Privacy Policy

Shorefield Equine Veterinary Practice Ltd (“Our”, “We”, “Us”) always strive to provide a clear, honest and transparent approach regarding how and when we may collect and use your personal data. We are committed to protecting and respecting your privacy.

Along with our terms and conditions (can be viewed via this website), our privacy policy explains when and why we collect personal information about people who visit us and visit our website, how we use it, the conditions under which we may disclose it to others and how we store it.

For the purpose of the General Data Protection Regulations 2018 (GDPR), the data controller is Shorefield Equine Veterinary Practice Ltd, Unit 3 Ashleigh Meadow, Tregondale, Menheniot, Liskeard, Cornwall, PL14 3RG and the Data Officer is Debbie Sant on telephone: 01579 228786 or email:


What is our lawful basis for collecting personal data

The lawful basis upon which we will be collecting data comes under four headings – legitimate interests, consent, contractual and legal obligation


  • Legitimate Interests

Personal data may be legally collected under legitimate interests and your personal data will only be used if we consider if it fair and balanced to do so and if it is within your reasonable expectations. We will balance your rights and our legitimate interests to ensure that we use your personal data in ways that are not unduly intrusive or unfair.

  • Consent

If you consent, for us to notify you via our sales and marketing channels (telephone, email, text, post or messenger) of products, offers, newsletters, talks, vaccine reminders and other animal health reminders. You have the right to withdraw your consent at anytime by contacting Shorefield Equine Veterinary Practice on 07884 482438 or in writing to Shorefield Equine Veterinary Practice Ltd, Unit 3 Ashleigh Meadow, Tregondale, Menheniot, Liskeard, Cornwall, PL14 3RG.

  • Contractual

Data processing is necessary for the performance of a contract to which you are party or to take steps at the request of you prior to entering into a contract (using our veterinary services)


  • Legal Obligation

There is certain data we need collect under our legal obligations as a veterinary practice under the Veterinary Surgeons Act 1966 and the Veterinary Medicines Regulations 2013


Why we collect your information

We collect personal data;

  • For carefully considered and legitimate business purposes, which help ensure we can efficiently deliver our veterinary services.

  • To update your details if they change

  • To provide a tailored service to you -  providing you with products, information and services that you request from us as well as providing information about other products, services or information we offer that you may be interested in.

  • To allow us to respond to your questions/queries/feedback as well as administer our site and internal operations

  • So that we can notify you of any changes to the service we are providing

  • To process payments

  • To contact you about your pet

  • To make appointments

  • To prevent and detect fraud

  • To recover debt and for legal processes such as working under our legal obligations set by the Veterinary Surgeons Act 1966

  • We may analysis the data and information given/collected to identify our customer needs and conduct market research, data analysis, polls, surveys and statistical analysis to help us enhance the service we deliver

  • To enable us to present our site content in an effective and present manner for you and your computer

  • Information we receive from other sources may be combined with the information given by you for the purposes set out above.


Your consent

By visiting and using the services, information and products we provide you are accepting and consenting to the practices described in this policy and understand and agree that the personal information you provide will be held on a secure database and operated by us and third party processors we use to run the business more efficiently;

VetIT (

Google calendars (

Express Invoice plus by NCH software (

Yahoo mail (

Microsoft Word(

Microsoft Excel (

Apple Iphone (

Pinberry dental app (

Zoetis Vetsupport + (

Explicit consent will be obtained either by email, written or on direct interaction with us e.g. verbally NB please note verbal consent will be documented.

Your rights

In accordance with the GDPR, you have the right;

  • To object - ask for us not to process your personal data for marketing. To exercise this right, you can contact us by writing or phoning. See contact details at the bottom of this document.

  • To be told how your personal data will be used. This document will detail how we use your data.

  • To access your personal data that we hold about you. In the event of you wanting access to the data that we hold about you please contact us in writing at Shorefield Equine Veterinary Practice Unit 3 Ashleigh Meadow, Tregondale, Menheniot, Liskeard, Cornwall, PL14 3RG. We will have 30 days to comply once we are satisfied you have the rights to see the requested records and we have successfully confirmed your identity.

  • To erasure - to be permanently deleted from our databases N.B: Financial records will be kept for 6 years. To exercise this right, you can contact us in writing or by phoning (See contact details at the bottom of this document). Exceptions; Case records, x-rays, scans and similar documents are the property of, and will be retained securely by Shorefield Equine Practice Ltd. Even though a charge may be made for carrying out the investigations and interpreting the results, ownership of the resulting record e.g. an x-ray or ultrasound scan remains the property of the practice. 

  • To data portability. Where we are processing your personal data under your consent the law allows you to request data portability from one service provider to another. This right is largely seen as a way for people to transfer their personal data from one service provider to a competitor.

