Last updated: 20th August 2026

This Privacy Notice explains how Buzz Veterinary Ltd, trading as Buzz Mobile Vet (“Buzz”, “we”, “us” or “our”), collects, uses, stores and shares personal information.

It applies to our clients, prospective clients, website visitors and other individuals whose personal information we process in connection with our mobile veterinary services.

1. Who We Are

Buzz Veterinary Ltd is the controller of personal information processed in connection with the veterinary services described in this Privacy Notice.

Our details are:

Legal entity: Buzz Veterinary Ltd
Trading name: Buzz Mobile Vet
Company number: 11882624
Business address: Conan basepoint, Pine Grove Enterprise Centre, Pine Grove, Crowborough, TN6 1DH
Telephone: 07774077748
General email: info@buzzmobilevet.co.uk
Privacy enquiries: privacy@buzzmobilevet.co.uk
Website: https://buzzmobilevet.co.uk

If you have questions about how we use your personal information or wish to exercise your data-protection rights, please contact privacy@buzzmobilevet.co.uk.

2. What This Privacy Notice Covers

We provide mobile veterinary services and use personal information in order to:

• register clients and their animals;
• provide veterinary care;
• maintain veterinary clinical and client records;
• arrange appointments;
• process payments;
• administer Pet Plans;
• issue prescriptions and veterinary documentation;
• communicate with clients;
• arrange diagnostic testing and referrals;
• arrange cremation and other aftercare;
• assist with pet insurance claims;
• register microchips;
• provide Animal Health Certificates and other pet-travel services;
• operate and improve our website;
• understand how visitors use our website;
• measure the effectiveness of our advertising;
• market our services where permitted; and
• comply with our legal, regulatory and professional obligations.

Animal information is not itself personal data under UK data-protection law. However, information about an animal may constitute personal information where it is linked to an identifiable owner, keeper or other individual.

3. Personal Information We Collect

Depending upon how you interact with us, we may collect and use the following types of personal information.

Identity and contact information

This may include:

• name;
• address;
• postcode;
• telephone number;
• email address;
• client number;
• alternative contact details; and
• information about another person authorised to act for you or make decisions concerning your pet.

Pet and veterinary information

This may include:

• pet name;
• species;
• breed;
• age/date of birth;
• sex;
• microchip number;
• identifying characteristics;
• veterinary history;
• vaccination history;
• medicines;
• prescriptions;
• laboratory results;
• diagnoses;
• treatment information;
• consultation notes;
• referral information;
• euthanasia and aftercare information;
• pet-travel information; and
• other veterinary information linked to you as the owner, keeper or client.

Appointment information

This may include:

• appointment bookings;
• appointment dates and times;
• service requested;
• appointment address;
• geographic service zone;
• cancellation information;
• missed appointments; and
• communications relating to appointments.

Payment and financial information

This may include:

• amounts charged and paid;
• invoices;
• refunds;
• transaction references;
• payment status;
• Pet Plan payment information;
• insurance information; and
• information necessary to assist with insurance claims.

We do not normally store complete payment-card details ourselves.

Communications

This may include communications between you and us by:

• telephone;
• email;
• SMS;
• website forms;
• booking systems;
• WhatsApp;
• letters; and
• other communication methods we agree to use.

Consultation audio and AI-assisted notes

Where you agree to consultation recording, we may process:

• an audio recording of the consultation;
• your voice;
• a transcript;
• information discussed during the consultation; and
• AI-assisted draft clinical notes.

Insurance information

Where you ask us to assist with a pet insurance claim, we may process:

• insurer details;
• policy and claim numbers;
• claim forms;
• invoices;
• clinical information;
• treatment history; and
• correspondence relating to the claim.

Pet-travel information

For Animal Health Certificates and other pet-travel services, we may process:

• owner details;
• travel dates;
• destinations;
• pet identification;
• microchip information;
• vaccination information;
• previous veterinary records; and
• other information required for certification.

4. Information We Receive From Other Sources

We may receive information about you or your pet from:

• your previous or current veterinary practice;
• referral practices and hospitals;
• veterinary laboratories;
• pet insurers and claims administrators;
• microchip databases;
• crematoria and aftercare providers;
• people authorised to act on your behalf;
• payment providers; and
• public authorities where legally permitted or required.

Where we obtain personal information from another source, we will provide the privacy information required by applicable law.

