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Privacy Policy

Effective Date: 10/09/26
Last Updated: 10/09/26

Paw Partners is committed to protecting your privacy and handling your personal information responsibly, transparently, and securely.

This Privacy Policy explains how Paw Partners, and where applicable its holding company, Richard Reid Enterprises (IOM) Limited, collect, use, store, share, and protect personal information when you use our website, mobile application (“App”), booking tools, email, WhatsApp, telephone services, and other digital channels (collectively, the “Services”).

This policy complies with applicable data-protection laws, including the Isle of Man Data Protection Act 2018, the UK General Data Protection Regulation (“UK GDPR”) where applicable, and other applicable privacy laws.

  1. Who We Are

Paw Partners is a pet service provider operating in South Africa. We provide pet-related services, booking facilities, customer communications, and related support through our website, App, email, WhatsApp, telephone, and other authorised digital channels.

Paw Partners forms part of the group of companies of:

Richard Reid Enterprises (IOM) Limited
18 Bowling Green Road
Castletown
Isle of Man
IM9 1EB

Richard Reid Enterprises (IOM) Limited may provide administrative, technology, management, finance, customer support, compliance, or other operational services to Paw Partners. Where this involves personal information, it will process that information only where necessary and subject to appropriate confidentiality, security, and data-protection safeguards.

For applicable data-protection law, Richard Reid Enterprises (IOM) Limited is the data controller for your personal information, unless we tell you otherwise.

Contact Details

  • Email: hello@pawpartners.co.za
  • Phone / WhatsApp: 066 423 2422
  • Postal Address: 13 Cherry Street, Newlands, Cape Town, South Africa 7700
  1. Our Privacy Contact

If you have questions about this Privacy Policy, wish to exercise your privacy rights, or have a concern about how we use your personal information, please contact:

Privacy Contact: [Insert name]
Email: [Insert privacy contact email address]
Telephone: [Insert telephone number]

You may also contact us at hello@pawpartners.co.za.

  1. Definitions

In this Privacy Policy:

  • “Personal information” means information that identifies, relates to, describes, or could reasonably be linked to an identifiable individual.
  • “Processing” means any activity involving personal information, including collecting, recording, storing, using, sharing, updating, deleting, or destroying it.
  • “App” means the Paw Partners mobile application and its associated features, account services, booking tools, messaging functionality, notifications, and content.
  • “Data controller” means the person or organisation that determines the purposes and means of processing personal information.
  1. Personal Information We Collect

The personal information we collect depends on how you use our Services. It may include:

Information You Provide

  • Full name;
  • Email address;
  • Telephone number and WhatsApp number;
  • Physical, billing, or service address;
  • Account, profile, and login details;
  • Booking, appointment, cancellation, payment, and refund information;
  • Service preferences and communication preferences;
  • Pet information, such as your pet’s name, breed, age, behaviour, dietary requirements, medication, health or care requirements, veterinary details, emergency contacts, and other service-related information;
  • Messages, enquiries, customer-support communications, reviews, feedback, and other content you send to us;
  • Information you submit through forms, surveys, promotions, or social-media interactions; and
  • Payment-related information.

Payment Information

Third-party payment providers may process payments. Unless expressly stated otherwise, Paw Partners does not store complete debit- or credit-card details. Our payment service providers process payment information under their own privacy policies, terms, and security procedures.

Payment provider(s): [Insert payment provider name(s), if applicable.]

Information Collected Automatically

When you visit our website or use the App, we may automatically collect:

  • IP address;
  • Device type and device identifiers;
  • Operating system and App version;
  • Browser type;
  • Website pages, App features, or content accessed;
  • Usage and interaction data;
  • Date, time, and duration of access;
  • Diagnostic, performance, and crash-report information; and
  • Information collected through cookies, software development kits (“SDKs”), analytics tools, and similar technologies.

Location Information

The App may collect location information only where you grant the relevant permission and where location is needed for a feature or service, such as address verification, location-based service delivery, or booking-related functionality.

You can manage location permissions through your device settings.

  1. Pet Care, Health, and Emergency Information

We may collect pet-related information, including medication, dietary, behavioural, health, veterinary, emergency-contact, and special-care information where reasonably necessary to provide safe, suitable, and personalised pet-related services.

You are responsible for ensuring that the information you provide about your pet is accurate, complete, and up to date.

Where reasonably necessary to protect the health, safety, or welfare of your pet, we may use the contact details, emergency-contact information, and veterinary details you provide to contact you, your nominated emergency contact, or your pet’s veterinarian.

Additional terms relating to veterinary treatment, emergency costs, authorisations, and liability may be included in our booking or service terms and conditions.

