Privacy Policy

1.1This Privacy Policy explains how MYLOVEISBACK PTE. LTD. (UEN: 202621676E), a company incorporated in the Republic of Singapore with its registered office at 8 Marina View, #11-11, Asia Square Tower 1, Singapore 018960 (“we”, “us” or “our”), collects, uses, discloses, transfers and otherwise processes personal data when you access or use our website at www.myloveisback.com (the “Website”), place an order for our products, use our Companion Application, or otherwise interact with us.

1.2This Privacy Policy is issued in accordance with the Personal Data Protection Act 2012 of Singapore (the “PDPA”), and forms part of our Terms of Use and any sale agreement entered into between you and us. Capitalised terms used but not defined in this Privacy Policy have the meanings given to them in the Terms of Use.

1.3By using the Website, placing an Order, or providing personal data to us, you consent to the collection, use, disclosure and other processing of your personal data in accordance with this Privacy Policy. If you do not agree, please do not use the Website or provide personal data to us.

1.4We may update this Privacy Policy from time to time. The updated version will take effect from the date of posting on the Website. Where the update materially affects your rights, we will provide reasonable notice through the Website or to your registered email address.

2.1We collect personal data that you provide to us directly, including:

1. (a)identification and contact information (name, NRIC/passport number where required, nationality, billing and delivery addresses, telephone number, email address);
2. (b)Account information (username, password, account preferences);
3. (c)Order and transaction information (Products ordered, custom personalisation details, payment details processed by our payment service providers, delivery information);
4. (d)communications you send us (customer service enquiries, warranty claims, feedback, reviews); and
5. (e)images, video and other content you upload through the Website or the Companion Application, including images, video or biometric data of your companion animal, which may be associated with you.

2.2We also collect personal data automatically when you access the Website, including:

1. (a)device and technical information (IP address, browser type, operating system, device identifiers, language preferences);
2. (b)usage information (pages visited, time spent, click-through data, referring URLs); and
3. (c)location information (derived from IP address).

2.3We may also receive personal data from third parties, including payment service providers, fraud-prevention service providers, logistics and delivery partners, and analytics providers, to the extent permitted by applicable law.

3.1We collect, use and disclose personal data for the following purposes (the “Purposes”):

1. (a)to process and fulfil your Orders, including delivery, payment processing, customs clearance, and after-sales support;
2. (b)to operate, maintain and improve the Website, the Products and the Companion Application;
3. (c)to verify your identity and prevent fraud, money-laundering and other unlawful activities;
4. (d)to manage your Account and authenticate your access to the Website and the Companion Application;
5. (e)to provide customer service, respond to enquiries, and process warranty claims and returns;
6. (f)to send you transactional communications (Order confirmations, delivery updates, warranty notifications);
7. (g)with your separate consent where required, to send you marketing communications about our Products and services;
8. (h)to comply with applicable laws, regulations, court orders, and lawful requests by public authorities;
9. (i)to enforce our Terms of Use, the Sale Agreement and other applicable terms, and to protect our rights, property or safety, and those of our users and the public; and
10. (j)for any other purpose for which you have given consent or which is permitted under the PDPA.

3.2We will not use your personal data for any purpose other than the Purposes set out above, unless we have obtained your further consent or unless the use is otherwise permitted or required by law.

4.1We may disclose your personal data to the following categories of recipients for the Purposes set out in Clause 3:

1. (a)our affiliates and related entities;
2. (b)our service providers and contractors (including payment processors, fraud-prevention providers, logistics and delivery partners, cloud-hosting providers, IT service providers, customer-service platforms, analytics providers, and marketing service providers);
3. (c)our manufacturing partners, including in the People’s Republic of China, who require access to your personal data in order to manufacture and ship the Product;
4. (d)professional advisers (lawyers, auditors, accountants, insurers);
5. (e)government authorities, regulators, courts and law-enforcement agencies, where required by law or in connection with the enforcement of our rights; and
6. (f)any actual or proposed purchaser, transferee or merger party in connection with a corporate transaction (including any due diligence).

