Privacy Policy

Privacy Policy

This Privacy Policy is issued by Starwood Pet Travel LLC, with registered address at 251 Little Falls Drive, Wilmington, New Castle, DE 19808, United States of America, and business address at 4706 Chiquita Blvd. S, Suite 200-320, Cape Coral, FL 33914, United States of America. In this privacy policy, we refer to Starwood Pet Travel LLC as "Starwood", "we", "us" or "our".

Starwood is the data controller responsible for your personal data as described in this Privacy Policy. For any queries regarding data protection, please contact us at privacy@ivcevidensia.com or (239) 344-8959. Starwood is established in the United States of America, and is part of the IVCE Group, which is headquartered in the United Kingdom.

As Starwood is established outside the United Kingdom and the European Economic Area, we have appointed the following representatives pursuant to Article 27 of the UK GDPR and EU GDPR respectively, in support of our operations there: (a) UK Representative: Inspiring Vet Care Limited, established in the United Kingdom, at The Chocolate Factory, Keynsham, Bristol, BS31 2AU, email: privacy@ivcevidensia.com; and (b) EU Representative: Independent Vetcare Ireland Limited, established in Ireland, at Sunbeam Veterinary Hospital, Northpoint Business Park, Cork, T23 FXY9, email: privacy@ivcevidensia.com. Data subjects and supervisory authorities in the UK and in the EU may contact the above representatives on all issues related to the processing of personal data.

Last updated: 4 August 2026

Our approach to personal data collection:

• We will only ask you for personal data that is necessary to complete our service to you.
• We will not sell your personal data. We use your data primarily to provide our services, with limited data also collected through cookies as described below.
• We have implemented appropriate technical and organisational measures to protect your personal data against unauthorised processing, accidental loss, destruction or damage. Access to personal data is restricted to personnel who require it, and all such personnel are bound by confidentiality obligations.
• We will give you access to the data we hold on you upon request. You can also ask us to amend or delete such data, subject to applicable legal requirements. See the "Your Rights" section below.
• No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Your consent to receive text messages from us, and any information collected in connection with that consent, will not be shared with any third parties for any purpose.
• Our quote request forms ask for a phone number and include a disclaimer that messaging and data charges may apply. You can opt out of mobile text messages by replying STOP and you can request help by replying HELP.

Why we need your data

We process your personal data to provide our pet relocation services, to comply with legal obligations, to send direct marketing communications where permitted by law, and as otherwise described in this Privacy Policy.

To provide our services, your personal data may be used to:

• Confirm eligibility for your pet(s) entry to the country.
• Clear customs in country of destination.
• Prove your residency in either origin or destination.
• Collect or deliver your pet in origin or destination.
• Book flights and/or other transport for your pet.
• Send you marketing communications about our services, including by email, targeted online advertising, direct mail, SMS or telephone, where you have consented or we are otherwise permitted to do so under applicable law.

We may also use your data for customer segmentation or profiling in connection with marketing. You may opt out at any time by contacting us or by using the unsubscribe mechanism provided in the marketing communication (e.g., the unsubscribe link in the footer of marketing emails or by replying STOP to SMS). We may process, use, or disclose your personal information where such processing is necessary to comply with a legal obligation to which we are subject. This includes cooperating with public and government authorities, responding to court orders or subpoenas, retaining records for accounting and tax purposes, and fulfilling obligations under applicable data protection and consumer laws.

What data we need

To effectively manage your pet(s) move we may require personal data and documentation including, but not limited to:

• Passport copies.
• Personal addresses in origin and destination.
• Phone numbers.
• Email addresses.
• Home lease documentation.
• Utility bills.
• Employment contracts.
• Social security number (where required by customs or immigration authorities in the destination country).
• Visas.

Failure to provide requested data may result in a delay or may make it impossible to provide our services.

How We Collect Your Personal Data

We collect personal data through: (a) direct interactions, such as quote requests, service engagements or correspondence; (b) automated technologies, including cookies and server logs (see "Website Cookies and Tracking Technologies" below); (c) third parties, including relocation companies and partner pet agents; and (d) social media platforms.

What we do with your data

Once we receive your data, either from you directly or from the relocation company handling your move, we process and store it internally in our US office.

There will likely be a requirement to share your data with our preferred partner pet agents to have your pet(s) enter the country you are moving to. This may require the transfer of your personal data to countries outside of your jurisdiction of residence. Please see the "International Transfers" and "Sharing of Personal Data within the IVCE Group" sections below.

We share your personal data solely for the purpose of relocating your pet, and such data may be required by government agencies, customs and border control, boarding facilities and airlines in order to fulfill the service to you.

We retain your personal data only for as long as necessary to fulfil the purposes for which it was collected, including to satisfy legal, regulatory, accounting or reporting obligations. Once no longer required, your data will be securely destroyed or anonymised.

If we become aware that any of your data is incorrect, we will take immediate action to rectify it and instruct any agents with whom we have shared it to do the same. Please keep us informed of any changes to your personal data during our engagement.

Sharing of Personal Data within the IVCE Group

We may share your personal data with IVCE Group entities where necessary to coordinate our pet relocation services, for internal administration, and for the exercise or defense of legal claims.

