Privacy policy

Last updated: October 2026

This policy explains what personal information The Pet Promise collects when you visit our website or buy from us, how we use it, and the rights you have under UK data protection law (the UK GDPR and the Data Protection Act 2018).

Who we are

The Pet Promise is the controller of your personal information. You can contact us at admin@thepetpromise.co.uk or by post at The Pet Promise, 4 Smith Street, Kinross, KY13 8DD.

What we collect

Order details – your name, delivery and billing address, email address, phone number (if you give it) and what you've ordered.
Payment details – payments are handled securely by our payment providers. We never see or store your full card number.
Account details – if you create an account, your login details and order history.
Messages – anything you send us by email or through our contact form.
Newsletter – your email address, if you sign up.
Browsing information – your device, browser, IP address and how you use our site, collected through cookies. See our Cookie information page.

How we use it, and why

To process and deliver your order and handle returns – because we need to, to fulfil our contract with you.
To answer your questions and provide customer service – our legitimate interest in looking after our customers.
To prevent fraud and keep our site secure – our legitimate interest, and sometimes a legal obligation.
To keep records for tax and accounting – a legal obligation.
To send you offers and news – only if you've agreed. You can unsubscribe at any time using the link in every email.
To understand how our site is used and improve it – with your consent where non-essential cookies are involved.

Who we share it with

We never sell your personal information. We only share it with businesses that help us run the shop, and only what they need:

Shopify, which hosts our online store and processes orders;
payment providers, to take payment and prevent fraud;
our UK warehouse and fulfilment partner and delivery couriers, who need your name, address and contact details to send your order;
email and IT service providers, for example to send order confirmations or our newsletter;
professional advisers such as accountants, and authorities such as HMRC where the law requires it.

Transfers outside the UK

Some of our service providers, including Shopify, may process information outside the UK. Where they do, the transfer is protected by safeguards approved under UK law, such as adequacy regulations or standard contractual clauses.

How long we keep it

Order and payment records: 6 years, as required for tax purposes.
Account details: until you ask us to close your account.
Newsletter: until you unsubscribe.
Customer service messages: up to 2 years after we last hear from you.

Your rights

You have the right to:

ask for a copy of the information we hold about you;
ask us to correct anything that's wrong;
ask us to delete your information (unless we need to keep it, for example for tax records);
object to, or ask us to restrict, how we use it;
ask for your information in a portable format;
withdraw your consent at any time, for example to marketing emails.

To use any of these rights, email admin@thepetpromise.co.uk. We'll respond within one month.

If you're unhappy with how we've handled your information, please tell us first so we can put it right. You also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk or on 0303 123 1113.