BACKGROUND:

 

Petzania UK Ltd understands that your privacy is important to you and that you care about how your personal data is used. We respect and value the privacy of everyone who visits this website, www.petzania.co.uk. Our Site will only collect and use personal data in ways that are described here, and in a way that is consistent with our obligations and your rights under the law.

 

If you have any questions or concerns about the use of your personal information, please feel free to contact us via dataprotection@petzania.co.uk.

 

1. Definitions and Interpretation 

 

In this Policy the following terms shall have the following meanings:  

 

“Account” means an account required to access and/or use certain areas and features of Our Site;

“Cookie”means a small text file placed on your computer or device by Our Site when you visit certain parts of Our Site and/or when you use certain features of Our Site. Details of the Cookies used by Our Site are set out in Part 15, below; and

“Cookie Law”means the relevant parts of the Privacy and Electronic Communications (EC Directive) Regulations 2003.

​

2. Information About Us 

 

Our Site is owned and operated by Petzania UK Ltd, a limited company registered in England and Wales under company number 16215665.

 

Registered address: 7 Penny Cress Gardens, Maidstone, Kent, ME16 8JP

VAT number: 489 9258 10.

 

Data Protection Officer: Laura Boreham

Email address: dataprotection@petzania.co.uk

 

We are regulated by the Information of Commissioner’s Office (www.ico.org.uk)

 

3. What Does This Policy Cover?

 

This Privacy Policy applies only to your use of Our Site. Our Site may contain links to other websites. Please note that we have no control over how your data is collected, stored, or used by other websites and we advise you to check the privacy policies of any such websites before providing any data to them.

 

4. What Is Personal Data?

 

Personal data is defined by the UK GDPR and the Data Protection Act 2018 (collectively, “the Data Protection Legislation”) as ‘any information relating to an identifiable person who can be directly or indirectly identified in particular by reference to an identifier’.

 

Personal data is, in simpler terms, any information about you that enables you to be identified. Personal data covers obvious information such as your name and contact details, but it also covers less obvious information such as identification numbers, electronic location data, and other online identifiers.

 

5. What Are My Rights?

 

Under the Data Protection Legislation, you have the following rights, which we will always work to uphold:

​​​

• The right to be informed about our collection and use of your personal data. This Privacy Policy should tell you everything you need to know, but you can always contact us to find out more or to ask any questions using the details in Part 15.

• The right to access the personal data we hold about you. Part 13 will tell you how to do this.

• The right to have your personal data rectified if any of your personal data held by us is inaccurate or incomplete. Please contact us using the details in Part 15 to find out more.

• The right to be forgotten, i.e. the right to ask us to delete or otherwise dispose of any of your personal data that we hold. Please contact us using the details in Part 15 to find out more.

• The right to restrict (i.e. prevent) the processing of your personal data.

• The right to object to us using your personal data for a particular purpose or purposes.

• The right to withdraw consent. This means that, if we are relying on your consent as the legal basis for using your personal data, you are free to withdraw that consent at any time.

• The right to data portability. This means that, if you have provided personal data to us directly, we are using it with your consent or for the performance of a contract, and that data is processed using automated means, you can ask us for a copy of that personal data to re-use with another service or business in many cases.

 

For more information about our use of your personal data or exercising your rights as outlined above, please contact us using the details provided in Part 15.

 

It is important that your personal data is kept accurate and up to date. If any of the personal data we hold about you changes, please keep us informed as long as we have that data.

 

Further information about your rights can also be obtained from the Information Commissioner’s Office or your local Citizens Advice Bureau.

 

If you have any cause for complaint about our use of your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office. We would welcome the opportunity to resolve your concerns ourselves, however, so please contact us first, using the details in Part 15.

