Privacy Policy

Effective: 7 July 2026

This Privacy Policy explains how VANTOR GROUP LTD ("we", "us", "our"), trading as Snoutsong, collects and uses personal information when you use our website, generate a preview, contact us, or place an order.

1. Who we are

We are VANTOR GROUP LTD, a company registered in England and Wales with company number 16932080. Our registered office is 61 Bridge Street, Kington, United Kingdom, HR5 3DJ.

We are the data controller for personal information we collect about you. You can contact us at hello@snoutsong.com.

2. What this Policy covers

This Policy applies to personal information we collect through:

our website and checkout;
pre-purchase previews;
orders you place with us;
customer support and other communications;
marketing emails and SMS messages, if enabled and if you opt in;
cookies, pixels, and similar technologies; and
fraud prevention, security, analytics, and advertising tools.

3. Personal information we collect

Identity and contact details: name, email address, billing address, shipping address, phone number if provided, and customer account details.
Order information: order number, products purchased, package selected, delivery method, purchase history, refund or revision requests, and customer support records.
Order content: dog details, recipient name, occasion, relationship, memories, messages, lyrics preferences, musical preferences, special requests, photos, voice notes, and other details submitted through the quiz or checkout.
Preview information: preview IDs, preview status, generated preview links, audio preview records, and details used to generate a preview.
Payment information: payment is processed by payment providers. We do not store full card numbers. We may receive limited information such as card brand, last four digits, payment status, fraud signals, transaction ID, billing details, and chargeback information.
Technical information: IP address, device type, browser, operating system, pages viewed, referring URL, session data, cookie IDs, pixel IDs, rate-limit logs, fraud signals, and similar information.
Marketing information: marketing preferences, consent records, email engagement, SMS engagement, ad interactions, and unsubscribe records.

4. Information about other people

You may choose to submit information about another person, such as a gift recipient, family member, child, or memorial subject. You confirm that you have permission or another lawful basis to provide that information to us. Please do not submit sensitive information unless it is necessary for the order and you have permission to share it.

5. How we use personal information

We use personal information to:

process, produce, personalise, and deliver your order;
generate pre-purchase previews;
process payments, refunds, and chargebacks;
prevent fraud, abuse, spam, and misuse;
provide customer support and respond to messages;
send order updates, delivery links, and service messages;
send marketing emails or SMS messages where you have opted in;
measure advertising and marketing performance, subject to cookie choices and applicable law;
improve our website, products, and service;
comply with legal, tax, accounting, sanctions, payment, and consumer protection obligations; and
establish, exercise, or defend legal claims.

6. Lawful bases under UK and EU data protection law

Where UK GDPR or EU GDPR applies, we rely on the following lawful bases:

Contract: to process and deliver your order, provide previews, handle support, and administer refunds or revisions.
Consent: for optional marketing, non-essential cookies where required, optional voice recordings where required, and other processing where we ask for consent.
Legitimate interests: to improve our service, prevent fraud, protect our website, provide customer support, measure performance, and protect our rights.
Legal obligation: for tax, accounting, consumer protection, payment compliance, and lawful requests.

7. How long we keep information

Order and payment records: up to 7 years for tax, accounting, fraud prevention, and legal recordkeeping.
Delivered digital files: for as long as needed to provide download access, support, revisions, fraud prevention, or legal records, unless deleted earlier.
Voice recordings and raw uploaded media: normally up to 30 days after order completion, unless needed for support, revisions, fraud prevention, or legal reasons.
Preview records and preview audio: up to 12 months unless linked to an order, support issue, fraud prevention, or legal record.
Support communications: up to 2 years from last contact, unless needed longer for a dispute, payment issue, or legal reason.
Marketing records: until you unsubscribe, plus a suppression record so we do not contact you again by mistake.
Analytics records: up to 26 months where applicable.

8. Who we share information with

We may share personal information with:

Shopify and related ecommerce, checkout, hosting, and web pixel services;
payment providers such as Shopify Payments, Stripe, Airwallex, Shop Pay, Apple Pay, Google Pay, PayPal, and similar providers used at checkout;
AI music, audio, video, lyric, and voice processing providers used to create previews or paid orders;
cloud hosting, database, storage, and file delivery providers;
email, SMS, and customer support providers;
analytics and advertising providers, subject to your cookie choices and applicable law;
shipping carriers and fulfilment partners for physical products;
fraud prevention, security, chargeback, and compliance providers;
bot-detection and abuse-prevention providers, including Cloudflare Turnstile, which runs an invisible verification check to protect our forms and file uploads from automated abuse; Cloudflare processes limited technical and interaction data for this purpose as described in Cloudflare's Turnstile Privacy Addendum;
professional advisers, such as accountants, lawyers, insurers, and auditors; and
public authorities, regulators, courts, or law enforcement where required or permitted by law.

9. Selling or sharing personal information

We do not sell personal information for money. Some advertising cookies, pixels, or similar technologies may be treated as "selling", "sharing", or targeted advertising under certain US state privacy laws. You can control non-essential cookies and advertising technologies through our cookie banner or preference tools where available, or by emailing hello@snoutsong.com.

10. International transfers

We are based in the United Kingdom and use providers that may process personal information in the UK, United States, European Economic Area, and other countries. Where required, we rely on appropriate safeguards such as adequacy regulations, the UK International Data Transfer Agreement, the UK Addendum, EU Standard Contractual Clauses, or other lawful transfer mechanisms.

11. Your rights

Depending on where you live, you may have rights to access, correct, delete, restrict, object to, or receive a copy of your personal information. You may also have the right to withdraw consent, opt out of marketing, opt out of targeted advertising or sale/share of personal information, and appeal a privacy decision where local law provides that right.

To exercise your rights, email hello@snoutsong.com. We may need to verify your identity before responding. We aim to respond within 30 days unless a different legal timeframe applies.

You may complain to the UK Information Commissioner's Office at ico.org.uk or to your local data protection authority.

12. Cookies and tracking

We use cookies, pixels, tags, local storage, and similar technologies. Essential cookies are needed for the website, cart, checkout, security, and fraud prevention. Non-essential analytics and marketing technologies are used subject to your choices and applicable law. Please see our Cookie Policy for more information.

13. Marketing

If you opt in to marketing, we may send you emails or SMS messages about products, offers, and updates. You can unsubscribe at any time using the unsubscribe link or instructions in the message, or by contacting us.

14. Children

Our website and services are not directed at children under 13 and we do not knowingly collect personal information directly from children under 13. If you are in the UK or EEA, our services are not directed at children under 16. If you believe a child has provided personal information to us without appropriate permission, contact us and we will delete it where required.

If an adult customer submits information about a child as part of a gift order, the adult customer confirms they have parental responsibility or appropriate permission to provide that information.

15. Security

We use technical and organisational measures to protect personal information, including encryption in transit, access controls, limited access permissions, and vetted service providers. No method of transmission or storage is completely secure.

16. Changes

We may update this Policy from time to time. The effective date will show the latest version.

17. Contact us

Email: hello@snoutsong.com

Postal address: VANTOR GROUP LTD, 61 Bridge Street, Kington, United Kingdom, HR5 3DJ