Privacy Policy

We treat your data with the utmost respect and care. We always aim to be as transparent to our customers as possible and we treat your data the way we would expect our own personal data to be treated. You can find out about what information we store, how we process your data, your rights and other privacy related information in the following privacy policy. If you have any questions relating to your personal information, please contact one of our customer service representatives on 01392 824300 (Mon-Fri 9am to 5pm) or email GDPR@otterhouse.co.uk.

Who are we?
Otter House Ltd (Company Number: 2655839) is a small company that resides in city of Exeter situated in South West of England. Otter House Ltd is the Data Controller for this website and are registered with the Data Protection register under Registration Number Z6136350. Otter House Ltd Exebox, Matford Park Road Exeter Devon EX4 7DQ

What data do we hold?
We only hold the data that is necessary to fulfil our contract with you and make sure our service is the best it can be. To process any orders, we will need to hold your name, address, email address and telephone number on our systems. We store this data so that we can not only complete our contract with you to fulfil your order but also for fraud protection reasons and to be able to provide refunds etc.

When you visit our website, we track each browsing session and the various products you have visited. We do this for several reasons including gaining feedback on our products and services, as well as being able to provide a better service to you by recommending products and services we think you will like. We use this data to tailor our emails to you and make use of it through our other marketing channels if you have subscribed to our email list or any of those other channels.

We also use third party advertising on other websites using cookies which are stored on your computer. If you see an Otter House Ltd advert on another site, it will be because your computer received a cookie from our site. We do this, so you can see our latest deals and promotions.

You can read more about our cookie policy here:
https://www.otterhouse.co.uk/cookie-policy

We do not take, store or hold any credit or debit card information on this website.

We store your device type and IP address in our system logs for fraud protection reasons and to help identify any intrusions or Denial of Service attacks on our website. We do not use your IP address for any other reason and all logs are stored securely on our servers. These logs are deleted periodically.

Our website servers are hosted in the Germany.

Otter House Ltd’s Legitimate Interests:
If you are currently opted into our email marketing, then we will need to process your personal information (email address) in order to send you direct marketing. In order to do so we will need to process your personal data (email address) and believe you would reasonably expect us to use your personal data in order to do so. We believe that there would be a limited privacy impact as we would only be sending you emails relating to products on our site. We rely on the legitimate interest basis for processing in order to fulfil our direct marketing activities as it is of benefit to us to help grow our business and also of benefit to our customers as they can be kept up to date with new offers and products.

In order to fulfil your orders, we will need to process your personal information (name and address) and will use the legitimate interest basis for processing under GDPR to do so.

As stated previously, we use Google Analytics to track what pages are customers are browsing, for how long and what web pages they have come from. We rely on the legitimate interest basis under GDPR to process your personal data in relation to this as we use this information to help us improve our products and services on our website.

You can opt out of email marketing at any time by clicking the unsubscribe link on one of our marketing emails or you can contact our customer services team direct.

In order to take your payment and fulfil your order, we rely on the legitimate interest basis under GDPR to process your personal data. We need to collect personal information, including your payment details, your full name, delivery address and contact details.

Who do we share your data with?
For us to function as a business and provide you with the best possible customer service and experience, we work with a few other third parties (for example couriers). We also share some of your data with our customer support team and other staff members as required so they can support you in case of a problem with a purchase or product or to help fulfil our contract with you (for instance a warehouse picker/packer). We only share your data with third party companies to fulfil our services to you. We will never sell your data to any other company or third party.

Our website uses Google Analytics to track user interaction. We use this data to determine how many people are using our site, what they are viewing, when they are viewing it and how they are navigating through the site. We use this data as feedback to be able to improve our service and offerings to you and it helps us with making decisions on how our promotions are doing, server requirements in the future (capacity planning) etc. Google records data like your approximate location, internet browser, device and operating system however, none of this device is identifiable to us. Google analytics does record your IP address though this is not identifiable to us. Google makes use of cookies. You can control cookies using your browser settings (Please see here for more information: http://www.allaboutcookies.org/manage-cookies/).

We use a variety of other third-party companies who provide professional services to us and help us run our business. These companies help us with things like merchandising our site and internal search results of our website, marketing agencies, email service providers, advertising partners and other software partners (for example postcode lookup). We may use companies whose services are either based in the EEA (European Economic Area) or are located outside of the EEA but are under an equivalent and approved privacy scheme by the EU (for example the EU-US privacy shield see here for more information: https://www.privacyshield.gov/welcome).

Our current Data Processors are:
Google analytics: Our website like many others uses GA to track information about number of users, pages visited, length of browse time. We use this information to improve our sites and services.

Your Rights
Under the General Data Protection Regulations (GDPR) you have several new rights in relation to the data we store and hold about you:

- The right to see what information we have via a subject access request (please email GDPR@otterhouse.co.uk if you wish to see what data we hold on you or contact our customer services on 01392 824300)
- The right to be forgotten and have your data removed from our systems.
- The right to have your data rectified if it is incorrect.
- The right to be informed about the way we process and handle your data. You can read about how we process your data and handle it in this privacy policy.
- The right to data portability so you can reuse your personal data for your own purposes across different services.
- The right to opt out of automated decision making including profiling.
- The right to lodge a complaint with a supervisory authority You can read more about your rights and GDPR here at the information commissioner’s office https://ico.org.uk

Marketing:
If you do not wish to receive our marketing anymore, you can stop receiving marketing messages from us through
- Previous marketing emails we have sent you by clicking the unsubscribe link
- By contacting our customer services team

Data Retention
We keep order information for our own records and legal reasons. However, we will not keep this information longer than is necessary. If you do ask for your data to be erased, we may not be able to remove all of it due to ensuring we uphold our responsibilities to legal or regulatory requirements, fraud and abuse or to enforce our terms and conditions.

Changes to how we protect your privacy
Data protection and security is an ever-changing landscape. Our website will continually evolve with new service providers and mechanisms to provide our customers with a better service. Your data and privacy are of the utmost importance to us. We will always ensure your data is protected when implementing new services and will update this privacy policy as and when new things become live. We will email you when significant changes our made to our site. If you are not on our marketing list, we will be unable to do so.

How to contact us
We always want to hear from our customers (especially if you feel we’ve let you down or could do better).

If you:
• Have any questions or feedback about this notice
• Would like us to stop using your information
• Want to exercise any of your rights as set out above, or have a complaint

Please don’t hesitate to contact our Customer Care team, who will be happy to answer any questions you may have.

You can contact our privacy team by dropping emailing us at GDPR@otterhouse.co.uk or else through our customer care team on 01392 824300 (Mon-Fri 9am to 5pm)

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