Privacy policy

This privacy policy explains how Imi’s Pet Care handles personal information from website visitors, people who make an enquiry, clients, pet owners, emergency contacts and anyone who leaves a review.

It applies to information collected through this website, enquiry forms, care forms, messages, emails, calls, meet-and-greets and booking administration.

We may collect your name, contact details, address or general location, preferred contact method, requested services, dates, prices quoted, booking notes and messages you send us.

For safe pet care, we may also collect pet names, routines, feeding instructions, behaviour notes, medical or medication information, vet details, emergency contact details, home access instructions, key, alarm, parking and security notes.

If you choose to leave a review or upload images, we may collect the review text, rating, display name and any photos you provide.

We use your information to reply to enquiries, check availability, prepare quotes, arrange meet-and-greets, provide pet care, keep pets safe, give care updates, manage bookings, keep appropriate records and improve the service.

We may use urgent care, vet, behaviour, medication, access or emergency contact information if it is needed to protect a pet, a person or a home during a booking.

We use contract and steps requested before a contract for enquiries, quotations, bookings and service administration. We use legal obligation where records are required by tax, accounting or other applicable law.

We use legitimate interests for proportionate business administration, security, fraud prevention, complaints and establishing, exercising or defending legal claims. We consider necessity, proportionality and the rights of the people affected before relying on this basis.

Where we ask to use a review, testimonial, photo or image publicly, we will rely on your consent. You can withdraw that consent at any time by contacting us.

Marketing is sent only where the applicable consent and electronic-marketing rules permit it. Transactional enquiry and service messages are not treated as marketing.

Photos and updates may be shared privately with you during a booking. Public use of reviews, testimonials or identifiable images is optional.

Please only upload or send images you are happy for us to receive, and avoid including anything private in the background where possible.

We do not sell your personal information. We only share information where it is necessary to provide the service, protect welfare, run the website or meet legal obligations.

This may include a vet, your emergency contact, carefully chosen website, email or booking service providers, and professional or legal advisers if needed.

Unsuccessful enquiries are retained for 12 months after last contact. Active client and service records are retained for the active relationship and afterwards where reasonably necessary for contractual, incident, complaint or legal-claim purposes.

Tax, invoice and payment records are retained at least 5 years after the 31 january self assessment submission deadline for the relevant tax year, or longer where legally required. Records may be kept longer where an active complaint, claim, legal hold or other legal requirement makes that necessary.

Keys, alarm details and access codes are removed promptly when no longer required. Retention arrangements are reviewed when the purposes for keeping information, legal duties or service providers change.

We treat pet care, home access and contact information as confidential. We take sensible steps to keep records secure, limit access and avoid sharing more information than is needed.

No online system can be guaranteed completely secure, so please avoid sending unnecessary sensitive details through general messages.

Administrator and client portals use essential session cookies. The public enquiry basket uses browser storage so choices remain on the same device; neither action confirms a booking.

The website may use a security service to protect public forms from abuse. No advertising cookies are used. If optional analytics or other non-essential technologies are introduced, this notice and any consent choices will be updated first.

You can ask to see, correct, update, delete or restrict the personal information we hold about you, where the law allows. You can also object to certain uses of your information or withdraw consent where consent is being used.

If you are unhappy with how your information is handled, you can contact us first so we can try to put it right. You also have the right to complain to the Information Commissioner's Office at ico.org.uk.

For privacy questions or requests, please contact Imi’s Pet Care using the details on the enquiry page, by email at hello@imispetcare.co.uk, or by phone on 07570 691974.

This policy should be reviewed whenever the website, booking process or third-party tools change.