Privacy Policy

At Pakatak Ltd, we take the privacy and security of our customers and website visitors seriously.

This Privacy Policy explains what personal information we collect, why we collect it, how we use it, who we may share it with and the rights you have in relation to your personal information.

For the purposes of UK data protection law, Pakatak Ltd is the data controller in respect of personal information collected through the Pakatak website and in connection with orders placed with us.

This Privacy Policy should be read alongside our Terms and Conditions and any other privacy or cookie information displayed on our website.

1. Our Approach to Privacy

We aim to collect and use only the personal information reasonably necessary to operate our business, provide our products and services, fulfil customer orders and improve the experience we provide.

We do not sell or rent our customers’ personal information.

We may share information with trusted service providers where this is necessary to operate our website, process orders, arrange delivery, communicate with customers, administer reviews or provide other services on our behalf.

Where we use third-party service providers, we expect them to process personal information securely and in accordance with applicable data protection requirements.

2. Information We Collect

The personal information we collect depends on how you interact with Pakatak.

This may include:

  • your name;

  • billing and delivery address;

  • email address;

  • telephone number;

  • account details;

  • order and purchase history;

  • products purchased;

  • delivery and fulfilment information;

  • communications you send to us;

  • customer-service enquiries and complaints;

  • reviews, ratings and feedback you submit;

  • technical information relating to your use of our website;

  • IP address;

  • browser type and device information;

  • referring website;

  • pages visited and interactions with our website; and

  • cookie and similar technology information where applicable.

We do not normally receive or retain full payment-card details when payments are processed by an independent payment provider.

Payment information required to complete a transaction is processed by the relevant payment provider in accordance with its own security and privacy arrangements.

3. Information You Provide When Making a Purchase

When you place an order with Pakatak, we need certain information in order to process and fulfil your purchase.

This normally includes your:

  • name;

  • email address;

  • billing address;

  • delivery address;

  • contact telephone number where required;

  • order details; and

  • payment and transaction information.

We use this information to administer your order, take or confirm payment, arrange delivery and communicate with you about your purchase.

Without some of this information, we may be unable to process or fulfil your order.

4. How We Use Your Personal Information

We may use personal information for the following purposes:

Processing and fulfilling orders

We use customer information to:

  • process orders;

  • administer payments;

  • arrange fulfilment and delivery;

  • send order confirmations;

  • provide dispatch or delivery information;

  • process cancellations, returns and refunds; and

  • maintain records of transactions.

Our primary lawful basis for this processing is that it is necessary to perform our contract with you or to take steps at your request before entering into a contract.

Customer service

We may use your information to:

  • answer questions;

  • respond to enquiries;

  • resolve complaints;

  • provide support relating to a product or order; and

  • communicate about problems affecting your purchase.

Depending on the circumstances, we process this information because it is necessary for our contract with you or because we have a legitimate interest in providing effective customer service.

Fraud prevention and website security

We may process information where reasonably necessary to:

  • prevent fraudulent transactions;

  • protect customer accounts;

  • secure our website and systems;

  • investigate suspicious activity; and

  • protect Pakatak, our customers and third parties.

We may rely on our legitimate interests in protecting our business, website and customers and, where applicable, our legal obligations.

Legal and regulatory requirements

We may use or retain personal information where necessary to:

  • comply with applicable laws;

  • maintain accounting and taxation records;

  • respond to legitimate requests from courts, regulators or law-enforcement authorities;

  • establish, exercise or defend legal claims; and

  • comply with other legal obligations.

Where required, this processing is carried out because we have a legal obligation to do so.

5. Order and Service Communications

When you place an order with Pakatak, we may use your contact information to send communications connected with that purchase.

These may include:

  • order acknowledgements;

  • payment confirmations;

  • dispatch notifications;

  • delivery information;

  • returns or refund information;

  • product or order-related customer-service communications;

  • important information concerning your purchase; and

  • reasonable post-purchase communications relating to your experience with Pakatak.

These communications are different from general advertising or promotional marketing.

6. Customer Reviews and Review Invitations

We value genuine customer feedback and may contact customers after a purchase to invite them to review:

  • a product they purchased;

  • their order;

  • the service they received; or

  • their overall experience with Pakatak.

