Privacy Policy

Privacy Policy

This policy explains how information about you is collected and used. The website and our internal systems are run by Petface Ltd and other IT support systems: Aspin Management Systems Ltd and APH Computers Ltd. We take your privacy very seriously and we promise to be as transparent as we possibly can when using your personal information. We ask that you read this privacy policy carefully as it contains important information on:
– Personal information we collect about you in relation to your business/ our business
– What we do with your information
– Who your information is shared with (if necessary)

Who are Petface?

Petface Ltd (We, us, the team) are the data controller for the purposes of the Data Protection Act 1998. This means we are responsible and have the control of processing your personal information. In extension to how we operate as a business we have two IT companies; Aspin Management Systems Ltd and APH Computers Ltd. These businesses do not have direct access to your information but may on occasion will process information related to your business for internal purposes only. The team responsible for how we handle personal information is our finance department

Information provided by yourself or your business

We collect personal information about you (such as your name, postal address of the business, email address’, phone numbers, and payment details) when you sign up to participate in or receive a service from us, such as getting a quote, make a telephone enquiry, when you manage your business’ account online or through our accounts team, or face to face if you come to our site or we come to your site to sign an agreement. We may also collect personal information when you contact us, send us feedback, complete customer surveys and participate in any competitions. Our website and social media services also uses cookies and collects IP addresses (which means a number that can uniquely identify a specific computer or other device on the internet).

Personal Information about other Individuals that you provide

If you give us information on behalf of someone else, you confirm that the other person has appointed you to act on his/her behalf and has agreed that you can:
– Give consent on his/her behalf to the processing of his/her personal data.
– Receive on his/her behalf any data protection policy’s.
– Give consent to the transfer of his/her personal data to other internal systems and other IT companies stated above.

How do we collect information?

We gather information directly from you and via our websites and mobile applications or ‘Apps’ and other technical systems.

We may monitor and record communications with you (such as telephone conversations and emails).  We may do this for several reasons, such as to check the quality of our customer service, for training purposes, to prevent fraud or to make sure we are complying with legal requirements.

Use of cookies

A cookie is a small text file which is placed onto your computer (or other electronic device such as a mobile telephone or tablet) when you use our website. We use cookies on our website and may also use other similar tracking technologies such as web beacons, action tags, Local Shared Objects (‘Flash cookies’) or single-pixel gifs on our website. We do this to find out things such as the number of visitors to the various parts of the site. This information is only processed in a way which does not identify you individually. We use analysis software to look at IP addresses and cookies to improve your experience as a user of our website. We do not use this information to develop a personal profile of you. If we do collect personally identifiable information, we will be up front about this. We will make it clear when we collect personal information and will explain what we intend to do with it.

You can set your browser not to accept cookies and the websites below tell you how to remove cookies from your browser. However, some of our website features may not function as a result.

For further information on cookies generally visit or

How will we use the information about you?

So that we can take steps to enter into a contract with you and provide services to you once that contract is in place, we collect personal information to:
– Manage any accounts you hold with us
– Contact you for reasons related to the service you have signed up for or to provide information you have requested
– Deal with payments for our services (Including: resolve disputes or collect overdue payments) in relation to your business
– Notify you of any changes to our website or to our services that may affect you

So that we can make sure we give a high-quality service, we collect personal information to:

– Conduct research and analyse website visitor behaviour patterns
– Customise our website and its content to your particular preferences
– Provide information that has been requested by you
– Detect and prevent fraud
– Prevent offensive, inappropriate or objectionable content being sent to or posted on our sites or to stop any other form of disruptive behaviour
– Promote competitions and offers through various marketing campaigns
– Promote current or new products and/or services If you agree, we will contact you to let you know about other products or services that may be of interest to you. This has been outlined in ‘Marketing Management’ below.

If we propose to use your information for any other uses, we will ensure that we notify you first. If we need your consent to use your information for these other purposes, we will give you the opportunity to opt in or to refuse.  If you opt in, you will be able to opt out at any time.

Marketing Management

We would like to send you information by post, email, telephone and through social media services about products and services, competitions surveys and special offers which may be of interest to you.

We will ask whether you would like us to send you marketing messages by asking you to tick the relevant boxes when you complete our preferences on Mail Chimp, social services, online enquiry’s come to our facility to sign an agreement or provide us with your contact details through another means. Please note that even after giving consent you are able to opt out whenever you like. Simply request to stop receiving our content by emailing, calling or writing in (Please see “Contact Us” for more information), or “unsubscribe” at the bottom of our mailing campaigns.

