Privacy policy

Privacy Policy

1. Scope and overview

This Privacy Policy explains how QConnex GmbH ("KLYQA", "we", "us" or "our") collects, uses, discloses, stores and protects personal information when you use the KLYQA UK online store, KLYQA Home App and KLYQA Pet App, contact us, purchase products, create an account, connect a KLYQA device, participate in rewards or community features, or otherwise interact with us.

For UK users, this Policy is intended to satisfy transparency requirements under the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, the Privacy and Electronic Communications Regulations 2003 (PECR), and other applicable UK data protection legislation, as amended, including the Data (Use and Access) Act 2025 where relevant.

Pet-related measurements and profiles concern animals. They may nevertheless become personal information when connected to an identifiable user, household, device, location or account; we therefore protect them as described in this Policy.

2. Who is responsible and how to contact us

The organisation responsible for the processing described in this Policy is QConnex UK Ltd, 3rd Floor, 86–90 Paul Street, London, EC2A 4NE, United Kingdom.

Privacy enquiries, requests and complaints may be sent to info@klyqa.co.uk. Please include enough information for us to identify your account and understand your request, but do not send passwords or unnecessary sensitive information.

Where UK law requires the appointment of a UK representative or other local contact, the current representative details will be published in the store or App privacy information before the relevant processing begins.

3. Personal information we collect

Category	Examples
Account and identity data	Name, email address, password hash or authentication token, account ID, preferred language, country/region and account settings.
Contact and support data	Messages, feedback, support tickets, call or chat records, files or images you submit, and our responses.
Order and transaction data	Products, quantities, delivery and billing address, payment status, refunds, voucher use, order history and tax records. Full card details are normally handled by payment providers.
Device and technical data	IP address, device model, operating system, App version, device identifiers, timestamps, diagnostic logs, crash data, network information, Bluetooth/Wi-Fi status and security events.
KLYQA device data	Device serial number, firmware version, connection status, settings, sensor events, usage events and maintenance information.
Pet profile and wellness-related data	Pet name, species, breed/type, age, sex, weight, photos, goals, activity, hydration, feeding or device interaction data, points, trends and reports.
Location-related data	Approximate location inferred from IP; precise or nearby-device location only when enabled and needed for functions such as Wi-Fi/Bluetooth setup, walks or lost-device features.
Marketing and preference data	Newsletter status, campaign interactions, cookie choices, promotions, survey responses and communication preferences.
Community and rewards data	Pet profile display fields, leaderboard position, club/challenge participation, referral information, KLYQA Points (KP), redemptions and abuse-prevention flags.

4. How we collect information

· Directly from you when you register, order, contact us, provide pet information, upload content, choose preferences or participate in a promotion.

· Automatically from the website, App and connected products through APIs, cookies, SDKs, logs, Bluetooth, Wi-Fi and device telemetry.

· From service providers such as payment processors, logistics providers, app stores, customer-support platforms, analytics providers and advertising partners.

· From another household or account member who connects or shares a device or pet profile with you.

· From public or commercial sources where permitted, for example to prevent fraud or validate delivery information.

5. Why we use personal information

Purpose	What this includes
Provide products, Apps and connected services	Process orders; create and manage accounts; connect and operate devices; sync settings and measurements; provide reports, rewards and requested features.
Support and communications	Answer questions, resolve faults, process returns and warranty requests, send service messages and obtain feedback.
Security, reliability and fraud prevention	Authenticate users, protect accounts, detect abuse, diagnose errors, monitor performance, prevent manipulation of KP or community functions, and maintain logs.
Legal and operational obligations	Accounting, tax, product safety, recalls, legal claims, regulatory requests, sanctions checks and record keeping.
Product improvement and analytics	Understand feature use, improve devices and Apps, develop aggregated statistics, test functionality and improve algorithms.
Marketing and personalisation	Send opted-in marketing, measure campaigns, tailor store or App content, and show advertising where legally permitted.
Automated insights	Generate hydration, activity, trend or weekly reports and alerts. These are informational and are not veterinary diagnoses.

