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Privacy Policy

Effective May 6, 2026. Lost Pet Specialists is operated by Exa Controls, LLC ("Exa Controls," "we," "us," or "our"). Questions: [email protected].

1. Information we collect

For your case, we collect:

  • Account: the email address (and, if you choose SMS sign-in, the phone number) you authenticate with. We do not store passwords — sign-in is a one-time link sent to your email or a one-time code sent by SMS.
  • Intake: the answers you give the wizard — owner info, pet details, last-seen location, and photos if uploaded.
  • Conversation: messages you send and replies you receive on your case page.
  • Payments: Stripe processes payments for us. We never see your card number; we record only Stripe's checkout-session id, the tier you purchased, and the amount.
  • Cookies: a sign-in session cookie and a CSRF protection cookie. No tracking pixels or third-party analytics on the marketing pages.
  • Operational logs: access logs and audit logs that record IP, user agent, and the actions taken on your case (including staff reads).

2. How we use information

We use information to:

  • operate and deliver the service to you,
  • authenticate users,
  • process payments,
  • provide support,
  • maintain security and prevent fraud or abuse,
  • communicate with you about your case,
  • comply with legal obligations, and
  • improve AI-assisted features as described below.

3. AI and training data

Lost Pet Specialists is building an AI-assisted system that learns from prior cases. The defaults are:

  • Free intake: the answers you provide contribute to training data. There is no opt-out at the free tier — using the free service implies consent for this use.
  • Paid cases (Personalized Analysis and phone consultations): training is opt-out. After purchase, your account page has a toggle to exclude this case from future training.

Training data is used internally and is not sold to third parties. Anthropic, our third-party AI provider, is contractually restricted from training on submitted data per its API terms.

4. Sharing of information

We do not sell personal information. We share information with the following processors as needed to deliver the service:

  • Lost Pet Specialists staff working your case. Every staff read of customer data is logged.
  • Anthropic (AI provider) when the assistant drafts a reply — your case context is sent so the model can produce a useful response.
  • SendGrid (email provider) for sign-in links and document delivery.
  • Twilio (SMS provider) when you choose phone-based sign-in.
  • Stripe for payment processing.
  • Hosting and infrastructure providers operating the application.
  • Legal authorities, where required.

5. Cookies and authentication

We use cookies for authentication, session management, security (CSRF protection), and core service functionality. Disabling cookies may impair functionality.

6. Retention

Active cases stay live until you close them. Magic-link tokens are purged 7 days after issue. Audit logs are retained for as long as we need them to investigate misuse. Deleted accounts may remain in backups or operational logs for limited periods. We retain information as long as reasonably necessary to deliver the service, comply with legal obligations, resolve disputes, and prevent fraud.

7. Security

We use commercially reasonable administrative, technical, and physical safeguards. No system can be guaranteed completely secure.

8. Your rights

  • Export — download everything we have on you from your account page.
  • Delete — close your account and remove your case data. For paid cases that did not opt out of training, we may retain anonymized embeddings used to improve the assistant. Free intakes are retained as part of the training corpus.
  • Correct — edit any field on your case at any time.

Depending on your jurisdiction, you may have additional rights to access or restrict processing. Send requests to [email protected].

9. International transfers

Information may be processed in the United States and other countries where our providers operate. By using the service, you consent to these transfers.

10. Children

The service is not directed to children under 16. We do not knowingly collect personal information from children under 16.

11. Contact

Privacy questions or data requests: [email protected]. We aim to respond within seven days.