PETKIT App Privacy Policy

Last Updated: May 8th, 2026
Effective Date: May 8th, 2026

Notice on Change of Operating Entity and Privacy Policy Update

Due to business development needs within the PETKIT group, the operating entity of the PETKIT App has been changed from PETKIT Network Technology (Shanghai) Co., Ltd. to its wholly owned subsidiary MANTAS (Shanghai) Network Technology Co., Ltd. (collectively referred to as “PETKIT” or “we”).

Your personal information rights within the PETKIT App remain unchanged. We will continue to process your personal information in accordance with applicable laws and regulations and the purposes described in this Privacy Policy.

Summary

PETKIT understands the importance of your personal information and aims to clearly explain how we collect, use, and protect it. This Summary is an appendix to the full Privacy Policy. Please refer to the full text for details.

Personal Information and Device Permissions Required for Our Services

(1) Personal Information

Registration / Login

When registering, we collect your mobile phone number. After registration, you may optionally provide avatar, nickname, gender, and birthday.

When using one-click login, we obtain your phone number from the carrier for quick authentication.

When logging in via third-party platforms, we obtain your phone number and publicly available profile information such as avatar, nickname, region, and gender.

PETKIT Store Services

Product Display and Search: We collect your operation records, search queries, and browsing history/time to enable product browsing and search functions.

Add to Cart: We collect your cart-addition records to help you manage your shopping list.

Order Placement and Order Management: When you place an order, we generate order information including order number, product details, contact name, mobile number, delivery address, transaction amount, and payment method for purposes of identity verification, payment settlement, shipping, and after-sales service.

Address Management: When you create a new delivery address, you are required to provide the recipient’s name, mobile number, region, and detailed address. You may also set address labels or designate a default address.

Personalized Recommendations: To recommend products that may interest you, we use algorithms to predict your preference profile based on your browsing, search, add-to-cart, transaction records, and device information. You may disable this feature under “My – Settings – Personalized Recommendations.”

Pet Management Services

You may upload your pet’s information to create a pet profile, including pet type (cat/dog), breed, gender, neuter status, avatar, nickname, age, and weight.

When using the feeding calculator, you must provide pet type, gender, age, and weight to calculate daily energy requirements.

You may set reminders for bathing/cleaning, health checkups, deworming, and daily dog-walking schedules.

Information You Voluntarily Provide

Includes information submitted via customer service, feedback, or when placing orders (text, images, audio/video).

(2) Device Permissions

Camera/Photo Album Permission

Used for uploading user avatars, uploading photos when posting comments, pairing when connecting to smart pet devices, and capturing/saving pet videos or images via pet cameras. If denied, you will be unable to use image capture/upload or device-pairing functions.

Microphone Permission

Used for voice interaction with your pet through the pet camera or for recording audio/video when reporting device sound issues. If denied, voice interaction and sound-related feedback will be unavailable.

Clipboard Permission

Used for quickly filling in address and other information. If denied, the quick-fill function will be unavailable.

Bluetooth Permission

Required to connect to devices via Bluetooth when adding smart pet devices, controlling devices, or upgrading firmware. If denied, you will be unable to add new devices, control paired devices, or perform firmware upgrades.

Location Permission

When using a pet tracker, location is used to record your pet’s activity trajectory and to find nearby service locations. If denied, activity tracking and nearby service searches will be unavailable.

Notification Permission

Used to receive pet device status alerts, feeding schedule notifications, pet health reminders, and promotional information from the platform. If disabled, you will not receive such notifications. Each time you enter the APP, we need to initialize the Umeng SDK and push notification services.

Broadcast Auto-Start Permission

Used to receive pet device status alerts, feeding schedule notifications, pet health reminders, and promotional information from the platform. If disabled, you will not receive such notifications. Each time you enter the APP, we need to initialize the SDK and push notification services.

II. Personal Information Sharing & Third-Party SDKs

Unless we obtain your consent, PETKIT will only share or entrust the processing of your personal information within the necessary scope, and in accordance with the principles of legality, legitimacy, and necessity, with partners, affiliated companies, or other third parties. For example, we may share necessary information with payment service providers (such as SandPay and Alipay), audio/video service providers (such as Agora), and cloud service providers (such as Alibaba Cloud) to complete payment processing, audio/video transmission, and system operation and maintenance. You may consult the directory of third-party sharing and SDKs listed in our Privacy Policy (such as Sina Weibo SDK, WeChat SDK, Amap SDK, etc.) for detailed information.

