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Privacy policy

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Introduction

Zoomies Mobile Vet Care Ltd is a veterinary practice solely providing care for patients in their homes operating in the UK. Our contact details can be found on our website.

Zoomies Mobile Vet Care Ltd is committed to protecting and respecting your privacy. This Privacy Policy explains how we collect, use, share, store and protect the personal data we hold about you, and explains your rights under the Data Protection Act 2018 and the United Kingdom General Data Protection Regulation. Zoomies Mobile Vet Care Ltd is the Data Controller for the personal data described in this Privacy Policy.

Zoomies Mobile Vet Care Ltd (“we”, “us”, “Ours”) is a limited company registered in England and Wales with the registration number 15636377. In any of our terms and conditions documents we may abbreviate our company name to “Zoomies MVC”. Our registered office is Fulford House, Newbold Terrace, Leamington Spa, England, CV32 4EA. This document sets out the terms of the contract between us (Zoomies MVC) and you (the registered animal owner or individual requiring veterinary services).

 

What data do we collect and why?

Most of the personal data we collect is directly from you, as you use or request services from us, or get in touch with us either on our website, social medica, text, WhatsApp, facebook or telephone call to name the most common. You will be asked for some essential information including your title, first name, surname, postal address, email address, telephone, details of your pet and, if applicable, payment information and more to enable us to provide veterinary care and administer your account.

We may also collect the contact details of someone authorised to act on your behalf, for example if you request that another person make payments or manage your pet’s care.

We may receive data about you or your pet from other veterinary practices, referral centres, insurers, laboratories and diagnostic providers, where you have consented to a transfer of records or where those third parties are entitled to share the information with us.

​This data helps us to:

  • Provide veterinary care to your pet; 

  • Register you as a new client, to access our services;

  • Speed up form filling, if registered online;

  • Contact you about your pets health, test results, relevant updates;

  • Prevent and detect fraud, we may need to disclose information to assist legal or debt recovery processes;

  • Allow us to take payment over the phone for outstanding fees or allow us to receive monthly direct debits for health care plans

  • Arrange and manage appointments

  • Providing veterinary care, treatment, prescriptions, and advice.

  • Keeping accurate clinical records as required by law and professional standards.

  • Contacting you about your pet’s health, follow-up care, or reminders such as vaccinations or check ins.

  • Processing payments, invoicing, or managing insurance claims.

  • Communicating with other veterinary professionals or laboratories involved in your pet’s care.

  • Managing legal or regulatory obligations, for example RCVS practice standards or controlled drug rules.

  • Reviewing clinical notes to improve our service and ensure quality and safety.

  • Send you reminders about appointments and other notable dates;

  • Notify you about changes to our service.

This policy applies to personal data we obtain about current and former clients, prospective clients, website users, suppliers, contractors, and any other individuals whose personal data we process in the course of operating our mobile veterinary practice.

 

Who we share your personal data with

Sometimes it may be necessary to share your personal and your pets data with third parties in order to provide services, comply with legal obligations or to support business operations. administrative reasons.

 This may include but are not limited to:

  • Companies and service providers approved by you

  • Other veterinary practices or referral centres approved by you

  • Other veterinary specialists, laboratories and animal health providers and agencies, where the personal data cannot be anonymised or is otherwise necessary

  • IT providers, payment processors, or secure cloud storage companies that help us run our practice.

  • Royal College of Veterinary Surgeons

  • Banks and payment service providers to make payments or receive refunds.

  • Debt recovery agencies where necessary

  • Law enforcement, fraud prevention agencies and other public authorities

  • Insurance companies with whom you have insured your pet with;

  • If we stop using their services, any of your personal information held by them will either be deleted or rendered anonymous after 7 years (subject to applicable law). 

  • Regulatory bodies, fraud prevention agencies and other public authorities if required by law

If we stop using a third party’s services, any of your personal information held by that third party will either be deleted or rendered anonymous in accordance with our supplier agreement and any applicable legal requirements. As a general rule we will require third parties to return or delete personal data at the end of their engagement, and we will ensure contractual protections are in place to protect your information.

