We collect personal information such as names, phone numbers, email addresses, passport or licence details and / or your signature only when it has been voluntarily submitted by you, our customer/s (or potential customer/s). This information would then be used for any of our required services which can include: our website, requesting a quote to transport your pet, booking services on your behalf, requesting information for a general enquiry, or being asked to complete a survey on your customer experience. We also voice record our conversations with you when you contact our call centre or accept a company-based waiver.
If you willingly send us your personal information via email, our website, to an employee of Pet Express, on any of our electronic forums or social media we will deem that you have submitted your personal data willingly for us to respond to and use. In addition, we may receive personal information about you from third parties such as Airlines, relevant airline operators, government authorities, customs, immigration, industry associations and service partners involved in your booking.
We keep your information for as long as it is required to be processed for and after that we will keep your information for a period which enables us to handle or respond to any complaints, queries or concerns relating to your booking before being deleted permanently from our system.
Prior to sending out any marketing initiatives you will be given the option to opt-in to receiving these updates using your personal information and have the option to opt-out at any time. Please be aware that we do occasionally send marketing communications that promote a third party’s products and services (our partners) as well as our own.
If you would no longer like marketing communication, you have a few options to opt out. Each marketing initiative will have a ‘unsubscribe’ button at the bottom of the page which will allow you to stop receiving further marketing emails. We aim to stop marketing communications within 14 working days of receiving your cease request, but it is possible you may receive marketing material within the period prior to that change being made. You can also contact Pet Express firstname.lastname@example.org and put your request in writing.
Be aware if you unsubscribe from marketing material this will not cease our communication with you on any active file we are working together on unless you specifically request to opt out of all communication via email@example.com.
If you do not want your conversation recorded whilst making or discussing your booking you have the option to opt out of the recording prior to speaking with the consultant. This is an option that is available via our phone system at the time of the conversation.
Operationally we may share information with government agencies or any other third-party suppliers assisting us to complete any stage required to organise the transportation of your pet. The information provided will be the personal information you have voluntarily submitted and only when there is a legitimate use for the personal data to be shared and / or used. We may supply personal information when legally obligated to do so or required by law.
We also may use other businesses to perform certain services for us, such as maintaining our site and our email services and processing inquiries. We may provide personal information to those businesses when that information is necessary for them to complete a requested transaction or otherwise perform their duties. We will not sell or share your personal information with any unaffiliated third parties for marketing purposes that we do not have a contract with.
Occasionally, we may collect statistical and non-personal information about the use of our website. This information may include how many visitors visit a specific page on the site, how long they stay there, and which hyperlinks they visit. We collect this information to determine which areas of the site are most popular and where to enhance the site for our visitors. This collective data may be used to describe the use of our site to third parties or in response to a government request. However, this data will not personally identify you or any other of our website visitors.
Links to Other Sites
While visiting our site, it is possible that you could be directed (via hyperlink or other means) to other sites that are outside of our control. These other websites may send their own cookies to visitors, collect data, or solicit your personal information. It is important that you read the privacy policies of these other sites before using them. We are not responsible for the privacy practices of other websites and cannot guarantee the security of any personal information that is collected on those other sites.
Updated 25th May 2018; version 1.0