Vetster UK Limited (“ Vetster ”, “ we ”, “ us ” or “ our ”) respects your privacy and is committed to protecting the privacy and security of your Personal Information (defined below).
We are registered with the Information Commissioner’s Office with number ZB288891.
We collect, use, store and transfer Personal Information that you voluntarily provide to us in order to use our services. This Personal Information is collected for the purpose of providing you with the services you request or choose to interact with and responding to inquiries you make, as described below.
For Clients – we collect the following Personal Information when you register an account on our Site:
For Vets – we collect the following information when you subscribe to our service and post your listing on your Site (but note that to the extent this information does not enable us to identify any individual, it may not constitute “Personal Information” under applicable data protection laws):
In addition to the above, we may collect additional Personal Information in the following circumstances:
Note that we do not store any credit or debit card information. Payments are processed via our third-party payment provider that is fully compliant with Payment Card Industry (PCI) data security standards.
We may receive Personal Information about you from various third parties, such as:
We do not collect any “Special Categories of Personal Data” about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health, and genetic and biometric data). Nor do we collect any information about criminal convictions and offences.
Our Sites are not intended for children and we do not knowingly collect Personal Information of children; however, we cannot always determine the age of persons who access and use our Site. If a minor (as defined by applicable law) provides us with his/her data without parental or guardian consent, we encourage the parent or legal guardian to contact us to have this information removed from our records.
Where we need to collect personal information by law, or under the terms of a contract we have with you, and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide our services or otherwise permit you using some features of the Sites). In this case, we may have to cancel a service you have with us but we will notify you if this is the case at the time.
We will only use your Personal Information where we have a reason and where that reason is permitted under data protection laws. We set out the reasons (legal bases) for using your Personal Information and for what purposes we do so below.
We collect and use your Personal Information where we need to in order to enter into a contract with you and/or to provide the service you have requested. This includes information we collect and process for the following purposes:
We also process your Personal Information where we have a legitimate interest in doing so, such as to personalise or improve our service, to promote responsible relationships between users, or to protect our interests or interest of others. This includes processing of your Personal Information for the following purposes:
We may also use your Personal Information to comply with any legal obligation or regulatory requirement to which we are subject. This may involve disclosing your Personal Information to law enforcement agencies or regulators.
We may also process your Personal Information for other purposes with your consent. If we need to seek your consent to process your Personal Information, we will make the relevant purposes for which your information will be used clear to you at the time.
Generally, we do not rely on consent as a legal basis for processing your Personal Information although we will get your consent before sending third party direct marketing communications to you. To opt-out of receiving marketing communications, please follow the steps in the section below titled “Your Privacy Preferences”.
We can use your Personal Information to send you marketing information where you have given your consent or where we have a legitimate interest in doing so (and we are permitted to do so by law).
We may use Personal Information (such as your name and contact details, Account and Profile Data and Technical Information as well as Marketing & Communications data) to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which products, services and offers may be relevant for you (we call this marketing).
We may use your Personal Information to send you marketing information about our other products or services, features or initiatives if you have requested information from us or purchased services from us and you have not opted out of receiving that marketing.
We will get your express opt-in consent before we share your personal data with any third party for marketing purposes.
You can ask us or third parties to stop sending you marketing messages at any time by updating your preferences as set out the section below titled “Your Privacy Preferences”.
We will only use your Personal Information for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us.
If we need to use your Personal Information for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.
Please note that we may process your Personal Information without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.
Vetster does not trade or sell Personal Information to others. Vetster may disclose Personal Information to certain third parties as further described below. Such information will be disclosed in accordance with applicable law.
Name, photograph, veterinary license (Vet), location (Vet), areas of interest (Vet), capabilities (Vet) you provide to us when a Client registers for an account on the Site or when a Vet subscribes to our service and posts a listing on your Site will be displayed to other users of the Site, for example when a Client searches for a licensed veterinarian, or when a Client joins an appointment with a veterinarian.
Vetster may share your Personal information with other Vetster Group companies where necessary for the purposes set out in “How We Use Your Information” section above, for example where we share resources such as customer services and technology across the Vetster Group.
Vetster may from time to time disclose Personal Information about users to third parties who provide services to Vetster (“Third Party Service Providers”). We will limit this disclosure to only the Personal Information that is reasonably necessary for the purpose or service for which the Third Party Service Provider is engaged. The types of Third Party Service Providers with whom we may share your Personal information will include, for example:
We require all third parties to respect the security of your Personal Information and to treat it in accordance with the law. We do not allow our third-party service providers to use your Personal Information for their own purposes and only permit them to process your Personal Information for specified purposes and in accordance with our instructions.
As described above, we share your Technical Information with the Google Analytics analytical platform, to help us understand how you use our Site so that we can enhance your user experience.
We may also share your Personal Information:
The Site may contain links to other third party platforms, such as websites, plug-ins and applications. While we try to link only to platforms that share our high standards and respect for privacy, clicking on those links or enabling those connections may allow third parties to collect or share data about you and we are not responsible for the content of the privacy statements, or the privacy practices employed by other platforms. We encourage you to review the privacy policies of each platform you visit.
In some cases, the personal data we collect from you may processed by us and our third party service providers outside of the UK, for example, in the European Economic Area (“EEA”), Canada, or the United States. These countries or territories may not have the same protection as the UK has. However, whenever we transfer your Personal Information outside of the UK, we are obliged to ensure that your Personal Information is processed by us, any other Vetster Group companies and our suppliers outside the UK is afforded a similar degree of protection if it were processed within the UK, by implementing certain safeguards.
We share your Personal Information within the Vetster Group. This will involve transferring your data outside the UK. For the purposes of IT hosting, the Personal Information we collect about you will be stored on servers located in Canada & The United States.
Many of our external third party providers are based outside the UK so their processing of your Personal Information will involve a transfer of data outside the UK. You can obtain more information about our policies and practices with respect to the use of Third Party Service Providers outside of the UK by contacting us as described below, under “Contact Us”.
Whenever we transfer your Personal Information out of the UK, we ensure a similar degree of protection is afforded to it by ensuring safeguards, such as the following, are implemented:
Please contact us if you want further information on the specific mechanism used by us when transferring your Personal Information out of the UK.
We will retain your Personal Information for only so long as is necessary to fulfill the purposes for which it was collected, and for such periods of time as may be required to comply with applicable legal, regulatory, tax, accounting or reporting requirements. We may retain your Personal Information for a longer period in the event of a complaint or if we reasonably believe there is a prospect of litigation in respect to our relationship with you.
To determine the appropriate retention period for Personal Information, we consider the amount, nature and sensitivity of the Personal Information, the potential risk of harm from unauthorised use or disclosure of your Personal Information, the purposes for which we process your Personal Information and whether we can achieve those purposes through other means, and the applicable legal, regulatory, tax, accounting or other requirements.
We generally retain your data for up to 6 years after your last use of our service, cancellation of any ongoing contract with you (such as subscription-based access) or termination of access on our Sites.
In some circumstances we will anonymise your Personal Information (so that it can no longer be associated with you) for research or statistical purposes, in which case we may use this information indefinitely without further notice to you.
When your Personal Information is no longer required, we will make all reasonable efforts to ensure all electronic and hard copies of such information are securely destroyed or anonymised. However, where your information has been provided to third parties for certain purposes, such as payment processing, those third parties, such as payment processors and financial institutions, may in certain circumstances (for example, where they are the controllers of such information) retain the information according to their own retention and privacy policies.
We take all reasonable measures designed to safeguard your Personal Information against unauthorized access, use, disclosure, copying or modification. Such measures, which may necessarily evolve over time as the availability and effectiveness of methods vary, include physical, organizational and technological safeguards, such as:
While Vetster employs advanced data encryption technology when interfacing with our users, Third Party Service Providers and other partners, you should be aware that there is a residual risk in transmitting any data electronically. Despite our efforts, no security measures are perfect or impenetrable and no method of data transmission can be guaranteed against any interception or other type of misuse. This risk is inherent in all Internet dealings. We have put in place procedures to deal with any suspected Personal Information breach and will notify you and any applicable regulator of a breach where we are legally required to do so.
Under certain circumstances, you have rights under data protection laws in relation to your Personal Information as set out below. If you wish to exercise any of those rights, please contact us as described below, under “Contact Us” section.
We try to respond to all legitimate requests within one month. Occasionally it could take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.
You will not have to pay a fee to access your Personal Information (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we could refuse to comply with your request in these circumstances.
In order to verify your identity, we may also request that you provide certain Personal Information to us to match against our records. This is a security measure to ensure that Personal Information is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.
If you are receiving our marketing communications, you may unsubscribe at any time by clicking on the “unsubscribe” option in any marketing email or text you receive or by contacting us as set out below under the “Contact Us” heading. Please note that if you unsubscribe from marketing communications, we may still send you transactional emails or emails about your use of our Site.
It is important that the Personal Information we hold about you is accurate and current. Please keep us informed if your Personal Information changes during your relationship with us.
You have the right to make a complaint at any time to the Information Commissioner's Office
(ICO), the UK regulator for data protection issues (