Privacy Policy

Effective 25 November 2020

This Privacy Notice explains in detail the types of personal data we may collect about you when you interact with us. It also explains how we’ll store and handle that data and keep it safe.

It’s likely that we’ll need to update this Privacy Notice from time to time. We’ll notify you of any significant changes, but you’re welcome to come back and check it whenever you wish.

The law on data protection sets out a number of different reasons for which a company may collect and process your personal data, including:

Consent – In specific situations, we can collect and process your data with your consent.

Contractual obligations – In certain circumstances, we need your personal data to comply with our contractual obligations. For example, if you order an item from us for home delivery, we’ll collect your address details, telephone number and email address to deliver your purchase, and pass them to our courier allowing contact and delivery update notifications.

Legal compliance – If the law requires us to, we may need to collect and process your data. For example, we can pass on details of people involved in fraud or other criminal activity affecting the company to law enforcement.

Legitimate interest – In specific situations, we require your data to pursue our legitimate interests in a way which might reasonably be expected as part of running our business and which does not materially impact your rights, freedom or interests. For example, we will use your purchase history to send you or make available personalised offers.

We also combine the shopping history of many customers to identify trends and ensure we can keep up with demand or develop new products/services.

We will also use your address details to send you direct marketing information by post, telling you about products and services that we think might interest you.

When do we collect your data

When you visit our website and use your account to buy products and services, or redeem vouchers from Just Equine on the phone, in store or online.
When you make an online purchase and check out as a guest, in which case we will collect data required to fulfil the transaction, any subsequent delivery of goods and to contact you with any queries in relation to your order.
When you create an account with us.
When you purchase a product or service in store or by phone but don’t have (or don’t use) an account.
When you engage with us on social media.
When you contact us by any means with queries, complaints etc.
When you ask one of our staff to email you information about a product or service.
When you enter prize draws or competitions.
When you choose to complete any surveys we send you.
When you comment on or review our products and services.
Any individual may access personal data related to them, including opinions. So if your comment or review includes information about a member of staff who provided that service, it may be passed on to them if requested.
When you fill in any forms. For example, if an accident happens in store, we may collect your personal data.
When you’ve given a third party permission to share with us the information they hold about you.
When you use our car park and shop which has CCTV systems operated for the security of both customers and Staff. These systems may record your image during your visit.

How/ Why we use your personal data

We want to give you the best possible customer experience. One way to achieve that is to get the richest picture we can of who you are by combining the data we have about you.
We then use this to offer you promotions, products and services that are most likely to interest you. In the case of loyalty scheme members, we’ll also offer you relevant rewards.
The data privacy law allows this as part of our legitimate interest in understanding our customers and providing the highest levels of service.
Of course, if you wish to change how we use your data, you’ll find details in the ‘What are my rights?’ section below.
Remember, if you choose not to share your personal data with us, or refuse certain contact permissions, we might not be able to provide some services you’ve asked for.
To process any orders that you make by using our website or in store. If we don’t collect your personal data during checkout, we won’t be able to process your order and comply with our legal obligations.
To respond to your queries, refund requests and complaints. Handling the information you send enables us to respond. We may also keep a record of these to inform any future communication with us and to demonstrate how we communicated with you throughout. We do this on the basis of our contractual obligations to you, our legal obligations and our legitimate interests in providing you with the best service and understanding how we can improve our service based on your experience.
To protect our business and your account from fraud and other illegal activities. This includes using your personal data to maintain, update and safeguard your account. We’ll also monitor your browsing activity with us to quickly identify and resolve any problems and protect the integrity of our websites. We’ll do all of this as part of our legitimate interest.
To process payments and to prevent fraudulent transactions. We do this on the basis of our legitimate business interests. This also helps to protect our customers from fraud.
With your consent, we will use your personal data, preferences and details of your transactions to keep you informed by email, web, text or telephone about relevant products and services including tailored special offers, discounts, promotions, events, competitions and so on.
Of course, you are free to opt out of hearing from us by any of these channels at any time.
To send you relevant, personalised communications by post in relation to updates, offers, services and products. We’ll do this on the basis of our legitimate business interest.
You are free to opt out of hearing from us by post at any time.

To send you communications required by law or which are necessary to inform you about our changes to the services we provide you. For example, updates to this Privacy Notice, product recall notices, and legally required information relating to your orders. These service messages will not include any promotional content and do not require prior consent when sent by email or text message. If we do not use your personal data for these purposes, we would be unable to comply with our legal obligations.
To display the most interesting content to you on our websites or apps, we’ll use data we hold about your favourite brands or products and so on. We do so on the basis of your consent to receive app notifications and/or for our website to place cookies or similar technology on your device.
To administer any of our prize draws or competitions which you enter, based on your consent given at the time of entering.
To develop, test and improve the systems, services and products we provide to you. We’ll do this on the basis of our legitimate business interests.
To comply with our contractual or legal obligations to share data with law enforcement.
To send you survey and feedback requests to help improve our services. These messages will not include any promotional content and do not require prior consent when sent by email or text message. We have a legitimate interest to do so as this helps make our products or services more relevant to you.
Of course, you are free to opt out of receiving these requests from us at any time by updating your preferences in your online account or contact us by email to customer- sales@justequine.co.uk

To build a rich picture of who you are and what you like, and to inform our business decisions, we’ll combine data captured from our store and website orders, third parties and data from publicly-available lists as we have described in the section ‘What Sort of Personal Data do we collect?’ We’ll do this on the basis of our legitimate business interest.
To protect our customers, premises, assets and staff from crime, we operate CCTV systems in our store which record images for security. We do this on the basis of our legitimate business interests.
If we discover any criminal activity or alleged criminal activity through our use of CCTV, fraud monitoring and suspicious transaction monitoring, we will process this data for the purposes of preventing or detecting unlawful acts. Our aim is to protect the individuals we interact with from criminal activities.

