Your privacy matters

Customer privacy notice

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

Contact details

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

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. 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. Some exemptions mean you may not receive all the information you ask for.
Your right to rectification – You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete.
Your right to erasure – You have the right to ask us to delete your personal information.
Your right to restriction of processing – You have the right to ask us to limit how we can use your personal information.
Your right to object to processing – You have the right to object to the processing of your personal data.
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.
Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time.

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:

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.

Where we get personal information from

Directly from you

How long we keep information

For more information on how long we store your personal information or the criteria we use to determine this please contact us using the details provided above.

Information	Suggested retention	Reason
Enquiries that don’t result in a booking	12 months	Deal with follow-up questions and repeat enquiries
Customer name, phone, email and address	While customer is active + 2 years	Booking history, repeat bookings and resolving queries
Cat details and care instructions	While customer is active + 2 years	Providing care and repeat bookings
Access/key instructions	Delete when no longer required, ideally shortly after the final booking	Particularly sensitive from a security perspective
Booking records	6 years	Business records and potential contractual disputes
Invoices/payment records	At least the period required by HMRC	Tax/accounting obligations
Marketing contact details	Until they opt out, with periodic review	Marketing relationship
Photos/testimonials	Until consent is withdrawn or you stop using them	Published promotional material

How to complain

If you have any concerns about our use of your personal information, you can make a data protection complaint to us:

Email: [email protected]

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: ico.org.uk/make-a-complaint