Customer Information

Privacy Policy

At Pets True House, we are committed to protecting your privacy and handling your personal information responsibly.

This Privacy Policy explains how we collect, use, disclose, store, and protect your information when you visit our website, create an account, place an order, manage a subscription, contact us, or interact with our services.

Pets True House is a trading name and registered trade mark of Archer Ecom Ltd, a company registered in England and Wales.

1. Information we collect

We collect personal information that you provide directly to us when you use our website, place an order, create an account, subscribe to products, or contact us.

This may include:

your name;
email address;
phone number;
billing address;
shipping address;
order history;
subscription details;
product preferences;
account login details;
customer service messages and enquiries;
marketing preferences;
payment-related information.

Payment details are processed securely by our payment providers. We do not store your full card details on our website.

We may also collect technical information when you visit our website, such as:

IP address;
browser type;
device type;
pages visited;
referral source;
approximate location;
website usage data;
cookie and tracking preferences.

2. How we use your information

We use your personal information to provide, maintain, and improve our services.

This includes using your information to:

process and fulfil your orders;
manage product subscriptions;
send order confirmations, delivery updates, and service messages;
process payments and refunds;
respond to your questions, complaints, or support requests;
manage your account;
provide customer service;
improve our website, products, and customer experience;
personalise your shopping experience;
send marketing emails where you have given consent or where we are legally allowed to do so;
detect, prevent, and investigate fraud, misuse, or security issues;
comply with legal, tax, accounting, and regulatory obligations.

3. Legal basis for using your information

We only use your personal information where we have a lawful basis to do so.

The main lawful bases we rely on are:

Contract — to process your order, deliver products, manage subscriptions, and provide customer support.
Consent — where you have agreed to receive marketing emails or accepted optional cookies.
Legal obligation — where we need to keep records for tax, accounting, consumer law, or regulatory reasons.
Legitimate interests — to improve our website, prevent fraud, protect our business, and provide a better customer experience, provided your rights do not override those interests.

4. Cookies and tracking technologies

We use cookies and similar technologies to help our website work properly, improve performance, understand website usage, and support marketing activity.

Cookies may include:

Essential cookies needed for website functionality, checkout, security, and account access.
Analytics cookies used to understand how visitors use our website.
Marketing cookies used to personalise advertising or measure campaign performance.
Preference cookies used to remember your choices.

You can manage cookies through your browser settings and, where available, through our cookie consent tool.

For more details, please read our Cookie Policy.

5. Sharing your information

We do not sell your personal information.

We may share your information with trusted third parties where necessary to operate our website and provide our services.

This may include:

payment processors;
delivery and courier companies;
website hosting providers;
ecommerce platform providers;
email and communication service providers;
analytics providers;
fraud prevention and security providers;
professional advisers, such as accountants or legal advisers;
regulators, law enforcement, or public authorities where required by law.

We only share the information needed for the relevant service and require service providers to protect your personal information appropriately.

We may also share information if our business is sold, merged, reorganised, or transferred, in which case your information may be transferred as part of that transaction.

6. Marketing communications

Where you have opted in to receive marketing communications, we may send you updates about Pets True House products, offers, subscriptions, pet food, treats, and related news.

You can unsubscribe from marketing emails at any time by using the unsubscribe link in our emails or by contacting us through the website.

We may still send you non-marketing service messages, such as order confirmations, delivery updates, subscription notices, account messages, and important policy updates.

7. Data security

We use appropriate technical and organisational measures to protect your personal information from unauthorised access, loss, misuse, alteration, or disclosure.

These measures may include:

SSL encryption on our website;
secure payment processing;
restricted access to personal information;
secure hosting and data storage;
account security controls;
monitoring and security updates.

No online system is completely secure, so we cannot guarantee absolute security. You are responsible for keeping your account login details safe.

8. How long we keep your information

We keep your personal information only for as long as necessary for the purposes set out in this Privacy Policy.

This may include keeping information to:

fulfil orders and subscriptions;
provide customer support;
comply with tax and accounting rules;
resolve disputes;
prevent fraud;
meet legal and regulatory requirements.

When your information is no longer needed, we will delete it or anonymise it where appropriate.

9. Your rights

Under UK data protection law, you may have rights in relation to your personal information.

These may include the right to:

access the personal information we hold about you;
request correction of inaccurate or incomplete information;
request deletion of your personal information;
object to certain processing;
request restriction of processing;
withdraw consent where processing is based on consent;
request a copy of your data in a portable format;
complain to the UK Information Commissioner's Office.

Some rights may be limited depending on the circumstances, for example where we need to keep information for legal, tax, accounting, fraud prevention, or contractual reasons.

10. Children's privacy

Our website is intended for use by adults aged 18 or over.

We do not knowingly collect personal information from children. If you believe a child has provided personal information to us, please contact us so we can take appropriate action.

11. International data transfers

Some of our service providers may process personal information outside the United Kingdom.

Where this happens, we will take steps to ensure that appropriate safeguards are in place to protect your personal information in accordance with applicable data protection laws.

12. Third-party links

Our website may contain links to third-party websites, platforms, or services.

We are not responsible for the privacy practices, content, or policies of those third-party websites. You should read their privacy policies before providing any personal information to them.

13. Changes to this Privacy Policy

We may update this Privacy Policy from time to time.

When we make changes, we will update the policy on this page. We encourage you to review this Privacy Policy periodically.

14. Contact and correspondence

For formal correspondence, please write to:

Archer Ecom Ltd trading as Pets True House
82A James Carter Road
Mildenhall
Bury Saint Edmunds
IP28 7DE
United Kingdom