Privacy Policy
Effective Date: June 22, 2026
This Privacy Policy (“Policy”) describes how JustBigDogs.com (“Just Big Dogs,” “Company,” “we,” “our,” or “us”) collects, uses, discloses, and safeguards information obtained from users (“you” or “your”) of our website and associated services, including, but not limited to, Emotional Support Animal (“ESA”) evaluations, Psychiatric Service Dog (“PSD”) evaluations, and related resources (collectively, the “Services”). By accessing or using our Services, you acknowledge that you have read, understood, and agree to the terms of this Policy.
1. Information We Collect
We may collect the following categories of information, either directly from you or automatically through your interaction with our Services:
1.1 Personal Information
Information that identifies, relates to, describes, or could reasonably be linked to you, such as your name, email address, telephone number, mailing address, and any other information voluntarily provided through forms or communications with us.
1.2 Health Information
Information provided as part of the ESA or PSD intake and evaluation process, including mental health history, assessment responses, and supporting documentation. Such data may include Protected Health Information (“PHI”) as defined under the Health Insurance Portability and Accountability Act of 1996 (“HIPAA”).
1.3 Account Information
If you create an account, we may collect your login credentials, authentication tokens, and related user preferences.
1.4 Payment Information
Payment data submitted in connection with service fees is processed by third-party, PCI-DSS compliant payment processors. Just Big Dogs does not retain full credit card numbers or security codes. We may retain limited billing details for transactional support and compliance.
1.5 Usage Data
Information concerning your interactions with our Services, including pages viewed, time spent, referring URLs, and access timestamps.
1.6 Device and Technical Data
Details automatically collected from your device, including IP address, browser type, device identifier, operating system, and related metadata.
2. Use of Information
We may use collected information for the following purposes: to provide, administer, and improve the Services; to facilitate communication between you and licensed mental health professionals; to process transactions and deliver related services and documentation; to respond to inquiries and support requests; to personalize content and user experience; to maintain the security, functionality, and integrity of the Services; to comply with applicable legal and regulatory obligations; to send SMS, email, and other communications if you have opted in.
2.1 SMS Consent: By submitting a form or providing your phone number, you consent to receive customer care messages from Just Big Dogs. Consent is not a condition of purchase. Message and data rates may apply. Message frequency varies. Unsubscribe at any time by replying STOP or clicking the unsubscribe link (where available), or text HELP for support.
No mobile information will be shared with third parties/affiliates for marketing/promotional purposes. All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties
2.2 Reviews, Testimonials, and Public Display
If you submit a review, testimonial, rating, or feedback through the Platform, you acknowledge and agree that such content may be publicly published and displayed on our website, applications, marketing materials, and other promotional channels.
Reviews and testimonials are based on the information you voluntarily provide regarding your experience. The Company does not create or fabricate user reviews; however, we may format, shorten, or make minor edits for clarity, grammar, or presentation, provided the overall meaning is not materially altered.
Publicly displayed content may include limited identifying information that you choose to provide, such as your first name, general location (e.g., city or state), pet information (e.g., name or breed), and any images submitted.
We do not publish sensitive personal information or protected health information (PHI) as part of reviews or testimonials.
Submission of a review or testimonial does not guarantee that it will be published. All such content is subject to moderation, approval, and removal at the Company’s sole discretion, as further described in our Terms and Conditions.
You may request removal of your review or testimonial at any time by contacting our Care Team. We will process such requests within a reasonable timeframe, subject to legal and operational considerations.
Users agree not to include sensitive personal or health-related information in reviews. The Company reserves the right to remove or redact such content.
3. Information Disclosure
We do not sell or rent personal information. We may disclose your information under the following circumstances:
3.1 Licensed Professionals
To facilitate the ESA/PSD evaluation process, personal and health-related information may be disclosed to licensed clinicians in accordance with applicable telehealth and licensure requirements. Licensed clinicians are independent covered entities under HIPAA. The Company acts as their business associate and implements appropriate safeguards.
3.2 Service Providers
We may engage third-party service providers to support the operation of our Services, including web hosting, analytics, payment processing, and customer support. Such providers are contractually bound to maintain confidentiality and security.
3.3 Legal Compliance
We may disclose information as required by law, regulation, subpoena, court order, or other legal process, or to protect the rights, property, or safety of the Company, our users, or others.
4. Cookies and Local Browser Storage
We utilize cookies and local storage technologies to support essential site functions and enhance user experience: Session Cookies: Manage secure navigation and preserve user state. Analytics Cookies: Collect aggregate performance metrics (e.g., Google Analytics). Functional Cookies & Local Storage: Retain user preferences and form progress for up to seven (7) days. We may also use cookies or pixels for advertising and remarketing. Do Not Track: We do not currently respond to browser-based “Do Not Track” signals. We do not store PHI in cookies or local storage.
5. Data Subject Rights
Subject to applicable law, you may have the right to access the personal information we maintain about you; request correction of inaccurate information; request deletion of your information, subject to applicable legal exceptions and record-retention requirements; restrict or object to certain processing activities; request data portability, where applicable; and withdraw consent where processing is based on consent.
