Privacy Policy

 

PRIVACY POLICY

Effective date: 2nd February 2025

This "Privacy Policy' is in connection with our 'Terms & Conditions'

Petstop Ltd ("us", "we", or "our") operates the website -  https://www.petstop.ie/ - (the "Service").

For the purpose of the EU General Data Protection Regulation (GDPR) – May 25th, 2018, the data controller is Petstop Ltd (Company Number: 379759), whose registered office is at Unit 2B, Westend Retail Park, Blanchardstown, Dublin 15, Ireland.

Petstop Ltd trading as Petstop,  are committed to protecting and respecting your privacy. This policy (together with our terms and conditions of supply and any other documents referred to on it) sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it.

This page informs you of our policies regarding the collection, use, and disclosure of personal data when you use our Service and the choices you have associated with that data.

We use your data to provide and improve the Service. By using the Service, you agree to the collection and use of information in accordance with this policy. Unless otherwise defined in this Privacy Policy, terms used in this Privacy Policy have the same meanings as in our Terms and Conditions, accessible from 'Terms & Conditions'

DEFINITIONS

Personal Data
Personal Data means data about a living individual who can be identified from those data (or from those and other information either in our possession or likely to come into our possession).

Usage Data 
Usage Data is data collected automatically either generated by the use of the Service or from the Service infrastructure itself (for example, the duration of a page visit).

Cookies
Cookies are small pieces of data stored on a User’s device.  Full list below.

Data Controller
Data Controller means a person who (either alone or jointly or in common with other persons) determines the purposes for which and the manner in which any personal data are, or are to be, processed.

For the purpose of this Privacy Policy, we are a Data Controller of your data.

Data Processor (or service providers)
Data Processor (or Service Provider) means any person (other than an employee of the Data Controller) who processes the data on behalf of the Data Controller.

We may use the services of various Service Providers in order to process your data more effectively.

Data Subject
Data Subject is any living individual who is the subject of Personal Data.

User
The User is the individual using our Service. The User corresponds to the Data Subject, who is the subject of Personal Data.

INFORMATION COLLECTION AND USE

We collect several different types of information for various purposes to provide and improve our Service to you.


How We Use Your Information

When You Visit Our Website

When you use Petstop.ie, we collect personal information such as your name, address, contact details, payment details, and the time and date of your visits and purchases. We also use cookies to enhance website functionality and user experience (please see our Cookie Policy for more information).

We collect this information to:

  • Process and deliver your orders.
  • Manage your payments and refunds.
  • Enable you to register and manage an account.
  • Personalize your shopping experience.
  • Analyze website performance and improve marketing.

When You Use the Petstop App

When you download and use the Petstop App, we collect your personal details, including your email or phone number (as a username), name, address, contact details, date of birth, and marketing preferences.

This information allows us to:

  • Identify and reward customer loyalty.
  • Process your purchases and payments.
  • Send you personalized offers and promotions.
  • Provide customer support.

When You Visit Our Stores

If you shop in one of our physical stores, we may collect your payment details, customer loyalty number, CCTV footage, incident reports, and details needed for home deliveries or other services.

We use this information to:

  • Process payments and refunds.
  • Send you customer loyalty rewards.
  • Maintain store security through CCTV monitoring.
  • Fulfill delivery orders.
  • Handle customer queries and complaints.

When You Contact Us Directly

If you contact us via phone, email, social media, or live chat, we may collect your name, contact details, order history, and social media username (if applicable).

This helps us:

  • Respond to queries and complaints efficiently.
  • Improve customer service.
  • Process sponsorship and donation requests.
  • Investigate incidents and complaints.

For Marketing and Customer Insights

We use customer information for marketing purposes, customer behaviour analysis, and loyalty reward programs. In some cases, we may obtain additional information from third-party sources, but this data is typically aggregated and does not personally identify you.

We process this data to:

  • Improve our promotions and offers.
  • Send personalized marketing emails, SMS, or direct mail (with your consent).
  • Analyze website behavior to optimize advertising.
  • Run social media promotions and competitions.

