Privacy Policy & Terms

This Privacy Policy describes how Company of Animals Ltd (registered in England and Wales), trading as Pet Head, (“Pet Head,” “we,” “us,” or “our”) collects, uses, shares, and safeguards your personal information when you use our e-commerce website (www.pethead.com), make a purchase, or use our services. Company of Animals Ltd is the data controller for personal data collected via this website. This Privacy Policy also tells you about your rights and choices with respect to your personal information, and how you can contact us to get answers to your questions. We will only process your personal data on the legal bases set out in this policy; your continued use of the website alone does not constitute consent to data processing where consent is the stated legal basis.

This website is not intended for children under the age of 18, and we do not knowingly collect personal data relating to children under 18. If you are under 18, please do not use this website or provide any personal information to us. If we become aware that we have collected personal data from a child under 18 without verified parental consent, we will take steps to delete that information.

1. Types of personal data we collect

Most of the personal data that we process is provided to us directly by you but this may also be collected automatically or from third parties, business partners, our affiliates or publicly available sources.

We may collect, use, store and transfer the following different kinds of personal data:

• Identity Data: name, gender.
• Contact Data: email address, phone number, mailing address, billing address.
• Account Data: username and password, purchases or orders made by you, feedback, survey or competition responses

·       Payment Data: Billing address, payment method details, transaction information, payment status and purchase history. Full payment card details are processed securely by payment service providers and are not stored by Pet Head.

• Transaction Data: details of products you have purchased, order history, returns, refunds, and any related correspondence.
• Technical Data: browser type, operating system, Internet Protocol (IP) address (a number that is automatically assigned to a computer when the Internet is used), domain name, click-activity, referring website, and/or a date/time stamp for visitors, type of device used, device ID, and unique identifiers.
• Marketing Data: your marketing preferences (between us and third parties).
• Usage Data: includes information about how you use our services and interact with our website.

 

 

2. Use and Processing Of Information

We have set out below, all the ways we use the different categories of your personal information and the legal bases we rely on to do so.

In most cases we collect this information directly from you when you choose to provide it to us. We may also collect the information from third parties, as set out below, such as regulatory authorities, your employer, government agencies, credit reporting agencies, recruitment agencies, information or service providers or publicly available records.

Although the sections below describe our primary purpose in collecting your information, in many situations we have more than one purpose.  For example, if you complete an online purchase, we may collect your information to perform our contract with you, but we also collect your information as we have a legitimate interest in maintaining your information after your transaction is complete so that we can quickly and easily respond to any questions about your order.  As a result, our collection and processing of your information is based in different contexts upon your consent, our need to perform a contract, our obligations under law, and/or our legitimate interest in conducting our business.

2.1 Context

Registering you as a new customer on www.pethead.com, including creating an account, managing your profile, and enabling you to make purchases.

Types of Data

Identity Data, Contact Data, Account Data, and Payment Data of our consumers who register or make a purchase on www.pethead.com.

Purpose and Legal Basis

We process this information to perform our contract with you (or to take steps at your request before entering into a contract), and where necessary for our legitimate interests in operating the website and managing customer relationships.

2.2 Context

To process and deliver your order and otherwise provide you with the requested services

Types of Data

Identity Data, Contact Data, Payment Data

Primary Purpose for Collection and Use of Data

We need this information in order to perform our contract with you and specifically to deliver products to you. We also need this information for our legitimate interests, to be able to process your payment or recover debts due to us or enforce any other terms of our contract.

2.3 Context

To manage our relationship with you

Types of Data

Identity Data, Contact Data, Account Data, Marketing Data.

Primary Purpose for Collection and Use of Data

We may use this information to perform our contract with you, to comply with our legal obligations and for our legitimate interests in supporting the growth of our business and understanding how you use our products and services. We may use this data when:

• Responding to any queries, complaints or feedback you may have on our products or services that you have purchased
• Notifying you of any changes to the way we provide our services or manage your account;
• Notifying you of changes to our terms and conditions or this Privacy Policy.

