Tails.com terms

Welcome to tails.com

Thank you for choosing tails.com. Here, you'll find our detailed Terms and Conditions, use the quick navigation links below to easily find what you are looking for.

For help with an existing account or for help joining tails.com, click here to visit our Help Centre. That's where you can find tips and videos to help you and your dog get the most from tails.com, as well as how to pause, delay or cancel your deliveries. To contact our support team at any time, click here. You can also manage your account easily from your Dashboard by logging in here, where you can manage your deliveries (including easy tools to pause, delay or cancel), update your dog's details, and edit your account.

These Terms and Conditions were last updated on the 25th of April 2019

The whole document forms the Terms and Conditions of using our website (the "Website"), accessing our logged in pages and purchasing any products from this website

We are confident that you and your dog will like our service, and we occasionally offer promotional offers and discounts to allow new customers to try our tailor-made pet nutrition at a discounted price

Discounted offers (inclusive of free offers) are available only once to any one customer, and any free offers are limited to a maximum of one individual dog per household (unless otherwise explicitly specified). Where the promotional offer is for a trial period of time, there is a maximum of 20 kg of tailor-made food per discounted offer order. We may apply limitations on dog activity levels for discounted offers. Due to the cost of the products, promotional offers and discounts are for limited time periods only, and with a limited number of offers redeemable. In the unfortunate case that we detect any abuse or unfair treatment of an offer or discount (including the Refer A Friend scheme, Refer A Friend referral codes and associated rewards) , we reserve the right to put user accounts or deliveries on hold, and charge full price for any duplicate deliveries

The terms for offers are specifically detailed below in Member and introductory Offers and Discounts

Introduction

These Terms and Conditions govern you – a customer (potential, past or current) and / or a viewer of the website (“you”, “your”) relationship with Tailsco (trading as tails.com), a company incorporated in England, whose registered office for correspondence is at Spencer House, 23 Sheen Rd, Richmond Upon Thames, TW9 1BN, registered company number 08750390, VAT number 173 5091 10, and ICO Registration number: ZA058836 (“tails.com”, “Tailsco”, “Us”, “We”, “Our”), your Logged In Pages (the functional areas of the Website, pages at tails.com, where you can edit information and add information bespoke to you), all orders and / or subscriptions you make for the Pet / Working Dog products advertised for sale by us (the “Products”) via the website, and all Communications with you (Communications) (including but not limited to emails from us to you, printed material that will accompany your Orders, labelling particulars on the Products)

You should read these Terms and Conditions carefully before using the Website.

By using this site you signify your acceptance of our terms and conditions in return for which we will grant you access to our Website

If you do not agree to these Terms and Conditions please exit our website immediately, do not set up an account, login to and / or enter information into the Logged In Pages and do not order any product from tails.com

No changes to these Terms and Conditions are valid or have any effect unless agreed by us in writing. We reserve the right to modify our Terms and Conditions. From time to time we will modify the Terms and Conditions and our updated terms will be displayed on the Website and by continuing to use and access the Website following such changes, you agree to be bound by any variation made by us. It is your responsibility to check these Terms and Conditions from time to time to verify such variations.The Terms and Conditions applicable to your access and use of the Website are the version that is displayed on the website at each date you access the Website. If at any time you do not wish to accept the Terms and Conditions you must not continue to use the website. Your continued use of the website, and your continued subscription after we make any changes constitutes your acceptance of the changes. If you do not agree to the changes, you must cancel your subscription. Details of how to cancel can be found below

Please also refer to our FAQ on the website for additional information

This Website and our Communications are intended for access in the UK. Any users in a jurisdiction where the site’s publication or availability is prohibited must not access the site. Those who access the site do so on their own initiative and are responsible for compliance with local laws where they are applicable

We seek to make the Website as accessible as possible. If you have any difficulties using the Website, please contact us at hello@tails.com or via our help centre.

