Last updated / Effective date: 2026-08-14
Developer / Operator: XYLOTO SYSTEMS LIMITED (“we,” “our,” or “us”)
Application: Pet Hideaway / Pet Hideaway: Paws & Puzzles (package name: please confirm, e.g. com.pethideaway.app)
Contact: surpport@xylotosystems.com
This Privacy Policy explains how we collect, use, disclose, and protect information when you use the Pet Hideaway mobile application (the “App”). It reflects the current Android product: a casual hand-drawn puzzle game with level progression, locally stored coins and unlocks, Google Play in-app purchases, and advertising (including Google AdMob).
This document is provided for informational purposes and does not constitute legal advice. Please have qualified counsel review it before publication.
By using the App, you acknowledge this Privacy Policy. If you do not agree, please do not use the App.
Pet Hideaway is a casual puzzle game. You progress through levels, earn virtual coins, and may redeem coins for pet avatars, skins, outfits, hideaways, and other in-game cosmetic or collection items. You may also purchase virtual coins or a permanent remove-ads item through Google Play, and you may see advertisements unless you have purchased remove-ads.
This Policy describes:
what information we process;
how and why we use it;
with whom it may be shared;
how long it is retained;
how payments, ads, refunds, and local progress relate to your data;
how you can contact us about privacy requests.
We only process information that is reasonably necessary to operate the App, deliver gameplay, handle purchases and support, show ads (where applicable), improve the product, and comply with law.
In-app preferences (for example, language or settings choices)
Information you include when emailing support, such as a description of an issue, order ID, purchase details, and the email address you use to contact us
Depending on the App version, the following may be stored primarily on your device:
Game progress (for example, level progress, album / collection status)
Virtual coin balance
Unlocked or selected pets, skins, outfits, hideaways, and similar items
Remove-ads entitlement flags (in addition to Google Play purchase status)
Local settings and session metadata
The current version does not require an account to play. Because progress and coins are stored mainly on-device, clearing App data, uninstalling the App, or factory-resetting the device may permanently delete your coins, unlocked items, and progress. We may be unable to restore that local content.
Payments are processed by Google Play Billing. We may receive limited transaction metadata, such as:
product ID;
whether a purchase succeeded or failed;
restore-purchase results;
purchase token / receipt or entitlement status; and
related timestamps or status codes provided by Google Play.
We do not collect or store your full payment card number, CVV, bank account number, or complete billing credentials. Google processes payment information under its own terms and privacy policy.
Current one-time product IDs (subject to change; the IDs shown in the App and Google Play control):
Product ID
Description
coins_50
50 virtual coins
coins_500
500 virtual coins
remove_ads
Permanent remove ads
Virtual coins purchased or earned in-game are virtual items for use only within the App. They have no cash value outside the App and are not redeemable for real-world currency from us.
If you have not purchased remove-ads (or if ads are otherwise enabled), the App may show ads through third-party advertising partners, including Google AdMob.
Advertising partners may automatically collect or receive device and ad-related information such as:
advertising ID / device identifiers (where permitted);
IP address and approximate location derived from IP;
device model, OS version, app version, and language;
ad interaction events (for example, impressions, clicks); and
other technical data needed to deliver, measure, and prevent fraud in advertising.
Ad partners process this information under their own privacy policies. You may be able to reset or limit advertising identifiers in your device settings. Purchasing remove-ads is intended to stop in-App ads from our ad integration; it does not control ads outside the App or Google’s independent processing.
Device model, operating system and version, app version
Language, locale, time zone, and network status
Crash, diagnostic, or performance data if enabled
Coarse in-app funnel events if analytics is enabled (for example, whether you opened the shop, started a level, or completed a level)
If analytics is enabled, we do not intentionally upload unnecessary free-text personal content as analytics events.
We do not require government identification numbers, precise GPS location, contacts, photos, microphone audio, or health/medical records for core features. Please avoid submitting sensitive personal data in support emails.
We use the information described above to:
provide gameplay, levels, albums, wardrobe / customization, and related features;
track and display coin balances and unlock status on your device;
process in-app purchases and restore purchases (especially for remove-ads);
deliver and measure advertisements, and limit ads after a remove-ads purchase;
provide customer support;
diagnose crashes, bugs, and performance issues;
understand product funnels in aggregated or limited form and improve the App;
protect the App against fraud, abuse, and unauthorized use; and
comply with applicable laws and Google Play policies.
We do not sell your personal information. The App is monetized through in-app purchases and/or advertising.
Where GDPR, UK GDPR, or similar laws apply, we generally rely on one or more of the following:
Contract / steps prior to entering a contract: delivering the game features and purchased items you request;
Legitimate interests: security, abuse prevention, debugging, advertising fraud prevention, and limited product-improvement analytics that do not override your rights;
Consent: personalized advertising, optional notifications, or non-essential analytics, if required and separately enabled;
Legal obligation: accounting, tax, dispute handling, or responding to lawful requests.
Please read this section carefully:
Coins earned by playing and coins purchased may be stored primarily on your device together with unlocks (pets, skins, equipment / outfits, hideaways, album progress, and similar items).
Clearing App storage, uninstalling the App, changing devices without a backed-up restore path, or factory-resetting may cause permanent loss of coins, unlocked items, and progress.
We are not obligated to restore locally lost coins or cosmetic items that existed only on the device.
Uninstalling the App does not delete your Google Play order history and does not automatically issue a refund.
A remove-ads purchase is tied to your Google Play account entitlement and may be restorable via Restore Purchases after reinstall, subject to Google Play and the App’s restore logic. Consumable coin packs that were already granted to local storage may not be restorable after data loss.
