Privacy Policy

01Who We Are

Piyali Holdings operates PetSense.co.za as a pet-related information, advertising and lead-generation website. The Website helps South African pet owners request pet-insurance information, quotations or contact from relevant insurers, brokers, underwriting managers, call centres or their authorised representatives. It may also publish pet-related content or connect users with other pet-product or service providers.

For purposes of the Protection of Personal Information Act 4 of 2013 (“POPIA”), Piyali Holdings is the responsible party for personal information that it determines how and why to process. A third-party provider receiving your information may also act as a separate responsible party under its own privacy policy.

02Personal Information We May Collect

Depending on how you use the Website, we may collect:

• Identity and contact information, including your first name, surname, telephone number and email address.
• Pet information, including your pet’s name, type, breed, age, number of pets and other pet-related information supplied in a quote form or enquiry.
• Product and preference information, including your interest in pet insurance, particular cover options, benefits, payment preferences, pet products or related services.
• Enquiry and communication information, including form submissions, correspondence, contact-form messages, call outcomes, consent records, complaints and opt-out requests.
• Technical and usage information, including IP address, device identifiers, browser type, operating system, approximate location, referring page, pages visited, time spent, clicks, form interactions and conversion events.
• Advertising and analytics information, including campaign, source, medium, advertisement and tracking identifiers and information collected through cookies, pixels and similar technologies.
• Other information you voluntarily provide when communicating with us or completing a form.

Information about a pet is generally not personal information by itself, but it may form part of your personal information where it is linked to you or your household.

Please do not provide another person’s information unless you have their authority and have informed them that their information may be processed in accordance with this Privacy Policy.

03How We Collect Personal Information

We may collect personal information:

• directly from you when you complete a quote, unsubscribe or contact form, communicate with us, enter a promotion, or otherwise use the Website;
• automatically through cookies, pixels, server logs, analytics tools and similar technologies;
• from advertising platforms, referral partners, lead-processing partners or service providers where lawful;
• from insurers, brokers, underwriting managers or authorised representatives in connection with your enquiry, including lead, quote or sales status; and
• from publicly available or lawfully accessible sources where appropriate.

04Why We Process Your Personal Information

We may process personal information to:

• receive, verify and process your quote request or enquiry;
• match or refer your enquiry to one or more relevant pet-insurance providers, brokers, underwriting managers, call centres or authorised representatives;
• enable those parties to contact you and assess your requirements or eligibility;
• contact you about your enquiry or related pet-insurance, pet-care, pet-product or pet-service offerings, where permitted;
• administer a competition or promotion and communicate with entrants or winners under the applicable competition terms;
• record and manage your consent, communication preferences and opt-out requests;
• respond to questions, complaints or privacy requests;
• operate, maintain, troubleshoot, secure and improve the Website and forms;
• publish and improve pet-related content and understand user interests;
• measure leads, conversions and advertising performance;
• prevent fraud, spam, abuse, security incidents or unlawful activity;
• comply with legal, regulatory, accounting and record-keeping obligations; and
• establish, exercise or defend legal rights.

We may create aggregated or de-identified information for reporting, analytics and business planning. Properly de-identified information will not be used to identify you.

05Legal Grounds for Processing

We process personal information only where permitted by applicable law. Depending on the circumstances, processing may be based on:

• your consent;
• steps necessary to respond to your request or enquiry;
• compliance with a legal obligation;
• our legitimate interests or those of a third party, provided that your privacy rights do not override those interests; or
• another lawful ground recognised by POPIA.

You may withdraw consent at any time, but this will not affect processing that was lawful before the withdrawal.

06Quote Requests and Sharing With Providers

When you submit a pet-insurance quote request, you instruct and consent to us sharing the information in your form with one or more relevant insurers, brokers, underwriting managers, call centres, authorised representatives or lead-processing partners so that they may contact you about a quotation or related services.

The recipient may contact you by telephone, email, SMS, WhatsApp, automated systems or another reasonable communication channel, depending on the information you provide and applicable law.

Once your information has been shared, the recipient may process it as a separate responsible party under its own privacy policy and legal obligations. We encourage you to request and review that policy. To stop communications from a recipient, you may need to opt out directly with it as well as with us.

07Marketing Communications

Where permitted by law or where you have consented, we or relevant third parties may contact you about your enquiry and related pet-insurance, pet-care, pet-product or pet-service offerings.

