Privacy Policy

Privacy Policy

Pets.com

If you order something, we need your details to make sure we can deliver your order. But we always handle your personal data with care. We take care of it and keep it safe. We would like to tell you here what we do with your personal data and why we need them. If you have any questions after reading our privacy policy, please feel free to contact our customer service.

This privacy policy may change from time to time as new developments give rise to it. The most recent privacy policy can be found at www.huisdieren.nl. We recommend that you consult this privacy policy regularly in order to keep abreast of any changes. You will always see the latest date of amendment.

This Privacy Policy was last amended on 01 January 2020.

Table of contents:

Who is responsible for processing my personal data?

Huisdieren B.V. ("Huisdieren.nl"), located on Fred. Roeskestraat 115, 1076 EE Amsterdam, is the data controller as described in this privacy policy.

When does this privacy policy apply?

This privacy policy applies to all personal data Huisdieren.nl processes of anyone who ever has (had) contact with Huisdieren.nl, such as our visitors, customers and business contacts, on all domains related to Huisdieren.nl.

What is personal data?

Personal data is any data that can be traced back to you as an individual. Think of your name, phone number, address or email address. But also information such as your IP address or Huisdieren.nl customer number are personal data. And other information that is unique to you, such as your order history or browsing habits.

Whom do we process personal data from and how do we obtain this data?

We process the personal data of anyone who has (had) direct or indirect contact with Huisdieren.nl, such as (business) customers and contacts of partners.

We receive the data directly from you when you visit our website, create an account and enter certain data or when you contact our customer service.

In some cases we receive your data from others. When someone sends a gift directly to you, we receive your name and address details. We may also receive information from other parties, but only if you have given them permission to provide us with certain information.

What data do we process from you, what do we use it for and how long is it stored?

Data for processing your order

If you order something, we need certain information from you to be able to deliver your order and to keep you informed about your order. We also need this information for any returns or repairs.

For this purpose, we collect your name, e-mail address, delivery address(es), payment details and telephone number.

The data is needed to perform the contract you have concluded with us (or with one of our sales partners). By law, we must keep the data relating to your order for 7 years.

Information in your account

In your personal account we store the following data: your name, address(es) (of delivery and residence), phone number, e-mail address, date of birth (if you have specified it), payment details, name of pet(s), date of birth of pet(s) (if you have specified it), gift vouchers and gift cards.

In your account, we also store your order history including chosen delivery options, including digital items and subscriptions you have purchased.

In addition, we store in your account the interests you specified, namely your wish list, any linked Huisdieren.nl apps and your email and personalization preferences.

It is our customer promise to make our customers' lives easier and more fun. Therefore, we keep the data in your account as long as you are an active customer with us. If you have not logged in with us for 7 years, we will delete all your data. At any time you can request to have your data deleted from your account.

Details of your contact with the customer service

You can contact customer service 24/7. You can e-mail or chat with us, or send us a message via social media, such as Facebook and Instagram. We use the information stored in your account to contact you in response to your question or complaint to us.

We can help you faster the next time by saving your data. The notes on customer contact with us and with our sales partners will therefore be stored as long as you are an active customer of ours.

If you send us a private message via Facebook or Instagram, the messages will be kept by us for a maximum of 6 months, or shorter if you delete the message yourself earlier.

Data for an optimal shopping experience

There are many items in our shop. We would therefore like to help you find what you are looking for among all these items.

First we make sure our website (or app) works properly so you can shop optimally. To do this, when you visit Huisdieren.nl we collect your IP address, information about your internet browser, any language settings and information about the settings of the operating system of the computer or mobile device you are visiting us with.

We also make sure Huisdieren.nl is as relevant as possible by tailoring our shop to your personal preferences. To do this, we collect your search, click and purchase behaviour on Huisdieren.nl. We use this data to map out generic customer patterns so we can target them on an individual level. This is not about the knowledge of individual customers. It is our customer promise to make our customers' lives easier and more fun. This is why we keep this data for as long as you are an active customer with us. If you have not logged in with us for 7 years, we will delete all your data. If you want to know more about this and change your preferences, please refer to your account.

