Last Updated: May 1, 2025
Arkana’s Privacy Policy
Introduction
Arkana ("we," "us," or "our") is committed to protecting your privacy. This Privacy Policy explains what personal data we collect, how we use it, who we share it with, and your rights regarding your information. We want to be transparent about our practices—including how we share information for marketing and how you can control that sharing. By using Arkana’s services (for example, requesting a pet insurance quote or enrolling your pet in a plan), you agree to the terms of this Privacy Policy.
Personal Date We Collect
We collect different types of personal information from you to provide our services and improve your experience. The types of personal data we may collect include:
Contact Information: Such as your name, email address, telephone number, and mailing address. Pet Information: Details about your pet(s), such as name, breed, age, gender, and any other information you provide about your pet.
Quote and Policy Information: Information you provide when requesting a pet insurance quote or enrolling in a policy. This can include details about your pet’s health or medical history, your desired coverage options, and other relevant information needed to provide a quote or service.
Payment Information: If you purchase a policy or make a payment, we collect payment details (e.g., credit card number, billing address) to process the transaction. Note: We use secure payment processors and do not use your payment information for any purpose other than processing your transactions.
Communication Records: Copies of your communications with us. For example, if you contact customer support or send us an email, we may keep records of the correspondence.
Marketing Preferences: Your preferences for receiving marketing communications. For example, whether you opted in to receive promotional emails or texts from us and our partners.
Website Usage Information: When you visit our website or use our online services, we may automatically collect technical information like your IP address, browser type, device identifiers, and browsing actions. We may use cookies or similar technologies to collect this information (see our Cookies Policy for details).
We collect most personal data directly from you (for instance, when you fill out a form or provide information for a quote). We may also obtain information from other sources, such as publicly available databases or third parties (for example, if you were referred to us by a partner or if we need to gather additional info to process a claim), but in most cases you will be aware of the collection.
Purposes of Data Collection and Use
We use your personal information for various business and commercial purposes. These include:
To Provide Quotes and Services: We use the information you give us to generate pet insurance quotes, enroll you or your pet in insurance plans, process claims, and provide any other services you request. For example, we need your contact and pet details to calculate an accurate quote and offer appropriate coverage options.
To Communicate with You: We use your contact information to send you important notices and updates about your quotes, policies, claims, or account. This includes emailing or calling you with information such as quote results, policy documents, billing reminders, or changes to our services. We may also respond to your inquiries or support requests using your contact details.
For Marketing and Promotional Purposes: We may use your personal data (like your name and email) to send you promotional materials about new products, special offers, or other information about Arkana that we believe may interest you. With your permission, we might also send marketing messages via text/SMS. You can opt out of our direct marketing messages at any time by using the unsubscribe link in emails or replying “STOP” to text messages.
To Share Offers from Partners: If you choose to opt in to marketing, we may share your personal information with our third-party affiliate partners in the pet industry (for example, companies offering pet services, grooming, or pet food) so they can send you information or offers about their products and services. We will only share your name, contact information, and pet details with these partners if you have given consent (such as by checking the marketing opt-in box during sign-up). Arkana may receive compensation or other benefits for sharing information or referrals to these partners. Important: This kind of data sharing is entirely optional and based on your opt-in. If you decide not to opt in, we will not share your personal data with third-party partners for their marketing purposes, and it will not affect your ability to get a pet insurance quote or use our services.
To Improve and Personalize Our Services: We may use personal data to understand how users interact with our website and services, to troubleshoot issues, and to make improvements. For instance, we might analyze usage data to improve our quote process or to personalize site content for a better user experience.
For Legal, Security, and Compliance: We may use or disclose your information as necessary to comply with applicable laws and regulations, to respond to lawful requests or legal process (e.g., subpoenas or insurance regulatory requirements), and to enforce our terms and conditions. We also use information to detect and prevent fraud, security incidents, and other malicious or illegal activities, and to protect the rights and safety of Arkana, our customers, and others.
