Privacy Policy

1. Who is responsible for your data?

STACK COMPANY is the data controller for the processing described in this Privacy Policy, except where another provider explains that it acts as a separate controller for its own services.

2. Scope of this policy

This policy applies to our online store, orders, customer service, marketing communications and related services. Third-party websites or services linked from our store have their own privacy policies, and we are not responsible for their independent processing.

3. Personal data we collect

Information you provide

• Contact and delivery information: your name, email address, telephone number if supplied, billing address, delivery address, country and any recipient details you provide.
• Order information: the products you select, product options, quantities, price, discounts, delivery method, order history, returns, refunds and order status.
• Personalization information: pet names, engraving text, gift messages, design instructions and other details you ask us to include in a personalized product.
• Uploaded content: pet photographs, file names and metadata, artwork, design proofs and related instructions.
• Account information: account identifiers, saved addresses and preferences if you create or use a customer account.
• Communications: messages, attachments and other information you provide when contacting customer support, asking a question, making a complaint or providing feedback.
• Marketing preferences: whether you have chosen to receive marketing and your communication or cookie choices.

Information collected automatically

When you use our store, we and our service providers may collect technical and usage information such as your IP address, general location derived from it, browser and device type, operating system, language, cookie or device identifiers, referring page, pages viewed, searches, cart activity, checkout activity, timestamps, consent choices and information needed to protect the store against fraud or misuse.

Payment information

Payment details are generally collected directly by Shopify and the relevant payment provider. We normally receive payment confirmation, transaction identifiers, payment method information and limited details needed to administer the order, rather than complete payment credentials. Payment providers may process your data as separate controllers under their own privacy policies.

Information received from other sources

We may receive information from Shopify, payment and fraud-prevention providers, delivery providers and other service providers involved in your transaction. If someone purchases a gift for you, we may receive your name and delivery details from that purchaser.

4. Uploaded pet photos and personalized artwork

We use uploaded pet photos, personalization instructions and resulting artwork to assess the image, create the requested design, produce and deliver the personalized product, perform quality checks, provide customer support, handle requested reorders and resolve order-related issues.

Access may be provided to authorized team members, artists and production or fulfillment providers who need the content to complete the order. We require those providers to use the content only for the services they perform for us and to protect it appropriately.

A photo may contain personal data if a person, home, document, location or other identifying detail is visible. Please upload a clear image of the pet only where possible, and do not upload identity documents, financial information or sensitive information about a person.

If you provide information about another person, including a gift recipient or a person visible in a photograph, you confirm that you are permitted to provide it and, where appropriate, that you have made this Privacy Policy available to them.

We will not use an uploaded customer photo or resulting personalized artwork in public advertising, social media or promotional materials unless we obtain separate permission.

5. Why we use personal data and our legal bases

Under the General Data Protection Regulation (“GDPR”), we must have a legal basis for each use of personal data. Depending on the circumstances, we rely on the following bases:

Performance of a contract or steps before entering into a contract

• Operating the store, cart and checkout.
• Responding to product or order inquiries.
• Creating your personalized design and product.
• Processing payment, fulfilling and delivering your order.
• Providing order updates and customer service.
• Handling cancellations, returns, refunds, complaints and warranties.

Compliance with legal obligations

• Maintaining records required under accounting, tax and consumer-protection laws.
• Responding to valid requests from courts, regulators or public authorities.
• Meeting product-safety, fraud-prevention and other applicable legal requirements.

Our legitimate interests

• Protecting our customers, store, systems and business against fraud, abuse and security threats.
• Troubleshooting, maintaining and improving the store and customer experience.
• Providing effective customer service and keeping appropriate business records.
• Understanding store performance using proportionate analytics where consent is not legally required.
• Establishing, exercising or defending legal claims and enforcing our agreements.
• Sending limited marketing to existing customers where applicable law permits it and an opt-out is provided.

When we rely on legitimate interests, we consider whether the processing is necessary and balance our interests against your rights and reasonable expectations.

