www.animeddirect.co.uk Open in urlscan Pro
185.11.185.227  Public Scan

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Text Content

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PRIVACY POLICY



We are committed to protecting the personal information that you provide. We are
customers of Animed ourselves so we appreciate how important data protection is.
As you have placed your trust in us when providing your information, it is
essential that we are transparent with you about how it’s handled.

For services under this website, the data controller — the company responsible
for protecting your privacy— is Animed Direct Ltd.

How we use your Information

Your personal information is used for a number of different reasons depending on
what it is. We only collect what is necessary in order to provide the best
possible service to you. The tables below set out what information is collected,
our purpose and our lawful basis (why we need to) in line with data protection
legislation.

Your personal details, such as your name, date of birth, address, email address
and phone number.

What we do and why

Our Lawful Basis

Identify who you are when you contact us as it helps us protect you and us from
fraudsters.

Legally we are required to do so and it's also in our legitimate interest

Deliver the products you’ve purchased. We can’t send them out if we don’t know
where you live!

This is part of our contract with you.

Send account and service updates such as changes to our Terms and Conditions and
order confirmations to inform you of any changes to Animed’s service.

Legally and contractually we are required to do so. We also want to keep you in
the loop!

Send order and prescription updates via email and/or text, so you are kept up to
date and know when your order is arriving.

This is part of our contract with you and in both parties' legitimate interests.
It also means you and your pet can get excited for your Animed delivery!

Send you information about our products and services. We want to keep you up to
speed with new products, items we think you and your pet will be interested in
and the exciting things we’re doing. Find out more in our ‘Marketing’ section
below.

By e-mail: This is based on your consent so it entirely up to you.

By post: This is based on legitimate interests.

Please remember to let Animed Direct know if any of the above information
changes as soon as possible so that we have up to date records.

Your Payment Information

This would be your chosen payment method, for example if you were to pay by card
or PayPal. Don’t worry, we don’t process card details, these are done via
WorldPay. PayPal facilitates payment in the same way; your card details are not
stored on our system.

What we do and why

Our lawful basis

Take payments and provide refunds for the products you’ve purchased.

This is part of our contract with you.

Keeping a record of financial transactions so we know what you’ve paid for.

This is a legal requirement.

Purchase history and scheduled orders

Products you’ve purchased from us, where you want to be notified when an item is
back in stock and when you set up scheduled orders from us.

What we do and why

Our lawful basis

Help you keep track of when a product you want is available so that you can get
what you want when we have it.

This is entirely up to you whether you request back in stock notifications, and
as such, is therefore based on consent. 

Handle returns in accordance with our Terms and Conditions as we need to know
what you’ve bought so we can process the return.

This is part of our contract with you.

Process any scheduled orders you make, otherwise we won’t know what product to
send you and when.

This is part of our contractual commitments to you and in our legitimate
interest to ensure we are providing an efficient service. 

Your survey responses, feedback and competition entries.

Things you’ve said, whether that be via email, the ‘Contact Us’ page on our
‘Help Centre’ or our customer helpline. Calls made to our customer support team
are recorded.

What we do and why

Our lawful basis

We sometimes ask for your feedback about our products or our overall service. We
want to make sure you, and your pet, are enjoying our products and we use the
information to improve our service.

It’s entirely up to you if you choose to provide feedback. It is our legitimate
interest in asking for feedback in order to improve our products and services.

Manage the competitions that you choose to enter and get prizes to the winners.
We need to let you know if you win!

By entering into the competitions we offer, you are consenting for your data to
be processed in relation to the management of said competition. 

You don’t have to provide all of this information, it’s your choice and we
respect that but if you don’t then we are unable to provide you with the optimal
customer experience.

Personal information is also used for things like testing out IT systems,
research, data analysis, improving our site and developing new products and
services. Don’t worry though, this is all anonymised and aggregated so you
aren’t identifiable.

How you use this website

We use Contentsquare on our website(s) and app(s) to create a better digital
experience for our visitors’ Contentsquare is a Digital Experience Analytics and
Insights tool that helps us better understand our visitors’ online experiences
(e.g. how much time the visitor spends on which pages, which links they choose
to click, the visitors’ click rates (to measure things like hesitation or
frustration), etc.). To provide these analytics and insights, Contentsquare uses
first-party cookies and other technologies to process data of our visitors’
behaviour and their devices on our behalf. This may include data like the
device’s IP address, Online ID (like a Cookie ID number), device type and screen
size, browser information, geographic location (only down to the city-level),
e-commerce data, the preferred language used to display our website, and the
behaviour of users with accessibility needs. To improve its tool and services to
us, Contentsquare may reuse this data for their internal development purposes.

Preventing and detecting fraud

We are also legally and contractually required to use any of the information
above for the purposes of preventing and detecting fraud, against either you or
us. Whilst it’s an unfortunate part of our service it is essential that we
protect you and ourselves from fraud.

Sharing your information

First things first, we want you to know that we do not, and will not, sell any
of your information to a third party. This is of the utmost important to us in
earning and maintaining your trust. However, in order for us to provide our
services to you, we do share your personal data with the following categories of
companies:

- Companies within the CVS group, as we have companies that undertake certain
activities for us.

- Delivery providers, so that we can get your purchases to you.

- The prescribing practice, so we can confirm the validity of any prescriptions.

- Product suppliers, so that they can fulfil your order as some goods are
provided directly by the supplier on our behalf.

- Marketing agencies and website hosts, who help us run our business.

- Banks and payment service providers, so that we can deal with payments and
refunds where necessary. Third party payment providers such as PayPal if you
choose to use their service.

- Credit reference agencies, law enforcement and fraud prevention agencies, so
we can help tackle fraud and assist with any investigations.

- We also partner with Trustpilot to collect impartial product and service
reviews from customers who make an order via our website. Trustpilot may contact
you via email on our behalf in order to give you an opportunity to review your
purchase and your shopping experience with us. Trustpilot will not use your
personal information for any purpose other than to invite you to write a review
and will handle your information securely. If you do not wish to receive further
emails from Trustpilot please click on the unsubscribe link at the bottom of the
email. If you’d like to know more about how Trustpilot process your data, you
can view their privacy policy here.

- For further information on the companies that we share personal information
with, please contact us on the details below.




Marketing Communications

We’ll send you marketing messages to keep you updated on the latest products,
services and special promotions but only if you’ve said we can. If you no longer
wish to receive them then you can unsubscribe via the following methods:

- Click the ‘unsubscribe’ link at the bottom of any marketing email
communication that we send you.

- Email our customer support team at support@animeddirect.co.uk and ask to be
removed from our mailing list, or by changing your preferences within ‘My
Account’

- If you’ve asked us to stop sending any kind of marketing, please be patient so
that we can update all of our systems so you may receive messages from us whilst
we process your request. If you decide to opt-out of marketing messages, we will
continue to send ‘service communications’ such as order confirmations, delivery
updates or where you ask to be notified when a product is back in stock.

We also want to send you information about products and services that we feel is
relevant to you by post. This is done on the basis of legitimate interests,
please contact support@animeddirect.co.uk with any concerns you have relating to
postal marketing.

Where your data is stored

We can offer you the best products for you and your pet because we use a number
of suppliers located all over the world. Some of these locations will not offer
the same level of protection for your personal data than the UK or Europe. Your
privacy is of the utmost importance to us so if we do need to transfer your
information to one of these countries, we have taken steps to ensure your data
and rights are protected using methods approved within Data Protection laws such
as contractual requirements. If you would like further information about the
locations your personal data may have been transferred to, or how we protect
information to specific locations then please contact us via the details below.

How long we keep your information

We will keep your data for as long as you are a customer of Animed and for as
long as we are required to retain it to ensure we meet our legal obligations.
You can contact us if you no longer wish to be a customer and ask that we close
your account. However, we have a legal requirement to keep some of your personal
data even after you have asked us to delete it. We will only keep what we
absolutely need to, and only to make sure we can meet our legal or regulatory
requirements, resolve disputes, prevent fraud and abuse, or enforce our Terms &
Conditions.

Your rights

You have a number of rights relating to your personal information, which are as
follows:

- The right to be informed about how your personal information is used, a lot of
which is within this policy.

- The right to access personal information we hold about you.

- The right to rectify personal information we hold about you if it is
inaccurate or incomplete. You can update your personal information via ‘My
Account’.

- The right to request that we delete your data, stop processing it or
collecting it in some circumstances.

- The right to stop marketing messages, further information of which is above in
the ‘Marketing’ section.

- The right to portability where we would port or transfer elements of your
personal information to you or another service provider.

If you wish to exercise any of these rights, or have any questions please
contact us via the contact details at the end of this policy. As a starting
point, we have one calendar month to respond.






Changes to this policy

We are consistently reviewing this policy to ensure you are kept up to date on
how we are protecting your personal information. If we make significant changes,
we will make that clear on the Animed website or via email if necessary so that
you are able to review the changes before you continue to use Animed.

This policy was last updated on 13/08/2024.

How to contact us

Customer feedback is essential in ensuring that we provide the best possible
service to you. If you have any questions about this policy, want us to stop
using your information or exercise any of your rights then please don’t hesitate
to contact us via the following methods:

Post

Data Protection Officer
CVS House
Owen Road
Diss
Norfolk
IP22 4ER

Email

dataprotection@cvsvets.com

For further information about or service in general, please visit our Help
Centre.

Your right to complain

If you have any concerns about our use of your Personal Information, you can
make a complaint to us via the contact details above.

You can also complain to the ICO if you are unhappy with how we have used your
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SK9 5AF

Helpline number: 0303 123 1113

Website: https://www.ico.org.uk

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