Lilly & Friends — All Species Pet Care

Lilly & Friends

All Species Pet Care — Dubai
🐾 New Business. Big Heart. Care · Trust · Love
Privacy Policy
📅 Effective Date: September 2, 2026 🏢 Data Controller: Lilly & Friends Pet Care 📍 Jurisdiction: Dubai, United Arab Emirates 🔒 Standard: UAE PDPL Law No. 45 & GDPR
Jurisdiction: Dubai, United Arab Emirates (UAE Federal Decree-Law No. 45 of 2021 on Personal Data Protection - UAE PDPL).
Effective Date: 7 September 2026  |  Last Updated: 7 September 2026

1. Introduction

Lilly & Friends — All Species Pet Care ("Lilly & Friends", "we", "us", or "our") respects your privacy and is committed to protecting the personal information entrusted to us by our clients, visitors to our website, pet owners, and other individuals who communicate with us.

This Privacy Policy explains how we collect, use, disclose, store, protect, and otherwise process personal data when you:

  • visit or use our website;
  • contact us through WhatsApp, telephone, email, or other communication channels;
  • request a pet-care service;
  • complete a booking or service agreement;
  • participate in a Meet & Greet;
  • provide information about your pet;
  • subscribe to our communications;
  • provide photographs or videos of your pet;
  • communicate with us regarding an emergency or veterinary matter; or
  • otherwise interact with Lilly & Friends.

This Privacy Policy is intended to apply to our activities in Dubai, United Arab Emirates, and is prepared with reference to UAE Federal Decree-Law No. 45 of 2021 Regarding the Protection of Personal Data (the "UAE PDPL"), together with other applicable UAE legislation and regulatory requirements. The UAE PDPL establishes a framework governing the confidentiality, processing, protection, and rights associated with personal data.

2. Who We Are

Data Controller / Responsible Entity:

For privacy-related questions, requests, or complaints, please contact us using the contact details above.

3. Scope of This Privacy Policy

This Privacy Policy applies to personal data processed by Lilly & Friends in connection with our pet-care services and digital communications. It applies to information collected through:

  • our website;
  • booking and contact forms;
  • service agreements;
  • WhatsApp communications;
  • telephone communications;
  • email;
  • Meet & Greet visits;
  • pet-care visits;
  • customer support;
  • photographs and videos;
  • newsletters and marketing communications; and
  • other legitimate business communications.

This Policy does not apply to third-party websites, applications, platforms, or services that we do not control.

4. Personal Data We Collect

Depending on how you interact with us, we may collect the following categories of personal data:

4.1 Client Identification and Contact Information

  • full name;
  • telephone number;
  • WhatsApp number;
  • email address;
  • residential or service address;
  • Dubai area or community;
  • apartment, villa, building, or access information;
  • preferred communication method;
  • booking history;
  • correspondence with us.

4.2 Pet Information

To provide appropriate and safe pet-care services, we may collect information concerning your pet, including:

  • pet name;
  • species;
  • breed;
  • age or date of birth;
  • microchip number;
  • feeding requirements;
  • behavioural characteristics;
  • allergies;
  • medication instructions;
  • special care requirements;
  • veterinary information;
  • vaccination-related information;
  • emergency-care instructions; and
  • other information necessary to safely provide the requested service.

Although information concerning an animal is generally not personal data in itself, it may become personal data where it is linked to an identifiable pet owner or household.

4.3 Veterinary and Emergency Information

Where necessary for the provision of pet-care services, we may process:

  • veterinary clinic name;
  • veterinarian's name;
  • veterinary telephone number;
  • emergency contact information;
  • emergency treatment instructions;
  • information concerning a pet's medical or medication requirements.

We process such information only to the extent reasonably necessary to provide the requested services and protect the welfare of the pet.

4.4 Home Access and Security Information

Because our services may be provided inside the client's home, we may process information required to access the property, including:

  • keys;
  • access cards;
  • building access instructions;
  • concierge instructions;
  • security procedures;
  • access codes or similar information where voluntarily provided;
  • information about authorised persons entering the property during a service.

