PetChat Privacy Statement and Cookie Policy

1.Introduction This Privacy Statement is last updated as of: August 1, 2024 PetChat, a service provided and operated by KY Vision Group Limited, values your privacy and is committed to protecting your personal information. This Privacy Statement explains how PetChat ("we," "us," or "our") collects, uses, and discloses your personal information to provide our services ("Services") to you. This Privacy Statement applies to personal information we collect when you use any of our Services, including but not limited to our mobile application, website, and related services for pet owners and pet service providers ("Pet Service Providers", “Pet Sitters”) to find each other and arrange for the provision of pet care services. If you have any questions or comments about this Privacy Statement, please contact us at customersupport@petchat.site . This Privacy Statement is incorporated into and is subject to the PetChat Terms of Use. Your use of the PetChat Services and any personal information you provide on the platform remains subject to the terms of this Privacy Statement and PetChat’s Terms of Use. We understand the importance of your privacy and aim to be transparent about how we handle your information. Our goal is to provide a safe and secure environment for all users while complying with applicable data protection laws and regulations. This Privacy Statement covers the following: Information We Collect: What types of personal data we collect from you and how we collect it. Use of Information: How we use your personal data to provide and improve our services. Sharing of Information: Under what circumstances we share your personal data with third parties. Data Security: Measures we take to protect your personal data. Your Rights: Your rights regarding your personal data and how you can exercise them. Children’s Policy: Our approach to handling personal information of minors and additional safeguards implemented for child users. Information Retention: How long we retain your personal data and the reasons behind our data retention practices. User Responsibilities: Your responsibilities for maintaining the accuracy, security, and confidentiality of your account information. Data Breach Notification: Procedures for detecting, investigating, and notifying users of data breaches that may compromise their personal information. Cookies and Tracking Technologies: How we use cookies, web beacons, and similar technologies to collect information about your interactions with our website or app. Changes to This Privacy Statement: How we will notify you of changes to this Privacy Statement. Contact Us: How you can contact us if you have any questions or concerns about your privacy. By using PetChat, you acknowledge that you have read, understood, and agreed to this Privacy Statement. We encourage you to review this statement regularly to stay informed about how we are protecting your information. 2.Information We Collect At PetChat, we prioritize your privacy and strive to provide transparency about how we collect, use, and protect your personal information. Our information collection practices are designed to enhance your user experience, ensure the security of our platform, and improve our services. Here’s a comprehensive overview of the types of information we collect: Information You Provide to Us: Account Information: When you create an account or update your profile, we collect personal information such as your name, email address, phone number, postal address, date of birth, and any other details you choose to provide. This also includes information related to your pet(s), such as breed, age, and medical history if disclosed. This information is essential for user identification, authentication, and communication purposes. Profile Information: Users may choose to provide additional information to personalize their profiles, such as a profile picture, bio, pet details, and preferences. This information helps facilitate connections between pet owners and service providers. Content and Files: We collect photos, videos, documents, and other files you upload or share through PetChat. This includes profile pictures, pet photos, stay photos, and any content provided in reviews, messages, or other communications. Transactional Information: When you use our services to make bookings, payments, or other transactions, we collect transaction details, including the type of service requested, date and time, payment information, and communications related to the transaction. Payment & Tax Information: When you engage in transactions through PetChat, we collect payment information such as payment card details (handled securely by our third-party payment processors), transaction amounts, and dates. For service providers, we may also collect tax identification numbers and payment disbursement information. Sensitive Personal Information: In certain cases, such as for identity verification or compliance with legal requirements, we may collect sensitive personal information. This may include government-issued photo IDs , HKID, passport or driver’s license details (for identity verification), and health-related information relevant to the services provided. Communications: We collect the content of communications sent through PetChat, including messages exchanged between users and customer support interactions. This helps us provide support, resolve disputes, and improve our services. Information Collected Automatically When You Use the Services: Identifiers and Device Information: We collect information about the devices you use to access PetChat, such as IP addresses, device identifiers, browser type, language settings, and mobile network information. This helps us understand how you interact with our services and troubleshoot technical issues. Usage Information: We gather data on how you navigate and utilize PetChat, including which pages you visit, actions