Who we are
We are Life on Four Legs Ltd, a private limited company registered in England and Wales with company registration number 12333652 and registered office at Matrix House, 12-16 Lionel Road, Canvey Island, Essex, United Kingdom SS8 9DE.
We collect, use and are responsible for certain personal information about you. When we do so we are regulated under the General Data Protection Regulation (GDPR) which applies across the European Union (including in the United Kingdom) and we are responsible as a ‘controller’ of that personal information for the purposes of those laws. We may also act as a ‘processor’ of personal information where we receive personal information from a third party to process on their instructions.
Our collection and use of your personal information
Life on Four Legs Ltd collects personal data about you when you access our website, register online, contact us or send a query via our website, send us feedback, purchase services from us, complete a new client questionnaire or insurance form, or verbally or in writing inform us of a change in circumstance (e.g you move house and would like us to update your address).
We may also collect personal information about you such as your name, address and contact details from your referring veterinarian where you are referred to us by them to provide our services.
The personal information we collect about you depends on the particular activities carried out through our website or the services we provide to you. This information includes:
- your name, names of your family members, home address, email address, and telephone numbers
- bank account and payment details
- notes about communications with your veterinary practice
- details of any feedback you give us by phone, email, post or via social media
- information about the services we provide to you
- your account details, such as username, login details
Please note, the term ‘personal data’ covered by GDPR does not include information about animals.
We use this personal information to:
- create and manage your account with us
- verify your identity
- provide our services to you
- provide information to or correspond with your insurer on your behalf
- customise our website and its content to your particular preferences
- notify you of any changes to our website or to our services that may affect you
- improve our services
Our legal basis for processing your personal information
When we use your personal information we are required to have a legal basis for doing so. There are various different legal bases on which we may rely, depending on what personal information we process and why.
The legal bases we may rely on include:
- consent: where you have given us clear consent for us to process your personal information for a specific purpose
- contract: where our use of your personal information is necessary for a contract we have with you, or because you have asked us to take specific steps before entering into a contract
- legal obligation: where our use of your personal information is necessary for us to comply with the law (not including contractual obligations)
- legitimate interests: where our use of your personal information is necessary for our legitimate interests or the legitimate interests of a third party (unless there is a good reason to protect your personal information which overrides our legitimate interests).
Further information – the personal information we collect, when and how we use it
For further details on when we collect personal information, what we collect as well as how we use it, please read the following sections:
|When information is collected||What information we ask for||How and why we use your information|
|When you register with us or send an enquiry via our website||Contact details: your name, phone number, and email address||We ask for this:
— to create and manage your account with us
— to communicate with you about your account
— to respond to your enquiry
We rely on legitimate interests as the lawful basis for collecting and using your personal information.
Our legitimate interests are ensuring the proper administration and running of our website and services.
We will keep this information until:
— you close your account with us
— we close your account
|When you purchase our services||Contact details: your name, home address, email address and telephone numbers.
Information provided by you for completion of our new client questionnaire.
Information used by us to prepare notes about your communications with the practice.
Payment details: bank account or credit card details.
|We ask for this:
— to communicate with you about your consultation appointment(s), including reminding you of upcoming appointments or sending you follow-up information after a consultation by phone, SMS, email or post.
— to perform our services
— to process your payment
The legal basis for this processing is the performance of a contract between you and us and/or taking steps, at your request, to enter into such a contract and our legitimate interests, namely our interest in the proper administration of our business.
Other than where we are required to hold data for veterinary sector regulatory reasons (in which case such data shall be held for a minimum of 7 years in accordance with current requirements), we will keep this information for 2 years following the date of our last contact or dealing with you, at the end of which period it will be deleted from our systems.
Who we share your personal information with?
Where we provide services to you and you have been referred to us by a veterinarian, we will share information which may include personal information (e.g. contact details we collect from you and/or notes of our consultations which may include your personal information) with the veterinary practice which referred you to us. This data sharing enables your referring vet to be kept informed about our discussion and plan for the treatment of your pet. This allows a continuity of care and is in your pet’s best interest.
We may share your name and contact details and, if appropriate our case notes, with other professionals in the veterinary sector where we have agreed this with you, for example where we deem it appropriate to refer your pet to another field of veterinary medicine .
We may share your name, contact details and, if appropriate our case notes, with another training professional (e.g dog trainer), if after discussion with you, we mutually decide this would benefit your pet.
We may share your name and contact details with a laboratory where we send samples for testing as part of the services we provide to you.
We may share your personal data with your insurer where you ask us to assist you with an insurance claim.
We will share personal information with law enforcement or other authorities if required by applicable law.
We may disclose your personal data to our professional advisers and/or insurers insofar as reasonably necessary for the purposes of managing risks, obtaining professional advice and managing legal disputes and/or making insurance claims.
We will not share your personal information with any other third party.
How will we store your data?
We currently store your data securely on a cloud based practice management programme.
Communications via email are stored locally on a computer owned by Life on Four Legs Ltd and accessed only by Senior Management, prior to being uploaded to our client management programme. Access to both the computer and email account is password protected.
We would like to send you information about services, special offers and newsletters, which may be of interest to you. Where we have your consent or it is in our legitimate interests to do so, we may do this by post, email, telephone or text message (SMS).
We will only ask whether you would like us to send you marketing messages when you tick the relevant boxes or otherwise confirm your consent when you contact us by email or engage us to provide services.
If you have previously agreed to being contacted in this way, you can unsubscribe at any time by:
—contacting us at firstname.lastname@example.org
—using the ‘unsubscribe’ link in emails or ‘STOP’ number in texts
For more information on your rights in relation to marketing, see ‘What are your data protection rights?’ below.
What are your data protection rights?
The right to access: You have the right to access your personal information and to request a copy of personal data we hold about you at any time. If you make a request, we have one month to respond to you. If you would like to exercise any of these rights please contact us at email@example.com.
The right to rectification: You have the right to request that Life on Four Legs corrects any information we hold about you which you believe to be inaccurate.
The right to erasure: You have the right to request we erase your personal data concerning you in certain situations. These circumstances include the following: it is no longer necessary for us to hold those personal data in relation to the purposes for which they were originally collected or otherwise processed; you withdraw your consent to any processing which requires consent; the processing is for direct marketing purposes; and the personal data have been unlawfully processed. However, there are certain general exclusions of the right to erasure, including where processing is necessary: for exercising the right of freedom of expression and information; for compliance with a legal obligation; or for establishing, exercising or defending legal claims.
The right to restrict processing: You have the right to request Life on Four Legs restrict the processing of your data, under certain conditions.
The right to object to processing – You have the right to object our company processing your personal data, under certain conditions.
The right to data portability – You have the right to request Life on Four Legs transfers your data to another organisation, or to you, under certain conditions.
How to contact us
How to complain
We hope that we can resolve any query or concern you may raise about our use of your information.
The GDPR also gives you right to lodge a complaint with a supervisory authority. The supervisory authority in the UK is the Information Commissioner who may be contacted at https://ico.org.uk/concerns or telephone: 0303 123 1113.