Privacy policy

Last Updated: November 4, 2025

Overview

PetCareVille ("we," "us," "our," or "Company") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and otherwise handle your personal data when you visit our website petcareville.com (the "Website") and purchase products from us. Please read this Privacy Policy carefully. By accessing or using petcareville.com, you acknowledge that you have read, understood, and agree to be bound by this Privacy Policy.

1. Who We Are

Company Name: Sophario Ltd
Trading As: PetCareVille
Company Registration Number: 16511477
Registered Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Email: support@petcareville.comWe are the Data Controller responsible for your personal data. This means we decide what personal data we collect and how we use it.

2. What Personal Data We Collect

Data You Provide Directly:

When you use our Website or place an order, we collect: Account Information:

Name
Email address
Phone number
Password (if you create an account)

Shipping Information:

Delivery address
Billing address
Delivery instructions

Payment Information:

Credit/debit card details (processed by secure payment providers—we do NOT store full card numbers)
Payment method type
Billing address

Communication:

Messages you send to support@petcareville.com
Feedback, reviews, or complaints
Newsletter subscription email

Optional Information:

Product reviews and ratings
Comments or feedback about products
Customer survey responses

Data Collected Automatically:

Website Usage Data:

IP address
Browser type and version
Device type (mobile, tablet, desktop)
Operating system
Pages visited and time spent
Links clicked
Referring website
Date and time of visit

Cookies & Tracking Technologies:

Session cookies (remember items in cart)
Persistent cookies (remember login)
Analytics cookies (Google Analytics)
Marketing cookies (if you consent)
TikTok Pixel and tracking (if you consent)

Location Data:

General location inferred from IP address (country, city level)
NOT precise GPS location

3. How We Use Your Personal Data

We Use Your Data For: Order Fulfillment:

Processing and shipping orders
Collecting payments
Sending order confirmations
Providing tracking information
Handling returns/refunds
Customer support

Legal & Compliance:

Complying with UK and EU laws
Preventing fraud
Detecting and preventing abuse
Enforcing Terms of Service
Responding to legal requests

Communication:

Sending order updates
Responding to customer inquiries
Sending account notifications
Security alerts

Marketing (With Your Consent):

Sending promotional emails (newsletter)
Notifying about new products
Offering exclusive deals
Conducting customer surveys
Creating targeted ads on TikTok and other platforms

Website Improvement:

Analyzing website usage (Google Analytics)
Improving user experience
Testing new features
Troubleshooting technical issues

Fraud Detection and PreventionBusiness Operations:

Financial accounting
Inventory management
Customer service records
Business analytics

Legal Basis for Processing:
We process your data based on:

Contract: Your order (we need data to fulfill it)
Legal Obligation: Tax laws, fraud prevention
Legitimate Interest: Improving services, security, business operations
Consent: Marketing emails (you choose to subscribe), TikTok advertising (you consent to data sharing)

Third Parties We Share Data With:

Payment Processors:

Stripe, PayPal (process payments)
Data: Name, email, billing address, payment method
They process data per their own privacy policies

Shipping & Logistics:

Fulfillment partner (ships your orders)
Data: Name, phone, address, order details
They process data to deliver packages

Email Service Provider:

Newsletters and order notifications
Data: Email address, name
They send emails on our behalf

Analytics:

Google Analytics (website traffic analysis)
Data: IP address, device type, pages visited, behavior
Aggregated and anonymized data

Hosting & Infrastructure:

Shopify (website hosting)
Data: All website data and user interactions
Shopify acts as Data Processor

Accountant/Tax Advisor:

Financial records (if applicable)
Data: Transaction records, business operations
Confidentiality agreements in place

TikTok (Advertising & Analytics):

TikTok Pixel, Events API, and Advanced Matching
Data: Browsing activity, purchase events, device/browser info, hashed email or phone number
Purpose: Ad targeting, optimization, personalization, and campaign measurement
Technology: TikTok Pixel, Events API, Shopify APIs, Advanced Matching
Your Rights: See "Your Rights" section below for opt-out and consent management

We Do NOT Share:

❌ We do NOT sell your personal data
❌ We do NOT rent your personal data
❌ We do NOT share for marketing purposes (unless you consented)
❌ We do NOT share with third parties without legal basis

Legally Required Disclosures:

We may disclose your data if required by:

Court orders
Legal subpoena
Government agencies
Law enforcement
Fraud prevention

5. International Data Transfers

Where Your Data Is Stored:

Your personal data may be transferred to and stored in countries outside the UK/EU, including:

United States (Shopify, payment processors, Google Analytics, TikTok)
Canada (Shopify headquarters)
Ireland (EU data center)

Data Protection:

All international transfers are protected by:

Standard Contractual Clauses (EU-approved)
Binding corporate rules
Adequacy decisions
Your explicit consent

We ensure adequate safeguards are in place.

