Contents
1. Who We Are
PawPremium ("we", "us", "our") is an online retailer of natural pet wellness products, operating in the United Kingdom. We are the data controller for the personal information you provide when using our website at pawpremium-store.vercel.app.
For any privacy-related queries, contact us at: privacy@pawpremium.co.uk
2. What Data We Collect
We collect only the data necessary to provide our services. This includes:
When you place an order
- Full name and delivery address
- Email address
- Phone number (optional, for delivery updates)
- Payment information — processed securely by Stripe. We never see or store your full card details.
- Order history and preferences
When you contact us or use live chat
- Name and email address
- Content of your messages
- Chat transcripts (via Tawk.to)
When you browse our website
- IP address and approximate location
- Browser type and device information
- Pages visited and time spent (via cookies and analytics tools)
When you sign up for our newsletter
- Email address
- Marketing preferences
3. Why We Collect It
| Purpose | Data Used |
|---|---|
| Processing and fulfilling your order | Name, address, email, payment info |
| Sending order confirmations and shipping updates | Email, phone (optional) |
| Providing customer support via email or live chat | Name, email, chat history |
| Sending marketing emails (only if you opt in) | Email address |
| Improving our website and understanding usage | Analytics data, cookies |
| Preventing fraud and ensuring security | IP address, payment data |
| Complying with legal obligations (e.g. tax records) | Order and billing data |
4. Legal Basis for Processing
Under UK GDPR, we process your data on the following legal bases:
- Contract performance — to fulfil your orders and provide our services
- Legitimate interests — to improve our website, prevent fraud, and communicate about your orders
- Consent — to send marketing emails (you can withdraw consent at any time)
- Legal obligation — to comply with tax, accounting, and consumer protection laws
5. Who We Share Data With
We do not sell your personal data. We share data only with trusted third parties necessary to run our business:
| Third Party | Purpose | Location |
|---|---|---|
| Stripe | Secure payment processing | UK/EU/US (SCCs in place) |
| PayPal | Alternative payment processing | UK/EU/US (SCCs in place) |
| Tawk.to | Live chat and customer support | US (SCCs in place) |
| AutoDS / Supplier | Order fulfilment and shipping | UK/EU |
| Klaviyo | Email marketing (if opted in) | US (SCCs in place) |
| Vercel | Website hosting | US/EU (SCCs in place) |
| Google Analytics | Website analytics | US (SCCs in place) |
Where data is transferred outside the UK, we ensure adequate protections are in place via Standard Contractual Clauses (SCCs) or equivalent mechanisms.
6. How Long We Keep Your Data
- Order records — 7 years (required by HMRC for tax purposes)
- Customer accounts — For the lifetime of your account, plus 2 years after last activity
- Marketing data — Until you unsubscribe or withdraw consent
- Live chat transcripts — 12 months
- Analytics data — 26 months (Google Analytics default)
7. Your Rights Under UK GDPR
You have the following rights regarding your personal data:
To exercise any of these rights, email us at privacy@pawpremium.co.uk. We will respond within 30 days. There is no charge for making a request.
8. Cookies
Our website uses cookies — small text files stored on your device — to make the site work and to understand how it is used.
| Cookie Type | Purpose | Duration |
|---|---|---|
| Essential | Shopping cart, session management — required for the site to function | Session |
| Analytics | Google Analytics — helps us understand how visitors use the site | Up to 26 months |
| Live Chat | Tawk.to — remembers your chat session and preferences | Session / 6 months |
| Marketing | Used to measure ad campaign performance (if you came via an ad) | Up to 90 days |
You can control cookies through your browser settings. Disabling cookies may affect some functionality of the site. We will add a cookie consent banner before using any non-essential cookies.
9. Contact & Complaints
If you have any questions about this Privacy Policy or how we handle your data, please contact us:
- Email: privacy@pawpremium.co.uk
- Live Chat: Available on our website
If you are not satisfied with our response, you have the right to lodge a complaint with the UK's data protection regulator:
- Information Commissioner's Office (ICO)
- Website: ico.org.uk
- Phone: 0303 123 1113
This Privacy Policy is governed by the laws of England and Wales and complies with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.