Your consent

• Sending marketing where consent is required.
• Using non-essential cookies or similar technologies where consent is required.
• Using customer photos or personalized artwork for promotional purposes.
• Any other purpose for which we specifically request your permission.

You may withdraw consent at any time. Withdrawal does not affect processing that took place lawfully before consent was withdrawn.

6. Information needed to place an order

Some information is necessary to enter into and perform a purchase contract, including contact, delivery, payment and order details. For personalized products, we also need the relevant photo and personalization instructions. If this information is not provided, we may be unable to create, process or deliver the order. Marketing choices and non-essential cookie consent are optional and are not required to purchase from us.

7. Who we share personal data with

We disclose personal data only where reasonably necessary for the purposes described in this policy. Recipients may include:

• Shopify: our ecommerce platform, hosting and checkout provider.
• Payment and fraud-prevention providers: to authorize payments, process refunds and identify suspicious transactions.
• Artists, production and fulfillment providers: where needed to create artwork, engrave, manufacture, package or fulfill a personalized order.
• Delivery and logistics providers: to ship, track and deliver orders.
• Technology and business-service providers: including hosting, data storage, security, customer-support, communications and website-maintenance providers.
• Analytics and marketing providers: where enabled and permitted by law, including where you have given required cookie or marketing consent.
• Professional advisers: such as legal, accounting, insurance and audit advisers where necessary.
• Authorities and other parties required by law: where disclosure is necessary to comply with a legal obligation, protect rights or safety, investigate fraud or defend a legal claim.
• Parties to a business transaction: in connection with a proposed or completed restructuring, sale, merger or transfer of all or part of our business, subject to appropriate confidentiality and data-protection measures.

Some recipients process data only on our documented instructions, while others act as separate controllers for their own services. Separate controllers are responsible for explaining their own processing.

8. How Shopify processes data

Our store is hosted by Shopify. Shopify processes personal data when you visit the store, interact with products, use checkout or Shopify consumer services, or make a purchase. Depending on the services used and the privacy settings that apply, Shopify may process information about your device, browsing, cart, transaction and interactions with this store, Shopify and other Shopify merchants to provide commerce services, personalization, analytics, security, fraud prevention or advertising.

Shopify may act as our processor for certain store operations and as a separate controller for some Shopify services. For details about Shopify’s processing and your choices with Shopify, please read the Shopify Consumer Privacy Policy and visit Shopify Privacy Controls.

9. Cookies and similar technologies

Our store uses cookies and similar technologies, such as local storage, pixels and tags. These technologies may be used to:

• Keep the store, cart, checkout and security features working.
• Remember language, region and other preferences.
• Understand how visitors use the store and improve performance.
• Measure campaigns and, where permitted, personalize marketing or advertising.

Strictly necessary cookies are used to provide services you request and do not require cookie consent. We use non-essential analytics, marketing or advertising technologies only where permitted by applicable law. Where consent is required, those technologies should not be activated until you make a choice.

You can accept, refuse or adjust non-essential cookies through the cookie banner or cookie-preferences control made available on the store. You can withdraw consent through the same control. If you cannot locate it, contact us at support@woofcharm.com. You may also delete or block cookies through your browser, although blocking necessary cookies may affect store functions.

More information about cookies used by the Shopify platform is available in Shopify’s Cookie Policy.

10. Marketing communications

We may send marketing when you have given consent or, for limited communications to existing customers, where applicable law permits us to rely on a legitimate interest. You can opt out at any time by using the unsubscribe link in a marketing message or by emailing support@woofcharm.com.

After you opt out, we may retain limited information needed to record and respect your preference. Opting out of marketing does not prevent us from sending service messages about an order, payment, delivery, security issue or request you have made.

11. International data transfers

Some service providers, their affiliates or infrastructure may be located outside the European Economic Area (“EEA”), or may access data from outside the EEA. These countries may have data-protection laws that differ from those in the Netherlands.

Where required, international transfers are protected using a European Commission adequacy decision, approved Standard Contractual Clauses or another lawful transfer mechanism, together with supplementary contractual, organizational or technical safeguards where appropriate.

Shopify states that EEA customer data may be transferred to Shopify affiliates and subprocessors in other countries using recognized safeguards. More information is available in Shopify’s guidance on international transfers of personal data.

You may contact us for more information about safeguards relevant to your personal data. Some information may be redacted where necessary to protect confidential or security-related details.

12. How long we keep personal data

We keep personal data only for as long as reasonably necessary for the purpose for which it was collected and for any related legal, accounting, tax, security, dispute-resolution or enforcement requirements.

When deciding how long information is needed, we consider the nature and sensitivity of the data, the purpose for which it is used, the status of the customer relationship or order, warranty and complaint needs, applicable recordkeeping duties and limitation periods, and security or fraud-prevention requirements.

Uploaded pet photos and artwork are retained only as long as needed for order fulfillment, quality control, customer support, requested reorders, dispute handling and applicable legal obligations. Marketing information is retained until consent is withdrawn, you object, or it is no longer needed, subject to retaining a limited suppression record so that we can respect your choice.

When data is no longer required, we delete or anonymize it. Residual copies may remain temporarily in protected backups until they are overwritten or deleted through normal backup processes.

13. How we protect personal data

We use appropriate technical and organizational measures designed to protect personal data against accidental or unlawful loss, alteration, disclosure, access or destruction. Measures include limiting access according to business need, using reputable service providers and maintaining reasonable account, system and transmission safeguards.

No online service or storage system can be guaranteed to be completely secure. Please contact us promptly if you believe that personal data connected with your WoofCharm order or account has been compromised.

14. Automated processing

We may use automated security and fraud signals to identify transactions that require review. WoofCharm does not ordinarily make decisions that produce legal or similarly significant effects about you solely through automated processing. Payment, fraud-prevention or Shopify services may conduct their own automated checks under their respective privacy notices.

15. Your privacy rights

Subject to the conditions and exceptions in applicable law, you may have the right to:

• Request access to your personal data and information about how it is used.
• Request correction of inaccurate or incomplete data.
• Request deletion of personal data.
• Request restriction of processing.
• Receive certain data in a structured, commonly used and machine-readable format and ask us to transmit it where technically feasible.
• Object to processing based on legitimate interests.
• Object at any time to processing for direct marketing.
• Withdraw consent at any time where processing is based on consent.
• Not be subject to certain decisions based solely on automated processing.
• Lodge a complaint with a data-protection authority.

These rights are not absolute. For example, we may need to retain information to comply with law, complete an order, establish or defend a legal claim, protect another person’s rights or prevent fraud.

To exercise a right, email support@woofcharm.com. Please describe your request and the email address or order concerned. We may ask for information reasonably necessary to verify your identity and protect your data. We will respond within the period required by applicable law.

If Shopify acts as a separate controller for a Shopify consumer service, you can also exercise applicable rights through Shopify Privacy Controls.

16. Children’s privacy

Our store and services are not directed to children under 16, and we do not knowingly request personal data from them. A person under 16 should use the store only with the involvement of a parent or legal guardian. If you believe a child has provided personal data without appropriate permission, please contact us so that we can investigate and, where required, delete it.

17. Questions and complaints

Please contact us first if you have a question or concern about how we use personal data. We will try to resolve the matter with you.

You also have the right to complain to the supervisory authority in the country where you live, work or believe an infringement occurred. In the Netherlands, the supervisory authority is the Autoriteit Persoonsgegevens (Dutch Data Protection Authority).

18. Changes to this Privacy Policy

We may update this policy when our services, providers or legal obligations change. The current version will be published on this page with a revised “Last updated” date. Where required, we will provide additional notice of material changes.

19. Contact us

For privacy questions, requests or complaints, contact: