POLICY

Privacy Notice

Whiskers 'N' Beans Ltd is committed to protecting your privacy and handling your personal information fairly, lawfully and transparently.

This Privacy Notice explains how we collect, use, store and protect your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Data Controller

Whiskers 'N' Beans Ltd is the Data Controller responsible for your personal information.

Registered Address

Whiskers 'N' Beans Ltd

44 Canon House

10–11 Bruckner Street

London

W10 4BF

Email: management@whiskersnbeans.co.uk

If you have any questions regarding this Privacy Notice or how we use your personal information, please contact us using the details above.

You also have the right to make a complaint to the Information Commissioner's Office (ICO):

https://ico.org.uk

We would appreciate the opportunity to resolve any concerns before you contact the ICO.

• Information We Collect

To provide veterinary services, we may collect and process the following information.

Personal Information

Name

Postal address

Email address

Telephone number

Emergency contact details (where provided)

Financial Information

Payment details

Billing information

Transaction history

Insurance policy details where applicable

Pet Information

We maintain clinical records for every animal under our care. Although these records relate to your pet, they also contain your personal information and are therefore protected under UK GDPR.

Clinical records may include:

Pet's name

Species, breed, colour and identifying features

Date of birth or estimated age

Sex and neuter status

Microchip number

Medical history

Clinical examination findings

Diagnoses

Laboratory results

Imaging reports

Prescriptions

Vaccination history

Weight records

Treatment plans

Referral information

Clinical photographs where relevant to treatment

Insurance claim information.

• Website Information

If you use our website, we may collect:

IP address

Browser type

Device information

Website usage information

Cookie information (where applicable)

• How We Collect Your Information

We collect information when you:

Register as a client

Book an appointment

Contact us by telephone, email, social media or our website

Request veterinary advice

Purchase products or services

Make payments

Complete forms

Subscribe to newsletters or marketing communications (where applicable)

We may also receive information from:

Your previous veterinary practice

Referral hospitals

Emergency veterinary providers

Diagnostic laboratories

Insurance companies

Microchip databases

Other veterinary professionals involved in your pet's care

• Sharing Your Information

We may share your personal information only where necessary and in accordance with UK data protection law.

This may include sharing information with:

Veterinary referral hospitals and specialists

Emergency and out-of-hours veterinary providers

Diagnostic laboratories

Veterinary imaging providers

Pet insurance companies (where you request us to process a claim)

Provet Cloud, our veterinary practice management software provider, which securely stores and manages client and patient records on our behalf

Payment service providers

IT support providers

Accountants, auditors and professional advisers

HM Revenue & Customs and other regulatory authorities where required by law

We require all third-party service providers to protect your personal information, keep it secure and only process it on our instructions and for the purposes of providing services to Whiskers 'N' Beans Ltd.

Where any of our service providers process personal data outside the United Kingdom, we will ensure that appropriate safeguards are in place in accordance with UK GDPR.

• Home Visits

As a mobile veterinary practice, we provide consultations and treatments in your home.

We may process your personal information, including your address, contact details and information necessary to safely access your property and provide veterinary care. Clinical records may be created or updated during home visits using secure electronic systems.

• How We Use Your Information

We use your information to:

Provide veterinary care and treatment for your pets

Maintain accurate clinical records

Arrange appointments and home visits

Process payments

Dispense medications

Issue prescriptions

Process insurance claims

Communicate with you regarding your pet's health

Send reminders for vaccinations, medications and follow-up appointments

Respond to emergencies

Comply with legal, regulatory and professional obligations

Improve our services

Prevent fraud

Where appropriate, we may also send marketing communications where you have consented or where permitted by law. You may opt out at any time.

Prescription Records and Controlled Drugs

Where medicines are prescribed or supplied, we are legally required to maintain accurate prescribing records.

If controlled drugs are prescribed or administered, additional records will be maintained in accordance with applicable legislation.

These records may be retained for longer where required by law.

• Insurance Claims

If you choose to make an insurance claim, we may share relevant clinical information and invoices with your insurance provider to support your claim.

