Privacy Policy

Effective Date: September 16, 2021

WHEN YOU ACCESS OR USE THE WEBSITE, OR OTHERWISE PROVIDE ANY INFORMATION TO US, YOU AGREE TO THIS PRIVACY POLICY, INCLUDING THE MANNER IN WHICH WE USE YOUR INFORMATION, WHETHER OR NOT YOU HAVE AN ACCOUNT WITH PRIVÉ . IF YOU DO NOT AGREE TO THIS PRIVACY POLICY, OR TO ANY CHANGES WE SUBSEQUENTLY MAKE TO THIS PRIVACY POLICY, YOU MUST IMMEDIATELY STOP USING THE WEBSITE OR OTHERWISE PROVIDING ANY INFORMATION TO US.

This website is owned and run by Privé Pet, LLC ("we", "our", "us"). If we use the term "our Company", this means us and our subsidiaries. The term "our online services" refers to PRIVÉ PET our pages on third party social media platforms such as Instagram, Facebook, Twitter, Pinterest, YouTube, TikTok and Google+ and any other websites or apps we own or run from time to time. The term "our services" refers to our online services.  If you use any of our services, we will refer to you using the terms "user", "visitor", "you", "your", "yours" in this policy.

We respect the privacy rights of our visitors and recognize the importance of protecting the information collected about them. This privacy policy is about how we collect, store, and use the personal information that you provide to us.

If you are under 18, you must inform a parent or guardian about our privacy policy to obtain their agreement to the privacy policy before registering, subscribing or placing an order with us.

1. What personal data do we collect from you and how?

    We collect and process only the data that is required to allow us to provide our services to you. We collect the following data when you browse or shop at www.privepet.com:

    • We process the personal data required to complete and dispatch your purchase, including your name, billing address, delivery address, payment details, mobile number, telephone number and email address. We collect your email address in order to send you confirmation of your order; we collect your telephone number so that we can contact you if there are any issues with the order.
    • We collect your email address when you sign up to receive the PRIVÉ PET newsletter.
    • If you register for a PRIVÉ PET account, we collect your name, email address, password, country and additional data regarding your favorite products and your marketing preferences.
    • When you contact our Customer Care team, we may collect additional data to help us resolve any queries relating to your order, delivery, payments, marketing, the website or any other queries.
    • We collect and process data about your browsing on www.privepet.com, including the pages you visit and how you interact with these pages. If you have registered for an account, we collect browsing data about your access to the dedicated areas of the website.
    • If you are a customer of www.privepet.com, or if you have given us your consent, we collect and process your personal data for direct marketing activities.
    • If you provide us with someone else's data - for example, if you purchase a product to be delivered to a friend or as a gift - we will collect and process the personal data required to complete the transaction such as the name, delivery address and other contact details for your friend. If you are receiving an item as a gift, we will process your data only to fulfil the gift request and our contractual obligations.
    • If you subscribe to receive the PRIVÉ PET newsletter, we will collect and process the personal data required to complete and dispatch your purchase, including your name, billing address, delivery address, payment details, telephone number and email address. We collect your email address in order to send you confirmation of your order; we collect your telephone number so that we can contact you if there are any issues with the subscription. You have the option to provide us with your birth day and month and to subscribe to our marketing communications and those from our partners.
    • When you call our Customer Care team, your call will be recorded for training and fraud prevention purposes.

    2. What about cookies? What are cookies?

      We and our business partners collect information about your use of our online services using cookies. Cookies are very small files that are sent by us to your computer or other device which we can access when you visit our site in future. Cookies help us remember who you are and other information about your visits. They can help display the information on a website in a way that matches your interests. Most major websites use cookies.

      The cookies used on our online services:

      The cookies we and our business partners use on our online services can be grouped into the following categories:

      Essential cookies: Some of the cookies on our online services are essential for us to be able to provide you with a service you have requested. An example of this would be a cookie that enables you to log into your account on the website, or one which allows communication between your browser and the website. Our cookie-preference cookie, described in the section ‘How to reject or opt out of receiving cookies’, is also an essential cookie. You may not be able to use our website without these cookies.

