Privacy policy
Privacy Policy
Last updated: 29 July 2026
This Privacy Policy explains how ISORA Lumen Ltd ("we", "us", "our"), trading as Petora, collects and uses your personal data when you visit petora.care or place an order, and what rights you have under the UK GDPR and the Data Protection Act 2018.
1. Who is responsible for your data
The data controller is:
- ISORA Lumen Ltd, a company registered in England & Wales
- Company number: 17190265
- Registered office: 128 City Road, London, United Kingdom, EC1V 2NX
- Contact for privacy matters: support@petora.care
2. What personal data we collect
| Category | Examples | When collected |
|---|---|---|
| Identity & contact | Name, email, phone, billing and delivery address | When you order or contact us |
| Order & transaction | Products ordered, order value, order history, returns | When you purchase |
| Payment | Payment confirmation and limited card metadata. We do not store full card numbers — these are handled by our payment providers | At checkout |
| Marketing | Email subscription status and preferences | When you opt in |
| Technical & usage | IP address, device and browser type, pages viewed, cookies and similar technologies | Automatically when you visit |
| Communications | Emails, chat and support messages | When you contact us |
| Reviews | Review content, rating and the name you choose to display | If you submit a review |
3. Why we use your data, and our lawful bases
| Purpose | Lawful basis (UK GDPR) |
|---|---|
| To process and deliver your order, and handle returns and refunds | Performance of a contract |
| To take payment and screen for fraud | Contract; legitimate interests; legal obligation |
| To provide customer support | Contract; legitimate interests |
| To keep records for accounting, tax and legal compliance | Legal obligation |
| To send marketing emails about similar products | Consent, or legitimate interests where you are an existing customer (soft opt-in). You can opt out at any time |
| To measure and improve the site, and to advertise | Consent for non-essential cookies and similar technologies; otherwise legitimate interests |
4. Who we share your data with
We share personal data only where necessary, with providers acting on our instructions or where the law requires it:
- Shopify — our e-commerce platform, hosting and order management.
- Payment providers (for example Shopify Payments and PayPal) — to take payment and prevent fraud.
- Suppliers, fulfilment and logistics partners — to fulfil and dispatch your order. They receive the delivery details needed to ship your goods, including your name, address and contact details.
- Shipping carriers and postal services — to deliver your order and provide tracking.
- Google — Google Analytics for site measurement, and Google Ads for advertising and conversion measurement.
- Judge.me — to collect and display product reviews.
- Other Shopify app providers that power store features such as search, upsells, affiliate tracking, cookie consent and social content feeds.
- Professional advisers, auditors and public authorities — where required by law.
We do not sell your personal data for money.
5. International transfers
Some of the recipients above, and members of our own team, are located outside the United Kingdom — our operations team in Bangladesh, who access order and customer data to process orders and provide support, and some suppliers and fulfilment partners in China and elsewhere.
Where personal data is transferred outside the UK we rely on an appropriate safeguard under Article 46 UK GDPR — a transfer to a country with UK adequacy status, the UK International Data Transfer Agreement (IDTA), or the UK Addendum to the EU Standard Contractual Clauses — together with access controls, least-privilege access and encryption in transit. Email support@petora.care to ask which safeguard applies to a particular transfer.
6. Cookies and similar technologies
We use cookies that are strictly necessary to operate the site and, with your consent, cookies for analytics and advertising. You can give, refuse or withdraw consent at any time using the cookie banner or the cookie preferences link on the site. Refusing non-essential cookies will not stop you from shopping with us.
7. How long we keep your data
- Order and transaction records: six years after the end of the relevant accounting period, to meet UK tax and accounting obligations.
- Marketing data: until you unsubscribe or withdraw consent.
- Support communications: normally 24 months.
- Analytics and advertising data: for the retention period set in the relevant provider's tools.
We delete or anonymise personal data when it is no longer needed.
8. Your rights
Under UK data protection law you have the right to: access your data; have it corrected; have it erased in certain circumstances; restrict or object to processing; data portability; and to withdraw consent at any time, without affecting processing that already took place. You also have the right not to be subject to a decision based solely on automated processing that has a legal or similarly significant effect on you — we do not make such decisions.
To exercise any right, email support@petora.care. We will respond within one month. Exercising your rights is free, and we will not treat you differently for doing so.
9. If you live in the United States
We are a UK company, and we apply the same standards to everyone who shops with us. If you are a US resident, some states — including California, Colorado, Connecticut, Virginia and others — give you specific rights over your personal information. Depending on where you live, those may include the right to know what we hold about you, to obtain a copy, to have it corrected or deleted, to opt out of targeted advertising, and not to be discriminated against for exercising those rights.
We do not sell your personal information, and we do not share it for cross-context behavioural advertising in exchange for money. We do use advertising and analytics cookies where you allow them — you can change that at any time through the cookie banner or by emailing us.
Because we are based in the UK, your information is processed in the United Kingdom and by the suppliers and partners listed in section 4, which may include locations outside the United States. Where that happens we protect it with the safeguards described in section 5.
To exercise any of these rights, email info@petora.care. We will verify your request and respond within the time your state law allows. You may use an authorised agent where your state permits it.
10. Marketing and opt-out
You can unsubscribe from marketing emails at any time using the link in any marketing email, or by emailing us. We will still send service messages about orders you have placed.
11. Complaints
If you are unhappy with how we have handled your data, please contact us first at support@petora.care so we can try to put it right. You also have the right to complain to the UK supervisory authority:
Information Commissioner's Office (ICO) — ico.org.uk — helpline 0303 123 1113.
12. Changes to this policy
We may update this policy from time to time. The current version is always published on this page with the "last updated" date shown above.
13. Contact
Email support@petora.care, or write to ISORA Lumen Ltd, 128 City Road, London, United Kingdom, EC1V 2NX.
Petora is a trading name of ISORA Lumen Ltd, registered in England & Wales, company number 17190265.