This information will only be shared where necessary to administer your claim.

• Sharing Clinical Records

To ensure continuity of care, we may share relevant clinical records with:

Your regular veterinary practice

Referral specialists

Emergency veterinary providers

Out-of-hours services

Diagnostic laboratories

Veterinary imaging providers

We will only share information that is necessary for your pet's ongoing care or where required by law.

Lawful Basis for Processing

We process your personal information under one or more of the following lawful bases:

Performance of a contract

Compliance with a legal obligation

Legitimate interests

Consent (where required)

Sharing Your Information

We may also share your information where necessary with:

Payment service providers

Practice management software providers

IT support providers

Accountants and auditors

Professional advisers

HM Revenue & Customs

Regulatory authorities where required by law

All third parties are required to keep your information secure and only process it for authorised purposes.

• Data Security

We take appropriate technical and organisational measures to protect your personal information against unauthorised access, loss, misuse, alteration or disclosure.

Access is restricted to those who require the information to perform their duties or comply with legal obligations.

• Data Retention

We retain personal information only for as long as necessary.

Clinical records are retained in accordance with applicable veterinary professional guidance and legal requirements.

Financial records are generally retained for a minimum of six years in accordance with UK tax legislation.

Where information is no longer required, it will be securely deleted or anonymised.

• Cookies

If our website uses cookies, they help improve functionality and analyse website usage.

Where required by law, we will request your consent before placing non-essential cookies on your device.

What Are Cookies?

Cookies are small text files that are placed on your computer, tablet or mobile device when you visit a website. They help websites function correctly, improve your browsing experience and provide information about how visitors use a website.

This Cookie Policy explains how Whiskers 'N' Beans Ltd uses cookies on our website.

How We Use Cookies

We use cookies to:

Ensure our website functions properly.

Remember your preferences where appropriate.

Improve the performance and usability of our website.

Understand how visitors use our website so we can improve it.

We do not use cookies to collect sensitive personal information.

Types of Cookies We Use

Strictly Necessary Cookies

These cookies are essential for the operation of our website. They enable basic functionality such as page navigation, security and access to certain areas of the website.

These cookies cannot be switched off.

Performance and Analytics Cookies

These cookies help us understand how visitors use our website by collecting anonymous or aggregated information.

They allow us to improve the website by identifying which pages are most popular and how visitors move around the site.

These cookies are only used with your consent.

Functionality Cookies

These cookies remember choices you make, such as language preferences or other settings, to provide a more personalised experience.

These cookies are only used where applicable.

Third-Party Cookies

Our website may use services provided by trusted third parties, which may set their own cookies.

Depending on the services we use, these may include:

Website hosting providers

Online booking providers

Embedded maps (such as Google Maps)

Social media content (where embedded)

These third parties have their own privacy and cookie policies, which we encourage you to review.

Managing Cookies

When you first visit our website, you will be asked whether you wish to accept non-essential cookies.

You can change your preferences at any time through our cookie banner (where available) or by adjusting your browser settings.

Most web browsers allow you to:

View stored cookies

Delete cookies

Block all cookies

Block cookies from specific websites

Please note that disabling certain cookies may affect how parts of our website function.

Changes to This Cookie Policy

We may update this Cookie Policy from time to time to reflect changes in legislation or how our website operates.

The latest version will always be published on our website.

International Transfers

We do not routinely transfer personal data outside the United Kingdom.

Where international transfers are necessary, we will ensure appropriate safeguards are in place in accordance with UK GDPR.

Your Rights

Under UK GDPR, you have the right to:

Request access to your personal information

Request correction of inaccurate information

Request deletion of your information where appropriate

Request restriction of processing

Object to certain types of processing

Request transfer of your information where applicable

Withdraw consent where processing is based on consent

To exercise your rights, please contact us using the details above.

We will normally respond within one month.

Changes to This Privacy Notice

We may update this Privacy Notice from time to time.

The latest version will always be available on our website and will be provided upon request.