you take (like booking requests or service listings), and the duration of your sessions. This helps us analyze user preferences and improve our platform’s functionality. Location Information: With your consent, we may collect precise geolocation data from your device. This allows us to provide location-based services, such as matching you with nearby service providers or displaying relevant content. Access to Camera, Photo Album, and Location Data: With your consent, may request access to your device's camera and photo album for uploading pictures related to your profile, pets, or services. Additionally, we may collect geolocation data to assist with providing location-based services such as matching you with nearby pet service providers. You can control access to these permissions through your device settings. Cookie Information: PetChat uses cookies and similar technologies to enhance user experience, personalize content, and analyze website traffic. Cookies are small text files stored on your device that contain unique identifiers. You can manage cookie preferences through your browser settings. Inferences: We may generate new information about you based on the data we collect. This could include inferring your preferences, interests, or demographic information to customize your experience on PetChat. Marketing and Communication Preferences: We may collect information about your preferences to receive marketing communications from us and your communication preferences. You can manage your preferences at any time through your account settings or by contacting us directly. Information We Collect from Third Parties: Social Media and Integrated Services Information: If you choose to connect your PetChat account with social media platforms or integrate with third-party services, we may collect information from these sources as permitted by your privacy settings on each platform. Service Providers and Affiliates: We may receive information from third-party service providers, affiliates, or partners who assist us in providing and improving our services. This could include data from identity verification services, background check providers, or data brokers. Sensitive Personal Information PetChat does not knowingly collect or process sensitive personal information unless explicitly provided by you and necessary for the provision of our services (e.g., health information about pets for medical care services). We handle such information with utmost care and in compliance with applicable laws. Your Choices and Control: You have the option to decline providing certain types of information or to manage data collection preferences through your browser or device settings. However, please note that opting out of necessary information may impact the availability or functionality of certain features within PetChat. 3.How We Use Your Information At PetChat, we leverage the information we collect to enhance your experience, ensure operational efficiency, and deliver personalized services. Below are the comprehensive ways in which we utilize your information: Providing and Enhancing Services: Account Management: We use your personal information to create and manage your account, enabling you to access and utilize PetChat's platform and services effectively. This includes verifying your identity, maintaining account security, and facilitating interactions between pet owners and service providers. Customer Support: Your information is used to provide customer support, respond to inquiries, troubleshoot issues, and address any concerns related to PetChat services. Transactional Purposes: Information such as payment details and transaction history is processed to facilitate bookings, manage payments, disburse earnings to service providers, and issue related documentation like invoices and tax statements. Service Improvement: We analyze user interactions and feedback to improve our platform's functionality, user interface, and overall service quality. This includes identifying popular features, troubleshooting technical issues, and enhancing user experience based on usage patterns. Communications and Marketing: Direct Communication: We communicate with you via email, SMS, or other channels to provide important updates, service notifications, security alerts, and administrative messages related to your account and transactions. Marketing Initiatives: With your consent where required, we may send promotional offers, newsletters, surveys, and marketing communications about PetChat services, new features, and special promotions that may interest you. Personalization: Using collected data, including location and service preferences, we personalize your experience on PetChat. This includes recommending relevant services, tailoring content, and customizing advertisements to align with your interests. Legal and Security Compliance: Legal Obligations: We process your information to comply with legal obligations, enforce our Terms of Service, and respond to legal requests or regulatory authorities as required by applicable laws. Security and Fraud Prevention: Protecting our users and platform integrity is paramount. We use information to detect and prevent fraud, unauthorized access, and other illegal activities. This includes monitoring accounts for suspicious behavior and enhancing security measures. Research and Analytics: Analytics and Insights: We analyze aggregated data to understand user behavior, preferences, and trends. This information helps us optimize our services, evaluate the effectiveness of marketing campaigns, and make informed business decisions. Performance Measurement: Data analytics also assist in measuring platform performance, identifying areas for improvement, and enhancing operational efficiency across PetChat services. Integration and Third-Party Services: Integrated Services: We allow integration with third-party platforms and services to enhance user convenience. This includes logging in via affiliate sites and sharing relevant content related to your PetChat activities with your social network contacts. Other Uses: Legal Compliance and Dispute Resolution: Information may be used to resolve disputes, protect against potential litigation, and comply with legal obligations imposed by regulatory authorities. Additional Purposes: We may use information collected, including data from third-party sources, to contact you directly, personalize service offerings, prepopulate forms for convenience, and gain insights into user demographics for business planning and development. 