4.2We require our service providers to process personal data only in accordance with our instructions and to maintain appropriate technical and organisational security measures.

5.1Your personal data may be transferred to, stored and processed in jurisdictions outside Singapore, including the People’s Republic of China (where our manufacturing operations are based) and the jurisdictions of our service providers.

5.2Where personal data is transferred outside Singapore, we will take reasonable steps to ensure that the recipient is bound by legally enforceable obligations to provide a standard of protection in respect of the transferred personal data that is at least comparable to that under the PDPA. Such steps may include the use of contractual provisions (such as data transfer agreements incorporating standard contractual clauses) or reliance on the recipient’s certifications or binding corporate rules.

6.1The Website uses cookies and similar technologies (such as web beacons and pixel tags) to distinguish you from other users, remember your preferences, analyse traffic, and deliver targeted advertising. We use the following categories of cookies:

1. (a)strictly necessary cookies, which are essential for the operation of the Website;
2. (b)performance and analytics cookies, which collect anonymous information about how visitors use the Website;
3. (c)functionality cookies, which remember your preferences; and
4. (d)advertising and targeting cookies, which are used to deliver advertisements relevant to you.

6.2You may control or disable cookies through your browser settings. However, if you disable cookies, some features of the Website may not function properly.

7.1We will retain your personal data only for as long as is necessary to fulfil the Purposes for which it was collected, or as required or permitted by applicable law. The retention periods we apply depend on the type of data and the purpose of the processing, and take into account: (a) the duration of our customer relationship with you; (b) the duration of the Warranty Period and any extended service obligations; (c) any legal, accounting, tax or regulatory retention requirements; and (d) the limitation periods applicable to potential legal claims.

7.2Where personal data is no longer required for any business or legal purpose, we will take reasonable steps to anonymise or securely destroy the data in accordance with our internal policies.

8.1We implement reasonable technical, administrative and physical security measures designed to protect personal data against unauthorised access, collection, use, disclosure, copying, modification, disposal or similar risks. Such measures include, where appropriate, access controls, encryption in transit, secure data storage, and staff training.

8.2Notwithstanding our security measures, no method of transmission over the internet or method of electronic storage is completely secure. We cannot guarantee absolute security of personal data.

9.1Where you have provided us with your contact details and have given your consent (whether by ticking a marketing opt-in box at the point of registration or checkout, or by other clear affirmative action), we may send you marketing communications about our Products, services, offers and promotions by email, SMS, push notification, voice call or other electronic means. We will process such consent in accordance with the marketing and electronic communications laws applicable to you.

9.2Where you have provided your Singapore telephone number to us, by submitting the relevant form or registering your Account you provide your clear and unambiguous consent in evidential form for us (and our authorised service providers) to send you marketing messages to your Singapore telephone number via voice calls, text messages and faxes, despite any registration of that number with the Do Not Call Registry maintained under the PDPA.

10.1The Website and the Products are not intended for use by individuals under the age of 18. We do not knowingly collect personal data from minors without the consent of a parent or legal guardian. If you become aware that a minor has provided personal data to us without such consent, please contact us using the details in Clause 12 and we will take appropriate steps to delete the data.

11.1The Website may contain links to third-party websites, applications or services. This Privacy Policy applies only to the Website and our Products and services. We are not responsible for the privacy practices of any third party, and we encourage you to read the privacy policies of any third-party websites or services that you visit.

12.1We have appointed a Data Protection Officer in accordance with the PDPA. If you have any questions, comments or complaints about this Privacy Policy or our processing of your personal data, or if you wish to exercise any of your rights under Clause 9, please contact our Data Protection Officer at:

13.1This Privacy Policy shall be governed by and construed in accordance with the laws of the Republic of Singapore.