Noah’s Ark Privacy Notice

Our website address is: http://noahsarkpetclinic.co.uk.

We give the best possible care to animals and the same goes for your information. We bring our own pets to the practice too, so we appreciate how important data protection is. As you have placed your trust in us when providing your information, we want to be totally transparent with you about how it’s handled. For services in this practice, the controller (the company responsible for protecting your information) is Noah’s Ark Pet Clinic Limited. 


How we use your information

Your personal information is used for a number of different reasons depending on what it is. We only collect what is necessary in order to provide our service to you. The tables below set out what information is collected, our purpose for collecting it and our lawful basis (why we need to collect it) in line with data protection legislation. Your personal details, such as your name, date of birth, address, email address, phone number and insurance policy number. 

 

What we do and why

Identify who you are when you visit the practice so we can ensure it’s your pet, and our records are accurate. We’ll send you appointment reminders so you know when to bring your pet in to see us. 

Send you treatment, vaccination, flea or worming reminders to keep you informed about when your pet needs treatment.

Communicate with your insurance provider if applicable so that any claims can be submitted efficiently. Send you service updates such as changes to our Terms or practice disruptions to inform you of any changes to the service we provide. 

 

Send you information about animal health concerns in your area to keep you informed on issues that may affect your pet. Send you information about our widerservices, events and resources. Welike to keep you up to date and helpyou get the best from our services(you can find out more in the sectionon Marketing messages below).

We sometimes ask for your feedbackabout our overall service. More often than not, they are anonymised but we may want to respond to you directly, if you’re unhappy with something.Please note that, where we are required to process your personal information as part of our contract with you and you do not provide us with this information, we may not be able to provide our services to you.We may also record telephone calls for training, quality assurance and monitoring purposes.

Our legitimate interest to address your concerns and continue to improve our services for our customers and their pets.

 

Our lawful basis

As part of our contract with you. Our legitimate interests are to ensure your pet is, and remains in, good health and to optimise time efficiency in our practices by reducing missed appointments.

Our legitimate interest to ensure your pet is, and remains in, good health. This is a legal requirement and part of our contract with you. Our legitimate interest to ensure your pet is, and remains in, good health. Only with your consent, so the choice is yours.

 

Your payment information 

This is information provided when you are required to pay directly for anypractice services. We don’t store your card details, Global Pay are our payment services provider.

What we do and why

Take payments for the service we provide and give refunds where necessary as some of our services require direct payments. 

Keeping a record of financial transactions so we know what you’ve paid for. 

 

Our lawful basis

As part of our contract with you. It’s a legal requirement. 

Your contact history with us

This covers things you’ve said, whether that be via email, telephone or the ‘Contact Us’ page on our website. Calls made to our practice may be recorded as referenced above.

What we do and why

Provide customer service and support. Improve our support services to ensure our customer service is the best it can be. Resolve complaints and disputes and claims.

We may also anonymise and/or aggregate your personal information, so you aren’t identifiable. This process may be used to facilitate the testing of our IT systems, research, data analysis, improving our site and developing new products and services.

Our lawful basis

It’s up to you whether you contact us via the methods above so it depends on the nature of your query. It could be part of our contract with you.Our legitimate interest to keep our team trained to the highest standard to provide the best possible service to you and your pets. Our legitimate interest to resolve complaints and disputes in a timely manner and to exercise our legal rights.

 

How we obtain your information 

There are several ways in which we obtain your information. Most information is voluntarily provided by yourself via completing our forms or conversing with one of our members of staff while registering, and creating an online account, placing orders, or signing up with us. 

 

Sharing your information

You have trusted us with your information, therefore the first thing we want to assure you is that we do not, and shall not, sell any of your personal data to any third party.

However, we share your data with the following categories of companies as an essential part of being able to provide our services to you and your pets:

  • Referral practices – So that they can arrange appointments, tests, treatments, and services if your pet needs to be referred to a hospital or specialist.

  • Other businesses – Directly associated with and owned by the director and founder of Noah’s Ark Pet Clinic Ltd.

