Privacy Policy

Welcome to Pearl Lemon Pets Canada (“we,” “our,” or “us”). We respect your privacy and are committed to protecting your personal information. This Privacy Policy explains how we collect, use, store, and share data when you interact with our website (www.pearllemonpets.ca), our services, and our communications.

By using our website or engaging our pet relocation services, you agree to the practices outlined in this policy. If you do not agree with this Privacy Policy, please discontinue use of our website and services.

1. About Pearl Lemon Pets Canada

Pearl Lemon Pets Canada is part of the Pearl Lemon Group, a global organization offering professional pet relocation services from Canada to Europe. We handle pet transport logistics, CFIA documentation, customs compliance, and related communication with clients and partners.

Our privacy commitments reflect our values of care, responsibility, and transparency. We collect only the information necessary to operate our services efficiently and to maintain the security and compliance of every client’s data.

2. Scope of This Privacy Policy

This Privacy Policy applies to all data collected through:

Our website (www.pearllemonpets.ca)
Online contact forms, quote requests, and email communications
Phone calls, live chats, or social media interactions
Pet relocation documents and client submissions
Vendor and partner communications related to our services

It covers both personal information (data that identifies an individual) and non-personal information (aggregated or anonymized data that does not identify an individual).

This policy does not apply to third-party websites, platforms, or service providers that may be linked to our website.

3. Information We Collect

We collect information to provide reliable, secure, and compliant pet relocation services. The information we collect may include:

a. Personal Information

When you request a quote, book a service, or communicate with us, we may collect:

Full name
Email address
Phone number
Physical address (pickup and delivery)
Payment details (via secure third-party payment processors)
Identification or authorization forms required for customs
Travel dates, routes, and related itinerary information

b. Pet Information

As a pet relocation company, we require details about your animal to ensure regulatory and welfare compliance:

Pet name, species, breed, gender, and age
Vaccination and medical history
Microchip number
Travel crate dimensions and condition
Behavioural or special care notes

c. Technical and Usage Data

When you visit our website, we automatically collect certain information through cookies and analytics tools, such as:

IP address and device type
Browser type and version
Geographic location (city, region, country)
Pages viewed and time spent on the site
Referring website or search query

This helps us understand visitor behaviour, improve our site’s functionality, and optimize user experience.

4. How We Collect Information

We collect data in the following ways:

Directly from you — via online forms, emails, phone calls, and service inquiries.
Automatically — through cookies, analytics tools, and tracking technologies.
From third parties — including airlines, veterinarians, customs brokers, and CFIA officials involved in pet relocation logistics.
From payment processors — for billing and transaction verification, handled through encrypted, PCI-compliant gateways.

5. Why We Collect Information

We collect and process your information for legitimate business purposes, including:

To provide pet transport and relocation services between Canada and Europe.
To issue quotes, contracts, and invoices.
To manage CFIA, airline, and customs documentation.
To verify identity and prevent fraud.
To maintain communication throughout the relocation process.
To comply with Canadian, EU, and international import/export regulations.
To improve our website, services, and customer experience.
To send relevant updates, service notifications, or promotional content (only with your consent).

6. Legal Basis for Processing (PIPEDA & GDPR)

Under Canadian law (PIPEDA) and European GDPR, we collect and process data based on one or more of the following legal grounds:

Consent: When you voluntarily provide data for service inquiries or form submissions.
Contractual necessity: When processing is required to deliver services or perform an agreement.
Legal obligation: When required by Canadian or EU authorities for customs, CFIA, or import/export compliance.
Legitimate interests: For operational purposes such as improving our website or ensuring security.

You may withdraw your consent at any time by contacting us at privacy@pearllemonpets.ca, subject to legal or contractual restrictions.

7. How We Use Your Information

We use collected data to ensure safe, efficient, and transparent service delivery. Specifically, we may:

Process relocation requests and manage communication throughout the journey.
Handle documentation and coordination with CFIA, airlines, and customs authorities.
Provide customer support and respond to inquiries.
Send confirmations, invoices, and travel updates.
Analyze site traffic and improve user experience.
Prevent fraud or unauthorized access.
Maintain compliance with applicable laws and regulations.

We do not sell, rent, or trade your information to third parties for commercial gain.