Other Information We May Collect

In certain situations, such as handling legal or insurance claims, we may collect additional data, including CCTV footage, incident details, and health-related information if relevant.

This helps us:

  • Investigate complaints and manage claims.
  • Ensure compliance with legal obligations.

 

TYPES OF DATA WE COLLECT

Personal Data
While using our Service, we may ask you to provide us with certain personally identifiable information that can be used to contact or identify you ("Personal Data"). Personally identifiable information may include, but is not limited to:

  • Email address
  • First name and last name
  • Phone number
  • Address, County/State, City, Postal code, Country
  • Cookies and Usage Data

We may use your Personal Data to contact you with newsletters, marketing or promotional materials and other information that may be of interest to you, only when you have opted in. You may opt out of receiving any, or all, of these communications from us by following the unsubscribe link or instructions provided in any email we send. We will only send you these marketing correspondence if we find that it will be of interest to you.

'Billing Address'
This data is collected and used by our payment gateway to match the card/account to the correct billing address. This is also used by our payment partners as a tool to detect fraud. The correct billing address must be used to complete transaction.  

'Contact Us' Page
This data collected (Name, Email, Number(optional), Comment) will be used to contact you regarding your comment/question. This data will not be used for any other purpose. 

'Delight Chat' live chat service
By using this service to contact us, you agree to allow our third party partner 'Delight Chat' to submit your data for live chat and email purposes. This data collected will only be used for the purpose of responding to your questions/comments.  All chat transcripts are recorded and stored for future reference for a 3 month period.  This data will not be used for any other purpose. 

'Loyalty' registration form
To avail of our 'Loyalty' system, you must provide a full name & email address and you agree for this data to be used to match the card holder to the loyalty profile.  All other information in this registration form is optional. This data will not be used for any other purpose unless 'Opt-In' selected. Please see 'Loyalty' terms and conditions for more information.

Subscription Service by Recharge
This subscription service is provided by Recharge on behalf of Petstop.ie By subscribing to our service, you have confirmed that you accept our Terms of Service. Your membership will automatically renew on a recurring basis (based on your selected frequency) at which time your payment card will be charged automatically for the subscription products, including applicable shipping (if applicable) until you cancel your membership. You may cancel your membership at anytime by logging in to your account, selecting Subscriptions, then clicking cancel next to the item.

'Pet Parlour' Booking system
By using our 'Pet Parlour' booking service, you agree to allow our third party partner 'Get Timely' to process your data for booking purposes only. This data collected will only be used to secure a booking and correspond with customers regarding their booking. All booking/changes/cancellations correspondence will be done through our third party system through telephone calls, SMS and/or email for booking purpose only. This data will not be used for any other purpose. Please see below for terms and conditions.

USAGE DATA
We may also collect information how the Service is accessed and used ("Usage Data"). This Usage Data may include information such as your computer's Internet Protocol address (e.g. IP address), browser type, browser version, the pages of our Service that you visit, the time and date of your visit, the time spent on those pages, unique device identifiers and other diagnostic data.

LOCATION DATA
 We may use and store information about your location if you give us permission to do so (“Location Data”). We use this data to provide features of our Service, to improve and customise our Service.

You can enable or disable location services when you use our Service at any time, through your device settings.

TRACKING COOKIES DATA
We use cookies and similar tracking technologies to track the activity on our Service and hold certain information.

Cookies are files with small amount of data which may include an anonymous unique identifier. Cookies are sent to your browser from a website and stored on your device. Tracking technologies also used are beacons, tags, and scripts to collect and track information and to improve and analyse our Service.

You can instruct your browser to refuse all cookies or to indicate when a cookie is being sent. However, if you do not accept cookies, you may not be able to use some portions of our Service.

Examples of Cookies we use:

  • Session Cookies. We use Session Cookies to operate our Service.
  • Preference Cookies. We use Preference Cookies to remember your preferences and various settings.
  • Security Cookies. We use Security Cookies for security purposes.

USE OF DATA

Petstop Ltd uses the collected data for various purposes:

  • To provide and maintain our Service
  • To notify you about changes to our Service
  • To allow you to participate in interactive features of our Service when you choose to do so
  • To provide customer support
  • To gather analysis or valuable information so that we can improve our Service
  • To monitor the usage of our Service
  • To detect, prevent and address technical issues
  • To provide you with news, special offers and general information about other goods, services and events which we offer that are similar to those that you have already purchased or enquired about unless you have opted not to receive such information
  • We may share your information internally within the Petstop group, including other brands owned by Petstop Ltd, on a need to know basis when required for our business to function.
  • We may share your information externally with our core service providers when required for our business to function. These include for example companies who help us provide our websites, pick and pack orders, make deliveries, print materials or provide customer support services.
  • We may need to share personal data in order to protect ourselves against fraudulent claims and to manage insurance and legal claims.
  • We may need to share personal data to support our IT system providers to keep our systems secure. Each of the external companies we work with has been selected by us for their ability to provide what we need to our required specification, including their ability to handle sensitive data (like your personal information) securely and appropriately.
  • We may need to share personal data when 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 organisation asking for it.
  • We may share your information with other partners when we have your consent to do so.

RETENTION OF DATA

Petstop Ltd will retain your Personal Data only for as long as is necessary for the purposes set out in this Privacy Policy. We will retain and use your Personal Data to the extent necessary to comply with our legal obligations (for example, if we are required to retain your data to comply with applicable laws/tax records etc), resolve disputes, and enforce our legal agreements and policies.

Petstop Ltd will also retain Usage Data for internal analysis purposes. Usage Data is generally retained for a shorter period of time, except when this data is used to strengthen the security or to improve the functionality of our Service, or we are legally obligated to retain this data for longer time periods.

TRANSFER OF DATA

Our third party service providers who process your information on our behalf may transfer your information outside the European Economic Area (EEA). Where such transfers occur, it is our policy that: a) they do not occur without our prior written authority; and b) that an appropriate transfer agreement is put in place to protect your information. If you would like to find out more about any such transfers, please contact privacy@petstop.ie

If you are located outside Ireland and choose to provide information to us, please note that we transfer the data, including Personal Data, to Ireland and process it there.

Your consent to this Privacy Policy followed by your submission of such information represents your agreement to that transfer.

Petstop Ltd will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this Privacy Policy and no transfer of your Personal Data will take place to an organisation or a country unless there are adequate controls in place including the security of your data and other personal information.

Automated processing of your information

Your personal information may be processed with automated methods to understand which Petstop outlet you usually shop at, whether you have been shopping recently or not, and which products you purchase or which you might be interested in hearing about in future.

This data may include things like your age, gender and purchasing history or preferences. When your Personal Data is processed in this way it is used in summarised (by which we mean anonymised and aggregated) business reports, or to tailor news, offers and promotions we feel you will find most relevant. For example, to advise you of a promotion, event or product launch at a store that you shop at.

This processing could determine whether or not you are included in tailored promotions or offers, or advised of Petstop news, events or product launches.

DISCLOSURE OF DATA

DISCLOSURE FOR LAW ENFORCEMENT

Under certain circumstances, Petstop Ltd may be required to disclose your Personal Data if required to do so by law or in response to valid requests by public authorities (e.g. a court or a government agency).

LEGAL REQUIREMENTS

Petstop Ltd may disclose your Personal Data in the good faith belief that such action is necessary to:

  • To comply with a legal obligation
  • To protect and defend the rights or property of Petstop Ltd
  • To prevent or investigate possible wrongdoing in connection with the Service
  • To protect the personal safety of users of the Service or the public
  • To protect against legal liability

SECURITY OF DATA

The security of your data is important to us, but remember that no method of transmission over the Internet, or method of electronic storage is 100% secure. While we strive to use commercially acceptable means to protect your Personal Data, we cannot guarantee its absolute security.

YOUR RIGHTS

Petstop Ltd aims to take reasonable steps to allow you to correct, amend, delete, or limit the use of your Personal Data.