  • Your insurer – So that we can obtain permission to perform certain investigations and treatments at their expense, and also to arrange payment for investigations and treatments provided.

  • Banks and payment service providers – To manage payments and issue refunds where necessary.

  • Credit reference and fraud prevention agencies – To obtain information about you and help detect and prevent fraud.

  • Debt collection agencies – Should you fall behind with payments for the services we provide.

  • Email providers, printers, and mailing houses – To send you reminders, administrative information related to our services, animal health updates, and marketing communications (if you agree).

  • Law enforcement, government, and other agencies – Should we receive a request to assist with investigations or if we deem it necessary to do so.

  • Other veterinary practices – If you decide to move to a new practice and wish to transfer your pet’s information.

  • Charities – In the unfortunate event that your pets are taken in by a charity, we may provide them with necessary details for the continuation of animal welfare and other relevant matters.

  • Authorities such as the police, RSPCA, or similar – If we are unable to contact you for consent and are unlikely to be able to do so for some time, we may disclose necessary information to facilitate continuity of care for your pet.

  • Third-party software providers – If you use our third-party apps, your data may be shared to enable a more convenient, streamlined, and accessible service.

We take the sharing of your data very seriously and only do so when necessary for the purposes set out above. Where your data is shared with third-party software providers, we ensure they have appropriate data protection procedures, policies, and certifications in place before any information is transferred.

If you would like to know more about the companies we may share personal data with, or how they use your data, please contact us using the details below.

 

Marketing messages

If you have given your consent, we may send you marketing messages to keep you informed about what we’re up to and help you discover our products and services.

If you no longer wish to receive marketing messages, you can unsubscribe via the following methods:

  • Click the ‘unsubscribe’ link at the bottom of any marketing email we send.

  • Contact the practice directly via phone or email and ask to be removed from our mailing list.

If you’ve asked us to stop sending marketing messages, we will withdraw your consent as soon as possible. However, we kindly ask for your patience as we update our systems — you may still receive messages during this short transition period.

Please note that even if you opt out of marketing communications, we will continue to send ‘service communications’ such as appointment, vaccination, and treatment reminders.

Where your data is stored 

All personal information we process is stored within the European Economic Area (EEA). This ensures your data is handled in accordance with the UK and EU General Data Protection Regulation (GDPR).

If this ever changes, we will inform you in advance.

 

How long we keep your information

We retain your data for as long as necessary to fulfill the purposes set out in this Privacy Notice.

If you are no longer a client, we may still retain some of your data in order to:

  • Meet our legal and regulatory obligations

  • Resolve disputes

  • Prevent fraud and abuse

  • Enforce our Terms & Conditions

We only keep what is necessary for these purposes.

  • CCTV images are stored for up to 30 days

  • Telephone call recordings are stored for up to 3 months from the date of the call, unless longer retention is required.

If you no longer wish to be a client, you may contact us to request account deactivation. However, we will retain necessary information even after deactivation for the reasons listed above.

 

Your rights 

You have the following rights regarding your personal information:

  • The right to be informed – about how your data is used (outlined in this notice).

  • The right of access – to personal information we hold about you.

  • The right to rectification – to correct any inaccurate or incomplete information (please let our team know if your contact details change).

  • The right to erasure, restriction, or objection – in certain circumstances, you may request that we delete your data, stop processing it, or limit how we use it.

  • The right to withdraw marketing consent – as detailed in the ‘Marketing Messages’ section above.

  • The right to object – to the processing of your data based on our legitimate interests.

  • The right to data portability – allowing you to transfer your data to yourself or another veterinary practice.

If you wish to exercise any of these rights or have any questions, please contact us using the details at the end of this notice.

If you no longer wish to be a client, you may contact us to request account deactivation. However, we will retain necessary information even after deactivation for the reasons listed above.

 

Changes to this notice

We regularly review this Privacy Notice and will publish any updates in practice or on our website.

If we make significant changes, we will communicate them to you directly so you remain fully informed about how your data is handled.