This privacy policy explains how Canine Ketchup Limited collects and uses personal information when you visit petketchup.com or contact us. We have written it to be as clear as possible. If anything is unclear, please email us.
1. Who we are
Canine Ketchup Limited is the controller of your personal information. We are a company registered in England and Wales (company number 09647349), with our registered office at Langton House, Crown Heights, Guildford, Surrey, GU1 3TX. We are registered with the Information Commissioner’s Office (ICO) under registration number [ICO REGISTRATION NUMBER].
Contact us about privacy at customerservice@canineketchup.com.
2. What this policy covers
This policy covers this website and emails you send us.
Buying on Amazon: our products are sold through Amazon UK. When you buy from Amazon, Amazon collects and uses your order, payment and delivery details under its own privacy notice. We do not receive your payment details. Amazon may share limited order information with us as the seller (for example a delivery address) so that an order can be fulfilled or a query resolved.
Social media: when you follow or message us on Instagram or Facebook, those platforms handle your information under their own privacy policies. We can see what you share publicly with us, such as comments, tags and messages.
3. The information we collect
- Enquiries: your name, email address and anything you choose to tell us when you contact us, including details about your pet.
- Technical information: when you visit the site, your device sends information such as your IP address, browser type and the pages requested. Our hosting provider keeps this in server logs for security and to keep the site running.
We do not ask for, and ask you not to send us, sensitive information such as health details about yourself.
4. How we use it and our lawful basis
| What we do | Lawful basis under UK GDPR |
|---|---|
| Reply to your questions and handle product queries or complaints | Our legitimate interest in responding to customers |
| Keep the website secure and working properly | Our legitimate interest in running a secure website |
| Keep records we are required to keep, and deal with legal claims | Legal obligation, and our legitimate interest in protecting our business |
If you would like details of how we balanced our legitimate interests against your rights, please ask.
5. Who we share it with
We never sell your personal information. We share it only with:
- our website hosting provider, [WEBSITE HOSTING PROVIDER];
- professional advisers such as accountants and solicitors, where needed; and
- regulators, law enforcement or the courts, where the law requires it.
These providers act on our instructions and must keep your information secure.
6. International transfers
Some of our providers, may store information outside the UK, including in the United States. Where this happens we make sure there are appropriate safeguards, such as the UK International Data Transfer Agreement, the UK Addendum to the EU standard contractual clauses, or the UK–US data bridge.
7. How long we keep it
- Enquiries: up to 2 years after our last contact with you.
- Server logs: in line with our hosting provider’s standard retention, normally no more than 90 days.
8. Your rights
You have the right to:
- ask for a copy of the personal information we hold about you;
- ask us to correct information that is wrong or incomplete;
- ask us to delete your information;
- ask us to restrict or stop using your information, including objecting to processing based on legitimate interests;
- ask for your information in a portable format; and
- withdraw any consent you have given us at any time.
To use any of these rights, email customerservice@canineketchup.com. There is normally no charge and we will reply within one month.
If you are unhappy with how we have handled your information, please tell us first so we can try to put it right. You can also complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113.
9. Children
Our website is intended for adults. We do not knowingly collect information from children under 13.
10. Keeping your information safe
We use reputable providers, limit access to people who need it, and protect our accounts with strong passwords and two-step verification.
11. Cookies
See our cookie policy for how this website uses cookies and similar technologies.
12. Changes to this policy
We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated.
Questions? Email customerservice@canineketchup.com.