Privacy Policy

This Privacy Policy governs the manner in which Pet N Pony collects, uses, maintains and discloses information collected from users (each, a "User") of the www.petnpony.co.uk website ("Site"). This privacy policy applies to the Site and all products and services offered by Pet N Pony.

Personal identification information

We may collect personal identification information from Users in a variety of ways, including, but not limited to, when Users visit our site, register on the site, place an order, subscribe to the newsletter, opt in to SMS or WhatsApp messages, respond to a survey, fill out a form, and in connection with other activities, services, features or resources we make available on our Site. Users may be asked for, as appropriate, name, email address, mailing address, phone number, credit card information. Users may, however, visit our Site anonymously. We will collect personal identification information from Users only if they voluntarily submit such information to us. Users can always refuse to supply personally identification information, except that it may prevent them from engaging in certain Site related activities.

Non-personal identification information

We may collect non-personal identification information about Users whenever they interact with our Site. Non-personal identification information may include the browser name, the type of computer and technical information about Users means of connection to our Site, such as the operating system and the Internet service providers utilized and other similar information.

Web browser cookies

Our Site may use "cookies" to enhance User experience. User's web browser places cookies on their hard drive for record-keeping purposes and sometimes to track information about them. User may choose to set their web browser to refuse cookies, or to alert you when cookies are being sent. If they do so, note that some parts of the Site may not function properly.

PetnPony's website uses cookies to help keep track of items you put into your shopping cart, including when you have abandoned your cart. This information is used to determine when to send cart reminder messages by email and, where you have opted in, by text message. See our Cookie Policy for more detail on the specific cookies we use.

How we use collected information

Pet N Pony may collect and use Users personal information for the following purposes:

  • - To improve customer service Information you provide helps us respond to your customer service requests and support needs more efficiently.
  • - To personalize user experience We may use information in the aggregate to understand how our Users as a group use the services and resources provided on our Site.
  • - To improve our Site We may use feedback you provide to improve our products and services.
  • - To process payments We may use the information Users provide about themselves when placing an order only to provide service to that order. We do not share this information with outside parties except to the extent necessary to provide the service.
  • - To run a promotion, contest, survey or other Site feature To send Users information they agreed to receive about topics we think will be of interest to them.
  • - To send periodic emails We may use the email address to send User information and updates pertaining to their order. It may also be used to respond to their inquiries, questions, and/or other requests. If User decides to opt-in to our mailing list, they will receive emails that may include company news, updates, related product or service information, etc. If at any time the User would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email or User may contact us via our Site.

Text message (SMS) marketing

If you provide your mobile phone number and opt in — for example through our back-in-stock alert widget or a cart reminder sign-up form — you may receive recurring text messages from PetnPony regarding order updates, back-in-stock alerts, cart reminders, and marketing offers. We use Klaviyo, our SMS and email marketing platform, to send these messages. Phone numbers collected for this purpose are used only to send the messages you have agreed to receive, and this data is not sold, rented, or shared with unaffiliated third parties for their own marketing purposes. You can opt out at any time by replying STOP to any text message. Full terms governing our SMS programme, including message frequency, potential message and data charges, and how to get help, are set out in our Mobile Terms of Service.

If you opt in to restock notifications by WhatsApp, the same principles apply: your number is used only to send you the restock alert you requested, and is not sold or shared with unaffiliated third parties for their own marketing purposes.

Third-party service providers

We use a number of third-party apps and service providers to operate our Site and fulfil orders. Depending on how you interact with us, your information may be processed by:

  • Klaviyo — email and SMS marketing, including back-in-stock and cart reminder messages
  • REVIEWS.io — collecting and displaying product reviews, and sending review request emails
  • Seal Subscriptions and Loop Subscriptions — managing recurring subscription orders and billing
  • Preorder & restock notifications — sending restock alerts by WhatsApp to Users who opt in
  • Loyalty, Rewards and Referrals — administering our PetnPony Rewards loyalty and referral programme
  • Click & Drop and ShipStation — printing shipping labels and passing your delivery details to Royal Mail and other couriers
  • Klarna — assessing eligibility for buy-now-pay-later payment options (see the Klarna section below)
  • FraudLabs Pro — screening orders for fraud risk
  • Microsoft Clarity and other analytics tools — understanding how visitors use our Site (see our Cookie Policy)
  • Powerful Form Builder — processing enquiries submitted through contact and sign-up forms

We only share the information necessary for each provider to perform its function, and we require these providers to handle your data in line with applicable data protection law.

How we protect your information

We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorized access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site. Sensitive and private data exchange between the Site and its Users happens over a SSL secured communication channel and is encrypted and protected with digital signatures. Our Site is also in compliance with PCI vulnerability standards in order to create as secure of an environment as possible for Users.

Sharing your personal information

We do not sell, trade, or rent Users personal identification information to others. We may share generic aggregated demographic information not linked to any personal identification information regarding visitors and users with our business partners, trusted affiliates and advertisers for the purposes outlined above. We may use third party service providers to help us operate our business and the Site or administer activities on our behalf, such as sending out newsletters or surveys. We may share your information with these third parties for those limited purposes provided that you have given us your permission. The above excludes text messaging originator opt-in data and consent; this information will not be shared with any third parties.

Klarna

In order to be able to offer you Klarna’s payment options, we will pass to Klarna certain of your personal information, such as contact and order details, in order for Klarna to assess whether you qualify for their payment options and to tailor the payment options for you. General information on Klarna you can find here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarnas privacy statement.

Changes to this privacy policy

Pet N Pony has the discretion to update this privacy policy at any time. When we do, we will post a notification on the main page of our Site, revise the updated date at the bottom of this page and send you an email. We encourage Users to frequently check this page for any changes to stay informed about how we are helping to protect the personal information we collect. You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications.

Your acceptance of these terms

By using this Site, you signify your acceptance of this policy. If you do not agree to this policy, please do not use our Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.

Contacting us

If you have any questions about this Privacy Policy, the practices of this site, or your dealings with this site, please contact us at: Pet N Pony www.petnpony.co.uk 49-51 Dragonville Ind. Park Dragon Lane County Durham DH1 2XU 01913840900 enquiries@petnpony.co.uk This document was last updated on 17 July 2026