Paws Abroad Ltd, trading as ProntoPets
Last updated: 20 September 2026
This policy explains what we do with information about you when you ask us for a quote, book a journey for your pet, travel with us, contact us, or use this website. Please read it together with our Terms & Conditions, which you accept when you book, and our Cookie Policy.
1. Who we are
We are Paws Abroad Ltd, a company registered in England and Wales under company number 17363104. Our registered office is The Workshop, 32-40 Tontine Street, Folkestone, Kent, CT20 1JU. We trade as ProntoPets.
For the UK GDPR and the Data Protection Act 2018 we are the controller of the information described here. That means we decide what we collect and what we do with it.
You can reach us at:
- Email: info@prontopets.com
- UK: +44 (0) 1303 986 030
- Spain: +34 661 841 723
- Post: The Workshop, 32-40 Tontine Street, Folkestone, Kent, CT20 1JU, United Kingdom
We are not required to appoint a data protection officer. Questions about this policy go to the address above and are handled by a director.
2. What this policy covers
It covers www.prontopets.com and every way you reach us: the quote form, the booking form, the chat window on the site, email, telephone, WhatsApp and our social media pages. It also covers the information we handle while we carry out a journey.
Cookies and similar technologies are set out separately in our Cookie Policy, which lists every cookie by name.
3. What we collect
3.1 Information you give us when you ask for a quote or make a booking
- Your full name as it appears on the pet passport or animal health certificate
- Your email address and telephone number
- The collection address and the delivery address, including postcode, town and country
- Your preferred travel date and how flexible it is
- Your own travel details where relevant, such as flight, ferry or train and date
- The reason for the transport, and whether you travel within five days of your pet
- Details of each animal: name, type, breed, sex, age, weight, and the document it travels with
- The price quoted and, on the booking form, your electronic signature and the date you accepted our terms
3.2 Information about people you name
Our booking forms ask for the name and telephone number of the person we collect the animal from and the person we deliver it to. If that is not you, we hold their details so the journey can happen.
If you give us someone else’s details, please tell them. Show them this policy or ask us and we will send it to them. We use those details only to arrange collection and delivery, we keep them with the booking record, and we do not use them for marketing.
3.3 Information about passengers
Some of our services carry the owner or another passenger alongside the animal. For those journeys we collect passenger names, luggage details, and anything you tell us in the free text box about special requests.
That box mentions mobility issues, so it can contain information about your health. Health information gets extra protection under the law. See section 5.
3.4 Documents required for travel
To cross a border with an animal we handle the pet passport or animal health certificate, the microchip number, the rabies vaccination record, the details of the certifying vet, and any customs or import declaration. Where we arrange the animal health certificate for you, we pass your details and your pet’s details to the veterinary practice that issues it.
3.5 Payment information
We raise an invoice and record what has been paid. Card payments run through Stripe on a separate secure link. We never see and never store your card number. Bank transfers reach our business account, so we see the payment reference and the account name that paid.
3.6 Information the website collects
Our web host records the IP address, browser and pages of every visit for security and diagnostics. Analytics and advertising measurement run only after you allow them in the cookie banner. The chat window loads on every page and looks up your IP address to work out roughly where you are. Full detail is in the Cookie Policy.
4. Where we get it
Almost everything comes from you. We also receive:
- Details about you from the person who books a journey on your behalf, or from the person at the other end of a delivery
- Confirmations and corrections from vets, border control posts and carriers involved in your journey
- Payment confirmations from Stripe and from our bank
- Enquiries forwarded from our social media pages
5. Health information and other special category data
Where you tell us about a mobility issue, a medical condition or a care need so that we can plan the journey, that is special category data under Article 9 of the UK GDPR.
- We rely on your explicit consent. You give it by entering the information after reading this notice.
- You do not have to write it on the form. You can leave the box empty and call us instead.
- We use it only to plan and carry out your journey safely.
- Only the staff and drivers who need it can see it, and we do not pass it to anyone else unless you ask us to or unless there is an emergency.
- You can withdraw your consent at any time by emailing us. We will delete it, though we may then be unable to make the arrangements you asked for.
We do not ask for and do not want any other special category information. Please do not send it to us.
6. Why we use your information, and our lawful basis
| What we do | Lawful basis |
|---|---|
| Prepare a quote and answer your enquiry | Steps taken at your request before a contract, Article 6(1)(b) |
| Take and confirm your booking, take payment, and carry out the journey | Performance of our contract with you, Article 6(1)(b) |
| Check, prepare and present border, customs and animal health paperwork | Legal obligation, Article 6(1)(c) |
| Keep journey logs, animal transport records, driver hours and vehicle records | Legal obligation, Article 6(1)(c) |
| Raise invoices and keep accounting and tax records | Legal obligation, Article 6(1)(c) |
| Contact the person collecting or receiving the animal | Our legitimate interests in completing the journey we were booked to do, Article 6(1)(f) |
| Answer questions by phone, email, WhatsApp and chat, and keep a record of what was agreed | Our legitimate interests in running the business and in having a record, Article 6(1)(f) |
| Deal with complaints, insurance claims and legal claims | Our legitimate interests in defending the business, Article 6(1)(f) |
| Measure how the website and our advertising perform | Your consent, Article 6(1)(a), given in the cookie banner |
| Email past customers about services like the one they used | Our legitimate interests in marketing to existing customers, Article 6(1)(f), with an unsubscribe link in every message |
| Record mobility, medical or care needs for a journey | Your explicit consent, Article 9(2)(a), on top of Article 6(1)(b) |
Where we rely on legitimate interests we have weighed our interest against your rights and privacy. You can object at any time. See section 11.
7. Who we share it with
7.1 Suppliers who process information on our instructions
These providers only act on our instructions and are bound by a contract:
- Fillout for the quote and booking forms on our website
- EnquiryBot for the chat window
- HubSpot as our customer records system
- Google Workspace for our email, documents and booking spreadsheets
- Google Analytics, Google Ads and Google Tag Manager for website and advertising measurement, after you consent
- Cookiebot, part of Usercentrics for the cookie banner and the record of your consent
- Stripe for card payments
- Xero for bookkeeping
- Krystal, our UK web host
- YouTube and SoundCloud, where a page has an embedded video or audio player, after you consent
7.2 Organisations that decide for themselves what to do with it
To move an animal across a border we have to pass information to bodies that act in their own right, not on our instructions:
- The Animal and Plant Health Agency, Defra, and their equivalents in France, Spain and Ireland
- Border control posts, customs authorities and port and tunnel operators
- The veterinary practice that issues or checks the animal health certificate
- Ferry, tunnel and, where relevant, air carriers
- Boarding kennels and catteries, if a journey has to be interrupted
- Our bank and payment providers
- Our insurers, insurance brokers and loss adjusters, if there is a claim
- Our accountants and, if we need them, our solicitors
- Drivers and transport partners we engage to carry out part of a journey, as allowed by our Terms & Conditions
We also disclose information where the law requires it, for example to a court, the police or a regulator.
We never sell your information and we never share it with anyone for their own marketing.
8. Sending information outside the UK
Some of the providers above store information outside the United Kingdom, mainly in the United States and the European Economic Area.
Transfers to the EEA are covered by the UK adequacy regulations, so no extra step is needed. For transfers to the United States and anywhere else we rely on one of the following:
- the UK extension to the EU-US Data Privacy Framework, where the provider is certified under it
- the International Data Transfer Agreement, or the UK Addendum to the European Commission’s standard contractual clauses, together with a transfer risk assessment
Carrying out a journey means paperwork reaches authorities in France, Spain and Ireland. That is necessary for the contract you asked us to perform, under Article 49(1)(b) of the UK GDPR.
Ask us at info@prontopets.com if you want a copy of the safeguards for a particular supplier.
9. How long we keep it
| Record | How long |
|---|---|
| Quote or enquiry that does not lead to a booking | 12 months from the last contact |
| Booking file, including pet details and the contact details of collection and delivery persons | 6 years after the journey |
| Journey logs and animal transport records | At least 3 years, as required under retained Regulation (EC) No 1/2005. We hold them with the booking file for 6 years |
| Animal health certificates and border paperwork | 6 years after the journey |
| Invoices and accounting records | 6 years after the end of the financial year they relate to |
| Health and mobility notes on a booking | Deleted within 12 months of the journey, or sooner if you ask |
| Chat transcripts and website enquiries | 24 months |
| Marketing list | Until you unsubscribe, and reviewed every 2 years |
| Complaint, insurance or legal claim file | 6 years after the matter closes |
| Your cookie choice and the record of it | As stated in the Cookie Policy |
When a period ends we delete the record or remove the details that identify you.
10. Cookies and your consent
Our cookie banner is provided by Cookiebot, part of Usercentrics A/S, Denmark. It runs on explicit consent: rejecting is one click, nothing is pre-ticked, and no analytics or advertising technology runs until you choose.
The full list of cookies, with the provider and the storage period of each, is in our Cookie Policy. It is generated from a scan of this site, so it stays in step with what the site actually does.
You can change or withdraw your choice at any time. Use the small cookie icon at the bottom left of any page, or this link:
Cookiebot keeps a record of the consent you gave, with a key that is not linked to your name, so that we can show consent was obtained. We also use Google Consent Mode, which tells Google’s tags whether you consented before they do anything.
11. Your rights
Under the UK GDPR you have the right to:
- Be told what we do with your information. That is this policy.
- Get a copy of the information we hold about you.
- Have mistakes corrected.
- Have information deleted, where we no longer need it and no law requires us to keep it.
- Restrict what we do with it while a question about it is resolved.
- Object to us using it for our legitimate interests. If you object to direct marketing we must stop, with no exceptions.
- Receive it in a portable format, where we hold it on the basis of consent or a contract.
- Withdraw consent at any time, where consent is what we rely on. That does not affect anything done before you withdrew it.
- Not be subject to automated decisions. We do not make decisions about you by automated means and we do not profile you.
To use any of these rights, email info@prontopets.com or write to the address in section 1. It is free. We answer within one month and tell you if we need longer because the request is complex. We may ask you to confirm who you are before we release information.
12. Complaints
If you are unhappy with how we have handled your information, please tell us first at info@prontopets.com so we can put it right.
You can also complain to the UK supervisory authority:
Information Commissioner’s Office
Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Telephone 0303 123 1113
ico.org.uk/make-a-complaint
If you live in the European Economic Area you may instead contact the data protection authority in your own country.
13. Keeping your information safe
The website runs over an encrypted connection. Our systems are reached through named accounts with strong passwords and, where the supplier offers it, a second factor. Only the people who need a record can open it. Card details never reach us. Journey paperwork is carried and stored so that it is not left unattended.
No system is completely safe. If something goes wrong in a way that puts you at risk, we will tell you and the Information Commissioner’s Office as the law requires.
14. Children
Our service is sold to adults and we do not aim any part of this website at children. Where a child travels as a passenger we need their name from the adult who books, and we hold it only for that journey.
15. Changes to this policy
We update this page when what we do changes. The date at the top tells you when it last changed. Where a change matters to you, we will say so by email or on the website.