Last Updated 1st December, 2023

This privacy policy (“Policy”) describes how the Petsoo family of websites, Petsoo FZC, and its affiliates and subsidiaries (collectively, "Petsoo," "we," "our," or “us”), collects, uses, discloses, and safeguards personal information that a Petsoo prospective or existing customer (“you” or “your”) provides on the Platforms (as defined below) or when you communicate or interact with Petsoo, including the customer support team ("Customer Service").

This Policy applies to all Petsoo websites that link to this Policy, including www.petsoo.ae (the “Site”), and other software and internet-enabled programmes and services sponsored by Petsoo (collectively, the “Platforms”).

By accessing the Platforms on any computer, mobile phone, tablet, or other devices (collectively “Devices”), making a purchase from Petsoo, or otherwise communicating or interacting with Petsoo, you agree to the terms of this Policy. If you do not agree to the terms of this Policy, please do not use the Platforms.

Petsoo may modify this Policy at any time and will post the current version on the Site as further detailed in the “Changes to the Privacy Policy” section below. You are encouraged to periodically review this Policy to stay informed about how your information is collected and used.

1. Collection, Use, and Disclosure of Personal Information

The following sets forth the categories of personal information that Petsoo collects, the source of that personal information, and how it may be used and shared:

1.1
Category: Contact information, such as your name, email address, telephone numbers, delivery address, or other contact information, provided by you.
Purpose: To communicate with you via phone and email; to send you information and promotional materials that may be of interest to you; when you contact our Customer Service team to request support; to complete your subscription on the Platforms; and for general administration regarding your account.
Recipients: Our service providers and our co-marketing partners, including select partners and affiliates that we believe may have or facilitate offers that may be of interest to you.

1.2
Category: Pet information, such as pet name, gender, weight, breed, size and allergies, provided by you.
Purpose: To provide you with customized products, services, and offers that may be of interest to you, including add-on individual products (e.g. pet toys) and to personalize our communication with you.
Recipients: Our service providers and our co-marketing partners, including select partners and affiliates that we believe may have or facilitate offers that may be of interest to you.

1.3
Category: Subscriber Information, such as customer ID number, purchase history, information on rewards or other benefits, and reason for ending your subscription, provided by you and by our service provider.
Purpose: To administer your customer account and provide you with customized products and offers that may be of interest to you, such as add-on individual products (e.g. pet toys).
Recipients: Our service providers who administer our subscriber programme, and our co-marketing partners.

1.4
Category: Order Information, such as contact information, order numbers, delivery details, payment details, and any communications we have received about your order or purchase, provided by you.
Purpose: To validate, confirm, verify, deliver, install, and track your order, including to arrange for shipping, handle returns and refunds, maintain a record of the purchases you make, service products you purchased from us, and provide you offers that may be of interest to you.
Recipients: Our service providers who process, fulfill and ship orders.

1.5
Category: Other delivery information, such as name and address of recipient for delivery, if different from customer’s, provided by you.
Purpose: To deliver to the person at the address that you have requested.
Recipients: Our service providers who process, fulfill and ship orders.

1.6
Category: Payment information, such as name, card issuer, card type, credit or debit card number, expiration date, CVV code, and billing address, provided by you and your payment card issuer if you make a purchase or sign up for a paid subscription.
Purpose: To check that the right person is using the right card or account and meets the requirements of the card brands or account issuers, and to make sure we are paid for what you buy.
Recipients: Our service providers who process payments for us and who are contractually required to comply with laws and requirements applicable to payment processing and data security.

1.7
Category: Third-party information, such as when you send someone a communication from the Platforms and we collect certain information like the person's name, telephone number, email address, and/or shipping address, provided by you.
Purpose: To deliver to or communicate with the person at the address that you have requested.
Recipients: Our service providers, and our co-marketing partners.

1.8
Category: Legal information, such as fraud checks or flags raised about your transactions, the payment card you want to use, payment card refusals, suspected crimes, complaints, claims and accidents, provided by you, the police, crime and fraud prevention agencies, payment card providers, the public, regulators, and professional advisors and representatives.
Purpose: To protect you, other customers and our business against criminal activities and risks, and to make sure that we understand and can meet our legal obligations to you and others and can defend ourselves.
Recipients: Our service providers who help us with fraud protection and credit risk reduction, and law enforcement and other governmental authorities in accordance with applicable law.

1.9
Category: Personal marketing preferences you have indicated, including the types of services/offers that interest you, and the areas of the Platforms that you have visited or ways that you interact with the Platforms, provided by you, from the Platform technology’s interaction with your browser or Devices and cookies and other similar technologies tracking the pages you visit, the marketing messages you open and links you click.
Purpose: To enhance your online shopping experience, including as a way to recognize you and welcome you to the Platforms and provide you with customized Platform content, targeted offers, promotions and advertising on the Platforms, through other third-party websites or apps, via email, text messages, or push notifications that are offered by us.
Recipients: Our third-party vendors and service providers who perform website analytic services for us or enable the customization of offers to you to improve your shopping experiences through the Platforms or elsewhere.

1.10
Category: Communications we have with you. Please note that calls to our Customer Service team may be recorded, provided by you.
Purpose: To handle your requests, to contact you when necessary or requested, including responding to your questions and comments and providing customer support, and to obtain customer feedback and improve our Customer Service team and customer shopping experience.
Recipients: Our service providers who assist our Customer Service team with customer service.

1.11
Category: Voluntary information that you choose to provide us with through your communications with us, provided by you and your social media account provider.
Purpose: To make our communications with you more personal, to learn and improve from your survey feedback, and to understand overall customer sentiment and trends.
Recipients: Our service providers who administer surveys and promotions, and our co-marketing partners.

1.12
Category: Personalization and engagement data, gathered via your journey online and how you use the Platforms, whether and when you open our marketing emails and push notifications and respond to our advertisements, what links you clicked on, and what you purchased, provided by you, from the Platform technology’s interaction with your browser or Devices, and from cookies tracking the pages you visit.
Purpose: To improve the Platforms, products and services, Customer Service team, and customer shopping experience.
Recipients: Our third-party vendors and service providers who perform website analytic services for us or enable the customization of offers to you to improve your shopping or website experience for the Platforms.

1.13
Category: Device information, such as your IP address, internet provider, operating system and browser used, type of Devices (such as laptop or smartphone), cookie settings and other Devices details (such as geolocation), provided by you and from the Platform technology’s interaction with your browser or Devices.
Purpose: To make sure the Platform technology works properly with your Devices, for analytical and demographic purposes, and to provide offers that may be of interest to you. We also use this information to protect the security and integrity of the Platforms and our business, such as by preventing fraud, unauthorized transactions, and managing risk exposure, including identifying hackers and unauthorized users.
Recipients: Our service providers that help us with fraud protection, and third-party vendors and service providers that perform website analytic services for us or enable more relevant offers to you on the Platforms or elsewhere.

1.14
Category: Browser information that is automatically transferred from your browser to our server, including your browser type, your operating system type or mobile Devices model, your viewed web pages, links that are clicked, your IP address, your mobile Devices identifier or other unique identifier, websites you visited before coming to the Platforms, the amount of time you spend viewing or using the Platforms, the number of times you return to the Platforms, or other click-stream or site usage data, as well as emails open and click-through rates, provided by you and from the Platform technology’s interaction with your browser or Devices.
Purpose: We will use this information in an aggregated non-specific format for analytical and demographic purposes. We also will use this information to protect the security or integrity of the Platforms and our business, such as by protecting against and preventing fraud and unauthorized transactions, and managing risk exposure, including by identifying potential hackers and other unauthorized users.
Recipients: Our third-party vendors and service providers who perform website analytic services for us or enable the customization of offers to you to improve your shopping or website experience and the relevance of offers to you on the Platforms or elsewhere.

1.15
Category: Suspected crime information, such as details of your identity, image, name and address, and suspected or alleged thefts, fraud, assault or other criminal behavior, from crime and fraud prevention agencies, from you, from witnesses, and from the police.
Purpose: To protect customers, the public and our business against risks and crime, to prevent loss, to prosecute crime, and to defend ourselves.
Recipients: Law enforcement and other governmental authorities in accordance with applicable law, and our professional advisors.

Aggregated personal information does not personally identify you or any other visitor or user of the Platforms. Petsoo may use aggregated personal information, such as statistical or demographic information for any purpose, including for statistical analysis and research.

2. Additional Purposes for Using Personal Information

In addition to the uses set forth in the “Collection, Use, and Disclosure of Personal Information” section above, Petsoo may use and share the categories of personal information identified below:

1. To comply with applicable legal and regulatory requests and obligations (including investigations).

2. To establish or defend legal claims and allegations.

3. For security or the prevention, detection, or investigation of fraud; suspected or actual illegal activity; violations of Petsoo policy or rules; or other misconduct.