Who your information might be shared with

We may disclose your personal data to:

Our IT companies;
– Service providers under contract with us to support our business operations, such as fraud prevention, debt collection, technology services and credit reference agents
– Our insurers and insurance brokers if you take out insurance cover through us;
– Law enforcement or government agencies in connection with any investigation to help prevent or detect unlawful activity;
– Any person or agency if we need to share that information to comply with the law or to enforce any agreement we may have with you or to protect the health and safety of any person
– Any person who you have named as a person we can contact to discuss your account
– Any person who is your agent or representative, such as the holder of a power of attorney, a legal guardian or person administering a will;
– Any person who we are negotiating with as a potential buyer of our business or property or if we are proposing to merge our business with another business;
– Credit card associations if specifically required

Keeping your data secure

We will use technical and organisational measures to safeguard your personal data, for example:

Access to your account is controlled by a password and user name that are unique to you.

we store your personal data on secure servers; and payment details are encrypted on the secure server.

We have strict security and confidentiality procedures covering the storage and disclosure of your information in order to keep it safe and to prevent unauthorised access.  We only allow certain authorised employees to have access to your personal information who need to use it to fulfil their job responsibilities. These employees are trained in the proper handling of customer information.  Employees who do not comply with our internal rules are subject to our usual disciplinary procedures.

While we will use all reasonable efforts to keep your personal data safe, you acknowledge that the use of the internet is not entirely secure and for this reason we cannot guarantee the security or integrity of any personal data that is transferred from you or to you via the internet. If you have any particular concerns about your information, please contact us.

Notice of Breach of Security

If a security breach causes an unauthorised intrusion into our system that materially affects you or people in your business, then Petface will notify you as soon as possible and later report the action we took in response to resolve the situation.

What can I do to keep my information safe?

If you want detailed information from Get Safe Online on how to protect your information and your computers and devices against fraud, identity theft, viruses and many other online problems, please visit Get Safe Online is supported by HM Government and leading businesses.

We may need to transfer your personal data to countries which are located outside the European Economic Area. Rest assured that we will always ensure any transfer is subject to appropriate security measures to safeguard your personal data.

How long do we keep your personal information?

We will hold your personal information on our system for as long as is necessary for the service you have requested or for the length of time set out in any contract between us, unless you have told us you want us to remove us from the system (see section “Removing your information” below).

What rights do you have?

Right to request a copy of your information You can request a copy of your information which we hold (this is known as a subject access request). If you would like a copy of some or all of it, please:
– Email, call or write to us – please see ‘Contact Us’
– Proof of the company you are from
– Let us know the information you want a copy of, including any account or reference numbers, if you have them
– We will not charge any fee for this service in most cases.
– Right to correct any mistakes in your information

You can require us to correct any mistakes in your information which we hold free of charge. If you would like to do this, please:
– Email, call or write to us – please see ‘Contact Us’
– Let us have enough information to identify you (e.g. account number, user name, registration details)
– Let us know what information is incorrect and what it should be replaced with
– Right to ask us to stop contacting you with direct marketing You can ask us to stop contacting you for direct marketing purposes. If you would like to do this, please:

Email, call or write to us – please see ‘Contact Us’.
You can also click on the ‘unsubscribe’ button at the bottom of any email newsletter we may send you.

Removing your information

You can ask us to delete the data we hold about you in certain circumstance. You can do this if it is no longer necessary for us to hold the data for the purpose it was collected (for example if you are no longer a customer), or if we are using it without your consent or you have to ask us to delete it to comply with any of your legal obligations.  You can also do this if you originally gave your consent to us using your information and you want to change your mind, If you would like to do this, please:

– Email, call or write to us – please see ‘Contact Us’
– Let us know why you would like us to delete your data from our systems.

We will take steps to make sure the information is deleted from our systems and by any people who are processing your information for us unless we have to carry on using the information for legal reasons.

Contact Us

Please contact us if you have any questions about this privacy policy or the information we hold about you.

If you wish to contact us, please use the following links;
Post: Unit 2-3, ARC Progress, Mill Lane, Stotfold, Bedfordshire, SG5 4NY
Call: 01462 832 000

Changes to the privacy policy

We may change this privacy policy from time to time. You should check this policy occasionally to ensure you are aware of the most recent version that will apply each time you access our website.