  1. How We Collect Your Information

We collect personal information when you:

  • Visit or use our website;
  • Download, install, access, or use our App;
  • Create an account or profile;
  • Make a booking, enquiry, payment, cancellation, or refund request;
  • Communicate with us by email, telephone, WhatsApp, social media, or another authorised channel;
  • Subscribe to newsletters, marketing communications, reminders, or notifications;
  • Upload photographs, documents, or other content;
  • Submit feedback, reviews, surveys, or complaints; or
  • Otherwise engage with our Services.

We may also receive personal information from trusted service providers, payment providers, booking platforms, technology providers, or other third parties when necessary to provide our Services or permitted by law.

  1. Our Legal Basis for Using Your Information

We process personal information only where we have a lawful basis. Depending on the circumstances, this may include:

  • Consent: where you have given us clear permission to process your personal information;
  • Contract: where processing is necessary to enter into or perform a contract with you, including managing bookings and providing requested services;
  • Legal obligation: where processing is required to comply with legal, tax, accounting, insurance, regulatory, or record-keeping obligations;
  • Legitimate interests: where processing is necessary for our legitimate business interests or those of a third party, provided that your rights and freedoms do not override those interests. This may include improving our Services, managing our operations, securing our systems, preventing fraud, and protecting the health and safety of pets; and
  • Vital interests: where necessary to protect the life, health, safety, or welfare of a person or pet in an emergency.
  1. How We Use Your Information

We may use your personal information to:

  • Create, administer, and secure your account;
  • Process bookings, appointments, payments, cancellations, refunds, and service requests;
  • Provide requested pet-related services;
  • Communicate with you about bookings, confirmations, reminders, changes, payments, support requests, and service updates;
  • Personalise services based on you and your pet’s preferences, requirements, or care information;
  • Send App push notifications where you have enabled them;
  • Maintain, improve, test, troubleshoot, and secure our website, App, and other Services;
  • Analyse website and App usage, customer trends, performance, and technical issues;
  • Detect, investigate, and prevent fraud, misuse, unauthorised access, and security incidents;
  • Manage our business, records, finance, insurance, legal obligations, and audits;
  • Establish, exercise, or defend legal claims; and
  • Send marketing communications where permitted by law and in line with your preferences.
  1. Marketing Communications

We may send you communications about Paw Partners’ services, offers, promotions, updates, and events where you have consented or where otherwise permitted by applicable law.

You can opt out of marketing communications at any time by:

  • Clicking the unsubscribe link in an email;
  • Replying “STOP” to an applicable SMS or WhatsApp marketing message;
  • Adjusting your communication preferences in the App, where available; or
  • Contacting us at hello@pawpartners.co.za.

Opting out of marketing communications will not prevent us from sending essential service messages, including booking confirmations, appointment reminders, payment notices, security alerts, or important changes to our Services.

  1. Mobile App, Permissions, and Push Notifications

When you use our App, we may automatically collect technical and usage information, including your device type, operating system, App version, IP address, device identifiers, interaction data, and diagnostic or crash-report data.

The App may request your permission to access device features, including:

  • Notifications: for booking confirmations, appointment reminders, service updates, promotions, and other relevant communications;
  • Camera and photo library: where you choose to upload photographs, pet images, documents, or other content; and
  • Location: where necessary for location-based features, address verification, service delivery, or related App functionality.

You can grant, refuse, or withdraw these permissions through your device settings. Please note that disabling certain permissions may limit some App features.

  1. Cookies, Analytics, SDKs, and Similar Technologies

Our website and App may use cookies, SDKs, analytics tools, and similar technologies to:

  • Remember preferences and maintain website or App functionality;
  • Understand how visitors and users interact with our Services;
  • Analyse performance and identify technical issues;
  • Improve the content, functionality, usability, and security of our Services; and
  • Measure the effectiveness of our communications and marketing activities.

We may use third-party analytics, performance, advertising, or security providers, including:

[Insert applicable providers, such as Google Analytics, Firebase, Meta, Sentry, Hotjar, or others.]

These providers may collect technical, usage, device, and interaction information under their own privacy policies.

You can manage cookies through your browser settings and may manage App permissions or tracking preferences through your device settings. Where required by law, we will ask for your consent before using non-essential cookies or similar tracking technologies.

  1. How We Share Personal Information

We do not sell your personal information.

We may share personal information where reasonably necessary with:

  • Richard Reid Enterprises (IOM) Limited and other group companies, where they provide administrative, financial, management, technology, customer-support, compliance, or operational services;
  • Booking, scheduling, customer-relationship-management, and communication service providers;
  • Website and App hosting providers, cloud-storage providers, technical-support providers, software developers, and cybersecurity providers;
  • Payment processors;
  • Email, SMS, WhatsApp, push-notification, and customer-communication providers;
  • Analytics, advertising, performance-monitoring, and security providers;
  • Professional advisers, including accountants, auditors, banks, insurers, legal advisers, and consultants;
  • Service providers, contractors, or partners involved in delivering requested pet-related services, where applicable;
  • Veterinary professionals, emergency contacts, or emergency service providers where necessary for the health, safety, or welfare of a pet; and
  • Government bodies, regulators, law-enforcement agencies, courts, or other parties where required by law or necessary to establish, exercise, or defend legal claims.

