Fetch Terms & Conditions

You know us as Fetch, but our legal name is The Urban Pet Company Limited (“we”, “our”, “us” or “Fetch”). We are committed to protecting the privacy of all users of our website www.fetchnow.dog (the “Website”). Please read this privacy policy that explains how we use and protect your personal information, which is any information about you or that can be used to identify you. We are the “controller” of the personal information we process, unless otherwise stated.

1. Contact details

If you have any queries or requests about this privacy policy or how we handle your information more generally, you can get in touch by contacting us using any of the channels available in our Contact Us page.

2. Information we collect about you

As part of our commitment to the privacy of our customers, and visitors to our Website more generally, we want to be clear about the sorts of information we will collect about you.

Information we get from you

When you visit or place an order through our Website, we will collect your information in the following ways:

• When you create an account with us or change your account settings, we collect your name and contact details, phone number, email address and delivery address.
• When you use our Website to place an order, we collect information including items purchased, your location (longitude and latitude), any order notes you may provide to help with the delivery. Our payment providers also collect payment information, including your debit or credit card number to enable payment.
• When you participate or enter into competitions, prize draws, or promotions run by us for our own benefit or on behalf of our partners we collect information to register you.
• When you participate in market research and surveys, leave messages or comments on our Website, or give your feedback on Fetch, we collect your responses and reviews, including your order ratings.
• When you contact us (for example, through our Customer Care) or a Delivery Agent about the order you placed, we collect the information you share during the conversation. If you contact us by phone, we may record the call and take notes, including for training and service improvement purposes. If you contact us about a problem with your order, we may ask you for a photograph of your order or receipt showing the problem (if it is something that can be seen by inspecting the items). We may also collect health information about your pet only where you volunteer and agree to this, for example if you report an allergic reaction after consuming an order.
• When you interact with us or contact us, including on our social media accounts with a comment or question, to receive marketing material, or any other information about Fetch initiatives, we collect your contact preferences and any information you share with us.

Information we receive from others

• We also collect your information from third parties, including information about your account and online activity from account authentication providers, fraud detection providers and online advertisers. We also collect demographic information from data brokers to enrich our own data sets.
• If you link your social media or your third party accounts to us, we will keep a record of your social media handle and other information that is made available to us according to your social media account settings.

Information generated when you use our Website

• Preferences and demographic information

To ensure that our customers have the best possible delivery experience, we collect information about your use of our Website and information from third party data brokers so that we may make observations or inferences about you and your preferences including about your interests, usage, gender, age group and pets preferences and habits.

• Usage information

Through your use of cookies and similar technologies and when you browse or use our Website (including before and after you create an account with us) we collect information about your use of our Website. This includes information about how you interact with our services and when you first and last used our Website. To learn more, check the “Cookies” section below.

• Device information

We collect information about the devices you use to access our Website. This includes details about your device, such as type, operating system and version, the IP address you are using to access our Website and other unique identifiers associated with your device, including your advertising and device ID. When you use your mobile device, we also collect information such as your mobile carrier, precise or approximate location and information about how you interact with other retail technology (for example, QR Codes and/or mobile vouchers). We automatically collect and use this mobile device information unless you have elected to remain anonymous through your mobile settings.

Mandatory information

If you fail to provide your information, you may not be able to use our Website and services and we may have to cancel our contract with you, which we will notify you of in advance.

3. Use of your information

We use your information in a variety of  ways, as described below, and only if we have a valid reason to do so.

This includes to:

