Privacy Policy

Introduction

Manro Medical LTD, trading as Voo Vets, is committed to protecting your personal data. This privacy notice will inform you as to how we look after, collect and process your personal data. This may be through registration with any of our practices to purchase products or use our services, use of our website or recruitment.

We do not knowingly collect data relating to children.

Controller

Manro Medical Limited, trading as Voo Vets, is the data controller and responsible for your personal data (referred to as “Manro Medical LTD”, “we “, “us” or “Our”).

Contact details

Our full details are: Manro Medical Limited, registered in England and Wales, under company number 07713238; Registered Office: 30 Claremont Road, Surbiton, Surrey, KT6 4RF

ICO Registration No: ZA260113

Email address: hello@welovevoo.com

Postal address: 30 Claremont Road, Surbiton, Surrey, KT6 4RF

1) What Information We Collect, Use, and Why

We collect and use the following information to register, provide and receive payment for patient care, services, pharmaceutical products and other goods:

Identity Data including first name, last name, marital status, title, pronoun preference, date of birth and gender.
Contact Data including billing address, delivery address, email address and telephone numbers.
Pet Data including the name, species, breed, gender, insurance records and medical history of your pet(s).
Transaction Data including details about payments to and from you and other details of products and veterinary services you have purchased from us.

The above data is used at times to:

- notify you about treatments or services that your pet is due or would be beneficial to your pet

- update you with any changes to our terms or privacy policy.

To provide healthcare plans, collect money owed to us, provide patient app and portal functionality we additionally collect and use:

Financial Data including bank account and payment card details.

To process insurance claims we collect and use:

Insurance data including insurance policy type, claim history, maximum benefit, excess, copayments, exclusions, renewal dates.

To improve our services or troubleshoot the website we may at times collect and use:

Usage Data including information about how you use our website, products and veterinary services.
Marketing and Communications Data including your communication preferences, correspondence, feedback and survey responses.

We collect or use the following personal information for recruitment purposes:

Contact details (eg name, address, telephone number or personal email address)
Job Application Data including your preferred place of work, preferred role, the CV that you provide to us, employment history, references, qualifications
Right to work: National Insurance Number, Copies of passport or other photo ID.

We do not collect details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health, and genetic and biometric data.

2) How Do We Collect Personal Data

We collect information directly from you through face to face interactions or if you fill in forms or by corresponding with us by post, phone, email or otherwise.

We may automatically collect Usage Data about your browsing actions and patterns or analytics providers [such as Google based outside the EU]. Please see our cookie policy for further details.

Recruitment agencies may share your Identity, Contact details, and Job Application Data with us in order to introduce you to a specific role with your prior consent.

3) Lawful Bases

Under UK data protection law, we must have a lawful basis for collecting and using your personal information. We use different or multiple legal basis depending on why we use your information. The legal basis are:

Contractual Necessity: where we are about to enter or have entered into a contract for the delivery of veterinary services with you.
Legitimate interests (ours, yours or those of another party), and your fundamental rights and freedoms do not override those interests.
Compliance with a legal or regulatory obligation.

The table below shows the legal bases we rely on when using your personal data:

Purpose/Activity	Type Of Data	Lawful basis
To register and provide veterinary services	Identity, contact and pet	Performance of a contract with you
a) to process payments for products and services: (b) collecting and recovering money owed to us c) providing healthcare plans d) providing patient app	Transaction and Financial	(a) Performance of a contract with you (b) Necessary for our legitimate interests (to recover debts)
(a) Notifying you of treatments that your pet is due, or which may be beneficial to your pet (b) Notifying you about changes to our terms or privacy policy (c) Asking you to leave a review or take a survey	Identity, contact and pet	(a) Performance of a contract with you (b) Necessary to comply with a legal obligation (c) Necessary for our legitimate interests (to keep our records updated, to improve the health of pets and development of the business).
To improve our services or troubleshoot the website	Usage and Communication Data	(a) Necessary for our legitimate interests (for smooth running of our business, security and prevention of fraud) (b) Necessary to comply with a legal obligation
To process insurance claims	Insurance Data	Necessary for our legitimate interests (to recover money owed to you or us)

Direct Marketing

We do not rely on consent as a legal basis for processing your personal data other than in relation to sending direct marketing communications including promotional offers to you via email or phone message (including third party apps from us). You have the right to withdraw consent and opt-out at any time by contacting us or using the opt-out or ‘unsubscribe’ links on any marketing message sent to you.