Improving the shopping experience based on general information and sales statistics

When you look at an article on Huisdieren.nl, you will also see other articles that we recommend (for example under the heading "Continue reading" or "Others also viewed"). These recommendations are based on the article or category you are currently looking at. Based on statistics, we know that customers who bought that item were also interested in the other items. These recommendations are not personalised: everyone who looks at that article will see the same recommendations. If you search for a certain pet food, everyone sees the same similar pet food. Or we show you what other users searched for, based on your search. This form of enhancing your shopping experience can also be seen in a physical shop. For example, items of the same type or that belong together are usually displayed together. And the salesperson also knows what is popular and what other customers bought when they came to the shop with the same question.

Personalisation based on your account information and search, surfing and purchase history at Huisdieren.nl

If we know who you are (you will see your name at the top of the homepage), we can make the shop even more personal for you. Just like in your favourite physical shop. The shop assistant knows you and can make good recommendations based on your previous purchases and interests.

Just like that shop assistant, we too make recommendations. We look at what you have searched for or bought from us before, what is on your wish list and what interests you have shown by looking at certain items in our shop. So the book you just bought will not be given as a reading recommendation. We do this on the basis of your surfing, searching and purchasing behaviour. We do not look back more than two years. We collect this data using cookie technology, your IP address and the unique number that is linked to the mobile device you use to surf the Internet.

What we do not do is use this information to show you different prices to other customers when you visit Huisdieren.nl. It may happen that when you visit us again we have adjusted the price of some products and prices may differ.

We have an interest in using this personalisation to make your life easier and our shop better. You'll find what you're looking for faster and won't be bothered with articles and categories that aren't relevant to you. If you don't like personalised recommendations, you can turn them off in your account.

Self-set preferences

There are several places where you can indicate your preferences to us. For example, you can request to be kept informed about something or put items on your wish list. You can also pre-register for a new release of a game, for example. You can disable these preferences at any time.

Data for marketing

Personalised e-mails

We regularly have offers, special promotions and news we would like to share with you. We like to share them via e-mail. If you have an account with us and have placed one or more orders, we will email you suggestions, information about our products and services based on your purchases and review requests. If you give us permission, we may also email you other information, such as the daily offer, general promotions or personal recommendations and information. These personal recommendations are based on your purchases and browsing history up to 2 years ago in order to make the content of the email more interesting for you. If you prefer not to receive this kind of information, you can immediately unsubscribe from newsletters in your account.

Personalised advertisements

We, our ad networks and media agencies may show you ads on Huisdieren.nl and other websites. This is based on your previous visits to our websites and the websites of third parties. Your surfing, searching and buying behaviour is collected based on cookie techniques, your IP-address and the advertisement number that is linked to the device you are using. We only do this if you have given us permission to place cookies. Cookies have a limited retention period and this differs for each cookie. Learn more about cookies and how to set your cookie preferences.

Data from customer surveys

We are constantly improving our services to better meet the needs of our customers. Therefore, we may use your data (customer ID, e-mail address and/or telephone number) to invite you to participate in a customer or market survey, without any obligation on your part. In this way, you help our shop to become even better.

Participation in a customer or market survey is entirely voluntary. You decide whether you want to participate in the survey. How long your data linked to the results of the customer or market survey are kept varies per survey. We delete all data that can be traced back to you as soon as the survey has been completed.

Data for reviews & Q&A

We love reviews. And so do our customers. Because reviews help you find what you're looking for.

When you write a review, you choose whether your personal details or your name are visible to other visitors. You can also use an alias. You can also indicate whether you want us to contact you about your review.

We only post reviews with your consent. Because reviews are valuable to customers for a long time, we keep a review until you ask us to remove it or until the review is removed by us according to the review conditions.

Data for competitions and promotions

If you take part in a promotion or competition, we will ask you for information such as your name, address and/or e-mail address. We need these details to be able to perform the action and to announce the prize winner(s).

We collect this data with your consent. The terms and conditions of the relevant competition or promotional activity will tell you exactly how your data is used and how long we retain it.

