Privacy Policy

Who we are

Cambridge Veterinary Physiotherapy (Animal Therapist Ltd), registered office address 10 Cissbury Hill, Southgate West, Crawley, West Sussex, RH11 8TJ (Registered number: 8212690). For the purposes of the General Data Protection Regulation, the data controller is Animal Therapist Ltd.

This policy (together with our Terms and Conditions which can be found on our website and any other documents referred to in them) sets out the basis on which personal date we collect from you, or that you provide to us, will be processed, used, stored and/or transferred by us. 

Personal information we will collect from you

We will collect and process the following data about you:

Personal information you give us.  You may give us information about you by filling in forms or by corresponding with us by phone, email, in person or otherwise.  This includes data you provide when you enter details on our website (for example, via our ‘Book an appointment’ or ‘Contact us’ function), when you use our services, register with us, subscribe to our services or if you report a problem with our website.  The data you give us may include your name, address, email address, telephone numbers, financial, credit card information and details about the animals owned by you or in your care, insurance details and other information so that we can provide the requested service to you.

Personal information we collect about you

With regard to each of your visits to our website we will automatically collect the following information:

·        technical information, including the Internet protocol (IP) address used to connect your computer to the Internet, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform, and geographical location;

·        analytical information about your visit, including the full Uniform Resource Locators (URL), clickstream to, through and from our website (including date and time), services and products you viewed or searched for, page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), methods used to browse away from the page, and device type.

Personal information we receive from other sources

This is information we receive about you from referring vets and other service providers.  This information may include, but is not limited to, your name, address, email address and telephone numbers, financial and credit card information, names and details about the animals owned by you or in your care, insurance details and other information so that we can provide the requested service to you. 

Cookies

Our website uses cookies to distinguish you from other users of our website. This helps us to provide you with a good experience when you browse our website and also allows us to improve our website. You can find out more about the cookies we use and change your consent.

How we use the personal information collected

We use information held about you in the following ways:

Personal information you provide to us:

We will use this information to carry out our obligations arising from any contracts entered into between you and us and to provide you with the information, products and services that you request from us.

·        to send statements and invoices to you, and collect payments from you

·        to send you notifications which you have specifically requested.

·        to inform you about changes to our service, our terms and conditions or our policies.

·        to send you our newsletter and other marketing communications relating to our business.  You can inform us at any time if you no longer require marketing communications by emailing cvp@cambridgevetphysio.com

Personal information we collect about you

We will use this information:

·        to administer our website and for internal operations, including troubleshooting, data analysis, research, testing, statistical and survey purposes;

·        to improve our website and the browsing experience to ensure that content is presented in the most effective manner for you and for your computer;

·        to enable you to use the services that are available on our website;

·        as part of our efforts to keep our website safe and secure;

Data we receive from other sources

We will sometimes combine the data we receive from other sources with the data you give to us.  We will use this combined data for the purposes as outlined above.

Legal basis for processing your personal data

We will process your personal data in order to fulfil the contract between us and to enable us to provide the services that you have requested.

We may process your data after obtaining your consent to do so for us to send you marketing communications, inviting you to upcoming events and courses and keeping you informed of news and changes within the Practice. 

When we rely on our legitimate interests to collect and process and use your personal data, we will give careful consideration to your rights and interests to ensure we do not infringe upon your fundamental rights and freedoms.   We may continue only if we decide that your interests, rights, and freedoms do not override our legitimate interests. 

How long will we keep your personal data?

We will keep your personal data:

·        in accordance with the requirements and recommendations of HM Revenue and Customs

·        in accordance with the requirements and recommendations of RAMP &/or NAVP.

·        or as necessary for us to provide our services to you and completing any contract with you

Disclosure of your information

You agree that we have the right to share your personal data with selected third parties including:

·        business partners, referring veterinary surgeons, your insurance company, suppliers and sub-contractors who act on our behalf for the performance of any contract we enter into with you or for the purpose of communicating with you

·        analytics and search engine providers that assist us in the improvement and optimisation of our website.

We may disclose your personal information to third parties:

·        If we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our terms of use and other agreements; or to protect the rights, property, or safety of Cambridge Veterinary Physiotherapy (Animal Therapist Ltd), our customers, or others.  This includes exchanging information with other companies and organisations for the purpose of fraud protection and credit risk reduction.

·        You further acknowledge that any emails sent to a Cambridge Veterinary Physiotherapy (Animal Therapist Ltd) owned email address may be subject to monitoring either by us or by a third party service provider engaged by us to provide email services.

