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GDPR Policy

Bellscross Veterinary Physiotherapy may update this page to keep in line with guidelines. This policy is effective from 1st August 2022.

1. Introduction

1.1  This website is operated by Bellscross Veterinary Physiotherapy (“we”, “us” or “our”, "data controller").  Bellscross Veterinary Physiotherapy is responsible for this “Website” and its contents (

1.2  Bellscross Veterinary Physiotherapy respects your privacy and is committed to treating any information that we obtain about you with as much care as possible and in a manner that is compliant with all applicable data protection legislation including the EU General Data Protection Regulation 2016/679 (“GDPR”) and any national implementing laws in relation to the same (collectively, “Data Protection Legislation”).

1.3  Please read carefully this notice of our Privacy Policy (“Notice”) and the Terms of Use for this Website. Your use of this Website signifies your agreement and consent to this Notice and the Terms of Use.  

In this Notice we explain:

1.3.1  what personal data we may collect about you in connection with: (i) your online interaction with us (including via our Website, email, or social media channels); (ii) our in-person interactions with you (such as at your property, at the location of your horse or at an event); and (iii) any other channels related or ancillary to the foregoing (collectively, the “Channels”);

1.3.2  how we collect, store, disclose, transfer, protect and otherwise process that information and for what purposes; and

1.3.3  other important information, such as the lawful bases by which we process your personal data, how long we might retain your personal data, and the rights you have in relation to the personal data we hold about you.

1.4  In this Notice, terms defined in the GDPR, including “data subject”, “personal data”, and “processing”, have the same meaning when used in this Notice. The words “include”, “including”, “such as” and similar words and phrases shall be construed to mean “including without limitation”.

1.5  This policy is intended to be communicated to you in a concise, transparent, intelligible and easily accessible manner, but we appreciate that you may have queries or want to seek clarification as to its terms. If so, please email or write to The Data Controller, Tanglewood, The Long Road, Farnham, Surrey GU10 4EB and we will endeavour to respond as soon as possible.

1.6  Bellscross Veterinary Physiotherapy reserves the right to make changes to this policy in order to reflect any changes in Data Protection Legislation and best practice from time to time. We will endeavour to notify you of such changes but you are advised to check an updated version of this policy on this web page each time you interact with us through the Channels.

2. Personal Data

2.1 Personal data is any information that can be used to identify a specific individual, such as your name, job title, email address, home address and phone number.

2.2 You may choose to provide personal data when you visit us or our affiliates at one of our sites or through our Website. If you choose not to provide us with your personal data you may not be able to access some of the services offered on our Website, such as email updates. Below are some of the ways in which you may provide us with your personal data and the types of personal data you may submit. We also explain how we may use the personal data in different ways according to the purpose for which it was provided.  For example, if you provide personal data to register for a newsletter or a text messaging service, or to purchase goods or services, we will use it to register you for or provide you with those goods or services. We may also obtain personal data from relevant third parties, such as Veterinary Surgeons.

3.0 Where your data is collected from and how we use it

3.1 When you contact us

3.1.1 Contacting us through our website

If you communicate with us through any link on our Website, we may ask you for your personal data so we  can respond to your questions and comments. You may also choose to provide additional information.

3.1.2 Contacting us via telephone

We may record telephone calls you make to Bellscross Veterinary Physiotherapy to: (i) ensure compliance with regulatory practice and to establish facts and evidence for client transactions; (ii) prevent, detect, investigate and prosecute fraud. We do this in the interest of offering a good service to our clients and to protect the company. If you object to this, alternative communication methods are available. Your call recording may be shared with other organisations if they have a legal right to it.

3.2 When an owner registers with us

When you register with Bellscross Veterinary Physiotherapy online, by email, by post or in person you will be required to provide personal data such as your address, email address and telephone number. This personal information is used by us to:

  • Enable us to form a contract with you to provide services

  • Serve our legitimate business interest such as accepting your payments for the services , serving booking reminders and issuing loyalty rewards

  • Undertake anonymous statistical analysis to inform our business decisions

3.3 When a veterinary professional makes a referral to us

When a Veterinary professional makes a referral or confirms fitness to participate, either online, by telephone, by post, by email or in person, certain personal data shall be provided. This data includes the name of the Veterinary surgeon, telephone number and email address, along with personal detail such as postcode and name of the owner. This personal information is used in a professional capacity only to:

  • Attribute a responsible Veterinary professional to the care of an animal as required by law

  • Contact and engage with the Veterinary professional around the services and products provided by Bellscross Veterinary Physiotherapy

  • Validate the referral documentation against the appropriate owner

3.4 When you use our other website features

We offer Website visitors various features for their use, which we may change from time to time. We may ask you to submit certain personal data so we can provide you with these features such as competitions, discounts, online services, discussion boards and social media functions

3.5 When you visit our website

When you visit the Website, we may automatically collect certain personal data that we then aggregate so that it is not linked to a single, identifiable individual. This information provides us with statistics such as how many users visited our site and which pages were accessed. By collecting this information, we learn how to best tailor this Website to our visitors.

