PRIVACY NOTICE

Your privacy and the security of your details are of paramount importance to us.

Privacy Notice

Updated 1st March 2026


Inspiring Vet Care Limited (“we”, “our”, “us”) is committed to protecting your personal data. 


This Privacy Notice (“Notice”) explains how we collect, use and protect information about you, who we may share it with, and the rights that you have. This Notice covers most of the ways in which you will interact with us, through our website, in our veterinary practices, on social media or via our apps (our “Service”).  


Please read this Notice carefully so that you understand your rights in relation to your personal data and how we will collect, use and process your personal data. This Notice may be supplemented by additional privacy related notices and policies that we provide from time to time. If we use your personal data for reasons not covered by this Notice, we will let you know. This could include by way of notifications, signage in specific locations or other messages. 


If you do not agree with any part of this Notice, you should refrain from accessing our electronic media.  Our website and Services are not intended for children, and we do not knowingly collect data relating to children. 


We update this Notice from time to time and updates will apply only to information collected after the date of the change. We will note on our website when the Notice has been updated. Please check the website regularly for updates. 


Please note that this Notice does not apply to information we collect and process about your pet, as such information, by itself, is not personal data under applicable data privacy laws. 


What is included in this Notice? 


  1. Who we are 
  2. The personal data we collect and how we use it 
  3. Cookies 
  4. Who we share your personal data with 
  5. International transfers 
  6. Keeping your personal data secure 
  7. Data retention 
  8. Other important information 
  9. Links to other websites 
  10. Your rights in relation to your personal data 
  11. Changes to your personal data 
  12. Contact Details


1. Who we are


Controller 


We are the controller responsible for the processing of your personal data pursuant to the UK General Data Protection Regulation and UK Data Protection Act 2018, with the following details: 


Inspiring Vetcare Limited
The Chocolate Factory, Keynsham, 

Bristol BS31 2AU.
UK Companies House registration number 07746795 

UK Information Commissioner’s Office registration Z3212973. 


We are part of the IVC Evidensia Group of Companies. You can find a list of IVC Evidensia Group Companies  here which includes brands such as VetSuccess (FKA Easy Direct Debits), VetsNow, PetAir, Pawsquad amongst others, which act as separate controllers and have their own privacy notices. Sour  


2. The personal data we collect and how we use it 

The table below sets out details of how we collect, process and use personal data: 


