voice settings (vaccination review). Customer names, emails and phone numbers are not sent to the Wagday AI features.	To be confirmed	To be confirmed	Zero data retention and no training on the prompt for every request, served by OpenAI or Microsoft Azure only. Certificate reads require it in code; help answers, message drafting and report card note drafting get it from the AI Gateway team setting; provider transfer terms to be confirmed

Appendix B: retention

These periods describe how Wagday itself behaves. Providers’ own copies, logs and backups follow their own schedules.

Record	How long	What happens
Customer, pet and booking records	Kept while the facility uses Wagday; there is no automatic deletion period	When a facility erases a customer, Wagday removes their contact details, addresses, notes, message content and media files, and renames their pets. Pet vaccination and medical records stay with the vet name, notes, description and documents removed. Booking and payment records stay so the facility's financial history remains complete.
Invoices and invoice-view events	Invoices are kept for accounting and audit purposes; invoice-view events are deleted after 24 months	On erasure, invoice rows and their amounts, tax and status stay, with invoice notes and line items cleared. Invoice-view events stay with their IP address and browser details cleared, until a weekly clean-up deletes them at 24 months.
Booking assistant conversations	Deleted 30 days after the last message; deleted straight away when the customer is erased	Where a facility has turned on booking assistant conversations, Wagday keeps what the customer typed in the portal or app chat, the assistant's replies, and the request in progress (pets, service, dates and times) so the conversation can continue and staff can review it. Text messages stay in the facility's SMS history as before. A daily clean-up deletes each conversation 30 days after its last message, whether or not the facility still uses the assistant. Bookings and cancellation requests the customer confirmed are ordinary booking records.
Portal sign-in codes, links and sessions	Sign-in codes last 10 minutes and portal sessions up to 60 days; a daily clean-up deletes expired or revoked ones	Erasing a customer also deletes their sign-in codes, sessions and registered mobile devices straight away.
Data export files	Download links expire after 48 hours; the file is deleted after 7 days	Exports are kept in a separate storage bucket with a 7-day deletion rule. A link expiring does not by itself delete the file.
Online booking portal first-visit source	Kept with the customer record while the facility uses Wagday; deleted when the customer is erased	Only after a visitor accepts analytics cookies, a facility's online booking portal keeps the campaign tags (UTM tags) of the link they arrived by and the referring website's address (host only) in their browser; accepting also sets a first-party cookie recording that choice. When a customer signs in, the portal sends that first visit and removes it from the browser once it has been received, keeping only a keyed hash of the customer for that facility (never the email address) so it is not sent again. The server records it with the customer record only when that consent cookie is present and the customer has no booking with the facility yet. A recorded first visit is never replaced. Declining analytics cookies removes the stored visit and those markers and clears the consent cookie.
Customer referral codes and rewards	Kept with the customer record while the facility uses Wagday; the code is deleted, and reward notes are redacted, when either customer is erased	When a facility turns referral codes on, each customer who opens their portal account page gets a random referral code that identifies nothing about them. A customer who joined in the last 30 days can enter the code of the customer who referred them; the facility then sees who referred whom. The portal never shows the referrer who used their code; if the facility sends referral thank-you messages, the message names the friend by first name only. A reward is never issued automatically: staff may record, in their own words, a reward they gave by hand.
Operator and staff sign-in accounts	Kept while the person belongs to an organisation on Wagday	One sign-in can be shared across facilities. When a person's records are erased from one facility, their sign-in account is deleted only if they no longer belong to any other organisation.
Wagday AI weekly digests and vaccination follow-up drafts	Deleted 90 days after they are written	Each weekly digest and each drafted vaccination follow-up is deleted 90 days after Wagday AI writes it, whether or not it was sent. A follow-up that was sent stays in the facility's communication history like any other email.
Wagday AI chat records	Which person owns a chat is deleted after 30 days; the conversation itself is held by Vercel Workflow for a period to be confirmed	A Wagday AI chat ends 24 hours after it starts. Wagday keeps a record of who owns each chat, so nobody else can open it, and deletes that record after 30 days.
Service provider copies, logs and backups	Set by each provider; periods and backup deletion windows are to be confirmed	Deleting a record in Wagday does not automatically delete copies held by the providers listed above. Ask us about a particular provider.