Privacy Policy

We are committed to keeping your information private. By ‘your information’ we mean any information about you that you or third parties provide to us. 

Our privacy policy explains your statutory rights and how we collect and use your personal data. It describes the processing activities that are carried out by We Love Pets Limited and our franchisees, the purposes for which these activities are performed and the legal basis we rely upon for these processing activities.  

Data Controller 

We Love Pets Limited is the data controller for the processing of your personal information. 

Information we collect. 

We may collect personal information about you when you use our website or mobile app (“online services”), and otherwise interact with us (collectively, “services”). The information we collect falls into three categories: (a) information you provide to us; (b) information we collect through automated methods when you use our services; and (c) information we collect from other sources (see below).   

Generally, you are under no obligation to provide your personal information. However, in certain cases, we may be unable to provide you with our services unless you provide your personal information. 

We may combine the information you provide to us with information that is collected through automated methods, and with information we receive from other sources.  

We collect information you provide to us. 

You may provide the following information to us, depending on how you interact with us: 

personal details, such as your name, postal and email addresses, phone number, birthday information and other contact information, when you register with our online services, log-in or through our online services; 

demographic information such as age or gender; 

transaction information, including information about the products you buy, prices, method of payment and payment details; 

account information, such as your username or password (or anything else that identifies you) used to access our online services or to buy or use our products and services; 

profile information, including products and services you like, or times you prefer to visit us; and 

other personal information you choose to provide us when you interact with us (including through social media). 

We collect information through automated methods. 

We may use automated technology to collect information from your computer system or mobile device when you use our online services. Automated technology may include cookies, local shared objects, and web beacons.  

We may collect information about your: 

internet protocol (IP) address; 

computer or mobile-device operating system and browser type; 

type of mobile device and its settings; 

device identifier for vendors (IDFV); 

unique device identifier (UDID) or mobile equipment identifier (MEID) of your mobile device; 

device and component serial numbers; 

advertising identifiers (for example, an Identifier for Advertising (IDFA) on Apple devices) or similar identifiers; 

referring webpage (a page that has led you to ours) or application; 

online activity on other websites, applications or social media; 

activity related to how you use our online services, such as the pages you visit on our websites or in our mobile apps. 

Our online services may collect information about the exact location of your mobile device or computer using geolocation and technology such as GPS, Wi-Fi, Bluetooth, or cell tower proximity.  For most mobile devices and computer systems, you can disable the collection of this information by using the device or web-browser settings.  If you have any questions about how to prevent us from collecting exact information about your location, we recommend you contact your mobile-device service provider, the device manufacturer, or your web-browser provider.  Some online services may not work properly without information about your location.  

We collect information from other sources. 

We may collect information about you from our business partners and vendors (e.g. data providers, or payment processors) or from public sources (e.g., your public social media posts). 

How we use the information we collect. 

We use the information we collect for the following purposes: 

to provide our products and services and contract with you, including payment processing and customer support; 

to manage our relationship with you, including feedback management and customer surveys; 

to personalize and improve our products and services and your overall customer experience, in particular by improving our existing technologies and developing new products and services. 

to provide you with general and personalized electronic and non-electronic direct marketing information and support our targeted advertising initiatives concerning our products and services;  

business analytics, including consumer and operations research, to assess the effectiveness of our sales, online service, marketing, and advertising, and to analyse market trends and (future) customer demand; 

to ensure the security of our online services, including the detection, prevention, and investigation of attacks; 

to protect against, identify and prevent fraud and other crime, claims and other liabilities; 

to protect the rights, safety, health, and security of our customers, our employees, our franchisees, and the general public; 

to anonymize your information for further internal and external use in a manner that does not identify you; 

to comply with legal obligations and our Business Conduct Standards; and 

to establish, exercise or defend a legal claim. 

We may use the information we collect about you in other ways, which we will tell you about at the time we collect it or before we begin using it for those other purposes. 

If we are established in the EU or the European Economic Area (“EEA”) or are otherwise subject to the General Data Protection Regulation (“GDPR”), we process your personal information on the basis of: 

the necessity to perform a contract we have concluded with you or the necessity to take steps at your request prior to entering into such a contract (Article 6(1)(b) GDPR); 

our prevailing legitimate interest to personalize and improve your overall customer experience and achieve the purposes set out above (Article 6(1)(f) GDPR); 

the necessity to comply with legal obligations to which we are subject (Article 6(1)(c) GDPR); or in some cases, 

your consent for which we may ask you in a separate process (Article 6(1)(a) GDPR). 

