Privacy Policy – Tandem
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Privacy Policy

Tandem Pet Limited (“Tandem”) is an online retailer selling consumer goods – principally pet nutrition and related products. It promotes its products and services directly to consumers - for example by advertising via telemarketing, post, e-mail, SMS, brochures and catalogues which may involve unsolicited communications or communications to existing customers, and it operates SMS and email newsletter databases to send subscribers details of products and services that may be of interest.

Central to the success of Tandem is our commitment to our customers. We take seriously our obligation to respect and protect the privacy of the personal information of individuals with whom we deal.


The information we collect and hold

We collect personal information about you which is reasonably necessary to:

  • provide you with quality products or services
  • to protect and improve our products (and services) and to develop new ones
  • consider orders and requests and approaches you make to us
  • maintain your contact details

We collect such information in two ways, first from the information you give us (such as when you order a product online or by phone) and information we get from your use of our services, such as when you visit our websites which contain our advertising and you view and interact with our ads and content. In some cases, we collect personal information from third parties, including public sources and our related companies and only ever by lawful and correct means.

We generally hold personal information relating to:

  • the information which you provide to us which is part of your identity, such as your name, e-mail address, phone number or billing information, delivery address and special delivery instructions or other data which can be reasonably linked to such information
  • the products and services we provide or have provided to you
  • the keeping of demographic data, if you are a customer or potential customer of ours
  • the recording of our interactions with you, including by telephone, SMS, email and online
  • your enquiries or complaints.

We do not foresee use and disclosure of sensitive information about you will ever be necessary for any of our functions or activities –meaning information relating to race and ethnicity, political opinion, religious beliefs, sexual preferences and health information. Regardless, it can only come about with your consent.

We may collect information about your affiliation with certain organisations such as professional, trade or hobby associations.

From time to time, Tandem may conduct online surveys that ask you for demographic data, like household information, ages, and so on. Participation in these surveys is always voluntary. Tandem aggregates the responses we receive before using the information to improve the product offering and services we offer.

Tandem may also offer contests that ask for some personal information, such as name, phone number and email address so that we can contact winners.

We also collect personal information from people who submit applications or register interest in employment with us.


How that information is used

We use and disclose personal information about you for the purpose for which it was disclosed to us or for related purposes which would reasonably be expected without your permission with an organisation such as ours.

For example, we may use and disclose personal information to process orders and requests, administer and manage our products and services, including monitoring, auditing, and evaluating those products and services, model and test data, communicate with you and deal with any complaints or enquiries. We may also use and disclose your personal information (on a confidential basis) in connection with acquisitions, mergers or changes in control of our business or assets.

We also use your personal information for marketing purposes, such as to provide information about products, promotions and services which we expect may be of interest to you. However, we do respect your right to ask us not to do this. We have a simple opt-out regime in place.
We do not sell personal information to other organisations to allow them to do this.

We may share personal information inside Tandem and may disclose personal information outside Tandem:

  • to service providers who provide services including website and technology services, internet service providers, credit gateways, archival, auditing, accounting, customer contact, legal, business consulting, banking, payment, delivery, data processing, data analysis, information broking, mailing, marketing, research, investigation, insurance, identity verification and maintenance,
  • as required by relevant laws or rules and to people you nominate with your permission.

In some circumstances, the parties with whom we share personal information may operate outside of New Zealand e.g. Australia and the USA. Where this occurs, we take steps to protect personal information against misuse or loss.

We will ask for your consent before using information for a purpose other than those that are set out in this Privacy Policy.


Keeping information accurate and up to date

We take reasonable steps to ensure that the personal information that is collected, used or disclosed is as accurate and complete as is possible and is up- to- date. You are able to contact us at any time and ask for its correction or if you feel the information we have about you is irrelevant to its use.


Keeping information secure

We use security procedures and technology to protect the information we hold. Our practice in relation to access to and use of personal information within our group seeks to prevent misuse, interference, loss and unauthorised access, modification or disclosure.