Such information is treated as confidential and is used only for the agreed service. We do not use home-access information for any unrelated purpose.

4.5 Service Agreement and Signature Information

When you enter into a service agreement, we may collect:

  • selected services;
  • dates and times;
  • duration of services;
  • service instructions;
  • client confirmations;
  • consent selections;
  • typed or electronic signature;
  • full legal name;
  • date of signature;
  • agreement status;
  • copies of the completed agreement;
  • PDF versions of the agreement.

This information may be retained as evidence of the contractual relationship and the instructions provided by the client.

5. Special or Sensitive Information

Certain information provided by clients may contain information relating to health or other matters requiring additional protection. For example, information about a pet's medical condition, medication, allergies, veterinary treatment, or emergency treatment requirements may be processed where necessary to provide safe pet-care services.

Where personal data relating to an identifiable individual is involved, we will apply appropriate safeguards and process such information only where permitted by applicable law. We will not intentionally request sensitive personal information that is unnecessary for providing our services.

6. How We Collect Personal Data

We may collect personal data directly from you when you complete a website form, complete a booking or service agreement, contact us through WhatsApp, contact us by telephone, communicate with us by email, during a Meet & Greet, during the provision of pet-care services, when you voluntarily provide information about your pet, when you subscribe to our newsletter, when you provide photographs or videos, or through technical information generated when you use our website.

We generally do not obtain personal data from third parties unless this is necessary for providing our services, handling an emergency, complying with legal obligations, or otherwise permitted by applicable law.

7. Purposes of Processing

We process personal data for legitimate and specific purposes, including:

7.1 Providing Pet-Care Services

  • arrange pet-care visits;
  • provide dog walking, drop-in visits, in-home pet sitting, and overnight/live-in care;
  • understand your pet's routine and requirements;
  • communicate service instructions;
  • coordinate access to your property;
  • send service updates;
  • maintain booking records.

7.2 Booking and Administration

  • confirm bookings;
  • prepare service agreements;
  • calculate service fees and process payments;
  • communicate booking changes and manage cancellations;
  • maintain transaction records.

7.3 Emergency and Veterinary Assistance

  • contact you or your designated emergency contact during an emergency;
  • contact your veterinarian and arrange veterinary assistance;
  • transport a pet to a veterinary clinic where authorised or reasonably necessary;
  • communicate relevant information concerning the pet.

8. WhatsApp and Electronic Communications

Lilly & Friends uses WhatsApp as an important communication channel for bookings, service coordination, confirmations, updates, photographs, videos, and customer support. Depending on the technical configuration used, communications may be processed through WhatsApp / Meta Platforms and related Meta business infrastructure, including the WhatsApp Cloud API.

By contacting us through WhatsApp, you acknowledge that the communication is also subject to WhatsApp's own terms and privacy practices. We do not use WhatsApp contact information for unrelated unsolicited marketing without an appropriate legal basis or, where required, your consent.

9. Photographs and Videos

During pet-care services, Lilly & Friends may take photographs or videos of pets for the purpose of providing service updates, confirming that a visit has taken place, showing the client's pet during the service, documenting relevant service activities, and communicating with the pet owner.

Social Media Use: Photographs or videos will not be used for public social-media, website, advertising, promotional, or marketing purposes unless the client has expressly granted the relevant permission. The service agreement therefore provides a separate choice concerning the use of pet photographs for social media. If permission is denied, we will not use the relevant photographs or videos for public promotional purposes. A client may withdraw permission for future promotional use by contacting us at hello@lilly-and-friends.com.

10. Legal Bases for Processing

Depending on the circumstances, Lilly & Friends may process personal data on one or more legally permitted grounds, including where processing is:

  • necessary to perform a contract or take steps requested before entering into a contract;
  • necessary to comply with a legal obligation;
  • necessary to protect legitimate interests, provided that such interests do not override applicable privacy rights;
  • necessary to protect the vital interests of an individual or address an emergency situation;
  • based on consent where consent is required;
  • otherwise permitted under applicable UAE law.

