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Privacy Policy

1. Introduction

At The Sutton Vet (operated by VET ER LTD, Company Number: 16807385), we are committed to protecting the privacy, confidentiality, and security of our clients' personal data. This policy explains how we collect, use, disclose, and safeguard your information in strict accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

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2. Information We Collect

To register you as a client and provide appropriate veterinary care to your pets, we collect and process the following categories of data:

  • Contact Information: Name, residential address, telephone numbers, and email address.

  • Pet Information: Name, species, breed, age, gender, microchip number, and comprehensive medical, surgical, and vaccination histories.

  • Insurance Details: Policy provider, policy number, and relevant claim documentation.

  • Payment Data: Transaction histories, billing addresses, and payment methods. (Please note: We do not store full credit or debit card numbers on our systems).

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3. How We Use Your Data

We process your personal data under the legal bases of Contractual Necessity (to fulfill our agreement to treat your pet) and Legitimate Interest (to protect animal welfare and maintain clinic operations). This includes:

  • Registering you as a client and scheduling clinic appointments.

  • Providing daytime first-opinion veterinary consultations, diagnostics, surgeries, and treatments.

  • Sending vital clinical health reminders (e.g., vaccinations, boosters, and parasite control).

  • Processing payments, managing accounts, and facilitating direct or indirect insurance claims.

  • Communicating vital clinical updates via telephone, SMS, email, or messaging applications during your pet's treatment or hospitalisation.

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4. Data Storage and Third-Party Processors

We utilize secure, industry-standard cloud infrastructure and software platforms to manage our practice. Your data is securely processed through:

  • Practice Management Software (PMS): To securely maintain all clinical histories and pet records.

  • Financial & Accounting Systems: To automate billing, invoice processing, and tax compliance.

  • Website & Digital Infrastructure: To manage online booking requests and digital communications securely.

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5. Data Sharing

We only share your information with professional third parties when strictly necessary for your pet’s care or operational compliance, including:

  • Out-of-Hours Care: Our dedicated emergency partner, Vets Now Sutton, to ensure continuity of care when our clinic is closed.

  • Referrals & Diagnostics: Specialist veterinary hospitals, external consultants, and reference laboratories for diagnostic testing.

  • Insurance Companies: To process and validate clinical insurance claims.

  • Regulatory & Legal Bodies: Microchip databases (to update owner records), the Royal College of Veterinary Surgeons (RCVS), or debt collection agencies in cases of non-payment.

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6. Data Retention

In line with RCVS professional guidelines, UK tax law, and statutory limitations, we retain your data only for as long as legally required:

  • Clinical Records: Retained for a minimum of seven (7) years from the date of the last treatment.

  • Financial & Transaction Records: Retained for seven (7) years to comply with UK tax regulations.

  • Marketing & Communications: Retained until you withdraw your consent or request erasure.

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7. Your Rights

Under the UK GDPR, you hold the following statutory rights regarding your data:

  • Access: You can request a copy of the personal data and clinical histories we hold about you.

  • Correction: You can ask us to update inaccurate or incomplete contact or personal information.

  • Erasure: You can request data deletion, subject to our overriding legal and professional requirements to maintain clinical and financial records.

  • Withdraw Consent: You can opt out of non-essential marketing or promotional reminders at any time by contacting us directly.

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8. Contact Us

For any questions regarding this Privacy Policy, or to exercise any of your data protection rights, please contact us:

  • Email: info@thesuttonvet.co.uk

  • Phone: 0203 603 0298

  • Address: 4 Spinning Wheel Way, Wallington SM6 7DS (The Sutton Vet Clinic)

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