1. How we use your information
The information you choose to give us will be used in a variety of ways. We’d like you to understand why we ask for particular pieces of information; how it will enable us to deliver a service to you, or deliver a better shopping experience on our website. We’ll take a look at each piece of information we collect in turn.
1.1 Your name and contact details and how we use them
- We’ll need your name, address and other contact details to deliver your order to your door.
- We’ll send you service messages by text or email, such as order confirmation and dispatch emails. This allows us to complete our contract with you, i.e. get your order to you successfully and to keep you informed of it’s progress.
- We’ll also store the name and email address of your nominated recipient when purchasing gift cards.
- We may send you information about our products we think you’ll be interested in by email (including new arrivals and promotions) if you choose to receive them. You can update your marketing preferences at any time by following the links placed within our marketing emails or contacting us.
- We may also use your address to estimate shipping costs before placing an order.
- If you ask us to, we will send you an email to let you know that an out of stock product is back in stock.
- If you create an account, your contact information will be used to allow you to log in to your account pages, and to populate the checkout for future orders.
- To help us prevent and detect fraud, we may very occasionally need to investigate orders that could possibly be fraudulent. This may be to better protect you and/or Pettable.
- We use a third-party service provider, Freshdesk, to provide help desk and support ticketing functionality. Freshdesk may record any information submitted during interactions with us through ticketing, email or social media, and this data will be used to allow us to provide the best possible customer service to you. Freshdesk is fully compliant with the GDPR, and you can read more about how they handle data here.
- We may pass your name and email address to Trustpilot (an independent third-party organisation) for the purpose of collecting independent reviews of our services and/or products on our behalf. Trustpilot may use this data to contact you following a purchase and invite you to submit a review of a product you’ve purchased or your shopping experience with us. Reviews help our customers make more effective buying choices, and help us to determine if we need to make adjustments to our processes to ensure we’re providing the best service we can.
1.2 Your purchase history and saved items and how we use them
- You need to be able to add the things you’d like to your basket. We may use your purchase history to speed up this process.
- If you subscribe to our newsletters, we may use your purchase history and/or saved items to send communications tailored to you.
- In order for us to complete our contract, we need to be able to resolve any issues. We’ll need this information to provide customer service and support or handle any returns.
- We may pass your purchase history to Trustpilot (an independent third-party organisation) for the purpose of collecting independent reviews of our services and/or products on our behalf.
1.3 Your payment information and how we use it
We require your payment information to take payment, process refunds and prevent fraud. We use a secure payment gateway from Stripe to process your card details, which means they are never held by Pettable.
- In order to complete our contract, it’s essential for you to pay for the items. We also need to be able to give a refund should anything not be suitable.
- To help us prevent and detect fraud, us or Stripe may very occasionally need to investigate orders that could possibly be fraudulent. This may be to better protect you and/or Pettable.
1.4 Your contact history with us and how we use it
This might be something you’ve said to us via telephone, chat, ticketing, email or through social media channels.
- We love to be able to provide a good customer service. This means we may use a record of our previous conversations to quickly resolve any issues you may have, and ensure you’re always happy with us.
1.5 Information about your device and how you use our website and how we use it
This is information you give us when you browse our site, including your IP address and device type, if you choose to share it with us.
- If we know, for instance, that most people use our website from a phone, we need to be able to ensure that the experience they receive is perfect from that device. We’re working tirelessly to deliver the best experience no matter where you are when you shop. This allows us to continually improve our website.
- To help us improve the shopping experience of our customers we may remind you by email of tasks carried out via our website which remain incomplete, such as incomplete orders or abandoned baskets.
- If you leave a comment or product review on our site we collect your IP address and browser user agent string to help detect spam.
- Very occasionally we may need to investigate orders or activity that could possibly be fraudulent. This may be to better protect you and/or Pettable. We may also use device information to ensure we keep your data safe. It’s essential we protect our website.
1.6 Comments and product reviews left on Pettable and how we use them
If you submit a comment or a review of a product, we may display this data with your name on our website to allow our customers to make more effective buying choices.
We will also collect your IP address and browser user agent string to help spam detection.
1.7 How we use your responses to competitions
It’s necessary to use personal details to choose and announce a winner of a competition and we will sometimes, with your permission, announce your win in our marketing messages.
2. Sharing your information
We will never sell your information to a third party. We’re grateful that you choose to share your information with us, and we want you to know that you can trust us with the information you share.
We do however, as part of our day to day servicing of your order, have to share some of the information you give us with third parties, for instance:
- Companies that help us provide our service to you, e.g. payment providers like Stripe and courier companies.
- Professional service providers, such as marketing agencies or advertising partners, who may work on areas of our business on our behalf, e.g. advertising on Google.
- Credit reference agencies, law enforcement and fraud prevention agencies, so we can help tackle fraud.
- Trustpilot, for the purpose of collecting independent reviews of our products and/or services on our behalf. Trustpilot may use this data to contact you following a purchase and invite you to submit a review of a product you’ve purchased or your shopping experience with us. Reviews help our customers make more effective buying choices, and help us to determine if we need to make adjustments to our processes to ensure we’re providing the best service we can.
We use a third-party service provider, Freshdesk, to provide help desk and support ticketing functionality. Freshdesk may record any information submitted during interactions with us through ticketing, email or social media, and this data will be used to allow us to provide the best possible customer service to you. Freshdesk is fully compliant with the GDPR, and you can read more about how they handle data here.
We may provide third parties with non-personal, aggregated analytics about our customers and how they use our website. We’ll ensure that it is impossible to identify you through any data we share.
3. Emails and marketing messages
If you ask us to, we’ll send you marketing messages by email. These marketing emails will let you know about our best offers and any new products that we think you will enjoy.
If you’ve placed a recent order with us we may also invite you by email to review your shopping experience with us or the products you’ve purchased. This is so we can monitor and improve the service we offer, and help other shoppers make better buying choices.
Should your marketing preferences change, we make it very simple for you to stop receiving marketing messages from us at any time.
You can stop receiving marketing messages from us:
- By clicking on the ‘unsubscribe’ link in any email
- By contacting us directly.
In order for us to honour our contract to you it’s necessary for us to email you about your order, for instance to confirm your purchase and then to let you know it has been dispatched; you may also be contacted by our chosen courier partners to notify you of their progress.
4. Retaining your information
We generally store information about you for as long as we need the information for the purposes for which we collect and use it, and we are not legally required to continue to keep it. For example, we will store order information for 6 years for tax and accounting purposes. This includes your name, email address and billing and shipping addresses.
If you leave a comment or a product review, the comment and its metadata are retained indefinitely.
If you register on our website, we will store the personal information you provide your user profile. All users can see, edit, or delete their personal information at any time (except they cannot change their username). Website administrators can also see and edit that information.
5. Your rights
We hope this policy helps you to understand the rights you have in relation to your personal information. In short;
- You have the right to understand how we store and use your personal information, which is what this policy is all about.
- You can ask us at any time to tell you what personal information about you we hold.
- The right to ensure the information we hold about you is accurate. We’ll do whatever we can to make sure that’s the case. You can update your own information at any time by logging in to your account.
- The right to request that we delete your data.
- The right to stop marketing messages at any time.
- The right to complain to your data protection regulator — in the UK, the Information Commissioner’s Office.
6. Changes to how we protect your privacy
We have a separate document covering all things Cookie related, which you can view here – Cookie Notice.
8. How to contact us
Last updated 25/10/2020