III. Protection of Your Rights

You may exercise your personal information rights, including withdrawing consent, deleting your account, and correcting your personal information,  through options available under “My” - “Settings.” You may also contact us via the customer service hotline listed in the Privacy Policy (400-087-0203) or through the online customer service in the APP mini-program to request a response regarding your personal information. We will endeavor to respond within 15 working days. For specific details on your rights and how to exercise them, please refer to the main text of the Privacy Policy.

PETKIT Privacy Policy

MANTAS (Shanghai) Network Technology Co., Ltd. (Registered Address: Room 103, Building 4, No. 118 Rongke Road & No. 669 Huanke Road, China (Shanghai) Pilot Free Trade Zone) and its parent company, PETKIT Network Technology (Shanghai) Co., Ltd. (Registered Address: Building 4, Candor Plaza, No. 118 Rongke Road, Pudong New Area, Shanghai) (hereinafter collectively referred to as “PETKIT,” “we,” “us,” or “our”) attach great importance to your privacy and the protection of your personal information. We fully understand the importance of personal information to you and strictly comply with applicable laws and regulations to safeguard your information security. Accordingly, we have formulated this PETKIT Privacy Policy (Privacy Policy) and remind you that this Privacy Policy applies to the processing of your personal information when you use the PETKIT App.

This Privacy Policy describes how we collect, use, provide externally, or otherwise process your personal information. You should carefully read and fully understand this Privacy Policy before deciding whether to agree to its terms and whether to use the PETKIT App. If you do not agree to the content of this Privacy Policy, we may be unable to provide you with certain functions properly or achieve the intended service effect. We recommend that you immediately stop accessing or using the PETKIT App.

This Privacy Policy will help you understand the following:

How We Collect and Use Your Personal Information

How We Use Cookies and Similar Technologies

How We Entrust Processing, Share, Transfer, or Disclose Your Personal Information to Third Parties

Your Rights

Storage of Personal Information

How We Handle Information of Minors

Updates to This Privacy Policy

How to Contact Us

How We Collect and Use Your Personal Information

To provide you with the basic functions of our products and/or services, you are required to authorize us to collect and use certain necessary information. If you refuse to provide such information, you may be unable to use our products and/or services properly.

The specific functional scenarios we provide include:

1.1 Account Registration and Login

1) When you register for or log in to a PETKIT App account, we collect your mobile phone number and verification code to complete account creation, login, and identity verification.

2) If you use the one-click login feature, we will, with your authorization, obtain your mobile phone number from your carrier to enable quick login.

3) If you choose to log in through a third-party account such as WeChat, or Apple ID, we will, after obtaining your authorization, collect your account identifier information on the relevant platform (such as avatar, nickname, and other information you have authorized to be shared) to complete account binding and login.

4) To ensure account security and proper operation, we will also collect technical identifier information related to your login status (such as login token, account ID, and region or country code). Such information is used solely for account authentication, security verification, and system operation, and will not be used for any unrelated purposes.

1.2 Device Addition and Use of Smart Pet Devices

When you add, bind, and use smart pet devices through the PETKIT App, we will collect and use the following information to the extent necessary to enable device connection, identification, control, and service provision:

1) Account and Device Identification Information: including your PETKIT account ID, bound mobile phone number, and the smart device’s serial number (SN), MAC address, and device model, for the purposes of confirming device ownership, identifying device uniqueness, and ensuring operational security.

2) Device Network and Configuration Information: including device connection status, network type, Wi-Fi name (SSID), and signal strength indicators (such as RSSI), solely for completing device network configuration and determining connection status. We do not store your Wi-Fi password.

3) Device Operation and Usage Data: including feeding records, water intake data, litter box usage frequency, and feature usage data, to present device status and provide pet management and health-related services.

4) Audio, Video, and Interaction Data: If you use devices equipped with cameras or voice interaction features, we will, with your authorization, process pet-related images, videos, or audio data to enable remote viewing, interaction, and abnormal event recording. Such data is transmitted in encrypted form and processed only to the extent necessary to provide the relevant functions and not for unrelated purposes.

1.3 Device Logs and Operational Security

To ensure the stable and secure operation of the PETKIT App and related device services, we collect necessary log and system operation information, including App version, operating system and version, device model, network environment, device status, and error logs. This information is used solely for system stability analysis, troubleshooting, security risk control, and service optimization. It is not used to identify you personally, nor will it be used for any purposes unrelated to those described above.

1.4 Clipboard Permission

1) When you use system copy-and-paste functions (such as entering pet information or shipping addresses), the App invokes the system clipboard solely to complete the action you initiate. We do not actively read, store, or upload your clipboard content in the background. Clipboard information is used only at the moment you paste it and solely to complete the current input operation, and will not be used for any unrelated purposes.