Where your data is transferred to IVCE Group entities outside your jurisdiction, appropriate safeguards are applied. For UK and EEA individuals, the safeguards described in the "International Transfers" section below apply. For US residents, transfers comply with applicable state and federal law.

All IVCE Group entities receiving your data must process it in accordance with this Privacy Policy and applicable law.

We may also engage third-party service providers, including IT and hosting providers, payment processors, communications platforms, advertising platforms, marketing consultants and professional advisors. Such providers process your data only on our instructions and in accordance with applicable law.

Keeping your personal data secure

We have security and other measures in place to help protect your personal data and limit how it can be accessed or used, and policies and procedures to identify and handle suspected personal data breaches and other security threats. Please be aware that the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, your transmission of data is at your own risk; we cannot guarantee the security of your data transmitted from you to our network.

Business Transfers

In the event of a merger, acquisition, reorganisation or sale of assets, your personal data may be transferred to a successor entity. We will take reasonable steps to ensure continued compliance with this Privacy Policy and applicable law, and will notify you where required.

Data Breach Notification

In the event of a personal data breach, where required by applicable law, we will notify the relevant supervisory authority within the timeframes prescribed by the relevant jurisdiction (e.g., the Florida Information Protection Act, Delaware, Computer Security Breach Notification Act, UK GDPR, or EU GDPR, as applicable).

Children's Personal Data

Our services are not directed at children under the age of sixteen (16)) and we do not knowingly collect personal data from such individuals. If we become aware that we have inadvertently collected personal data from a child without appropriate parental or guardian consent, we will take steps to delete that data promptly.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time. Material changes will be posted on our website with an updated "Last updated" date. Your continued use of our services following any changes constitutes acknowledgment of such changes.

If a request is made by you or the relocation company (if applicable) your data can be sent to you in an easily read format.

Additional Information for Individuals in the United Kingdom and European Economic Area

This section provides additional information required under the UK GDPR and EU GDPR for individuals located in the United Kingdom or the European Economic Area.

Lawful Basis for Processing

The primary lawful basis for processing your personal data is the performance of a contract, namely the provision of our pet relocation services. We may also rely on legitimate interests, compliance with legal obligations, or consent, as applicable. Where we rely on consent, you may withdraw it at any time without affecting the lawfulness of prior processing. The table below sets out the lawful bases for each processing activity:

International Transfers

Our services may require the transfer of your personal data to countries outside the United Kingdom and European Economic Area, including to our US office, IVCE Group entities and partner pet agents. For UK-based individuals, we rely on a UK International Data Transfer Agreement or Addendum, or the UK adequacy regulation. For EEA-based individuals, we rely on Standard Contractual Clauses.

Your Rights under the UK GDPR and EU GDPR

If you are located in the United Kingdom or the European Economic Area, you have the following rights:

• Right of access – the right to obtain confirmation as to whether your personal data is being processed and, where that is the case, to request a copy of such data;
• Right to rectification – the right to request correction of inaccurate personal data and completion of incomplete personal data;
• Right to erasure – the right to request the deletion of your personal data where there is no compelling reason for its continued processing;
• Right to restriction of processing – the right to request that we restrict the processing of your personal data in certain circumstances;
• Right to data portability – the right to receive your personal data in a structured, commonly used and machine-readable format and to request the transfer of such data to another controller, where technically feasible;
• Right to object – the right to object to the processing of your personal data where we rely on legitimate interests as the lawful basis, or where your data is processed for direct marketing purposes (you may opt out at any time by contacting us or using the unsubscribe link in any marketing communication);
• Rights in relation to automated decision-making – the right not to be subject to a decision based solely on automated processing, including profiling, which produces legal effects concerning you or similarly significantly affects you; and
• Right to withdraw consent – where processing is based on your consent, the right to withdraw such consent at any time, without affecting the lawfulness of processing carried out prior to withdrawal.

You also have the right to lodge a complaint by contacting us at privacy@ivcevidensia.com or with a supervisory authority. In the United Kingdom, the relevant authority is the Information Commissioner's Office (ICO) at www.ico.org.uk. If you are located in the European Economic Area, you may contact your local data protection supervisory authority.

Website Cookies and Tracking Technologies

We use cookies and similar technologies on our website to improve functionality, understand how visitors use the site, and support our communications and marketing efforts.

Cookies are small data files stored on your device when you visit a website. They help us recognise returning visitors, remember preferences, and analyse site performance.

Types of cookies we may use

• Essential cookies – Required for the website to function
• Analytics cookies – Help us understand how visitors interact with our site
• Functional cookies – Remember preferences and improve usability
• Advertising or performance cookies – Help measure the effectiveness of our marketing and communications

Cookie data is used to improve our website and understand usage trends, and may be shared with the third-party advertising platforms identified in the "Sharing of Personal Data within the IVCE Group" section above for targeted advertising and measuring campaign effectiveness.

Consent and control

Depending on your location, you may be presented with a cookie banner that allows you to accept or decline non-essential cookies. If you decline, only essential cookies necessary for the website to operate will be used.

You can also control cookies through your browser settings at any time.