Privacy Notice

This privacy notice explains how we use any personal information we collect about you when you contact us by phone, email, social media, letter, attend any of our events or when you use any of our websites listed below:


We take your privacy seriously and are committed to protecting your personal information. We aim to be clear and open about our data and security practices.

Where we ask you to provide us with any information by which you can be identified, you can be assured that it will only be used in accordance with this privacy statement, and in line with the General Data Protection Regulation (GDPR) 2018.

We will comply with the GDPR. The GDPR states that the personal data We hold about You must be:

  • Used lawfully, fairly and in a transparent way.
  • Collected only for valid purposes that We have clearly explained to You and not used in any way that is incompatible with those purposes.
  • Relevant to the purposes We have told You about and limited only to those purposes.
  • Accurate and kept up to date.
  • Kept only as long as necessary for the purposes We have told You about.
  • Kept securely.

What information do we collect about you?

We collect information about you when you fill in an online form to:

  • Register your interest in becoming a volunteer
  • Contact us
  • Make a referral to us
  • Place orders for products or services
  • Donate
  • Complete surveys or provide feedback
  • Register your interest in hearing more from us

This information may include:

  • Name
  • Contact details including email address and telephone number
  • Demographic information such as postcode and interests
  • Payment details, if you are buying from our online shop
  • The answers you provide to questions on our contact forms

When you contact us by email, letter, social media, or on the phone, we may also record this information on our customer relationship management system to help us process your request efficiently.

How do we use your information?

We collect information about you so that we can answer your correspondence with us, provide a service to you, process your order or fulfil any contract we have with you.

We also use your information to help us develop products and services that you need, and where we have a lawful basis and permission to contact you, we may use it to help us send you relevant and timely information about the help and support that we offer.

Where do we store your information?

Online forms

The forms on our website are built using a platform hosted inside the European Economic Area (EEA). The information you provide to us is initially stored on secure servers inside the European Economic Area (EEA). The contract we have with this provider ensures their practices comply with the EU’s General Data Protection Regulation 2018 and we regularly delete data from this system.

In the longer term your data is stored in our customer relationship management system, which is hosted on a secure server in the EU.

Your data will be processed by staff operating in the UK. This includes staff engaged in, among other things, the fulfilment of your order, the processing of your payment details and the provision of support services. By submitting your personal data, you agree to this transfer, storing or processing.

Website accounts

If you are a registered user of our website(s), the personal data within your account(s) is stored in secure web servers based in the EU.

You are responsible for keeping your website account password(s) confidential. We ask you not to share your password with anyone for your own security.

Security and encryption

We take great care to ensure that our websites operate at the highest security levels and that our suppliers are committed to best practice in digital security. All personal information and financial data is encrypted in transmission. However, the security of data transmission via the internet can never be 100% guaranteed, and data transmission is at your own risk.

How long do we keep your information?

We do not keep your information for longer than necessary. We keep financial information for seven years due to legal requirements, and we delete all other personal information from our customer relationship management system if we have had no contact with you for three years.


If you have opted-in to receive our newsletter we will send this to you. You have a right to stop us from sending this to you and each edition contains an unsubscribe link. You can also contact us at any time to request that we stop sending you this.

Access to your information

You have the right to request a copy of the information that we hold about you. If you would like a copy of some, or all of your personal information, you can:


Write to Refuge4Pets, PO Box 160, Liskeard, Cornwall PL14 9DR

We will not charge you for this service unless the request is ‘manifestly unfounded or excessive or repetitive’.

Keeping your information up to date

We want to make sure that any personal information we hold about you is accurate and up to date. Please contact us to correct, or remove information you think is inaccurate.

Sharing your information with other organisations

Refuge4Pets will not sell your information to any third party. We may share your information with third parties where we have legal duty to do so, or to provide you with a service you have asked for. For example, we use a third party supplier to dispatch purchases from our online shop and we use secure third party partners to process financial transactions.

We have contracts in place with all third party suppliers to ensure they are obligated to treat our customers’ personal data in compliance with the General Data Protection Regulation 2018.

Other websites

Our websites and social media contain links to other websites not run by Refuge4Pets. This privacy policy only applies to Refuge4Pets websites and social media so when you link to other websites you should read their own privacy policies.

Changes to our privacy policy

We keep our privacy policy under regular review and we will place any updates on this web page. This privacy policy was last updated on 27th June 2020.

Your rights

Data protection regulations give you clear rights over how your data is used by us. You can find out more details about your rights by visiting the Information Commissioner’s Office website’s section on individual rights.

You also have the right to report concerns, or complain about our handling of your data to the Information Commissioner’s Office. Details of how to do this can be found on their website.

Who we are and how to contact us

Refuge4Pets is a registered Charity in England and Wales. Charity Registration No. 1174331).

If you have any questions about this privacy notice or the information we hold about you, you can:


Call 0300 4000 121

Write to Refuge4Pets, PO Box 160, Liskeard, Cornwall PL14 9DR