Dogmates Ltd (“We”) are committed to protecting and respecting your privacy. Your privacy is important to us, and to enable you to understand how we collect your data and our online information practices please review this policy carefully.

This policy (together with our terms and conditions and any other documents referred to on it) (“Policy”) sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us.  Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it.

By visiting our website (“Site”), you are accepting and agreeing to the terms of this Policy.

We are providing you with this information to make sure we are honest and open about your privacy when you are using the Site.

For the purposes of the Data Protection Act 1998 (“Act”) the data controller is Dogbones Ltd of 127 Penhill Road, Bexley, Kent, DA5 3EU, registered with the ICO.



Personal Information

we may collect both "personal information" and "non personal information" about website users. For purposes of this Policy, "non-personal information" is information that we cannot directly associate with a specific person without the aid of additional information. By contrast, "personal information," is information such as a name or email address that we can directly associate with a specific person or entity without additional information. When we combine non-personal information with personal information, we treat all of the combined information as personal information.

When you browse our website, set up an user account (“User Account”), and also whilst logged in to our your User Account or our shopping pages (“Logged in Pages”) you may give us personal information about you for the purposes of setting up an account with us and placing orders, making requests and registering to receive communications from us. In addition, when you communicate with us by telephone, email, our Contact Us form, or through social media channels including (but not limited to) Facebook and Twitter we may collect information from and about you. The type of information we may collect includes:

  • Information that you provide to us by completing forms on our website, setting up a User Account or sending us information or images. Information such as your name, your pet(s)'s name(s), your pet(s)'s details (health, condition weight, preferences, current diet), billing and delivery address, delivery instructions, email address, telephone number, payment card information (which can be updated from time to time by you or via your card issuer)
  • Details of any changes to your account or your pet(s)'s details and condition that you may notify us of from time to time.
  • Communications you send to us. For example feedback, questions and suggestions about our product and services and or your pet. This includes images and videos.
  • From time to time, we may ask website users to participate in surveys, contests, or promotions. Such surveys, contests, and promotions may be used to collect both personal and non-personal information. Participation is completely voluntary, and you therefore have a choice whether or not to disclose any information via your participation.
  • Details of who referred you to us or who you have referred to us.

You can edit, update and correct the information you have provided us about you and your pet(s) through your User Account. Please note we are required by law to retain certain information for a period of time after a User Account or pet profile is cancelled such as for accounting, taxation and legal purposes.

Log data

When you use the Site, we may automatically receive and record certain information from your computer (or other device) and your browser. This may include such data as your IP address and domain name, your login information, the pages you visit or the features you use on the Site, the date and time of your visit, the files that you download, the URLs from the websites you visit before and after navigating to the website, products you viewed or searched for, page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), and methods used to browse away from the page, your software and hardware attributes (including device IDs), your general geographic location, and certain cookie information (see below). To obtain such information, we may use web logs or applications that recognise your computer or device and gather information about its online activity including browser type and version, time zone setting and operating system. Cookies

We also use cookies in conjunction with the Site. Cookies are small files that are stored on your computer or other device by your web browser. A cookie allows the Site to recognise whether you have visited before and may store user preferences and other information. For example, cookies can be used to collect information about your use of the Site during your current session and over time (including the pages you view and the files you download), the operating system and browser type of your computer or other device, your Internet service provider, your domain name and IP address, your general geographic location, the website that you visited before navigating to the Site, and the link you used to leave the Site. If you are concerned about having cookies on your computer or device, you can set your browser to refuse all cookies or to indicate when a cookie is being set, allowing you to decide whether to accept it. You can also delete cookies from your computer or device. However, if you choose to block or delete cookies, certain features of the Site may not operate correctly.

Web beacons

We also may use an application known as a "web beacon" (also known as a "clear gif" or "web bug"). A web beacon is an electronic file that usually consists of a single-pixel image. It can be embedded in a web page or in an email to transmit information, which could include personal information. For example, it allows an email sender to determine whether a user has opened a particular email.

