Privacy Policy


  1. INTRODUCTION
  2. Your privacy is important to you and to us. Thus, we'll protect the information you share with us. To protect your privacy, 11Pets follows different principles in accordance with worldwide practices for customer privacy and data protection. Any changes we have made to this data policy can be found by visiting our website 11pets.com or our mobile applications.

    This privacy statement applies to the data collected implicitly or explicitly by 11Pets through your use of the 11Pets services.

    It's important to 11Pets to help our customers retain their privacy when they take advantage of all the services that we provide including, but which may not be limited to: the 11Pets website (11pets.com), the mobile application on Android, the mobile application on iOS and any other digital services and any portal through which customers manage the services offered by 11Pets (hereinafter “the Services”).

    11Pets will use state-of-the-art security measures to protect your information from unauthorized users.

  3. NOTICE
  4. We will ask you when we need information that personally identifies you (Personal Information) or allows us to contact you. Generally, this information is requested when you create a Registration ID on the site or when you download software, enter a contest, order e-mail newsletters or join a limited-access premium service. We use your Personal Information for five primary purposes:

    1. To make the site and the information/data inserted by the user, accessible to the user
    2. To make the site easier for you to use by not having to enter information more than once.
    3. To help you quickly find and download software, services or information.
    4. To help us create content most relevant to you.
    5. To alert you to product upgrades, special offers, updated information and other new services from 11Pets.

  5. CONSENT
  6. In providing your personal details you consent to us using the data collected to meet our commitments to you and provide the services you expect. Such services and commitments will include, inter alia: the ability to access the Personal data, that you have provided, through our website or mobile application, about you and/or your pet(s); the processing of your personal data for the preparation of the “schedule”, your “pending tasks” and/or the “automatic synchronization amongst multiple devices” features; the processing of orders for delivery; billing; downloading of computer software; message notification relating to the services including security and other technical matters. To provide you with relevant offers and information about our products and services we may analyze your personal data and/or the data of your pet. In the event of any problem, including but which may not be limited to, your orders, payments and downloads, we will use your information to contact you.

    Without prejudice to the generality of the foregoing services to be provided, if you decide to register, you will also be able to select the kind of information you want to receive from us by subscribing to various services, like our electronic newsletters. If you do not want us to communicate with you about other offers regarding 11Pets products, programs, events, or services by e-mail, postal mail, or telephone, you may select the option stating that you do not wish to receive marketing messages from 11Pets.

    11Pets occasionally allows other companies to offer our registered customers information about their products and services. If you do not want to receive these offers, you may select the option stating that you do not wish to receive marketing materials from third parties.

    We will not pass, sell, trade or otherwise transfer outside of 11Pets, its controlled subsidiaries, agents, subcontractors, service providers and affiliates (hereinafter collectively referred to as “11Pets and Affiliates”), your Personal Information without your consent, but we cannot be responsible or held liable for the actions of third parties including, inter alia, third party sites from which you may have linked or been directed to the 11Pets website and/or mobile applications and/or any other digital services and any portals through which you manage the services offered by 11Pets. For more information on the disclosure of information please refer to the corresponding section in this Privacy Policy.

  7. PERSONAL DATA
  8. Personal data includes all relevant information provided by you, gathered and processed by 11Pets, such as: Customer data, Administration data, Payment data, Support data and Pet data, hereinafter collectively referred to as “Personal Data”.

    Customer data: is all data including all text, sound or image files that you provide, or are provided on your behalf, to 11Pets through data collected and resulting to the use of the Services and the continued use of the Services, by the user. We use Customer data to provide, inter alia, the following services: to give the ability to the user to create a profile (public or private) so as to customize/personalize the features of this application; the creation and provision of aggregated information about the pets in connection to the users; troubleshooting aimed at preventing, detecting and repairing problems affecting the operation of the Services; the improvement of features that involve the detection of and protection against, emerging and evolving threats to the user (malware or spam) etc.