What personal data do we collect?

If you have a web account with us: your name, gender, date of birth, billing/delivery address, orders and receipts, email and telephone number. For your security, we’ll also keep an encrypted record of your login password.
Details of your interactions with us through contact via telephone, in store or online
For example, we collect notes from our conversations with you, details of any complaints or comments you make, details of purchases you made, items viewed or added to your basket, gift list and wish list choices, voucher redemptions, brands you show interest in, web pages you visit and how and when you contact us.

Details of your shopping preferences.
Details of your visits to our websites or apps, and which site you came from to ours.
Information gathered by the use of cookies in your web browser.
Personal details which help us to recommend items of interest.
We’ll only ask for and use your personal data collected for recommending items of interest and to tailor your shopping experience with us. Of course, it’s always your choice whether you share such details with us.

Payment card information.
Your comments and product reviews.
Your telephone conversations with Just Equine may be recorded for training and monitoring purposes. If a call is being recorded, we will make you aware of this at the start of the call.
To deliver the best possible web experience, we collect technical information about your internet connection and browser as well as the country or area where your computer is located, the web pages viewed during your visit, the advertisements you clicked on, and any search terms you entered.
Your social media username, if you interact with us through those channels, to help us respond to your comments, questions or feedback.
Your image may be recorded on CCTV when you visit our shop or car park.

How we protect your personal data?

We know how much data security matters to all our customers. We will treat your data with the utmost care and take all appropriate steps to protect it.
We secure access to all transactional areas of our websites and apps using ‘https’ technology.
Access to your personal data is password-protected, and sensitive data such as payment card information) is secured and tokenised to ensure it is protected whilst carrying out the checkout procedure. We do not hold your card payment details on our servers or computer systems.
We regularly monitor our system for possible vulnerabilities and attacks and maintain our website and computer systems with the latest security safeguards.

Who do we share your personal data with?

We sometimes share your personal data with only trusted third parties.
Operational companies such as delivery couriers.
Google/Facebook to show you products that might interest you while you’re browsing the internet. This is based on either your marketing consent or your acceptance of cookies on our websites. See our Cookies Notice for details.
For fraud management, we may share information about fraudulent or potentially fraudulent activity in our premises or systems. This may include sharing data about individuals with law enforcement bodies.
We may also be required to disclose your personal data to the police or other enforcement, regulatory or Government body, in your country of origin or elsewhere, upon a valid request to do so. These requests are assessed on a case-by-case basis and take the privacy of our customers into consideration.

What are your rights over your personal data?

You have the right to request

Access to the personal data we hold about you, free of charge in most cases.
The correction of your personal data when incorrect, out of date or incomplete.

That we stop using your personal data for direct marketing (either through specific channels, or all channels).
That we stop any consent-based processing of your personal data after you withdraw that consent.

You have the right to request a copy of any information about you that Just Equine Ltd company holds at any time, and to have that information corrected if it is inaccurate. To ask for your information, please contact Data Controller, Just Equine Ltd, The Office, Leyshurst Farm, West Chiltington Lane, Coneyhurst, West Sussex, RH14 9DY or email sales@justequine.co.uk To ask for your information to be amended, please update your online account, or contact our Customer Services team.

If we choose not to action your request, we will explain to you the reasons for our refusal.

Whenever you have given us your consent to use your personal data, you have the right to change your mind at any time and withdraw that consent.

How can you stop the use of your personal data for direct marketing?

There are several ways you can stop direct marketing communications from us:

Click the ‘unsubscribe’ link in any email marketing communication that we send you. We will then stop any further emails and your details will be removed from mailing lists.
Write to Data Controller, Just Equine, The Office, Leyshurst Farm, West Chiltington Lane, Coneyhurst, West Sussex RH14 9DY

Please note that you may continue to receive communications for a short period after changing your preferences while our systems are fully updated.

How long will we keep your personal data?

Whenever we collect or process your personal data, we’ll only keep it for as long as is necessary for the purpose for which it was collected.

For all non-UK customers

By using our services or providing your personal data to us, you expressly consent to the processing of your personal data by us or on our behalf. Of course, you still have the right to ask us not to process your data in certain ways, and if you do so, we will respect your wishes. Sometimes we’ll need to transfer your personal data between countries to enable us to supply the goods or services you’ve requested. In the ordinary course of business, we may transfer your personal data from your country of residence to ourselves and to third parties located in the UK. By dealing with us, you are giving your consent to this overseas use, transfer and disclosure of your personal data outside your country of residence for our ordinary business purposes. This may occur because our information technology storage facilities and servers are located outside your country of residence and could include storage of your personal data on servers in the UK. We’ll ensure that reasonable steps are taken to prevent third parties outside your country of residence using your personal data in any way that’s not set out in this Privacy Notice. We’ll also make sure we adequately protect the confidentiality and privacy of your personal data.