Privacy Policy

RehabVet Pte. Ltd. (“RehabVet”, “we”, “us”, or “our”) respects your privacy and is committed to protecting the personal data of our clients, website visitors and enquirers. This Privacy Policy (the “Policy”) describes how we collect, use, disclose, transfer, protect and retain personal data when you visit or use our website at rehabvet.com and our related online services, including our appointment booking page at rehabvet.com/appointment (collectively, the “Website”), and when you interact with our clinic.

This Policy should be read together with our Terms and Conditions and Website Disclaimer. By using the Website or providing your personal data to us, you acknowledge that you have read and understood this Policy.

The PDPA governs the collection, use and disclosure of individuals’ personal data by organisations in Singapore. As a data controller, RehabVet is responsible for the personal data in our possession or under our control. This Policy sets out how we comply with our obligations under the PDPA, including the Consent, Purpose Limitation, Notification, Access and Correction, Accuracy, Protection, Retention Limitation, Transfer Limitation and Accountability obligations.

“Personal data” means data, whether true or not, about an individual who can be identified from that data, or from that data and other information to which we have or are likely to have access. Examples include your name, contact details and other information described in this Policy. References to “you” include the pet owner or other individual whose personal data we handle.

Depending on how you interact with us, we may collect the following categories of personal data:

• Identity and contact data — your name, email address, telephone or mobile number, postal address and preferred method of contact.
• Pet and enquiry data — information about your animal (such as name, species, breed, age, weight, medical history and condition) and the content of your enquiries or messages to us.
• Booking and service data — appointment requests, appointment history, treatment and service details, and payment-related information processed for our services.
• Communications — records of your correspondence with us by web form, email, telephone, WhatsApp or social media.
• Technical and usage data — your IP address, device and browser type, operating system, referring pages, the pages you view, and how you use the Website, collected automatically through cookies and similar technologies (see Section 7).

We generally do not seek to collect special categories of information about you through the Website. Please provide only the personal data that is necessary for your enquiry. If you provide us with personal data about another individual (for example a co-owner or family member), you confirm that you are authorised to do so and that they consent to our handling of their personal data as described in this Policy.

We collect personal data:

• directly from you — when you complete a contact or enquiry form, request or attend an appointment, call or message us (including via WhatsApp), email us, or otherwise communicate with us or visit our clinic;
• automatically — when you use the Website, through cookies, tags and analytics technologies (see Section 7); and
• from third parties — such as referring veterinarians, or where you interact with our pages on third-party platforms (for example Google or social media).

We collect, use and disclose your personal data for purposes reasonable and appropriate in the circumstances, including to:

• respond to your enquiries and provide the information or assistance you request;
• arrange, confirm, manage and follow up on appointments and the veterinary rehabilitation services we provide;
• administer payments, invoices and our client records;
• operate, maintain, personalise, secure and improve the Website and our services;
• send you service-related communications, reminders and updates;
• with your consent where required, send you marketing about our services, offers and events;
• understand how the Website is used through analytics;
• maintain the safety and security of our clinic, systems and clients; and
• comply with applicable laws, regulations and lawful requests, and to establish, exercise or defend legal claims.

We will only use your personal data for the purposes for which it was collected, or for purposes directly related to them, unless we obtain your consent to use it for another purpose or such use is permitted or required by law.

By providing your personal data to us and using the Website, you consent to our collection, use and disclosure of your personal data in accordance with this Policy. In some circumstances, your consent may be deemed under the PDPA (for example, where you voluntarily provide data for an obvious purpose), or we may collect, use or disclose personal data without consent where permitted or required by law.

You may withdraw your consent to our continued collection, use or disclosure of your personal data for any purpose at any time by contacting our Data Protection Officer (see Section 15), giving reasonable notice. On receiving your request, we will inform you of the likely consequences of withdrawal. Please note that withdrawing consent may mean we are unable to continue providing certain services to you, and it does not affect our right to continue collecting, using or disclosing personal data where permitted or required by law.

The Website uses cookies and similar technologies (such as tags and pixels) to enable core functionality, remember your preferences, understand how visitors use the Website, and help us improve it. Cookies are small text files placed on your device when you visit a website.

We use the following types of technologies and third-party services:

• Google Analytics 4 (GA4) and Google Tag Manager — to collect analytics about Website traffic and usage in aggregated and pseudonymised form, helping us measure and improve performance.
• HubSpot — our customer relationship and marketing platform, which we use to manage enquiries and communications and which may set cookies to recognise returning visitors and measure engagement.
• Functional cookies — necessary for the Website and features such as forms and the booking portal to work.