Disclosure of Personal Information
We do not sell your personal information to unrelated third parties for money without your consent. However, we do share certain personal data in order to run our business, to serve you, and — if you have opted in — for promotional purposes. Below are the situations in which we may disclose (share) your personal information with others:
Service Providers: We share personal information with trusted third-party service providers who perform services on our behalf. This includes, for example, insurance administrators, customer support vendors, payment processors, data storage or hosting providers, and analytics companies. These service providers are only permitted to use your information for the purposes of providing services to Arkana and are contractually obligated to protect it.
Affiliate Marketing Partners: With your consent, we may share your personal information (such as your name, contact information, and pet details) with third-party affiliate partners in the pet care industry — for example, companies that provide pet grooming, pet sitting or walking services, pet food and supplies, or veterinary and pet wellness services. These partners may use your information to send you marketing communications, offers, or promotions related to pet care products and services that might interest you. Arkana may receive compensation or other benefits as a result of this data sharing or if you choose to engage with those partner offers. Because of this, under privacy laws like the California Consumer Privacy Act (CCPA) and the California Privacy Rights Act (CPRA), some of this sharing of personal information may be considered a “sale” or “sharing” of personal data. Your Choices: We will only share your data with these third-party partners if you have agreed (opted in) to receive such marketing. If you later decide that you no longer want your information shared with these partners, you can opt out at any time (see the “Your Rights and Choices” and “California Privacy Rights” sections below for how to opt out).
Within Our Corporate Family: We may share information with our parent company, subsidiaries, or other affiliates (if we have any corporate affiliates) for purposes consistent with this Privacy Policy, such as to help provide insurance services or support to you. Business Transfers: If Arkana undergoes a business transaction like a merger, acquisition, reorganization, or sale of all or part of its assets, your personal information may be transferred as part of that deal. We will ensure that the new owner, if any, continues to protect your personal data in accordance with this Privacy Policy.
Legal and Regulatory Disclosures: We may disclose your personal information when we believe in good faith that such disclosure is required by law or legal process. For example, we might need to share information with state insurance regulators, in response to a court order or subpoena, or to address an insurance claim dispute. We may also share information if necessary to protect our rights, enforce our terms of service, or protect the safety of our users or others (for instance, sharing information with law enforcement to investigate fraud or abuse).
Your Rights and Choices
We believe in giving you control over your personal information. You have certain rights and choices regarding how your data is used and shared:
Opting Out of Marketing Emails: If at any time you prefer not to receive promotional emails from us, you can unsubscribe by clicking the “unsubscribe” link in any marketing email we send. Once you opt out, we will stop sending you promotional emails. (Please note that we may still send you non-promotional messages, such as those about your policy, billing, or customer service matters.)
Opting Out of Text Messages: If you have consented to receive SMS/text messages, you can opt out at any time by replying “STOP” to any message we send. We will process your opt-out request as soon as possible. (Note: You may continue to receive texts that are necessary for providing our services, such as verification codes or important notices, if applicable.)
Opting Out of Data Sharing (“Do Not Sell or Share”): If you have previously opted in to allow us to share your information with third-party partners for their marketing (as described above), you can request at any time that we stop sharing your personal data with those partners. To do so, you can click the “Do Not Sell or Share My Personal Information” link on our website (typically found in the website footer or privacy settings). You may also contact us directly (via email or phone, as listed in the Contact Us section below) to request that we not sell or share your info. Once we receive your opt-out request, we will not share your personal information with third-party marketing partners going forward. You will still be able to receive a pet insurance quote and use our services even if you opt out of such data sharing. Opting out of data sharing will not limit our ability to use your information for other purposes like providing our core services, communicating with you, or other non-marketing purposes.
Accessing, Updating, or Deleting Your Information: You can contact us at any time to request access to the personal information we hold about you, or to ask that we correct or update any inaccurate information. If you have an online account with us, you may also be able to update certain profile information by logging in. Additionally, you can request that we delete your personal information. Keep in mind there may be legal or business reasons we have to retain certain data (for example, records of an insurance policy you held with us, or information needed to complete transactions you requested), but we will honor deletion requests to the extent required by law and will inform you of any data we cannot delete if that situation arises.
