Privacy Policy

KEY DEFINITIONS

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The key terms that we use throughout this privacy notice are defined below, for ease:

Data Controller: under UK data protection law, this is the organisation or person responsible for deciding how personal information is collected and stored and how it is used. 

Data Processor: a Data Controller may appoint another organisation or person to carry out certain tasks in relation to the personal information on behalf of, and on the written instructions of, the Data Controller. (This might be the hosting of a site containing personal data, for example, or providing an email marketing service that facilitates mass distribution of marketing material to a Data Controller’s customer-base.) 

Other Controllers: Where you use our websites and click on external links, or visit our social media pages, your personal data may also be processed by the providers of those services – for example Meta (Facebook) or Twitter. Those sites will collect further information about you for their own purposes, separately from Madra Veterinary Clinic.

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Where we also use the data they collect, Madra Veterinary Clinic might also be jointly responsible with the other company for determining how and why your personal data is used, and making sure that it is protected.

Personal Information: in this privacy notice we refer to your personal data as ‘personal information’. ‘Personal information’ means any information from which a living individual can be identified.  It does not apply to information which has been anonymised.

Special Information – certain very sensitive personal information requires extra protection under data protection law.  Sensitive data includes information relating to health, racial and ethnic origin, political opinions, religious and similar beliefs, trade union membership, sex life and sexual orientation and also includes genetic information and biometric information.  

WHAT WE COLLECT, WHY WE COLLECT IT, AND HOW WE COLLECT IT

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Most of the personal data we collect comes from you directly, as you request and use our services from us, or request contact from us. Technical data and information is generated when you use our website, apps, or other online services to enquire, request or book our services.

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Data that we collect may includes the below:

• Contact details such as your name, postal address, email address and social media account information if you contact us that way

• Information about services you have used or requested, customer service information such as compliments or complaints, opinions and survey responses, contact preferences, and information which our employees might record as they provide services to you or your animals. 

• Financial information, including payments made, account and credit status;

• Information about how you use our websites and online services including social media pages, including technical identifiers such as cookies (more information here);

We will collect this data so that:

• We can provide the services you are using or have requested, and manage payment for them as part of our contract with you;

• We can improve our services to you and other customers, including gathering feedback from you via surveys, as part of our legitimate business interests;

• We can manage our online and other services effectively and securely, as part of our legitimate business interests and legal obligations to you;

• We can meet regulatory obligations, to prevent or detect crime, or in the public interest, including protection of animal welfare;

• With your consent, so that we can provide you information about products and services that may be of interest.

 

So that we are able to provide you with our services, we will need your personal information.  If you do not provide us with the required personal information, we may be prevented from supplying these services to you – for example payment data or contact details.

 

We do not normally collect or use ‘special category’ data, such as religion, sexuality, or health data. 

YOUR PERSONAL DATA RIGHTS

It is important that you keep your personal information up to date.  If any of your personal information changes, please contact us as soon as possible to let us know.  If you do not do this then we may be prevented from supplying our services to you. For example, if you move address and do not tell us, then your goods or contact material may be delivered to the wrong address.

Where we rely on consent for a specific purpose as the legal reason for processing your personal information, you have the right under data protection law to withdraw your consent at any time.  If you do wish to withdraw your consent, please contact us using the details set out at the beginning of this notice.  If we receive a request from you withdrawing your consent to a specific purpose, we will stop processing your personal information for that purpose, unless we have another legal reason for processing your personal information, in which case, we will confirm that reason to you.  

Sometimes we may anonymise personal information so that you can no longer be identified from it and use this for our own purposes. In addition, sometimes we may use some of your personal information together with other people’s personal information to give us statistical information for our own purposes.  Because this is grouped together wither other personal information and you are not identifiable from that combined data we are able to use this.  

Under data protection laws we can only use your personal information for the purposes we have told you about, unless we consider that the new purpose is compatible with the purpose(s) which we told you about. If we want to use your personal information for a different purpose which we do not think is compatible with the purpose(s) that we told you about then we will contact you to explain this and what legal reason is in place to allow us to do this. 

DATA SECURITY

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We do not pass your information to other parties for marketing purposes unless you agree to us doing so. We will get your express opt-in consent before we share your personal data with any company for marketing purposes. Sometimes we may use third parties to send the communication to you on our behalf. However, these companies do not have the right to send marketing to you for their own purposes.

In order to provide you with the services you have requested and on the lawful grounds outlined above, we may share your personal information with third parties such as:

• Third-party suppliers we work with to provide our services to you. We may share your information with parties such as booking agents/apps, insurance companies and payment plan companies.

