Privacy Policy

Information you give us

Account details such as your name, email address, phone number and state of residence. Screening and clinical intake answers describing symptoms, functional impact, your housing situation and the animal involved. Messages you send to support or to a clinician.

For a psychiatric service dog evaluation this also includes the trained tasks you describe. You choose what to write; incomplete answers generally mean the clinician has to ask follow-up questions.

Information collected automatically

Standard technical data such as IP address, browser and device type, pages viewed and timestamps. This supports security, fraud prevention, and understanding which guides are actually useful.

Cookies keep you logged in, remember your language preference, and support measurement. You can control cookies in your browser, though disabling essential ones will break account access.

How information is used

• Routing your case to a professional licensed in your state
• Enabling clinical review and any follow-up questions
• Processing payment for the plan you selected
• Preparing and delivering approved documents to your account
• Answering verification requests about a document's authenticity
• Providing support, renewal reminders and service notices
• Protecting the platform against fraud and abuse

When information is shared

With the licensed clinician reviewing your case. With service providers who operate parts of the platform — payment processing, email delivery, hosting — limited to what their function requires and bound to protect it.

Where the law compels disclosure, such as a valid court order, or where there is a serious and imminent safety concern. Your information is never sold, and it is not used for third-party advertising.

What your landlord receives

This is the question clients ask most, so it gets its own section. A housing provider verifying your letter learns that the document is genuine and who the issuing professional is, together with their credentials.

They do not receive your diagnosis, your symptoms, your intake answers or your treatment history — not on the letter and not through verification. Our landlord disclosure guide covers this in full.

How information is protected

Submissions travel over encrypted connections. Access inside the service is role-based, so a support agent does not hold the same visibility as your treating clinician, and record access is logged.

Payment systems are kept separate from clinical systems: a payment processor receives what it needs to take a payment and nothing about why you sought an evaluation. Details are in our data security guide.

How long it is kept

Clinical records are retained for the period professional and legal obligations require, then securely disposed of. Account and transaction records are kept as long as needed for legitimate business and legal purposes. Secure disposal matters as much as secure storage.

Your choices and rights

You may request a copy of your record, ask for factual corrections, request restrictions on how information is used, choose how we contact you, and complain without any effect on your case.

Depending on where you live, additional state privacy rights may apply. The patient rights guide explains each one and how to exercise it, and records requests covers the practical steps.

Android and iOS app users can start an account and associated-data deletion request at any time through our public Delete App Account page, even without access to the app. Identity verification is required, and clinical, financial, security, or audit records that are subject to legal or professional retention requirements may remain restricted until those periods end.

Children and minors

Accounts are for adults. Where an evaluation concerns a minor, a parent or legal guardian generally acts as the personal representative, subject to state law and clinical judgment. At 18 the client controls their own record — see minors and guardians.

Changes and how to reach us

We may revise this policy as the service changes. A revised policy applies to information already held as well as to information received afterwards, and the current version is always published here.

Questions or a privacy concern? Contact support, or read the complaints guide for the internal and regulator routes available to you.