Privacy policy

tQel, a trading name owned by FIVEDOX S.L., operates this store and website, including the data, content, features, tools, products and services offered to customers and users — hereinafter, the “Services”.

tQel uses Shopify technology to provide the Services and manage certain e-commerce functions.

This Privacy Policy describes how we collect, use, retain and disclose your personal data when you visit or use the Services, make a purchase or other transaction, create an account, subscribe to our communications or contact us by any means.

In the event of any conflict between our Terms of Service and this Privacy Policy, this Privacy Policy shall prevail with regard to the collection, processing and disclosure of personal data.

Please read this Privacy Policy carefully. By accessing or using the Services, you are informed about how we process your personal data in accordance with the provisions of this document.

 

Data Controller

The data controller responsible for the processing of personal data is:

FIVEDOX S.L.
Trading name: tQel
Tax ID (CIF): B84463868
Registered address: C/ César Cort Botí, 76, 3.º E, Madrid, Spain
Email: hello@tqel.es

FIVEDOX S.L. acts as the data controller for data managed directly by tQel, without prejudice to those processing activities in which Shopify or other providers act as independent data controllers.

 

Personal information we collect or process

When we use the term “personal information” or “personal data”, we mean any information that identifies you or that can reasonably be linked to you.

Data that has been anonymised or processed in such a way that you can no longer be identified is not considered personal data.

Depending on how you interact with the Services, we may collect or process the following categories of personal data:

Identification and contact details

· First and last name.
· Billing address.
· Shipping address.
· Country or locality.
· Telephone number.
· Email address.
· NIF, NIE or other identification document where required for invoicing or compliance with legal obligations.

Financial and payment information

· Selected payment method.
· Payment confirmation and status.
· Billing details.
· Transaction information.
· Returns, refunds or cancellations.

Account information

· Username.
· Encrypted login credentials.
· Preferences.
· Saved addresses.
· Account settings.
· Order history.

Transaction information

· Products viewed.
· Products added to the cart.
· Products saved or marked as favourites.
· Purchases made.
· Exchanges, returns and cancellations.
· Order history.
· Delivery information.

Communications with us

· Contacting Customer Service.
· Making an enquiry.
· Submitting a complaint.
· Requesting information about a product.
· Reporting an issue.
· Requesting a return or exchange.
· Communicating with us by email, telephone, forms, WhatsApp or social media.

Device and connection information

· IP address.
· Device type.
· Operating system.
· Browser.
· Device settings.
· Unique identifiers.
· Connection and network data.
· Approximate location obtained from the IP address.

Usage information

· Pages visited.
· Products viewed.
· Date and time of access.
· Interactions with content.
· Started or abandoned carts.
· Responses to campaigns and communications.
· How you use or browse the store.

Commercial information and preferences

· Commercial preferences.
· Interests.
· Purchase history.
· Products viewed.
· Interactions with newsletters.
· Participation in promotions.
· Communication preferences.

Full bank card details are processed directly by Shopify, financial institutions or the payment providers enabled in the store. As a general rule, tQel does not store full card numbers.

 

Required information

When we request personal data through a form, we will indicate which information is mandatory.

· Processing an order.

· Managing payment.

· Delivering the products.

· Issuing an invoice.

· Creating an account.

· Managing a return.

· Responding to a request.

· Complying with legal obligations.

If you choose not to provide the required information, we may be unable to complete your registration, process your order or provide the requested service.

 

Sources of personal information

Directly from you

When you create an account, visit or use the Services, place an order, subscribe to a newsletter, complete a form, participate in a promotion, contact us or provide us with information by any other means.

Automatically through the Services

We may collect data from your device through cookies, pixels, identifiers and similar technologies. The use of non-essential analytics, advertising or personalisation technologies will depend on the preferences selected in the cookie settings panel.

From our service providers

We may receive information from providers engaged to support the store technology, payments, order delivery, customer service, analytics, marketing, security and fraud prevention.

From Shopify, partners and other third parties

We may receive information from Shopify, social networks, advertising platforms, technology providers or other third parties with whom you have chosen to interact.

 

How we use your personal information

Providing, personalising and improving the Services

· Managing the purchasing process.

· Processing payments.

· Managing orders.

· Arranging shipping.

· Providing information about order status.

· Processing purchases, exchanges, returns and cancellations.

· Issuing invoices and receipts.

· Managing warranties.

· Creating and maintaining your account.

· Remembering preferences.

· Enabling the publication of reviews.

· Handling product-related requests.

· Improving the shopping experience.

Legal basis: Performance of a contract or taking pre-contractual steps at the user’s request.

Managing your user account

· Identifying you as a user.

· Allowing you to access the features of your account.

· Allowing you to view your order history.

Legal basis: Performance of the contractual relationship or taking pre-contractual steps.

Communicating with you and providing Customer Service

· Responding to enquiries.

· Handling complaints.

· Resolving issues.

· Providing product information.

· Managing availability requests.

· Handling enquiries relating to orders, returns or warranties.

· Maintaining our commercial relationship.

Legal basis: Performance of the contract, pre-contractual steps, legitimate interests or compliance with legal obligations, as applicable.

Marketing and commercial communications

· Sending information about products, news, launches, restocks, tQel content, promotions, events and information related to dog care and well-being.

Legal basis: User consent or, where applicable, legitimate interests for communications concerning our own similar products.

Advertising and personalisation

· Personalising content.

· Recommending products.

· Measuring campaigns.

· Creating advertising audiences.

· Displaying advertising in the store or on third-party websites and platforms.

Legal basis: Consent provided through the cookie settings panel.

