Privacy policy

Freezbone Privacy Policy

United Kingdom • Last Updated: 22 July 2026

1. Who We Are

Freezbone LTD ("Freezbone", "we", "our", "us") is the controller of your personal data for the purposes of the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We are a company registered in England and Wales under company number 16470855.

Registered office: Floor 8, Room 10, St James House, E76 Pendleton Way, Manchester, M6 5FW, United Kingdom.

UK business address: Unit A, 82 James Carter Road, Mildenhall, IP28 7DE, United Kingdom.

Contact for all privacy matters: team@freezbone.com, or write to us at either address above, marked "Data Protection".

This Privacy Policy explains how we collect, use, share, and protect personal data when you visit our website, purchase our products, submit reviews or other content, sign up to our marketing communications, or otherwise interact with us (together, our "Services").

2. Scope of This Policy

This policy applies to personal data we process as a controller in connection with our Services. It does not apply to third-party websites, platforms, or services that we link to but do not control (for example, social media platforms and payment providers acting as independent controllers); their own privacy notices apply to their processing, and we accept no responsibility for their practices. Please review their policies before providing them with personal data.

3. Personal Data We Collect

Depending on how you interact with us, we may collect:

Identity data: name, username or handle, and title.
Contact data: email address, postal and delivery address, and telephone number.
Transaction data: details of orders, purchases, refunds, and payments to and from you. Card payments are processed by our payment providers; we do not store your full card number.
Technical data: IP address, browser type and version, device identifiers, time-zone setting, operating system, and platform.
Usage data: information about how you use our website, products, and Services, including pages viewed and links clicked.
Marketing and communications data: your preferences in receiving marketing from us, your consent records, and your communication preferences.
User content: reviews, ratings, testimonials, photographs, videos, comments, survey responses, and correspondence you submit to us, together with any personal data they contain.
Pet profile data: information you choose to share about your pet (e.g. name, breed, size, dietary needs). We treat information about your pet as your personal data where it is linked to you.

We do not intentionally collect special category data (such as health, religious, or biometric data) about you, and we ask you not to submit it. If you do, you agree we may delete it.

Where we need to collect personal data by law or under the terms of a contract with you and you do not provide it, we may be unable to perform that contract (for example, we cannot deliver an order without a delivery address).

4. How We Collect Your Data

Directly from you — when you place an order, create an account, submit a review, enter a promotion, complete a survey, sign up to marketing, or contact us.
Automatically — through cookies and similar technologies as you use our website (see Section 7).
From third parties — such as our e-commerce platform, payment providers, analytics providers, advertising platforms, delivery carriers, and social media platforms where you interact with our content, in each case acting within their lawful roles.

5. How and Why We Use Your Data — Lawful Bases

Under the UK GDPR, we only process your personal data where we have a lawful basis. We rely on the following:

Performance of a contract: to process and deliver your orders, manage payments and refunds, provide customer support, and administer your account.
Legitimate interests: to operate, secure, improve, and promote our business — including website analytics and improvement, fraud prevention, network and information security, defending and exercising legal claims, direct marketing by email to existing customers under the "soft opt-in" (see Section 6), publishing and using customer reviews and testimonials (including in advertising, as described in our Terms of Use), and general business administration. Where we rely on legitimate interests, we have balanced our interests against your rights and concluded they are not overridden; you may object at any time (see Section 12).
Consent: for SMS/MMS marketing, for email marketing to non-customers, and for non-essential cookies. You may withdraw consent at any time, which will not affect processing carried out before withdrawal.
Legal obligation: to comply with laws that apply to us, including tax, accounting, consumer protection, and product safety obligations, and to respond to lawful requests from regulators and authorities.

Where we process your data for a new purpose, we will ensure it is compatible with the original purpose or establish a new lawful basis, as required by law.

6. Marketing Communications

Email: in line with the Privacy and Electronic Communications Regulations 2003 (PECR), we may send email marketing about our similar products to existing customers under the "soft opt-in", and to others only with consent. Every marketing email contains an unsubscribe link.
SMS/MMS: we send text marketing only where you have consented. You can opt out at any time by replying STOP (or END, CANCEL, UNSUBSCRIBE, or QUIT) to any message, or by emailing team@freezbone.com.
Advertising audiences: we may use hashed contact details to create or match advertising audiences on platforms such as Meta, Google, and TikTok, relying on our legitimate interests (or consent where required). You can object at any time.

Opting out of marketing does not affect service communications relating to your orders (e.g. order confirmations and delivery updates), which we will continue to send.

7. Cookies and Similar Technologies

Our website uses cookies and similar technologies. Strictly necessary cookies (required for the site and checkout to function) are set on the basis of our legitimate interests. Analytics, personalisation, and advertising cookies are set only with your consent, which you can give, refuse, or withdraw via our cookie banner or browser settings. Blocking some cookies may affect site functionality. For details of the cookies we use and their durations, see our cookie notice on the website.

