Privacypolicy.

Who we are

NATS Pets Courier (Pty) Ltd (Reg. 2024/611248/07) is the responsible party for the personal information described in this policy. Our address is Centurion, Gauteng, South Africa. You can reach our Information Officer at service@natspetscourier.co.za.

This policy applies to our website, our booking and quote forms, and any contact you have with us by email or phone. It forms part of our Terms of service.

What we collect

• Contact details: your name, phone number and email address.
• Trip details: collection and delivery addresses, dates, and the name and contact details of anyone collecting or receiving your pet.
• Pet details: species, breed, size, age, and the vaccination records, health certificates and permits your pet travels with.
• Travel documents: for international relocations, the passport or ID details that airlines and permit authorities require.
• Payment details: proof of payment and, if we refund you, the bank account the payment came from. We do not take card payments.
• Messages: what you send us, and notes our agents make about your booking.
• Website data: your device, browser, pages visited and approximate location, collected through cookies as set out in our Cookie policy.

Information about your pet is not personal information in itself, but we treat it with the same care because it is linked to you.

Where it comes from

Mostly from you. We also receive information from your vet, airlines, state veterinarians and permit authorities about your pet’s trip, and from anyone who books on your behalf. If you give us someone else’s details, such as the person receiving your pet, please make sure they know.

Why we use it

• To quote, confirm and run your trip, and keep you updated. We need this to perform our contract with you.
• To meet the law, including animal welfare, transport, permit, tax and record-keeping rules.
• To handle payments, refunds, cancellations and complaints.
• To keep our website secure and understand how it is used, so we can improve it.
• To send you news and offers, only as set out under “Marketing” below.

We use your information only for these purposes, or for a purpose that is compatible with them. If you do not give us information we need for your trip, we may not be able to run it.

Who we share it with

We share only what each party needs to do its part:

• airlines, cargo agents, boarding kennels and other carriers that handle part of your trip
• vets, state veterinarians and government departments that issue permits and endorsements
• service providers that host our website, store our data and send our emails, under written agreements that require them to keep it secure and confidential
• our bank, for payments and refunds
• our professional advisers, and authorities where the law requires it

We do not sell your personal information.

Sending information outside South Africa

Some of our service providers store data outside South Africa, and international relocations mean sharing details with airlines and authorities abroad. We send information across borders only where the recipient is bound by law or agreement to protect it to a standard similar to POPIA, where it is needed to perform our contract with you, or where you consent.

How long we keep it

• Booking, payment and refund records: 5 years after your trip, as tax law requires.
• Quotes and enquiries that do not become bookings: 12 months.
• Marketing details: until you unsubscribe.

After that we delete or de-identify it, unless the law requires us to keep it longer or it is needed for a dispute.

How we protect it

We use reasonable technical and organisational measures to protect your information, including access controls, encrypted connections and limiting access to staff who need it. If we believe your information has been accessed by someone without authority, we will tell you and the Information Regulator as soon as reasonably possible.

Marketing

If you have booked or asked for a quote, we may send you news about our own similar services. Every message lets you unsubscribe at no cost. We will not send marketing to anyone else without their consent, and we never pass your details to others for their marketing.

Children

Our services are for adults. We do not knowingly collect information from anyone under 18 without a parent or guardian’s consent.

Your rights

Under POPIA you may:

• ask whether we hold information about you, and for a copy of it
• ask us to correct, update or delete information that is wrong, out of date or that we no longer may keep
• object to our use of your information on reasonable grounds, and to direct marketing at any time
• withdraw consent you have given, without affecting what we did before
• complain to the Information Regulator

Email service@natspetscourier.co.za to use these rights. We may ask you to prove your identity first, and we will respond within 30 days. Some requests for records are handled under the Promotion of Access to Information Act 2 of 2000 and may carry a prescribed fee.

Complaints

Contact us first and we will try to put it right. If we cannot, you may complain to the Information Regulator at POPIAComplaints@inforegulator.org.za or through https://inforegulator.org.za.

Changes to this policy

We may update this policy. The date at the top shows when it last changed. If a change materially affects how we use your information, we will tell you before it applies.