4.Sharing of Information At PetChat, we are committed to protecting your privacy and ensuring the secure handling of your information. Here’s how we may share your data: Sharing with Service Providers: Pet Service Providers: We share necessary booking information with Pet Service Providers to facilitate pet care services when you make or accept a booking through PetChat. Service Providers: Third-party service providers, such as customer support services and IT providers, assist in delivering our services. They may have access to your information as necessary to perform their functions on our behalf. Legal Compliance and Protection: Legal Obligations: We may disclose your information in response to lawful requests by public authorities, including to meet national security or law enforcement requirements. Safety and Security: Your information may be shared to protect the safety, rights, property, or security of PetChat, our users, or the public. This includes detecting and preventing fraud, abuse, or security incidents. Corporate Transactions: Business Transfers: In the event of a merger, acquisition, or sale of assets, your information may be transferred or disclosed as part of the transaction. We will notify you of any change in ownership or use of your personal information and any choices you may have regarding your information. Affiliated Entities: Affiliates: We may share information with our affiliated companies and subsidiaries for operational purposes. This sharing helps us provide seamless services across our platforms and ensures consistency in user experience. Social Sharing and Third-Party Services: Social Sharing Features: Our platform may include social sharing tools that allow you to share content with your social networks. Your use of these features may result in the sharing of information about your activities on our platform. Third-Party Services: We may integrate with or link to third-party services, such as payment processors or analytics providers. Your interactions with these third-party services are governed by their respective privacy policies. Advertising and Analytics: Third-Party Analytics: PetChat may use third-party analytics and advertising services to analyze user behavior and preferences, personalize content, and serve relevant advertisements. These services may collect information about your interactions with our platform and other websites. International Transfers: Cross-Border Transfers: Your information may be transferred to and processed in countries other than your own, where our service providers are located. We take measures to ensure that your information is protected when transferred internationally. Information Security: Security Measures: We employ industry-standard security measures to protect your personal information against unauthorized access, disclosure, alteration, or destruction. However, no method of transmission over the Internet or electronic storage is entirely secure. Contact Us: Questions and Concerns: If you have questions, concerns, or requests regarding the sharing of your personal information, please contact us at customersupport@petchat.site. 5.Data Security At PetChat, we are committed to safeguarding your personal information. Here’s how we protect your data: Secure Transmission and Storage: Encryption: We use industry-standard encryption protocols to ensure secure transmission of your personal information between your device and our servers. This helps prevent unauthorized access to your data during transmission. Data Storage: Your information is stored securely on servers with restricted access in controlled facilities. We maintain strict physical, electronic, and procedural safeguards to protect your data against unauthorized access, alteration, disclosure, or destruction. Access Control and Authentication: Access Controls: Access to your personal information is restricted to authorized personnel who need access to perform their job functions, such as customer support or technical maintenance. Authentication: We implement strong authentication measures to verify the identity of users accessing our platform, ensuring that only authorized individuals can access sensitive information. Regular Monitoring and Testing: Monitoring: We continuously monitor our systems and networks for vulnerabilities and threats to promptly detect and respond to any potential security incidents. Testing: Regular security testing, including vulnerability assessments and penetration testing, helps us identify and address security weaknesses in our systems proactively. Employee Training and Awareness: Training Programs: Our employees undergo regular training on data protection principles and best practices to ensure they understand their responsibilities in handling your information securely. Awareness: We foster a culture of security awareness among our employees to promote vigilance and accountability in protecting user data. Compliance and Audits: Legal Compliance: We comply with applicable data protection laws and regulations governing the collection, use, and retention of personal information. Audits: Periodic audits of our data security practices and policies help ensure ongoing compliance with industry standards and regulatory requirements. Incident Response and Recovery: Response Plan: We have a comprehensive incident response plan in place to quickly address and mitigate any security incidents that may affect your data. Recovery Measures: In the event of a data breach or security incident, we take immediate action to contain the breach, assess the impact, and implement measures to prevent recurrence. Third-Party Services and Partnerships: Vendor Security: We select third-party service providers and partners who adhere to high standards of data security and privacy practices. Contracts with these parties include obligations to protect your information. User Responsibilities: Password Protection: We encourage users to choose strong, unique passwords and to avoid sharing their credentials with others to enhance account security. 