Security and Privacy Policy
PLEASE READ THIS SECURITY AND PRIVACY POLICY CAREFULLY BEFORE USING THE LICK LAB WEBSITE, ONLINE STORE, PRODUCTS, SERVICES, NEWSLETTERS, CUSTOMER SUPPORT CHANNELS, OR RELATED PLATFORMS.
This Security and Privacy Policy ("Policy") explains how The Lick Lab Pte. Ltd. ("The Lick Lab", "we", "us" or "our") collects, uses, stores, protects, and discloses personal data and related information when you access or use our website, online store, products, services, newsletters, community activities, customer service channels, digital content, events, promotions, consultations, and related offerings (collectively, the "Products and Services").
1. Scope
This Policy applies to personal data collected through or in connection with our Products and Services, including when you browse our website, place an order, purchase or receive products, enquire about services, subscribe to our emails, contact customer support, submit reviews, participate in promotions, attend events, request product guidance, or otherwise interact with us.
This Policy does not apply to third-party websites, platforms, payment gateways, social networks, marketplaces, or services that may be linked from or used together with our Products and Services and are governed by their own policies.
2. Information we collect
We may collect the following categories of information:
Identity and contact data, such as your name, email address, telephone number, delivery address, billing address, and account login details.
Transaction data, such as order details, purchase history, delivery information, payment status, refunds, exchanges, subscriptions, and communications relating to your purchases or use of our services.
Pet-related information, such as your pet’s name, species, age, size, feeding preferences, allergies, or wellness concerns, if you voluntarily provide such information to support product recommendations, service interactions, customer support, or educational guidance.
Marketing and communications data, such as newsletter preferences, promotional participation, survey responses, event participation, reviews, and social engagement.
Technical and usage data, such as IP address, browser type, device information, operating system, approximate location, website pages viewed, timestamps, referral sources, clicks, and cookie-related data.
User-submitted content, such as photographs, testimonials, reviews, comments, feedback, and other content you choose to send to us.
3. How we collect information
We may collect information:
directly from you when you create an account, place an order, make a purchase, request a service, fill in forms, subscribe, contact us, or otherwise communicate with us;
automatically through cookies, analytics tools, pixels, logs, and similar technologies when you access or use our Products and Services; and
from third parties such as payment processors, delivery partners, e-commerce platforms, analytics providers, advertising platforms, customer support tools, marketplace operators, and social media channels.
4. How we use information
We may use your information for the following purposes:
to operate, maintain, supply, deliver, and improve our Products and Services;
to process orders, payments, shipments, returns, refunds, exchanges, bookings, enquiries, and customer support requests;
to communicate with you about your account, orders, subscriptions, product updates, service updates, promotions, or customer service matters;
to personalise website content, educational materials, service interactions, and product recommendations based on your interactions with us;
to analyse website traffic, customer behaviour, campaign performance, product interest, and service engagement;
to administer surveys, contests, promotions, launches, waitlists, consultations, and community engagement activities;
to detect, prevent, investigate, or respond to fraud, abuse, security incidents, or unlawful conduct; and
to comply with legal obligations and enforce our legal rights.
5. Legal basis and consent
Where applicable under Singapore law or other mandatory laws, we will collect, use, and disclose personal data only where we have a valid legal basis to do so. This may include your consent, the need to perform a contract with you, our legitimate business interests, compliance with legal obligations, or protection against misuse and security threats.
Where consent is required, you may withdraw it at any time, subject to legal or contractual restrictions and reasonable notice.
6. Cookies and similar technologies
We may use cookies, pixels, tags, SDKs, session replay tools, and similar technologies to remember your preferences, keep you logged in, analyse website traffic, improve site performance, measure campaign effectiveness, and support advertising or remarketing in relation to our Products and Services.
7. Disclosure of information
We may disclose personal data or related information to:
payment processors and payment service providers;
logistics, warehousing, fulfilment, and delivery partners;
website hosting, cloud storage, analytics, marketing, CRM, customer support, and e-commerce service providers;
professional advisers such as lawyers, auditors, insurers, and accountants;
regulators, law enforcement, courts, or public authorities where required by law or necessary to protect rights, safety, or property; and
business transferees or counterparties in connection with a proposed or completed merger, acquisition, restructuring, asset sale, or financing transaction.
