Monday to Friday between 8am and 5pm (excl. public holidays).
Processing time is 3-7 business days,
excludes weekends and public holidays.
We take all reasonable steps to protect the personal information of users. For the purpose of this
clause, "personal information" shall be defined as detailed in the Promotion of Access to Information
Act 2 of 2000 (PAIA).
SECTION 1 - What do we do with your information?
Collection of personal data
When you purchase something from our store, as part of the buying and selling process, we collect the
personal information you give us such as your name, address, email address, telephone number and credit
Collection of anonymous data
When you browse our store, we also automatically receive your computer’s internet protocol (IP) address
in order to provide us with information that helps us learn about your browser and operating System. Any
information we collect from you may be used in one of the following ways:
To personalize your experience and to respond to your individual needs.
To improve our website based on the information and feedback we receive from you.
To improve customer service requests and support needs.
To process transactions and to deliver the purchased product as requested.
Email marketing (if applicable): With your permission, we may send you emails about our store, new
products and other updates.
SECTION 2 - Consent
SECTION 3 - Disclosure
We may disclose your personal information if we are required by law to do so or if you violate our Terms
We will not disclose any information regarding a user nor will we, sell, trade or otherwise transfer
your personally identified information to any third parties unless your prior written approval is
obtained. This does not include the third parties who assist us with our website, conducting our
business, servicing you – all these parties agree in writing to keep this information confidential.
We share your personal information with:
Other divisions or companies within the group of companies to which we belong so as to provide joint
content and services like registration for transactions and customer support, to help detect and
prevent potentially illegal acts and violations of our policies, and to guide decisions about our
products, services, and communications;
Credit bureaus to report account information, as permitted by law;
Other third parties who provide us with relevant services where appropriate (for example our
We may disclose personal information if required by a subpoena or court of law; to comply with any law;
to protect the safety of any individual or the general public; and to prevent violation of our customer
We may disclose aggregate statistics (information about the customer population in general terms) about
the personal information to advertisers or business partners.
SECTION 4 - Retention
We will only retain your personal information for as long as it is necessary to fulfill the purposes
explicitly set out in this policy. During the period of retention, we will continue to abide by our
non-disclosure obligations and will not share or sell your personal information.
We may retain your personal information in physical or electronic records at our discretion.
SECTION 5 - Data Storage
Our store is hosted by Seven Lemons Design Studio on a dedicated server in the Hetzner RSA Data Centre.
They provide us with the online e-commerce platform that allows us to sell our products and services to
you. Your data is stored through’s data storage, databases and the general application. Hetzner Data
Centre stores your data on a secure server behind a firewall.
In general, the third-party providers used by us will only collect, use and disclose your information to
the extent necessary to allow them to perform the services they provide to us.
However, certain third-party service providers, such as payment gateways and other payment transaction
processors, have their own privacy policies in respect of the information we are required to provide to
them for your purchase-related transactions.
For these providers, we recommend that you read their privacy policies so you can understand the manner
in which your personal information will be handled by these providers. We accept no responsibility for
the privacy practices of third party sites.
In particular, remember that certain providers may be located in or have facilities that are located in
a different jurisdiction than either you or us. So if you elect to proceed with a transaction that
involves the services of a third-party service provider, then your information may become subject to the
laws of the jurisdiction(s) in which that service provider or its facilities are located.
Once you leave our store’s website or are redirected to a third-party website or application, you are no
When you click on links on our store, they may direct you away from our site. We are not responsible for
the privacy practices of other sites and encourage you to read their privacy statements.
SECTION 7 - Security
To protect your personal information, we take reasonable measures and follow industry best practices to
make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.
If you provide us with your card information, the information is encrypted using secure socket
layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the
Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement
additional generally accepted industry standards.
While reasonable measures are taken to ensure the security and integrity of information submitted to
this site, we cannot under any circumstances be held liable for any loss or other damage sustained by a
user or users as a result of intentional or accidental release of information by an employee of the
website owner or any third party.
SECTION 8 - Cookies
The website utilizes cookies. A cookie is a small file that is placed on the user’s hard drive in order
to keep a record of a user’s interaction with the website. Cookies from this website allow the website
owner to tailor advertising and other services to your displayed preferences. Cookies by themselves
cannot be used to personally identify users but will be used to compile anonymized statistics relating
to use of services offered or to provide us with feedback on the performance of the website.
Here is a list of cookies that we use. We’ve listed them here so that you can choose if you want to
opt-out of cookies or not. _session_id, unique token, sessional, Allows Hetzner Datacentre to store
information about your session (referrer, landing page, etc). Hetzner Datacentre, no data held,
Persistent for 30 minutes from the last visit, Used by our website provider’s internal stats tracker to
record the number of visits Hetzner Datacentre, no data held, expires midnight (relative to the visitor)
of the next day, Counts the number of visits to a store by a single customer.cart, unique token,
persistent for 2 weeks, Stores information about the contents of your cart. _secure_session_id, unique
token, sessional storefront_digest, unique token, indefinite If the shop has a password, this is used to
determine if the current visitor has access.
SECTION 9 - Age of Consent
By using this site, you warrant that you are 18 (eighteen) years of age or older and of full legal
capacity. If you are under the age of 18 (eighteen) or if you are not legally permitted to enter into a
binding agreement, then you may use this site only with the involvement and supervision of your parent
or legal guardian. If your parent or legal guardian supervises you and gives his/her consent, then such
person agrees to be bound to these Terms and Conditions and to be liable and responsible for you and all
your obligations under these Terms and Conditions.
We regard the safety and privacy of children using this website extremely seriously however, it remains
the ultimate responsibility of the parents and other care-givers of children to ensure that they are not
exposed to inappropriate content or behavior.
and clarifications will take effect immediately upon their posting on the website. If we make material
changes to this policy, we will notify you here that it has been updated, so that you are aware of what
information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.
If our store is acquired or merges with another company, your information may be transferred to the new
owners so that we may continue to sell products to you.
Questions and Contact Information
Petworld app (available on Apple App Store and Google Play Store) users can request the erasure of their
personal data without unnecessary delay if their personal data is no longer needed for the express
purpose for which it was originally collected or processed.
If you would like to: access, correct, amend or delete any personal information we have about you,
register a complaint, or simply want more information contact our Privacy Compliance Officer at
or by mail to Petworld and Vetworld Head Office (Pty) Ltd Privacy Compliance Officer
Questions about the Privacy Polict please contact Customer Service: