MANTZ SERVICES LTD is the leading pet specialist, providing pet owners with all their needs; food, accessories, hotel and grooming services. The terms "we", "us" or "our" in this Privacy Policy refers to MANTZ SERVICES LTD.

We collect your personal information in a number of instances, including when you: Make an online purchase and check out as a guest (in which case we collect transaction-based data); Create an account with us; Join our VIP card program; Join one of our Subscription Plans; Book any kind of appointment with us or book to attend an event we have organized. Visit any of our Websites or Apps, and use your account to buy products and services, or redeem vouchers, in a shop or online; Purchase a product or service in store or by phone but don’t have (or don’t use) an account; Register your details as a new client at one of our stores, hotels, salons or websites. Engage with us on social media; Buy a pet from us; Contact us by any means with questions about a product or to raise a complaint; Ask one of our colleagues to email you information about a product or service; Enter prize draws or competitions; Use your VIP card; Comment on or review our products and services. Any individual may access personal information related to them, including opinions. So if your comment or review includes information about the colleague who provided that service, it may be passed on to them if requested; Fill in any forms. Have given a third party permission to share the personal information they hold about you with us; Phone us, we sometimes record phone conversations for record or training purposes; and/or Use our car parks, shops, salons or hotels which usually have CCTV systems operated for the security of both customers and colleagues and for the prevention of crime. These systems may record your image during your visit. We also collect your personal information when our suppliers and partners share information with us about the product or service you have purchased.

The personal information that we collect about you broadly falls into the following categories: Information that you provide voluntarily When you make a purchase in store or online, sign up to our VIP program, book an appointment, attend an event in store, subscribe for products under one of our subscription plans, book a grooming appointment, register in our hotel, or download one of our Apps or enter a prize draw/competition, you will be asked for some essential information including your title, first name, surname, postal address, email address, telephone, details of your pet and, if applicable, payment information. These are collected to help us: Process your online orders including sending order confirmation and delivery information via email or text message, or process payments due to us (including for treatments for your pet); Contact you about your pet, your order, account or credit status where required; Deliver safe and secure shopping by helping to prevent and detect fraud – to do this, we may need to disclose information to assist legal or debt recovery processes; Understand your needs and listen to your feedback via market research/shopping analysis, customer polls and surveys; Register your details as a new client at one of our services (or update your details if they change); Manage and process your subscription plans; Enhance your experience by delivering personally tailored retail offers; Send you marketing and promotional offers and to manage your marketing preferences if you elect to receive marketing and promotional offers from us; To administer your membership of our VIP card (if you choose to become a member) and to contact you with offers and promotions from our VIP card; Speed up your form filling processes if you've registered online; Provide you with information about the fundraising activities of our affiliated charity, Support Adoption for Pets; Respond to any issues or queries via the customer service adviser teams; Conduct analytics to understand how our services are used and to improve your customer experience; and/or Notify you about changes to our service. When you use our Websites as a registered or guest user, we also collect your email address and may contact you to let you know if you abandon a purchase part way through the process and have unpurchased items in your basket. Where you have made a donation to our affiliated charity, Support Adoption for Pets, via the Just Giving, Virgin Money website or via Paypal and agree with Just Giving, Virgin Money or Paypal that they can pass your information to us (to use to send you thank you emails and news about our fundraising activities), this information will be processed. Information that we collect automatically When you visit our Websites or Apps, we may collect certain information automatically from your device. In some countries, including countries in the European Economic Area, this information may be considered personal information under applicable data protection laws. Specifically, the information we collect automatically may include information like your IP address, device type, operating system, unique device identification numbers, browser-type, broad geographic location (e.g. country or city-level location) and other technical information. We may also collect information about how your device has interacted with our Websites and Apps, including the pages accessed and links clicked. Collecting this information enables us to better understand the visitors who come to our Websites or Apps, where they come from, what content on our Websites and Apps is of interest to them, what they have viewed or looked at and in some instances what they have purchased. We use this information for internal analytics purposes, to improve the quality and relevance of our Websites and Apps to our visitors and users and to deliver personally tailored retail offers (both on the website and through triggered email, SMS and direct mail (but only where you have agreed to these channels)). Some of this information may be collected using cookies, tracking pixels and similar tracking technology, as explained further under the heading “Cookies and similar tracking technology” below.

Consent to the use of cookies.

For our website to function properly we use cookies. To obtain your valid consent for the use and storage of cookies in the browser you use to access our website and to properly document this we use a consent management platform: CookieFirst. This technology is provided by Digital Data Solutions BV, Plantage Middenlaan 42a, 1018 DH, Amsterdam, The Netherlands. Website: https://cookiefirst.com referred to as CookieFirst.

