Privacy & Terms

This page covers both our Privacy Policy and our Terms of Service for LutraPets products, including Pantry, Volunteers, and Stacks.

Privacy Policy

Last updated: September 2026

The privacy of your data — and it is your data, not ours — is a big deal to us. In this policy, we lay out what data we collect and why, how your data is handled, and your rights with respect to your data. We do not sell your data: never have, never will.

This policy applies to all products built and maintained by LutraPets, including Pantry, Volunteers, and Stacks. It covers our handling of information about site visitors, prospective customers, and customers and authorized users of our Services. We refer to these people collectively as "you" throughout this policy.

This policy does not cover information about a customer organization's own clients, members, or volunteers that LutraPets stores or processes on that organization's behalf as part of the Services — for example, a food pantry's client records in Pantry, or a shelter's volunteer roster in Volunteers. LutraPets processes that information under the instructions of the organization using our Services, and that organization is responsible for its own compliance obligations to the people whose data it enters into our products. If you are one of those individuals and have questions about how your information is used, please contact the organization that entered your information, not LutraPets directly.

What we collect and why

Identity and access. When you sign up for a LutraPets product, we ask for identifying information such as your name, email address, and organization name. That's so you can use your account, and so we can send you essential service communications. We will never use your name or organization in marketing statements without your permission.

Billing information. If your organization upgrades to a paid plan, you provide payment information directly to Stripe, our payment processor — card details never touch LutraPets servers. We store a record of the transaction (such as the plan, amount, and last 4 digits of the card) for account history, invoicing, and billing support.

Product content. We store on our servers the content your organization creates or uploads in your LutraPets product accounts — for example, inventory records in Pantry or shift schedules in Volunteers. This is what lets the product work as intended. We keep this content as long as your account is active.

Access logs. We log account sign-ins (including IP address) for security and fraud-prevention purposes, for as long as your account is active.

Website interactions. We may collect basic information about how visitors use our marketing site (such as pages viewed and browser type) to understand usage and improve our site.

Cookies. We use cookies necessary to keep you signed in and to remember basic preferences.

Voluntary correspondence. When you email us with a question or for support, we keep that correspondence, including your email address, so we have a history to reference if you reach out again.

Data isolation between organizations

Each organization's data is kept separate and is not visible to other organizations using LutraPets, with the exception of purpose-built cross-organization tools (like Atlas) where data-sharing across organizations is the explicit, disclosed function of that tool.

Optional integrations with your other software

Some LutraPets products offer optional integrations with software your organization already uses elsewhere (for example, connecting Pantry to a shelter management system). If you enable one of these integrations, you're authorizing LutraPets to access data in that external system on your behalf, using credentials you provide, for the specific purpose the integration describes — for example, looking up an existing record or adding a note to it.

We only access what a given integration needs to do its job, and we don't store more of that external data than the integration requires to function. The same rules apply here as everywhere else in this policy: we don't use it for marketing, and we don't sell or share it beyond what the integration itself does.

Enabling an integration is always optional and can be turned off at any time. Turning it off doesn't remove or alter anything already recorded through it, in either system.

When we access or disclose your information

To provide the Services. We use third-party subprocessors to run our infrastructure: Supabase (database, authentication, file storage), Vercel (hosting), Resend (transactional email), and Stripe (payment processing).
With your consent, to help with support. If we ever need to access your account content to troubleshoot an issue you've raised, we'll ask first, except in rare cases of an automated process failing where manual intervention is required to fix it.
To investigate misuse. If we have reason to believe an account is being used for a restricted or harmful purpose, we may access account data as a last resort to investigate, and take action including account suspension.
Aggregated or de-identified data. We may use data that's been aggregated or stripped of identifying information for any purpose, including improving our products.
When required by law. LutraPets is a U.S. company and our infrastructure is located in the U.S. We will disclose account data if compelled by a valid U.S. legal process (such as a subpoena or court order), and where legally permitted, we will attempt to notify the affected account holder first.
Business transfers. If LutraPets is ever acquired or merges with another company, we will notify you before your personal information is transferred or becomes subject to a different privacy policy.

Your rights with respect to your information

You have the right to:

Know what personal information we collect and how we use it (this policy covers that).
Access the personal information we hold about you.
Correct inaccurate personal information.
Delete your personal information, subject to our legitimate need to retain certain records (e.g., billing history) as required by law. Note that deleting certain data may mean your account can no longer function, which may result in account closure.
Portability — export your account data. This can be done by emailing us.
Non-discrimination — we won't charge you more, restrict features, or reduce service quality because you exercised any of these rights.

To exercise any of these rights, contact us at info@lutrapets.com. We may need to verify your identity before responding to certain requests.

How we secure your data

All traffic between your browser and our servers is encrypted via HTTPS/TLS. Our database encrypts data at rest by default.

What happens when you delete content or cancel your account

When your organization cancels its account, your content becomes inaccessible through the Services and is deleted from our systems within 10 days — contact support if you'd like your data deleted sooner or need it exported first.

Data retention

We keep your information for as long as necessary for the purposes described in this policy, or as required by law (for example, billing records). When we no longer need it, we delete or de-identify it.

Location of site and data

LutraPets is a U.S. company. Our products, infrastructure, and data storage are located in the United States. This policy is written for a U.S.-only service and does not address international data transfer frameworks.

Changes and questions

We may update this policy from time to time. When we make a material change, we'll update the date at the top of this page and take reasonable steps to notify account holders.

Contact

Questions, comments, or concerns about this policy or your data: info@lutrapets.com

Terms of Service

Last updated: September 2026

Thank you for using LutraPets! Because we don't know every one of our customers personally, we have to put in place some Terms of Service to help keep the ship afloat.

