Privacy Policy
Last updated
Pet Market is built on a simple idea: getting your pet what it needs should be easy. Handling your personal data carefully is part of that, and this policy explains β in plain terms β what we collect, why, who we share it with, and what you can ask us to do about it.
This policy applies to the Pet Market website, our mobile applications, and any related service that links to it. It is written to meet the requirements of the Personal Data Protection Law of the Kingdom of Saudi Arabia (PDPL) and its Implementing Regulations.
Who is responsible for your data
Ihtiyajat Company for Pets, trading as Pet Market, is the data controller for the personal data described in this policy. That means we decide why and how your data is processed, and we are accountable for it.
| Detail | Value |
|---|---|
| Controller | Ihtiyajat Company for Pets |
| Registered address | Building No. 5076, Omar Ibn Abdulaziz Street, Rabwa District, Riyadh 12816, Kingdom of Saudi Arabia |
| Commercial registration (CR) number | commercial registration number |
| Privacy contact | privacy@petmarket.sa |
| General enquiries | support@petmarket.sa |
If you have any question about this policy, or want to exercise a right described in section 11, write to privacy@petmarket.sa. A named privacy officer is responsible for handling those requests.
What this policy covers
This policy covers personal data we process when you visit our website, use our mobile app, create an account, place an order, contact our customer service team, or receive marketing from us.
It does not cover the practices of third parties whose own services you use β for example your bank, the app store you downloaded our app from, or a website we link to. Those organisations have their own privacy notices, and we encourage you to read them.
The personal data we collect
We collect the following categories of personal data. Not all of it applies to everyone β what we hold about you depends on how you use our services.
| Category | Examples | Where it comes from |
|---|---|---|
| Account and contact data | Name, email address, mobile number, password (stored only as a secure hash), language preference | You, when you register or update your profile |
| Order and transaction data | Items ordered, order value, order history, invoices, delivery notes, returns and refunds | Generated when you shop with us |
| Delivery and location data | Saved delivery addresses, building and district details, delivery instructions, and β only if you grant the permission β your device's approximate or precise location, used to confirm you are in a delivery area and to fill in an address | You, and your device with your permission |
| Payment data | Payment method type, the last four digits of your card, a payment token, and the result of the transaction. We never receive or store your full card number, expiry date or CVV | Our payment service provider |
| Pet profile data | The species, breed, age, weight and dietary preferences you choose to record for your animals | You, optionally |
| Device and technical data | Device model, operating system version, app version, language and region settings, IP address, and a device or installation identifier | Collected automatically by the app and our servers |
| Diagnostics and usage data | Crash reports, error logs, performance measurements, and which screens and features are used | Collected automatically through analytics and crash-reporting tools in the app |
| Notification data | Push notification tokens and your notification preferences | Your device, if you allow notifications |
| Communications data | Messages, calls and chats with customer service, the reason for contact, and how it was resolved | You, when you contact us |
| Marketing data | Your consents and opt-outs for email, SMS and push marketing | You |
We do not deliberately collect sensitive personal data β such as health, religious, or biometric data β and we ask you not to send it to us. Data about your pet is not sensitive personal data about you, but it is linked to your account, so we treat it with the same care.
Why we use your data, and our legal basis
Under the PDPL we must have a valid legal basis for every use of your personal data. The table sets out what we do, and why we are permitted to do it.
| What we use it for | Data used | Legal basis under the PDPL |
|---|---|---|
| Creating and managing your account | Account and contact data | Performance of a contract with you |
| Processing, delivering and invoicing your orders | Order, delivery, payment and contact data | Performance of a contract with you |
| Handling returns, refunds, complaints and customer service | Order, communications and payment data | Performance of a contract with you; compliance with a legal obligation |
| Confirming you are within a delivery area and completing an address | Delivery and location data | Performance of a contract with you; your consent for device location |
| Preventing, detecting and investigating fraud and misuse | Account, order, payment, device and technical data | Our legitimate interests in protecting our business and customers, and compliance with a legal obligation |
| Keeping the app stable, secure, and fixing faults | Device, technical and diagnostics data | Our legitimate interests in providing a working, secure service |
| Understanding how our services are used so we can improve them | Usage and diagnostics data | Our legitimate interests; your consent where required for analytics identifiers |
| Sending you marketing about offers and new products | Contact and marketing data, order history | Your consent, which you may withdraw at any time |
| Sending service messages β order confirmations, delivery updates, security alerts | Contact, order and notification data | Performance of a contract with you. These are not marketing and cannot be opted out of separately while you have an active order |
| Meeting tax, accounting, consumer protection and other legal duties | Order, payment and invoice data | Compliance with a legal obligation |
Where we rely on legitimate interests, we have considered whether our interest is overridden by your rights and freedoms, and we only proceed where it is not. You may object to that processing β see section 11.
App permissions, location and notifications
Our app asks for a small number of device permissions. Each one is optional, each is requested only when the feature that needs it is used, and each can be withdrawn at any time in your device settings.
- Location β used to check that your address is within a delivery area and to fill in a delivery address more quickly. Declining it means entering your address manually; nothing else stops working. We do not track your location in the background.