Whenever made possible, you can update your Personal Data directly within your account settings section. If you are unable to change your Personal Data, please contact us (details below) to make the required changes.

If you wish to be informed what Personal Data we hold about you and if you want it to be removed from our systems, please contact us (details below).

In certain circumstances, you have the right:

  • To access and receive a copy of the Personal Data we hold about you
  • To rectify any Personal Data held about you that is inaccurate
  • To request the deletion of Personal Data held about you

You have the right to data portability for the information you provide to Petstop Ltd. You can request to obtain a copy of your Personal Data in a commonly used electronic format so that you can manage and move it.

Please note that we may ask you to verify your identity before responding to such requests.

SERVICE PROVIDERS

We may employ third party companies and individuals to facilitate our Service ("Service Providers"), to provide the Service on our behalf, to perform Service-related services or to assist us in analysing how our Service is used.

These third parties have access to your Personal Data only to perform these tasks on our behalf and are obligated not to disclose or use it for any other purpose.

SHIPPING/COURIER

We use third-party Service Providers to deliver our parcels.  All delivery details (only) are transferred electronically to our Courier using their secure platform.

An Post (substitute courier service provider) An Post is the state-owned provider of postal services in the Republic of Ireland. An Post provides a "universal postal service" to all parts of the country as a member of the Universal Postal Union.  For deliveries outside of the Rep of Ireland, An Post will pass your parcel (including Delivery name, delivery address and delivery number) onto other Universal Postal Union members. E.g Royal Mail in the UK/Northern Ireland. An Post work within the scope of GDPR as they receive and process identifiable information within the pre-advice data files For more information on the privacy practices of An Post, please visit www.anpost.ie/AnPost/web+policy.htm  

DPD (main courier service provider) Interlink Ireland Limited trading as DPD Ireland. Registered in Ireland No: 113012 Interlink Ireland Limited. Registered Office: Athlone Business Park, Dublin Road, Athlone, Co Westmeath, Ireland. Phone: +353(0)906420500 For deliveries outside of the Ireland, DPD will pass your parcel (including Delivery name, delivery address and delivery number) onto other branches of DPD worldwide DPD work within the scope of GDPR as they receive and process identifiable information within the pre-advice data files For more information on the privacy practices of DPD, please visit www.deliver-it.ie

Deliver-It (Dublin courier) Registered Office: Unit 17, Dunshaughlin Business Park, Dunshaughlin, Co. Meath Phone: +353(0)9617863 For deliveries in Dublin and the surrounding areas.  Deliver-It work within the scope of GDPR as they receive and process identifiable information within the pre-advice data files For more information on the privacy practices of Deliver-It, please visit www.dpd.ie

ANALYTICS

We may use third-party Service Providers to monitor and analyse the use of our Service.

Google Analytics Google Analytics is a web analytics service offered by Google that tracks and reports website traffic. Google uses the data collected to track and monitor the use of our Service. This data is shared with other Google services. Google may use the collected data to contextualise and personalise the ads of its own advertising network. You can opt-out of having made your activity on the Service available to Google Analytics by installing the Google Analytics opt-out browser add-on. The add-on prevents the Google Analytics JavaScript (ga.js, analytics.js, and dc.js) from sharing information with Google Analytics about visits activity. For more information on the privacy practices of Google, please visit the Google Privacy Terms web page: https://policies.google.com/privacy?hl=en-US

 

BEHAVIORAL REMARKETING

Petstop Ltd uses remarketing services to advertise on third party websites to you after you visited our Service. We and our third-party vendors use cookies to inform, optimise and serve ads based on your past visits to our Service.