8. Who We Share Your Data With

We do not sell your personal data. We share it only as follows, and we require all third-party service providers processing data on our behalf to do so under contract, only on our instructions, and with appropriate security measures:

Service providers (processors): e-commerce and website hosting, payment processing, email and SMS marketing platforms, review platforms, customer support tools, analytics providers, and IT support.
Delivery carriers: e.g. Royal Mail, Evri, DPD, DHL, FedEx, and USPS, who receive your name, address, and contact details to deliver your order and act as independent controllers for their own delivery operations.
Advertising platforms: as described in Section 6.
Professional advisers: lawyers, accountants, auditors, bankers, and insurers, where reasonably necessary.
Authorities: HMRC, regulators, courts, and law enforcement, where we are legally required or permitted to do so, or to establish, exercise, or defend legal claims.
Business transfers: a buyer or prospective buyer (and its advisers) in connection with any sale, merger, restructuring, or transfer of some or all of our business or assets, in which case the new owner may use your data in the same way as set out in this policy.

9. International Transfers

Some of our service providers are located, or store data, outside the United Kingdom (including in the United States and the European Economic Area). Where we transfer your personal data outside the UK, we ensure a similar degree of protection by using at least one of the following safeguards: transfers to countries covered by UK adequacy regulations; the UK International Data Transfer Agreement (IDTA) or the UK Addendum to the EU Standard Contractual Clauses; or, for US providers, certification under the UK Extension to the EU–US Data Privacy Framework. You may contact us for further information about the specific mechanism used for a given transfer.

10. How Long We Keep Your Data

We keep personal data only for as long as reasonably necessary for the purposes for which it was collected, including to satisfy legal, accounting, tax, and reporting requirements, and to establish, exercise, or defend legal claims. As a guide:

Order and transaction records: 6 years from the end of the relevant financial year (tax and accounting obligations, and the limitation period for contract claims).
Customer account data: for as long as your account is active, plus a reasonable period thereafter.
Marketing data: until you opt out or withdraw consent; we then retain a minimal suppression record (e.g. your email address or phone number) so we can honour your opt-out.
Reviews and testimonials: for as long as they remain published or in use in our materials, subject to your rights under Section 12.
Correspondence and complaints: up to 6 years from resolution.

In some circumstances we may anonymise your data (so it can no longer be associated with you), in which case it is no longer personal data and we may use it indefinitely without further notice to you.

11. Security

We have put in place appropriate technical and organisational measures to protect your personal data against accidental loss and unauthorised access, use, alteration, or disclosure, including encryption in transit, access controls, and vetted service providers. We limit access to your personal data to those who have a business need to know it. We have procedures in place to deal with any suspected personal data breach and will notify you and the Information Commissioner’s Office (ICO) where we are legally required to do so. However, no transmission of data over the internet can be guaranteed to be completely secure, and any transmission is at your own risk to the extent permitted by law.

12. Your Rights

Under the UK GDPR, you have the right to:

Access — request a copy of the personal data we hold about you.
Rectification — ask us to correct inaccurate or incomplete data.
Erasure — ask us to delete your data in certain circumstances.
Restriction — ask us to limit how we use your data in certain circumstances.
Data portability — receive certain data in a structured, commonly used, machine-readable format.
Objection — object to processing based on legitimate interests, and object at any time to direct marketing (which we will always stop on request).
Withdraw consent — at any time, where processing is based on consent.

These rights are not absolute and are subject to the conditions and exemptions in the UK GDPR and the Data Protection Act 2018; where an exemption applies, we will explain this in our response where we lawfully can. To exercise any right, email team@freezbone.com. We may need to verify your identity before acting on a request, and we may ask you for further information reasonably needed to locate your data. We will respond within one month; where a request is complex or you make multiple requests, we may extend this by up to two further months, and we will tell you if so. We do not charge a fee unless a request is manifestly unfounded or excessive, in which case we may charge a reasonable fee or refuse to act on the request, and we will explain why.

13. Children

Our Services are not directed at children under 16, and we do not knowingly collect personal data from them. If you believe a child has provided us with personal data, please contact us and we will delete it.

14. Automated Decision-Making

We do not make decisions about you based solely on automated processing that produce legal effects concerning you or similarly significantly affect you. Our payment and platform providers may use automated fraud-screening on transactions; where this results in a declined transaction, you may contact us to have it reviewed.

15. Changes to This Policy

We may update this Privacy Policy from time to time. The "Last Updated" date at the top shows when it was last revised. Where changes are material, we will take reasonable steps to notify you (for example, by email or a website notice). Please review this policy periodically.

16. Complaints

If you have a concern about how we handle your personal data, please contact us first at team@freezbone.com — we would appreciate the chance to resolve it directly. You also have the right to lodge a complaint at any time with the UK supervisory authority, the Information Commissioner’s Office (ICO): ico.org.uk • telephone 0303 123 1113 • Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.

17. Contact

Freezbone LTD — team@freezbone.com

Company: Freezbone LTD, registered in England and Wales, company number 16470855.