Privacy policy
Your privacy matters to us. This Privacy Policy explains what personal information Ventra collects when you visit ventra.pet, place an order or contact us, how we use and share it, how long we keep it, and the rights you have over it.
Ventra is a United States registered business and is the controller responsible for the personal information described here. You can contact us at any time about privacy at help@ventra.pet.
Personal information we collect
- Contact details — your name, email address, telephone number, delivery address and billing address.
- Order information — the products you view, add to your cart and purchase, your order history, and returns or cancellations.
- Payment information — your payment method, the last four digits and card type, and confirmation of payment. We never receive or store your full card number; it is handled directly by our payment processor.
- Account information — if you create an account, your login credentials and saved preferences.
- Communications with us — the content of emails, contact-form messages and support requests, including any information about your dog that you choose to share with us.
- Technical data — IP address, device and browser type, operating system, language, and other unique identifiers.
- Usage data — the pages you visit, how you arrived at our site, what you click, and how you move through checkout.
Where this information comes from
- Directly from you, when you order, create an account, subscribe to email, complete a quiz or contact us.
- Automatically, from your device, through cookies and similar technologies.
- From our service providers, such as our e-commerce platform, payment processor, delivery carriers and analytics or advertising partners.
How we use your information
- To fulfil your order — taking payment, arranging delivery, sending confirmations and tracking, and handling returns and refunds.
- To provide support — answering your questions and resolving problems with your order.
- To calculate taxes and duties and complete any documentation required for delivery to your country.
- To send marketing — where you have opted in, news, offers and dog-care content. You can unsubscribe at any time from the link in any marketing email.
- To advertise — including measuring and personalising advertising on third-party platforms, where you have consented or where we are otherwise permitted to do so.
- To improve our website and products — understanding what works, fixing faults and making the store easier to use.
- To prevent fraud and keep the store secure, and to verify orders where necessary.
- To meet legal obligations, including tax, accounting, customs and consumer-law record keeping.
Our lawful bases for processing (EU and EEA customers)
If you are in the European Union, we rely on the following lawful bases under the GDPR:
- Performance of a contract — to process and deliver your order and handle returns.
- Legal obligation — to comply with tax, customs and accounting law.
- Legitimate interests — to secure our website, prevent fraud, understand how our store is used and improve it, provided our interests do not override your rights.
- Consent — for marketing email and for non-essential cookies and advertising. You can withdraw consent at any time, without affecting processing carried out before withdrawal.
Who we share it with
We do not sell your personal information for money. We share it only as needed to run the store:
- Shopify, which hosts our store and processes orders on our behalf.
- Stripe, which processes your payment.
- Delivery carriers and fulfilment partners, to get your parcel to you.
- Email, analytics and advertising providers, to send communications you have asked for and to understand and promote our store.
- Professional advisers and authorities, where we are legally required to disclose information, or to establish, exercise or defend legal claims.
- A purchaser or successor, in the event of a merger, acquisition or reorganisation of our business.
Some advertising cookies may constitute a “sale” or “sharing” of personal information for targeted advertising under certain US state privacy laws. You can opt out via Your Privacy Choices.
Cookies and similar technologies
We use cookies and similar technologies for essential functions such as keeping your cart working and securing checkout, for measuring how the site performs, and — where you have consented — for advertising and personalisation.
You can manage or refuse non-essential cookies through the cookie banner where one is shown to you, and through your browser settings. Blocking essential cookies may stop parts of the store from working.
Where your browser sends a Global Privacy Control signal, we treat it as a request to opt out of the sale or sharing of personal information for that browser.
International transfers
We are based in the United States, and our service providers may process your information in the United States and other countries outside your own.
Where we transfer personal information out of the European Economic Area, we rely on a recognised transfer mechanism — typically the European Commission's Standard Contractual Clauses — unless the destination country has been found to provide an adequate level of protection.
How long we keep it
We keep order and transaction records for as long as needed to fulfil the order and then for the period required by tax and accounting law, which is generally up to seven years. Support correspondence is generally kept for up to three years. Marketing contact details are kept until you unsubscribe, and then only as needed to honour your opt-out. Account data is kept while your account remains open.
Security
We use appropriate technical and organisational measures to protect your information, including SSL/TLS encryption in transit and access controls on our systems. Payment card processing is certified to PCI DSS Level 1. No system can be guaranteed perfectly secure, and we recommend you do not send sensitive information to us by unsecured email.
Children
Our store is not intended for children, and we do not knowingly collect personal information from anyone under the age of majority in their jurisdiction. If you believe a child has given us their information, contact us and we will delete it.
Your rights
Depending on where you live, you may have the right to:
- Access the personal information we hold about you
- Correct information that is inaccurate or incomplete
- Delete your personal information
- Receive a portable copy of information you provided to us, and have it transferred to another provider
- Object to or restrict processing carried out on the basis of our legitimate interests
- Withdraw consent at any time, where processing is based on consent
- Opt out of marketing, and of the sale or sharing of personal information for targeted advertising
- Not be discriminated against for exercising any of these rights
To exercise any of these, email help@ventra.pet. We may need to verify your identity before acting on a request, and we will respond within the timeframe required by the law that applies to you — one month under the GDPR, and 45 days under most US state privacy laws. You may use an authorised agent, in which case we will ask for proof of their authority.
Complaints
If you have a concern about how we handle your personal information, please contact us first at help@ventra.pet so we can put it right.
You also have the right to complain to your data protection authority. In the Netherlands this is the Autoriteit Persoonsgegevens (autoriteitpersoonsgegevens.nl). In Poland it is the Prezes Urzędu Ochrony Danych Osobowych, UODO (uodo.gov.pl).
Changes to this policy
We may update this Privacy Policy to reflect changes in our practices or in the law. We will post the revised policy on this page and update the date shown below.
Contact
For any question about this policy or about your personal information, email help@ventra.pet. We reply within 1–2 business days.