2.4 Context

Marketing Communications

Types of Data

Identity Data, Contact Data, Account Data, Marketing Data, Technical Data, Usage Data

Primary Purpose for Collection and Use of Data

We may send you information about our products, services, promotions and special offers. Where required by applicable law, we will only send electronic marketing communications where you have provided consent or where we are otherwise permitted to do so under PECR. We use Klaviyo to manage and deliver marketing communications, maintain subscriber preferences, create customer segments and analyse engagement with campaigns. You may provide your consent or ‘opt in’ to mailing lists or marketing communications from us, our affiliates or other third parties. Where permitted by law, we may also rely on our legitimate interests to promote and develop our products and services. We may contact you about new products, services, promotions or make personalised suggestions and recommendations to you about goods or services that may be of interest to you based on your Account Data.

If you would like to stop receiving marketing or promotional communications via email from the Company, you may opt out of such communications by emailing hello@pethead.com or by calling customer services on (0)1932 566696.

2.5 Context

Email Activity

Types of Data

We use Klaviyo and related technologies to understand how recipients interact with our communications, including email opens, clicks and purchases. Where required by law, such tracking technologies will only be used with your consent.

Primary Purpose for Collection and Use of Data

We have a legitimate interest in understanding how you interact with our communications to you.

2.6 Context

Promotions, sweepstakes, surveys and competitions

Types of Data

If you take part in any of our promotions (including partner promotions), surveys or competitions then we will collect your Identity Data and any other information you provide as part of that.

Primary Purpose for Collection and Use of Data

We have a legitimate interest in running promotions, surveys, competitions and other events to promote our business and understand engagement with our products and services. In taking part in the promotion you also provide your consent to share any information that you do so.

2.7 Context

Website use and interactions inclusive of Web logs and analytics

Types of Data

Technical and Usage Data are collected automatically.

Primary Purpose for Collection and Use of Data

We use “Cookies” (small pieces of information that a website sends to a computer’s hard drive while a web site is viewed) and clear GIFs to monitor how you interact with our website. This may include which links you click on, or information that you type into our online forms.  This may also include information about your device or browser. We have a legitimate interest in maintaining the security of our website, understanding how you interact with our website to better improve it, and to understand your preferences and interests in order to select offerings that you might find most useful.  We also have a legitimate interest in detecting and preventing fraud.

The Company may keep track of the websites and pages our users visit within the Company, in order to determine what Company services are most popular and to generate statistics regarding the use of the Company’s website. This data is used to deliver customised content and advertising within the company to customers whose behaviour indicates that they are interested in a particular subject area.

We use Google Analytics 4 to understand how visitors interact with our website and Meta technologies, including the Meta Pixel, to measure advertising effectiveness, create audiences and provide relevant advertising. These technologies are only used where consent is provided through our cookie management platform.

2.8 Context

Our Legal obligations

 

Types of Data

Any of the data that we hold that is relevant to the purpose stated below. We may receive your personal information in this context directly from government agencies or other third parties for the purpose set out below (and as set out in section 3 Sharing of Information).

Primary Purpose for Collection and Use of Data

The Company may disclose your personal information, without notice, if required to do so by law or in the good faith belief that such action is necessary to: (a) conform to the edicts of the law or comply with legal process serviced on the company or the site: (b) protect and defend the rights or property of the Company; and/or (c) act under exigent circumstances to protect the personal safety of users of the Company, or the public.

3. Sharing Of Information

We may disclose information to third parties, as set out below, for the purposes set out above.  All such third parties are required to protect the security of your data and are prohibited from using your personal information except to provide these services to the Company, and they are required to maintain the confidentiality of your information.

