Privātuma politika
Who is responsible for your information
The controller of your personal information is Calvia OÜ, trading as Natora, Karja tn 8, Tapa, 45106 Lääne-Virumaa, Estonia, registry code 16334016. Email info@natora.com about anything on this page, including a request to see, correct, export or delete your information.
The services we use to run Natora
We share only what each of these needs, and only so they can do a job for us:
- Shopify — our shop, checkout and customer accounts.
- Loop Subscriptions — subscription boxes: your renewal schedule, box choice, allergy notes and order history.
- Our payment providers — card payments and recurring charges. We never see or store your full card number.
- FedEx and our Baltic parcel locker carrier — your name, address, email, phone number and chosen locker, so your box can be delivered and tracked.
- Klaviyo — marketing emails and SMS, and the on-site activity linked to them.
- Smile.io — reward points and referrals.
- Judge.me — review invitations and published reviews.
- Intercom — live chat and support conversations.
- Langify — translating the shop into the languages we sell in.
Some of these companies are based outside the European Economic Area, or use suppliers who are. Where that happens, transfers are covered by the European Commission's standard contractual clauses or another safeguard allowed under the GDPR.
Your dog's details and allergy notes
When you order we ask for your dog's name and anything they cannot eat. We use this to pack your box, and for subscriptions we keep it on your subscription so each box is packed the same way. You can change or remove it any time in your account or by emailing us.
Photos and videos you send us
If you send us photos or videos of your dog, or tag us, we keep them so we can use them on our site, in emails, on social media and in advertising, as set out in our Terms of Service. We rely on your consent for this, and you can withdraw it at any time by emailing info@natora.com. We will stop using them as soon as we reasonably can, although copies may remain in places we do not control, such as other people's reposts.
How long we keep things
Order and invoice records are kept for seven years, because Estonian accounting law requires it. Marketing lists are kept until you unsubscribe. Support conversations are kept for up to three years. Anything we no longer need is deleted or anonymised.
Complaints
If you think we have handled your information badly, please tell us first at info@natora.com. You can also complain to the Estonian Data Protection Inspectorate (Andmekaitse Inspektsioon, www.aki.ee), or to the data protection authority in the EU country where you live.