Cartref Home Pet Care (“we”, “us”, “our”) is the data controller responsible for your personal data. We are a veterinary practice providing compassionate home pet euthanasia services across South Wales, based in Neath, Neath Port Talbot, SA11.

If you have any questions about this privacy policy or how we handle your personal data, you can contact us at:

• Email: cartrefhomepetcare@outlook.com
• Phone: 07472 574773
• Address: Neath, Neath Port Talbot, SA11

We may collect and process the following categories of personal data:

• Identity data: your name, title, and relationship to the pet.
• Contact data: your address, email address, and telephone number.
• Pet data: your pet's name, species, breed, age, weight, and medical history relevant to end-of-life care.
• Financial data: payment details necessary to process transactions for our services.
• Communication data: records of correspondence between you and us, including emails, phone calls, and enquiry form submissions.
• Technical data: IP address, browser type, operating system, and browsing behaviour when you visit our website.

We use your personal data for the following purposes:

• To arrange and provide our veterinary services, including home visits, euthanasia, and cremation arrangements.
• To communicate with you about your booking, including appointment confirmation, preparation guidance, and aftercare information.
• To process payments and maintain accurate financial records.
• To maintain clinical veterinary records as required by the Royal College of Veterinary Surgeons (RCVS).
• To respond to your enquiries, questions, or complaints.
• To improve our website and services through anonymised analytics data.
• To comply with legal and regulatory obligations.

Under the UK General Data Protection Regulation (UK GDPR), we rely on the following lawful bases for processing your personal data:

• Contractual necessity: processing is necessary to perform the contract for services you have requested (e.g., arranging and carrying out a home visit).
• Legitimate interests: processing is necessary for our legitimate interests, such as improving our services, maintaining clinical records, and ensuring business operations run effectively, provided these interests do not override your rights.
• Legal obligation: processing is necessary to comply with legal requirements, including RCVS record- keeping obligations and tax/financial reporting.
• Consent: where you have given us specific consent to process your data for a particular purpose, such as marketing communications or non-essential cookies. You may withdraw consent at any time.

We retain your personal data only for as long as necessary to fulfil the purposes for which it was collected, or as required by law:

• Clinical veterinary records: retained for a minimum of 7 years in accordance with RCVS guidance.
• Financial and payment records: retained for 6 years as required by HMRC for tax purposes.
• Communication records: retained for up to 3 years after the last interaction, unless a longer period is required for legal or regulatory purposes.
• Website analytics data: anonymised and retained in accordance with our analytics provider's policies.

When personal data is no longer required, it will be securely deleted or anonymised.

Under UK GDPR, you have the following rights in relation to your personal data:

• Right of access: you can request a copy of the personal data we hold about you.
• Right to rectification: you can ask us to correct any inaccurate or incomplete data.
• Right to erasure: you can request that we delete your personal data, subject to any legal obligations that require us to retain it.
• Right to data portability: you can request a copy of your data in a structured, commonly used, machine-readable format.
• Right to object: you can object to the processing of your data where we rely on legitimate interests as the lawful basis.
• Right to restrict processing: you can ask us to limit how we use your data in certain circumstances.
• Right to withdraw consent: where processing is based on consent, you can withdraw it at any time without affecting the lawfulness of processing carried out before withdrawal.

To exercise any of these rights, please contact us at cartrefhomepetcare@outlook.com. We will respond to your request within one month.

Our website uses cookies to improve your browsing experience and to help us understand how our website is used. For full details on the cookies we use, how to manage them, and how to change your preferences, please see our Cookie Policy.

If you wish to make a data subject access request or have any questions about how we handle your personal information, please contact us:

• Email: cartrefhomepetcare@outlook.com
• Phone: 07472 574773
• Post: Cartref Home Pet Care, Neath, Neath Port Talbot, SA11

We aim to respond to all data requests within one calendar month of receipt.

If you are not satisfied with how we have handled your personal data or your data rights request, you have the right to lodge a complaint with the Information Commissioner's Office (ICO), the UK's supervisory authority for data protection:

• Website: ico.org.uk
• Telephone: 0303 123 1113
• Post: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

We would appreciate the opportunity to address any concerns you may have before you contact the ICO. Please reach out to us first at cartrefhomepetcare@outlook.com.