Privacy Policy
Effective date: 1 September 2026
This policy explains what personal information we collect when you use The Hound Human Connection, why we collect it, how we protect it, and who we share it with.
1. Who we are
The Hound Human Connection (thehoundhumanconnection.co.za) is a pet care booking platform offering dog walking, doggy daycare, pet sitting, and related products.
The Hound Human Connection (Pty) Ltd (registration number [registration number]), a company registered in the Republic of South Africa, is the responsible party for your personal information as defined under the Protection of Personal Information Act, 4 of 2013 (POPIA).
Our designated contact for privacy-related questions or requests can be reached at
The site is hosted and operated on our behalf by ReMarkIt (Pty) Ltd, acting as an operator under POPIA (see Section 10).
2. Information we collect and why
We only collect information necessary to provide our services. The table below lists every category of personal data we hold, where it comes from, and what we use it for.
| Category | What we store | Why we need it |
|---|---|---|
| Account | Name, email address, hashed password, registration date, last login date | Create and secure your account; send service notifications |
| Contact details | Phone number, email address, physical address(es) | Arrange and deliver Services at your home or another agreed location; contact you regarding bookings |
| Property access and security | Keys, access codes, gate remotes held on your behalf, and written instructions regarding alarms, electric fencing, security gates, CCTV, panic buttons, or armed response arrangements | Allow us to safely and securely access your property to provide a Service |
| Pet information | Name, breed, age, sex, microchip number, medical conditions, current medications, behavioural history, veterinarian's name and contact details, medical aid/pet insurance provider and policy number | Provide safe and appropriate care; authorise emergency veterinary treatment where needed; comply with our Animal and Pet Care Risk Policy |
| Emergency contacts | Name, phone number, relationship | Reach someone on your behalf in an emergency involving you or your Pet |
| Bookings | Services requested, scheduled dates and times, service history, cancellations | Manage and fulfil your bookings |
| Payment | Fees charged, payment status, invoice history (not full card details — see Section 10) | Process payments and maintain accurate billing records |
| Orders | Products purchased, delivery address, order status | Fulfil product orders |
| Photos and videos | Photos or videos of your Pet taken during a Service, where you have consented | Provide updates to you; where separately consented, use for marketing (see Section 7) |
| Communications | Messages you send us, including via the Site, email, or WhatsApp/SMS where opted in | Respond to queries and provide customer support |
| Notification preferences | Which channels (email, WhatsApp, SMS) you have enabled for which purposes | Respect your communication preferences |
| Policy acceptance | A record that you have accepted our Terms, this Privacy Policy, and our Animal and Pet Care Risk Policy | Legal record of informed consent |
| Activity log | IP address, basic device/browser information, and significant actions taken on the Site | Security monitoring, abuse prevention, and improving the Site |
We do not collect payment card details, national identity numbers, or health information about you (as distinct from your Pet) beyond what you choose to disclose.
3. How we protect your information
Encryption in transit. All data sent between your device and our Site is encrypted using HTTPS/TLS, so information cannot be read while it is being transmitted.
Encryption at rest. Sensitive personal data — including contact details, addresses, and Pet medical and behavioural information — is encrypted in our database using strong, industry-standard encryption (AES-256).
Passwords. Passwords are never stored in plain text; we use a one-way hash so that even we cannot read your password.
Access controls. Only staff with a legitimate operational need can access personal data, including Pet medical and behavioural records.
No unnecessary retention. If you close your account, your personal profile data is removed from active use, subject to Section 12.
4. Pet and veterinary information
Information about your Pet — including medical conditions, medications, and behavioural history — is collected so that we, and any staff or contractors providing your Service, can care for your Pet safely and appropriately, and so that we can act on your emergency veterinary authorisation if needed (see our Animal and Pet Care Risk Policy).
This information is shared only with staff or contractors directly involved in providing a Service to your Pet, and with a veterinarian where emergency treatment is required. It is not used for any other purpose.
5. Location and address data
Where a Service is provided at your home (such as pet sitting or home visits), we collect your address to enable staff to reach you. Addresses are only shared with the staff member or contractor assigned to your booking, and are not made public or shared with other clients.
6. Payment information
Payments are processed by independent third-party payment providers. We do not store your full payment card details on our own systems — these are handled directly by the payment provider under their own security standards (such as PCI DSS) and privacy terms.
7. Photos, videos and marketing
Where you consent, photos and videos of your Pet taken during a Service may be used for marketing and promotional purposes, including social media and our website. Where we do this, we do not include your name or other identifying details about you without your separate consent.
