Privacy Policy
Last updated: July 2026
TLC Pet Haven (“we,” “us,” or “our”) operates tlcpethaven.com. This policy explains what information we collect, how we use it, and the choices you have. We are a family-owned pet care business located at 68 Worcester Providence Tpke, Sutton, MA 01590, and we keep things simple: we collect only what we need to care for your pets and run our business, and we do not sell your personal information.
Information we collect
- Information you give us directly. When you call, email, visit us, or complete our forms, you may provide your name, address, phone numbers, email address, emergency contacts, veterinarian information, and details about your pets (including health, vaccination, medication, and behavior information) so that we can care for them safely.
- Client portal information. Reservations, document uploads (such as vaccination records), signed agreements, appointment history, and payments are handled through our client portal, which is operated by our scheduling software provider. Information you enter there is used to manage your account and your pets’ care.
- Basic website data. Like most websites, our hosting provider may automatically log standard technical information (such as IP address, browser type, and pages visited) to keep the site secure and working properly. Our website does not require you to create an account and does not use advertising cookies.
How we use your information
- To provide boarding, daycare, and grooming services and to care for your pets safely, including contacting you or your emergency contacts and veterinarian when needed.
- To manage reservations, records, signed documents, invoices, and payments.
- To respond to your questions and communicate with you about your pets and appointments.
- To meet legal, health, and safety requirements, such as verifying rabies vaccinations as required by Massachusetts law.
Text message (SMS) communications
By providing us your mobile phone number as a client of TLC Pet Haven or through our client portal, you consent to receive text messages from us about your pets and your account — such as appointment reminders, reservation updates, approval notifications, and other service-related communications. Message frequency varies, and message and data rates may apply depending on your mobile plan.
You can opt out at any time by replying STOP to any message from us, or by contacting us directly and asking to be removed from text communications. If you opt out, we may still contact you by phone or email about your pets and appointments. We do not share your mobile number with third parties for their own marketing purposes.
Third-party services we use
Some parts of our website and business are provided by trusted third parties, and information you share with them is also covered by their own privacy policies:
- Client portal / scheduling software — reservations, records, document uploads, and payments.
- Gift cards — purchases are processed by our gift card provider.
- Embedded content — our virtual tour and aerial video are embedded from third-party services (such as Matterport and Vimeo), and our pages use Google Fonts and link to Google Maps and our social media pages. These services may collect standard technical data when their content loads or when you visit them.
We share your information with these providers only as needed to deliver our services. We do not sell or rent your personal information to anyone.
How we protect and keep information
We take reasonable steps to protect your information and keep pet and client records only as long as needed to serve you and meet our legal and business obligations. No method of storage or transmission is 100% secure, but we work with reputable providers and limit access to those who need it to care for your pets.
Children’s privacy
Our website and services are intended for adults. We do not knowingly collect personal information from children under 13.
Your choices
You may contact us at any time to review, update, or correct your contact and pet information, or to ask that we delete information we no longer need to keep. If you have questions about information stored in the client portal, we’re happy to help with that too.
Changes to this policy
We may update this policy from time to time. The “Last updated” date above shows when it was most recently revised, and the current version will always be posted on this page.
Contact us
Questions about this policy or your information? Call us at (508) 865-3180 or email info@tlcpethaven.com.