 

6. What Data Do We Collect and Why?

 

6.1 Depending upon your use of Our Site, we may collect and hold some or all of the personal and non-personal data set out below. Please also see Part 15 for more information about our use of Cookies and similar technologies.  When you make a purchase online, create an account or enter a prize draw/competition, we may ask you to provide some essential information including: your title, first name, last name, delivery address/registered card address, email address, telephone number, details of your pet (if applicable) and payment information. This information will help us to:

 

• Provide an enhanced user experience of our website

 

• Process your online order, including sending order received/confirmed and delivery information via email, or process payments due to us

 

• Contact you about your pet (Milestones, Birthday, Renewals), your order or your account.

 

• Discover and understand your needs, to receive relevant feedback via either market research, shopping habits, customer surveys or polls.

 

• Register your pet for our repeat order subscription service or surprise and delight treat box subscription service.

 

• Manage and process your pet, your registered plans for repeat order subscription service or surprise and delight treat box subscription service.

 

• Enhance your experience by delivering personally tailored offers specific to your order history or saved preferences

 

• Send you regular newsletters or other marketing and promotional offers via email and to manage your marketing preferences with your consent.

 

• Speed up your form filling processes should you register for an account online.

 

• Provide you with information regarding our charitable fundraising efforts for our chosen charity(s)

 

• To communicate via our customer service team with any received queries.

 

• Conduct website analytics to better understand how our products and services are used to help us improve your customer experience

 

• Notify you about any changes to our service.

 

• As an account holder or guest customer, we may also contact you to notify you of an abandoned cart/basket or if a purchase has not been collected.

 

6.2 When you visit our website, we may automatically collect certain information from your device, which could be considered personal information under the data protection laws.

 

This information may include device type, operating system, IP address, unique device ID’s, general location (i.e. city, county, country), browser type, and possibly how your device interacts with our website (for example, visited pages on our website and links clicked)

 

We use this information to understand our visitors better, including their interests, content preferences, and in some cases, purchases.  This helps us to improve our website, perform analytics and provide personalised retail offers (via opted in methods: email, SMS, direct mail)

 

Some of this information may be collected using cookies, tracking pixels or similar tracking technology, as explained in Part 15.

 

7. When do we collect or use your Personal Data?

 

In order to provide a great user experience, we collet your personal information in a number of ways, including when you:

 

• As a guest, make a purchase online (in this instance we will collect transaction-based information only)

 

• When you create an account to shop with us for convenience, for personalisation and to access features like order history, save addresses and loyalty programs.

 

• Visit our website and use your account to buy products and services or redeem vouchers.

 

• Engage with us either on social media, through one of our ads or while browsing online.

 

• Contact us by any means.

 

• Request any information from us to send you via email or other method regarding one of our products or services.

 

• Enter any of our prize draws or competitions.

 

• Fill or complete any forms either online via or website, our social media channels, email over the phone.

 

• Have given permission to 3rd party(s) to share the personal information they hold about with us.

 

• If you call us, or we call you, we may record the phone conversations for our records or training purposes.

 

With your permission and/or where permitted by law, we may also use your personal data for marketing purposes, which may include contacting you by email, telephone, text message or post with information, news, and offers on our products or services. You will not be sent any unlawful marketing or spam. We will always work to fully protect your rights and comply with our obligations under the Data Protection Legislation and the Privacy and Electronic Communications (EC Directive) Regulations 2003, and you will always have the opportunity to opt-out. We will always obtain your express opt-in consent before sharing your personal data with third parties for marketing purposes and you will be able to opt-out at any time.

 

In some circumstances, where permitted or required by law, we may process your personal data without your knowledge or consent. This will only be done within the bounds of the Data Protection Legislation and your legal rights.

 

8. How Long Will You Keep My Personal Data?

 

We will not keep your personal data for any longer than is necessary in light of the reason(s) for which it was first collected. Your personal data will therefore be kept for the following periods (or, where there is no fixed period, the following factors will be used to determine how long it is kept):

 

Type of Data

Identity Information including title, name, date of birth, gender

How Long We Keep It

We will retain this data for as long as you maintain an active account with us. If your account is inactive for 3 years or more, the data will be deleted unless required for legal or regulatory purposes.

​

Type of Data

Contact information including address, email address, telephone number.

