Privacy Policy

Omlet respects your right to privacy. This Privacy Policy explains in detail the types of personal information we may collect about you when you interact with us. It also explains how we will store and handle that personal information, how we keep it safe, how you can exercise your privacy rights and how we combine data. If you have any questions or concerns about our use of your personal information, then please contact us using the contact details provided in the section of this Privacy Policy headed "How to contact us" below.

What is Omlet?

Omlet is a leading online pet products and services designer and retailer. The terms "we", "us" or "our" in this Privacy Policy refers to Omlet Limited, Omlet Inc and Omlet PTY (“Omlet”).

When do we collect personal information?

We collect your personal information in a number of instances, including when you:

Make an online purchase and check out as a guest (in which case we collect transaction-based data);
Create an account with us;
Become an Omlet Ambassador;
Join the Omlet forum;
Book any kind of appointment with us or book to attend an event, for example a chicken keeping course or a call with an Omlet Omlet Ambassador;
Visit any of our Websites, and use your account to buy products and services, or redeem vouchers from Omlet on the phone or online;
Purchase a product or service by phone but don’t have (or don’t use) an account;
Engage with us on social media;
Contact us by any means with questions about a product or to raise a complaint;
Ask one of our colleagues to email you information about a product or service;
Enter prize draws or competitions;
When you register for an online event with Omlet through our signup page (this may include phone number for SMS messaging to send you relevant reminders closer to the time of the live online event)
Comment on or review our products and services. Any individual may access personal information related to them, including opinions. So if your comment or review includes information about the colleague who provided that service, it may be passed on to them if requested;
Fill in any forms on our websites including uploading images and videos.
Have given a third party permission to share the personal information they hold about you with us;
Phone us or we phone you, we may record phone conversations for record or training purposes; and/or

We also collect your personal information when 3rd party companies we work with – e.g. Amazon – share information with us about the product or service you have purchased.

What personal information do we collect and why?

Information that you provide voluntarily

When you make a purchase online, sign up to any service, create an account, book an appointment, enter a prize draw/competition, you will be asked for some essential information including your title, first name, surname, postal address, email address, telephone and, if applicable, payment information. These are collected to help us:

Process your online orders including sending order confirmation and delivery information via email or text message, or process payments due to us;
Contact you about your order, account or credit status where required;
Deliver safe and secure shopping by helping to prevent and detect fraud – to do this, we may need to disclose information to assist legal or debt recovery processes;
Understand your needs and listen to your feedback via market research/shopping analysis, customer polls and surveys;
Manage and process any subscriptions;
Enhance your Omlet experience by delivering personally tailored retail offers;
Send you marketing and promotional offers and to manage your marketing preferences if you elect to receive marketing and promotional offers from us;
Speed up your form filling processes if you've registered online;
Respond to any issues or queries via the customer service adviser teams;
Conduct analytics to understand how our services are used and to improve your customer experience; and/or
Notify you about changes to our service.

When you use our Websites as a registered or guest user, we also collect your email address and may contact you to let you know if you abandon a purchase part way through the process and have unpurchased items in your basket.

Information that we collect automatically

When you visit our Websites we may collect certain information automatically from your device. In some countries, including countries in the European Economic Area, this information may be considered personal information under applicable data protection laws.

Specifically, the information we collect automatically may include information like your IP address, device type, operating system, unique device identification numbers, browser-type, broad geographic location (e.g. country or city-level location) and other technical information. We may also collect information about how your device has interacted with our Websites, including the pages accessed and links clicked.

Collecting this information enables us to better understand the visitors who come to and use our Websites. We may look at where they come from, what content was of interest to them, what they have viewed or looked at and in some instances what they have purchased. We use this information for internal analytics purposes, to improve the quality and relevance of our Websites to our users.

We will deliver personally tailored retail offers (both on the website and through triggered email, SMS and direct mail (but only where you have agreed to these channels)).

Some of this information may be collected using cookies, tracking pixels and similar tracking technology, as explained further under the heading “Cookies and similar tracking technology” below.