5.1 UK lawful bases

Lawful basis	Typical use
Contract	Processing needed to supply ordered products, provide requested App/device functions, manage accounts, deliver support, rewards or warranty services.
Legitimate interests	Security, service improvement, limited analytics, fraud prevention, business administration and defending legal claims, where your rights do not override those interests.
Legal obligation	Tax, accounting, product safety, regulatory, court or law-enforcement obligations.
Consent	Non-essential cookies/SDKs, certain marketing, precise location or device permissions where required, and optional public/community display choices.

6. Connected products, pet measurements and AI-supported insights

KLYQA devices may transmit measurements or events associated with a device, account or tracker identifier. Depending on the product, measurements may include hydration, activity intensity, active or rest time, walking sessions, refill or water-change events and device status.

Where a KLYQA Welly or another hub associates a measurement with a nearby tracker, the technical assignment may use signal strength or another device identifier. If an event cannot be assigned with confidence, the service may split, mark or present the information differently. The resulting information is an estimate and may be incomplete or inaccurate.

Automated reports, goals, comparisons and alerts are intended to support awareness only. They do not constitute veterinary advice, diagnosis or treatment and should not replace consultation with a qualified veterinarian.

7. Device permissions

Permission/function	Why it may be requested
Bluetooth / nearby devices	Discover, pair and synchronise KLYQA products and trackers.
Local network / Wi-Fi information	Connect devices to the selected network, discover products and troubleshoot connectivity.
Location	Enable operating-system scanning for nearby Bluetooth/Wi-Fi devices, record optional walks, or support lost-device functions. Background location is used only if the relevant feature is enabled.
Camera / photos	Scan QR codes, add pet photos, submit support evidence or use optional food/product recognition features.
Notifications	Deliver device, battery, maintenance, safety, hydration, activity, account and service alerts.
Motion or fitness data	Only where an App feature explicitly uses device motion information and you enable access.

Permissions can normally be changed in your mobile operating-system settings. Turning off a permission may disable the related feature.

8. Cookies, SDKs and similar technologies

We use strictly necessary technologies to operate the store, remember security and session settings, process orders and provide requested App functions. With consent where required, we may use analytics, personalisation and advertising technologies to understand use and measure campaigns.

Cookie choices can be managed through our consent tool and browser settings. App permissions and advertising identifiers can be controlled through device settings. Withdrawing consent does not affect processing that occurred before withdrawal.

Non-essential cookies and similar storage/access technologies are used only after the consent required by PECR and applicable UK data protection law.

9. Service providers and recipients

We disclose personal information only as needed for the purposes described above, under contracts and safeguards appropriate to the service. Provider availability may differ by country and platform.

Recipient category	Examples of services
Cloud hosting and infrastructure	Amazon Web Services (AWS) and related technical infrastructure providers.
Store and commerce platform	Shopify and integrations used for storefront, checkout, order management and customer accounts.
Payment providers	Stripe, PayPal, Shopify Payments and other payment methods displayed at checkout.
Delivery and fulfilment	Carriers, warehouses, customs brokers, address-validation and returns providers.
Customer service and communications	Zendesk or Gorgias, Brevo and other email, chat or support providers.
Diagnostics and reliability	Sentry and comparable crash, error and performance-monitoring services.
Analytics and advertising	Google, Meta, TikTok and comparable providers, only as permitted and subject to consent where required.
Push notifications and platform services	Apple, Google, OneSignal or comparable notification and mobile-platform providers.
Professional and public authorities	Auditors, advisers, insurers, courts, regulators and law-enforcement bodies where legally required or necessary to protect rights.

Some providers act as our processors or service providers; others determine parts of the processing independently, such as payment providers, app stores or advertising platforms. Their own notices may also apply.

