Privacy Policy

When you use the Platform, our servers automatically record certain information that your device sends. This may include your IP address, browser type and version, operating system, referring pages, access times and dates, and other usage statistics. Information collected automatically is used only to identify potential cases of abuse and establish statistical information regarding the usage of the Platform and Services. This statistical information is not aggregated in a way that would identify any individual user.

You can browse the Platform without revealing your identity. If you wish to book Services or use certain features, you may be asked to provide Personal Information. Where required, we may collect the following:

• •Contact information such as name, email address, mobile number, and address
• •Booking and service details including pick-up/drop-off location, date, time, and special instructions
• •Pet profile information such as pet name, breed, age, weight, microchip number, municipality registration details, vaccination status, medical conditions, and handling instructions
• •Communications you send us via website forms, email, WhatsApp, or other messaging channels
• •Payment confirmation details such as transaction references and payment status (we do not store full card details)

In connection with our pet transportation services, we may collect and process additional information to support safety, service delivery, quality control, and incident resolution. This may include ride and operational details (such as pick-up/drop-off locations and timestamps), communications with you during transit, and where applicable, vehicle safety monitoring data including location tracking used for safety, compliance, and dispute resolution purposes. Access to such information is restricted to authorised personnel only.

We process your Personal Information to provide and manage our Services, perform and administer bookings and transportation, comply with applicable legal and regulatory requirements in the United Arab Emirates, and protect the safety and integrity of our operations. Your information may be used to:

• •Create and manage bookings and service records
• •Deliver and fulfil pet transportation services
• •Send booking confirmations, updates, and administrative communications
• •Respond to enquiries and provide customer support
• •Send marketing and promotional communications (where you have opted in)
• •Improve our Platform, Services, and customer experience
• •Enforce our Terms of Service and this Policy
• •Comply with legal obligations and respond to lawful requests
• •Detect, prevent, and respond to fraud, abuse, or safety incidents

Payments for Services are processed through secure, PCI-compliant payment gateways. We do not store your full credit or debit card details on our systems. Payment processors may collect and process payment information in accordance with their own privacy policies and applicable security standards. We may retain payment-related confirmation details such as transaction references, payment status, and amounts for reconciliation, fraud prevention, customer support, and compliance purposes.

We do not sell your Personal Information or share it with unaffiliated third parties for their own marketing purposes. We may share your information with trusted third parties who assist us in operating the Platform and delivering Services, strictly on a need-to-know basis and subject to confidentiality obligations. We may also disclose your information:

• •Where required by law, court order, or regulatory authority in the UAE
• •To protect the rights, safety, or property of Fetch, our customers, or the public
• •In connection with a merger, acquisition, or sale of business assets, where your information may transfer to successors
• •With your explicit consent

Where required for compliance purposes, we may share or present certain pet and owner information with relevant authorities, municipalities, regulators, or government platforms in the United Arab Emirates (including those applicable to Abu Dhabi and Dubai, such as TAMM or equivalent systems) to support lawful operation of our services, verification of pet documentation, or compliance with regulatory requirements. We do not control third-party government platforms and any processing conducted by such platforms is subject to their own terms and privacy policies.

We may use third-party service providers such as cloud hosting, communications platforms, analytics tools, and payment processors to support our operations. As a result, your Personal Information may be processed or stored outside the United Arab Emirates. Where such transfers occur, we take reasonable steps to ensure appropriate safeguards are in place consistent with applicable UAE data protection requirements.

We will retain your Personal Information for as long as necessary to fulfil the purposes set out in this Policy, comply with our legal obligations, resolve disputes, and enforce our agreements. Once the applicable retention period expires, Personal Information will be securely deleted or anonymised. Aggregated, non-identifying data derived from your information may be retained for analytical purposes without identifying you personally.

Subject to applicable UAE law, you have the following rights regarding your Personal Information:

• •The right to access and obtain a copy of your Personal Information we hold
• •The right to rectify inaccurate or incomplete information
• •The right to request erasure of your Personal Information, subject to legal obligations
• •The right to restrict processing in certain circumstances
• •The right to withdraw consent where processing is based on consent
• •The right to object to processing carried out on grounds other than consent
• •The right to data portability where technically feasible

To exercise any of these rights, please contact us through the details provided on www.gofetch.ae. We will respond to your request within a reasonable timeframe in accordance with applicable law.

We do not knowingly collect Personal Information from children under the age of 18. If you are under 18, please do not submit any Personal Information through the Platform. If you believe a child under 18 has provided us with Personal Information, please contact us immediately and we will take steps to delete such information.

You may request deletion or correction of certain Personal Information we hold about you by contacting us directly. Please note that we may need to retain certain information to comply with legal obligations, resolve disputes, or enforce our agreements. When information is deleted, we may maintain anonymised records for statistical or compliance purposes where permitted by law.

We may send you booking confirmations, service updates, and essential transactional communications as part of our Services. Where you have opted in, we may also send promotional communications about our offerings. You may opt out of marketing communications at any time by following the unsubscribe instructions in our emails or contacting us directly. Opting out of marketing does not affect your receipt of essential transactional communications.

We maintain reasonable administrative, technical, and physical safeguards to protect your Personal Information against unauthorised access, use, modification, or disclosure. Sensitive data exchanges occur over SSL-secured communication channels. However, no data transmission over the internet or wireless network can be fully guaranteed. You acknowledge that the security and privacy limitations of the internet are beyond our control, and that while we strive to protect your information, we cannot guarantee absolute security.

In the event we become aware that the security of our Platform has been compromised or your Personal Information has been disclosed to unauthorised parties, we will take appropriate measures including investigation, containment, and where required by law, notification to affected individuals and relevant authorities. Notification will be provided via posting on the Platform, email, or other appropriate means.

Our Platform may contain links to third-party websites or services. We are not responsible for the privacy practices of such third parties. We encourage you to read the privacy policies of any third-party platforms you visit. Linking to or accessing third-party resources is at your own risk.

We reserve the right to modify this Policy at any time. Material changes will be communicated by posting an updated version on the Platform with a revised effective date. Your continued use of the Platform and Services after any changes constitutes your acceptance of the updated Policy. We encourage you to review this Policy periodically.

By accessing and using our Platform and Services, you acknowledge that you have read, understood, and agree to be bound by this Privacy Policy. If you do not agree, you are not authorised to access or use the Platform and Services.

If you have any questions about this Policy, wish to exercise your data rights, or have any concerns regarding our handling of your Personal Information, please contact us through our website at www.gofetch.ae.