Privacy Policy

Pet Comfort World Ltd is a company registered in England and Wales under company number 16879331, with its registered address at 73 Hadrian Road, Newcastle Upon Tyne, NE4 9QH, England. We are the data controller for the personal information you provide to us.

If you have questions about this policy or how we handle your data, contact us at info@petcomfortworld.co.uk or 07376 530716.

We collect and process the following categories of personal data:

• Contact details — name, email address, phone number, company name and billing address you give us via forms, enquiries or when you become a client.
• Account credentials — email and password for the client portal, stored securely and never in plain text.
• Business & marketplace data — account identifiers, sales figures, advertising data and reports you authorise us to access for managed services.
• Payment information — processed by our payment providers; we do not store full card numbers on our servers.
• Website usage data — IP address, browser type, pages visited and similar analytics collected automatically (see our Cookie Policy).
• Communications — records of emails, messages and support enquiries you send us.

We process your personal data for the following purposes:

• To respond to enquiries and provide requested information about our services.
• To deliver agency services under your signed service schedule, including marketplace management, advertising and reporting.
• To process retail orders, deliveries and returns for pet products purchased through our store.
• To maintain your client portal account and provide dashboard access.
• To issue invoices, process payments and produce monthly settlement statements.
• To send service updates, reporting and contractual communications.
• To comply with legal, tax and regulatory obligations.

Under UK GDPR we rely on the following lawful bases:

• Contract — to deliver services and products under our agreement with you.
• Consent — for marketing communications and non-essential cookies, which you can withdraw at any time.
• Legal obligation — to meet accounting, tax and regulatory requirements.
• Legitimate interests — for website security, fraud prevention and service improvement, balanced against your rights.

We do not sell your personal data. We may share it with:

• Service providers — hosting, analytics, email and payment processors acting on our behalf under written agreements.
• Marketplace & ad platforms — only where you have authorised delegated access for managed services (e.g. Amazon, eBay, TikTok Shop, Google Ads).
• Professional advisers — accountants, auditors and legal advisers where necessary.
• Authorities — where required by law or to protect our legal rights.

Any provider we use is bound to protect your data to a standard no less than we are required to maintain.

Some of our service providers may process data outside the UK. Where this happens, we ensure appropriate safeguards are in place, such as UK International Data Transfer Agreements or reliance on adequacy regulations, so your data is protected to UK standards.

We keep personal data only as long as necessary for the purpose it was collected. Client and marketplace data is retained for the duration of our agreement plus the period required for accounting, tax and legal records (typically six years). Website analytics data is retained for up to 24 months. You can ask us to delete your data sooner where we are not legally required to keep it.

Under UK GDPR you have the right to:

• Be informed about how we use your data (this policy).
• Access the personal data we hold about you.
• Rectify inaccurate or incomplete data.
• Request erasure of your data ("right to be forgotten").
• Restrict or object to processing.
• Data portability — receive your data in a structured, machine-readable format.
• Withdraw consent at any time where processing relies on consent.
• Lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk.

To exercise any of these rights, contact us at info@petcomfortworld.co.uk. We respond within one month.

We use appropriate technical and organisational measures to protect your data, including encryption in transit, access controls, regular reviews and staff awareness. No system is completely secure, but we work to keep your data safe and notify the ICO of any reportable breach within 72 hours.

Our services are intended for businesses and individuals aged 18 and over. We do not knowingly collect personal data from children. If you believe a child has provided us with data, contact us and we will delete it.

We may update this policy from time to time. The "Last updated" date at the top reflects the most recent revision. Material changes will be highlighted on our website or communicated to clients directly.

For any privacy question or request, email info@petcomfortworld.co.uk, call 07376 530716, or write to 73 Hadrian Road, Newcastle Upon Tyne, NE4 9QH, England. You also have the right to complain to the ICO at ico.org.uk.