1.5 User Care, Research, and Promotional Activities

1) When you voluntarily participate in user care programs, surveys, product trials, or other interactive activities, we may collect your contact details, address information, device type, or pet-related information as required for the specific activity, for purposes such as organizing the activity, providing feedback, or delivering rewards.

2) The specific types of information collected and their purposes will be subject to the descriptions provided on the relevant activity page or in the applicable rules. If collection exceeds the stated scope, we will obtain your separate consent.

1.2 PETKIT Store

1) Product Display and Search

When you browse products in the PETKIT Store or use the search function, we collect your operation records and search records, including search content, browsing history/time, and search time/frequency, to implement the above functions and other purposes clearly disclosed to you.

2) Adding to Cart

During your shopping process in the PETKIT Store, you may add items to your cart. While using this function, we collect your cart records to facilitate management of your shopping list.

3) Shopping and Order Management

When you proceed to checkout for items in your cart, the PETKIT App will generate an order for your purchase. You must provide at least the contact name, mobile phone number, and delivery address. The order will also contain the order number, purchased products or services, transaction amount payable, and payment method.

All such information constitutes your order information. You may view all your order information in Order Management. We use your Order Information to verify your identity, confirm transactions, process payments, arrange shipment, enable order inquiries, and provide customer service and after-sales support. We may also use it to detect abnormal transactions to protect transaction security.

4) Address Management

If you choose delivery for store purchases, you must provide delivery address information, including recipient name, phone number, region, and detailed address. You may optionally set address labels or designate a default address; failure to do so will not affect address creation.

5) Promotions, Discounts, and Coupons

This includes the display of limited-time promotions and issuance or claiming of coupons. Issuance and claiming: Users actively click to claim, or the system automatically issues coupons when conditions are met; coupons are associated with the user account.

Notification and reminders: Subject to authorization, we may send notifications via push messages or SMS.

Data analysis and anonymization: After activities end, redemption data will be aggregated and analyzed to evaluate ROI. Personal-level data will be deleted or anonymized after a retention period.

Use and redemption: During payment, the system verifies coupon validity (e.g., expiration and applicable conditions).

6) Personalized Recommendations and Algorithms

To display and recommend products that may interest you, we collect and use your browsing, search, cart, and transaction records within the PETKIT App, combined with legally collected device and service log information and other authorized information, to predict your preference characteristics through algorithmic models.

These algorithms match and rank products or information that may be of interest to you.

You may manage personalized recommendations independently. If you do not wish to receive such recommendations, you may disable the Personalized Recommendations feature under My–Settings. After disabling, we will only present non-personalized, general content.

Our products use algorithmic services. You may review information regarding these services, including their principles, purposes, and operational mechanisms, to safeguard your right to know and choose.

After security processing, strict de-identification, and the inability to re-identify specific individuals, collected data may be used to optimize algorithm models. We will not use such data for any other purpose without your consent.

7) Reviews

When you review purchased products, we collect and publicly display your review content (including text, images, or videos) and avatar on the review page.

1.3 Adding Devices

Device-Adding Functions: Add devices by scanning a device QR code through the PETKIT App or by enabling Bluetooth/Wi-Fi to search for devices, enabling quick model identification and pairing.

Configure networking and activation by entering the home Wi-Fi name (SSID) (used solely for networking; Wi-Fi passwords are not stored), and support re-adding bound devices on a new phone (subject to account verification).

(3) Initialize pet association by setting the pet nickname and type linked to the device to support accurate data delivery.

Personal Information Collected:

(1) Account identification: PETKIT App account ID / bound mobile number, used to confirm device ownership and ensure only authorized users can operate the device.

(2) Device identification: Device SN, MAC address, and model, used for unique identification, feature adaptation, and troubleshooting.

(3) Network configuration: Wi-Fi SSID and BSSID, used solely for device networking configuration; not stored after configuration, and Wi-Fi passwords are not collected.

(4) System environment information: App version, mobile OS and version, and network type (Wi-Fi/5G), used to adapt connection protocols and resolve configuration failures.

1.4 PETKIT Customer Service

Functions involved include device setup, daily management, and consultation through the PETKIT App when encountering operational difficulties, device malfunctions, abnormal status, or service inquiries.

If you contact customer service online for consultation or complaints, you must provide relevant information, which may include personal information, to enable us to process your request.

1.5 Feedback and Complaints

Usage Scenario: When you submit feedback, suggestions, or complaints regarding products or services.

Personal Information Collected:

Core contact information: Phone number, used to communicate and provide responses.