Privacy Choices for California Residents: If you are a California resident, you have additional rights under the CCPA/CPRA. Please see the “California Privacy Rights” section below for more information on those rights and how to exercise them.
California Privacy Rights
If you are a California resident, you have specific privacy rights under California law (in particular, the California Consumer Privacy Act (CCPA) as amended by the California Privacy Rights Act (CPRA)). These rights are in addition to the choices outlined above and are designed to give California consumers greater transparency and control over their personal information. We extend these rights to California residents and, in many cases, to all our users. The following is a summary of your California privacy rights:
Right to Know: You have the right to request that we disclose what personal information we have collected about you in the past 12 months, including the categories of information, the categories of sources of that information, the business or commercial purposes for collecting or selling it, and the categories of third parties with whom we have shared or sold your information. You also have the right to request a copy of the specific pieces of personal information we have collected about you.
Right to Delete: You have the right to request that we delete personal information we collected from you, subject to certain exceptions. For example, we may need to retain information to complete a transaction you requested, to comply with a legal obligation, or for other reasons allowed by law. If we must retain certain data, we will let you know why.
Right to Correct: You have the right to request that we correct any inaccurate personal information we hold about you. We will take reasonable steps to verify and correct the information as needed.
Right to Opt Out of Sale or Sharing: You have the right to direct us not to sell your personal information or share it for cross-context behavioral advertising. As noted above, Arkana may share personal data with third-party marketing partners (in the pet services, grooming, and pet food sectors) in exchange for benefits; this may be considered a “sale” or “sharing” under California law. California residents (and all users, as we extend this option to everyone) can opt out of this at any time. To exercise your right to opt out, you can click the “Do Not Sell or Share My Personal Information” link on our website or submit a request to us via the contact methods below. We will honor your opt-out request and cease selling or sharing your personal data for marketing purposes.
Right of Non-Discrimination: We will not discriminate against you for exercising any of your California privacy rights. This means we won’t deny you services, charge you a different price, or provide a different quality of service just because you exercised your rights. For example, if you opt out of the sale or sharing of your personal information, you will still be able to obtain pet insurance quotes, purchase policies, and receive the same level of service from us as any other customer. Your choice to opt out will not affect the price or availability of our services. Submitting Requests: To exercise any of your California rights described above, you (or an authorized agent acting on your behalf) can contact us using the information in the “Contact Us” section below. Please specify which right you intend to exercise. We will need to verify your identity (or the authority of your agent) before processing certain requests, for your protection. Verification may involve confirming personal details we have on file or other steps as required by law. We will respond to your request as soon as practicable, and in any event within the timeframe required by California law (usually within 45 days).
California’s “Shine the Light” law (Civil Code Section 1798.83) also entitles California residents to request information about whether we have shared personal information with third parties for their direct marketing purposes. As of the effective date of this Privacy Policy, our practice is to only share personal information with third parties for marketing if you have opted in (and such sharing may be considered a “sale” under the CCPA/CPRA, which you can opt out of as described above). To make a Shine the Light request, you may contact us as described below.
Updates to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or for other operational reasons. If we make material changes, we will notify you by posting a prominent notice on our website or through other appropriate communication channels, and we’ll indicate the “Effective Date” of the updated policy at the top. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your information.
Contact Us
If you have any questions, concerns, or requests regarding this Privacy Policy or your personal data, please do not hesitate to contact us. We are here to help and committed to addressing any privacy-related issues. You can reach the Arkana Privacy Team in the following ways:
Email: [email protected]
Phone: 737-312-2672
Mail: Arkana Privacy Team, 2609 Euclid Avenue, Austin TX, USA 78704
We are here to help and will respond to your inquiries or requests as promptly as possible. Your trust is important to us, and we are committed to working with you to address any concerns about your privacy.