6. How Long We Keep Your Data

Data Retention Periods:

Payment & Transaction Records:

Kept for 7 years (UK tax law requirement)

Customer Account:

Kept until you request deletion
Can be deleted after 12 months of inactivity

Email Marketing List:

Kept until you unsubscribe
Automatically deleted if email bounces

Website Cookies:

Session cookies: Deleted when browser closes
Persistent cookies: Up to 2 years
Analytics data: 38 months (Google default)

Support Communications:

Kept for 3 years (customer service reference)

IP Logs & Technical Data:

Kept for 30 days (website security)

TikTok Data:

Retained per TikTok's data retention policies
See TikTok Privacy Policy for details

After retention periods, we securely delete or anonymize data.

You Have The Right To:Right of Access:

Request a copy of your personal data
Response time: 30 days
Free once per year; additional requests may incur fees

Right to Rectification:

Correct inaccurate personal data
We will update your information

Right to Erasure ("Right to Be Forgotten"):

Request deletion of your personal data
Exceptions: Tax records (7-year requirement), legal obligations
Response time: 30 days

Right to Restrict Processing:

Limit how we use your data
Example: Stop marketing emails while investigating accuracy

Right to Data Portability:

Receive your data in a portable format (CSV, JSON)
Transfer your data to another company
Response time: 30 days

Right to Object:

Object to marketing communications (email, SMS)
Object to profiling or automated decision-making
Unsubscribe from newsletters anytime

Right to Withdraw Consent:

Withdraw consent for marketing emails
Withdraw consent for TikTok advertising and data sharing
No penalty for withdrawal
Effective immediately

Automated Decision-Making:

You have the right not to be subject to automated decisions
We do NOT use automated profiling

How to Exercise Your Rights:

Email: support@petcareville.com
Subject: "Data Request - [Your Name]"
Include: Request type, order number (if applicable)We will respond within 30 days (GDPR requirement).

8. Cookies & Tracking

Cookies We Use:

Essential Cookies (Always Active):

Shopping cart
Login sessions
Security tokens
GDPR consent preferences

Analytics Cookies (Require Consent):

Google Analytics
Website usage tracking
Performance monitoring

Marketing Cookies (Require Consent):

Retargeting pixels (TikTok, Facebook, Pinterest, Google Ads)
Social media tracking (TikTok, Facebook, etc.)
Remarketing ads
TikTok Pixel and Events API

Your Cookie & Consent Choices:

Accept All: Accept all cookies
Essential Only: Only essential cookies (website functions)
Customize: Choose which types to accept
Reject: Reject all non-essential cookies

To Manage Cookies:

Use browser cookie settings
Click "Cookie Preferences" on website
Email us: support@petcareville.com

Managing TikTok Data Sharing:

You can manage or withdraw your consent for TikTok data sharing at any time:

Update cookie preferences on our website
Email: support@petcareville.com
Visit TikTok's Privacy Policy: https://www.tiktok.com/legal/page/eea/privacy-policy/en
Manage ad preferences in your device/browser settings

We use marketing and analytics technologies provided by TikTok to help measure, optimize, and improve advertising campaigns, site performance, and customer experience.

What TikTok Collects:

We use the TikTok Pixel, Events API, Advanced Matching, Shopify APIs, In-App Checkout, and other TikTok technologies to collect and automatically share data with TikTok, including:

Customer browsing activity (pages visited, products viewed)
Purchase events and order details
Device and browser information
IP address
Hashed contact details (email, phone number) for advanced matching
Behavioral data for audience creation

Purpose:

TikTok uses this data to:

Track events on our site
Optimize ad delivery and targeting
Create personalized audiences
Measure advertising effectiveness
Improve ad performance
Conduct analytics and reporting
Create lookalike audiences for ad expansion

Data Retention & Use:

TikTok retains data per their own retention policies
Data may be shared with TikTok's partners and affiliates
See TikTok's Privacy Policy for full details

Your Rights & Opt-Out:

You may:

Withdraw consent for TikTok data sharing via our cookie settings
Opt out of targeted ads in your device/browser settings
Request data deletion or access (see "Your Rights" section)
Contact us at support@petcareville.com

For More Information:

TikTok Privacy Policy: https://www.tiktok.com/legal/page/eea/privacy-policy/en
TikTok Ad Preferences: Visit your TikTok account ad settings
Browser/Device Ad Settings: Manage personalized ads in your device settings

10. Data Security

How We Protect Your Data:

Technical Measures:

SSL/TLS encryption (website traffic)
256-bit encryption for sensitive data
Secure payment processors (PCI DSS compliant)
Regular security updates
Firewalls and intrusion detection

Administrative Measures:

Access controls (only authorized staff)
Confidentiality agreements (with employees)
Staff training on data protection
Background checks for staff

Operational Measures:

Secure password requirements
Regular security audits
Incident response plan
Data breach notification procedures

What We DON'T Do:

❌ We do NOT store full credit card numbers
❌ We do NOT send passwords via email
❌ We do NOT share passwords with anyone

Limitation:

While we implement industry-standard security, no security system is 100% secure. Use strong passwords and protect your login credentials.

11. Children's Privacy

Age Requirement:

PetCareVille is not intended for children under 18. We do NOT knowingly collect data from children.

If you are under 18:

You must have parental/guardian consent
Parents/guardians are responsible for children's use

If We Discover We've Collected Data From A Child:

We will delete it immediately
Contact us: support@petcareville.com

12. Third-Party Links

External Links:

Our Website may contain links to third-party websites (social media, payment providers, analytics):

We are NOT responsible for third-party privacy practices
Third parties have separate privacy policies
Review their policies before sharing data

Third Parties On Our Website:

Shopify (hosting)
Stripe & PayPal (payments)
Google Analytics
TikTok Pixel & APIs
Email service providers

Each has its own privacy policy.

13. California Privacy Rights (CCPA)

If You Are a California Resident:
Under the California Consumer Privacy Act (CCPA), you have additional rights:Right to Know:

What personal data is collected
How it's used
Who it's shared with

Right to Delete:

Request deletion of personal data
Subject to legal exceptions

Right to Opt-Out:

Opt out of "selling" personal data
Opt out of targeted advertising
We do NOT sell data, but you can opt out of targeting

Right to Non-Discrimination:

No penalty for exercising privacy rights

To Exercise CCPA Rights: support@petcareville.com

14. Changes to This Privacy Policy

Updates:

We may update this Privacy Policy at any time:

Changes effective immediately upon posting
We will update the "Last Updated" date
For major changes, we'll notify via email

Your continued use = acceptance of changes

15. Contact & Data Protection Officer

Questions About This Policy?

Email: support@petcareville.com
Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Response time: Within 48 business hours

Data Protection Authority:

If you have concerns about our privacy practices, you can contact:UK Information Commissioner's Office (ICO):

Website: ico.org.uk
Email: casework@ico.org.uk
Phone: +44 (0)303 123 1113

EU Data Protection Authorities:

Germany: Bundesdatenschutzbeauftragte (bfdi.bund.de)
Netherlands: Autoriteit Persoonsgegevens (ap.nl)

You have the right to lodge a complaint with these authorities.

16. Compliance Summary

This Privacy Policy complies with:

✅ UK Data Protection Act 2018
✅ UK General Data Protection Regulation (GDPR)
✅ EU General Data Protection Regulation (GDPR)
✅ German Federal Data Protection Act (BDSG)
✅ Dutch Personal Data Protection Act
✅ California Consumer Privacy Act (CCPA) (if applicable)
✅ ePrivacy Directive (Cookies)
✅ Payment Card Industry Data Security Standard (PCI DSS)
✅ Shopify Privacy Standards
✅ Google Analytics Policies
✅ TikTok Privacy & Data Sharing Requirements