Information that we obtain from third party sources

From time to time, we may receive personal information about you from third party sources, but only where we have checked that these third parties either have your consent or are otherwise legally permitted or required to disclose your personal information to us.

If you have any questions about the third parties we obtain personal information from, please contact us using the contact details provided under the “How to contact us” heading below.

Enhancing our data

Where we have obtained your personal information from various sources (including personal information we have lawfully obtained from third parties) we may combine this information in certain circumstances in order to enhance our understanding of your requirements and preferences in relation to our products and services. This is necessary for the purposes of our legitimate interests to ensure that we provide you the most appropriate offers for products and services and to personalise your Omlet experience.

Conducting analytics

We will use the personal information we hold about you (as well as pseudonymised or anonymised information generated from your personal information) to carry out analysis and research. We carry out all such analysis and research on the basis that it is necessary for the purposes of our legitimate interests in understanding our customers and ensuring that our products and services meet the needs of our customers. We undertake data analytics, whereby we combine information we hold on a large scale, in order to:

Learn more about our customers and their preferences;
To identify patterns and trends amongst our customers;
Enhance user experience on our Websites;
Provide information, content and offerings tailored to our customers' needs;
For general research and statistical purposes;
For aggregated reporting purposes within Omlet;
To help us develop new products and services;
To monitor performance of our products and services;
To be able to send you personalised marketing messages; and
To display online advertisements to you.

We will use your personal information (including by anonymising and aggregating it with other customers' personal information) for sales, supply chain and financial analysis purposes, to determine how we are performing and where improvements can be made. This is necessary for the purposes of our legitimate interests in understanding how our business is performing, and considering how to improve our performance.

Who do we share your personal information with?

We may disclose your personal information to the following categories of recipients:

to our third party service providers. Examples of the kind of third parties we work with are:
IT companies who support our Websites and other business systems;
Operational companies such as delivery couriers;
Data insight and data analysis companies (to provide us with tools to analyse the data which we hold);
Customer review companies (so you can leave feedback and we can improve our service to you); and/or
Competition or prize-draw partners.
to any competent law enforcement body, regulatory, government agency, court or other third party where we believe disclosure is necessary (i) as a matter of applicable law or regulation, (ii) to exercise, establish or defend our legal rights or apply our Terms and Conditions, or (iii) to protect your vital interests or those of any other person;
to a potential buyer (and its agents and advisers) in connection with any proposed purchase, merger or acquisition of any part of our business, provided that we inform the buyer it must use your personal information only for the purposes disclosed in this Privacy Policy;
to any other person with your consent to the disclosure.

Where we share your personal information with third party service providers and partners we apply a policy to ensure your personal information is safe and in order to protect your privacy. Our policy requires:

We provide only the information they need to perform their specific services.
They may only use your data for the purposes we specify in our contract with them.
We work closely with them to ensure that your privacy is respected and protected at all times.
If we stop using their services, any of your personal information held by them will either be deleted or rendered anonymous (subject to applicable law).

If you have any questions about the third parties we share your personal information with, please contact us using the contact details provided under the “How to contact us” heading below.

Third parties (such as Google, Bing, Yahoo Facebook, Instagram, Twitter, Pinterest) may serve cookies on your computer or mobile device to serve advertising through the Websites. These companies may use information about your visits to this and other websites in order to provide relevant advertisements about goods and services that you may be interested in. They may also employ technology that is used to measure the effectiveness of advertisements. This can be accomplished by them using cookies or web beacons to collect information about your visits to this and other sites in order to provide relevant advertisements about goods and services of potential interest to you. The information collected through this process does not enable us or them to identify your name, contact details or other personally identifying details unless you choose to provide these (based on your marketing consent or acceptance of cookies). Please see “Cookies and similar tracking technology” below for more information.

Legal basis for processing personal information

Our legal basis for collecting and using the personal information described above will depend on the personal information concerned and the specific context in which we collect it.

However, we will normally collect personal information from you only (i) where we need the personal information to perform a contract with you, (ii) where the processing is in our legitimate interests and not overridden by your data protection interests or fundamental rights and freedoms, or (iii) where we have your consent to do so. In some cases, we may also have a legal obligation to collect personal information from you or may otherwise need the personal information to protect your vital interests or those of another person.

If we ask you to provide personal information to comply with a legal requirement or to perform a contract with you, we will make this clear at the relevant time and advise you whether the provision of your personal information is mandatory or not (as well as of the possible consequences if you do not provide your personal information).

Similarly, if we collect and use your personal information in reliance on our legitimate interests (or those of any third party), we will make clear to you at the relevant time what those legitimate interests are.

If you have questions about or need further information concerning the legal basis on which we collect and use your personal information, please contact us using the contact details provided under the “How to contact us” heading below.

Cookies and similar tracking technology

We use cookies and similar tracking technology (collectively, “Cookies”) to collect and use personal information about you. Cookies are a tiny text file that your computer stores when you visit a web page. If you’re ordering goods from any of Omlet’s websites you need to have your cookies enabled so that we can remember what you have in your basket.

If your cookies are disabled, You should read the help information within your browser to see how you can reactivate them. Of course, even without cookies enabled you can still browse our site – you just won’t be able to order products.

Using cookies is helpful for a number of other reasons. The encrypted information we store from them can help us fix errors on the site, or steer you towards particular items you might find useful. Remember, cookies can’t harm your computer, and we will never store sensitive data such as credit card details. Some of our trusted partners also set cookies during your visit and use this information to show you products and services that might be of interest. We’re constantly reviewing our cookie policy, both to meet the latest regulations and to improve your browsing experience. Your privacy is important to us, which is why we will always be honest and transparent about our cookie policies. Read our Cookie Policy for more information.

How do we keep your personal information secure

We use appropriate technical and organisational measures to protect the personal information that we collect and process about you. The measures we use are designed to provide a level of security appropriate to the risk of processing your personal information. Specific measures we use include:

Encrypting your personal information. When you place an order or access your account information, your information will be sent through to us. A secure server encrypts all of the information you input before it is sent to us. This protects your confidential data, particularly your credit card details from unauthorised use;
Keeping your information up-to-date and accurate. Please note that, to do this, we require you to tell us if any of your details such as your name or address change; and
Having in place strict security procedures for the storage and disclosure of your information to prevent unauthorised access.

Although we will do our best to protect your personal information, we cannot guarantee the security of your data transmitted to and/or through our Websites; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

To ensure that your credit, debit or charge card is not being used without your consent, we will validate name, address and other personal information supplied by you during the order process against appropriate third party databases. By accepting our Terms and Conditions you consent to these checks being made. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. You can rest assured that this is done only to confirm your identity, that a credit check is not performed and that your credit rating will be unaffected. All information provided by you will be treated securely and strictly in accordance with this Privacy Policy.

Mobile Terms of Service

The Omlet Ltd mobile message service (the "Service") is operated by Omlet Ltd (“Omlet Ltd”, “we”, or “us”). Your use of the Service constitutes your agreement to these terms and conditions (“Mobile Terms”). We may modify or cancel the Service or any of its features without notice. To the extent permitted by applicable law, we may also modify these Mobile Terms at any time and your continued use of the Service following the effective date of any such changes shall constitute your acceptance of such changes.

By consenting to Omlet Ltd’s SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of Omlet Ltd through your wireless provider to the mobile number you provided, even if your mobile number is registered on any state or federal Do Not Call list. Text messages may be sent using an automatic telephone dialing system or other technology. Service-related messages may include updates, alerts, information, and webinar notification (e.g., order updates, account alerts, etc.). Promotional messages may include promotions, specials, and other marketing offers (e.g., cart reminders).

You understand that you do not have to sign up for this program in order to make any purchases, and your consent is not a condition of any purchase with Omlet Ltd. Your participation in this program is completely voluntary. We do not charge for the Service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message frequency varies. Message and data rates may apply. Check your mobile plan and contact your wireless provider for details. You are solely responsible for all charges related to SMS/text messages, including charges from your wireless provider.