Use of Personal Data​ Type of Personal Data Used How we collect data Legal Basis for processing
Provide the Services, including veterinary services and products to you including results of tests, treatment and providing emergency care. Title, name, address, phone number, email address, name of your spouse or partner (if co-owner of pet) or pet handler or others authorised to make decisions for your pet, preferred vet practice and information about your use or interaction with the Services. Directly from you and/or from a veterinary practice (for example, where your pet is referred to us from another practice). Performance of Contract
If requested by you, register your pet to an IVC Pet Health Club® plan and provide such plan. Title, name, email address, phone number, address, preferred vet practice, payment card details and direct debit preferences. Directly from you. Performance of Contract
Obtain payment for the provision of our Services. Financial and billing Information such as your name, address, email address, bank and card details. Directly from you and/or credit reference agencies Performance of Contract
Provide you with website functionality and other content, including to allow you to register and maintain your account with us (where applicable). Name, email address, information about your use or interaction with the Website, log in details and account details (where applicable). Directly from you. Performance of Contract
Provide you with service messages by phone, SMS or email to remind you of appointments, inform you about security, privacy or administrative related matters including your pet’s health, for example vaccinations, health or wellness checks, general advice on behaviour or disease prevention (these communications are not marketing orientated, and we do not rely on consent). Sometimes, we rely on trusted third parties to conduct such service calls or messages on our behalf. Name, phone number, email address and information about the Services you have used or requested. Directly from you. Performance of Contract
Register pet microchip and identify pet owners from information associated with pet’s microchip (for example, to reunite a lost pet with their owner). Name, phone number and regional location. Directly from you or from the pet microchip databases. Legal obligation
Administer the website and Services, conduct troubleshooting, data analysis, testing, research, statistical and survey analysis. Name, contact details, data about your use of the website and Services, data about products and Services provided to you, recordings of your calls or online chat with our customer service staff. Directly from you (in some cases, automatically, when you use the website). Legitimate Interest to run a successful and efficient business and to ensure legal protection, safety of all premise users and security of property.
Improve our Services to you and other clients, including by gathering feedback from you via surveys and analysing personal data about your use of our Services. Name, email address, phone number, information about the use and interaction with our Services, recordings of your calls with our customer service staff. Directly from you. Legitimate Interest to run a successful and efficient business and to ensure legal protection, safety of all premise users and security of property.
Develop, train and deploy our tools and systems - including through artificial intelligence and machine learning – for the purposes of improving our Services through, for example, the use of chatbots (where relevant), diagnostic analytics and fraud detection features. We may also anonymise personal data for AI training purposes. Name, contact details, data about your use of our Services. Directly from you. Legitimate Interest to run a successful and efficient business and to ensure legal protection, safety of all premise users and security of property.
To assist with our veterinary record keeping, we may record, transcribe and summarise consultations having reliance on internally approved artificial intelligence tools Title, name, voice, any incidental personal data mentioned in passing Directly from you, during a consultation in one of our clinics Legitimate Interest to run a successful and efficient business and to ensure legal protection, safety of all premise users and security of property.
Maintain the safety and security of our users, our clients, our staff, the animals in our care, our property and premises, our Services and business. Account log in details (if applicable), name, address, CCTV footage (where we operate the CCTV cameras). Directly from you or CCTV footage. Legitimate Interest to run a successful and efficient business and to ensure legal protection, safety of all premise users and security of property.
Prevent or detect crime, or act in the public interest including for animal welfare purposes. Name, address, phone number, email address, CCTV footage (where we operate the CCTV cameras). Directly from you, CCTV footage, or from third parties such as other vet practices, or competent authorities (e.g. the RSPCA). Legitimate Interest to run a successful and efficient business and to ensure legal protection, safety of all premise users and security of property.
Handle complaints and queries including monitoring and recording phone calls for the purpose of quality assurance, training and compliance. Name, contact details, information about the Services you have used or requested, call recordings. Directly from you and/or from the Royal College of Veterinary Surgeons or other competent authorities. Legitimate Interest to run a successful and efficient business and to ensure legal protection, safety of all premise users and security of property.
Send or deliver to you marketing communications to provide information about our products and services (including services provided by the rest of the IVC Group) that may be of interest to you, including sending you offers, discounts or other promotions. You can opt-out of receiving marketing from us in person or via the phone at any of our veterinary practices or use the unsubscribe link included in our marketing communications. Name, email address, phone number, marketing preferences, preferred vet practice and information about the Services you have used or requested. Directly from you. Legitimate Interest to promote our business, soft-opt in consent for existing customers or otherwise consent.
Contact you either directly via telephone or through a telemarketing service provider to provide you with offers, discounts or other related offers. You can opt out by registering with the UK National Telephone Preference Service (TPS), by contacting your veterinary practice or by telling the operator on the call that you do not want to receive marketing calls. Name, email address, phone number, marketing preferences, preferred vet practice and information about the Services you have used or requested. Directly from you. Legitimate Interest to promote our Services and keep our clients informed.
Build and generate insights to better understand our client base, inform our marketing campaigns and activities and/or identify new potential clients (lookalikes) based on information about our existing clients, exclude you from seeing advertisements, including through third party websites and platforms (such as custom or lookalike audiences through Meta and Google). Name, email address, phone number and information related to your use and interaction with our Services. Your personal data is securely hashed before being shared. In addition, we use cookies and other tracking technologies to collect browsing behaviour for analytics and audience targeting with your consent. Directly from you, your computer, mobile phone or other device. Legitimate interests to provide a better service and enhance our client base, or otherwise consent.
Support insurance claims. Name, address, email address, phone, account number, signature and financial information (such as bank account details for reimbursement). Directly from you and/or insurance company. Legitimate interests to run a successful and efficient business.
Deliver personalised content, promotional messages, and advertisements on our and/or third-party sites (including through advertising networks), that align with your interests and preferences. Data related to your use and interaction with our website or Services, device data, IP address, general location data collected by cookies and tracking technologies (such as internet activity, audience information), data collected by third-party sites about your use of their sites (e.g. interactions with our pages on social media platforms such as likes, following). Directly from you, your computer, mobile phone or other device and from marketing and advertising partners including third-party platforms, such as social media platforms. Consent (including soft-opt in for marketing to existing customers)
Run contests or promotions on social media. Data related to your engagement with our social media pages and your participation in our contests or promotions including, your endorsements, likes, and photos/videos you post of you and your pet. Directly from you or from your social media interactions. Consent (including soft-opt in for marketing to existing customers)
Marketing and publicity at events. Photos taken at live events (e.g. dog/cat/horse shows, pet fairs etc.), title, name, email address, phone number and signature. Directly from you. Consent (including soft-opt in for marketing to existing customers)

