These Terms and Conditions were last updated on the 2nd February 2021
The whole document forms the Terms and Conditions of using our website (the "Website") and purchasing any products from this website
We are confident that you and your dog will like our service, and we occasionally offer promotional offers and discounts to allow new customers to try our tailor-made pet nutrition plan at a discounted price
Discounted offers (inclusive of free offers) are available only once to any one customer, and any free offers are limited to a maximum of one individual dog per household (unless otherwise explicitly specified). Where the promotional
offer is for a trial period of time, there is a maximum of 20 kg of tailor-made food per discounted offer order. We may apply limitations on dog activity levels for discounted offers. Due to the cost of the products, promotional offers and discounts are for limited time periods only, and with a limited number of offers redeemable. In the unfortunate case that we detect any abuse or unfair treatment of an offer or discount, we reserve the right to put user accounts or deliveries on hold, and charge full price for any duplicate deliveries
The terms for offers are specifically detailed below
Introduction
These Terms and Conditions govern you – a customer (potential, past or current) and / or a viewer of the website (“you”, “your”) relationship with Tailsco (trading as Pro Plan Personalised Nutrition), a company incorporated in England, whose registered office for correspondence is at Spencer House, 23 Sheen Rd, Richmond Upon Thames, TW9 1BN, registered company number 08750390, VAT number 173 5091 10, and ICO Registration number: ZA058836 (“Pro Plan Personalised Nutrition”, “Tailsco”, “Us”, “We”, “Our”), your Logged In Pages (the functional areas of the Website, pages at
vet2pet.org or PersonalisedProPlan.org, where you can edit information and add information bespoke to you), all orders and / or subscriptions you make for the Pet / Working Dog products advertised for sale by us (the “Products”) via the website, and all Communications with you (Communications) (including but not limited to emails from us to you, printed material that will accompany your Orders, labelling particulars on the Products)
You should read these Terms and Conditions carefully before using the Website.
By using this site you signify your acceptance of our terms and conditions in return for which we will grant you access to our Website
If you do not agree to these Terms and Conditions please exit our website immediately, do not set up an account and / or enter information and do not order any product from Pro Plan Personalised Nutrition
No changes to these Terms and Conditions are valid or have any effect unless agreed by us in writing. We reserve the right to modify our Terms and Conditions. From time to time we will modify the Terms and Conditions and our updated terms will be displayed on personalisedproplan.co.uk/terms-plan and by continuing to use and access the Website following such changes, you agree to be bound by any variation made by us. It is your responsibility to check these Terms and Conditions from time to time to verify such variations.The Terms and Conditions applicable to your access and use of the Website are the version that is displayed on the website at each date you access the Website. If at any time you do not wish to accept the Terms and Conditions you must not continue to use the website. Your continued use of the website, and your continued subscription after we make any changes constitutes your acceptance of the changes. If you do not agree to the changes, you must cancel your subscription. Details of how to cancel can be found below
Please also refer to our FAQ for additional information
This Website and our Communications are intended for access in the UK. Any users in a jurisdiction where the site’s publication or availability is prohibited must not access the site. Those who access the site do so on their own initiative and are responsible for compliance with local laws where they are applicable
We seek to make the Website as accessible as possible. If you have any difficulties using the Website, please contact us at contact@personalisedproplan.co.uk or via our customer care line on 0800 21 21 61.
Your use of the Website means that you must also comply with our Privacy policy, our Cookie policy and our Online terms and conditions for the supply of goods, where applicable
Electronic communication
When using our website functions (including the consultation feature where you enter details about your pet / working dog) or emailing us you are communicating with us electronically. You consent to receive communications from us electronically. All information, disclosures, notices and agreements we communicate to you via email or via the website are considered in writing
By giving us your email address (by voluntarily creating a user account with us, and / or purchasing products through us) you consent to receiving electronic communication directly from us. This communication can be directly related to your purchase or direct marketing from us
Registration and account management
To purchase any products and to take part in our consultation, we require you to register with us using the process defined on our Website. Registering with us generates a User Account (“User Account”, “Account”, a unique username with associated information) for you and your pet(s). This means you are able to purchase products from us
To register with us, you must be 18 years of age or over on the date of registering
You must ensure that the details you provide us, via any communication (including email) are accurate and complete. You are responsible for ensuring that the data entered by your vet, vet nurse or other veterinary care professional is accurate and complete.
