1. Who we are
TruePets is an independent pet-care service operating around Reading, Berkshire and RG7. For data-protection purposes, TruePets is the controller of personal information collected directly through this website and through subsequent booking communications.
You can contact TruePets about privacy using the website contact form. Business identity and postal details should also be included on invoices and confirmed booking documents before a booking is agreed.
2. Information we may collect
Depending on how you use the service, information may include:
- your name, email address, optional telephone number and correspondence;
- service address, postcode, access instructions and nominated emergency contacts;
- booking dates, payment records and agreed service details;
- information about pets, routines, behaviour, health needs, veterinary contacts and emergency permissions;
- technical information recorded by the web server, such as IP address, browser type, requested page, timestamp and security events.
The contact form stores submitted enquiries securely in the website database. Optional private email notifications can also be enabled for the business owner. This notice should be reviewed whenever suppliers, retention periods, analytics or other integrations change.
3. Why we use information and the lawful bases
| Purpose | Typical lawful basis |
|---|---|
| Responding to an enquiry and preparing a quote | Steps requested before entering a contract; legitimate interests in managing enquiries |
| Confirming and delivering pet-care services | Performance of a contract |
| Keeping pets, property and people safe | Contract; legitimate interests; vital interests in a genuine emergency where applicable |
| Accounting, tax, insurance and legal records | Legal obligation; legitimate interests |
| Website security and abuse prevention | Legitimate interests in protecting the service |
Marketing messages will not be sent without an appropriate legal basis. Consent can be withdrawn at any time where consent is the basis relied on.
4. Who information may be shared with
Information may be shared only where reasonably necessary with service providers supporting secure hosting, email, bookkeeping or payment processing; insurers and professional advisers; veterinary professionals or nominated contacts during an agreed emergency; and public authorities where disclosure is legally required.
Suppliers should receive only the information they need and should be subject to suitable confidentiality and data-protection terms.
5. International transfers
TruePets should prefer UK-hosted services where practical. If a supplier processes information outside the UK, an appropriate transfer mechanism and safeguards should be confirmed before use. Optional email notifications should only be enabled once the chosen mailbox arrangements have been checked.
6. How long information is kept
Enquiries that do not become bookings should be deleted when no longer needed, normally within 12 months. Booking, payment, tax and insurance records may need to be retained for longer periods required by law or necessary to establish, exercise or defend legal claims. Access instructions and key information should be removed or returned promptly when the relationship ends unless continued retention is agreed.
7. Security
Reasonable technical and organisational measures should include secure hosting, HTTPS, restricted access, strong authentication, careful handling of keys and alarm details, software updates, backups and incident logging. No internet service can guarantee absolute security.
8. Your rights
Depending on the circumstances, UK data-protection law may give you rights to access, correct, erase or restrict information; object to certain uses; receive portable information; and complain about how information is handled. Some rights are limited where information must be retained for legal, contractual or safety reasons.
9. Questions and complaints
Please use the contact form and clearly mark the message as a privacy request. TruePets should respond without undue delay and may need to verify your identity.
You also have the right to complain to the UK Information Commissioner’s Office. Their current contact information and guidance are available on the ICO website.
10. Changes to this notice
This notice should be reviewed when suppliers change, when new uses of personal information begin, when analytics are added, or when legal requirements change. The latest update date appears at the top of the page.