Welcome to Vets Now.
As your veterinary services provider, you have placed a great deal of trust in us, and we take this responsibility very seriously. This means we are committed to respecting your privacy and protecting your personal data.
It is important that you read this policy carefully so that you understand how we look after and process your personal data, and you are aware of your privacy rights and how the law protects you.
What is included in this policy?
This privacy notice aims to give you information about how we collect and process your personal data in relation to providing veterinary services to the animal entrusted into our care. This covers your use of our website, Use of our Video Vets Service, and veterinary services provided in our clinics and hospitals, and when you contact us.
For the purpose of the UK General Data Protection Regulation, Vets Now Emergency Limited, of Penguin House, Castle Riggs, Dunfermline, KY11 8SG, is the data controller who is responsible for your personal data. Our company number is SC218632
We are registered with the Information Commissioner’s Office in the UK with reference number Z9006484.
We have an appointed person who is responsible for overseeing questions in relation to this privacy notice.
If you have any questions about this notice, including any requests to exercise your legal rights, please contact us:
Vets Now websites may include links to third-party websites, plug-ins, and applications.
In some instances, we may be “joint controllers” with this third party. This means that we might be jointly responsible with that third party for determining the collection and/or use of your personal information with this organisation.
Clicking on those links or enabling those connections may allow third parties to collect or share data about you.
You may find links on our website to other services operated by our group companies and by trusted third parties. Clicking on such links may allow third parties to collect or share personal data about you, so we encourage you to read the privacy notice on the websites you visit.
Sometimes a service in our clinic or hospital may be provided by a trusted third party. We will let you know before any data is collected or shared.
We process the following categories of personal data:
To provide you with veterinary services and products
To find an Emergency Vet
To provide customer service to you
To provide services relating to Vets Now Membership Programme ‘Devoted’
To support interaction with Digital Voice / Personal Assistant (for example Google assistant, Alexa)
To support with invoice management and debt recovery
To personalise and improve your experience when visiting our website
To inform you about products and services that may interest you
To keep in touch with you
To ensure our website and veterinary services operate properly
To develop and improve our products and services
For safety and security and to prevent and detect crime
To comply with our legal obligations
We use different methods to collect data including through:
Where we have received information from other sources, we will have informed you when we collected that data that it may be shared internally and combined with the data that we collect about you from your use of this website.
Lawful basis for processing your personal data
Depending on the processing activity, we rely on at least one of the following lawful bases for processing your personal data under the UK GDPR:
If you fail to provide your information
If you fail to provide certain information when requested (such as your payment card details), we may not be able to provide full veterinary care to the animal entrusted into our care.
You can ask us to stop sending you marketing messages at any time by clicking “unsubscribe” on our emails. If you have provided your consent, click here for information on how you can reject cookies and opt out of targeted advertising online. for information on how you can reject cookies and opt out of targeted advertising online.
We may ask you to confirm or update your marketing preferences if you ask us to provide further products and services in the future, or if there are changes in the law, regulation, or the structure of our business.
Change of purpose
We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us at [email protected].
If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.
Please note, we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by applicable law.
Whenever we transfer your personal data out of the UK, we ensure a similar degree of protection is afforded to it by ensuring at least one of the following safeguards is implemented:
Please contact us at [email protected] if you want further information on the specific mechanism used by us when transferring your personal data out of the UK.
We have put in place appropriate security measures to prevent your information from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed.
We limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions, and they are subject to a duty of confidentiality.
We have put in place procedures to deal with any suspected personal data breach, and we will notify you and any applicable regulator of a breach where we are legally required to do so.
If you would like to know more about how to protect your information and your computer and devices against fraud, identity theft, viruses and other online problems, please visit Get Safe Online. Get Safe Online is supported by HM Government and leading businesses.
We will only retain your data for as long as reasonably necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, regulatory, tax or reporting requirements.
Under the UK GDPR and Data Protection Act 2018 you have some important rights available to you. In summary, these include :
If you want to exercise your rights, please contact us at [email protected].
We keep our privacy notice under regular review.
This version was last updated on 4th July 2022.
It is important that the personal data we hold about you is accurate and current. Please let us know if your personal data changes during your relationship with us.