  • To rectify records, if you believe our records regarding your personal data are incorrect you can contact us for it to be updated (contact details at the bottom of this document)

  • To restrict processing. This links into the rectify records right as you can for ask your personal data processing to be restricted if there is a disagreement about its accuracy (contact details at the bottom of this document)

  • To lodge a complaint. For more details or to lodge a complaint about our privacy practices please contact the supervisory authority

What personal data we will collect

We will collect your title, full name, postal address, location/address of animal, telephone numbers (landline, mobile and work), email address and your account/credit status/ payment details if applicable.

How we collect data

We will ask you either face to face, over the phone, via e-mail, text or messenger. If you have transferred from a different vet practice and you have given us permission to contact them, will gather data this way too.

Other data may be collected online via publicly available data such as (links to their own privacy policies included)


Google analytics;,

Google maps;


Wix Data;

Please also see collection of data through cookies.


Protecting your information

We have strict security procedures for the storage and disclosure of your information to prevent data leaks. All staff members are briefed in what is expected.

All personal information given to us via our website is encrypted by a secure server before it is sent to us. However, information transmitted by the internet cannot be completely secure. Secure transmission of your data through our site cannot be guaranteed and is done at your own risk.

If you use your credit or debit card to buy/pay something from us we pass your card details securely to our payment-processing partner as part of the payment process. We do this in accordance with the Payment Card Industry Security Standard and don’t store the details on our website or databases and will be treated securely (Lloyds Cardnet

Our data is stored/handled inside of the EEA (European economic area) and cloud based via wix website ( and VetIT (

Identifiable personal data will be destroyed from our records six years after the date of our last interaction. In most cases, this represents six years after the last financial transaction.

Phone calls may be monitored and recorded to ensure our standards are met and maintained.

When leaving our website via external links these are not our responsibility and that once you click on a link to an external site it will be subject to that organisation’s privacy policies, not ours.

Disclosure of your personal data

Will not exchange or sell your personal information to another organisation for their own marketing purposes. However, there are legitimate situations where we may have to share your personal information with other organisations.

  • Laboratories, insurance companies, microchip companies, referral centres, debt collectors and legal representatives, suppliers, sub-contractors, business partners.

  • Search engine providers and analytics/cookies that assist us in the improvement of our site

  • Or where we are using an external service provided via a technical supplier, email broadcaster, or mailing services provider. In these situations, the relationship between Shorefield and the third-party data processor will be governed by a contract and strict security requirements will be in place to protect your personal information.

  • Third-party service providers/processors working on our behalf; We may pass your information to our third- party service providers, agents, subcontractors and other associated organisations for the purpose  of completing tasks and providing services to you on our behalf (for example to process payments i.e. Lloyds Cardnet (Lloyds Cardnet and Microsoft Cloud ( for remote email access, VetIT ( for our practice management system .However, when we use third party service providers, we disclose only the personal information that is necessary to deliver the service and we ensure their own privacy policies are in place that requires them to keep your information secure and not use it for their own direct marketing purposes. Disclosure of personal data to third parties may occur if we are required to share/disclose data to comply with any legal obligations, to enforce or apply our terms and conditions, exchanging information with other organisations/companies for fraud protection, credit risk, internal investigations including customer complaints and claims. Privacy policies of our third-party service providers can be obtained.


We will use your data to contact you via post, phone, test, email and/or SMS for discussing treatment details, products, services and reminders.

Phone calls may be monitored and recorded to ensure our standards are met and maintained.

We may use any feedback and comments (excluding personal data) which you provide to the practice or post publicly without notice or any fee being paid in any media worldwide for marketing, promotion and/or publicity.

Collection of data through cookies

Our website is monitored and improved using Cookies. Cookies are pieces of data that are stored on your browser and help keep track of the movements and actions on a website. They help us to understand who has visited our site and see which pages, which in turn allows us to make our site more user friendly.

 In the following table is the name and purpose of the cookies which are used on our site;

Cookie name                                                                                Life span                                                                       Purpose

svSession                                                                                      Permanent                                                       Creates activities and BI

hs                                                                                                      Session                                                                         Security

incap_ses_${Proxy-ID}_${Site-ID}                                                Session                                                                         Security

incap_visid_${Proxy-ID}_${Site-ID}                                              Session                                                                         Security

nlbi_{ID}                                                                                   Persistent cookie                                                                Security

XSRF-TOKEN                                                                           Persistent cookie                                                                 Security

smSession                                                                                     Two weeks                                                   Identify logged in site members


Cookies can be blocked by activating the setting on your browser that allows you to refuse the setting of all or some cookies. If you do this (block all cookies including essential cookies) you may not be able to access all or parts of our site.


Changes to our Privacy Policy

This Privacy Policy may change from time-to-time. For example, we will continue to update it to reflect new legal requirements. Please visit this website page to keep up-to-date with the changes to our Privacy Policy.


Contact us

For any further details, queries or to exercise any of your rights please contact us via the following details;

Shorefield Equine Veterinary Practice Ltd,

Unit 3 Ashleigh Meadow,





PL14 3RG

Telephone: 01579 228786


Version 5 - January 2020