Our Personal Data (Privacy) Policy Statement

Pet Holidays (Hong Kong) Co., Ltd. (referred to as “we”) is committed to respecting your privacy and protecting your personal data. We have established the following policies and guidelines in accordance with Hong Kong’s Personal Data (Privacy) Ordinance (Chapter 486) to ensure the privacy of the personal data you provide to us (as defined below).

We ensure that our policies and procedures for collecting, using, accessing, transferring, storing, and processing your personal data comply with the Personal Data (Privacy) Ordinance (Chapter 486) of Hong Kong.

To ensure you can make informed decisions and feel secure when using our website and/or providing your personal identity data (“personal data”) through our offices and other services (such as electronic and mobile communication channels), this privacy policy statement and our data security policies outline how we collect and use information online and through mobile communication services and other services, as well as the choices you have regarding the collection and use of your personal data. We limit the collection and use of personal data to what is necessary for managing our business and providing you with the highest quality services and opportunities in your interest.

Please note that we may revise and/or update this privacy policy from time to time without prior notice. Please visit this webpage regularly to review the updated version of the privacy policy. By continuing to use this website or maintaining a relationship with us, you are deemed to agree to and accept this privacy policy (as amended from time to time).

Personal Data Collected

In certain areas of the website, as well as through our offices and other services (such as mobile service websites, mobile applications (Apps), and other communication channels), you may be asked to provide personal data used to identify you, including but not limited to:

• Your contact details such as phone number, email address, fax number, and/or mailing address;
• Your credit card or debit card number or billing details, including cardholder name, credit card number, billing address, and credit card expiration date;

• Your company details, such as company name, position, and related contact information;
• Your travel information such as flight details, booking reference number, personal information of accompanying guests, emergency contact information, seat and meal preferences, flight and hotel accommodation requirements, destination contact information, and other special requests;
• Information you provide when participating in marketing, surveys, and competitions organized by us or on our behalf; and
• To ensure quality control and staff training, we may record and monitor telephone calls and messages (e.g., WhatsApp, WeChat, etc.) received and made by our office. Call recordings and messages will be stored for a reasonable period of time and then deleted. Any personal data obtained during the call will be handled in accordance with this privacy policy. If you choose not to provide such information, you may be unable to access certain areas of the website/pages or other systems, and we may be unable to process your application or order. If you are under 18 years old, please obtain consent from your parent or guardian before submitting your personal identification data.

Purposes for Collecting and Using Personal Data

We may use the personal data you provide for the following purposes, or other purposes agreed upon by you, or as required by law from time to time:

• Processing and managing booking requests and/or travel services and/or products provided by or through our company;
• If you hold a Pet Holidays membership account, we will also use your personal data for marketing purposes, such as sending you information about travel products or services and promotional activities that may interest you;
• Responding to your inquiries, following up on your feedback (including completion of opinion forms), and/or confirming your travel arrangements;
• Providing additional airport and travel-related services such as travel insurance, visa services, hotel transfers, car rentals, etc.;
• Handling delivery services we provide to you;
• Processing and confirming membership enrollment, service applications, and managing day-to-day member services operations;
• Providing members with various privileges, communications, and services;
• Confirming and verifying your identity before providing any services and products;
• Analyzing, confirming, and/or verifying your payment information related to services and/ or processing your payment instructions, direct debit authorizations, and/or handling the day-to day operations of your account, and/or collecting any outstanding fees;
• Searching for your group tour itinerary, price list, and event information;
• Providing our online services, including travel information lookup, sending electronic greeting cards, uploading travel experiences and photos, online voting, or requesting brochures;
• Processing insurance claims and payments related to applicable policies, handling commission payments to partners, and claiming losses or recovering payments from service partners;
• For marketing, promotion, and customer management purposes, such as proactively or upon your request, sending you the latest promotions and offers about our products and services, including SMS reminders and processing offers related to or derived from services;
• Completing the online services you provided on any of our websites and/or through other telecommunication channels;
• Managing special promotions, competitions, and lottery events organized by or on behalf of our company; • Conducting research surveys, development plans, and service and product improvements for ourselves or other business partners;
• Collecting product and service fees for our company or suppliers and/or other business partners, including verifying credit card information with third parties and comparing the personal data you provide with our company’s or third parties’ fraud databases;
• Disclosing information to third parties to comply with the law or legal requirements, court orders, guidelines, and requests from any court, organization, or government department with legal authority in Hong Kong or elsewhere;
• Responding to and processing your inquiries or requests, sending booking-related messages (e.g., messages informing you that your booking has been successfully submitted or reminders to complete your order). We may also send you surveys or invitations to provide feedback on our services;
• Analyzing your location, preferences, and demographic data or comparing it with data obtained from other channels (including third parties) to develop products and services or marketing plans and improve our services;
• Investigating complaints, suspected transactions, and studying service improvement measures;
• Displaying customer reviews on our websites, applications, social media accounts, and social media applications, or partner websites related to accommodations or businesses. This helps other travelers understand the quality of travel products, destinations, or services you have used;
• Aggregating your review data with other customers’ opinions to categorize and prioritize customer reviews. We may use the information you shared with us in an anonymous way for other purposes related to the destination, unless your public information includes such details. This is to help travelers like you find suitable travel destinations and the best accommodations;
• To fulfill contractual obligations and provide services to you, we will process the necessary personal data. Additionally, we will collect other personal data under our legitimate interests for service enhancement and direct marketing;
• Using your personal data or other information to facilitate quicker account registration o login requests, purchase requests, providing better customer support, and timely notifications of new services and special offers, allowing the relevant company or organization to process the tasks mentioned and/or provide any other travel-related services to you from time to time. We may use non-identifying customer data to design a more suitable website for you and/or improve our products and services. We may also disclose such data to third parties, and all data will be non-identifiable. Except for the purposes mentioned above, we will not knowingly or intentionally use or share the personal data you provide beyond the disclosed scope without your prior consent, nor will we disclose your personal data to third parties without your prior consent.