In addition, we will use some or all of the above information to comply with any applicable legal obligations, to enforce any applicable terms and conditions and/ or terms of service, and to protect or defend the Services, our rights, the rights of our users, or others (for example we may process your personal data in relation to mediation services in relation to complaint resolution, animal welfare or regulatory investigations). If we sell or acquire assets, business units or companies, we process personal data to prepare and execute transactions (e.g. information about clients or their contact persons or employees), and we may disclose such information to potential buyers or sellers. We conduct such processing in our legitimate interests to operate a successful and efficient business. 


We do not normally collect or use ‘special category’ (or sensitive) personal data, such as health data, except where it is provided to us voluntarily in the context of a client query or complaint, in which case we process such data in accordance with your consent or as necessary to exercise or defend our legal claims.  


If you do not provide us with certain personal data (such as your name, address, financial information, or any other information that is essential for us to provide the Services), we may not be able to provide our Services to you. 



If you have provided a third party’s personal data (e.g. as part of your pet’s record), you are responsible for informing them that we will process their personal data in accordance with this Notice, and you must obtain their consent to such processing. 


3. Cookies


We use cookies and other similar technologies, such as pixels, to collect information about your browsing activities over time on our website and across different websites following your use of our Services. Please see our Cookie Policy for more information. 


4. Who we share your personal data with


We may share your personal data with the following recipients: 


IVC Evidensia Group 


We may share your personal data with one or more IVC Evidensia Group Companies as we use global systems as well as group-wide integrated services and functions provided by employees in various companies of the Group to process personal data and provide our Services.   


Third Party Controllers 


We may share information with other organisations who are using your personal data for their own purposes, such as: 


  • Royal College of Veterinary Surgeons, RSPCA, SSPCA and other relevant authorities responsible for the regulation of veterinary services and animal welfare; 

 

  • Veterinary specialists, laboratories and animal health providers, hospitals, referrals, crematoria and agencies; 

 

  • Financial services providers, debt collection and credit reference agencies; 

 

  • Insurance and related companies, and other professional and legal advisors; 

 

  • Law enforcement agencies, courts, government authorities, regulators (such as RSPCA or RCVS) or other third parties when required by law (such as during an investigation) or to protect our rights or the rights of any third party; 

 

  • Advertisers, advertising networks, our social media partners (such as Meta and Google) and/or analytics providers; 

 

  • Other third parties, where any part of our business is outsourced, sold, merged, or subject to bankruptcy or other business transaction or re-organisation and where permitted by law, the new provider will become the controller of your personal data; and 

 

  • Other third parties as instructed by you, with your consent or as necessary to exercise or defend our legal claims.   

 

Service Providers  


We may share your personal data with our services providers who may process your personal data to assist us in providing you with our Services.  These may include: 


  • Security vendors, website hosting vendors, as well as IT vendors that perform business operations for us; 
  • Call centre providers for customer service support, billing questions, making service calls for appointments and other outreach services as well as telemarketing; 
  • Third party providers or delivery services for supplying you with pet supplies, Pet Chip data, transportation of your pet to or from the veterinary practice or to/from daycare provider; and 
  • Veterinary laboratory and pharmacy services to process testing and provide medication or treatment. 
  • 

Others associated with your pet’s record 


We may share your personal data with others you have nominated in your pet’s record such as your spouse or partner (if co-owner of pet), pet handler or others authorised to make decisions for your pet (including ad hoc authorisations such as for kennels or boarding providers), unless you provide your veterinary practice with written instructions that you wish to amend the record to remove their details. 



