Privacy Policy

LSR Solutions, Inc. (“we”, “us”), of 2261 Market Street STE 71857, San Francisco, CA 94114, United States, runs Lady & Hooch worldwide and is the controller of your personal data under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. For anything about your data, email contact@lsrsolutions.one or write to us at that address.

Your account

Your name, email address, profile photo, bio and settings. If you sign in with Apple or Google, we receive an identifier and the name and email address you choose to share. Passwords are handled by Google Firebase Authentication; we never see them.

Your dogs

What you add to your dogs’ profiles: name, breed, date of birth, sex, whether they’re neutered, weight, photos, personality and any health notes, and any listing: a breeder’s price and whether the puppy is reserved or sold, or the rehoming fee you ask. Each dog profile has an approximate location, rounded to about 1 km, so people can find dogs nearby. It is never your exact address.

Your location

• With your permission, the app uses your device’s location while you’re using it to show walks, dogs, events, incidents and businesses near you, and to start the map where you are when you plan a walk, send a location or place an incident you report. That stays on your device unless you choose to share a place, as below. The app never reads your location in the background, and we don’t track where you go or keep a history of where you’ve been.
• Planned walks: if you plan a walk (for members aged 16 or over who’ve passed an ID check), we store its start and finish and any names you give them, the route you draw, its length, when it starts and how long it lasts, the dogs you add and your notes, with your name and photo. We delete it an hour after the walk ends, or as soon as you delete it.
• Locations you send in messages: if you send your location in a chat (for members aged 16 or over who’ve passed an ID check), we store the one place you pin on the map and any name you give it, with the message. It’s sent once and never updates.
• Incidents you report: if you report an incident, we store the place you put its pin on the map, to about 1 metre, and the place’s name if you chose it from the search. The app never fills the pin in from your location: you choose where it goes.

Events and messages

Events you host, requests to attend events (including which dogs you’re bringing), and the messages, photos and locations you send in chats.

Shop orders and returns

Your name, delivery address, email address, what you ordered and the payment status. Card details go straight to Stripe; we never see your full card number.

If you return something: what you’re sending back and why, the description you give, how you’re sending it, your posting reference and the dates (such as when it arrived, when you posted it, when it reached us and when we refunded you). Your return label shows your name and the address your order was delivered to.

Bookings

The service, business, the date and time you chose, the dogs and any notes you add, the payment and refund status, when it was completed and when we sent its reminder.

Reviews

If you review a booking: your rating, what you wrote, the business and service, when you posted it, and your first name from your profile. If the business replies, its reply and when it was posted.

Incidents

If you report an incident, such as poison on a path or a dog attack: its category, title and description, up to 4 photos, its pin and place name (see Your location) and when you reported it. We also keep, privately, which account reported it, and the times of your reports in the last 24 hours for our limit of 5 a day. Your phone redraws each photo before sending it, which removes its location and other hidden details.

Puppy reservations

If you reserve a puppy: the puppy (its name, breed, photo and date of birth), the breeder and their licence, the price, the collection date you choose, the payment, refund and payout status, when each step happened (reserved, paid, accepted, handed over, completed or cancelled), any problem you report, and the reasons a breeder gives for declining or cancelling. If you’re a breeder, the same about the reservations of your puppies, and the Stripe account we pay you through.

Business accounts

Your business name, categories, description, address, map location, phone number, website, up to 6 photos, where you work and how far you travel, opening hours, days off and booking settings, services and prices and, if you’re a breeder, your licence number and licensing council. To pay you, Stripe collects your identity details and bank account directly; we only receive the status of your Stripe account.

ID checks

If you want to offer services, list a dog, enquire about or reserve one, plan a walk or send your location in a message, we ask for one or two photos of your passport, photocard driving licence, national identity card or PASS proof-of-age card, the type of document and your date of birth. You can cover your document number and address before you take the photo. A member of our team looks at the photos and reads your date of birth from the document. We don’t use facial recognition, automated face matching or any outside checking service.

Once your check is decided we delete the photos and the date of birth you typed, and keep only the date of birth on your document, the type of document, the result (with our reason if we didn’t approve it), when it was sent and decided, and who reviewed it. If the document shows you’re under 13, we don’t keep your date of birth and we close the account.

Plus subscriptions

Apple tells us which plan you have, when it renews or expires and whether it was refunded. Apple handles the payment and doesn’t share your payment details with us.

Safety

Reports you make or that are made about you, people you’ve blocked, and our moderation decisions. When a walk is reported, we keep a summary of it with the report: who planned it, its start and finish, times, length, dogs and notes, but not the route. When a location in a message is reported, we keep the place, who sent it and when; when a review is reported, or our filter removes a reply, we keep a copy of the review and its reply with the report. When an incident is flagged, we keep a summary of it with the report: its category, title, description, place and dates, and who reported it. If you report something by email, we keep your email address and what you send us with the report.

