zooplus SE (hereafter: zooplus), Herzog-Wilhelm-Strasse 18, D-80331 Munich, Germany is responsible for the processing of personal data on this website. Further information can be found here.

You can get in touch with our Data Protection Officer, Dr Philipp Herrmann, through our Privacy Portal:

- I have a zooplus customer account

- I do not have a zooplus customer account

When you visit the zooplus website your web browser sends various data to our servers. This serves only to optimise the technology, configuration and stability of our website as well as the system security. We gather log file data, including IP addresses.

Yes, various cookies are used on our website. Detailed information on how they work, how you can delete these cookies or how you can prevent them from being stored can be found in the data protection information and in the Preference Centre.

Yes, we work with various providers to design and optimise our website and our offers in line with our requirements. Detailed information about these service providers, how the analysis tools work and how you can switch off these tools can be found in the Preference Centre.

Yes, we work with service providers who can display user and interest-related advertising for us or our advertising partners, with the help of cookies and advertising IDs. Detailed information about these service providers, how the advertising tools work and how you can switch them off can also be found in the Preference Centre.

No. We do not pass on your data to unauthorised third parties. Furthermore, we guarantee to have the necessary contractual agreements with all external providers.

If you have any questions about data protection, please contact zooplus Customer Services or our Data Protection Officer. We look forward to receiving your queries through our Privacy Portal:

- I have a zooplus customer account

- I do not have a zooplus customer account

Here is a brief overview of your options. You can find more information in our privacy policy.

a. Cookies, custom audiences and similar technologies – go to the Preference Centre in our app or website. We cannot manage your preferences as they are device specific.

b. Push notifications (app only) - depending on your mobile device, you can change your settings directly in the app or in your system settings. We cannot manage your settings as they are device-specific settings.

c. Email - you can click on the unsubscribe link in an email at any time to withdraw or opt-out. If you have an account with us, you can also change your newsletter preferences in your account. If you only wish to receive emails regarding your orders and your zooplus account, you can contact us at zooplus Customer Services at any time.

d. Postal mail- if you do not wish to receive postal advertising, you can contact us at zooplus Customer Services at any time.

Other - If you wish to withdraw other consent, delete your data or object to processing, you can contact us at zooplus Customer Services at any time or visit our Privacy Portal:

- I have a zooplus customer account

- I do not have a zooplus customer account

1.1 This Privacy Statement includes information referred to in the General Data Protection Regulation (GDPR) Article 13 about data processing in the context of visiting our website and using the shop accessible via this website.

1.2 Information on the type and purpose of data processing in connection with the use of our contact functions on the website (customer care), our community services, the job application platform and our social media presence can be found separately in the corresponding portal or when using the respective application.

1.3 In as much as we link to other pages, we have neither influence nor control over the linked content nor the respective data protection regulations. We recommend that you check the privacy policies on the linked web pages to determine whether and to what extent personal data is collected, processed, used and made accessible to third parties.

1.4 The full text of the General Data Protection Regulation (GDPR) along with further definitions and terms can be found here.

2.1 All personal data that we collect and process via the website and our shop is stored and secured both on local servers in Germany and at Amazon Web Services EMEA SARL (AWS), a specialised cloud provider. Due to its technical and organisation measures, AWS is able to guarantee the greatest possible protection of your customer and user data against loss and unauthorised access. Should it be necessary within this context to transfer your data outside the EU/EEA, it will only be done on the basis of a valid adequacy decision or concluded standard contractual clauses.

2.2 The purpose of this data processing is the hosting of our web servers and databases as well as the data protection (backup) on the basis of corresponding order processing contracts.

3.1 zooplus has many branches and subsidiaries in Europe. zooplus SE, headquartered in Munich, Germany is solely responsible for data protection as well as complying and guaranteeing the technical and organisational measures necessary to protect your personal data.

3.2 In order to ensure group-wide process control and customer service, the data will also be made available to other branches and subsidiaries, whereby this will done based on the corresponding contract for order process (GDPR Article 28) and these companies are obliged to process the personal data only in accordance with the instructions and under the responsibility of zooplus. These companies do not store this data locally. 

3.3 zooplus also processes data in so-called joint responsibility with bitiba GmbH. The basis for this is a comprehensive contact in accordance with GDPR Article 26, which regulates the respective accountabilities and responsibilities of the two companies. Further details may be obtained from zooplus Customer Services or from our Data Protection Officer.

We work together with various IT service providers who maintain our IT infrastructure and continually develop it further (in terms of security). If and insofar as these service providers have access to personal data in the course of these activities, this is always done under the supervision of zooplus and it is guaranteed that no personal data is stored outside of zooplus. Should it be necessary to transfer your data outside the EU/EEA in this context, this will only be done on the basis of a valid adequacy decision or concluded standard contractual clauses.

Legal basis: GDPR Article 6, (1) (f).

 Should you choose to exercise your data protection rights, we will process your data separately from other processing activities in order to process and fulfil your request.

For the purpose of identity verification, we need your first and last name, address, email address and your order data.

For the purpose of fulfilment: In order to process your verified request, we will need to process the data relating to you that is included in the request.

Legal basis: GDPR Article 6, (1) (c).

We will transfer the above-mentioned data to our technology service provider Onetrust Technology Limited based on a corresponding contract for commissioned processing (GDPR Article 28).

Should it be necessary within this context to transfer your data outside the EU/EEA, it will only be done on the basis of a valid adequacy decision or concluded standard contractual clauses.

Regardless of any existing customer or order data, we will store any data related to your request separately for the purpose of fulfilling your rights as the data subject, and to ensure documentation and verification obligations (GDPR Article 5 (2)). The storage period is dependent on the relevant legal requirements.

zooplus sometimes receives requests from national and international authorities (e.g. police, public prosecutors and customs authorities) and courts in connection with (among other things) information about personal data. All of these data protection requests are always critically examined by us. The requests of these authorities and courts are only complied with if there is a corresponding legal basis (e.g. in the case of legal obligations, Art. 6 (1) c) GDPR) or if there is a legitimate interest that outweighs the interest or fundamental rights and freedoms of the data subject.

Legal basis: GDPR Article 6 (1) (c), GDPR Article 6 (1) (f)

When processing such requests, we transmit the data to the above-mentioned technology service provider Onetrust Technology Limited. For further information, please refer to Section A, point 5 above.

For technical reasons, when you call up the zooplus website, zooplus gathers so-called access da-ta, which includes the IP address, and stores it in a log file. This log file also stores the name of the web page you accessed, the file accessed, the date and time of access, the amount of data transferred, a notification of successful access, the browser type and version, the operating system, the so-called referrer URL (the previously visited page) as well as the requesting provider.

Legal basis: GDPR Article 6, (1) (f).

We do not pass this data onto third parties. The log files are automatically deleted two (2) months after collection. Prior to that the IP is anonymised and stored only for administrative / technical and security-related purposes. The collect of data is only necessary for the technical operation of the website.

 In addition to the log files, so-called cookies and similar technologies (e.g. pixels) are used when you visit our website and use the services that can be accessed via it. Additional legal regulations may apply here that do not require a personal reference, but are based, for example, on access to data from end devices (in Germany, for example, the Telecommunications Digital Data Protection Act TDDDG applies here). Details on the cookies and technologies used when using our website, duration of storage and information on how you can delete the data collected can be found in the Preference Centre. Please note that a general deactivation of cookies can lead to functional restrictions of our website.

We differentiate between the following types of cookies:

2.1 Necessary (technical) Cookies

Certain cookies are necessary for the functioning of the website and cannot be deactivated in your system. Please refer to the Preference Centre for more information.

Legal basis: GDPR Article 6, (1) (f).

2.2 Performance Cookies

These cookies enable us to evaluate the call ups and visits to our website shops in order to measure and improve the performance of our website. All information collected by these cookies is aggregated and therefore anonymous.

Legal basis: GDPR Article 6, (1) (a).

2.3 Functional Cookies

With these cookies we are able to provide extended functionalities and personalisation options. They can be set by us or by third parties whose services we use on our pages. You can also find further information here in the Preference Centre.

Legal basis: GDPR Article 6, (1) (a).

2.4 Targeting Marketing Cookies

These cookies can be set via our website by our advertising partners. They may be used by these companies to profile your interests and show you relevant ads on other websites. They do not store personal information directly, but are based on a unique identification of your browser and Internet device. Please refer to the Preference Centre for more information.

Legal basis: GDPR Article 6, (1) (a).

2.5 External advertising partners - Customer List

We use special mechanisms to address our users and customers with advertising. Existing profiles of our advertising partners are matched using (hashed) email addresses (so-called customer lists), which enables a targeted approach using interest-based adverts. 

Legal basis: GDPR Article 6, (1) (a).

