Petcation Privacy Policy

Last Updated in April 2024

Introduction

This Privacy Policy describes how Atsata Co., Ltd (659/76 Soi. Sathupradit 53, Sathupradit Rd., Yannawa Bangpongpang Bangkok 10120) ("Petcation," "we," "us," "our") collects, uses, and shares information about you when you visit and interact on our website (mobile and desktop) (collectively, "Site") or other means connected to the Sites (such as contacting our customer service team via chat or email). Below is a summary of our privacy practices. Our full Privacy Policy is available below, or you can click the links on any of the points detailed in the summary table for further details.

1. Information We Collect

We collect information about you that you provide to us when using the Site, such as you or guest name, address, phone number, credit card details, e-mail address, Pets Supplier name, Pets location and/or length of stay, and your Petcation account password for your Service reservations. In addition for service reservations, we may also collect your name, date of birth, gender, nationality, information about additional services purchased, such as extra special services, upgrades etc). and information on loyalty or similar programs in place with your pets supplier.

By visiting our Site, we may also automatically collect certain usage information, such as your IP address, geographic data, country, search preferences related to specific searches, browser, and information about your device's operating system, application version, language settings, and pages that have been shown to you.

If you decide to book service or other activities through our Site, depending on the type of service activity, there may be limited additional information that we may collect from you, including your name, date of birth, pick-up location, your preferred service/activity language, and information about any special requirements that we need to consider in connection with your participation in the respective service/activity.

If you need to get in touch with our customer support team, or reach out to us through other means (such as through social media, or messaging apps, or communicating with Pets supplier through us), we will collect the information you may choose to provide through such contact.

Where you submit reviews regarding your services available on our website through us, we will collect information from you included in your reviews, including your first name and country of residenceYou can decide to participate in our referral programs or other promotions, and doing this will also mean providing us with personal data. In addition to that, you can provide us with feedback or ask for help with using the Sites or our various communications platforms.

Where you are making a booking (related to an accomodation, services, activities, such as book services or other service activity, or other available service, together "Service")  with other guests whose details you provide to us as part of your reservation, or if you make a booking on behalf of someone else, it is your responsibility to ensure that the person or people you have provided personal data about are aware that you have done so, and have understood and accepted how Petcation uses their information (as described in this Privacy Policy).

Pets suppliers may share information about you with us too – this may happen if you have questions about your pending booking or if disputes arise regarding your service booking.

The Petcation Program (Thailand)

If you are making a reservation through the Petcation Program, then as part of processing your service reservation(s) and to facilitate the eligibility requirements for the Program - we may collect, store, process and disclose additional personal information of yours consisting of the last digits of your Thai citizen ID card and the telephone number you have used to register for the Program. Such personal data is required to process both the travel reservation(s) and to meet the eligibility requirements imposed by the Thai government. Your personal data may be disclosed where strictly required to Third Parties (including the relevant Thai government bodies and indicated partners such as local banking partners and others). Your personal data will be retained by Petcation for the duration outlined in this Privacy Policy.

Where required by law, we rely on the following legal bases to process personal data:

• Necessity to Perform Contract with You - we need to process your information in order to provide our reservation services to you, answer questions and requests from you, and provide customer support;
• Our Legitimate Interests - we process your information for security and safety; debt recovery purposes; to detect and prevent fraud; to protect and defend the rights or property of others, or our own rights and interests; to analyze, improve, customize and provide our reservation travel and related services to you or communicate with you as necessary to provide you with the requested services; and to respond to domestic and foreign law enforcement requests, court orders, and legal process;
• Compliance with Legal Obligations - we need to process your information to comply with relevant laws and regulatory requirements;
• Consent for Special Categories of Personal Data and marketing communications - we rely on your consent to collect sensitive personal data and send marketing communications. You can unsubscribe from marketing communications at any time by following the instructions set out in this Privacy Policy (see Section 7); and
• Protect Vital Interest - we may need to process your information in case of an emergency involving an individual's life or health.

2. How We Use the Information We Collect

We may use information collected through the Site to:

• Provide you with the requested services, such as creating a user account, processing and confirming your reservation, and communicating with you about services requested (e.g., pre-reservation or post booking customer support via various channels, like our Site, email, phone, social messaging apps(e.g. Whatsapp, Line, Kakao, Wechat etc), deal with special request, cancellations, rewards
• Send you marketing communications about products, services, news, offers and promotions that may be relevant to you. The section about "Marketing channels and Opting-out of Marketing" explains more about the marketing channels we may use to communicate with you and how you can opt-out - you always have a right to say no
• Conduct surveys or provide you with information about our services on our Site or on other websites you may visit
• Maintain and improve the Site, tailor the user experience (including indicating/providing advertisements about products and services of Petcation or third parties that may be relevant to users or that users may be interested in), and for internal training
• Protect the security of you and the Site
• Exercising a right or obligation conferred or imposed by law, including responding to request and legal demands

When you make a reservation on one of our business partners’ websites or apps, we may also receive certain information such as your name and reservation information, including the service reserved, in order to process your reservation and identify which channel your reservation has originated from.

