Our Privacy Commitment
If you are a current or former VioVet customer or business partner, are purchasing our products, using our services or visiting any of our websites, then VioVet is a ‘data controller’ of your personal data and this is our commitment about how we manage your personal information.
As a data controller, we are responsible for determining what data we collect from you, why we need it and how we will process it.
We are part of the Pinnacle Pet Group – a group of pet insurance and pet product & service companies owned by Pinnacle Pet Group Limited headquartered in the UK. Our group comprises the following:-
VioVet Ltd is registered as a data controller with the UK Information Commissioner’s Office (ICO) under number ZA062300. Our commitments to you are:
From the first moment you interact with VioVet, either because you are a business partner, customer or website visitor, we are collecting data. In some instances, this data is anonymised, and we are unable to identify you (for example, when you visit our website, we will use cookies to track how you interact with our site and navigate the pages so we can look at how to improve our website and make your experience better, but we won’t link this activity to the record that we hold for you). You will need to allow cookies to operate for us to undertake this type of tracking and you can block these cookies from operating entirely by using the cookie controls on our website. For more information on the cookies that we employ, please read our Cookie Policy.
We also collect data about you from external sources for the purposes of verifying or enriching our data or product offering where this is required for your purchase of a pet product:
Types of data we collect:
We do not collect or process any data relating to your racial or ethnic origin, political beliefs, religious or philosophical beliefs, trade union membership, your genetic data or sexual orientation, unless we have a legal obligation to do so.
VioVet online purchases for pet products may be bought by persons under the age of 18, but we do not knowingly collect any personal data from any person under this age.
Data protection law means that we can only use your data for specific reasons and where we have a legal basis to do so. Here are the legal bases for our processing of your data and what each of them mean:
Processing your data is necessary for a contract you have with us, or where there are steps that need to be taken before the contract is entered into. Processing we undertake where this legal basis applies is as follows :-
If you purchase a product from us, we will process your data to collect your payment and provide you with the product you have purchased.
Notifying you of any changes to our service; solving issues via phone, or email; handling any queries about payments, discounts, and transactions.
Processing your data is necessary for our legitimate interests or the legitimate interests of a third party. These legitimate interests are only valid if they are not outweighed by your individual rights and interests. Processing we undertake where this legal basis applies is as follows :-
We will use your data to find other customers who are similar to you, for online advertising. We will also use your data with advertisers to stop serving our advertising to you online (e.g., advertising on your social media newsfeeds). You can object to this processing and stop it at any time by changing your privacy settings in your social media accounts or by emailing: [email protected].
We monitor transactions to identify those that do not meet normal routines or patterns. We may share relevant information with fraud prevention and credit referencing agencies, and law enforcement as necessary. Where an authorised agency requests information in relation to fraud or criminal activity, we may provide that information We retain fraud investigation files for up to 6 years to mitigate risk internally.
We may process your data when we manage our IT assets as your data may be stored in physical devices. We have a robust information security framework to ensure our physical assets are protected.
We use load balancing cookies to ensure that our website runs smoothly.
We invite feedback from our customers via surveys and TrustPilot reviews so that we can look at how to improve our services. We also run competitions for our customers to strengthen our relationship.
We record our sales and customer service calls so that we can review the calls our agents undertake to look at where improvements can be made. These call recordings may also provide a valuable audit if there is a query in relation to a sale.
We anonymise personal data at the first opportunity as an important measure in our privacy approach. When the retention period for our customers is reached, we will permanently delete personal data so that it is irretrievable.
You have given clear consent for VioVet to process your personal data for a specific purpose. You can withdraw your consent at any time.
Processing we undertake where this legal basis applies is as follows :-
Sending you emails and text messages about new features, products and services, and content. You can withdraw your consent for this at any time by clicking on the ‘Unsubscribe’ link in our emails or calling Customer Services on 01234 907860
We operate Social Media plug ins on our website which means that, when you give consent for cookies to operate, your IP address and browsing history from our site is shared with Meta and Google.
Processing your data is necessary to fulfil a legal obligation such as defending your, or our, legal rights, adhering to regulatory requirements, responding to a request from the UK or EU courts or law enforcement.
Processing we undertake where this legal basis applies is as follows :-
We hold copies of all prescriptions for 6 years in accordance with the Veterinary Medicine Regulations 2013
If you make a request to exercise any of your rights under data protection law, we will process your data as is necessary to fulfil your request.
We will need to process the personal information in the relevant customer file in order to prepare a defence or response
We are required to ensure that your personal data is secured using appropriate technical measures. We regularly scan our systems to protect against unlawful access and may process personal data as a consequence of this action.
We are committed to taking the necessary organisational and technical measures to protect your personal data when we process it and when we share it with third parties. We undertake that:
The personal data we collect is processed and stored in the UK or Europe. In some instances, we will employ other companies who will process your data, and, in every case, we will ensure that any other company that we transfer your data to is subject to the same level of data protection as we are.
This means that where we may transfer or allow access to your information outside the UK or EEA (European Economic Area), we will take steps to ensure that your privacy rights continue to be protected to the same standard as required to comply with UK and EU regulation
We will process your data for as long as is required to process your purchase and administer queries, returns or complaints, as well as complying with legal financial reporting requirements. This will typically mean that data is retained for a minimum of seven years.
We hold anonymised data, where we have removed any of your identifying details, for a longer period so that we can look at trends across pet retail and the services and products we have provided over an extensive time. As this data is anonymised, it is no longer ‘personal’ data and subject to this commitment.
We will share your data across our group companies, either where you have provided your consent for us to share your personal information for marketing purposes or if we have a legitimate interesting in sharing, such as sharing information to prevent and detect fraud.
Customer feedback is very important to us so we will invite you to leave a review via Trustpilot. It is entirely optional for you to leave a review. Any feedback you give us is used to review our services and products to try and improve them or to recognise our staff for a job well done.
We undertake marketing and advertising to let relevant people know about our products. We will share your information with social media platforms, specialist marketing agencies and internet service providers who you already have a relationship with to understand more about our customers so that we can extend our offers to other people who would be interested in our products and services.
Your personal information may be checked with and recorded by a fraud prevention specialists and agencies. If false or inaccurate information is provided and fraud is identified, details may be passed to the fraud prevention specialist or agency. This information will be accessed and used by Viovet, our group companies, law enforcement agencies and other organisations to prevent fraud.
We use third parties to host our data and our websites and applications and to provide support services. We also use third parties to undertake specialist tasks for us such as processing payments, undertaking direct marketing campaigns, maintaining data accuracy, and keeping our IT systems secure.
When we do this, sometimes it is necessary for us to share your data for these specialist services to operate. Your data is shared only when strictly necessary and according to UK privacy regulation and the safeguards and good practices detailed in this Privacy Commitment.
We may have to share your data with regulators such as the Veterinary Medicines Directorate or Defra. We may also be obligated to respond to requests from law enforcement agencies or court orders, and we may need to share your information with our legal representatives in relation to prosecuting or defending legal claims.
You can choose not to provide us with personal data or seek to limit our use of it - however this is likely to prevent us being able to fulfil your product orders without processing your personal data.
You can turn off cookies by blocking cookies using the cookie controls available on our website or via your browser.
You can ask us not to use your data for direct marketing - We will inform you (before collecting your data) if we intend to use your data for direct marketing.
You can exercise your rights by sending us an email at [email protected].
Well done for reading our Privacy Commitment. Please do come back and reread this Notice from time to time as we will update this notice as any processing practices change.
This Privacy Notice was last updated on 18 February 2026.