For this purpose, we may use information such as:

  • your name;

  • email address;

  • order number;

  • order date;

  • products purchased; and

  • other limited information required to identify the relevant purchase.

Third-party review services

We may use a specialist review platform or technology provider to send or administer review invitations on our behalf.

Where we do so, we may provide that service provider with the limited customer and order information necessary to:

  • issue the review invitation;

  • identify the relevant transaction or product;

  • collect the customer’s review;

  • verify that a review relates to a genuine purchase; and

  • administer our review programme.

The review provider is required to process information in accordance with applicable data protection requirements and its contractual obligations.

Lawful basis

Where appropriate, we rely on our legitimate interests in:

  • understanding our customers’ experiences;

  • obtaining genuine feedback about our products and services;

  • improving our products and customer service;

  • identifying problems with our service;

  • helping customers make informed purchasing decisions through genuine reviews; and

  • protecting the integrity of our review system.

We consider that customers may reasonably expect a limited request for feedback following a genuine purchase, provided that this is conducted in a proportionate manner and appropriate safeguards are provided.

You are never required to submit a review.

You may choose not to respond to a review invitation, and where an opt-out or unsubscribe facility is provided you may use it to prevent further review invitations.

Choosing not to leave a review or opting out of review invitations will not affect your order, your statutory rights or the service you receive from us.

Review emails and marketing

Review invitations are intended to request genuine feedback and are separate from our general promotional marketing.

We aim not to use a review invitation as a way of sending unrelated advertising or promotional content unless the applicable requirements for sending that marketing have also been satisfied.

7. Reviews and Content You Submit

If you choose to submit a review, rating, photograph, comment or other feedback, we may process that information for purposes including:

  • publishing the review;

  • associating it with the relevant product;

  • verifying that it relates to a genuine purchase;

  • moderating inappropriate or unlawful material;

  • responding to feedback;

  • improving our products and services; and

  • analysing customer satisfaction.

Reviews may be displayed publicly on our website or through a third-party review platform.

You should therefore avoid including personal information in a review that you do not wish to make public.

Where appropriate, your review may be displayed using your first name, initials or another identifier rather than your full account information.

8. Marketing Communications

Where permitted by law, we may send customers information about Pakatak products, offers, services or other promotional communications.

Marketing communications are separate from essential order communications and genuine customer-service messages.

Where consent is required, we will seek that consent before sending the relevant marketing.

Where another lawful mechanism is available under applicable electronic marketing rules, we may rely on that mechanism where its requirements are satisfied.

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

  • using the unsubscribe facility included in the relevant email; or

  • contacting us using the contact details provided on our website.

Stopping marketing emails will not prevent us from sending communications necessary to administer an existing order or provide customer service.

9. Website Visitors and Technical Information

Like most website operators, Pakatak automatically receives certain technical information when visitors use our website.

This may include:

  • IP address;

  • browser type;

  • operating system;

  • device information;

  • pages viewed;

  • referring pages or websites;

  • date and time of requests; and

  • general website interaction information.

We may use this information to:

  • operate and maintain the website;

  • understand how visitors use the website;

  • identify technical problems;

  • improve website performance;

  • protect the website against fraud and abuse; and

  • analyse general website trends.

Where possible, website statistics may be aggregated or anonymised so that they do not directly identify individual visitors.

10. Cookies

Our website may use cookies and similar technologies.

Cookies are small pieces of information stored on your device by a website.

They may be used to:

  • enable essential website functionality;

  • remember customer preferences;

  • maintain shopping baskets or sessions;

  • understand website usage;

  • improve website performance;

  • measure the effectiveness of website content; and

  • support other functionality described in our cookie settings.

Some cookies are necessary for the website to operate.

Where applicable law requires consent before non-essential cookies are placed on your device, we will request that consent through our cookie-management system.

You can also control cookies through your browser settings, although disabling certain cookies may affect the way parts of the website function.

Further information may be provided through our website’s cookie notice or cookie-preference controls.

11. Who We Share Personal Information With

We may share personal information with trusted organisations where reasonably necessary to operate our business.