You can withdraw this consent at any time by contacting us; this will not affect content already published prior to withdrawal.
8. Communications
We send notifications relevant to your bookings and account — for example booking confirmations, reminders, and updates during a Service.
Email notifications are sent to your registered email address.
WhatsApp and SMS notifications are sent only if you opt in. You can disable these at any time in your account preferences or by contacting us.
Some essential service and security communications (such as booking confirmations or safety-related notices) cannot be opted out of while you hold an account.
9. Cookies and technical data
The Site sets a session cookie to keep you logged in. We do not set advertising cookies. We may use analytics tools that set cookies to measure usage. You can disable cookies in your browser, but doing so will prevent you from logging in.
Your IP address and basic device/browser information are logged for security, abuse prevention, and to help us understand how the Site is used.
10. Third-party service providers
To operate the Site and deliver our Services, we use a limited number of trusted third-party service providers ("operators" under POPIA). We share with them only the information they need, and require them to protect your information and use it only for that purpose. These include:
Hosting and site operation. The Site is hosted and operated by ReMarkIt (Pty) Ltd on our behalf.
Payment processing. Payments are processed by regulated third-party payment providers. We do not store full payment card details on our own systems.
Email and messaging delivery. Service notifications are sent via our mail server or an email delivery provider. Where you opt in, WhatsApp or SMS notifications are delivered via that provider's platform; the notification content and contact details needed to deliver it are shared with that provider for that purpose.
Veterinary providers. In an emergency, or as otherwise necessary for your Pet's care, relevant Pet information is shared with your preferred veterinarian or, where unavailable, the nearest suitable veterinary practice.
Pet recovery in an emergency. If your Pet escapes while in our care, we may share relevant Pet and contact information with animal welfare organisations, nearby veterinary practices, and relevant authorities, solely for the purpose of locating and recovering your Pet.
Staff and contractors. Employees and contractors who provide Services to you and your Pet have access to the information reasonably necessary to do so (contact details, address, Pet information, booking details).
Analytics tools. We may use analytics tools to understand usage and improve the Site. We use such tools in aggregate, not to build advertising profiles or track you across other websites.
Professional and compliance advisers. We may share information with our advisers (legal, accounting, or auditing) or with regulators and law-enforcement authorities where necessary to comply with the law or defend legal claims.
We do not sell your personal information, and we do not use any service to build advertising profiles of you.
11. Cross-border processing
Some of the third-party services we use, including payment providers and messaging platforms such as WhatsApp, may process data on servers located outside South Africa. Where this occurs, we do so only to deliver the service you have requested, on the basis of your consent to this policy and the contractual necessity of operating the Site, as permitted under section 72 of POPIA. We take reasonable steps to ensure such recipients are bound to handle your information to a standard comparable with POPIA.
12. How long we keep your information
- Account data — kept for as long as your account is active.
- Pet and veterinary information — kept for as long as your account is active, and for a reasonable period afterward for safety and record-keeping purposes.
- Booking and payment history — retained as required for financial and tax record-keeping obligations.
- Communications — retained for as long as needed to support the relevant Service and for dispute resolution.
- Activity log — kept for security and audit purposes and purged when no longer needed.
Certain transaction and compliance records may be retained longer where the law requires it.
13. Your rights under POPIA
As a South African data subject you have the right to:
- Access the personal information we hold about you and your Pet(s).
- Correct inaccurate information — you can update most details directly in your account.
- Object to the processing of your information for marketing purposes.
- Delete your account and associated personal data — contact us at
This email address is being protected from spambots. You need JavaScript enabled to view it. . - Withdraw consent where processing is based on your consent (for example, photo/video marketing use).
- Complain to the Information Regulator of South Africa (www.inforegulator.org.za) if you believe we have handled your data unlawfully.
Some information may need to be retained for legal, safety, or operational reasons even after such a request — for example, Pet medical information relevant to an ongoing or recent Service.
14. Children
Our services are directed at adults booking pet care on their own behalf. We do not knowingly collect personal information from children under 18 in relation to their own account. If you believe a minor has registered an account, please contact us so we can address it.
15. Changes to this policy
We may update this policy from time to time. When we do, we will update the effective date at the top of this page and, where the change is material, notify you by email or through a Site notice. Continued use of the Site after an update constitutes acceptance of the revised policy.
16. Contact us
For any privacy-related question, request, or complaint:
The Hound Human Connection (Pty) Ltd
Email:
Website: thehoundhumanconnection.co.za