Privacy Policy

Related Documents

• Terms & Conditions
• Cookie Policy

1. Who We Are

Pet Air Valet Limited (Pet Air Valet, we, us) is a company incorporated in Malta with registered office at:

Pet Air Valet is a specialist travel coordinator for In-Cabin, scheduled, shared-cabin journeys for dogs and their humans. Pet Air Valet is not an airline and does not operate aircraft. Licensed air carriers or aircraft operators provide the aircraft and flight operations.

Pet Air Valet Limited is the data controller for personal data described in this policy.

2. What This Policy Covers

This policy explains how Pet Air Valet collects, uses, shares, stores, and protects personal data when you:

• use the Pet Air Valet website and online tools
• contact the Pet Air Valet team by email, phone, or WhatsApp
• request, reserve, or confirm a journey coordinated by Pet Air Valet

This policy does not replace privacy notices of third parties you may interact with, such as aircraft operators, veterinary clinics, customs brokers, ground handlers, drivers, accommodation providers, payment providers, and authorities. These third parties may act as separate controllers for their own processing.

3. Personal Data Pet Air Valet Collects

3.1 Information You Provide

Pet Air Valet collects personal data you provide directly, including:

• identity and contact details (first name, last name, email address, phone number, WhatsApp number where applicable, country of residence)
• reservation and journey details (dates, departure and arrival locations, passenger names, preferences, special assistance requests, baggage considerations)
• dog details needed to coordinate the In-Cabin set-up and welfare planning (dog name, breed or type, age, weight, microchip details, temperament notes, equipment preferences, relevant special conditions)
• travel documentation and compliance information, when needed for coordination (passport details, visa details, pet passport details, vaccination records, blood test results where applicable, health certificates, import or export permits, and related reference numbers)
• communications with the Pet Air Valet concierge team (messages, emails, and call notes)

If you provide personal data about other travellers, you confirm you have permission to share this personal data.

3.2 Payment and Transaction Information

Payment processing is handled by third-party payment providers. Pet Air Valet typically receives limited information such as payment status, transaction reference, date, amount, and billing details needed for accounting. Pet Air Valet does not aim to store full card numbers.

3.3 Website and Device Data

When you use the website, Pet Air Valet may collect technical and usage data such as:

• IP address, browser type, device information, and approximate location (derived from IP address)
• pages viewed, actions taken, referral source, and performance data

3.4 Call and Video Meeting Recordings and Transcripts

Pet Air Valet may record and transcribe phone calls and video meetings between you and the Pet Air Valet team. Pet Air Valet uses recordings and transcripts to:

• deliver the service and keep accurate records of requests and decisions
• resolve issues, manage complaints, and reduce misunderstandings
• train the team and improve customer service

Pet Air Valet will inform you at the start of a call or meeting if recording is planned. If you do not want a recording, you can ask to continue without recording, or you can use another channel (for example, email or WhatsApp). You can consent to or disapprove being recorded. Where applicable law requires consent, Pet Air Valet will record only where consent is given.

3.5 Information About Minors

Pet Air Valet does not ask for sensitive personal data about humans (for example, health information). Please do not share sensitive personal data unless Pet Air Valet specifically requests this personal data for a clear purpose.

The service is not intended for minors below the age of 18 years and we shall not accept any orders from minors under the age of 18 unless your legal guardian reviews and agrees to both these Terms and our Privacy Policy and approves them, and provides his billing details. Please do not provide personal data about children unless Pet Air Valet specifically requests this personal data for a clear purpose.

4. Where Personal Data Comes From

Most personal data comes directly from you.

In some situations, personal data may come from:

• another traveller in your party who submits a group enquiry or reservation
• a family member acting on your behalf
• travel delivery partners involved in a confirmed journey (for example, operational updates, reference numbers, or regulatory documentation steps)

5. How Pet Air Valet Uses Personal Data and the Legal Bases

Pet Air Valet uses personal data only when a lawful basis applies under the GDPR.

5.1 To Provide and Manage Services (Contract)

Pet Air Valet uses personal data to:

• respond to enquiries and arrange calls
• create and manage reservations, deposits, confirmations, and service delivery
• coordinate documentation workflows and timelines with relevant professionals
• communicate operational updates about an enquiry, reservation, or confirmed journey

5.2 To Meet Legal and Regulatory Obligations (Legal Obligation)

Pet Air Valet uses personal data to:

• comply with tax, accounting, and anti-fraud requirements
• respond to lawful requests from regulators, law enforcement, or courts

5.3 To Run, Protect, and Improve the Business and Website (Legitimate Interests)

Pet Air Valet uses personal data to:

• keep records of communications to deliver consistent support
• maintain website security, prevent abuse, and troubleshoot technical issues
• improve services and website experience using aggregated insights and better tailor them to your needs

5.4 To Send Announcements and Updates (Consent or Legitimate Interests)

Pet Air Valet may use personal data to:

• send destination and journey updates you ask to receive (normally based on consent)
• send service messages linked to an active enquiry, reservation, or confirmed journey (contract or legitimate interests, depending on the message)

6. Whether You Must Provide Personal Data

Some personal data is required to handle an enquiry, reserve a space, or coordinate a journey. If you do not provide required personal data, Pet Air Valet may be unable to:

• respond effectively to your request
• reserve your space
• coordinate documentation and journey arrangements

7. Who Pet Air Valet Shares Personal Data With

Pet Air Valet shares personal data only when sharing is necessary to provide services, meet legal obligations, or run operations.

