🐾 Free delivery in the USA

🐾 Hand-picked with love for US pets

🐾 30-day happy-pet returns

Privacy policy

Privacy Policy

Last updated: 16 August 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.

We are established in the United Kingdom and sell to customers in the United States. If you are a US resident, US state privacy laws may also give you rights over your personal information — including, if you live in California, under the California Consumer Privacy Act as amended by the CPRA. See section 9 below.

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
Advertising identifiers Cookie and device identifiers, and a hashed (scrambled) version of your email address, phone number and name, used to measure whether an advert led to a visit or a purchase With your consent, when you visit from an advert or place an order
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.
  • TikTok (TikTok Information Technologies UK Limited and its group companies) — for advertising, audience building and conversion measurement. With your consent we share, via the TikTok Pixel and the TikTok Events API, the pages you viewed, items added to your basket and purchases you made (including order value and currency), together with a hashed version of your email address, phone number and name so TikTok can match a purchase to an advert. Hashing scrambles the value before it is sent. TikTok uses this both on our behalf and for its own purposes, including improving its advertising systems. See the TikTok Privacy Policy. You can refuse or withdraw this at any time — see sections 6 and 9.
  • 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. However, US state privacy laws define "selling" and "sharing" broadly: our use of advertising cookies and the TikTok and Google advertising tools described above may count as "sharing" personal information for cross-context behavioural advertising under California law, even though no money changes hands. Section 9 explains how to opt out.

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; our warehousing and fulfilment partners in the United States, who receive the delivery details needed to pick, pack and ship your order; some suppliers and fulfilment partners in China; and our advertising and analytics providers, including TikTok and Google, whose group companies process data in the United States 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 cookie preferences link where these are shown on the site, through your browser settings, or by emailing support@petora.care, which we will always action. 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. Your US state privacy rights

If you live in the United States, your state may give you privacy rights. California residents have rights under the CCPA, as amended by the CPRA, and residents of other states with comprehensive privacy laws — including Colorado, Connecticut, Virginia, Texas and Oregon — have broadly similar rights.

Depending on where you live, you may have the right to:

  • Know what personal information we collect about you, where it came from, why we use it and who we disclose it to.
  • Access a copy of that personal information.
  • Delete personal information we hold about you, subject to legal exceptions such as completing your order or keeping tax records.
  • Correct inaccurate personal information.
  • Opt out of the "sale" or "sharing" of your personal information for targeted or cross-context behavioural advertising.
  • Not be discriminated against for exercising any of these rights. We will not charge you a different price or give you a worse service.

We do not knowingly collect or process the personal information of anyone under 16, and we do not sell or share it.

Do Not Sell or Share My Personal Information

To opt out of advertising cookies and of the sharing described in section 4, you can:

  • Use the cookie banner or cookie preferences link where shown on this site to turn off advertising cookies; or
  • Email support@petora.care with the subject line "Do Not Sell or Share My Personal Information"; or
  • Send a Global Privacy Control (GPC) signal from your browser — we treat a GPC signal as a valid opt-out request.

You do not need an account to opt out, and we will not ask you to create one. An authorised agent may make a request on your behalf; we may ask for proof that you have authorised them.

To exercise any other right in this section, email support@petora.care. We will verify your request by asking you to confirm details we already hold, such as the email address used on an order, and we will respond within 45 days, extending once by a further 45 days where the request is complex — we will tell you if that happens.

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.

If you live in the United States, you may also complain to your state Attorney General. California residents may contact the California Privacy Protection Agency.

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.