Privacy Policy

Last updated: 11 September 2026

This policy explains what personal data we collect, why we collect it, and what rights you have. We are the data controller for the information described here.

What we collect

Order information — your name, email address, shipping and billing address, phone number and the contents of your order.
Payment information — handled directly by our payment providers. We never see or store your full card number.
Communications — emails you send us and our replies.
Device and usage data — IP address, browser type, pages viewed and referring site, collected through cookies and similar technologies.
Marketing preferences — whether you have opted in to email or SMS marketing.

Why we use it

To process and deliver your order and handle returns (performance of a contract). To prevent fraud and keep the store secure, and to understand how the site is used so we can improve it (legitimate interests). To send marketing where you have opted in (consent). To meet tax, accounting and consumer law obligations (legal obligation).

Who we share it with

We share data only with parties who need it to provide our service: our ecommerce platform, payment processors, shipping carriers and fulfilment partners, email and analytics providers, and professional advisers where required. We do not sell your personal data. Some of these providers are based outside the UK and EEA; where that is the case, transfers are protected by appropriate safeguards such as standard contractual clauses.

Cookies

We use cookies that are strictly necessary for the site and cart to function, and, with your consent, analytics and advertising cookies that help us measure performance and reach relevant audiences. You can manage your preferences through the cookie banner or your browser settings. Refusing non-essential cookies will not prevent you from shopping.

How long we keep it

Order records are retained for as long as required by tax and accounting law, typically six to seven years. Marketing contact details are kept until you unsubscribe. Support emails are kept for up to three years.

Your rights

If you are in the UK or EEA you have the right to access your data, to have inaccurate data corrected, to have your data erased, to restrict or object to processing, to data portability, and to withdraw consent at any time. To exercise any of these, email support@softpawsco.com. You also have the right to complain to your local data protection authority — in the UK, the Information Commissioner's Office.