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 — processed directly by our payment provider, Stripe. We do not see or store your full card number, expiry date or security code.
• Quiz answers — if you use our "Find Your Dog's Match" quiz, we may store the answers you give about your dog (such as size, age and mobility concerns), so we can improve our recommendations and, where you've asked us to, follow up with relevant advice.
• 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 or through the site, we keep a record of that conversation.

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:

• Stripe, our payment processor, to take payment for your order securely.
• Delivery couriers, to get your order to you.
• Our fulfilment and supplier partners, where a product is shipped directly from a supplier rather than our own stock.
• 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 Stripe) 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 only use cookies that are strictly necessary to run the site — to remember what's in your basket, keep you signed in through checkout, and record how you first found us so we know which of our own marketing is working. We don't use Google Analytics, advertising cookies, or any third-party tracking or retargeting scripts, so under UK cookie law (PECR) a consent banner isn't required for this — strictly necessary cookies like a shopping basket are specifically exempted. You can still block or delete cookies at any time 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 7 years for financial records. 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.

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.