How Long We Keep It

Contact information will be kept for as long as necessary to provide you with services or respond to inquiries. If no further interaction occurs, it will be deleted after 3 years unless required for legal or regulatory purposes.

​

Type of Data

Business information (if applicable) including business name, job title, profession, address.

How Long We Keep It

Business information will be retained for the duration of our business relationship and for up to 7 years after its conclusion, in line with tax and accounting regulations.

​

Type of Data

Payment information including card details, bank account numbers, direct debit details.

How Long We Keep It

Payment information will only be retained for the duration of the transaction and any required retention period for financial or legal compliance (e.g., 7 years for tax purposes). Card details are not stored directly by us but by our secure payment processor and are encrypted.

​

Type of Data

Profile information including preferences, interests, username and password, purchase history.

How Long We Keep It

Profile information will be retained for as long as your account is active. If your account is inactive for 3 years or more, this data will be deleted unless required for legal or regulatory purposes.

​

Type of Data 

Technical information including IP address, browser type, version and operating system.

How Long We Keep It 

Technical information is retained for up to 12 months for security and analytics purposes, after which it is anonymised or deleted.

​

Type of Data

Other information as required.

How Long We Keep It

Retention periods for additional data will depend on the purpose for which it was collected and any applicable legal or regulatory requirements.

 

 

9. 10 How and Where Do You Store or Transfer My Personal Data?

​​

We may store some or all of your personal data in countries outside of the UK. These are known as “third countries”. We will take additional steps in order to ensure that your personal data is treated just as safely and securely as it would be within the UK and under the Data Protection Legislation as follows:

 

We ensure that your personal data is protected under binding corporate rules. Binding corporate rules are a set of common rules which we are required to follow when processing personal data. For further information, please refer to the Information Commissioner’s Office.

 

Please contact us using the details below in Part 15 for further information about the particular data protection safeguards used by us when transferring your personal data to a third country.

 

The security of your personal data is essential to us, and to protect your data, we take a number of important measures, including the following:

 

• limiting access to your personal data to those employees, agents, contractors, and other third parties with a legitimate need to know and ensuring that they are subject to duties of confidentiality.

• procedures for dealing with data breaches (the accidental or unlawful destruction, loss, alteration, unauthorised disclosure of, or access to, your personal data) including notifying you and/or the Information Commissioner’s Office where we are legally required to do so.

 

11. Do You Share My Personal Data?

 

On occasion, we may disclose your personal information to 3rd party providers to further enhance the customer experience or fulfil our obligations to our customers.

 

• to third parties or business partners who provide data processing services to us or otherwise process personal information for purposes that have been described in this policy or notified to you when we collect your information.

 

Examples of those we may work with are:

 

• Companies who support our website or other business systems.

 

• Businesses/Suppliers/Partners who provide order fulfilment or delivery services (i.e. Royal Mail, DPD)

 

• Marketing/Loyalty Reward companies who help us manage electronic communications with you:

 

These could include Facebook, Instagram, Google, TikTok, X or similar platforms and partners to present products and services which may be of interest to you whilst browsing the internet.  This will only take place in the instance of your marketing consent or your acceptance of cookies, tracking technology whilst browsing online, as described further in Part 15.

 

• Customer Review companies which allow you to provide feedback in order to help improve our service

 

• Data analysis and insight companies (to help provide us with the tools to analyse the data which we hold in order to further provide the best offering and service to our customers).

 

• Promotional partners (such as voucher or cashback sites such as Quidco, TopcashBack)

 

• Prize Draw or Competition partners and promotors.

 

To any competent law enforcement or regulatory body, government agency, court or other third party where we believe disclosure is necessary1) as a matter of applicable law or regulation, 2) to exercise, establish or defend our legal rights or apply our Terms and Conditions, or 3) to protect your interests or those of any other person/

 

• To a potential buyer, its agents or advisors, in connection with any proposed merger, purchase or acquisition for any part or all of our business, on the condition we inform the buyer it must only use your personal information for the purpose intended and disclosed in this policy.