7.1 Travel Delivery Partners (As Needed to Coordinate a Journey)

Pet Air Valet may share personal data with:

• licensed aircraft operators and their appointed teams
• private terminal partners and ground handlers
• local experts supporting import, export, and clearance processes (for example, customs brokers and specialist agents)
• veterinary clinics and licensed professionals involved in health certificates, checks, or documentation preparation
• relevant authorities where documentation or entry requirements apply

These recipients may act as independent controllers for their own legal and operational purposes.

7.2 Business and Technology Providers (Processors)

Pet Air Valet may share personal data with providers supporting operations, such as:

• payment service providers
• email and messaging tools
• document handling and storage providers
• website infrastructure and security providers, including Cloudflare
• call and meeting platforms used to speak with you
• call recording, video recording, and transcription providers
• lawyers, accountants and tax advisers
• potential purchasers and/or investors

Pet Air Valet does not sell personal data.

7.3 WhatsApp Communications

If you contact Pet Air Valet via WhatsApp, WhatsApp processes personal data under its own terms and privacy notices. Pet Air Valet uses WhatsApp as a communication channel and keeps records of relevant communications for service delivery and service quality.

7.4 Special Cases

Pet Air Valet may also share personal data:

• where required by a judicial authority or other regulatory body
• to cooperate with law enforcement where lawfully required
• in connection with a merger, acquisition, or transfer of business assets, subject to appropriate protections

8. Cookies, Analytics, Advertising, and Consent Settings

The website uses a consent tool (Cookiebot) to manage cookie preferences.

Cookie details, including cookie categories, cookie purposes, and how to change consent settings, are explained in the cookie policy.

Subject to your cookie choices, the website may use analytics and advertising tools, including Google Analytics, Google Tag Manager, Google Ads conversion tracking, Meta Pixel, and LinkedIn Insight Tag.

Some website forms may be protected by Google reCAPTCHA. Google may collect and process personal data (for example, IP address and device signals) to provide reCAPTCHA and to protect the website from abuse.

9. International Transfers

Some recipients and technology providers may be located outside the European Economic Area, or may store or access data from outside the European Economic Area.

Where an international transfer applies, Pet Air Valet uses appropriate safeguards, such as adequacy decisions or contractual protections.

10. Automated Decision-Making and Profiling

Pet Air Valet does not make decisions about you that are based solely on automated processing and that produce legal or similarly significant effects.

Advertising and analytics partners may carry out profiling based on cookies and similar technologies where you consent to marketing or statistics cookies.

11. Data Security

Pet Air Valet uses reasonable technical and organisational measures designed to protect personal data against unauthorised access, loss, misuse, alteration, or disclosure.

12. Data Retention

Pet Air Valet keeps personal data only for as long as needed for the purposes in this policy, including legal, accounting, and operational needs.

Retention depends on factors such as:

• whether you have an active enquiry or reservation
• whether a journey is confirmed and delivered
• statutory retention obligations for financial records
• handling of disputes and record-keeping for service quality

When retention is no longer needed, Pet Air Valet deletes or anonymises personal data where appropriate.

13. Marketing Choices

If you opt in to receive updates, Pet Air Valet may send announcements about upcoming journeys, destination availability, and relevant travel guidance.

You can opt out at any time by:

• using the unsubscribe link in an email, where provided, or
• contacting client@petairvalet.com with an opt-out request

Withdrawing consent does not affect processing that took place before the withdrawal.

14. Your Rights Under the GDPR

Depending on your situation, you may have rights including:

• access to personal data
• correction of inaccurate personal data
• deletion of personal data
• restriction of processing
• data portability
• objection to processing, including objection to direct marketing
• withdrawal of consent where processing is based on consent

14.1 Access

You have the right to request access to the personal data Pet Air Valet holds about you. Pet Air Valet will provide a copy of your personal data and information about how it is processed.

14.2 Deletion / Right to Be Forgotten

You may request deletion of your personal data. Pet Air Valet will comply where:

• the data is no longer necessary for the purpose it was collected
• you withdraw consent and no other lawful basis applies
• the data was unlawfully processed

In some cases, Pet Air Valet may be required to retain personal data for legal, accounting, or operational reasons.

To exercise these rights, contact Pet Air Valet using the details in section 16.

15. Complaints

If you are unhappy with how personal data is handled, please contact Pet Air Valet first so the team can address the concern.

You also have the right to lodge a complaint with:

• the Office of the Information and Data Protection Commissioner (Malta), or
• your local supervisory authority in the country where you live or work

16. Contact

For privacy questions, requests, or concerns, contact:

17. Changes to This Policy

Pet Air Valet may update this policy from time to time. Any update will be published on the website and will include an updated version date at the top of this policy.