Google AdWords Google AdWords remarketing service is provided by Google Inc. You can opt-out of Google Analytics for Display Advertising and customise the Google Display Network ads by visiting the Google Ads Settings page: http://www.google.com/settings/ads Google also recommends installing the Google Analytics Opt-out Browser Add-on - https://tools.google.com/dlpage/gaoptout - for your web browser. Google Analytics Opt-out Browser Add-on provides visitors with the ability to prevent their data from being collected and used by Google Analytics. For more information on the privacy practices of Google, please visit the Google Privacy Terms web page: http://www.google.com/intl/en/policies/privacy/

X (formally Twitter) X remarketing service is provided by X Inc. You can opt-out from X's interest-based ads by following their instructions: https://help.x.com/en/safety-and-security/privacy-controls-for-tailored-ads You can learn more about the privacy practices and policies of Twitter by visiting their Privacy Policy page: https://x.com/en/privacy

Facebook Facebook remarketing service is provided by Facebook Inc. You can learn more about interest-based advertising from Facebook by visiting this https://www.facebook.com/privacy/policy/

European Interactive Digital Advertising Alliance in Europe http://www.youronlinechoices.eu/, or opt-out using your mobile device settings. For more information on the privacy practices of Facebook, please visit Facebook's Data Policy: https://www.facebook.com/privacy/explanation

TrustPilot TrustPilot is a service/product review publishing platform.   For more information on the privacy practices of TrustPilot, please visit the TrustPilot Privacy Policy web page: https://uk.legal.trustpilot.com/end-user-privacy-terms

Recharge Recharge is a subscription platform.   For more information on the privacy practices of Recharge, please visit the Recharge Privacy Policy web page: https://getrecharge.com/privacy-policy/

TikTok TikTok remarketing service is provided by TikTok Inc. You can learn more about the privacy practices and policies of Twitter by visiting their Privacy Policy page: https://www.tiktok.com/legal/page/eea/privacy-policy/en

PAYMENTS

We provide paid products and/or services within the Service. In that case, we use third-party services for payment processing (e.g. payment processors).

We will not store or collect your payment card details. That information is provided directly to our third-party payment processors whose use of your personal information is governed by their Privacy Policy. These payment processors adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, Mastercard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of payment information.

The payment processors we work with are:

Stripe Their Privacy Policy can be viewed at https://stripe.com/us/privacy

PayPal Their Privacy Policy can be viewed at  https://www.paypal.com/ie/legalhub/paypal/privacy-full

Klarna Their Privacy Policy can be viewed at https://www.klarna.com/ie/privacy-and-security/

Revolut Their privacy policy can be viewed at https://www.revolut.com/en-IE/privacy-policy/

OTHER SERVICES

We may use third-party Service Providers to improve our services.  These third parties have access to your Personal Data that you have supplied, only to perform these tasks on our behalf and are obligated not to disclose or use it for any other purpose.

The other services we work with are:

Get Timely Booking service for our 'Pet Parlour'.  Uses your personal data to complete booking/s.  Contact will be done through and/or telephone call/SMS/email.  Their Privacy Policy can be viewed at https://www.gettimely.com/support/privacy/

Delight Chat Live chat & contact service provider.  Uses your personal data to submit your data for live chat and email purposes. Their Privacy Policy can be viewed at https://www.delightchat.io/legal/privacy-policy

 

LINKS TO OTHER SITES

Our Service may contain links to other sites that are not operated by us. If you click on a third party link, you will be directed to that third party's site. We strongly advise you to review the Privacy Policy of every site you visit.

We have no control over and assume no responsibility for the content, privacy policies or practices of any third party sites or services.

CHILDREN'S PRIVACY

Our Service does not address anyone under the age of 16 ("Children").

We do not knowingly collect personally identifiable information from anyone under the age of 16. If you are a parent or guardian and you are aware that your Children has provided us with Personal Data, please contact us (details below). If we become aware that we have collected Personal Data from children without verification of parental consent, we take steps to remove that information from our servers.

CHANGES TO THIS PRIVACY POLICY

We may update our Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page.

We will let you know via email and/or a prominent notice on our Service, prior to the change becoming effective and update the "effective date" at the top of this Privacy Policy.

You are advised to review this Privacy Policy periodically for any changes. Changes to this Privacy Policy are effective when they are posted on this page.

CONTACT US

If you have any questions about this Privacy Policy, please contact us:

  • By email: privacy@petstop.ie
  • By visiting this page on our website: https://www.petstop.ie/privacy-policy
  • By phone number: 01-6875016