During calls with our customer support team, live listening may be done or calls may be recorded for quality and reference purposes which includes the usage of the recordings for the handling of claims, training and fraud detection purposes. If you would prefer that your call was not recorded, you can opt out by stating this, or by hanging up. Call recordings are kept for a limited amount of time and automatically deleted thereafter, unless Petcation has a legitimate interest to keep such recording for a longer period, including for fraud investigation and legal purposes.

Please note that the confirmation emails and text messages sent after your booking are not marketing messages. These messages are part of your service reservation process.

Customer support on social messaging apps (e.g. Whatsapp, Line, Kakao, WeChat etc)

We may maintain social media accounts (beware of fake accounts !) and we may integrate with available social media services (e.g. social media messaging apps such Whatsapp, Line, Kakao, WeChat etc) for you to communicate with us about your reservations, our services. Whenever you connect with us through these apps, you may direct your social media provider to send us information about you such as your username, phone number, or other profile information, as controlled by your provider or as authorized by you via your privacy settings. Your social media provider will generally inform you about which information will be shared, so please carefully read their privacy and cookie policies ahead.

We discourage you from providing sensitive personal data (including credit card number, see more in Section 1) on any of our customer support channels. If you choose to disclose, Petcation accepts your explicit consent to use that information as described in this Privacy Policy.

3. Mobile Devices

With your consent, we may send you push notifications with information about your reservation, guest reviews, potential future stays, or as part of any Petcation programs that you participate in, including coupons. You may grant us access to your location information or contact details in order to provide services requested by you. When you upload a picture from your mobile device, your picture may also be tagged with your location information. Please read the instructions of your mobile device to understand how to change the settings and enable the sharing of such information or the receipt of (or opt out of receiving) push notifications (including Software Development Kit ("SDK") and push token data). Different device operating systems may have different default settings, so please familiarize yourself with such settings governing push notifications.

4. Sharing Your Information

In connection with your visit to our Site and use of our services, we may share your information as follows:

• Third Party Service Providers who provide data processing services to us (for example web hosting), or who otherwise process personal data for purposes such as credit card and payment processing, business analytics, customer service, marketing, or distribution of surveys, to facilitate the delivery of online services and advertising tailored to your interests, and/or fraud prevention (which includes the use of Google reCAPTCHA subject to the Privacy Policy and Terms of Use). We may share on-way hashed information with third-party partners who may combine hashed information with other identifiers to facilitate the delivery of business analytics on advertising effectiveness. Our third party service providers will only process information as needed to perform their functions. They are not permitted to share or use the information for any other purpose.
• Business Partners with whom we may jointly offer products or services, or whose products or services may be offered on our Sites. You can tell when a third-party business partner is involved in a product or service you have requested because their name will appear, either alone or with ours. If you choose to access these optional services, we will on occasion share your personal data with those partners. Examples of business partners would be (i) a third-party loyalty program that you will earn points for, through a booking, or (ii) a third-party service or activity provider that we share information with in connection with services/activities you book through our Site.
• Our Affiliated Group Companies - our affiliated (group) companies who have access to this information with our permission and who need to know or have access to this information in order to: perform the service requested by you (including to make, administer, and manage Travel reservations or handle payments, "single sign-on", and customer service);  analyze how you use our independent and affiliated platforms, improve and provide new and personalized offers, products and services, and marketing; detect, prevent, and investigate fraudulent transactions and/or activities, other illegal activities, and data breaches; internal (audit/compliance) investigations; or as otherwise required or permitted by applicable law.
• Where Required or Permitted by Law - such as to protect ourselves against liability, to respond to subpoenas, judicial processes, legitimate requests, warrants or equivalent by law enforcement officials or authorities, to investigate fraud or other wrongdoing or as otherwise required or necessary in order to comply with applicable law, protect our legitimate interests or to the purchasers in connection with any sale, assignment, or other transfer of all or a part of our business or company. We may also, in compliance with applicable law, disclose your information to enforce or apply the terms and conditions applicable to our services or to protect the rights, property, or safety of Petcation, our users, or others.
• Business Reorganization - such as part of any sale, assignment or other transfer of our business, or transition of service to another provider. We will ask for your consent if required by applicable law.

We provide appropriate protections for such sharing as required by applicable law to prohibit third parties from using your information for their own purposes, and to address the security and confidentiality of your information. Except as disclosed in this Privacy Policy or as required or permitted by applicable law, we will not disclose your information to third parties without your consent.