• Fulfilment and Logistics. We work with fulfilment partners to manage product exchanges, process orders, and handle shipping. These partners are responsible for managing the personal information necessary to fulfil these services, including contact and shipping detail.
• Affiliates and Acquisitions. We may share information with our corporate affiliates (eg. parent company, sister companies, subsidiaries, joint ventures, or other companies under common control). If another company acquires, or plans to acquire, our company, business, or our assets, we will also share information with that company, including at the negotiation stage.
• Other Disclosures with Your Consent. We may ask if you would like us to share your information with other unaffiliated third parties who are not described elsewhere in this policy.
• Other Disclosures without Your Consent. We may receive or disclose information in response to subpoenas, warrants, or court orders, or in connection with any legal process, or to comply with relevant laws. We may also share your information in order to establish or exercise our rights, to defend against a legal claim, to investigate, prevent, or take action regarding possible illegal activities, suspected fraud, safety of person or property, or a violation of our policies, or to comply with your request for the shipment of products to or the provision of services by a third-party intermediary.
• Public. We may, in certain circumstances, provide you with an opportunity to post comments, or reviews, in a public forum.  If you decide to submit information on these pages, that information may be publicly available.
• Partner Promotion. We may offer contests, sweepstakes, or other promotions with third party partners. If you decide to enter a contest, sweepstakes, or promotion that is sponsored by a third party partner the information that you provide will be shared with us and with them.  Their use of your information is not governed by this privacy policy.
• Service Providers. We may share your information with service providers. Among other things service providers may help us to administer our website, hosting, conduct surveys, provide technical support, customer support, analytics, process payments, and assist in the fulfilment and delivery of orders.
• Key Service Providers are listed below. These providers may process personal information including contact details, account information, transaction information, customer service communications and website usage data only to the extent necessary to provide their services
• Shopify Inc. – E-commerce platform provider used to host the online store, process orders and manage customer accounts.
• Zendesk, Inc. – Customer support platform used to manage customer enquiries, chatbot interactions and support communications.
• Klaviyo, Inc. – Marketing automation and email communications platform used to manage newsletters, campaigns and customer segmentation.

• Third party cookies. We participate in behaviour-based advertising, this means that a third party uses technology (eg., a cookie) to collect information about your use of our website so that they can provide advertising about products and services tailored to your interests on our website, or on other websites. You can opt out via the cookie notification.
• Companies you are working for. If you work for one of our customers or suppliers, we will share your personal data with them in order to manage the relationship, transaction or contract.
• Professional Advisers. If we need to comply with legal or regulatory obligations or protect our business in relation to security, fraud or in order to manage our financial or auditing requirements then we may need to share your personal data with those professional advisers such as law firms, advisers, banks and auditors.

4. AI.

Our customer support chatbot is provided through Zendesk and may utilise artificial intelligence technologies to assist with customer enquiries, product questions and support requests. Chat conversations may be reviewed for quality assurance and service improvement purposes and are not used to train public AI models.

When you first send a message to the service, we will obtain your Identity Data and use this to identify you and provide a response.

We process information submitted through the chatbot in order to respond to your enquiries, provide customer support and improve our services. Our legal basis is our legitimate interests in providing effective customer support and, where applicable, performing a contract or taking steps at your request before entering into a contract.

We share our data with the service providers who facilitate the chat service. These will store the personal data you provide and the conversation history but do not share the data any further.

The Company of Animals will retain personal data and chat records only for as long as necessary for the purposes described in this Privacy Policy and in accordance with our retention policies.

To opt out at any time, please email privacy@pethead.com.    

These processes help us provide a better, more personalised experience, but you have the right to object to automated decision-making and profiling at any time by contacting us at  hello@pethead.com

Automated Decision-Making and Profiling. We use profiling to support marketing personalisation, product recommendations and behaviour-based advertising, as described elsewhere in this policy. We do not make decisions based solely on automated processing (including profiling) that produce legal effects concerning you or similarly significantly affect you. Where we use any such solely automated decision-making in the future, we will only do so where permitted by law and will tell you about the logic involved and the significance and likely consequences for you. You have the right to object to profiling for direct-marketing purposes at any time, and the right not to be subject to a decision based solely on automated processing where it produces legal or similarly significant effects, by contacting us at privacy@pethead.com.

5. Links

This website contains links to other sites. Please be aware that we are not responsible for the content or privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statement of any other site that collects personally identifiable information.

6. Cookies

Our website uses cookies and similar technologies provided by Shopify and authorised third-party providers to support shopping cart functionality, customer authentication, fraud prevention, analytics and marketing activities. Non-essential cookies are only used with consent.

The Company’s website may use “cookies” to help you personalise your online experience. A cookie is a text file that is placed on your hard disk by a web page server. Cookies cannot be used to run programs or deliver viruses  to your computer. Cookies are uniquely assigned to you, and can only be read by a web server in the domain that issues the cookie to you.