Your use of the Website means that you must also comply with our Privacy policy, our Cookie policy and our Online terms and conditions for the supply of goods, where applicable

Electronic communication

When using our website functions (including the consultation feature where you enter details about your pet / working dog), using the Logged In pages or emailing us you are communicating with us electronically. You consent to receive communications from us electronically. All information, disclosures, notices and agreements we communicate to you via email or via the website are considered in writing

By giving us your email address (by voluntarily creating a user account with us, and / or purchasing products through us) you consent to receiving electronic communication directly from us. This communication can be directly related to your purchase or direct marketing from us

Registration and account management

To purchase any products and to take part in our consultation, we require you to register with us using the process defined on our Website. Registering with us generates a User Account (“User Account”, “Account”, a unique username with associated information) for you and your pet(s). This gives you access to the Logged In Pages, and means you are able to purchase products from us

To register with us, you must be 18 years of age or over on the date of registering

You must ensure that the details you provide us, via the Logged in Pages or any other communication (including email) are accurate and complete

You must promptly inform us of any changes to the information that you provided us with – you can do this quickly and easily by accessing the Logged In Pages. This includes your payment details. If we are unable to take payment from your card we are unable to process your order

If you require the changes to take effect prior to your next order please do this greater than 24 hours before your order is to be packed and shipped, as displayed on your logged-in pages, this date for changes is displayed as the “last date for changes

All personal and payment details are governed by our Privacy Policy

Accounts are non-transferrable and you cannot assign, transfer, trade or sell your Account with tails.com to any other party

You can access the specific details regarding your subscription and Tailor-made Feeding plan, and any other orders, with tails.com by logging into your User Account and clicking onto the relevant section of the Website

You agree not to impersonate any other person whilst using our website. You also agree not to conduct yourself in an offensive, illegal, immoral or offensive manner whilst using our website

You may not use our site for illegal purposes or in any way that may damage our name or reputation

We may prevent or suspend your access to the Website if you do not comply with any part of these Terms and Conditions, any terms or policies to which they refer or any applicable law

Password and security

When you register with us on our Website you will be asked to create a password which is associated with your User Account. It is your responsibility to choose a secure password and keep this safe

You are responsible for all purchases made on your tails.com Account

You are responsible for all actions and changes to your Account in the Logged In Pages of tails.com (including but not limited to change of Pet details, postal address and delivery instructions)

You must notify us immediately if you suspect or know that anyone has gained unauthorised access to your tails.com Account

We are only able to register one owner per account, and for security purposes we may ask for confirmation of your details if you contact us to discuss your account

You are responsible for keeping your account details confidential

Orders and subscription

You must have an Account to purchase any products or make any orders with us

You must also have correct, accurate and valid card details entered on your User Account

When you register an account and select a delivery date with Us, you will automatically be subscribed to a regular order of products, including the Tailor-made Feeding Plan, from tails.com

The Tailor-Made Feeding Plan is a tailor-made subscription product based on criteria specified about your pet(s) or working dog(s) by you in the Logged In Pages

The Tailor-made Feeding Plan changes over time in content, composition and specific feeding instructions for your pet or working dog based on specific factors (including, but not limited to, their age, breed, activity level, time period covered, data and feedback provided by you through your User Account)

The total price paid by you for the Tailor-made Feeding Plan is the price of the specific feeding plan in each specific order calculated on the day your order is processed, plus VAT where appropriate. This cost breakdown will be displayed on the website prior to you confirming the order. At this point, you can modify your details and the details of your pet prior to progressing with the purchase. The total price of your next and past orders is also visible in the Logged In Pages

We reserve the right to vary the contents of your order without notice and at our sole discretion

You can manage your future orders with us through your Logged In Pages

Your subscription will remain in place unless cancelled (through your Logged In Pages)

Any changes you make to your online profile through the Logged In Pages may change the price of your order, and we will display this price to you once you have submitted these changes

The charge for the total price will be charged to the payment card we hold on your account for you at the time of the Order Processing for each specific order

Your subscription to any Tailor-made Feeding Plan will remain in effect until it is cancelled by you. Details on how to cancel can be found in the FAQ

If you cancel a Tailor-made Feeding Plan and reactivate at a different time the price for the Tailor-made Feeding Plan subscription may be a different price than the price in effect for the plan at the time of cancelling the Tailor-made Feeding Plan

Deliveries and returns

Products ordered from us can be delivered to addresses within the UK (including Northern Ireland). This excludes PO Boxes

Products will be delivered via our third-party courier

Proof of delivery is only obtained under some circumstances

Delivery dates for your first delivery are selected by you prior to confirmation of your first order. Future deliveries run on a regular schedule that is visible to you in the logged-in pages for your account. This includes the price of the next order to be shipped and the delivery dates for this

