Paws Over the Rainbow Ltd (hereafter referred to as Paws Over the Rainbow) takes the privacy of our clients very seriously. We are strongly committed to protecting your privacy and every reasonable effort is taken to ensure that your information is kept secure and intact.

Paws Over the Rainbow collects, uses and is responsible for certain personal information about you. We ask that you read this privacy notice carefully as it tells you who we are, how we collect your personal data, how we store it, how we use it, how we keep it safe, your rights in relation to your own personal information, and how to contact us or the Supervisory Authority if you have a complaint.

If we ask you to provide information by which you can be identified, the information will only be used in accordance with this privacy statement, in line with current data protection laws, including the UK Data Protection Act (DPA), General Data Protection Regulation (GDPR) and Privacy and Electronic Communications Regulations (PECR). We are committed to
complying with this Privacy Policy and data protection laws, including those outside the UK and EEA, that apply to our collection and use of your personal information.

The terms of this policy may change, so please check it from time to time. This version was published in July 2026 and supersedes all previous versions.

Who we are

This is the privacy statement for Paws Over the Rainbow, an RCVS registered, at-home euthanisia veterinary service. Our registered address is 9a Leicester Road, Blaby, Leicester, England, LE8 4GR.

We comply with current requirements to notify our data processing activities to the Information Commissioner’s Office and are registered under registration reference ZB757381

Keeping your personal information secure

We have appropriate security measures in place to prevent personal information from being accidentally lost, used or accessed in an unauthorised way. Your information will be held in a secure environment, and access to it will be restricted to those who have a genuine business need to know it. Those processing your information will do so only in an authorised manner and are subject to a duty of confidentiality.

To prevent unauthorised access or disclosure we have put in place suitable physical, electronic and managerial procedures to safeguard and protect the information we collect online. We use state of the art technology for processing and storing data, and data transfers, including encryption and access control. Your personal data is processed with confidentiality and integrity.

We also have procedures in place to deal with any suspected data security breach. We will notify you and any applicable regulator of a suspected data security breach where we are legally required to do so.

This Privacy Notice provides important information in the following areas:
What we collect about you:

We process the personal data of our clients. We only collect personal information that is relevant to the interaction you have with us, which includes:

• Contact data: individual’s name, telephone number (landline and/or mobile); the telephone number from which you contacted us; your email address; home address.
• Client data: your contact details, your pet’s name, age, breed, and its medical details.
• Recordings: we may record and store telephone calls you make to us, or which we make to you, including date and time of call.
• Special category data: special category data are certain categories of personal data that are particularly sensitive and require particular care, such as health data, race, religious beliefs and so on. We do not collect special category data unless there is a clear reason for doing so. We will always ask for your permission to store and process special category information, it will always be held securely, and only individuals with a business need to access and process that information will be able to do so.
• Technical data: we collect information from your computer and about your visits to and use of this website. This includes collecting unique online identifiers such as IP addresses, which are numbers that uniquely identify a specific computer or other device on the internet.
• General data: any other personal information you may have given us when discussing your needs or submitted in writing, which may include sensitive personal data.

Where do we collect your personal data?

Much of the data we hold about you will be data you share with us via our website, on email, telephone calls, text messages or whatsapp.

However, we may also collect data about you from the following sources:

• Third parties: from a third party who has provided your details in order that we may assist you and your pet, for example the vet practice your pet is registered with. We use virtual assistants from Virtual Apex Ltd and trusted locum Vets, to support our day to day operations and you may speak to them when contacting us and using our service.
• Devices: automatically from the devices you use, including telephone numbers collected automatically by our telephone systems.
• Social media: information you may make available via social media.

How we use your personal data

We shall always respect your privacy. In certain territories, we are required to have a legal basis for processing your personal data.

Where we need to collect personal data by law and 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 services). If this happens, we may have to cancel, or be unable to provide, any services you have requested.

We process your data for the following purposes, and under the following legal grounds:

Purpose	Type of data	Legal Basis for Processing
Delivery of veterinary services.	Contact details, your pet’s information and the vet practice you are registered with. Clinical notes of the appointment.	The processing is necessary to meet contractual obligations into which you have entered as a client. In other words, we use your personal information to fulfill the services you have asked us to provide.
To send you a condolence message	Contact details	For our legitimate business interests. We have conducted legitimate interest assessments, considering the nature and impact to you of the processing, and any relevant safeguards we can put in place to ensure that our interests and those of our clients are balanced.
To keep you informed and updated on relevant services and information in which you may be interested, excluding electronic channels and if you have not opted out of receiving these communications	Contact details and any information relating to personalisation preferences.
Maintenance of suppression files.	Contact details
To use various IT applications to manage personal data, such as back up data and restores, IT support for hardware, software and applications to enable Paws Over The Rainbow to fulfil its obligations to its clients, and for its own administration purposes, including management of tasks and communications.	Contact details, communications, payment history, bank details, and any information relating to personalisation status.
To maintain your contact preferences.	Contact details and contact preferences.
To administer and protect our website (including troubleshooting, data analysis, testing, system maintenance support, reporting and hosting of data) and ensure its content is presented in the most effective manner for you and your devices	Essential cookies and similar online identifiers.
To retain basic transaction details for the purpose of accounting audits and tax reporting.	Contact details and transaction history.	To comply with a legal or regulatory obligation
Where we have a legal right or duty to disclose your information (for example, in relation to an investigation by a public authority or in a legal dispute)	Contact details, communications and transaction history.
To contact your insurance company on your behalf	Information relating to your pet, its health conditions and clinical notes from the appointment	Where you give us your explicit consent to do so. You have the right to withdraw your consent at any time by contacting us.
Collect photo and video testimonials for our website and social media.	Photo and/or video recorded received by client or staff member with their comments on service.