Data for combating fraud

Security incidents and fraud are not something anyone can expect, including us. That is why we use personal data (including IP addresses and search, surf and purchase behaviour) to investigate, prevent and counter unauthorised access and fraud. To this end, we may also use the services of external service providers.

Pay afterwards

If you purchase items that you do not wish to pay for immediately, we may check your creditworthiness. We may use external agencies to do this. This is also stated in our General Terms and Conditions (Article 5(4)).

Social media

If you use social media like Facebook, you can use the 'like and share' buttons on Huisdieren.nl to share articles you like, use or find useful with your friends on your social media account. Huisdieren.nl has no access to your social media account. We recommend you to read the privacy policies of the social media parties where you have an account, so you know how your data is used and how you can adjust your settings.

Data for use of the Google Assistant

If you use the Google Assistant you can interact with Huisdieren.nl through the Google Assistant. You can ask us to find a gift for you, put an item on your wish list or ask us where your order is.

In order to answer the questions you ask, we receive certain information from Google. When you initiate an interaction with Google, we know your Google Session ID, the text of the interaction (for example, the question you ask), the date and time of your previous interaction with us, and the country and language you choose. In some cases, we will ask if we can send you something at the email address you have associated with the Google Assistant. We will only send something if you have given us permission to do so.

For us, interactions cannot be traced back to you as a customer. We also do not have the audio files of the interactions.

When you link the Google Assistant to your Pets.com account, we receive a token with every interaction which allows us to retrieve the requested information from your account. You can always unlink the Google Assistant. We store your interaction but it is not linked to your account if you have linked your account.

Finally, we use aggregate data for statistics on the use of the Pets.com application by Google Assistant users. By measuring this we can continue to improve our Google Assistant applications to the benefit of Google Assistant users.

We receive your data with your consent when you use the Google Assistant and need this data for the interaction to take place. For example, we need your question in order to be able to answer it. In addition, we use the data to see if the user has already interacted with Huisdieren.nl via Google Assistant. This allows us to adjust the welcome message.

We keep all interactions for 1 year in order to improve our speech application. In addition, Google provides us with aggregated usage statistics, which can be viewed for 6 months.

Since the interaction takes place via Google, Google is also responsible for your data. The Google Privacy Policy describes how Google collects and uses data about its users and what rights you have. Furthermore, Google has more specific information about what data you as a user of the Google Assistant share with Google and how you can delete this data.

With whom will your data be shared?

Sales partners

When you place an order with one of our retailers through Huisdieren.nl, the retailer will receive your name and delivery address. This information is necessary for the partner to execute the agreement you entered into. If this is necessary for the delivery, e.g. to make an appointment for delivery, the partner in question will also receive your telephone number. If you request a VAT invoice from a merchant account, the merchant receives your company name, business address, Chamber of Commerce number and order number.

If you contact our customer service in connection with an order from one of our sales partners, we may forward your question or complaint to the sales partner for handling.

Distribution and logistics partners

In order to process your order, we work together with distribution partners as to be determined. These parties receive your customer number, order number, name and delivery address to ensure that they can process your package correctly.

We also work with various logistics partners such as PostNL. Our logistics partners receive your name and delivery address from us. They need this information to deliver your package to your chosen address.

Other external service providers

We also engage other external service providers to help with various things. Sometimes they will also need personal data for this purpose. We only share the data that is necessary for the task the external service provider is performing for us. We do not sell your data to these service providers or other third parties. And with all external service providers, we sign agreements in which we agree on what they are allowed to do with the data.

The type of work that our external service providers perform for us is:

  • Supporting the delivery of our digital services such as hosting, maintenance and support of our websites and applications;
  • Supporting our customer service;
  • Supporting our advertising and marketing campaigns;
  • Supporting customer research and obtaining ratings and reviews;
  • the provision of financial services, such as payment services, debt collection agencies and credit reference agencies.

The government

Sometimes we have to pass on personal data to the authorities. This can happen first of all when certain government institutions need these data for the execution of their tasks, such as the tax authorities. The police or judicial authorities may also need certain data in the case of fraud or abuse. Finally, certain supervisory authorities may gain access to personal data in the context of an investigation.

