Privacy Policy

At Soul Pet Studio (“we,” “us,” or “our”), we respect your privacy and are committed to handling your personal information in a transparent and secure way. This Privacy Policy explains how we collect, use, store, share, and protect your personal information when you visit our website, place an order, contact us, or otherwise interact with us.

By using our website or services, you acknowledge that your personal information will be handled as described in this Privacy Policy.

1. Who We Are

Soul Pet Studio
Email: [email protected]
WhatsApp / Customer Service: +44 7740530337

If you have any questions about this Privacy Policy or our data practices, please contact us using the details above.

2. What Information We Collect

We may collect the following categories of personal information:

Information you provide directly

  • Name
  • Billing address
  • Shipping address
  • Email address
  • Phone number
  • Order details
  • Messages, inquiries, and customer service communications
  • Photos, images, or other content you submit for custom orders
  • Any personalization notes or special requests you provide

Information collected automatically

  • IP address
  • Browser type and device information
  • Pages viewed and actions taken on our website
  • Referral source
  • Approximate location based on IP
  • Cookies and similar tracking technologies

Information from third parties

  • Payment confirmation and limited transaction data from payment providers
  • Order, shipping, and delivery updates from logistics providers
  • Analytics, advertising, and fraud-prevention data from service providers

3. How We Use Your Information

We use your personal information to:

  • process and fulfill your orders;
  • review submitted photos and customization requests;
  • communicate with you about your order, revisions, shipping, or support requests;
  • provide customer service;
  • process payments and help prevent fraud;
  • improve our website, products, and services;
  • send service-related messages;
  • send marketing emails or promotions where permitted by law or where you have consented;
  • comply with legal, tax, accounting, and regulatory obligations;
  • establish, exercise, or defend legal claims.

4. Legal Bases for Processing

Where applicable, we rely on one or more of the following legal bases:

  • Contract: to process your order, deliver products, and provide customer support.
  • Legitimate interests: to operate and improve our business, prevent fraud, secure our website, manage customer relationships, and protect our legal rights.
  • Consent: where required, such as for certain marketing communications or non-essential cookies.
  • Legal obligation: where we must retain or disclose information to comply with applicable laws, tax rules, accounting requirements, or lawful requests.

5. Custom Order Photos and Personalization Content

If you submit pet photos, reference images, names, inscriptions, or other custom content, we use that content only for purposes related to your order, customer support, internal review, quality control, and our legitimate business operations.

Please do not submit information that is unnecessary for your order. If you include personal data in messages, photos, or attachments, you confirm that you have the right to share it with us.

Unless we separately obtain your permission, we do not use your custom-order images for public marketing in a way that identifies you personally.

6. Payments

Payments on our website may be processed by third-party payment providers such as PayPal, Shopify Payments, Stripe, or other payment processors we may use from time to time.

We do not store full payment card details on our own servers. Payment information is handled by the relevant payment provider in accordance with its own privacy and security practices.

7. Shipping, Fulfillment, and Customer Communications

We may share necessary order information with shipping carriers, fulfillment partners, packaging providers, and customer communication tools in order to:

  • prepare and fulfill your order;
  • provide tracking updates;
  • respond to your questions;
  • resolve delivery issues;
  • manage after-sales service.

8. Service Providers and Data Sharing

We may share personal information with trusted third parties that help us operate our business, including:

  • ecommerce platform providers;
  • payment processors;
  • shipping and logistics providers;
  • website hosting and security providers;
  • analytics and advertising providers;
  • email, messaging, and customer support tools;
  • professional advisers such as accountants, auditors, legal advisers, or insurers.

We may also disclose personal information:

  • if required by law or legal process;
  • to enforce our terms or protect our rights;
  • to detect, investigate, or prevent fraud, abuse, or security issues;
  • in connection with a business transfer, merger, acquisition, restructuring, or asset sale.

We do not sell your personal information for money.

9. International Data Transfers

Because we operate online and may use international service providers, your personal information may be processed outside your country of residence.

Where required by law, we take appropriate steps to protect transferred personal information, including relying on appropriate safeguards and contractual protections.

10. Data Retention

We retain personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy, including to:

  • fulfill orders and provide support;
  • maintain business and transaction records;
  • comply with legal, tax, accounting, and reporting obligations;
  • resolve disputes and enforce agreements;
  • detect and prevent fraud.

Retention periods may vary depending on the type of information, the nature of the transaction, and applicable legal requirements. When information is no longer needed, we will delete, anonymize, or securely store it as permitted by law.

11. Cookies and Similar Technologies

We use cookies and similar technologies to:

  • operate and secure our website;
  • remember preferences;
  • understand website performance and usage;
  • improve your experience;
  • measure marketing effectiveness;
  • support advertising where permitted.

Some cookies are necessary for the website to function, while others may require your consent depending on your location and applicable law.

You can manage cookies through your browser settings and, where available, through our cookie banner or privacy preferences tool.

12. Marketing Communications

If you subscribe to our mailing list or otherwise opt in, we may send you promotional emails about products, offers, or updates.

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

Even if you opt out of marketing, we may still send non-promotional messages related to your orders, account, support requests, or legal notices.

13. Your Privacy Rights

Depending on your location, you may have rights relating to your personal information, including the right to:

  • request access to your personal information;
  • request correction of inaccurate information;
  • request deletion of your information;
  • request restriction of processing;
  • object to certain processing;
  • withdraw consent where processing is based on consent;
  • request data portability, where applicable;
  • complain to a relevant authority where applicable.

We may need to verify your identity before processing your request. We may also retain certain information where permitted or required by law, including for legal, tax, accounting, fraud-prevention, or order record purposes.

To exercise your rights, contact us at: [email protected]

14. Children’s Privacy

Our website and products are not directed to children, and we do not knowingly collect personal information directly from children.

If you believe a child has provided personal information to us, please contact us so we can review and delete it where appropriate.

15. Security

We use reasonable technical, organizational, and administrative measures to help protect personal information against unauthorized access, loss, misuse, alteration, or disclosure.

However, no website, transmission method, or storage system can be guaranteed to be completely secure.

16. Third-Party Links and Services

Our website may contain links to third-party websites, apps, marketplaces, or social media platforms. We are not responsible for the privacy, security, or content practices of those third parties. We encourage you to review their privacy policies before interacting with them.

17. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our business, legal obligations, or website functionality. When we do, we will post the revised version on this page and update the “Last updated” date above.

Your continued use of our website after any update indicates your acceptance of the revised Privacy Policy, to the extent permitted by law.

18. Contact Us

If you have questions, requests, or concerns about this Privacy Policy or our handling of personal information, please contact us:

Soul Pet Studio
Email: [email protected]
WhatsApp: +44 7740530337

© 2026 Soul Pet Studio. All rights reserved.