5. How We Use Your Personal Information

We use personal information for purposes including:

Providing veterinary care

To:

• assess and treat your pet;
• maintain clinical records;
• prescribe and supply medicines where appropriate;
• arrange diagnostic tests;
• provide preventative healthcare;
• provide vaccinations and microchipping;
• provide Animal Health Certificates;
• provide home euthanasia and aftercare; and
• arrange referrals where necessary.

Managing appointments

To:

• arrange appointments;
• manage cancellations;
• communicate appointment information;
• calculate applicable travel-zone charges; and
• manage client accounts.

Processing payments

To:

• process payments;
• issue invoices and receipts;
• process refunds;
• manage Pet Plan subscriptions;
• reconcile payments; and
• recover legitimate unpaid amounts.

Running our business

To:

• maintain appropriate records;
• manage suppliers;
• deal with complaints;
• protect staff and clients;
• prevent fraud;
• obtain professional advice;
• enforce our contractual rights; and
• defend or pursue legal claims.

Website and marketing

To:

• operate our website;
• understand website usage;
• measure advertising;
• improve our website;
• measure marketing performance; and
• advertise our services where permitted.

6. Lawful Bases for Processing

We must have an appropriate lawful basis for processing personal information. The lawful basis depends upon what we are doing with the information.

Contract

We may process personal information where necessary to enter into or perform our contract with you.

This includes:

• arranging appointments;
• providing veterinary services;
• processing payments;
• managing Pet Plans;
• communicating with you about services; and
• providing services you have requested.

Legal obligations

We may process personal information where necessary to comply with legal or regulatory obligations, including obligations relating to:

• taxation and accounting;
• veterinary medicines;
• veterinary clinical records;
• animal health;
• Animal Health Certificates;
• data protection; and
• lawful requests from public authorities.

Legitimate interests

We may process information where necessary for our legitimate interests, provided those interests are not overridden by your rights and interests.

These interests may include:

• operating our veterinary practice;
• maintaining appropriate records;
• ensuring continuity of care;
• protecting animal welfare;
• protecting staff and clients;
• preventing fraud;
• recovering legitimate debts;
• handling complaints;
• improving our services;
• maintaining website security; and
• defending or pursuing legal claims.

Where we rely on legitimate interests, we will consider whether the processing is necessary and proportionate and whether your interests or fundamental rights and freedoms override those interests.

Consent

We may rely upon consent for specific processing where appropriate, including:

• audio recording of consultations;
• certain marketing communications;
• non-essential cookies and similar technologies; and
• other activities where we specifically ask for your consent.

Where we rely upon consent, you can withdraw it at any time.

7. Veterinary Clinical and Client Records

We maintain veterinary clinical and client records in accordance with applicable professional and legal requirements.

Clinical records may include:

• consultation notes;
• examination findings;
• diagnoses;
• laboratory results;
• medicines;
• prescriptions;
• treatment information;
• estimates;
• consent records;
• communications;
• referrals; and
• other information relevant to your pet's care.

Client records may include identifying and financial information relating to the person engaging our services.

Where necessary for continuity of care, we may share relevant records with another veterinary practice or veterinary professional.

8. Lupa — Our Practice Management System

We use Lupa Pets Ltd (“Lupa”) as our veterinary practice-management system.

Lupa is used for functions including:

• client registration;
• pet registration;
• appointment management;
• online bookings;
• veterinary clinical records;
• invoices and payments;
• Pet Plans;
• client communications; and
• AI-assisted clinical documentation.

Where Lupa processes personal information on our instructions for these purposes, it generally acts as a data processor on our behalf.

Lupa may use authorised sub-processors in delivering its services.

9. Online Veterinary-Service Payments

Payments for veterinary appointments and services booked through our veterinary booking and practice-management system are processed through Lupa and Stripe, which is Lupa's underlying payment processor.

Stripe may process information necessary to:

• process and authorise payments;
• prevent and detect fraud;
• process refunds and payment reversals;
• maintain payment records; and
• comply with applicable legal and regulatory requirements.

We do not normally receive or store your complete payment-card details.

Depending on the activity, Stripe may act as a data processor or data controller.

10. Audio Recording and AI-Assisted Clinical Notes

We may offer clients the option of having a consultation audio recorded to assist the veterinary professional with clinical documentation.

We use functionality provided through Lupa for this purpose.

Where you agree to recording:

1. the consultation may be audio recorded;
2. the audio may be transcribed;
3. AI-assisted technology may analyse the recording or transcript;
4. a draft summary or clinical note may be generated; and
5. the veterinary professional will review and, where necessary, correct or amend the resulting notes.

