This policy explains what information Cairnley LLC ("Cairnley") collects, how we use it, and the choices you have. Cairnley is a text-based pet care concierge service.
2. Information we collect
Contact information: your name, phone number, email address and zip code
Pet information: your pet's name, breed or size, temperament, and any care notes or photos you choose to share
Location: your zip code, and the address and access notes you give for a booking (who sees them, and how they're protected, is in section 9).
Payment information: processed directly by Stripe. Cairnley does not store your full card or bank account number. We keep a record of each payment, refund and plan (amounts, dates and Stripe reference numbers) for accounting and tax purposes.
For providers (pros): identity, tax and bank details are collected by Stripe directly when you set up payouts, under Stripe's own terms and privacy policy. Cairnley never sees your bank account or Social Security number. We keep your Stripe account reference and your yearly earnings totals for tax reporting. Background checks are run by a screening company with your written consent; we keep the result (clear or not), not the full report, unless you send us a copy of a report yourself.
Message content: the text of conversations you have with Cairnley, kept to provide and improve the service
3. How we use your information
To match you with a vetted service provider and coordinate your booking
To process payments, plans, refunds and provider payouts through Stripe
To send you service-related text messages: booking confirmations, provider matches, and payment links, and to answer your questions, including about your plan and prices
To send you service-related email, such as your signup confirmation
To maintain records that help us keep service quality consistent, including notes about your pet that improve future matches
4. SMS consent and communications
By providing your phone number and texting Cairnley, you consent to receive text messages from Cairnley related to your account, bookings, and service updates. Message and data rates may apply. Message frequency varies based on your use of the service. Reply STOP at any time to opt out of messages, or HELP for assistance. We do not share your mobile information with third parties or affiliates for marketing or promotional purposes. All the categories of SMS consent and phone numbers obtained for that purpose will not be shared with any third parties.
5. How we share information
We share only what's necessary to provide the service:
With the specific provider matched to your booking — your pet's details and relevant care notes, so they can do the job well
With service providers that operate Cairnley's infrastructure: Stripe (payments and payouts), our messaging and verification-code providers (text delivery), our email providers, our hosting and database providers, and an AI service that helps Kay understand and write messages. The AI service receives only what is needed for the message at hand (never your full message history) and may not use it to train its models.
We do not sell your personal information, and we do not share it with third parties for their own marketing purposes.
5a. Connecting Google (optional)
After you sign in with your phone number, you can choose to connect your Google account so Kay can find your pet's records in your Gmail. Here is exactly what happens:
Access: read-only access to Gmail (and your email address). Cairnley cannot send, delete, or change any email.
What Kay reads: only messages that match pet searches (for example from vet clinics, PetDesk, Banfield, Chewy, Petco, PetSmart, Rover, Wag, or pet insurers, or about vaccines and vet records). A handful of those are read by an automated system to pull out your pet's details.
What we keep: your pet's details (shot dates, breed, medications, allergies, vet, microchip), copies of pet record attachments in private storage, and the names of pet services you use. We never keep your emails or anything unrelated to your pet.
No people, no ads: no person at Cairnley reads your email. Gmail data is never used for advertising, never sold, and never used to train AI models.
Disconnect anytime on cairnley.com (sign in with your phone, then Disconnect), or from your Google Account's security settings. Disconnecting revokes our access right away.
Cairnley's use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements.
6. Data retention
We retain your information for as long as you have an active membership or an ongoing relationship with Cairnley, and for a reasonable period afterward to maintain accurate records and comply with legal obligations. Copies of the texts you exchange with Kay are kept for 30 days so our team can help with an issue, then deleted.
7. Your rights
You can request access to, correction of, or deletion of your information at any time by texting Kay or replying to any email from Cairnley.
8. Children's privacy
Cairnley is not directed at, and does not knowingly collect information from, anyone under the age of 18.
9. Security
We take reasonable measures to protect your information:
Encryption. Your address, your entry details (door, gate and lockbox codes) and the saved text of your conversations are encrypted in our database, on top of the encryption our hosting providers apply to everything.
Entry details stay with your pro. Your pro sees your address and entry details only after accepting your booking, and they're hidden from them once it's complete. They never appear on your account page or in a data export, so even someone who got into your account couldn't see them.
No passwords to steal. You sign in with a one-time code texted to your phone, or a link from Kay that works once.
Optional Face ID. You can turn on Face ID, Touch ID or your phone's fingerprint sign-in from your account page, so signing in takes your face or fingerprint as well as the code. We never receive or store your face or fingerprint: your phone checks it and sends us only a cryptographic confirmation.
Payments. Card and bank details are handled by Stripe and never reach us.
No method of transmission or storage is completely secure, and we cannot guarantee absolute security.
A tip for protecting your phone number. Your phone number is how you sign in to Cairnley, and to many banks and other services. Most carriers let you add a PIN or lock that stops anyone from moving your number to another SIM or carrier without it: for example, T-Mobile's SIM Protection, Verizon's Number Lock, and AT&T's Wireless Account Lock. It's free, takes a few minutes in your carrier's app, and protects far more than your Cairnley account.
10. Changes to this policy
We may update this Privacy Policy from time to time. Material changes will be reflected by an updated effective date at the top of this page.
11. Contact
Questions about this policy can be sent by text to the Cairnley number or as a reply to any email from Cairnley.
