Willow's Pet Supplies Privacy Policy

Privacy & Cookie Policy

What is the website's privacy policy?

Willow’s Pet Supplies Ltd Customer Privacy Policy

Willow’s Pet Supplies Ltd is a company registered in England and (referred to as "WPS", "we" or "us" in this policy).

Overview

Maintaining the security of your data is a priority at WPS, and we are committed to respecting your privacy rights. We pledge to handle your data fairly and legally at all times. WPS is also dedicated to being transparent about what data we collect about you and how we use it.

This policy, which applies whether you use your mobile device or go online, provides you with information about:

- how we use your data;

- what personal data we collect;

- how we ensure your privacy is maintained; and

- your legal rights relating to your personal data.

How we use your data

General

WPS (and trusted partners acting on our behalf) uses your personal data:

- to provide goods and services to you;

- to make a tailored website available to you;

- to manage any registered account(s) that you hold with us;

- to verify your identity;

- for crime and fraud prevention, detection and related purposes;

- with your agreement, to contact you electronically about promotional offers and products and services which we think may interest you;

- for market research purposes - to better understand your needs;

- to enable WPS to manage customer service interactions with you; and

- where we have a legal right or duty to use or disclose your information (for example in relation to an investigation by a public authority or in a legal dispute).

Promotional Communications

WPS uses your personal data for electronic marketing purposes (with your consent) and may send you postal mail to update you on the latest WPS offers.

WPS aims to update you about products & services which are of interest and relevance to you as an individual.

You have the right to opt out of receiving promotional communications at any time, by:

changing marketing preferences via your WPS account;
making use of the simple “unsubscribe” link in emails;
and/or
contacting WPS via the contact channels set out in this Policy.

Web Banner Advertising

If you visit our websites, you may receive personalised banner advertisements whilst browsing other websites. Any banner advertisements you see will relate to products you have viewed whilst browsing our websites on your computer or other devices.

These advertisements are provided by WPS via market leading specialist providers using ‘cookies’ placed on your computer or other devices (see further information on the use of cookies in our Cookie Policy). You can remove or disable cookies at any time - see below for further information.

Sharing data with third parties

In order to make certain services available to you, we may need to share your personal data with some of our service partners. These include IT, delivery and marketing service providers.

WPS only allows its service providers to handle your personal data when they apply appropriate data protection and security controls and where they can only use your data to provide services to WPS and to you, and for no other purposes.

Aside from our service providers, WPS will not disclose your personal data to any third party, except as set out below. We will never sell or rent our customer data to other organisations for marketing purposes.

We may share your data with:

- credit reference agencies where necessary for card payments;

- governmental bodies, regulators, law enforcement agencies, courts/tribunals and insurers where we are required to do so: -

- to comply with our legal obligations;

- to exercise our legal rights (for example in court cases);

- for the prevention, detection, investigation of crime or prosecution of offenders; and

- for the protection of our employees and customers.

International Transfers:

To deliver products and services to you, it is sometimes necessary for WPS to share your data outside of the European Economic Area. This will typically occur when service providers are located outside the EEA or if you are based outside the EEA. These transfers are subject to special rules under data protection laws.

If this happens, we will ensure that the transfer will be compliant with data protection law and all personal data will be secure. Our standard practice is to use ‘standard data protection clauses’ which have been approved by the European Commission for such transfers. Those clauses can be accessed here.

How long do we keep your data?

We will not retain your data for longer than necessary for the purposes set out in this Policy.

What personal data do we collect?

WPS may collect the following information about you:

- your name;

- your contact details: postal address including billing and delivery addresses, telephone numbers (including mobile numbers) and e-mail address;

- purchases and orders made by you;

- your on-line browsing activities on WPS website;

- your password(s);

- when you make a purchase or place an order with us, your payment card details although these are only held in tokenised form via a compliant third-party payment processing provider;

- your communication and marketing preferences;

- your interests, preferences, feedback and survey responses;

- your location;

- your correspondence and communications with WPS; and

- other publicly available personal data, including any which you have shared via a public platform (such as a Twitter feed or public Facebook page).

Our website is not intended for children and we do not knowingly collect data relating to children.

This list is not exhaustive and, in specific instances, we may need to collect additional data for the purposes set out in this Policy. Some of the above personal data is collected directly, for example when you set up an on-line account on our websites, or send an email to our customer services team. Other personal data is collected indirectly, for example your browsing or shopping activity. We may also collect personal data from third parties who have your consent to pass your details to us, or from publicly available sources.

How we protect your data

Our controls

WPS is committed to keeping your personal data safe and secure.

Our security measures include: -

- working with industry leading SAAS third party solutions with the highest level of compliance e.g. WIX for web hosting and Outlook for communications.

What you can do to help protect your data

WPS will never ask you to confirm any bank account or credit card details via email. If you receive an email claiming to be from WPS asking you to do so, please ignore it and do not respond.

If you are using a computing device in a public location, we recommend that you always log out and close the website browser when you complete an online session.

In addition, we recommend that you take the following security measures to enhance your online safety both in relation to WPS and more generally: ¬-

- keep your account passwords private. Remember, anybody who knows your password may access your account.

- when creating a password, use at least 8 characters. A combination of letters and numbers is best. Do not use dictionary words, your name, email address, or other personal data that can be easily obtained. We also recommend that you frequently change your password. You can do this accessing your account, clicking ‘your account’, clicking ‘your data’ and selecting ‘change password’.

- avoid using the same password for multiple online accounts.

