Privacy Policy
Farnham Pet Travel is a data controller of your personal data, and is registered with the Information Commissioner's Office (ICO).
We have adopted this Privacy Policy, which determines how we process the information we collect and which also provides the reasons we must collect certain personal data about you. You should read this Privacy Policy before using Farnham Pet Travel's website.
We take care of your personal data and undertake to guarantee its confidentiality and security.
What information we collect, use, and why
When you visit the Farnham Pet Travel website, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the installed cookies on your device. Additionally, as you browse the Site, we collect information about the individual web pages you view, what websites or search terms referred you to the Site, and how you interact with the Site. We refer to this automatically-collected information as "Device Information".
Our top priority is customer data security and, as such, we process only minimal user data (only as much as is absolutely necessary to maintain the website and offer our services). Information collected automatically is only used to identify potential cases of abuse and establish statistical information regarding website usage. This statistical information is not otherwise aggregated in such a way that it would identify any particular user of the system.
You can visit the website without telling us who you are or revealing any information by which someone could identify you as a specific, identifiable individual. If, however, you wish to use some of the website's features, or you wish to receive our newsletter or provide other details by filling a form, you may provide personal data to us. You can choose not to provide your personal data, but then you may not be able to take advantage of some of the website's features or receive our services.
We collect information about you when you email us, submit our online form, register as a Client or book appointments. The information we collect and the reasons for doing so are listed below:
To provide and improve products and services for Clients:
Name and contact details
Addresses
Payment details (including card or bank information for transfers and direct debits)
Transaction data (including details about payments to and from you and details of products and services you have purchased)
Pets' details, including pets' medical details
Website user information
Usage data (including information about how you interact with and use our website, products and services)
Information relating to compliments or complaints
Records of appointments, email and telephone conversations, meetings and decisions
For the operation of client or customer accounts:
Name and contact details
Addresses
Purchase or service history
Marketing preferences
Technical data, including information about browser and operating systems
For the prevention and detection of crimes:
Name and contact details
Pets' details, including pets' medical details
Client accounts and records
For information updates or marketing purposes:
Name and contact details
Addresses
Purchase or service history
Marketing preferences
To comply with legal requirements:
Name and contact details
Addresses
Identification documents
Client account information
Pets' details, including pets' medical details
Any other personal information required to comply with legal obligations
For dealing with queries, complaints or claims:
Name and contact details
Addresses
Account information
Purchase or service history
Payment details
Pets' details, including pets' medical details
Customer or client accounts and records
Correspondence
Lawful bases and data protection rights
Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.
Which lawful basis we rely on may affect your data protection rights which are in brief set out below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:
Your right of access - You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. You can read more about this right here.
Your right to rectification - You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. You can read more about this right here.
Your right to erasure - You have the right to ask us to delete your personal information. You can read more about this right here.
Your right to restriction of processing - You have the right to ask us to limit how we can use your personal information. You can read more about this right here.
Your right to object to processing - You have the right to object to the processing of your personal data. You can read more about this right here.
Your right to data portability - You have the right to ask that we transfer the personal information you gave us to another organisation, or to you. You can read more about this right here.
Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. You can read more about this right here.
If you make a request, we must respond to you without undue delay and in any event within one month.
To make a data protection rights request, please contact us using the contact details at the bottom of this privacy notice.
Our lawful bases for the collection and use of your data
Our lawful bases for collecting or using personal information to provide and improve products and services for Clients are:
Contract: we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
Legal obligation: we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
Public task: we have to collect or use your information to carry out a task laid down in law, which the law intends to be performed by an organisation such as ours. All of your data protection rights may apply, except for the right to erasure and the right to portability.
Our lawful bases for collecting or using personal information for the operation of Client or customer accounts are:
Contract: we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
Our lawful bases for collecting or using personal information for the prevention and detection of crimes are:
Legal obligation: we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
Our lawful bases for collecting or using personal information for information updates or marketing purposes are:
Consent: we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
Legitimate interests: we're collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
Collecting or using Client data for the purpose of occasional email-based direct marketing of services similar to -- and offers on services similar to -- those already provided to the Client.
