Privacy Policy

You can now make an account on this website to place a Christmas pre-order. We added what we collect for accounts and pre-orders, who helps us run them, and how long we keep them. See "Christmas pre-order accounts".

We also corrected how texts work: if you agreed to get texts, your mobile number and first name are copied to GoHighLevel, which we use to send them. And we now name our shop's till system (IdealPOS, supported by PoSpro), where in-store details and website sign-ups are kept so staff can find you at the counter. See "Where your information is stored".

We now send all our emails through GoHighLevel and have stopped using Klaviyo. If you agreed to get emails, your email address, first name and where you signed up are copied to GoHighLevel. Nothing changed in what this website collects. See "Where your information is stored".

Our lawyers reviewed this policy. We added who it applies to, how we may collect information from other sources, when we share it, what happens when it's stored outside New Zealand, and the details you give us in store once we open. Our cookies are also described on a separate Cookie Policy page. Nothing changed in what this website collects.

We're starting to send some of our emails through GoHighLevel as well as Klaviyo. If you agreed to get emails, your email address, first name and where you signed up are copied to GoHighLevel. See "Where your information is stored".

We now use Microsoft Clarity to see how people use this website, for example where they click and how far they scroll, so we can make it easier to use. Nothing you type into a form is recorded. See "Cookies and advertising".

When you sign up on this website, we now also tell Meta about the sign-up directly from our server, with your email address, mobile number and first name scrambled (hashed) first. This helps us measure our Facebook and Instagram ads. See "Cookies and advertising". This only applies to sign-ups made after this change.

Pet photo competition photos may now also go on a printed photo wall in our shop (the competition hadn't opened when we made this change).

We added a Google map of our shop to the bottom of each page. This policy now covers it, under "Cookies and advertising".

We're about to start advertising on Facebook and Instagram. This policy now covers the Meta Pixel (an advertising tracker that uses cookies), sign-ups made on Facebook and Instagram forms, sign-ups made in store, our pet photo competition, and the service we use to send texts. The pixel is not switched on until after this version of the policy is published.

This website (charliespethub.co.nz) is run by Charlie's Pet Hub Limited, Hamilton, New Zealand. We are committed to protecting your information. This policy explains what personal information we collect, how we collect, hold, use, share and protect it, who we may share it with, and how you can see or correct it.

"Personal information" means information about an identifiable person, as defined in the Privacy Act 2020. This policy doesn't limit any of your rights under that Act. For more about the Act, see privacy.org.nz.

This policy applies to any personal information you give us or allow us to collect. By using our website, signing up to hear from us, entering a competition, buying from us, or otherwise giving us personal information, you agree to us handling it as this policy describes.

What we collect. To place a Christmas pre-order you make an account. We collect your email address and a password (stored only in a scrambled form we can't read), your name, your mobile number, the items you pre-order, your pick-up day, and the dates you placed, cancelled or picked up each order. If you tick "Email me Charlie's offers and news", we record that choice; the box is unticked unless you tick it.

Why. To take your pre-order, have it ready on your pick-up day, know whose order it is, contact you about it, and give you your voucher. We add up pre-orders by item and day (no names) so the factory makes the right amount.

Who helps us. Accounts and pre-orders are stored with Supabase in Sydney, Australia. Your confirmation, password and order emails are sent from our Google Workspace account (Google). When you sign up, sign in or reset your password, Cloudflare Turnstile checks you're a person, not a bot; to do that Cloudflare sees your IP address and some details about your browser and device. Our staff see your name, mobile and order on our password-protected admin page.

How long we keep it. We keep pre-orders for 12 months after your pick-up day, then delete them. We keep your account until you ask us to close it.

Closing your account. Email privacy@charliespethub.co.nz and we'll close your account and delete your details, except any pre-order we still need to fill or keep for our records over the period above.

Launch sign-up. If you sign up for our launch offer, we collect your email address, the date and time you signed up, where you signed up (which page of this website, a Facebook or Instagram form, or in store), and a record that you agreed to receive emails from us (including the wording you agreed to).

If you choose to give them, we also collect your first name, your mobile number, what kind of pet you have and what food they eat now. If you tick the box to get texts, we keep a record of that too, separately from your email consent.

Sign-ups on Facebook and Instagram. Some of our ads have a sign-up form that opens inside Facebook or Instagram. If you fill one in, Meta (the company that runs both) passes us the details you entered, and we treat them the same as a sign-up on this website.

Pet photo competition. If you enter, we collect the photo you upload, your pet's name, your first name, your email address and, if you give it, your mobile number, plus a record that you agreed to the competition rules and to us sharing the photo. Entering does not add you to our email or text list. That only happens if you tick the separate box.

Where you came from. If you reached our site from one of our ads or posts, the link may carry campaign tags (such as which ad you clicked). We save those tags with your sign-up so we know which campaigns work. They don't identify you.

Technical logs. Our hosting provider automatically records standard technical information such as IP address, browser type and the time of a request, for security and reliability. We don't use this to identify you.

Emails we send you. Our emails record whether they were opened and which links were clicked, so we can tell which emails are useful and stop sending ones that aren't.

Visits to the website. We count page visits and sign-ups using Vercel Web Analytics. It doesn't use cookies and doesn't identify you or follow you to other websites. We also use the Meta Pixel and Microsoft Clarity, which do use cookies. See "Cookies and advertising" below.

Have your say. If you answer one of our in-store poster surveys, we collect your answers, anything you type in the comment box, and the date. We use them to decide what to offer at the Hub. They aren't linked to your name, so please don't put personal details in the comment box. If you also give us your email to hear what we decide, it joins our email list like any other sign-up and is kept separate from your answers.

We don't collect anything else through this website.

