Privacy Policy

Last updated: 1 November 2026
 

1. Who is responsible for your information?

PUPPIES TO PAWPRINTS LTD, trading as Puppies to Pawprints, is the controller for personal information used to operate our website and customer relationships.

Company number: 17497957.

Registered office: 26 Gorsey Bank, Stoke-on-Trent, United Kingdom, ST6 8AR.

Privacy enquiries: support@puppiestopawprints.com or info@puppiestopawprints.com.

2. Information we process

Depending on the features you use, we and our service providers process:

• Names, contact details, billing and delivery addresses.

• Orders, purchases, returns, payment status and transaction references.

• Account details and optional profile information, such as birthdays, profile pictures, banners and photographs.

• Reviews, ratings, uploaded media and community posts.

• Messages, form submissions, support correspondence and AI-chat conversations.

• Rewards/referral activity where you use those features.

• IP addresses, device/browser information, identifiers, website activity and security information.

Some information is supplied directly by you. We also receive information from Wix, payment providers, fulfilment services, suppliers and carriers about payments, orders and delivery.

Information needed to process an order is required for that purpose. Optional profile information and newsletter participation are not required to purchase.

3. Why we use it and our lawful bases

We use order and delivery information to fulfil purchases, provide requested account services and manage returns. The lawful basis is performance of a contract or steps taken at your request before entering one.

We keep necessary accounting and tax records to meet legal obligations.

We handle enquiries, administer forms, protect the website, prevent fraud, moderate community features and manage disputes for our legitimate interests in operating and protecting the business, where these are not overridden by your rights. Contract or legal-obligation grounds apply where appropriate.

Newsletters and promotional emails rely on consent unless all conditions of an applicable existing-customer marketing exception are met. Advertising tracking relies on consent where required.

We use form submissions for their stated purpose and necessary related administration. Submitting a form or creating an account does not itself subscribe you to marketing.

4. Payments and fulfilment

Your selected payment provider processes your checkout payment. Providers may process payment credentials, billing details, transaction information and fraud-prevention data under their service arrangements and privacy notices.

We may receive payment status, transaction references and limited payment-method details. We do not provide customers' card details to product suppliers. We purchase supplier products separately using our business payment card.

Modalyst, TeemDrop, relevant suppliers, warehouses and carriers receive the information needed to fulfil and support orders, including necessary purchase, contact and delivery details.

5. Staff access and service providers

Authorised staff can access customer information needed for their duties. Website hosting and connected services also process information; keeping information private from the public does not mean it is processed only by our staff.

Our services include Wix for the website and related features, WiserReviews/WiserReview for reviews, Usercentrics for consent management, fulfilment services and the payment providers available at checkout. Advertising, analytics, email, AI-chat and embedded-content services may also process information needed for their functions.

Messages sent to our support and info addresses route to our Gmail inbox.

We may disclose relevant information to professional advisers, authorities or other parties where required by law or necessary to establish or defend legal claims.

6. Public reviews, profiles and Groups

Information you choose to publish in reviews, public profiles and community areas may be visible to other visitors. Avoid posting private addresses, payment details, children's private information or information about others without permission.

Reviews are collected and displayed through our review provider. Provider features may make reviews available beyond an individual page. Contact us for help with a review or privacy request.

7. AI chat

Our chat uses AI to provide automated assistance. Chat services process your messages and associated contact or technical information needed to operate the feature.

Authorised staff may review conversations to assist customers, improve support, investigate legal concerns and address safety issues. Do not submit card details, passwords or unnecessary sensitive information. You can contact staff by email instead.

AI responses can be inaccurate. Contact us for human assistance with an order or policy question.

8. Emails and marketing choices

We send necessary order, delivery, account and service communications.

Our retention sequence may contain up to two promotional follow-ups, and our abandoned-basket sequence may contain up to two reminders. These messages require consent or a valid applicable marketing exception; the number of messages does not remove that requirement.

Newsletter participation is optional. You can unsubscribe using the link in a marketing email or by contacting us. An opt-out applies to marketing and does not prevent necessary communications about an existing order or service.

We do not currently send SMS or WhatsApp marketing.

9. Cookies and similar technologies

Cookies and similar technologies support functions such as security, login, baskets and preferences. Analytics and advertising technologies can collect information about website activity, devices and identifiers.

Our consent banner is provided by Usercentrics. You can use its controls to accept or deny optional technologies and reopen Privacy Settings to manage your choices.

Strictly necessary technologies may operate without consent. Advertising technologies require consent; other exceptions apply only where their legal conditions are met. Browser settings provide additional controls but do not replace website consent choices.

10. International processing

Our suppliers include businesses in China, Germany and the UK. Our hosting, payment, review and other providers may process information in additional countries.

Where UK data-protection transfer rules apply, an appropriate transfer mechanism must cover the transfer. Contact us for information about the countries, recipients and safeguards relevant to your information.

11. How long information is kept

We retain personal information according to its purpose, applicable legal requirements and any unresolved dispute or legal claim.

Necessary company accounting records are generally kept for six years from the end of the financial year they relate to, or longer where a specific legal requirement applies.

Account information is needed while providing the account and dealing with related issues. Support and form information is needed to answer the enquiry and address relevant follow-up or disputes. Chat, technical and analytics information must be limited to what is necessary for the relevant support, security or measurement purpose.

Marketing information is needed while the applicable permission remains valid. After an opt-out, we may keep a minimal suppression record to avoid contacting you again and necessary evidence of your previous choices.

Public content may remain while published and relevant to the feature. Requests to remove it are assessed under applicable rights and any continuing legal need.

Closing an account does not automatically erase invoices, unresolved claims or other records we must lawfully keep. Providers may retain information under their own applicable legal obligations.

12. Your rights

Depending on the circumstances, you may request access, correction, erasure, restriction or portability of your personal information. You may withdraw consent without affecting earlier lawful processing.

You can object to direct marketing at any time. You may also object to processing based on legitimate interests, subject to applicable conditions.

You can update information available in your account profile or contact us for assistance. We may make proportionate identity checks before disclosing or changing information.

We respond without undue delay and within the applicable legal period, normally one month for UK GDPR rights requests, subject to lawful extensions or pauses.

You may complain to the Information Commissioner's Office at https://ico.org.uk/make-a-complaint/ or another competent regulator where applicable.

13. Children and family use

Our dog information is intended to be family-friendly and may be read by children with appropriate adult support. That does not mean every product or account/community feature is suitable for unsupervised use.

A parent or guardian should manage purchases where a young person cannot enter a binding contract. Contact us about a child's information or to request help exercising their rights.

14. Security and updates

No website, payment system or transmission method can be guaranteed completely secure. Do not send passwords, full card details or security codes through ordinary email, forms or chat.

External websites have their own privacy practices. We will update this policy when our processing changes. Continued browsing does not itself provide new consent.