Privacy Policy

Vet Specialists Online Ltd (we, us, our), trading as Vet Specialists Online, takes the privacy of your information very seriously. This privacy policy applies to you, the user of this website and Vet Specialists Online Ltd. This privacy policy applies to our use of any and all data collected by us or provided by you in relation to your use of the website. This privacy policy should be read alongside, and in addition to, our Terms, which can be found at or by following this link. By engaging with us in our provision of veterinary services or visiting, you are accepting and consenting to the practices described in this policy. For the purposes of applicable Data Protection Laws, the data controller is Vet Specialists Online Ltd of Suite 7 Wessex House, St Leonards Road, Bournemouth, Dorset, England, BH8 8QS.

Data collected

We may collect and store the following data, which includes personal Data, from you:

  • your name
  • your address
  • your email address
  • your phone number
  • your financial information, including bank details and insurance information
  • details pertaining to your pets medical history
  • any pictures, videos, or other files provided by you to us

How we collect data

We collect data in the following ways:

  • data given to us by you or other sources
  • data collect automatically

Data that is given to us by you or other sources

You may give us data by filling in forms on our website or through correspondence with us by email, phone or any other method of communication. You may give us data when you make use of our services or when you make payments to us, through this website or otherwise. We may collect data about you from your primary care practice, through information provided by them pertaining to your pet’s medical history.

Data we collect automatically

To the extent that you use our website, we may automatically collect data from you. We automatically collect some information with regards to your visit to our website, in order to make any improvement to our website and ensure optimum functionality, and this may include your IP address, the dates, times and frequency of your visits to our website and how you interact with its contents. We collect your data automatically using cookies, in line with the cookie settings on your browser. For more information on cookies and how we use them, please see our Cookie Policy.

How we use your data

We process your data in order to provide the services described in our Terms. Our legal basis for processing this data falls into one of the following categories; to enable us to form a contract with you for the provision of our services, the service our legitimate business interests such as processing a payment, or where we have your consent such as for marketing.

Who we may share data with

In order for us to provide our services to you, as outlined in our Terms, we may share your data with the following groups:

  • our employees, agents or sub-contractors – for the provision of our services
  • third-party payment processors such as ‘Stripe’ or ‘Paypal’ – to allow such third-parties to process user payments and refunds
  • third-party practice management software providers such as ‘Cliniko’ – as part of the provision of our services and communication with you
  • insurance companies – if you wish to claim repayment of our fees from your pet insurance provider
  • any group companies or affiliates – to ensure proper administration of our website and business
  • indemnity providers (Veterinary Defence Society)
  • other veterinary professionals including your primary care practice or other in-person specialist hospital – in order to facilitate the provision of ongoing care for your pet.

If we share your data with a third party, we ensure to only provide them with the data required in order for them to fulfil their service to us or you.

Keeping your data secure

We understand the importance of keeping your data secure and we take measures to achieve this. We only allow access to your data to those who have a legitimate business need to do so. As part of the provision of our services to you, we use third-party software which is GDPR compliant and hosted by an ISO 27001 (Information Security Management System) certified service.

Data retention

Unless a longer period of retention is required or permitted by law, we will only hold your data for the period necessary to provide our services to you and fulfil our legitimate business needs. Following the aforementioned period, your data will be securely destroyed where possible. Even if we delete your data, it may persist in a backup or archived state for legal, tax or regulatory purposes.

Links to other websites

Our website, or communications you receive from us, may contain links to other websites. We have no control over such websites and are not responsible for the content of such websites. Our privacy policy does not extend to cover other websites and we advise you to read the privacy policies of other websites before you use them.

Your rights

You have the following rights in regards to your data:

  • to access, erase, correct, restrict our use of, object to our use of, and to request that we delete your data
  • to opt out of marketing communications
  • to make enquires, exercise your rights as outlined above, or withdraw your consent for processing of your data, please email us at [email protected]
  • if you are not satisfied with the way in which your data is collected and processed, you may complain to us. If you are not satisfied with the way in which a complaint regarding your data use is handled, you may refer your complaint to Information Commissioner’s Office (ICO), the contact details for which can be found at


If any court or relevant authority finds that any part of any provision of this privacy policy is invalid, illegal or unenforceable, that provision or part will, to the extent required, be deemed to be deleted, and the validity and enforceability of the other provisions in this privacy policy will not be affected.

Unless otherwise agreed, no delay, act or omission by a party in exercising any right will be deemed a waiver of that right, or any other right or remedy.

This policy will be governed by and interpreted in accordance with the laws of England and Wales.

Vet Specialists Online Ltd reserves the right to change this privacy policy at any time, as we deem necessary or as required by law. Any changes will be posted on our website and you are deemed to have accepted the provisions of the privacy policy on the first use of the website following any alterations.

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