Privacy Policy
How Reeve Software LLC ("Reeve", "we", "us") handles information about the pet-care businesses that use Reeve, the clients they serve, and visitors to our website and app. Questions go to privacy@reeve.pet.
Effective date: November 9, 2026
Who this covers, and our two roles
Reeve is software for independent pet-care businesses: dog walkers, pet sitters and mobile groomers. We call the business owner the Pro. The Pro's customers are clients. Clients never make a Reeve account or log in. This policy covers our website at https://reeve.pet and our app at https://app.reeve.pet, including the pages a Pro shares with clients, and the text messages Reeve sends and receives for a Pro.
We play two roles, depending on whose information it is:
- Pros, their Staff and website visitors. We decide how this information is used, so we are responsible for it. This policy applies in full.
- Clients and their pets. The Pro collects this information to run their business and decides how it's used. The Pro is the controller (the "business" under state privacy laws). Reeve is the Pro's service provider (or "processor"): we store and process it only to provide Reeve to that Pro, on the Pro's instructions. If you're a client, ask the Pro first about your information. We'll help them answer you.
Reeve is offered to businesses in the United States only.
Information we collect
From Pros and their Staff. Name, email address, mobile number, business name, address and service area, logo, bio and the other profile details you add, your services and prices, and your settings. Sign-in is handled by Clerk. To register a business number for texting, US carriers require your legal name, business name and type, street address, mobile number and, if you have one, your EIN. If you connect Google Calendar, we keep an encrypted token that lets Reeve add your visits to a calendar it creates.
About clients and pets, entered by the Pro or sent by the client. Client names, phone numbers, email addresses, home addresses (with map coordinates), emergency contacts, notes and tags, and home access details such as key location, entry codes and alarm codes (which we encrypt). Pet names, species, breed, sex, date of birth, color, weight, microchip number and neuter status, and health and care notes, including vaccinations, allergies and medical and behavior notes, veterinarian details, and photos. Clients can send some of this to the Pro themselves, on intake forms and booking-request pages, along with any documents they upload.
Messages. The content of text messages (SMS and MMS) sent and received through a Pro's Reeve number, the phone numbers involved, times and delivery status. Photos a Pro sends are stored in our file storage. Photos a client sends stay with our texting provider, Twilio, and we store a link to them. If someone texts a Pro's Reeve number, we receive their number and message, and a basic client record may be created so the Pro can reply. Calls to a Reeve number are forwarded to the Pro's own phone. We don't record them.
Visits and location. Bookings, visit reports, invoices and payments the Pro records. When a Pro or Staff member tracks a walk or shares that they're on the way, the app uses their device's location to record the route or show their progress to the client. The shared location is cleared when sharing ends.
Billing. When a Pro subscribes, Stripe collects and holds the card. We never see or store full card numbers. We keep the plan, billing history and the Stripe identifiers we need to manage the subscription.
Client payments. A Pro can take payments online through their own Stripe account, connected to Reeve with Stripe Connect. The Pro gives their business, bank and identity details to Stripe, not to us. When a client pays online, Stripe collects and processes the card or other payment details, and we never see or store full card numbers. If the client chooses Afterpay, Afterpay handles that payment with them. We keep a record of each payment, refund and dispute, such as the amount, method, date and Stripe's identifiers, so the Pro can see it in Reeve.
From your device and our systems. IP address, browser and device type, pages and screens viewed, buttons used, the site or ad that sent you, and logs of requests and errors. Some of this is collected with cookies and similar tools, described in Cookies.
When you contact us or book a call. What you send us by email, and the name, email and notes you give when you book a call through the Cal.com calendar on our call page.
When you ask for the starter kit. Your email address, and whether you're a dog walker, pet sitter or groomer, when you ask for the free starter kit on our starter kit page. The flyer and price sheet details you type on that page stay in your browser and aren't sent to us.
When you join the multi-location waitlist. Your name, business name, email address, how many locations you run and, if you tell us, the software you use now, on our waitlist page.
How we use information
- To provide Reeve: accounts, scheduling, client and pet records, texts, emails, invoices and reports.
- To send texts and emails a Pro sets up or asks for, including confirmations, reminders, visit reports and invoices.
- To register a Pro's business number with US carriers, as carriers require.
- To bill subscriptions and usage, and to send account and billing notices.
- To send the starter kit you asked for, and the short series of emails that follows it. Every one has an unsubscribe link.
- To email you when multi-location tools are ready, if you joined the waitlist. Every email has an unsubscribe link.
- To support Pros, and to keep Reeve secure, find and fix problems, and prevent fraud, spam and abuse.
- To understand how our website and app are used, and to improve them.
- To measure our own advertising and show our ads to people likely to want Reeve, as described in Advertising.
- To follow the law, carrier rules and our Terms of Service.
We use client and pet information only to provide Reeve to the Pro it belongs to. We don't sell it, use it to advertise, or use it for our own purposes.
Reeve AI and other automated processing
Some features use AI models to read and write text. We run them through Amazon Bedrock, a service of Amazon Web Services, in the United States. Today the models are Anthropic's Claude models, hosted by AWS, plus an Amazon model that helps search a Pro's own records. Under AWS's terms, what we send for these features isn't used to train the models and isn't shared with the companies that make them. Connecting Claude works differently, as described below.
- Checking texts. Every text a client sends is checked by an AI model for a request to stop texts, such as "please don't text me", so Reeve can turn texts off for that client. Texts a Pro sends are checked for marketing content, which carrier rules handle differently. Only the message text is sent for these checks, never the client's name, number or the business.
- The in-app assistant. When a Pro asks Reeve's assistant a question in the app, the question and the records needed to answer it are sent to the model. The assistant can propose a change, such as moving a booking, but nothing changes until the Pro confirms it. We keep the conversation history with the Pro's account.
- Reeve AI on texts. When a Pro turns on Reeve AI, it reads client texts sent to the Pro's Reeve number and the records needed to reply, and drafts replies and changes. It can tell clients about updates the Pro has already approved. Everything else waits for the Pro's approval.
AI output can be wrong. The Pro stays responsible for what is sent to their clients. Reeve AI doesn't give veterinary, medical, legal or financial advice. We don't use AI to make decisions about people that have legal or similarly significant effects.
Connecting Claude. A Pro or Staff member can connect their own Claude account to Reeve. Claude then reads the business's bookings, clients and their pets, services and invoices, including invoice links, through that person's Reeve sign-in. Staff get only what their Reeve role lets them view. What Claude reads goes to Anthropic, which handles it under that person's own Claude account terms, not this policy. Claude can also book, move and cancel visits, but only after showing the change and getting a yes from that person, and only where their Reeve role allows it. It can't take payments, give refunds or message clients on its own.
For each request Claude makes, we log the Reeve user ID, Claude's client ID, the tool used, the names of its inputs (such as a start date), the outcome, how long it took, when it happened and a reference number. We never log the question or the values, such as a client name searched for. For each change Claude makes, we also record the Reeve user ID, Claude's client ID, the kind of change, the booking it changed and when, so a change can be traced. We keep both logs for 13 months, then delete them. To disconnect, remove Reeve in Claude under Settings, then Connectors. Your Reeve data stays as it is.
Text messages (SMS)
Reeve sends and receives text messages for each Pro, from the Pro's own Reeve number. The Pro is the sender of these messages and is responsible for having each client's consent to receive them. Clients opt in by ticking the box on the Pro's intake form or booking-request page, or by texting YES or START to the Pro's number. A Pro can turn texts off for a client but can't turn them on. A client who hasn't opted in gets automatic messages by email instead.
The messages are about the client's visits: confirmations and reminders, visit reports, invoices and replies. Message frequency varies. Message and data rates may apply.
- STOP. Reply STOP (or STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT, REVOKE or OPTOUT) to stop texts from that business. You'll get one message confirming it, and no more texts after that. A plain request such as "please stop texting me" works too.
- START. Reply START, UNSTOP or YES to start texts again.
- HELP. Reply HELP or INFO for the business's name, how to reach them, and how to opt out.
We keep each client's opt-in and opt-out, with the wording they agreed to and when, so the Pro can honor it.
We don't share mobile numbers or text-messaging opt-in data and consent with third parties or affiliates for their marketing or promotional purposes. We share them only with the providers that deliver the messages, such as Twilio and the mobile carriers, and as described in Who we share with.
Analytics, advertising and your opt-out
We use Google Analytics and Google Ads, loaded through Google Tag Manager, to understand our website and measure our ads. Our servers also tell Google Analytics when an account reaches a milestone, such as a first booking, a first paid invoice, a paid subscription or a cancelled trial. These reports carry a pseudonymous ID and the plan or amount, never names, emails, phone numbers, or client or pet details. If advertising is off for you, they are marked so that Google may not use them for ads. When you sign up, we save the campaign and ad click details from reeve_attr with your account so we can tell which ads lead to paying customers.