You may opt out of marketing at any time by:

• using the unsubscribe or opt-out method included in a communication;
• telling the caller or sender that you no longer wish to be contacted;
• using the unsubscribe facility linked on the Website; or
• emailing info@petsense.co.za or info@ldma.io.

Opting out of marketing does not necessarily prevent service or administrative communications relating to an active enquiry, policy or promotion. If your details have already been shared with a third party, you may also need to opt out directly with that party.

08Cookies, Analytics and Advertising

The Website may use cookies, pixels, tags, local storage, server logs and similar technologies supplied by us or by third parties such as Google, Meta and other analytics, advertising, hosting or technology providers.

They may be used to:

• keep the Website and forms functioning;
• remember preferences;
• understand how visitors use the Website;
• measure traffic, enquiries and conversions;
• attribute enquiries to advertising campaigns;
• improve and optimise advertising; and
• build or reach relevant advertising audiences where permitted.

You can manage cookies through your browser settings and, where available, the Website’s cookie controls. Blocking cookies may affect Website functionality. Third-party platforms are also governed by their own privacy policies and settings.

09Who We May Share Information With

We may share personal information, where lawful and reasonably necessary, with:

• insurers, brokers, underwriting managers, call centres and authorised representatives relevant to your enquiry;
• lead-processing, verification and referral partners;
• pet-product or pet-service providers relevant to an enquiry or consent you have provided;
• service providers assisting with competitions or promotions;
• website hosting, form, database, cloud, communications, IT-support and cybersecurity providers;
• analytics, advertising and conversion-measurement providers;
• professional advisers, auditors and consultants;
• regulators, law-enforcement agencies, courts or public authorities when required by law; and
• a buyer, investor, successor or adviser in connection with an actual or proposed corporate transaction, subject to appropriate safeguards.

Our service providers may process information only for authorised purposes and are expected to protect it appropriately. We do not sell your personal information as a standalone consumer database to unauthorised third parties. We may, however, receive a lead, referral, marketing, affiliate or other commercial fee in connection with a lawful referral.

10Cross-Border Processing

Some service providers or technology platforms may process or store personal information outside South Africa. Where personal information is transferred across borders, we will take reasonable steps to ensure compliance with POPIA, including by relying on adequate legal protection, contractual safeguards, consent where appropriate, or another lawful basis.

11Retention

We retain personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy, to comply with legal and regulatory obligations, resolve disputes, maintain consent and opt-out records, administer promotions, or establish or defend legal claims.

Retention periods may differ according to the type of information and applicable law. When information is no longer required, we will delete, destroy or de-identify it where reasonably practicable and legally permitted.

12Security

We use reasonable technical and organisational safeguards designed to protect personal information against loss, misuse, unauthorised access, alteration or disclosure. No internet transmission, electronic storage system or security measure is completely secure, so we cannot guarantee absolute security.

If a security compromise involving personal information occurs, we will take appropriate steps and make notifications as required by applicable law.

13Your Rights

Subject to POPIA and other applicable law, you may have the right to:

• ask whether we hold personal information about you;
• request access to personal information we hold about you;
• request correction or updating of inaccurate, incomplete, excessive, misleading or outdated information;
• request deletion or destruction where we are no longer authorised to retain the information;
• object to certain processing;
• withdraw consent;
• object to direct marketing or opt out of marketing communications;
• request information about third parties or categories of third parties to whom your information has been disclosed; and
• lodge a complaint with the Information Regulator (South Africa).

We may need to verify your identity before responding. Some rights are subject to lawful limitations, and certain records may need to be retained despite a deletion request.

14Children’s Information

The Website’s insurance-enquiry facilities are intended for adults. We do not knowingly collect personal information from children without the consent of a competent person or another lawful basis. If you believe a child has unlawfully submitted personal information, contact us so that we can investigate and take appropriate action.

15Pet Health and Sensitive Information

Please do not use general contact or comment facilities to submit unnecessary medical information about yourself or another person. Information about an animal’s health may be requested by a provider for underwriting or claims purposes and will then be processed under that provider’s privacy policy and legal obligations.

16Third-Party Websites

The Website may link to third-party websites, applications, provider pages, online stores, social-media platforms or policy documents. We do not control their privacy practices and are not responsible for their content, security or handling of personal information. Review the relevant third party’s privacy policy before providing information to it.

17Changes to This Privacy Policy

We may update this Privacy Policy from time to time. The updated version will be posted on this page with a revised effective date. Material changes may also be communicated by another reasonable method where required.