Privacy Policy

1. Who we are

Welland Valley Pet Care is a dog walking and pet visiting business run by Claire, based in Market Harborough and covering the Welland Valley. We are the “data controller” for the personal information described in this policy, which means we decide how and why it is used.

This policy applies to anyone who contacts us, enquires about a service, or uses our website. We follow UK data protection law, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

2. What information we collect

We ask for only what we genuinely need to care for your pet properly and to run the service. Where your pet’s health or medication is involved, we treat that information with particular care.

• Your contact details — your name, email address, phone number and the address where your pet is kept, whenever you send us an enquiry, call, text or message us on WhatsApp.
• Your pet’s details — name, breed, age, diet, routine, behaviour, veterinary and medication information, and the access arrangements for your home.
• Your service records — dates and times of walks or visits, notes we make while caring for your pet, and any photos or videos we share with you.
• Payment and administration records — invoices, receipts and payment history, so we can keep accurate accounts.
• Your communications with us — copies of emails and messages, and notes of phone calls.

3. How this website works

When you use the enquiry form on our website, your message is opened in your own email app and sent straight to us, so we only ever receive the details you choose to include. You can also email, call, text or WhatsApp us directly.

This website does not use analytics, advertising or tracking cookies, it does not build profiles of visitors, and it does not take card or bank payments.

4. How we use your information

We use your personal information for the following reasons, each with a lawful basis under UK GDPR:

• To reply to your enquiry and arrange a meet and greet — necessary to take steps before entering a contract with you.
• To provide the service you have booked, including feeding, medication, home access and your pet’s routine — necessary to perform our contract with you.
• To keep your pet safe and well, for example by sharing medication details with the carer assigned to your pet — our legitimate interests, and your animal’s welfare.
• To take payment, issue invoices and keep records for tax and insurance purposes — a legal obligation.
• To tell you about changes to a booked service, or to ask you to check your pet’s details are still correct — our legitimate interests.
• To defend or pursue a legal claim, or where we are asked to by a court, the police or another authority — a legal obligation.

5. Marketing

We do not use your personal information for marketing, we do not add you to mailing lists, and we never sell, rent or trade your information with anyone.

6. Who we share your information with

We keep your information private and only share it where we genuinely need to:

• Our service providers — such as our website host and email provider — who act only on our instructions and may use your information for that purpose alone.
• Your veterinary practice, if your pet needs urgent veterinary attention while in our care.
• Our insurer or professional advisers, for example our accountant, if a claim or legal matter arises.
• The police, a court or another authority, where we are legally required to disclose information.

7. Where your information is kept

We do not intentionally transfer your personal information outside the United Kingdom. If a service provider we use does transfer information outside the UK, we choose providers who apply suitable legal safeguards to that transfer.

8. How long we keep your information

We only keep information for as long as we need it:

• Enquiries that do not lead to a booking: up to 12 months, so we can pick up where we left off if you get back in touch.
• Client records: for as long as you are a client, and up to 6 years afterwards to meet tax, insurance and legal requirements.
• Photos or videos of your pet that you have asked us to keep or share: until you ask us to delete them.

9. How we protect your information

No method of storing or sending information is completely secure, but we take these steps seriously and review them regularly. If a personal data breach ever happens that could affect you, we will tell you and the Information Commissioner’s Office within the timescales the law requires.

• Access to your information is limited to Claire and, where needed, the carer looking after your pet.
• Email accounts and devices are protected with strong passwords and, where available, two-step verification.
• Home access details, keys and alarm codes are kept strictly confidential and are never shared with anyone outside the care of your pet.
• We do not collect card or bank details through this website.

10. Your rights

Under UK data protection law, you can ask us to:

• give you a copy of the personal information we hold about you (a subject access request);
• correct anything you believe is inaccurate;
• delete your information, where we have no legal reason to keep it;
• restrict or stop certain processing, or object to it;
• move your information to another provider in a usable format; and
• withdraw any consent you have given us, at any time.

11. Children’s information

Our services are aimed at adults. We do not knowingly collect personal information from children, so please do not send us any.

12. Complaints and changes

These requests are free of charge. Email us using the details below and we will respond within one month. If you are unhappy with how we have handled your information, you have the right to complain to the Information Commissioner’s Office (ico.org.uk, 0303 123 1113), although we would always appreciate the chance to put things right first.

We may update this policy from time to time. The “last updated” date at the top of this page shows the current version.