4. To seek advice and consultation from lawyers, auditors, insurance companies, and other professional advisors.

3. Cookie Policy

Like many commercial websites, Petsoo analyzes how visitors use the Platforms through what is known as "cookie" technology. A cookie is a small text file that is placed on your computer when you access the Platforms and allows Petsoo to recognize you each time you visit the Site. Petsoo may use cookies to (1) allow you to use the Platforms without having to re-enter your username; (2) enhance or personalize your Platform usage and shopping experience; (3) monitor Platform usage; (4) manage the Platforms; and (5) improve the Platforms and Petsoo’s products and services, including providing you with interest-based ads. For more information on Petsoo’s advertising, see the “Interest-Based Advertising" section below. If you choose, you can set your browser to reject cookies or you can manually delete individual cookies or all of the cookies on your computer by following your browser’s help file directions. However, if your browser is set to reject cookies or you manually delete cookies, you may have some trouble accessing and using some of the pages and features that are currently on the Platforms, or that Petsoo may put on the Platforms in the future. Note that browser-management tools for cookies are outside of Petsoo’s control and their effectiveness cannot be guaranteed. Petsoo may also use web beacons on the Platforms, in emails, and in advertisements on other websites. Web beacons are tiny graphic images that are used to collect information about your visit to the Platforms, such as the pages you view and the features you use, as well as information about whether you open and/or act upon one of Petsoo’s emails or advertisements. Petsoo may also collect the URL of the website you visited immediately before coming to the Platforms. Web beacons help analyze the Platform visitors’ behavior and measure the effectiveness of the Platforms and advertising. Petsoo may work with service providers that help track, collect and analyze this information. Petsoo may combine the information collected through cookies and web beacons with other information collected from you or information from other sources.

4. Internet-Based Advertising

Petsoo may use third-party advertising companies on the Platforms, such as those provided by Google and Facebook that use tracking technologies to serve advertisements across the Internet. These advertising companies may collect information about your visits to the Platforms and other websites and your interaction with advertising and other communications. These advertising companies serve ads on behalf of Petsoo and others on nonaffiliated sites, and some of those ads may be personalized, meaning that they are intended to be relevant to you based on information collected about your visits to the Platforms and elsewhere over time. Other companies may also use such technology to advertise on the Platforms. You have the choice to tell Petsoo not to collect and use this information, and in some jurisdictions Petsoo will only engage in interest-based advertising if you opt-in. If you would like more information about this practice and to know your choices concerning interest-based ads, visit https://youradchoices.com/


5. Security

Petsoo uses commercially-reasonable physical, technical, and administrative security measures to reduce the risks of loss, misuse, unauthorized access, disclosure, and alteration. Please be aware, however, that no security measures are perfect or impenetrable. You remain responsible for protecting your username and password and for the security of information you transmit to Petsoo over the internet.

6. Third-Party Website and Accounts

The Platforms may contain links to third-party websites, such as social media sites like Facebook, Instagram and TikTok, which may have privacy policies that differ from Petsoo’s. Petsoo is not in any way responsible for the activities and practices that take place on these websites and platforms. Accordingly, Petsoo recommends that you review the privacy policy posted on any external site before disclosing any personal information. Please contact those websites and platforms directly if you have any questions about their privacy policies. You may choose to create accounts on websites or platforms owned or controlled by third parties to purchase Petsoo’s products. These third parties may use your information for their own purposes, including for behavioral advertising and analytics purposes. Petsoo does not control and is not responsible for the collection, use or other processing of your information by these third parties through the accounts you create with them.

7. Your Privacy Rights

You can stop email marketing from Petsoo by using the “opt out” or “unsubscribe” mechanism at the bottom of Petsoo’s marketing emails. Petsoo may give you a choice about stopping just one kind of email or opting out of all email marketing. If you want to learn more about the personal information that Petsoo has about you, or you would like to update or change that information, or deactivate your account, please email at hello@petsoo.ae. Note that deactivating your account does not cause your account information to be deleted from Petsoo’s servers.

8. Do No Track

Do Not Track (DNT) is a privacy preference that users can set in some web browsers, allowing users to opt out of tracking by website and online services. At the present time, the World Wide Web Consortium (W3C) has not yet established universal standards for recognizable DNT signals and therefore, Petsoo and the Platforms do not recognize DNT.

9. Visitors from Outside the United Arab Emirates

The Platforms are intended for use by residents of the United Arab Emirates. If you are visiting the Platforms from outside the United Arab Emirates, you understand and agree that your personal information may be transferred to, stored, and processed in the United Arab Emirates or other countries in accordance with this Policy. The data protection and other applicable laws of the United Arab Emirates or other countries may not be as comprehensive as those laws or regulations in your country or may otherwise differ from the data protection or consumer protection laws in your country. Your information may be available to government authorities under lawful orders and law applicable in such jurisdictions. By using the Platforms and/or providing personal information to Petsoo, you consent to the transfer of your information to the United Arab Emirates or other countries as described in this Policy.

10. Changes to Policy

Petsoo reserves the right to amend this Policy at any time. Petsoo will post all changes to this Policy on the Site, so you should review this Policy periodically. Any such amendments to this Policy may apply to information Petsoo collects in the future, as well as any information obtained prior to such amendment. If any material changes are made to this Policy, Petsoo will provide appropriate notice, as required by law.

11. Contact Us

If you have any questions or comments regarding this Policy or how your information is collected and used, then please contact Petsoo at:

Phone: +971 52 621 8565
E-mail: hello@petsoo.ae