Actual delivery times may vary based on your location, our stock availability, when you finalise your information on the logged in pages, and circumstances impacting delivery out of our control (including public holidays and force majeure scenarios)

You will not hold us responsible for any delays out of our control

You must report missing or undelivered deliveries by emailing us at hello@tails.com

Please ensure your address, contact details and leave safe information is kept up to date as referred to in the Registration and Account Management section of these Terms & Conditions

We want you to be satisfied with the products you receive from tails.com. If you're not satisfied and do wish to return any product to us please follow the following steps:

  • Email us at hello@tails.com from the email address associated with your user account. Please include details of the product that you wish to return (the unique recipe code from your menu card) and a reason for return. Please do this within 7 working days of receiving your product from us
  • If we require the goods to be returned to us, we will communicate this to you and arrange collection. Please take reasonable care of the goods whilst in your possession prior to any return. We will inspect the goods on arrival
  • We may request further information from you regarding your return
  • If a fault is agreed on our part, and/or refund agreed, we will endeavour to refund you within 7 business days. The refund will cover the cost of the item being returned

Cancellation

You can cancel your subscription at any time, through your logged in pages. You can read more about how to do this in the FAQ. The estimated shipment date for upcoming orders is visible on your logged in pages - see the deliveries section. Your subscription must be cancelled on or before the last date for changes to your order shown on your dashboard. Orders will still be charged and delivered if your notification of cancellation is after your last date for changes for that order.

Termination or refusal by us

We reserve the right to refuse or cancel subscription orders at our sole discretion. If we do this, you will only be charged for orders that have been shipped to you

Member and introductory offers and discounts

We may offer new and/or existing customers special offers from time to time

Where we make such offers, Introductory offers are only available to new users of the website. Previously registered users do not qualify for an additional offer, unless expressly stated. “Previously registered users” refers to any combination of: a user with a user account at tails.com, a credit or debit card, a credit or debit card holder, a delivery address, a cardholder address, or a household, who has previously made use of the tails.com service

Unless otherwise stated, free trials and competition prizes of tailor-made dog food refer to the dry blend only, and do not include wet food and treats.

Offers are limited to one individual dog, unless otherwise explicitly stated

Where an offer is for a trial period of time, there is a maximum limit of 20kg of tailor-made food per order under the offer. Certain dog activity levels may be excluded from offers

We may cancel any special offer, introductory offer or discount at any time without notice

At our sole discretion, we may restrict who may enter into offers for any reason

Promotional offers and discounts are available for limited time periods only

Introductory offers of one month's free food are not available to puppies under 14 weeks old.

Delivery charges may apply to trial orders

The Refer A Friend scheme allows existing tails.com customers to share their unique Refer A Friend codes with their friends to enable them to trial the tails.com service at a discount. The Refer A Friend codes can only be used by new customers who have not previously had a tails.com account or delivery (therefore previously registered users cannot use a Refer A Friend code). Existing tails.com customers cannot use Refer A Friend codes, and customers cannot use their own unique Refer A Friend codes on their own account

Once a existing tails.com customer (“referrer”) has referred a friend with their Refer A Friend code and the referred friend has both signed up using that code and received their first tails.com delivery, the referrer will be able to claim £10 credit via the logged in Refer a Friend page. Once claimed this credit is automatically applied to future tails.com orders where payment hasn’t already been taken only. The credit cannot be applied retrospectively

Each customer is able to refer a maximum of 5 friends and earn a maximum of £50 referral credit. We reserve the right to increase or decrease these limits at any time, at our sole discretion and without prior notification.