Our lawful bases for collecting or using personal information to comply with legal requirements:
Legal obligation: we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
Public task: we have to collect or use your information to carry out a task laid down in law, which the law intends to be performed by an organisation such as ours. All of your data protection rights may apply, except for the right to erasure and the right to portability.
Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:
Contract: we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
Legitimate interests: we're collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
To allow us to identify and rectify any problems with our services, so that we may make improvements.
Where we get our personal information from
Directly from you
Legal bodies or professionals (such as other veterinary surgeons)
How long we keep information
We keep your personal information for the minimum time necessary to perform our services, whilst adhering to regulatory requirements:
When you visit our website:
Website usage data (including information about how you interact with our website, products and services): 90 days.
If you make an enquiry:
Correspondence notes and records, including emails sent and received: 6 months.
If we provide you with services:
Clinical records, including names, addresses, contact details, pet details, pet medical records, and certified copies of any Certificates issued: 3 years from date of Certificate issue (as required by the Animal and Plant Health Agency). If any medication is prescribed or supplied this will be extended to 5 years (as required by The Veterinary Medicines Regulations 2013).
Transaction data (including details about payments to and from you and details of products and services you have purchased): 6 years (as required by HMRC).
Other payment details (including card or bank information): no more than 7 days.
Correspondence notes and records, including emails sent and received: 3 years.
Information relating to compliments or complaints: 3 years.
Who we share information with
It may occasionally be necessary to share your pet's clinical record with another veterinary practice, for example in the case of a medical emergency, or with a Travellers' Point of Entry or Border Control Post to validate information contained within the Certificate we provide. We may also be required to share information with the Animal and Plant Health Agency for the purpose of auditing services provided by Official Veterinarians. This processing is in order to fulfil contracts we might have with you and fulfil our legal obligations.
We may also share personal information with:
Debt collection agencies
Other financial or fraud investigation authorities
Professional or legal services and advisors, including insurance/indemnity providers
Emergency services
Regulatory authorities
External auditors
Organisations we're legally obliged to share personal information with.
We use the following Data Processors to enable us to perform our services efficiently:
Calendly: This data processor manages our online booking calendar
Square: This data processor manages our online payments.
Sharing information outside the UK
Where necessary, we may transfer personal information outside of the UK. When doing so, we comply with the UK GDPR, making sure appropriate safeguards are in place.
For further information or to obtain a copy of the appropriate safeguard for any of the transfers below, please contact us using the contact information provided below.
Organisation name: Calendly
Category of recipient: Online booking calendar provider
Country the personal information is sent to: USA
How the transfer complies with UK data protection law: The country or sector has a UK data bridge (also known as Adequacy Regulations)
Organisation name: Squareup Europe
Category of recipient: Payment service provider
Country the personal information is sent to: European Union
How the transfer complies with UK data protection law: The country or sector has a UK data bridge (also known as Adequacy Regulations)
Furthermore if a Border Control Post or Travellers' Point of Entry outside the UK requests validation of information contained within a Certificate we have provided, we will necessarily be required to confirm this. This information will be shared in accordance with UK data protection law (for example, to the European Union, compliance due to a UK data bridge).
Links to other websites
Our website may contain links to other websites that are not owned or controlled by us. Please be aware that we are not responsible for such other websites or third parties' privacy practices. We encourage you to be aware when you leave our website and read the privacy statements of each website that may collect personal information.
Information security
We secure information you provide on computer servers in a controlled, secure environment, protected from unauthorized access, use, or disclosure. We keep reasonable administrative, technical, and physical safeguards to protect against unauthorized access, use, modification, and personal data disclosure in its control and custody. However, no data transmission over the Internet or wireless network can be guaranteed.
How to complain
If you would like to understand more about this Policy, or wish to contact us concerning any matter relating to individual rights and your Personal Information, you may send an email and/or complaint to: hello@farnhampettravel.co.uk .
If you remain unhappy with how we've used your data after raising a complaint with us, you can also complain to the ICO.
The ICO's address:
Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Last updated
January 2025