You must promptly inform us of any changes to the information that you provided us with – you can do this quickly and easily by contacting our customer care line on 0800 21 21 61. If your payment details require updating you will need to visit your vet practice to make this change. If we are unable to take payment from your card we are unable to process your order
If you require the changes to take effect prior to your next order please do this within 24 hours of receiving the email informing you your order is about to be prepared.
All personal and payment details are governed by our Privacy Policy
Accounts are non-transferrable and you cannot assign, transfer, trade or sell your Account with Pro Plan Personalised Nutrition to any other party
You can access the specific details regarding your subscription, upcoming order and Pro Plan Personalised Nutrition Plan via our customer care line on 0800 21 21 61, or via our electronic communications.
You agree not to impersonate any other person whilst using our website. You also agree not to conduct yourself in an offensive, illegal, immoral or offensive manner whilst using our website
You may not use our site for illegal purposes or in any way that may damage our name or reputation
We may prevent or suspend your access to the Website if you do not comply with any part of these Terms and Conditions, any terms or policies to which they refer or any applicable law
You are responsible for all purchases made on your Pro Plan Personalised Nutrition Account
Orders and subscription
You must have an Account to purchase any products or make any orders with us
You must also have correct, accurate and valid card details entered on your User Account
When you register an account and place an order with Us, you will automatically be subscribed to a regular order of products, including the Pro Plan Personalised Nutrition Plan, from Pro Plan Personalised Nutrition
The Pro Plan Personalised Nutrition Plan is a tailor-made subscription product based on criteria specified about your pet(s) or working dog(s) by you or on your behalf and accepted by you, by a vet, vet nurse or professional veterinary care team.
The Pro Plan Personalised Nutrition Plan changes over time in content, composition and specific feeding instructions for your pet or working dog based on specific factors (including, but not limited to, their age, breed, activity level, time period covered, data and feedback provided by you and your veterinary team )
The total price paid by you for the Pro Plan Personalised Nutrition Plan is the price of the specific nutrition plan in each specific order calculated on the day
your order is processed, plus VAT where appropriate. This cost breakdown will be displayed on the website prior to you confirming the order. At this point, you can modify your details prior to progressing with the purchase. The total price of your next order is also visible on the electronic communications informing you we are about to prepare your dog’s food
We reserve the right to vary the contents of your order without notice and at our sole discretion
You can manage your future orders with us by contacting our customer care line
Your subscription will remain in place unless cancelled by contacting our customer care line)
Any changes you make to your profile by your veterinary team or by contacting our customer care line may change the price of your order, and we will display this price to you once you have submitted these changes
The charge for the total price will be charged to the payment card we hold on your account for you at the time of the Order Processing for each specific order
Your subscription to any Pro Plan Personalised Nutrition Plan will remain in effect until it is cancelled by you. Details on how to cancel can be found in the FAQ
If you cancel a Pro Plan Personalised Nutrition Plan and reactivate at a different time the price for the Pro Plan Personalised Nutrition Plan subscription may be a different price than the price in effect for the plan at the time of cancelling the Pro Plan Personalised Nutrition Plan
Deliveries and returns
Products ordered from us can be delivered to addresses within the UK (including Northern Ireland). This excludes PO Boxes
Products will be delivered via our third-party courier
Proof of delivery is only obtained under some circumstances
Your first delivery will be delivered as soon as possible after you have placed your order. Future deliveries run on a regular schedule that is visible to you on electronic communications. This includes the delivery dates for your upcoming order
Actual delivery times may vary based on your location, our stock availability, when you finalise your information, and circumstances impacting delivery out of our control (including public holidays and force majeure scenarios)
You will not hold us responsible for any delays out of our control
You must report missing or undelivered deliveries by emailing us at contact@personalisedproplan.co.uk
Please ensure your address, contact details and leave safe information is kept up to date as referred to in the Registration and Account Management section of these Terms & Conditions
We want you to be satisfied with the products you receive from Pro Plan Personalised Nutrition. If you're not satisfied and do wish to return any product to us please follow the following steps:
Email us at contact@personalisedproplan.co.uk from the email address associated with your user account. Please include details of the product that you wish to return and a reason for return. Please do this within 7 working days of receiving your product from us
If we require the goods to be returned to us, we will communicate this to you and explain how to do this. Please take reasonable care of the goods whilst in your possession prior to any return. We will inspect the goods on arrival
We may request further information from you regarding your return
If a fault is agreed on our part, and/or refund agreed, we will arrange it within a reasonable period of the initial email being received by us. It can take up to 10 working days from this point for the payment to be credited to your account. The refund will cover the cost of the item being returned
Cancellation
You can cancel your subscription at any time, through your logged in pages or by contacting our customer care line . You can read more about how to do this in the FAQ. The estimated shipment date for upcoming orders is visible on electronic communications. Your subscription must be cancelled on or before the last date for changes to your order. Orders will still be charged and delivered if your notification of cancellation is after your last date for changes for that order.
