Privacy Policy

At PetVitae Labore Ltd, we care about your privacy as much as we care about pets. This Privacy Policy explains what personal information we collect, how we use it, who we share it with, and the rights you have.

We aim to keep things clear, fair, and transparent. This policy applies when you visit our website, place an order, create an account, subscribe to products, contact us, sign up to marketing, or interact with us online.

1. Who We Are

This website is operated by PetVitae Labore Ltd, a company registered in England and Wales. For data protection purposes, we are the “controller” of the personal information we collect and use.

Company name: PetVitae Labore Ltd
Company number: 15791730
Email: support@petvitae.com

2. Information We Collect

We may collect and use the following types of personal information:

  • Identity details: name, username, account details, and customer ID.
  • Contact details: email address, delivery address, billing address, and phone number.
  • Order details: products purchased, subscription details, delivery preferences, returns, refunds, and customer service history.
  • Payment details: payment status, billing information, transaction references, and payment method type. We do not store full card numbers.
  • Technical data: IP address, browser type, device type, operating system, time zone, pages visited, and website usage data.
  • Marketing preferences: whether you have agreed to receive marketing and your communication preferences.
  • Content you provide: reviews, photos, messages, feedback, survey responses, or social media interactions.
  • Pet-related information: information you choose to provide about your pet, such as name, breed, age, diet, preferences, or wellbeing needs.

3. How We Collect Information

We collect personal information when you:

  • visit or use our website;
  • place an order;
  • create or use an account;
  • start, manage, or cancel a subscription;
  • contact us by email, form, chat, or social media;
  • sign up for marketing or offers;
  • leave a review or submit content;
  • enter a promotion, survey, or competition; or
  • allow cookies or similar technologies on our website.

4. How We Use Your Information

We use your personal information to:

  • process and deliver your orders;
  • manage subscriptions and recurring payments;
  • provide customer support;
  • handle returns, refunds, complaints, and disputes;
  • send service messages about your orders, subscriptions, account, or payments;
  • personalise your shopping experience;
  • improve our website, products, and services;
  • send marketing where permitted;
  • prevent fraud, misuse, chargebacks, and security issues;
  • comply with legal, tax, accounting, regulatory, and record-keeping obligations;
  • protect our rights, business, customers, and website.

5. Our Lawful Bases for Using Your Information

Under UK data protection law, we must have a lawful basis for using your personal information. Depending on the situation, we rely on the following lawful bases:

  • Contract: to process orders, deliver products, manage subscriptions, take payment, and provide customer support.
  • Legal obligation: to comply with tax, accounting, consumer law, product safety, fraud prevention, and regulatory duties.
  • Legitimate interests: to run and improve our business, protect against fraud, improve our website, manage disputes, and communicate with existing customers.
  • Consent: where you agree to marketing emails, non-essential cookies, or other optional uses requiring consent.

6. Marketing

We may send you marketing emails if you have agreed to receive them, or where the law allows us to contact existing customers about similar products.

You can unsubscribe at any time by clicking the unsubscribe link in our emails or by contacting us at support@petvitae.com.

We will not sell your personal information to third parties.

7. Cookies and Similar Technologies

Our website may use cookies, pixels, tags, and similar technologies to make the website work, remember preferences, measure performance, understand how visitors use our website, and support marketing.

Some cookies are essential for the website to function. Non-essential cookies, such as analytics or advertising cookies, should only be used where legally permitted and, where required, with your consent.

You can manage cookies through your browser settings and, where available, through our cookie preference tool. More information is available in our Cookie Policy.

8. Payments

Payments are processed by secure third-party payment providers. We do not store your full debit or credit card number on our own systems.

Payment providers may process payment information, fraud checks, billing details, and transaction data in accordance with their own security and privacy obligations.

9. Subscriptions

If you subscribe to recurring product deliveries, we use your information to manage your subscription, process recurring payments, send renewal or service messages, deliver products, and handle cancellation or support requests.

We may keep records of subscription activity, billing attempts, cancellations, failed payments, and related customer service communications.

10. Who We Share Information With

We only share personal information where needed to run our business, fulfil your order, comply with the law, or protect our rights. This may include:

  • payment processors;
  • delivery companies, couriers, and postal services;
  • website hosting and technology providers;
  • email, CRM, subscription, and customer support platforms;
  • analytics and advertising providers, where permitted;
  • professional advisers, such as accountants, lawyers, insurers, and auditors;
  • fraud prevention, chargeback, and security providers;
  • regulators, courts, law enforcement, or public authorities where required.

11. International Transfers

Some of our service providers may process personal information outside the United Kingdom or European Economic Area. Where this happens, we take steps designed to protect your information, such as using recognised contractual safeguards or working with providers that apply appropriate data protection protections.

12. How Long We Keep Your Information

We keep personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy, including legal, tax, accounting, product safety, fraud prevention, customer service, and dispute-resolution purposes.

As a general guide:

  • order and transaction records may be kept for up to 6 years for tax and legal record-keeping;
  • account information is usually kept while your account remains active;
  • subscription records are kept while your subscription is active and for a reasonable period afterwards;
  • customer service records may be kept to handle queries, complaints, or legal claims;
  • marketing records are kept until you unsubscribe or withdraw consent, plus a suppression record to respect your choice.

13. Security

We use reasonable technical and organisational measures to protect personal information against unauthorised access, loss, misuse, alteration, or disclosure.

However, no website, email system, or online service is completely secure. Please keep your account login details safe and contact us promptly if you believe your account or information has been compromised.

14. Your Rights

Depending on where you live and the circumstances, you may have the right to:

  • be informed about how we use your personal information;
  • access the personal information we hold about you;
  • ask us to correct inaccurate or incomplete information;
  • ask us to delete your personal information in certain circumstances;
  • ask us to restrict how we use your information;
  • object to certain uses of your information;
  • ask for a copy of certain information in a portable format;
  • withdraw consent where we rely on consent;
  • complain to a data protection authority.

To exercise your rights, contact us at support@petvitae.com. We may need to verify your identity before responding.

15. UK Complaints

If you are in the UK and are unhappy with how we use your personal information, please contact us first so we can try to resolve the issue.

You also have the right to complain to the Information Commissioner’s Office, the UK data protection regulator.

16. EU Visitors

If you are located in the European Economic Area, you may have additional rights under EU data protection law. You may also have the right to complain to your local data protection authority.

Where required, we will handle EU personal data in accordance with applicable EU data protection requirements.

17. US Visitors and California Residents

We may make our website available to customers in the United States. US privacy laws vary by state and may provide additional rights depending on where you live.

We do not sell personal information. We also do not knowingly share personal information for cross-context behavioural advertising unless this is clearly disclosed and legally permitted.

If you are a California resident and applicable privacy laws apply to us, you may have rights to know, access, correct, delete, or opt out of certain uses of your personal information.

18. Children

Our website is not intended for children under 13, and we do not knowingly collect personal information from children. If you believe a child has provided us with personal information, please contact us so we can take appropriate steps.

19. Reviews, Social Media and Public Content

If you post a review, tag us on social media, or submit content for publication, that content may become public. Please do not share personal information in public content that you do not want others to see.

20. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. The latest version will be posted on this page. If we make significant changes, we may notify you where appropriate.

21. Contact Us

If you have any questions about this Privacy Policy or how we use personal information, please contact us:

PetVitae Labore Ltd
Email: support@petvitae.com

Last updated: 25 April 2026