Privacy policy

Last Updated: August 18, 2026

PetBallad ("we," "us," or "our") operates the website petballad.com and provides custom pet memorial and celebration song and film creation services. This Privacy Policy explains how we collect, use, disclose, and protect your personal information when you visit our website, place an order, or otherwise communicate with us.

If there is a conflict between our Terms of Service and this Privacy Policy, this Privacy Policy controls with respect to the collection, processing, and disclosure of your personal information. "Personal information" means information that identifies or can reasonably be linked to you; it does not include information that has been anonymised or de-identified so that it cannot reasonably be linked to you.

By using our Services, you acknowledge that you have read and understood this Privacy Policy.

1. Who We Are

PetBallad is a custom song and memorial film service for pet families, operating through Shopify. PetBallad is a trade name of Dessert With Love Inc. We are based in Surrey, British Columbia, Canada.

Email: hello@petballad.com

2. Information We Collect

2.1 Information You Provide Directly

When you place an order or contact us, we collect:

Your name, email address, and billing address
Payment information (processed securely by Shopify — we never store your full card details)
Song and film order details: your pet's name and story, memories, dates, messages, and any details you share to help us create your order
Photos and videos you upload for your pet's song page and film
Communications you send us by email or through our website

If you begin an order form but don't finish it, we save your progress — including the details entered so far and your email if you provided it — so you can pick up where you left off.

2.2 Information Collected Automatically

When you visit petballad.com, we and our third-party partners automatically collect:

Device and browser information (type, operating system, browser version)
IP address and approximate location
Pages visited, time spent, and how you navigate our site
The website, search engine, or advertisement that referred you to us
Actions you take on our site (e.g., clicking a button, adding to cart)

This information is collected using cookies, pixels, and similar tracking technologies placed by Shopify, Meta, Google, and TikTok.

3. How We Use Your Information

We use your personal information to:

Create, revise, and fulfil your custom song and film order
Deliver your order to your private delivery page and notify you by email
Communicate with you about your order, approvals, revisions, and delivery
Help you resume an unfinished order form (with an unsubscribe link in every such email)
Respond to your questions and provide customer support
Send you marketing communications (only with your consent — you may opt out at any time)
Measure the effectiveness of our advertising on Meta, Google, and TikTok
Analyse website traffic and improve our services
Detect and prevent fraud or misuse
Comply with legal obligations

We will never sell your personal information to third parties.

4. Third-Party Services and Data Sharing

4.1 Shopify

Our store is hosted on Shopify, which processes payments, manages our website, and stores order data. To help protect, grow, and improve our business, we may use certain Shopify enhanced features that incorporate data obtained from your interactions with our store, other merchants, and Shopify; in those circumstances Shopify is responsible for that processing, including responding to requests to exercise your rights over it. Learn more at privacy.shopify.com, and depending on where you live you may exercise certain rights through the Shopify Privacy Portal at privacy.shopify.com/en.

4.2 Supabase

We use Supabase to securely store your order details, story, photos, videos, and finished works. Uploaded photos and videos are held in private storage accessible only for producing and delivering your order.

4.3 Postmark

We use Postmark to send order and delivery emails. Postmark processes your email address and name on our behalf.

4.4 Meta (Facebook and Instagram)

We use the Meta Pixel to measure conversions, optimise our ad campaigns, and build audiences for ads on Facebook and Instagram. Meta may collect your IP address, browser information, and actions you take on our site. You can manage your Meta ad preferences at facebook.com/settings?tab=ads.

4.5 Google Analytics and Google Ads

We use Google Analytics to understand how visitors use our website, and Google Ads to run and measure advertising campaigns. Google Analytics collects anonymised data such as IP address, browser type, pages visited, and session duration. Opt out of Google Analytics: tools.google.com/dlpage/gaoptout. Manage Google Ads preferences: adssettings.google.com.