Where third parties process personal information on our behalf, we require them to process it only for authorised purposes and to implement appropriate confidentiality, security, and data-protection safeguards.

  1. International Transfers

Paw Partners operates in South Africa, and its holding company, Richard Reid Enterprises (IOM) Limited, is based in the Isle of Man.

Your personal information may therefore be accessed, stored, or processed outside the country in which it was originally collected, including in the Isle of Man and in countries where our hosting, cloud-storage, payment, communication, analytics, or technology service providers operate.

Where we transfer personal information internationally, we will take appropriate steps to ensure it is protected in accordance with applicable data-protection law. These safeguards may include contractual protections, data-processing agreements, security measures, and transfers to jurisdictions recognised as providing an adequate level of data protection.

  1. Data Retention

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including to:

  • Provide and manage our Services;
  • Maintain account, booking, and customer-service records;
  • Process payments and refunds;
  • Meet legal, tax, accounting, insurance, and regulatory obligations;
  • Resolve disputes;
  • Enforce our agreements; and
  • Protect our legal rights and business interests.

Retention periods vary depending on the nature of the information and the purpose for which we process it.

When we no longer need personal information, we will securely delete, destroy, anonymise, or de-identify it, unless we are legally required or permitted to retain it longer.

  1. Account Deletion

If you create an account through our website or App, you may request deletion of your account and associated personal information by:

  • Using the “Delete Account” option in the App or website, where available; or
  • Contacting us at hello@pawpartners.co.za.

We may need to verify your identity before processing your request.

Deletion of your account may not result in the immediate deletion of all information. We may retain limited information where necessary for legal, tax, accounting, insurance, security, fraud-prevention, dispute-resolution, or record-keeping purposes.

  1. Your Privacy Rights

Subject to applicable law, you may have the right to:

  • Request confirmation of whether we process your personal information;
  • Request access to personal information we hold about you;
  • Request correction, completion, or updating of inaccurate or incomplete personal information;
  • Request deletion of your personal information in certain circumstances;
  • Object to certain processing of your personal information;
  • Withdraw consent where processing is based on consent;
  • Ask us to restrict processing in certain circumstances;
  • Request a copy of certain personal information in a portable format, where applicable;
  • Object to direct marketing communications; and
  • Lodge a complaint with the relevant data-protection authority.

To exercise your rights, please get in touch with our Privacy Contact using the details in Section 2. We may need to verify your identity before responding to a request.

  1. Automated Processing

We may use automated tools to assist with operational functions, such as booking management, appointment reminders, customer-support workflows, service recommendations, performance monitoring, and fraud prevention.

We do not make decisions based solely on automated processing that produce legal or similarly significant effects on you without appropriate safeguards and, where required, meaningful human involvement.

  1. External Links and Third-Party Services

Our website and App may contain links to third-party websites, social-media platforms, payment providers, booking systems, App stores, and other external services.

We are not responsible for third parties’ content, security, or privacy practices. We encourage you to review the privacy policies of any third-party service before providing it with personal information.

  1. Children’s Privacy

Our Services are not intended for individuals under 18 without the involvement and consent of a parent or legal guardian.

We do not knowingly collect personal information from children without appropriate parental or guardian consent. If you believe that a child has provided personal information to us without such consent, please get in touch with us so that we can take appropriate action.

  1. Security

We use reasonable technical, organisational, and administrative measures designed to protect personal information against loss, unauthorised access, misuse, alteration, disclosure, or destruction.

Our measures may include secure storage, restricted access controls, password protection, encryption where appropriate, backups, system monitoring, security updates, and confidentiality obligations for employees and service providers.

However, no website, App, electronic communication, or internet transmission is completely secure. You should take reasonable steps to protect your account credentials, password, and devices.

  1. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our Services, App, website, business practices, or legal obligations.

We will publish any updated version on our website and, where appropriate, make it available through the App. The Last Updated date at the top of this Privacy Policy indicates when it was most recently revised.

  1. Contact Us and Complaints

For questions, concerns, requests, or complaints relating to this Privacy Policy or our processing of personal information, please contact:

Paw Partners
Email: hello@pawpartners.co.za
Phone / WhatsApp: 066 423 2422

Privacy Contact:
Name: Richard Reid
Email: info@pinnaclewellbeingservices.com
Telephone: +444(0)207 060 4365

If you are dissatisfied with our response, you may have the right to lodge a complaint with the relevant data protection authority.

Information Commissioner’s Office (ICO)
Website: https://ico.org.uk/make-a-complaint/
Telephone: 0303 123 1113
Address: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF, United Kingdom