Termination or refusal by us
We reserve the right to refuse or cancel subscription orders at our sole discretion. If we do this, you will only be charged for orders that have been shipped to you
Member and introductory offers and discounts
We may offer new and/or existing customers special offers from time to time
Where we make such offers, Introductory offers are only available to new users of the website. Previously registered users do not qualify for an additional offer, unless expressly stated. “Previously registered users” refers to any combination of: a user with an account at vet2pet.org, a credit or debit card, a credit or debit card holder, a delivery address, a cardholder address, or a household, who has previously made use of the Pro Plan Personalised Nutrition service
Unless otherwise stated, free trials and competition prizes of personalised dog food refer to the dry blend only, and do not include wet food and treats.
Offers are limited to one individual dog, unless otherwise explicitly stated
Where an offer is for a trial period of time, there is a maximum limit of 20kg of tailor-made food per order under the offer. Certain dog activity levels may be excluded from offers
We may cancel any special offer, introductory offer or discount at any time without notice
At our sole discretion, we may restrict who may enter into offers for any reason
Promotional offers and discounts are available for limited time periods only
Introductory offers are not available to puppies under 14 weeks old or dogs on a therapeutic diet
Delivery charges may apply to trial orders
Purchase of our products is only via our website, and requires a registered account with valid payment and delivery details to redeem a free or discounted offer
Account credits and offers cannot be redeemed for cash
After any discounted offer you will be charged the full price for subsequent orders until such time as another applicable and valid discounted offer is applied, or you cancel active subscriptions and orders with us
These terms are subject to change at any time
Copyright and intellectual property
The Website and all intellectual property rights in it including but not limited to any content are owned by us all times, unless licensed or borrowed property. Those works are protected by copyright laws and treaties around the world. All such rights are reserved
This content includes any text, image, video, audio or other multimedia content, software or other information or material submitted to or on the Site. Intellectual property includes logos, trademarks, trade names, domain names, database rights patents, design rights, copyright and all other intellectual property rights of any kind whether or not they are registered or unregistered (anywhere in the world) derived from the design or function of the Website or any Communications
Through use of the Website, or as a recipient of the Communications, You automatically agree to respect these copyright and intellectual property rights
You may print off one copy, and may download extracts, of any page(s) from our site for your personal use and you may draw the attention of others within your organisation to content posted on our site.
You may not copy, download, transmit, reproduce, print or reproduce in any means any materials contained within the Website for commercial purposes unless expressly permitted by Pro Plan Personalised Nutrition
You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text
Our status as the authors of content on our site must always be acknowledged
If you print off, copy or download any part of our site in breach of these terms of use, your right to use our site will cease immediately and you must, at our option, return or destroy any copies of the materials you have made
Nothing in these Terms and Conditions grants you any legal rights in the Website other than as necessary to enable you to access the Website. You agree not to adjust to try to circumvent or delete any notices contained on the Website (including any intellectual property notices) and in particular any digital rights or other security technology embedded or contained within the site.
The use of any trade marks on this Website is strictly prohibited unless you have our prior written permission
From time to time this website may also include links to external websites (outside the vet2pet.org or personalisedproplan.org domain). Any such hyperlinks or references are provided for your convenience only. We have no control over third party websites and accept no legal responsibility for any content, material or information contained in them. The display of any hyperlink and reference to any third party website does not signify our endorsement of the websites or associated companies, their products or services. Your use of a third party site may be governed by the terms and conditions of that third party site
You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it.
You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.
Our site must not be framed on any other site, nor may you create a link to any part of our site other than the home page.
We reserve the right to request that you remove any links to our website that you create and publish
No warranty
This Website and our Communications, and their content, are provided as is
We accept no liability for the content of and functions contained on the Website or in our Communications
We cannot promise that the Website will be fit or suitable for any purpose. Any reliance that you may place on the information on this Website is at your own risk
While we try to make sure that the Website is available for your use, we do not promise that the Website is available at all times and we make no warranty that the website will operate uninterrupted or error-free
We may suspend or terminate operation of the Website at any time as we see fit
We do not warrant that the site is compatible with all computer or mobile device software and equipment
While we take internet security seriously and try to make sure that the Website is accurate, up-to-date and free from bugs we cannot warrant that the Website and its server is free of errors, viruses, worms, Trojan Horses or any other malicious software. We shall not be liable for any damage you may suffer as a result of such destructive and unintended features.
