Hoppy Pets Privacy Policy
Last updated: 23 August 2026
Hoppy Pets Ltd respects your privacy and is committed to protecting your personal information. This privacy policy explains what information we collect, how and why we use it, who we may share it with, how long we keep it and the rights you have under UK data protection law.
Hoppy Pets Ltd is the data controller responsible for the personal information described in this policy.
Hoppy Pets Ltd
Company number: 14411573
Registered office: Units 18 & 19, Block B, Cholderton Road, Grateley, Andover, England, SP11 8SH
Email: info@hoppypets.co.uk
Why We Use Your Information
We only use personal information when we have a lawful reason to do so. Depending on how you interact with Hoppy Pets, we may use your information:
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To process and deliver your order, take payment, arrange collection, manage returns or refunds and send you updates about your order. Our lawful basis is the performance of our contract with you.
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To respond to questions, provide customer support and resolve problems or complaints. Our lawful basis is the performance of our contract with you or our legitimate interest in providing good customer service.
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To create and manage your customer account and any rewards or saved features you choose to use. Our lawful basis is the performance of our contract with you.
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To send you news, offers or other marketing messages where you have agreed to receive them, or where we are otherwise permitted to do so by law. You can unsubscribe at any time. Our lawful basis is consent or legitimate interests, as applicable.
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To operate, protect and improve our website, understand how it is used, prevent fraud and keep our business and customers secure. Our lawful basis is our legitimate interests and, where required for non-essential cookies, your consent.
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To maintain business, transaction and financial records and comply with tax, accounting and other legal requirements. Our lawful basis is compliance with a legal obligation.
How Hoppy Pets Collects Information
We collect personal information in the following ways:
Information you provide directly
You provide information to us when you:
• Place an order or arrange a collection or delivery
• Create or use a customer account or rewards account
• Contact us with a question, request or complaint
• Subscribe to our emails or other marketing
• Leave a product review
• Enter a competition or take part in a promotion
Information collected automatically
When you visit our website, certain technical information may be collected automatically. This can include your IP address, device and browser type, pages viewed, website interactions and session information. Some of this information is collected through cookies and similar technologies. Where required, non-essential cookies are only used with your consent.
Information received from service providers
We may receive information from companies that help us operate our website and fulfil orders, including Wix, payment providers, delivery companies and services used for email, reviews and website analytics.
Online payments are processed securely by the relevant payment provider. Hoppy Pets does not receive or store your full payment-card number or card security code. Customer account passwords are managed securely through the website platform and are not visible to Hoppy Pets.
Who We Share Your Information With
We do not sell or rent your personal information.
We only share personal information where it is necessary to operate our business, fulfil your order, provide services you have requested or meet our legal obligations. This may include sharing information with:
• Wix and its associated applications, which host our website and help us manage orders, customer accounts, reviews, emails and other website services.
• Payment providers and digital wallet services used to process payments securely. The provider used will depend on the payment method you select at checkout.
• Delivery and fulfilment providers, including Royal Mail, Parcelforce, ShipStation and other couriers we may use for larger orders. We may provide your name, delivery address, email address, telephone number and relevant order information so that your parcel can be delivered and tracking updates can be supplied.
• Providers that help us send emails, manage reviews, analyse website performance, prevent fraud or maintain the security of our website.
• Professional advisers, insurers, accountants, HM Revenue & Customs, regulators, law-enforcement bodies or other authorities where disclosure is required by law or reasonably necessary to protect our business, customers or legal rights.
We require service providers to handle personal information securely and only for the purpose for which it has been supplied.
Some service providers may process information outside the United Kingdom. Where this happens, we take steps to ensure that appropriate legal safeguards are in place, such as UK adequacy regulations or approved contractual protections. You can contact us for further information about these safeguards.
Withdrawing Your Consent
Where we rely on your consent to use personal information, you can withdraw that consent at any time.
You can stop receiving marketing emails by clicking the unsubscribe link included in any marketing email, or by contacting us at info@hoppypets.co.uk.
You can also review or change your consent to non-essential cookies using the cookie settings available on our website.
Withdrawing your consent will not affect information that was processed before your consent was withdrawn. It will also not prevent us from using information where it is necessary to fulfil an order, comply with a legal obligation or protect our legitimate interests.
If you unsubscribe from marketing, we may still contact you with essential information about an order, payment, collection, delivery or customer-service request.
How Long We Keep Your Information
Your Data Protection RIghts and How to Contact Us
Under UK data protection law, you may have the right to:
• Ask for a copy of the personal information we hold about you.
• Ask us to correct information that is inaccurate or incomplete.
• Ask us to delete your personal information in certain circumstances.
• Ask us to restrict how we use your personal information.
• Object to certain uses of your personal information, including direct marketing.
• Ask us to transfer information you provided to us to you or another organisation, where applicable.
• Withdraw your consent at any time where we rely on consent to use your information.
These rights are not always absolute and may depend on the circumstances. We will explain if a particular right does not apply to your request.
To ask a question, make a complaint or exercise any of your data protection rights, please contact:
Hoppy Pets Ltd
Email: info@hoppypets.co.uk
Registered office: Units 18 & 19, Block B, Cholderton Road, Grateley, Andover, England, SP11 8SH
Company number: 14411573
We may ask for reasonable information to confirm your identity before responding. There is normally no charge for exercising your rights, and we aim to respond within one month.
If you are unhappy with how we have handled your personal information, please contact us first so that we can try to resolve your concern. You also have the right to complain to the Information Commissioner’s Office:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Telephone: 0303 123 1113
Website: www.ico.org.uk/make-a-complaint
Changes to This Privacy Policy
We regularly review this Privacy Policy to ensure that it remains accurate and reflects how we use personal information.
We may update this policy when our services, legal obligations or the way we process personal information change. The “Last updated” date at the top of this page will show when the policy was most recently revised.
If we make an important change that could materially affect your privacy rights, we will take reasonable steps to bring it to your attention, such as through a notice on our website or by email where appropriate.
We keep personal information only for as long as it is reasonably needed for the purposes described in this policy, or for as long as required by law.
Order, transaction, payment, delivery and accounting records are normally kept for six years from the end of the company financial year to which they relate. This enables us to meet our tax, accounting and legal obligations.
Account information is generally kept while your account remains active and for a reasonable period afterwards. Marketing information is kept until you unsubscribe, withdraw your consent or we determine that it is no longer required.
Customer service correspondence, product reviews and other information are kept only for as long as reasonably necessary for the purpose for which they were collected. Cookie and website analytics information is retained according to the relevant cookie settings and service-provider retention periods.
We may keep information for longer where necessary to resolve a complaint, establish or defend a legal claim, prevent fraud or comply with another legal obligation.
When personal information is no longer required, we will delete it, anonymise it or ensure that it is securely disposed of.