Your device

Push notification tokens, and crash reports, performance data and app usage (such as device model, system version, app version and the screens you use) collected through Google Firebase to keep the app working well. You can turn usage analytics off in the app under Profile › Notifications › Share usage analytics. Crash reports stay on so we can fix problems.

Our website

The website and dashboards use only the browser storage needed to keep you signed in. We don’t use advertising or analytics cookies on the website.

• To provide Lady & Hooch: your account, profiles, events, walks, incidents, chats, shop orders and returns, bookings, puppy reservations, rehoming listings and Plus. Lawful basis: performing our contract with you.
• To keep the community safe: checking messages, walks, reviews, replies, business profiles and incidents for banned words, handling reports, preventing fraud and payment abuse, and acting on accounts that break our rules. Lawful basis: our legitimate interest in a safe service, and legal obligations where they apply.
• To run ID checks for offering services, listing dogs, enquiring about or reserving dogs, planning walks and sending your location in messages. Lawful basis: our legitimate interests in making sure only people old enough use these features, keeping younger members’ locations private, preventing fraud, protecting animals and helping sellers keep to the law that pets can’t be sold to anyone under 16. We’ve weighed these against your interests, including those of members aged 16 and 17. A person, not an automated system, decides every check.
• To keep people safe: when someone reports a possible crime or a risk to a child, we use the report and related account data to protect people and prevent crime. Lawful basis: our legitimate interests in protecting people and preventing crime, under the conditions in the Data Protection Act 2018 for preventing unlawful acts and safeguarding children. We report child sexual exploitation and abuse content to the National Crime Agency because the law requires us to (legal obligation).
• To fix and improve the app: crash reports, performance data and usage analytics. Lawful basis: our legitimate interests. You can object to usage analytics at any time by turning off Share usage analytics under Profile › Notifications.
• Your device’s location and push notifications: your consent, which you can withdraw at any time in the app or in your device settings.
• To keep accounting and tax records and meet our other legal duties. Lawful basis: legal obligation.
• To tell you about your account, orders and bookings. Lawful basis: performing our contract. We won’t send you marketing without your consent.

• Anyone, including people without an account: dog profiles you leave visible (with their approximate location and any sale or rehoming listing), events, and business profiles and services, including a business’s photos, opening hours, days off, booking settings and where it works, and a breeder’s licence number and licensing council. A business’s days off are part of its public profile, though the app doesn’t list them.
• Incidents: anyone, including people without an account, sees an incident’s category, title, description, photos, pin and place name, and when it was reported, for 30 days. Who reported it is never shown to other members; only our team can see it.
• Reviews: a visible review shows its rating, text, the reviewer’s first name, the service and the month to anyone. A review is linked to its author’s account, so signed-in members can also see which member wrote it and open that member’s profile (their name, photo and bio), although the page shows the first name only. A hidden review is seen only by its author, the business and our team.
• Signed-in users: your name, profile photo, bio and whether yours is a personal or business account, and walks you plan (their start and finish, route, time, dogs and notes) until an hour after they end. People you’ve blocked can still see your walks.
• People in your chats: the messages, photos and locations in those chats. Event hosts see who has asked to come and which dogs they’re bringing.
• Businesses you book: your name, the dogs on the booking, any notes you add and your review of it, hidden or not.
• Puppy reservations: the breeder sees your name, the collection date you chose, how the reservation is going and, if you report a problem, what you wrote. You see the breeder’s business name and licence, and the reasons they give if they decline or cancel. Neither of you sees the other’s card or bank details.
• Your ID check: other members never see your date of birth or your document. When you enquire about or reserve a dog, the breeder or owner sees that you’ve passed the ID check (16 or over).
• Our team: when we need to, to support you, handle reports or fix problems. Only the people on our team who review ID checks can see document photos.
• The National Crime Agency and the police: when we report child sexual exploitation and abuse content, or the law requires us to share data.

We use these service providers, who process data for us under contracts that protect it:

• Google (Firebase): hosting, database, file storage, sign-in, push notifications, crash reporting and analytics. Also Google Sign-In, if you use it.
• Stripe: card payments and refunds, and payouts to businesses and breeders through Stripe Connect. A puppy reservation is charged on behalf of the breeder’s Stripe account, which makes the breeder the seller of record and links the payment to that account. Stripe also uses some data as an independent controller, for example to prevent fraud and meet financial regulations.
• Apple: Sign in with Apple, App Store subscriptions and notifications on iPhone.
• postcodes.io: when a business enters its postcode in the app or the business dashboard, the postcode alone is sent to postcodes.io, a UK postcode lookup, to find its place on the map.
• ShipStation: to pack and ship shop orders (your name, delivery address, email address and what you ordered). The delivery company, such as Royal Mail, receives your name and address to deliver your parcel.
• Return labels: to make a return label, the carrier receives your name and the address your order was delivered to, as the parcel’s sender. For now we make labels with Royal Mail Click & Drop; later, ShipStation will make them for us.

We also share information when the law requires it, or with the police or other authorities to protect someone’s safety. If our business is sold or merged, your data would pass to the new owner under this policy. We never sell your personal data.