• Help you create and manage your Fetch account. This is an important part of our contractual commitment to you.
• Deliver orders to you or any gift recipient. This is an important part of our contractual commitment to you.
• Take payments and give refunds, apply vouchers and manage your account credits. This is an important part of our contractual commitment to you.
• Manage any competitions, prize draws, or other special promotions that you participate in. This is an important part of the terms and conditions of the campaign and it is in our and your interest.
• Provide customer care support to help you with complaints and enquiries relating to the delivery of your order. This is an important part of our contractual commitment to you.
• Improve our customer care service, by analysing past interactions (chat, emails or call recordings) with us. It is in our and your interest to train our staff and ensure quality assurance in our customer care service so that you can get the support you expect from us.
• Send you account and service updates, order confirmations, and updates to our customer terms and conditions. We have a legal obligation to do this, and it is an important part of our contractual commitment to you.
• Analyse traffic on our Website and how visitors use our Website to improve its quality, content and service offering. It is in our and your interest to provide you with the best customer experience you can expect from us.
• Ensure the functioning, integrity and security of our Website, including by troubleshooting software and operational problems. It is in our and your interest to keep our Website safe and up and running.
• Personalise and tailor our content, services and marketing communications to you (such as showing you products your pet will most likely love or sending you offers or discounts). It is in our and your interest to make it easier and faster for you to find the products and services we think you would like.
• Ask for your feedback, such as your order rating. It is up to you whether you want to leave any feedback. Responses are anonymised, unless you choose to provide and make your name public.
• Send you surveys or invite you to participate in our market research. It is in our interest to ask for your feedback on how we can improve our products or services.
• Generate aggregated statistics about your feedback or ratings for our own customer insights and share it with our Brands and other partners. It is in our interest to improve our services and enable our Brands and partners to improve theirs.
• Send you and measure the performance of our marketing communications, including about products and services we think you would like. It is in our interest to let you know about great products, services, and opportunities we think you would like. Where required, we will ask for your consent.
• Show you and measure the performance of ads as you browse our Website and third party apps or websites, where you agree to the use of cookies on our Website. It is in our interest to promote our business and personalise our content and services so that we can show you what we think you would like.
• Verify your identity, detect, investigate, report and seek to prevent fraud and any other form of abuse of our Website, including unauthorised access, misuse of our services and products, or illegal activity on our Website. It is in our interest to protect our Website and your experience on our Website and to stop any abuse or illegal activity. We also have a legal obligation to do so.
• Uphold our contractual terms with you and ensure compliance with our internal policies and procedures. This is an important part of our contractual commitment with you.
• Respond to regulatory or individual rights requests, comply with applicable laws and regulations, agreements and insurance policies and assist law enforcement. We have a legal obligation to do so.
• Defend legal claims, protect the rights of Fetch, our partners, or others and Fetch property, personnel or products. We have an interest to protect and defend Fetch and those who provide their services to us.

4. Cookies

We and our partners use cookies and other similar technologies on our Website to collect information about you.

We use cookies and similar technologies, including from our partners, to analyse traffic, help tailor and improve our content and services on our Website, like showing you the products and brands we think you would like, to serve relevant ads and measure their effectiveness on other apps and websites, including social media. You can accept, reject or customise cookies at any time by choosing which cookies we can use. You can also choose to turn off cookies in your website browser, but please note that by disabling all cookies our Website will not work properly.

To learn more, check our Cookie Policy.

5. Marketing and advertising

If you have placed an order with us or signed up to Fetch, we use your information to send you marketing communications by post, email, mobile messaging (such as SMS, MMS and WhatsApp) and by phone, as well as to show you advertising online.

At Fetch, we use your account, device and usage information, order details and how you have paid, your preferences and demographic information to send you personalised offers and updates and to show you advertising about great products, brands and services we think you would like.

Through our marketing communications we want to keep you up-to-date about the products, services and initiatives that we believe may interest you. This includes our latest offers and updates about Fetch and our Brands that are most relevant to you based on your information as mentioned above.

You can opt-out or change your marketing preferences at any time:

Email: Click on the ‘unsubscribe’ link at the bottom of our marketing emails.

Where you opt-out of our marketing communications, we will still send you service communications, such as updates of our terms and conditions, information of service interruptions and safety information about your delivery or communications that you have specifically asked to receive, such as a notification about Fetch becoming available in a certain area.

Through our advertising we want to show you great products, brands and services we think you would like. When you use our Website, you may see ads from us and third parties. You may also see these ads on other apps or websites, including on social media. To do so, we work with third party advertising networks, social media platforms and other technology providers (“Advertising Partners”), including through the use of cookies and similar technologies. To learn more, check the “Cookies” section above.

The advertising you see is determined by information we hold about you and your activity on our Website (such as your order history and your previous interaction with any ads), demographic information from data brokers and information that our Advertising Partners hold about you or that we may share with them.

We and our Advertising Partners may create aggregated statistics and reports (which do not contain your information) to help measure your interactions with, and the effectiveness of these ads.

6. Retention of your information

We will only retain your information for as long as reasonably necessary to fulfil the purposes we collected it for, and for the purposes of satisfying any legal, regulatory, tax, accounting or reporting requirements. In the event of a complaint or if we reasonably believe there is a prospect of litigation in respect to our relationship with you, we may retain your information for a longer period.

When determining the appropriate retention periods, we take into account factors including:

• our contractual obligations and rights in relation to the information involved;
• legal obligation(s) under applicable law to retain information for a certain period of time;
• statute of limitations under applicable law(s);
• our legitimate interests for retaining the information (to learn more, check the “Use of your information” section above);
• whether there is an actual or potential dispute; and
• guidelines issued by relevant data protection authorities.

For example:

• After you have closed your account, we will keep your transaction details for 6 years so we can comply with our tax obligations.

Otherwise, we securely erase your information where we no longer require it for the purposes we collected it for.

7. Sharing your information

We share your information only where necessary for the purposes set out in the “Use of your information” section above.

In particular, we share your information with:

• Our Brands where you have made a complaint about an order and you agree for us to share your information with them to enable them to investigate and improve their products.

