Last updated: 26 September 2026
1. About this notice
This notice explains how iLinx Solutions LLC (“Petlinx”, “we”, “us”) handles personal information in the Petlinx software service: the Petlinx application that pet care businesses and their staff sign in to, and the online booking portal those businesses offer to their customers (together, the “Service”).
It does not cover our marketing website, www.petlinx.com. Visits to the website are covered by our Website Privacy Policy.
2. Who is responsible for your information
Businesses and their staff. For the business account, and for the staff who sign in to it, we decide how and why the information is used, and we are responsible for it.
Pet owners. The pet care business you use decides what it records about you and your pets, and why. We store and process that information on the business’s behalf, following its instructions, to provide the Service to it. The exception is sign-in and account security records for the booking portal (section 3.3). We keep those for our own security purposes and are responsible for them, and businesses do not see them. If you are a pet owner with a question about your information, please contact the business first. If you contact us instead, we will pass your request to them. For questions about your sign-in and account security records, please contact us directly.
3. Information we collect
3.1 Business account information
The business name, address and contact details, the account owner’s name and email address, the Petlinx modules the business subscribes to, and its subscription billing records.
3.2 Staff user information
Name, email address, phone number, address details, date of birth if entered, profile photo, role and permissions, working hours, commission settings, and language and time zone preferences. Passwords are stored only as a salted one-way hash; we cannot read them.
3.3 Sign-in and account security records
When you use the Service, we keep a record of these events:
- signing in, and failed attempts to sign in;
- creating a booking portal sign-in;
- asking for a password reset, and completing one;
- changing your password.
This applies to staff signing in to the Petlinx application and to pet owners using a business’s online booking portal. For each event we record the time, your IP address, your browser’s user-agent string, what happened and the outcome, and, where we know it, which business’s account or portal it relates to.
For failed sign-in attempts, booking portal sign-up attempts and password reset requests, we also record the email address that was entered, but only if it looks like an email address. We record a reset request whether or not the email address belongs to an account.
We do not record your password in any form, password reset links, or the contents of your session. We also keep a single “last active” time on each staff user, which is overwritten rather than kept as a history.
3.4 Pet owner and pet information
Businesses use the Service to keep records about their customers and their pets. Depending on what the business records, this can include:
- pet owners’ names, postal addresses, phone numbers, email addresses, notes and alerts, and whether they agree to receive email or text messages;
- pets’ names, species, breed, sex, date of birth, weight, colour, microchip number, temperament, photos and notes, which may include health or behaviour information;
- vaccination records and certificates, and veterinary practice contact details;
- documents the business uploads to a customer’s record;
- booking portal sign-in details, if the pet owner uses the business’s online booking portal. Portal passwords are stored only as a salted one-way hash. Sign-in and account security records for the booking portal are described in section 3.3.
3.5 Bookings, invoices and payments
Appointments, stays, invoices, deposits, payments, refunds and prepaid credits.
Card payments from pet owners are processed by Global Payments. Card numbers are entered into fields hosted by Global Payments and do not reach our servers. We keep only a token from the processor, the card type, a masked card number, the expiry date and the processor’s response to each transaction.
Businesses pay their Petlinx subscription through Stripe. Card details are entered into Stripe’s own payment form and do not reach our servers.
When a business adds a card to fund its text messaging, the card details pass through our servers to ClickSend, our text messaging provider. We do not store them.
3.6 Messages
When a business sends an email or text message through the Service, such as a booking confirmation, reminder, receipt or promotional message, we keep a record of the recipient, the message content and its delivery status. We also receive and store text message replies from recipients.
3.7 Activity records
We keep a record of changes made in the Service, including who made the change and when, and the values before and after. These records help businesses see what happened to a booking, invoice or customer record.
3.8 Error reports
When something goes wrong, the Service sends an error report to Sentry, our error monitoring provider. Before a report is sent, we remove passwords, sign-in tokens, cookies and, from the main application, IP addresses and the contents of what was submitted. In the staff application, Sentry may also record a replay of the screen around the time of an error, and of a small sample of other sessions. The replay has all text masked and all images blocked.
4. How we use information
- To provide the Service. We store and display records, send the messages a business asks us to send, and process the payments a business takes.