Third-party online tracking and behavioural advertising

We also may partner with certain third parties to collect, analyse, and use some of the personal and non-personal information described in this section. For example, we may allow third parties to set cookies or use web beacons on the website or in email communications from us. This information may be used for a variety of purposes, including online behavioural advertising, as outlined below (see the section entitled "How we share personal and non-personal information with third parties").



We use the information that we collect for a variety of purposes. If we have personal information about you, we may use it, for example: to respond to your questions or requests concerning Butternut Box; to fulfill the terms of any agreement you have with us; to fulfill your requests for our services and orders for products or otherwise complete a transaction that you initiate; to send you information about our services, the status of any orders, and other topics that are likely to be of interest to you, including newsletters, updates, or other communications; to authenticate billing and identification information; to deliver confirmations, account information, notifications, awards, service-related announcements, and similar operational communications; to improve or personalise your user experience; to improve the quality of our products and services; to comply with legal and/or regulatory requirements; and to manage our business.

We use the non-personal information that we collect for such purposes as: counting and recognising users of the website; analysing users’ demographics, interests, and behaviour, including how they use the website; improving the website and enhancing users’ experiences with the website; researching and creating new products and services or improving our existing products and services; enabling additional website and application analytics and research concerning the website; and managing our business. We may link non-personal information gathered using cookies and web beacons with personal information. In that event, we will treat the combined information as personal information.

We also may use the personal and non-personal information that we collect to send you promotional communications, including emails or postal mail about the products and services offered by us or our partners. Although we hope you will find our promotional emails of interest, you may opt out of receiving them by sending an email to with "optout" in the subject line, or by clicking on the "unsubscribe" link in any promotional email. Promotional emails will also have instructions for opting out of that type of communication in the future.

We also provide you the opportunity to opt-out of having your personal information used for certain purposes when we ask for this information. For example, if you purchase a product/service but do not wish to receive any additional marketing material from us, you may do so by sending an email to with “Optout from additional marketing material” as the subject line. If you choose to use our Gifting strategy service to tell a friend about our products or services, we will ask you for your friend’s name and email address. We will automatically send your friend a one-time email inviting him or her to visit the website. This personal information may be used to track the success of our Gifting scheme. Your friend may contact us at to request that we remove this information from our database.



We share your personal information and non-personal information with other parties for a variety of purposes, as described below.

Analytics and online behavioural advertising

We partner with certain third parties to collect the non-personal information discussed above and to engage in analysis, auditing, research, and reporting. These third parties may use web logs or web beacons, and they may set and access cookies on your computer or other device. In particular, as of the effective date of this Policy, the site uses such third party services as Google Analytics, Facebook retargeting, and Perfect Audience to help collect and analyse certain information for the purposes outlined above.

The website also enables third-party tracking mechanisms to collect your non-personal information for use in online behavioural advertising. For example, third parties may use the fact that you visited the website to target online ads for our services to you on websites or services not affiliated with us. In addition, our third-party advertising networks might use information about your use of the Site to help target third party advertisements based on your online behaviour in general.

We do not disclose information about identifiable individuals to our advertisers, but we may provide them with aggregate information about our users (for example, we may inform them how many people in a certain demographic have clicked on their advertisement on any given day). We may also use such aggregate information to help advertisers reach the kind of audience they want to target.

The use of online tracking mechanisms by third parties is subject to those third parties’ own privacy policies, and not this Policy. If you prefer to prevent third parties from setting and accessing cookies on your computer, you may set your browser to block cookies.

Third-party service providers and business partners

We may also use other third-party service providers to help us manage and improve the website and our other services. These service providers may collect and/or use your personal or non-personal information to assist us in achieving the purposes outlined above. For example, we use third parties to help us target and implement our email communications and direct mailings, to verify your identity and address for shipping purposes, to ship our products, and to process your credit card information. We also use third-party platforms to help us manage our relationships with the people and companies that use our services.

