Privacy policy.

When you register with Firefly Integrative Care Ltd, request treatment for your animal, contact Firefly Integrative Care Ltd by email, telephone, or in writing we will collect and process personal information (“Personal Information”) about you. 

We understand the importance of looking after the Personal Information that you provide and this notice (“Privacy Notice”) sets out what Personal Information we collect, why we need to collect it,  how we will use it, and how long we will store it for. 

How we will use your personal information 
We will process your Personal Information insofar as it is necessary for the performance of our contract with you to provide veterinary services. This will involve using your Personal Information to provide you with our products and services and to send you information related to the services we provide to you including appointment reminders (“Service Communications”). You can choose how you would like to receive these communications by post, email or SMS. Please talk to one of our members of staff if you would like to change how you receive Service Communications. 

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What Information We Collect

We may collect the following types of personal data:

  • Your name and contact information (e.g. email address, phone number, home address)

  • Your pet’s details (e.g. name, species, age, medical history)

  • Information submitted via contact forms, referral forms, or booking systems - so that we can register you and provide service as requested.

  • Any communication you send us via email, phone, or messaging platforms

  • Bank, debit, or credit card details – so that we can receive payment for the services we provide if applicable.  

  • Insurance policy number – so that we can communicate with your animal insurance provider if applicable. 

Please remember to let the Practice know if any of the above information changes as soon as possible so that we have up-to-date records. Our staff will ask you to confirm your records are up to date on a regular basis.



Data retention 
We will keep your Personal Information for as long as you are a client of Firefly Integrative Care Ltd and thereafter for as long as any legal claim may be made against Firefly Integrative Care Ltd and for as long as is required to comply with our legal and regulatory requirements including to the HMRC and RCVS. 

Sharing your information 
We are required to share your Personal Information in certain circumstances to ensure that we are able to provide you with services, obtain payment or correspond with your insurance provider. In each case, we will only share the data necessary for the purpose and it will only be in relation to the specified purpose. Each third party is required to have in place comparable data security measures and to be fully compliant with the terms of the General Data Protection Regulations.

Who do we share information with and why 

With your primary veterinary practice (for collaborative treatment)
When we request an animal's history from a primary vet practice, we need to share relevant information to obtain this history and provide updates about your animal’s ongoing care with Us. 

With relevant third-party services (e.g. cremation providers or orthotics manufacturers) - So that we can arrange tests, treatments, and services and obtain results on your behalf. 

​With your insurer - Ao that we can provide relevant information, to assist a claim on your behalf. 

With Banks and payment service providers - So that we can deal with payments for the appointments and services provided. To make refunds.

​With Debt collection agencies - If you fall behind with payments for the services we provide, we may engage a debt collection agency to recover the debt on our behalf. 

With ​Email providers and digital records services - So that we can send you reminders, administrative information relating to the way we provide services to you, information about animal health issues relevant to you, and marketing communications if you have consented to receive them.

With Law enforcement agencies - If we receive a request in writing from a law enforcement agency, we may be required to provide your personal information. 

​Save as set out above, we will not sell, lease or transfer your personal information to any other person or company without your prior consent. 

C​ookies & Website Analytics
Our website may use basic cookies or analytics tools to help us understand website traffic and improve the user experience. These do not collect personal or identifying information unless you submit a form.

Keeping your data secure 
We recognize the importance of keeping your personal data safe and we have in place security measures and policies to prevent personal data from being lost, used, or accessed without our permission. We limit access to your Personal Information to those who have a genuine business need to know it. Those processing your information will do so only in an authorized manner and are subject to a duty of confidentiality. 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. 
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Your rights 
The General Data Protection Regulation grants all data subjects the following rights without charge. These include the right to: 

• Fair processing of information and transparency over how we use your use Personal Information;
• Access your Personal Information and to certain other supplementary information that this Privacy Notice is already designed to address; 
• Require us to correct any mistakes in your information which we hold; 
• Require the erasure of Personal Information concerning you in certain situations; 
• Receive the Personal Information concerning you which you have provided to us, in a structured, commonly used, and machine-readable format and have the right to transmit those data to a third party in certain situations;  
• Object at any time to processing of Personal Information concerning you for direct marketing; 
• Object to decisions being taken by automated means which produce legal effects concerning you or similarly significantly affect you; 
• Object in certain other situations to our continued processing of your Personal Information;
• Otherwise restrict our processing of your Personal Information in certain circumstances. 

For further information on each of those rights, including the circumstances in which they apply, see the Guidance from the UK Information Commissioner’s Office (ICO) on individuals’ rights under the General Data Protection Regulation. 

If you would like to exercise any of your rights, please contact Firefly Integrative Care Ltd In order for us to deal with your request efficiently, please provide: 
• Sufficient information to allow us to identify you; 
• Evidence of your identity and your address (for example, a copy of your driving licence or passport); 
• As much information about your request including, if applicable, dates, specific documents or animal names. 

We will keep our privacy policy under regular review and we publish any updates in practice or on this website. This privacy policy was last updated on 31 July 2025. 

Contact Us
If you have any questions about this policy or how your data is handled, you may contact our Data Protection Officer (DPO)

Email: hello@firefly.vet
Phone: 07886759090