When we say "Company," "we," "our," or "us" in this document, we are referring to LutraPets. When we say "Services," we mean our websites, including lutrapets.com and its subdomains, and any product created and maintained by LutraPets — that currently includes Pantry, Volunteers, and Stacks, whether delivered within a web browser, desktop application, mobile application, or another format. When we say "You" or "your," we are referring to the people or organizations that own an account with one or more of our Services.

We may update these Terms of Service ("Terms") in the future. Whenever we make a significant change to our policies, we will refresh the date at the top of this page and take any other appropriate steps to notify account holders.

When you use our Services, now or in the future, you are agreeing to the latest Terms. There may be times where we do not exercise or enforce a right or provision of the Terms; however, that does not mean we are waiving that right or provision. These Terms do contain a limitation of our liability.

If you violate any of the Terms, we may terminate your account. That's a broad statement and it means you need to place a lot of trust in us. We do our best to deserve that trust by being open about who we are, how we work, and keeping an open door to your feedback.

Account Terms

You are responsible for maintaining the security of your account and password and for ensuring that any of your users do the same. The Company cannot and will not be liable for any loss or damage from your failure to comply with this security obligation. We recommend all users set up two-factor authentication for added security.
You may not use the Services to harass others, distribute malware, violate applicable law, or misrepresent your identity or organization — and you may not permit any of your users to do so either.
You are responsible for all content posted to and activity that occurs under your account, including content posted by and activity of any users in your account.
You must be a human. Accounts registered by "bots" or other automated methods are not permitted.

Pilot / early-stage software

LutraPets products may be in active development, including features in pilot or beta status. We make reasonable efforts to maintain reliability but do not guarantee uninterrupted service, and early-stage features may change based on user feedback.

Payment, Refunds, and Plan Changes

If you are using a free version of one of our Services, it is really free: we do not ask you for your credit card, and — just like for customers who pay for our Services — we do not sell your data.
For paid Services that offer a free trial, we explain the length of the trial when you sign up. After the trial period, you need to pay in advance to keep using the Service. If you do not pay, we will move you to the free version until you make payment.
If you are upgrading from a free plan to a paid plan, we will charge your card immediately and your billing cycle starts on the day of upgrade. For other upgrades or downgrades in plan level, the new rate starts from the next billing cycle.
All fees are exclusive of all taxes, levies, or duties imposed by taxing authorities. You are responsible for payment of all taxes, levies, or duties, except as required otherwise by law.
Refunds are considered on a case-by-case basis — contact us within 7 days of a charge.

Cancellation and Termination

You are solely responsible for properly canceling your account. An email or phone request to cancel your account is not automatically considered cancellation. If you need help canceling your account, you can always contact our Support team.
Upon account cancellation, your content will be inaccessible from the Services.
If you cancel the Service before the end of your current paid-up period, your cancellation will take effect at the end of the paid-up period.
We have the right to suspend or terminate your account and refuse any and all current or future use of our Services for any reason at any time. Suspension means you and any other users on your account will not be able to access the account or any content in the account.
Verbal, physical, written, or other abuse (including threats of abuse or retribution) of a Company employee or officer will result in immediate account termination.

Modifications to the Service and Prices

We reserve the right at any time to modify or discontinue, temporarily or permanently, any part of our Services with or without notice.
If we change the pricing structure for our products, we will give at least 30 days' notice to existing customers via the email address on record before any change takes effect for them.

Uptime, Security, and Privacy

Your use of the Services is at your sole risk. We provide these Services on an "as is" and "as available" basis. We take measures to protect and secure your data through backups, redundancies, and encryption. We enforce encryption for data transmission from the public Internet. When you use our Services, you entrust us with your data. We take that trust to heart. You agree that LutraPets may process your data as described in our Privacy Policy and for no other purpose. We as humans can access your data only: to help with support requests you make (with your consent), to fix rare automated-process errors, to safeguard the security of the Services, or to the extent required by applicable law.

We use third-party vendors and hosting partners to provide the necessary infrastructure to run the Services. Currently: Supabase (database, authentication, file storage), Vercel (hosting), Resend (transactional email), and Stripe (payment processing).

Copyright and Content Ownership

All content posted on the Services must comply with U.S. copyright law.
You give us a limited license to use the content posted by you and your users in order to provide the Services to you, but we claim no ownership rights over those materials. All materials you submit to the Services remain yours.
We do not pre-screen content, but we reserve the right (but not the obligation), in our sole discretion, to refuse or remove any content available via the Service.
The Company owns all right, title, and interest in and to the Services, including all intellectual property rights therein, and you obtain no ownership rights in the Services as a result of your use. You may not duplicate, copy, or reuse any portion of the Services' design or code without express written permission. Please email us for requests to use our logos for promotional purposes.
You agree not to reproduce, duplicate, copy, sell, resell, or exploit any portion of the Services without our express written permission.

Features and Bugs

We design our Services with care, based on our own experience and the experience of customers who share their time and feedback. We make no guarantees that our Services will meet your specific requirements or expectations. As with any software, our Services inevitably have some bugs. We track reported bugs and prioritize any related to security or privacy. Not all reported bugs will get fixed, and we don't guarantee completely error-free Services.

Liability

You expressly understand and agree that the Company shall not be liable, in law or in equity, to you or to any third party for any direct, indirect, incidental, lost profits, special, consequential, punitive, or exemplary damages arising from your use of the Services, whether as a breach of contract, tort, or any other theory of liability.

In other words: choosing to use our Services does mean you are making a bet on us. If the bet does not work out, that's on you, not us. We do our best to be as safe a bet as possible through careful management of the business. If you choose to use our Services, thank you for betting on us.

Contact

Questions about any of these Terms: info@lutrapets.com

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