Privacy Policy

1. Who We Are and What This Policy Covers

Mraav is a cat sitting marketplace operated by Nine Labs LLC, a California limited liability company with a mailing address at 1120 Sycamore Ave., Suite 2G, Vista, California 92081. In this policy, "Mraav," "we," "us," and "our" refer to Nine Labs LLC.

This policy explains what personal information we collect, why we collect it, who we give it to, and what you can do about it. It applies to mraav.com, app.mraav.com, our iOS and Android apps, our email, and any other way you interact with us. "Personal information" means information that identifies or relates to a particular person.

This policy does not cover the practices of third parties we do not control, including any site you reach by following a link from Mraav. Our Terms of Service govern your use of the service, and this policy is incorporated into them.

Mraav currently operates in California only, so this policy is written primarily around California law. If you use Mraav from elsewhere in the United States, the rights in Section 11 are extended to you as a matter of practice, whether or not your state requires it.

2. Information We Collect

What we collect depends on whether you are a Cat Parent, a Sitter, or a visitor who never creates an account. You can decline to give us information, but some of it is required to book care or to be paid for providing it.

2.1 Information you give us

• Account information. Your name, email address, password, phone number, and profile photo.
• Home and access information. Your address, and the notes you write about your home so a Sitter can look after it: parking, alarm codes, where the litter is kept, and anything else you choose to add.
• Emergency contacts. The name and phone number of your emergency contact and of any local contact you list.
• Cat profiles.Your cat's name, breed, age, photos, feeding instructions, litter routine, likes and dislikes, and their veterinary contact. This includes health information about your cat: medical conditions, medications, food allergies, special needs, and any pet insurance and emergency treatment limit you record. See Section 2.5.
• Sitter profile information. Your bio, experience, years sitting, service area and ZIP codes, rates, availability, cancellation policy, photo gallery, and the services you offer.
• Booking and payment information. The Bookings you make or accept, their dates and prices, your card details (which go to Stripe, not to us), and for Sitters the payout and tax details Stripe requires.
• Messages and visit updates. The content of messages between users, visit updates, and the photos attached to either.
• Reviews. Reviews and ratings you write, including reviews a Sitter writes about a Cat Parent, which are visible to Sitters and to us but not to the Cat Parent they describe.
• Support correspondence. What you write to us when you contact support, and our replies.
• The Veterinary Care Release. The fact and date of your acceptance, the version you accepted, and the emergency clinic you nominated.

2.2 Information we collect automatically

• Usage information. Pages viewed, features used, in-product actions such as starting a Booking, and the timestamps of those actions.
• Device and connection information. Browser type, operating system, device type, and IP address. Your IP address is also used to rate-limit our API against automated abuse.
• Referral information. If you arrive from an advertisement, a search result, or another website, the referring details, including any ad-click identifier and campaign name. See Section 5.
• Profile view records.When a signed-in user views a Sitter's profile, we record that a view occurred so the Sitter can see how much interest their profile is attracting.
• Message read state. Whether and when a message you sent was read, which is shown to the sender as a read receipt.

Location.We do not track anyone's location, and we never collect location in the background. There is one place location is used at all: a Sitter setting their service area may optionally use a "use my location" control, which asks the device for its position once, at that tap, and uses it to centre the service-area map. The coordinates of that centre point are then stored as part of the Sitter's service area, together with the radius and the ZIP codes it covers. Our mobile app requests location permission only at that moment, never when a screen opens, and asks for neighbourhood-level rather than exact accuracy. Declining is fine; a Sitter can type an address instead and the result is the same. We do not collect location from Cat Parents at all.

2.3 Information we receive from third parties

• Background check status.Our background check provider tells us the coarse outcome of a Sitter's check. See Section 2.4.
• Payment and payout status.Stripe tells us whether a Sitter's account can accept charges and receive payouts, and reports the outcome of payments and refunds.
• Sign-in provider information. If you sign in through Apple or Google, we receive the basic profile information that provider releases, in accordance with the permissions you grant it.

2.4 Sensitive personal information

We deliberately hold very little of it.

