Privacy policy
Privacy Policy
1. Who we are
We Love Pets Ltd runs this website and decides how the personal information you give us is used. That makes us the "controller" of your information under UK data protection law.
- Company: We Love Pets Ltd, registered in England and Wales, company number 08651911
- Registered office: The Wherry, Quay Street, Halesworth, Suffolk IP19 8ET
- ICO registration number: Z3561388
- Privacy questions: hello@welovepets.email, or write to us at the address above
Our Data Protection Officer can help with anything in this policy. Email hello@welovepets.email, or write to the Data Protection Officer at the address above.
2. What this policy covers
This policy explains how we handle your information when you use franchise.welovepets.care, or contact us about running a We Love Pets franchise. That includes downloading our Information Pack, booking a chat, messaging us on WhatsApp, applying for a territory, and reading our emails.
Each We Love Pets branch is run by an independent franchisee. When you book pet care or apply for work with a branch, that branch is responsible for your information, and the main site's privacy policy applies.
3. The information we collect
People only ever give us the first row.
We only ask for what we need at each stage.
|
When |
What we collect |
|---|---|
|
You request the Information Pack or fill in a form |
Name, email, phone number, the area you're interested in, and anything you choose to tell us about why you're looking |
|
You book an informal chat |
Your name, contact details, the time you chose, our notes from the conversation, and a recording of the call |
|
You message us on WhatsApp or web chat |
Your name, phone number and the messages you send |
|
You apply for a territory |
Your background and experience, your funding plans and finances, and identity, credit or background check results, if used. |
|
You use the website |
Your device, browser, approximate location, the pages you visit and how you arrived, collected through cookies (see section 11) |
|
You read our emails |
Whether you opened them and which links you clicked |
We don't ask for sensitive information, such as your health, religion or ethnicity. Please don't include it in a form or message.
4. How we use your information
The law requires us to have a "lawful basis" for each use. Ours are below.
| What we do | Lawful basis |
|---|---|
|
Send you the Information Pack and answer your questions |
Our legitimate interest in responding to people who contact us |
|
Follow up after a download or a chat, by phone or email |
Our legitimate interest in helping you decide whether a franchise suits you. You can ask us to stop at any time. |
|
Assess your application, discuss territories and funding, and prepare a franchise agreement |
Taking steps, at your request, before entering a contract with you |
|
Run checks on applicants |
Our legitimate interest in making sure a franchise is right for you and for our network |
|
Record calls for training and monitoring |
Our legitimate interest in training our team, maintaining the quality of our conversations and keeping an accurate record of what was discussed. You can ask us not to record your call. |
|
Send marketing emails and WhatsApp messages |
Your consent (see section 5) |
|
Measure how the website is used and improve it |
Your consent, given through the cookie banner |
|
Keep records and meet our legal and tax duties |
Legal obligation |
|
Defend or bring legal claims |
Our legitimate interest in protecting our business |
Where we rely on legitimate interests, we've weighed them against your rights. You can ask us how we did that.
We don't make decisions about you by automated means alone. A real person reviews every enquiry and application.
5. Marketing emails and WhatsApp
We'll only send you marketing emails or WhatsApp messages if you've agreed to them, usually by ticking a box on one of our forms. These are separate choices, so you can say yes to one and no to the other.
You can stop them at any time. Click "unsubscribe" in any email, reply STOP on WhatsApp, or email hello@welovepets.email. Stopping marketing won't affect any conversation you're already having with us about a franchise.
6. Who we share it with
We never sell your information. We only share it in these situations:
- Service providers who run things for us. HubSpot (website, forms, email and our contact records), Superchat (WhatsApp and web chat), Meta (WhatsApp itself), Google (website analytics) and Microsoft. They can only use your information on our instructions.
- Existing franchisees, with your agreement. If you ask to speak to a franchisee, we'll pass on your name and contact details so they can call you.
- Our funding partner, with your agreement. If you ask to be introduced about a Start Up Loan, we'll share your contact details and the information they need.
- The current owner of a branch for sale. If you're interested in a resale, we'll share enough for them to consider you, once you've agreed.
- Our professional advisers, such as solicitors and accountants, when we need their help.
- Our sister company, Novabright Training Limited, part of the Real Good Group with us, if you go on to train with us as a franchisee.
- Your local branch, if you tell us you're looking for pet care work rather than a franchise, so they can contact you.
- Anyone the law requires us to share it with, or anyone who buys our business, under the same protections.
7. International transfers
Some of our service providers store information outside the UK. These include HubSpot and Google in the United States, and Superchat in Germany. When that happens, we make sure your information is protected to UK standards. We use the UK–US Data Bridge where the provider is certified, or the UK government's approved contract terms where they aren't. Germany and the rest of the EU are already recognised as giving adequate protection. You can ask us for details of the safeguards.
8. How long we keep it
We keep information only as long as we need it, then delete it or make it anonymous.
| Information | How long |
|---|---|
|
Enquiries that don't go further |
2 years from our last contact with you |
|
Applications that don't go ahead |
12 months after the decision |
|
Franchisees' records |
The length of the franchise agreement, plus 6 years |
|
Chat messages |
2 years from the last message |
|
Call recordings |
2 years from the date of the call. If you become a franchisee, we keep them for the length of the franchise agreement, plus 6 years, in line with franchisees' records. |
|
Marketing preferences |
Until you unsubscribe. After that, we keep just enough to make sure we don't contact you again. |
|
Job-seeker enquiries |
Passed to the branch, then deleted from our records within 3 months |
9. Keeping it secure
Access to your information is limited to the people who need it. We only use providers that meet recognised security standards.
If something goes wrong that puts your information at risk, we'll tell you and the Information Commissioner's Office where the law requires it.
10. Your rights
You have the right to:
- ask for a copy of the information we hold about you
- ask us to correct anything that's wrong
- ask us to delete your information
- ask us to limit how we use it
- object to how we use it, including stopping marketing at any time
- ask for information you gave us in a format you can take elsewhere
- withdraw your consent, where we rely on it
To use any of these, email hello@welovepets.email. It's free, and we'll reply within one month. We may need to confirm your identity first.
If you're unhappy with how we've handled your information, please tell us first so we can put it right. You can also complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint or on 0303 123 1113.
11. Cookies, children and other websites
Cookies. We use cookies to make the site work and, if you agree, to understand how it's used. Our Cookie Policy explains them, and you can change your choice at any time through the cookie banner.
Children. This website is for adults thinking about running a business. We don't knowingly collect information from anyone under 18.
Other websites. Links to other sites, including the main We Love Pets site and social media, are covered by those sites' own privacy policies.
Changes to this policy. We'll update this page when anything changes, and change the date at the top. If a change affects you significantly, we'll tell you directly.
Questions about your information?
Our Data Protection Officer is happy to help. Email us and we'll reply within one month, usually much sooner.
