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Privacy policy

This policy explains which personal data BemTrato processes, why, who we share it with and how you can exercise your rights under the General Data Protection Regulation (GDPR).

Last updated: · Version 1.1 · Language: English

1. Who is responsible

BemTrato is a digital marketplace and software platform that connects pet owners with pet-service professionals. BemTrato is not a pet shop, a veterinary clinic or a grooming salon, and does not itself provide the services offered by professionals.

BemTrato is the controller for platform data (accounts, marketplace, support and subscriptions). Professionals are responsible for the data they process in their own business, for example when delivering the service or managing their clients.

The controller is Sylvain de Lange, a sole trader established in Portugal who currently operates the BemTrato brand and platform (NIF 313241848; address: Rua de São João 101, Lote 11, Areosa, 4900-215 Viana do Castelo, Portugal). This is an administrative and contact address only; it is not open to the public.

For any privacy question, contact: privacidade@bemtrato.pt.

2. What data we process

  • Account data: name, e-mail, language, role (pet owner or professional) and preferences.
  • Authentication data: protected credentials (the password is never stored in readable form) and session records.
  • Contact details you provide, such as a phone number.
  • Professional and business data: trading name, services, prices, locations, opening hours, team and private legal and tax details.
  • Pet-owner profile and pet profiles: name, species, breed, age, weight, care, behaviour and notes.
  • Bookings and requests: service, date, pet, location, status and related messages.
  • Support communications: requests, messages and attachments you send.
  • BemTrato Pro subscription data: plan, status, dates and the payment provider's customer and invoice identifiers. We do not store card numbers.
  • Technical and security data: IP address, browser type, access logs and security events.
  • Privacy choices: your measurement decision and its date.
  • Public professional information and profile-claim data.
  • E-mail delivery metadata: recipient, message type, delivery status and date.

3. Information about pets

Information about an animal is not, by itself, personal data in the same sense as data about a person. It can, however, reveal information about the owner or other people (for example an address or contact in a note).

Only write what is needed. Do not put sensitive medical or personal information about people in free-text fields. A pet's health information is used only so the professional can care for it safely.

4. Purposes and legal bases

Each processing activity has its own legal basis. We do not rely on a blanket consent.

  • Performance of a contract: creating and managing the account, showing profiles, handling bookings and requests, providing support and the BemTrato Pro subscription.
  • Legitimate interest: protecting the platform against abuse and fraud, keeping security logs, improving the service in aggregate and showing factual public information about professionals in the marketplace.
  • Legal obligation: invoicing, accounting and responding to requests from competent authorities.
  • Consent: optional anonymous measurement and marketing communications. You can withdraw consent at any time, without affecting earlier processing.

5. Professionals and public profiles

Professionals choose what they publish on their profile (trading name, services, prices, area, photos and public contact details). Account, legal, tax, billing and operational data remain private.

Some profiles not yet claimed may be based on factual, publicly available business information, with its source recorded. An unclaimed profile does not mean partnership, verification or endorsement by BemTrato.

A professional can request to claim, correct or remove the profile through the claim process or by e-mail to parceiros@bemtrato.pt.

6. Recipients and processors

We share data only with those who need it for the service to work:

  • Professionals: receive the data needed for a booking or request (owner, pet, service, date and contact).
  • Cloud hosting, database and authentication provider, which stores the platform data.
  • Resend: sending transactional e-mails (confirmations, account notices and support replies).
  • Stripe: payment of professionals' BemTrato Pro subscriptions.
  • The e-mail provider of BemTrato's inbox, for messages you send us.

Payment for a pet service is made directly between the pet owner and the professional and does not pass through BemTrato. Stripe is used only for the BemTrato Pro subscription.

We do not sell personal data and do not use third-party advertising.

7. International transfers

Some processors, such as Stripe and Resend, are headquartered outside the European Economic Area and may process data there. In those cases the transfer relies on the mechanisms provided by the GDPR, such as adequacy decisions or standard contractual clauses approved by the European Commission, as applicable to each provider.

8. Retention

We keep data only as long as needed for the purpose concerned: normally while the account is active.

Some records may be kept longer where the law requires it (for example invoicing and accounting), to defend legal claims or for security reasons. They are then kept in a limited and, where possible, anonymised form.

9. Your rights

  • Access to your data and a copy.
  • Rectification of inaccurate data.
  • Erasure, where there is no legal reason to keep it.
  • Restriction of processing.
  • Objection to processing based on legitimate interest.
  • Portability of data you provided.
  • Withdrawal of consent, where processing relies on it.

In the "Account" area you can export your data and request account deletion. For other requests write to privacidade@bemtrato.pt.

You also have the right to lodge a complaint with the supervisory authority. In Portugal this is the Comissão Nacional de Proteção de Dados (CNPD), www.cnpd.pt.

10. Security

We use encrypted connections, role-based access control, data separation between organisations and private files with temporary links. No system is completely immune; if we detect a data breach affecting you, we will inform you as required by law.

11. Changes

We may update this policy. The date and version at the top show the latest change. Material changes are announced on the platform or by e-mail.