At PETNOOK, we care about your privacy as much as we care about your pets. This policy explains what personal data we collect, why we collect it, and the rights you have over it. It applies to the PETNOOK online store and is written to comply with the UK GDPR and the Data Protection Act 2018.
1. Who we are (data controller)
PETNOOK is the data controller for the personal data collected through this store. You can reach us any time via our Contact page or by email at support@petnook.com.
2. What we collect
We collect: your name, email address, delivery and billing address, and phone number when you place an order or create an account; payment details (processed securely by our payment providers — we never see or store your full card number); your order history and communications with us; and basic technical data such as IP address, browser type and cookies when you browse the store.
3. Why we use your data
We use your data to process and deliver your orders and handle returns (performance of a contract); respond to your questions (legitimate interest); send you marketing emails only if you've opted in — you can unsubscribe at any time (consent); prevent fraud and meet our legal obligations (legal obligation); and improve our store and services (legitimate interest).
4. Payment data
Card payments are handled by PCI-DSS-compliant payment processors (for example, Shopify Payments and/or other gateways). They process your card details directly under their own privacy terms. We never see or store your complete card number.
5. Who we share it with
We share the minimum data needed with trusted providers who help us run the store: Shopify (our e-commerce platform); payment processors; third-party suppliers and fulfilment providers who pack and ship your order under our dropshipping model — they receive your name, delivery address and order details; and delivery couriers. They may only use your data to provide their service to us. We never sell your personal data.
6. International transfers
Because we work with third-party suppliers and fulfilment partners, some providers may process data outside the UK/EEA. Where that happens, we make sure appropriate safeguards are in place, such as adequacy decisions or standard contractual clauses.
7. How long we keep it
We keep order records for as long as required for tax and accounting purposes (normally 6 years), and marketing data until you unsubscribe or ask us to delete it.
8. Cookies
We use essential cookies to make the store work (like your shopping basket) and, with your consent where required, analytics and marketing cookies to understand how visitors use the store. You can control cookies through your browser settings and any cookie banner shown on the site.
9. Your rights
Under the UK GDPR you have the right to access, correct, delete or receive a copy of your personal data; object to or restrict our processing; and withdraw consent at any time. To exercise any of these rights, email support@petnook.com. You also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk.
10. Changes
We may update this policy from time to time. The latest version will always be published on this page.