    Administration data: is information about administrators (including account contact and subscription administrators) provided during sign-up, registration, purchase or administration of the Services. Such data may include names, addresses, phone numbers and e-mail addresses whenever collected. We may use such collected data to contact you about: new products and services; the provision of information for new subscriptions; billing; your use of the Services as well other important updates about the Services including security and other technical matters or request your feedback about the Services. Subject to your contact preferences, you might also be contacted regarding information and offers about other our products and services. Administrative data may be shared with third parties for purposes of fraud prevention. You will not be able to unsubscribe from these communications. To manage your contact preferences or update your information, please visit your personal settings page in the Services.

    Payment data: is the information and financial data that you provide when making an online purchase through the Services, in order to complete such transaction. Such data may include your name, billing address, your payment instrument number (e.g. credit card), the security code associated with your payment instruments (e.g. the CSV) and other financial data. When you place an order for any 11 Pet Services and/or Products, the transaction is placed through PayPal and therefore no financial information is retained by 11Pets. Read more on PayPal’s privacy policy at https://www.paypal.com/uk/webapps/mpp/ua/privacy-full.

    Support data: is the information collected by 11Pets when a support request or an error report is generated in the foreground or in the background by the software, including information about hardware, software and other details related to the support incident such as contact or authentication information, chat session personalization, information on the condition of the computer and the application when the fault occurred and during diagnostics, system and registry data about software installation and hardware configurations and error-tracking files.

    Support may be provided through phone, e-mail or online chat. Remote Access (RA) may be used, with your permission, to assist with fixing any problems. Any communication for support sessions, as aforementioned, may be recorded or monitored. The Support data is used to resolve any support incident and for training purposes. In case of a support incident, a survey may be forwarded about your experience and offerings. In case you decide to opt-out of any support surveys this must be done by contacting Support or through the e-mail footer.

    Pet data: is the information that the user will provide and will be collected by us, relating to your pet(s). Such information will allow the user to take advantage of the full functions of the application and includes, but is by no way limited, to the following in relation to your pet: date of birth, gender, breed, country of residence, medical records, chip number, license number, exercise schedule, eating habits, food/nutrition information and other data of a similar nature relating to your pet(s). The disclosed information may include text, sound or image files. We will use the Pet data to create and provide the right Services and/or Products for your pet(s). The Pet data received may be used by 11Pets for performing aggregate data analytics and taking other such similar actions.

    All Personal Data provided by you are handled with the utmost care, by our team of experts, to prevent loss, misuse or alteration. It is important to note that some business customers may have the opportunity to purchase enhanced support offerings by 11Pets (e.g. Premier); such offerings will be covered by their own contract terms and notices.

  9. ACCESS
  10. We will provide you with the means to ensure that your Personal Data is correct and current. You may review and update this information at any time by visiting our website (11pets.com) or by contacting our Customer Support service. There, you can:

    1. View and edit Personal Data you have already provided when you started using the application.
    2. Tell us whether you want us to send you marketing information, or whether you want third parties to send you their offers by postal or electronic mail.
    3. Sign up for electronic newsletters about our services and products.
    4. Register. Once you register, you won't need to do it again.

    To be able to view and/or edit your Personal Data proof of identity will be requested; such proof of identity will take the form of your e-mail address and password as submitted upon registration, therefore such information must be kept safe and should not be shared with third parties. 11Pets shall not be responsible for any action(s) which might be taken by us and/or our affiliates in response to a request from someone using your e-mail and password.

  11. COOKIES
  12. To make this site work properly, we sometimes place small data files called cookies on your device. Most big websites do this too.

    What are cookies?

    A cookie is a small text file that a website saves on your computer or mobile device when you visit the site. It enables the website to remember your actions and preferences (such as login, language, font size and other display preferences) over a period of time, so you don’t have to keep re-entering them whenever you come back to the site or browse from one page to another.

    How do we use cookies?

    We use cookies for a variety of reasons detailed below. Unfortunately, in most cases there are no industry standard options for disabling cookies without completely disabling the functionality and features they add to this site. It is recommended that you leave on all cookies if you are not sure whether you need them or not in case they are used to provide a service that you use.