Your rights

You have the following rights:

- the right to ask what personal data that we hold about you at any time, subject to a fee specified by law (currently £10);

- the right to ask us to update and correct any out-of-date or incorrect personal data that we hold about you free of charge; and

- (as set out above) the right to opt out of any marketing communications that we may send you.

If you wish to exercise any of the above rights, please contact us using the contact details set out below.

Legal basis for WPS processing customer personal data

General

WPS collects and uses customers’ personal data because is it necessary for:

- the pursuit of our legitimate interests (as set out below);

- the purposes of complying with our duties and exercising our rights under a contract for the sale of goods to a customer; or

- complying with our legal obligations.

In general, we only rely on consent as a legal basis for processing in relation to sending direct marketing communications to customers via email or text message.

Customers have the right to withdraw consent at any time. Where consent is the only legal basis for processing, we will cease to process data after consent is withdrawn.

Our legitimate interests

The normal legal basis for processing customer data, is that it is necessary for the legitimate interests of WPS, including:-

- selling and supplying goods and services to our customers;

- protecting customers, employees and other individuals and maintaining their safety, health and welfare;

- promoting, marketing and advertising our products and services;

- sending promotional communications which are relevant and tailored to individual customers;

- understanding our customers’ behaviour, activities, preferences, and needs;

- improving existing products and services and developing new products and services;

- complying with our legal and regulatory obligations;

- preventing, investigating and detecting crime, fraud or anti-social behaviour and prosecuting offenders, including working with law enforcement agencies;

- handling customer contacts, queries, complaints or disputes;

- managing insurance claims by customers;

- protecting WPS, its employees and customers, by taking appropriate legal action against third parties who have committed criminal acts or are in breach of legal obligations to WPS;

- effectively handling any legal claims or regulatory enforcement actions taken against WPS; and

- fulfilling our duties to our customers, colleagues, shareholders and other stakeholders.

Cookies Policy

What are cookies?

Like most websites, WPS website use cookies to collect information. Cookies are small data files which are placed on your computer or other devices (such as smart ‘phones or ‘tablets’) as you browse this website. They are used to ‘remember’ when your computer or device accesses our websites. Cookies are essential for the effective operation of our websites and to help you shop with us online. They are also used to tailor the products and services offered and advertised to you, both on our websites and elsewhere.

Information collected

Some cookies collect information about browsing and purchasing behaviour when you access this website via the same computer or device. This includes information about pages viewed, products purchased and your journey around a website. We do not use cookies to collect or record information on your name, address or other contact details. WPS can use cookies to monitor your browsing and purchasing behaviour.

How are cookies managed?

The cookies stored on your computer or other device when you access our websites are designed by:

- WPS, or on behalf of WPS, and are necessary to enable you to a make purchases on our website;

- third parties who participate with us in marketing programmes; and

- third parties who broadcast web banner advertisements on behalf of WPS.

What are cookies used for?

The main purposes for which cookies are used are: -

For technical purposes essential to effective operation of our websites, particularly in relation to on-line transactions and site navigation.
For WPS to market to you, particularly web banner advertisements and targeted updates.
To enable WPS to collect information about your browsing and shopping patterns, including to monitor the success of campaigns, competitions etc.
To enable WPS meet its contractual obligations to make payments to third parties when a product is purchased by someone who has visited our website from a site operated by those parties.

How do I disable cookies?

If you want to disable cookies you need to change your website browser settings to reject cookies. How you can do this will depend on the browser you use. Further details on how to disable cookies for the most popular browsers are set out below: -

For Microsoft Internet Explorer:

Choose the menu “tools” then “Internet Options”
Click on the “privacy” tab
Select the setting the appropriate setting

For Google Chrome:

Choose Settings> Advanced
Under "Privacy and security," click “Content settings”.
Click “Cookies”

For Safari:

Choose Preferences > Privacy
Click on “Remove all Website Data”

For Mozilla firefox:

Choose the menu “tools” then “Options”
Click on the icon “privacy”
Find the menu “cookie” and select the relevant options

For Opera 6.0 and further:

Choose the menu Files”> “Preferences”
Privacy

What happens if I disable cookies?

This depends on which cookies you disable, but in general the website may not operate properly if cookies are switched off. If you only disable third party cookies, you will not be prevented from making purchases on our sites. If you disable all cookies, you will be unable to complete a purchase on our sites.

Contact information

If you have any questions about how WPS uses your personal data that are not answered here, or if you want to exercise your rights regarding your personal data, please contact us by any of the following means:

- e-mail us at: willowspetsuppliesltd@outlook.com

You have the right to lodge a complaint with the Information Commissioner’s Office. Further information, including contact details, is available at https://ico.org.uk.

Which Cookies Do We Use?

Cookie Name

Purpose

Duration

Cookie Type

XSRF-TOKEN

Used for security reasons

Session

Essential

Used for security reasons

Session

Essential

svSession

Used in connection with user login

2 years

Essential

SSR-caching

Used to indicate the system from which the site was rendered

1 minute

Essential

_wixCIDX

Used for system monitoring/debugging

3 months

Essential

_wix_browser_sess

Used for system monitoring/debugging

session

Essential

consent-policy

Used for cookie banner parameters

12 months

Essential

smSession

Used to identify logged in site members

Session

Essential

TS*

Used for security and anti-fraud reasons

Session

Essential

bSession

Used for system effectiveness measurement

30 minutes

Essential

fedops.logger.sessionId

Used for stability/effectiveness measurement

12 months

Essential

wixLanguage

Used on multilingual websites to save user language preference

12 months

Functio