We also share your information with our third party providers that help Fetch with various operations. This includes:

• payment providers (including online payment providers);
• authentication and fraud detection providers;
• IT service providers (including cloud and AI providers);
• third parties that send direct marketing, market research surveys and other communications on our behalf;
• customer support providers (including, but not limited to, those that help us to provide customer or technical support);
• social media platforms; and
• our Advertising Partners Meta, Google and TikTok.

If our business enters into a joint venture with, purchases or is sold to or merged with another business entity, your information may be disclosed or transferred to the target company, our new business partners or owners or their advisors.

We also share your information:

• if we are under a duty to disclose or share your information in order to comply with (and/or where we believe we are under a duty to comply with) any legal obligation or regulatory requirement;
• in order to enforce our contractual terms with you and any other agreement;
• to protect the rights of Fetch, our partners, brands, employees or others, including to prevent fraud and/or abuse of our Websites; and
• with third parties as reasonably necessary in order to prevent crime, e.g. the police or for health and safety purposes.

Advertising Partners acting as joint controllers

We are joint controllers with Meta, Google and TikTok when it comes to the advertising and related analytics activities carried out on our Website and their platforms. As joint controllers, we have entered into a joint controller agreement with each of them setting out our respective data protection obligations. In particular, we are each responsible for informing you about how your information is processed for these advertising and related analytics activities and how you can exercise your data protection rights. If you want to learn more about how these Advertising Partners use your information, how you can change your advertising preferences and how you can exercise your data protection rights with them, please see their privacy policies and contact them directly.

8. Transfers of your information

We may need to transfer your information outside the United Kingdom (UK) or European Economic Area (EEA) to help us provide our services.

If we transfer your information to another country that does not, under their local laws, offer an equivalent standard of data protection to the UK or EEA, we will make sure that your information is protected. For example, we will only transfer your information:

• to countries that have been deemed to provide an adequate level of protection for personal information; or
• where we can enter into contracts with third parties ensuring that strict data protection safeguards are in place before we transfer your information.

If you have any questions about the specific mechanisms used, please contact us (to learn more, check the “Contact details” section above).

If you use Fetch services in another country where we operate, for example, when you are travelling, your information will be processed in accordance with the applicable laws of that country.

9. Security

We adopt robust technologies and policies to protect your information from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your information to those who have a business need-to-know.

Although we take steps to keep your information secure when it is with us, transmitting data over the internet is never fully secure, so any information you send to our Website is done at your own risk.

When you create an account with Fetch you may create a password, or other secure login method and also provide payment card details. You must use a unique password and keep any password you create or other secure login method secret in order to help prevent others from accessing your account.

10. Your rights

You have certain rights over the information we hold about you. These rights can help you control the way we use your information.

You have the right to:

• Access your information. You can ask us for a copy of the information we hold about you and to check whether we are processing it lawfully. In sharing with you a copy of your information, we use a third party secure method of transfer.
• Change or update your information. You can update your information, such as your name, phone number, delivery address and payment method in the “Account” section of our website. You can set your account profile name to what you would like, if, for example, you do not want to use your real name for delivery. You can also ask us to make changes to any information we hold about you if that is incorrect or outdated, but we may need to verify the accuracy of the new information before updating it.
• Delete your account. You can delete your account and any personal information associated with it by logging into your account on our website or app, clicking on “Account details” and then navigating to the “Delete Account” section. There may be specific details that we are legally obliged or have a compelling legitimate reason to keep and therefore need to keep for a longer period.
• Portability of your information. You can ask us for a copy of your information in a structured, commonly used and machine-readable format and, if we can, to send this to a third party. This right only applies to automated information that you have provided to us, which you initially provided consent for us to use or where we used the information to perform a contract with you.
• Withdraw your consent. Where we rely on consent to use your information, you can withdraw that consent at any time. Withdrawing consent will not, however, make unlawful our use of your information before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain services to you.
• Object to the use of your information.You can opt out of any marketing communications that we may send you (to learn more, check the “Marketing and advertising” section above) and object to us using your information if we have no legitimate reasons to do so.
• Restrict our use of your information.In certain circumstances, you can ask us to suspend our handling of your information if you have a specific reason for doing so. For example, if you are unhappy with the way we have used your information you can ask us to stop using it until we have addressed your concerns.
• Human intervention.If we make a solely automated decision about you that has a legal or similarly significant impact on you, you can ask us to carry out a manual review of this decision.

To exercise any of these rights, please contact us through any of the channels available on our Contact Us page.

If you are unhappy with how we have handled your information you can contact the UK data protection authority, the Information Commissioner’s Office. We would, however, really appreciate the chance to deal with your concerns before you approach your local data protection authority and so we please ask that you contact us first.

11. Changes to our privacy policy

We may update this policy from time to time, so remember to check back in every so often, in case anything has changed. Where appropriate, we may notify you of changes, for example by email.

This policy was last published on: 4th April 2025.