We will not be deemed to be in breach of contract or of these Terms and Conditions as a result of any failure to perform our obligations or any delay in our performance if that failure or delay is due to any circumstance beyond our reasonable control
We warrant that the products will be of satisfactory quality and fit for purpose
This warranty is in lieu of all other warranties, expressed or implied
Limitation of liability
You acknowledge that your use of this site and its content is at your own risk
You acknowledge that the feeding guides and/or tailor-made feeding plan provided by us is intended as a guide only. It is your responsibility as a pet owner to monitor your pet's weight and condition, and to let us know any changes in either weight or condition as these may impact your Pro Plan Personalised Nutrition Plan. If you have any concerns about your pet's weight and condition, please consult your vet
Except for liability which we cannot limit, restrict or exclude by law we shall have no liability to you or any third party for any direct, indirect or consequential losses or damages (including loss of profits), or any other damages of any kind whether that were not foreseeable to both you and us at the point of sale or use of our website
We shall have no liability to you for any breach of these Terms and Conditions caused by any event or circumstance beyond our reasonable control including, but not limited to, strikes, lock-outs or other industrial disputes; breakdown of systems or network access; or flood, fire, explosion or accident
Customers should be aware that an order from Pro Plan Personalised Nutrition can be heavy, and so extra care should be taken when accepting delivery and unpacking the contents of the order, doing so directly from the box at ground level if required
Validity of provisions and remedies
If any provisions of these Terms and Conditions is or becomes invalid or contravenes applicable regulations then the remaining provisions will not be affected
Waiver and breach
No waiver by us or breach of the Terms and Conditions shall constitute a waiver of any other form
No failure by us to exercise any remedy shall constitute a waiver of the right subsequently to exercise that or any other remedy
Web links and advertising
Links to our Website from other Websites or Publications (included but not limited to magazines, newspapers, newsletters and flyers) (other than sites owned by Us or publications commissioned by us) are for information only. They have not been reviewed by us and as such we have no responsibility for the content of such Websites or Publications and accept no liability for any losses whatsoever than may be incurred as a result
Privacy Policy
Introduction
Your privacy is important to us, so to:
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Let you know about your privacy rights;
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How the law protects you, and
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Enable you to understand how Pro Plan Personalised Nutrition looks after your personal data we have prepared this Privacy Policy. Please use the guide to specific sections below to easily find what you are looking for.
1. IMPORTANT INFORMATION AND WHO WE ARE
2. THE DATA WE COLLECT ABOUT YOU
3. HOW IS YOUR PERSONAL DATA COLLECTED
4. HOW AND WHY WE USE YOUR PERSONAL DATA
5. DISCLOSURES OF YOUR PERSONAL DATA
6. INTERNATIONAL TRANSFERS
7. DATA SECURITY
8. DATA RETENTION
9. YOUR LEGAL RIGHTS
10. GLOSSARY
1. Important information and who we are
Purpose of this privacy notice
Our privacy notice aims to give you information on how Pro Plan Personalised Nutrition collects and processes your personal data through data capture in your vet practice, your use of our website and related services, including any personal data you may provide through this website or devices in your vet practice when you create an account with us or purchase our products.
For the avoidance of doubt, this privacy policy and any references to personal data herein do not include information relating to your dog. For further information about how we use information relating to your dog, including use of your dog’s photo, please see the Pro Plan Personalised Nutrition Terms and Conditions.
Given the nature of our services, we do not knowingly collect data relating to children. It is important that you read this privacy notice together with any other notices we may provide you so that you are fully aware of how and why
we are using your data. This privacy notice does not override our other notices and may be updated from time to time.
Data Controller
Tailsco control and are responsible for the personal data that we hold about you. Our company correspondence details, registered company number and ICO registration number are included in the introduction paragraph to these terms and conditions.
If you have any questions about this privacy notice, including any requests to exercise your legal rights, please contact us using the details set out below.
We would appreciate the chance to deal with any data protection concerns you may have before you approach the Information Commissioner's Office (ICO) so please contact us at contact@personalisedproplan.co.uk in the first instance.
You have the right to make a complaint at any time to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk).