We do not sell your personal data to third-party marketers for their own direct marketing purposes unless expressly stated and permitted by applicable law.
8. Data storage and cross-border transfers
Your information may be stored or processed in Singapore or in other jurisdictions where our service providers or infrastructure providers operate. If we transfer personal data outside Singapore, we will take reasonable steps to ensure that the recipient provides a standard of protection comparable to that required under applicable Singapore data protection law.
Where necessary, this may include contractual safeguards, access controls, provider due diligence, and internal policies.
9. Security measures
We implement reasonable administrative, technical, and organisational safeguards designed to protect personal data and related information from unauthorised access, collection, use, disclosure, copying, modification, disposal, or similar risks. Depending on our systems and service providers, these measures may include:
secure hosting environments and managed infrastructure;
encryption in transit and, where supported, encryption at rest;
access controls, password protections, and role-based permissions;
multi-factor authentication for internal administrative access where implemented;
logging, monitoring, and incident response procedures;
restricted access to customer information on a need-to-know basis; and
backup, recovery, and vendor management practices.
10. No absolute security guarantee
While we take reasonable steps to protect information, no method of internet transmission, electronic storage, or online service is completely secure. Accordingly, we cannot guarantee absolute security of any information transmitted to or stored through our Products and Services.
You are responsible for maintaining the confidentiality of your passwords and for using secure devices, networks, and practices when interacting with our Products and Services.
11. Marketing communications
We may send you newsletters, launch announcements, educational content, event updates, product information, service updates, or promotional messages where permitted by law or where you have requested or consented to receive them. You may opt out of marketing emails at any time by using the unsubscribe link in the message or by contacting us directly.
12. Retention
We retain personal data only for as long as reasonably necessary to fulfil the purposes for which it was collected, including for business, contractual, legal, accounting, tax, fraud-prevention, dispute-resolution, and enforcement purposes connected with our Products and Services.
When personal data is no longer needed, we will take reasonable steps to delete, anonymise, or securely dispose of it, subject to applicable legal and operational requirements.
13. Your rights and choices
Subject to applicable law, you may have rights to:
request access to personal data we hold about you;
request correction of inaccurate or incomplete personal data;
withdraw consent where processing is based on consent;
request deletion of certain personal data, where legally permitted;
object to or restrict certain processing in some circumstances; and
opt out of direct marketing communications.
14. Children’s privacy
Our Products and Services are intended for adult pet owners, purchasers, and users. We do not knowingly collect personal data from children in a manner that requires parental consent under applicable law.
If you believe a child has provided personal data to us inappropriately, please contact us so appropriate steps can be taken.
15. Third-party content and integrations
If you interact with us through social media, e-commerce marketplaces, embedded forms, payment gateways, advertising tools, logistics platforms, or other third-party services, information may be collected or processed by those providers according to their own terms and privacy policies. We are not responsible for the privacy or security practices of third parties.
16. Incident management
If we become aware of a data breach, unauthorised disclosure, or material security incident affecting personal data, we may investigate, contain, remediate, and notify affected persons and authorities where required by applicable law.
17. International users
If you access our Products and Services from outside Singapore, you understand that your information may be transferred to, stored in, or processed in jurisdictions that may have data protection laws different from those in your jurisdiction.
By using our Products and Services, you acknowledge such transfer, storage, and processing, subject to applicable legal protections.
18. Changes to this Policy
We may update this Policy from time to time to reflect changes in our practices, technology, service providers, legal requirements, or business operations. The updated version will be posted on the website with a revised "Last Updated" date.
Your continued use of our Products and Services after an updated Policy is posted constitutes acknowledgement of the revised Policy, to the extent permitted by law.
19. Contact
If you have questions, requests, or complaints relating to this Policy or your personal data, please contact:
The Lick Lab Pte. Ltd.
Email: contact@thelicklab.com
UEN: 202621946K