Privacy Policy
1. Who we are
PetMoire is a personalized pet keepsake brand operated by SDY E-COMMERCE LTD, registered in England and Wales (company number 15953362). Registered office: Suite 8070, 61 Bridge Street, Kington, HR5 3DJ, United Kingdom. For privacy questions, requests or complaints, email support@petmoire.com.
2. Information we collect
When you contact us or place an order, we may process your name, email address, shipping and billing information, order details, customization notes, pet photos, customer support messages, and related order-status or payment references. Our website and service providers may also process technical information such as IP addresses and device or browser information needed for security and site operation.
3. Pet photos and custom designs
We use the pet photos and customization instructions you submit to review your request, make your personalized keepsake, perform quality checks and resolve order-related issues. Photos are stored outside public website directories and access is restricted to authorized people who need them for these purposes. Do not upload identity documents or financial information, and only submit photos that you have the right to share.
4. Payments, fulfillment and providers
Card payment is processed using Stripe-hosted checkout; PetMoire does not receive or store your full payment card number. We share the information necessary to provide our service with trusted providers such as website hosting, email delivery, payment processing, and shipping carriers (including Yanwen where used). To make your keepsake, relevant pet photos and customization instructions are also handled by our production team in China. Your information may therefore be processed in countries other than your own.
5. Data retention and deletion
Pet photos associated with unpaid orders become eligible for deletion once the order is more than 7 days old. For paid orders, pet photos become eligible for deletion 180 days after payment. Automated cleanup runs daily, so actual deletion may occur after the relevant eligibility date.
Eligible photos are removed from active private storage. Order and transaction information may be retained separately where necessary for accounting, fraud prevention, legal obligations, or dispute resolution.
Photos deleted from active storage may remain temporarily in historical backups. Local production backups are generally retained for approximately 30 days, and private cloud backups for approximately 90 days from their last modification. Backup expiration depends on the scheduled retention processes, and individual historical backup copies may not be removable immediately.
You may contact support@petmoire.com to ask about retention, request access to your information, or request deletion, subject to applicable legal requirements.
6. Site analytics and advertising
We may use essential site technologies and, when enabled, analytics or advertising technologies to understand site performance and measure campaigns. Where required by applicable law, we will give notice and obtain any necessary consent for non-essential tracking. Advertising and analytics technologies should not be treated as enabled merely because they are described here.
Optional Meta Pixel tracking: If you choose Accept on our cookie notice, we use Meta Pixel (Meta Platforms) to measure pages viewed, product views, successful add-to-cart actions and checkout starts. Meta may receive browser identifiers, IP address, page URL, event type and product price. We do not intentionally transmit pet photos, pet names, customization notes or payment information in these events. No Meta Pixel tracking is loaded until you accept. You can change your choice at any time using the Cookie choices link in the page footer. See Meta's Privacy Policy for more information.
Optional server-side Purchase measurement: If you actively accept the updated optional advertising notice and complete payment, our server may provide Meta with the confirmed purchase value (USD), event timestamp, browser identifiers, browser user agent and a SHA-256 hashed email address for advertising measurement. A hashed email remains personal information, not anonymous data. We do not send pet photos, pet names, customization notes, delivery addresses or payment card details. Previous acceptance of browser-only tracking is not automatically treated as consent for this additional processing. You may change your choices through the Cookie choices link. Previously delivered events may not be retractable.
7. Your choices and rights
Depending on your location and applicable law, you may have rights to request access to, correction of, deletion of or a copy of your personal information, and to object to or restrict certain processing. Contact us with your request. We may need to verify your identity and may retain records where required by law.
8. Security and children
We use access restrictions and reasonable safeguards to protect customer information. No method of internet transmission or storage is completely risk-free. Our products and online ordering services are intended for adults, not children.
9. Changes and contact
We may update this policy when our practices or legal requirements change. The updated date will appear above. Email support@petmoire.com for privacy questions or requests.