Privacy policy

This Privacy Policy explains what personal data we collect, why we collect it, how we use it, and the choices you have – including how to access, correct or update your information.

1. Information We Collect

We collect personal information about you when you:

  • Visit or use our website
  • Place an order
  • Contact us by phone, email, social media or other channels

The information we may collect includes:

  • Contact details – name, billing and delivery address, email address, phone number and other similar information.
  • Identity details – date of birth (where provided or required).
  • Transaction details – products purchased, prices paid, order dates, payment method and payment‑related details (processed via secure third‑party providers).

We may also collect information about how you use our website (such as pages viewed and interaction with content) through cookies and similar technologies (see “Website Cookies” below).

2. How We Use Your Personal Information

We only use your personal data when we have a lawful basis to do so, for the following purposes:

a) Contractual Necessity

When it is necessary to enter into or perform a contract with you, we use your information to:

  • Process and fulfil your orders
  • Take payment and process refunds
  • Provide customer service and support relating to your purchases

b) With Your Consent

Where you have clearly given your consent (for example by ticking a box), we may use your information to:

  • Send you marketing emails about our products, offers, competitions or events
  • Contact you about surveys or feedback relating to your experience

You can withdraw your consent at any time (see “Opting Out of Direct Marketing” below).

c) Legitimate Interests

We may process your personal data where it is necessary for our legitimate business interests and where your rights and freedoms do not override those interests. This may include:

  • Managing and improving our website and services
  • Understanding how customers use our products and site
  • Protecting our business against fraud and misuse
  • Responding to general enquiries and providing customer support

d) Legal Obligations

We also use your personal information where we are required to do so by law, including to:

  • Verify your identity when you contact us
  • Check and maintain the accuracy of data we hold about you
  • Assist HMRC, the police or other regulatory/public authorities with investigations where we are legally obliged to share information

3. Who We Share Your Information With

Within Our Business

Personal data may be shared within our company for the purposes set out in this policy. It will not be disclosed to others except as described here.

Service Providers and Partners

We work with carefully selected third‑party service providers who process personal data on our behalf, for example:

  • Payment processors and banks
  • IT and website hosting providers
  • Delivery and logistics partners
  • Marketing and analytics providers (where applicable)

These partners only receive the information they need to perform their services and must meet our standards on data protection and security. They are not allowed to use your data for their own independent purposes.

We do not sell your personal data to third parties.

4. How Long We Keep Your Personal Information

We keep your personal information only for as long as is necessary for the purposes for which it was collected, including to meet any legal, accounting or reporting requirements.

The exact retention period depends on:

  • The type, amount and sensitivity of the data
  • The potential risk of harm from unauthorised use or disclosure
  • The purposes for which we process it and whether those purposes can be achieved by other means
  • Applicable legal and regulatory requirements

We regularly review our retention periods to ensure we do not keep personal data longer than needed. Specific retention details for different categories of data are available on request.

We do not retain personal information in an identifiable form for longer than is necessary.

5. Your Rights

Access and Correction

You have the right to:

  • Ask for a copy of the personal data we hold about you
  • Request that any inaccurate or incomplete information we hold is corrected or updated

Restriction, Deletion and Objection

In certain circumstances, you also have the right to:

  • Object to our processing of your personal data where we rely on legitimate interests
  • Ask us to delete your data if we no longer need it or if we have used it unlawfully
  • Request that we restrict the use of your data if:
    • You believe it is inaccurate
    • It has been used unlawfully but you do not want it deleted
    • We no longer need it, but you require it for legal claims
    • You have objected to our use of your data and we are considering whether our legitimate grounds override your rights

Where you object to processing based on our legitimate interests, we will either stop processing your data for those purposes or explain why we believe we have compelling legitimate reasons to continue.

Please note: we may be legally required to retain certain information even when you request deletion.

Before we can respond to any request relating to your personal data, we may ask you to provide additional details and proof of identity and/or address to help us protect your information.

6. Opting Out of Direct Marketing

If you have given consent to receive marketing communications, you can change your mind at any time. We will then stop sending you further marketing messages of that type.

You can opt out by:

  • Clicking the “unsubscribe” link in any marketing email we send, or
  • Contacting us directly using the details in the “Contact Us” section below

Please allow up to 30 days for your preferences to be fully updated across all systems.

You will still receive service‑related messages (such as order confirmations or updates) even if you opt out of marketing.

7. Third‑Party Websites

Our website may contain links to websites operated by other organisations that we do not control. This Privacy Policy does not cover those external sites.
If you access other websites via links from our site, we encourage you to read their own privacy notices or policies.

8. Website Cookies

We use cookies and similar technologies to collect information while you browse our website. Cookies are small data files placed on your computer or device that help us:

  • Remember you and your preferences as you move through the site
  • Support essential site functions, including ordering and secure checkout
  • Improve site performance and navigation
  • Tailor products, services and advertising that may be of interest to you

Some cookies collect information about your browsing and purchasing behaviour on our site, such as:

  • Pages viewed
  • Items added to your basket
  • Products purchased
  • Your journey through the website

We do not use cookies to directly store your name, postal address or other obvious contact details.

The main purposes for which we use cookies are:

  • Essential / technical use – to ensure the website and online checkout work properly.
  • Analytics and performance – to understand how our site is used and to improve your experience.
  • Marketing and personalisation – to show relevant offers or adverts (on our website or elsewhere), depending on your cookie choices.

You can usually manage or disable cookies through your browser settings. The impact of disabling cookies depends on which ones you switch off, but:

  • If you disable only third‑party cookies, you should still be able to browse and purchase on our website.
  • If you disable all cookies, key parts of the site (including the ability to place orders) may not function correctly.

For more details, please see our separate Cookies Policy (if available) or contact us.

9. Contact Us

If you have any questions, concerns or complaints about this Privacy Policy or how your personal information is handled, you can contact us at:

Email: Info@petskylos.co.uk

We will do our best to respond promptly and to resolve any issues.

10. Changes to This Policy

We may update this Privacy Policy from time to time. Any changes will be posted on this page and, where appropriate, we may also notify you by email or via our website.

Please check this page regularly to stay informed about how we collect, use and protect your personal data.