This policy was last updated on: 30 January 2024

We are committed to protecting and respecting your privacy.

This policy explains when and why we collect personal information about people who visit our website, how we use it, the conditions under which we may disclose it to others and how we keep it secure.

We may change this Policy from time to time, so please check this page occasionally to ensure that you’re happy with any changes. By using our website, you’re agreeing to be bound by this Policy.

Please contact us by email if you have any questions about our Privacy policy.

Our contact details 

NoviVet Clinic is a veterinary clinic and a part of Vet in Touch, a limited company registered in England and Wales under company number 10841470.

Our registered address is:
3-5 London Road,
Rainham, Gillingham, ME8 7RG
Kent, United Kingdom

E-mail: contact@novivet.com 

The type of personal information we collect 

We currently collect and process the following information:

  • First name and last name
  • Email address
  • Phone numbers (home, mobile, work)
  • Home address
  • We’re collecting the following information automatically when you visit our website: IP address, browser type, device type, time zone, broad geographic location and other technical information.

How do we get personal information, and why do we have it?

Most of the personal information we process is provided to us directly by you for one of the following reasons:

  • When you visit our website.
  • When you engage with us on social media.
  • When you contact us about registering your pet.
  • When you book an appointment by contacting us or booking online.
  • When you contact us to learn more about our products and services.
  • When you fill in any forms at the clinic.
  • When you visit the clinic and speak to our staff.
  • When you sign up for our newsletter.

We also receive personal information indirectly from the following sources in the following scenarios:

  • CCTV and Audio recordings of our premises to ensure the safety of our staff, pets and clients.

We use the information that you have given us:

  • To provide our veterinary services to you.
  • Remind you of your appointments.
  • Send you marketing information like news and other useful information about the clinic and promotions. You can opt-in at any time by clicking an Unsubscribe link in our emails.
  • Enable you to join our pet healthcare plan.
  • Process a job application.
  • To improve the quality of our services.
  • To better cater to your needs by collecting feedback in polls and surveys.
  • To respond to any issues or queries raised with our staff.
  • To track the use of our website.

We may share this information with veterinary-related third parties, in which case we will ask for your consent to share your personal information. 

These include referrals to a specialist veterinary surgeon, visits to an out-of-hours emergency veterinary service, insurance companies with whom you have insured your pet, transfer to an alternative veterinary surgery, microchip providers, customer review companies, IT companies who support our website and other business systems and to any competent law enforcement body, regulatory, government agency, court or other third party where we believe disclosure is necessary by law or regulation.

Under the UK General Data Protection Regulation (UK GDPR), the lawful bases we rely on for processing this information are: 

Your consent. You can remove your consent at any time. You can do this by contacting us at Vet in Touch Limited, 3-5 London Road, Rainham, Gillingham, ME8 7RG Kent, United Kingdom or by email address: contact@novivet.com

We have a contractual obligation.

We have a legal obligation.

We have a legitimate interest in better understanding your needs, personalising a service that we are providing to you and where you agreed to receive marketing communications from us.

How do we store your personal information? 

Your information is securely stored.

We keep your personal information for as long as it is necessary for the relevant activity. This is for as long as set out in the contract you hold with us, for four years after you stop being our client, immediately if you ask for your data to be removed, or for the period that we are legally required to hold information to meet our statutory obligations. We will dispose of your information by deleting it from our clinic management system.

Your data protection rights

Under data protection law, you have rights including:

Your right of access – You have the right to ask us for copies of your personal information. 

Your right to rectification – You have the right to ask us to rectify personal information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete. 

Your right to erasure – You have the right to ask us to erase your personal information in certain circumstances. 

Your right to restriction of processing – You have the right to ask us to restrict the processing of your personal information in certain circumstances. 

Your right to object to processing – You have the right to object to the processing of your personal information in certain circumstances.

Your right to data portability – You have the right to ask that we transfer the personal information you gave us to another organisation, or to you, in certain circumstances.

You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you.

Please contact us at Vet in Touch Limited, 3-5 London Road, Rainham, Gillingham, ME8 7RG Kent, United Kingdom or the following email address: contact@novivet.com if you wish to make a request.

How to complain

If you have any concerns about our use of your personal information, you can contact us at Vet in Touch Limited, 3-5 London Road, Rainham, Gillingham, ME8 7RG Kent, United Kingdom or the following email address: contact@novivet.com 

You can also complain to the ICO if you are unhappy with how we have used your data.

The ICO’s address:            

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline number: 0303 123 1113
ICO website: https://www.ico.org.uk