Information with which we identify you or information that belongs to you, such as your name, e-mail address or telephone number, is called personal data. The collection, storage and use of personal data is also referred to as the processing of your personal data.
Do you still have questions after reading about the use of your personal data by Pets & Planet BV? Please feel free to contact our customer service or send an email to [email protected] .
Processing your personal data:
Pets & Planet BV processes your personal data, among other things, as soon as you become a customer or with a one-off order (such as a test box or the first bag that you order online). We also process the personal data that you share or that we collect when you receive e-mails from us, participate in a competition or participate in a survey. The moment you ask us a question, inquire about our activities or otherwise contact us, we can also process your personal data.
Pets & Planet BV processes both the personal data that you share with us and the personal data that we collect when using our website. Pets & Planet BV only processes your personal data when there is a purpose and a legal basis for this, in other words if we have a good reason to process your personal data. In most cases, we process personal data with your permission, to fulfill your order with Pets & Planet BV, to comply with a legal obligation or because this is in our interest.
We process your personal data at the following times:
1. Create a Pets & Planet BV Account
When you create an account with Imby / Pets & Planet BV, we ask for a number of personal data so that you can place orders faster and easier in the future and to provide additional services. We also store your personal data, such as your username and password for your account. This guarantees that you are the only one who can see or change your account, without access from third parties. To create an account, we ask you to share your personal email address with us and to create a password. When creating the account and in the settings of your account, you can check whether you want to receive marketing communications from us.
2. Processing your order at Pets & Planet BV
Pets & Planet BV processes personal data to manage your membership, to carry out your order in accordance with the agreement and to deliver your order to your home address.
After you have created an account we can manage your membership.
Execution and delivery of your order
If you become a customer of Pets & Planet BV or order a one-time sample pack, we collect your name, address, email address, telephone number, payment details and other information necessary to deliver your order. You may also sometimes be asked for information about the number of pets you have and which breeds. In addition, we collect data regarding previous orders and your preferences. Prior to delivery, we process your personal data to compose your sample package or order and to send it to the correct delivery address.
In addition, we ask for your telephone number so that we can reach you if this is necessary, for example during delivery. We use your email address to keep you informed of important information about the delivery, content and payment of your order. When creating the account and in the settings of your account you can indicate whether you want to receive marketing from us.
You must be 18 years or older to place an order with Pets & Planet BV. We therefore do not collect personal data from minors.
Possible SMS prior to delivery
When your order is delivered, our logistics partner may send you an SMS to inform you about the time of delivery. You can unsubscribe from the SMS by contacting the logistics provider that arranges the delivery.
Payment of your order
We process your payment details through our payment service provider Mollie. The payment service provider is also responsible for careful processing of your personal data in this regard. If your payment has failed, if a payment card is about to expire or in other transactional matters, we may send you an email (or SMS) to remind you of the (completion or cancellation of the) payment.
3. Email Marketing
Your e-mail address is also processed to keep you informed of our services and activities, for example because you have indicated that you wish to receive e-mails from us. We also keep track of whether you open our e-mails, such as the newsletter, and what you click on.
E-mails can consist of: newsletter, fun facts, surveys and/or reviews, special offers or new products from Pets & Planet BV.
Pets & Planet BV will send you emails when you:
(1) you have indicated that you wish to receive e-mails from us; or
(2) placed an order through Pets & Planet.
If you no longer wish to receive our emails, you can unsubscribe or change your preferences at any time. This can be done via the link at the bottom of the emails or via our customer service. You can also unsubscribe via the settings in your account.
4. Other Marketing Activities
Post / Direct Mail
Pets & Planet BV provides the option to inform you about our promotions by post. We may use your name and address for similar offers for two years after receiving your last order.
If you no longer wish to receive mail from Pets & Planet BV, you can contact our customer service or unsubscribe in the manner stated on the mail item. If you have indicated that you no longer wish to receive mail, we will process this and will no longer contact you by post at the address you have provided.
We may come to your door to inform you about our activities. If you do not want this, you can indicate this directly to the sales agent or by contacting our customer service.
Pets & Planet BV can use telemarketing to ask you for additional information about certain decisions. For example, if you decide to cancel a subscription, we may call you to find out why you made this decision. Among other things, we may use the telephone number known to us for two years after receipt of your last order for similar offers.
In addition, Pets & Planet BV can use telemarketing to reach new customers. We only do this if you have already shown previous interest in our products, for example by purchasing a sample pack.
If you do not want to receive telemarketing activities, you can always indicate that you do not want to be called. This can be done by contacting our customer service or by indicating this during or after the conversation. If you have indicated that you no longer wish to be called, we will process this and will no longer contact you at the telephone number you provided with telemarketing.
Questions about the use of telemarketing by Pets & Planet BV can be directed to [email protected] .
You may receive marketing by SMS. We may use your name and telephone number for similar offers for two years after receiving your last order.
You can unsubscribe at any time from receiving marketing by SMS. It is possible that you will still receive an SMS with information about the delivery of your order (more about receiving a delivery SMS under 2. Processing of your order at Pets & Planet BV). You can also unsubscribe from both SMS channels.
Pets & Planet BV is active on various social media channels, including Facebook, Pinterest, Instagram, LinkedIn and TikTok.
To ensure that we only show our customers relevant advertisements, we use, among other things, Facebook Custom Audiences (list method). For this, we send pseudonymised email addresses to Facebook. The e-mail addresses are encrypted before transmission, ie a hash value is formed from the e-mail addresses (a combination of different letters and numbers). Facebook can compare this hash value with corresponding hash values of Facebook users’ email addresses. In this way it is possible to determine which customers are also Facebook users and to show them targeted advertising on Facebook. We base this on our legitimate interest. You have the right to object to this at any time. More information about Facebook Custom Audiences can be found at https://www.facebook.com/legal/terms/customaudience . Any questions or requests can be directed to [email protected].
You may see advertisements from Pets & Planet BV because you have accepted cookies. See our Cookie statement for more information about why you see certain advertisements on social media from Pets & Planet BV.
If you are a customer of Pets & Planet BV, you can invite your friends to also take out a flexible membership at Pets & Planet BV. With this you can give a discount to both your friend and yourself. It is important that your friends actually want to receive messages from us. Only use our ‘refer-a-friend’ function if you are convinced beforehand that your friends are interested in Pets & Planet BV. You can also choose to only share the promotional code with your friends so that they can choose whether they want to receive messages from us.
5. Use of the Pets & Planet website (Imby pet food website)
Pets & Planet BV can process personal data about the use of our website. This concerns information about the equipment you use, such as the IP address you use, the version of the operating system you use, settings of the device you use, as well as information about the actual use of our website(s). , such as the time you visit us and the topics you view. We assess, analyze and improve our services based on the insights we gain from the use and visits of our websites and with the help of questions and reports to customer service.
6. Contact with Pets & Planet BV via our customer service
We keep track of when and about what we have been in contact with you, for example when you ask a question to our customer service via [email protected] or by telephone. We store your personal data to process complaints and chargebacks. In some cases we may be forced to temporarily or permanently block your account, this may be in our interest, for example in the event of abuse, non-payment or fraud.
7. Contact with Pets & Planet BV via Whatsapp
In order to quickly clear up certain matters or questions, we may use Whatsapp. If you use WhatsApp, we see your username and phone number and we save the content of the conversations in order to better serve you in the future and to improve our own information provision. We will not use the personal Whatsapp data for commercial purposes.
Pets & Planet BV is not responsible for data processed by WhatsApp itself. For the use of WhatsApp you have agreed to the terms and conditions of WhatsApp: https://www.whatsapp.com/legal/?l=nl#terms-of-service .
8. Asking Surveys, Promotions and Feedback
It may be in our interest to use your personal data to process the reviews you give on the website or app and to conduct further research to improve your experience. If you leave a review or give us feedback, it may be in our interest to contact you. If you no longer wish to receive such messages, you can indicate this directly or by contacting our customer service.