6.Your Rights At PetChat, we are committed to respecting and protecting your rights regarding your personal information. Here’s how you can exercise your rights under applicable data protection laws: Access and Control: Access: You have the right to request access to the personal information we hold about you. Upon request, we will provide you with information about how we collect, use, and share your data. Correction: If you believe that any personal information we hold about you is inaccurate or incomplete, you can request correction of your data. Deletion: You can request deletion of your personal information under certain circumstances, such as when the data is no longer necessary for the purposes for which it was collected or processed. Data Portability: You have the right to receive a copy of your personal information in a structured, commonly used, and machine-readable format. You can also request that we transmit this data directly to another data controller, where technically feasible. Withdraw Consent: If we rely on your consent to process your personal information, you have the right to withdraw that consent at any time. This applies to cases where consent is the legal basis for processing. Objection: You can object to the processing of your personal information if it is based on our legitimate interests. We will cease processing your data unless we demonstrate compelling legitimate grounds for the processing that override your interests, rights, and freedoms, or for the establishment, exercise, or defense of legal claims. Restriction of Processing: You have the right to request restriction of processing of your personal information under certain circumstances. This includes situations where you contest the accuracy of your data, or where you have objected to processing pending the verification of whether our legitimate grounds override yours. Complaints: If you believe that your data protection rights have been violated or if you have concerns about how we handle your personal information, you have the right to lodge a complaint with a supervisory authority responsible for data protection in your country or region. How to Exercise Your Rights: To exercise your rights regarding your personal information held by PetChat, please contact our Data Protection Officer using the contact details provided at the end of this document or through our official communication channels. We will respond to your request within the timeframes mandated by applicable law. Identity Verification: For security reasons, we may request additional information from you to verify your identity before processing your request to exercise your rights. This is to ensure that your personal information is protected and accessed only by authorized individuals. Additional Information: We may update this section periodically to reflect changes in our practices or regulatory requirements. Any updates will be posted on our website or communicated to you through appropriate channels. 7.Children's Privacy: PetChat's services are intended for users who are at least 18 years old. We do not knowingly collect personal information from individuals under the age of 18. If you are a parent or guardian and believe we may have inadvertently collected personal information from your child, please contact us immediately so we can take appropriate steps to remove such information from our records. If we become aware that a child under the age of 18 has provided us with personal information, we will promptly delete that information from our records. 8.Information Retention: We retain your personal information only for as long as necessary to fulfill the purposes outlined in this Privacy Statement, unless a longer retention period is required or permitted by law. This may include retaining your information to comply with our legal obligations, resolve disputes, enforce our agreements, and as otherwise reasonably necessary for our business operations. When determining the appropriate retention period for personal information, we consider the amount, nature, and sensitivity of the information, the potential risk of harm from unauthorized use or disclosure of your information, the purposes for which we process your information, and whether we can achieve those purposes through other means, as well as applicable legal requirements. Upon expiry of the applicable retention period, we will securely delete or anonymize your personal information in a manner designed to ensure that it cannot be reconstructed or read. If you have any questions about our data retention practices, please contact us using the details provided in the "Contact Information" section below. 9.User Responsibilities: Users of PetChat are responsible for maintaining the accuracy, security, and confidentiality of their account information. This includes ensuring that all provided information is current and correct. Users should take precautions to protect their account credentials, such as choosing strong passwords and not sharing them with others. It is important for users to promptly notify PetChat if they suspect or become aware of any unauthorized use of their account or security breaches. This helps us take appropriate action to safeguard their personal information and maintain the integrity of our platform. 