Privacy Policy.

Who we are

Animal Uplift and Rehabilitation Abode Pte Ltd (“AURA”, “we”, “us”, “our”) operates auraanimalrehab.com and provides animal rehabilitation services at 57 Jalan Tua Kong, Singapore. We are committed to protecting your personal data and handling it in line with Singapore’s Personal Data Protection Act 2012 (PDPA), as amended.

This Privacy Policy explains what personal data we collect from you, why we collect it, how we use and share it, how long we keep it, and the rights you have over it.

What personal data we collect

When you enquire, book a session, visit our facility, or use our website, we may collect:

• Identity and contact data: your name, email address, mobile number, and where relevant, postal address.
• Animal data: your pet’s name, species, breed, age, weight, medical history, recent surgeries, current medications, behavioural notes, and referring vet details.
• Visit and clinical data: appointment dates, services received, session notes, gait observations, and photos or video taken during treatment where you have consented.
• Payment data: transaction records. We do not store card numbers. Payments are processed by third-party gateways such as Stripe or local bank PayNow.
• Website usage data: IP address, browser type, device type, pages visited, time on site, and referring URL. Collected through Google Analytics 4 with anonymised IP, only after you accept analytics in our cookie banner.
• Communication data: WhatsApp messages, emails, voicemails, and contact form submissions you send us.

Why we collect it

We collect personal data only for purposes we have told you about and you have consented to. Those purposes are:

• To provide rehabilitation services to your animal
• To coordinate care with your referring veterinary surgeon
• To communicate with you about bookings, results, and follow-up
• To send appointment reminders and structured clinical reports
• To process payments and maintain accounting records
• To respond to enquiries you make
• To improve our services, facility, and website
• To meet legal, tax, and regulatory obligations in Singapore

We do not collect more data than we need for these purposes.

Consent under the PDPA

Under section 13 of the PDPA, organisations may collect, use, and disclose personal data with your consent. By enquiring, booking an appointment, or using our website, you consent to the practices described in this policy.

In limited cases, the PDPA allows us to handle data without explicit consent. Examples include where collection is clearly in your interests and consent cannot be obtained in time, where we need to respond to a genuine emergency that threatens life or health, or where disclosure is required by law.

You may withdraw consent at any time by emailing our Data Protection Officer (see the contact block below). We will tell you in plain language what this means in practice. In most cases, withdrawing consent means we can no longer continue to provide ongoing care for your animal.

When we share with third parties

We share your personal data only with:

• Your referring vet or other treating veterinary professionals, with your consent, to coordinate care for your animal.
• Service providers that help us operate, including payment gateways, email and SMS providers, accounting software, cloud hosting, and customer support tools. Each is contractually bound to protect your data and use it only for the service they provide to us.
• Professional advisers such as our auditors, accountants, and lawyers where reasonably necessary.
• Government agencies where required by Singapore law, court order, or to investigate suspected fraud or abuse.

We do not sell, rent, or trade your personal data.

Overseas transfer of data

Some of our service providers are based outside Singapore. Examples include cloud email and hosting providers. Where we transfer personal data overseas, we ensure the recipient is bound to protect that data to a standard comparable to the PDPA, as required by section 26 of the Act, through contractual clauses or by relying on recognised data protection frameworks.

How long we keep your data

We keep personal data only for as long as necessary for the purpose it was collected, plus any retention period required by Singapore law:

• Client and clinical records: 7 years after the last treatment, then deleted or anonymised.
• Payment and tax records: 5 years from the transaction date, in line with the Income Tax Act and the Goods and Services Tax Act.
• Marketing communications data: until you unsubscribe, then up to 12 months for audit purposes.
• Website analytics: 26 months, the Google Analytics 4 default.

How we protect your data

We protect personal data with reasonable physical, administrative, and technical safeguards:

• HTTPS encryption across the website
• Access controls on internal systems, with staff access limited to roles that require it
• Regular review of who has access to what
• Staff trained on PDPA obligations and safe data handling

No system is perfectly secure. If a data breach occurs that is likely to cause significant harm, or affects 500 or more individuals, we will notify the Personal Data Protection Commission of Singapore and affected individuals within the timeframes required by the PDPA’s data breach notification obligation.

Cookies and analytics

Our website uses:

• One essential first-party cookie that remembers your cookie preference. It contains no personal information and is set only after you make a choice in the cookie banner.
• Google Analytics 4 with anonymised IP, loaded only after you accept analytics. We use it to understand which pages help visitors and where the site needs improvement.

You can decline analytics at any time by clearing your cookies or by blocking cookies in your browser settings. If you decline, the website still works fully.

Marketing communications

We send two kinds of messages, and they are treated differently under the PDPA.

Transactional messages include appointment reminders, follow-up care notes, structured clinical reports, payment confirmations, and changes to bookings. These are necessary to provide the service you have booked and do not require separate marketing consent.

Marketing messages include newsletters, service promotions, blog updates, and announcements about events or new services. For these we will:

• Ask for a separate opt-in before adding you to any marketing list
• Use clear language about what you are signing up for
• Include an unsubscribe link or instruction in every marketing message
• Check the Singapore Do Not Call Registry before any voice, SMS, or fax marketing, in line with the PDPA’s DNC provisions

You may opt out of marketing at any time by clicking unsubscribe in an email, replying STOP to a marketing SMS, or emailing woof@auraanimalrehab.com. Opting out of marketing has no effect on transactional messages about your bookings.

Photography and media during treatment

We sometimes photograph or briefly film treatment sessions for use on our website, social media accounts, care reports for your vet, or training materials.

• We always ask first.
• You may say no, and your decision has no effect on the care your animal receives.
• You may withdraw consent later by emailing our Data Protection Officer. We will remove material from channels we control. Printed material already distributed cannot always be recalled.

Your rights under the PDPA

You have the right to:

• Access the personal data we hold about you and how it has been used (section 21).
• Correct any error or omission in that data (section 22).
• Withdraw consent for further collection, use, or disclosure (section 16).
• Complain if you believe we have handled your data wrongly.

To exercise any of these rights, email our Data Protection Officer at the address below. We will respond within 30 days. We may charge a reasonable fee for access requests where the work involved is significant. You will be told the fee before any work is started or charge is incurred.

If you are not satisfied with our response, you may escalate the matter to the Personal Data Protection Commission of Singapore at pdpc.gov.sg.

Updates to this policy

We may update this Privacy Policy from time to time. The “Effective” date at the top of the page will change when we do. For material changes that affect how we handle your data, we will notify clients by email and post a notice on the homepage.

Contact our Data Protection Officer

For any privacy-related question, request, or complaint, please contact our Data Protection Officer: