Privacy policy

Last updated: January 27, 2025

This Privacy Policy describes how LoveYourPets (the "Site", "we", "us", or "our") collects, uses, and discloses your personal information when you visit, use our services, or make a purchase from loveyourpets.ch (the "Site") or otherwise communicate with us regarding the Site (collectively, the "Services"). For purposes of this Privacy Policy, "you" and "your" means you as the user of the Services, whether you are a customer, website visitor, or another individual whose information we have collected pursuant to this Privacy Policy.

Please read this Privacy Policy carefully.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time, including to reflect changes to our practices or for other operational, legal, or regulatory reasons. We will post the revised Privacy Policy on the Site, update the "Last updated" date and take any other steps required by applicable law.

1) Information on the Collection of Personal Data and Contact Details of the Controller

1.1 We are pleased that you are visiting our website and thank you for your interest. In the following, we inform you about the handling of your personal data when using our website. Personal data refers to all data with which you can be personally identified.

LoveYourPets
Hofweg 5, 3013 Bern
Email: support@loveyourpets.ch

1.2 The controller responsible for data processing on this website in accordance with the General Data Protection Regulation (GDPR) is Malinao Limited, Email: support@loveyourpets.ch. The controller is the natural or legal person who alone or jointly with others determines the purposes and means of processing personal data.

1.3 For security reasons and to protect the transmission of personal data and other confidential content (e.g., orders or inquiries to the controller), this website uses SSL or TLS encryption. You can recognize an encrypted connection by the character string and the lock symbol in your browser's address bar.

2) Data Collection When Visiting Our Website

If you use our website for informational purposes only, meaning without registering or providing us with any other information, we only collect data that your browser transmits to our server (so-called “server log files”). When you access our website, we collect the following data, which is technically necessary to display the website to you:

  • The website visited
  • Date and time of access
  • Amount of data sent in bytes
  • Source/reference from which you accessed the site
  • Browser used
  • Operating system used
  • IP address used (if applicable: in anonymized form)

Processing is carried out in accordance with Art. 6(1)(f) GDPR based on our legitimate interest in improving the stability and functionality of our website. The data will not be shared or used in any other way. However, we reserve the right to review the server log files retrospectively if there are concrete indications of unlawful use.

3) Cookies

To make visiting our website attractive and to enable the use of certain functions, we use so-called cookies on various pages. Cookies are small text files that are stored on your device. Some of the cookies we use are deleted after you close your browser (so-called session cookies). Other cookies remain on your device and allow us to recognize your browser on your next visit (so-called persistent cookies).

When cookies are set, they collect and process certain user information to varying degrees, such as browser and location data as well as IP addresses. Persistent cookies are automatically deleted after a specified period, which can differ depending on the cookie. The duration of cookie storage can be found in your web browser's cookie settings overview.

Some cookies serve to simplify the ordering process by storing settings (e.g., remembering the contents of a virtual shopping cart for a later visit to the website). If personal data is also processed by individual cookies used by us, the processing takes place in accordance with Art. 6(1)(b) GDPR for contract execution, Art. 6(1)(a) GDPR if consent has been given, or Art. 6(1)(f) GDPR to safeguard our legitimate interests in ensuring the best possible functionality of the website and a user-friendly and effective website experience.

Please note that you can set your browser to inform you when cookies are set and individually decide whether to accept them or exclude the acceptance of cookies for certain cases or in general. Each browser differs in how it manages cookie settings. This is described in each browser’s help menu, which explains how to change your cookie settings. You can find these settings for the respective browsers at the following links:

  • Internet Explorer
  • Firefox
  • Chrome
  • Safari
  • Opera

Please note that if cookies are not accepted, the functionality of our website may be limited.

4) Contacting Us

When you contact us (e.g., via the contact form or email), personal data is collected. The specific data collected via a contact form is evident from the respective form. This data is stored and used solely for the purpose of responding to your inquiry or for contacting you and handling the associated technical administration. The legal basis for processing this data is our legitimate interest in responding to your inquiry in accordance with Art. 6(1)(f) GDPR. If your inquiry is aimed at concluding a contract, an additional legal basis for processing is Art. 6(1)(b) GDPR. Your data will be deleted after your inquiry has been fully processed, provided that the matter has been conclusively clarified and no statutory retention obligations conflict with deletion.

5) Data Processing When Opening a Customer Account and for Contract Execution

In accordance with Art. 6(1)(b) GDPR, personal data will continue to be collected and processed if you provide it to us for contract execution or when opening a customer account. The specific data collected is evident from the respective input forms. You can delete your customer account at any time by sending a message to the above-mentioned address of the controller. We store and use the data you provide for contract processing. After the contract has been fully executed or your customer account deleted, your data will be blocked in compliance with tax and commercial law retention periods and deleted after these periods have expired, unless you have expressly consented to further use of your data or we have reserved the right to legally permitted further data usage.

6) Use of Customer Data for Direct Advertising

6.1 Subscription to Our Email Newsletter

If you subscribe to our email newsletter, we will regularly send you information about our offers. The only mandatory information required to receive the newsletter is your email address. Providing additional data is voluntary and is used to personalize the newsletter. We use the so-called double opt-in procedure for sending the newsletter. This means that we will only send you an email newsletter once you have expressly confirmed that you consent to receiving newsletters. We will then send you a confirmation email asking you to confirm your subscription by clicking on a link.

By activating the confirmation link, you consent to the use of your personal data in accordance with Art. 6(1)(a) GDPR. When you subscribe to the newsletter, we store your IP address, as entered by your internet service provider (ISP), as well as the date and time of registration to track possible misuse of your email address at a later date. The data collected during the newsletter registration process is used exclusively for promotional purposes via the newsletter. You can unsubscribe from the newsletter at any time via the link provided in the newsletter or by notifying the controller mentioned above. After unsubscribing, your email address will be deleted from our newsletter distribution list immediately, unless you have expressly consented to further use of your data or we reserve the right to use the data beyond this, as permitted by law and as stated in this declaration.

6.2 Newsletter Dispatch via ActiveCampaign

Our email newsletters are sent through the technical service provider ActiveCampaign, LLC, 150 N. Michigan Ave Suite 1230, Chicago, IL, US, USA (“ActiveCampaign”), to whom we transmit the data you provided when registering for the newsletter. This transfer is based on our legitimate interest in using an effective, secure, and user-friendly newsletter system pursuant to Art. 6(1)(f) GDPR. The data you provide for newsletter subscription (e.g., email address) is stored on ActiveCampaign's servers in the USA.

ActiveCampaign uses this data to send and statistically analyze the newsletters on our behalf. The emails sent contain so-called web beacons or tracking pixels, which are one-pixel image files stored on our website. This allows us to determine whether a newsletter email was opened and which links, if any, were clicked. Using conversion tracking, we can also analyze whether a predefined action (e.g., purchasing a product on our website) was carried out after clicking the link in the newsletter. Furthermore, technical information (e.g., time of retrieval, IP address, browser type, and operating system) is collected. The data is collected exclusively in pseudonymized form and is not linked to your other personal data, ensuring that direct personal reference is excluded. This data is used solely for the statistical analysis of newsletter campaigns. The results of these analyses can be used to better tailor future newsletters to the interests of recipients.

If you wish to object to data analysis for statistical evaluation purposes, you must unsubscribe from the newsletter.

We have concluded a data processing agreement (“Data Processing Agreement”) with ActiveCampaign, which obliges ActiveCampaign to protect our customers’ data and not to disclose it to third parties.

You can view ActiveCampaign's privacy policy here.

7) Data Processing for Order Handling

7.1 To process your order, we collaborate with the following service providers who fully or partially support us in fulfilling concluded contracts. Certain personal data is transmitted to these service providers in accordance with the following information.

The personal data we collect is passed on to the transport company commissioned with the delivery to the extent necessary for delivering the goods. We also forward your payment data to the commissioned credit institution for payment processing, if required for this purpose. If payment service providers are used, we will inform you explicitly below. The legal basis for the data transfer is Art. 6(1)(b) GDPR.

7.2 To fulfill our contractual obligations towards our customers, we work with external shipping partners. We pass on your name and delivery address, and, if necessary for the delivery, your phone number, solely for the purpose of delivering the goods under Art. 6(1)(b) GDPR to a shipping partner selected by us.

7.3 Use of Specific Service Providers for Order Processing and Fulfillment

  • Order Printer Pro
    To manage the accounting and logistics of orders, we use the service "Order Printer Pro" provided by FORSBERG+TWO, Tranegårdsvej 74, 2900, Hellerup, Denmark. This service is used to automate the creation of invoices, receipts, shipping labels, and other business documents. If personal order data is processed through the service, it is done solely for the proper handling of online orders in accordance with Art. 6(1)(b) GDPR.

7.4 Use of Payment Service Providers

  • Amazon Pay
    When selecting the payment method "Amazon Pay," payment processing is carried out via the payment service provider Amazon Payments Europe s.c.a., 38 avenue J.F. Kennedy, L-1855 Luxembourg ("Amazon Payments"). We transfer the information you provide during the order process along with order details to Amazon Payments in accordance with Art. 6(1)(b) GDPR, solely for processing the payment. Further details on Amazon Payments' privacy policy can be found at the link below.

  • Apple Pay
    When selecting "Apple Pay" provided by Apple Distribution International (Apple), Hollyhill Industrial Estate, Hollyhill, Cork, Ireland, payment processing is done via the "Apple Pay" function of your iOS, watchOS, or macOS device. Apple Pay utilizes security features built into your device's hardware and software to protect transactions. Payment authorization requires inputting a code and verification via the "Face ID" or "Touch ID" feature.

    Your order details are transmitted to Apple in encrypted form, and Apple further encrypts the data before forwarding it to the payment provider. Apple does not store transaction details that can identify you personally. Further information about Apple Pay privacy policies can be found at the link below.

  • Google Pay
    When selecting "Google Pay" by Google Ireland Limited, Gordon House, 4 Barrow St, Dublin, D04 E5W5, Ireland, payment processing occurs through the Google Pay app on your Android device. Payment authorization requires unlocking your device via set authentication methods (e.g., fingerprint or face recognition).

    Your order details are transferred to Google, which provides a unique transaction number to the merchant. Google does not store real payment data but only facilitates the transaction. Further information on Google Pay's privacy policy can be found at the link below.

  • Klarna
    If you select a Klarna payment service, payment processing is handled by Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden ("Klarna"). Your personal data (name, address, email, phone number, and IP address), along with order-related data, is forwarded to Klarna for identity and credit checks if you have given your explicit consent under Art. 6(1)(a) GDPR. Klarna performs credit checks using probability scores based on scientific mathematical-statistical methods. Further information can be found in Klarna’s privacy policy.

  • PayPal
    When selecting PayPal, payment processing is carried out by PayPal (Europe) S.a.r.l. et Cie, S.C.A., 22-24 Boulevard Royal, L-2449 Luxembourg ("PayPal"). Data is transferred to PayPal solely for payment processing under Art. 6(1)(b) GDPR. PayPal may conduct a credit check and share relevant data with credit agencies. More information can be found in PayPal’s privacy policy.

  • Shopify Payments
    We use the payment service provider "Shopify Payments," operated by Shopify International Ltd., with technical processing handled by Stripe Payments Europe Ltd., 1 Grand Canal Street Lower, Dublin, Ireland. Payment data is processed and forwarded as required for transaction execution. More details can be found in Shopify Payments’ privacy policy.

  • SOFORT
    When choosing "SOFORT" by SOFORT GmbH, Theresienhöhe 12, 80339 Munich, Germany, which is part of Klarna Group, your data is forwarded to SOFORT solely for payment processing purposes. Further details can be found in SOFORT’s privacy policy.

8) Contact for Review Reminders

Review Reminder via Loox
If you have given us your explicit consent during or after your order in accordance with Art. 6(1)(a) GDPR, we will transmit your email address and, if applicable, other previously collected customer data to the review tool Loox, a service provided by Loox Online Ltd., Rehov Har Sinai 2, 6581602 Tel Aviv-Yafo, Israel (“Loox”), so that Loox can send you a review reminder via email. You can revoke your consent at any time by contacting the data controller or the review platform.

Data transfers to Loox in Israel are secured by an adequacy decision of the European Commission, ensuring an appropriate level of data protection.

We have concluded a data processing agreement with Loox, obligating them to protect our customers' data and not to disclose it to third parties. This contract can be viewed here.
More information about Loox's data protection policies can be found here.

9) Use of Social Media: Social Plugins

9.1 Facebook as a Standard Plugin

Our website uses social plugins ("plugins") of the social network Facebook, operated by Facebook Ireland Ltd., 4 Grand Canal Square, Grand Canal Harbour, Dublin 2, Ireland ("Facebook"). The plugins are marked with a Facebook logo or the phrase “Facebook Social Plugin.” An overview of Facebook plugins and their appearance can be found here.

When you visit a page on our website that contains such a plugin, your browser establishes a direct connection to Facebook's servers. The content of the plugin is transmitted directly to your browser and embedded into the page. As a result, Facebook receives the information that your browser has accessed the corresponding page of our website, even if you do not have a Facebook profile or are not logged in to Facebook. This information (including your IP address) is transmitted from your browser directly to a Facebook server in the USA and stored there.

If you are logged in to Facebook, Facebook can directly associate your visit to our website with your Facebook profile. If you interact with the plugins, such as by clicking the "Like" button or leaving a comment, this information is also transmitted directly to a Facebook server and stored there. The information is also published on your Facebook profile and shown to your Facebook friends.

These data processing activities are carried out in accordance with Art. 6(1)(f) GDPR based on Facebook's legitimate interest in personalized advertising and optimizing its service according to users' needs.

If you do not want Facebook to associate the data collected via our website with your Facebook profile, you must log out of Facebook before visiting our website. You can also prevent Facebook plugins from loading in the future by using browser add-ons such as the “NoScript” script blocker.

For details regarding the collection, processing, and use of data by Facebook, as well as your rights and settings to protect your privacy, please refer to Facebook’s privacy policy.

9.2 Instagram as a Standard Plugin

Our website uses social plugins ("plugins") of the Instagram service, operated by Facebook Ireland Ltd., 4 Grand Canal Square, Grand Canal Harbour, Dublin 2, Ireland ("Facebook"). The plugins are identified by an Instagram logo, such as the “Instagram Camera.” An overview of Instagram plugins and their appearance can be found here.

When you visit a page on our website that contains such a plugin, your browser establishes a direct connection to Instagram's servers. The plugin content is transmitted directly to your browser by Instagram and integrated into the page. As a result, Instagram receives information that your browser has accessed the respective page of our website, even if you do not have an Instagram profile or are not logged in to Instagram. This information (including your IP address) is transmitted from your browser directly to an Instagram server in the USA and stored there.

If you are logged into Instagram, Instagram can directly associate your visit to our website with your Instagram account. If you interact with the plugins, such as by clicking the "Instagram Camera" button, this information is also transmitted directly to an Instagram server and stored there. The information is also published on your Instagram profile and shown to your contacts.

These data processing activities are carried out in accordance with Art. 6(1)(f) GDPR based on Instagram's legitimate interest in personalized advertising and optimizing its service.

If you do not want Instagram to associate the data collected via our website with your Instagram profile, you must log out of Instagram before visiting our website. You can also prevent Instagram plugins from loading in the future by using browser add-ons such as the “NoScript” script blocker.

For details on the collection, processing, and use of data by Instagram, as well as your rights and settings to protect your privacy, please refer to Instagram’s privacy policy.

11) Online Marketing

Facebook Pixel for Custom Audiences with Advanced Matching (with Cookie-Consent Tool)

Within our online offering, we use the so-called "Facebook Pixel" from the social network Facebook in advanced matching mode, operated by Facebook Ireland Limited, 4 Grand Canal Square, Dublin 2, Ireland ("Facebook").

Based on your explicit consent, when a user clicks on an advertisement placed by us on Facebook, a parameter is added to the URL of our linked page by Facebook Pixel. This URL parameter is then stored in the user's browser via a cookie set by our linked page. This cookie collects specific customer data, such as the email address, which we collect during processes like purchases, account registrations, or sign-ups on our Facebook-linked website (advanced matching). The cookie is then read by Facebook Pixel and allows the data, including specific customer information, to be transmitted to Facebook.

The use of the Facebook Pixel with advanced matching allows Facebook to accurately determine visitors to our online offering for displaying advertisements ("Facebook Ads"). Accordingly, we use the Facebook Pixel to display Facebook Ads only to users who have shown interest in our online offering or who meet certain characteristics (e.g., interests in specific topics or products determined by visited pages) that we share with Facebook ("Custom Audiences"). Using the Facebook Pixel, we aim to ensure that our Facebook Ads are relevant to potential interests and do not appear intrusive. Additionally, we can analyze the effectiveness of Facebook ads for statistical and market research purposes by tracking whether users were redirected to our website after clicking on a Facebook ad ("Conversion"). Compared to the standard version of Facebook Pixel, the advanced matching function helps us better measure the effectiveness of our campaigns by capturing more attributed conversions.

All transmitted data is stored and processed by Facebook, making it possible to connect it to the respective user profile. Facebook can use the data for its own advertising purposes in accordance with its data usage policy. This data may allow Facebook and its partners to display ads on and outside of Facebook.

These processing operations are carried out solely with your express consent in accordance with Art. 6(1)(a) GDPR.

Consent to the use of the Facebook Pixel may only be given by users who are 16 years or older. If you are younger, please ask your parent or guardian for permission.

