Privacy Policy | MyPetESA

1. Information we collect

When you use MyPetESA, we collect information you provide directly to us, including:

Contact details such as your name, email address, phone number, and state of residence.
Information about your pet, such as species and name.
Intake and evaluation information you share as part of the clinical process.
Payment information, which is processed by our third-party payment processor — we do not store full card numbers.
Technical information such as device type, browser, IP address, and pages visited, collected through cookies and similar technologies.

2. How we use your information

We use the information we collect to:

Match you with a licensed mental health professional in your state and facilitate your evaluation.
Deliver your documentation and support landlord verification requests you initiate.
Process payments and issue refunds.
Respond to your questions and provide customer support.
Improve our services, website performance, and user experience.
Comply with legal obligations and enforce our Terms & Conditions.

3. Health information

Information you share during intake and your telehealth evaluation is sensitive. It is encrypted in transit and at rest, accessed only by your evaluating clinician and personnel who need it to operate the service, and handled in a HIPAA-conscious manner. Your clinician maintains their own professional records in accordance with applicable law and their licensing board’s requirements.

We never sell your health information, and we never share your clinical details with landlords or housing providers — they receive only the letter itself, and only from you or with your direction.

4. When we share information

We share personal information only in the following circumstances:

With the independent licensed clinician conducting your evaluation.
With service providers who help us operate the platform (hosting, payments, communications), bound by confidentiality obligations.
When you ask us to — for example, supporting a verification request from your housing provider.
When required by law, legal process, or to protect the rights, safety, and property of our users, clinicians, or the public.
In connection with a merger, acquisition, or sale of assets, with notice to you where required.

5. Security

We use administrative, technical, and physical safeguards designed to protect your information, including 256-bit SSL/TLS encryption in transit, encryption at rest, access controls, and routine security reviews. No method of transmission or storage is 100% secure, but we work continuously to protect your data.

6. Your rights & choices

Depending on where you live, you may have the right to access, correct, download, or delete personal information we hold about you, and to opt out of certain processing. To exercise any of these rights, contact us at support@mypetesa.com. You can opt out of marketing emails at any time using the unsubscribe link in those messages.

7. Data retention

We retain personal information for as long as needed to provide our services, comply with legal and clinical record-keeping obligations, resolve disputes, and enforce agreements. When information is no longer required, we delete or de-identify it.

8. Children’s privacy

MyPetESA is intended for adults 18 and older. We do not knowingly collect personal information from anyone under 18. If you believe a minor has provided us information, contact us and we will delete it.

9. Changes to this policy

We may update this Privacy Policy from time to time. When we do, we’ll revise the "Last updated" date above and, for material changes, provide additional notice such as an email or a prominent site announcement.

10. Contact us

Questions about this policy or our privacy practices? Reach us at support@mypetesa.com, call (833) 673-7387, or write to MyPetESA, 100 Wellness Way, Suite 210, Austin, TX 78701.