Before we process your data for direct marketing purposes, we will require your consent to do so. Consent means any freely given, specific, informed and unambiguous indication of your wishes by which you, by a statement or by a clear affirmative action, signify agreement to the processing of personal data relating to yourself.

We do not share your personal data with any other company for marketing purposes.

Change of purpose

We may sometimes find that our purposes for collecting and using data changes over time. In this situation we will:

Ask you for new consent if we originally collected and used your personal data on the lawful basis of consent.
If we did not originally collect your personal data on the basis of consent, we may only use your personal data for a new purpose if it is compatible with the original purpose.

To assess this we consider the differences between the purposes; the reasonable expectations; and the impact on the individuals whose data we are processing.

If we need to use your personal data for an unrelated, ‘incompatible’ purpose, we will notify you and we will explain the legal basis which allows us to do so.

If you fail to provide personal data:

If you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with products, veterinary services or assess your suitability for available vacancies). In this case, we may have to cancel a product or service you have with us and we will not be able to enter into a contract with you. We will notify you if this is the case at the time.

4) Disclosures Of Your Personal Data

We may have to share your personal data with the parties set out below:

Service providers [acting as processors] based in the United Kingdom who provide IT and system administration services.

Professional advisers including lawyers, auditors and insurers based the United Kingdom who provide consultancy, banking, legal, insurance, debt and accounting services.

Where this is required by law, we may share your personal data with relevant law enforcement agencies without your knowledge or consent.

We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

We do not transfer your personal data outside the European Economic Area.

5) Data Security And Retention

Security of your information is important to us. We maintain appropriate technical, administrative, and physical security measures that are designed to protect your information from unauthorised access, theft, disclosure, modification or loss.

We retain information for as long as necessary to fulfil the purposes set out in this Privacy Policy. We also retain information when necessary to comply with contractual and legal obligations.

We keep basic client information for six years after they cease being cleints for legal and tax purposes. We also keep information about employees for 6 years after employment ceases for legal reasons and personal data for unsuccessful candidates will be kept for 1 year.

We may anonymise your personal data (so that it can no longer be associated with you) in which case we may use this information indefinitely without further notice to you.

6) Your Rights And Choices

Under data protection you have rights when it comes to your personal data. Some of these rights apply generally, while others will only apply in certain circumstances. Depending on the scenario, these rights may be subject to some limitations:

Your right of access - You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for.
Your right to rectification - You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete.
Your right to erasure - You have the right to ask us to delete your personal information. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.
Your right to restriction of processing - You have the right to ask us to limit how we can use your personal information.
Your right to object to processing - You have the right to object to the processing of your personal data. where we are relying on a legitimate interest (or those of a third party) as you feel it impacts on your fundamental rights and freedoms including direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.
Your right to data portability - You have the right to ask that we transfer the personal information you gave us to another organisation, or to you.
Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time.

You can find out more about your data protection rights and the exemptions which may apply via ICO’s website: https://www.ico.org.uk

To make a data protection rights request please contact us using the contact details at the top of this privacy notice. If you make a request, we must respond to you without undue delay and in any event within one month. We may need more specific information from you or to verify your right to access the data. You will not have to pay a fee to access your personal data or to exercise any of the other rights. However, we may charge a reasonable fee if your request is repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances. In the rare occasions where a request is complex or large, we may need to extend this deadline by an additional two calendar months. If this is the case, we will notify within 30 days.

To make a data protection complaint, please contact us using the contact details at the top of this privacy notice.

If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.

The ICO’s address:

Information Commissioner’s Office Wycliffe House
Water Lane
Wilmslow

Cheshire SK9 5AF

Helpline number: 0303 123 1113
Website: https://www.ico.org.uk/make-a-complaint