You can control or delete cookies through your browser settings, and you can opt out of certain analytics tracking using tools such as the Google Analytics opt-out browser add-on. Blocking some cookies may affect how the Website functions. These third-party providers process data in accordance with their own privacy policies.

We do not sell your personal data. We may disclose your personal data, on a need-to-know basis, to:

• service providers and data intermediaries who process personal data on our behalf and under our instructions — for example website hosting, IT and cloud providers, our CRM and communications platform (HubSpot), analytics providers (Google), payment processors, and appointment/booking software;
• referring or collaborating veterinary professionals, where relevant to your animal’s care and appropriate in the circumstances;
• professional advisers such as auditors, lawyers and insurers;
• regulators, law enforcement, courts or government authorities, where required or permitted by law; and
• a successor entity in connection with a merger, acquisition, reorganisation or sale of assets.

Where we engage data intermediaries, we require them to protect personal data in a manner consistent with the PDPA and to use it only for the purposes for which it was disclosed.

Some of our service providers (for example cloud, analytics and CRM providers such as Google and HubSpot) may store or process personal data on servers located outside Singapore. Where we transfer personal data outside Singapore, we will take reasonable steps to ensure that the receiving party is bound by legally enforceable obligations to provide a standard of protection comparable to that required under the PDPA, so that your personal data continues to be protected.

Where we send you marketing or promotional messages to a Singapore telephone number by voice call, text or fax, we will comply with the Do Not Call (DNC) provisions of the PDPA. This means we will check the relevant DNC Registers before sending such messages unless you have given us clear and unambiguous consent to receive them, or another exception applies. You may opt out of receiving marketing messages from us at any time by using the unsubscribe option in our communications or by contacting our Data Protection Officer (see Section 15).

We make reasonable security arrangements to protect personal data in our possession or control against unauthorised access, collection, use, disclosure, copying, modification, disposal or similar risks. These measures include appropriate administrative, technical and physical safeguards, access controls and staff confidentiality. However, no method of transmission over the internet or method of electronic storage is completely secure, and we cannot guarantee absolute security. You are responsible for keeping any account credentials confidential.

We retain personal data only for as long as it is necessary to fulfil the purposes for which it was collected, or as required or permitted by applicable laws (for example tax, accounting, medical-record and other regulatory requirements). When personal data is no longer needed for any legal or business purpose, we will take reasonable steps to securely destroy it or anonymise it so that it can no longer be associated with you.

We rely on you to ensure that the personal data you provide is accurate, complete and up to date. Please notify us of any changes to your personal data, such as your contact details, so that we can continue to serve you and your animal effectively.

Subject to the PDPA, you have the right to:

• request access to the personal data we hold about you and information about how it has been or may have been used or disclosed within the past year; and
• request correction of any personal data that is inaccurate or incomplete.

To make an access or correction request, or to withdraw consent, please contact our Data Protection Officer (see Section 15). We may need to verify your identity before responding, and a reasonable fee may apply for an access request, in which case we will notify you in advance. We will respond to your request within the timeframes required under the PDPA. In certain circumstances we may be entitled to decline a request as permitted or required by law, and will let you know where this is the case.

If you have any questions, feedback or complaints about this Policy or how we handle your personal data, or if you wish to exercise your rights, please contact our Data Protection Officer:

• Data Protection Officer, RehabVet Pte. Ltd.
• 513 Serangoon Road, #01-01, Singapore 218154
• Email: hello@rehabvet.com
• Phone: +65 6291 6881
• WhatsApp: +65 8798 7554

We will endeavour to respond to your query as soon as reasonably practicable. If we are unable to resolve your concern, you may have the right to lodge a complaint with the Personal Data Protection Commission (PDPC) of Singapore.

The Website may contain links to third-party websites and services that are not operated by us. This Policy does not apply to those websites, and we are not responsible for their content or privacy practices. We encourage you to review the privacy policies of any third-party websites you visit.

The Website is intended for individuals aged 18 and above and is not directed at children. We do not knowingly collect personal data from children under 18 without appropriate parental or guardian consent. If you believe we have inadvertently collected personal data from a child, please contact our Data Protection Officer and we will take reasonable steps to delete it.

We may update this Policy from time to time to reflect changes in our practices, technology or legal requirements. When we do, we will revise the “Last updated” date above and publish the updated Policy on this page. Where changes are significant, we will take reasonable steps to notify you. Your continued use of the Website after any changes constitutes your acknowledgement of the updated Policy.

This Policy is governed by and construed in accordance with the laws of Singapore, and any disputes arising out of or in connection with it are subject to the exclusive jurisdiction of the courts of Singapore.