Data Policy

Last Updated: September 2026

This policy explains who owns the data in Critter, how we use it, and what we will never do with it. It sits alongside our Terms of Use and Privacy Policy.

Your data belongs to you

Your business owns 100% of its data in Critter. That includes everything that arrives through an integration such as Time To Pet, anything you upload or import, and everything you create in Critter: campaigns, programs, journeys, templates and reports.

You give Critter permission to use that data only to deliver the service you subscribe to. That covers syncing, reports, automations, messages you send, Togo, and support when you ask for it.

You can take your data with you. Download customer lists and reports as CSV files from Critter at any time, or ask support@critter.pet for a full export to move to another platform.

What we never do

We never sell your data.
We never share or expose your clients' details to other Critter customers or to integration partners. The service providers that run Critter for you, listed in our Privacy Policy, receive only what they need to do that job.
Your campaigns, programs, automations and templates are kept separate for your business and are never shown to other customers.
We don't use your business's own information, workflows or results to benefit another business directly.

How we do use data across Critter

We learn from patterns across all businesses combined. We use aggregated, anonymized metrics, trends and behaviors to:

show insights and benchmarks, such as typical rebooking rates in pet care;
plan and improve the product;
share what we've learned about what works, in our guidance and education for pet care businesses.

Every figure of this kind is pooled from at least five businesses. It never identifies your business, your clients or your staff.

If you ask for a new feature and we build it, it will usually be available to every business on Critter. How exactly depends on the feature, and we're happy to talk it through.

AI

Togo, our assistant, and Critter's writing tools run on Claude, a model made by Anthropic.

We never use your integration data, or anything you create in Critter, to train public AI models.
No data about an individual business, and nothing that isn't anonymized and aggregated, is used to train Togo or the models underneath Critter's AI features.
Before any request reaches the AI provider, we replace people's names, email addresses and phone numbers with placeholders. That covers your clients, your team and you. We put the real values back before you see the answer.
Anthropic does not train its models on the data we send.

How we protect it

We maintain appropriate administrative, physical and technical safeguards for all customer data. That includes encryption in transit, role-based access so each team member sees only what their role allows, and access for Critter staff only when you ask for help or to fix a problem.

If you leave

If you end your subscription, ask us for an export first if you want one. We'll delete your business's data on request, except for records the law requires us to keep, such as billing records.