Account and device identification: Account ID/nickname, device model/firmware version/SN, and order number (for transaction-related complaints), used to locate issues and review records.

System log information: App version, mobile OS and version, network environment, and operation timestamps, used to reproduce and diagnose technical issues.

You may also voluntarily provide phone number or email so that we can respond to or resolve your feedback or complaint.

1.6 Pet Management

You may upload your pet’s information to create a pet profile for management purposes. Required information includes pet type (cat or dog), breed, gender, neuter status, avatar, nickname, age, and weight.

When using the feeding calculator, you must provide pet type, gender, age, and weight, or select an existing pet profile to calculate daily energy requirements. You may also set reminders for grooming, medical checkups, and deworming, and schedule daily dog-walking times.

1.7 Providing Security Assurance

To enhance system security when you use our products and/or services, we collect log information (such as browsing records, cart additions, order information, network diagnostics, lag reports, click events, success/failure records, and interaction logs), commonly used software information, and device information (including device identifiers such as IMEI/MAC/Android ID/IDFA/OpenUDID/GUID/SIM/IMSI, device model, operating system, application version, language settings, screen dimensions, resolution, IP address, browser type, and geographic location). Such information is used to assess account risks, analyze platform issues, perform traffic statistics, and investigate potential risks. We may also record URLs deemed to present risks.

1.8 To realize the relevant business functions and provide you with more convenient and higher-quality PETKIT products or services, we will request that you enable the following permissions:

Other Permissions: Access to an anonymous open device identifier. We will request this permission in the following scenario: when invoking the HarmonyOS Push SDK to provide message push services.

1.9 Other Rules for the Collection and Use of Personal Information

1) If we intend to use your information for purposes not specified in this Privacy Policy, or to use information collected for a specific purpose for another purpose, we will obtain your prior consent.

2) Explanation of the Necessity of Collecting IDFV

To ensure the security and stable operation of the system and to provide you with a consistent service experience, we will read the IDFV (Identifier for Vendor) of your iOS device each time you launch the application.

We have carefully assessed the necessity of this collection and confirm that it is essential for achieving the following core business functions.

2.0 Explanation of Essential Functions of System Component (WebView)

To enable in-app web browsing and content loading, we use the WebView component provided by the operating system (which is based on the Chromium engine). During operation, this component performs the following necessary technical processes to ensure proper functionality:

Caching and Storage:

To improve your browsing experience, accelerate page loading, and reduce network usage, the component reads and writes cache files (such as webpage images and scripts) within the app’s private directory on your device. These operations are performed solely within the app and do not store data in public directories or upload it to any server.

Sensor Information:

When the webpages you visit require automatic screen rotation or interactions based on device orientation, the component accesses raw data from the device’s accelerometer and gyroscope sensors for screen orientation adaptation.

This data is processed locally in real time only during the webpage session. We do not collect, store, or upload such sensor data.

All of the above processes are necessary to enable basic web browsing functionality and adhere to the principle of data minimization. All read and write operations are strictly confined to the app’s private directory and are inaccessible to other applications. We do not actively collect your personal information through this component. Its operational mechanism is determined by the operating system and open-source engine design, aiming to ensure stable and efficient browsing functionality.

II. How We Use Cookies and Similar Technologies

Cookies and similar device identification technologies are commonly used on the Internet. When you use our services, we may use such technologies to send one or more Cookies or anonymous identifiers (hereinafter collectively referred to as Cookies) to your device in order to collect, identify, and store information regarding your access to and use of the PETKIT App. We undertake that Cookies will not be used for any purpose other than those described in this Privacy Policy.

We primarily use Cookies to ensure the secure and efficient operation of our products and services, to verify the security status of your account and transactions, to troubleshoot crashes, delays, or related anomalies, and to help you avoid repeatedly filling in forms or entering search content.

At the same time, we may use Cookies to present information or features that may be of interest to you and to optimize your choices regarding advertisements. Most browsers provide users with the ability to clear cached data. You may perform corresponding data-clearing operations or adjust your level of acceptance of Cookies, including refusing our Cookies. Due to such modifications, you may be unable to use services or functions that rely on Cookies.

III. How We Entrust Processing, Share, Transfer, or Disclose Your Personal Information to Third Parties

3.1 Entrusted Processing

In order to provide you with products or services within the PETKIT App, we may entrust third-party service providers to support relevant operations and services. During this process, such third-party service providers may process your personal information solely for the purpose of implementing our products and/or services. These service providers include the following categories:

(1) SMS Service Provider

Company Name: Alibaba Cloud Computing Co., Ltd.

