Vet-One Privacy Policy

Registered name: Gem Hadar Software Ltd

This privacy notice tells you what to expect us to do with your personal information.

Contents

Contact details

What information we collect, use, and why

Lawful bases and data protection rights

Where we get personal information from

How long we keep information

Who we share information with

How to complain

Contact Details

Post
5 Falcon Way, YATELEY, Hampshire, GU46 6NY, GB
Telephone
01252 683554
Email
info@vet-one.co.uk

What information we collect, use, and why

We collect or use the following information to provide services and goods, including delivery:
Names and contact details
Addresses
Purchase or account history
Payment details (including card or bank information for transfers and direct debits)
Account information
Website user information (including user journeys and cookie tracking)

We collect or use the following information for the operation of customer accounts and guarantees:
Names and contact details
Addresses
Payment details (including card or bank information for transfers and direct debits)
Purchase history
Account information, including registration details
Information used for security purposes
Marketing preferences

We collect or use the following information for service updates or marketing purposes:
Names and contact details
Addresses
Marketing preferences
IP addresses
Website and app user journey information
Records of consent, where appropriate

We collect or use the following information to comply with legal requirements:
Name
Contact information
Financial transaction information

We collect or use the following personal information for dealing with queries, complaints or claims:
Names and contact details
Address
Account information
Purchase or service history
Financial transaction information
Correspondence

Lawful bases and data protection rights

Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.
Which lawful basis we rely on may affect your data protection rights which are in brief set out below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:

Your right of access - You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. You can read more about this right here.

Your right to rectification - You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. You can read more about this right here.

Your right to erasure - You have the right to ask us to delete your personal information. You can read more about this right here.

Your right to restriction of processing - You have the right to ask us to limit how we can use your personal information. You can read more about this right here.

Your right to object to processing - You have the right to object to the processing of your personal data. You can read more about this right here.

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. You can read more about this right here.

Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. You can read more about this right here.

If you make a request, we must respond to you without undue delay and in any event within one month.

To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.

Our lawful bases for the collection and use of your data

Our lawful bases for collecting or using personal information to provide services and goods are:
Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

Legitimate Interest for Data Collection
The primary legitimate interest for collecting and using personal data is to enable the effective delivery of our services and goods to customers. By gathering certain personal information, we can:
1. Enhance Service Quality: Personal data such as preferences, past purchases, and contact details help us tailor our offerings, anticipate customer needs, and provide a more personalized experience. For instance, knowing a customer's purchase history allows us to recommend complementary products or improvements.
2. Ensure Efficient Operations: Contact information and payment details are essential for facilitating order processing, delivery coordination, and customer support, ensuring that each transaction is handled smoothly and efficiently.
3. Improve Customer Satisfaction and Loyalty: Collecting feedback and usage data allows us to address any service issues, refine our products, and communicate directly with customers to keep them informed about updates, special offers, or changes in our services.
4. Safeguard Security and Compliance: By keeping a record of transactions and communications, we can verify identities, detect potential fraud, and comply with regulatory requirements to maintain the safety and trust of all parties involved.

Our use of personal data is proportionate, limited to what is necessary for these purposes, and does not outweigh the privacy interests of individuals.

Our lawful bases for collecting or using personal information for the operation of customer accounts and guarantees are:
Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

Legitimate Interest for Customer Account and Guarantee Management
We have a legitimate interest in collecting and using personal data to operate customer accounts and manage product guarantees effectively. Specifically, this involves:
1. Account Maintenance and Support: Personal information, such as contact details, purchase history, and account preferences, is necessary for account setup, updates, and ongoing maintenance. This ensures that customers can access and manage their accounts securely and receive any support they need.
2. Guarantee and Warranty Fulfillment: Collecting personal and transaction data helps us verify eligibility for guarantees and warranties, facilitating repairs, replacements, or refunds when needed. This data also enables us to track the lifespan and status of guarantees associated with specific accounts.
3. Enhanced Customer Experience: By maintaining accurate records in customer accounts, we can offer a more seamless experience, such as reminders about guarantee expiry dates or support for product registration, ensuring customers get the full benefit of their purchases.
4. Fraud Prevention and Compliance: Tracking account activities and verifying identity help us detect and prevent unauthorized access, fraud, or misuse of warranties. Additionally, this data collection supports regulatory compliance, helping us meet legal obligations related to consumer rights and protections.

The personal data we collect is limited to what is necessary for account and guarantee management, balanced against customer privacy rights, and used solely for purposes that benefit the account holder.

Our lawful bases for collecting or using personal information for service updates or marketing purposes are:
Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

Legitimate Interest for Service Updates and Marketing Communications
We have a legitimate interest in collecting and using personal information to provide relevant service updates and marketing communications, benefiting both our customers and our business. This includes:
1. Keeping Customers Informed: Personal data, such as contact details and purchase preferences, allows us to update customers about important changes to our services, including feature upgrades, policy updates, or information that directly affects the services they use.
2. Personalized Marketing for Customer Benefit: Using data like previous purchases or stated interests, we can share information about new products, exclusive offers, and promotions that are relevant to individual customers. This personalization ensures that our marketing adds value by aligning with customer preferences and needs.
3. Customer Engagement and Loyalty: By keeping customers engaged with our brand through personalized updates and offers, we foster loyalty and maintain a positive relationship, creating opportunities for customers to benefit from new or improved services.
4. Understanding Customer Preferences and Improving Services: Collecting feedback through marketing engagement helps us understand what matters to our customers, allowing us to refine our offerings and tailor our communications more effectively.