5. Cookies

Our Site may use and allow third parties to place cookies (session and persistent), pixels/tags, SDKs, application program interfaces ("APIs"), and other technologies (collectively, "Cookies") on our Site that may collect and store certain information about you. Some of these Cookies are necessary to provide, secure, and maintain the basic functions of the Site, such as to keep you logged in while your visit our Site (“Functional Cookies”), while other Cookies are used to provide you with a better user experience, such as:

• To personalize the Site by remembering information about your activities on the Site (e.g., the language you selected or your log-in details). We may also use Cookies together with other automatically collected usage information to recognize a user across different devices, sessions or browsers (including when they have not logged-in) so as to deliver tailored information;
• Perform non-essential website analytics, such as impression reporting, demographic reporting and interest reporting. This may include the recording of mouse clicks, movements, page scrolling and restricted text entered into our Site forms through selected third parties but we will take sufficient precautions to ensure that personal data will not be collected during such recordings e.g. through the adoption of irreversible masking. Website analytics is used to improve our Site and services; and
• To provide you advertising tailored to your interest (collectively, “Non-Functional Cookies”).

Our use of Functional Cookies and Non-Functional Cookies is subject to geographic implementation as detailed below.

Interest Based Advertising

We may allow certain third parties to place Non-Functional Cookies on our Site to collect information about your online activities on our Site (e.g., pages visited on the Site and searches you performed) and over time and across different websites you may visit. This information is used to provide advertising tailored to your interests from us (via email, on our Site, and on other websites) and by third parties on other websites you may visit, also known as interest based advertising, and to analyze the effectiveness of such interest based advertising. We may also share one-way hashed information with third party partners (e.g., Facebook) who may combine hashed information with other identifiers in order to serve custom Petcation advertisements on other websites or mobile apps based on your prior visits to the Site. Petcation neither supports nor endorses the goals, causes, or statements of any websites or mobile apps that display our advertisements.

Cross-Device Tracking

We may also combine information collected through Non-Functional Cookies and certain usage information from a particular browser or mobile device with another computer or device that may be linked to you (cross-device tracking) to optimize our services and provide tailored Petcation communications and advertisements to you. If you do not want Petcation to combine such information for its optimization of communications to you please unsubscribe from the Petcation communications i.e. the newsletter.

Your Choices

Please review your Internet browser settings, typically under the sections "Help" or "Internet Options," to exercise choices you have for certain Functional Cookies and Non-Functional Cookies. If you disable or delete certain Functional Cookies or Non-Functional Cookies in your Internet browser settings, you might not be able to access or use important functions or features of this Site, and you may be required to re-enter your log-in details.

Please also visit the following third parties' websites to exercise certain opt-out choices over Cookies and other use of your data by these parties:

• Google Analytics - https://tools.google.com/dlpage/gaoptout?hl=en
• Apple - https://support.apple.com/en-us/HT202074
• Facebook - https://www.facebook.com/ads/settings
• Google Ads - https://adssettings.google.com/

By exercising such choices regarding interest-based advertising, you may still receive advertisements, but the network from which you opted out will no longer deliver ads tailored to your interests. You should also know that logging out of your user account does not actually mean that you opt out of personalized advertisements.

You may need to make such choices on each browser and device you may use to exercise choice regarding certain Functional Cookies and Non-Functional Cookies. Lastly, at this time the Site is not configured to honor browsers' "Do Not Track" signals, except where required by applicable law.

6. Marketing Channels and Opting Out of Marketing Communications from Us

Subject to your choices, the marketing channels we may use to communicate with your email, SMS, mobile messaging apps (e.g., WhatsApp, Line, Messenger), push notifications when you have installed the Petcation sites on your device and interest based advertising delivered through social media platforms (e.g., Facebook). The marketing channels we use to communicate with you will depend on your choices such as the communication platforms you use and, where applicable, if you have opted to join an Petcation group for that channel. Our ability to communicate with you through one of these marketing channels may also depend on the settings you have in place for the channel.

You can opt out of receiving marketing communications from us at any time by using the "Unsubscribe" link or opt out mechanism in our marketing communication channels or through your Petcation account (depending on the channel you are trying to opt-out from).

7. Information from Other Partners

On occasion, affiliated entities, business partners, or other third party providers may share information with us. One example is if you access or sign in to our Site through social media, such as Facebook Connect, we may collect information from you such as your username, and other information made available to us via such services, or – another example – your credit card issuer might, via Visa or Mastercard, provide us with your new card details, when the card we have on file is replaced. In general, your ability to provide such information is through the service provider themselves and you can change those settings in your account settings of the relevant service provider. In general, we may work with our partners to improve and personalize your use of our website in accordance with this policy. We encourage you to carefully review the privacy and cookie policies of any third party services you access.

