Privacy policy

Last updated: May 7, 2026

This Privacy Policy explains how Vivali Pets collects, uses, stores and protects your personal data when you visit our website, place an order, contact us, subscribe to our communications or interact with our online store.

Vivali Pets operates exclusively as an online store. We do not operate physical retail locations and we do not provide in-person customer support.

For any privacy, order, product, return or customer service request, please contact us by email at:

support@vivalipets.com

1. Who we are

This website is operated by Vivali Pets.

Website: vivalipets.com
Email: support@vivalipets.com

For the purposes of applicable data protection laws, including the General Data Protection Regulation, also known as the GDPR, Vivali Pets is responsible for the personal data collected through this website.

2. Scope of this Privacy Policy

This Privacy Policy applies to personal data collected when you:

  • visit our website;
  • browse our products;
  • create an account;
  • place an order;
  • make a payment;
  • contact our customer support team;
  • subscribe to our newsletter;
  • participate in promotions, surveys or quizzes;
  • interact with our ads, emails or social media content;
  • use any other online service provided by Vivali Pets.

This Privacy Policy does not apply to third-party websites, platforms or services that we do not control.

3. Personal data we collect

We may collect the following categories of personal data:

3.1 Identity and contact details

This may include:

  • first and last name;
  • email address;
  • billing address;
  • shipping address;
  • account login details;
  • country, region or city;
  • customer service communications.

3.2 Order and transaction information

This may include:

  • products purchased;
  • order number;
  • delivery details;
  • billing details;
  • payment status;
  • refund or return information;
  • purchase history;
  • discount codes used.

We do not store full payment card details. Payment information is processed securely by our payment providers.

3.3 Technical and usage data

When you visit our website, we may collect:

  • IP address;
  • browser type and version;
  • device type;
  • operating system;
  • pages viewed;
  • time spent on pages;
  • referring website;
  • approximate location based on IP address;
  • cookie and tracking preferences;
  • interactions with our website.

3.4 Marketing and communication data

This may include:

  • newsletter subscription status;
  • email marketing preferences;
  • consent records;
  • responses to campaigns;
  • abandoned cart interactions;
  • product interests;
  • communication history.

3.5 Pet preference and quiz data

If you use a product recommendation quiz, survey or similar feature, we may collect information such as:

  • whether you have a dog, cat or both;
  • your pet’s age range;
  • product needs or preferences;
  • routine, care or lifestyle preferences;
  • budget preferences.

We use this information to recommend products and improve your shopping experience. We do not intentionally collect sensitive personal data through pet preference tools.

4. How we collect personal data

We collect personal data in the following ways:

4.1 Directly from you

For example, when you:

  • place an order;
  • create an account;
  • contact us by email;
  • subscribe to our newsletter;
  • complete a form;
  • use a quiz;
  • request a return or refund.

4.2 Automatically through our website

We may collect technical and usage data through cookies, pixels, analytics tools and similar technologies, depending on your cookie preferences.

4.3 From service providers

We may receive data from trusted partners that help us operate our store, such as:

  • Shopify;
  • payment providers;
  • shipping and fulfilment partners;
  • email marketing platforms;
  • analytics providers;
  • advertising platforms;
  • fraud prevention tools;
  • customer support tools.

5. Why we use your personal data

We use your personal data for the following purposes:

5.1 To process and fulfil orders

We use your data to:

  • process your order;
  • confirm payment;
  • ship products;
  • provide tracking information;
  • manage returns, refunds and exchanges;
  • send order updates.

Legal basis: performance of a contract.

5.2 To provide customer support

We use your data to:

  • respond to questions;
  • handle complaints;
  • provide product information;
  • help with delivery issues;
  • manage return or refund requests.

Legal basis: performance of a contract and legitimate interests.

5.3 To operate and improve our website

We use data to:

  • maintain website functionality;
  • improve user experience;
  • understand how customers use our store;
  • test new features;
  • diagnose technical problems;
  • improve product pages and checkout flow.

Legal basis: legitimate interests and, where required, consent.

5.4 To send marketing communications

If you subscribe or otherwise provide consent, we may send you:

  • product updates;
  • new product launches;
  • pet care tips;
  • special offers;
  • newsletter content;
  • abandoned cart reminders, where permitted.

Legal basis: consent or legitimate interests where allowed by applicable law.

You can unsubscribe from marketing emails at any time by clicking the unsubscribe link in our emails or contacting us at:

support@vivalipets.com

5.5 To personalise your shopping experience

We may use your preferences, browsing behaviour and purchase history to:

  • recommend products;
  • show relevant content;
  • improve search and navigation;
  • personalise email content;
  • create more relevant offers.

Legal basis: consent where required, and legitimate interests where permitted.

5.6 To prevent fraud and protect our business

We may use personal data to:

  • detect suspicious transactions;
  • prevent fraud;
  • protect our website;
  • enforce our Terms of Service;
  • secure our systems;
  • protect customers and our business.

Legal basis: legitimate interests and legal obligations.

5.7 To comply with legal obligations

We may process personal data to:

  • comply with tax, accounting and consumer protection laws;
  • respond to lawful requests;
  • maintain business records;
  • handle legal claims;
  • comply with applicable regulatory requirements.

