Privacy Policy

1. Who We Are

2. Data Controller

For the purposes of applicable data protection laws, including the UK GDPR, the Data Protection Act 2018, and where applicable the EU GDPR, Imperial Pet Food Limited is the data controller responsible for the personal data collected through this website and related services.

If you have any question about this Privacy Policy or how we process personal data, you can contact us at: contact@imperialpetfood.com.

3. Personal Data We May Collect

We may collect and process different categories of personal data depending on how you interact with our website and services.

We do not intentionally collect special category data, such as health data, biometric data, political opinions, religious beliefs, or similar sensitive information, unless legally required or voluntarily provided in a specific context.

4. How We Collect Personal Data

We may collect personal data directly from you when you:

• Visit or browse our website.
• Create a customer account.
• Place an order.
• Apply for B2B reseller access.
• Subscribe to our newsletter or promotional offers.
• Contact us by email, form, telephone, or social media.
• Submit a review, testimonial, message, or support request.
• Use our website features, shopping cart, checkout, or login area.

We may also receive personal data from third parties, including payment providers, delivery companies, analytics providers, anti-fraud tools, marketing platforms, hosting providers, and business verification sources.

5. How We Use Personal Data

Imperial Pet Food Limited may use personal data to:

• Operate and maintain the website.
• Create and manage customer accounts.
• Process orders, payments, refunds, invoices, and deliveries.
• Provide customer service and after-sales support.
• Review and approve B2B reseller applications.
• Manage wholesale pricing, reseller access, and professional accounts.
• Send order confirmations, delivery updates, invoices, and service messages.
• Send marketing communications where permitted.
• Manage promotions, discounts, competitions, and offers.
• Improve website performance, security, design, and customer experience.
• Prevent fraud, abuse, spam, unauthorised access, and illegal activity.
• Comply with legal, tax, accounting, regulatory, and contractual obligations.
• Protect the rights, property, safety, and reputation of Imperial Pet Food Limited.

6. Lawful Bases for Processing

Where data protection law requires a lawful basis, we may rely on one or more of the following lawful bases:

Where we rely on consent, you may withdraw your consent at any time. Withdrawal of consent does not affect processing carried out before consent was withdrawn.

7. Marketing Communications

We may send you marketing communications about Imperial Pet Food products, offers, reseller opportunities, promotions, launches, newsletters, and related services where legally permitted.

You can unsubscribe from marketing emails at any time by using the unsubscribe link in our emails or by contacting us at contact@imperialpetfood.com.

We may still send non-marketing messages, including order confirmations, delivery information, invoice notices, account alerts, legal notices, product recall notices, and customer service replies.

8. Cookies and Similar Technologies

We use cookies and similar technologies to operate the website, support shopping cart and checkout functions, remember preferences, analyse performance, secure the website, and support marketing where permitted.

Some cookies are strictly necessary for the website to function. Optional cookies, such as analytics and advertising cookies, should only be used according to your consent choices where required by law.

For more information, please read our Cookie Policy.

9. Who We Share Personal Data With

We may share personal data with trusted service providers and partners where necessary for business, legal, security, payment, delivery, or website operations.

These may include:

• Payment processors and financial service providers.
• Delivery companies, fulfilment partners, and logistics providers.
• Website hosting, IT, security, and maintenance providers.
• Analytics, marketing, and advertising providers.
• Email, newsletter, and customer support platforms.
• Professional advisers, including accountants, lawyers, insurers, and auditors.
• Regulators, courts, public authorities, or law enforcement where legally required.
• Business partners involved in order fulfilment, reseller management, or product supply.

We do not sell personal data. We only share personal data where necessary, lawful, and proportionate.

10. International Data Transfers

Some service providers or business partners may process personal data outside the United Kingdom or the European Economic Area.

Where personal data is transferred internationally, we take appropriate steps to protect the data in accordance with applicable data protection laws. This may include using adequacy decisions, international data transfer agreements, standard contractual clauses, or other lawful transfer mechanisms.

11. How Long We Keep Personal Data

We keep personal data only for as long as necessary for the purposes described in this Privacy Policy, including legal, accounting, tax, warranty, product safety, dispute resolution, and business record purposes.

Typical retention periods may include:

• Customer account data: for as long as the account remains active and for a reasonable period afterwards.
• Order and invoice data: for the period required by tax and accounting laws.
• Customer support messages: for as long as necessary to handle the request and protect our legal interests.
• Marketing consent records: for as long as necessary to prove consent or manage preferences.
• Cookie consent records: for the period required to remember and evidence user preferences.
• B2B verification data: for as long as necessary to manage the reseller relationship and legal obligations.

When personal data is no longer needed, we will delete, anonymise, or securely archive it where appropriate.

12. Data Security

We take reasonable technical and organisational measures to protect personal data against unauthorised access, loss, misuse, disclosure, alteration, or destruction.

These measures may include secure hosting, access controls, encryption where appropriate, password protection, security monitoring, fraud prevention tools, and restricted access to personal data.

However, no website, internet transmission, payment system, or electronic storage method is completely secure. You are responsible for keeping your account login details confidential.

13. Your Data Protection Rights

Depending on your location and applicable law, you may have the following rights:

• Right of access: request a copy of the personal data we hold about you.
• Right to rectification: ask us to correct inaccurate or incomplete data.
• Right to erasure: ask us to delete personal data in certain circumstances.
• Right to restriction: ask us to restrict processing in certain circumstances.
• Right to data portability: request transfer of certain data to you or another provider.
• Right to object: object to certain processing, including direct marketing.
• Right to withdraw consent: withdraw consent where processing is based on consent.
• Right to complain: lodge a complaint with a data protection authority.

To exercise your rights, contact us at contact@imperialpetfood.com.

We may need to verify your identity before responding to a request. We may refuse or limit requests where permitted by law, including where requests are manifestly unfounded, excessive, or conflict with legal obligations.

14. Children’s Privacy

Our website and services are intended for adults, businesses, breeders, resellers, and pet owners capable of entering into contracts.

We do not knowingly collect personal data from children. If you believe a child has provided personal data to us without appropriate consent, please contact us so that we can review and, where appropriate, delete the information.

15. Automated Decision-Making

We do not normally make decisions based solely on automated processing that produce legal or similarly significant effects for users.

We may use automated tools to support fraud prevention, website security, payment risk checks, spam prevention, and account protection. Where required by law, users may request human review of decisions that significantly affect them.

16. Third-Party Links

Our website may contain links to third-party websites, payment providers, delivery services, social media platforms, plugins, videos, review tools, or external services.

We are not responsible for the privacy practices, content, security, or policies of third-party websites. You should review their privacy policies before providing personal data to them.

17. Complaints

If you have concerns about how we process your personal data, please contact us first so that we can try to resolve the issue.

If you are in the United Kingdom, you may have the right to complain to the Information Commissioner’s Office, the UK supervisory authority for data protection matters.

If you are in the European Union or European Economic Area, you may have the right to complain to your local data protection authority.

18. Updates to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our website, business operations, services, legal obligations, or data processing practices.

The updated version will be published on this page with a new “Last updated” date.

Continued use of the website after changes are published means you acknowledge the updated Privacy Policy.

19. Contact

This Privacy Policy is provided for website publication purposes. It should be reviewed with your actual website plugins, WooCommerce settings, payment gateways, analytics tools, advertising pixels, hosting provider, CRM, email marketing system, cookie banner, and legal adviser to ensure it accurately reflects the real processing carried out by Imperial Pet Food Limited.