Privacy Policy

Transparency about your data.

KokoroPet Privacy Policy

Last Updated: 7 August 2025

This Privacy Policy outlines how Kokoro Life & Petcare Sdn Bhd (collectively “KokoroPet”, “we”, “our”) collect, use, disclose, and protect your personal data in accordance with the Personal Data Protection Act 2010 and the PDPA Amendment Act 2024 (effective 1 January 2025). This policy also includes specific practices for users of our mobile apps and digital platforms.

1. Types of Personal Data We Collect

We may collect the following categories of personal data directly or indirectly in our privacy policy:

  • Identification: Full name, IC/passport number, date of birth, gender, nationality, marital status, race
  • Contact Details: Home address, email, mobile/telephone number
  • Transactional and Loyalty Data: Purchase history, redemptions, membership activity
  • Health-related Data: Prescription records and consultation details (only with explicit consent)
  • Biometric Data: Only if required and with explicit consent
  • Children’s Data: Collected only with verified parental or guardian consent (under 18)
  • App and Device Data: Operating system version, screen activity, crash logs, advertising ID, notification tokens, location data (only if permitted)
  • Additional Information: Survey responses, customer feedback, communication records

2. Purpose of Data Collection

We process your personal data for the following lawful purposes:

  • Identity verification and registration
  • Fulfillment of pharmacy services, prescriptions, and healthcare consultations
  • Marketing and promotional communications (subject to opt-in consent)
  • Loyalty rewards, redemptions, and program participation
  • Customer support and service quality improvement
  • Internal analysis and business performance enhancement
  • Legal, tax, billing, audit, and regulatory compliance
  • Recruitment and employment-related processes, where applicable

3. Consent and Your Rights

We process your data only with your clear and explicit consent unless otherwise permitted by law.

You have the right to:

  • Request access to your personal data
  • Request correction of inaccurate or incomplete data
  • Request deletion of your data (subject to legal or regulatory exceptions)
  • Request data portability in a structured, machine-readable format
  • Withdraw or limit your consent preferences at any time
  • Lodge a complaint with the Personal Data Protection Commissioner (PDPC) if you believe your rights have been infringed

Requests can be submitted via email. Processing time and any applicable administrative fees will be communicated prior to execution.

4. Data Security and Retention

We implement appropriate technical and organizational measures to safeguard personal data, including but not limited to:

  • Data encryption and secure infrastructure
  • Role-based access control
  • Regular security audits and compliance checks
  • Tamper-proof and redundancy-enabled data storage systems

Data is retained only for as long as necessary to fulfill the stated purposes or to comply with legal requirements. Upon expiration, data will be securely deleted or permanently anonymized.

5. Data Breach Notification

In the event of a personal data breach involving significant risk, KokoroPet will:

  • Notify the Personal Data Protection Commissioner within seventy-two (72) hours
  • Promptly inform affected individuals
  • Initiate remedial and corrective measures without delay

6. Disclosure to Third Parties

Your personal data may be disclosed to the following categories of parties, subject to appropriate safeguards:

  • Regulatory and government authorities, as required by law
  • Subsidiaries, affiliates, and business partners for aligned operational purposes
  • Third-party service providers bound by confidentiality and PDPA 2024 standards
  • Marketing, delivery, and loyalty program partners (only with your prior consent)
  • App and system vendors for purposes such as data hosting, analytics, and security

7. Cross-Border Data Transfers

Where data is transferred outside of Malaysia for internal processing or hosting, KokoroPet ensures that the recipient adheres to data protection standards equivalent to or exceeding those required under the PDPA and its amendments.

8. Use of Cookies and Tracking Technologies

We use cookies and similar technologies to:

  • Enhance user experience on our website and mobile app
  • Track analytics and user interactions
  • Deliver targeted promotional content

Users may disable cookies through their browser settings. However, doing so may affect certain functionalities.

9. Children’s Data

We do not knowingly collect personal data from children under the age of 13 through our mobile app. If such data is inadvertently collected, it will be deleted upon request.

Offline personal data involving individuals under 18 years of age is collected only with verified parental or guardian consent.

10. Notice for Mobile App Users

By installing and using the mobile app, users consent to the following:

  • Collection of device data such as operating system, crash logs, app usage patterns, and GPS location (if permitted)
  • Use of trusted third-party tools such as Google Firebase for crash analytics, notifications, and performance improvements
  • Participation in marketing campaigns or promotions, only upon consent
  • Retention of app-related data as long as necessary, with deletion available upon request

Users may revoke app permissions at any time via their device settings.

11. Contact Information

For general inquiries, complaints, or to exercise your rights under this Privacy Policy, please contact:

Email: team@kokoro-petcare.com
Phone: +60 11-6812 9141

12. Accuracy and User Responsibility

It is your responsibility to ensure the accuracy, completeness, and currency of the personal data you provide. Please inform us promptly of any updates or changes.

13. Policy Updates

KokoroPet reserves the right to update or modify this Privacy Policy at any time. In the event of significant changes, users will be notified through appropriate communication channels.

By continuing to use KokoroPet services or platforms, you acknowledge and accept the terms set out in this Privacy Policy.

For mobile app-related privacy inquiries:

Phone: +60 11-6812 9141
Email: team@kokoro-petcare.com