Privacy Policy PetPawa – Personal Data Protection for Malaysia Members

PetPawa ("we", "Platform") is committed to protecting the privacy and data security of all members and users of our platform. This Privacy Policy applies to all personal information collected through the petpawa.net website, the PetPawa mobile app for iOS and Android, and all related communication channels including live chat and customer support email.

We understand that your trust is petpawa's most valuable asset. We therefore handle your personal data with the utmost care, responsibility, and transparency in accordance with Malaysia's Personal Data Protection Act 2010 (PDPA) and applicable international standards.

This policy explains the types of data we collect, why we need it, how it is used, who it may be shared with under certain circumstances, and what your rights are as the owner of that data.

PetPawa collects personal data through several methods including account registration, platform usage, financial transactions, and communications with our support team. Below is a summary of the types of data collected:

PetPawa does not collect sensitive data such as health information or biometric data unless specifically required by law for identity verification purposes.

Personal data collected by petpawa is used solely for legitimate purposes directly related to the provision of our platform services. We do not use your data for unrelated purposes without your consent.

• Account Management: Creates and maintains member accounts, processes login requests, and ensures your account security.
• Transaction Processing: Processes deposits, manages fund withdrawals, and maintains accurate financial records for every account.
• KYC Verification: Fulfils legal requirements related to customer identity verification to prevent fraud and money laundering.
• Service Provision: Delivers a personalised gaming experience, displays relevant promotions, and maintains overall platform functionality.
• Customer Support: Handles enquiries, resolves disputes, and provides technical assistance to members who need it.
• Platform Improvements: Analyses usage patterns in aggregate (not individually) to improve the design and functionality of the PetPawa platform.
• Legal Compliance: Meets applicable legal and regulatory obligations, including reporting to authorities when required.
• Service Communications: Sends important notifications related to your account, changes to terms, or security issues requiring immediate attention.

PetPawa does not sell members' personal data to any third party. However, in the course of operating the platform, we may need to share certain data with the following limited categories of third parties:

• Payment Processors: Payment service providers such as DuitNow, FPX, and e-wallet providers that need to process your deposit and withdrawal transactions. They are bound by strict confidentiality agreements.
• Technical Service Providers: Companies that help us operate our platform infrastructure, cloud services, and security systems. All such providers are contractually bound not to use your data for any other purpose.
• Legal Authorities: Law enforcement agencies or regulatory bodies when lawfully required by law, court order, or to investigate fraudulent activity.
• Independent Audit Body: Certified auditors who verify the fairness of our RNG and the security compliance of our platform. Data shared is kept to a minimum and is subject to confidentiality agreements.

In all of the above data sharing cases, petpawa ensures that recipients comply with data protection standards equivalent to this policy and use the data only for the stated purposes.

PetPawa continually invests in the latest security infrastructure to ensure members' personal data is always protected against unauthorised access, loss, or misuse.

• 256-bit SSL Encryption used for all data transmissions between the platform and members' devices.
• Database-level data encryption ensuring sensitive data is stored in encrypted form even on our own servers.
• 24/7 Security Monitoring by a dedicated IT team that continuously monitors for threats or suspicious activity.
• Penetration testing conducted periodically by independent security experts to identify and close any vulnerabilities.
• Role-Based Access Control ensuring petpawa staff can only access data required for their specific role.

The PetPawa platform uses cookies and similar tracking technologies to enhance the user experience and ensure the platform runs smoothly.

• Essential Cookies: Required for core platform functions such as login session management and security. These cookies cannot be disabled without affecting platform functionality.
• Preference Cookies: Saves your preferences such as language and display settings to make your experience more comfortable.
• Analytics Cookies: Helps us understand how members use the platform (in aggregated, non-identifiable form) so we can make meaningful improvements.

You can manage your cookie settings through your web browser at any time. Please note that disabling certain cookies may affect the functionality of the petpawa platform.

Under Malaysia's Personal Data Protection Act 2010 (PDPA), you have the following rights regarding the personal data we hold:

• Right of Access: You have the right to request a copy of the personal data we hold about you.
• Right to Rectification: You have the right to request correction of any inaccurate or incomplete personal data.
• Right to Erasure: In certain circumstances, you may request deletion of your personal data, subject to our legal obligations to retain certain records.
• Right to Object: You may object to the processing of your personal data for direct marketing purposes at any time.
• Right to Portability: You have the right to receive your personal data in a machine-readable format for transfer to another service provider.

To exercise any of the above rights, please contact the petpawa support team via live chat or email. Requests will be processed within 14 business days from the date of receipt.

PetPawa retains members' personal data for as long as necessary for the purposes stated in this Privacy Policy or as required by law.

• Active account data is retained for as long as the account remains active and for a reasonable period following account closure.
• Financial transaction records are retained for a minimum period of seven (7) years in accordance with Malaysian legal requirements.
• KYC records and identity documents are retained for the period stipulated by applicable anti-money laundering regulations.
• Customer support communication logs are retained for two (2) years for reference and service improvement purposes.

When data is no longer needed and there is no legal obligation to retain it, petpawa will securely delete or encrypt the relevant data.

The PetPawa platform is strictly for individuals aged 18 and above. We do not knowingly collect or process personal data from anyone under the age of 18.

Should PetPawa discover that personal data of a minor has been collected without our knowledge, we will take immediate steps to delete the relevant data and terminate any account registered by an individual below the age limit.

PetPawa reserves the right to update or modify this Privacy Policy at any time to reflect changes in our practices, legal requirements, or service enhancements.

• Members will be notified of material changes to this Privacy Policy via in-platform notifications or email at least 7 days before the effective date.
• The "Updated" date at the top of this document will always reflect the latest version of the petpawa Privacy Policy.
• Continued use of the petpawa platform after the effective date of any changes constitutes your acceptance of the updated Privacy Policy.
• Previous versions of the Privacy Policy can be requested from our support team if needed for reference purposes.

If you have any questions, concerns, or requests regarding this Privacy Policy or how petpawa handles your personal data, please contact our team through the following channels:

• Live Chat: Available 24/7 in Bahasa Malaysia directly via the petpawa website or app — the fastest way to get an immediate response.
• Privacy Email: Send an email to our privacy team at [email protected] with the subject "Privacy Inquiry" for issues requiring more detailed discussion.

Our team is committed to responding to all privacy-related enquiries within 3 business days. For requests requiring action such as data access or deletion, processing time is up to 14 business days depending on the complexity of the request.