Privacy Policy
Last updated:
This policy explains how Proper Pet Space uses personal information when you browse our website, buy from us, contact us or subscribe to our email updates.
Who we are
Holly Dyson, trading as Proper Pet Space, is the controller responsible for the personal information described in this policy.
Business address: 14 Linden Chase, Uckfield, East Sussex, TN22 1EE.
Email: hello@properpetspace.co.uk.
Orders, delivery and customer service
When you order, we collect your name, email address, billing and delivery addresses, telephone number where provided, items ordered, payment status and transaction references. We also keep relevant correspondence about delivery, cancellations, refunds and complaints. If you create a customer account, we use your account details to provide access to your account and order history.
We use the information needed to accept and fulfil orders, arrange delivery and handle returns on the basis of performing our contract with you, or taking steps you request before entering a contract. Without the necessary contact, delivery and payment information, we cannot fulfil an order.
We keep records needed to meet our accounting and tax obligations on the basis of legal obligation. We also use relevant records to resolve disputes and protect our business against fraud and legal claims on the basis of our legitimate interests.
Payments
Payments are processed through Stripe. Relevant order, contact, billing, transaction and device information may be shared with Stripe to process payments, authenticate transactions and help detect fraud. We receive payment confirmation and limited payment information, such as transaction references and masked card details; we do not store your full card number or card security code in our shop database.
If you choose an express payment or digital wallet option, its provider also handles information under its own privacy notice. Stripe may act as a processor for us and as an independent controller for some of its own purposes. See Stripe’s Privacy Policy.
Who we share information with
- Suppliers and couriers: for products sent directly by Gor Pets or Phoenox Textiles, we provide the customer and order details needed for fulfilment, such as your name, delivery address, items ordered and contact details needed for delivery updates. Relevant details are also used by the delivery courier, such as DPD, and where needed to arrange a return.
- Hosting and email: Hostinger provides our website hosting and business email. WooCommerce stores and manages orders within our WordPress website.
- Payment services: Stripe and the payment or wallet providers involved in your chosen payment method.
- Email updates: Brevo processes our sign-up list and sends the related emails.
- Professional advisers and authorities: where necessary for accounting, legal advice, a legal obligation or resolving a claim.
We share only information relevant to the purpose. We do not sell your personal information or add customers to marketing lists simply because they place an order.
Email updates about new arrivals
If you sign up, Brevo stores your email address and information recording your sign-up and confirmation. With your consent, we send a confirmation email and occasional emails about new arrivals at Proper Pet Space. Signing up is optional and is not a condition of buying from us. You can withdraw consent using an unsubscribe link or by contacting us; this does not affect earlier lawful processing.
Customer feedback and reviews
After a purchase, we may use your name, email address and details of the products ordered to send one email inviting honest feedback or a product review. Taking part is optional. These invitations contain no promotional offers and do not subscribe you to marketing emails.
We rely on our legitimate interests in understanding customers’ experiences and improving our products and service, where those interests are not overridden by your rights. You can ask us to stop review invitations at any time by emailing hello@properpetspace.co.uk or using the opt-out provided in the invitation.
Contact enquiries
Our contact form collects your name, email address and message. We use these to answer your enquiry, based on our legitimate interest in responding to people who contact us. Where your enquiry concerns an order or a possible purchase, processing may instead be necessary for our contract with you or steps you request before purchase. Contact enquiries are not used for marketing.
Website security and forms
Our website and service providers process technical information, such as IP addresses, browser details and request logs, to operate the website, diagnose faults and prevent abuse. Our email sign-up form uses Cloudflare Turnstile to help distinguish people from automated submissions. Cloudflare processes technical signals, including your IP address, browser information and information about the site and connection, to detect bots. It also processes these signals to improve its bot detection. See Cloudflare’s Turnstile Privacy Addendum and Privacy Policy. We use this protection on the basis of our legitimate interests in preventing spam and protecting the website and its users. Our Cookie Policy explains the website’s use of cookies and similar technologies.
Website analytics
We use Plausible Analytics to understand overall website usage, including popular pages, referral sources and device types. Plausible does not use cookies or persistent visitor identifiers, or track visitors across websites. It uses IP address and browser information to generate a daily identifier, without storing raw IP addresses or raw browser user-agent strings. We use these statistics to improve the website. See Plausible’s data policy.
Google Ads and purchase measurement
With your consent, we use Google Ads conversion tracking to understand whether our adverts lead to purchases and to measure the effectiveness of our advertising. Information sent to Google can include advertising click identifiers, cookie identifiers, pages visited, IP address and browser or device information, together with purchase information such as the order reference, value and currency.
We rely on your consent for this advertising measurement. Our Google Ads tracking is set to remain blocked until you give the relevant consent through our cookie banner. You can refuse optional cookies or withdraw your consent at any time using the cookie preferences button on our website. This does not affect processing that took place before consent was withdrawn.
Google receives and processes this information as described in How Google uses information from sites or apps that use its services and Google’s Privacy Policy.
Managing cookie preferences
We use CookieYes to display our cookie banner and remember your choices. CookieYes processes consent preferences and associated technical information to operate this service. We use this information to apply your choices and, where consent records are kept, demonstrate them. We rely on our legitimate interests in respecting visitors’ preferences and managing the website responsibly, and on legal obligation where records are required to demonstrate compliance.
Consent records are kept only for as long as needed to demonstrate and apply your choices or resolve a related query. Our Cookie Policy explains how to change your preferences and manage cookies already stored on your device.
Where information is processed
Our website and business email are hosted with Hostinger using UK-based servers. Brevo’s hosting databases are in the European Union, and Plausible states that its visitor data is processed and stored in the EU.
Some providers, including Google, CookieYes, Cloudflare, Stripe and providers involved in your chosen payment method, may process information outside the UK and EEA. Where required, transfers rely on an applicable adequacy decision or contractual safeguards. Stripe describes its transfer arrangements, including the UK International Data Transfer Addendum, in its data protection information. Contact us for further information about safeguards relevant to your data.
How long we keep information
- Orders and financial records: for the applicable tax and accounting record-keeping period, and where necessary to handle returns, disputes or legal claims. Retention depends on the record’s purpose and any outstanding matter.
- Customer accounts: while needed to provide the account, subject to any request to close it. Closing an account does not necessarily remove order records that we must retain.
- Enquiries: until resolved and for a reasonable follow-up period, taking account of whether the message concerns an order, complaint or claim.
- Email update list: while you remain subscribed and we continue to provide these updates. We stop sending marketing emails when you unsubscribe or withdraw consent. Limited consent or suppression records may be retained where needed to demonstrate your choice and prevent unwanted messages.
- Security records: for the period needed to investigate incidents, prevent abuse and maintain the service, rather than indefinitely.
Your rights
Depending on the circumstances, you can request access, correction, deletion, restriction or portability of your personal information, and object to processing based on legitimate interests. You can withdraw consent at any time. These rights are subject to applicable conditions; for example, we may need to retain records required by law.
Contact hello@properpetspace.co.uk to exercise your rights or raise a privacy concern. You can also complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint/.
Changes to this policy
We will update this policy when our services or data-handling arrangements change and revise the date above. Where required, we will bring material changes to your attention.