Where we store your personal data

The data that we collect from you may be transferred to, and stored at, a destination outside the European Economic Area (“EEA”).  By submitting your personal data, you agree to this transfer, storing and processing.  We will take all reasonable steps necessary to ensure that your data is treated securely and in accordance with this privacy policy. 

All information you provide to us is stored on our secure servers. 

Unfortunately, the transmission of information via the internet is not completely secure.  Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our website.  Any transmission is at your own risk. 

Your rights

Under the GDPR, you have the following rights:

The right of access

You have the right to obtain access to your personal data (commonly referred to as ‘subject access request’) free of charge.  This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.  However, if your request is manifestly unfounded or excessive we may charge a reasonable fee for the administrative costs.  We will provide your data within one month of receipt of your request, unless the request is complex or multiple requests have been made.   In this instance we will respond to you within one month advising why an extension is necessary.

The right to rectification

You have the right to have your personal data rectified if it is inaccurate or incomplete.  We will respond to your request for rectification within one month of receipt.  If we refuse to rectify your personal data, we will write to you to explain why.

The right to erasure

Also known as ‘the right to be forgotten’.   This enables you to request the deletion or removal of your personal data.  The right is not absolute and only applies in certain circumstances.

You have the right to have your personal data removed if:

·        the personal data is no longer necessary for the purpose it was originally collected;

·        you withdraw consent;

·        you object to the processing of your personal data, and there is no overriding legitimate interest to continue this processing;

·        the personal data is being processed for direct marketing purposes and you object to that processing;

·        the personal data was unlawfully processed;

·        the personal data has to be erased to comply with a legal obligation; or

·        the personal data is processed in relation to the offer of information society services to a child.

If the processing of personal data is necessary for one of the following reasons, then the right to erasure does not apply:

·        to exercise the right of freedom of expression and information;

·        to comply with certain legal obligations;

·        for public health purposes; or

·        for the establishment, exercise or defence of legal claims.

The right to restrict processing

You have the right to restrict the processing of your personal data in the following circumstances:

·        If you contest the accuracy of the personal data held and require verification of the data’s accuracy. 

·        the data has been unlawfully processed but you do not want the data erased

·        Where you require us to hold the data, even though we no longer need it, as you need it in order to establish, exercise or defend a legal claim; or

·        Where you have objected to us processing your data and we are considering whether we have overriding legitimate grounds to use it.

The right to data portability

You have the right to obtain and reuse your personal data for your own purposes across different services.  It allows you to move, copy or transfer your personal data easily from one IT environment to another in a safe and secure way, without affecting its usability.  This right only applies to automated information. 

The right to object to processing

You have the right to object to processing for direct marketing (which we do only with your consent) and also to processing which is carried out for the purposes of our legitimate interests.

The right to lodge a complaint

You have the right to lodge a complaint about the way we handle or process your personal date with the Information Commissioner’s Office. 

The right to withdraw consent

If you have given your consent to anything we do with your personal data, you have the right to withdraw consent at any time.  However, this will not affect the lawfulness of any processing carried out before you withdraw your consent.

If you withdraw your consent or fail to provide personal data we may not be able to provide certain services to you.  We are happy to discuss any concerns you may have.

Changes to our privacy policy

We may amend or make changes to our privacy policy from time to time.  Please view our privacy policy on our website to ensure you understand the terms that apply at that time. 

Contact

If you have any questions, comments and requests regarding this privacy policy, please address these to cvp@cambridgevcetphysio.com.  If you no longer wish to receive certain communications from us, please let us know by contacting cvp@cambridgevcetphysio.com. 

Cambridge Veterinary Physiotherapy (Animal Therapist Ltd) Terms and Conditions  

These terms shall apply to all Veterinary Physiotherapy sessions. 

1.      Owner status 

1.1.    I am the owner (or I have permission from the owner(s) of the animal(s) under my care (the “Animal”) that is to be subject to care by the veterinary physiotherapist (the “VP”)) for Veterinary Physiotherapy. 

1.2.    The information provided regarding the Animal’s (or Animals’) historic & current health is complete & correct to the best of my knowledge. 

2.      What is involved 

2.1.    A Veterinary Physiotherapy assessment involves a visual assessment of the Animal(s) at a standstill, and if appropriate moving in a in a straight line or circle, at different speeds, species-specific neurological tests and functional tasks such as sitting down, backing up, lunging, or riding. 

2.2.    This is followed by palpation to assess the musculoskeletal state, along with joint mobility.  

2.3.    If the VP finds an undiagnosed issue, the veterinary physiotherapy session (the “Session”) may not proceed. The findings will be carried out in accordance with the VP’s training and qualifications, which may include the use of Electro Physical Agent (“EPA”) such as low-level laser therapy, H-wave, etc.  

2.4.    Not all cases will require the use of EPAs. This is at the discretion of the VP and in some cases, may be contra-indicated.  

3.      Maintenance/competition care 

3.1.    If physiotherapy is for maintenance/competition care, you hereby declare that the Animal(s) is fit and healthy and that the Animal(s) is registered with the veterinary practice disclosed to us. 

3.2.    You agree that veterinary delegation is not required for maintenance/competition physiotherapy care. However, if the VP finds an undiagnosed issue, the Animal(s) may be referred to the relevant veterinarian.   

4.      Remedial Care 

4.1.    If the Animal(s) is currently having veterinary treatment for a condition, veterinary physiotherapy care by the VP may not proceed without veterinary consent in accordance with the Veterinary Surgeons Act 1966.  

4.2.    This must be disclosed to the VP by you prior to the appointment date with either a veterinary consent form completed by the relevant veterinarian either by email sent to cvp@cambridgevetphysio.com or verbal consent from the relevant veterinarian with the VP. 

4.3.    You hereby give permission for the VP to discuss physiotherapy care and/or remedial exercise of the Animal(s), with the Animal’s (or Animals’) carers, trainers, veterinary surgeons, or other paraprofessionals. 

4.4.    You agree that the VP may refer the Animal(s) back to the registered veterinarian(s) with or without your permission in accordance with the Veterinary Surgeons Act 1966 (as amended) and all other applicable laws.  

5.      Risk factors  

5.1.    You confirm that you are competent to handle the Animal(s) or have made arrangements for a competent handler to be present. 

5.2.    You agree that Animals are a risk to health and attend any Sessions at your own risk.  

5.3.    You agree that a risk assessment will be carried out and steps will be taken to reduce hazards during the assessment and physiotherapy session. You may be asked to adhere to certain safety procedures in accordance with the risk assessment and hereby acknowledge and agree to adhere to such procedures. 

5.4.    In some rare cases, there may be side-effects after a physiotherapy session, such as altered gait patterns or an allergic reaction. If this occurs, then your registered veterinarian should be contacted for advice.  

5.5.    You shall ensure that no unattended children or loose animals shall be present during the Veterinary Physiotherapy session, as well as any lessons, lectures, or demonstration given by the VP in the course of the Session. 

6.      Value of Animal 

6.1.    If an Animal is valued over £1 million you must declare this before booking the appointment.  

7.      Fees and cancellation 

7.1.    Our standard fee rates can be found at www.cambridgevetphysio.com

7.2.    Please refer to Parts B and C (as applicable) of these Terms and Conditions for details on the terms of payment.    

7.3.    If you are a consumer and you have booked a Session either online or by telephone and more than 14 days in advance of the session, you may cancel the Animal’s (or Animals’) Session(s) at any time within the 14-day period immediately following confirmation of your booking (the “Cooling Off Period”). Should you decide to cancel within this period, you will be issued with a full refund of any sums you have already paid. If you cancel your booking after this period, you shall be liable for the full fees of your booking. All requests to cancel your course booking must be sent in writing to cvp@cambridgevetphysio.com. 

7.4.    You will not be entitled to a Cooling Off Period if you book a Session either face-to-face or on our premises.  

7.5.    We may cancel or vary any Session at any time in the following circumstances: 

7.5.1.the VP and/or materials necessary for the session are not available;  

7.5.2.an event outside of our reasonable control continues for more than 24 hours; or 

7.5.3.we find that you are not a ‘Consumer’ as defined by the Consumer Rights Act 2015. 

7.5.3.1.  If we cancel a Session in any of the above circumstances, any sums we have received from you will be put towards a rearranged Session. If a Session cancelled under this clause cannot be rearranged, we will refund you in full any sums that you have paid to us for that Session but will have no further liability to you in respect of such cancellation.  

7.6.   We reserve the right to cancel or vary any Session and/or amend our fees and will accept no liability if this happens at least 2 weeks before the date of the Session.

7.7.    If the Session exclusively concerns veterinary physiotherapy care, if four or more animals are seen at the same venue, on the same day a discount may be applied at our absolute discretion. 

7.8.    If requested by you as the registered Owner/Trainer, report writing will be £30.00 per report. 

8.      Payment 

8.1.    Payment terms for the Sessions will be agreed with the VP. In most circumstances you will be asked to pay the fees in full either at the time of booking the Session or on the day of the Session. 