8. How We Store and Protect Data

We use strong physical, technical, and administrative security measures to protect personal data from loss, misuse, or unauthorized access. These include:

Encrypted databases and secure cloud storage solutions.
HTTPS encryption across all website pages.
Role-based access control for employees.
Regular data security audits and system updates.
Password-protected internal systems.

Personal data is stored only as long as necessary to fulfill service obligations or meet legal retention requirements. After that period, information is securely deleted or anonymized.

9. Sharing of Information

We may share personal and pet-related information with trusted third parties only when necessary to complete your relocation, including:

Airlines and cargo agents for flight coordination.
CFIA and customs authorities for regulatory compliance.
Veterinarians and pet care professionals for health documentation.
Partner logistics companies for delivery coordination.
Payment processors for secure billing.

All partners are carefully vetted to ensure compliance with PIPEDA, GDPR, and IATA Live Animal Regulations. We never authorize third parties to use your data for marketing or unrelated purposes.

10. Data Retention Policy

We retain data only for as long as needed to fulfill our contractual obligations or meet legal and regulatory requirements. Retention periods include:

Client and transaction records: up to 7 years for tax and audit compliance.
Pet health and relocation documentation: up to 3 years after service completion.
Marketing consent data: retained until consent is withdrawn.

After these periods, data is permanently deleted using secure, industry-approved methods.

11. Cookies and Tracking Technologies

Our website uses cookies and analytics to improve user experience and understand visitor interactions.

Types of Cookies Used:

Essential cookies: Required for website functionality.
Performance cookies: Measure traffic and site performance.
Preference cookies: Remember user settings such as language or location.
Analytics cookies: Used by tools like Google Analytics to collect usage data.

You can manage or disable cookies through your browser settings. However, disabling cookies may affect some website functionality.

12. International Data Transfers

Because we operate internationally, your data may be transferred between Canada, the European Union, and other countries where our partners operate. All such transfers comply with PIPEDA and GDPR standards, ensuring appropriate safeguards such as:

Encrypted transmission of data
Standard Contractual Clauses (SCCs) for EU partners
Privacy Shield–equivalent protections

By using our services, you consent to such transfers in accordance with this Privacy Policy.

13. Your Rights Under PIPEDA and GDPR

Depending on your location, you may have certain rights over your personal information, including:

Right to Access: Request a copy of your personal data.
Right to Correction: Request updates or corrections to inaccurate data.
Right to Erasure (“Right to be Forgotten”): Request deletion of your personal data.
Right to Restrict Processing: Limit how we use your information.
Right to Data Portability: Receive your data in a structured, machine-readable format.
Right to Withdraw Consent: Opt out of marketing or data processing at any time.

Requests can be made via email at privacy@pearllemonpets.ca. We will respond within 30 days in compliance with PIPEDA and GDPR requirements.

14. Third-Party Links and Services

Our website may include links to third-party websites such as airlines, partners, or affiliates. We do not control or take responsibility for the privacy practices of these external sites. We encourage users to review the privacy policies of any third-party platforms they visit.

15. Children’s Privacy

Our services are not directed toward children under the age of 16. We do not knowingly collect or store personal information from minors. If we become aware that a child’s information has been provided without parental consent, it will be deleted immediately.

16. Marketing and Communication Preferences

We may send promotional emails or newsletters about our services, offers, or updates — but only if you have explicitly opted in.

You can unsubscribe anytime by clicking the “unsubscribe” link in our emails or contacting us at privacy@pearllemonpets.ca. Opting out of marketing communications will not affect essential service-related correspondence.

17. Updates to This Privacy Policy

We may update this Privacy Policy periodically to reflect changes in regulations, technology, or company operations. The revised version will be posted on this page with an updated “Effective Date.”

We encourage users to review this policy regularly. Continued use of our website or services after updates constitutes acceptance of the revised policy.

18. Contact Information

For questions, concerns, or data access requests related to this Privacy Policy, please contact us at:

Pearl Lemon Pets Canada
Email: privacy@pearllemonpets.ca
Website: www.pearllemonpets.ca
Address: Toronto, Ontario, Canada

If you are not satisfied with our response, you may contact the Office of the Privacy Commissioner of Canada (OPC) or your local data protection authority within the European Union.

19. Acceptance of This Policy

By using www.pearllemonpets.ca, submitting forms, or engaging our relocation services, you acknowledge that you have read, understood, and agreed to this Privacy Policy and our data handling practices.

Your trust matters to us — and protecting your personal information is as important as caring for the pets we relocate.