    Disabling Cookies

    You can prevent the setting of cookies by adjusting the settings on your browser (see your browser's Help for how to do this). Be aware that disabling cookies will affect the functionality of this and many other websites that you visit. Disabling cookies will usually result in also disabling certain functionality and features of the this site. Therefore, it is recommended that you do not disable cookies.

    The Cookies We Set

    If you create an account with us then we will use cookies for the management of the signup process and general administration. These cookies will usually be deleted when you log out however in some cases they may remain afterwards to remember your site preferences when logged out.

    We use cookies when you are logged in so that we can remember this fact. This prevents you from having to log in every single time you visit a new page. These cookies are typically removed or cleared when you log out to ensure that you can only access restricted features and areas when logged in.

    In order to provide you with a great experience on this site we provide the functionality to set your preferences for how this site runs when you use it. In order to remember your preferences we need to set cookies so that this information can be called whenever you interact with a page is affected by your preferences.

    Third Party Cookies

    In some special cases, we also use cookies provided by trusted third parties. The following section details which third party cookies you might encounter through this site.

    This site uses Google Analytics which is one of the most widespread and trusted analytics solution on the web for helping us to understand how you use the site and ways that we can improve your experience. These cookies may track things such as how long you spend on the site and the pages that you visit so we can continue to produce engaging content.

    For more information on Google Analytics cookies, see the official Google Analytics page.

    Third party analytics are used to track and measure usage of this site so that we can continue to produce engaging content. These cookies may track things such as how long you spend on the site or pages you visit which helps us to understand how we can improve the site for you.

    From time to time we test new features and make subtle changes to the way that the site is delivered. When we are still testing new features these cookies may be used to ensure that you receive a consistent experience whilst on the site whilst ensuring we understand which optimisations our users appreciate the most.

    As we sell products it's important for us to understand statistics about how many of the visitors to our site actually make a purchase and as such this is the kind of data that these cookies will track. This is important to you as it means that we can accurately make business predictions that allow us to monitor our advertising and product costs to ensure the best possible price.

    In some cases we may provide you with custom content based on what you tell us about yourself either directly or indirectly by linking a social media account. These types of cookies simply allow us to provide you with content that we feel may be of interest to you.

    We also use social media buttons and/or plugins on this site that allow you to connect with your social network in various ways. For these to work the following social media sites including; Facebook, Twitter, Google+, Pinterest, will set cookies through our site which may be used to enhance your profile on their site or contribute to the data they hold for various purposes outlined in their respective privacy policies.

  13. CUSTOMER PROFILES
  14. Every registered user will have a unique Personal Data profile. Each profile will be assigned a unique personal identification number, which will help 11Pets ensure that only the user can access his/her profile.

    You can opt for a private or a public profile, by choosing the nature of same, when you create your profile.

    If you so desire, you will also be able to create several different profiles for each one of your pets.

    If you decide to register, 11Pets will create your profile, assign a personal identification number, then send this personal identification number back to your hard drive in the form of a cookie. This code uniquely belongs to you. It is the passport to seamless travel across 11Pets’ Website allowing you to download free software, order free newsletters, and visit premium sites without having to fill out registration forms, using the information you have already provided.

  15. DISCLOSURE OF YOUR INFORMATION
  16. We will not disclose your Personal Data to third parties other than to 11Pets and Affiliates. All affiliates of 11Pets are bound by confidentiality agreements and they are prohibited from using any such Personal Data for any purpose other than that for which they are engaged to by 11Pets.

    11Pets may disclose your Personal Information, without notice, only if required to do so by law, for national security, defense, public security, the prosecution of criminal offences, an important economic or financial interest of a Member State or of the EU or the protection of the data subject, for the public interest or in good faith, believing that such action is necessary to:

    1. conform to the edicts of the law or comply with legal process served on 11Pets or the site and/or mobile applications;
    2. protect and defend the rights or property of 11Pets and its family of Websites and mobile applications, and,
    3. act in urgent circumstances to protect the personal safety of users of 11Pets, its Websites and/or mobile applications or the public

    As part of the Services provided by 11Pets (e.g. “Adopt”), should a third party contact us with a request for Customer data, we may redirect such third party to request such data directly from you; thus, the provision of some Customer data may be necessary. In case such personal data is to be provided to a third party, reasonable efforts will be taken to notify you in advance of such disclosure.