8.2.    You may elect (with the VP’s agreement) to pay the fees following the Session and the issuance of an invoice to you for the Session. 

8.3.    Should you elect to be invoiced in accordance with clause 8.2 above, you must pay any invoices in full within 30 days of the date of the relevant invoice. 

8.4.    You agree that applicable charges for the late payment of invoices may be applied in accordance with the Late Payment of Commercial Debts (Interest) Act 1998. 

9.      Transfer of these Terms and Conditions to another organisation 

9.1.    We may assign or otherwise transfer our rights and obligations under these Terms and Conditions to another organisation. 

10.   GDPR 

10.1. Your personal data shall be used by us in accordance with our Privacy Policy, a copy of which can be found here: https://www.cambridgevetphysio.com/privacy-policy.

10.2. This data will be used to identify the Animal(s), the Animal’s (or Animals’) owner and for communication purposes in connection with any care being provided. 

10.3. Personal data will be stored and exchanged electronically or by hardcopy at our business address(es).  

11.   Communication 

11.1. You hereby agree to the VP discussing physiotherapy care of the Animal(s) listed with the Animal’s (or Animals’) carers, veterinary surgeons or other para-professionals and agree that the VP may refer your Animal(s) back to the Veterinary Surgeon without your permission in accordance with the Veterinary Surgeons Act 1966 or The Animal Welfare (Licensing of Activities Involving Animals) (England) Regulations 2018. 

12.   Zero Abuse 

12.1. We operate a zero-abuse policy which will result in termination of services with immediate effect. Any offensive or abusive behaviour towards our VPs, representatives or other parties associated with the care of the Animal(s) may result in the immediate termination of our services. 

13.   Colleagues 

13.1. We may have colleagues/students accompanying us for training, who will be subject to the same confidentiality obligations as the VP. If you do not consent to this, please inform us by email at cvp@cambridgevetphysio.com prior to the day of the appointment.  

14.   Liability 

14.1. Notwithstanding any other provisions of these Terms and Conditions, we do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors and for fraud or fraudulent misrepresentation. 

14.2. Our liability for losses arising from our negligence, breach of contract or otherwise will be limited to the full amount paid by you for the Animal’s particular Session. 

15.   Events outside of our control 

15.1. If a Session is delayed by an event outside of our control, we will notify you as soon as possible and do what we can to reduce the delay. As long as we do this, we will not compensate you for the delay, but you can contact cvp@cambridgevetphysio.com to end the contract governed by these Terms.  

16.   Change in the scope of the Sessions to comply with the law 

16.1. We may at any time change the scope of any or all of our Sessions in order to comply with any applicable laws, policies or regulations as may be in force from time to time.   

17.   If a court invalidates some of these Terms 

17.1. If a court or other authority decides that some or part of these Terms are unlawful, the rest will continue to apply. 

18.   Even if we delay in enforcing these Terms, we can still enforce them later 

18.1. We might not immediately chase you for not doing something (like paying) or for doing something you are not allowed to do, but that does not mean that we cannot do it later. 

19.   Governing law and jurisdiction 

19.1. These Terms, their subject matter and their formation are governed by English law. You agree that the courts of England and Wales shall have exclusive jurisdiction over any disputes whatsoever in relation to these terms. 

20.   Media Release 

20.1. We may request that photographs and/or videos be taken of you or your Animal(s) and used for marketing, social media and/or educational purposes on our website and social media platforms. If you agree, we may distribute and reproduce any photos and videos for the following purposes: portfolio showcase, advertising, marketing, branding, educational, digital promotions, internet videos, online courses, media, other commercial or non-commercial purposes, and for your details to be passed to third parties such as, but not limited to, marketing agencies or other agent working on our behalf or contracted by us for the purposes listed in this section 20.  

20.2. You agree that all photos and videos taken and shared in accordance with this section 20 are copyrighted by us and that you will not receive any monetary compensation.  

20.3. You may withdraw your consent to the use of such photos and videos in accordance with this section 20 at any time by notifying us of your withdrawal of consent. 

21.   Applicable laws 

21.1. The Sessions shall be conducted in accordance with all applicable laws and these Terms. You may at any time request a copy of these Terms for your records. 

22.   Owner status 

22.1. I, the owner of the Animal(s), the manager of the premises to which the Animal(s) is registered, or the Animal’s (or Animals’) trainer, hereby give consent for physiotherapy care to be administered to the Animal(s) in my absence in accordance with all applicable laws and these Terms.