Privacy Policy.

Contact and account information

• Your name
• Home address and postcode
• Email address
• Telephone number
• Emergency contact details

Information about your pet

• Pet's name, age, breed and sex
• Neutering status
• Vaccination records
• Veterinary practice and veterinary contact details
• Medical conditions, allergies and medication
• Feeding and dietary requirements
• Behavioural information
• Care routines and individual requirements
• Information relevant to safely providing daycare, boarding, walking, grooming or small-pet boarding

Booking and payment information

• Services booked
• Booking dates and history
• Invoices and payment records
• Deposits, credits and outstanding balances
• Relevant transaction information

Payments may be processed through Stripe. We do not need to receive or store your complete payment-card details ourselves when these are handled securely by our payment provider.

Home access and transport information

Where collection, drop-off or dog walking requires access to your home, we may hold:

• Your collection/drop-off address
• Keys
• Entry instructions
• Alarm or access information
• Other information you provide to allow us to safely access your property

We treat this information carefully and only use it for providing the agreed service.

Communications

We may retain messages and correspondence you send to us through:

• Email
• WhatsApp
• Our website contact form
• Telephone
• Our booking system
• Other communication channels you use to contact us

Photos and videos

We take photos and videos of pets for purposes such as client updates and documenting their time in our care. Where you have given us permission, we may also use images or videos of your pet on our website, social-media accounts and other PetStop London marketing materials.

Website information

When you use our website, we may collect technical information such as:

• IP address
• Browser and device information
• Pages visited
• How you arrived at our website
• How you interact with the website
• Cookie and analytics information

We may use services including Google Analytics and Google Ads to understand website performance, measure advertising and improve our website and marketing.

We usually receive personal information directly from you when you:

• Contact us
• Submit an enquiry
• Create a client profile
• Complete one of our forms
• Book or pay for a service
• Communicate with our team
• Provide veterinary, vaccination or pet-care information
• Arrange collection, drop-off or access to your property
• Use our website

We may also receive relevant information from another person you have authorised, such as a family member, emergency contact or veterinary practice.

We use personal information where necessary to:

• Respond to enquiries
• Set up and manage client accounts
• Assess whether a service is suitable for your pet
• Arrange Trial Days, Trial Nights, Trial Walks and meet & greets
• Manage bookings, memberships and availability
• Provide daycare, boarding, walking, grooming, transport and small-pet boarding services
• Follow your pet's feeding, medication and care instructions
• Contact you about your pet or booking
• Provide photo and video updates
• Process payments, deposits, invoices, refunds and credits
• Maintain records required by our animal-welfare licences
• Manage access to client properties
• Keep pets, clients, staff and our premises safe
• Investigate incidents, complaints, accidents or insurance matters
• Maintain our business, financial and accounting records
• Improve our services and website
• Analyse website usage and advertising performance
• Send marketing communications where permitted
• Comply with our legal and regulatory obligations

Under UK data-protection law, we need a lawful basis for using personal information. Depending on the purpose, we may rely on:

• Contract — where information is necessary to provide a service you have requested or to take steps before entering into a contract with you.
• Legal obligation — where we need to keep or use information to comply with licensing, tax, accounting or other legal requirements.
• Legitimate interests — where using information is reasonably necessary for operating and protecting PetStop London, managing our services, communicating with clients, preventing problems, improving our business or protecting the welfare and safety of pets and people, provided those interests are not overridden by your rights.
• Consent — where we specifically ask for your permission, for example for certain marketing communications, non-essential website cookies or use of your pet's photographs/videos for promotional purposes.

Where we rely on consent, you can withdraw it at any time.

As a licensed pet-care business, we are required to collect and maintain certain records about the dogs and owners using our licensed services. These records can include owner and emergency-contact details, veterinary details, vaccination information, medical and behavioural information, feeding requirements, medication and relevant consent records.

Some information is therefore necessary for us to safely provide the service and comply with our licensing obligations. If required information is not provided, we may be unable to accept or continue a booking.

We do not sell your personal information.

Where necessary, we may share relevant information with trusted organisations that help us operate our business, including:

• Pet Sitter Plus — our booking, client-management and invoicing platform.
• Stripe — our payment-processing provider.