Legal basis: legal obligation.

6. Cookies and similar technologies

Our website uses cookies and similar technologies to operate the store, improve performance, analyse traffic, remember preferences and support marketing activities.

Cookies may include:

6.1 Strictly necessary cookies

These cookies are required for the website to work. They may support functions such as:

  • shopping cart;
  • checkout;
  • security;
  • login;
  • order processing;
  • cookie consent preferences.

These cookies cannot usually be disabled through our website because they are necessary for core functionality.

6.2 Analytics cookies

These help us understand how visitors use our website, which pages are visited and how we can improve the shopping experience.

6.3 Marketing and advertising cookies

These may be used to show relevant ads, measure advertising performance and support remarketing on platforms such as Meta, Google, TikTok or similar advertising networks.

6.4 Preference cookies

These help remember choices such as language, region, currency or display preferences.

Where required by law, we will only use non-essential cookies after you have given consent. You can manage or withdraw your cookie preferences through our cookie banner or cookie settings tool.

For more information, please see our Cookie Policy.

7. Sharing your personal data

We may share personal data with trusted third parties where necessary to operate our business and provide our services.

These may include:

  • e-commerce platform providers, including Shopify;
  • payment processors;
  • shipping and fulfilment partners;
  • warehouse and logistics providers;
  • email marketing providers;
  • analytics providers;
  • advertising platforms;
  • customer support tools;
  • fraud prevention providers;
  • professional advisers;
  • authorities or regulators where required by law.

We only share personal data when necessary and we require service providers to handle personal data securely and in accordance with applicable data protection laws.

We do not sell your personal data.

8. International data transfers

Because we operate an online store and use global service providers, your personal data may be transferred to, stored in or processed in countries outside your country of residence, including countries outside the European Economic Area, the United Kingdom or Switzerland.

Where required, we use appropriate safeguards for international transfers, such as:

  • adequacy decisions;
  • standard contractual clauses;
  • contractual data protection obligations;
  • technical and organisational security measures.

9. How long we keep your personal data

We keep personal data only for as long as necessary for the purposes described in this Privacy Policy, unless a longer retention period is required or permitted by law.

In general:

  • order and transaction records may be kept for tax, accounting and legal compliance purposes;
  • customer support records may be kept for as long as necessary to resolve issues and protect our legal interests;
  • marketing data is kept until you unsubscribe or withdraw consent;
  • account data is kept while your account remains active or as needed for legal or business purposes;
  • cookie and analytics data is kept according to the settings and retention periods of the tools used.

When personal data is no longer needed, we will delete, anonymise or securely store it in accordance with applicable law.

10. Your privacy rights

Depending on your location and applicable law, you may have the right to:

  • access the personal data we hold about you;
  • request correction of inaccurate or incomplete data;
  • request deletion of your personal data;
  • request restriction of processing;
  • object to certain types of processing;
  • withdraw consent at any time;
  • request data portability;
  • object to direct marketing;
  • lodge a complaint with a data protection authority.

To exercise your rights, contact us at:

support@vivalipets.com

We may need to verify your identity before responding to your request.

11. Marketing choices

You can opt out of marketing communications at any time by:

Even if you unsubscribe from marketing emails, we may still send you service-related messages, such as:

  • order confirmations;
  • shipping updates;
  • customer support replies;
  • return or refund updates;
  • important account information.

12. Children’s privacy

Our website is not intended for children under the age of 16.

We do not knowingly collect personal data from children. If you believe that a child has provided us with personal data, please contact us at:

support@vivalipets.com

We will take appropriate steps to delete the information where required.

13. Security of your personal data

We use reasonable technical and organisational measures to protect personal data against unauthorised access, loss, misuse, disclosure, alteration or destruction.

These measures may include:

  • secure checkout;
  • encrypted connections;
  • access controls;
  • service provider security reviews;
  • fraud prevention tools;
  • limited access to customer data;
  • operational security procedures.

However, no online system is completely secure. You are responsible for keeping your account login details confidential.

14. Third-party links

Our website may contain links to third-party websites, apps or services.

We are not responsible for the privacy practices, security or content of third-party websites. We recommend reviewing their privacy policies before providing personal data.

15. Social media and advertising platforms

We may maintain profiles or run advertising campaigns on platforms such as Instagram, Facebook, Google, TikTok, Pinterest or similar services.

When you interact with us on these platforms, your personal data may also be processed by the platform according to its own privacy policy. We do not control how these platforms process your data.

16. Automated decision-making and profiling

We may use limited profiling to personalise product recommendations, marketing messages or advertising audiences.

We do not intentionally use automated decision-making that produces legal effects or similarly significant effects on you.

17. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our business, legal requirements, technologies or data practices.

The updated version will be posted on this page with a revised “Last updated” date.

18. Contact us

For any privacy question, request or concern, please contact us at:

Vivali Pets
Email: support@vivalipets.com
Website: vivalipets.com

Vivali Pets operates exclusively as an online store. We do not operate physical retail locations and we do not provide in-person customer support.