Customer Services > Privacy Policy

Privacy Policy

Vetsend.co.uk is the website of Onlinepets B.V. (referred to as Onlinepets). Our business address (and also postal address) is Emmerblok 1, 4751 XE Oud Gastel, The Netherlands. The registration number at the Dutch Chamber of Commerce is 50209981. The VAT number is NL822611570B01.

We store your personal data when you visit www.vetsend.co.uk. We also collect your data from third parties we work with, such as Amazon.co.uk

We handle your personal data very carefully. You can read everything about which personal data we store, your rights in regards to the storage of your data and how we handle your data in this Privacy Policy. If you have any further questions regarding this, please contact us. Our contact details are at the bottom of this Privacy Policy.

Personal data

Personal data is processed via our online store: www.vetsend.co.uk. Personal data is data that can be used to identify a person. We store your data so we can correctly process your order. Your privacy is very important to us. Personal data is therefore carefully processed and secured by us. In our processing, we comply with the requirements of privacy legislation. Personal data will not be passed on to other organisations for commercial purposes.

Creating log files

When you only visit our website for informational purposes (and if you do not register or provide us with information), our system will only collect your data if you visit our website through an affiliate link. The following information is then collected in our log database:

  • IP address and internet provider from the user

This database contains IP addresses or other data that could lead to the identification of a user. This is possible when the data is combined with other data, such as order information.

Purpose and legal basis for the data processing

We store data in our log files to ensure our website’s functionality. The data is also used to optimise the website and to ensure that our information technology systems stay secure. We don’t evaluate this data for marketing purposes. This processing is necessary for the purposes of the legitimate interests pursued by Onlinepets referred to Article 6(1)(f) in the GDPR.

Duration of storage

We store information in our database for 7 years. After 7 years, this information is deleted.

Possibility to protest and the removal of data

We need to collect and store data to keep our website functioning properly. This is a legitimate reason referred to Article 6(1)(f) in the GDPR. Therefore, you do not have the right to object.

Use of our online webshop

When you order something in our online shop, you are obliged to enter an agreement in which you provide us with your data. We need this data to process your order. This agreement also includes allowing us to pass your data to payment service providers, such as our bank.

Mandatory data required for the processing of contracts are marked separately, other data are voluntary. The legal basis for this is Article 6 (1) (a) of the GDPR.

You can voluntarily create a customer account in which we can store your data for later purchases. When you create an account under "My account", the data you provide will be stored revocably. Your orders are automatically saved in your customer account. If you want to delete your customer account, please send us an email to: customer-service@vetsend.co.uk. Onlinepets will permanently and completely delete your customer account unless Onlinepets' legitimate interests or legal storage obligations prevent this.

We may also use the information you provide to inform you about other interesting products in our assortment or to send you technical information via e-mail. We are legally obliged to store your address, payment and order details for ten years. However, after 2 years we will restrict the data processing. Your data will then only be used to comply with our legal obligations. To prevent third parties from unauthorised access to your data (especially financial data), we encrypt your order process with TLS technology.

Legal basis for processing personal information

We collect personal information from you based on the principles of the GDPR. This is when (1) we need the personal information to perform a contract with you / process your order, (2) because it is necessary for the protection of our legitimate interests or those of a third party (3) we have your consent to do so or (4) it is necessary for the compliance of a legal obligation, such as legal, tax or accounting requirements.

The personal data that is being processed by Onlinepets is only used for the following purposes:

  • To get in contact with you;
  • To inform you about new products and/or promotions from Onlinepets (These can be adjusted to interest areas indicated by you);
  • To analyse and improve the services of Onlinepets;
  • To carry out market research to improve Onlinepets;
  • To perform a contract with you.

We only process your data in any other way if you have given Onlinpets unambiguous permission to do so. This could be when you ask Onlinpets a question via email, and Onlinepets need to process your data in order to answer this question.

Order processing

We use your personal information to correctly process your order. We are allowed to pass your information to our delivery service in order for them to deliver your parcel. We also receive information from your bank or credit card company. We use your email, telephone number, invoice address, name, address, hometown, and gender for this. This is the information we need to enter a contract with you.

Third parties

We sometimes share your personal information with third parties, such as the service providers we work with. These can be:

  • Delivery services (like Hermes);
  • Payment processors (like Buckaroo and AfterPay);[/i]
  • Review companies (like Trustpilot);
  • ICT companies (like hosting providers);

There are also other companies that obtain personal data through cookies. These are companies like Google Analytics, Sovendus, Facebook, Instagram, Pinterest, VWO-Wingify and Jotjas. Sometimes, we share your data with third parties located outside the EEA. If this is the case, we have put in place appropriate safeguards to ensure that personal data can be transferred lawfully and securely.