We ensure that our use of personal information is proportional, relevant, and limited to communications that benefit the customer and align with their interests. We also provide clear options for customers to control or opt out of these communications at any time.

Our lawful bases for collecting or using personal information for legal requirements are:
Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

Legitimate Interest for Compliance with Legal Requirements
We have a legitimate interest in collecting and using personal information to comply with applicable laws, regulations, and industry standards. This includes:
1. Adhering to Regulatory Obligations: Collecting certain personal data is necessary to meet the requirements of laws and regulations, such as tax reporting, data protection laws, and consumer rights legislation. This ensures that we operate transparently and legally in all jurisdictions.
2. Ensuring Safety and Security: Personal information related to identification and verification helps us comply with legal requirements for fraud prevention, anti-money laundering (AML) regulations, and cybersecurity. This safeguards our customers and business operations from unlawful activities.
3. Responding to Legal Processes: In cases where we need to respond to subpoenas, court orders, or other legal processes, personal data enables us to provide accurate information when required by law, supporting judicial and regulatory functions.
4. Document Retention and Record-Keeping: Maintaining records of transactions and interactions is essential for compliance with legal requirements related to warranties, contracts, or dispute resolution. This data supports accountability, transparency, and efficient service to our customers.

Our data collection for legal compliance is limited to what is necessary to fulfill these obligations and carefully balanced to respect individual privacy rights.

Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:
Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

Legitimate Interest for Handling Queries, Complaints, and Claims
We have a legitimate interest in collecting and using personal information to effectively address customer queries, complaints, and claims. This involves:
1. Efficient Query Resolution: Personal data, such as contact information, order history, and account details, allows us to quickly and accurately address questions, providing a smooth and responsive customer experience.
2. Handling Complaints and Improving Service Quality: When customers provide feedback or raise complaints, relevant information (e.g., transaction details or past communications) enables us to investigate, respond, and make improvements based on real issues that impact our customers.
3. Managing Claims and Legal Disputes: In cases where customers submit claims, personal information helps us verify facts, review eligibility, and handle claims accurately and fairly. This data is also essential for legal documentation should a dispute arise.
4. Ensuring Accountability and Trust: Keeping records of queries, complaints, and claims promotes transparency and accountability, helping us maintain trust by documenting how customer issues are resolved.

Our use of personal data in this context is limited to what is necessary for fair and effective handling of customer issues, with respect for privacy and a focus on enhancing customer satisfaction.

Where we get personal information from

Directly from you.

Suppliers and service providers.

How long we keep information

We retain personal information only for as long as it is necessary to fulfill the purposes for which it was collected, in accordance with legal, operational, and regulatory requirements. The specific retention periods depend on the type of data and the purpose for which it is used. Here’s an outline of our data retention practices:
Account and Transaction Data: Personal information related to customer accounts and transaction histories is generally retained as long as the account remains active. If an account is closed, data may still be retained for a certain period to comply with tax, legal, and accounting obligations.
Service Records and Communication: Information collected for customer service purposes, such as queries, complaints, or claims, is kept only as long as necessary to resolve the issue and meet any regulatory requirements. Afterward, it is securely archived or deleted.
Marketing Data: Information used for marketing purposes is retained as long as the individual remains a customer or expresses interest in receiving communications from us. Customers can opt out at any time, and we periodically review our records to ensure that data is only retained for relevant and consented communications.
Legal Compliance: Personal information required for legal purposes, including transaction records and compliance documentation, is retained to meet statutory retention periods established by law or regulatory authorities. Once the retention period ends, we securely delete or anonymize the data.
Data Minimization and Deletion: When personal information is no longer needed, we delete, anonymize, or archive it securely in accordance with our data protection policies.

We aim to balance the retention of personal data with the need to protect individual privacy, following the principle of data minimization to ensure information is kept no longer than necessary.

Notes:
Review and Disposal: All data categories are subject to regular review. At the end of the retention period, data is securely deleted or anonymized to protect individual privacy.
Extensions and Exceptions: Retention periods may be extended if required for legal claims, audits, or investigations, or where other exceptional circumstances apply.
Customer Rights: Customers have the right to request access, correction, or deletion of their personal information, which will be honored according to applicable laws and retention requirements.
This schedule helps ensure compliance with privacy laws, promotes data minimization, and balances data utility with respect for individual privacy.

Who we share information with

Data processors:
Accountants
This data processor does the following activities for us: Management of bookkeeping and accounts.

Others we share personal information with
Debt collection agencies

How to complain

If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.
If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.

The ICO’s address:        
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline number: 0303 123 1113

Website: https://www.ico.org.uk/make-a-complaint

Last updated: November 2024