4.6 TikTok

We may use the TikTok Pixel to measure the performance of TikTok advertising campaigns and build custom audiences. Learn more at tiktok.com/legal/privacy-policy.

4.7 Legal and Business Transfers

We may disclose your information to comply with legal obligations, enforce our terms, protect our rights, or in connection with a merger, acquisition, or sale of business assets.

5. Cookies and Tracking Technologies

We use the following types of cookies and tracking technologies:

Essential cookies — required for the website to function (e.g., shopping cart, checkout)
Analytics cookies — used by Google Analytics to measure site traffic and behaviour
Advertising pixels — used by Meta, Google, and TikTok to measure ad performance and enable retargeting

You can control cookies through your browser settings. Disabling certain cookies may affect the functionality of our website.

6. Your Story, Photos and Videos — Confidentiality

The stories, memories, names, photos and videos you share with us are treated with the highest level of confidentiality. We use this content solely to create your order. We will never:

Share your story, photos, videos, or order details with any third party
Publish or use your personal content for marketing without your explicit written consent
Make your photos or videos publicly accessible — they live in private storage, used only to make your film
Use your content to train AI models or for any purpose beyond creating your order

Your private share page is accessible only to people you choose to give the link to.

7. Data Retention

Finished songs and films: retained so we can re-deliver them to you at any time — being able to come back years later is part of what you purchased. You may request deletion at any time.
Uploaded photos and videos: retained to support your film and any revisions; deleted on request at any time after delivery.
Order details and story content: up to 3 years after your order is completed.
Unfinished order forms: retained for a reasonable period so you can resume, then deleted.
Financial transaction records: up to 7 years as required by Canadian tax law.
Marketing preferences and opt-outs: retained indefinitely to respect your choices.

You may request deletion of your personal information at any time by contacting hello@petballad.com.

8. Your Rights

Depending on where you live, you may have the right to access, correct, delete, or receive a portable copy of your personal information. You may also object to certain uses of your data, including direct marketing.

Canadian Residents (PIPEDA): You have the right to access and correct your personal information held by us.

California Residents (CCPA/CPRA): We do not sell personal information. You may request to know what we collect and request its deletion.

UK and EEA Residents (GDPR): Our lawful basis for processing is contract performance, legitimate interests, and consent. You may lodge a complaint with your local data protection authority.

Australian Residents (Privacy Act 1988): You have rights under the Australian Privacy Principles to access and correct your information.

To exercise any of your rights, contact us at hello@petballad.com. We will respond within 30 days, or sooner where applicable law requires. We will not discriminate against you for exercising any of these rights. We may need to verify your identity before processing your request, as permitted or required under applicable law. You may designate an authorized agent to make requests on your behalf; we will require proof of that authorization and may still need to verify your identity directly.

Complaints and appeals: If you have a complaint about how we process your personal information — or wish to appeal a decision we've made about a rights request — contact us at hello@petballad.com. Depending on where you live, you may also lodge a complaint with your local data protection authority.

For rights related to data processed by Shopify, visit privacy.shopify.com/en.

9. International Data Transfers

PetBallad is based in Canada. Your information may be transferred to and processed in Canada, the United States, or other countries where our service providers operate. For transfers from the UK or EEA, we rely on appropriate safeguards including Standard Contractual Clauses where applicable.

10. Children's Privacy

Our Services are not directed at individuals under the age of 16. We do not knowingly collect personal information from children. Contact hello@petballad.com if you believe a child has provided us with information.

11. Security

We implement reasonable technical and organisational measures to protect your information. All payment processing is handled through Shopify's PCI-compliant infrastructure. Uploaded photos and videos are stored in private, access-controlled storage. No method of internet transmission is 100% secure.

12. Changes to This Policy

We may update this Privacy Policy from time to time. We will update the "Last Updated" date when we do. Continued use of our Services after an update constitutes acceptance of the revised policy.

13. Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or your personal information, please contact us: