1. Introduction

Ais Sarah Pet Manor Pte. (UEN: 202336045W) (“we”, “our”, or “us”) is committed to protecting the personal data of our customers, prospective customers, and visitors in accordance with the Personal Data Protection Act 2012 (“PDPA”) of Singapore.

This Privacy Policy explains how we collect, use, disclose, and protect your personal data when you interact with us through any of our channels, including our physical premises at 5 Joo Chiat Place, Singapore, our website (www.aissarahpetmanor.com), WhatsApp, Facebook, Instagram, and any other communication platforms.

By engaging our services, making a booking, purchasing a membership, or communicating with us through any channel, you acknowledge that you have read and understood this Privacy Policy.

2. Personal Data We Collect

We may collect the following types of personal data depending on the nature of your interaction with us:

2.1 Contact and Identity Information

• Full name, phone number(s), email address, and residential or mailing address (including postal code and unit number for transport services).

2.2 Pet Information

• Your cat’s name, breed, age, weight, coat type, known allergies, behavioural notes, medical history relevant to grooming, and vaccination records where provided.

2.3 Service and Transaction Data

• Grooming appointment history, membership pass details (tier, credits, validity), deposit and payment records, transport zone and scheduling information, and service preferences.

2.4 Payment Information

• Payment method used (e.g. PayNow, credit or debit card, Atome, GrabPayLater, cash), transaction reference numbers, and relevant billing details. We do not store full credit or debit card numbers on our systems.

2.5 Communication Data

• Messages and conversation history from WhatsApp, Facebook Messenger, Instagram Direct, email, and other messaging platforms used to communicate with us. This includes enquiries, booking confirmations, service updates, and feedback.

2.6 Images and Media

• Photographs and videos of your cat taken during grooming sessions, health assessments, or while in our care, as well as any media shared by you. As stated in our Grooming Agreement, by engaging our services you consent to the use of such images and videos for service updates and marketing purposes.

2.7 Website and Digital Data

• If you visit our website, we may collect your IP address, browser type, device information, pages visited, and cookies or similar tracking data. Please refer to Section 9 (Cookies and Website Tracking) for more details.

3. How We Use Your Personal Data

We use your personal data for the following purposes:

• Providing Services: To process bookings, manage grooming appointments, coordinate pet taxi transport, administer membership passes and credits, and deliver our grooming, Purr and Play, retail, and adoption services.
• Communication: To send appointment confirmations, reminders, grooming updates (including photo and video updates of your cat during sessions), payment confirmations, and respond to your enquiries across WhatsApp, Facebook, Instagram, email, or in person.
• Billing and Payments: To process payments, manage deposits, issue invoices, and facilitate instalment plans through third-party providers such as Atome and GrabPayLater.
• Health and Safety: To record your cat’s health observations during grooming sessions (e.g. suspected ear mites, fleas, skin conditions), maintain biosecurity protocols, and contact you or seek emergency veterinary care if required.
• Marketing and Promotions: To send you information about our services, promotions, new packages, membership offers, and events through WhatsApp, social media, or email. You may opt out of marketing communications at any time (see Section 7).
• Media and Content: To use photographs and videos of your cat for social media posts, website content, promotional materials, and grooming session updates, as consented under our Grooming Agreement.
• Service Improvement: To analyse service trends, improve our grooming processes, train our staff, and enhance customer experience.
• Legal and Compliance: To comply with applicable laws, respond to legal requests, resolve disputes, and enforce our terms and conditions.

4. Disclosure of Personal Data

We do not sell your personal data to third parties. We may share your personal data with the following parties only as necessary to fulfil the purposes described in this policy:

• Service Providers: Third-party platforms that help us manage bookings, communications, and customer relationships (e.g. our messaging and CRM platform, appointment scheduling system, and payment processors such as Atome, GrabPayLater, and PayNow).
• Transport Partners: If you use our pet taxi service, limited information (name, address, contact number, and cat details) may be shared with our transport team or, where applicable, third-party drivers.
• Veterinary Providers: In the event of a medical emergency during a grooming session, we may share relevant pet and owner information with a veterinary clinic to facilitate urgent care.
• Legal Authorities: Where required by law, regulation, court order, or government request, or to protect the rights, property, or safety of Ais Sarah Pet Manor, our staff, our animal residents, or the public.

5. Retention of Personal Data

We retain your personal data only for as long as necessary to fulfil the purposes for which it was collected, or as required by law. As a general guide:

• Active customer records (including pet profiles, appointment history, and membership details) are retained for the duration of your relationship with us and for up to 24 months after your last interaction.
• Payment and transaction records are retained for at least 5 years in accordance with tax and accounting obligations under Singapore law.
• Communication records (WhatsApp messages, chat logs) are retained for operational purposes and may be archived periodically.
• Media (photos and videos) used for marketing may be retained indefinitely unless you withdraw your consent for their use.

When personal data is no longer required, we will dispose of it securely by deleting digital records and shredding physical documents.

6. Protection of Personal Data

We take reasonable precautions to protect your personal data from unauthorised access, collection, use, disclosure, copying, modification, disposal, or similar risks. Our measures include:

• Restricting access to personal data to authorised staff on a need-to-know basis.
• Using secure, password-protected systems for customer records and communications.
• Engaging reputable third-party service providers that maintain appropriate data protection standards.

No method of electronic transmission or storage is 100% secure. While we strive to protect your personal data, we cannot guarantee absolute security.

7. Your Rights Under the PDPA

Under the PDPA, you have the right to:

7.1 Access

Request access to the personal data we hold about you or your pet.

7.2 Correction

Request the correction of any inaccurate or incomplete personal data.

7.3 Withdrawal of Consent

Withdraw your consent for us to collect, use, or disclose your personal data for specific purposes. This includes:

• Marketing opt-out: You may opt out of receiving promotional messages at any time by replying “STOP” to any marketing message on WhatsApp, emailing us, or informing our staff.
• Media opt-out: You may request that we stop using photos or videos of your cat for marketing purposes. Note that content already published prior to your withdrawal may not be fully retrievable from all platforms.

Please note that withdrawing consent for essential data processing may affect our ability to provide certain services to you (e.g. we cannot coordinate transport without your address).

8. Do Not Call (DNC) Registry

If your Singapore telephone number is registered with the Do Not Call (DNC) Registry, we will not send you marketing messages to that number unless you have given us clear and unambiguous consent. You may withdraw this consent at any time by contacting us.

9. Cookies and Website Tracking

Our website (www.aissarahpetmanor.com) may use cookies and similar technologies to enhance your browsing experience, analyse website traffic, and serve relevant content. You may configure your browser to reject cookies, although this may affect certain features of our website.

We may also use third-party analytics services (such as Meta Pixel for Facebook and Instagram advertising) which may collect data about your interactions with our advertisements and website. This data is subject to the respective third party’s privacy policy.

10. Third-Party Platforms and Links

Our services involve communication through third-party platforms including WhatsApp (operated by Meta Platforms, Inc.), Facebook, and Instagram. Your use of these platforms is governed by their own terms of service and privacy policies, which are separate from ours. We encourage you to review the privacy policies of these platforms.

Our website may contain links to external websites. We are not responsible for the privacy practices or content of those websites.

11. Children and Minors

Our services are not directed at individuals under the age of 18. If a minor wishes to engage our services, a parent or legal guardian must provide consent and manage the booking on their behalf. We do not knowingly collect personal data from minors without parental consent.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. The updated policy will be made available on our website and, where appropriate, communicated through our active channels. We encourage you to review this policy periodically.

13. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or how we handle your personal data, please contact us:

You may also raise a complaint with the Personal Data Protection Commission (PDPC) if you believe that we have mishandled your personal data. The PDPC can be reached at www.pdpc.gov.sg.