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Pets at Home Privacy Policy

We've updated our privacy policy

From 31 January 2024, if you have a saved payment card set up in your account, the banks will now update us to ensure that if your card is lost, stolen or damaged, or has expired, we have your most up to date card details. This will prevent you from having to manually update your saved card details. Please note that you can remove a saved payment card at any time in My Account on our website. For more information, please see our update Privacy Policy below.

  1. Introduction

    The Pets at Home Family respects your right to privacy. This Privacy Policy explains in detail the types of personal information we may collect about you when you interact with us. It also explains how we will store and handle that personal information, how we keep it safe, how you can exercise your privacy rights and how we combine data across the Pets at Home Family which enables us to understand you and your pet better to ultimately improve your experience with the Pets at Home Family.

    If you have any questions or concerns about our use of your personal information, then please contact us using the contact details provided in the section of this Privacy Policy headed “How to contact us” below.

  2. What is the Pets at Home Family?

    Pets at Home is the UK's leading pet specialist, providing pet owners with all their needs; food, accessories, vet and grooming services. Pets at Home Limited is comprised of our retail stores, retail website (neesloos.com) (the “Website”) and the Pets at Home app (the “App”), Pets Grooming and Pets Club (“Pets at Home”). Pets at Home Group Plc is the ultimate parent company of Pets at Home.

    References to the “Pets at Home Family“ means the Pets at Home group companies and affiliated joint venture entities, which currently includes:

    • Pets at Home Limited (including our retail stores, retail website and apps, the Groom Room and VIP Club);
    • Pets at Home Vet Group Limited (comprising Companion Care (Services) Limited, Companion Care Management Services Limited, Vets4Pets Limited and our affiliated joint venture first opinion veterinary practices branded either Companion Care or Vets4Pets);
    • Pets at Home Group plc;
    • Pet Advisory Services Limited (trading as The Vet Connection)
    • The Pets at Home Foundation our affiliated charity,

    together “Pets at Home Family”.

    The terms “we“, “us“ or “our“ in this Privacy Policy refer to whichever Pets at Home entity you are dealing with, and as such could be Pets at Home Limited (including where you are a member of our Pets Club), Companion Care (Services) Limited, Vets4Pets Limited, Pets at Home Vet Group Limited, Pet Advisory Services Limited (trading as The Vet Connection), our affiliated charity, The Pets at Home Foundation or one of our affiliated joint venture first opinion veterinary practices branded either Companion Care, Vets for Pets or Vets4Pets. If you would like to find out more about the activities of Vets for Pets or Companion Care, please visit the Vets for Pets Privacy Policy.

  3. When do we collect personal information?

    We collect your personal information in a number of instances, including when you:

    • Make an online purchase and check out as a guest (in which case we collect transaction-based data);
    • Create a Pets Club account to shop with us;
    • Create an easy-repeat plan or Health Plan with us;
    • Book any kind of appointment with us or book to attend an event, for example Grooming, Nutrition Consultations, Health Plan Consultations, Puppy Classes, or My Pet Pals Workshops;
    • Visit our Website or App and use your account to buy products and services, or redeem vouchers from us on the phone, in a shop, or online;
    • Purchase a product or service in store or by phone but don't have (or don't use) an account;
    • Engage with us on social media;
    • Engage with one of our ads on social media or while browsing online;
    • Download or install our App;
    • Use our in-store WIFI
    • Buy a pet from us;
    • Contact us by any means;
    • Ask one of our colleagues to email you information about a product or service;
    • Enter prize draws or competitions;
    • Use your Pets Club account;
    • Comment on or review our products and services. Any individual may access personal information related to them, including opinions. So if your comment or review includes information about the colleague who provided that service, it may be passed on to them if requested;
    • Fill in any forms. For example, if an accident happens in-store, a colleague may collect your personal information;
    • Have given a third party permission to share the personal information they hold about you with us;
    • Phone us or we phone you, we may record phone conversations for record or training purposes; and/or
    • Use our car parks or shops, which usually have CCTV systems (including body-worn cameras where it is deemed necessary) operated for the safety of both customers and colleagues and for the prevention of crime. These systems may record your image during your visit.

    We also collect your personal information when our suppliers and partners – e.g. PetPlan Limited (a pet insurance provider) – share information with us about the product or service you have purchased.

  4. What personal information do we collect and why?

    The personal information that we collect about you broadly falls into the following categories:


    (a) Information that you provide voluntarily

    When you make a purchase in store or online, create a Pets Club account, book an appointment, attend an event in store, set up a Pets at Home easy-repeat or Health Plan, book a Pets Grooming appointment, apply for pet insurance with one of our partners or download our App or enter a prize draw/competition, you may be asked for some essential information including your title, first name, surname, postal address, email address, telephone, details of your pet and, if applicable, payment information. These are collected to help us:

    • Process your online orders including sending order confirmation and delivery information via email or text message, or process payments due to us (including for treatments for your pet);
    • Process your online orders including sending order confirmation and delivery information via email or text message, or process payments due to us (including for treatments for your pet);
    • Contact you about your pet, your order, account or credit status where required;
    • Deliver safe and secure shopping by helping to prevent and detect fraud – to do this, we may need to disclose information to assist legal or debt recovery processes;
    • Understand your needs and listen to your feedback via market research/shopping analysis, customer polls and surveys;
    • Register your pet with our easy-repeat service or Health Plan service;
    • Manage and process easy-repat plan or Health Plan;
    • Enhance your Pets at Home and Pets at Home Family experience by delivering personally tailored retail offers;
    • Send you marketing and promotional offers from the Pets at Home Family and to manage your marketing preferences with your agreement;
    • To administer your Pets Club account and to contact you with offers and promotions from our Pets Club (including from other members of the Pets at Home Family and selected third party partners);
    • Speed up your form filling processes if you've registered online;
    • Provide you with information about the fundraising activities of our affiliated charity, the Pets at Home Foundation;
    • Respond to any issues or queries via the customer service adviser teams;
    • Conduct analytics to understand how our products and services (and the products and services of our Pets at Home Family members) are used and to improve your customer experience; and/or
    • Notify you about changes to our service.

    When you use our Website or App as an account holder or guest user, we also collect your email address and may contact you to let you know if you abandon a purchase part way through the process and have unpurchased items in your basket.

    Where you have made a donation to our affiliated charity, The Pets at Home Foundation, via the Just Giving, Virgin Money website or via Paypal and agree with Just Giving, Virgin Money or Paypal that they can pass your information to us (to use to send you thank you emails and news about our fundraising activities), this information will be processed in accordance with the The Pets at Home Foundation Privacy Policy which can be found here.


    (b) Information that we collect automatically

    When you visit our Website or App or use our in-store WIFI, we may collect certain information automatically from your device. This information may be considered to be your personal information under applicable data protection laws.

    Specifically, the information we collect automatically may include information like your IP address, device type, operating system, unique device identification numbers, browser-type, broad geographic location (e.g. country or city-level location) and other technical information. We may also collect information about how your device has interacted with our Website, App and in-store WIFI, including the pages accessed and links clicked.

    Collecting this information enables us to better understand the visitors who come to and use our Website, App and in-store WIFI. We may look at where they come from, what content is of interest to them, what they have viewed or looked at and in some instances what they have purchased. We use this information for internal analytics purposes, to improve the quality and relevance of our Website, App and in-store WIFI to our visitors and users and to deliver personally tailored retail offers (both on the website and through triggered email, SMS and direct mail (but only where you have agreed to these channels)).

    Some of this information may be collected using cookies, tracking pixels and similar tracking technology, as explained further under the heading “Cookies and similar tracking technology” below.


    (c) Information that we obtain from third party sources

    From time to time, we may receive personal information about you from third party sources, but only where we have checked that these third parties either have your consent or are otherwise legally permitted or required to disclose your personal information to us.

    If you decide you wish to save your payment card details for future use, you will be able to do so provided you tick the ‘save card for future use’ box when you input your details during a transaction on the Website or App. Please note if your saved payment card expires, or is lost, stolen or damaged, your bank will update us with your new card details, and we will update your saved payment card in your account. You can remove your saved payment card in My Account by managing your payment methods under the My Details section at any time.

    If you have any questions about the third parties we obtain personal information from, please contact us using the contact details provided under the “How to contact us” heading below.


    Enhancing our data

    Where we have obtained your personal information from various sources (including personal information we have lawfully obtained from third parties or from other members of the Pets at Home Family) we will combine this information in order to enhance our understanding of your requirements and preferences in relation to our products and services, and the products, services and charity activities of Pets at Home Family members. This is necessary for the purposes of our legitimate interests to understand our customers better, to personalise your Pets at Home Family experience, and where you have agreed to receive marketing to ensure that we provide you the most appropriate offers from us and about our Pets at Home Family products, services and charity activities.

    If you have more than one account (Pets Club or otherwise) registered with us, your accounts may be matched and merged to create one single record for you under one of those accounts. The other accounts you hold will be closed. If you have queries in relation to your account, contact our Customer Service team at contact us.


    (e) Conducting analytics

    We will use the personal information we hold about you (as well as pseudonymised or anonymised information generated from your personal information) to carry out analysis and research. We carry out all such analysis and research on the basis that it is necessary for the purposes of our legitimate interests in understanding our customers and ensuring that our products and services meet the needs of our customers. We undertake data analytics, whereby together with the Pets at Home Family, we combine information we hold on a large scale, in order to:

    • Learn more about our customers and their preferences;
    • To identify patterns and trends amongst our customers;
    • Enhance user experience on our Websites and Apps;
    • Provide information, content, online advertising and offerings tailored to our customers' needs;
    • For general research and statistical purposes;
    • For aggregated reporting purposes within the Pets at Home Family;
    • To help us develop new products and services;
    • To monitor performance of our products and services;
    • To be able to send you personalised marketing messages;
    • To display online advertisements to you; and
    • To measure or understand the effectiveness of our online advertising.

    We will use your personal information (including by anonymising and aggregating it with other customers' personal information) for sales, supply chain and financial analysis purposes, to determine how we are performing and where improvements can be made and where necessary to report back to other members of the Pets at Home Family. This is necessary for the purposes of our legitimate interests in understanding how our business is performing, and considering how to improve our performance.


    (f) Marketing

    We always give you the choice of whether or not you wish to receive or continue receiving marketing communications from us. This includes marketing by phone, email, SMS and post.

    If you open a Pets Club account your marketing preferences for email and SMS contact will be collected on an opt-out basis, which will be made clear to you at the time of collecting your contact details and marketing preferences. For marketing sent to you by phone and post we rely on legitimate interest as the lawful basis for processing your data and you can opt out of phone and postal marketing at any time by updating your preferences in My Account when signed in on our website.

    By opening a Pets Club account, you consent to the Pets at Home Family contacting you from time to time by email, post, phone and SMS with details of personalised benefits including savings, offers, reminders and information about products and services from the Pets at Home family and our selected Pets Club partners unless you opt out of email and SMS during the sign up process.

    Please note that any important service reminders will still be sent to you regardless of your marketing preferences.

    You can adjust your preferred marketing channels or opt-out at any time by visiting ‘My Communication Preferences’ in ‘My Account’ or by contacting us at contact us. You can also opt-out or withdraw your consent to email marketing by clicking ‘Unsubscribe’ on a marketing email from us. Please see “Your data protection rights” below for more information.

  5. Who do we share your personal information with?

    We may disclose your personal information to the following categories of recipients:

    • to other members of the Pets at Home Family, our third party service providers and business partners who provide data processing services to us, or who otherwise process personal information for purposes that are described in this Privacy Policy or notified to you when we collect your personal information. Examples of the kind of third parties we work with are:
    • IT companies who support our Website, App and other business systems;
    • Operational companies such as delivery couriers;
    • Direct marketing, loyalty reward companies or other third parties who help us manage electronic communications with you;
    • Google, Facebook, Instagram, Twitter and similar platforms and partners to show you products and services that might interest you while you're browsing the internet; This is based on either your marketing consent or your acceptance of cookies, tracking pixels or similar tracking technology whilst browsing online, as explained further under the heading “Cookies and similar tracking technology” below
    • Data insight and data analysis companies (to provide us with tools to analyse the data which we hold);
    • Promotional partners (such as cashback or voucher sites);
    • Customer review companies (so you can leave feedback and we can improve our service to you);
    • Competition or prize-draw partners and promoters;
    • to any competent law enforcement body, regulatory, government agency, court or other third party where we believe disclosure is necessary (i) as a matter of applicable law or regulation, (ii) to exercise, establish or defend our legal rights or apply our Termsand Conditions, or (iii) to protect your vital interests or those of any other person;
    • to a potential buyer (and its agents and advisers) in connection with any proposed purchase, merger or acquisition of any part of our business, provided that we inform the buyer it must use your personal information only for the purposes disclosed in this Privacy Policy; and/or
    • to any other person with your consent to the disclosure.

    Where we share your personal information with third party service providers and partners we apply a policy to ensure your personal information is safe and in order to protect your privacy. Our policy requires:

    • We provide only the information they need to perform their specific services.
    • They may only use your data for the purposes we specify in our contract with them.
    • We work closely with them to ensure that your privacy is respected and protected at all times.
    • If we stop using their services, any of your personal information held by them will either be deleted or rendered anonymous (subject to applicable law).

    If you have any questions about the third parties we share your personal information with, please contact us using the contact details provided under the “How to contact us” heading below.

    With your agreement, third parties (such as Google, Bing, Yahoo, Facebook, Instagram, Twitter, Pinterest, Snapchat, Tumblr) may serve targeting cookies on your computer or mobile device while browsing our Websites. These companies may use information about your visits to this and other websites in order to provide relevant advertisements about goods and services that you may be interested in. They may also employ technology that is used to measure the effectiveness of advertisements. This can be accomplished by them using cookies or web beacons to collect information about your visits to this and other sites in order to provide relevant advertisements about goods and services of potential interest to you. The information collected through this process does not enable us or them to identify your name, contact details or other personally identifying details unless you choose to provide these (based on your marketing consent or acceptance of cookies). Please see “Cookies and similar tracking technology” below for more information.

  6. Cookies and similar tracking technology

    We use cookies and similar tracking technology (collectively, “Cookies”) to collect and use personal information about you, including serving interest-based advertising. For further information about the types of Cookies we use, why, and how you can control Cookies, please see our Cookie Notice here.

  7. How do we keep your personal information secure

    We use appropriate technical and organizational measures to protect the personal information that we collect and process about you. The measures we use are designed to provide a level of security appropriate to the risk of processing your personal information. Specific measures we use include:

    • Encrypting your personal information. When you place an order or access your account information, your information will be sent through to us. A secure server encrypts all of the information you input before it is sent to us. This protects your confidential data, particularly your payment card details from unauthorized use;
    • Keeping your information up-to-date and accurate. Please note that, to do this, we require you to tell us if any of your details, such as your name or address, change; and
    • Having in place strict security procedures for the storage and disclosure of your information to prevent unauthorized access.

    Unfortunately, the transmission of information via the Internet is not completely secure. Although we will do our best to protect your personal information, we cannot guarantee the security of your data transmitted to and/or through our Website and App; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

    To ensure that your credit, debit or charge card is not being used without your consent, we will validate name, address and other personal information supplied by you during the order process against appropriate third party databases. By accepting our Terms and Conditions you agree to these checks being made. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. You can rest assured that this is done only to confirm your identity, that a credit check is not performed and that your credit rating will be unaffected. All information provided by you will be treated securely and strictly in accordance with this Privacy Policy.

  8. International data transfers

    Your personal information may be transferred to, and processed in, countries other than the country in which you are resident. These countries may have data protection laws that are different to the laws of the UK.

    Our Website servers and group companies are located in the UK (excluding our sourcing office which is based in Hong Kong), but some of our third party service providers and partners operate outside of the UK, such as in the EU, EEA, Australia and the United States.

    This means that when we collect your personal information we may process it in any of these countries.

    If we do this, we have procedures in place to ensure your personal information receives the same protection as if it were being processed inside the UK. For example, our contracts with third parties stipulate the standards they must follow at all times. If you wish for more information about these contracts please contact us using the contact details provided under the “How to contact us” heading  below .

    Any transfer of your personal data will be compliant with UK data protection law and all personal data will be secure.

  9. Data retention

    We retain personal information we collect from you where we have an ongoing legitimate business need to do so (for example, to provide you with a service you have requested or to comply with applicable legal, tax or accounting requirements).

    When we have no ongoing legitimate business need to process your personal information, we will either delete or anonymise it or, if this is not possible (for example, because your personal information has been stored in backup archives), then we will securely store your personal information and isolate it from any further processing until deletion is possible. For more information about the specific periods for which we retain your data, please contact us using the contact details provided under the “How to contact us” heading below

  10. Your data protection rights

    You have the following data protection rights:

    • If you wish to access, correct, update or request deletion of your personal information, you can do so at any time by contacting us using the contact details provided under the “How to contact us” heading below.
    • In addition, you can object to processing of your personal information, ask us to restrict processing of your personal information or request portability of your personal information. Again, you can exercise these rights by contacting us using the contact details provided under the “How to contact us” heading below.
    • You have the right to opt-out of marketing communications we send you at any time. You can exercise this right by clicking on the “unsubscribe” or “opt-out” link in the marketing e-mails we send you or if you manage your preferences in the marketing preference centre in My Account.
    • Similarly, if we have collected and process your personal information with your consent, for example consent to receive marketing from us or the Pets at Home Family, then you can withdraw your consent at any time. Withdrawing your consent will not affect the lawfulness of any processing we conducted prior to your withdrawal, nor will it affect processing of your personal information conducted in reliance on lawful processing grounds other than consent.
    • You have the right to complain to a data protection authority about our collection and use of your personal information. For more information, see the section headed “Contacting the regulator” below.
    • We respond to all requests we receive from individuals wishing to exercise their data protection rights in accordance with applicable data protection laws.

  11. Contacting the regulator

    If you feel that your personal information has not been handled correctly, or you are unhappy with our response to any requests you have made to us regarding the use of your personal information, you have the right to raise a complaint with the Information Commissioner's Office for UK residents, the Office of the Data Protection Authority for Guernsey residents, and Isle of Man Information Commissioner for Isle of Man residents.

    You can contact them via their websites, the details are below:

  12. Updates to this Privacy Policy

    We may update this Privacy Policy from time to time in response to changing legal, technical or business developments. When we update our Privacy Policy, we will take appropriate measures to inform you, consistent with the significance of the changes we make.

    You can see when this Privacy Policy was last updated by checking the “last updated” date displayed at the top of this Privacy Policy.

  13. How to contact us

    If you have any questions or concerns about our use of your personal information, please contact the Data Protection Officer for the Pets at Home Family at the following address: dataprotection@petsathome.co.uk.

    The data controller(s) of your personal information will be the Pets at Home Family entity(ies) that you are dealing with, and as such could be Pets at Home Limited (including where you are a member of our Pets Club), Companion Care (Services) Limited, Vets4Pets Limited, Pets at Home Vet Group Limited, Pet Advisory Services Limited (trading as The Vet Connection), our affiliated charity, The Pets at Home Foundation or one of our affiliated joint venture first opinion veterinary practices branded either Companion Care, Vets for Pets or Vets4Pets.