For vets only.
Please click here for online form or PDF download.
2. What is the Pets at Home Family?
being together, the “Pets at Home Vet Group”.
The term “Pets at Home Family” refers to the Pets at Home group of companies which includes the members of the Pets at Home Vet Group as well as:
together, the "Pets at Home Family".
3. Quick links
4. When do we collect personal information?
We collect your personal information in a number of instances, including when you:
We also collect your personal information when our suppliers and partners share information with us about the service, product or treatment you have purchased.
5. What personal information do we collect and why?
The personal information that we collect about you broadly falls into the following categories:
Information that you provide voluntarily
When you register as a client, refer a case to us, book an appointment, attend an event or seminar or sign up to view one of our webinars, notify us of a claim under your pet insurance, download one of our Apps, or enter a prize draw/competition, you will be asked for some essential information, which may include your title, first name, surname, postal address, email address, telephone number, details of your pet and, if applicable, payment information. These are collected to help us:
Information that we collect automatically
When you visit our Websites or Apps, we may collect certain information automatically from your device. In some countries, including countries in the European Economic Area, this information may be considered personal information under applicable data protection laws.
Specifically, the information we collect automatically may include information like your IP address, device type, operating system, unique device identification numbers, browser-type, broad geographic location (e.g. country or city-level location) and other technical information. We may also collect information about how your device has interacted with our Websites and Apps, including the pages accessed and links clicked.
Collecting this information enables us to better understand the visitors who come to our Websites or Apps, where they come from, what content on our Websites and Apps is of interest to them, what they have viewed or looked at and in some instances what they have purchased. We use this information for internal analytics purposes, to improve the quality and relevance of our Websites and Apps to our visitors and users and to deliver personally tailored offers (both on the website and through triggered email, SMS and direct mail (but only where you have agreed to these channels)).
Some of this information may be collected using cookies, tracking pixels and similar tracking technology, as explained further under the heading “Cookies and similar tracking technology” below.
Information that we obtain from third party sources
From time to time, we may receive personal information about you from third party sources, but only where we have checked that these third parties either have your consent or are otherwise legally permitted or required to disclose your personal information to us. For example we may receive personal information from other veterinary professionals if you are referred to one of our specialist referral centres.
If you have any questions about the third parties we obtain personal information from, please contact us using the contact details provided under the “How to contact us” heading below.
Enhancing our data
Where we have obtained your personal information from various sources (including personal information we have lawfully obtained from third parties or from other members of the Pets at Home Family) we may combine this information in certain circumstances in order to enhance our understanding of your requirements and preferences in relation to our products and services. This is necessary for the purposes of our legitimate interests to ensure that we provide you the most appropriate offers for products and services and to personalise your Pets at Home Family experience.
We will use the personal information we hold about you (as well as pseudonymised or anonymised information generated from your personal information) to carry out analysis and research. We carry out all such analysis and research on the basis that it is necessary for the purposes of our legitimate interests in understanding our clients and referring veterinary professionals and ensuring that our services and products meet the needs of our clients and referring veterinary professionals. We undertake data analytics, whereby we combine information we hold on a large scale in order to:
We will use your personal information (including by anonymising and aggregating it with other clients’ and/or referring veterinary professional’s personal information) for sales, supply chain and financial analysis purposes, to determine how we are performing and where improvements can be made and where necessary to report back to other members of the Pets at Home Family. This is necessary for the purposes of our legitimate interests in understanding how our business is performing, and considering how to improve our performance.
6. Who do we share your personal information with?
We may disclose your personal information to the following categories of recipients:
Where we share your personal information with third party service providers and partners we apply a policy to ensure your personal information is safe and in order to protection your privacy. Our policy requires:
If you have any questions about the third parties we share your personal information with, please contact us using the contact details provided under the “How to contact us” heading below.
7. Legal basis for processing personal information
Our legal basis for collecting and using the personal information described above will depend on the personal information concerned and the specific context in which we collect it.
However, we will normally collect personal information from you only: (i) where we need the personal information to perform a contract with you, (ii) where the processing is in our legitimate interests and not overridden by your data protection interests or fundamental rights and freedoms, or (iii) where we have your consent to do so. In some cases, we may also have a legal obligation to collect personal information from you or may otherwise need the personal information to protect your vital interests or those of another person.
If we ask you to provide personal information to comply with a legal requirement or to perform a contact with you, we will make this clear at the relevant time and advise you whether the provision of your personal information is mandatory or not (as well as of the possible consequences if you do not provide your personal information).
Similarly, if we collect and use your personal information in reliance on our legitimate interests (or those of any third party), we will make clear to you at the relevant time what those legitimate interests are.
If you have questions about or need further information concerning the legal basis on which we collect and use your personal information, please contact us using the contact details provided under the “How to contact us” heading below.
8. Cookies and similar tracking technology
9. How do we keep your personal information secure?
We use appropriate technical and organisational measures to protect the personal information that we collect and process about you. The measures we use are designed to provide a level of security appropriate to the risk of processing your personal information. Specific measures we use include:
Unfortunately, the transmission of information via the Internet is not completely secure. Although we will do our best to protect your personal information, we cannot guarantee the security of your data transmitted to and/or through our Websites and Apps; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.
10. International data transfers
Your personal information may be transferred to, and processed in, countries other than the country in which you are resident. These countries may have data protection laws that are different to the laws of the UK.
Our Website servers and group companies are located in the UK, but some of our third party service providers and partners operate outside of the UK, such as in Australia and the United States. This means that when we collect your personal information we may process it in other countries.
If we do this, we have procedures in place to ensure your personal information receives the same protection as if it were being processed inside the EEA. For example, our contracts with third parties stipulate the standards they must follow at all times. If you wish for more information about these contracts please contact us using the contact details provided under the “How to contact us” heading below.
11. Data retention
We retain personal information we collect from you where we have an ongoing legitimate business need to do so (for example, to provide you with a service you have requested or to comply with applicable legal, tax or accounting requirements).
When we have no ongoing legitimate business need to process your personal information, we will either delete or anonymise it or, if this is not possible (for example, because your personal information has been stored in backup archives), then we will securely store your personal information and isolate it from any further processing until deletion is possible. For more information about the specific periods for which we retain your data, please contact us using the contact details provided under the “How to contact us” heading below.
12. Your data protection rights
You have the following data protection rights:
We respond to all requests we receive from individuals wishing to exercise their data protection rights in accordance with applicable data protection laws.
13. Contacting the regulator
If you feel that your personal information has not been handled correctly, or you are unhappy with our response to any requests you have made to us regarding the use of your personal information, you have the right to raise a complaint with the Information Commissioner’s Office. You can contact them by calling 0303 123 1113 or go online to www.ico.org.uk/concerns (opens in a new window; please note we cannot be responsible for the content of external websites).
15. How to contact us
If you have any questions or concerns about our use of your personal information, please contact our Data Protection Officer at the following address firstname.lastname@example.org.
The data controller of your personal information will be the Pets at Home Vet Group or Pets at Home Family entity that you are dealing with.
For vets only.
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