5. International Transfers


Some of our business processes may be provided by our third-party providers outside of the UK or the EU, such as in India and the United States.  Where we transfer your personal data outside the UK or the EU, we ensure that your personal data continues to be protected to the same standards by: 


  • Ensuring that the importing country has been agreed by the relevant data protection regulators to provide an adequate level of protection; or 
  • Making sure that regulator-approved contracts are in place to protect your personal data and rights (e.g. the UK addendum to the European Commission’s Standard Contractual Clauses or the UK international data transfer agreement). 

Please contact us by email (privacy@ivcevidensia.com) if you would like further information on the specific safeguards used when transferring your personal data out of the UK or the EU. 


6. Keeping your personal data secure


We have security and other measures in place to help protect your personal data and limit how it can be accessed or used, and policies and procedures to identify and handle suspected personal data breaches and other security threats. 



Please be aware that the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, your transmission of data is at your own risk; we cannot guarantee the security of your data transmitted from you to our network. 


7. Data retention


We retain your personal data only for as long as processing is reasonably necessary in accordance with applicable data privacy laws or in accordance with statutory exceptions, derogations or requirements. 


When determining the length of time to retain your personal data, we consider various criteria, including whether we need the information to continue to provide you with our Services, resolve a dispute, enforce our contractual agreements, prevent harm, promote safety, security, and integrity, ensure animal welfare or protect ourselves, including our rights, property or products. We will also retain and use your personal data to the extent necessary to comply with our legal obligations, resolve disputes and enforce our terms and conditions, other applicable terms of service, and our policies.  The retention period may also depend on legal or regulatory requirements to which we are subject. 


Generally, your personal data will be retained for a period of 7 years from the date we stop providing our Service to you, unless: 


  • We are required by law, regulation or other requirements to retain such data for shorter or longer; and/or 
  • We need to exercise, defend or pursue legal claims. 



8. Other important information


  • Pet Data - Your pet’s clinical record and information about your pet, including pet’s name, veterinary practice record, test results, vaccination, date of birth and/or death, litter, spay/neuter, disease, results of health or wellness checks and other treatment information is not “personal data” as defined by applicable data protection laws. This information may be shared with other veterinary or after-hours emergency vet practices and pet hospitals for your pet’s treatment, continuity of care and with insurance companies for payment of services. We may also use or share this information with regulators, government agencies universities or veterinary pharmaceutical companies for veterinary health and welfare studies or analytics. We may also use a Pet Chip number with the network of official Pet Chip databases, to identify a lost, stolen or deceased animal. 

 

  • Pet Health Club - Is a subscription service provided by us, and processing of your personal data associated with this service is carried out by the same controller as the controller of your veterinary practice. 


9. Links to other websites


If you use our websites or apps and click on external links provided on our website, you will no longer be on our website or network and those sites will collect and process information about you for their own purposes so please refer to their applicable privacy policies.  



10. Your rights in relation to your personal data 


You have the following rights in relation to your personal data, the right to: 


  • request information about how we are using your personal data; 
  • request a copy of your personal data;  
  • request the correction of any personal data that is inaccurate or completion of any personal data that is incomplete taking into account the purposes of processing;  
  • request the deletion of your personal data; 
  • withdraw your consent if you previously consented to processing of your personal data; 
  • request to stop processing your personal data, other than for storage purposes;   
  • object to our processing of your personal data; 
  • object to marketing; and 
  • transfer elements of your personal data to another service provider. 

Some of these rights may be limited in certain circumstances, or subject to exemptions. For example, where fulfilling your request would adversely affect other individuals or our trade secrets or intellectual property, where there are overriding public interests or where we are required by law to retain your personal data. If you want to exercise any of your rights above, please complete a Rights request form or contact us at privacy@ivcevidensia.com.  


You may also make a complaint to the UK Information Commissioner’s Office



11. Changes to your personal data


It is important that the personal data we hold about you is accurate and up to date. Please keep your veterinary practice informed if your personal data changes during your relationship with us so we can make the necessary updates to your record.


12. Contact Details


We welcome your questions, comments, and concerns about this Notice or the way in which we process your personal data. You can contact us as follows:     


  • By email - privacy@ivcevidensia.com 
  • By post - FAO: Global Head of Privacy, Inspiring Vet Care Limited, The Chocolate Factory, Keynsham, Bristol, BS31 2AU 



Cats gets a treat whilst the owner looks on
Nurse Nikki Gudgin records information during anaesthetic
Nurse Emily records blood pressure on a dog