We reserve the right to put any user account(s) or dog profile(s) on hold and prevent outgoing deliveries, and/or remove any Refer A Friend credit from any user account(s) where we become aware of or detect any abuse or unfair treatment of an offer or Refer A Friend referral code(s) and associated Reward(s)

When sharing your referral code you may not mimic or misrepresent tails.com or otherwise mislead people to believe that they are dealing with tails.com or affiliates We require you to sign up with a user account at tails.com in order to redeem any offer. This process is detailed in the “Registration and Accounts Management" section, and specifically this registration process includes you registering a valid credit or debit card, this includes registering with free and discounted offers

Except where otherwise stated, discounts and credits cannot be used in conjunction with any other offers

Tails.com reserve the right to remove unclaimed Refer A Friend credit after 6 months. Once an account has been inactive for 12 months (defined as there being no deliveries in the preceding 12 months) we reserve the right to remove Refer A Friend credit whether it has been claimed or not. Any Refer A Friend credit (whether claimed or not) on an account which is cancelled is immediately removed

Purchase of our products is only via our website, and requires a registered account with valid payment and delivery details to redeem a free or discounted offer, or to redeem an account credit

Account credits and offers cannot be redeemed for cash

After any discounted offer you will be charged the full price for subsequent orders until such time as another applicable and valid discounted offer is applied, or you cancel active subscriptions and orders with us

These terms are subject to change at any time

The Tails.com taste guarantee

We hope your dog enjoys their tails.com food. However, if your dog does not eat our tailor-made dry food we will refund you the original order price of that food under the tails.com Taste Guarantee

To claim under the tails.com Taste Guarantee we require you to contact us at hello@tails.com within 10 days of the food arriving at your nominated address. The email must be sent to us from the email address associated with your account (so we can confirm you are the account holder), and must include the details of why you wish to submit a claim under the Taste Guarantee. If you have had a delivery for more than one dog, we also need to know for which dog you are making the claim

It is your responsibility to arrange return of the remaining portion of the tailor-made food to us, we will provide the returns address when you contact us. The cost of the return is to be paid for by you.

The refund amount will be for the items for which the claim under the Taste Guarantee is made, determined by the proportion of the original order price that the food relating to the claim being made represents. The refund amount will be up to the value of the price charged to your credit or debit card for this order as a maximum. The original order price means the final price paid after any promotional discounts or account credits have been redeemed or applied for that purchase

We will arrange a refund within a reasonable period of the initial email being received by us from you, provided the product has been returned to us. This will be repaid onto the card you originally used to pay for the order, and we will notify you once this refund has been issued by us – it can take up to 7 working days from this point for the payment to be credited to your account

The tails.com Taste Guarantee only applies to the first delivery on your tails.com account and claims are limited to one per household and / or tails.com account holder

Copyright and intellectual property

The Website and all intellectual property rights in it including but not limited to any content are owned by us all times, unless licensed or borrowed property. Those works are protected by copyright laws and treaties around the world. All such rights are reserved

This content includes any text, image, video, audio or other multimedia content, software or other information or material submitted to or on the Site. Intellectual property includes  logos, trademarks, trade names, domain names, database rights patents, design rights, copyright and all other intellectual property rights of any kind whether or not they are registered or unregistered (anywhere in the world) derived from the design or function of the Website or any Communications

Through use of the Website, or as a recipient of the Communications, You automatically agree to respect these copyright and intellectual property rights

You may print off one copy, and may download extracts, of any page(s) from our site for your personal use and you may draw the attention of others within your organisation to content posted on our site.

You may not copy, download, transmit, reproduce, print or reproduce in any means any materials contained within the Website for commercial purposes unless expressly permitted by tails.com

You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text

Our status as the authors of content on our site must always be acknowledged

If you print off, copy or download any part of our site in breach of these terms of use, your right to use our site will cease immediately and you must, at our option, return or destroy any copies of the materials you have made

Nothing in these Terms and Conditions grants you any legal rights in the Website other than as necessary to enable you to access the Website. You agree not to adjust to try to circumvent or delete any notices contained on the Website (including any intellectual property notices) and in particular any digital rights or other security technology embedded or contained within the site.

TAILS.COM is our trade mark. Other trade marks and trade names may also be used on this Website. The use of any trade marks on this Website is strictly prohibited unless you have our prior written permission  

From time to time this website may also include links to external websites (outside the tails.com domain). Any such hyperlinks or references are provided for your convenience only. We have no control over third party websites and accept no legal responsibility for any content, material or information contained in them. The display of any hyperlink and reference to any third party website does not signify our endorsement of the websites or associated companies, their products or services. Your use of a third party site may be governed by the terms and conditions of that third party site

You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it.

You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.

Our site must not be framed on any other site, nor may you create a link to any part of our site other than the home page.

We reserve the right to request that you remove any links to our website that you create and publish

No warranty

This Website and our Communications, and their content, are provided as is

We accept no liability for the content of and functions contained on the Website or in our Communications

We cannot promise that the Website will be fit or suitable for any purpose. Any reliance that you may place on the information on this Website is at your own risk

While we try to make sure that the Website is available for your use, we do not promise that the Website is available at all times and we make no warranty that the website will operate uninterrupted or error-free

We may suspend or terminate operation of the Website at any time as we see fit

We do not warrant that the site is compatible with all computer or mobile device software and equipment

While we take internet security seriously and try to make sure that the Website is accurate, up-to-date and free from bugs we cannot warrant that the Website and its server is free of errors, viruses, worms, Trojan Horses or any other malicious software. We shall not be liable for any damage you may suffer as a result of such destructive and unintended features.

We will not be deemed to be in breach of contract or of these Terms and Conditions as a result of any failure to perform our obligations or any delay in our performance if that failure or delay is due to any circumstance beyond our reasonable control

We warrant that the products will be of satisfactory quality and fit for purpose

This warranty is in lieu of all other warranties, expressed or implied

Limitation of liability

You acknowledge that your use of this site and its content is at your own risk

You acknowledge that the feeding guides and/or tailor-made feeding plan provided by us is intended as a guide only. It is your responsibility as a pet owner to monitor your pet's weight and condition, and to let us know any changes in either weight or condition as these may impact your tailor-made feeding plan. If you have any concerns about your pet's weight and condition, please consult your vet

Except for liability which we cannot limit, restrict or exclude by law we shall have no liability to you or any third party for any direct, indirect or consequential losses or damages (including loss of profits), or any other damages of any kind whether that were not foreseeable to both you and us at the point of sale or use of our website

We shall have no liability to you for any breach of these Terms and Conditions caused by any event or circumstance beyond our reasonable control including, but not limited to, strikes, lock-outs or other industrial disputes; breakdown of systems or network access; or flood, fire, explosion or accident

Customers should be aware that an order from tails.com can be heavy, and so extra care should be taken when accepting delivery and unpacking the contents of the order, doing so directly from the box at ground level if required

Validity of provisions and remedies

If any provisions of these Terms and Conditions is or becomes invalid or contravenes applicable regulations then the remaining provisions will not be affected

Waiver and breach

No waiver by us or breach of the Terms and Conditions shall constitute a waiver of any other form

No failure by us to exercise any remedy shall constitute a waiver of the right subsequently to exercise that or any other remedy

Web links and advertising

Links to our Website from other Websites or Publications (included but not limited to magazines, newspapers, newsletters and flyers) (other than sites owned by Us or publications commissioned by us) are for information only. They have not been reviewed by us and as such we have no responsibility for the content of such Websites or Publications and accept no liability for any losses whatsoever than may be incurred as a result

Privacy policy

Introduction

Your privacy is important to us, so to:

  • Let you know about your privacy rights;  
  • How the law protects you, and
  • Enable you to understand how tails.com looks after your personal data   

We have prepared this Privacy Policy. Please use the guide to specific sections below to easily find what you are looking for.  

1. IMPORTANT INFORMATION AND WHO WE ARE

2. THE DATA WE COLLECT ABOUT YOU

3. HOW IS YOUR PERSONAL DATA COLLECTED  

4. HOW AND WHY WE USE YOUR PERSONAL DATA  

5. DISCLOSURES OF YOUR PERSONAL DATA  

6. INTERNATIONAL TRANSFERS  

7. DATA SECURITY

8. DATA RETENTION  

9. YOUR LEGAL RIGHTS  

10. GLOSSARY

1. Important information and who we are

Purpose of this privacy notice

Our privacy notice aims to give you information on how tails.com collects and processes your personal data through your use of our website and related services, including any personal data you may provide through this website when you create an account with us or purchase our products.

For the avoidance of doubt, this privacy policy and any references to personal data herein do not include information relating to your dog. For further information about how we use information relating to your dog, including use of your dog’s photo, please see the tails.com Terms and Conditions.    

Given the nature of our services, we do not knowingly collect data relating to children. It is important that you read this privacy notice together with any other notices we may provide you so that you are fully aware of how and why we are using your data. This privacy notice does not override our other notices and may be updated from time to time.

Data Controller

Tailsco control and are responsible for the personal data that we hold about you. Our company correspondence details, registered company number and ICO registration number are included in the introduction paragraph to these terms and conditions.

If you have any questions about this privacy notice, including any requests to exercise your legal rights, please contact us using the details set out below.  

We would  appreciate the chance to deal with any data protection concerns you may have before you approach the Information Commissioner's Office (ICO) so please contact us at mydata@tails.com in the first instance.  

You have the right to make a complaint at any time to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk).  

Changes to the privacy notice and your duty to inform us of changes

It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.

Third-party links

This website 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 notice of every website you visit.

2. The data we collect about you

Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).

We may collect, use, store and transfer different kinds of personal data about you which we have grouped together follows:

  • Identity Data includes first name, last name, username or similar identifier (including your facial features if you provide them to us in a photograph).
  • Contact Data includes billing address, delivery address, email address and telephone numbers.
  • Financial Data includes bank account and payment card details.
  • Transaction Data includes details about payments to and from you and other details of products and services you have purchased from us, which includes anything we’ve sent or delivered to you.
  • Technical Data includes details of visits to our site, internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access this website.  
  • Profile Data includes your username and password, purchases or orders made by you, your interests, preferences, feedback, communications you’ve sent to us or we’ve sent to you and survey responses.   
  • Usage Data includes information about how you use our website, communications (including email and social media), products and services.  
  • Marketing and Communications Data includes your preferences in receiving marketing from us and our third parties and your communication preferences.

We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data may be derived from your personal data but is not considered personal data in law as this data does not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy notice.

We do not usually collect any Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and biometric data). Nor do we collect any information about criminal convictions and offences. In some circumstances, we may inadvertently record Special Categories of Personal Data if voluntarily disclosed to us in email or over the phone. Under such circumstances, any Special Categories of Personal Data will be treated in accordance with your rights.  

If you fail to provide personal data

Where we need to collect personal data by law, or under the terms of a contract we have with you and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with goods or services). In this case, we may have to cancel a product or service you have with us but we will notify you if this is the case at the time.  

3. How is your personal data collected?

We use different methods to collect data from and about you including through:

  • Direct correspondence. You may give us your Identity, Contact and/or Financial Data by filling in forms or by contacting us via social media, our website, post, phone, text, email or otherwise. This includes personal data you provide when you:
  • Complete our sign-up questions and consultation;  
  • Create or start creating a user account on our website;
  • Provide details of any changes to your account that you may notify us of from time to time
  • Subscribe to our service;  
  • Request marketing to be sent to you;
  • Subscribe to a promotion or survey; or
  • Communicate with us, whether it’s giving us some feedback, asking us any questions or providing us with any suggestions about our products and services.  
  • Automated technologies or interactions. As you interact with our website, we may automatically collect Technical Data about your equipment, browsing actions and patterns. We collect this personal data by using cookies and other similar technologies. We may also receive Technical Data about you if you visit other websites employing our cookies. Please see our cookie policy for further details.
  • Third parties or publicly available sources. We may receive personal data about you from various third parties including Technical Data from the following parties:

         (a) analytics providers;

         (b) advertising networks; and

         (c) search information providers.

4.  How and why we use your personal data

We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:

  • Where we need to perform the contract we are about to enter into or have entered into with you.
  • Where it is in our legitimate interests (or those of a third party) and your interests do not override that interest.
  • Where we need to comply with a legal or regulatory obligation.

Generally we do not rely on consent as a legal basis for processing your personal data other than in relation to sending direct marketing communications to you via email or text message from us. You have the right to withdraw consent to marketing at any time by visiting our communication preference centre or by contacting us.

The points below set out how we use your data and the lawful basis for doing so.  

