Privacy policy

Privacy Policy

Overview

TrueMate Pet operates this store and website to provide you with a curated shopping experience (the "Services"). Our Services are powered by Shopify. This Privacy Policy describes how we collect, use, and disclose your personal information when you visit, use, or make a purchase through the Services, or otherwise communicate with us.

Please read this Privacy Policy carefully. By using our Services, you acknowledge that you have read and understood how we collect and handle your information as described here.

Personal Information We Collect

Depending on how you interact with us, we may collect:

  • Contact details — name, address, billing/shipping address, phone number, email
  • Financial information — payment card details, transaction information, payment confirmation
  • Account information — username, password, security questions, preferences
  • Transaction information — items viewed, added to cart, purchased, returned, or cancelled
  • Communications — information you include when contacting our support team
  • Device information — browser, IP address, network connection, unique identifiers
  • Usage information — how and when you interact with our Services

Where We Collect It From

  • Directly from you when you create an account, make a purchase, or contact us
  • Automatically through your device when you use our Services, via cookies and similar technologies
  • From service providers who process information on our behalf
  • From partners or other third parties

How We Use Your Information

  • To provide and improve the Services — process orders, payments, returns, account management, shipping, and personalised shopping experiences
  • Marketing and advertising — promotional emails, ads, and product recommendations based on your activity
  • Security and fraud prevention — account authentication, detecting and preventing fraudulent or malicious activity
  • Customer support — responding to enquiries and maintaining our relationship with you
  • Legal compliance — complying with applicable laws and responding to valid legal requests

How We Share Your Information

We may share your information with:

  • Shopify and third-party service providers (payment processing, shipping, data analytics, cloud storage, customer support)
  • Business and marketing partners for advertising purposes — you may have the right to opt out of targeted advertising based on your online activity
  • Third parties when you direct or consent to it (e.g. social media integrations)
  • Our affiliates or corporate group
  • Third parties in connection with a business transaction, legal obligation, or to protect our rights and those of our users

Our Relationship with Shopify

Our Services are hosted by Shopify, which collects and processes personal information to provide and improve the Services. Information you submit may be shared with Shopify and third parties in other countries. Shopify is responsible for processing your personal information in connection with its enhanced features. To learn more, visit the Shopify Consumer Privacy Policy or the Shopify Privacy Portal.

Third-Party Links

Our website may link to third-party platforms. We're not responsible for their privacy or security practices. Any information you share on public or third-party platforms may be visible to others beyond our control.

Children's Privacy

Our Services are not intended for children under the age of majority in their jurisdiction. We do not knowingly collect personal information from children. If you believe a child has provided us with their information, please contact us and we'll delete it promptly.

Security and Retention

We take reasonable measures to protect your information, but no system is completely secure. How long we retain your data depends on factors such as your account status, legal obligations, and dispute resolution requirements.

Your Rights

Depending on where you live, you may have the right to:

  • Access — request a copy of the personal information we hold about you
  • Delete — request deletion of your personal information
  • Correct — request corrections to inaccurate information
  • Portability — receive and transfer a copy of your data
  • Opt out of marketing — unsubscribe from promotional emails at any time via the unsubscribe link in our emails

To exercise any of these rights, contact us at contact@truematepet.com or visit the Shopify Privacy Portal. We will not discriminate against you for exercising your rights.

International Transfers

Your information may be transferred, stored, and processed outside your country of residence. Where required, we rely on recognised transfer mechanisms such as Standard Contractual Clauses or equivalent safeguards.

Complaints

If you have concerns about how we handle your information, contact us directly. You may also have the right to lodge a complaint with your local data protection authority.

Changes to This Policy

We may update this Privacy Policy from time to time. Changes will be posted on this page with an updated date. We'll provide notice as required by applicable law.

Contact

For any privacy-related questions or to exercise your rights, email us at contact@truematepet.com.