- Notifications β used to send order and delivery updates, and marketing messages if you have consented to those. You can turn notifications off entirely in your device settings, or turn off marketing notifications while keeping order updates.
- Camera and photo library β used only if you choose to attach a photo, for example to a return request or a product review.
Withdrawing a permission does not delete data already collected under it. To ask us to delete that data, see section 11.
Transfers outside the Kingdom
We aim to keep personal data within the Kingdom of Saudi Arabia wherever we reasonably can. Some of the providers described above operate infrastructure or support functions abroad, so a limited transfer outside the Kingdom may be necessary to run the service.
Where that happens, we only transfer data where the PDPL and the Regulations on Personal Data Transfer Outside the Kingdom permit it β that is, where the destination has been assessed as providing an adequate level of protection, or where we have put appropriate safeguards in place and carried out a risk assessment where one is required. A transfer never reduces the level of protection this policy promises you.
You can ask us for more detail about a specific transfer by writing to privacy@petmarket.sa.
How long we keep it
We keep personal data only for as long as we need it for the purpose it was collected for, or for as long as the law requires β whichever is longer. In practice:
| Data | Retention period |
|---|---|
| Account data | For as long as your account is open, and up to 12 months after you close it, so that the account can be restored if the closure was a mistake |
| Order, invoice and payment records | At least 10 years, as required by Saudi tax, VAT and commercial record-keeping rules |
| Customer service correspondence | Up to 3 years from the date the matter is closed |
| Diagnostics, crash and usage data | Up to 24 months, usually in aggregated or pseudonymised form |
| Marketing consents and opt-out records | For as long as needed to prove we respected your choice |
When a retention period ends we delete the data, or anonymise it so it can no longer be linked to you and is no longer personal data.
How we protect your data
We maintain organisational and technical measures appropriate to the risk, including encryption of data in transit, encryption of sensitive data at rest, access controls that limit staff access to what their role requires, secure password storage, logging and monitoring, and regular review of our providers' security.
No system is perfectly secure. If a personal data breach occurs that meets the notification threshold, we will notify the Saudi Data & Artificial Intelligence Authority (SDAIA) within the period required by the Regulations, and we will inform you directly where the breach is likely to cause you serious harm.
Children
Our services are intended for people aged 18 and over, and we do not knowingly collect personal data from children. If you believe a child has provided us with personal data, contact us at privacy@petmarket.sa and we will delete it.
Your rights under the PDPL
The PDPL gives you the following rights over your personal data:
- The right to be informed β to know the legal basis and purpose of the collection, and how your data is used. This policy is how we provide that.
- The right of access β to ask whether we hold personal data about you and to see it.
- The right to obtain a copy β to receive your personal data in a readable, portable format.
- The right to correction β to have inaccurate, incomplete or out-of-date data corrected or completed.
- The right to destruction β to ask us to delete personal data we no longer need for the purpose it was collected for. We may keep data the law requires us to retain, and we will tell you if that applies.
- The right to withdraw consent β where we rely on your consent, you may withdraw it at any time. Withdrawal does not affect processing that already took place while consent was valid.
- The right to object β to processing based on our legitimate interests, where your circumstances give you grounds to object.
To exercise any of these rights, write to privacy@petmarket.sa. You can also update much of your data yourself in the app, under your account settings. We may need to verify your identity before acting, which protects you from someone else making a request in your name.
We respond within 30 days of receiving a complete request. Where a request is complex we may extend that period, and we will tell you before the original 30 days expire. Exercising your rights is free; we may charge a reasonable fee only where a request is manifestly excessive or repetitive.
If you are not satisfied with how we have handled your request, you may complain to the Saudi Data & Artificial Intelligence Authority (SDAIA), the supervisory authority for personal data in the Kingdom. We would appreciate the chance to resolve it with you first.
Marketing and your choices
We send marketing messages only where you have consented to receive them. Every marketing email carries an unsubscribe link, every marketing SMS explains how to stop, and marketing push notifications can be switched off in your app or device settings.
Opting out of marketing does not stop service messages about an order you have placed β a delivery update is not marketing, and you need it.
Automated decision-making
We do not make decisions producing legal effects for you, or similarly significantly affecting you, solely by automated means.
We do use automated processing in two limited ways: to recommend products based on your order history and the pet profiles you have created, and to flag orders for manual review where our fraud checks find something unusual. A flagged order is always reviewed by a person before it is refused, and you can ask us to explain the outcome.
Changes to this policy
We update this policy when our services, our providers, or the law change. The current version is always the one on this page, and the date at the top tells you when it last changed.
If a change materially affects how we use your data, we will tell you directly β by email or through a notice in the app β before it takes effect, and we will ask for your consent again where the law requires it.
Contact us
For anything in this policy, including requests about your rights, contact our privacy team at privacy@petmarket.sa, or write to Ihtiyajat Company for Pets, Building No. 5076, Omar Ibn Abdulaziz Street, Rabwa District, Riyadh 12816, Kingdom of Saudi Arabia. For orders, deliveries and returns, support@petmarket.sa will reach the right team faster.