• Other suppliers that we work with in connection with our business. We share your information with third party suppliers that we use to provide services in connection with the services we provide you. This might include marketing agencies and/or companies that run our marketing campaigns, IT developers, service providers and hosting providers, third parties that manage promotions or competitions, third party software companies, site analytics providers, and credit card screening companies

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We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

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We will only send your data outside the European Economic Area (“EEA”) to:

a) follow your instructions 

b) comply with a legal duty

c) work with our suppliers and third parties who we use to help deliver our services

Some of our external third parties are based outside the EEA so their processing of your personal data will involve a transfer of data outside the EEA. If we do transfer information to parties outside of the EEA, we will make sure that it is given a similar degree of protection.

If any transfer of personal information by us will mean that your personal information is transferred outside of the European Economic Area (EEA) then we will ensure that safeguards are in place to ensure that a similar degree of protection is given to your personal information, as is given to it within the EEA and that the transfer is made in compliance with data protection laws (including where relevant any exceptions to the general rules on transferring personal information outside of the EEA which are available to us – these are known as ‘derogations’ under  data protection laws).  We may need to transfer personal information outside of the EEA to the third party entities outlined above who may be located outside of the EEA.

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We will only keep your personal data for as long as necessary to fulfil the purpose we collected it for, including for the purpose of satisfying any legal accounting or reporting requirements.

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We operate a data retention policy and look to find ways to reduce the amount of information we hold and the length of time we hold it for.

By law we have to keep basic information about booking and our customers for six years for legal claims and tax purposes.

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In some circumstances we may anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes in which case we may use this information indefinitely without further notice to you.

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YOUR RIGHTS UNDER DATA PROTECTION LAW

Under data protection laws you have certain rights in relation to your personal information, as follows:
(a)    Right to request access: (this is often called ‘subject access’).  This is the right to obtain from us a copy of the personal information which we hold about you. We must also provide you with certain other information in response to these requests to help you understand how your personal information is being used. 
(b)    Right to correction: this is the right to request that any incorrect personal data is corrected and that any incomplete personal data is completed. 
(c)    Right to erasure: (this is often called the “right to be forgotten”). This right only applies in certain circumstances.  Where it does apply, you have the right to request us to erase all of your personal information. 
(d)    Right to restrict processing: this right only applies in certain circumstances.  Where it does apply, you have the right to request us to restrict the processing of your personal information. 
(e)    Right to data portability: this right allows you to request us to transfer your personal information to someone else. 
(f)    Right to object: you have the right to object to us processing your personal information for direct marketing purposes.  You also have the right to object to us processing personal information where our legal reason for doing so is the Legitimate Interests Reason (see section 4 above) and there is something about your particular situation which means that you want to object to us processing your personal information.  In certain circumstances you have the right to object to processing where such processing consists of profiling (including profiling for direct marketing). 

In addition to the rights set out in section 10.1, where we rely on consent as the legal reason for using your personal information, you have the right to withdraw your consent.  Further details about this are set out in section 4.5.

If you want to exercise any of the above rights in relation to your personal information, please contact us using the details set out at the beginning of this notice.  If you do make a request then please note:
(g)    we may need certain information from you so that we can verify your identity;
(h)    we do not charge a fee for exercising your rights unless your request is unfounded or excessive; and
(i)    if your request is unfounded or excessive then we may refuse to deal with your request. 

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MARKETING

You may receive marketing from us about similar goods and services, where either you have consented to this, or we have another legal reason by which we can contact you for marketing purposes. 

However, we will give you the opportunity to manage how or if we market to you. In any e-mail which we send to you, we provide a link to either unsubscribe or opt-out, or to change your marketing preferences. To change your marketing preferences, and/or to request that we stop processing your personal information for marketing purposes, you can always contact us on the details set out at the beginning of this notice. 
If you do request that we stop marketing to you, this will not prevent us from sending communications to you which are not to do with marketing for example in relation to veterinary or animal care services which you have purchased from us.

COMPLAINTS

If you are unhappy about the way that we have handled or used your personal information, you have the right to complain to the UK supervisory authority for data protection, which is the Information Commissioner’s Office (ICO).  Please do contact us in the first instance if you wish to raise any queries or make a complaint in respect of our handling or use of your personal information, so that we have the opportunity to discuss this with you and to take steps to resolve the position.  You can contact us using the details set out at the beginning of this privacy notice. 

THIRD-PARTY WEBSITES/APPS

Our website may contain links to third party websites/apps. If you click and follow those links then these will take you to the third party website. Those third-party websites may collect personal information from you and you will need to check their privacy notices to understand how your personal information is collected and used by them.

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It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.

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COOKIES

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You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly. For more information about the cookies we use, please see our Cookies Policy.