Usability analysis and improvement of the Services

· Understanding how users use the store.

· Analysing how the website operates.

· Detecting errors.

· Improving navigation.

· Assessing customer satisfaction.

· Improving our products and services.

Legal basis: Consent where non-essential cookies are used; internal analysis using aggregated or anonymised information.

Security and fraud prevention

· Authenticating your account.

· Protecting purchasing and payment processes.

· Detecting suspicious transactions.

· Preventing fraud.

· Investigating unlawful or malicious activities.

· Preventing unauthorised access.

· Protecting our rights and those of our customers.

Legal basis: Legitimate interests and compliance with legal obligations.

Compliance with legal obligations

· Complying with tax, accounting and commercial obligations.

· Responding to requests from authorities.

· Complying with court decisions.

· Investigating breaches of our terms or policies.

· Establishing, exercising or defending legal claims.

· Participating in legal proceedings.

Legal basis: Compliance with legal obligations and, where applicable, legitimate interests.

You can exercise your rights to object to these uses here.

 

Profiling and automated decision-making

We may carry out limited commercial segmentation using information such as purchase history, products viewed, preferences, interactions with communications and browsing data where you have given your consent.

These segmentations may be used to tailor content, communications or recommendations.

As a general rule, tQel does not make decisions based solely on automated processing that produce legal effects concerning the user or similarly significantly affect them.

 

How we disclose personal information

Shopify and technology providers

We may share information with Shopify and with providers that perform services on our behalf, such as technology management, hosting, cloud storage, data processing, order management, customer service, invoicing, security and backups.

Payment providers and financial institutions

The data required to manage payments may be processed by banks, payment platforms, card providers, Shopify Payments, fraud prevention systems and other payment methods enabled in the store.

Logistics and transport providers

We may disclose the data necessary to prepare shipments, transport products, deliver orders, provide information about delivery status and manage returns.

Commercial and marketing providers

Where applicable and where you have given your consent, we may share certain data with providers that help us send communications, analyse campaigns, manage audiences, measure conversions and display personalised advertising.

Social networks and messaging services

If you voluntarily contact us through WhatsApp or interact with our profiles on social media, the relevant platform may also process your data in accordance with its own terms and policies.

When you request or authorise it

We may disclose information when you instruct, request or consent to it, for example, to send you products, use social media features, log in through third-party services or participate in specific promotions or services.

Public authorities and regulatory bodies

We may disclose data to courts and tribunals, tax authorities, law enforcement agencies, consumer protection authorities, data protection authorities and other competent bodies.

Business transactions

Data may be disclosed in connection with a business transaction, such as a merger, acquisition, reorganisation, transfer of assets or insolvency proceedings, subject to the applicable legal safeguards.

 

Relationship with Shopify

The Services are hosted on Shopify.

Shopify collects and processes personal information relating to access to and use of the Services in order to provide, protect and improve its platform and the features used by the store.

Information you submit through the Services may be transferred to Shopify and its providers, which may be located in countries other than your own.

Shopify acts as a data processor when it processes data in accordance with tQel’s instructions in order to provide the e-commerce platform.

For certain processing activities carried out for its own purposes, such as the overall security of the platform, the development of certain services or some advanced features, Shopify may act as an independent data controller.

You can find more information in the Shopify Consumer Privacy Policy and exercise the relevant rights through the Shopify Privacy Portal.

 

Third-party websites and links

The Services may include links to websites or platforms operated by third parties.

If you access pages that are not controlled by us, we recommend that you review their privacy and security policies and terms.

· Third-party privacy practices.

· The security of their systems.

· The accuracy of their content.

· How they use information provided by users.

The inclusion of a link does not necessarily mean that tQel endorses the website, platform or those responsible for it.

Information that you publish in public or semi-public spaces, including social media, may be visible to and used by other users or third parties.

 

Children’s data

The Services are not intended for minors who do not have sufficient legal capacity to enter into contracts.

We do not knowingly collect personal data from minors except as permitted by applicable law.

If a parent or legal guardian believes that a minor has provided us with data without the appropriate authorisation, they may request its deletion by writing to hello@tqel.es.

We have no actual knowledge that we sell or share personal data of children under the age of 16 for personalised advertising purposes.

 

Information security

We apply reasonable technical and organisational measures to protect personal data against:

· Unauthorised access.

· Loss.

· Alteration.

· Destruction.

· Improper disclosure.

· Fraudulent use.

However, no security measure is completely infallible and we cannot guarantee absolute security.

We recommend that you do not use unsecured channels to send us confidential information and that you keep your login credentials secure.

 

Retention of information

Purchases and orders

Data will be retained for as long as necessary to manage the purchase, deliver the order, handle returns, manage warranties, resolve issues and comply with tax, accounting and commercial obligations. Thereafter, it will be duly restricted and retained for the periods required by law.

User account

Data will be retained for as long as you remain a registered user. If you request the closure of your account, we will delete any data that does not need to be retained in order to comply with legal obligations or address potential liabilities.

Customer Service

Data will be retained for as long as necessary to resolve your request and, thereafter, for the applicable periods required to address potential claims.

Commercial communications

Data will be processed until you withdraw your consent, unsubscribe, object to the processing or the data is no longer necessary. We may retain minimal evidence of your unsubscribe request to ensure that we do not send you further commercial communications.

Promotions

When you participate in prize draws, competitions or promotions, the data will be retained for the duration of the relevant activity and for the periods necessary to address potential liabilities.

Cookies

Cookie retention periods will be specified in the Cookie Policy and in the privacy settings panel.

Once the applicable retention periods have expired, the data will be securely deleted or anonymised.