One of the primary purposes of cookies is to provide a convenience feature to save you time. The purpose of a cookie helps the Company to recall your specific information on subsequent visits. This simplifies the process of recording your personal information, such as billing addresses, shipping addresses, and so on. When you return to the same website, the information you previously provided can be retrieved, so you can easily use the Company’s features that you customised.

You have the ability to accept or decline cookies. If you choose to decline cookies, you may not be able to fully experience the interactive features of the Company’s services or websites you visit.

You can opt out of “Non-necessary” cookies by refusing to opt into their use via the banner at the bottom of your screen when you first visit the website. Alternatively, you can refuse the use of “non-necessary” cookies by activating the setting on your browser which allows you to refuse the setting of cookies. You can also delete cookies by clearing your browsing history (this will depend on your browser).

We will only place non-essential cookies (such as analytics, advertising and personalisation cookies) on your device with your prior consent, which you may give or refuse through the cookie banner that appears when you first visit the website. Strictly necessary cookies, which are required for the website to function and to provide services you have requested, do not require your consent. You may withdraw or change your consent at any time using the cookie settings on the website.

Websites which are linked to us, or which have their content embedded into our website, may also be using cookies. If you have any concerns you should contact the third-party website for more information.

7. Your Choices

You can make the following choices regarding your personal information:

• Access To Your Personal Information. You may request access to your personal information by contacting us at the address detailed below. If required by law, upon request, we will grant you reasonable access to the personal information that we have about you. You may also request that we provide your personal information in a portable format. Where required by law, we will endeavour to do so.
• Changes To Your Personal Information. You may contact us at the address described below in order to request that your information by modified. Note that we may keep historical information in our backup files as permitted by law.
• Deletion Of Your Personal Information. Typically, we retain your personal information for the period necessary to fulfil the purposes outlined in this policy, unless a longer retention period is required or permitted by law.  You may, however, request information about how long we keep a specific type of information, or request that we delete your personal information by contacting us at the address described below.  If required by law we will grant a request to delete information, but you should note that in many situations we must keep your personal information to comply with our legal obligations, resolve disputes, enforce our agreements, or for another one of our business purposes.
• Objection to Certain Processing. You may object to our use or disclosure of your personal information by contacting us at the address described below.
• Restriction of Processing. You may request that we restrict the processing of your personal information in certain circumstances, for example where you contest its accuracy or have objected to our processing and we are considering your request. Where processing is restricted, we will continue to store your information but will not otherwise use it except as permitted by law.
• Online Tracking. We do not currently recognise automated browser signals regarding tracking mechanisms, which may include “Do Not Track” instructions.
• Promotional Emails. You can stop receiving promotional emails by following the unsubscribe instructions in e-mails that you receive.  If you decide not to receive promotional emails, we may still send you service-related communications.
• Revocation Of Consent. If you revoke your consent for the processing of personal information, then we may no longer be able to provide you services. In some cases, we may limit or deny your request to revoke consent if the law permits or requires us to do so, or if we are unable to adequately verify your identity. You may revoke consent to processing (where such processing is based upon consent) by contacting us at the address described below.
• Complaint. Some individuals have the right to complain to the data protection authority in their country about our privacy practices. Our primary processing activities are located in the United Kingdom, and complaints about our data practices can be made to:

The Information Commissioner’s Office (ICO)

https://ico.org.uk/make-a-complaint/

0303 123 1113

Please address written requests and questions about your rights to privacy@pethead.com or call us at 0044 1932 566696. You may request a copy of the personal information that we hold about you, and exercise other rights as described above, by contacting us using the information provided below.

8. How We Protect Personal Information

No method of transmission over the Internet, or method of electronic storage, is fully secure. While we use reasonable efforts to protect your personal information from unauthorised access, use, or disclosure, we cannot guarantee the security of your personal information. In the event that we are required by law to inform you of a breach to your personal information we may notify you electronically, in writing, or by telephone, if permitted to do so by law.

The Company secures your personal information from unauthorised access, use or disclosure. The Company uses SSL Protocol for this purpose. When personal information (such as a credit card number) is transmitted to other websites, it is protected through the use of encryption, such as the Secure Sockets Layer (SSL) protocol.

