Privacy Policy
Petaholics Ltd. Privacy Policy
Last updated: 03-12-24.
- Introduction
Petaholics Ltd. respects your right to privacy. This Privacy Policy explains in detail the types of personal
information we may collect about you when you interact with us. It also explains how we will store and
handle that personal information, how we keep it safe, how you can exercise your privacy rights.
If you have any questions or concerns about our use of your personal information, then please contact us
using the contact details provided in the section of this Privacy Policy headed “How to contact us” below.
The terms “we“, “us“ or “our“ in this Privacy Policy refer to Petaholics Ltd. - When do we collect personal information?
We collect your personal information in a number of instances, including when you:
o Purchase a product or service in store or by phone
o Engage with us on social media;
o Engage with one of our ads on social media or while browsing online;
o Use our in-store WIFI
o Buy a pet from us;
o Contact us by any means;
o Ask one of our colleagues to email you information about a product or service;
o Comment on or review our products and services. Any individual may access personal
information related to them, including opinions. So if your comment or review includes
information about the colleague who provided that service, it may be passed on to them if
requested;
o Fill in any forms. For example, if an accident happens in-store, a colleague may collect your
personal information;
o Have given a third party permission to share the personal information they hold about you
with us;
o Phone us or we phone you, we may record phone conversations for record or training
purposes; and/or
o Use our shop, which usually have CCTV systems operated for the safety of both customers
and colleagues and for the prevention of crime. These systems may record your image during
your visit, including both in store and directly outside the shop.
We also collect your personal information when our partners – e.g. Exotic Direct (an exotic pet insurance
provider) – share information with us about the animal that you have purchased. - What personal information do we collect and why?
The personal information that we collect about you falls into the following categories:
(a) Information that you provide voluntarily
When you make a purchase or place an order in store or over the ‘phone, when you arrange a delivery of a
product or animal, when you hand over a pet to us for rehoming, if you are a private or commercial animal
breeder from whom we purchase livestock or apply for pet insurance with one of our partners, you may be
asked for some essential information including your title, first name, surname, postal address, email
address, telephone, details of your pet and, if applicable, payment information. These are collected to help
us:
o Contact you about your pet or your order / delivery
o Respond to any issues or queries via email, Facebook messages or Instagram
o Conduct analytics to understand how our products and services are used and to improve
your customer experience
(b) Information that we collect automatically
When you visit our Website or use our in-store WIFI, we may collect certain information automatically from
your device. This information may be considered to be your personal information under applicable data
protection laws. Specifically, the information we collect automatically may include information like your IP
address, device type, operating system, unique device identification numbers, browser-type, broad
geographic location (e.g. country or city-level location) and other technical information. We may also collect
information about how your device has interacted with our Website and in-store WIFI, including the pages
accessed and links clicked.
Collecting this information enables us to better understand the visitors who come to and use our Website
and in-store WIFI. We may look at where they come from, what content is of interest to them, what they
have viewed or looked at and in some instances what they have purchased. We use this information for
internal analytics purposes, to improve the quality and relevance of our Website and in-store WIFI to our
visitors and users and to deliver personally tailored retail offers on our website.
Some of this information may be collected using cookies, tracking pixels and similar tracking technology.
(e) Conducting analytics
We will use the personal information we hold about you (as well as pseudonymised or anonymised
information generated from your personal information) to carry out analysis and research that is necessary
for the purposes of our legitimate interests, in understanding our customers and ensuring that our products
and services meet the needs of our customers. We undertake data analytics and we combine information
we hold on in order to:
o Learn more about our customers and their preferences;
o To identify patterns and trends amongst our customers;
o Enhance user experience on our Websites
o Provide information, content, online advertising and offerings tailored to our customers'
needs;
o For general research and statistical purposes;
o To help us develop new products and services;
o To monitor performance of our products and services;
We will use your personal information (including by anonymising and aggregating it with other customers'
personal information) for sales, to determine how we are performing and where improvements can be
made. This is necessary for the purposes of our legitimate interests in understanding how our business is
performing, and considering how to improve our performance - Who do we share your personal information with?
We may disclose your personal information to the following categories of recipients:
o to our third party service providers who provide data processing services to us, or who
otherwise process personal information for purposes that are described in this Privacy Policy
or notified to you when we collect your personal information. Examples of the kind of third
parties we work with are:
o IT companies who support our Website
o Facebook, Instagram and similar platforms to show you products and services that might
interest you while you're browsing the internet; This is based on either your marketing
consent or your acceptance of cookies, tracking pixels or similar tracking technology whilst
browsing online, as explained further under the heading “Cookies and similar tracking
technology” below
o Data insight and data analysis companies (to provide us with tools to analyse the data which
we hold);
o Customer review companies (so you can leave feedback and we can improve our service to
you);
o To our local council (Tonbridge & Malling) with regards to our licensing regulations under The
Animal Welfare Act 2006 and the Animal Welfare (Licensing of Activities Involving Animals)
(England) Regulations 2018.
o to any competent law enforcement body, regulatory, government agency, court or other
third party where we believe disclosure is necessary (i) as a matter of applicable law or
regulation, (ii) to exercise, establish or defend our legal rights or apply our Terms and
Conditions, or (iii) to protect your vital interests or those of any other person;
o to a potential buyer (and its agents and advisers) in connection with any proposed purchase,
merger or acquisition of any part of our business, provided that we inform the buyer it must
use your personal information only for the purposes disclosed in this Privacy Policy; and/or
o to any other person with your consent to the disclosure.
