Privacy Policy
Last updated: 21/09/2026
This Privacy Policy explains how Petlópolis collects, uses, shares and protects personal information when you visit our website, place an order, contact us or otherwise use our services.
1. WHO WE ARE
Trading name: Petlópolis
Privacy contact: care@petlopolis.com
2. INFORMATION WE MAY COLLECT
Depending on how you use our website, we may process:
• identity and contact information, such as name, email, telephone number, billing and delivery address;
• order and transaction information;
• payment-related information processed through our payment providers;
• communications you send to Customer Care;
• device, browser, IP address and website usage information;
• marketing preferences and consent records;
• information generated by cookies and similar technologies, subject to the choices described in our Cookie Policy.
3. HOW WE COLLECT INFORMATION
We may collect information directly from you, automatically through the website, and from service providers or fulfilment partners where necessary to provide the service you requested.
4. WHY WE USE PERSONAL INFORMATION
We may process personal information to:
• process payments and fulfil orders;
• arrange delivery and returns;
• provide customer support;
• prevent fraud and protect the website;
• comply with legal and regulatory obligations;
• improve our services where we have an appropriate lawful basis;
• send marketing where permitted and where the required consent or other lawful condition applies.
5. LAWFUL BASES
The lawful basis depends on the activity. It may include performance of a contract, compliance with a legal obligation, legitimate interests where appropriate, or consent. Where consent is used, you can withdraw it without affecting processing that was lawful before withdrawal.
6. SERVICE PROVIDERS AND FULFILMENT
We may share only the information reasonably necessary with providers that help operate the store, process payments, host the website, prevent fraud, analyse performance, provide customer support, fulfil orders or deliver parcels.
7. INTERNATIONAL DATA TRANSFERS
Some providers or fulfilment partners may process information outside the UK. Where UK data protection law requires safeguards for a restricted transfer, we will use an applicable lawful mechanism.
8. COOKIES AND ONLINE TRACKING
We use cookies and similar technologies as described in our Cookie Policy. Non-essential technologies will be handled through the consent choices required for the technologies actually used on the website.
9. MARKETING
We will send electronic marketing only where permitted. You can unsubscribe using the link in a marketing message or by contacting us. Service communications about an order are not marketing and may still be sent where necessary.
10. RETENTION
We keep personal information only for as long as reasonably necessary for the purposes described in this policy, including legal, accounting, fraud prevention, dispute and contractual requirements.
11. YOUR RIGHTS
Depending on the circumstances and applicable UK data protection law, you may have rights relating to access, correction, deletion, restriction, objection, portability and withdrawal of consent. Rights are not absolute in every situation.
To make a request, email care@petlopolis.com. We may need to verify your identity before acting on a request.
12. COMPLAINTS
Please contact us first if you have concerns about our use of personal information. Where UK data protection law gives you the right to complain to the Information Commissioner's Office (ICO), you may also do so.
13. SECURITY
We use reasonable technical and organisational measures designed to protect personal information. No online system can be guaranteed to be 100% secure, so we do not make an absolute security guarantee.
14. CHILDREN
Our store is not intended to collect personal information directly from children for the purpose of making purchases.
15. CHANGES
We may update this Privacy Policy when our practices, providers or legal obligations change. The current version and its last-updated date will be published on this page.
16. CONTACT
Privacy enquiries: care@petlopolis.com