• Social security numbers.Mraav does not collect or store a Sitter's social security number. Our background check provider collects it directly for the check, and Stripe collects identity and tax information directly for payouts. We receive only a coarse status from each: whether a check is pending, clear, or needs review, and whether payouts are enabled. The underlying reports stay with those providers.
• Account credentials. Your password is stored only as a cryptographic hash, and is never visible to us.
• Your address.A Cat Parent's address is treated as sensitive. It is disclosed to a Sitter only once a Booking is confirmed, and never displayed publicly.
• Precise geolocation.Where a Sitter uses the optional "use my location" control described in Section 2.2, the coordinates returned may be precise enough to count as sensitive personal information under California law. They are collected only on that action, used only to set a service area, and never used to infer anything about you or to track you.

We use sensitive personal information only for the purposes for which it was provided, and we do not use or disclose it to infer characteristics about you.

2.5 Information about your cat

Cat profiles contain veterinary and medical detail, and it is there for a reason: a Sitter who does not know about a heart condition or a twice-daily medication cannot look after your cat safely. This information is about an animal rather than a person, so it is not "health data" about you under privacy law, but we treat it with the same care. It is shown to a Sitter you have a Booking with, may be shared with a veterinary clinic in an emergency under the Veterinary Care Release, and is not used for advertising or sold to anyone.

3. How We Use Information

• To operate the service.Creating and securing your account, showing Sitters to Cat Parents, running Bookings and the meet & greet, carrying messages and visit updates, and displaying reviews.
• To process payments. Charging Cat Parents, paying Sitters, handling refunds, tips, and modifications, and meeting tax reporting obligations.
• To communicate with you. Booking confirmations, messages from the other party, reminders, visit updates, security alerts, and administrative notices, by email, SMS, and push notification.
• To vet Sitters. Arranging background checks and reviewing applications before a profile goes live.
• To keep people and cats safe. Investigating reports, resolving Booking Disputes, detecting fraud, enforcing our Terms, and acting where a cat's welfare or a person's safety is at risk.
• To improve the product. Understanding which features are used and where people get stuck.
• For marketing and measurement. Sending marketing you have opted into, and measuring which advertising campaigns bring people to Mraav. See Section 6.
• To meet legal obligations. Complying with law, responding to lawful requests, and establishing or defending legal claims.

We do not use your personal information, your messages, or your cat's information to train machine learning models. Where a Sitter uses the optional AI assistance to shape a visit update, the text they submit is processed to return a suggested revision and is not used to train the underlying model.

4. How We Share Information

4.1 Between the two people in a Booking

A marketplace only works if the two sides can see enough of each other. When a Booking request is sent, a Sitter sees the Cat Parent's name, their cat profiles, and the Booking details. Once a Booking is confirmed, the Sitter also receives the address, the home and access notes, the phone number, and the emergency contacts. A Cat Parent sees the Sitter's profile and their contact details for the Booking.

4.2 Information that is public

A Sitter's profile is public. It is visible to anyone who visits the site, whether or not they have an account, and it is indexed by search engines, so it can appear in search results. That includes the display name, photo, gallery, bio, experience, rates, availability, service area, and the reviews Cat Parents have written. It does not include a street address, an email address, or a phone number. Anything you put in a public profile field should be information you are content to have published.

Cat Parent accounts are not public. Cat profiles are not public.

4.3 Service providers

We use the following providers to run Mraav. Each is bound by contract to protect your information and to use it only to provide their service to us.

4.4 Legal, safety, and corporate transactions

• Legal compliance. We may disclose information where we believe disclosure is required by law, regulation, or legal process, including to tax authorities.
• Safety and rights. We may disclose information where we believe it is necessary to investigate a violation of our Terms, to protect the security of the service, or to protect the rights, property, or safety of Mraav, our users, their cats, or the public. This includes disclosure to a veterinary clinic or an animal welfare authority in an emergency.
• Corporate transactions. If Mraav is involved in a merger, acquisition, financing, or sale of assets, information may be transferred as part of that transaction, subject to applicable law.

4.5 What we do not do

We do not sell your personal information for money, and we never have. We do not disclose your address, your phone number, your messages, your cat's information, or your support correspondence to advertisers or data brokers. We do not disclose personal information to any third party for that party's own direct marketing purposes. The one advertising-related disclosure we do make is described in full in Section 6, and you can turn it off.

5. Cookies and Similar Technologies

We use a small number of cookies. We do not use cookies for retargeting or for tracking you across unrelated websites.

