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info@petcounter.co.uk

Pet Counter - the place for pets

Privacy Policy

 This Privacy Policy sets out how we, Pet Counter LTD, collect, store and use information about you when you use or interact with our website, www.petcounter.co.uk (our website) and where we otherwise obtain or collect information about you. This Privacy Policy is effective from 25th May 2018.

Summary

This section summarises how we obtain, store and use information about you. It is intended to provide a very general overview only. It is not complete in and of itself and it must be read in conjunction with the corresponding full sections of this Privacy Policy.

  • Data controller: Jacqueline Willis (The data controller is the person responsible for deciding the purposes for which personal information is processed (i.e. used) and the means by which such processing is done).

  • How we collect or obtain information about you: we collect information when you provide it to us when placing an order on our website, from your use of our website and by using cookies.

  • Information we collect: name, address, email address, business name if applicable, IP address, information from cookies, information about how you heard about us, products you have previously ordered or added to you shopping cart.

  • How we use your information: for administrative and business purposes only, including to process orders in connection with our legal rights and obligations.

  • Disclosure of your information to third parties: we will only disclose information to the extent necessary, to our service providers and to fulfil any contacts we enter into with you, and where we are required to by law. We will never sell your information to a third party.

  • How long do we retain your information:information is held for at least six years, particularly by law for orders of prescription products and for financial reasons.

  • How we secure your information: using appropriate technical and organisational measures such as storing your information on secure servers and using separate payment gateways so that we do not store any payment information. We have a valid SSL certificate.

  • Use of cookies:

  • Your rights in relation to your information:

    • to access your information and receive information about its use

    • to have your information corrected and/or completed

    • to have your information deleted

    • to restrict the use of your information

    • to receive your information in a portable format

    • to object to the use of your information

    • to withdraw your consent to the use of your information

    • to complain to a supervisory authority

  • Sensitive personal information: we do not knowingly or intentionally collect what is commonly referred to as ‘sensitive personal information’, and we would request that such information is not submitted to us by you.

Our details

The data controller in respect of www.petcounter.co.uk is Jacqueline Willis, Pet Counter LTD, company registration number 8589514. Our address is Pet Counter LTD, C/O Aspen Veterinary Surgery, 139 Woolwich Road, Upper Abbey Wood, London, SE2 0DW. You can contact the data controller by writing to our address or by sending an email to info@petcounter.co.uk

If you have any questions about this Privacy Policy, please contact the data controller.

Web server log information

We use a third party server to host our website and emails called Nublue Limited, the privacy policy of which is available here: https://www.nublue.co.uk/privacy-cookie-policy/

Our website server automatically logs the IP address you use to access our website as well as other information about your visit, such as pages accessed and the source of access to our website.

Our server is located in Manchester, United Kingdom.

We do not access log data from our website server, and we would not do so unless investigating suspicious or potentially criminal activity. We do not make, nor do we allow our hosting provider to make, any attempt to identify you from the information collected via server logs.

Cookies

Please refer to the cookies policy.

Information we collect when you contact us

Email

When you send an email to the email address displayed on our website, we store the email address in order to respond to enquiries and messages and to keep records of correspondence. This occurs particularly when the email relates to us providing you with goods and services.

Contact form

When you contact us using our contact form, we collect your name, email address and enquiry comment. A telephone number is also collected if provided, but is optional. If you do not provide the mandatory information required by our contact form, you will not be able to submit the contact form and we will not receive your enquiry. We store the contact form in order to respond to enquiries and messages and to keep records of correspondence. This occurs particularly when the contact form relates to us providing you with goods and services.

Messages you send us via our contact form will be stored via our third party hosting and email servers in Manchester, United Kingdom.

Post

If you contact us by post, we will collect any information you provide to us in any postal communications you send us in order to respond to enquiries and messages and to keep records of correspondence. This occurs particularly when the postal correspondence relates to us providing you with goods and services.

Information we collect when you register on our website

When you register and create an account on our website, we collect your name, billing address, postal address and email address. We will also collect information regarding your pet when you are ordering certain products, such as prescription products.