- To keep accounts secure. We use sign-in and account security records to establish whether an account has been accessed and from where, to investigate suspected unauthorised access or misuse, and to limit repeated failed sign-in attempts.
- To bill businesses for their subscription and to manage the customer relationship with them.
- To support you. We answer questions and investigate problems. With a business’s permission, our support staff may access its account to do so.
- To find and fix faults in the Service.
- To send service messages about accounts, invitations, password resets and changes to the Service.
We do not sell personal information, and we do not use information in the Service for advertising or profiling. The Service contains no advertising or analytics trackers.
5. Legal bases (EEA and UK)
Where the GDPR or UK GDPR applies, we rely on the following legal bases:
- Performance of our contract with the business, to provide the Service and bill for it.
- Legitimate interests in keeping the Service secure, which includes sign-in records, and in diagnosing faults.
- Legal obligations, such as keeping financial records.
For pet owner information, the business is responsible for having a legal basis to collect it.
6. Service providers
We share information with the following providers only as needed to run the Service. Each provider receives only what it needs for its job.
| Provider | What they do | Information involved |
|---|---|---|
| Microsoft Azure | Hosting, database, file storage and monitoring | All information in the Service |
| Global Payments | Card payments taken by businesses | Card and transaction details |
| Stripe | Petlinx subscription billing | Business name and address, owner name and email, payment details |
| ClickSend | Text messages | Recipient phone numbers, message content and replies; for the sending business, the owner’s name and email, the business phone number and card details for top-ups |
| Mailgun | Email delivery | Recipient email addresses and message content |
| Sentry | Error monitoring | Error reports and masked session replays, as described in section 3.8 |
| Zoho | Customer relationship management | Subscribing businesses’ names, owner contact details, address and subscribed modules |
| Google Fonts | Fonts used in the staff application | Your IP address and browser details when the fonts load |
| Flaticon and IconPacks | File-type icons shown next to uploaded documents in the staff application | Your IP address and browser details when the icons load |
We may also disclose information to comply with the law, to protect our rights or the safety of others, or as part of a sale or reorganisation of our business.
7. Where information is stored
The Service is hosted in the United States. Some of our providers may process information in other countries. If you use the Service from outside the United States, your information will be transferred to and processed in the United States.
8. How long we keep information
- Sign-in and account security records, for staff and for pet owners, are kept for 90 days, after which they are automatically deleted.
- A staff user’s last active time is kept for as long as the user exists.
- All other information, including customer, pet, booking, invoice, payment, message and activity records, is kept for as long as the business’s account is active. We do not currently delete it automatically. Businesses can delete individual customers, pets and documents themselves. When a business closes its account, it can ask us to delete its information, except where we must keep records to meet a legal obligation.
9. Cookies and browser storage
The Service uses a cookie to keep you signed in, and stores your preferences, such as language, time zone and display settings, in your browser. These are needed for the Service to work. The Service does not use advertising or analytics cookies. The payment forms provided by Global Payments and Stripe, and Sentry in the staff application, may use their own cookies or browser storage.
10. Security
Information is encrypted in transit and stored with Microsoft Azure, which encrypts stored data. Passwords are hashed. Credentials for connected services are encrypted. Access to the Service is controlled by sign-in and by role-based permissions. No system is completely secure. If we become aware of a breach affecting your information, we will notify the affected business, and you where the law requires it.
11. Your rights
Depending on where you live, you may have the right to access, correct, delete or receive a copy of your personal information, to object to or restrict how it is used, and to complain to a data protection authority. California residents have rights under the CCPA, including the right to know, to delete and to correct; we do not sell or share personal information as those terms are defined there.
Businesses and staff can ask us directly. Pet owners should contact the business that holds their records, and we will help the business respond. Requests about booking portal sign-in and account security records should come to us, because the business does not hold them. We do not yet provide a self-service export or deletion feature, so we handle these requests by email.
12. Children
The Service is for businesses and is not intended for anyone under 18.
13. Changes to this notice
We will update this notice when our practices change, and change the “Last updated” date above. We will tell businesses about significant changes.
14. Contact us
iLinx Solutions LLC
4522 Henley Ct
Westlake Village, CA 91361
United States
info@petlinx.com