Only at your request: with other companies

If you want, we also give your personal information to other companies, for example if one of our commercial partners has an offer for customers of Huisdieren.nl. We do this only with your explicit consent.

How do we handle data of our private and business sales partners?

We treat the data of our private and business sales partners with the same care as we do our customers. Therefore, this privacy policy also applies to our sales partners.

When you sell via our platform as a private sales partner, in addition to the contact details you enter in your sales account (your name, your home address, your telephone number and your bank account number), we also store your shop name (this can be your own name or an alias chosen by you) and the description you give of your shop.

When you sell via our platform as a business sales partner, we store the contact details you enter in your sales account (the name of your company, the name of your company's contact person, email address, your contact address (and any other addresses), payment details and your telephone number) as well as your Chamber of Commerce number and your VAT number. If you use the Seller API, we also store the name, email address and telephone number of the party providing the connection.

We will retain the data from your sales account for as long as you are an active seller with us. After that, we will delete your data, except for the data that we must or may retain by law. Tax law requires us to keep certain data for a minimum of 7 years.

Where do we store your data?

We store your data within the European Economic Area ("EEA"). However, there may be times when some of the data we collect is transferred to, or stored at, a destination outside the EEA, for example, because one of our third party service providers is based there. Where this occurs, we will ensure that it is done in a secure and lawful manner.

How is your data protected?

Huisdieren.nl takes many measures to protect your personal data. Both in organizational and technical terms. We have a group of in-house specialists who work daily to secure our systems and look for vulnerabilities. With strict access control, we ensure that your personal data is only accessible to employees for whom it is necessary that they work. In addition, we regularly have our security at Huisdieren.nl tested by external experts. Do we give your information to someone else? Then we require that they are just as careful with your information as we are. Should you feel that this is not happening, please let us know through our customer service.

How do we handle children's data?

Our service is not aimed at children. This means that the use of Huisdieren.nl by customers under 18 years of age is only permitted with the express permission of a parent or guardian.

What rights do you have regarding your data?

Right to information

You have the right to an understandable and transparent explanation of how we handle your personal data and what rights you can exercise in this respect. In this privacy policy, we have therefore explained in detail which data of yours we collect and how we deal with your data.

Right of inspection

You have the right to ask us at any time to inspect the data we have on you. You can request this in your account. We will process your request within 30 days.

Right of rectification

You have the right to have your personal data corrected if they are incorrect or outdated and/or to have them completed if they are incomplete. You can do this 24/7 in your account.

Right to object

You have the right to object to the processing of your data if you do not agree with the way we process your personal data. This right applies to the data we use for direct marketing. For example, you can ask us to stop using your data for personalised recommendations on the website. You can arrange this yourself in your account. In addition, this right also applies to other data that we use based on our legitimate interests. For example, you can choose to have us forget and keep forgetting the data about your surfing and searching behaviour. You can also regulate this yourself in your account. We will process your request within 30 days.

Right to data portability

You have the right to receive data that you have given us in the context of the agreement(s) you have concluded with us in a machine-readable format, so that you can store this data in a database belonging to you or another party. This includes your name, address and place of residence details and order history. We offer you the opportunity to download this data in a machine-readable format into your account.

Right to restriction

You have the right to request the restriction of the processing of your data. This means that we can keep your data but not use it. This right arises in a number of cases. If you believe that this is the case, please contact us via the customer service department.

Right to be forgotten/request to delete account

You have the right to request that we delete all data we hold about you. When you request the deletion of your account, we will delete your personally identifiable information, except for information we are required or permitted to retain by law. We offer you the possibility to make a request in your account.

Right to lodge a complaint

You have the right to complain about the way we handle your data. If you have a complaint, we would prefer to resolve it with you ourselves. To do so, please contact our customer service. However, you also have the right to submit your complaint to the Dutch Data Protection Authority.

Questions?

If you have any questions about how Huisdieren.nl handles personal data, please contact our customer service. We are happy to help.

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