We ensure that the appropriate measures are taken when we transfer your data to third parties. For example, we will enter into a Data Processing Agreement when necessary. This agreement sets out restrictions and obligations in regards to the security and use of your personal data.

Data retention period

We don’t store your data for longer than is necessary for the purposes for which the data was collected and processed. We only store your data longer if we are legally obliged to do so, or if this is necessary to defend our interest in court (this could be in the event of a dispute).

Down below you’ll find an overview of which personal data we can collect, followed by the retention period of this data.

Retention of personal data
Details to create a Vetsend account Retention period
Details to create a Vetsend account
  • First name
  • Last name
  • Email
  • Password
  • Date of birth
  • Gender
  • IP address
Seven years, unless you request your data to be deleted within these seven years. After seven years, the data will be removed by Onlinepets
Website log data
  • IP address
Seven years. After seven years, the data will be deleted by Onlinepets
Product reviews
  • First name
  • Last name
  • Email
  • IP address
Seven years. After seven years, the data will be deleted by Onlinepets
Order and invoice details
  • First name
  • Last name
  • Email
  • Date of birth
  • Gender
  • Telephone number
  • Street
  • House number
  • Postcode
  • City
  • Country
  • Company name
  • IP address
Seven years. After seven years, the data will be deleted by Onlinepets
Newsletter subscription
  • Email
  • Language
In case you ordered something and/or filled in your details
  • Gender
  • Form of address
  • First name
  • Last name
  • Customer number
  • Last order date
  • Last order amount
  • Last order products
Your details are stored as long as you are subscribed to our newsletter. Your details remain stored when you unsubscribe unless you request your data to be deleted. In that case, your data will be removed.
Customer service contact (email, chat or form):
  • First name
  • Last name (when filled in) li]
  • Email
  • Email conversation (only with contact via email)
  • Contact form conversation (only with contact via the form)
  • Chat conversation
  • IP address (only with contact via chat)
These details are saved by Robin. Robin is the software that we use to contact our customers. This data does not have a retention period, and will only be deleted once you’ve requested the removal. In that case, Onlinepets will contact Robin to anonymise or delete your details.

Email address

We only save your email address if we have received permission to do so. You permit us to store your data when you create a Vetsend account, order a product, subscribe to our newsletter or contact us via the contact form.

Contact form

You can contact us or ask questions via the contact form. We use your name, address, hometown, telephone number and email address for this. We need these details because of the contract we conclude with you. We store these details until we are sure you are satisfied with our answers.

Newsletter

We offer a newsletter in which we inform interested parties about our products and/or services. You can unsubscribe from the newsletter with the link provided in the email. In addition, you can contact our customer service by email (free) or by telephone to remove your email address from our newsletter subscription list. We only add your email to the list of subscribers if we have your permission. We save the email address of newsletter subscribers. In addition to your email address, we can add additional personal data to the profile of newsletter subscribers. We receive this information from you when you create an account with us or when placing an order (only if this is with the same email address you used for the newsletter subscription).

We store the following data when you create an account with us with the same email you use for the newsletter subscription:

  • Gender
  • First Name
  • Last name
  • Date of birth

Finally, we can complete your details if you place an order with us with the email address that has been registered for the newsletter. This concerns the following data:

  • Gender
  • Company name (if specified by the customer)
  • Telephone number (if specified by the customer)
  • First Name
  • Last name
  • Street name
  • House number + possible addition
  • Postcode
  • City
  • Country
  • Date of birth
  • Telephone number
  • email address
  • Ordered product(s)
  • Order date
  • Order amount

The data above will be linked to newsletter subscribers until you cancel the subscription.

Profiling

The newsletter we send can be addressed to all newsletter subscribers and is the same for everyone. Sometimes, we might send a newsletter to a part of our subscribers. In that case, we use profiling: we create so-called segments of groups of people who have the same characteristics. Based on the order history, we create a segment based on the following data:

  • Ordered products (brand, product category, product category, product)
  • Pet (for which animal the product was intended)
  • Order date

This means that we can estimate when you will run out of the purchased food. Just before we think the food has run out, we send the customer an email asking if this customer wants to order the same product again.

Product review email

We save your email address when you place an order with us. You will receive an email from us (to the email address you used when you ordered your product) with an invitation to write a review about your purchased product(s). This will be a few days after you ordered. If you no longer wish to receive these product review emails on future orders, you can easily unsubscribe by clicking the unsubscribe button in this email. In addition, you can object to these product review emails by contacting our customer service. This can be done by sending an email to customer-service@vetsend.co.uk (free) or by calling 033 0818 0862 (local rate).

Advertisements

We would like to send you advertisements for new products/services or promotions. We do this via:

  • e-mail
  • social media

You always have the option to object to these advertisements. Every email contains an unsubscribe link. You can either block us or use that link.