Where we share your personal information with third party service providers we apply a policy to ensure
your personal information is safe and in order to protect your privacy. Our policy requires:
o We provide only the information they need to perform their specific services.
o They may only use your data for the purposes we specify in our contract with them.
o We work closely with them to ensure that your privacy is respected and protected at all
times.
o If we stop using their services, any of your personal information held by them will either be
deleted or rendered anonymous (subject to applicable law).
If you have any questions about the third parties we share your personal information with, please contact us
using the contact details provided under the “How to contact us” heading below.
With your agreement, third parties (such as Google, Bing, Yahoo, Facebook, Instagram, Twitter, Pinterest,
Snapchat, Tumblr) may serve targeting cookies on your computer or mobile device while browsing our
Websites. These companies may use information about your visits to this and other websites in order to
provide relevant advertisements about goods and services that you may be interested in. They may also
employ technology that is used to measure the effectiveness of advertisements. This can be accomplished
by them using cookies or web beacons to collect information about your visits to this and other sites in
order to provide relevant advertisements about goods and services of potential interest to you. The
information collected through this process does not enable us or them to identify your name, contact details
or other personally identifying details unless you choose to provide these (based on your marketing consent
or acceptance of cookies).
5. Legal basis for processing personal information
Our legal basis for collecting and using the personal information described above will depend on the
personal information concerned and the specific context in which we collect it.
However, we will normally collect personal information from you only:
o where we need the personal information to perform a contract with you,
o where the processing is in our legitimate interests and not overridden by your data
protection interests or fundamental rights and freedoms, or
o where we have your consent to do so
In some cases, we may also have a legal obligation to collect personal information from you or may
otherwise need the personal information to protect your vital interests or those of another person.
If we ask you to provide personal information to comply with a legal requirement or to perform a contract
with you, we will make this clear at the relevant time and advise you whether the provision of your personal
information is mandatory or not (as well as of the possible consequences if you do not provide your
personal information).
Similarly, if we collect and use your personal information in reliance on our legitimate interests (or those of
any third party), we will make clear to you at the relevant time what those legitimate interests are.
If you have questions about or need further information concerning the legal basis on which we collect and
use your personal information, please contact us using the contact details provided under the “How to
contact us” heading below
6. How do we keep your personal information secure
We use appropriate technical and organizational measures to protect the personal information that we
collect and process about you. The measures we use are designed to provide a level of security appropriate
to the risk of processing your personal information. Specific measures we use include:
o Having in place strict security procedures for the storage and disclosure of your information
to prevent unauthorized access.
Unfortunately, the transmission of information via the Internet is not completely secure. Although we will
do our best to protect your personal information, we cannot guarantee the security of your data
transmitted to and/or through our Website; any transmission is at your own risk. Once we have received
your information, we will use strict procedures and security features to try to prevent unauthorised access.
7. Data retention
We retain personal information we collect from you where we have an ongoing legitimate business need to
do so (for example, to provide you with a service you have requested or to comply with applicable legal, tax
or accounting requirements).
When we have no ongoing legitimate business need to process your personal information, we will either
delete or anonymise it or, if this is not possible (for example, because your personal information has been
stored in backup archives), then we will securely store your personal information and isolate it from any
further processing until deletion is possible. For more information about the specific periods for which we
retain your data, please contact us using the contact details provided under the “How to contact us”
heading below
8. Your data protection rights
You have the following data protection rights:
o If you wish to access, correct, update or request deletion of your personal information, you
can do so at any time by contacting us using the contact details provided under the “How to
contact us” heading below.
o In addition, you can object to processing of your personal information, ask us to restrict
processing of your personal information or request portability of your personal information.
Again, you can exercise these rights by contacting us using the contact details provided under
the “How to contact us” heading below.
o You have the right to complain to a data protection authority about our collection and use of
your personal information. For more information, see the section headed “Contacting the
regulator” below.
o We respond to all requests we receive from individuals wishing to exercise their data
protection rights in accordance with applicable data protection laws.
9. Contacting the regulator
If you feel that your personal information has not been handled correctly, or you are unhappy with our
response to any requests you have made to us regarding the use of your personal information, you have the
right to raise a complaint with the Information Commissioner's Office for UK residents, the Office of the
Data Protection Authority for Guernsey residents, and Isle of Man Information Commissioner for Isle of Man
residents.
You can contact them via their websites, the details are below:
o www.ICO.gov.uk;
o www.odpa.gg; and
o www.inforights.IM
10. Updates to this Privacy Policy
We may update this Privacy Policy from time to time in response to changing legal, technical or business
developments. When we update our Privacy Policy, we will take appropriate measures to inform you,
consistent with the significance of the changes we make. You can see when this Privacy Policy was last
updated by checking the “last updated” date displayed at the top of this Privacy Policy.
11. How to contact us
If you have any questions or concerns about our use of your personal information, please contact the Data
Protection Officer for Petaholics Ltd. at the following address: info@petaholicsltd.co.uk