• Privacy Policy

Privacy Policy

PETNSALE VERNON HILLS LLC and its affiliates and subsidiaries (“PetnSale” or “we”, “our”, “us”) respect your concerns about privacy. This Privacy Policy (“Privacy Policy”) explains the type of information we may obtain from individuals who visit our websites (each, a “Site” and collectively, “Sites”) or use our mobile applications (each, an “App” and collectively, “Apps”), which includes tools such as chat available through our Sites and Apps.

It also explains the type of information we may obtain from individuals who otherwise connect with us offline, such as by phone or by visiting veterinary clinics owned or managed by us (“PetnSale Vet Care”) or other in-person operations (“Offline Services”), and collectively with all Sites and Apps, the “Services” or individually, a “Service”). When we use the term “including”, it shall mean “including but not limited to”. In addition, this Privacy Policy sets out how PetnSale may use, disclose and protect your personal information.

The provisions of this Privacy Policy regarding veterinary services (PetnSale Vet Care), pharmacy, and telehealth services do not apply to our physical retail locations in Glen Ellyn, Woodridge, and Vernon Hills, which are limited exclusively to the sale of pet food and accessories. At these locations, no pet medical records, health histories, or prescriptions are collected or processed during in-store transactions.

Contents

INFORMATION WE OBTAIN

Information you give us.

We collect and maintain information that you may provide to us through your use of our Services, including your name, shipping address, billing address, payment card information, telephone number(s), email address(es) and purchase/return/exchange data and pet information. For example, when you:

  • set up your account and/or make online purchases, set up your PetnSale Vet Care account registration, sign-up for a membership program such as PetnSale+, you will be asked to provide information necessary to facilitate the transaction, such as contact and payment information;
  • seek assistance from our customer care team or veterinarians, through email, telephone, automated and live chat sessions, SMS or any other channels we may ask you questions about your pet or otherwise collect and record additional information from or about you during those interactions;
  • enter our contests, sweepstakes or other promotions, you may be asked for information necessary to fulfill the promotion;
  • post comments or other content in publicly-available forums on our Services (e.g.., product reviews, Q&A forum);
  • visit our affiliated PetnSale Vet Care or other in-person operations, any information you provide or post will be available to us as well as potentially to visitors to our Services. This includes any video and audio recordings we conduct at PetnSale Vet Care or any in-person operations;

We also may collect information about your pet(s), including name, breed, gender, birthdate, size, weight, prescriptions, veterinary and pet health information (e.g., specific disease or condition information, diagnostic and therapeutic information, and information about recommended prescriptions, treatments, special diets, or exercise regimens), pet insurance information, and photos.

Information we obtain by automated means.

We may use technology to automatically obtain other information about you and your devices when you visit our Sites, use our Apps or view our advertisements online. For more information, see the “Cookies and Interest-Based Advertising” section of this Privacy Policy, below. This information helps our Sites and Apps work correctly and supports our marketing and analytics efforts. This information includes, but is not limited to, device type; device settings; Internet browser information; operating system information; IP address; mobile device identifiers; software version; phone model; phone operating system; mobile phone carrier information; approximate geolocation data; the date, time and length of your stay on our Sites and Apps; and the referring website, specific pages accessed and other actions you take on our Sites and Apps.

Additionally, your chats, phone/video calls and other interactions with our customer care team or veterinarians may be recorded. We may obtain other information from you from time to time by providing appropriate notice.

We also use a third-party session replay service that records users’ interactions with our Sites and Apps, including users’ clicks, mouse movements and scrolls.

Biometric Information (Illinois Residents):

For our Illinois retail operations, we do not collect or store biometric identifiers (such as fingerprints, facial geometry, or voiceprints) without providing prior written notice and obtaining your informed written consent. Any biometric data collected is subject to a retention policy and will be permanently destroyed within three (3) years of your last interaction with us or once the initial purpose for collection is satisfied, whichever occurs first.

Information we obtain from other sources.

We may receive information about you from other sources to, for example, help us correct or supplement our records, improve the quality of our Services, prevent or detect fraud, and support our marketing and analytics. Such sources may include information collected from payment processors, data brokers, third-party ad technology companies, veterinarians (such as specific pet health information, diseases or conditions, prescriptions, treatments), other pet service providers (such as groomers), insurance companies, shelters, and shipping carriers. We may use this information consistent with this Privacy Policy.

Third-Party Web Analytics Services.

We use third-party web analytics services on our Sites and Apps, such as Google Analytics. The service providers that administer these services use automated technologies to collect data (such as IP addresses, cookies, and other device identifiers) to evaluate the use of our Services. To learn more about Google Analytics and how to opt out, please visit https: /support.google.com/analytics/answer/181881?hl=en.

HOW WE USE THE INFORMATION WE OBTAIN

We may use, process and disclose the information we collect about you for our business purposes, including:

Fulfilling orders, providing Services, and responding to your questions and requests.

We may use your information to provide Services to you or your pet, such as providing veterinary services, making treatment recommendations or treating your pets, and to provide you with transactional assistance, such as fulfilling your order, processing your payments, providing you with customer and technical support including through the automated and live chat features on our Sites and Apps and maintaining transcripts of chat communications, obtaining veterinarian or other pet care services, approvals and assistance, offering new products and services, and ensuring the proper delivery of the products and services you order from us.

Creating and maintaining your PetnSale account, PetnSale Vet Care registration, and communicating with you.

We may use your information to create and maintain your PetnSale account or maintaining your membership in one of our programs such as PetnSale+, including, where applicable, by updating your pet profile with information provided by your veterinarian about your pet. In addition, we may use your information to contact you about (1) updates to this Privacy Policy or our Terms of Use; (2) changes to our Services, products and programs; (3) reviews, comments or other feedback you provide about our products or Services; (4) issues with your orders; or (5) product recalls.

Improving and personalizing our products and Services.

We may use your information to make improvements to our products and Services, as well as personalize our Services to meet your preferences and needs, customize your experience with us and provide you with a consistent experience across the devices you use.

Reviewing Site and App trends and customer interests.

We may also use your information to analyze the way you use our Sites and Apps and understand your interests, including by combining information we receive from you and your devices with other information about you that we receive from other sources.

Sending and improving marketing communications.

We may send you communications about promotions or offers via regular mail, email, text messaging or other electronic channels, including ads on Social Media Services. We may use information, including information collected across different online services and from the various devices you may use, for marketing and analytics purposes and to deliver marketing communications based on your behavior and interests.

Promoting our products or Services.

If you complete a product review, submit feedback or provide an image of your pet(s), we may use your submission for commercial purposes, to promote our products and Services, or to send you personalized content, including pet portraits, thank you notes and holiday cards.

Administering promotions, such as sweepstakes and contests.

We may use your information to administer sweepstakes, contests, and other promotions if you choose to participate.

Detecting and preventing fraud.

We may use your information to protect against, identify and prevent fraud and other criminal activity, claims and other liabilities.

Complying with law.

We may use your information to comply with and enforce applicable legal requirements (including to maintain pet health records and authorizations), relevant industry standards and our policies, including this Privacy Policy and our Terms of Use.

Other uses.

We may use your information to operate, evaluate, develop, manage and improve our business (including operating, administering, analyzing, and improving our Services; developing new products and services; managing and evaluating the effectiveness of our communications; conducting market research, aggregating and anonymizing data, and performing data analytics; facilitating the provision of services to PetnSale; and performing accounting, auditing, and other internal functions).

We also may use your information in other ways for which we provide specific notice at the time of collection or otherwise with your consent.

COOKIES AND INTEREST-BASED ADVERTISING

Tracking tools we use.

We and third-party ad technology providers may collect information about you and your devices over time and across different websites and online services through the use of tracking tools, including cookies, web beacons, clear GIFs, pixels, device identifiers and other online information-gathering tools. We may use these automated technologies to collect information about your equipment, browsing actions, and usage patterns. The information we may obtain through these automated technologies is described in the “Information we obtain by automated means” section of this Privacy Policy, above. We may use these automated technologies to:

  • authenticate your account and store your password if you are a registered PetnSale account holder and otherwise detect and prevent fraud;
  • monitor the performance of our Services;
  • learn more about the way you interact with our Services and content;
  • personalize your experience on our Sites, Apps and Social Media Services;
  • optimize and tailor our Sites and Apps;
  • make product recommendations, perform analytics, personalization and provide you with relevant advertising content on our Services and third-party websites and online services;
  • measure the effectiveness of the ads we serve you;
  • conduct data analytics and research to help us improve our Services and product offerings; and,
  • better understand our Site visitors and App users and their respective interests.

Interest-based advertising.

We and third-party ad technology providers may use cookies to learn about the ads you see and interact with, and other actions you take on our Services. This allows us to provide you with more useful and relevant ads on both PetnSale-owned and operated Services and third-party websites, apps and online services. Interest-based ads, also referred to as personalized or targeted ads, are displayed to you based on information collected about your online activities, such as when you browse or purchase a product on our Sites or Apps, or visit third-party websites, apps or online services. In providing interest-based ads, we follow the Self-Regulatory Principles for Online Behavioral Advertising developed by the Digital Advertising Alliance (DAA) (a coalition of marketing and online advertising organizations). See the “Interest-based advertising opt-out” section of this Privacy Policy, below, for information on how you may opt out of such advertising.

Third-party ad technology companies may help us display content tailored to your interests and serve interest-based advertising on our behalf. Additionally, some third-party ad technology companies may provide us with information about you (such as demographic information) from offline and online sources, which we may use to provide you with more relevant and useful advertising.

Advertisers or third-party ad technology companies working on their behalf sometimes use automated technologies to serve the ads that appear on our Sites and Apps. They automatically receive your IP address and other device identifiers when this happens. They may also use cookies to measure the effectiveness of their ads and to personalize ad content.

INFORMATION WE DISCLOSE

We may share information about you with third parties in order to conduct our business, when legally required, or with your consent, including:

Affiliates and Subsidiaries.

We may share your information with our affiliates and subsidiaries for business, operational, promotional, marketing or other purposes consistent with this Privacy Policy.

Service Providers.

We may disclose the information we obtain about you to service providers who perform services on our behalf (e.g., to fulfill orders, deliver packages, send postal mail and/or email, analyze data, provide telehealth services, provide session replay services, provide marketing research and assistance, process credit card payments, detect and prevent fraud, and provide customer care including through automated and live chat features). Our service providers are restricted from using your personal information in any way other than to provide services for us.

Business Partners.

With your consent and at your direction, we may share your and your pet’s information with our business partners (such as veterinarians, pet insurers, and animal shelters) so they can provide you with the services that you request or that may interest you.

Other Third Parties.

We may disclose your information to other third parties in connection with our marketing efforts to promote our Services, or as otherwise directed by you.

Veterinary Care Providers or Pharmaceutical Product Manufacturers.

If you utilize our related telehealth services, veterinary clinics or PetnSale Vet Care clinics or elect to use pharmacy services available through our Services and/or fulfilled by PetnSale Pharmacy KY, LLC or PetnSale Pharmacy, LLC or other affiliates or subsidiaries, the clinic and/or pharmacy may share your and/or your pet’s information (including information related to pet health condition, diagnosis, and treatment) with veterinary care providers to validate prescriptions or provide other advice. The pharmacy also may share such information with pharmaceutical manufacturers if doing so will help facilitate the treatment of your pet or provide required adverse event information to the manufacturer. Additionally, if you fulfill prescriptions or purchase products from your veterinarian through the PetnSale marketplace Practice Hub or other similar PetnSale platforms, information relating to those transactions will be shared with your veterinarian.

Business Transfer.

We may disclose, transfer, or assign to our affiliates, or to one or more third parties, the information collected about you in the event that we sell or transfer (or contemplate the sale or transfer of) all or a portion of the assets or business of PetnSale, including as part of an actual or contemplated merger, acquisition or joint venture. In the unlikely event of our bankruptcy, insolvency, reorganization, receivership, liquidation, divestiture, dissolution or assignment for the benefit of creditors, or the application of laws or equitable principles affecting creditors’ rights generally, we may transfer your personal information to a successor or to a third party that purchases our assets arising from such circumstances. In such transactions, customer information generally is one of the transferred business assets but remains subject to the promises made in any pre-existing Privacy Policy.

Protection of PetnSale and Others.

We may disclose information about you to the government or to other third parties to comply with applicable law and regulations, governmental and quasi-governmental requests, court orders, subpoenas and other legal process. We may also disclose information to third parties if necessary to (i) enforce any of the Terms of Use for our Services or any investigation of potential violations thereof, (ii) detect, prevent, or otherwise address fraud, security or technical issues, (iii) protect against harm to our Services and (iv) protect our rights, property or safety, or the rights, property or safety of our users or others.

YOUR CHOICES

You have certain choices in connection with the personal information we obtain about you, as described further below.

If you are a California consumer, for more information about your privacy rights, please see the section of this Privacy Policy called “California Privacy Notice”, below.

If you are resident of a state that has an effective privacy law, for more information about your privacy rights, please see the section of this Privacy Policy called “State Privacy Notice for Residents Of Colorado, Connecticut, Delaware, Iowa, Indiana, Montana, New Jersey, Oregon, Tennessee, Texas, Utah, Virginia and other states that may have applicable privacy law”, below.

Regardless of your state of residency, we provide you with certain other choices to manage how we use your information. To exercise your privacy options such as right to know/access, right to delete, right to correct and other privacy choices, please visit our Privacy Rights Request page. Please note that terms used in the privacy choices may have meaning attributable to them under certain state laws. Certain privacy rights may not be available in certain states. Please see the state specific privacy disclosures for further information.

Cookies.

The “Help” feature on most Internet browsers will tell you how to prevent your browser from accepting new cookies, how to have the browser notify you when you receive a new cookie, or how to disable cookies altogether. If you