If you do not provide the mandatory information required by the registration form, you will not be able to register or create an account on our website.

Creating an account on our website is optional, but necessary if you wish to view previous orders and avoid inputting address information at each visit.

Information provided on registration is stored within our server hosted by our third party in Manchester, United Kingdom.

Information we collect when you place an order

When you place an order for goods on our website, we collect your name, billing address, shipping address and email address. For certain products we will also collect your pet information, such as for prescription products.

If you are not able to provide your contact information, we will not be able to process your order. We require the mandatory information in order to fulfil our obligations.

We have a legal obligation to provide you with an invoice for the goods purchased, and we require the mandatory information collected from the checkout form for this purpose. We also have a legal obligation to keep accounting records, including records of transactions for VAT.

We also collect optional information from you, such as how you heard about us. Such information does not need to be provided for your order to be processed, and is only used for us to ascertain where sales are coming from. You consent to us processing any optional information you provide by submitting that information to us.

Processing your payment

After you place an order on our website you will need to make payment for the goods or services you have ordered. In order to process your payment we use third party payment processors Sage Pay and Paypal. Your payment will be processed by Sage Pay or Paypal via a payment gateway, and no payment card information is stored by us. You are able to choose between Sage Pay and Paypal at the checkout.

Sage Pay and Paypal collects, uses and processes your information, including payment information, in accordance with their privacy policies. You can access the privacy policies using the following links:

https://www.sagepay.co.uk/policies/privacy-policy

https://www.paypal.com/uk/webapps/mpp/ua/privacy-full

Sage Pay is located in Newcastle-upon-Tyne, United Kingdom and Paypal is located in Luxembourg. Information relating to the processing of your payment is stored within the European Economic Area on the Sage Pay and Paypal servers.

Disclosure of your information to service providers

We use a number of third parties to provide us with services which are necessary to run our business, and these include the following:

Email and hosting provider: Our email provider is Nublue, and their privacy policy is available at: https://www.nublue.co.uk/privacy-cookie-policy/.

Technical support and website development: Our technical support is provided by View 6 Limited, and their privacy policy is available at: https://www.view6.com/privacy/

Both Nublue and View 6 are located within the United Kingdom. Your information will be shared with these service providers where necessary in order to provide you with the service you have requested, and in order to run and manage our business efficiently.

Disclosure of your information to other third parties

It is necessary for us to share your information with third parties which are either related to or associated with the running of our business, where it is necessary for us to do so. These third parties include our accountants, affiliates, advisors and insurers.

Accountants: We share information with our accountants for tax purposes, including sharing invoices we issue and receive with our accountants for the purpose of completing tax returns and our end of year accounts.

Our accountants are Ashfords Partnership LLP, and their privacy policy can be found at: https://www.ashfords.uk.com/disclaimer#privacy. Ashfords LLP is located within the United Kingdom.

Advisors: Occasionally we obtain advice from advisors, such as veterinary relations professionals including the Veterinary Medicines Directorate (VMD). Their privacy policy is available at: https://www.gov.uk/help/privacy-policy. The VMD is located within the United Kingdoms.

Affiliates: Affiliates are individuals or companies we work with to promote our business by various means, including by advertising our services on their websites. Our affiliates can be in the veterinary industry and in the design industry.

Our affiliates include Aspen Vets LTD, and their privacy policy can be found at: http://www.aspenvets.com/utility-pages/privacy-policy

Aspen Vets is located within the United Kingdom.

Disclosure of your information for legal reasons

Criminal acts: If we suspect that criminal or potential criminal conduct has occurred, we will in certain circumstances need to contact an appropriate authority, such as the police. This could be the case, for instance, if we suspect that fraud or a cyber crime has been committed or if we were to receive threats or malicious communications towards us or third parties. We would generally only need to process your information for this purpose if you were involved or affected by such an incident in some way.

Legal disputes or proceedings: We may need to use your information if we were involved in a dispute with you or a third party to resolve the dispute or potential dispute.

Legal obligations and regulations: We will use and process your information in order to comply with legal obligations to which we are subject.

