Privacy
Pilot policy, updated September 2026
Your pet's photos
The photos you upload are used for one thing: generating your portrait previews. They are sent securely to our AI provider (OpenAI) for processing and are not stored on our servers. If you leave without going to checkout, we keep nothing. When you go to checkout, we save the portrait you chose (one per frame: the portrait you picked, or your own photo if you chose to frame it as is), so we can print exactly what you saw. If you don't complete your purchase, these files are deleted automatically after 7 days (up to 30 days while a bank payment is still being processed). If you order, they are kept until 90 days after your order ships, to cover our guarantee, then deleted automatically; the order details themselves (such as your name and shipping address) are kept for our records.
When you order
Your payment is handled entirely by Stripe; we never see or store your card number. Stripe shares with us the details needed to fulfill your order: your name, shipping address, email, and the portrait you chose. If you add the 12×16″ poster, that portrait and your shipping address are passed to our print partner (Gelato), who prints it and ships it to you directly. If you had accepted advertising in our cookie settings when you checked out, our server also tells Meta that a purchase was made, to measure our advertising: its amount, the items ordered and your email address in hashed (encoded) form. Without that consent, Meta receives nothing about your order.
Cookies & analytics
We set a few cookies ourselves, none of them for advertising: your language preference, if you use the EN/FR switch (kept 1 year); a random anti-abuse identifier, not linked to your name or email, that protects the free previews from automated misuse (kept 1 day); only if you give us your email, a signed cookie that applies your subscriber discount (kept 1 year); and, if you open the unsubscribe link in one of our emails, a cookie that holds that link while you confirm (kept 1 hour). For the same abuse protection, your IP address is kept in short-lived counters that are deleted automatically within 2 days. Your cookie choices are saved in your browser. We also use Google Analytics and Microsoft Clarity to understand how the site is used (which pages and sections people visit, where they get stuck) through anonymized usage data, session replays and heatmaps; these tools set their own cookies for this. With your consent (the banner at the bottom of the page), we also use the Meta Pixel to measure our advertising; without it no advertising cookie is set. The banner's Settings let you switch audience measurement and advertising on or off separately, and the “Cookie settings” link in the footer of the home page lets you change your mind at any time. If you switch audience measurement off, Google Analytics and Clarity stop and their cookies on our site are deleted.
Your email address
If you give us your email address, in the studio (to receive your portrait previews) or through the signup at the bottom of the home page, we keep it to apply your subscriber discount and, from the studio, to email you your previews. We only send news (seasonal collections, new styles) if you ticked the separate box for it; we then keep a record of when and how you agreed, and every such email has a one-click unsubscribe. The email with your previews has an unsubscribe link too; if you use it, we record the date and stop sending you news. Our emails (your previews, shipping updates and, if you agreed, our news) are sent through our email provider, Resend. We never sell or share the list.
Where your data is processed
We rely on a few service providers: Vercel hosts the site and stores your order details, the portraits you ordered and our email list; Upstash keeps the anti-abuse counters; OpenAI generates your previews; Stripe handles payment; Resend sends our emails; Google and Microsoft provide audience measurement; Meta measures our advertising (only with your consent); Gelato prints the optional poster. Most of these providers are based outside Québec, mainly in the United States, so your information may be processed and stored outside Québec.
What we never do
We don't sell or share your photos or your information. We don't use your pet's portraits for marketing without asking you first.
Questions or deletion requests
Want your order information deleted, or have any question about your data? Email us and we'll take care of it. The Petnook's Privacy Officer, the person in charge of protecting personal information, answers at this address:
hello@getpetnook.com