If you have an account, you may initiate an account deletion request through the “Delete Account” option in Settings within our mobile application or website, as described in Section 14. To exercise another privacy right, or if you are unable to access your account, contact us at support@justbigdogs.com.
6. HIPAA and Privacy Compliance
We are committed to compliance with HIPAA, the California Consumer Privacy Act (“CCPA”), the California Privacy Rights Act (“CPRA”), and other applicable state privacy laws. Safeguards include: end-to-end encryption of data in transit and at rest; role-based access controls and authentication; monitoring, auditing, and breach detection protocols.
7. Data Retention
We retain personal and health information only for as long as reasonably necessary to provide the Services, fulfill the purposes for which the information was collected, comply with legal, regulatory, professional, contractual, accounting, and security obligations, resolve disputes, prevent fraud, and enforce our agreements.
Certain policies, procedures, authorizations, consents, complaints, and other documentation required under HIPAA are retained for a minimum of six (6) years from the date the documentation was created or the date it was last in effect, whichever is later.
Clinical and evaluation records maintained by us, including issued ESA or PSD documentation and related records, are retained for a minimum of six (6) years, or longer where required by applicable state medical-record retention laws, professional licensing requirements, contractual obligations, or other applicable law. Records maintained independently by licensed professionals may be subject to additional retention requirements applicable to those professionals.
Financial, billing, payment, tax, and transaction records are retained for the period required by applicable accounting, tax, payment-processing, fraud-prevention, contractual, and legal requirements.
Submitting an account deletion request does not override applicable record-retention obligations. When the applicable retention period expires and continued retention is no longer required or permitted, the information will be securely deleted or de-identified in accordance with our data-retention and disposal procedures.
8. Children’s Privacy
The Services are not intended for individuals under the age of eighteen (18). We do not knowingly collect personal information from children under 13, in compliance with the Children’s Online Privacy Protection Act (“COPPA”). If we become aware of such collection, we will delete the data.
9. Third-Party Links and Services
Our Services may contain links to third-party websites or platforms. We are not responsible for the privacy practices or content of such third parties. Please review their privacy policies before use.
10. Data Security
We implement commercially reasonable safeguards to protect personal and health information. Despite these measures, no method of electronic transmission or storage is 100% secure, and we cannot guarantee absolute security. In the event of a data breach, we will notify affected individuals in accordance with applicable laws.
11. International Users (GDPR Notice)
If you are located in the European Economic Area (EEA), United Kingdom, or other jurisdictions with similar laws, you have additional rights: right to know the lawful basis for processing (consent, contract, legal obligation, or legitimate interest); right to lodge a complaint with your local data protection authority; notice that your information may be transferred to the United States, where we implement safeguards (such as standard contractual clauses) to protect your data.
12. Changes to this Policy
We may amend this Policy at any time. Material changes will be reflected by an updated Effective Date and, where legally required, notice will be provided by email or other reasonable means. Continued use of the Services after changes constitutes acceptance.
13. Contact Information
For questions or concerns, or to exercise your rights, contact us at: Email: support@justbigdogs.com Mailing Address: Just Big Dogs, 7111 Santa Monica Blvd, Suite B, Los Angeles, CA 90046.
14. Data Deletion Requests
If you have created an account, you may initiate deletion of your account through the “Delete Account” option in Settings within our mobile application or website. The request may be initiated entirely through the Services. You are not required to make a phone call, send an email, or separately contact customer service to submit the request.
After you select “Delete Account” and confirm the request, the request will be submitted for processing. Because the Services involve health-related information, independently licensed professionals, clinical evaluations, and records that may be subject to medical-record and other legal retention requirements, deletion is completed through a confirmed administrative process rather than through immediate and irreversible deletion.
We may take reasonable steps to verify the validity of the request, prevent unauthorized or fraudulent deletion, identify records subject to retention requirements, and complete the deletion securely. We will process a valid, confirmed account deletion request within thirty (30) days after submission.
Once the deletion process is complete, we will disable access to the account and securely delete or de-identify personal information associated with the active account, except for the limited information that we, an applicable licensed professional, or an authorized service provider are required or permitted to retain.
Information retained after account deletion may include:
- Issued ESA or PSD documentation and related clinical or evaluation records;
- HIPAA-required policies, procedures, authorizations, consents, and compliance documentation;
- Financial, billing, payment, tax, and transaction records;
- Records necessary to prevent fraud, maintain security, document services provided, resolve disputes, respond to chargebacks, comply with legal process, or establish or defend legal rights; and
- Records subject to an applicable legal, regulatory, professional, contractual, or litigation-hold requirement.
Information retained after account deletion will be limited to the purposes for which retention is required or permitted. It will remain subject to the safeguards described in this Privacy Policy and will not be used to continue ordinary account services or marketing communications.
Certain clinical or medical records may be maintained independently by the licensed professional who provided the applicable evaluation. Those records are subject to the licensed professional’s own legal, regulatory, and professional retention obligations.
We will send confirmation to the email address associated with the account when the deletion process is complete. If you cannot access your account or the Settings feature, you may contact our Care Team at support@justbigdogs.com for assistance.