10. International transfers

We are established in Germany and use providers in the European Economic Area, the United Kingdom, the United States and other countries. When UK personal data is transferred outside the UK to a country without an applicable adequacy regulation, we use recognised safeguards such as the UK International Data Transfer Agreement, the UK Addendum to the EU Standard Contractual Clauses, or another lawful transfer mechanism, together with supplementary measures where appropriate.

11. Retention

We retain personal information only for as long as reasonably necessary for the purposes described in this Policy, including legal, accounting, tax, warranty, product-safety, fraud-prevention and dispute-resolution requirements. Retention periods depend on the record type and applicable law.

Record type	Typical approach
Server and security logs	Normally deleted or anonymised after a limited operational period, often within 30–90 days, unless needed for security investigation or legal claims.
Account and App data	For the life of the account and a reasonable period after deletion to complete requests, prevent fraud, meet legal obligations or resolve disputes.
Order, invoice and tax records	For the statutory accounting and tax retention period applicable to QConnex, generally up to 10 years where German corporate records are involved.
Support records	For the period needed to manage the request, warranty, product safety and potential claims.
Marketing preferences	Until opt-out, plus a suppression record so we can respect the opt-out.
Consent records	For as long as needed to demonstrate the validity and scope of consent.

When information is no longer required, we delete, anonymise or securely isolate it, unless retention is required by law.

12. Security

We use administrative, technical and physical safeguards designed to protect personal information against accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access. Measures may include encryption in transit, access controls, authentication, logging, backups, supplier reviews and secure development practices. No system can be guaranteed completely secure.

You are responsible for keeping account credentials confidential and for installing security or firmware updates made available for your device or App.

13. Children

The store, Apps and connected services are intended for adults who can enter into contracts. They are not directed to children. A parent or guardian must manage an account used in relation to a child or family household. We do not knowingly request children to create independent accounts or provide personal information without appropriate authorisation.

14. Your choices and rights

Right to be informed about how personal data is used.
Right of access to personal data and related information.
Right to rectification of inaccurate or incomplete data.
Right to erasure in applicable circumstances.
Right to restrict processing in applicable circumstances.
Right to data portability where processing is based on consent or contract and carried out by automated means.
Right to object to processing based on legitimate interests and to direct marketing.
Rights relating to solely automated decisions that produce legal or similarly significant effects.
Right to withdraw consent at any time where processing is based on consent.

You also have the right to complain to the UK Information Commissioner’s Office (ICO). We encourage you to contact us first so that we can try to resolve the issue.

To exercise a right, email datenschutz@qconnex.de. We may verify your identity before acting and may ask for information needed to locate the relevant records. We will respond within the period required by applicable law.

15. Public and shared features

If you join a leaderboard, club, challenge, referral programme or other community function, the App may display selected pet-profile information such as pet name, species/breed, profile image, points, ranking or achievements. Personal account details such as your email or delivery address are not intended to be displayed unless you deliberately include them in public content.

Do not place your own or another person’s contact details, location, health information or other sensitive personal information in pet names, profile text, images or community posts.

16. Business transfers and legal disclosures

If all or part of our business, assets or services are reorganised, financed, sold or transferred, personal information may be disclosed under confidentiality and transferred as part of that transaction, subject to applicable law. We may also disclose information when required by law or reasonably necessary to protect users, animals, products, our rights or public safety.

17. Changes to this Policy

We may update this Policy when our services, providers or legal obligations change. We will publish the revised version and update the version date. Where a change materially affects your rights or requires renewed consent, we will provide an additional notice or request consent as required.

18. Contact and complaints

Privacy Officer / Data Protection Contact
QConnex UK Ltd
3rd Floor, 86–90 Paul Street, London, EC2A 4NE, United Kingdom
Email: info@klyqa.co.uk

UK supervisory authority: Information Commissioner’s Office (ICO). Current contact and complaint channels are available through the ICO’s official website.