When you access our website, a connection is established with CookieFirst’s server to give us the possibility to obtain valid consent from you to the use of certain cookies. CookieFirst then stores a cookie in your browser in order to be able to activate only those cookies to which you have consented and to properly document this. The data processed is stored until the predefined storage period expires or you request to delete the data. Certain mandatory legal storage periods may apply notwithstanding the aforementioned.

CookieFirst is used to obtain the legally required consent for the use of cookies. The legal basis for this is article 6(1)(c) of the General Data Protection Regulation (GDPR).

Data processing agreement

We have concluded a data processing agreement with CookieFirst. This is a contract required by data protection law, which ensures that data of our website visitors is only processed in accordance with our instructions and in compliance with the GDPR.

Server log files

Our website and CookieFirst automatically collect and store information in so-called server log files, which your browser automatically transmits to us. The following data is collected:

• Your consent status or the withdrawal of consent
• Your anonymised IP address
• Information about your Browser
• Information about your Device
• The date and time you have visited our website
• The webpage url where you saved or updated your consent preferences
• The approximate location of the user that saved their consent preference
• A universally unique identifier (UUID) of the website visitor that clicked the cookie banner

Information that we obtain from third party sources From time to time, we may receive personal information about you from third party sources, but only where we have checked that these third parties either have your consent or are otherwise legally permitted or required to disclose your personal information to us. If you have any questions about the third parties we obtain personal information from, please contact us using the contact details provided under the “How to contact us” heading below. Enhancing our data We will use the personal information we hold about you (as well as pseudonymised or anonymised information generated from your personal information) to carry out analysis and research. We carry out all such analysis and research on the basis that it is necessary for the purposes of our legitimate interests in understanding our customers and ensuring that our products and services meet the needs of our customers. We undertake data analytics, whereby we combine information we hold on a large scale, in order to: Learn more about our customers and their preferences; To identify patterns and trends amongst our customers; Enhance user experience on our Websites and Apps; Provide information, content and offerings tailored to our customers' needs; For general research and statistical purposes; For aggregated reporting purposes; To help us develop new products and services; To monitor performance of our products and services; To be able to send you personalised marketing messages; and To display online advertisements to you. We will use your personal information (including by anonymising and aggregating it with other customers' personal information) for sales, supply chain and financial analysis purposes, to determine how we are performing and where improvements can be made. This is necessary for the purposes of our legitimate interests in understanding how our business is performing, and considering how to improve our performance.

We may disclose your personal information to the following categories of recipients: IT companies who support our Websites, Apps and other business systems; Operational companies such as delivery couriers; Direct marketing, loyalty reward companies or other third parties who help us manage electronic communications with you; Data insight and data analysis companies (to provide us with tools to analyse the data which we hold); Promotional partners (such as cashback or voucher sites); Customer review companies (so you can leave feedback and we can improve our service to you); and/or Competition or prize-draw partners. to any competent law enforcement body, regulatory, government agency, court or other third party where we believe disclosure is necessary (i) as a matter of applicable law or regulation, (ii) to exercise, establish or defend our legal rights or apply our Terms and Conditions, or (iii) to protect your vital interests or those of any other person; to a potential buyer (and its agents and advisers) in connection with any proposed purchase, merger or acquisition of any part of our business, provided that we inform the buyer it must use your personal information only for the purposes disclosed in this Privacy Policy; to any other person with your consent to the disclosure. Where we share your personal information with third party service providers and partners we apply a policy to ensure your personal information is safe and in order to protect your privacy. Our policy requires: We provide only the information they need to perform their specific services. They may only use your data for the purposes we specify in our contract with them. We work closely with them to ensure that your privacy is respected and protected at all times. If we stop using their services, any of your personal information held by them will either be deleted or rendered anonymous (subject to applicable law). Third parties (such as Google, Bing, Yahoo Facebook, Instagram, Twitter, Pinterest, Snapchat, Tumblr) may serve cookies on your computer or mobile device to serve advertising through our Websites. These companies may use information about your visits to this and other websites in order to provide relevant advertisements about goods and services that you may be interested in. They may also employ technology that is used to measure the effectiveness of advertisements. This can be accomplished by them using cookies or web beacons to collect information about your visits to this and other sites in order to provide relevant advertisements about goods and services of potential interest to you. We retain personal information we collect from you where we have an ongoing legitimate business need to do so (for example, to provide you with a service you have requested or to comply with applicable legal, tax or accounting requirements). When we have no ongoing legitimate business need to process your personal information, we will either delete or anonymise it or, if this is not possible (for example, because your personal information has been stored in backup archives), then we will securely store your personal information and isolate it from any further processing until deletion is possible.