Mammal Pet Care Ltd - Company Registration Number: 15470175
Mammal is committed to protecting your privacy. This policy explains, in plain terms, what personal information we collect, why we collect it, how we use and safeguard it, and the choices and rights available to you under the UK GDPR and the Data Protection Act 2018.
What we collect: your contact details, your pet's health and treatment records, and payment information needed to provide veterinary care.
Why: to deliver veterinary treatment, take payment, keep you informed, and meet our legal and professional obligations.
Your rights: you can ask to see, correct, restrict, or delete the data we hold about you.
Retention: records are kept for as long as veterinary and legal rules require.
Sharing: we don't pass your data to third parties except where the law requires it or it's necessary for your pet's care.
Cookies: our website uses only essential and basic analytics cookies.
The full policy below sets out these points in more detail.
We only use personal data where we have a proper legal footing to do so. Depending on the situation, this will be one of the following:
Contract - to provide the veterinary services you've asked us for.
Legal duty - to meet regulatory obligations, such as keeping clinical records.
Legitimate interests - for day-to-day running of the practice: appointment reminders, customer service, staff training, safety, and record-keeping, always carried out with your privacy in mind.
Consent - for anything optional, such as marketing messages, where we'll always ask first.
We keep records only as long as professional guidance and the law require:
Clinical and pet health records - at least 7 years from the last treatment.
Financial records - 6 years, in line with tax rules.
Marketing data - kept until you withdraw consent, or after roughly 2 years of no contact.
Job applications - around 6 months, unless you agree to us keeping them longer.
CCTV and audio, where used - typically around 6 months, reviewed periodically.
We do not sell or pass on your personal data for marketing purposes. Limited sharing does happen where necessary, for example:
With regulators, where we're legally obliged to report.
With specialist vets or diagnostic labs involved in your pet's treatment.
With payment providers, to process transactions securely.
Any organisation we share data with is expected to meet high standards of data protection.
Essential cookies - needed for the website to function properly.
Analytics cookies - help us understand how the site is used; data is anonymised.
No marketing trackers - we do not use third-party advertising cookies.
You can control cookies at any time through your browser settings.
If you have questions about this policy or want to exercise your rights, please contact:
Data Protection Officer: [Name to be confirmed]
Email: info@mammalpetcare.uk
This section explains how Mammal collects, stores, and uses your personal data, and sets out your rights under data protection law.
Under the UK GDPR and the Data Protection Act 2018, personal data means any information that can identify you, directly or indirectly - from obvious details like your name and contact information to less obvious things like an online identifier or location data. The categories of data we hold are listed in Section 5 below.
You have a number of rights over your personal data, which we will always respect:
Be informed about how we collect and use your data (this policy, and you can always ask us directly).
Access the data we hold about you (see Section 9).
Correction of inaccurate or incomplete data.
Erasure - ask us to delete data we no longer need to keep.
Restriction of how we use your data.
Object to certain uses of your data.
Withdraw consent at any time, where consent is our basis for processing.
Data portability, where technically possible, if you gave us the data and it's processed automatically.
Rights relating to automated decision-making - see Section 12 for when and how we use automated risk assessment, and how to request human review.
To exercise any of these rights, contact us using the details above. It's also important to let us know if any of your details change. If you're unhappy with how we've handled your data, you can complain to the Information Commissioner's Office - though we'd welcome the chance to put things right first.
We collect the following categories of data, directly from you, electronically, or occasionally from official bodies (such as HMRC or your bank). We never buy or sell personal data.
| Category | Examples |
| Identity | Name, date of birth, address, email, and ID documents (retained only until verification is complete) |
| Pet & health | Your pet's name, species, breed, medical history, symptoms, and treatment records |
| Contact | Phone number, email, social media handles |
| Business | Job title, company details, where relevant to an account |
| Payment | Card and bank details needed to process a transaction |
| Profile | Preferences and account settings |
| Third-party | Information from credit or regulatory bodies, and from third-party platforms we use to deliver our services (see Section 8) |
| Systems / CCTV | CCTV and audio recordings where used on-site, and basic website usage data |
Where Mammal uses CCTV or audio recording on its premises, this is done to keep clients, patients, staff, and visitors safe, and to support training, service improvement, and any approved research. Cameras are clearly signposted. Footage is stored securely, accessible only to authorised staff, and normally kept for around 6 months unless needed for longer due to an investigation or legal request. You can ask to see recordings that show you, in the same way as any other subject access request.