In store. Once we open, if you give us your details at the counter (for example to sign up, or for a customer account), we collect your name and contact details, your pet's name, and a record of what you buy from us.

From other sources. We may also receive personal information from someone else, such as Facebook or Instagram, when you've allowed them to pass it to us or allowed us to collect it.

We use your email address to send you your 30% launch offer, news about our opening, and occasional updates about Charlie's Pet Hub, such as puppy school enrolments and events. If you ticked the text box, we use your mobile number to text you opening news and offers. We use your name to address messages to you, and your pet and current food to understand our customers and send you offers that suit your pet. We keep the consent records so we can show you asked to hear from us, as the Unsolicited Electronic Messages Act 2007 requires.

We use competition entries to run the competition, contact the winners, and share entered photos on our website, our social media pages and a printed photo wall in our shop, with your first name and your pet's name.

We never sell your information, and we don't give your name, email address or mobile number to other businesses for their own marketing.

We only share personal information:

• as far as reasonably needed to provide our goods and services to you;
• with the service providers listed under "Where your information is stored" (and Meta, as described under "Cookies and advertising"), as far as reasonably needed for them to provide their services to us;
• when you (or someone authorised by you) ask us to; or
• where the law requires or allows it.

Every email we send has an unsubscribe link, or you can email privacy@charliespethub.co.nz. We act on unsubscribes within 5 working days. To stop texts, reply STOP to any text from us.

Sign-ups and competition entries, including photos, are stored with Supabase in a data centre in Sydney, Australia. To send our emails we use GoHighLevel (HighLevel Inc.), an email and marketing service based in the United States: if you agreed to get emails, your email address, first name and where you signed up are copied to GoHighLevel and stored there. We also send texts through GoHighLevel: if you agreed to get texts, your mobile number and first name are copied to GoHighLevel too. Our shop's till system is IdealPOS, set up and supported for us by PoSpro: details you give us in store are kept there, and so are the name, email address and mobile number of people who sign up on this website, so our staff can find you at the counter. The website is hosted by Vercel, whose technical logs and visit counts may be processed in the United States. Microsoft Clarity data (how visitors use the site, see "Cookies and advertising") is processed by Microsoft, including outside New Zealand. These providers store and process information for us under their own security and privacy commitments.

Some of these services are hosted outside New Zealand. When we send personal information to someone outside New Zealand, we make sure it's done in line with the Privacy Act.

We keep your sign-up details until you ask us to delete them. If you unsubscribe, we stop emailing you and mark your record do-not-contact, so we don't contact you again by mistake. Ask us at any time and we'll delete your details, keeping only your email address on the do-not-contact list.

We delete competition entry details and photos we haven't shared 12 months after the competition closes. If we've shared your photo and you'd like it taken down, email us and we'll remove it.

We delete Have your say answers two years after you send them.

A summary of our cookies is on our Cookie Policy page. The full detail is below.

Meta Pixel. This website uses the Meta Pixel, a small piece of code from Meta (Facebook and Instagram). It sets cookies in your browser and tells Meta which pages of this site you visited and whether you signed up. If you're logged in to Facebook or Instagram, Meta can connect that to your account. We use it to see which of our ads lead to sign-ups, and to show our ads to people who have visited this site. Meta also uses what it receives under its own privacy policy.

The pixel itself doesn't send Meta your name, email address or mobile number. When you sign up on this website, our server also tells Meta about the sign-up (Meta calls this the Conversions API). It sends your email address, mobile number (if you gave one) and first name (if you gave one), each scrambled into a code (hashed) before it leaves our server, plus your IP address, your browser type, the page you signed up on, and Meta's own cookie IDs. Meta uses the codes to match the sign-up to a Facebook or Instagram account, if there is one, so we can tell which ads lead to sign-ups. We don't send your pet details or anything else you told us, and we don't upload our sign-up list to Meta.

You can block the pixel with your browser's tracking or cookie settings, and you can control how Meta uses this kind of information in your Facebook or Instagram ad settings. The site works the same either way. Browser settings don't stop the message our server sends when you sign up. You can see and disconnect it in your Facebook or Instagram settings, under "Your activity off Meta technologies".

Microsoft Clarity. We use Microsoft Clarity to understand how people use this website: where they click, tap and scroll, and where they get stuck. Clarity sets cookies and records how you move around the pages (session recordings and heatmaps), along with general details such as your device, browser and rough location. It does not record anything you type into a form, and it isn't used on our staff pages. We use it only to improve the website, not for advertising. Microsoft processes this information for us and uses it under the Microsoft Privacy Statement. You can block Clarity with your browser's tracking or cookie settings. The site works the same either way.

Google map. The map at the bottom of each page comes from Google Maps. When it loads, your browser connects to Google. Google can see your IP address and that you were on this site, and may set its own cookies. If you're logged in to a Google account, Google can connect the visit to it. We don't send Google anything else about you, and Google uses what it receives under its own privacy policy. You can block the map with your browser's tracking or cookie settings. Our address is written under the map either way.

Notes kept in your browser. Your browser also stores two small notes for us: whether you've closed or used the launch pop-up, and any campaign tags from the link you arrived on (cleared when you close the tab). Neither leaves your device unless you sign up.

If we add other trackers in future, we'll update this policy first and tell you on the site.

You can ask to see the personal information we hold about you, and ask us to correct or delete it. Email privacy@charliespethub.co.nz and we'll respond within 20 working days.

If you're not happy with how we've handled your information, please tell us first. You can also complain to the Office of the Privacy Commissioner at privacy.org.nz.

We'll update this page when what we collect changes, for example when online booking opens. The date at the top shows the latest version. Changes apply from the date the updated policy is published here, and cover all personal information we hold. If a change is significant, we may also tell you directly. Questions about this policy: privacy@charliespethub.co.nz. Competition rules are on our Competition Rules page.