Privacy policy

Last Updated: 2025-07-30

Introduction

This Privacy Policy describes the privacy practices of Eve Animal Care Ltd, trading as Hello Vet, and its affiliates and subsidiaries (“Hello Vet”, “us”, “we”, or “our”) in relation to personal information that we collect through our websites, marketing initiatives, third parties and interactions with you, in connection with providing our veterinary services (collectively referred to as the “Service” or “Services”). 

Hello Vet is the controller of your personal information under this Privacy Policy, which means we are responsible for your personal information. 

Personal Information We Collect

You may provide the following information to us:

  • Contact Information and communications. When you interact with us, including through web forms, phone, email, post or social media, we may collect your name, contact information (such as phone numbers and email address), any other information you choose to provide and the content of your communications.
  • Registration details. When you register your pet with us, you will be asked for information including your first name, last name, postal address, email,  contact number, and your pet’s details.
  • Account information. When you register and create an account on the Services, you will be asked for basic registration information, such as an email address and mobile phone number. We also collect details of how you use your account.   
  • Payment information. When you make any payments to us in connection with the Services, we collect payment information about you, such as your name, payment card information and billing information. The information you provide in connection with your payments is handled by our third-party payment processors in accordance with their terms of service and privacy policies.
  • Marketing information. When you register to receive any kind of marketing communication from us or interact with our marketing communications, we may collect your name, email address, preferences for receiving our marketing communications and details about your engagement with them.
  • Surveys and reviews. When you participate in and complete any of our surveys or when you write a review about us, we may collect your name, contact information, survey responses and the content of your review.
  • Suppliers/Partners and representatives. When you enter into a supplier/partnership agreement or relationship with us or are a representative of a supplier/partner, we may collect your name, company, job role, contact information and the content of your communications with us. 
  • Office visitors and CCTV. When you visit any of our offices, we may collect your name and details of your visit, such as the date and time. We also use CCTV and other video and image-based security systems for our security which may collect your vehicle registration number, make, and model, as well as your personal imagery. 
  • Job application. When you express interest in, or apply for a job role with us through our website or otherwise, we may collect your name, contact information, job role applied for, CV / résumé information (including education and job history), job expectations, assessment results, interview notes and any other job application related information you provide to us.  
  • Other information. We may collect other personal information which is not specifically listed here, but which we will use as described in this Privacy Policy or as otherwise disclosed at the time of collection.
Information we obtain from other sources: 
  • Referrals. We may obtain personal information about you through referrals from third party sources. For example, if you are referred as a potential candidate for a job role with us, as a representative of a business that may benefit from a partnership with us, or through websites that allow you search for veterinary services such as RCVS Find A Vet. 
  • Job related sites: We may collect personal information about you through your public profile on job boards or professional networks, such as LinkedIn and Indeed, where it is lawful to do so and if we think you may be a good fit for a job role with us.
  • Social media information: We may maintain pages on social media platforms, such as Instagram, Facebook, TikTok, Youtube, X, and LinkedIn. When you visit or interact with our pages on those platforms, you or the platforms may provide us with information through the platform.
Automatic data collection:

We and our service providers may automatically log and combine information about you, your computer or mobile device, and your interaction over time with the Services, our communications and other online services, such as:

  • Device data such as your computer’s or mobile device’s operating system type and version, manufacturer and model, browser type, screen resolution, device type (e.g., phone, tablet), IP address, device identifiers, language settings and general location information such as city, state, or geographic area.
  • Online activity data such as pages or screens you viewed, how long you spent on a page or screen, the website you visited before browsing to the Services, navigation paths between pages or screens, information about your activity on a page or screen, access times, duration of access, and whether you have opened or otherwise engage with our communications, such as our marketing emails or clicked links or files within them.

We use cookies, web beacons (e.g., pixel tags), and local and session storage technologies to collect some of this information. For more information on how we use these technologies, please visit our Cookie Policy [insert hyperlink]. 

How We Use Personal Information

We use personal information for the purposes described below or as otherwise described at the time of collection. 