Changes to the privacy notice and your duty to inform us of changes
It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.
Third-party links
This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these
third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy notice of every website you visit.
2. The data we collect about you
Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).
We may collect, use, store and transfer different kinds of personal data about you which we have grouped together follows:
Identity Data includes first name, last name, username or similar identifier (including your facial features if you provide them to us in a photograph).
Contact Data includes billing address, delivery address, email address and telephone numbers.
Financial Data includes bank account and payment card details.
Transaction Data includes details about payments to and from you and other details of products and services you have purchased from us, which includes anything we’ve sent or delivered to you.
Technical Data includes details of visits to our site, internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access this website or other portals to the service in your vet clinic.
Profile Data includes your username and password, purchases or orders made by you, your interests, preferences, feedback, communications you’ve sent to us or we’ve sent to you and survey responses.
Usage Data includes information about how you use our website, communications (including email and social media), products and services.
Marketing and Communications Data includes your preferences in receiving marketing from us and our third parties and your communication preferences.
We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data may be derived from your personal data but is not considered personal data in law as this data does not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy notice.
We do not usually collect any Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical
beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and biometric data). Nor do we collect any information about criminal convictions and offences. In some circumstances, we may inadvertently record Special Categories of Personal Data if voluntarily disclosed to us in email or over the phone. Under such circumstances, any Special Categories of Personal Data will be treated in accordance with your rights.
If you fail to provide personal data
Where we need to collect personal data by law, or under the terms of a contract we have with you and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with goods or services). In this case, we may have to cancel a product or service you have with us but we will notify you if this is the case at the time.
3. How is your personal data collected?
We use different methods to collect data from and about you including through:
Direct correspondence. You may give us your Identity, Contact and/or Financial Data by filling in forms or by contacting us via social media, our website, post, phone, text, email or otherwise. This includes personal data you provide when you:
Complete our sign-up questions and consultation;
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Create or start creating a user account on our website or in your vet clinic;
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Provide details of any changes to your account that you may notify us of from time to time
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Subscribe to our service;
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Request marketing to be sent to you;
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Subscribe to a promotion or survey; or
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Communicate with us, whether it’s giving us some feedback, asking us any questions or providing us with any suggestions about our products and services.
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Automated technologies or interactions. As you interact with our website, we may automatically collect Technical Data about your equipment, browsing actions and patterns. We collect this personal data by using cookies and other similar technologies. We may also receive Technical Data about you if you visit other websites employing our cookies. Please see our cookie policy for further details.
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Third parties or publicly available sources. We may receive personal data about you from various third parties including Technical Data from the following parties:
a. analytics providers;
b. advertising networks;
c. search information providers.
4. How and why we use your personal data
We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:
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Where we need to perform the contract we are about to enter into or have entered into with you.
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Where you have provided explicit consent for us to hold and process your data.
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Where it is in our legitimate interests (or those of a third party) and your interests do not override that interest.
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Where we need to comply with a legal or regulatory obligation.
Before activating an account with tails we will rely on explicit consent captured before processing any personal data. You have the right to withdraw consent for this processing at any time that you do not have an active account with tails. You can do this by contacting your vet clinic or by contacting contact@personalisedproplan.co.uk.
Generally we do not rely on consent as a legal basis for processing your personal data while you have an active account with tails other than in relation to sending direct marketing communications to you via email or text message from us. You have the right to withdraw consent to marketing at any time by contacting us at contact@personalisedproplan.co.uk.
The points below set out how we use your data and the lawful basis for doing so.
Activity: To register you as a new customer and facilitate price and blend recommendations.
Data required:
(a) Identity,
(b) Contact,
(c) Financial
Basis for processing:
Consent collected during the consultation process.
Activity: To contact you regarding completion of the registration process
Data required:
(a) Identity,
(b) Contact,
(c) Usage
Basis for processing:
Consent collected during the consultation process.