You may opt-out of the Service at any time. Text the single keyword command STOP to Omlet or click the unsubscribe link (where available) in any text message to cancel. You'll receive a one-time opt-out confirmation text message. No further messages will be sent to your mobile device, unless initiated by you. If you have subscribed to other Omlet Ltd mobile message programs and wish to cancel, except where applicable law requires otherwise, you will need to opt out separately from those programs by following the instructions provided in their respective mobile terms.

For Service support or assistance, text HELP to Omlet or email mathieu@omlet.co.uk.

We may change any short code or telephone number we use to operate the Service at any time and will notify you of these changes. You acknowledge that any messages, including any STOP or HELP requests, you send to a short code or telephone number we have changed may not be received and we will not be responsible for honouring requests made in such messages.

The wireless carriers supported by the Service are not liable for delayed or undelivered messages. You agree to provide us with a valid mobile number. If you get a new mobile number, you will need to sign up for the program with your new number.

To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the Service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.

International data transfers

Your personal information may be transferred to, and processed in, countries other than the country in which you are resident. These countries may have data protection laws that are different to the laws of the UK.

Some service providers and partners operate outside of the UK, such as in Australia and the United States. This means that when we collect your personal information we may process it in any of these countries.

If we do this, we have procedures in place to ensure your personal information receives the same protection as if it were being processed inside the UK. Any transfer of your personal information will follow applicable laws and we will treat the information under the guiding principles of this Privacy Policy.

Transfers out of the European Economic Area. Whenever we transfer personal information to countries outside of the European Economic Area in the course of sharing information as set out above, we will ensure that the information is transferred in accordance with this Privacy Notice and as permitted by the applicable laws on data protection.

Data retention

We retain personal information we collect from you where we have an ongoing legitimate business need to do so (for example, to provide you with a service you have requested or to comply with applicable legal, tax or accounting requirements).

When we have no ongoing legitimate business need to process your personal information, we will either delete or anonymise it or, if this is not possible (for example, because your personal information has been stored in backup archives), then we will securely store your personal information and isolate it from any further processing until deletion is possible. For more information about the specific periods for which we retain your data, please contact us using the contact details provided under the “How to contact us” heading below.

Your data protection rights

You have the following data protection rights:

If you wish to access, correct, update or request deletion of your personal information, you can do so at any time by contacting us using the contact details provided under the “How to contact us” heading below.
In addition, you can object to processing of your personal information, ask us to restrict processing of your personal information or request portability of your personal information. Again, you can exercise these rights by contacting us using the contact details provided under the “How to contact us” heading below.
You have the right to opt-out of marketing communications we send you at any time. You can exercise this right by clicking on the “unsubscribe” or “opt-out” link in the marketing e-mails we send you. To opt-out of other forms of marketing (such as postal marketing or telemarketing), then please contact us using the contact details provided under the “How to contact us” heading below.
Similarly, if we have collected and process your personal information with your consent, then you can withdraw your consent at any time. Withdrawing your consent will not affect the lawfulness of any processing we conducted prior to your withdrawal, nor will it affect processing of your personal information conducted in reliance on lawful processing grounds other than consent.
You have the right to complain to a data protection authority about our collection and use of your personal information. For more information, see the section headed “contacting the regulator” below.

We respond to all requests we receive from individuals wishing to exercise their data protection rights in accordance with applicable data protection laws.

For more information you can also read our GDPR policy.

Links to other sites

Please be aware that our site may include links to other web sites. We are not responsible for their privacy policies or procedures or for the content of these linked web sites.

Contacting the regulator

If you feel that your personal information has not been handled correctly, or you are unhappy with our response to any requests you have made to us regarding the use of your personal information, you have the right to raise a complaint with the Information Commissioner’s Office. You can contact them by calling 0303 123 1113 or go online to www.ico.org.uk/concerns

Updates to this Privacy Policy

We may update this Privacy Policy from time to time in response to changing legal, technical or business developments. When we update our Privacy Policy, we will take appropriate measures to inform you, consistent with the significance of the changes we make.

How to contact us

If you have any questions or concerns about our use of your personal information, please contact our Data Protection Officer at the following address:

The Data Protection Officer
Omlet Ltd
The Old Malthouse
St John's Road
Banbury
Oxfordshire
OX16 5HX
United Kingdom