Privacy Notice
Lily Moffatt Veterinary Physiotherapy
Last updated: 17/08/26
Who we are
Lily Moffatt Veterinary Physiotherapy provides mobile veterinary physiotherapy to horses, dogs, cats and other animals across Nottinghamshire and the surrounding areas.
We are responsible for the personal information we hold about you. In data protection terms, we are the "data controller".
How to contact us about your information:
Lily Moffatt Veterinary Physiotherapy Wensor Bridge Farm, Main Road, Shelton, Nottinghamshire NG23 5JQ
Email: info@lilyvetphysiotherapy.com
Phone: (+44) 07531 639808
[We are registered with the Information Commissioner's Office under registration number ZC218882
What this notice is for
This notice explains what information we collect about you, why we collect it, who we share it with, how long we keep it, and what you can ask us to do with it.
It covers information about you — the owner or keeper of the animal. Information about your animal is not covered by data protection law in its own right, but because your animal's records are linked to you, we treat them with the same care.
The information we collect
When you get in touch or book an appointment
Your name, email address, phone number and the address where we will treat your animal
Your animal's name, species, breed, age and relevant history
Your vet's name and practice
During and after treatment
Notes on your animal's assessment, treatment and progress
Photographs and videos of your animal, where these help with assessment or show progress over time
Exercise plans and any advice we give you
Messages between us
For online consultations
Photographs and videos you send us of your animal moving, standing or at rest, which may include your home, yard or stable, and sometimes you or other people
For payment and record-keeping
What you have been charged, what you have paid, and when
Bank transfer details where you pay by bank transfer
Information needed to support an insurance claim, where you are making one
When you use our client app
If you use our client app, we also collect:
Your account details — your name, email address, phone number and the password you set
The diary entries you log about your animal between sessions, including how you rate them on the scales we agree with you
Photographs and videos you upload of your animal
Health forms and assessments you complete
Messages you send us through the app
Basic technical information about your use of the app, such as when you last signed in
Your account is private to you. Other clients cannot see your information or your animal's.
When you use our website
Information collected by cookies and similar technology.
If you download the app from the App Store or Google Play, Apple and Google will collect their own information about the download. That is covered by their privacy policies, not ours.
We do not ask for information about your own health. If you tell us something about your health — for example, that you have an injury that affects how you handle your animal — we will only note it if it matters for the safety of the session, and we will keep it to a minimum.
Why we use your information, and our legal reasons for doing so
Data protection law requires us to have a valid reason for using your information. Ours are set out below.
What we doOur reasonArranging and carrying out appointments, keeping treatment records, giving you exercise plans and adviceTo carry out our agreement with youTaking payment, chasing unpaid invoices, supporting your insurance claimTo carry out our agreement with youKeeping financial recordsBecause the law requires us toKeeping treatment records after your animal's course of treatment has ended, so that we have a full history if you return and so we can respond if a question is ever raised about the care we gaveBecause we have a genuine business need to do so, and we do not consider this affects your privacy unfairlyContacting your vet for referral or consentBecause the law governing animal treatment requires veterinary consent, and to carry out our agreement with youSending you news, offers or updates by emailOnly with your permissionPublishing testimonials, photographs or videos that identify you or your animalOnly with your permission
Where we rely on your permission, you can withdraw it at any time by contacting us. That will not affect anything we have already done, and it will not affect your animal's treatment.
Photographs and videos
We take photographs and videos to help us assess your animal and to track progress. These stay in your animal's records and are not shared or published unless you have given us permission.
If we would like to use a photograph or video on our website or social media, we will ask you first, and you can say no. You can also change your mind later and ask us to remove it.
Who we share your information with
We do not sell your information, and we do not share it for anyone else's marketing.
We share it with:
Your vet, where a referral or veterinary consent is needed, or where sharing a treatment update is in your animal's interest
Your insurance company, where you are making a claim and have asked us to
Our insurer or professional body, if a question is ever raised about the care we provided
Anyone we are legally required to share it with
If another physiotherapist or professional works alongside us and is involved in your animal's care, they will be able to see the records they need in order to treat your animal, and no more.
We also use trusted companies to run parts of our business. They can only use your information to provide their service to us, and they cannot use it for their own purposes.
How long we keep it
Treatment records, including photographs and videos: Seven years from your animal's last appointment
Financial records: six years from the end of the tax year they relate to
Enquiries that do not lead to an appointment: Twelve Months
Your app account and everything in it: for as long as you are a client, and then in line with the periods above. You can ask us to close your account at any time.
Newsletter sign-ups: until you unsubscribe
After that we delete the information or remove anything that identifies you.
Your rights
You can ask us to:
Give you a copy of the information we hold about you
Correct anything that is wrong or out of date
Delete your information, where we no longer need it
Stop or limit how we use it, where you have a concern about how we are using it
Send your information to you or another provider in a portable format
Stop using it, where we have relied on our own business need rather than your permission
To ask for any of these, contact us using the details at the top of this notice. We will respond within one month. There is no charge.
Cookies and our website
Our website uses cookies. Some are needed to make the site work; others help us understand how the site is being used. You can accept or refuse the ones that are not essential, and you can change your choice at any time.
If you are unhappy
Please tell us first — contact us using the details at the top of this notice and we will do our best to put it right.
You also have the right to complain to the Information Commissioner's Office, which regulates data protection in the United Kingdom. You can reach them at ico.org.uk or on 0303 123 1113.
Changes to this notice
We may update this notice from time to time. The date at the top shows when it was last changed.