10.Data Breach Notification: At PetChat, we have robust procedures in place to detect, investigate, and respond to data breaches that may compromise the security of users' personal information. If a data breach occurs, we will promptly assess the situation to determine the scope and impact of the breach. Notification Process: Direct Notification: We will notify affected users directly via email or through our platform's messaging system. This notification will include details about the nature of the breach, the types of personal information compromised, and the steps we are taking to mitigate the situation. Public Announcement: In certain circumstances, we may provide a public announcement or update on our website or through media channels to inform all users about the breach. User Guidance: Actions for Users: We will provide clear guidance on the steps users should take in response to the breach, such as changing passwords, reviewing account activity for unauthorized transactions, and monitoring for potential identity theft. Continuous Improvement: Learnings and Improvements: Following any data breach incident, we conduct a thorough review to understand how it occurred and implement measures to prevent similar incidents in the future. This may include enhancing our security protocols, updating our policies, and providing additional training to our staff. Protecting our users' personal information is a top priority at PetChat, and we are committed to maintaining transparency and accountability in our data protection practices. If you have any questions or concerns about our approach to data breaches, please do not hesitate to contact our Data Protection Officer or privacy team using the details provided in our "Contact Information" section. 11.Cookies and Tracking Technologies: PetChat and its partners use cookies and similar tracking technologies to provide and improve our services, personalize your experience, analyze usage, and deliver relevant advertisements on our platform and third-party sites. This section explains what these technologies are and why we use them. What are Cookies and Similar Technologies? Cookies are small data files stored on your device (computer or mobile device) that help us understand and improve how you interact with our services. Other tracking technologies include web beacons, pixels, and tags, which are used for similar purposes. Why Do We Use Cookies? We use different types of cookies for various purposes, including: Types of Cookies: oEssential Cookies: These cookies are necessary for the operation of our website and app. They enable core functionalities such as security, network management, and accessibility. oAnalytics Cookies: We use these cookies to gather information about how users interact with our platform. This helps us analyze and improve the performance of our services, such as understanding which pages are visited most frequently or identifying and resolving errors. oFunctionality Cookies: These cookies allow us to remember choices you make and provide enhanced, more personalized features. For example, they may remember your language preferences or user settings. oAdvertising Cookies: These cookies are used to deliver advertisements that are relevant to your interests. They may be used by advertising partners to build a profile of your interests and show you relevant ads on other sites. Web Beacons and Similar Technologies: oWe may also use web beacons (also known as clear gifs or pixel tags) and other similar technologies that allow us to track user actions on our website and app. These technologies help us measure the effectiveness of our marketing campaigns and understand user behavior. Managing Cookie Preferences: oCookie Consent: By using our mobile application or other applications such as web application, you consent to the use of cookies and similar technologies as described in this statement. You can manage your cookie preferences through Cookie Settings or browser settings. Please note that disabling certain cookies may impact your experience and functionality of the site. Opting Out: oYou can opt out of personalized advertising by adjusting your preferences in our Cookie Settings or by visiting the opt-out pages of our advertising partners. Please refer to our Cookie Policy for detailed instructions on how to manage cookies and tracking technologies. Agreement to Use Cookies By continuing to use our app or website, you agree to our use of cookies and tracking technologies outlined above. For questions or concerns regarding our use of cookies, please contact us using the details provided in the "Contact Information" section below. Third-Party Cookies Third-party cookies may be placed on your device by our partners to provide their services, including advertising networks and web traffic analysis. These cookies may gather information about your online activities across different websites over time. By continuing to use our app or website, you agree to our use of cookies and tracking technologies as described above. If you have any questions or concerns about our use of cookies, please contact us using the details provided in the "Contact Information" section below. 12.Changes to This Privacy Statement: PetChat may update this Privacy Statement periodically to reflect changes in legal requirements, our business practices, or feedback from users. We will notify you of any material changes by posting the updated Privacy Statement on our website or app and updating the "effective date" at the top of the statement. We may also notify you through email or app notifications, depending on the significance of the changes. Please review this Privacy Statement regularly to stay informed about how we are protecting your information. 13.Contact Information: For general inquiries and support regarding your personal information, please email us at customersupport@petchat.site