• Authentication session (set by Supabase, our authentication provider). Keeps you signed in between visits. Strictly necessary; the service does not work without it. Scoped to .mraav.com so a single session works across our marketing site and the app.
• Active role. Remembers whether you are currently using Mraav as a Cat Parent or as a Sitter, for accounts that are both.
• Admin session. Present only on internal administrative pages, and only for our own team.
• Advertising measurement (set by the Google tag; names beginning with _gcl_). If you arrive by clicking one of our Google ads, this first-party cookie records that click so we can attribute a later Booking to it. See Section 6.

Separately, when you first arrive from an advertisement or another website, we hold the referring details in your browser's tab-scoped session storage. That is not a cookie and it is discarded when you close the tab. If you create an account in that same tab, we save those details with your account so we know which marketing brought you to Mraav.

We show no consent banner, because the cookies above are either strictly necessary for a service you have requested or first-party advertising measurement that you can switch off under Section 6. You can block or clear cookies in your browser settings, though doing so will sign you out and may break basic features. If we ever add optional analytics or testing cookies, we will update this section and ask for your consent before setting them.

6. Advertising and Analytics

6.1 Product analytics

We use PostHog to understand which pages and features people use, so we can find where the product is confusing and fix it. Our configuration is deliberately restrained: it stores no cookies, it does not record your screen or your session, and events are tied to an internal account identifier rather than to your name or email address. This data is never used for advertising. We also use Vercel's analytics for traffic volume and page performance.

6.2 Advertising measurement, stated plainly

Mraav advertises on Google. To know whether an advertisement actually led to a Booking, and so avoid paying for advertising that does not work, we load Google's tag on our pages. When you arrive from one of our ads, it records the click, and when you complete a Booking, it reports that a conversion occurred.

We want to be straightforward about how this is characterised. We do not receive money for it, so it is not a "sale" in the ordinary sense. However, California's definition of "sharing" for cross-context behavioral advertising is broad, and loading an advertising provider's tag may fall within it. Rather than assert otherwise, we treat it as sharing and give you the opt-out that assumption requires.

We do not upload your email address, your address, your phone number, your messages, or your cat's information to any advertising platform.

6.3 How to opt out

• Email us at hello@mraav.com and ask to opt out. We will apply it to your account and confirm when we have.
• Block cookies in your browser, or use the industry opt-out tools at optout.aboutads.info and optout.networkadvertising.org.

Opting out does not affect your ability to use Mraav, and nothing about your account or your Bookings changes as a result.

Our website does not currently respond to browser-level opt-out signals, including "Do Not Track" and Global Privacy Control. Use one of the methods above instead, and we will apply your opt-out.

7. Information Security

We take reasonable and appropriate measures to protect information against loss, theft, misuse, and unauthorized access. These include encrypted connections throughout, passwords stored only as cryptographic hashes, row-level access controls in our database so one user cannot read another's records, and card details that go directly to our payment processor and never touch our servers.

Photos are stored separately from the rest of your data, under a randomly generated address that is not listed anywhere and cannot be guessed or browsed. Anyone holding the exact link to a photo can open it without signing in, which is what lets a photo load quickly in a message thread. Treat a photo link as you would the photo itself.

No method of transmission or storage is completely secure, and we cannot guarantee absolute security. Please use a strong password that you do not use anywhere else, and notify us at hello@mraav.com if you believe your account has been compromised. Where a breach affects your personal information, we will notify you as required by California law.

8. Where Information Is Stored

Your information is stored and processed in the United States, on infrastructure operated by the providers listed in Section 4.3. Mraav operates in California only and we do not transfer personal information outside the United States for our own purposes, though our providers may process data in other regions in the course of operating their global services.

9. How Long We Keep Information

We keep information for as long as your account is open, and afterwards only where we have a specific reason to.

Deleting your account does not erase every trace of it, and we would rather say so than imply otherwise. Deletion removes your personal information and anonymizes the records we have to keep: booking and payment history, which we are required to retain for tax and accounting purposes, and the record of a completed sit, which belongs to the other person in that Booking as much as to you. Reviews you wrote remain, detached from your identity. Your name, email address, phone number, address, home notes, emergency contacts, cat profiles, and photos are removed.