 

• To any person with your written consent to the disclosure.

 

In the case of sharing your information with third party providers or partners, and to ensure your personal information is safe and protect your privacy, we apply a policy which requires:

 

• Us to provide only the information they need to perform their specific services.

• They may only use your data for the purposes we specify in our contract with them.

 

• We continue to work with them to ensure that your privacy is respected and protected at all times.

 

• In the scenario of Us stopping using their services, any of your personal information held by them with either be destroyed/deleted or rendered anonymous.

 

With your consent, third parties (such as Facebook, Instagram, Google, X, TikTok, Pinterest, Snapchat, and Tumblr) may place targeting cookies on your computer or mobile device while you browse our websites. These third parties may use data about your visits to this site and others to display advertisements for products and services that may interest you. They may also use technology, such as cookies or web beacons, to assess the effectiveness of these advertisements. This process involves collecting information about your visits to various websites to deliver tailored ads, but it does not allow us or these third parties to identify your name, contact information, or other personal details unless you choose to share them (for example, by providing marketing consent or accepting cookies). For further details, please refer to Part 15.

 

12. How Can I Control My Personal Data?

 

1. In addition to your rights under the Data Protection Legislation, set out in Part 5, when you submit personal data via Our Site, you may be given options to restrict our use of your personal data. In particular, we aim to give you strong controls on our use of your data for direct marketing purposes (including the ability to opt-out of receiving emails from us which you may do by unsubscribing using the links provided in our emails and at the point of providing your details and by managing your Account).

2. You may also wish to sign up to one or more of the preference services operating in the UK: The Telephone Preference Service (“the TPS”), the Corporate Telephone Preference Service (“the CTPS”), and the Mailing Preference Service (“the MPS”). These may help to prevent you receiving unsolicited marketing. Please note, however, that these services will not prevent you from receiving marketing communications that you have consented to receiving.

 

13. Can I Withhold Information?

 

You may access certain areas of Our Site without providing any personal data at all. However, to use all features and functions available on Our Site you may be required to submit or allow for the collection of certain data.

 

You may restrict our use of Cookies. For more information, see Part 15.

 

14. How Can I Access My Personal Data?

 

If you want to know what personal data we have about you, you can ask us for details of that personal data and for a copy of it (where any such personal data is held). This is known as a “subject access request”.

 

All subject access requests should be made in writing and sent to the email or postal addresses shown in Part 15. 

 

There is not normally any charge for a subject access request. If your request is ‘manifestly unfounded or excessive’ (for example, if you make repetitive requests) a fee may be charged to cover our administrative costs in responding.

 

We will respond to your subject access request within 1 month and, in any case, not more than one month of receiving it. Normally, we aim to provide a complete response, including a copy of your personal data within that time. In some cases, however, particularly if your request is more complex, more time may be required up to a maximum of three months from the date we receive your request. You will be kept fully informed of our progress.

 

15. How Do You Use Cookies?

 

Our Site may place and access certain first-party Cookies on your computer or device. First-party Cookies are those placed directly by us and are used only by us. We use Cookies to facilitate and improve your experience of Our Site and to provide and improve our products and services. We have carefully chosen these Cookies and have taken steps to ensure that your privacy and personal data is protected and respected at all times.

 

By using Our Site, you may also receive certain third-party Cookies on your computer or device. Third-party Cookies are those placed by websites, services, and/or parties other than us. Third-party Cookies are used on Our Site for cross site tracking, enabling advertising and analytics. For more details, please refer to the table below. These Cookies are not integral to the functioning of Our Site and your use and experience of Our Site will not be impaired by refusing consent to them.

 

All Cookies used by and on Our Site are used in accordance with current Cookie Law.

Before Cookies are placed on your computer or device, you will be shown a description of prompt e.g. pop-up requesting your consent to set those Cookies. By giving your consent to the placing of Cookies you are enabling us to provide the best possible experience and service to you. You may, if you wish, deny consent to the placing of Cookies; however certain features of Our Site may not function fully or as intended. You will be given the opportunity to allow only first-party Cookies and block third-party Cookies.