Privacy Policy:

https://terms.aliyun.com/legal-agreement/terms/suit_bu1_ali_cloud/suit_bu1_ali_cloud201902141711_54837.html

Product/Service Type: SMS Service

Personal Information Shared: Mobile phone number

Purpose of Use: Sending SMS messages to users

Usage Scenario: Sending login verification codes when users log in

Sharing Method: Transmission via encrypted API interfaces; data is fully encrypted during transmission and only the necessary information is shared in real time during SMS delivery

Customer Service Hotline: 400-801-3260

Privacy Policy:

https://terms.aliyun.com/legal-agreement/terms/suit_bu1_ali_cloud/suit_bu1_ali_cloud201902141711_54837.html

(2) System Server Hosting Provider

Company Name: Alibaba Cloud Computing Co., Ltd.

Product/Service Type: Server Hosting

Personal Information Shared: Nickname, mobile phone number, gender, age, location information

Purpose of Use: Ensuring stable system operation and providing efficient and reliable technical support

Usage Scenario: Hosting application systems and storing system data

Sharing Method: Security measures such as encrypted transmission and de-identification are adopted to ensure that personal information is not illegally obtained during transmission

Customer Service Hotline: 400-801-3260

Privacy Policy:

https://terms.aliyun.com/legal-agreement/terms/suit_bu1_ali_cloud/suit_bu1_ali_cloud201902141711_54837.html

3.2 Sharing with Third Parties

We may share your personal information with partners and third parties. Our partners include the following categories:

(1) Payment Services

a. SandPay Network Service Development Co., Ltd.

Product/Service Type: Third-Party Payment Service

Personal Information Shared: Order number, transaction amount, WeChat Mini Program openId

Purpose of Use: Completing payment settlement, order reconciliation, and handling transaction disputes

Usage Scenario: When users submit orders, complete payments, check payment status, or handle payment-related disputes

Sharing Method: Transmission via encrypted API interfaces; data is fully encrypted and only necessary information is shared in real time during payment processing

Customer Service Hotline: 400-880-8533

Privacy Policy: https://hmpay.sandpay.com.cn/agent_t/enclosure/image_enclosure_privacy.html

b. Alipay (China) Network Technology Co., Ltd.

Product/Service Type: Third-Party Payment Service

Personal Information Shared: Order number, order amount, payment time

Purpose of Use: Completing payment settlement, order reconciliation, and dispute handling

Usage Scenario: Providing payment services for virtual goods such as cloud services

Customer Service Hotline: 95188

Privacy Policy: https://render.alipay.com/p/c/17qjvbnlkcw0#/privacy

c. Tenpay Payment Technology Co., Ltd.

Product/Service Type: Third-Party Payment Service

Personal Information Shared: Order number, order amount, payment time

Purpose of Use: Completing payment settlement, order reconciliation, and dispute handling

Usage Scenario: Providing payment services for virtual goods such as cloud services

Customer Service Hotline: 95017

Privacy Policy: https://render.alipay.com/p/yuyan/180020010001196791/preview.html?agreementId=AG00000132

2. E-commerce Platform:

Hangzhou Youzan Technology Co., Ltd.

Product/Service Type: SaaS E-commerce Service

Personal Information Shared:

2.1 Account and Contact Information: Account name, password, phone number, and information you voluntarily provide during activities.

2.2 Transaction Information: Purchase history, order details, recipient name, shipping address, contact phone number, membership information.

2.3 Identity Information: Real name, national ID number, date of birth, region (used for cross-border shopping and real-name verification scenarios).

2.4 Device and Log Information:

2.4.1 Device Information and Identifiers: Device name, model, unique device identifiers (e.g., IMEI/OAID/Android ID/IDFA/OPENUDID/GUID/GAID, SIM card IMSI, MAC address), OS type and version, IP address, network type, Wi-Fi information (BSSID/SSID).

2.4.2 Sensor Information: Gyroscope, accelerometer data (used to identify human behavior and prevent bot risks).

2.4.3 Connection and Usage Information: Web browsing history, app usage logs (clicks, views, searches, cart additions, transactions, favorites).

2.4.4 Installed App List: Information on applications installed on your device.

2.4.5 Location Information: City, province, postal code obtained via IP address or Wi-Fi positioning; GPS precise location requires separate authorization.

2.5 Other Information: Comments you voluntarily submit (text, photos, videos), customer service feedback, audio/video information, invoice information.

Purpose of Use:

To provide core e-commerce functionalities, including user account registration/login, product browsing/search, order placement/payment, order management and delivery, membership services; to enable real‑name verification, cross‑border customs clearance, invoice issuance, and legal or business compliance; to secure accounts and transactions, optimize product page display, assist merchants in tracking advertising effectiveness; to identify abnormal devices/behaviors and prevent bot risks; to provide customer support, resolve transaction disputes, and improve user experience.

Usage Scenarios:

Account and transactions: when registering/logging in, browsing products, placing orders/paying, managing orders and addresses.

Special services: when purchasing cross‑border goods (real‑name verification) or requesting invoices.

Customer service and interaction: when contacting support, posting reviews, or participating in marketing activities.

Security and optimization: for service stability, troubleshooting, and advertising attribution analysis.

Push notifications (merchant side): To ensure merchants receive order and inquiry messages in a timely manner, the SDK may wake the app via system broadcasts to assess app state and improve push timeliness (this behavior does not collect personal information).

Sharing Method:

The above information is transmitted via encrypted technology to the servers of Hangzhou Youzan Technology Co., Ltd. As the data controller, we have signed a data protection agreement with Youzan. Youzan acts as our "data processor" and will process personal information strictly in accordance with the agreement, its privacy policy, and relevant confidentiality and security measures, and is prohibited from using the information for any other purpose.

Customer Service Phone: 0571-8998 8848

Contact Email: privacy@youzan.com

Youzan Merchant Privacy Statement:

https://www.youzan.com/intro/rule/detail?alias=21ciield&pageType-rules

Youzan SaaS Privacy Statement:

https://www.youzan.com/intro/rule/detail?alias=132atyi19&pageType=rules

3. Shanghai Agora Technology Co., Ltd.

Product/Service Type: Real‑time Audio/Video Cloud Service

Personal Information Shared: Device and log information – your mobile phone and pet device model, OS version, unique device identifiers, network type (e.g., Wi‑Fi/4G), IP address, SDK internal operation logs.

Purpose of Use: Establish a secure and stable audio/video data transmission channel between your phone and the pet device.

Encode, compress, and optimize live video streams to ensure smooth viewing on mobile networks or Wi‑Fi.

Enable two‑way voice intercom with your pet.

Diagnose and troubleshoot connection failures, video lag, and other quality issues to continuously improve your experience.

Usage Scenarios:

Live viewing: When you tap "Live" or "View" in the app to remotely connect to the pet device.

Two‑way talk: When you use the "Talk" function to speak to your pet via your phone or listen to ambient sounds from the pet side.

Service maintenance: When the system automatically selects the optimal server node and network link to ensure stable live streaming.

Sharing Method: The above information is transmitted directly from your mobile app and pet device via encrypted technology to Agora’s service network. We do not store such audio/video stream data in plaintext.

Customer Service Phone: 400‑632‑6626

Privacy Policy: https://www.agora.io/cn/privacy-policy

4. Hangzhou NetEase Zhiyun Technology Co., Ltd. (NetEase Zhiyun · YunShang / Qiyu)

Product/Service Type: Smart Online Customer Service and Ticketing System

Personal Information Shared:

Device and log information: Device identifiers (e.g., device MAC address / OpenUDID / GUID), device model, OS and version, client version, IP address, network environment, access date and time, service usage logs.

Information you voluntarily submit: When you use the online customer service function, to resolve your issues, we collect and transmit text descriptions, images, videos, voice messages, order information, and other information related to your inquiry as per your description or request.

Purpose of Use:

Provide intelligent chatbot, human agent, and ticket submission/handling functionalities.

Identify your account and device, verify service request validity, and ensure the security of customer service interactions.

Analyze service usage, diagnose problems, troubleshoot system failures (e.g., message sending failures, connection errors), and optimize service stability and compatibility.

Arrange targeted after‑sales support based on your business organization information.

Usage Scenarios:

When you click "Contact Customer Service", "Online Chat", or submit a ticket in the app.

When you send text, images, voice, or video messages during a customer service conversation.

When the system performs necessary device and environment checks to maintain the stability and security of the chat connection.

Sharing Method: The above information is transmitted via encrypted technology through the SDK interface to the servers of NetEase Zhiyun · YunShang (Qiyu). As the data controller, we (the app operator) entrust them to process the above information solely for the purpose of providing customer service functions. Qiyu, as our data processor, will process the information in accordance with our agreement and its privacy policy. We do not directly store interaction logs or other information generated during their service.