Activity:

To register you as a new customer

Data required:

(a) Identity,

(b) Contact,

(c) Financial

Data required for:

Performance of a contract with you

Activity:

To contact you regarding completion of the registration process

Data required:

(a) Identity,

(b) Contact,

(c) Usage

Data required for:

Performance of a contract with you

Activity:

To process and deliver your order including: 

(a) Manage payments, fees and charges,

(b) Collect and recover money owed to us

Data required:

(a) Identity,

(b) Contact, 

(c) Financial, 

(d) Transaction, 

(e) Marketing and Communications

Data required for:

(a) Performance of a contract with you, (b) Necessary for our legitimate interests (to recover debts due to us)

Activity:

To manage our relationship with you which will include:

(a) Notifying you about changes to our terms or privacy policy,

(b) Asking you to leave a review or take a survey

Data required:

(a) Identity,  

(b) Contact,

(c) Profile,

(d) Marketing and Communications

Data required for:

(a) Performance of a contract with you,

(b) Necessary to comply with a legal obligation,

(c) Necessary for our legitimate interests (to keep our records updated and to study how customers use our products/services)

Activity: To enable you to complete a survey

Data required:

(a) Identity,

(b) Contact,

(c) Profile,

(d) Usage,

(e) Marketing and Communications

Data required for:

(a) Performance of a contract with you,

(b) Necessary for our legitimate interests (to study how customers use our products/services, to develop them and grow our business)

Activity:

To administer and protect our business and this website (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data)

Data required:

(a) Identity,

(b) Contact,

(c) Technical

Data required for:

(a) Necessary for our legitimate interests (for running our business, provision of administration and IT services, network security, to prevent fraud and in the context of a business reorganisation or group restructuring exercise),

(b) Necessary to comply with a legal obligation

Activity:

To deliver relevant website content and advertisements to you and measure or understand the effectiveness of the advertising we serve to you

Data required:

(a) Identity,

(b) Contact,

(c) Profile,

(d) Usage,

(e) Marketing and Communications,

(f) Technical

Data required for:

Necessary for our legitimate interests (to study how customers use our products/services, to develop them, to grow our business and to inform our marketing strategy)

Activity:

To use data analytics to improve our website, products/services, marketing, customer relationships and experiences

Data required:

(a) Technical, 

(b) Usage

Data required for:

Necessary for our legitimate interests (to define types of customers for our products and services, to keep our website updated and relevant, to develop our business and to inform our marketing strategy)

Activity:

To make suggestions and recommendations to you about goods or services that may be of interest to you on the basis of previous sales to you via electronic means (telephone, email, SMS or App push notifications)

Data required:

(a) Identity,

(b) Contact,

(c) Technical,

(d) Usage,

(e) Profile,

Data required for:  

Necessary for our legitimate interests (to develop our products/services and grow our business)

Note that we may process your personal data for more than one lawful ground depending on the specific purpose for which we are using your data. Please contact us if you need details about the specific legal ground we are relying on to process your personal data where more than one ground has been set out in the list above. For the most part, we’ll be using your data to fulfil our contract with you. In providing any peripheral services, we will only use your data where it is in our legitimate interests, such as improving our goods/services, which we hope will benefit you and your dog.

Marketing  

We provide you with choices regarding certain personal data uses, particularly around marketing and advertising. We have established a communication preferences centre within your account area where you can view and make certain decisions about how we communicate with you.

Promotional offers from us  

We may use your Identity, Contact, Technical, Usage and Profile Data to form a view on what we think you may want or need, or what may be of interest to you (and your dog). This is how we decide which products, services and offers may be relevant for you.

You will receive marketing communications from us if you have requested information from us or purchased goods or services from us or if you provided us with your details when you started our signup process and, in each case, you have not opted out of receiving that marketing.

Third-party marketing  

We will get your express opt-in consent before we share your personal data with any company outside the tails.com group of companies for marketing purposes.  

Opting out

We have established a communication preferences centre within your account area where you can view and make certain decisions about how we communicate with you (https://tails.com/settings/communication-preferences). You can ask us to stop sending you marketing messages at any time by logging into the website and selecting yes or no to adjust your marketing preferences or by following the unsubscribe links on any marketing message sent to you via email or by contacting us at any time.  

Where you opt out of receiving these marketing messages, this will not apply to personal data provided to us as a result of a product/service purchase. We will continue to communicate with you for reasons essential to the fulfilment of any orders (this includes information relating to your account and deliveries), you cannot opt out of any such messages.  

Cookies

You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly.

For more information about the cookies we use, including third-party cookies, please see our cookie policy.

Change of purpose  

We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us.  

If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.

Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.