These may include:

  • website hosting and technology providers;

  • ecommerce and website-platform providers;

  • payment processors;

  • banks and financial-service providers;

  • delivery companies and couriers;

  • fulfilment providers;

  • customer-service systems;

  • email and communications providers;

  • customer review and feedback platforms;

  • analytics providers;

  • IT and security providers;

  • professional advisers such as accountants or legal advisers;

  • fraud-prevention services; and

  • government departments, regulators, courts or law-enforcement authorities where legally required.

We only share personal information where there is an appropriate reason for doing so and seek to limit the information provided to what is reasonably necessary for the relevant purpose.

12. Payment Information

Payments made through our website may be processed by specialist third-party payment providers.

Payment providers may collect information including payment-card or account details directly from you.

Pakatak does not normally store complete payment-card information on its own systems.

Payment providers process information in accordance with their own privacy and security arrangements and applicable payment-industry requirements.

13. International Data Transfers

Some of the technology or service providers we use may operate, store information or provide support from locations outside the United Kingdom.

Where personal information is transferred internationally, we take appropriate steps to ensure that the transfer is handled in accordance with applicable UK data protection requirements.

Depending on the circumstances, this may include relying on:

  • applicable UK adequacy regulations;

  • approved contractual safeguards;

  • the UK International Data Transfer Agreement;

  • an approved UK Addendum to relevant contractual clauses; or

  • another lawful transfer mechanism.

14. How Long We Keep Personal Information

We do not intend to keep personal information for longer than is reasonably necessary.

Retention periods vary depending on the type of information and why it was collected.

When deciding how long to retain information, we consider matters including:

  • the purpose for which the information was collected;

  • the length of our relationship with the customer;

  • taxation and accounting requirements;

  • warranty or returns periods;

  • legal limitation periods;

  • fraud-prevention requirements;

  • regulatory requirements; and

  • whether the information may be required to establish, exercise or defend a legal claim.

When information is no longer reasonably required, we will delete it, anonymise it or otherwise dispose of it securely where appropriate.

15. Security

Pakatak takes reasonable technical and organisational measures designed to protect personal information against:

  • unauthorised access;

  • accidental loss;

  • misuse;

  • disclosure;

  • alteration; and

  • destruction.

However, no internet-based service or electronic storage system can be guaranteed to be completely secure.

Customers are also responsible for taking reasonable steps to protect passwords and account credentials associated with our website.

16. Your Data Protection Rights

Depending on the circumstances and the applicable lawful basis, you may have rights relating to your personal information.

These may include the right to:

  • request access to personal information we hold about you;

  • request correction of inaccurate information;

  • request deletion of personal information in certain circumstances;

  • request restriction of processing in certain circumstances;

  • object to certain uses of your information;

  • receive certain information in a portable format;

  • withdraw consent where processing is based on consent; and

  • object to direct marketing at any time.

These rights are not absolute and may be subject to legal conditions or exemptions.

Your right to object

Where we process personal information on the basis of legitimate interests, including where appropriate for customer feedback or review invitations, you may have the right to object to that processing.

If you no longer wish to receive review invitations, you can use any opt-out mechanism provided in the relevant communication or contact us.

17. Complaints

If you have a concern about how Pakatak uses your personal information, we encourage you to contact us first so that we can investigate the issue.

You also have the right to raise a concern with the Information Commissioner’s Office (ICO), the UK’s data protection regulator.

Further information is available through the ICO website.

18. Information About Children

Our products and website are not intended to collect personal information from children where this would be inappropriate.

Customers placing orders must satisfy any age requirements specified in our Terms and Conditions.

If we become aware that personal information relating to a child has been collected in circumstances where it should not have been, we will take appropriate steps to address the matter.

19. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect:

  • changes to our services;

  • changes in the way we process personal information;

  • new service providers or technologies;

  • changes to applicable law or regulatory guidance; or

  • improvements to our privacy practices.

The current version will be published on our website together with the date on which it was last updated.

Where a change materially affects how we use personal information, we will take appropriate steps to bring that change to customers’ attention where required.

20. Contacting Us

If you have questions about this Privacy Policy, wish to exercise a data protection right or want to object to the way we use your personal information, please contact Pakatak using the contact information provided on our website.

Pakatak Ltd

For general enquiries, privacy requests and customer-service matters, please use the contact details shown on the Pakatak website.