      Website functionality cookies: These cookies enable you to browse our online services and use features such as shopping baskets and wish lists.

      Website analytics cookies: We use these cookies to measure and analyse how our customers use our online services. An example is counting the number of different people visiting our website or using a particular feature, rather than the total number of times the site or feature is used. This allows us to continuously improve our online services and your shopping experience.

      Customer preference cookies: When browsing or shopping online, our online services will remember preferences you make (for example your user name, language or location). This improves your experience and makes your browsing simpler, easier and more personal to you.

      Social sharing cookies: When browsing or shopping online, our online services will remember preferences you make (for example your user name, language or location). This improves your experience and makes your browsing simpler, easier and more personal to you.

      Interest-based advertising cookies: You will have noticed, when visiting other websites, that you are shown adverts for products and services you may wish to buy. The money made by website owners for showing third-party adverts on their websites often pays for the cost of running the website, and therefore often allows you to use the website without having to pay a registration or usage fee. Like many businesses, we place adverts for our services on a range of our partners’ websites. However, to try and ensure that the adverts you see are relevant to you, we use cookies to collect information about the types of things that interest you, for example websites you visit and your geographic location. Having these cookies does not increase the number of adverts you will be shown, but simply makes the adverts you see more relevant. In addition, they limit the number of times you see an advertisement, as well as helping us measure the effectiveness of our advertising campaigns.

      How to reject or opt out of receiving cookies

      If you want to delete any cookies that are already on your computer, please refer to the help and support section on your internet browser for instructions on how to locate the file or directory that stores cookies.

      Please note that our online services cannot always control third-party cookies stored on your machine from our online services and that setting your cookie preferences with us will not stop those third-party cookies from being stored on your machine. Therefore you must manage these cookies directly with the relevant third party.

      3. How this information may be used

        Whenever you give us your personal information we will use it in accordance with applicable privacy laws and for the purposes set out in this policy, on the data entry forms you complete, in any relevant terms and conditions and on pages or emails which link to the data entry forms.

        When you use our services:

        If you use any of our services, register for or attend one of our events, set up, look at or change your account details or contact a member of our Customer Care team, we will record your personal details. Your information will be used in the first place to provide the products, services or information you have asked for and to provide you with a personalized shopping experience. We keep the information you provide and may use it for several purposes, including: (i) accounting, billing, reporting and audit; (ii) credit checking or screening; (iii) authentication and identity checks; (iv) credit, debit or other payment card verification and screening; (v) debt collection; (vi) safety, security, health, training, administrative and legal purposes; (vii) data matching and dedupe, statistical and market analysis, and marketing information; (viii) advertising and marketing for us, our company and third parties; (ix) developing, testing and maintaining systems; (x) studies, research and development; (xi) customer surveys; (xii) customer care and to help us in any future dealings with you, for example by identifying your requirements and preferences; (xiii) where required by law or in connection with legal proceeding or disputes; and (iv) any other uses set out in the terms and conditions for use of our services. For these purposes we may disclose your information to one or more of the other organisations listed in the section called “who we will share your personal information with”.

        Saved payment card details will only be shared with our payment partner and not with any other third parties and will only be used to process your order, using our payment partner's systems.

        We may also use your personal information to send you marketing updates, as detailed in the next section.

        Tracking how our online services are used:

        We collect, and use third parties to collect and share with us, information from visitors to our online services and analyse it to build up a picture of how people use our websites. This helps us improve the services we offer. We may also give anonymous statistics about visitors to other, reputable organizations, but the information we provide will not include details that would allow these organizations to identify you. 

        Customization of our online services and advert targeting:

        We may use the information you give us about yourself and the information we collect via cookies when you use our online services to build up a picture of your interests. We may then use this information to try to make sure that when we send you marketing communications and when you visit our websites or use our online services, you don't miss offers and information that might interest you. This information may also be used by our third party advertising agencies and networks, to advertise our own or third party products and services to you when you visit third party websites and online services. This is called advert targeting or interest-based advertising. For more information on how to reject targeted advertising or interest-based advertising cookies please read our Cookie Policy.

        Testimonials:

        If you give us feedback, we may use it to improve our services and we may publish it online or offline to promote our business and our services. We will ask for your permission before we publish it.

        Comments and reviews submitted to our online services:

        If you wish to submit a comment or feedback on a blog or article featured on our services, we may (but are not obliged to) publish your comment online or offline to promote our business and our services. We will collect your name or username which will be displayed next to your comment and e-mail address, which will not be published, but which we may use to contact you in relation to your comment.

        Mobile services:

        When you request our mobile services, we may keep your mobile phone number, the make and model of your phone, the operating system used by your phone and details of your network operator, and we will link a unique identifier to your mobile phone number. We’ll store your device language, app language, and country. We need this information in order to provide the features and services enabled through our mobile services and to administer our mobile service.

        Social networks:

        If you follow us or interact with us on any of our pages on third party social media platforms, such as Instagram, Facebook, Twitter, Pinterest, YouTube, TikTok and Google+, information you provide will be subject to the third party’s privacy policy, as well as this privacy policy.

        Direct marketing:

        For information on how we may market to you, please read the section called “marketing opt-in and opt-out provisions”.

        Customer surveys:

        Every now and again, we may ask you for your opinion on our services and the products you have purchased through our services. When we do research or surveys, we may use cookies and may combine the information collected by those cookies with your answers.

        4. Who we will share your personal information with

          We will share your information with other companies in our company, who may use it for their own business purposes, as set out in their privacy policy. These purposes may include financial reporting and analysis, strategic planning, the development of customer segmentation and metrics to provide a consistent view of our customer base, research and analytics, to help us source the right products in future and make better product recommendations, more effective targeting of our marketing campaigns, the creation of inspiring content and editorial features, the development of new products and collaboration opportunities with designer brands. It will also be used to provide more tailored marketing by phone, post, email, SMS or any other means (electronic or otherwise) and you expressly agree to such use.

          From time to time, we may engage third party business partners to provide information about you or to collect personal information on our behalf. We may also share or match your data with third party business partners to provide you with the products, services or information you ask for or for interest-based advertising. We may pass your information onto one or more of the following organizations: (i) data processing companies, mailing houses and other third party suppliers working on our company’s behalf; (ii) ad-serving agencies and other advertising intermediaries; (iii) credit reference or fraud prevention agencies, which may keep a record of that information; (iv) research students, universities and other research and development organisations; (v) regulatory bodies, government and enforcement agencies, such as the police.

          Every now and again, we receive requests for information from government departments, the police and other enforcement agencies. If this happens, and there is a proper legal basis for providing your personal information, we will provide it to the organization asking for it.

          We collate information about site traffic, sales, wish lists, and other commercial information which we may pass onto third parties, but this information does not include any details which can identify you personally.

          5. Where we process your personal information

            When we use your information as described in this policy, this may involve sending your information outside of the United States. When we do this, we make sure that appropriate steps are taken to protect your personal information and your rights. By providing us with your personal information, you agree that we may transfer, store and process your information outside the USA. Governments in countries such as the USA have broad powers to access data for security, crime prevention and detection and law enforcement purposes.

            6. Marketing opt-in and opt-out provision

              We offer you the chance to receive news and fashion updates which, depending on your preferences, we will discuss with you by phone or live chat or send to you via email, SMS and/or direct mail. These include alerts for new products, features, enhancements, special offers, upgrade opportunities, contests, events of interest, and one-off marketing promotions. You can opt-out of receiving these updates, if you wish.

              We, or our third party business partners, may also ask you if you want to receive marketing if you enter a promotion or attend an event thrown or sponsored by us. Other companies in our company may also pass your personal information to us for marketing use.

              Marketing communications you subscribe to will only be sent by our company.

              You have the right to ask us not to use your personal information for marketing. At all times, we will offer you the opportunity to unsubscribe from any service or update to which you have subscribed, if you change your mind. Whenever you receive direct marketing from us, we will tell you how to unsubscribe. Alternatively you can change your marketing preferences by signing into My Account. To opt out of direct mail, please contact our Customer Care team by emailing us at customercare@privepet.com

              If you tell us that you do not want to receive direct marketing, we will still contact you in order to provide you with products and services you request and for administration purposes.

              7. How you can access your personal information and keep it up to date

                You have the right to see information we hold about you, with some exceptions which are described in the privacy laws. If you would like a copy of your personal information, please contact us at customercare@privepet.com

                You have the right to review and update your personal details. If for any reason you are concerned that the personal information we hold is not correct, please visit our online services and, after logging into the site using the "Sign In" menu on the home page, your personal information will be made available for review and change in the "My Account" section. Only you or, upon your request, our Customer Care team, may access your personal data from our online services using your user ID and password. Information may be changed online within “My Details”, “Shipping Details” and “My Email Preferences”. You can change or delete saved credit/debit card details each time you make a purchase. You will also be able to delete saved credit/debit card details by adding or editing a shipping/billing address. If you change your billing or shipping address while your order is still being processed, the order will be re-processed through security validation checks. If you prefer, you may contact us by email at customercare@privepet.com and we will amend your personal details.

                8. Safeguarding your personal information

                  We will take reasonable care to maintain appropriate safeguards to ensure the security, integrity and privacy of the information you have provided to us. We have put in place technology and security policies which are designed to protect the personal information we hold about you. We also follow the security procedures that applicable privacy laws require. These cover storing, using and releasing any information you have provided and, as well as measures designed to prevent unauthorised access or use. When you place an order or access your account information, we use a Secure Socket Layer (SSL) encryption which encrypts your information before it is sent to us to protect it from unauthorised use.

                  9. Why we link to other websites

                    Our online services contain hyperlinks to websites that are owned and operated by other organisations. These websites have their own privacy and cookie policies, and we urge you to read them. They control how your personal information is used when you give it to these other organisations or they collect it with cookies. We do not approve any other websites and we are not responsible for any information, material, products or services that are on or accessible through those websites or for the privacy practices of websites run by other organisations. If you use these other websites you do so at your own risk.

                    10. Complaints

                      We may update this privacy policy from time to time so you may want to check it each time you give us personal information or use our websites.

                      11. Where and how to ask questions or contact us about this policy

                        If you require further information about our privacy policy, please go to the help section of our websites where Frequently Asked Questions (FAQs) are answered. We welcome your questions, comments and requests about this privacy policy. If you require more information, please contact us at hello@privepet.com

                        International Users

                        PRIVÉ PET is based in the United States, with our servers and offices headquartered in the United States. Please be aware that information you provide to us or that we obtain as a result of your use of the Website, an Account, or any services provided by us will be processed and transferred to, and be subject to the laws of, the United States. The privacy and data protection laws in the United States will be different from similar laws in your country of residence. By using the Website or an Account, or by providing us with your information, you consent to the collection, transfer, storage and processing of information to and within the United States. If our cookies or other software detects IP addresses located in a country outside the United States, we reserve the right to deny access to any and all of our services.

                        EU Users

                        If you are in the EU, you have certain additional rights and protections under the law regarding the collection and processing of your personal data.

                        Legal Basis for Processing

                        If you are in the EU, we will collect and process your personal data:

                        • To perform our responsibilities under our contract with you (e.g. processing payments for and fulfillment of the goods you have ordered);
                        • When we have a legitimate interest in collecting and processing your personal data in order for us to run a successful commercial organization (e.g. to communicate with you about updates regarding your order, to advertise products to specifically tailored for you, and send you updates to this policy);
                        • Where you have given your consent (e.g. to market products to you, to use Location Information) – please note that you can withdraw your consent at any time by emailing hello@privepet.com; or
                        • To comply with our legal or regulatory obligations.
                        Recipients

                        We share your information with selected recipients. These categories of recipients include:

                        • cloud storage providers including Amazon Web Services located in Virginia, and which currently stores your personal data in Virginia, to store the personal data you provide and for disaster recovery services, as well as for the performance of any contract we enter into with you;
                        • IT Services providers (including Segment, located in the United States), that provide us with SaaS services, who we use to store our customer relationship management information, etc.;
                        • provided you have consented, advertisers and advertising networks including Google and Facebook located in California, and which store your personal data in California, that require the data to select and serve relevant adverts to you and others;
                        • analytics and search engine providers including Google and Heap located in California and which currently store your personal data in California that assist us in the improvement and optimisation of the website; and
                        Data Subject Requests

                        If you are a user in the EU, you have the right to access personal data we hold about you and to have certain personal data corrected or erased. You also have the right to data portability, and to restrict certain processing of your data in certain circumstances. You also have the right to complain to your data protection authority if you have any complaints about how we process your personal information.

                        You have the right to object to our processing of your personal data at any time, and you can withdraw your consent to marketing at any time.

                        To make any of these requests please email hello@privepet.com We will respond as soon as practicable and no later than one month after receipt of your request. We will request proof of identification to verify your identity.

                        We reserve the right to deny or restrict fulfillment of your request in certain cases, such as when your access to data places another individual’s privacy rights at risk, or the continued processing or your data is necessary to comply with a legal obligation. If so, we will notify you of the reason(s) for this denial.

                        Questions or Complaints

                        In the event that you have a concern about our collection and processing of your data, please contact us first at hello@privepet.com and we will do our best to fix it. You also have the right to lodge a complaint directly with your local supervisory authority.

                        Data Retention
                        • We will retain your information as long as needed to enable you to access the Website or otherwise interact with you, and for as long as you or we can bring a legal claim.

                        After you have terminated your use of our services, we may store your information in an aggregated and anonymized format.

                        12. California privacy rights

                          This section applies solely to the Californian consumers’ personal information processing (excluding our employees, applicants, staff and contractors). This section is intended to address the relevant notice requirements of the California Consumer Privacy Act of 2018 (the “CCPA”), and uses certain terms having the meaning given in the CCPA.

                          • Your information, sources and purposes: please refer to the sections above explaining what data we collect , how we use the personal data and the cookie collected for a description of the personal information we may collect about you (or have collected in the preceding 12 months) and the sources of such information (such as directly from you and your device or through certain third parties). These also describe the purposes for which we may use or have used such information.
                          • Sharing your information: we may have shared your personal information with certain categories of third parties, this Privacy Policy explains above who processes your personal data.
                          • Selling your information: we have not sold personal information in exchange for monetary compensation. We may allow certain third parties (such as certain advertising partners) to collect your personal information via automated technologies on our platforms in an effort to serve you content and advertisements that may be of interest to you. You have the right to opt out of this disclosure of your information, as described in the cookie section.
                          • Your rights: subject to exceptions under applicable law, you may have certain choices regarding our use and disclosure of your personal information, as described below:
                            • Access: you have the right to request, twice in a 12-month period, that we disclose to you the personal information we have collected about you during the past 12 months and details regarding our collection, use, disclosure of such information.
                            • Deletion: you have the right to request that we delete the personal information we have collected from you.
                            • Opt-Out: You have the right to manage the activation of the cookies as described in the cookie section.
                          • To exercise your rights, described above, you can:
                            • contact us directly at the e-mail address hello@privepet.com If you exercise your rights, we may require you to provide certain information to verify your identity (such as your name, email address, phone number and/or address).
                          • No discrimination: If you choose to exercise any of your rights under the CCPA, you have the right to not receive discriminatory treatment by us.
                          • Personal, family and household clients: In addition, under California Civil Code Section 1798.83, if you are a California resident and your business relationship with us is primarily for personal, family or household purposes, you may request certain data regarding our disclosure, if any, of personal information to third parties for the third parties’ direct marketing purposes. To make such a request, please send an e-mail message to our e-mail address below with “Request for California Privacy Information” in the subject line. You may make such a request up to once per calendar year. If applicable, we will provide you, by email, a list of the categories of personal information disclosed to third parties for their direct marketing purposes during the immediately preceding calendar year, along with the third parties’ names and addresses. Please note that not all personal information sharing is covered by Section 1798.83’s requirements.

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