Last updated: 9 October 2026
In short: We use your personal data to process, deliver and support your orders and to answer your messages. We share it only with the providers that make this possible, such as our card payment processor, delivery carrier and web host. We do not sell your data.
This policy explains how we collect and use your personal data when you visit petmonkey.co.uk, place an order or contact us. It follows the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations (PECR).
Who we are
Pet Monkey is an independent UK business based at 1 Old Park Farm, Woodbridge IP13 0LZ, United Kingdom. Our legal business name is Pet Monkey. Pet Monkey is the controller of your personal data. Email: support@petmonkey.co.uk. Phone: +44 7479 779826.
The data we collect
| When | What we collect |
|---|---|
| You place an order | Your name, billing and delivery address, email address, phone number, the items you order and your order history |
| You create an account (optional) | Your email address, your password (stored in encrypted form), saved addresses and order history. You can also buy using guest checkout |
| You contact us | Your name, email address, your order number if you give one, and what you tell us, whether by contact form, email or phone |
| You pay by card | Payment status and limited card details from Stripe, such as the card type and last four digits, so we can match payments and refunds to orders |
| You visit the site | Technical information recorded in server logs, such as your IP address, browser and device type, and the pages requested |
We need your name, delivery address and email address to process and deliver your order. If you do not give us these details, we cannot fulfil your order.
Card details
You enter your card details into Stripe’s secure payment fields, and they go to Stripe, not to us. We never see or store your full card number.
Emails we send
We send order confirmation, dispatch and account emails from our website. We will not send you marketing emails unless you have given your consent.
Reviews
Our site links to our Trustpilot page. The Trustpilot widget only loads if you accept optional cookies. We only share your details with Trustpilot, for example so it can send you a review invitation, if you have agreed to this. If you choose to write a review, Trustpilot A/S handles it under its own privacy policy.
Google Merchant Center
We send product information, such as names, prices and stock levels, to Google Merchant Center so our products can appear on Google. No customer data is sent to Google through Merchant Center.
Why we use your data and our lawful basis
| Purpose | Data used | Lawful basis |
|---|---|---|
| Processing, dispatching and delivering your order | Order and delivery details | Contract |
| Taking card payments and preventing fraud | Order details and payment status (card details are handled by Stripe) | Contract; legitimate interests (preventing fraud) |
| Handling returns, refunds and cancellations | Order details and messages | Contract; legal obligation |
| Running your account, if you create one | Account details | Contract |
| Answering your messages and providing customer support | Contact details and messages | Legitimate interests (helping you); contract where it relates to an order |
| Keeping accounting and tax records | Order and payment records | Legal obligation |
| Keeping the website secure and working | Technical data and server logs | Legitimate interests (security) |
| Sharing your details with Trustpilot for a review invitation | Name, email address, order reference | Consent (you can withdraw it at any time) |
| Setting optional cookies | Cookie data | Consent |
| Defending or bringing legal claims | Relevant order records and messages | Legitimate interests |
Who we share your data with
Each provider receives only the data it needs:
| Recipient | What it does | Data it receives |
|---|---|---|
| Stripe | Processes card payments and refunds, and carries out fraud checks | Payment details you enter at checkout, order amount, billing details |
| Royal Mail Group Ltd | Delivers your parcel and provides tracking | Name and delivery address; email address or phone number for delivery updates |
| Hostinger | Hosts our website, including orders, accounts and messages | All data held on the website |
| Trustpilot A/S | Review invitations and the review widget | Only with your consent |
| HMRC, the police or other authorities | Only where the law requires us to share data | What the law requires |
Our shop runs on WordPress and WooCommerce, installed on our own hosting, so your data is stored in our hosting account. We do not sell your personal data.
Automated fraud checks
Stripe runs automated fraud checks on card payments, and these can decline a payment. If you think a payment was declined in error, contact us or your bank and a person will look at it. We do not otherwise make decisions about you based only on automated processing.
International transfers
Some providers may store or process data outside the UK. Where that happens, the transfer is covered by UK adequacy regulations or by appropriate safeguards such as the UK International Data Transfer Agreement (IDTA) or the UK Addendum to the EU Standard Contractual Clauses.
How long we keep your data
| Data | How long we keep it |
|---|---|
| Order, payment and refund records | 6 years from the end of the tax year in which the order was placed, to meet tax record-keeping rules and in case of legal claims |
| Contact form messages and emails | 2 years from your last message |
| Account details | Until you delete your account or ask us to delete it (order records are still kept for the period above) |
| Server logs | Only as long as our web host keeps them for security and troubleshooting |
| Cookies | As listed in our Cookie Policy |
Your rights
Under UK data protection law you have the right to:
- access the personal data we hold about you;
- have inaccurate data corrected (rectification);
- have your data deleted (erasure);
- restrict how we use your data;
- receive your data in a portable format (portability);
- object to our use of your data where we rely on legitimate interests;
- withdraw your consent at any time, where we rely on consent.
To use any of these rights, email us using the address under “Who we are”. We will reply within one month.
Complaints
If you are unhappy with how we have used your personal data, please tell us using the contact details under “Who we are”. We will acknowledge your complaint within 30 days and let you know the outcome.
You also have the right to complain to the Information Commissioner’s Office (ICO) at ico.org.uk or on 0303 123 1113.
Cookies
We use strictly necessary cookies to run the basket, checkout and accounts, and Stripe sets fraud-prevention cookies on the checkout page. Optional third-party cookies, such as those from the Trustpilot widget, are only set after you consent. See our Cookie Policy for details and to change your choice.
Children
Our shop is not aimed at children. You must be 18 or over to place an order, and we do not knowingly collect personal data from children.
Keeping your data secure
Our website uses an encrypted (HTTPS) connection, card details are handled by Stripe, and access to order data is limited to what is needed to run the business.
Changes to this policy
If we change this policy, we will update this page and the “Last updated” date at the top.