We strive to take appropriate security measures to protect against unauthorised access to or alteration of your personal information. Unfortunately, no data transmission over the internet or any wireless network can be guaranteed to be 100% secure. As a result, while we strive to protect your personal information, you acknowledge that: (a) there are security and privacy limitations inherent to the internet that are beyond our control; and (b) the security, integrity, and privacy of any and all information and data exchanged between you and us through this site cannot be guaranteed.

Some of our websites permit you to create an account.  When you do you will be prompted to create a password.  You are responsible for maintaining the confidentiality of your password, and you are responsible for any access to or use of your account by someone else that has obtained your password, whether or not such access or use has been authorised by you.  You should notify us of any unauthorised use of your password or account.

Other Important Information

The following additional information relates to our privacy practices:

• Retention of Your Personal Data. We will determine how long to keep your data based on the purpose for which it was collected and any applicable legal requirements. In general, we retain your personal data for as long as you maintain an account with us or as needed to provide you with our services. Where you no longer have an account or we no longer need your data to provide services, we retain it only for as long as necessary to comply with our legal, accounting, tax and regulatory obligations, to resolve disputes, to enforce our agreements, and to maintain records of transactions (typically for a period of up to six years following the end of our relationship, in line with UK statutory limitation and accounting requirements). When personal data is no longer required, we will securely delete or anonymise it. You may request information about how long we keep a specific type of data by contacting us at the address described below.
• Transmission Of Information to Other Countries. Note that we may transmit your information to a foreign country where privacy laws may be less stringent than the laws in your country. Nonetheless, where possible we take steps to treat personal information using the same privacy principles that apply pursuant to the law of the country in which we first received your information. These steps include use of the UK International Data Transfer Agreement (IDTA), or the UK Addendum to the European Union’s Standard Contractual Clauses, or another transfer mechanism recognised as providing an adequate level of protection under UK data protection law.  If you would like more information concerning our attempts to apply the privacy principles applicable in one jurisdiction to data when it goes to another jurisdiction you can contact us using the contact information below.

• Third Party Applications/Websites. Some service providers, including Shopify, Zendesk and Klaviyo, may process personal information outside the UK and EEA. Appropriate safeguards including SCCs, the UK IDTA and adequacy decisions are used where required. We have no control over the privacy practices of websites or applications that we do not own.
• Changes To This Privacy Policy. The Company reserves the right to change this Policy from time to time. For example, when there are changes in our services, changes in our data protection practices, or changes in the law. When changes to this Policy are significant, we will inform you. You may receive a notice by sending an email to the primary email address specified in your account, by placing a prominent notice on our website, and/or by updating the ‘Last Updated’ date at the top of this privacy policy and privacy information. Your continued use of the website and/or services available after such modifications will constitute your: (a) acknowledgement of the modified Policy; and (b) agreement to abide and be bound by that Policy.

·       If you are located in the European Economic Area,  you also have the right to lodge a complaint with your local supervisory authority in addition to the UK ICO.

·       Residents of certain US states may have rights to access, correct, delete, obtain a portable copy of personal information and opt out of targeted advertising. We do not sell personal information for monetary compensation.

9. Contact Information

If you have any questions, comments, or complaints concerning our privacy practices please contact us at the appropriate address below.  We will attempt to respond to your requests and to provide you with additional privacy-related information.

General Queries:   hello@pethead.com
To Unsubscribe: privacy@pethead.com
Customer Service Telephone: 0044 (0) 1932 566696

Pet Head Website (pethead.com) Queries: hello@pethead.com

Addresses:

The Company of Animals Ltd
Ruxbury Farm,
St. Ann’s Hill Rd.
Chertsey, Surrey, KT16 9NL
UK
Tel: 0044 1932 566696

Company of Animals, LLC
12412 York Street
Thornton, CO 80241
USA

The Company of Animals Pty Ltd,
C/- HLB Mann Judd
Suncorp Building
10 Shelley Street
Sydney NSW 2000
Australia

The Company of Animals B.V.
Burgemeester Amersfoordtlaan 85
1171 DN Badhoevedorp
Netherlands