With whom we share your personal data

Paws Over the Rainbow does not sell, share or give any personal data to external companies for the marketing purposes of those companies. We use freelance staff to support the running of our service including virtual assistants and locum Vets who we ask to communicate with you on our behalf. All freelance staff have completed a zero hours contract with strict confidentiality and third party data sharing agreement. We also work with
Heighton Bookkeeping and Brooks Accountants to ensure we are financially compliant and have third party data sharing agreements in place with them.

We shall keep your personal data within Paws Over the Rainbow and our trusted third-party staff except where disclosure is required by law, for example to government bodies and law enforcement agencies.

We may transfer your data to the following third parties who act under our instructions. We ensure that the data processing is supported by a written contract and that your data is treated confidentially and securely, and in accordance with data protection legislation. Our contract with them will not allow them to use your information for anything other than the fulfilment of our contract with you if:

• They provide services on behalf of Paws Over the Rainbow, for example freelance staff providing veterinary support, administrative, processing, development, analytical or other services to help us provide our service. Our contract with them will not allow them to use your information for anything other than the fulfilment of our contract with you. We use freelance virtual assistants from Virtual Apex Ltd, and our locum vets are
• all self employed.
• They support Paws Over the Rainbow with financial compliance. We work with Heighton Bookkeeping and Brooks Accountants to do this.
• Your registered vet practice to share clinical notes of the appointment.
• The crematorium your pet will be taken to if you choose to have them cremated. We work alongside Kings Hill to provide this service.
• Your insurance company if asked to complete an insurance claim by you or the company.
• We have asked you and been given your consent.
• We transfer rights or obligations of our contract with you.
• We are required or permitted to do so by law or regulation.

Data transfers

Your personal data may be stored, processed, and transferred outside the United Kingdom (UK) so that we can use your personal data as described in this policy. Where this is the case, we will make sure that any transfers of your personal information from one country to another comply with those data protection and privacy laws which apply to us.

We will only transfer your personal data to countries that have been deemed to provide an “adequate” level of protection for personal data by the UK and/or the European Commission.

Where we use service providers based outside the UK and EEA, we may use specific contract clauses approved for use in the UK and EEA which give personal data the same protection it has in the UK and EEA

How long we keep your personal data

All personal data will be held in accordance with our company retention and deletion policy. We only keep your personal information for as long as we need to, so that we can use it for the reasons described above. We may retain your personal data for a longer period in the event of a complaint or if we reasonably believe there is a prospect of litigation in respect to our relationship with you.

To determine the appropriate retention period for personal data, we consider the amount, nature and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data
and whether we can achieve those purposes through other means, and the applicable legal, regulatory, tax, accounting or other requirement. By law we have to keep basic information about our clients and their pets for seven years after they cease being clients for tax purposes and to ensure we are RCVS compliant.

Your rights and control over your personal data

Under the General Data Protection Regulation and the DPA 2018, you have a number of rights over your personal data. These include:

• Right to know: the right to be informed about what data we collect, the purposes for processing your data, how long we will keep it, and with whom it will be shared. This Privacy Policy has been designed to meet that right.
• Right of access: you have the right at any time to ask us (by making a subject access request) what personal information we hold about you, how we are using it, with whom we are sharing it, and where we obtained your personal data. You may also request a copy of the personal information we hold about you. To protect your privacy and security we may need to verify your identity before disclosing or deleting your data.
• Right to correct: the accuracy of your personal data is important to us. You can ask us to rectify/update your personal data, including your address and contact details at any time, and we shall do so promptly at your request. You may also request that we restrict processing if this is justified. Proof of identity may be required in some circumstances.
• Right to erasure: in some instances, you have the right to request that we delete your personal data. If the request is valid, we shall do so promptly. We may need to verify your identify before deleting your data.
• Right to object: you have the right to ‘block’ or suppress processing of your personal data. You have the right to opt out of marketing promotions at any time. For example, every promotional email we send you contains a link which you may click to unsubscribe. When you make such a request, we shall retain just enough of your personal data to ensure that the restriction is respected in the future. You also have the right to object to decisions being taken by automated means (known as profiling) which product legal or similar effects concerning you.
• Right to withdraw consent: where our processing of your personal data is based on your consent, you have the right to withdraw that consent at any time.
• Right to portability: you have the right to receive personal data which you have provided to us, in a structured, commonly used and machine-readable format, and the right to transmit that data to a third party in certain situations.

If you wish to exercise any of your rights, or to request details of personal information which we hold about you or have any questions about this privacy notice or the information we hold about you please contact:

Privacy Officer
Paws Over the Rainbow
9a Leicester Road
Blaby
Leicester
LE8 4GR
info@pawsovertherainbow.co.uk

Contacting the Data Protection Regulator

If you are not satisfied with our response or believe we are not processing your personal data in accordance with the law you have the right to make a compliant to the data protection regulator. If you are unhappy with our response you may lodge a complaint with the Information Commissioner’s Office.

Data Protection Team
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire SK9 5AF
www.ico.org.uk
Tel: +44 (0) 1625 545 745

Changes to this privacy notice

We may change this privacy notice from time to time. When we do so, we shall inform you via our website.