Privacy Policy

Information may include your name, address, telephone number, email address, booking details, emergency contacts, home-access information, pet-care instructions, veterinary details, pet-insurance information, communications, visit records, photographs, video and information contained in your pet’s Personal Care Profile.

Pet Nanny will only ask for information that is reasonably necessary to provide and manage the service.

Information may be provided through the website, email, telephone, messaging services, the meet and greet, your pet’s Personal Care Profile, later updates from you, or records created while providing care.

Website enquiry-form submissions are sent by email to info@petnanny.uk. The website does not intentionally store those submissions in a separate website database. IONOS provides the website hosting and email infrastructure used to transmit and receive the enquiry.

Information may be used to respond to enquiries, assess suitability, arrange and provide care, communicate with you, follow agreed routines, manage emergencies, contact veterinary or other appropriate professionals, maintain business records, process payments, handle complaints and meet legal or insurance obligations.

Depending on the circumstances, information may be used because it is necessary to take steps before entering a contract, perform a contract, comply with a legal obligation, protect vital interests, pursue legitimate interests or because consent has been given.

For personal safety when attending unfamiliar properties alone, Pet Nanny may share limited appointment information with a trusted safety contact. This may include your name, property address, appointment time and expected finish time.

Information shared for this purpose will be limited to what is reasonably necessary and will not include access codes, detailed Personal Care Profile information or other unnecessary personal details.

Profiles may contain detailed information about pets, routines, medication, veterinary arrangements, emergency contacts, home access and agreed property-care instructions. These records are used to provide safe, consistent and personalised care. Please keep the information accurate and tell Pet Nanny when relevant details change.

Pet Nanny may take photographs or short videos during visits to provide updates, record relevant observations or document an incident. Routine update images will normally be retained for up to 30 days after the booking and then securely deleted. Images connected with an accident, illness, complaint, insurance matter, property concern or legal issue may be retained for longer where reasonably necessary.

Images will not be used publicly for advertising, social media or promotional purposes without separate permission.

Nina may use a visible body-worn camera during visits for personal safety, safeguarding and accurate record-keeping. Recording will not be covert. Audio will normally be disabled unless there is a clear and lawful reason to use it.

Routine footage will normally be retained for up to 30 days. Footage connected with an incident, complaint, insurance matter, legal issue or safeguarding concern may be retained for longer where reasonably necessary. Access will be restricted and footage will not be shared publicly or used for promotional purposes.

Please tell Pet Nanny about CCTV, video doorbells, indoor cameras or other recording devices that may operate during visits. Any recording must be used lawfully and must not be positioned in areas where privacy would reasonably be expected.

Records may be stored in secure cloud services, password-protected devices and locked physical storage. Reasonable measures may include strong passwords, multi-factor authentication, device encryption, automatic screen locking, restricted access and secure disposal. Keys and access information will be handled separately and securely where reasonably practicable.

• unsuccessful enquiries: normally up to 12 months;
• active and former client Personal Care Profiles, booking records, signed agreements and relevant communications: up to six years after the relationship or final booking ends;
• financial and tax records: for the period required by law;
• routine update photographs and routine body-worn video: normally up to 30 days after the booking;
• incident, complaint, insurance or legal records: for as long as reasonably necessary;
• marketing and Priority List information: until you unsubscribe, withdraw consent or it is no longer required.

Information may be shared only where reasonably necessary with veterinary practices, emergency contacts, insurers, legal or professional advisers, payment or technology providers, emergency services, regulators or other appropriate professionals. Pet Nanny does not sell personal information.

Marketing messages and Priority List updates will only be sent where there is a lawful basis to do so. You can ask to stop receiving them at any time.

Depending on the circumstances, you may have rights to request access, correction, deletion or restriction, object to certain uses, withdraw consent and request transfer of information. Some rights are subject to legal exceptions.

Please contact Pet Nanny first so any concern can be considered and resolved where possible. You also have the right to complain to the Information Commissioner’s Office if you believe your information has been handled unlawfully.

If you provide information about an emergency contact, household member or another person, please make sure you are entitled to provide it and that they understand it may be used for the purposes described in this notice.

Pet Nanny services are intended to be arranged by adults. Please do not provide unnecessary personal information about children.

The website may use essential cookies or third-party services required for normal operation. If analytics, advertising or optional tracking tools are added, this notice and any cookie information will be updated as required.

This notice may be updated when services, systems or legal requirements change. The current version and effective date will be published on this website.

For privacy questions, requests or concerns, email info@petnanny.uk or use the website enquiry form.