LSR Solutions, Inc. is based in the United States. Our database and servers are run by Google in the United States, and Stripe, Apple and ShipStation may process data in the United States and elsewhere. When your data leaves the UK, it’s protected by UK adequacy regulations (including the UK-US data bridge) or by the UK International Data Transfer Agreement or Addendum to the EU standard contractual clauses.

• Account, profile and dog data: until you delete it or your account.
• Planned walks: deleted an hour after the walk ends, or as soon as you delete it. If a walk is reported, its summary (without the route) is kept with the report.
• Incidents you report: deleted with their photos 30 days after you report them, or as soon as you delete one or your account. The private record of who reported one is deleted with it. If an incident is flagged, its summary (without the photos) and who reported it are kept with the report.
• Events you hosted: past events stay visible to the people who went, shown as hosted by a former member, without your name or the cover photo.
• Messages, including locations you send: for as long as the chat exists, so it works for everyone in it. When you delete your account you’re removed from your chats and the locations you sent are deleted, but your other messages may stay visible to the other people in them.
• Orders, returns, bookings and puppy reservations: for six years after the end of the tax year they relate to, because tax and accounting law requires it, even if you delete your account. If you delete your account we remove the street address from the orders we keep.
• Return labels: deleted once the return is closed.
• ID check photos and the date of birth you typed: deleted as soon as your check is decided, if you cancel it, or after 30 days if it isn’t finished. Deleted files can stay in Google Cloud’s recovery store for up to 7 days before they’re gone for good.
• ID check result (the date of birth on your document, the type of document, the result, the reviewer and the date): until you delete your account or we close it.
• Reviews: until you delete them or your account, or the business deletes its account. A review we’ve hidden can’t be deleted by its author and is kept until we remove it or one of those accounts is deleted.
• Reports and moderation decisions: for as long as we need them to keep the community safe and deal with any legal claims, with the copies of reported walks, locations, reviews and incidents they keep.
• Content we report to the National Crime Agency, and related account data from the two weeks before it: one year from the report, even if the account is deleted. The report reference: five years.
• Crash reports and analytics: for a limited period under the retention settings we’ve chosen in Google Firebase, then deleted.

You can delete your account in the app, under Profile › Delete account. When you do, we delete your profile, dogs, photos, basket, walks, the incidents you reported and the reviews you wrote (for a business, also its page, photos and the reviews of it); cancel upcoming events you host and remove your name and cover photos from every event you hosted; withdraw your event requests; remove you from chats and delete the locations you sent in them; delete your ID check, including any photos and your date of birth; delete your customer record at Stripe; and, if you use Sign in with Apple, revoke our access to your Apple ID. We keep only what’s described under How long we keep it, including anything the law requires us to keep after a report to the National Crime Agency.

You can’t delete your account while a paid booking or order, a puppy reservation (as buyer or breeder) or a return is still in progress. A Plus subscription carries on until you cancel it in your Apple ID settings.

Under UK GDPR you have the right to:

• get a copy of your personal data;
• have inaccurate data corrected;
• have your data deleted;
• restrict how we use your data, or object to us using it on the basis of our legitimate interests;
• receive the data you gave us in a format you can take elsewhere;
• withdraw your consent at any time, where we rely on it; and
• not be subject to decisions with legal or similarly significant effects made solely by automated means. Our automatic word filter hides messages, walks, reviews and business profiles, removes replies to reviews and turns away incidents that use banned words, but a person reviews every report and decides every ID check.

To use any of these rights, email contact@lsrsolutions.one. We’ll reply within one month and may need to confirm who you are first.

If you’re unhappy with how we’ve handled your data, please tell us so we can put it right. You can also complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113.

Lady & Hooch is for people aged 13 and over. We don’t ask your age when you sign up, so we’ve designed the service with younger members in mind: we don’t track where you are, we never show an exact location unless you choose to share one (in a walk you plan, a message you send or an incident you report), we don’t show your age to anyone, we don’t use your data for advertising or profiling, you can turn usage analytics off at any time, and we never sell your data.

If you’re under 18, talk to a parent or guardian about using Lady & Hooch. Offering services and listing a dog are only for people aged 18 or over, and enquiring about or reserving a dog, planning walks and sending your location in a message are only for people aged 16 or over, after an ID check (see ID checks). If an ID check shows you’re under 18, we use your date of birth to keep those features closed until your 16th or 18th birthday.

If we learn that someone under 13 has an account, we’ll close it and delete their data, except what we must keep to deal with a safety report or by law. If you think a child under 13 is using Lady & Hooch, or you’re worried about a child’s safety, use Report in the app or email contact@lsrsolutions.one.

Data is encrypted in transit and at rest with Google Firebase. Access rules make sure people only see what they’re allowed to, card payments are handled by Stripe to PCI DSS standards, and only team members who need your data to do their job can see it. ID check photos are stored privately, are never public, and only our reviewers can open them.

We’ll update this page when our practices change and change the date at the top. If a change is significant, we’ll tell you in the app or by email. See also our Terms of Use.