When you start a trial or make your first payment, our servers also tell Meta and Reddit, but only if Advertising was on when you signed up. This lets them count trials and payments that their Pixels missed, and tell us which ads brought paying customers. Each report carries the Pixel IDs from your browser, the IP address and browser type you signed up from, an ID for your account and your sign-up email address. The email and the account ID are hashed (turned into a code that can't be read back) before they leave our servers. Payments include the amount. Meta treats these reports under its Limited Data Use setting for people in US states with privacy laws that need it. We keep the Pixel IDs, IP address and browser type for 60 days after you sign up, then delete them.
We work with three advertising partners: Google, Meta (Facebook and Instagram) and Reddit. Their tags run unless you turn advertising off (in Europe, only if you turn it on), and they let each partner show our ads to people who visited reeve.pet or used the app.
We don't sell personal information for money. Under some state privacy laws, letting advertising partners collect information through cookies on our website and app can count as "selling" or "sharing" personal information, or as "targeted advertising". It involves only website and app usage information, never client or pet information.
To opt out, choose Reject non-essential, or turn off Advertising, in the cookie banner. Reopen it from Cookie preferences in the reeve.pet footer. We honor Global Privacy Control (GPC). If your browser sends a GPC signal, advertising stays off on reeve.pet and app.reeve.pet and the banner shows it. You can also email privacy@reeve.pet.
Where we store it, and security
We store and process information in the United States, mainly with Amazon Web Services in us-east-1. AI requests may be served from other US regions.
We encrypt information in transit and in our database, encrypt home access codes and calendar tokens separately, keep the database off the public internet, limit who can reach it, and remove emails and IP addresses from logs before they leave our systems. No system is perfectly secure, and we can't promise information will never be accessed without permission. If a breach affects you, we'll tell you as the law requires.
How long we keep it
- Accounts, client, pet and message records are kept while the account is open. When a plan ends, the account turns read-only and nothing is deleted, so a Pro can come back. It stays until the Pro deletes it or asks us to.
- Deleting an account. The owner can ask to delete the account in Settings, or by emailing us. There are 30 days to change your mind. After that, we delete the account and its records from our live systems, except what we must keep by law, such as billing and tax records.
- Single records. A Pro can delete pets, veterinarians, photos and invoices, and archive clients. To have a client deleted completely, the Pro can ask us.
- Backups expire after 7 days. Server logs are kept for 14 days and website request logs for 30 days. Our monitoring provider keeps its own copies for a limited time.
- Starter kit and waitlist sign-ups stay on our MailerLite list until you unsubscribe or ask us to delete them. After you unsubscribe, MailerLite keeps a record that you did, so you aren't emailed again.
- The Claude connector log is kept for 13 months, then deleted.
- Unsent photos are deleted after a day. Live location is cleared when sharing ends.
- Advertising match details (the Meta and Reddit Pixel IDs, IP address and browser type saved at sign-up) are deleted 60 days after sign-up.
- Analytics and advertising data held by Google and our other providers follow their own retention settings.
Your privacy rights
Depending on where you live, including Virginia, California, Colorado, Connecticut, Texas, Utah and other states, you may have the right to:
- know whether we process your personal information, and get a copy of it;
- correct it;
- delete it;
- get it in a portable format;
- opt out of the sale or sharing of your personal information and of targeted advertising (see Advertising).
Pros and Staff: email privacy@reeve.pet from the address on the account. Clients: ask the Pro you work with, because the Pro controls your information. If you write to us, we'll pass your request to the Pro and help them answer it. You can use an authorized agent where the law allows.
We'll confirm who you are before we act, and reply within the time the law sets, usually 45 days. If we say no, you can appeal by replying to our answer. If you're still unhappy, you can contact your state's Attorney General. We won't treat you differently for using these rights.
Children
Reeve is for businesses. It isn't meant for children under 16, and we don't knowingly collect their information. If you think we have, email us and we'll delete it.
Changes to this policy
We'll post any change on this page with a new effective date. If a change is significant, we'll also tell Pros by email or in the app before it takes effect.
Contact us
Reeve Software LLC, 44679 Endicott Drive, Suite 300 #3138, Ashburn, VA 20147. Email privacy@reeve.pet.