8. Protecting Your Information

We maintain reasonable physical, electronic, and organizational security measures to protect your information against accidental or unlawful destruction or accidental loss, alteration, or unauthorized disclosure or access. We use Secure Socket Layer technology to encrypt credit card information during transit. Through your personal account, you also have the ability to save credit card details for faster future bookings and payments. Your card details are encrypted and you can always log in to your personal account to delete, edit, or add certain credit card details. For security reasons, the number cannot be edited (but the card details can be deleted). When viewing card details, only the last 4 digits of the number will be visible. Please note that we will store the last 4 digits of your credit card securely upon any booking made (this is required to manage any refund requests for that booking).

Data Retention

We will retain your personal data, including Sensitive Personal Data, for as long as necessary to provide and secure our Sites and services, and to exercise our legal rights, protect our or other’s interests, and comply with our legal or regulatory obligations. We decide how long we need information on a case-by-case basis. When Petcation no longer needs to use your information, we will – unless we need to keep your information to comply with applicable legal or regulatory obligations or the information is required to carry out corporate tasks and conduct our business – remove it from our systems and records where feasible, and/or deactivate it or take other reasonable steps to properly anonymize it so that you can no longer be identified from it.

9.Exercising your Data Subject Rights

You can easily correct your account name, the booking holder name (subject to the cancellation policy attached to the booking) and contact number at any time by signing in to your account on the website. Alternatively, please contact us via our Customer Support page or at xx@xx.com to exercise any of the following rights:

• Access: You are entitled at any time to obtain information about your personal data that we store, in accordance with applicable law and without any fee. However, in exceptional cases we ask you to pay reasonable fees before we provide the information if permitted by applicable law.
• Rectification: You may request that we rectify any of your personal data that is incomplete or incorrect.
• Deletion: You may request that we delete your account.
• Restrictions of Processing: You may ask us to cease processing of your personal data for example if you have objected to the processing and the existence of legitimate grounds is still under consideration.
• Objection: You may object, at any time, to your personal data  being processed for direct marketing purposes.
• Right to Revoke Consent: You have the right to withdraw your consent at any time, without affecting the lawfulness of our processing based on such consent before it was withdrawn.
• Data Portability: If applicable, you may request us to send you your personal data which we store, in a commonly used and machine readable format which shall be decided at our sole discretion.
• Sensitive data processing: Some jurisdictions may allow opt-out or limit the processing of sensitive personal data to perform services that users reasonably expected.  

To protect your privacy and security, we will verify your identity before responding to such a request, and your request will be answered within a reasonable timeframe. We may not be able to allow you to access certain personal data in some cases e.g. if your personal data is connected with personal data of other persons, or for legal reasons. In such cases, we will provide you with an explanation why you cannot obtain this information. We may also deny your request for deletion or rectification of your personal data if you have future/ongoing service with us or due to statutory provisions, especially those affecting our accounting processes, processing of claims, for fraud detection or prevention purposes, and mandatory data retention, which may prohibit deletion or anonymization. This includes retaining your personal data for a period of 120 days after your last checkout to handle any post-booking matters such as in the case of complaints or claims, for fraud prevention, trade sanction reasons, legal claims or requests.

10. Updates to Privacy Policy

On occasion, Petcation may revise this Privacy Policy to reflect changes in the law, our information collection and use practices, the features of our Site, or advances in technology. If we make revisions that change the way we collect or use your information, those changes will be posted in this Privacy Policy and the effective date will be noted at the beginning of this Privacy Policy. Therefore, you should review this Privacy Policy periodically so that you are up to date on our most current policies and practices. Petcation will also prominently post such material changes prior to implementing the change, and ask for your consent if required by law.

11. Links to Third Party Websites

We may provide links to other websites that are not owned or operated by us ("Third Party Websites"). When you use a link online to visit a Third Party Website, you will be subject to that website’s privacy and security practices, which may differ from ours. You should familiarize yourself with the privacy policy, terms of use and security practices of the linked Third Party Website before providing any information on that website.

12. Additional Considerations

A Special Note About Minors

Our Site is not directed to minors under the age of 18. Where required by applicable law, we may ask for certain information about children from parents or guardians to process a booking or provide other services. If you are a parent, and believe we may have inadvertently collected personal data from a minor, please notify us, and we will remove that personal data and unsubscribe that minor from any of our electronic marketing lists. Minors can normally accompany their parent(s) or legal custodian(s) who have booked an accommodation, unless prohibited by Pets Suppliers' policies.

Language

This Privacy Policy has originally been drawn up in the English language. Translations in other languages are available for your convenience. In case of conflict between the English language version and a translated version, the English language version shall prevail.

13. Contacting Us

If you have any questions about this Privacy Policy or our privacy practices, please contact our Petcation Data Governance Officer by email at Petcation.co@gmail.com or by sending a registered letter to the address at:

Atsata Co., Ltd 

659/76 Soi. Sathupradit 53, Sathupradit Rd., Yannawa Bangpongpang Bangkok 10120