  • Provide our Services. We use personal information to operate, maintain, and provide you with our Services. In particular, we will use personal information to perform our contractual obligations under our Terms and Conditions of service.
  • Communicate with you about our Services. To perform our contractual obligations, or when it is in our legitimate business interests, we use personal information to respond to your requests, provide customer support, communicate with you about our Service, including by sending announcements, surveys, reminders, updates, security alerts, and support and administrative messages
  • Improve, monitor, personalize, and protect our Services. It is in our legitimate business interests to improve and keep our Services safe for our users, which includes: (i) understanding your needs and interests, and personalizing your experience with the Services and our communications; (ii) troubleshooting, testing and research and to keep the Services secure; (iii) investigating and protecting against fraudulent, harmful, unauthorized or illegal activity; and (iv) recording customer calls for training purposes to improve our customer service and ensure high-quality support.
  • Research and development. We may use personal information for research and development purposes in our legitimate business interests, including to analyze and improve the Services and our business. As part of these activities, we may create or use aggregated, de-identified or other anonymized data from personal information we collect. We make personal information into anonymized data by removing information that makes the data personally identifiable to you. We may use this anonymized data and disclose it to third parties for our lawful business purposes, including to analyze, improve or add features to our Services, and to promote our business. 
  • Marketing and advertising.  
    • Direct Marketing. We may send you direct marketing communications we think may be of interest to you as permitted by law, including by email. You can opt-out of our marketing communications by clicking the unsubscribe link in communications we send you or by contacting us. We will only send you marketing communications if you consent to receiving these communications or if we are permitted to send these communications under law in our legitimate business interests.
    • Interest-based advertising. We engage our advertising partners, including third party advertising companies and social media companies (such as Google and Meta), to display ads around the web. These companies may use cookies and similar technologies to collect information (including the automatically-collected data described above) about your interactions over time across our Services, our communications, and other online services, and use that information to serve online ads that may interest you. We do not sell your information to third parties nor do we provide your personal details to third parties for their own marketing purposes; however, we may share limited and restricted information with our advertising and social media partners in order to better understand our own existing and potential audiences. Where required by law we will undertake such advertising activities on the basis of your consent, otherwise wWe will do so only if it is lawful and in our legitimate business interests to undertake such activities, and will seek your consent where legally required.

You are entitled to object to the above marketing uses at any time, either by writing to us at hello@hellovet.co.uk or using the opt-out features from interest-based advertising offered by some advertising partners, such as Google and Facebook. 

  • Supplier/Partner relationships. Where you are a supplier/partner or a representative of a supplier/partner, it is in our legitimate business interests to use your personal information to contact you and to manage our relationship with you and/or your company. If we have entered into a contract with you/your company, we will use your personal information as required for us to perform our contractual obligations under the relevant contract.
  • Compliance and protection. We may use personal information to comply with legal obligations, and to defend us against legal claims or disputes where it is in our legitimate business interests to do so, including to: (i) protect our, your or others’ rights, privacy, safety or property (including by making and defending legal claims); (ii) audit our internal processes for compliance with legal and contractual requirements and internal policies; (iii) enforce the terms and conditions that govern the Services; (iv) prevent, identify, investigate and deter fraudulent, harmful, unauthorized, unethical or illegal activity, including cyberattacks and identity theft; (v)comply with applicable laws, lawful requests and legal process, such as to respond to subpoenas or requests from government authorities; and (vi) maintain office visitor logs and operate CCTV for security purposes, ensuring the safety and security of our premises, employees, and visitors.
  • To assess your application for a job with us. We use the personal information you provide to us as part of your application to assess your suitability for our roles, and to determine the role that best fits your profile. It is in our legitimate business interests to do so, and we may also do so in preparation of entering into a contract with you.

How We Disclose Personal Information

We may disclose personal information to the following categories of parties:

  • Specialist Pet Service Providers. We share you and your pet’s details with third parties that provide specialist or supplemental services for your pet. These include specialist surgeons and out-of-hours hospitals as recommended by your vet, external laboratories performing tests for the benefit of your pet, and microchip companies for reunion purposes if your pet has been microchipped by us.
  • Insurance Companies. We share your pet's medical records and invoices with your pet's insurance company if they request this information in connection with a claim.
  • Affiliates. We may share your personal information with our affiliates, meaning an entity that controls, is controlled by, or is under common control with Hello Vet.
  • Service providers. We share your personal information with companies and other individuals that provide services on our behalf or help us operate the Services or our business (such as hosting, information technology, support, email delivery and website analytics services).
  • Advertising partners. Third party advertising companies, including for the interest-based advertising purposes described above.
  • Professional advisors. We share your personal information with professional advisors, such as lawyers, auditors, bankers and insurers, where necessary in the course of the professional services that they render to us.
  • Authorities and others. We share your personal information with law enforcement, government authorities and private parties, as we believe in good faith to be necessary or appropriate for the compliance and protection purposes described above.
  • Business transferees. We may share your personal information with acquirers and other relevant participants in business transactions (or negotiations for such transactions) involving a corporate divestiture, merger, consolidation, acquisition, reorganization, sale or other disposition of all or any portion of the business or assets of, or equity interests (including, in connection with a bankruptcy or similar proceedings).
  • Your instruction or permission. We share your personal information with other relevant third parties, where you give us permission to do so in the course of your relationship with us from time to time.

Retention of Personal Information

We retain personal information only for as long as is necessary to fulfil the purposes described in this Privacy Policy, including to provide the Services and where we have a legitimate business need to do so, such as where the retention is required by law or regulatory obligations (e.g. tax, legal, or accounting purposes), to enforce and prevent violations of our terms and conditions of service, or to defend against legal claims. For example, in order to comply with our professional liability insurance, we keep and securely store past clients records for seven (7) years. This includes full name, address, email address and telephone number, but excludes bank account details 

To determine the appropriate retention period for personal information, we consider the amount, nature, and sensitivity of the personal information, the potential risk of harm from unauthorized use or disclosure of personal information, the purposes for which we use personal information and whether we can achieve those purposes through other means, any permissions you give us with regards to your personal information, and the applicable legal and regulatory requirements. 

International Data Transfers

Hello Vet is located in and processes personal information in the United Kingdom. However, we have external partners and service providers based outside of the UK, which means your personal information may be processed in countries with data protection laws less stringent than or otherwise different from the laws in effect in your country.  

Where there are cross border transfers of your personal information, unless we can rely on a derogation provided under data protection law, we will ensure that relevant safeguards are in place to afford adequate protection for your personal information, and we will comply with applicable data protection laws, by relying on an adequacy decision by the UK Government, or on pre-approved contractual protections for the transfer of your personal information. For more information about how we transfer personal information internationally, please contact us. ‍

Privacy Rights and Choices

By law, you have a number of rights (subject to certain conditions and exceptions) when it comes to your personal information and can exercise any of these rights by contacting us.

  • Access to a copy of the personal information that we have collected about you and information on how we have used your personal information. 
  • Portability of your personal information (i.e. to provide personal information in a portable, machine-readable, readily usable format to you or another third party you designate).
  • Correction of personal information that is inaccurate or out of date.
  • Deletion of personal information that we no longer need to provide the Service or for other lawful purposes.
  • Objection to us processing your personal information where we rely on our legitimate business interest to do so (see above) or for any direct marketing purposes (e.g. to send you newsletters or promotional emails, or for targeted advertising purposes described above).
  • Withdraw your consent to our processing of your personal information at any time where we rely on your consent to process that personal information. This won’t affect anything we have used your personal information for before you withdraw your consent.
  • Lodge a complaint about the way we handle or process your Personal Information with a data protection regulator. In the UK, this is the Information Commissioners Office (ICO) Address: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF. Phone number: 0303 123 1113. Website: https://ico.org.uk/make-a-complaint/ 

Security

We use reasonable organizational, technical and administrative measures designed to protect against unauthorized access, misuse, loss, disclosure, alteration and destruction of personal information we maintain. Unfortunately, data transmission over the Internet cannot be guaranteed as completely secure. Therefore, while we strive to protect your personal information, we cannot guarantee the security of personal information.

Changes to this Privacy Policy

We reserve the right to modify this Privacy Policy at any time. If we make material changes to this Privacy Policy, we will notify you by updating the date of this Privacy Policy and posting it on the website, or as otherwise required by law. 

How to Contact Us

If you have any questions or comments about this Privacy Policy, our privacy practices, or if you would like to exercise your rights with respect to your personal information, please contact us by email to hello@hellovet.co.uk or by post to 3rd Floor, 1 Ashley Road, Altrincham, WA14 2DT, United Kingdom. 

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