Privacy Policy

1. What information we collect

We collect only what we need to ship your order, give you a great support experience, and improve the site. Categories of data and why we hold them:

We do not collect biometric data, government IDs, or precise GPS location, and we do not knowingly buy personal data from third-party brokers.

2. How we use your information

Each piece of data above is tied to a specific lawful purpose. We never use your data for purposes you would not reasonably expect from a pet-goods retailer:

• Run your order — charge payment, ship the package, send tracking, and process returns.
• Customer care — answer email, chat, and phone enquiries; resolve disputes; remember sizing notes for next time.
• Account features — let you sign in, view past orders, save addresses, and manage subscriptions.
• Marketing — with your consent — send the Insider newsletter, restock alerts, and birthday offers. You can opt out from any email or in My Account.
• Site improvement — aggregate analytics tell us which pages and products work best so we can invest in the right content.
• Fraud & security — detect chargeback fraud, brute-force attempts, scraping, and abusive behaviour.
• Legal compliance — tax records, accounting, and responding to lawful requests from regulators.

3. Who we share data with

We share the minimum data required with a small set of trusted service providers, each bound by a data-processing agreement:

We may also disclose data when legally required (court order, subpoena), in connection with a corporate transaction (merger, sale of assets — you would be notified in advance), or to protect the rights, property, or safety of Pet Pouchy, our customers, and the public.

4. Cookies and similar technologies

Cookies are small text files stored on your device. We use four categories, each clearly labelled in our cookie banner:

• Strictly necessary — cart, checkout, sign-in. Cannot be turned off; the site will not work without them.
• Functional — remember your country, currency, and recently viewed products. Set only when you choose them.
• Analytics — anonymous Google Analytics 4 metrics. IP addresses are truncated and never joined to your identity.
• Marketing — Meta & TikTok pixels, used only if you click "Accept" on the banner. Used to measure ad performance and show relevant Pet Pouchy ads on social.

You can change your choices at any time by clicking "Cookie Settings" in the site footer, or by clearing cookies in your browser. Most cookies expire automatically within 30 days; analytics cookies last up to 14 months.

5. How long we keep your data

We hold personal data only as long as we need it for the purposes above, plus any period required by law:

6. Your privacy rights

Wherever you live, you can email [email protected] to exercise the rights below. We respond within 30 days and never charge a fee.

US residents with consumer-privacy rights (CCPA / CPRA and similar)

• Right to know what personal information we collect, use, share, and the categories of recipients.
• Right to delete personal information, subject to legal-hold exceptions (e.g. tax records).
• Right to correct inaccurate personal information.
• Right to opt out of "sale" or "sharing" of personal information — we do neither, but you can still file the request.
• Right to non-discrimination — exercising your rights will never affect product pricing or service quality.

EU / UK residents (GDPR / UK GDPR)

• Access, rectification, erasure, restriction, and portability of your data.
• Withdraw consent for marketing or cookies at any time.
• Object to processing based on legitimate interests.
• Lodge a complaint with your local Data Protection Authority (in the UK, the ICO at ico.org.uk).

For verification, we may ask you to confirm details from a recent order. Authorised agents must provide written permission.

7. How we protect your data

• TLS 1.3 encryption on every page; HSTS preloaded in major browsers.
• PCI-DSS Level 1 payment processors handle every card transaction; we never store full card numbers on our servers.
• Account passwords are stored as bcrypt hashes with per-user salt — no plaintext, ever.
• Two-factor authentication for every Pet Pouchy staff account with admin access.
• Cloudflare WAF, rate limiting, and bot-management on the entire site.
• Quarterly third-party security review and continuous dependency scanning.

If we ever experience a data breach affecting your information, we will notify you without undue delay and within the timelines required by applicable law (72 hours under GDPR).

8. Children's privacy

Pet Pouchy is intended for adult shoppers. We do not knowingly collect personal information from anyone under 16. If you believe a minor has provided personal data through our site, email [email protected] and we will delete it promptly.

9. International data transfers

Our servers are located in the United States. If you are visiting from the EU, UK, Canada, or another region, your data will be transferred to and processed in the US under one of the lawful transfer mechanisms below:

• Standard Contractual Clauses (SCCs) approved by the European Commission, signed with every sub-processor that handles EU data.
• UK International Data Transfer Addendum, where applicable.
• Your explicit consent at the moment of placing an order, where required.

10. Changes to this policy

When we update this policy we revise the "Last updated" date at the top. Material changes (new categories of data, new sharing partners, new purposes) trigger an email notice to active customers and a banner on the site for at least 30 days before they take effect.