Activity: To process and deliver your order including:
(a) Manage payments, fees and charges,
(b) Collect and recover money owed to us
Data required:
(a) Identity,
(b) Contact,
(c) Financial,
(d) Transaction,
(e) Marketing and Communications
Basis for processing:
(a) Performance of a contract with you,
(b) Necessary for our legitimate interests (to recover debts due to us)
Activity: To manage our relationship with you which will include:
(a) Notifying you about changes to our terms or privacy policy,
(b) Asking you to leave a review or take a survey
Data required:
(a) Identity,
(b) Contact,
(c) Profile,
(d) Marketing and Communications
Basis for processing:
(a) Performance of a contract with you,
(b) Necessary to comply with a legal obligation,
(c) Necessary for our legitimate interests (to keep our records updated and to study how customers use our products/services)
Activity: To enable you to complete a survey
Data required:
(a) Identity,
(b) Contact,
(c) Profile,
(d) Usage,
(e) Marketing and Communications
Basis for processing:
(a) Performance of a contract with you,
(b) Necessary for our legitimate interests (to study how customers use our products/services, to develop them and grow our business)
Activity: To administer and protect our business and this website (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data)
Data required:
(a) Identity,
(b) Contact,
(c) Technical
Basis for processing:
(a) Necessary for our legitimate interests (for running our business, provision of administration and IT services, network security, to prevent fraud and in the context of a business reorganisation or group restructuring exercise),
(b) Necessary to comply with a legal obligation
Activity: To deliver relevant website content and advertisements to you and measure or understand the effectiveness of the advertising we serve to you
Data required:
(a) Identity,
(b) Contact,
(c) Profile,
(d) Usage,
(e) Marketing and Communications,
(f) Technical
Basis for processing:
Necessary for our legitimate interests (to study how customers use our products/services, to develop them, to grow our business and to inform our marketing strategy)
Activity: To use data analytics to improve our website, products/services, marketing, customer relationships and
Data required:
(a) Contact,
(b) Technical,
(c) Usage
Basis for processing:
Necessary for our legitimate interests (to define types of customers for our products and services, to keep our website updated and relevant, to develop our business and to inform our marketing strategy)
Activity: To make suggestions and recommendations to you about goods or services that may be of interest to
Data required:
(a) Identity,
(b) Contact,
(c) Technical,
(d) Usage,
(e) Profile,
Basis for processing:
Necessary for our legitimate interests (to develop our products/services and grow our business)
Note that we may process your personal data for more than one lawful ground depending on the specific purpose for which we are using your data. Please contact us if you need details about the specific legal ground we are relying on to process your personal data where more than one ground has been set out in the list above. For the most part, we’ll be using your data to fulfil our contract with you. In providing any peripheral services, we will only use your data where it is in our legitimate interests, such as improving our goods/services, which we hope will benefit you and your dog.
Marketing
We provide you with choices regarding certain personal data uses, particularly around marketing and advertising. You can update your choices by contacting us at contact@personalisedproplan.co.uk
Promotional offers from us
We may use your Identity, Contact, Technical, Usage and Profile Data to form a view on what we think you may want or need, or what may be of interest to you (and your dog). This is how we decide which products, services and offers may be relevant for you.
You will receive marketing communications from us if you have requested information from us or purchased goods or services from us or if you provided
us with your details when you started our signup process and, in each case, you have not opted out of receiving that marketing.
Third-party marketing
We will get your express opt-in consent before we share your personal data with any company outside the tailsco group of companies for marketing purposes.
Opting out
You can ask us to stop sending you marketing messages at any time by contacting us at contact@personalisedproplan.co.uk.
Where you opt out of receiving these marketing messages, this will not apply to personal data provided to us as a result of a product/service purchase. We
will continue to communicate with you for reasons essential to the fulfilment of any orders (this includes information relating to your account and deliveries), you cannot opt out of any such messages.
Cookies
You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly.
For more information about the cookies we use, including third-party cookies, please see our cookie policy.
Change of purpose
We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us.
If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.
Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.
5. Disclosures of your personal data
We may have to share your personal data with the parties set out below for the purposes set out in the table in paragraph 4 above.
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Your vet practice and the support team at Purina for the purposes of enabling the management of your account.
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Delivery services, such as Yodel, for the fulfilment of your orders.
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Service providers who provide IT and system administration services.
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Professional advisers including lawyers, bankers, auditors and insurers based who provide consultancy, banking, legal, insurance and accounting services.
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HM Revenue & Customs, regulators and other authorities who require reporting of processing activities in certain circumstances.
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Third parties to whom we may choose to sell, transfer, or merge parts of our business or our assets.
Alternatively, we may seek to acquire other businesses or merge with them.
We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We only permit third parties to process your personal data for specified purposes and in accordance with our instructions. Third-parties may contact you directly in connection to the provision of our goods/services e.g. relating to the delivery of your orders – such communications may include satisfaction surveys relating to your delivery. These communications will be covered by the third party’s privacy policy.
6. International transfers
Some of our servers and processors are based outside the European Economic Area (EEA) so their processing of your personal data will involve a transfer of data outside the EEA.