In some cases, we combine personal data with information from outside sources (such as demographic and geographic segments). We also process your personal data if you participate in a survey or a feedback questionnaire.
We use the possibility of automated decision-making (so-called profiling) to offer you targeted advertisements and offers that are interesting and tailor-made for you. For this purpose, certain data, such as the number of orders, are processed automatically.
We process your personal data to comply with laws and regulations. To comply with the law, we may need to disclose your personal data to government agencies or supervisory authorities. We are also obliged to process certain personal data for tax purposes.
Insofar as it is in our interest to process your personal data, we only do this if this is necessary and insofar as our interest does not outweigh your rights and freedoms. In all cases, we take reasonable steps to prevent your privacy from being unnecessarily damaged.
Transfer of personal data
Transfer to processors
We choose our partners carefully and in all cases we ensure that these parties offer sufficient guarantees in the field of privacy protection and security.
Transfer to others
It is also possible that on the basis of the law we must share your data with supervisors, (fiscal) authorities, investigative authorities or other government institutions.
Insofar as third parties are established outside the EU/EEA, we will only pass on your personal data if adequate measures have been taken to ensure that your personal data is secured in a comparable manner as required in the EU/EEA.
Insight into and transfer of your personal data
You can at all times gain insight into your data that is processed by Pets & Planet BV and, if desired, rectify or supplement your data. You can also gain insight into your contact, address and payment details. In addition, you can request us to send you your data so that you can transfer them (right to data portability). You also have the right to ask us to restrict the processing of your data.
Objection to the processing of your personal data
You can also object to receiving targeted information about our services or marketing activities that we send you. If you ask us whether we want to stop approaching you through one of our marketing channels (read more about this under 3. Email marketing and under 4. Other marketing activities), we must keep your name and other relevant information to prevent you from our future marketing to be able to close.
Erasing your personal data
You can also ask us to delete your personal data from our database. In addition, you can ask us whether we (temporarily) process less personal data about you.
In some cases we are obliged to keep certain personal data, for example in the event that you have placed an order with us and we have a fiscal retention obligation.
You can also withdraw the consent you have given to Pets & Planet BV for a specific processing (for example for our e-mail marketing) at any time.
Exercise your rights
If you want to make use of one of these options, you can contact our customer service, for example by sending an email to [email protected] .
Pets & Planet BV is obliged to verify your identity before we can proceed to erase your personal data in our records. In order to comply with your request, we ask you for some personal data. We only use this personal data for this purpose.
How does Pets & Planet BV secure your data?
Pets & Planet BV has taken measures to guarantee the confidentiality and security of your personal data. We work with secure servers and also have an internal password and anti-virus/hack policy to ensure that personal data is stored carefully.
How long do we keep your personal data?
We keep your personal data for as long as this is necessary for the described purposes, or insofar as this is necessary to comply with legal obligations and to settle (commercial) disputes. For tax purposes, we are obliged to keep certain personal data for a period of seven years. Data can also be kept anonymously for longer for statistical purposes.
Processing your personal data:
Among other things, cookies have the advantage that you do not have to fill in the same information again and again and they help us to make the use of our websites transparent. This helps us improve our websites.
Cookies allow Pets & Planet BV to collect or store information about the website visit and about (the device of) the user. In addition, thanks to cookies, Pets & Planet BV can make its websites more personal and user-friendly. We also place cookies to show you relevant advertisements on other websites and so that you can share our content via social media.
We aim to update this overview regularly.
Do you have any questions after reading? Then you can contact our customer service or send an email to [email protected] .
Pets & Planet BV is located at Goedehoopstraat 10, box 402, 2000 Antwerp with office at 7 Sint-Pietersvliet, 2000 Antwerp. Pets & Planet BV is responsible for the processing of your personal data as described in this Privacy and Cookie Statement.
If you have any questions, comments or complaints about this Privacy and Cookie Statement or the use of your personal data in general, we would like to hear from you. You can direct your question, comment or complaint to our Data Protection Officer via [email protected] or via the contact options on the website.
You can also submit a complaint about the processing of your personal data by Pets & Planet BV to the Dutch Data Protection Authority.