Vetch Trading Limited ("we", "our" or "us") respects your privacy and is committed to protecting your personal data. This privacy policy explains how we collect, use and protect your information when you use our website (www.myvetch.com) and services.
1. Who we are
Vetch Trading Limited is a company registered in England and Wales (company number 14258553), providing personalised dog supplements. We are the data controller of your personal data and are responsible for protecting it. We're registered with the Information Commissioner's Office (ICO), registration number ZC290087.
If you have any questions about this policy, please contact us:
Email: info@myvetch.com
Phone: +44 7936 653228
Postal address: Unit 143763, PO Box 7169, Poole, BH15 9EL
Registered office: 37a Gordon Road, Nottingham, NG2 5LQ
Company number: 14258553 (registered in England and Wales)
2. Information we collect
2.1 Information you give us
- Your details: your name, delivery address, email address and phone number.
- Your dog's details: your dog's name, date of birth, breed, weight, diet, activity, health conditions, medications and anything else you tell us in the consultation.
- Messages: what you send us through our contact form, by email or on WhatsApp, and callback requests (your name, phone number and the time that suits you).
- Feedback: your answers to reviews, feedback requests and surveys.
- Referrals: if you join through a friend's referral link, we record who referred you so we can give them their free box.
2.2 Information collected automatically
- Technical information: IP address, browser type and device information.
- Usage information: how you use our website, such as pages viewed and time spent.
- Cookies and similar technologies. See our cookie policy.
2.3 Payment information
Card payments are handled securely by Stripe. We never see or store your full card details.
3. How we use your information
- To formulate and update your dog's personalised blend. Our system chooses the blend from your answers, using rules written by our vets.
- To manage your subscription, take payments and arrange deliveries.
- To contact you about your orders, your account and changes to our service.
- To answer your messages and call you back when you ask us to.
- To improve our website, products and customer experience.
- To meet our legal and regulatory obligations.
- To send you occasional emails about Vetch products, unless you told us not to. See section 10.
4. Who we share it with
We only share your personal data with trusted providers who help us run Vetch:
- Stripe, to take your payments securely.
- Royal Mail, to deliver your boxes.
- Brevo (Sendinblue SAS, France), to send our emails.
- Ideal Postcodes, which receives the address you type at checkout so it can suggest matching UK addresses.
- Google Analytics, to understand how our website is used, only if you accept analytics cookies.
- Meta (Facebook and Instagram), to see which of our ads work, only if you accept marketing cookies. We don't send Meta your name, your email or anything about your dog.
- WhatsApp (Meta), if you choose to message us there.
- Our website hosting and database providers, who store the site and your account securely.
We never sell your data. If you allow marketing cookies, Meta (which runs Facebook and Instagram) receives information about your visit, such as the pages you view and whether you buy, to help show our ads to the right people. Meta also uses it under its own privacy policy. You can turn marketing cookies off at any time from the cookie settings at the bottom of any page.
International transfers
Some of our providers are based outside the United Kingdom. When your data is transferred abroad, we comply with UK data protection law, for example by relying on UK adequacy regulations (which cover the EEA, including France, where Brevo is based) or by using the UK International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses.
How we protect shared data
Every provider we use must protect your data with appropriate security measures and contractual commitments.
5. Our legal basis
- Contract: to provide our services and your subscription.
- Legitimate interests: to improve our services, keep in touch with customers and run our business.
- Legitimate interests (marketing): to email you about our own products, under the "soft opt-in" rules in the Privacy and Electronic Communications Regulations 2003 (PECR). You can object at any time.
- Legal obligation: to comply with the law, such as keeping tax records.
- Consent: for analytics and marketing cookies, and anything else we ask your permission for. You can withdraw it at any time.
6. How we protect your information
We use appropriate technical and organisational measures to keep your personal data safe, including:
- Secure storage with encryption and access controls.
- Regular monitoring for vulnerabilities and threats.
- Secure payment processing through Stripe.
While we take all reasonable precautions, no transmission of data over the internet is completely secure.
7. Your rights
Under data protection law you have the right to:
- Access: ask for a copy of your personal data.
- Correction: ask us to correct information that's wrong or incomplete. You can also update most details yourself in My account.
- Erasure: ask us to delete your data, subject to what we must keep by law. You can delete your account yourself in My account.
- Restriction: ask us to limit how we use your data in certain circumstances.
- Portability: ask us to transfer your data to another organisation.
- Objection: object to processing based on legitimate interests, or to direct marketing.
- Withdraw consent: where we rely on your consent.
To use any of these rights, email us at info@myvetch.com. We aim to reply to every request within one month. Some requests, such as deletion, may be limited where we must keep data for legal, tax or regulatory reasons.
8. How long we keep it
We keep your personal data only for as long as we need it for the purposes in this policy, or to meet our legal obligations.
- Account and order records: while you have an active subscription, then for six years after the end of the financial year they relate to, as UK tax and company law require.
- Consultation data: for as long as we need it to keep your dog's blend up to date. A consultation that isn't finished, or a plan that isn't bought, is deleted after 6 months.
- Payment records: for the life of your subscription and afterwards for as long as the law requires.
- Marketing data: until you unsubscribe, or for two years after your last order or consultation, whichever is sooner. If you unsubscribe, we keep your email address on a suppression list so we don't contact you again.
- If you delete your account or tell us your dog has passed away, we stop all emails about them straight away.
- When you delete your account, we remove your name, contact details, address, your dog's details and consultation answers, and any messages between us. We keep your order and payment records, including the address each box was sent to, for six years because UK tax law requires it, and a note that the account was deleted and when.
9. Cookies
Our website uses cookies and similar technologies. See our cookie policy for details and to change your choices.
10. Marketing emails
When you start a consultation, we ask for your email address. Unless you tick the box to say no, we'll send you occasional emails about Vetch products, including tips, news and offers. We do this under the "soft opt-in" rules in PECR, and our lawful basis under UK GDPR is legitimate interests (promoting our own products to people who have shown interest in them). We will only ever email you about Vetch's own products.
You can opt out at any time by clicking "unsubscribe" in any of our emails, in your email preferences, or by emailing us at info@myvetch.com. Emails about your orders and account, such as payment receipts and delivery updates, still come while you have a subscription.
We use Brevo (Sendinblue SAS, France) to send our emails. Brevo stores your email address for us and records whether you open our emails and click links, so we can understand what's useful to you.
11. Third-party links
Our website may link to other websites. We're not responsible for their privacy practices, so please read their privacy policies.
12. The laws we follow
We comply with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, PECR and other applicable data protection laws. Where your data is processed outside the UK (for example, by Brevo in the EU), we make sure appropriate safeguards protect your rights.
13. Changes to this policy
We may update this privacy policy from time to time. Any changes will be posted on this page with a new "Last updated" date. We'll tell you about significant changes by email or with a clear notice on our website.
14. Complaints
If you think we haven't handled your personal data lawfully, please tell us first so we can put it right. You also have the right to complain to the Information Commissioner's Office (ICO):
Website: ico.org.uk
Phone: 0303 123 1113