Privacy policy

Last Updated April 2024

At Zesty Paws we value your privacy and security. Please take the time to read this notice which explains what we do with your personal information, what we do to keep it secure, from where and how we collect it, as well as your rights in relation to the personal information we hold about you.

Unless indicated otherwise, this policy applies only to personal information collected through websites, mobile applications, email, social media where this policy is displayed or linked by us.

We change the terms of this privacy policy from time to time and you should check it regularly. The last updated date is shown at the beginning of the document. If we make any material changes, we will take steps to bring it to your attention.

WHO WE ARE

For the purpose of the Data Protection Act 1998 (the Act) and from the 1 August 2021, the EU General Data Protection Regulation 2016/679 (the GDPR), the data controller is Health and Happiness UK Limited - company no.09065935, collectively referred to as Zesty Paws, "we", "us" or "our" in this privacy policy.

Our registered office address is: The Aircraft Factory, 100 Cambridge Grove, London W6 0LE 7DP and you can write to us at that address should you have any questions, or you would like to make a request to exercise any of your legal rights.

You can also contact us by email on: bark@zestypaws.it

We are committed to:  

  • protecting your privacy when you visit our Site;  
  • protecting the confidentiality of any information that you provide to us; and  
  • being transparent about our collection and use of your Personal Data. 

THE PERSONAL INFORMATION WE COLLECT

We only ever collect the Personal Data that we need from you and keep to a minimum the Personal Data we hold on an ongoing basis.  

We collect and process your Personal Data when you use our Sites and services. This may be Personal Data you provide to us, that we collect about you and/or information we receive from other sources.  

Information you provide us

The Personal Data you give to us may include: 

  • your name, postal and email addresses, and phone numbers 
  • information about your pet(s) 
  • financial and credit card information
  • social media profile
  • user generated content

We ask you to ensure that the Personal Data you provide to us is kept up-to-date and therefore please contact us if you need to amend any records we hold of your Personal Data.

Information we collect about you

Each time you use our Sites we may automatically collect the following information:  

  • the details of the device you use to access our Site; 
  • your user activity details and preferences;  
  • your purchase history;
  • your browser history details;  
  • your location details; and  
  • your electronic identification data including IP address and information collected through cookies. 

Information we receive from other sources

We use approved third parties to provide services to us (for example, sub-contractors in payment and delivery services) and may receive information about you from them. 

We sometimes combine information that we receive from other sources with information you give to us and information that we collect about you. We may use this information and the combined information for the purposes set out below. 

WHY DO WE COLLECT YOUR PERSONAL INFORMATION

We ensure that the collection, processing and use of your personal data is lawful. Therefore, for the purposes listed above, we only use your personal data if one of the following conditions apply:

  • You have given us your consent to process your Personal Data (consent);
  • We need your personal data for the performance of a contract you enter into with us, such as when you purchase a product through the website (contract);
  • we have a legitimate organisational interest where we use your Personal Data in a way that you would reasonably expect, and which has a minimal impact on your privacy (legitimate interests).  

HOW WE USE YOUR DATA

The purposes for which we collect and use your Personal Data are as follows. In each case we have confirmed which legal basis we rely on: 

  • to register you with our Site (legitimate interests); 
  • to provide you with information about our products in response to your enquiry (contract); 
  • to provide you with the products you have ordered and to invoice you (contract); 
  • to provide you with information about our other products that are similar to those you have already purchased or enquired about (legitimate interests); 
  • to provide you with a more personalised service when you visit our Site (legitimate interests); 
  • for assessment and analysis; for example, customer and product analysis purposes. These enable us to review, develop and to improve our service to you as well as notifying you of any changes (legitimate interests); 
  • for direct marketing by email (consent); 
  • for direct marketing by SMS (text messaging) (consent);
  • for direct marketing by post (legitimate interests); 

DO WE SHARE YOUR PERSONAL INFORMATION?

We do not sell any of your personal data to third party companies. We may however need to share your data with third party companies in order to provide you an optimal web experience and recommend relevant products to you - These examples are listed below:

  • Our parent company H&H group, where they assist us in providing our services to you
  • Companies that help us get your order to you, such as payment service providers, warehouses operators and delivery companies
  • Marketing service providers, such as marketing agencies and advertising partners who help us market our business
  • Credit reference agencies, law enforcement and fraud prevention agencies, so we can help tackle fraud and other unlawful activities
  • Technology service providers, such as companies that support our IT, help us analyse the data we hold, send communications to our customers and help us develop and host our websites
  • Companies approved by you


If we ever provide third parties with information and analytics about our customers, we will ensure that all data is aggregated and anonymised and cannot identify you.

Third parties we work with:

THIRD PARTY PROVIDER

PURPOSE

Yotpo - 3rd party review service

To ask you for your feedback on an order you have placed with us directly.

Customer relationship management service

To better understand our customers and promote Zesty Paws and its brands 

Courier and postal services

To deliver your order

Klaviyo - Email software provider

To send your education pet information and promotional offers via email  

Adyen - Payment gateway provider 

To process customer orders on our Website  

Digital marketing agency

To help us advertise to new and current customers 

META, Google, Tiktok

To show you products that might interest you while you're browsing the internet. We'll also use your data to identify other internet users who share similar interests. This is based on your acceptance of cookies on our website. For more information about the cookies we use, please see our cookie policy.

Law enforcement bodies

For fraud management, we may share information about fraudulent or potentially fraudulent activity in our premises or systems.

IT Companies

To support our website and other business systems


INTERNATIONAL TRANSFERS

In order to process your personal data for the purposes set out in this Privacy Notice, we may transfer your personal data to third parties and other companies in our group that are based outside of the EEA.

We will only transfer your data outside of the EEA in compliance with data protection laws and provided appropriate or suitable safeguards are in place to protect your data, these being either standard contractual clauses, binding corporate rules or in the case of transfers to the USA, a Privacy Shield Certification. Please contact us if you would like details of the appropriate safeguards used if we transfer your data in such circumstances.

THIRD PARTIES LINKS

This website may include links to third-party websites, plug-ins, and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy notice of every website you visit.

KEEPING YOUR PERSONAL DATA

We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.

To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements. For example, if your order included a product guarantee, the associated personal data will be kept until the end of the guarantee period.

At the end of that retention period, your data will either be deleted completely or anonymised, for example by aggregation with other data so that it can be used in a non-identifiable way for statistical analysis and business planning.

PROTECTING YOUR PERSONAL DATA

The security of your personal data is very important to us and we are committed to treating it with the utmost care, taking all appropriate steps to protect it.

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal information to those who have a genuine business need to know it. Those processing your information will do so only in an authorised manner and are subject to a duty of confidentiality. Access to your personal data is password-protected, and sensitive data (such as payment card information) is secured and tokenised to ensure it is protected.

We also have procedures in place to deal with any suspected data security breach. We will notify you and any applicable regulator of a suspected data security breach where we are legally required to do so.

If you want detailed information from Get Safe Online on how to protect your information and your computers and devices against fraud, identity theft, viruses and many other online problems, please visit www.getsafeonline.org. Get Safe Online is supported by HM Government and leading businesses.

COOKIES 

You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly. For more information about the cookies we use, please see our cookie policy. 

YOUR RIGHTS   

Under the General Data Protection Regulation, you have several important rights available to you. In summary, those include rights to:

  • Be informed about how your personal information is being used (hopefully this privacy notice explains it all)
  • Access the personal information we hold about you
  • Request us to correct any mistakes in your information which we hold
  • Object to us processing your personal data for direct marketing purposes
  • Withdraw your consent, where processing of your personal data is based on consent.  You can do this by unsubscribing from the email link or contacting us at bark@zestypaws.co.uk
  • In certain circumstances you have the right to:
    • Request the erasure of personal information
    • Restrict or Object to the processing of your Personal Data
    • Request that we transfer elements of your data to another service provider

For further information on each of these rights, including the circumstances in which they apply, see the Guidance from the UK Information Commissioner’s Office (ICO) on individuals rights under the General Data Protection Regulation.

YOUR RIGHTS TO OPTING OUT

You can ask us to stop sending you any marketing messages at any time by contacting us at bark@zestypaws.it.

You can also opt-out, by unsubscribing from marketing communications in any email sent to you. To unsubscribe from email marketing please use the ‘UNSUBSCRIBE’ link at the bottom of each email.  

If you wish to exercise any of your other rights listed in this policy, or that you have in law, then please:

  • Contact us at bark@zestypaws.it;
  • Let us have enough information to identify you;
  • Let us know the information to which your request relates

We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made many requests. In this case, we will notify you and keep you updated.

If you are not satisfied with our handling of your issue or complaint then you have the right, under Article 77 of the UK GDPR, to lodge a complaint with the Information Commissioner’s Office (https://ico.org.uk/concerns/).