Privacy Policy – Pet Hub (Surrey, BC)

Last Updated: 27 November 2025

At Pet Hub, we are committed to protecting your privacy and safeguarding your personal information. This Privacy Policy outlines how we collect, use, store, and protect your information when you shop in-store, browse our website, or use our online order and pickup services.

By interacting with Pet Hub, you consent to the practices described in this Privacy Policy.

1. Information We Collect

We collect personal information only as needed to provide services, complete purchases, and improve customer experience.

A. Information You Provide Directly

• Full name
• Email address
• Phone number
• Billing information
• Payment details for online orders
• Pick-up order information
• Customer account details
• Return/receipt verification information

B. Automatically Collected Information

When using our website, we may automatically collect:

• IP address
• Browser type and device information
• Pages viewed and time spent
• Cookies and tracking data (non-sensitive)

We do not store complete credit card numbers or any financial credentials. All online payments are processed through secure third-party systems.

2. How We Use Your Information

We use personal information strictly for business operations and customer service, including:

• Processing in-store and online purchases
• Preparing online orders for pickup
• Verifying purchases and returns
• Maintaining accurate customer records
• Issuing refunds or store credits
• Sending order confirmations or account notifications
• Improving product selection and shopping experience
• Ensuring safety, security, and fraud prevention

We do not sell, rent, or trade your personal information with any external parties.

3. Online Ordering & Pickup

When ordering online:

• Full payment is required through a secure online payment gateway
• Your order details, contact information, and pickup confirmation are stored securely
• We track pickup statuses to manage inventory and customer service

Pet Hub is not responsible for issues caused by incorrect customer information provided during checkout.

4. Returns & Verification

To process returns or exchanges:

• We require the original receipt
• We may verify your identity to confirm the purchase
• Your return or store credit history may be stored under your customer account

This data helps us prevent fraud and maintain accurate transaction records.

5. How We Protect Your Information

We use security measures to protect your personal data, including:

• Encrypted payment gateways
• Secure servers and controlled access
• Staff training and confidentiality rules
• Routine systems monitoring

However, no online or electronic system can be guaranteed to be 100% secure. Pet Hub is not liable for unauthorized access, breaches, or incidents beyond our reasonable control.

6. Sharing Your Information

We may share information only with:

• Payment processors (for online transactions)
• Law enforcement, if required by law
• Service providers who support website functionality

All third-party partners must protect your information and use it only for the required purpose.

We do not share or sell customer data for marketing or advertising.

7. Cookies & Website Tracking

Our website may use cookies to:

• Improve user experience
• Personalize content
• Analyze website traffic

You can disable cookies in your browser settings, although some features may not function correctly.

We do not use cookies to store financial data or sensitive personal information.

8. Accessing or Updating Your Information

You may request:

• A copy of the personal information we hold
• Corrections to inaccurate information
• Removal of certain data (unless required by law to retain it)

To request access or updates, email us at: pethubsurrey@gmail.com

We may require proof of identity for security purposes.

9. Children's Privacy

Pet Hub does not knowingly collect personal information from children under 16. Parents or guardians who believe their child has provided information may contact us to request its deletion.

10. Links to External Websites

Our website may contain links to external websites (manufacturers, payment portals, etc.). We are not responsible for the privacy practices or content of third-party sites.

11. Changes to This Privacy Policy

We may update this Privacy Policy at any time. Changes will be posted with a revised "Last Updated" date. Continued use of our services indicates acceptance of these changes.

12. Contact Us

For questions or privacy concerns, contact us:

Pet Hub – Surrey, British Columbia
Email: pethubsurrey@gmail.com