We also may share your personal or non-personal information with other third parties when necessary to fulfill your requests for services; to complete a transaction that you initiate; to meet the terms of any agreement that you have with us or our partners; or to manage our business.

Your direct sharing of information on the website

Certain features of our website make it possible for you to share comments or feedback publicly with all other users of the website. Any information that you submit through such features will be available to the public at large and potentially accessible through third-party search engines. Such information can be read, collected, and/or used by others, and it could be used to send you unsolicited messages if you disclose personal information. Accordingly, please take care when using these features of the website.

Your direct sharing of personal information through third-party websites and services

The website may enable you to share directly personal information with websites or online services operated by third parties. For example, the website contain links to third-party websites that incorporate comment and social media features. The website may also contain a Facebook "like" button, a Twitter "follow" button, or similar features. If you choose to use these features, you may disclose your personal information not just to those third-party websites and services, but also to their users and the public more generally. Because these third-party websites and services are not operated by us, we are not responsible for the content or practices of those websites or services. The collection, use, and disclosure of your personal and non-personal information will be subject to the privacy policies of the third party websites or services, and not this Policy.

Third-party plugins

The website can integrate certain third-party plug-ins (such as a Facebook "like" button). Even if you do not click on these plug-ins, they may collect information about you, such as your IP address and the pages that you view. They also may set and/or access a cookie. These plugins are governed by the privacy policy of the company providing them.

Legal purposes

We also may use or share your personal or non-personal information with third parties when we believe, in our sole discretion, that doing so is necessary:

·       to comply with applicable law or a court order, or other legal process;

·       to investigate, prevent, or take action regarding illegal activities, suspected fraud, violations of our terms and conditions, or situations involving threats to our property or the property or physical safety of any person or third party;

·       to establish, protect, or exercise our legal rights or defend against legal claims; or

·       to facilitate the actual or proposed financing, securitisation, insuring, sale, assignment, bankruptcy, or other disposal of all or part of our business or assets.

Aggregated information

From time to time, we may also share anonymised and aggregated information about website users, such as by publishing a report on trends in the usage of the website.

Third party sale

We may disclose your personal information to third parties:

·       In the event that we sell or buy any business or assets, in which case we may disclose your personal data to the prospective seller or buyer of such business or assets.

·       If Dogmates Ltd or substantially all of its assets are acquired by a third party, in which case personal data held by it about its customers will be one of the transferred assets.



The data that we collect from you may be transferred to, and stored at, a destination outside the European Economic Area ("EEA"). It may also be processed by staff operating outside the EEA who work for us or for one of our suppliers. Such staff maybe engaged in, among other things,  the fulfilment of your order, the processing of your payment details and the provision of support services. By submitting your personal data, you agree to this transfer, storing or processing. We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this Policy.

All information you provide to us is stored on our secure servers. Any payment transactions will be encrypted using secure socket layer (SSL) technology. Where we have given you (or where you have chosen) a password which enables you to access certain parts of the Site (including the Logged in Pages), you are responsible for keeping this password confidential. We ask you not to share a password with anyone.

Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our site; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.



If you want to learn more about the personal information that we have about you, or you would like to update or change that information, or deactivate your account, please contact us by email at

Note that deactivating your account does not cause your account information to be deleted from our servers. You can request such deletion by emailing our Customer Love team at 



The Website is not directed to children or teens under the age of 18, and Dogmates will never knowingly collect personal or other information from anyone it knows is under the age of 18.



The Act gives you the right to access information held about you. Your right of access can be exercised in accordance with the Act. Any access request may be subject to a fee of £10 to meet our costs in providing you with details of the information we hold about you.



We reserve the right to amend this policy at any time. We will post all changes to this policy on this website, so you should review the policy periodically. Any such amendments to this policy may apply to information we collect in the future as well as any information we obtained prior to such amendment. If we make a material change to this policy, we will provide appropriate notice as required by law.



If you have any questions or comments regarding our Policy, please contact us at:


Last updated 01 September 2016