Like many companies, we use “cookies” or similar objects on our Website. Cookies are bits of text that are placed on your computer’s hard drive when you visit certain Websites. We use cookies to tell us, for example, whether you have visited our Website before or if you are a new visitor and to help us identify site features in which you may have the greatest interest. Cookies may enhance your online experience, for example, by remembering your passwords and viewing preferences, while you are visiting a particular site.

4.0 Collaborative Working

To offer the very best of care for your animal we will collaborate with other members of the Veterinary profession which will means the sharing of the data you have provided with us to legitimately deliver the care required for your animal. This data will include:

  • Your name

  • Your address

  • Your email address

  • Your telephone number

Where we receive information from third parties, such as Veterinary practices or business partners we will combine this data with any information that we already hold about you.

We require all businesses that we work with to take suitable steps to ensure data security including during the sharing of data electronically.

5.0 Data we do not process

We do not process:

  • Any special categories of personal data (including details about your race or ethnicity, religious or philosophical beliefs, sexual orientation, political opinions, trade union membership, information about  your health and genetic and biometric data)

  • Any information about criminal convictions and offences,

And you should not provide us with any such information through any of the Channels.

6.0 Data retention

We will not retain your personal information longer than is necessary to carry out the purpose for which it was given. We will hold onto the information you provide, as needed, to be able to provide services to you. 

If legally required or if it is reasonably necessary to meet regulatory requirements, resolve disputes, prevent fraud and abuse, or enforce our Terms and Conditions, we may also retain some of your information for a limited period of time as required, even after it is no longer needed to provide services to you.

By law, we are required to hold some personal information relating to Veterinary Referrals, Treatments and Service provision for a minimum of 7 years. Typically all personal data is held for 10 years prior to secure destruction.

7.0 The lawful bases by which we process your personal data

7.1  Your consent

By accepting the terms of this policy, you give us your express, freely given consent to process any of your personal data in accordance with the terms of this Notice. You may withdraw your consent given under this paragraph (in whole or in part) at any time by contacting

7.2  Other lawful grounds

Without prejudice to the consent given by you under paragraph 7.1 above, The Canine Fitness Company may process your personal data in any circumstances where such processing is necessary:

7.2.1  in order to perform any agreement between us (including pursuant to our Terms of Service);

7.2.2  to comply with any applicable law or regulation; or

7.2.3  for the purposes of the legitimate interests pursued by us or third parties. These legitimate interests include the purposes identified above but also include other general commercial interests and our internal administrative purposes.

8.0 Your rights as a data subject

8.1  Subject to any conditions or requirements set out in the GDPR or other applicable law or regulation, Bellscross Veterinary Physiotherapy hereby informs you that you may have the following rights in relation to the personal data we hold about you:

8.1.1  the right to request a copy of your personal data held by us;

8.1.2  the right to correct any inaccurate or incomplete personal data held by us;

8.1.3  the right to request that we erase your personal data;

8.1.4  the right to request that we restrict the processing of your data (as set out in the GDPR);

8.1.5  the right to have your personal data transferred to another organisation;

8.1.6  the right to object to certain types of processing of your personal data by us; and

8.1.7  the right to complain.

8.2  In order to make an enquiry about any of these rights please email or write to The Data Controller, Tanglewood, The Long Road, Farnham, Surrey GU10 4EB. Please indicate your country of residence in your correspondence.

9.0 Transfer of information to other countries

Information collected or received by Bellscross Veterinary Physiotherapy in connection with the Online Services may be transferred to other countries and jurisdictions within the EEA or which the EU Commission has approved as having an adequate level of protection.

Consent will be obtained before any images or treatment information is shared

on social media.


Any digital information/ media is digitally stored on a secure device and any written data is stored in a locked cabinet.

Records will be kept for a period of 7 years (from last treatment) then destroyed to ensure compliance with the UK's Statue of Limitation.

Data will be used to manage future communication between yourself and Bellscross Veterinary Physiotherapy, as well as when dealing with insurance companies in regard to claiming treatment if required. In order to comply with the RCVS (Royal College of Veterinary Surgeons) Act, treatment records will be shared with your referring veterinary practice.

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