If other organisations provide support services, we require them to appropriately safeguard the privacy of the information provided to them.
Where the personal information we collect is no longer required, we delete the information or permanently de-identify it.

If your access to our services is password protected, we recommend you do not disclose your password to anyone. To further protect your personal information, your log-in time may automatically expire after a certain period of inactivity.


How you can access or correct your information

You can contact us as set out below to request access to or correction of your personal information. In normal circumstances we will give you full access or make the requested corrections to your information. However, atypically for an entity such as Tandem, there may be legal or administrative reasons to refuse the amendment request and if this is the case we will provide you with the reasons why. If you disagree, you may ask us to make a note that your requested correction be held and associated with the information.


Dealing with Tandem Online

When you visit our websites you will browse anonymously unless you have logged into or accessed the website from a personalised communication from us.

For all visitors to our web site, we use cookies to collect anonymous information such as the server your computer is logged on to, your browser type (for example, Internet Explorer, Chrome or Firefox), and your IP address. An IP address is a number that is assigned to your computer automatically and required for using the Internet. We may also derive the general geographic area associated with an IP address.
If you are an anonymous visitor, the information we collect is not capable of personally identifying you.

Once you have logged into a Tandem portal, accessed our website from an e-mail or other personalised communication sent to you or provided us with personal information by completing a form online, we may be able to identify you. If we have identified you, we may be able to link your identity to your previous anonymous browsing history and collect information about your possible future use of our websites, irrespective of how you access our sites (e.g. by clicking a link in an advertisement or from a third party website). In addition, we may combine that information about your use of our websites with certain other online and offline information we have about you in order to tailor your online experience and provide you with further information. If you would prefer not to be identified, you can delete the cookies and reconfigure the cookie preferences on your internet browser (see below).



A 'cookie' is a packet of information placed on your computer when you visit a website used for recognition/user preference/record keeping purposes. Cookies are generally used on Tandem sites to:

  • access online services - if you visit a Tandem website, we will use cookies to enable us to authorise your access and save your preferences
  • manage advertising - we use advertising companies (such as AdRoll) to deliver our online advertising. When you see one of our ads on a third party website, cookies are sometimes used to collect anonymous information about what pages you visit and the type of software you are using. This data may be used by third parties (such as AdRoll) to target advertising on other sites based on your online activity.
  • monitor traffic- we use tracking technology to gather anonymous information about how people are using our sites. This information includes the time of visit, pages visited, and some system information about the type of computer you are using. We use this information to enhance the content and services offered on the site
  • collect identifiable information about your use of our websites - if we have identified you as a result of you logging into a Tandem portal or accessing our website from an e-mail or other personalised communication sent to you or providing us with personal information by completing a form online.

You can configure your browser to accept all cookies, reject all cookies, or notify you when a cookie is sent.

If you disable the use of cookies on your web browser or remove or reject specific cookies from our websites or linked sites, then you may not be able to gain access to all of the content and facilities on those websites.  


Text Marketing and Notifications

By entering your phone number in the checkout and initialising a purchase, subscribing via our subscription form or via keyword, you agree that we may send you text notifications about your order (including abandoned cart reminders) and text marketing offers. Text marketing messages will not exceed 30 per month. You acknowledge that consent is not a condition for any purchase.

If you wish to unsubscribe from receiving text marketing messages and notifications, reply with STOP to any mobile message sent from us or use the unsubscribe link we provided you within any of our messages. You understand and agree that alternative methods of opting out, such as using alternative words or requests, will not be accounted as a reasonable means of opting out. Message and data rates may apply.

For any questions, please text HELP to the number you received the messages from. You can also contact us for more information. If you wish to opt out, please follow the procedures above.


Contact Us

If you have any questions regarding our privacy policy or handling of information, please direct your enquiry to Where you contact us seeking a resolution of your privacy concerns, we will respond to let you know who will be handling your matter and when you can expect a further response. If your concerns are not resolved to your satisfaction, you may have the right to escalate your complaint to an external dispute resolution scheme or regulatory authority. We can provide further details of the appropriate scheme/regulator for you on request, as these may vary by jurisdiction or product.


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