Account deletion is blocked while you have active obligations, such as an upcoming or in-progress Booking or an unresolved payment. Those must be resolved first.

• Product analytics events are retained by PostHog on a rolling basis and are not tied to your name.
• Rate-limiting records are held for minutes, not days.
• Background check results are retained by the consumer reporting agency, not by us; we hold only a status.
• Support correspondence is kept for as long as needed to handle the matter and any dispute arising from it.

10. Your Choices and Controls

• Your profile. You can view and edit most of what we hold about you directly in your account settings, at any time.
• Marketing email. Every marketing email has an unsubscribe link, and you can change your preferences in notification settings. Opting out of marketing does not stop transactional messages about your Bookings, which are part of the service.
• Push notifications. Turn them off in your device settings or in the app.
• SMS. Reply STOP to any text message, or change your notification settings.
• Advertising measurement. See Section 6.3.
• Deleting your account. Available in account settings. See Section 9 for what deletion does.

11. California Privacy Rights

If you are a California resident, the California Consumer Privacy Act, as amended by the California Privacy Rights Act, gives you the following rights. We extend the same rights to residents of every other U.S. state as a matter of practice.

11.1 Notice at collection

The categories of personal information we collect, the purposes we collect them for, and how long we keep them are set out in Sections 2, 3, and 9. We collect identifiers, customer records, commercial information, internet activity, and inferences drawn from them, and the limited sensitive personal information described in Section 2.4. Sources are you, your device, and the third parties named in Section 2.3.

11.2 Your rights

• To know. Request the categories and specific pieces of personal information we hold about you, the sources, the purposes, and the categories of third parties we disclosed it to.
• To access. Receive a copy of that information in a portable format.
• To correct. Have inaccurate personal information corrected.
• To delete. Have your personal information deleted, subject to the exceptions in Section 9 and in law.
• To opt out of sale or sharing. We do not sell personal information. You may opt out of the advertising-measurement sharing described in Section 6 at any time, by the methods in Section 6.3.
• To limit sensitive personal information. We use the limited sensitive personal information described in Section 2.4 only to provide the service and for purposes the law permits without a limitation right, so there is nothing further to limit. If that ever changes, we will say so and offer the choice.
• To non-discrimination. We will not deny you service, charge you a different price, or give you a lesser experience for exercising any of these rights.

11.3 How to exercise them

Email hello@mraav.com, or write to Nine Labs LLC, Attn: Privacy, 1120 Sycamore Ave., Suite 2G, Vista, California 92081. We will confirm receipt within 10 business days and respond within 45 days, extending once by a further 45 days where the request is complex, in which case we will tell you.

We will verify your identity before acting on a request to know, correct, or delete, usually by confirming that the request comes from the email address on your account. You may use an authorized agent, in which case we will require written proof of their authority and may still need to verify your identity directly with you.

11.4 If we decline

If we refuse a request, we will tell you why. You may appeal that decision by replying to our response or writing to the address above, and we will reconsider it and explain the outcome. If you remain dissatisfied, you may complain to the California Privacy Protection Agency or the California Attorney General.

11.5 Shine the Light

California Civil Code section 1798.83 permits residents to ask about personal information disclosed to third parties for those parties' own direct marketing purposes. We make no such disclosures.

12. Minors

Mraav is for people aged 18 and over, both to book care and to provide it. We do not knowingly collect personal information from anyone under 18, and we do not sell or share the personal information of anyone under 16. If we learn that we have collected information from a minor, we will delete it promptly. A parent or guardian who believes a minor has used Mraav can write to hello@mraav.com and we will delete the account.

13. Changes to This Policy

We may update this policy as the service changes, as we add or remove a provider, or as the law changes. When we do, we revise the "Last updated" date at the top. Where a change is material, we will notify you by email or by a notice in the product before it takes effect, and we will obtain your consent where the law requires it. We keep prior versions and will provide the version in effect on a given date on request.

14. Contact Us

Questions, requests, or complaints about this policy, or about how we handle your information, may be directed to hello@mraav.com or sent by mail to Nine Labs LLC, Attn: Privacy, 1120 Sycamore Ave., Suite 2G, Vista, California 92081.

Nine Labs LLC acts as a business and a controller in respect of the personal information described in this policy.