5. Disclosures of your personal data

  • We may have to share your personal data with the parties set out below for the purposes set out in the table in paragraph 4 above.
  • Delivery services, such as Yodel, for the fulfilment of your orders.
  • Service providers who provide IT and system administration services.
  • Professional advisers including lawyers, bankers, auditors and insurers based who provide consultancy, banking, legal, insurance and accounting services.
  • HM Revenue & Customs, regulators and other authorities who require reporting of processing activities in certain circumstances.
  • Third parties to whom we may choose to sell, transfer, or merge parts of our business or our assets.

Alternatively, we may seek to acquire other businesses or merge with them.  

We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We only permit third parties to process your personal data for specified purposes and in accordance with our instructions. Third-parties may contact you directly in connection to the provision of our goods/services e.g. relating to the delivery of your orders – such communications may include satisfaction surveys relating to your delivery. These communications will be covered by the third party’s privacy policy.

6. International transfers

Some of our servers and processors are based outside the European Economic Area (EEA) so their processing of your personal data will involve a transfer of data outside the EEA.

Whenever we transfer your personal data out of the EEA, we ensure a similar degree of protection is afforded to it by ensuring at least one of the following safeguards is implemented:

  • That that country has been deemed to provide an adequate level of protection for personal data by the European Commission.
  • We use model clauses approved by the European Commission which give personal data the same protection it has in Europe.  
  • Where we use providers based in the US, we may transfer data to them if they are part of the Privacy Shield which requires them to provide similar protection to personal data shared between the Europe and the US.  

Please contact us at mydata@tails.com if you want further information on the specific mechanism used by us when transferring your personal data out of the EEA.

7. Data security

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed.  

We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

8. Data retention

How long will you use my personal data for?

We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.  

To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.

In some circumstances you can ask us to delete your data: see 'Request erasure' below for further information.

For Personal Data that is not required to be kept for legal purposes or where our legitimate interest is not overridden by your interests or fundamental rights and freedoms, we will retain your data for 24 months from the point at which you cancel your subscriptions with us and stop all interaction with tails.com.  If you don’t complete our signup process for your first delivery, we will retain any Personal Data that you provide during the signup process for 12 months. If you have opted into receiving marketing messages from us, we will notify you via email prior to deleting your Personal Data so you have a chance to prevent the deletion and enable you to retain access to your account, your dog’s order profile and any correspondence with us.

If you have opted out of marketing, please be aware that we will delete your Personal Data in accordance with the timeframes above without further notification to you.

In some circumstances we may anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes in which case we may use this information indefinitely without further notice to you.

9. Your legal rights

Under certain circumstances, you have rights under data protection laws in relation to your personal data, these include:  

  • Request access to your personal data.
  • Request correction of your personal data.
  • Request erasure of your personal data.
  • Object to processing of your personal data.
  • Request restriction of processing your personal data.
  • Request transfer of your personal data.
  • Right to withdraw consent.

If you wish to exercise any of the rights set out above, please contact us at mydata@tails.com. You have the right to:

Request access to your personal data (commonly known as a "data subject access request"). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.

Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.

Request erasure of your personal data. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.  

Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.

Request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in the following scenarios: (a) if you want us to establish the data's accuracy; (b) where our use of the data is unlawful but you do not want us to erase it; (c) where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims; or (d) you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.  

Request the transfer of your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.  

Withdraw consent at any time where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.

No fee usually required

You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances.

What we may need from you

We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

Time limit to respond

We try to respond to all legitimate requests within 30 days. Occasionally it may take us longer than 30 days if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.  

10. Glossary

LAWFUL BASIS

Legitimate Interest means the interest of our business in conducting and managing our business to enable us to give you the best service/product and the best and most secure experience. We make sure we consider and balance any potential impact on you (both positive and negative) and your rights before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law). You can obtain further information about how we assess our legitimate interests against any potential impact on you in respect of specific activities by contacting us.

Performance of Contract means processing your data where it is necessary for the performance of a contract to which you are a party or to take steps at your request before entering into such a contract.

Disputes and governing law

We will try to resolve any disputes with you quickly and efficiently

If you are unhappy with us please contact us as soon as possible

Please note that these Terms and Conditions, its subject matter and its formation, are governed by English law. If you want to take court proceedings, the relevant courts of England and Wales will have exclusive jurisdiction in relation to these Terms and Conditions.