Customer Service Phone: 4009‑000‑163

Email: Privacy@service.netease.com

Address: NetEase Phase II, No. 399 Wangshang Road, Binjiang District, Hangzhou – Privacy Protection Officer (Recipient); Postal Code: 310052

Privacy Policy: https://b.163.com/home/privacypolicy/privacy-ys#pos1

5. Third‑Party SDKs: To provide and optimize our services, the PETKIT Pet App embeds third‑party software development kits (SDKs). These third‑party SDKs may collect your personal information while assisting us in delivering comprehensive services. We will take necessary measures to control the collection and use of your personal information by third‑party SDKs and ensure your personal information is effectively protected. For details on the SDK names, third‑party identities, types of personal information collected, collection purposes, and links to third‑party privacy policies, please refer to Appendix I – Third‑Party SDK Directory.

6. Sharing with Affiliates: MOGUYU (Shanghai) Network Technology Co., Ltd. needs to share necessary personal information with its parent company, PETKIT Network Technology (Shanghai) Co., Ltd. (Address: Building 4, Kairui Tower, No. 118 Rongke Road, Pudong New District, Shanghai) for the purpose of providing services to you and based on the purposes described in this Privacy Policy, and subject to the terms of this Privacy Policy. The information shared includes: account information, order data, device binding records, and after‑sales service records. If our affiliates change the purpose of processing personal information, they will seek your authorization and consent again.

To comply with applicable laws and regulations, and to protect the rights, property, or safety of you, other PETKIT users, PETKIT, or its employees, we may provide your personal information to government agencies, regulatory authorities, and law enforcement agencies.

3.3 Transfer of Information

Without your prior consent, PETKIT will not transfer your personal information to third parties. However, if PETKIT is involved in a merger, acquisition, asset sale, or restructuring, your personal information may be transferred to the relevant parties to such transactions. In such cases, we will require the recipient to continue to be bound by this Privacy Policy.

Before transferring your personal information, we will provide you with appropriate notice informing you of the recipient’s name and contact information and ensure that your personal information is protected in a manner consistent with this Privacy Policy. If the recipient changes the purpose or method of processing, it must obtain your consent again.

3.4 Disclosure of Information

If we believe that disclosure is necessary to respond to public health emergencies or to protect the life, health, or property safety of PETKIT users, the public, or PETKIT employees in emergency situations, we may disclose your personal information within the scope permitted by applicable laws and regulations.

3.5 Circumstances Exempt from Obtaining Your Consent According to Law

In the following circumstances, in accordance with applicable laws, regulations, and national standards, we, our partners, or recipients may use, transfer, or publicly disclose your personal information without obtaining your authorization:

1) Where necessary for entering into or performing a contract at your request.

2) Where necessary to perform statutory duties or obligations (including where required for dispute resolution such as litigation, or when requested by administrative or judicial authorities in accordance with law).

3) Where necessary to respond to public health emergencies or to protect the life, health, or property safety of others in emergencies.

4) Where personal information is processed within a reasonable scope for news reporting, public opinion supervision, or other activities in the public interest.

5) Where personal information that you have made public or that has been otherwise lawfully disclosed is processed within a reasonable scope.

6) Other circumstances as provided by laws and regulations.

IV. Your Rights

You may access and manage your information through the following means, and we will respond to your requests in accordance with applicable laws and regulations.

4.1 Access, Correct, and Supplement Your Personal Information

You have the right to access, correct, or supplement your personal information at any time by logging into the PETKIT App and visiting “My – Profile – Edit Personal Information.”

If you are unable to access or modify such information through the above methods, you may contact us via online customer service. For security and identity verification reasons, certain initial registration information may not be modifiable.

4.2 Obtain a Copy of Your Personal Information

You have the right to obtain a copy of your personal information. If you require such a copy, you may submit a request as described in the section “How to Contact Us.” Subject to legal requirements and technical feasibility, we will provide it accordingly.

4.3 Delete Your Personal Information

You have the right to request deletion of your personal information under the following circumstances:

(1) We no longer provide you with products or services;

(2) We lack a lawful basis for collection, or you withdraw consent;

(3) We process your information in violation of our agreement with you;

(4) You cancel your account;

(5) We violate applicable laws or regulations in collecting or using your information.

You may contact us as described in How to Contact Us to request deletion of certain personal information.

Method for Account Deletion:

Tap My at the bottom of the App → tap the settings icon in the upper-right corner → enter Account Management → tap Delete Account at the bottom of the page.

Enterprise Contact Email: pip@petkit.com

4.4 Cancel Your Account

If you wish to cancel your PETKIT App account, you may do so through My – Settings – Account Management and submit an account cancellation request, or contact us as described in How to Contact Us.

After account cancellation, we will delete or anonymize your personal information unless otherwise required by applicable laws and regulations.