AI is a documentation aid only.

The veterinary professional remains responsible for the clinical record and for exercising professional judgement.

We do not rely solely upon AI-generated information to make veterinary clinical decisions.

Audio recording is optional.

Declining audio recording will not prevent you or your animal from receiving veterinary care from us.

You may also ask for recording to stop during a consultation.

11. In-Person Card Payments — Revolut

We use Revolut to process card payments made in person.

Revolut may process information necessary to process and record the transaction.

We may retain transaction references, amounts and payment status for accounting and client-record purposes.

We do not normally receive or store your complete payment-card details.

12. WooCommerce and Stripe

Our website uses WooCommerce.

WooCommerce is currently installed and configured to allow us to offer products or services for purchase through the website.

Stripe is enabled as a WooCommerce payment gateway.

Stripe may process payment and transaction information necessary to:

• complete purchases;
• authorise payments;
• prevent fraud;
• process refunds; and
• provide payment services.

Stripe is not currently used to process ordinary veterinary appointment payments, which are processed through Lupa and Stripe as described in section 9.

We do not normally receive or store your complete payment-card details.

13. Website — WordPress and Hostinger

Our website is built using WordPress and hosted by Hostinger.

Hostinger and other technology providers involved in operating the website may process technical information such as:

• IP address;
• browser information;
• device information;
• operating system;
• access logs;
• security information; and
• information required to deliver website content.

WordPress plugins may also process information depending on their functionality.

14. Website Enquiries and Email

We use Contact Form 7 to provide enquiry forms on our website.

When you submit an enquiry, the information you provide is processed by our website and transmitted to the Buzz Veterinary Ltd email address designated to receive website enquiries.

Our business email service is provided by Hostinger. We use Easy WP SMTP to authenticate and deliver emails generated by our website and its forms through our configured email service.

Information submitted through a website enquiry may include:

• name;
• email address;
• telephone number; and
• information you choose to provide.

We use this information to respond to your enquiry and, where appropriate, provide or arrange our veterinary services.

Contact Form 7 is not used as our client-management or veterinary clinical-record system.

Please do not include unnecessary medical, financial or other sensitive personal information in a general website enquiry.

15. Google Maps

We use Google Maps to display maps and location-related information on our website, including information relating to our service areas.

When you interact with Google Maps content, Google may process information such as:

• IP address;
• device information;
• browser information; and
• information relating to your interaction with the map.

Google Maps may use cookies and similar technologies. Where consent is required, these technologies will be controlled through our cookie-consent mechanism.

16. Google Analytics 4

We will use Google Analytics 4 (“GA4”) to understand how visitors use our website and to help us improve our website and services.

GA4 may process information such as:

• pages viewed;
• interactions with the website;
• browser and device information;
• approximate location;
• IP-related information;
• identifiers associated with cookies or similar technologies; and
• information concerning traffic sources and website events.

GA4 will be configured through our cookie-consent system.

Where consent is required, analytics technologies will not be activated unless the appropriate consent has been obtained.

17. Google Ads Conversion Tracking

We will use Google Ads conversion tracking to measure the effectiveness of our advertising.

This may allow us to understand whether someone who interacts with a Google advertisement subsequently performs an action on our website, such as:

• submitting an enquiry;
• visiting a relevant page;
• making a website purchase; or
• completing another configured conversion action.

Google advertising and measurement technologies may use cookies or similar technologies subject to applicable consent requirements.

We will configure Google Ads and associated Google tags to work with our cookie-consent system.

We will not intentionally send veterinary clinical records or consultation information to Google for advertising purposes.

18. Facebook, Instagram and Meta Pixel

We use Facebook and Instagram functionality on our website and intend to use the Meta Pixel to help measure the effectiveness of advertising and understand interactions with our website.

Depending upon the functionality used, Meta may process information such as:

• website visits;
• pages viewed;
• interactions;
• browser and device information;
• advertising or cookie identifiers;
• conversion events; and
• information used to measure advertising effectiveness.

We will not intentionally send veterinary clinical records, consultation notes, audio recordings or other veterinary clinical information to Meta for advertising purposes.

The Meta Pixel and other non-essential Meta technologies will be configured through our cookie-consent mechanism so that they do not operate where the required consent has not been obtained.

19. WhatsApp

We provide WhatsApp as an optional means of contacting us.

