Privacy & Cookie Policy

South Moor Ltd (trading as South Moor Vets)
Company number: 06469165
Registered office: Derby Road, Kingsbridge, Devon TQ7 1JL
Phone: 01548 852 766
Last updated: December 2025

1. Information About Us

South Moor Ltd (“we”, “us”, “our”, “South Moor Vets”) is the data controller for the purposes of the UK GDPR and Data Protection Act.

If you have any questions about this Policy or our use of your personal data, or wish to exercise your data-subject rights, please contact us at: admin@southmoorvets.co.uk

2. The Information We Collect

When you engage with South Moor Vets; for example by visiting our website, booking a consultation via our systems, becoming a client, using our services, or communicating with us; we may collect and process some or all of the following personal data:

  • Contact data: name; address; email; telephone number.
  • Client / Pet-owner data: pet(s) name(s), pet information (species, breed, age, health history), any registration or form-data submitted via online booking or client-portal systems (e.g. via our client management / booking software).
  • Service / Clinical data: veterinary treatment records, appointment history, prescriptions, referrals, insurance / claim data, any other medical or healthcare-related information provided by you or generated by our services.
  • Transaction data: payments for goods or services; invoices; payment method (if card payment details are provided or stored; see below).
  • Communication data: correspondence between you and us (emails, phone calls, messages via our system, notes of consultations, reminders, follow-ups), including metadata (time, date, method).
  • Website usage & technical data: IP address; browser / device information; pages visited; interaction with website; cookie and tracking-data (see Section 7).

3. How and Why We Use Your Information

We process your personal data for the following purposes / lawful bases:
To provide veterinary services, manage appointments, medical treatment, prescriptions, referrals and client support (contractual necessity).

  • To meet our legal and regulatory obligations (e.g. record-keeping, compliance, insurance, audit).
  • For legitimate business interests: managing our client relationships, internal administration, practice management, service improvement.
  • With your consent (where required) for marketing communications (email newsletters, promotions), non-essential cookies/tracking, and client-engagement features (e.g. appointment reminders).

If you receive marketing from us, we will only do so if you have previously opted in; and you can withdraw consent at any time.

4. Who We Share Data With

Depending on the service or request, we may share your data with:

  • Referring or referral hospitals / specialist practices
  • Veterinary-diagnostic laboratories or external pharmacies
  • Pet insurance companies (with your consent / as part of claims)
  • Out-of-hours or emergency care providers
  • Our practice-management / booking / client-portal system providers (see below)
  • Our IT / website hosting / data-storage providers
  • Other third-party service providers strictly as required to deliver our services or meet legal obligations

Services / tools we use:

  • Client-portal / booking / medical-records software: Teleos
  • Client communication & pet-health-plan / booking system: PetsApp
  • Analytics: Google Analytics
  • Tracking / marketing cookies: Meta Pixel and related advertising / remarketing systems
  • Email / marketing communications: Mailchimp and Brevo

If you wish to know more about which data is shared with which third-party, or request that we remove your data from those third-party systems (where possible), you may contact us via the details above.

5. Data Retention

We will keep personal data only for as long as is necessary for the purposes for which the data were collected; including to fulfil our contractual, legal, and regulatory obligations.

As a guideline (but subject to review / change):

  • Clinical / medical / client records: 7 years or more depending on case history
  • Transaction and financial records (invoices, payments): 6 years for accounting / tax purposes]
  • Booking and website-related data (forms, analytics, cookies, consent records): 2 years]
  • Marketing / communications data: until you withdraw consent (or until you request deletion)

If you wish to request deletion or restriction of your personal data, please contact us.

6. Your Rights

Under UK GDPR you have the right to:

  • Access the personal data we hold about you (“Subject Access Request”)
  • Ask for rectification of inaccurate or incomplete data
  • Ask for erasure of data (where certain conditions are met)
  • Ask us to restrict or object to processing
  • Request portability of your data (where technically feasible)
  • Withdraw consent at any time (for marketing or non-essential cookies)
  • Lodge a complaint with the UK supervisory authority (Information Commissioner’s Office; ICO) if you believe your rights have been breached

7. Cookies & Tracking

Our website uses cookies and similar technologies to provide functionality, improve user experience, and gather analytics / marketing data. This includes “essential cookies” (for website operation) as well as “non-essential cookies” (analytics, marketing).

Because we use third-party analytics and tracking tools (Google Analytics, Meta Pixel, marketing / remarketing cookies), we ask for and obtain your explicit consent before placing any non-essential cookies. This is in accordance with UK law (UK GDPR + Privacy and Electronic Communications Regulations, PECR). Cookie Information+2ICO+2

Cookies are grouped as follows:

  • “Strictly necessary” cookies; required to operate the site (e.g. login/website security)
  • “Analytics / performance” cookies; used to understand site usage and improve service
  • “Marketing / advertising / tracking” cookies; used for advertising, remarketing and user-tracking

We provide a cookie notice/banner when you first visit our site, and a mechanism for you to accept or reject non-essential cookies. You may also change or withdraw consent at any time via browser settings or our cookie-preference tool.

8. Third-Party Links

Our website may contain links to third-party websites (for example, referral hospitals, insurance companies, payment providers, external content). If you click on any such link, we are not responsible for the privacy or data-handling practices of those third parties.

9. Children’s Data

Our services and website are designed for users aged 16 and over. We do not knowingly collect or process personal data from individuals under 16.

10. Changes to This Privacy Policy

We may update this Privacy & Cookie Policy from time to time. The “Last updated” date above will be revised accordingly. We recommend you check the policy periodically.

11. How to Contact Us

If you have any questions, concerns or wish to exercise your data-protection rights, you may contact us at:

South Moor Ltd (trading as South Moor Vets)
Derby Road Veterinary Centre, Derby Road, Kingsbridge, Devon TQ7 1JL
Phone: 01548 852 766
Email: admin@southmoorvets.co.uk

12. Document Control

This policy is owned by South Moor Ltd. It will be reviewed regularly; at least annually, or whenever there is a significant change to data-processing practices, third-party systems, or relevant law / regulation.