Privacy Policy

Last updated: 12 May 2021

This privacy policy describes how Lucky Paws collects and uses information from you when you access our website, visit or make a purchase at one of our stores, contact our customer service team, apply for a job, engage with us on social media, or otherwise interact with us.

We encourage you to review this policy to stay informed about our privacy practices. By using or accessing our services, you agree that you have read and understood the collection, storage, and use of your information as described in this privacy policy.

Collection of Information

Information You Provide to Us

We collect information you provide to us, for example when you create an account, fill out a form, apply for a job, make a purchase, or otherwise contact us. The personal information we collect includes your name, phone number, email address, postal address, and your pet’s information (name, breed, gender, date of birth etc).

If you interact with us on social media we may collect your usernames or account identifiers and media (photos etc) you may choose to share with us.

Automatically Collected Information

We and our service providers may use common technologies such as cookies, web beacons, log files, Flash, social media widgets, and others to automatically collect and store data about your use of your services, visits to our stores, and online interactions with us.  The types of information these tools may collect include IP address and location information, the type of browser you use, hardware model and operating system, mobile device identifiers, service providers or mobile carriers, the date and time you visit our site, and pages you access.

When you make a purchase, we collect information about the transaction including services provided, product details, price of service/purchase, and date and location of the transaction.

Calls to our stores may be recorded, and video cameras are utilized in our stores for security purposes.

Use of Information

We may collect and use information about you for the following purposes:

-To provide and improve our services, process payments, and respond to your customer service requests

-To communicate with you regarding your pet’s upcoming appointments and grooming services, to facilitate our quality control process through reviews, and to provide you offers by email, telephone, SMS, and social media as appropriate

-To perform business reporting and analytics and help us better understand who is using our services, and analyze the performance of our services and marketing campaigns 

-To personalize your online experience and provide advertisements based on your preferences, browsing history, IP address, and purchasing information.

-To prevent fraudulent activity

-To evaluate your employment application and qualifications

-To debug and repair errors

Sharing of Information

Your information may be shared as follows:

-With consultants that perform services with us including payment processing, email and mobile marketing, analytics, call center services, technical support, and our appointment booking service.

-With the public if you elect to write a product review on our website or on a third party platform such as Yelp or social media sites if you choose to make it available to the public.

-With veterinarians to help facilitate treatment of your pet, in the event that your pet requires medical attention.

-In response to a request from law enforcement or by public authorities to comply with regulatory obligations and laws.  We may share your information with fraud prevention service providers in connection with suspected illegal activity, or to defend ourselves in legal matters.

-In connection with any merger or sale of all or a portion of Lucky Paws or its assets

External Content and Third Party Privacy Policies

Our site or apps may have links to third party sites (such as the Facebook “Like” button) that have their own privacy policies.  Your use of social media plug-ins and other such features is governed by the privacy policies of these external parties.  Please review their privacy policies, as we are not responsible for the practices of these sites.  When applying for a job with us, the policies of our applicant processing partners will govern the submission of your application.

Data Security

We use a variety of administrative, physical, and technical safeguards to protect personal information collected from and about our customers. However, no website or application is 100% secure.  You should also take reasonable steps to protect your personal information such as choosing secure passwords and changing them often, using unique passwords for different accounts, signing off after using shared devices, and keeping your account information private.  We will never request your password or credit card information via email.


We do not knowingly collect any personal information from children under the age of 13.  If made aware we have collected information from children under the age of 13, we will make reasonable efforts to promptly remove such information.

Your Choices

Account information

You can update your account information at any time by calling your local Lucky Paws store.  We can turn off email notifications, text notifications, or remove your account information entirely at your request.

Location information

Your mobile device preferences can be changed to allow or disallow location information collection.


You are free to set your browser settings to decline cookies, however, this may limit your ability to use certain features on our site.

Changes to This Privacy Policy

This privacy policy may be updated periodically.  The date at the top of the policy will be revised, and in some cases we may provide you with additional notice of changes.

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