If you choose to contact us through WhatsApp, your communication and associated account information may be processed by WhatsApp/Meta in accordance with their own privacy terms.

We may retain information received through WhatsApp as part of our normal client communications and records where appropriate.

WhatsApp is not intended to replace our formal veterinary clinical-record system. Where information received through WhatsApp is clinically relevant, we may transfer relevant information into the appropriate client or clinical record.

20. Cookies and Similar Technologies

Our website uses cookies and similar technologies.

Some are necessary for the website to operate.

Others may be used for:

• analytics;
• advertising;
• conversion measurement;
• website functionality;
• social-media functionality;
• maps; and
• remembering visitor preferences.

We use Complianz as our cookie-consent management solution.

Where consent is required, non-essential cookies and similar technologies will only be activated after an appropriate consent choice has been made.

Our Cookie Policy provides further information about the specific cookies and technologies used.

You will be able to change or withdraw your cookie choices through our cookie-consent mechanism.

21. Website Analytics and Attribution

Our website may use analytics and attribution technologies, including functionality associated with WooCommerce and Sourcebuster JS, to understand how visitors arrive at and interact with our website and to measure website activity.

Where such technologies require consent, they will be controlled through our cookie-consent mechanism.

The specific cookies and retention periods are described in our Cookie Policy.

22. Marketing Communications

We may communicate with you about our services, Pet Plans, preventative healthcare and other relevant services.

Where consent is required for email or SMS marketing, we will obtain the appropriate consent.

You can unsubscribe from marketing communications at any time.

You can also contact: privacy@buzzmobilevet.co.uk

Stopping marketing communications will not stop necessary communications concerning:

• appointments;
• payments;
• veterinary care;
• Pet Plans;
• clinical matters; or
• other services you have requested.

23. Diagnostic Laboratory — IDEXX

We use IDEXX for external veterinary diagnostic laboratory services.

Where testing is required, we may provide IDEXX with information reasonably necessary to:

• identify your pet;
• identify the sample;
• perform the requested test;
• return results to us; and
• associate results with the correct veterinary record.

This may include relevant client, pet and clinical information.

24. Microchip Registration — HomeAgain

Where we microchip your pet, we may provide your information and your pet's information to HomeAgain / MSD Animal Health UK Limited for registration on its pet-recovery database.

This may include:

• your name;
• address;
• telephone number;
• email address;
• alternative contact information;
• your pet's details; and
• microchip number.

HomeAgain processes this information under its own privacy arrangements in connection with its pet-recovery service.

25. Cremation and Aftercare — Chestnut Lodge

Where you ask us to arrange cremation or other aftercare, we may share relevant information with Chestnut Lodge Pet Crematorium.

This may include:

• your name;
• contact details;
• your pet's name;
• identifying information;
• selected aftercare arrangements; and
• information necessary to arrange the requested service.

26. Pet Insurance Claims

Where you ask us to assist with an insurance claim, we may share relevant information with your insurer or claims administrator.

This may include:

• your contact details;
• policy information;
• claim information;
• clinical records;
• diagnoses;
• treatment information;
• invoices;
• estimates;
• laboratory results; and
• other information reasonably necessary to process the claim.

We may also receive information from insurers concerning claims.

27. Referrals and Other Veterinary Providers

We may share relevant information with:

• veterinary practices;
• referral hospitals;
• veterinary specialists;
• laboratories;
• pharmacies;
• other veterinary professionals; and
• other providers involved in your pet's care.

This may be necessary for referral, continuity of care, diagnosis, treatment or another veterinary purpose.

28. Other Organisations We May Share Information With

Depending upon the services you use, information may also be shared with:

• Lupa and its authorised sub-processors;
• Stripe;
• Revolut;
• IDEXX;
• HomeAgain;
• Chestnut Lodge Pet Crematorium;
• veterinary practices and specialists;
• insurers and claims administrators;
• professional advisers;
• accountants;
• lawyers;
• website and technology providers;
• Google;
• Meta;
• regulators;
• professional bodies;
• courts;
• police; and
• other public authorities where legally required or permitted.

We only share information where there is an appropriate lawful basis.

29. International Transfers

Some of our service providers may process or make personal information accessible outside the UK.

This may include technology providers associated with:

• Lupa;
• Google;
• Meta;
• Stripe;
• payment services;
• website infrastructure;
• IDEXX; and
• other cloud-based services.

Where personal information is transferred outside the UK, we will use an appropriate legal transfer mechanism or safeguard where required.