How long we retain your information

Where possible we have set out specific retention periods. When you place an order on our website, we retain that information for six years in accordance with our legal obligation to keep records for tax purposes, and also to fulfil our legal requirement for keeping records of veterinary medicinal products that have been ordered.

When you make an enquiry or correspond with us for any reason by post or email, we will retain your information for as long as it takes to respond to and resolve your enquiry, after which point we will delete your information.

Criteria for determining retention periods

In any other circumstances that the ones detailed above, we will retain your information for no longer than necessary, taking into account the purpose and use of your information, whether we have any legal obligation to continue to process your information and any relevant surrounding circumstances.

How we secure your information

We take appropriate technical and organisational measures to secure your information and to protect it against unauthorised or unlawful use and accidental loss or destruction, including:

  • only sharing and providing access to you information to the minimal extent necessary, subject to confidentiality restrictions where appropriate, and on an anonymised basis wherever possible.

  • Using secure servers to store your information

  • Using payment gateways so that no payment information is stored on our website or server.

Transmission of information to us by email

Transmission of information over the internet is not entirely secure, and if you submit any information to us over the internet (whether by email, via our website or any other means), you do so entirely at your own risk.

We cannot be responsible for any costs, expenses, loss of profits, harm to reputation, damages, liabilities or any other form of loss or damage suffered by you as a result of your decision to transmit information to us by such means.

Transfers of your information outside the European Economic Area (EEA)

We do not transfer your information outside of the EEA aside from use of Google Analytics.

Information collected by Google Analytics (your IP address and actions you take in relation to our website) is transferred outside the EEA and stored on Google’s servers. You can access Google’s privacy policy here: https://www.google.com/policies/privacy/

The Country of storage is United States of America. This country is not subject to an adequacy decision by the European Commission.

Safeguard(s) used: Google has self-certified its compliance with the EU-U.S. Privacy Shield which is available here: https://www.privacyshield.gov/welcome. The EU-U.S. Privacy Shield is an approved certification mechanism under Article 42 of the General Data Protection Regulation, which is permitted under Article 46(2)(f) of the General Data Protection Regulation. You can access the European Commission decision on the adequacy of the EU-U.S. Privacy Shield here: http://ec.europa.eu/justice/data-protection/international-transfers/adequacy/index_en.htm

Your rights in relation to your information

Subject to certain limitations on certain rights, you have the following rights in relation to your information, which you can exercise by writing to Pet Counter LTD, C/O Aspen Veterinary Surgery, 139 Woolwich Road, Upper Abbey Wood, London, SE2 0DW, or by emailing info@petcounter.co.uk

  • To request access to your information and information related to our use and processing of your information.

  • The request the correction or deletion of your information.

  • To request we restrict our use of your information.

  • To receive information which you have provided to us in a structured, commonly used and machine readable format, and the right to have that information transferred to another data controller (including a third party data controller).

  • To object to the processing of your information for certain purposes.

  • To withdraw your consent to our use of your information. Please note that if you withdraw your consent, this will not affect the lawfulness of our use and processing of your information on the basis of your consent before the point in time when you withdraw your consent.

In accordance with Article 77 of the General Data Protection Regulation, you also have the right to lodge a complaint with a supervisory authority, in particular in the Member State of your habitual residence, place of work or of an alleged infringement of the General Data Protection Regulation.

For the purposes of the UK, the supervisory authority is the Information Commissioner’s Office (ICO), the contact details of which are available here: https://ico.org.uk/global/contact-us/

The above rights are provided in summary form only and certain limitations apply to many of these rights. For further information about your rights in relation to your information, including any limitations which apply, please visit the following pages on the ICO’s website:

You can also find out further information about your rights, as well as information on any limitations which apply to those rights, by reading the underlying legislation contained in Articles 12 to 22 and 34 of the General Data Protection Regulation, which is available here:http://ec.europa.eu/justice/data-protection/reform/files/regulation_oj_en.pdf

Verifying your identity where you request access to your information

Where you request access to your information, we are required by law to use all reasonable measures to verify your identity before doing so.

These measures are designed to protect your information and to reduce the risk of identity fraud, identity theft or general unauthorised access to your information.

How we verify your identity

Where we possess appropriate information about you on file, we will attempt to verify your identity using that information.

If it is not possible to identity you from such information, or if we have insufficient information about you, we may require original or certified copies of certain documentation in order to be able to verify your identity before we are able to provide you with access to your information.

We will be able to confirm the precise information we require to verify your identity in your specific circumstances if and when you make such a request.

Your right to object to the processing of your information for certain purposes

You have the following rights in relation to your information, which you may exercise in the same way as you may exercise by writing to Pet Counter LTD, C/O Aspen Veterinary Surgery, 139 Woolwich Road, Upper Abbey Wood, London, SE2 0DW, or by emailing info@petcounter.co.uk

  • to object to us using or processing your information where we use or process it in order to carry out a task in the public interestor for our legitimate interests, including ‘profiling’ (i.e. analysing or predicting your behaviour based on your information) based on any of these purposes; and

  • to object to us using or processing your information for direct marketing purposes (including any profiling we engage in that is related to such direct marketing).

You may also exercise your right to object to us using or processing your information for direct marketing purposes by:

  • clicking the unsubscribe link contained at the bottom of any marketing email we send to you and following the instructions which appear in your browser following your clicking on that link;

  • sending an email to info@petcounter.co.uk asking that we stop sending you marketing communications or by including the words ‘OPT OUT’.

Sensitive Personal Information

Sensitive personal information’ is information about an individual that reveals their racial or ethnic origin, political opinions, religious or philosophical beliefs, or trade union membership, genetic information, biometric information for the purpose of uniquely identifying an individual, information concerning health or information concerning a natural person’s sex life or sexual orientation.

We do not knowingly or intentionally collect sensitive personal information from individuals, and you must not submit sensitive personal information to us.

If, however, you inadvertently or intentionally transmit sensitive personal information to us, you will be considered to have explicitly consented to us processing that sensitive personal information under Article 9(2)(a) of the General Data Protection Regulation. We will use and process your sensitive personal information for the purposes of deleting it.

Changes to our Privacy Policy

We update and amend our Privacy Policy from time to time.

Minor changes to our Privacy Policy

Where we make minor changes to our Privacy Policy, we will update our Privacy Policy with a new effective date stated at the beginning of it. Our processing of your information will be governed by the practices set out in that new version of the Privacy Policy from its effective date onwards.

Major changes to our Privacy Policy or the purposes for which we process your information

Where we make major changes to our Privacy Policy or intend to use your information for a new purpose or a different purpose than the purposes for which we originally collected it, we will notify you by email (where possible) or by posting a notice on our website.

We will provide you with the information about the change in question and the purpose and any other relevant information before we use your information for that new purpose.

Wherever required, we will obtain your prior consent before using your information for a purpose that is different from the purposes for which we originally collected it.

Children’s Privacy

Because we care about the safety and privacy of children online, we comply with the Children’s Online Privacy Protection Act of 1998 (COPPA). COPPA and its accompanying regulations protect the privacy of children using the internet. We do not knowingly contact or collect information from persons under the age of 18. The website is not intended to solicit information of any kind from persons under the age of 18.

It is possible that we could receive information pertaining to persons under the age of 18 by the fraud or deception of a third party. If we are notified of this, as soon as we verify the information, we will, where required by law to do so, immediately obtain the appropriate parental consent to use that information or, if we are unable to obtain such parental consent, we will delete the information from our servers. If you would like to notify us of our receipt of information about persons under the age of 18, please do so by sending an email to info@petcounter.co.uk



Copyright, credit and logo

This Privacy Policy is based on a General Data Protection Regulation (Regulation (EU) 2016/769) (GDPR) compliant template provided by GDPR Privacy Policy. For further information, please visit https://gdprprivacypolicy.org

The copyright in this Privacy Policy is either owned by, or licensed to, us and is protected by copyright laws around the world and copyright protection software. All intellectual property rights in this document are reserved.Where we display the GDPR Privacy Policy logo on our website, this is used to indicate that we have adopted a privacy policy template provided by GDPR Privacy Policy as the basis for this Privacy Policy.