Google: https://business.safety.google/privacy/

Plugins are used on our websites. They are normally used to interact with other services or websites (plugin providers). We use the so-called “Shariff” solution (Shariff Wrapper), with which you yourself can determine whether and when data is transmitted to the operators of the respective networks. Only when you click on the relevant consent button will your browser establish a connection to the servers of the respective network.

Please note that zooplus is only responsible for collecting the IP address using the plugin. The provider is responsible for subsequent processing including data protection and duration of data storage.

Legal basis: GDPR Article 6, (1) (a).

In addition to the IP address collected by us, the plug-in provider may use available personal data for advertising purposes (also for third parties), market research and / or the needs-based design of its own website and to inform other users of the respective network about your activities on our website. The provider also acts as the controller for data protection. We have no knowledge of the extent to which the provider uses the data obtained once you have clicked on the relevant consent button. Further information about the purpose and scope of data processing by the plugin provider and information about exercising your rights (e.g. disclosure and objection) can be found in the data protection information linked below.

Go to the following providers for more details about plugins and information about data protection:

Facebook

Instagram

Pinterest

Twitter

YouTube

We use captcha services on our website to protect our store from spam and misuse by automated requests and bots. The service checks whether the website visitor is a human being.

The captcha services used are executed as an invisible captcha on our pages and process your IP ad-dress for correct execution. After verification, your IP address is anonymized.

Where necessary, corresponding order processing contracts have been concluded with these service providers.

Legal basis: GDPR Article 6, (1) (f).

When you create a user (customer) account with your first order we collect the following data:

• Registration data (e.g. first and last name, address, email address); login data (email address, password; customer data (invoice address, delivery address); connection data (IP address).

You also have the option of creating a user account within our app and selected other community services independently of the ordering process. In this case, we also process

• Registration data (first and last name, email address, password), connection data (IP address).

This data is processed in order to provide you with access to your user account (my zooplus). The login details verify your customer account so that you can check your orders, manage your data settings, including delivery, payment and newsletter preferences and view your order history. You can also access your zooPoints loyalty account.

Legal basis: GDPR Article 6, (1) (b).

This data is never passed on to unauthorised third parties. We store this data for the duration of the existence of your customer account (my zooplus), unless you request that we delete it beforehand and that there are no other legal storage obligations. The provision of the above-mentioned personal data is a contractual obligation otherwise you would not be able to use or manage your account. 

We process payment, processing and delivery data in connection with an order:

• Customer data (e.g. first and last name, email address, invoice address, delivery address, phone number, customer ID); connection data (IP address); payment data (e.g. payment information).

We process the data within the framework of an order in order to be able to record and process your order with the help of the data provided, to adapt the product selection according to your preferences and preferences and to make appropriate recommendations

Legal basis: GDPR Article 6, (1) (b).

Your data will not be passed on to unauthorised third parties. We share details of your delivery address, email address and phone number - if applicable - to the logistics and shipping companies commissioned by us (see Logistics & Shipping) solely on the basis of contracts relating to order processing and only insofar as it is necessary for the contractual provision of the services. We store the data collected while executing the contract only for the duration of the contractual relationship, unless you request that we delete it beforehand, but at least until the statutory warranty claim expires. After expiry of these deadlines we retain the information of contractual relationship required by commercial and tax law for the legally determined period.

2.1 Logistics & Shipping

In order for the customer to receive information about the shipping status, zooplus sends the respective delivery company the email address and - if specified - and/or needed - the phone number provided. This allows you to find out about the delivery status from both zooplus and our shipping partners. zooplus respects the interest of its customers as well as its own. Delivery companies are obliged to protect your personal data and can use this data solely for shipping and dispatch purposes. You can find details about our logistics and shipping partners here.

Legal basis: GDPR Article 6, (1) (f).

2.2 Payment

 Depending on your selected payment method, the necessary payment data is transferred to the corresponding payment service provider. For credit card payments in particular, we use PCI-DSS certified and specialized service providers.

Where necessary, order processing contracts have been concluded with the payment service providers. The following applies in all other cases:

Legal basis: GDPR Article 6, (1) (b).

Details of the providers with whom we work and who act as so-called contract processors and in some cases as companies responsible for data protection can be obtained at any time by contacting zooplus Customer Services or from our Data Protection Officer. We store this data for the duration of the existence of your customer account (my zooplus), unless you request that we delete it beforehand and that there are no other legal storage obligations. The provision of the above-mentioned personal data is a contractual obligation otherwise you would not be able to use or manage your account.

Please contact the relevant provider in regard to the duration of the respective data storage.

2.3 Credit Checks

zooplus permits its customers to purchase goods using various payment methods. zooplus is entitled to use the information given in the order to calculate the payment default probability (internal scoring). The data used for internal scoring is taken from a combination of the following data categories:

• Address data (invoice address, delivery address), age, desired payment terms, ordering method and product groups.

In addition, zooplus is entitled to obtain credit information about the customer from external credit agency when the customer selects payment methods purchase on account or direct debit. In order to do this, we process the following data:

• Customer data (first and last name, email address, address, invoice address, delivery address, customer ID).

For details of these providers please contact zooplus Customer Services or our Data Protection Officer.

Legal basis: GDPR Article 6, (1) (f).

2.4 Fraud Prevention

zooplus uses information about atypical ordering processes (e.g. simultaneous ordering of large amounts of goods using different customer accounts registered at the same address), to help avoid payment defaults and to protect our customers from misuse of their accounts or their identities. The risk assessment of the likelihood of attempted fraud also takes into account whether the end device has dialled in via different service providers, whether the end device has a frequently changing geo-reference, how many transactions have been made via the end device and whether a proxy connection is used.

The following data is processed:

• Customer data (first and last name, email address); invoice data (invoice address, delivery address, payment information), customer ID; connection data (IP address, browser information)
  

zooplus is legally obliged to secure customer authentication (3DS2) as part of the payment process, which also includes the encrypted transmission of the payment information to the banks concerned.

Legal basis: GDPR Article 6, (1) (c).

zooplus works with various credit agencies and providers within the framework of fraud prevention. Details of the providers responsible for the extent and duration of data storage can be obtained from zooplus Customer Services or from our Data Protection Officer. 

Under European Union legislation, zooplus is obliged to prevent the supply of goods to persons on so-called sanctions lists (terrorist groups, organisations and individuals). For this purpose, the names and invoice addresses are compared with the sanctions lists. An identification document requested by you in this context (e.g. passport or identity card) will be processed exclusively for the fulfillment of our legal obligation. No data processing beyond the initial query is carried out.

Legal basis: GDPR Article 6, (1) (c).

The zooPoints programme is a loyalty programme where registered customers can earn loyalty points based on their purchases. The zooPoints programme is an integral part of the contractual relationship between the customer and zooplus. zooPoints can be redeemed in the zooPoints reward shop. We only process the following data:

• Customer data (email address; customer number, order history)

We process this data exclusively to give you access to the zooPoints loyalty programme. The data is not linked to any other data or stored in a separate profile. After registering, the customer receives information about the zooPoints programme and is subsequently informed by email about the status and expiry of their zooPoints.

This data is not shared with unauthorised third parties. We store this data for the duration of the existence of your customer account (my zooplus). If you do not wish to receive email notifications about the status of your zooPoints please let us know via the above-mentioned contact details. 

We collect information in connection with the use of "my zooplus" and your orders so that we can learn about your product favourites and preferences. This is to make your shopping experience more pleasant and enjoyable. You can adjust the data processing settings yourself via "my zooplus account". We only process the following data:

• Customer number, order history, preferred delivery service, preferred payment method

Legal basis: GDPR Article 6, (1) (f).

This data is never passed on to unauthorised third parties. We store this data for the duration of the existence of your customer account (my zooplus), unless you request that we delete it beforehand. The provision of the above-mentioned personal data is not a contractual or legal obligation.

We want to provide you with an optimal shopping experience when using our online shop and show them personalised offers including special offers, based on previous purchases and product research. For this purpose, we internally process the customer number, product searched for or purchased, each shopping cart and the order history to analyse the buying and user behaviour. The results of this analysis have no legal consequences or negative effects for you. You have the right to object to associated profile formation at any time.

Legal basis: GDPR Article 6, (1) (f).

6.1 zooplus Savings Plan

As part of the zooplus Savings Plan, we evaluate your purchase history and product preferences in our online shop. Depending on the number and volume of your orders, you may be offered the purchase of the so-called zooplus savings plan which permits you to receive special discounts.

6.2 zooplus Product Recommendation

By evaluating data gathered from your "my zooplus account" and the purchases you make, we are able to prioritise which products are shown to you according to your preferences, favourites, and them make appropriate recommendations. This information is used only to improve our range of services to enhance the customer's shopping experience.