You may contact privacy@buzzmobilevet.co.uk for further information about relevant international transfers.

30. How Long We Keep Information

We keep personal information only for as long as reasonably necessary for the purposes for which it was collected, taking account of our legal, regulatory, professional, contractual, insurance and accounting obligations.

Our intended standard retention periods are:

Information	Intended retention
Client and veterinary clinical records	7 years from the last interaction with the practice
Laboratory results forming part of the clinical record	7 years from the last interaction
Pet Plan records	7 years after the Pet Plan ends
Insurance claim records	7 years after the claim is closed
AHC / pet-travel records	7 years from the relevant service / last interaction
Euthanasia and aftercare records	7 years from the relevant service
Financial, invoice and payment records	Generally 6 years, subject to applicable tax/accounting requirements
Website enquiries where no client relationship results	Generally 12 months after the enquiry is closed
Marketing records	For as long as reasonably necessary to demonstrate compliance, subject to periodic review
Consultation audio recordings and AI transcripts	As described in our Audio Recording and AI-Assisted Clinical Notes Notice and Consent
Clinical notes incorporating AI-assisted information	7 years from the last interaction, as part of the clinical record
Cookie-consent records	As described in our Cookie Policy and Complianz configuration

These periods are intended retention periods rather than an assertion that every record must legally be retained for exactly that period.

We may retain information for longer where reasonably necessary to:

• comply with a legal or professional obligation;
• deal with a complaint;
• establish, exercise or defend a legal claim;
• maintain continuity of veterinary care; or
• protect our legitimate interests.

Where information is no longer required, we will securely delete, anonymise or otherwise dispose of it as appropriate.

Where a third-party service provider such as Lupa processes information on our behalf, its processing and deletion arrangements are governed by our contractual arrangements with that provider.

31. Security

We take reasonable technical and organisational measures to protect personal information against:

• unauthorised access;
• accidental loss;
• misuse;
• alteration;
• unauthorised disclosure; and
• destruction.

These measures may include:

• access controls;
• passwords;
• secure cloud systems;
• appropriate user permissions;
• encryption where appropriate;
• secure payment providers;
• staff confidentiality requirements;
• device security;
• supplier due diligence; and
• data-processing agreements.

No electronic system can be guaranteed to be completely secure.

32. Your Data-Protection Rights

Depending upon the circumstances, you may have rights including:

Right of access

You can ask us for a copy of personal information we hold about you.

Right to rectification

You can ask us to correct inaccurate or incomplete information.

Right to erasure

In certain circumstances, you can ask us to delete your information.

This right is not absolute. We may need to retain information where required by law, professional obligations or another lawful reason.

Right to restriction

In certain circumstances, you can ask us to restrict processing.

Right to data portability

Where applicable, you may request certain information in a structured, commonly used and machine-readable format.

Right to object

You may object to certain processing based on legitimate interests.

You may also object to direct marketing at any time.

Rights concerning automated decision-making

You may have rights where a decision producing legal or similarly significant effects is based solely on automated processing.

We do not currently use solely automated decision-making of this kind to make veterinary decisions about clients.

Right to withdraw consent

Where processing is based on consent, you can withdraw your consent at any time.

The withdrawal of consent does not affect the lawfulness of processing carried out before consent was withdrawn.

33. Exercising Your Rights

To exercise your rights, contact: privacy@buzzmobilevet.co.uk

We may need to verify your identity before responding.

We will respond within the period required by applicable data-protection law.

34. Complaints

If you have concerns about how we use your personal information, please contact us first at complaints@buzzmobilevet.co.uk

You also have the right to complain to the Information Commissioner's Office (ICO), the UK's data-protection regulator.

35. Children's Information

Our veterinary services are normally provided to adults.

If information concerning a child or young person is provided to us in connection with an animal's care, we will only use it where there is an appropriate lawful reason.

We do not knowingly use children's information for targeted advertising.

36. Changes to This Privacy Notice

We may update this Privacy Notice to reflect:

• changes to our services;
• changes to our suppliers;
• new technology;
• changes in data-protection law;
• regulatory or professional guidance; or
• changes to how we process information.

The current version will be published on our website.

Where appropriate, significant changes will be brought to your attention.

37. Contact Us

Buzz Veterinary Ltd
Conan basepoint, 
Pine Grove Enterprise Centre, 
Pine Grove, 
Crowborough, 
TN6 1DH

https://buzzmobilevet.co.uk