We never sell your information, and we do not allow others to access it for their own purposes.

 

How do we keep your personal information secure?

We use appropriate technical and organisational measures to protect the personal information that we collect and process about you. The measures we use are designed to provide a level of security appropriate to the risk of processing your personal information. Any third party will only process your personal data on our instructions, and they are subject to a duty of confidentiality and other contractual terms to protect your data.

​Specific measures we use include:

  • Keeping your information up-to-date and accurate. Please note that, to do this, we require you to tell us if any of your details such as your name or address change; and

  • Having in place strict security procedures for the storage and disclosure of your information to prevent unauthorised access.

  • Password protected practice management systems and encryptions where appropriate,

 

  • Having cloud storage solutions

  • Restricting access to staff who need the information to do their jobs.

  • Following veterinary, legal, and professional data protection rules.

  • Using secure email and encrypted storage where appropriate.

  • Training staff in confidentiality and data protection.

  • All third party suppliers who process data on our behalf are required to implement suitable security measures and are contractually obliged to act only on our instructions and to keep the data secure.

Despite all reasonable steps being taken, no method of transmission over the internet or method of electronic storage is completely secure, and we cannot guarantee absolute security.

 

International transfers

Some of our service providers may transfer or store data outside the United Kingdom. Where personal data is transferred outside of the United Kingdom, we will ensure that appropriate safeguards are in place to protect the data in accordance with applicable data protection laws.

Call recording and media

We may record incoming telephone calls for staff training and quality monitoring, and we will make reasonable efforts to notify you of such recording at the start of the call. If you do not wish your incoming call to be recorded you may inform the person answering the call and we will call you back with recording disabled, where operationally feasible. Recordings are encrypted and retained in accordance with our retention policy. We may also record or store other electronic communications such as voicemails, emails and messages and any photographs or video you provide to us in relation to your pet’s care, for the purposes of clinical record keeping, diagnostics and training.

 

Data retention

We retain personal information we collect from you where we have an ongoing legitimate business need to do so as described in this policy and our other terms and conditions and in accordance with legal and professional obligations. When we have no ongoing legitimate business need to process your personal information, we will either delete or anonymise it or, if this is not possible, then we will securely store your personal information and isolate it from any further processing until deletion is possible.

Clinical and medical records for veterinary patients are retained for a minimum period in line with Royal College of Veterinary Surgeons guidance and good practice, normally for at least seven years following the last contact with the client, and longer where special circumstances apply such as ongoing litigation or continuing treatment needs and may be retained longer than the standard retention periods.

This is in accordance with the data protection Act 2018 and consumer protection regulations 2000.  

 

Third party websites and links

Our website may contain links to third party websites. This Privacy Policy does not apply to those websites and we are not responsible for the privacy practices of those websites. If you follow a link to a third party site you should check the privacy policy of that site before providing any personal information.

 

Updates to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. When we make material changes we will publish the updated policy on our website and, where appropriate, notify clients by email. The policy version will be indicated by the “Last updated” date at the bottom of this document.

Your Rights

You are in control of your own information. Under the UK data protection law you have some important rights available to you.

In summary, these include: 

  • Request information about how we are using your data 

  • Request a copy of your personal data 

  • Request that we delete your data in certain circumstances

  • Where you have been asked for and given us your consent, withdraw that consent 

  • Request that we correct any personal data that is inaccurate 

  • Request that we transfer elements of your personal data to another service provider 

  • Request that we restrict or stop processing all or part of your data

  • Request withdrawal from our services. 

 

Complaints

If you are unhappy about how we have used your personal data you should contact us at info@zoomiesmvc.co.uk in the first instance and we will do our best to resolve your concerns. You also have the right to lodge a complaint with the Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, SK9 5AF, telephone 0303 123 1113, or via their website.

 

Contact details

If you have any questions about this Privacy Policy or how we process personal information, or if you wish to exercise your rights, please contact:

Zoomies Mobile Vet Care Ltd
Email: info@zoomiesmvc.co.uk

 

Last updated on 17th December 2025

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