 

Certain features of Our Site depend on Cookies to function. Cookie Law deems these Cookies to be “strictly necessary”. These Cookies are shown in the table below. Your consent will not be sought to place these Cookies, but it is still important that you are aware of them. You may still block these Cookies by changing your internet browser’s settings as detailed below, but please be aware that Our Site may not work properly if you do so. We have taken great care to ensure that your privacy is not at risk by allowing them.

 

The following first-party Cookies may be placed on your computer or device:

 

Name of Cookie

XSRF-TOKEN

Purpose

Cookie for fraud detection of calls

Strictly Necessary

Yes

​

Name of Cookie

hs

Purpose

Security Cookie for Hive (legacy)

Strictly Necessary

Yes

​

Name of Cookie

svSession

Purpose

Session Cookie for identification

Strictly Necessary

Yes

​

Name of Cookie

SSR-Caching

Purpose

Performance cookie for rendering

Strictly Necessary

Yes

​

Name of Cookie 

TS*

Purpose

Cookies for attack detection

Strictly Necessary

Yes

​

Name of Cookie

bSession

Purpose

Used for system effectiveness measurement

Strictly Necessary

Yes

​

Name of Cookie

fedops.logger.sessionId

Purpose

Tracking session errors and issues (resilience)

Strictly Necessary

Yes

​

Name of Cookie

_wixAB3|*

Purpose

Cookie for site experiments

Strictly Necessary

Yes

​

Name of Cookie 

server-session-bind

Purpose

Cookie for API protection

Strictly Necessary

Yes

​

Name of Cookie 

client-session-bind

Purpose 

Cookie for API protection

Strictly Necessary

Yes

 

Examples of third-party Cookies may be placed on your computer or device such as:

​

Name of Cookie 

_ga (Google Analytics)

Provider 

Google

Purpose

Tracks user behaviour and website performance metrics to improve user experience.

​

Name of Cookie

_fbp (Facebook Pixel)

Provider 

Meta/Facebook

Purpose

Tracks user activity for delivering targeted advertisements on Facebook.

​

Name of Cookie 

_gcl_au (Google Ads)

Provider

Google

Purpose

Measures ad performance and conversion tracking for Google Ads campaigns.

​

Name of Cookie

_uetsid (Microsoft Advertising)

Provider

Microsoft

Purpose

Tracks user activity for ad targeting and performance measurement on Microsoft platforms.

​

Name of Cookie 

ig_did (Instagram)

Provider

Instagram

Purpose

Tracks user sessions and interactions on Instagram for analytics and personalised experiences.

 

In addition to the controls that we provide, you can choose to enable or disable Cookies in your internet browser. Most internet browsers also enable you to choose whether you wish to disable all Cookies or only third-party Cookies. By default, most internet browsers accept Cookies, but this can be changed. For further details, please consult the help menu in your internet browser or the documentation that came with your device.

 

You can choose to delete Cookies on your computer or device at any time; however, you may lose any information that enables you to access Our Site more quickly and efficiently including, but not limited to, login and personalisation settings.

 

It is recommended that you keep your internet browser and operating system up-to-date and that you consult the help and guidance provided by the developer of your internet browser and manufacturer of your computer or device if you are unsure about adjusting your privacy settings.

 

16. How Do I Contact You?

 

To contact us about anything to do with your personal data and data protection, including to make a subject access request, please use the following details:

 

Email address: dataprotection@petzania.co.uk

 

17. Changes to this Privacy Policy

 

We may change this Privacy Policy from time to time. This may be necessary, for example, if the law changes, or if we change our business in a way that affects personal data protection.

 

Any changes will be immediately posted on Our Site, and you will be deemed to have accepted the terms of the Privacy Policy on your first use of Our Site following the alterations. We recommend that you check this page regularly to keep up to date. This Privacy Policy was last updated on 27/03/2025.

 

18. Attribution

 

This Privacy Policy has been created using a document template from www.simply-docs.co.uk.