Privacy Policy
How we collect, use and protect your personal information.
Last updated: 30 May 2026
MyPet Headquarters Ltd (referred to as “we,” “us,” or “our”), trading as MyPet, is a company registered in Northern Ireland (Company Number NI658909) with our registered office at 19 Arthur Street, Belfast, BT1 4GA.
This Privacy Policy explains what personal information we collect from you, how we use it, and how we protect it when you use our website or services (the “Platform”).
1. What Information Do We Collect?
We collect personal information to provide our services, and the information we collect depends on how you use our Platform.
Information you provide to us:
- Contact & Account Details: Your name, email address, mailing address, telephone number, social media identifiers, usernames, and passwords.
- Pet Information: Details about your pet(s), including their name, date of birth, sex, weight, breed, health, behaviour, location, relationships, and photographs.
- Feedback & Surveys: Information you provide when you complete customer surveys or participate in feedback sessions.
- Third-Party Information: Information about you provided by a third party, if you have given them permission to register you on our Platform.
Information we collect automatically:
- Usage Information: Details about how you interact with our Platform, including when, where, and how you access our services, and how you use them. This may include the use of cookies.
- Device & Technical Information: The type, version, and unique identifier of any mobile or non-mobile devices you use, your operating system, browser, and software.
- Location Data: Your current location and time zone. We will only collect precise location data with your permission. For example, if you enable location services to use features like the My Lost Pet function, we will collect your device’s location data to share lost pet notifications with users in your area.
2. How We Use Your Information
We use your personal information to operate and improve our services, and we process it in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
We use your information for the following purposes:
- To Provide Our Services: To manage your account, process payments, and provide you with the products and services you have purchased.
- To Improve Our Services: To enhance your user experience, improve our Platform, and develop new products and features through research and analysis.
- For Communication: To communicate with you about your account, new features, and to provide reminders and updates via email and push notifications. You can manage your communication preferences in your account settings.
- For Marketing & Advertising: To market and promote our products and services to you, including through personalised ads (remarketing) on platforms like Google and Facebook.
- For Customer Support: To investigate, reproduce and resolve issues you raise with our support team. This may include reviewing historical product analytics data associated with your account, sometimes from many months or years prior to the support request.
- For Legal & Safety Purposes: To help you comply with UK law, such as the microchipping of dogs regulations, and for fraud prevention and detection.
Legal Basis for Processing:
We process your information based on one of the following legal grounds:
- Contractual Necessity: When processing is necessary to provide the services you have requested, such as managing your account or delivering a product to you.
- Legitimate Interests: When processing is necessary for our business operations, such as for fraud prevention, or to analyse how users interact with our Platform so that we can fix bugs, improve features, and resolve historical support enquiries. We always assess the impact on your rights and privacy to ensure the processing is justified.
- Consent: When we have your explicit permission, such as for the collection of precise location data or for certain marketing communications. You have the right to withdraw your consent at any time.
- Legal Obligation: Where we are required to process your data to comply with a legal obligation, such as the microchipping legislation for dogs and cats, or HMRC record-keeping requirements.
3. Sharing Your Information
We may share your personal information with the following third parties:
- Service Providers: We share your data with trusted partners who help us operate our business, including: product analytics and customer journey analysis (Mixpanel, hosted in the United States); marketing automation and email (HubSpot); payment processing (Stripe and PayPal); and technical support and hosting providers. A full list of our key sub-processors is available on request from support@mypethq.io.
- Business Partners: With your consent, we may share information with business partners in areas like pet insurance, pet food, veterinary care, and retail to offer you relevant products or services.
- Corporate Transactions: We may share your information with potential investors, shareholders, or third parties in connection with a sale or merger of our business.
- Law Enforcement: We may disclose your information to law enforcement agencies if required by law, court order, or to prevent unlawful activity.
International Data Transfers
Our primary data infrastructure is hosted on secure servers within the UK and the European Union. However, certain third-party service providers we rely on to deliver and improve our services are located outside the UK and the European Economic Area (EEA) — most notably in the United States.
