Privacy Policy

Privacy Policy

Last Updated: May 26, 2026

Xcel Technologies, Inc. and its related companies (“XcelPets”, “we”, “us”, or “our”) are committed to protecting the privacy of our users. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our multi-tenant SaaS platform for pet care facility management (the “Service”).

1. Information We Collect

We collect information you provide directly to us when you register for an account, use the Service, communicate with us, or otherwise interact with us. This may include:

  • Personal Identifiable Information: Name, email address, postal address, phone number, username, password, and pet-related information (e.g., pet’s name, breed, medical history, photos).
  • Communication Data: Records of your interactions with us, including SMS messages, emails, and customer support inquiries.
  • Billing Information: Payment card details and billing address when you make payments through the Service (processed by third-party payment processors like Stripe).
  • Usage Data: Information about how you access and use the Service, such as IP address, browser type, operating system, referral URLs, pages viewed, and actions taken within the application.

We may also collect information from third-party services integrated with XcelPets, such as HubSpot, Mailchimp, Salesforce, and QuickBooks, only with your explicit consent or as necessary to provide the Service.

2. How We Use Your Information

We use the information we collect for various purposes, including to:

  • Provide, operate, and maintain our Service.
  • Process transactions and send related information, including confirmations and invoices.
  • Send you technical notices, updates, security alerts, and support and administrative messages.
  • Respond to your comments, questions, and requests and provide customer service.
  • Monitor and analyze trends, usage, and activities in connection with our Service.
  • Detect, investigate, and prevent fraudulent transactions and other illegal activities and protect the rights and property of XcelPets and others.
  • Personalize and improve the Service, including providing features or content that match your interests.
  • Facilitate communication between you and pet care facilities, including appointment reminders, updates, and notifications via SMS and email.

3. Multi-Tenancy and Data Isolation

XcelPets operates as a multi-tenant SaaS platform. This means that each pet care facility (our “tenant”) operates within its own isolated environment. While we host the data, each tenant’s data, including your personal and pet information, is stored in a separate database instance and is strictly isolated from other tenants’ data. Access to your data is controlled by the specific tenant you interact with (e.g., the pet care facility you use).

4. Sharing Your Information

We may share your information as follows:

  • With Pet Care Facilities: Your information is shared with the specific pet care facility (our tenant) you have registered with and whose services you use, to enable them to manage your pet’s care.
  • Service Providers: We may share your information with third-party vendors, consultants, and other service providers who perform services for us or on our behalf, such as payment processing (Stripe, CardPointe), email and SMS delivery (Twilio), cloud storage (AWS S3), AI-generated reports (Anthropic AI), customer relationship management (HubSpot, Mailchimp, Salesforce), and accounting (QuickBooks). These service providers are contractually obligated to protect your information and use it only for the purposes for which it was disclosed.
  • Compliance with Laws: We may disclose your information if required to do so by law or in response to valid requests by public authorities (e.g., a court order or government agency).
  • Business Transfers: We may share or transfer your information in connection with, or during negotiations of, any merger, sale of company assets, financing, or acquisition of all or a portion of our business to another company.

We do not sell your personal information to third parties.

5. SMS Communication and Consent

We send customer care messages via SMS to pet owners who have explicitly opted in. These messages include appointment reminders, check-in/check-out notifications, important account/service notifications, and responses to your inquiries.

  • Opt-in: You provide consent during registration on our website/app. An unchecked checkbox with clear language is presented. By registering and selecting to receive SMS messages, you authorize {{companyname}} to send text messages. Message and data rates may apply. Message frequency varies.
  • Opt-out: You can opt out at any time by replying “STOP” to any message or by managing your preferences in the owner portal.
  • Help: Reply “HELP” to any message for information on managing preferences or contacting support.

6. Data Security and GDPR Compliance

We implement robust technical and organizational security measures, including GDPR encryption, to protect your personal information from unauthorized access, use, alteration, and disclosure. However, no electronic transmission over the Internet or information storage technology can be guaranteed to be 100% secure.

We are committed to complying with the General Data Protection Regulation (GDPR) and other applicable privacy laws. Your rights under GDPR include:

  • The right to access your personal data.
  • The right to rectify inaccurate personal data.
  • The right to erasure (“right to be forgotten”).
  • The right to restrict processing.
  • The right to data portability.
  • The right to object to processing.

To exercise these rights, please contact us using the information below.

7. Data Retention

We retain your personal information for as long as necessary to provide the Service, fulfill the purposes outlined in this Privacy Policy, and comply with our legal obligations. We have data retention policies and procedures designed to ensure that data is securely deleted or anonymized when no longer required.

8. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. The updated version will be indicated by a “Last Updated” date and will be effective as soon as it is accessible. We encourage you to review this Privacy Policy frequently to be informed of how we are protecting your information.

9. Contact Us

If you have questions or comments about this Privacy Policy, please contact us at:

Xcel Technologies, Inc.
PO Box 729, Lovingston VA 22949-0729
Email: support@xceltech.net
Phone: 434-882-4557

For specific inquiries related to your data controlled by a particular pet care facility, please contact that facility directly.

Terms and Conditions: You can review our Terms and Conditions at: https://www.xceltech.net/terms-and-conditions/

Privacy Policy URL: This privacy policy is accessible to end-users at https://www.xceltech.net/privacy-policy/