Privacy Policy
Introduction
Edhen Vets is committed to protecting and respecting your privacy. This policy sets out how we collect, use and protect any personal data you provide to us, or that we collect from you, in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
Edhen Vets is registered with the Information Commissioner’s Office (ICO).
Who We Are
Goonbell Holdings Ltd t/a Edhen Vets, registered in England and Wales, Company no: 13056442
Registered office: 3 Goonbell, St. Agnes, England, TR5 0PH
Your Consent
By using our website (edhenvets.co.uk) and by using our services, you understand and agree that the personal information you provide will be held on our practice management system and any other systems operated by us or by trusted third parties on our behalf.
Information We Collect
We only process personal data where we have a lawful basis to do so, including: Contract, Legal Obligation, Consent, and Legitimate Interests.
Registering with the practice
When you register as a client, we collect basic details such as your title, name, address, phone number, email address, and the names of any other people authorised to make decisions about your pet. We may also collect similar details at other points of contact, such as enquiries.
Providing treatment and obtaining payment
As set out in our Terms & Conditions, payment is normally taken before or at the time of treatment. We may collect financial and billing information, including your name, address, email, phone number, and card or bank details, in order to process payment — including payments made by card, bank transfer (BACS), or via WhatsApp or SMS.
In the event of non-payment, we reserve the right to refer any outstanding debt to a debt collection agency, as set out in our Terms & Conditions.
Pet Health Club and health plans
If you sign up to our E365 Pet Health Club or any other health plan, we may share relevant details (such as your name, contact details, and payment information) with any third-party provider used to administer that plan.
Insurance claims
If we assist with an insurance claim on your behalf, we may share relevant details of your pet’s treatment and your contact information with your insurance provider, in line with our Insurance & Direct Claims policy.
Website functionality and analytics
When you use our website, we may collect usage data such as your IP address, browser type, device type, referral source, and browsing behaviour on the site. This helps us understand how our website is used and improve it. This is processed under our legitimate interest in maintaining and improving our website and services.
Appointment reminders and service messages
We may contact you by phone, SMS, email or WhatsApp with appointment reminders, vaccination reminders, and other messages relating to your pet’s health and care. These are service messages, not marketing, and we do not require separate consent to send them.
Microchip registration
Where we register or update a pet’s microchip details, we collect the owner’s name, address, phone number and email address, which is passed to the relevant microchip database. This information may also be used to help reunite a lost pet with its owner.
Improving our services
We may record incoming and outgoing calls, and retain records of emails, online chat and client feedback, in order to review the quality of our services, assist with complaints, and support staff training.
We use CCTV within our practices to support the safety and security of our clients, staff, patients and premises. CCTV footage may be shared with relevant authorities (such as the police or RSPCA) where necessary for animal welfare or public safety purposes.
Marketing
From time to time we may contact you about news, offers, or services that may be relevant to you and your pet. You can opt out of marketing communications at any time by contacting any of our branches in person, by phone, or by email.
Photographs
We sometimes use photographs of patients (and, where relevant, clients) on our website and social media. We will always ask for your consent before using any photo of your pet.
Sharing and Disclosing Your Information
We will not share or disclose your personal data without your consent, except as described in this policy or where required by law. We do not transfer or store your personal data outside the UK.
We may share your details with:
- Third parties assisting with reminders or relevant marketing, on the basis of our legitimate interests.
- Debt collection agencies, solicitors, or other professional advisers, where necessary to recover an outstanding debt or to obtain professional advice.
- Other veterinary practices or specialist services, for example if your pet is referred, transferred, or requires diagnostic or laboratory services.
- A new provider, in the event that any part of our business is sold, merged, or reorganised.
- Any other third party where you have given your consent, or where we are required to do so to comply with a legal obligation, exercise our legal rights, or defend a legal claim.
How Long We Keep Your Data
We retain personal data for as long as necessary to fulfil the purposes it was collected for, including any legal, accounting or regulatory requirements. Client and patient records are typically retained for at least 7 years after your last interaction with us, in line with standard veterinary record-keeping practice.
We do not normally collect special category (sensitive) personal data. Where such information is provided voluntarily — for example, as part of a complaint or query — we process it only in accordance with your consent or as necessary to exercise or defend a legal claim.
If you provide us with a third party’s personal data (for example, as part of your pet’s record, or as an authorised person to collect your pet), you are responsible for informing them that we will process their data in accordance with this policy.
Your Rights
You have the right to:
- Access the personal information we hold about you.
- Request correction of inaccurate or incomplete data.
- Request deletion of your personal data.
- Withdraw consent where processing is based on consent.
- Object to or restrict certain processing of your data.
- Object to marketing communications.
- Request that your data be transferred to another service provider, where applicable.
To exercise any of these rights, or for any data protection query, please contact your registered branch by phone, email or post. If you are not satisfied with how we have handled your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office (www.ico.org.uk).
Cookies
Our website may use cookies to help us understand how it is used and to improve your experience, including information such as your IP address, browser type and operating system. You do not have to accept cookies, and you can adjust your browser settings to refuse them if you prefer.
Changes to This Policy
We may update this Privacy Policy from time to time. Any changes will be posted on this page.