Privacy & Cookie Policy

K9 Mobility is committed to protecting your privacy and maintaining your trust and confidence when making enquiries and purchasing our products. We use the information we collect about you and your pet to process orders and enquiries. Please read on for details about our privacy policy.

Controllers of personal information
Any personal information provided or to be gathered at is controlled by K9 Mobility, 4 Monaltrie Way, Ballater, Aberdeenshire AB35 5PS.

What information do we collect? How do we use it?
When you make an enquiry or request information, we need to know your name, phone number and email address. Depending on the nature of your enquiry, we may also need information on your pet, their injury & condition and your Vet. This allows us to process and fulfil your request and respond to you in an appropriate manner.

When you make an order for an ‘off the shelf’ product, we need to know your name, billing & delivery addresses, email address and telephone number. This allows us to process and fulfil your order and to contact you should any queries arise. 

When you make an order for a bespoke product, we need to know your name, postal address, email address, telephone number, information on your pet, their injury & condition and your Vet. This allows us to process and fulfil your order. This information will be logged onto our customer management systems which is held on a secure server and local, networked computers that are password protected and will only be used by K9 Mobility to fulfil your order and to contact you with regards to that order.

How does K9 Mobility protect customer information?
When you make an online purchase we use a secure server. When you order a bespoke product or make an enquiry, we use local networked computers that are password protected.  Furthermore, as required by The General Data Protection Regulation (GDPR), strict security procedures are followed in the storage and disclosure of any information that you have given, to prevent unauthorised access.

Back up of information:
Information relating to purchases via our web shop, are held by K9 Mobility on a secure server at our web hosting company, Layershift Ltd, Delta House, Wavell Road, Manchester M22 5QZ. 

Information relating to orders for bespoke products and enquiries, are held at our offices at Elmtree House and reside on local, networked computers that are password protected. All information is backed up at least once a day.

K9 Mobility use of cookies:
This website uses cookies to track use and allow customers to purchase items. You are entitled and free to refuse cookies. However, this may prevent you from purchasing products. This is because anonymous cookies are used during the checkout process ensuring that items added to or removed from your basket are accurately counted before you pay.

Will  K9 Mobility disclose the information it collects to outside parties?
K9 Mobility does not sell, trade or rent your personal information to others. We only use it for our own procedures to fulfil orders and answer enquires.

Bespoke products, such as, but not limited to, Veterinary Orthotics & Prosthetics, Hobble Vests and Doggy Dollie carts, are fabricated at either the OrthoPets Clinic in Denver, Colorado, USA, or by MacLaren srl in Italy. K9 Mobility will provide these companies personal data and data relating to your pet, only for the purpose of fabricating the required bespoke product and in order to ship directly to you where relevant. They may not use it for any other purposes and are required to process the data in accordance with the General Data Protection Regulations in effect in their country.

Financial Information:
When paying for a purchase online K9 Mobility do not store your card details. Payments are handled by SagePay and the transaction is secured with SSL encryption.

If a payment is taken over the phone K9 Mobility will ask you for your card details in order to make the transaction. These card details are never stored. Information regarding a transaction for invoice purposes will be held securely for at least 7 years. 

Email Marketing: 
K9 Mobility do not send marketing emails.

Who has access to your information?
Information held about our customers and their enquiries is only accessible by K9 Mobility office staff. Computers are locked with individual usernames and passwords.

K9 Mobility operate a clear desk policy and will never store financial information on databases or on desks. Any financial information that is taken during a payment process e.g. cardholder receipts, will be immediately shredded, or sent to the customer if they have requested it.

Information held on our web shop (names, postal and email addresses and telephone numbers) are accessible to you, and you may change your details at any time, either online or by contacting K9 Mobility directly. 

In summary:
We are committed to protecting your privacy. We use the information we collect on our website, by telephone and via email to make ordering and requesting information at K9 Mobility possible. We do not sell, trade or rent your personal information to others.

Your consent:
By using our website, you consent to the collection and use of this information by K9 Mobility.


Necessary Cookies

PHPSESSID - This cookie is native to PHP applications such as this website. The cookie is a session variable used to store and identify a users’ unique session ID for the purpose of managing the users activity on the website during the visit. It is vital to the operation of the website. The cookie is only used for that user session and is deleted when all the browser windows are closed by the user.

Google Analytics Cookies

We use cookies on our site for Google Analytics. Google Analytics is a web analytics tool that helps website owners understand how visitors engage with their website. Google Analytics customers can view a variety of reports about how visitors interact with their website so that they can improve it. Like many services, Google Analytics uses first-party cookies to track visitor interactions as in our case, where they are used to collect information about how visitors use our site. We then use the information to compile reports and to help us improve our site. Google Analytics collects information anonymously. It reports website trends without identifying individual visitors.

Refusing or Deleting Cookies

You may refuse or delete cookies by activating the setting on your browser which allows you to refuse or delete the setting of cookies. However, if you select this setting you may be unable to access certain parts of our site.

You may opt out of Google Analytics without affecting how you visit our site - for more information on opting out of being tracked by Google Analytics across all websites you use, visit this Google page.