Pet Lighthouse Privacy Policy

Pet Lighthouse (“Pet Lighthouse”, “we”, “us”, or “our”) is committed to protecting your privacy and safeguarding your personal data.

This Privacy Policy explains who we are, how and why we collect, use, store, and share your personal information, and your rights under data protection laws, including the UK General Data Protection Regulation (UK GDPR).

This Policy applies when you visit our website or interact with our services or marketing (together, the “Services”).

Please read this Policy carefully. If you do not agree with it, please do not use our Services.

Pet Lighthouse is the data controller responsible for your personal data.

Legal entity name: Pet Lighthouse Ltd Company Registration Number: 16889912 Email: support@petlighthouse.co.uk

You have the right to lodge a complaint at any time with the Information Commissioner’s Office (ICO) (www.ico.org.uk). We would, however, appreciate the chance to deal with any concerns before you approach the ICO so please contact us in the first instance.

3.1 Personal Information You Provide
We collect personal information you voluntarily provide when you:

• Contact us
• Purchase services
• Participate in surveys, promotions, or feedback requests

This may include:

• Identity & Contact Data: name, email address, postal address, phone number
• Payment Data: payment card details or billing information (processed securely by third-party payment providers; we do not store full card details)

You must ensure your information is accurate and up to date.
3.2 Information Collected Automatically
When you use our Services, we may automatically collect:

• Device Data: device type, operating system, browser type
• Usage Data: pages viewed, features used, interactions
• Mobile Permissions: access to camera, microphone, storage, or notifications (you can manage these in your device settings)

3.3 Pet Information
We collect information you choose to provide about your pet, such as:

• Name, age, breed, weight
• Health-related or profile information you submit
• Please note that pets themselves are not covered by GDPR regulations

3.4 Information from Third Parties
We may receive information from:

• Social media platforms (if you choose to link accounts)
• Marketing partners
• Publicly available sources

We will seek your consent to request your pet’s clinical records, including any relevant laboratory results, radiographs, scans etc from your primary veterinary practice in line with the RCVS Code of Conduct. If you do not provide consent we may be unable to provide the service.

We use your personal data only where the law allows us to do so, including where it is necessary:

• To perform a contract with you
• For our legitimate business interests
• To comply with legal and regulatory obligations
• With your consent (where required)

We use your information to:

• Provide and improve our Services
• Process payments
• Communicate with you about your account or services
• Send marketing communications (where permitted)
• Request feedback and conduct analytics
• Detect fraud, misuse, or security issues

Anonymised data may be used to:

• Publish papers, reviews and analysis of the service in relation to the animal welfare and veterinary care environment in the UK.

You can opt out of marketing communications at any time.

We may share your personal data with:
5.1 Service Providers
Third parties who support our business operations, such as:

• Payment processors
• Hosting and cloud providers
• Analytics providers
• Customer support and CRM platforms

These providers are required to protect your data and only use it for specified purposes.
5.2. Your Primary Veterinary Practice
We will provide your named primary veterinary practice with a report of your consultation with Pet Lighthouse. If you would like to see this report before it is shared with them please request this at the time of consultation.
5.3. Insurance Companies
If your pet is insured then in addition to the other personal data we collect, we also collect:Identity Data: policy numberUsage Data: any services or products we provide to you which is paid for- in whole or by part- by your pet insurance
5.4 Business Transfers
If Pet Lighthouse is involved in a merger, acquisition, financing, or sale of assets, your data may be transferred as part of that transaction.
5.5 Legal Requirements
We may disclose your data where required to comply with legal or regulatory obligations, court orders, or lawful requests by public authorities.
5.6 Third Party Marketing
We will not share your details with any third parties in order for them to provide further veterinary or animal care services without having first discussed this with you and gaining your explicit permission

We currently use the following categories of processors:

• Payments & Billing: Square
• Analytics: Google Analytics
• Hosting: Go Daddy
• Advertising: Google, Meta (Facebook & Instagram)
• Scheduling & Forms: Google, Zoom, Cronofy

We may update this list as our services evolve.

We may use cookies and similar technologies to:

• Improve site functionality
• Remember preferences
• Analyse traffic and usage

You can control cookies through your browser settings.

We retain personal data only for as long as necessary to fulfil the purposes outlined in this Policy, including legal, accounting, or regulatory requirements.

In most cases, we retain data for no longer than seven years after account termination, unless a longer period is legally required. Seven years is the period of time it is generally recommended that veterinary records are retained. 

When data is no longer needed, it is securely deleted or anonymised.

We use appropriate technical and organisational measures to protect your personal data, including access controls, and secure infrastructure.

However, no system is completely secure, and you acknowledge that data transmission over the internet is at your own risk.

We endeavour to take all reasonable steps to protect your personal information.  However, we cannot guarantee the security of any data that you disclose online and we will not be responsible for any breach of security unless this is due to our negligence or wilful default.

Our Services are not intended for children under 18. We do not knowingly collect personal data from children.

If we become aware that we have collected data from a child under 18, we will delete it promptly. Please contact us if you believe this has occurred.

In the UK you have the right to:

• Access your personal data
• Correct inaccurate data
• Request deletion
• Restrict or object to processing
• Request data portability
• Withdraw consent at any time

To exercise your rights, contact us at support@petlighthouse.co.uk

You have the right to ask us not to process your personal data for marketing purposes.  We will aim to inform you before collecting your data if we intend to use your data for such purposes or we intend to disclose your information to any third party for such purpose.  You can exercise your right to prevent this happening by checking certain boxes on the forms we use to collect your data.

You can opt out of marketing emails at any time by:

• Clicking the “unsubscribe” link in emails
• Contacting us directly at support@petlighthouse.co.uk.

You will still receive essential service communications.

You have the right to see personal data (as defined under the Data Protection Act) that we keep about you upon receipt of a written request and payment of a fee of £10. Any request should be sent to: support@petlighthouse.co.uk

We may update this Privacy Policy from time to time. Any changes will be posted on our website with an updated “Last updated” date.

This policy was last updated January 31st 2016