Our online shop uses standard advertisements. We don’t collect your data for these, so we can’t find out whether or not you like the ads you see.

Provision to other companies or institutions

Except for the companies mentioned above, we never give your personal data to other companies or institutions, unless we are legally obliged to do so (for example, if the police require this in the event of a suspicion of a crime).

Statistics

We keep statistics about the use of our webshop. Social media buttons are included in our webshop. With these, the administrators of these services collect your personal data.

Cookies

On this site, we use cookies to improve the content of our website. Cookies are small text files that are stored on your computer when you visit a website. The information from these files is used when you revisit a website, so you don’t have to fill in your details again. We also use cookies to see whether you revisit our website. When you visit our webshop for the first time, a message will pop up with an explanation about cookies. We also ask for your consent to use these cookies. You can disable the cookies via your browser, but some things in our webshop might not work properly anymore.

We have made agreements with other companies that place cookies about the use of these. However, we do not have full control over what these companies do with the cookies. You can also read their privacy statements (note: these can change regularly).

When we transfer or receive your data on our website, we always use encryption technologies that are standard within the IT sector. We have implemented the necessary security measures to prevent the loss, misuse or alteration of information we receive on our site. You can read more information about our cookies in our cookie statement.

Personal data from third parties

We receive personal data from third parties. These parties include Bol.com, Amazon.co.uk, Amazon.de and Amazon.fr. We receive personal information from these parties when a user orders a product from Onlinepets on one of these websites. Personal data is sent to us via an API link. The personal data we receive from these third parties consists of:

  • Gender (if specified by the customer)
  • Title
  • Company name (if specified by the customer)
  • Telephone number (if specified by the customer)
  • First Name
  • Last name
  • Street name
  • House number + possible addition
  • postcode
  • City
  • Country
  • Email address (this e-mail address has been made anonymous by Amazon and is not visible to us)
  • Ordered product(s)
  • Order date
  • Order amount

We need this personal data to be able to properly process orders from these parties.

Security

Keeping your data properly secure is of great importance to us. We constantly adjust and alter the security measures and pay close attention to what could go wrong. However, transmissions over the internet are never completely secure or error-free. We do, however, take appropriate technical and organisational measures. These are appropriate to the risks of misuse, unauthorized access, unwanted publication, changes or removal of personal data and to protect your data. We also ensure that third parties and affiliates that process your data on behalf of Onlinepets maintain adequate security and operate under the applicable laws and regulations.

Data breaches

We talk about a data breach if Onlinepets accidentally or intentionally loses your data or that your data falls into the hands of third parties who are not authorised to do so. Onlinepets' data protection officer will digitally report this data breach to the Dutch Data Protection Authority within 72 hours from the moment Onlinepets has discovered the breach. We repost the following: the nature of the infringement, which authorities or people can be consulted to obtain more information about the infringement, which measures are recommended to limit the negative consequences of the infringement, the consequences of the infringement, and what measures have been taken or proposed by Onlinepets to remedy these consequences. If the leak represents a high risk to the person(s) in question, they will be notified by Onlinepets. A data breach is also internally documented by Onlinepets in the 'data breach register', so we can learn from it and take measures to prevent such a breach in the future.

We have taken the necessary administrative, technical and organisational measures to ensure a level of security appropriate to the specific risks we have identified. We protect your data against removal, loss, alteration, unauthorised disclosure, or access to personal data that is transmitted, stored or processed.

Data Protection Officer

We have appointed a data protection officer within Onlinepets. This person is responsible for privacy within our organisation. Our data protection officer is called Elies van der Graaff and can be contacted by email at vandergraaff@medpets.nl.

Changes to this privacy statement

We reserve the right to make changes to this privacy statement. It is recommended that you read this privacy statement regularly so that you stay aware of these changes. We will do our best to announce the changes if possible.

View, change and delete your data

If you have any questions or want to know what kind of personal data we have stored, you can always contact us. See the contact details at the bottom of this privacy policy. You have the following rights:

  • Receive an explanation of what personal data we have and what we do with it
  • Access to the precise personal data we have
  • Correct mistakes
  • Remove (outdated) personal data s
  • Withdraw your consent
  • Object to a particular use

Always be clear about who you are, so we can be sure that we do not delete or change the wrong person’s data.

To file a complaint

If you believe that we have not handled your data correctly, you have the right to file a complaint with the Dutch Data Protection Authority.

Contact

If you wish to respond to our privacy policy, you can contact us:

  • by email: customer-service@vetsend.co.uk
  • by phone: 033 0818 0862 (Mon-Fri 08:30-17:00)
  • by letter: Online Pets B.V., Emmerblok 1, 4751 XE Oud Gastel, The Netherlands