Privacy policy

Last updated: 26 September 2026

Paw Memory House is a trading name of Memory House Labs Limited (NZBN 9429047918863), Unit 203, 10 Aylesbury Street, Pakuranga, Auckland 2010, New Zealand ("we", "us"). This policy explains what personal information we collect when you use pawmemoryhouse.com or order from us, what we do with it, who we share it with, and the choices you have. Questions go to hello@pawmemoryhouse.com.

What we collect

Photos you upload. To make a preview we need the photo you choose, and anything in it: your pet, and any people you include. If you add a name to be printed on the card that comes with the piece, we collect that too.

Your previews. The paintings we make from your photo, the style you picked, and when you made them.

Order details. Your name, email, phone number, shipping and billing address, what you ordered and what you paid. Card details are handled by our payment providers; we never see or store your full card number.

Messages. Anything you send us by email or through the contact page.

Device and usage information. Your IP address, browser and device type, the pages you visit, and how you move through the site. When you first make a preview, our server gives your browser a random device code, kept in your browser's local storage, so we can apply the daily limit on free previews and show you the previews you have already made. It does not contain your name or email.

Marketing sign-ups. If you give us your email for the welcome offer or our newsletter, we keep it along with your consent.

How we use it

To make your previews and, if you order, to print, pack and ship your piece and send you the digital file.
To keep your approved painting on file so we can reprint it under our lifetime cover.
To run the free preview fairly: limits per device and per network stop automated abuse of the service.
To answer your messages and handle problems with an order.
To send you offers and news if you asked for them. Every marketing email has an unsubscribe link.
To understand how the site is used and improve it.
To show you our ads on Facebook and Instagram and measure whether they work (see "Advertising" below).
To meet our legal, tax and accounting obligations.

We do not sell your personal information. We never use your photos or your pet's or family's likeness in our own marketing, examples or ads without your written permission. We do not use your photos to train AI models.

Who we share it with

We share information only with the service providers that help us run the shop, and only what each one needs:

Shopify (Canada/US), which hosts our store, checkout and customer records.
Payment providers: Shopify Payments (including Shop Pay, Apple Pay and Google Pay), which processes your payment.
Our image-generation provider, Volcano Engine, which receives your photo to produce the painting and returns the result to us. Your photo is sent over an encrypted connection and used only to produce your image.
Alibaba Cloud, which stores uploaded photos, previews and print files for us in Singapore.
Our printing and framing partner in China, which receives the print file of the painting you ordered, the name for the card if you added one, and the shipping label.
YunExpress and its local delivery partners, which receive your name, address and phone number to deliver your parcel.
Meta Platforms (Facebook and Instagram), for advertising and measurement.
SpiritX Insights, our own site analytics tool, operated by a related company, which records how visitors use the site.
Microsoft Clarity, used through SpiritX Insights, which records how pages are used (taps, scrolling and the pages viewed) so we can see what is hard to use. Your photos and the paintings made from them are hidden from these recordings.
Zoho, which hosts our email.
Professional advisers, and authorities where the law requires it.

Sending information overseas

We are based in New Zealand, but several of the providers above store or process information in other countries, including China, Singapore, the United States and Canada. The laws of those countries may not protect personal information in the same way as New Zealand, Australian, UK or EU law. We choose providers that protect information with encryption and access controls, give them only what they need for the service, and do not allow them to use it for their own purposes. By uploading a photo or placing an order, you acknowledge that your information will be handled in these countries as described here.

Advertising and cookies

We use the Meta Pixel and Meta's Conversions API. When you visit our site, add something to your cart or buy, information about that visit (such as the pages viewed, the products and the order value) and identifiers such as your IP address, browser details and, at checkout, a scrambled (hashed) version of your email or phone number are sent to Meta. Meta uses this to show our ads to you and to people like you, and to tell us how our ads perform.

We use cookies and similar technologies for the shopping cart, checkout, analytics and advertising. You can accept or decline non-essential cookies in the cookie banner, and change your choice at any time through the "Cookie preferences" link at the bottom of the site. You can also manage how Meta uses information from other websites in your Facebook "Off-Facebook activity" settings.

If you live in a US state with a consumer privacy law (such as California): sharing information with Meta for targeted advertising may count as "sharing" under those laws. You can opt out at Your privacy choices, and we honour Global Privacy Control signals sent by your browser.

How long we keep it

Photos and previews you made but did not order: deleted 90 days after you made them.
Photos, the approved painting and print files for an order: kept for as long as we offer the lifetime reprint on that piece, so we can reprint it. Ask us and we will delete them sooner, which ends the reprint cover.
Order and payment records: 7 years, as New Zealand tax law requires.
Marketing email addresses: until you unsubscribe.
Download links for your digital file expire after 30 days; we will send a new one on request.

Your rights

You can ask us for a copy of the personal information we hold about you, ask us to correct it, or ask us to delete it. We will respond within 20 working days. We may need to confirm your identity first, and we may keep what the law requires us to keep, such as order records.

Depending on where you live, you may have further rights: under the EU or UK GDPR, to object to or restrict processing, to data portability, and to withdraw consent at any time; under US state laws, to opt out of targeted advertising and not to be treated differently for using your rights. Where GDPR applies, we rely on the contract with you to make and deliver your order, your consent for marketing emails and advertising cookies, and our legitimate interest in running and protecting the site.

To use any of these rights, email hello@pawmemoryhouse.com.

If you are not happy with how we handle your information, please tell us first. You can also complain to the New Zealand Privacy Commissioner (privacy.org.nz), the Office of the Australian Information Commissioner (oaic.gov.au), the UK Information Commissioner (ico.org.uk), or your local data protection authority.

Children

Our site is not meant for children under 16 and we do not knowingly collect their information. Photos of children should only be uploaded by a parent or guardian.

Security

We use encrypted connections, private storage with time-limited signed links, and restricted staff access. No system is perfectly secure; if a breach is likely to cause you serious harm, we will tell you and the relevant authority as the law requires.

Changes

We will post any changes on this page and update the date above. If a change is significant, we will tell you by email or on the site.