Store Policy

This privacy policy is effective from website launch on Insert date. You can find our historic Privacy Policy here.

Introduction

This privacy policy details the types of personal data that Tail Mates Ltd may collect about you when you interact with us. It will also outline how we store and handle the data ensuring it is kept secure. It also explains how third-party companies that help run our website use this information. You should also read the separate Terms and Conditions of Sale.

Tail Mates Pet Supplies Shop and Café

Tail Mates Ltd believes it’s important that you know how we treat the information about you that we may receive from this website.

Should you have any questions relating to your data or the privacy policy below you can get in contact by email jayne@tailmates.co.uk, or by writing to Jayne Davies at 21 Church Street, Frodsham, WA66PN

The Legal Basis

The law on data protection sets out several different reasons for which a company may collect and process your personal data.

In specific situations, we can collect and process your data with your consent. As an example, when you join our “Tail Mates Pack”, or you order a special item by phone.

When we collect your personal data, we will only request data that is necessary. For example, for any local home drop off we will need to collect your address details to deliver your items or your contact number to provide any updates.

If required to do so by law, we may need to collect and process your data. For example, we can provide details of people involved with fraud or other criminal activity affecting Tail Mates Ltd to the police.

There are situations where we require your data to pursue our legitimate interests in a way which might reasonably be expected as part of running our business but does not materially affect your rights or interests. For example, in joining Tail Mates Pack, we may use your purchase history to send you personalised offers. We can also combine the history of many of our shoppers to keep up with demand or create new products or services.

We might also use your email address details to let you know about products, offers or services we think might interest you.

When we collect your personal data?

When you buy products and services or redeem vouchers from Tail Mates on the phone or in the shop.
When you join Tail Mates Pack, our loyalty scheme.
When you engage with us on social media.

When you contact us by any means with queries, complaints etc.
When you ask one of our staff to email you information about a product or service.
When you enter prize draws or competitions.
When you book any kind of appointment with us or book to attend a shop event.
When you choose to complete any surveys we send you.
When you comment on or review our products and services.
Any individual may access personal data related to them, including opinions. So, if your comment or review includes information about the Tail Mates staff member who provided that service, it may be passed on to them if requested.
When you use our shop which has CCTV systems operated for the security of both customers and Tail Mates staff members. These systems may record your image during your visit.

How we use your personal data and why

We use your data to:

Process any orders that you make using in our store or ordering by phone. Without collecting personal data during the checkout process we won’t be able to complete your order and comply with our legal obligations.
To respond to queries, a refund request or complaints. Processing the information, you sent allows us to respond. We may also keep a record of these to inform any future communication with us and how we communicated without throughout. This is done based on our contractual obligations to you, these legal obligations and out legitimate interests in providing you with the best service and understanding how we can improve our service based on your experience.
To protect our business and your account from fraud and other illegal activities. This includes using personal data to maintain, update and safeguard your account.
To protect our customers, premises, assets and Tail Mates staff members from crime we use CCTV systems in our shop and cafe which record images for security. This is done on the basis of our legitimate business interests.
If we discover any criminal activity or alleged criminal activity through our CCTV, fraud monitoring and suspicious transaction monitoring, we will process this data for the purposes of preventing or detecting unlawful acts. Our aim is to protect the individuals we interact with from criminal activities.
To process payments and to prevent fraudulent transactions. We do this on the basis of legitimate business interests. This also helps to protect our customers from fraud. With your consent, we will use your personal data, preferences and details of your transactions to keep you informed by email, about relevant products and services including tailor made special offers, discounts, promotions, events and competitions.
To send communications required by law or which are necessary to inform you about changes to the services we provide. For example, updates to this privacy policy, product recall notices and legally required information relating to your orders. These types of message will not provide any promotional information and don’t require prior consent when sent by email of text. We would not be able to comply with our legal obligations if we did not use your personal data in these circumstances.
We will use data we hold about you to display content we think you will find most interesting on our website.
To administer any prize draws for competitions you might have entered, giving your consent at the time.
In order to comply with contractual or legal obligations to share with the police.
To send you survey and feedback requests to help us improve our services. These messages will not include any promotional content and do not require prior consent when sent by email or text.
To process an bookings.

How we Protect Your Data?

Tail Mates Ltd respects the privacy of its customers and is committed to complying with all laws relating to the protection of personal data. All of the personal information that we collect will be stored on secure servers, and treated as completely confidential.

To prevent unauthorised access to your data, we follow the appropriate security procedures in the storage and disclosure of personal information which you have given to us.

We only accept transactions in store or by phone. Payment card details are processed through our merchant service providers, where your credit card information is encrypted so that it remains protected and private as it is processed through the internet.

How Long Will We Keep Your Personal Data?

Unless we advise otherwise, we will hold your personal information based on the following criteria:

A reasonable business need exists such as managing our relationship with you, managing our operations, and performing analysis and auditory tasks.
We continue to provide purchased goods or services to you such as our loyalty program unless we are instructed otherwise.
Our data retention periods are in line with legal and regulatory requirements/guidance.

Who Do We Share Your Personal Data With

Tail Mates will only share your personal data with essential trusted third parties such as IT companies who support our website and other business systems and data companies which help us make sure your details are up to date and accurate. We never share your information with marketing companies.

We apply a policy to the organisations we share your data with to keep it safe and protect your privacy.
We only provide information they need to perform their tasks or specific services.
They may only use your data for the exact purposes we specify in our contract with them.
We work closely with them to ensure that your policy is respected and protected at all times.
If we stop using their services, any of your data held by them will either be deleted or rendered anonymous