Depending on the release version, we may use:
Service
Purpose
Privacy information
Google Play / Google Play Billing
Payments, restore purchases, order handling
https://policies.google.com/privacy
Google AdMob / Google Mobile Ads
Advertising delivery and measurement
https://policies.google.com/privacy
Google Firebase, Analytics, and/or Crashlytics, if enabled
Crash reporting, limited analytics
https://firebase.google.com/support/privacy
Cloud hosting or other SDKs, if enabled in a later version
Backend features, if any
Provider policy applicable to the service actually used
We do not control Google’s independent processing of payment, advertising, or order data.
If a future version adds additional SDKs, we will update this Policy.
The App may use:
Internet access: required for ads, purchase validation / restore, and online features;
Network state: to detect connectivity;
Advertising ID / related identifiers: for advertising and fraud prevention, where permitted;
Notifications: only if you opt in, if that feature is enabled.
Core features do not require camera, microphone, photos, contacts, or precise location. If a future feature needs additional permission, we will request it in context.
On-device progress, coins, and unlocks: retained until you clear app storage, uninstall the App, or otherwise delete local data.
Purchase metadata: may be retained as needed for entitlement verification, fraud prevention, accounting, tax, and dispute handling.
Advertising / analytics / crash data: retained according to our configuration and the relevant provider’s retention practices, only as reasonably needed.
Support emails: retained as needed to resolve your request and for legitimate business records.
Because much of your game data is stored on your device, you can delete most local content yourself by:
Android: Settings → Apps → Pet Hideaway → Storage → Clear data; or
uninstalling the App.
Warning: doing so may permanently erase coins, unlocked pets/skins/items, and level progress.
To request access to, correction of, or deletion of personal information that we hold on our systems or in support records, email surpport@xylotosystems.com with the subject line “Pet Hideaway Data Request.” Please describe your request and include enough information for us to locate relevant records.
After we verify the request, we will process it within thirty (30) days, unless a longer period is required by law or needed for security, fraud prevention, accounting, or unresolved disputes.
Deleting data or the App does not automatically refund a purchase.
All paid items in the App are sold as Google Play one-time products and processed by Google Play Billing. Prices shown in the App may be approximate; the price charged is the price shown by Google Play at checkout, including applicable taxes.
Except where required by applicable law or by Google Play’s mandatory refund policies, all in-app purchases—including coin packs and remove-ads—are final once the purchase is successfully completed and the virtual goods or entitlement are delivered. We do not offer refunds for change of mind, unused coins, unused cosmetics, gameplay dissatisfaction, accidental purchases (except as Google Play may allow), or loss of local data after clearing storage / uninstalling the App.
In short: recharges / in-app purchases are generally non-refundable after successful delivery.
Refunds, if any, are requested through Google Play, not by sending payment-card details to us. Typical paths include:
Google Play Store → profile icon → Payments & subscriptions → Budget & history → open the order → Report a problem;
Google help: https://support.google.com/googleplay/answer/15574897
If self-service is unavailable, you may email surpport@xylotosystems.com. We may use limited order information to assist in Google Play Console. Google decides refund eligibility under its policies. Where a refund is issued by Google contrary to our general no-refund position, Google’s decision and Play entitlement rules control.
A refund may change or revoke Play entitlement (for example, remove-ads). Local coin balances or unlock flags on your device may not update immediately. For remove-ads, use Restore Purchases or contact support rather than attempting a duplicate payment.
Details of the user-facing purchase and refund rules may also appear in the Terms of Use / EULA.
We do not sell personal information.
We may share information only:
with service providers that help us operate the App (ads, crash reporting, analytics, hosting), under appropriate arrangements;
with Google as needed for billing, restore purchases, advertising, refunds, and fraud prevention;
when required by law, legal process, or governmental request;
to protect the rights, safety, and security of users, the public, or XYLOTO SYSTEMS LIMITED; or
in connection with a merger, acquisition, or asset transfer, subject to continued confidentiality commitments.
Your information may be processed in Hong Kong, the European Union, the United States, or other locations where we or our providers operate. Those locations may have different data-protection rules. We take reasonable measures consistent with applicable law.
We implement reasonable administrative, technical, and organizational measures designed to protect information against unauthorized access, loss, misuse, or alteration. No method of transmission or storage is completely secure. Local on-device data can be lost if the device is lost, damaged, or wiped.
The App is a general-audience casual game and is not directed to children under 13, or under the higher age of digital consent in your country. We do not knowingly collect personal information from such children.
If you believe a child has provided personal information, contact surpport@xylotosystems.com. We will take reasonable steps to delete it.
Parents and guardians should supervise in-app purchases. Device purchase authentication settings are controlled by Google / your device, not by us alone.
Depending on your location, you may have the right to:
access personal data we hold about you;
correct inaccurate data;
request deletion;
object to or restrict certain processing;
request data portability; and/or
withdraw consent where processing is based on consent (for example, certain ads or analytics consents).
To exercise these rights, contact surpport@xylotosystems.com. We may need to verify your identity. California residents may also request information about categories of personal information collected; we do not sell personal information and do not share it for cross-context behavioral advertising as those terms are commonly defined under CCPA/CPRA, except to the extent advertising SDKs operate as described in this Policy and permitted by law.
You may also have the right to lodge a complaint with a data-protection authority in your country.
We may update this Privacy Policy from time to time. When we do, we will revise the date at the top. Material changes may also be noted in the App. Changes take effect when posted unless stated otherwise. Continued use after the effective date constitutes acceptance of the updated Policy.
If you have questions, privacy requests, or concerns about this Policy or Pet Hideaway, contact:
XYLOTO SYSTEMS LIMITED
Email: surpport@xylotosystems.com
Please include “Pet Hideaway” in the subject line.