We do not use CCTV or audio footage for advertising or social media. If we ever want to use footage or images from our premises for marketing purposes - for example, a photo or clip featuring a client, their pet, or a member of staff - we will ask for your specific, separate consent beforehand, and you're free to decline without it affecting your care or account.
| Activity | Data Used | Legal Basis |
| Running our practice | Account and systems data | Legitimate interest / contract |
| Providing veterinary services | Identity, contact, clinical data | Contract |
| Taking payment | Payment data | Contract |
| Personalising your experience | Profile and preference data | Legitimate interest |
| Communicating with you | Contact data | Contract / legitimate interest |
With your permission, or where the law allows, we may also contact you with news and offers about our services - you can opt out at any time, and we'll never send unlawful marketing. We only use your data for new purposes if they're compatible with why it was collected, or if we've told you and explained the legal basis.
| Category | Retention Period | Basis |
| Clinical and pet records | 7 years after last treatment | RCVS guidance; Limitation Act 1980 |
| Financial records | 6 years from end of tax year | HMRC requirements |
| Insurance-related correspondence | 7 years | Dispute resolution |
| Marketing data | 2 years, or until consent withdrawn | UK GDPR |
| Job applications | 6 months (up to 12 with consent) | Equality Act 2010; UK GDPR |
| Employee records | 6 years post-employment | Employment Rights Act 1996 |
| Health & safety incident records | 3 years (or until age 21 if under 18) | RIDDOR |
| CCTV / audio | Around 6 months, unless needed longer | Legitimate interest |
Your data is stored in the UK and/or within the European Economic Area, both of which offer equivalent protection under data protection law. Where data is stored outside the UK or EEA, we only do so where an adequate level of protection is confirmed, and we take additional contractual and technical steps to keep your data safe. We limit access to staff and partners who genuinely need it, apply confidentiality obligations, and use measures such as multi-factor authentication and layered access controls to protect your information.
We do not share your personal data with third parties except in limited circumstances: if our business is sold, transferred, or merged; where we're legally required to disclose data (for example, to a court or regulator); with other companies in our group where needed to deliver our services to you; or with third-party platforms we use to run parts of our service.
In particular, your pet's health portal is operated through Lupa Pets, a third-party platform used to store and manage your pet's records and support the automated risk assessment described in Section 12. [Mammal to confirm: where Lupa Pets stores data (UK/EEA/other), and whether Lupa Pets acts as a data processor on our instructions or as an independent controller - this affects what safeguards apply under Section 7.]
You can ask us for a copy of the personal data we hold about you - this is called a subject access request. Send your request in writing using the contact details above. There's usually no charge, though a reasonable fee may apply for repetitive or excessive requests. We aim to respond within one month, and no later than three months for more complex requests, keeping you updated throughout.
Email: info@mammalpetcare.uk
Address: Mammal Pet Care, Unit 4, 2 East Road, Wimbledon, SW19 1UW
We may update this policy from time to time - for example, if the law changes or our services evolve. Please check back periodically for the latest version.
As part of your registration and continued use of the Website, including your pet's health portal (operated through Lupa Pets), Mammal uses automated processes and algorithmic tools to assess certain information you choose to or not to provide or that we hold about you, all with the interest of a bespoke healthcare plan. This assessment may take into account, without limitation:
Financial risk indicators - such as payment history, subscription or payment plan status, and patterns associated with fraudulent activity. Where you choose to share any information about financial hardship, we will only use any details that you choose to reveal about health, disability, or similarly sensitive circumstances with your explicit consent as we do our best to be charitable with discounted services.
Clinical risk indicators - such as information provided about your pet's symptoms or clinical history that is a diagnosable chronic disease process, used to help prioritise regular, urgent or high resource use cases and direct you to an appropriate care plan.
Conduct and safeguarding indicators - such as patterns of behaviour, animal or human, behaviour that may suggest misuse of the service, abuse, or risk to staff, other users, or animals in our care.
This assessment may affect the services available to you, including the payment terms offered, the priority given to your enquiry or booking, and whether your account is subject to additional review or restriction. The specific rules on how clinical risk indicators can affect your pet's healthcare plan pricing are set out in our Terms & Conditions (Health Plan Pricing and Disclosure).
Where a decision is made solely by automated means and has a legal or similarly significant effect on you, you have the right to request human review of that decision, to express your point of view, and to contest the decision. Requests can be made using the contact details in Section 10.
This section summarises how the accuracy of information you give us can affect your pet's healthcare plan pricing. The full contractual terms are set out in our Terms & Conditions.
Pricing at registration is based on the health information you provide, including any pre-existing conditions.
If a pre-existing condition is later found not to have been declared at registration, we may adjust your plan's pricing to reflect it, or exclude cover for costs relating to that condition - see our Terms & Conditions for the full position.
If your pet develops a new chronic condition after registration, we may adjust your plan's pricing going forward to reflect the change in ongoing care needs; this is a forward-looking adjustment, not a penalty.
We rely on the clinical risk indicators described in Section 12 to identify these situations. You'll always be told in advance of any pricing change and given the reason for it.