Privacy policy

What we collect

• Account data: name, email, phone, organization details, and security settings such as two-factor enrolment.
• Shipment data: addresses, recipient contact details, animal details, packing and arrival photos, tracking events and support conversations.
• Payment data: handled by our payment providers. We store provider references and accounting records. We never store card numbers.
• Identity verification: where policy requires it, we use a verification provider and keep the session reference, status and a reviewed summary, not raw document images.

How we use it

To check eligibility, book and track shipments, provide support, prevent fraud and abuse, keep financial records and meet legal obligations.

Automated packing review: where it is switched on, the packing photos you upload are sent to our AI provider, Anthropic (a subprocessor), so its Claude model can check the packing against the species packing guide before hand-off. We send the photos (with location metadata removed) and packing facts such as species, box size and temperature range, never your name, addresses or contact details. Results are kept with the shipment record. A review can be wrong and is never a guarantee of safe arrival.

Operational notices vs. marketing

• Operational notices (security alerts, receipts, shipment and tracking updates) are necessary to provide the service and can't be switched off while a shipment is active.
• Marketing is sent only with separate, opt-in consent, and you can unsubscribe at any time. Opting out of marketing never affects operational notices.

Analytics

With your consent, we use product analytics and session replay on public and selected account pages to improve the service. Form fields, identity flows, payment forms, message bodies and private documents are masked or excluded. You can change your analytics choice at any time from the consent banner.

Shipper-owned customer data

Each shipper organization owns its own contacts and recipient records. We never merge a shipper's customer list into our own marketing audiences.

Retention

Records are kept according to a retention schedule per record type. Financial, tax, dispute and shipment records are kept for the periods the law and our carrier contracts require; other personal data is deleted or anonymised when no longer needed. Audit and financial records are redacted rather than deleted where the law allows.

Export and deletion

You can request an export of your personal data or its deletion by contacting us. We'll verify your identity, tell you what we must retain and why (for example, for tax or an open claim), and complete the request within the period required by law.

Storage and security

Private documents (labels, identity outputs, claim evidence, photos and attachments) are kept in private storage and reached only through short-lived authorized links. See the trust center for more.