Privacy Policy

Last Updated: 20/10/2026

1. Introduction

Planet of Pets Ltd (“Planet of Pets Ltd,” “we,” “us,” or “our”) respects your privacy and is committed to protecting your personal data. This Privacy Policy explains how we collect, use, disclose, and protect personal data when you visit or use https://planetofpetsltd.com (the “Website”), place an order, contact us, or otherwise interact with us.

This Privacy Policy should be read together with our Terms and Conditions, Refund and Returns Policy, and Shipping Policy. It describes our personal-data practices and does not replace any rights you may have under applicable data protection law.

2. Personal Data We Collect

2.1 Information You Provide. We may collect personal data that you provide directly, including:

• Contact details, such as your name, email address, telephone number, billing address, and delivery address.
• Order details, including products purchased, order history, delivery instructions, and return or refund information.
• Payment-related information necessary to process a transaction. Payment card details may be collected and processed by our payment service providers; we may receive transaction confirmations and limited payment details, but do not necessarily receive or retain full payment card numbers.
• Information you provide when contacting us, including enquiries, complaints, feedback, and information submitted in connection with a privacy request.
• Preferences you choose to share, including marketing preferences.

2.2 Information Collected Automatically. When you use the Website, we and our service providers may automatically collect technical and usage information, such as your IP address, browser and device type, operating system, pages viewed, referring pages, access times, and interactions with Website features. We may use cookies and similar technologies to collect some of this information, as described in Section 8.

2.3 Information from Other Sources. We may receive personal data from service providers who support our Website, payment processing, fraud prevention, delivery, analytics, and customer service operations, where permitted by law.

3. How We Use Personal Data

We use personal data for purposes including:

• Processing and fulfilling orders, taking payment, arranging delivery, and providing order-related communications.
• Responding to enquiries, complaints, and requests, and providing customer support.
• Managing returns, refunds, replacements, and other order-related matters.
• Operating, maintaining, securing, and improving the Website and our services.
• Detecting, preventing, and investigating fraud, security incidents, and other misuse.
• Meeting our legal, regulatory, tax, and accounting obligations.
• Sending marketing communications where permitted by law and consistent with your preferences.
• Establishing, exercising, or defending legal claims.

4. Legal Bases for Processing

Where applicable data protection law requires a legal basis for processing, we rely on one or more of the following:

• Contract: processing necessary to enter into or perform a contract with you, including processing and fulfilling your order.
• Legal obligation: processing necessary to comply with applicable law.
• Legitimate interests: processing necessary for our legitimate business interests, where those interests are not overridden by your rights and interests. These interests may include operating and securing our business, improving our services, responding to requests, and preventing fraud.
• Consent: processing based on your consent, such as certain marketing or optional cookie activities where consent is required. You may withdraw consent at any time, without affecting processing carried out before withdrawal.

5. How We Share Personal Data

We do not sell your personal data. We may disclose personal data where necessary for the purposes described in this Privacy Policy, including to:

• Service providers that support our business, such as payment processors, website and hosting providers, delivery and fulfilment providers, customer service providers, analytics providers, and fraud-prevention providers.
• Professional advisers, including legal, accounting, and auditing advisers.
• Government authorities, regulators, courts, law enforcement agencies, or other parties where disclosure is required by law or necessary to protect rights, safety, or property.
• A successor or relevant parties in connection with a business reorganisation, merger, transfer, or sale, subject to applicable law.

Where service providers process personal data on our behalf, we take steps designed to require them to protect it and use it only in accordance with our instructions and applicable law.

6. International Data Transfers

Our service providers or business operations may involve processing personal data in countries outside the country where you are located. Where applicable law requires safeguards for an international transfer, we will take steps intended to provide an appropriate level of protection, such as using legally recognised transfer mechanisms or relying on another lawful transfer basis.

You may contact us using the details in Section 13 to request further information about applicable transfer safeguards, subject to legal restrictions.

7. Data Retention

We retain personal data only for as long as reasonably necessary for the purposes described in this Privacy Policy, including to provide our services, meet legal obligations, resolve disputes, and enforce agreements.

Order and transaction records are retained for 6 years for tax and accounting purposes. Other personal data is retained for the period reasonably necessary for the relevant purpose, subject to applicable legal requirements.

8. Cookies and Similar Technologies

The Website may use cookies and similar technologies to support its operation, remember preferences, understand Website usage, and, where applicable, support marketing activities. Some cookies may be set by third-party service providers.

You may be able to control cookies through your browser settings and, where available, the cookie settings presented on the Website. Disabling certain cookies may affect Website functionality. Where consent is required for non-essential cookies, we will seek it before using them.

9. Data Security

We use reasonable technical and organisational measures designed to protect personal data against unauthorised access, loss, misuse, alteration, and disclosure. No method of transmission or storage is completely secure, and we cannot guarantee absolute security. You are responsible for keeping any account credentials confidential and for notifying us promptly if you suspect unauthorised access or use.

10. Your Privacy Rights

Depending on your location and applicable law, you may have rights to:

• Request access to personal data we hold about you.
• Request correction of inaccurate or incomplete personal data.
• Request deletion of personal data in certain circumstances.
• Request restriction of processing in certain circumstances.
• Object to certain processing, including processing based on legitimate interests or direct marketing.
• Request a copy of certain personal data in a portable format.
• Withdraw consent where processing is based on consent.
• Lodge a complaint with a relevant data protection authority.

These rights are subject to applicable legal conditions and exceptions. We may need to verify your identity before responding. To exercise a right, contact us at hello@planetofpetsltd.com.

11. Marketing Communications

We may send marketing communications where permitted by law. You can opt out at any time by using the unsubscribe method provided in the communication or by contacting hello@planetofpetsltd.com. Opting out of marketing does not prevent us from sending non-marketing communications necessary for your order, customer service, or other legitimate business purposes.

12. Children and Minimum Age

The Website and our products are not intended for purchase by persons under 18 years of age. We do not knowingly collect personal data from children in connection with purchases. If you believe a child has provided us with personal data, contact us at hello@planetofpetsltd.com so that we can review the matter and take appropriate steps.

13. Contact Us

For privacy questions, complaints, or requests concerning your personal data, contact us at:

Planet of Pets Ltd 23, Gainsborough Road London, E15 3AG UNITED KINGDOM Email: hello@planetofpetsltd.com Website: https://planetofpetsltd.com

The contact email above is the contact point for privacy requests and complaints.

14. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, services, or legal requirements. The “Last Updated” date at the top of this document indicates when it was most recently revised. We encourage you to review this page periodically.