    Administration data may be disclosed to third parties (as aforementioned) for security and fraud prevention purposes.

    Personal Data may be disclosed to third parties if you chose to purchase, subscribe to or use services, software and content from companies other than 11Pets (“Third Party Offerings”). The use of your Personal Data, by such third parties, will be governed by the applicable third party privacy statements and policies.

    The Services may enable access to third party services including, but which may not be limited to, Facebook, Google, Twitter and other social media platforms and websites. Such social media platforms and/or websites’ privacy practices may differ from our Services and thus we strongly encourage that you review such privacy statements.

  17. OPTING OUT OF SOCIAL MEDIA PLATFORMS/ WEBSITES
  18. For opting out of the social media platforms kindly follow the instructions set out in each and every such Media Platform/ Website that you would like to opt-out from.

  19. PROTECTION OF PERSONAL DATA
  20. 11Pets has taken strong measures to protect the security of your Personal Data and to ensure that your choices for its intended use are honored.

    11Pets will only process your Personal Data if:

    • you have unambiguously given your consent; or
    • such processing is necessary for the performance of your contract with 11Pets to which you are a party; or
    • the processing is necessary for compliance with a legal obligation to which 11Pets is subject; or
    • the processing is necessary to protect your vital interests; or
    • the processing is necessary for the performance of a task carried out in the public interest or in the exercise of official authority vested in 11Pets or in a third party; or
    • the processing is necessary for the purposes of the legitimate interest pursued by 11Pets or by the third party, except where such interests are overridden by the interests for your fundamental rights and freedoms which require protection.

    We take strong precautions to ensure:

    1. that your personal data are collected for specified, explicit and legitimate purposes
    2. that your personal data are processed fairly and lawfully
    3. that your personal data can be accessed only by authorized personnel for legally authorized purposes;
    4. the protection your Personal data stored, or transmitted, against accidental or unlawful destruction, accidental loss or alteration and unauthorized or unlawful storage, processing, access or disclosure; and
    5. the implementation of a security policy with respect to the processing of your personal data.

    We will ensure, to the best of our ability, that your e-commerce transactions are safe and secure. When you place orders, or access your personal account information, you're utilizing secure server software SSL, which encrypts your personal information before it's sent over the Internet. SSL is one of the safest encryption technologies available.

    While we use encryption to protect sensitive information transmitted online, we also protect your information offline. Only employees who need the information to perform a specific job are granted access to Personal Data. Our computers/ servers, in which we store Personal Data, are kept in a secure environment.

    Your Personal Information is never shared outside 11Pets and Affiliates without your permission, except under conditions explained above. Inside the company, data is stored in password-controlled servers with limited access. Your information may be stored and processed in pain or any other country where 11Pets and Affiliates are located.

    In the unlikely event of any unlawful access to any Personal Data stored on our equipment or in our facilities, or unauthorized access to such equipment or facilities resulting in loss, disclosure or alteration of Personal Data (“Security Incident”) we will:

    1. Notify you of the Security Incident
    2. Investigate the Security Incident and provide you with information about such Incident
    3. Take all reasonable steps to mitigate the effects and to minimize any damage resulting from such an Incident.

    Our obligation to report or respond to a Security Incident, under this Section, is not and will not be construed as an acknowledgement of any fault and/or liability and/or breach of any term or legal obligation, by 11Pets and Affiliates, with respect to the Security incident.

    Any unsuccessful attempt, by third parties, to instigate a Security Incident will not be subject to this “Security” section.