4.5 Withdraw Consent

For personal information collected based on your consent, you may grant or withdraw consent at any time. You may modify the scope of authorization by deleting information, disabling device functions, or contacting us as described in “How to Contact Us.” You may also withdraw all authorization by canceling your account.

Please note that for certain categories of personal information—such as information necessary to provide basic functions of PETKIT products and/or services or to fulfill legal obligations—we may be unable to respond to your request to withdraw consent. Except in such cases, once you withdraw consent, we will cease processing the relevant personal information. However, withdrawal of consent does not affect prior processing carried out based on your earlier authorization.

When you request to exercise the above rights or submit other appeals, we will verify your identity and respond with our decision or result within 15 working days.

V. Storage of Personal Information

5.1 Retention Period of Personal Information

We will retain the personal information we collect from you for a reasonable and necessary period required to achieve the purposes described in this Privacy Policy, unless otherwise stipulated by applicable laws, regulations, or with your separate authorization and consent. Once the retention period has expired, we will delete or anonymize your personal information in accordance with applicable legal requirements.

When determining the specific retention period for personal information, we generally consider the following factors:

(1) The period necessary to ensure the operation and security of your PETKIT App account;

(2) The period necessary to properly fulfill your orders and provide related customer service and after-sales support after order completion;

(3) The period necessary to comply with financial audits, tax reporting, or other regulatory requirements;

(4) Any statutory retention periods specified by laws and regulations, e.g., the Cybersecurity Law requires technical measures to monitor and record network operation status and network security events, and relevant network logs must be retained for no less than six months;

(5) Retention periods necessary to comply with legal limitations or to cooperate with investigations conducted by relevant government authorities;

(6) Any retention periods for personal information that we have separately agreed with you.

5.2 Storage Location of Personal Information

In principle, personal information collected and generated within mainland China will be stored within mainland China. If cross-border transfer is required for business purposes, we will provide your personal information to overseas entities only after fulfilling legal obligations and obtaining your separate consent. We will also ensure, through contractual agreements, that the overseas recipient protects your personal information at a level no less stringent than that set forth in this Privacy Policy.

5.3 Security of Personal Information

PETKIT attaches great importance to protecting your personal information and is committed to doing so. We will adopt security measures that are industry-standard, reasonable, and feasible, and we will deploy appropriate personnel to safeguard your personal information from unauthorized modification, access, disclosure, use, or deletion, both technically and organizationally.

In the event of an information security incident, we will take appropriate and necessary measures in accordance with applicable laws and regulations.

VI. How We Handle Information of Minors

Our products, websites, and services are intended for adults. If you are a minor, please do not attempt to register on our platforms, nor provide any personal information to us in any manner. If we discover that we have collected personal information of minors, we will make reasonable efforts to promptly delete such information.

VII. Updates to This Privacy Policy

We may revise this Privacy Policy from time to time. If we make any revisions, the updated Privacy Policy will be published through the PETKIT App or other channels. We encourage you to review this Privacy Policy regularly to stay informed of any changes.

By accessing, browsing, or using the PETKIT App after a revised Privacy Policy comes into effect, you are deemed to have fully understood and agreed to the revised Privacy Policy. For any personal information that you did not authorize prior to such revisions and which is not necessary to provide the basic functions of PETKIT products and/or services, we will obtain your separate consent based on your continued use.

VIII. How to Contact Us

Company Name: MANTAS (Shanghai) Network Technology Co., Ltd.

Registered Address: Room 103, Building 4, No. 118 Rongke Road & No. 669 Huanke Road, China (Shanghai) Pilot Free Trade Zone

Contact for Personal Information Protection Officer: pip@petkit.com

If you have any questions regarding this Privacy Policy, or if your personal information is compromised while using our services, you may contact us via the PETKIT App under My – Customer Service, or call our 24-hour hotline at 400-087-0203.

We have designated a Personal Information Protection Officer, and you may also contact them directly at pip@petkit.com (please specify that your inquiry relates to the PETKIT App and provide specific details). This email address can also be used for submitting complaints or reports concerning the security of your personal information.

Please note that we may not respond to inquiries unrelated to this Privacy Policy or your personal information rights. In general, we will respond within 15 days.

Appendix I

Third‑Party SDK Directory

To provide and optimize our services, the PETKIT Pet App embeds third‑party SDKs. These third‑party SDKs may collect your personal information while assisting us in delivering more comprehensive services.

Below we list the third‑party SDK names, third‑party organization names, purposes and scenarios of use, types of personal information collected, permissions requested, and links to the third‑party privacy policies that we currently use. If you have any questions regarding the collection of your personal information by a third party through an SDK, please refer to that third party’s privacy policy.