🔒 Account and data

Only you can see your dog's profile. Sharing isn't available yet.

We don't sell your data, and we don't make money from ads. How we store and process data is on our Privacy Policy page.

Puffy is available in English and Russian. Sign-in and the first questions about your dog follow your iPhone's language: Russian if the iPhone is set to Russian, English otherwise.

To change the language: Profile → "Language".

Your choice is saved to your account. When you sign in again, for example on a new iPhone, Puffy starts in your iPhone's language again. Change it in Profile → "Language" if you need to.

Profile → "Edit" → "Log Out". You're logged out immediately, with no confirmation.

The data on your iPhone is cleared, but your account keeps your dog, records, documents and chats with Asky. Sign in the same way — with Apple or the same email — and it all comes back.

What you'll set up again — these are kept only on the iPhone:

• the food you chose in Care → "Meals";
• planned walks;
• access to Apple Health — Puffy asks again when you tap "Walks";
• the app language — Puffy starts in your iPhone's language.

1. Profile → "Edit" → "Delete account".
2. "Delete account?" — tap "Continue".
3. "Are you absolutely sure?" — tap "Delete".

Deletion is permanent. Your account and all its data are deleted: the dog's profile, records, documents and chats with Asky. Walks Puffy saved to Apple Health stay in Health — you can delete them in the Health app.

Want a copy first? Profile → "Data and Storage" → "Get a copy of my data" (see "Getting a copy of your data").

Have Puffy Plus? Deleting your account doesn't cancel the subscription. Cancel it in your App Store subscription settings.

If you lose connection during deletion, the app still logs you out, but the account may remain. If that happens, write to us at help@puffy.pet and we'll delete it.

Puffy Light is free. Puffy Plus is a subscription that gives you more:

• more messages to Asky;
• photos in the Asky chat;
• talking to Asky by voice;
• more document uploads;
• more Asky cards (⚡).

Puffy Light has limits, and Puffy Plus has bigger ones. What's left is shown in the app.

How to get Plus

1. Open the Plus screen: in Profile, tap "Improve their care", or tap "Buy subscription", "Get Puffy Plus" or "Upgrade to Plus" when you reach a limit.
2. Choose a plan: "Calm all year" (yearly) or "Flexible" (monthly). The price is shown on the screen.
3. Tap "Subscribe yearly" or "Subscribe monthly" and confirm with Apple.

After payment you'll see "Welcome to Puffy Plus". The subscription renews automatically until you cancel it.

If something goes wrong

• "Your purchase is awaiting approval" — for example, Ask to Buy. Plus turns on by itself once the purchase is approved.
• "Couldn't load subscriptions" — check your internet connection and tap "Retry".
• "Purchase cancelled" — choose a plan and try again.

To cancel or restore a purchase, see "Managing your Plus subscription".

Your plan

With Plus, Profile shows "Puffy Plus" under your name and the "You're Plus" row marked "Active". Tap it to see your plan.

Cancel or switch plans

1. Profile → "You're Plus" → "Manage subscription".
2. Apple's subscription settings open. Cancel there, or switch between monthly and yearly.

After you cancel, Plus keeps working until the end of the paid period. Then Puffy goes back to Puffy Light. Your records, documents and chats stay.

"Payment method" opens the payment settings of your Apple account. "Questions about billing?" opens Apple's subscription settings.

New iPhone or restoring a purchase

Plus is paid through your Apple ID. On a new iPhone, sign in to the same Puffy account. If Plus doesn't show up, open the Plus screen (Profile → "Improve their care") and tap "Restore purchases".

"No purchases to restore." means the Apple ID on this iPhone has no Puffy Plus subscription. Check that you're signed in to the App Store with the Apple ID you paid with.

Refunds

Refunds are decided by Apple. Request one at reportaproblem.apple.com.

Deleting your Puffy account doesn't cancel the subscription. Cancel it first in "Manage subscription".

You can download everything Puffy stores about your account: your dog, their health records, your documents, photos and conversations with Asky. The copy comes as a ZIP file.

1. Profile → "Data and Storage" → "Get a copy of my data".
2. Wait while you see "Preparing your archive…". It usually takes a few seconds.
3. Tap "Download archive".
4. Tap "Share or save" and save the file to Files or send it where you need it.

The archive is kept for a limited time — the date is shown under it. After that, ask for a new copy in the same place.

If it didn't work:

• "Not enough storage to download the archive" — free up space on your iPhone and try again.
• If the archive is too big to download or can't be built, Puffy says so. Write to us and we'll send you your data.

Puffy can ask for Face ID (or Touch ID, or your passcode) every time you open it.

1. Profile → "Security".
2. Turn on "Unlock with Face ID". On an iPhone with Touch ID, the switch says "Unlock with Touch ID".

When Puffy is locked, you'll see "Puffy is locked" — tap "Unlock". If Puffy stays in the background for a minute or more, it locks again.

• "Set a device passcode in iOS Settings to use this." — the lock needs a passcode on your iPhone. Set one in iOS Settings first.
• The setting is stored on this iPhone. On a new iPhone, turn it on again.

Your dog, records, documents and chats with Asky are stored in your Puffy account, not on the phone.

1. Install Puffy on the new iPhone.
2. Sign in the same way as before: "Continue with Apple" with the same Apple ID, or "Sign in with email" with the same address. Another way may take you to a different account.
3. Your dog and everything in your account come back.

Set up again on the new iPhone — these are kept only on the phone:

• notifications and Apple Health access — Puffy asks for them again;
• the food you chose in Care → "Meals";
• planned walks;
• Face ID lock: Profile → "Security";
• the app language, if you use one that differs from your iPhone's: Profile → "Language".

Open Care once so your care reminders are set up on the new iPhone.

Want a copy of your data? See "Getting a copy of your data".