How We Share the Information We Collect. 

We do not sell your personal information and only share your information as described in this Privacy Statement or as otherwise communicated to you at the time we collect your information. 

Please note that some US state statutes may define a “sale” to include sharing of personal information with third parties for valuable consideration.  Many companies have common arrangements with online advertising networks and analytics companies that may potentially be considered sales under these definitions.  Please reference our Additional Notice for California Consumers in the US Country Specific Addendum (below) for more information. 

We may share your personal information with: 

members of the Real Good Group: Consisting of We Love Pets Limited, Novabright Training Limited (click here to view Novabright’s Privacy Policy); 

vendors who help us operate our business (including information technology service providers and marketing agencies that we use as well as those who use the information to detect or prevent fraud for us, and who may use the information to provide fraud detection and prevention services to others); 

public authorities and courts; 

buyers or other parties involved in a corporate transaction if we decide to sell or transfer all or part of our business; 

our professional advisers such as our legal representatives, auditors and insurance brokers; and 

business partners if they are involved in your customer experience, including product or service delivery. 

Your Choices and Rights 

You have certain rights in relation to the personal data we hold about you. In connection with these rights, you may: 

Withdraw this consent at any time, where we rely on your consent as a basis for processing your personal information. The withdrawal of the consent shall not affect the lawfulness of the processing that took place based on your consent before its withdrawal; 

Request access to your personal information and obtain a copy of it; 

Obtain your personal information in a structured, commonly used and machine-readable format and request us to transmit it directly to another company in case your personal information is processed based on your prior consent, or required for the performance of a contract; 

Have your personal information corrected when it is inaccurate or incomplete; 

Object on grounds relating to your particular situation to our processing of your personal information based on our legitimate business interest, including profiling, and to the sending of marketing communications; 

Have your personal information erased, including any links to, copy or replication of such information, in certain circumstances, such as where we no longer need it or if you withdraw your consent (where applicable); and 

Obtain the restriction of the processing while we are processing your request or challenge the accuracy of your personal information or the lawfulness of the processing of your personal information and our legitimate interests to process this information, or if you need the personal information for litigation purposes. 

You may exercise these rights free of charge by. However, subject to the applicable law, We Love Pets Limited may charge a reasonable fee or refuse to act on a request if it is manifestly unfounded or excessive, for example if the same request is made repetitively. In some situations, We Love Pets Limited may refuse to act or impose limitations on the information disclosed if, for instance, the disclosure is likely to adversely affect the rights and freedoms of others, prejudice the execution or enforcement of the law, or interfere with pending or future litigation. 

You also have the right to lodge a complaint about our processing of your personal information with the Information Commissioner’s Office, which is the Supervisory Authority in the UK. Contact details are as follows: https://ico.org.uk/concerns/ or 0303 123 1113 or [email protected]   

Marketing Communications 

If you are subscribed to our marketing communications, you can later opt out by following the opt-out instructions in the marketing communications we send you. You can also generally find your communication preferences with instructions on how to opt out in the profile section of the online services that you use. You may also have the ability to change your communication preferences using your device settings. You can also opt out by contacting us at our Data Protection Office using the contact information provided below.  

If you do opt out of receiving marketing communications from us, we may still send communications to you about your transactions, any accounts you have with us, and any contests, competitions, prize draws or sweepstakes you have entered. Opting out of one form of communication does not mean you have opted out of other forms as well. For example, if you opt out of receiving marketing emails, you may still receive marketing text messages if you have opted in to receiving them. 

We do not share personal information with third parties for their own direct marketing purposes, unless you give us permission to do so. When we give you notice, and you consent, we will share your personal information as you direct us to. 

Children’s Privacy 

Our policy is to not collect personal information from any child unless data is needed for a specific activity or as a result of exceptional circumstances, in which event we will ensure that the child’s parent or guardian has first provided us with written consent to that specific activity or that we have another lawful basis for collecting the personal information. 

Use of Our Online Services and Other Technology 

We and our vendors may use cookies, web beacons and other similar technologies on our online services and in other areas related to our business, such as online advertising, to collect information and provide you with the services or products that you have requested. 

