Terms and
Conditions

Here at Puppy SOS, we take your privacy very seriously. The information below details what information we collect from our customers, how we use it and how we look after it. We will NEVER pass on your data to a third party unless you have given us your permission. The notice below applies to use of our website, purchases made on or through the site and our service (online puppy advice video calls).

Please read the policy carefully and please contact us with any questions or concerns regarding this or any other Puppy SOS policy.

Who we are?

We are puppySOS and we can be contacted at hello@puppy-sos.com.

What information do we collect?

In order to provide our service, when you book a session, we collect personal information about you including your name, email address, telephone number and details about your puppy. This is collected via our website and via a third-party booking platform, Calendly. Payment information is collected and processed through a third party payment processor (this could include Paypal, Stripe or Square). We at Puppy SOS do not see or hold any of your payment information (like card number or bank account number).

We also collect your personal information when you make an enquiry via email, or via an online contact form, via our Facebook page, or when you sign up to our newsletter.

How do we use personal information?

We process your personal data in order to personalise:

• The content of our website, to make it relevant and interesting
• The advice we give to you when you participate in a video advice call about your puppy
• Account set up and administration
• Marketing and events communication (if you have given your consent to receive these)
• Polls, surveys and market research
  
  

We may also need to process your data to meet:

• Legal obligations (eg. prevention of fraud)
• Internal audit requirements

What legal basis do we have for processing your personal data?

We have deemed that our legal grounds for processing your data fall under the category ‘contract’. This means that the terms of our service have been offered and accepted by you, and both you and Puppy SOS intend them to be legally binding. We provide an advice service to you, in exchange for a fee. In order to do this, we need to collect and process your personal data BEFORE, DURING and AFTER the advice session, in order that we can:

• Perform a pre-session check to determine if we are the best people to help you with your puppy problem/s
• Prepare for the advice session, in order to ensure high quality, tailored information is given to you.
• Process any new or additional information you may give during the session, so that we can ensure high-quality, tailored information is given to you.
• Record details of the session and information given in our client database.

When do we share personal data and how do we secure personal data?

We at puppySOS will treat all personal data confidentially and will only share it in very limited circumstances. These include sharing internally, with one or more individuals from the trainer team, who will be assisting you with your puppy, or with support/administration staff who will process it as part of business administration. We also need to share your data with our carefully selected third-party software providers (including Zoom Video Communications Inc, Ionos, Google Anaytics, Zoho and Calendly) in order to process your session booking and your payment for our service.
In order to ensure your data is safe, our website carries an up-to-date security certificate and our third-party software providers have their own robust security measures to keep your data safe. Any records that we keep internally are stored on a system that requires multi-step authentication to access the information.

How long do we keep your personal data for?

We will retain your information for no longer than 6 years unless:

• You ask us to delete it sooner (please email hello@puppy-sos.com to request this)
• We are continuing to work with you and your dog, and we need to retain your data to do this.

When we no longer need to retain your data (or you ask us to delete it), we will dispose of it securely using disk wipe software on our own equipment and by asking our third-party software providers to destroy the data securely according to their own data destruction policies.

Your rights in relation to personal data

Under the GDPR, you as the data subject have the right to access and control of your personal data. This includes:

• access to personal information
• correction and deletion of the information
• to withdraw consent
• moving your data
• restriction of processing and objection
• lodging a complaint with the Information Commissioner’s Office

You can request we amend/correct (in the case of errors), give you access to, or destroy your data by emailing hello@puppy-sos.com to make a ‘subject access request’. We will respond to your request within 14 days and may ask you to verify your identity before we release any data to you. This could include providing two forms of ID, one of which may be photographic. This may be verified as a match by one of our team via a video call, to confirm identity.

There are certain circumstances where your rights as a data subject may be limited. These include:

• If fulfilling the data subject request may expose personal data about another person.
• If we (‘Puppy SOS’) are asked to delete data which we are required to keep by law.

How to contact us

You can contact us at hello@puppy-sos.com or at support@puppy-sos.com

Cookie Policy

What are cookies?

Puppy SOS uses cookies to collect information. Cookies are small data files which are placed on your computer or other devices (such as smart phones or tablets) as you browse this website. They are used to ‘remember’ when your computer or device accesses our websites.

Why do we use cookies?

Cookies are essential for the effective operation of our websites and to help your journey around our websites. They may also be used to tailor the products and services offered and advertised to you, both on our website and elsewhere.

How long do they last?

Cookies will remain on your computer or mobile device for different periods of time. Some cookies are ‘session cookies’, which means they only exist when your browser is open and are automatically deleted when you close your browser or quit the app. Other cookies are ‘persistent cookies’, meaning they survive after your browser or app is closed and can be used by websites or apps to recognise your computer when you re-open your browser or app later.

How to manage cookies

You can set your browser to block cookies – please check your browser for instructions on how to do this. The effect of disabling cookies depends on which cookies you disable but, in general, the website may not operate properly if all cookies are switched off.

What type of cookies do we use?

When you visit our websites, we may place the following cookies:

Essential: These cookies are needed for essential functions such as logging in and enabling you to move around the website and use its features. These cookies can’t be switched off and they don’t store any of your information.

Functional: These cookies make it easier for you to use out website. They allow our site to remember the choices you make (such as the region you’re in, or changes you have made to the web page display) to provide you with enhanced, more personal features.

Performance: These cookies gather information about how people use our website, for example which pages are popular, or if you get an error message from a page. All information these cookies collect is aggregated and therefore anonymous – information is used to improve how the overall site works. Switching off these cookies will mean we can’t gather information to improve your experience.

Targeting: These cookies help us to learn what you’re interested in so we can show you relevant content on other websites. They will provide you with personalised advertising and help us to measure the effectiveness of our content.

Sharing on social media platforms

If you share Puppy SOS content on social networks, such as Facebook and Twitter, you may be sent cookies from these websites. We do not control the settings of these cookies, so please check the third-party websites for more information about how to manage them.

Third-party links

Occasionally, our websites 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 policy of every website you visit.

More information on cookies

If you want to find out more information on cookies, including how to see what cookies have been set and how to manage and delete them, visit Wikipedia.org, www.allaboutcookies.org, or www.aboutcookies.org.