Privacy Policy

This privacy policy explains how we collect, use and protect your personal data when you visit our website, place an order, or contact us through this website.

Who we are

This website is operated by Equine Answers. If you have any questions about this policy or how your data is used, please contact us via the website.

What information we collect

We may collect and process the following information:

• Information you provide when placing an order, creating an account, completing a form or contacting us, such as your name, billing address, delivery address, email address and telephone number
• Technical data such as your IP address, browser type, device information and how you use our website
• Transaction and order information, including details of the products you purchase
• Marketing and communications preferences, where you choose to receive updates from us

How we use your information

We use your information to:

• Process and fulfil orders
• Manage payments, refunds and customer service enquiries
• Send service communications such as order confirmations and delivery updates
• Improve our website and user experience
• Monitor website performance and usage
• Support our marketing and advertising activities
• Comply with legal and regulatory obligations

Orders and customer accounts

When you place an order with us, we collect the information necessary to process and fulfil your order. This may include your name, billing address, delivery address, email address, telephone number and order details.

If you create an account, we will store your details securely so you can access your order history and manage your information more easily.

Payments

Payments on our website are processed securely by Opayo, our third-party payment gateway provider. We do not store your full payment card details on our servers.

Your payment information is processed securely in order to authorise and complete your transaction. Payment data is handled in accordance with the privacy and security procedures of the payment provider and associated payment processors.

Service communications

We may use your contact details to send you important service-related communications, such as order confirmations, payment confirmations, delivery updates, account-related messages, or responses to enquiries.

These communications are necessary for the performance of a contract with you and do not require separate marketing consent.

Marketing communications

Where you have given your consent, we may send you marketing emails about products, services, offers or updates that may be of interest to you.

You can unsubscribe from marketing emails at any time by clicking the unsubscribe link in any marketing email or by contacting us through the website.

Delivery partners and service providers

We may share your personal data with trusted third parties where necessary to operate our business and fulfil your order. This may include payment providers, delivery companies, website hosting providers, technical support providers, analytics providers and advertising partners.

We only share the information needed for those services to be carried out.

Cookies and tracking technologies

Our website uses cookies and similar technologies to distinguish you from other users and to improve your experience.

Cookies help us to:

• Make the website function properly
• Understand how visitors use our website
• Measure the effectiveness of our content and marketing
• Provide relevant content and advertisements

You can choose to accept or reject non-essential cookies through our cookie banner. You can also change your preferences at any time.

Advertising and personalisation

With your consent, we and our partners, including Google, use cookies and similar technologies for ads personalisation, to deliver personalised and non-personalised advertising, to measure the performance of advertising campaigns, and to analyse how users interact with our website.

This may involve the use of cookies, mobile ad identifiers, pixels, tags and similar tracking technologies.

How Google uses data

We use Google services, such as Google Analytics and Google Ads, which may collect and process personal data.

Google may use this data to provide analytics and reporting, deliver personalised and non-personalised advertising, measure advertising performance, and improve its services.

You can find more information about how Google uses personal data here: Google’s Business Data Responsibility Site.

Legal basis for processing

We rely on the following legal bases for processing your personal data:

• Contract – where processing is necessary to fulfil an order or provide services to you
• Consent – where you have agreed to cookies or marketing communications
• Legitimate interests – to improve our website, services and business operations
• Legal obligations – where we are required to comply with the law

Data retention

We only keep your personal data for as long as necessary to fulfil the purposes outlined in this policy, including for legal, accounting and reporting requirements.

Your rights

You may have the right to:

• Request access to the personal data we hold about you
• Request correction of inaccurate or incomplete data
• Request deletion of your personal data
• Object to or restrict certain types of processing
• Withdraw consent at any time where processing is based on consent
• Lodge a complaint with the Information Commissioner’s Office (ICO)

Data security

We take appropriate technical and organisational measures to protect personal data against unauthorised access, loss, misuse or alteration.

Changes to this policy

We may update this privacy policy from time to time. Any changes will be posted on this page.

Contact

If you have any questions about this privacy policy or how we use your personal data, please contact us via the website.