Cookies and other technologies  

A “cookie” is a small text file that is placed onto an Internet user’s web browser or device and is used to remember and/or obtain information about the user. 

A “web beacon” is a small object or image that is embedded into a web page, application, or email and is used to track activity. They are also sometimes referred to as pixels and tags. 

Please note the following: 

You might be assigned a cookie when using our online services. 

We offer certain features that are available only through the use of cookies and other similar technologies. 

We may use both session (for the duration of your visit) and persistent (for the duration of a fixed period of time) cookies and other tracking technologies. 

Our online services and other areas related to our business may have web beacons. 

Both we and selected third parties may use these technologies to collect information about your online activities, over time and across third-party websites and devices, and when using our online services to further personalize your experience with us. 

Use the options in your web browser if you do not wish to receive a cookie or if you wish to set your browser to notify you when you receive a cookie. Click on the “Help” section of your browser to learn how to change your cookie preferences. If you disable all cookies, you may not be able to take advantage of all the features available on a website. 

Some newer web browsers may have a “Do Not Track” preference that transmits a “Do Not Track” header to the websites you visit with information indicating that you do not want your activity to be tracked. McDonald’s does not currently take actions to respond to Do Not Track signals because a uniform technological standard has not yet been developed. We continue to review new technologies and may adopt a standard once one is created. 

More information regarding how cookies and related technologies are used in a country in which you are a customer may be available in the country-specific addendum or a cookie preferences section of the online service. 

Targeted advertising 

When you use our online services, we may collect information about your activities so that we can provide you with advertising tailored to your interests. 

You can opt out of targeted advertising. If you choose to opt out, you will continue to receive advertisements, but they will not be tailored to your interests. Please refer to the country-specific addendum or a cookie preferences section of the online service for further information on your choices concerning target advertising. Moreover, depending on the type and version of the operating system of your mobile device, you may also be asked whether to enable targeted advertising. 

Links to Other Websites and Social Media 

Our online services may offer links to websites that are not run by us but by third parties. If you visit one of these linked websites, you should read the website’s privacy policy, terms and conditions, and their other policies. We are not responsible for the policies and practices of third parties. Any information you give to those organisations is dealt with under their privacy policy, terms and conditions, and other policies. 

We may also have providers of other apps, tools, widgets and plug-ins (“Plug-Ins”) on our online services, such as Facebook “Like” buttons, which may also use automated methods to collect information about how you use these features. These organizations may use your information in line with their own privacy policies. Please see the country-specific addendum for further information on your choices concerning such Plug-Ins. 

Information Security 

We are committed to taking appropriate measures designed to keep your personal information secure. Our technical, organisational and physical measures are designed to protect personal information from accidental, unlawful or unauthorized loss, access, disclosure, use, alteration, or destruction. While we make efforts to protect our information systems, no website, mobile application, computer system, or transmission of information over the internet or any other public network can be guaranteed to be 100% secure. 


We keep your information for the length of time needed to carry out the purposes outlined in this Privacy Statement and to adhere to our policies on keeping records (unless a longer period is needed by law). Our records policies reflect applicable laws. We will retain and use your information to the extent necessary to manage your relationship with us, personalize and improve your overall customer experience, and to comply with our legal obligations (for example, if we are required to retain your information to comply with applicable tax/revenue laws), resolve disputes, enforce our agreements, and as otherwise described in this Statement. 

International Data Transfers 

We may transfer your personal information to countries that do not have laws which adequately protect your personal information. In such cases, we take measures (such as standard data protection clauses) to ensure that your personal information receives adequate protection. If you have any questions about these measures or if you want to obtain a copy of the standard contractual clauses, we use to safeguard personal information we transfer, please contact us using the contact information provided below.   

Changes To Our Privacy Statement 

This Privacy Statement is in effect as of the date noted at the top of the statement.  We may change this Privacy Statement from time to time.  If we do, we will post the revised version here and change the “last updated date” (the date it applies from) at the top of the statement and/or contact you directly where we deem appropriate to do so under applicable law.  You should check here regularly for the most up-to-date version of the statement. 

How To Contact Us 

If you have data protection questions specific to We Love Pets Limited, you can contact us at: 

[email protected]  

Alternatively, you can write to us at: 

Data Protection Officer 

We Love Pets Ltd., The Wherry, Quay St, Halesworth IP19 8ET United Kingdom