11. Data Minimisation

We seek to collect and process only personal data that is reasonably necessary for the relevant purpose. You are responsible for ensuring that information you provide to us is accurate and sufficiently complete for the services requested.

12. Sharing of Personal Data

We do not sell, rent, lease, or trade personal data. We may disclose or provide access to personal data where reasonably necessary to operate our business or provide services, including to authorised pet-care specialists, IT/cloud hosting providers, Meta/WhatsApp Cloud API infrastructure, payment processors, veterinarians/clinics in emergencies, and government authorities where legally required.

13. Veterinary Emergencies

If an emergency occurs and we are unable to reach you, we may use the emergency information you provided to contact your designated veterinarian, an emergency veterinary clinic, your emergency contact, or relevant emergency service providers. Only information reasonably necessary for the emergency will be disclosed.

14. International Transfers

Some of our technology and service providers may process personal data outside the United Arab Emirates (e.g., cloud infrastructure and electronic communication services). Where personal data is transferred outside the UAE, Lilly & Friends will apply the requirements of applicable UAE law concerning cross-border transfers and appropriate safeguards.

15. Data Retention

We retain personal data only for as long as reasonably necessary for the purposes for which it was collected, including providing services, administering service agreements, resolving disputes, and satisfying legal, regulatory, or accounting obligations. When personal data is no longer required, we securely delete, destroy, or anonymise it.

16. Security of Personal Data

We implement reasonable technical and organisational measures designed to protect personal data against unauthorised access, unlawful processing, accidental loss, destruction, alteration, or disclosure. Security measures include 256-bit HTTPS/SSL encryption, access controls, secure authentication, and backup procedures.

17. Home Access Information

Because Lilly & Friends provides in-home services, information relating to access to a client's residence is treated as strictly confidential. Keys, access cards, security codes, and access instructions will be used only for the agreed service, stored securely, and returned or deleted when no longer required.

18. Cookies and Website Technologies

Our website may use cookies and similar technologies to operate the website, remember language preferences, maintain functionality, and provide security. You may control cookies through your browser settings.

19. Website Technical Information

When you access our website, certain technical information may be automatically processed (such as IP address, browser type, device information, and access timestamps) for security, troubleshooting, and system administration.

20. Email Newsletter and Marketing Communications

If you subscribe to our communications, you may unsubscribe at any time using the link in the message or by contacting us. We will not sell your email address to third parties.

21. Your Privacy Rights (UAE PDPL)

Subject to applicable UAE law and limitations, you may have rights concerning your personal data, including rights to:

  • obtain information about the processing of your personal data;
  • access personal data held about you;
  • request correction of inaccurate or incomplete personal data;
  • request deletion or erasure where legally applicable;
  • request restriction of certain processing;
  • object to certain processing where legally applicable;
  • withdraw consent where processing is based on consent;
  • exercise other rights available under applicable UAE legislation.

22. How to Exercise Your Rights

To submit a privacy request, please contact:

23. Accuracy of Personal Data

Clients should promptly notify us of changes to telephone numbers, WhatsApp numbers, email addresses, home addresses, emergency contacts, or pet medical information.

24. Children's Personal Data

Our services are intended for adults who are legally capable of entering into service arrangements. We do not intentionally collect personal data from children.

25. Third-Party Websites and Services

Our website may contain links to third-party services (such as WhatsApp, payment gateways, or social media). Lilly & Friends is not responsible for the privacy practices of third-party platforms outside our control.

26. Data Breaches and Security Incidents

If Lilly & Friends becomes aware of a personal-data breach, we will assess the incident, contain it, and notify competent authorities and affected individuals where required by applicable UAE law.

27. No Sale of Personal Data

Lilly & Friends does not sell, rent, lease, trade, or otherwise commercially monetise clients' personal data.

28. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. The updated version will be published on our website with a revised "Last Updated" date.

29. Governing Law

This Privacy Policy is governed by the applicable laws of the United Arab Emirates and the Emirate of Dubai.

30. Contact Us

For any questions, concerns, or privacy requests:

© 2026 Lilly & Friends — All Species Pet Care. All rights reserved.