The information generated by Facebook is usually transmitted to a Facebook server and stored there, which may also involve a transfer to Facebook Inc. servers in the USA. You can revoke your given consent at any time with effect for the future by unchecking the setting for "Facebook Pixel" in the cookie consent tool on our website.

12) Data Subject Rights

12.1 The applicable data protection law grants you comprehensive rights concerning the processing of your personal data by the controller. Below, we inform you about these rights:

  • Right of access (Art. 15 GDPR): You have the right to obtain information about your personal data processed by us, including the purposes of processing, categories of processed data, recipients or categories of recipients, storage period, your rights to rectification, deletion, restriction of processing, objection, the right to lodge a complaint with a supervisory authority, and the source of your data if not collected directly from you.
  • Right to rectification (Art. 16 GDPR): You have the right to request the immediate correction of inaccurate personal data concerning you or the completion of incomplete data stored by us.
  • Right to erasure (Art. 17 GDPR): You have the right to request the deletion of your personal data under the conditions of Art. 17(1) GDPR. However, this right does not apply if processing is necessary for the exercise of the right to freedom of expression and information, compliance with legal obligations, reasons of public interest, or the establishment, exercise, or defense of legal claims.
  • Right to restriction of processing (Art. 18 GDPR): You have the right to request the restriction of processing your personal data under certain conditions, such as while the accuracy of your data is being verified or when you object to deletion due to unlawful processing and request restriction instead.
  • Right to notification (Art. 19 GDPR): If you have exercised your right to rectification, deletion, or restriction, the controller is obliged to notify all recipients to whom your data has been disclosed unless this proves impossible or involves disproportionate effort.
  • Right to data portability (Art. 20 GDPR): You have the right to receive your personal data in a structured, commonly used, and machine-readable format or to request the transfer of your data to another controller.
  • Right to withdraw consent (Art. 7(3) GDPR): You can withdraw your consent to data processing at any time with effect for the future. Upon withdrawal, we will delete the affected data unless further processing is legally permitted without consent.
  • Right to lodge a complaint (Art. 77 GDPR): If you believe that the processing of your personal data violates the GDPR, you have the right to lodge a complaint with a supervisory authority, particularly in your place of residence, workplace, or the place of the alleged violation.

12.2 RIGHT TO OBJECT

IF WE PROCESS YOUR PERSONAL DATA BASED ON OUR LEGITIMATE INTERESTS, YOU HAVE THE RIGHT TO OBJECT TO THIS PROCESSING AT ANY TIME FOR REASONS ARISING FROM YOUR PARTICULAR SITUATION.

IF YOU EXERCISE YOUR RIGHT TO OBJECT, WE WILL CEASE PROCESSING YOUR DATA UNLESS WE CAN DEMONSTRATE COMPELLING LEGITIMATE GROUNDS THAT OVERRIDE YOUR INTERESTS, RIGHTS, AND FREEDOMS OR IF THE PROCESSING SERVES THE ASSERTION, EXERCISE, OR DEFENSE OF LEGAL CLAIMS.

IF YOUR PERSONAL DATA IS PROCESSED FOR DIRECT MARKETING PURPOSES, YOU HAVE THE RIGHT TO OBJECT AT ANY TIME TO THE PROCESSING FOR SUCH PURPOSES.

13) Duration of Storage of Personal Data

The storage duration of personal data depends on the legal basis, processing purpose, and applicable legal retention obligations (e.g., commercial and tax retention periods).

If the processing of personal data is based on explicit consent under Art. 6(1)(a) GDPR, the data will be stored until the data subject withdraws consent.

For data processed under Art. 6(1)(b) GDPR for contractual purposes, the data will be deleted once contractual obligations are fulfilled and legal retention periods expire.

If data is processed under Art. 6(1)(f) GDPR based on legitimate interest, it will be stored until the data subject exercises their right to object unless compelling legitimate grounds for further processing exist.

If data is processed for direct marketing purposes under Art. 6(1)(f) GDPR, it will be stored until the data subject exercises their right to object under Art. 21(2) GDPR.

Unless otherwise specified in this statement, stored personal data will be deleted when it is no longer required for the purposes it was collected.

Contact

Should you have any questions about our privacy practices or this Privacy Policy, or if you would like to exercise any of the rights available to you, please call or email us at loveyourpets.ch@gmail.com or contact us at Hofweg 5, Bern, 3013, CH.

For the purpose of applicable data protection laws and if not explicitly stated otherwise, we are the data controller of your personal information.