Privacy Policy
This policy explains what Nesti LLC ("nesti", "we", "us") collects when you use the nesti app or website, why we collect it, who else sees it, and what you can do about it. It applies to pet parents, sitters and anyone simply browsing.
Two things worth saying up front. We do not sell your personal information. And because nesti sends people into each other's homes, some of what we collect — addresses, door codes, live location during a walk — is unusually sensitive, so this policy is specific about how each is handled.
1. What we collect
You give us: your name, email, phone number and ZIP code; your profile photo; your pets' names, breeds, ages, medical notes, feeding schedules and vet details; documents you upload for a pet, such as rabies certificates and vaccination records; your home address, entry method and any door or alarm codes you add to a booking; messages and photos you send in the app; and reviews you write.
Sitters give us more: government ID for identity verification, the information a background check requires, professional certifications, service area and rates, and the tax details we need to pay you — legal name, taxpayer ID and bank account through our payments processor.
We collect automatically: device and app version, IP address, approximate location from that IP, pages and screens viewed, searches run and bookings started, and crash logs. During an active walk or visit we collect the sitter's precise location, with their permission.
Others give us: background-check results from our screening provider, payment confirmations and dispute records from our payments processor, and — if you sign in with Apple or Google — the name and email that service shares with us. We never receive your password from them.
2. Why we collect it
| Running the service | Creating your account, showing sitters near you, taking bookings, moving money, delivering messages and photo updates. |
| Trust and safety | Verifying identity, running background checks, detecting fraud, investigating incidents and enforcing our terms. |
| Support | Answering you, resolving disputes and issuing refunds. Support agents can see your bookings, messages and payment history for a ticket. |
| Improving nesti | Understanding which features get used, where searches fail, and which neighbourhoods need more sitters. This work uses aggregated data wherever it can. |
| Telling you things | Booking confirmations, arrival and departure alerts, photo updates, payout notices and security emails. These are service messages and cannot be switched off while you have an active booking. |
| Legal obligations | Tax reporting for sitters, responding to lawful requests, and keeping records we are required to keep. |
3. Location and live tracking
During a walk or drop-in visit, and only while it is active, we collect the sitter's precise location so the pet parent can follow along and so the route, distance and duration appear on the finished report. Tracking begins at check-in and stops at check-out. It is never on between bookings.
Sitters can decline location permission, but without it they cannot offer GPS-tracked walks. Pet parents see the live map only for their own booking, and the saved route is kept with that booking record.
4. Your address, entry details and codes
Your street address is never shown publicly. Search results and sitter profiles show only a neighbourhood. Your full address, entry method, lockbox or door code, alarm code and parking notes are released to one sitter, for one booking, and only once that booking is confirmed.
Codes are stored encrypted and hidden from the sitter's app once the booking ends. If you change a code, update it on your next booking — we cannot see or recover the old value.
5. Pet documents
Rabies certificates, vaccination records, prescriptions and insurance documents live on the pet's profile. A sitter can view them only during a confirmed booking for that pet, and only for as long as the booking runs. We do not share them with anyone else, and you can delete any document at any time.
6. Background checks
Sitters consent separately before a check runs. Our screening provider verifies government ID against a selfie and searches criminal and sex-offender-registry records. We receive a pass-or-fail result and the date it was run; we do not receive or store the underlying report.
A sitter's profile shows only that they were checked and when. If a check does not clear, the applicant is told and may dispute the result directly with the screening provider, whose own privacy policy governs that data.
7. What other people can see
Sitters see your first name and photo, your pets' profiles, your booking details, and — once confirmed — your address and entry details. They do not see your payment details, other bookings, or anything about other sitters you contacted.
Pet parents see a sitter's public profile: photo, first name and last initial, neighbourhood, services, rates, years of experience, verification badges, certifications, reviews and response time. They do not see the sitter's address until the sitter shares it for a boarding stay.
Everyone sees reviews you write, attributed to your first name and neighbourhood. Reviews cannot be edited once published, though we remove ones that break our content rules.
8. Who we share with
We share personal information with service providers who work on our behalf and are contractually barred from using it for anything else: our payments processor, our background-check provider, our cloud hosting, our email and push-notification services, our mapping provider, and our customer-support tooling.
We also share when the law requires it, when we believe someone is at risk of serious harm, and in the course of a merger or acquisition — in which case we will tell you before your information moves under a different privacy policy.
We do not sell personal information, and we do not share it for cross-context behavioural advertising.
9. How long we keep it
| Account and profile | While your account is open, then 30 days after you delete it. |
| Bookings, messages and photos | Three years, so incidents and disputes can be investigated. |
| Walk routes and check-in records | Twelve months. |
| Door and alarm codes | Deleted when the booking ends. |
| Payment and payout records | Seven years, as tax and financial rules require. |
| Background-check results | While the sitter is active, then two years. |
10. Your choices
In the app. Edit or delete your profile, your pets and their documents at any time. Settings controls photo alerts, booking updates, marketing email and whether sitters can see your profile before booking. Download my data sends you a copy of everything we hold. Delete my account removes it, subject to the retention periods above.
On your device. Notifications and location permissions are controlled in iOS Settings. Turning off location stops live tracking; turning off notifications does not stop service emails about an active booking.
11. Your rights
Depending on where you live, you may have the right to know what we hold, get a copy, correct it, delete it, limit how we use sensitive information, and not be discriminated against for exercising any of these. Massachusetts residents can also request written notice of a breach affecting their personal information.
Make a request in the app or by writing to privacy@nestipetcare.com. We will verify who you are before acting, and respond within 45 days. If we cannot honour a request — because we are legally required to keep the records, for instance — we will tell you why.
12. Security
We encrypt data in transit and at rest, restrict internal access to staff who need it for their role, log access to sensitive records, and require multi-factor authentication on our internal consoles. Card details go straight to our payments processor and never touch our servers. No system is perfect; if a breach affects your information we will notify you and the relevant authorities as the law requires.
13. Children
nesti is for adults. You must be 18 to hold an account. We do not knowingly collect information from anyone under 18, and we delete it promptly if we learn we have.
14. Changes
If we change this policy in a way that matters, we will email you and show a notice in the app at least 14 days before it takes effect. The date at the top always reflects the current version, and we keep prior versions available on request.
15. Contact us
Questions, requests or complaints:
privacy@nestipetcare.com
Nesti LLC