Privacy Policy

This policy explains how we collect and use personal information when you visit The Paw Support or place an order with us.

1. Who we are

The Paw Support is a trading name of Website Prism Ltd, a company registered in England & Wales, company number 17462217, with its registered office at Office 21148, 182-184 High Street North, East Ham, London, E6 2JA, United Kingdom. For the purposes of UK data protection law, Website Prism Ltd is the data controller for the personal information described in this policy.

2. Information we collect

• Contact and delivery details you give us when you place an order or contact us — name, email address, delivery and billing address, telephone number.
• Order information — products purchased, order value, and order history.
• Payment information — If you pay by bank transfer, your bank and our account provider (Wise Payments Limited) tell us the amount, the payer name and the payment reference of the transfer, which we use to match it to your order.
• Quiz answers — our "Find Your Dog's Match" quiz runs in your browser and we do not store your answers.
• Technical and usage information — such as your IP address, browser type and pages visited, typically collected via cookies or similar technologies (see Section 6).
• Correspondence — if you contact us by email, WhatsApp or through the contact form, we keep a record of that conversation.
• Refund evidence — if you choose to upload photos or video with a refund request, we use them only to assess your request.

3. How we use your information

• To process and deliver your order, and to communicate with you about it — necessary to perform our contract with you.
• To provide customer support and respond to enquiries — necessary to perform our contract with you, or our legitimate interest in resolving queries.
• To send marketing emails about new products or guides, where you've opted in — based on your consent, which you can withdraw at any time.
• To keep our site secure, prevent fraud, and understand how our site is used — our legitimate interest in operating and improving our business.
• To comply with our legal obligations, for example in relation to tax and accounting records.

4. Who we share your information with

We share personal information with trusted third parties only where necessary to run our business, including:

• Wise Payments Limited, which provides the business bank account that receives bank-transfer payments for Website Prism Ltd.
• Delivery couriers, to get your order to you.
• Our supplier partners, who dispatch your order directly to you because we do not hold stock ourselves. They receive your name, delivery address, telephone number and the contents of your order so they can deliver it, and use them only to fulfil it.
• Google (Google Analytics), to help us understand site usage. See Section 6.
• Google (reCAPTCHA), which protects our forms (contact, reviews, refund requests, newsletter sign-up and checkout) from spam and automated abuse. When you use one of these forms, Google receives technical information such as your IP address and browser details to tell people from bots. This is based on our legitimate interest in keeping the site secure, and is subject to Google's Privacy Policy and Terms of Service.
• IT, hosting and email service providers who help us run this website.

We do not sell your personal information to third parties.

5. International transfers

Some of the third parties above (including Google) may process information outside the UK. Where this happens, we rely on appropriate safeguards, such as Standard Contractual Clauses, to protect your information in line with UK data protection law.

6. Cookies

We use two kinds of cookies and similar technologies:

• Strictly necessary cookies and security tools — including Google reCAPTCHA, which loads only when you start using a form and is needed to keep those forms secure. To remember what's in your basket and keep you signed in through checkout. These don't require consent under UK cookie law (PECR), and you can't opt out of them without breaking basket/checkout functionality.
• Analytics cookies (Google Analytics) — we use Google Analytics on every visit to understand how visitors use the site (pages viewed, general location, device type) so we can improve it. We do not show a cookie banner and analytics is on by default. You can stop it at any time by blocking cookies in your browser settings, using a tracking-protection browser or extension, or installing Google's Analytics opt-out browser add-on. We do not use any advertising, remarketing or cross-site tracking cookies (for example, Google Ads or Meta Pixel), and we have switched Google's advertising features off. If that changes in future, we'll update this policy and ask for consent before any are set.

Measuring how the site is used. We also measure, on our own server, which buttons and links are clicked, how far pages are scrolled, which page a visit ends on and which checkout field was reached before someone left. We never record what you type into a form, and we do not store your IP address or browser details with this information. During a visit these events are linked by a random code held in your browser tab only (not a cookie; it disappears when you close the tab), so we can see the order in which pages were visited. We use it to find and fix problems, and keep it for up to 180 days. Separately, to slow down spam and abuse, our forms keep a visitor's IP address for a few days to count how many times a form has been used.

You can block cookies entirely through your browser settings, though doing so may stop the basket and checkout from working correctly.

Separately, if you tick the marketing opt-in box at checkout, that's a distinct consent for us to email you — not a cookie — and you can withdraw it at any time (see Section 8).

7. How long we keep your information

We keep order and account information for as long as needed for the purposes described above, including to meet our legal and accounting obligations — generally up to 6 years for order and financial records. Customer enquiries are kept for up to 2 years, and photos or video uploaded with a refund request for up to 12 months. Marketing preferences are kept until you unsubscribe or ask us to delete them.

8. Your rights

Under UK data protection law, you have the right to:

• Access the personal information we hold about you
• Ask us to correct inaccurate information
• Ask us to delete your information, in certain circumstances
• Object to, or ask us to restrict, certain processing
• Ask for your information in a portable format
• Withdraw consent at any time, where we rely on consent

To exercise any of these rights, contact us using the details in Section 10. You also have the right to complain to the Information Commissioner's Office (ico.org.uk) if you're unhappy with how we've handled your information (helpline 0303 123 1113).

9. Children

Our products are intended for purchase by adults. We do not knowingly collect personal information from children.

10. Contact us

Questions about this policy or your information can be sent to hello@thepawsupport.com, or by post to our registered office address above, for the attention of Data Protection.

11. Changes to this policy

We may update this policy from time to time. The "last updated" date at the top shows when it was last revised. Continuing to use the site after a change means you accept the updated policy.