We may also share relevant information where necessary with:

• Veterinary practices and emergency veterinary providers
• Insurers and insurance advisers
• Accountants and professional advisers
• Website, IT, hosting and communications providers
• Relevant contractors or service providers working on our behalf
• Barnet Council or another relevant licensing/regulatory authority
• HMRC or other government bodies where legally required
• Police, courts or other authorities where required by law or necessary in connection with an incident

Our website also uses Google Analytics and Google Ads. These services may collect information about how visitors use and interact with our website through cookies and similar technologies. We do not intentionally provide Google Analytics with client records such as names, contact details, pet records, veterinary information or booking information.

We only share information that is reasonably necessary for the relevant purpose. Some service providers may process information outside the UK. Where this happens, we take appropriate steps to ensure that the transfer is made in accordance with applicable UK data-protection requirements.

CCTV operates inside and outside our Colindale premises for the purposes of security, crime prevention, protecting our premises and helping safeguard the pets and people on site. CCTV may capture images of clients, visitors, staff, contractors and other individuals entering or passing through monitored areas.

CCTV footage is normally retained for 4 weeks and then automatically overwritten or deleted. Footage may be retained for longer where reasonably necessary in connection with an incident, complaint, insurance claim, investigation, legal requirement or request from law enforcement. Access to CCTV footage is restricted to authorised persons and may be disclosed where necessary and lawful.

Our website uses cookies and similar technologies.

Some cookies are necessary for the website to function. Others may be used for analytics, advertising and performance measurement, including through services such as Google Analytics and Google Ads.

Where required, non-essential cookies will only be used after you have made the appropriate choice through our cookie-consent system. You can change or withdraw your cookie choices through the cookie settings available on our website. More detailed information about the cookies used on our website may be provided through our cookie settings or Cookie Policy.

We may use your contact information to send you news, offers, service updates or other PetStop London marketing communications where we are permitted to do so. Where consent is required, we will ask for it.

You can opt out of marketing communications at any time by using the unsubscribe option provided or by contacting us. Opting out of marketing will not stop essential service communications relating to your bookings, payments, pet or account.

We only keep personal information for as long as reasonably necessary for the purpose for which it was collected and to meet our legal, regulatory, licensing, accounting and insurance obligations. As a general guide:

• Animal-welfare licensing records: retained for at least 3 years from the date the record was created, where required by our licence conditions.
• Company accounting and relevant financial/tax records: normally retained for at least 6 years from the end of the relevant company financial year, or longer where required.
• CCTV: normally retained for 4 weeks unless footage needs to be preserved for a specific incident or legal purpose.
• Client and booking records: retained while you are an active client and afterwards where reasonably necessary for licensing, contractual, insurance, dispute-resolution or legal purposes.
• General enquiries that do not become bookings: retained only for as long as reasonably necessary to deal with the enquiry and any reasonable follow-up.
• Marketing information: retained until you withdraw your consent, opt out or we determine that the information is no longer required for that purpose.

When information is no longer required, we will securely delete, anonymise or dispose of it where appropriate.

We take reasonable organisational and technical measures to protect personal information against loss, misuse, unauthorised access, disclosure or alteration. Access to client information is limited to people who need it for their role. We also take particular care with information relating to home access, keys, alarm details and entry instructions.

However, no electronic system or method of transmitting information over the internet can be guaranteed to be completely secure.

Depending on the circumstances, you may have the right to:

• Ask for a copy of the personal information we hold about you
• Ask us to correct inaccurate or incomplete information
• Ask us to delete your information
• Ask us to restrict how your information is used
• Object to certain uses of your information
• Ask for certain information to be transferred to you or another organisation
• Withdraw consent where we rely on consent

These rights are not absolute and may depend on why we are processing the information and whether we are legally required to retain it. You have the right to object to the use of your personal information for direct marketing at any time.

To exercise your rights, contact: [email protected]

We may need to verify your identity before responding to a request.

If you provide us with personal information about another person — for example, an emergency contact or someone authorised to collect your pet — please make sure that person is aware that you have provided their information to PetStop London and, where appropriate, direct them to this Privacy Policy.

Our services are intended to be booked by adults. We do not knowingly collect personal information directly from children for the purpose of creating or managing pet-care bookings.

We may update this Privacy Policy from time to time to reflect changes to our services, systems, legal requirements or the way we use personal information. The latest version will always be published on our website with the date it was last updated.

If you have a question, concern or complaint about how we use your personal information, please contact us first so we can try to resolve it.

Email: [email protected]

You also have the right to complain to the Information Commissioner's Office (ICO), the UK's data-protection regulator.