Privacy policy

This policy explains how Petdentist® collects, uses and protects your personal data when you visit petdentist.co.uk, buy from us, contact us or sign up to our emails. We follow the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations (PECR).

1. Who we are

The data controller is Pet Dentist L.L.C-FZ, trading as Petdentist®, licensed by the Meydan Free Zone Authority, Dubai (licence no. 2530609.01). Registered office: Meydan Grandstand, 6th Floor, Meydan Road, Nad Al Sheba, Dubai, United Arab Emirates. UK correspondence address: c/o The Parcel Store, Unit 1056 Moulton Park, Deer Park Road, Northampton NN3 6RX, United Kingdom. For anything to do with your personal data, email info@petdentist.co.uk.

2. The personal data we collect

  • Identity and contact details: your name, email address, phone number, billing and delivery addresses.
  • Order and payment information: what you bought, when, how much you paid and your payment method. Card details are entered directly with our payment provider; we never see or store your full card number.
  • Account information: if you create an account, your login details, saved addresses and order history.
  • Subscription details: if you set up a Subscribe & Save plan, the products and delivery frequency you chose, your next order date and a secure reference to the payment method you asked us to charge for each delivery (the card details themselves are held by our payment provider).
  • Marketing preferences: whether you have signed up to our emails and how you interact with them.
  • Communications: emails, chat messages, contact-form submissions and any photos you send us (for example, for a return or the Petsmile taste guarantee).
  • Reviews: the name, text, rating and any photos you choose to submit in a product review.
  • Technical and usage data: IP address, device and browser type, pages viewed, how you reached our site and cookie identifiers (see section 6).
  • Information about your pet that you choose to share with us, such as their name, species, breed, size or age, so we can suggest the right products and routine. You can add or change these details in your account at any time.

We do not deliberately collect special-category data (such as health data about you) and we ask you not to send it to us.

3. How we use your data and our lawful bases

  • To process and deliver your order, take payment, send order and dispatch emails, handle returns and refunds, and provide customer service. Lawful basis: performance of a contract with you.
  • To run your Subscribe & Save plan: to place, charge and dispatch each recurring order, remind you before each order, let you know if a payment fails and let you skip, pause, change or cancel from your account. Lawful basis: performance of a contract with you.
  • To keep records of sales, refunds and correspondence for tax, accounting and consumer-law purposes. Lawful basis: legal obligation.
  • To send you marketing emails about products, offers and pet dental care tips. If you bought from us or gave us your details while enquiring about a purchase, we may email you about similar products under the "soft opt-in" rule, and every email has an unsubscribe link. If you signed up through our newsletter form, we rely on your consent. Lawful basis: consent, or legitimate interests (soft opt-in).
  • To invite you to review a product you bought, and to display the reviews we receive. Lawful basis: legitimate interests (helping other customers make informed choices) and, for any photo you submit, consent.
  • To run, secure and improve our website, prevent fraud, and understand how customers use our site. Lawful basis: legitimate interests, and consent for non-essential cookies.
  • To show you relevant advertising on platforms such as Meta (Facebook and Instagram) and Google, and to measure whether our adverts work. Lawful basis: consent (through our cookie banner).
  • To respond to your messages and resolve complaints. Lawful basis: legitimate interests and, where a complaint concerns your order, performance of a contract.

We do not make decisions about you using automated decision-making that has legal or similarly significant effects.

4. Marketing and how to opt out

You can stop marketing emails at any time by clicking "unsubscribe" in any email or by emailing info@petdentist.co.uk. We will still send you transactional messages about your orders. We do not sell your personal data.

5. Who we share your data with

We share personal data only with service providers who need it to help us run the business, and only for the purposes above. They act on our instructions under written contracts. They include:

  • Shopify (Shopify International Ltd and Shopify Inc.), which hosts our store and checkout and processes orders on our behalf.
  • Payment providers you choose at checkout, such as Shopify Payments, PayPal or Apple Pay / Google Pay, which process your payment under their own privacy policies.
  • The Parcel Store Ltd, our UK fulfilment partner, and its warehouse system (Mintsoft), which receive your name, address and order details to pack and dispatch your parcel.
  • Delivery companies (for example Royal Mail, Evri or DPD) and AfterShip, which we use for parcel tracking and dispatch notifications.
  • Loox, which sends review invitations after purchase and hosts the reviews shown on our site.
  • Shopify Email and Mailchimp (Intuit), which we use to send marketing emails and to manage your preferences.
  • Appstle Inc., which runs our Subscribe & Save plans and processes your subscription details, delivery schedule and recurring orders on our behalf, and sends subscription emails such as order reminders.
  • Customer messaging tools, such as Shopify Inbox and chat buttons that open WhatsApp or Messenger, when you choose to contact us that way.
  • Analytics and advertising platforms, including Google and Meta, which may set cookies or receive limited data (such as a hashed email or the pages you viewed) when you consent to advertising cookies.
  • Professional advisers (accountants, lawyers, insurers) where necessary, and public authorities where the law requires it.
  • A buyer or successor if we sell or restructure the business, subject to the same protections.

6. Cookies and similar technologies

Our site uses cookies and similar technologies. Essential cookies are needed for the basket, checkout, security and your preferences and are set without consent. Analytics cookies help us understand how the site is used, and advertising cookies (for example the Meta Pixel and Google tags) help us show and measure relevant advertising. Analytics and advertising cookies are only set if you accept them in our cookie banner, and you can change your choice at any time using the preferences option in the cookie banner or by clearing cookies in your browser. Blocking essential cookies may stop parts of the site from working.

7. Where your data is stored and international transfers

Our business is run from the United Arab Emirates, so our team accesses customer data from there. The UAE is not covered by UK adequacy regulations, so we protect this data by applying UK GDPR standards throughout the business and using the appropriate safeguards required by UK law (the ICO's International Data Transfer Agreement or Addendum) for any transfer to an organisation outside the UK. Some of our service providers store data in the European Economic Area, Canada or the United States. Where they do, we rely on UK adequacy regulations (for the EEA and Canada), the UK Extension to the EU-US Data Privacy Framework (for certified US companies) or the ICO's International Data Transfer Agreement or Addendum. You can ask us for more information about these safeguards.

8. How long we keep your data

  • Order, payment and refund records: 6 years after the end of the financial year of the transaction, for tax and consumer-law purposes.
  • Customer accounts and pet details: for as long as your account is open. You can ask us to delete them at any time.
  • Subscription details: for as long as your subscription is active, then as part of our order records.
  • Marketing data: until you unsubscribe, or after 3 years without any interaction with our emails.
  • Correspondence and complaints: up to 6 years, or longer if needed for a legal claim.
  • Reviews: for as long as the product is listed, unless you ask us to remove your review.
  • Analytics and advertising data: according to the cookie lifetimes shown in our cookie banner, typically no more than 2 years.

9. Security

Our store runs on Shopify, which is PCI DSS Level 1 certified, and all pages are served over HTTPS. Access to customer data is limited to the people who need it, protected by strong passwords and two-factor authentication. No system is completely secure, so if you suspect your account has been misused, please tell us straight away.

10. Your rights

Under UK data protection law you have the right to: access the personal data we hold about you; have inaccurate data corrected; have your data erased in certain circumstances; restrict or object to our processing (including objecting to direct marketing at any time); receive the data you gave us in a portable format; and withdraw consent where we rely on it, without affecting processing that has already taken place. To exercise any of these rights, email info@petdentist.co.uk. We will respond within one month and will not charge a fee unless a request is manifestly unfounded or excessive. You also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk or on 0303 123 1113, although we would welcome the chance to resolve your concern first. If you are in the UAE, you also have rights under the UAE Personal Data Protection Law (Federal Decree-Law No. 45 of 2021), which you can exercise using the same email address.

11. Children

Our website and products are intended for adults. We do not knowingly collect personal data from anyone under 18. If you believe a child has given us personal data, please contact us and we will delete it.

12. Links to other websites

Our site may link to third-party websites, including social media and the websites of the brands we stock. We are not responsible for their privacy practices, so please read their policies.

13. Changes to this policy

We may update this policy from time to time. The latest version is always published on this page, with the date it was last updated. If we make a significant change to how we use your data, we will tell you by email or with a notice on our website.

14. Contact

Pet Dentist L.L.C-FZ (Petdentist®), Meydan Grandstand, 6th Floor, Meydan Road, Nad Al Sheba, Dubai, UAE. UK correspondence: c/o The Parcel Store, Unit 1056 Moulton Park, Deer Park Road, Northampton NN3 6RX. Email: info@petdentist.co.uk.

Last updated: 19 October 2026.