We use Google Customer Review software on our websites for the purposes of customer reviews and internal quality management. We want to provide our customers with the opportunity to evaluate their purchases once they have received them. Google does not get any customer data from our database. Only order numbers, customer number and email address are transmitted.

Legal basis: GDPR Article 6, (1) (a).

You have the option to create a profile for your pets in your "my zooplus account". The data will be used for profiling, personalisation and advertising purposes in any channels for which zooplus has your documented consent, pursuant to GDPR Article 6 (1) (a), unless you have withdrawn your consent pursuant to GDPR Article 6 (1) (f). You can withdraw your consent to the use of your personal data at any time by changing the settings in your pet profile.

Legal basis: GDPR Article 6 (1) (a).

You have the option to create a wish list with products you are interested in. We store this data and products in your customer account when you are logged in. The data is used exclusively to create your wish list so you can look at it whenever you want to.

Legal basis: GDPR Article 6 (1) (b). 

All customers and guests have the opportunity to voluntarily rate products on our website with stars and to leave a written product review. In this case, we process the following personal data:

• Your name, your email address and the content

You can decide for yourself whether your name can be displayed with the rating on the website. Your review will not be assigned to your customer account. In this context, your email address will only be used to clarify any queries regarding the rating.

Legal basis: GDPR Article 6 (1) (a).

A submitted rating can be deleted at any time by sending an email to our zooplus Customer Service. Further information can be found in our terms of use for product reviews.

When you register for our email newsletter, we only process your email address. The data will only be used to send you information about zooplus products and promotions at regular intervals, depending on your selected areas of interest.

Legal basis: GDPR Article 6, (1) (a).

When you receive the newsletter, we use so-called web beacons or tracking pixels, which can help us to determine whether you have received or opened the newsletter and if you have clicked on links within the newsletter. With the data obtained, we create a user profile to tailor the newsletter to your individual interests. We may use tracking to link this data to actions you have taken on our website.

Legal basis: GDPR Article 6, (1) (a).

We do not pass on the personal data you provide when registering for the newsletter to unauthorised third parties. However, the newsletter tool is provided by an external provider, which is why we have concluded a contract for the processing of data with this provider.

If you have also set up a zooplus customer account with the same email address in addition to the newsletter, the newsletter will be personalized in accordance with your consent and you will be addressed in the newsletter with your latest stored first and last name.

Legal basis: GDPR Article 6, (1) (a).

Details of the providers can be obtained from zooplus Customer Services or from our Data Protection Officer. You can object to the receipt of newsletters, at any time, including the processing of your aforementioned data by contacting zooplus Customer Services. The legality of the processing based on the consent until your revocation remains unaffected. Furthermore, if you do not wish an automated evaluation and analysis of your user behaviour in connection with the newsletter, you must unsubscribe from the newsletter service. Until then, the data will be stored for as long as you have subscribed to the newsletter. After cancellation we store the data anonymously, only for statistical purposes only. The provision of personal data is not required by law or contract. However, it is not possible to send or receive the newsletter without providing the email address.

On our website, you are given the opportunity to participate in the Custom Audience or Audience Match marketing programs. This enables us to contact you via the relevant social media and networks, better understand your product preferences and, if necessary, display interest-based advertising. This requires your consent via our consent banner. If your email address has already been collected in another cookie, it will be sent hashed via an automated connection (conversion API) in real time to our (social media) advertising partners for comparison. If you do not have an account with the advertising partners that matches the e-mail address, the entry will be deleted immediately.

The necessary data protection contracts have been concluded with the advertising partners.

Legal basis: GDPR Art. 6 (1) lit. a).

More information also under section B 2.5.

You can choose to be notified by email about the availability of certain products. If you request a reminder, we will send you information when the product you want is back in stock. If the requested product is still not available after a few weeks, we will inform you and, if applicable, offer suitable product recommendations or vouchers.

Legal basis: GDPR Article 6, (1) (a).

We do not pass the data on to third parties. We automatically delete your email address from the respective product availability mailing list after 95 days.

In as much as it is permitted by law and provided that you have concluded a contract with zooplus and provided your email address, zooplus has the right to use your email address for direct advertising for its own similar goods or services. You can to object to the use of this email address at any time, without incurring any costs other than the basic rate transmission costs, by contacting zooplus Customer Services. 

In as much as it is permitted by law and unless the recipient has objected to receipt, zooplus may send you postal advertising. For the purpose of printing and sending these advertising materials, we work together with service providers as contract processors. Your right to object at any time to the use of your address for advertising purposes at any time shall remain unaffected.