In particular, we use Mixpanel (a US-based product analytics provider) to understand how our Platform is used and to investigate historical support issues. Anonymised or pseudonymised usage events relating to your interaction with our Platform are transferred to Mixpanel’s US infrastructure.
Where we transfer personal data outside the UK or EEA, we rely on one or more of the following safeguards:
- Adequacy regulations: where the UK government has determined that the destination country provides an adequate level of data protection.
- The UK Extension to the EU-US Data Privacy Framework (DPF): where the US recipient is certified under the DPF. Mixpanel is certified under the EU-US DPF and its UK Extension.
- Standard Contractual Clauses (SCCs) and the UK International Data Transfer Addendum: where neither of the above applies, we put in place SCCs and the UK Addendum with the recipient to ensure your information is treated securely and in accordance with UK data protection laws.
A current list of our key sub-processors and the safeguards applied to each is available on request from support@mypethq.io.
4. Storing Your Information
Data Security: We use appropriate technical and organisational measures to protect your personal data. Access to your account is controlled by a unique username and password. Our core platform data is stored on secure servers within the UK and the European Union. Certain categories of data (notably product analytics) are processed by sub-processors located outside the EEA under the safeguards described in Section 3.
Data Retention: We retain different categories of data for different periods, depending on why we hold them:
- Account and pet registration data: for as long as you maintain an account with us, and (where applicable) for the period required by the Microchipping of Dogs (England) Regulations 2023 and equivalent legislation across the United Kingdom.
- Billing and transactional records: for 7 years after the end of the financial year in which the transaction occurred, to meet HMRC and accounting requirements.
- Product analytics and usage data (including data held in Mixpanel): for up to 7 years. We retain this data for an extended period so that our support team can investigate historical issues, reproduce bugs, and explain account behaviour that customers may ask us about months or years after the fact. Wherever practical, this data is pseudonymised.
- Marketing data: until you withdraw consent or opt out, and then deleted on our next routine cleansing cycle.
5. Your Rights
Under the UK GDPR, you have several rights regarding your personal information. If you would like to exercise any of these rights, please contact us using the details below.
Please note that in some cases where we have a legal obligation to process your data (such as under the microchipping legislation for dogs), certain rights, like the right to erasure or objection, may not apply.
Your rights include:
- Right to Access: You have the right to request a copy of the information we hold about you.
- Right to Rectification: You have the right to ask us to correct any information you believe is inaccurate.
- Right to Erasure (‘Right to be Forgotten’): You have the right to request that we delete your personal data in certain circumstances.
- Right to Restrict Processing: You can ask us to limit how we use your personal data in certain situations.
- Right to Object: You can object to us processing your personal data for direct marketing or other purposes.
- Right to Data Portability: You have the right to receive your personal data in a structured, machine-readable format and to transfer it to another organisation.
For more information on your rights, you can visit the ICO website.
6. Children’s Data
Our Platform is not intended for or directed at anyone under 16 years of age. We do not knowingly collect personal information from anyone under the age of 13 without verifiable parental consent, in line with the UK GDPR.
7. Cookies
Our Platform uses cookies, which are small text files placed on your device to collect standard internet log and visitor behaviour information. This information is used to track website usage and compile statistical reports. You can manage your cookie settings in your browser, but please note that some features of our Platform may not function correctly if you disable cookies.
For more detail on the cookies we use, please see our Cookie Policy. To learn more about cookies generally, you can visit www.aboutcookies.org and www.allaboutcookies.org.
8. External Links
Our Platform may contain links to other websites. This Privacy Policy applies only to our Platform, so if you click on a link to an external site, you should read their privacy policy.
9. How to Contact Us
If you have any questions about this Privacy Policy or our use of your information, or if you would like to exercise any of your rights, please contact us by email at support@mypethq.io or by mail at our registered office: 19 Arthur Street, Belfast, BT1 4GA.
10. Complaints
We hope to resolve any concerns you may have about our use of your personal information. However, you also have the right to lodge a complaint with the Information Commissioner’s Office (ICO), the UK’s supervisory authority for data protection.
11. Changes to this Privacy Policy
This Privacy Policy was last updated on 30 May 2026. We may update this policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. We encourage you to review it periodically to stay informed about how we are protecting your information.