Whenever we transfer your personal data out of the EEA, we ensure a similar degree of protection is afforded to it by ensuring at least one of the following safeguards is implemented:
That that country has been deemed to provide an adequate level of protection for personal data by the European Commission.
We use model clauses approved by the European Commission which give personal data the same protection it has in Europe.
Where we use providers based in the US, we may transfer data to them if they are part of the Privacy Shield which requires them to provide similar protection to personal data shared between the Europe and the US.
Please contact us at contact@personalisedproplan.co.uk if you want further information on the specific mechanism used by us when transferring your personal data out of the EEA.
7. Data security
We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed.
We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.
8. Data retention
How long will you use my personal data for?
We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.
To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes
for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.
In some circumstances you can ask us to delete your data: see 'Request erasure' below for further information.
For Personal Data that is not required to be kept for legal purposes or where our legitimate interest is not overridden by your interests or fundamental rights and freedoms, we will retain your data for 24 months from the point at which you cancel your subscriptions with us and stop all interaction with Pro Plan Personalised Nutrition. If you don’t complete our signup process for your first delivery, we will retain any Personal Data that you provide during the signup process for 4 months. If you have opted into receiving marketing messages from us, we will notify you via email prior to deleting your Personal Data so you have a chance to prevent the deletion and enable you to retain access to your account, your dog’s order profile and any correspondence with us.
If you have opted out of marketing, please be aware that we will delete your Personal Data in accordance with the timeframes above without further notification to you.
In some circumstances we may anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes in which case we may use this information indefinitely without further notice to you.
9. Your legal rights
Under certain circumstances, you have rights under data protection laws in relation to your personal data, these include:
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Request access to your personal data.
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Request correction of your personal data.
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Request erasure of your personal data.
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Object to processing of your personal data.
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Request restriction of processing your personal data.
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Request transfer of your personal data.
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Right to withdraw consent.
If you wish to exercise any of the rights set out above, please contact us at contact@personalisedproplan.co.uk. You have the right to:
Request access to your personal data (commonly known as a "data subject access request"). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.
Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.
Request erasure of your personal data. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.
Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.
Request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in the following scenarios: (a) if you want us to establish the data's accuracy; (b) where our use of the data is unlawful but you do not want us to erase it; (c) where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims; or (d) you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.
Request the transfer of your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.
Withdraw consent at any time where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.
No fee usually required
You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances.
What we may need from you
We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.
Time limit to respond
We try to respond to all legitimate requests within 30 days. Occasionally it may take us longer than 30 days if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.
10. Glossary
LAWFUL BASIS
Legitimate Interest means the interest of our business in conducting and managing our business to enable us to give you the best service/product and the best and most secure experience. We make sure we consider and balance any potential impact on you (both positive and negative) and your rights before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law). You can obtain further information about how we
assess our legitimate interests against any potential impact on you in respect of specific activities by contacting us.
Performance of Contract means processing your data where it is necessary for the performance of a contract to which you are a party or to take steps at your request before entering into such a contract.
Cookie policy
INFORMATION ABOUT OUR USE OF COOKIES
Our website uses cookies to distinguish you from other users of our website. This helps us to provide you with a good experience when you browse our website and also allows us to improve our site.
A cookie is a small file of letters and numbers that we store on your browser or the hard drive of your computer. Cookies contain information that is transferred to your computer's hard drive.
We use the following types of cookies:
Strictly necessary cookies. These are cookies that are required for the operation of our website. They include, for example, cookies that enable you to log in to secure areas of our website, use a shopping cart or make use of e-billing services.
Analytical/performance cookies. They allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it. This helps us to improve the way our website works, for example, by ensuring that users are finding what they are looking for easily.
Functionality cookies. These are used to recognise you when you return to our website. This enables us to personalise our content for you, greet you by
name and remember your preferences (for example, your choice of language or region).
Targeting cookies. These cookies record your visit to our website, the pages you have visited and the links you have followed. We will use this information to make our website and the advertising displayed on it more relevant to your interests. We may also share this information with third parties for this purpose.
You can find more information about the individual cookies we use and the purposes for which we use them below
COOKIES THAT WE ARE RESPONSIBLE FOR
The Pro Plan Personalised Nutrition website uses a single cookie named session that is strictly necessary for the website to operate correctly. This cookie identifies your website session, which is how we know who you are when you’re logged into the website so we can show you the correct
information about your account. It has a 1 year expiry from when you last visited the website.
If you block first party cookies, the vet2pet.org website will no longer function correctly for you.
THIRD PARTY COOKIES
When interacting with the vet2pet.org website, several third party cookies are stored in your browser by some of our analytics / performance providers and advertising partners. We do not directly control any of these cookies, but you can find a categorised list of these cookies, what they’re used for, and links to relevant provider / partner sites where you can find out more about them and/or control.
Analytical/Performance cookies:
Heap: We use Heap Analytics to collect information about website usage by our customers, which we then use to help us improve the website experience in the future. You can find Heap's privacy policy here
Google Analytics: we use Google Analytics to collect information about website usage by our customers, which we then use to help us improve the website experience in the future. You can view the Google Privacy Policy here
Hotjar: We use Hotjar to help measure how users interact with our websites, which we then use to help us improve the website experience in the future. You can find Hotjar privacy policy here
In addition to the individual setting and control options provided by the above third parties, you can also visit the Interactive Advertising Bureau's website at http://www.youronlinechoices.com/uk, which lists all ad-related cookies stored on your device – not just those related to Pro Plan Personalised Nutrition – and provides additional details and links to control each of them.
Finally, many web browsers provide blanket controls that allow you to block all third party cookies for all sites. We’ve included links to instructions on how to control third party cookie setting for the most popular web browsers below:
Disputes and governing law
We will try to resolve any disputes with you quickly and efficiently
If you are unhappy with us please contact us as soon as possible
Please note that these Terms and Conditions, its subject matter and its formation, are governed by English law. If you want to take court proceedings, the relevant courts of England and Wales will have exclusive jurisdiction in relation to these Terms and Conditions.
Cookie Policy
INFORMATION ABOUT OUR USE OF COOKIES
Our website uses cookies to distinguish you from other users of our website. This helps us to provide you with a good experience when you browse our website and also allows us to improve our site.
A cookie is a small file of letters and numbers that we store on your browser or the hard drive of your computer. Cookies contain information that is transferred to your computer's hard drive.
We use the following types of cookies:
Strictly necessary cookies. These are cookies that are required for the operation of our website. They include, for example, cookies that enable you to log in to secure areas of our website, use a shopping cart or make use of e-billing services.
Analytical/performance cookies. They allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it. This helps us to improve the way our website works, for example, by ensuring that users are finding what they are looking for easily.
Functionality cookies. These are used to recognise you when you return to our website. This enables us to personalise our content for you, greet you by
name and remember your preferences (for example, your choice of language or region).
Targeting cookies. These cookies record your visit to our website, the pages you have visited and the links you have followed. We will use this information to make our website and the advertising displayed on it more relevant to your interests. We may also share this information with third parties for this purpose.
You can find more information about the individual cookies we use and the purposes for which we use them below
COOKIES THAT WE ARE RESPONSIBLE FOR
The Pro Plan Personalised Nutrition website uses a single cookie named session that is strictly necessary for the website to operate correctly. This cookie identifies your website session, which is how we know who you are when you’re logged into the website so we can show you the correct
information about your account. It has a 1 year expiry from when you last visited the website.
If you block first party cookies, the vet2pet.org website will no longer function correctly for you.
THIRD PARTY COOKIES
When interacting with the vet2pet.org website, several third party cookies are stored in your browser by some of our analytics / performance providers and advertising partners. We do not directly control any of these cookies, but you can find a categorised list of these cookies, what they’re used for, and links to relevant provider / partner sites where you can find out more about them and/or control.
Analytical/Performance cookies:
Heap: We use Heap Analytics to collect information about website usage by our customers, which we then use to help us improve the website experience in the future. You can find Heap's privacy policy here
In addition to the individual setting and control options provided by the above third parties, you can also visit the Interactive Advertising Bureau's website at http://www.youronlinechoices.com/uk, which lists all ad-related cookies stored on your device – not just those related to Pro Plan Personalised Nutrition – and provides additional details and links to control each of them.
Finally, many web browsers provide blanket controls that allow you to block all third party cookies for all sites. We’ve included links to instructions on how to control third party cookie setting for the most popular web browsers below:
Disputes and governing law
We will try to resolve any disputes with you quickly and efficiently
If you are unhappy with us please contact us as soon as possible
Please note that these Terms and Conditions, its subject matter and its formation, are governed by English law. If you want to take court proceedings, the relevant courts of England and Wales will have exclusive jurisdiction in relation to these Terms and Conditions.