Children

If you are underage, you must adhere to the following rules when using this website.

We take children’s privacy seriously and are committed to protecting the personal data collected online and helping parents, guardians, and children learn how to control the transmission of personal data while using the internet.

If you are 17 years old or younger, we must first obtain written consent from your parent or guardian before you subscribe to newsletters through this website. Please send the name and email address of your parent or guardian to info@petholidays.hk, and we will seek consent via email.

If you are a parent or guardian and wish to review, delete, or request to stop collecting personal data about your child, or if you have any questions regarding our practices or privacy policies, you may contact us at info@petholidays.hk.

Disclosure and Transfer of Personal Data

When you book or purchase travel products through our company, we may transfer your personal data to airlines, hotels, insurance companies, consulates, visa offices, transportation companies, credit card/debit card companies, and banks, or other institutions as necessary to effectively complete the service or product order, and relay the relevant information back to you.

We may also provide your contact details to third parties, including but not limited to our partners, affiliates, or contractors/agents/suppliers handling matters on our behalf, to carry out promotional activities related to our products. However, we must obtain your consent before transferring your personal data. The scope of use will be limited to the promotion in question.

We may also be required to store, process, and/or disclose your personal data to third parties to comply with applicable laws and regulations, court orders, or lawful requests and instructions from courts, authorities, or government departments with legal authority in Hong Kong or other jurisdictions.

Once your data has been transferred to the aforementioned institutions, it will be subject to the privacy policies of those third parties. Our company will not be responsible for how those institutions handle or use the data.

Protection and Retention of Personal Data

We will make every reasonable effort and take practical measures to ensure that all personal data we hold is stored in secure locations. Although no system can guarantee absolute security, we have implemented appropriate administrative, technical, and physical security measures to protect the personal data you provide to us. We also train our employees, and only authorized employees are permitted to access personal data within the authorized scope, in accordance with established policies and guidelines.

Additionally, we use encryption technology to transmit your sensitive personal data (e.g., credit card details) between your system and ours. We also use firewalls and intrusion detection systems to help prevent unauthorized access to your data.

We will retain your personal data only until it fulfills the purpose for which it was collected, unless the data must be retained in accordance with applicable laws, regulations, or contractual obligations. Otherwise, your personal data will be deleted from our storage system once the purpose has been fulfilled.

Although our security measures aim to protect your personal data, you acknowledge and agree that data transmission is not completely secure, and no computer system or security system is unbreakable. When you provide personal data to us, you assume the risk of data transmission.

Cookies and Mobile Applications (Apps) Policy

We use cookies on this website and the mobile website. Cookies temporarily store users’ browsing records but do not directly extract your personal data from your computer, nor can they extract personal data from your computer’s hard drive. We use cookies to:

• Enhance website security measures;
• Provide better, more personalized services when you revisit the website;
• Count the number of visitors, traffic sources, and analyze browsing patterns to understand website browsing behaviors as a reference for improving services

External Links to Other Websites

If any part of this website links you to other websites, those websites are not covered by this privacy policy. We recommend that you review the privacy policy statement on those websites to understand their policies regarding the collection, use, disclosure, and protection of personal data.

Customer Communications

Any questions, comments, suggestions, or information you transmit or post on any part of this website or web pages (excluding personal data) will be deemed voluntarily provided to us as non confidential and non-proprietary information. We may use, reproduce, disclose, transmit, publish, broadcast, and/or post such information elsewhere at our discretion, including for the development, manufacture, and promotion of products and services to meet customer needs. However, the personal data we collect will remain confidential and will be processed in accordance with this privacy policy.

Similarly, any questions, comments, suggestions, or information you transmit to us through other channels (including but not limited to branches and telephone registration centers) will be treated in the same way as described above.

Security

We are committed to monitoring and doing our best to prevent security vulnerabilities. We have implemented appropriate security maintenance measures to protect the personal data we collect, such as HTTPS. We also regularly monitor the system for potential attacks or security vulnerabilities. However, no security measures are 100% secure, so we cannot guarantee that the information you transmit will not be accessed, disclosed, altered, or destroyed by unauthorized individuals in violation of our security measures.

Contact Us

If you have any questions regarding this privacy policy or the personal data we hold about you, please write to us or send an email to the following contact information:

• Email: info@petholidays.hk
• Address: Pet Holidays (Hong Kong) Co., Ltd., Room 203B, Shui Hing Centre, 13 Sheung Yue Road, Kowloon Bay

This privacy policy statement is only available in Chinese, and the Chinese version shall prevail.

The last revision date of this privacy policy statement is August 30, 2024.