Privacy Policy 

This Privacy Policy applies to The Home Vet Company Limited and the services we provide to clients in Ross-on-Wye and the surrounding areas, including community events and client communications. 

Who are we? 

The Home Vet Company Limited. Unit C, The Valet Building, Overross Street, Ross-on-Wye, Herefordshire, HR9 7AS Telephone: 01989 544155 Email: hello@thehomevetcompany.co.uk Website: www.thehomevetcompany.co.uk Director and Veterinary Surgeon: Mrs Anna Preece BVMS MRCVS We provide a mobile veterinary service, offering consultations, diagnostics, surgery and nurse clinics from our fully equipped mobile veterinary van — visiting pets in the comfort of their own homes. We also work closely with Brookfield Vets for out-of-hours and emergency care. 

Our principles of data protection 

Transparency – You may ask us at any time what data we hold about you, or request a copy of your pet’s clinical records or invoices. Security – Your data is securely stored within our practice management system, Lupa, a UK-based, GDPR-compliant cloud platform that encrypts and protects client information on secure servers. Any data breach affecting Lupa would be promptly reported to us, and we would take immediate action in line with GDPR requirements. Stewardship – We take full responsibility for safeguarding your data, maintaining its accuracy, and using it only for legitimate veterinary purposes. 

How we obtain your data 

Information you provide – When registering your pet, we collect your name, address, phone number(s), and email address so we can contact you and visit your premises. Information from visits – We may make notes such as directions or access instructions to assist with future appointments. Information from third parties – We may request your pet’s clinical history from previous veterinary practices, which can include the contact details they hold for you. If you do not provide accurate contact details, we may be unable to deliver our veterinary services, as this information is essential for care, communication, and invoicing. 

Why we process your data 

We process personal data only when necessary for: • Performing a contract with you (to provide veterinary care) • Fulfilling legal obligations (e.g. medical records, controlled drugs legislation) • Obtaining your consent (e.g. for marketing or reminders) • Legitimate business interests, where this does not override your privacy rights 

How we use your data 

We use your information to communicate with you (via email, phone, or post), to provide veterinary care, to liaise with Brookfield Vets, other vets and other third parties, support payment processing through SumUp, and manage and improve our business using anonymised data. 

How we share your data 

We may share your data with: • Third parties involved in your pet’s care (Brookfield Vets, laboratories, microchip registries, cremation services, insurance companies) • Regulators such as law enforcement, courts, or government bodies when required by law • Potential business partners or buyers in the event of a merger or acquisition, subject to confidentiality safeguards • Other parties only with your explicit consent. We will not pass on your personal data to any third parties without your consent unless the law requires us to do so. We do not provide any personal data to the suppliers of the medicines we administer or the pet care products we sell. 

Data storage and international transfers 

All clinical and client data is stored within Lupa, a UK-based, cloud-hosted veterinary management system. Lupa complies fully with UK GDPR and the Data Protection Act 2018 and stores all data on secure UK servers. Your information is not transferred outside the UK or EEA unless legally required or with your consent. 

Data security 

We have robust technical and organisational measures in place to protect your information, including password protection, user-level access controls, encrypted storage, and staff confidentiality training. All employees of The Home Vet Company receive data-protection and GDPR awareness training as part of their induction. 

Data retention 

We retain your personal and clinical data for as long as it is required to provide services and to meet our legal and professional obligations. Typically, records are kept for seven years after your last appointment or account closure, unless a longer period is legally required. After this time, data will be securely deleted or anonymised. 

Your rights 

Under the UK General Data Protection Regulation (UK GDPR), you have the right to: • Request a copy of the personal data we hold about you • Request correction or deletion of your information (subject to legal requirements) • Withdraw consent for marketing or reminders • Request transfer of your pet’s records to another veterinary practice You can exercise these rights by contacting us at hello@thehomevetcompany.co.uk or by phone on 01989 544155.

Contacting us 

If you have any questions about this Privacy Notice or how your data is handled, please contact: The Home Vet Company Limited Unit C, The Valet Building, Overross Street,Ross-on-Wye, Herefordshire, HR9 7AS Email: hello@thehomevetcompany.co.uk 

Complaints 

We take the processing of your personal data very seriously and are here to help with any concerns you may have. Please do contact the practice at hello@thehomevetcompany.co.uk or 01989 554155. If you are still not happy with how your personal data is being processed by The Home Vet Company Ltd or how your complaint has been handled, you also have the right to lodge a complaint directly with the Information Commissioners Office at https://ico.org.uk/concerns/ or by calling 0303 123 1113.