Privacy Policy

As a Company, we are subject to British, Scottish and European Law.
We care about your privacy and your right to privacy, under the GDPR Regulations.

For this reason, we collect and use personal data only as it might be needed for us to deliver products, to engage with us (by way of a newsletter, or similar), to give us your details for bookings, or similar products and services.

Your personal data includes information such as:
Name
Address
Telephone number
Email address
Company Name

Our Privacy Policy is used to explain to you how and what customer, client and supplier data we collect, and how and why we use your personal data. It also describes options we provide for you to access, update or delete your personal data that we process.

If at any time you have questions about our practices or any of your rights described below, please speak to a member of staff, or contact us where we will be glad to help you with your inquiry.

What Information Do We Collect?

Client or Organisation Name and Address
Telephone numbers
Email Address
Payment card numbers, expiry and start dates
Bank sort code and account numbers

We collect this information so that we can deliver your products, goods and services; secondly to tell you about special offers and new products.

These items of personal data are collected directly from you when you:

  1. Register with us or purchase any of our products e.g. billing information, name and address.
  2. Request assistance from our customer service team e.g. phone number and email.
  3. Complete contact forms or request newsletters.
  4. Participate in competitions, or similar.
  5. Register for an account, order goods, or pay for services

How We Utilize Information

We believe in minimizing the data we collect and limiting its use and purpose to only that:

  1. For which we have been given permission.
  2. As necessary to deliver the products you purchase or interact with, or
  3. As we might be required or permitted for legal compliance or other lawful purposes. These uses include:

Delivering, improving, updating and enhancing the services we provide to you.

We collect various information relating to your purchase, use and/or interactions with our services. We utilize this information to:

  1. Improve and optimize the operation and performance of our websites (please tell us if you find an issue)
  2. Detect and prevent fraud and abuse of our services and systems (IP address)
  3. Collecting aggregate statistics about purchases of our goods.
  4. Understand and analyse what products are most relevant to you.
  5. Send reminders for products or services which you have previously purchased from us.

Communicating With You

We may contact you directly or through a third party service provider regarding products you have purchased from us, or support requests made by you.

We may also contact you with special offers and new products (if you have requested this).

You don’t need to provide consent as a condition to purchase our goods. These contacts may

include:

  • Email
  • Telephone calls
  • SMS
  • Letter
  • Update Or Delete Your Data

If you are registered with us you may update your data by contacting us via one of the methods on our contact page.

If you no longer wish to receive newsletters there is an unsubscribe link in all emails sent.

Transfer of personal data abroad

Some of our service providers may store data outwith the EU. These companies are compliant with the EU-US Privacy Shield which maintains compliance with the GDPR. The companies affected are:

Google
Mailchimp

How We Secure, Store And Retain Your Data.

We follow generally accepted standards to store and protect the personal data we collect, both during transmission and once received and stored, including utilization of encryption where appropriate.

We retain personal data only for as long as necessary to provide the services you have requested and thereafter for a variety of legitimate legal or business purposes. These might include retention periods: mandated by law, ethical duty, contract or similar obligations applicable to our business operations; for preserving, resolving, defending or enforcing our legal/contractual rights; or needed to maintain adequate and accurate business and financial records.

If you have any questions about the security or retention of your personal data, you can contact us directly.

Right to be Forgotten

Under Article 17 of the GDPR individuals have the right to have personal data erased. This is also known as the ‘right to be forgotten’. The right is not absolute and only applies in certain circumstances.

When does the right to erasure apply?

Individuals have the right to have their personal data erased if:

  • The personal data is no longer necessary for the purpose which you originally collected or processed it for;
  • We are relying on consent as the lawful basis for holding the data, and the individual withdraws their consent;
  • We are relying on legitimate interests as the basis for processing, the individual objects to the processing of their data, and there is no overriding legitimate interest to continue this processing;
  • We are processing the personal data for direct marketing purposes and the individual objects to that processing;
  • We have processed the personal data unlawfully (i.e. in breach of the lawfulness requirement of the 1st principle);
  • We have to do it to comply with a legal obligation; or
  • We have processed the personal data to offer information society services to a child.

Who We Share Data With

In the normal running of our business we share data with:

Our accountant, bookkeeper, insurance broker and insurance companies. Our bank and merchant services company so that we can process payments, and debt collection agency where clients are in default. Our communications providers may also have access to our call data.

For the duration of restrictions imposed by the authorities relating to the worldwide Covid-19 pandemic, in the event of a Covid-19 outbreak centred on the surgery, we will cooperate with the relevant authorities in contact tracing, which may include passing the name, address and telephone numbers of any affected clients.

Veterinary specific data sharing

Microchips implanted by Vetrica are listed on the microchip database with Vetrica as the implanter. In the event that we are contacted by a third party looking to return an animal to their owner for a chip that we have implanted, we will forward on the details that we currently hold on file as the owner of the animal. This is to help ensure that the animal is returned to the rightful owner. If you sell or otherwise pass ownership of your animal to another person, it is essential that the microchip database is updated with the new owner details. Please also inform us so that we can update our records.

Insurance companies often contact us for information about a patient. In the event that your insurance company contacts us for further information regarding a claim or patient, we may respond to them without further recourse to you.

Your pet’s clinical records will be sent to another veterinary surgeon on request from them, or if we are referring your pet on for specialist evaluation or treatment.

Telephone Calls

All calls may be recorded for training and monitoring purposes.