    An unsuccessful security incident is one that will not have as a result:

    • retrieving of unauthorized Personal Data; and/or
    • the accessing any of the 11Pets’ equipment or facilities storing such Personal Data

    An unsuccessful attempt may include inter alia the following:

    1. pings
    2. broadcast attacks on firewalls or edge servers
    3. port scans
    4. unsuccessful log-on attempts
    5. denial of service attacks
    6. packet sniffing
    7. other unauthorized access to traffic data that does not result in access beyond IP addresses or headers
    8. other similar incidents that will not result in the breach of the security provided and the retrieving of any Personal Data stored on our computers/ servers, by third parties.

    Notification of any Security Incident will be delivered to your administrator by any means we select, including via e-mail. It is your sole responsibility to ensure your administrator maintains accurate contact information on the 11Pets Services portal, at all times.

    In the event of unauthorized use of your credit card, you must notify your credit card provider in accordance with its reporting rules and procedures.

    You will only be able to access and amend your Personal data by accessing such information through our website (11pets.com). You also have a significant role in protecting your information. No one can see or edit your Personal Information without knowing your user name and password, so do not share these with others.

  21. NOTICE TO PARENTS
  22. Parents or guardians: we want to help you guard your children's privacy. We encourage you to talk to your children about safe and responsible use of their Personal Information while using the Internet. The 11Pets site does not publish content that is targeted to children under the age of 16 and does not offer a Kids account

    Without prejudice to the general contract law of EU Member States (such as the rules on the validity, formation or effect of a contract in relation to a child),11Pets the processing of personal data of a child, under the age of 16, can be undertaken by 11Pets only if and to the extent that consent is given or authorized by the holder of parental responsibility over the child. Thus, parents or guardians are responsible for giving their consent for any such Personal Information their children may provide online, through the 11Pets website and/or mobile applications.

  23. PARTNERS
  24. If you designate an 11Pets’ partner, for example, by purchasing the Services in response to a partner request or quote, or by designating a partner to assist in the use or administration of the Services, you automatically authorize 11Pets to make such information available to the partner.

  25. DATA LOCATION
  26. “Location data" means any data processed in an electronic communications network, indicating the geographic position of the terminal equipment of a user of a publicly available electronic communications service.

    11Pets uses various technologies that might implicitly or explicitly lead to determining the Location data including, IP address, GPS and other sensors by the different 11Pets services and/or products.

    11PetsYour location data, as a user or subscriber of the 11Pets website or mobile application, will be processed if you decide to use 11Pets’ value-added services including, inter alia:

    • the location of professionals around the world and near you (“search for professionals’ feature”); and/or
    • The location of pets that can be adopted (“adopt” feature)

    If you decide to use one or both, of the two aforementioned features, you automatically authorize 11Pets to be able to process your location data so as to provide the necessary Services that you have requested.

    The duration of the processing of the relevant information, such as your current position’s latitude and longitude, will be limited to your browsing needs and the provision of the search results. 11Pets will restrict the processing of your location data only to the provision of such Services. The information retrieved is not shared with others.

    If you so wish you may turn off the “background location” so that your location cannot be made known by 11Pets and Affiliates.

    Your Service’s data may be transferred to, stored and processed in any country where 11Pets and Affiliates maintain facilities

  27. CHANGES TO THIS PRIVACY STATEMENT
  28. We may occasionally update this privacy statement to reflect customer feedback and changes in our Services. When we post changes to this statement we will revise the “last updated” date at the top of the statement. If there are material changes to this statement or in how 11Pets will use your information, we will notify you by either posting a notice of such changes before they take effect, or by direct notification. We encourage you to periodically review this privacy statement to learn how 11Pets is protecting your information.

  29. ENFORCEMENT
  30. If for some reason you believe 11Pets has not adhered to the principles set out in this Privacy Policy, please contact us and we will do our best to determine and correct the problem promptly. Be certain the words “Privacy Policy” are in the Subject line.

  31. HOW TO CONTACT US
  32. 11Pets welcomes any comments, questions on our privacy and security commitments and/or any other technical or customer support questions; please contact us at support@11pets.com