Hoppy Holidays follows the requirements of the General Data Protection Regulations and puts into place the following practices to protect your data and your privacy.
FOR ALL NEW CUSTOMERS - let us know your preferences
There is an option on the bottom of the last page of our Booking/Information Form which asks if you are happy for your information to be stored for your pet/s stay with us and for future reference. Please ensure this is filled in so we know your preferences regarding how your data is stored.
Use of your pet/s image on social media and our website - We have a Facebook page and an Instagram account which allows many of our customers to see how their pets are doing while they’re away and for people that choose to follow us and see what we do. We also have a gallery page on our website.
When we use an image of a pet, only your pet/s image and name will appear - not the owner/s surname/s. Owner information is never used on social media or the website and we never tag owners or anyone who knows our customers and their pets into any posts. If an owner responds to a post that is their decision and responsibility.
There is an option on our Booking/Information Form which asks if you are happy for your pet/s image to appear on these social media sites and on our website gallery page. Please ensure this is filled in so we know your preferences regarding using your pet/s image.
If you opt for Yes, you are giving permission for your pet/s image to appear on our social media sites and on the website gallery page. If you opt for No, your pet/s image will never appear on our Facebook page, Instagram account or website gallery.
OWNER INFORMATION - what information we ask for and how we use it
On our Booking/Information Forms, we ask for customer contact details as follows:-
Your address - because you may wish to receive our Booking/Information Form and Terms and Conditions by post rather than email and because we may need to post or drop off anything that has been left behind such as vaccination cards. We occasionally provide a pick up/drop off service so also need your address for this purpose.
One phone number so we can contact you if we need to discuss anything regarding with regards your query, your booking or your pet/s. We also need your phone number if you have requested updates via Whatsapp or text message.
An email address so we can send our Terms and Conditions and Booking/Information Form to you and to correspond with you regards your pet/s holiday. Also we can send email updates if you select this option on your Booking/Information Form.
A nominated emergency contact (if you choose someone other than yourself) who we can get in touch with in the unlikely event of your pet becoming ill and who we shall only contact if we are unable to contact you via any of the above methods.
The name, address and phone number of the veterinary practice your pet/s is registered with (if they are registered) who we shall only contact in the unlikely event of your pet becoming ill and needing to visit the surgery whilst they are in our care.
All of the above information is kept strictly confidential between you and Hoppy Holidays only.
We shall only contact you with regards your pet/s holiday.
We do not share your information or your emergency contact's information with any other party whatsoever.
We do not use your information or your emergency contact's information for marketing or advertising purposes.
You are welcome to view, alter or delete your information at any time.
YOUR PET/S INFORMATION - what information we ask for and how we use it
We need information about your pet when they come to stay as it is important that we meet their every need and provide the service our customers expect.
This useful information includes:-
Name and (approximate) age
Sex and breed (if known)
Whether or not your pet is spayed or neutered
Likes and dislikes - this could be information that lets us know about your pet/s temperament (for instance, whether or not they like being handled), their favourite and least favourite foods or their favourite toys and activities.
Dietary requirements - if there is anything your pet/s can't have because it makes them ill or if they are on a restricted diet, this is information that we need to know so we can continue what you have put into practice while you are away.
If your pet is a rabbit, we need to know that he or she is up to date with their vaccinations and if you can produce their card.
Any illnesses or medication that we need to know about. This is important as we need to know how to continue providing their medical needs and medication as prescribed by your vet while you are away.
On the day of your pet/s arrival, a paper copy of their information is placed into a plastic wallet and attached to their holiday accommodation. It will stay there for the duration of their stay. This means we have instant access to their information at all times and can ensure we are meeting their exact care requirements as specified by the owner. A copy of your pet/s information will remain on computer file or in the locked filing cabinet with their owners information as per their owners preference for future reference. This also allows us to print off fresh copies of their information when needed as originals do get damaged over time and information may also need updating from time to time.
A photo of your pet/s will be added at a later date for identification purposes.
When your pet/s return home with you, their paper file is taken from their accommodation and into the office in the house. It is placed in a ring binder which contains pet information only. This filing system for our pet guests gives us ease of access to their files for future visits.
There is no information about owners on any of our pet/s files.
Owner information remains on computer file or in our locked filing cabinet as per owner preferences (along with a copy of their pet/s file for future reference).
Rabbit vaccination cards that are left with us for safe keeping are kept in our lockable filing cabinet until your return as they contain data about owners.
You are encouraged to let us know of any changes to your pet/s records such as dietary changes, recent illnesses, vaccination updates and so on so that we can alter this on their file and ensure we are meeting any specific needs.
You are welcome to view, alter or delete your pet/s information at any time.
OUR DATA STORAGE PROCEDURE
If we receive your completed Booking/Information Form and signed Terms and Conditions by paper copy before your pet/s holiday either by hand or by post, they are kept in a lockable filing cabinet until needed in a specific file for future customers.
Once your pet/s holiday commences owner information is separated from your pet/s information. Your pet/s information is stored with them attached to their accommodation and owner information is scanned onto computer file (with a copy of your pet/s information) if you have given permission for data to be stored this way. An individual file is set up for you and your pet/s in your pet/s animal type, pet/s name and your surname. The paper copy of your contact details are then shredded on our premises using our own machine.
If you have not given permission for your information to be kept on computer file, your information will be kept in our locked filing cabinet in an individual file that only we have access to.
Electronically Received Documents
If we receive your completed Booking/Information Form and signed Terms and Conditions by email, they are downloaded and stored on computer file if you have given permission for data to be stored this way. An individual file is set up for you and your pet/s in your pet/s animal type, pet/s name and your surname. Your pet/s information is printed off and is kept with them for the duration of their stay.
If you do not want your information on computer file, we shall print it off and keep it in our locked filing cabinet until needed.
If you do not want us to keep your data in any format
You are entitled to ask us not to have your details kept in any format at all.
In this case we shall shred any paper copies immediately and will not set up a computer file on our system. However, if you choose this option please note that:-
we will not be able to contact you with regards your pet/s stay
we will not be able to send you updates while you are away
we will not be able to contact you or your nominated emergency contact should your pet become ill
we will not be able to contact your own veterinary practice should your pet become ill
Please note that If you have signed the Terms and Conditions and then asked for your data to not be stored in any format, you will still be expected to agree to and adhere to the Terms and Conditions of our business.
We keep data for three years in total in the case of non-returning customers. The data of non-returning customers will be archived eighteen months after the departure date of your pet/s last stay with us. It is kept for a further eighteen months. If we have not heard from you during that time, your data is then deleted from our system.
If your pet is re-homed or passes away
In the sad event of you having to re-home a pet or a pet passing away and if you choose to inform us of the situation, we shall delete your data from our system unless you have another pet that you would still like to bring to us. If this is the case, we shall adjust your pet information file for your remaining pet/s if you are happy for us to do so or you can fill out a new form for them. Their updated information will be stored as per your preferences.
If you haven’t needed to use our services for a while or if you have given a home to a new pet and would like to use our services again, we shall ask you to fill in our Booking/Information Forms and sign our Terms and Conditions again so we can learn about your new pet and make a new file which will be stored as per your preferences.
KEEPING YOUR DATA SAFE
Only two people have access to our desktop computer - Jacqueline and Keith who are the home owners and the owners and managers of Hoppy Holidays. Our computer system and memory stick (which our files are backed up on) are encrypted and only accessible by password which is changed regularly.
We have a clear desk policy which means that your information is not left on the desk in our home office. We have manual and computer filing systems which are adhered to.
Our computer system is checked regularly to ensure all firewalls are functioning sufficiently and are up to date. Emails are deleted on a regular basis if no longer needed. Email and telephone enquiries from potential customers are responded to as quickly as possible. Their contact information shall be kept for eight weeks. If we do not hear from them within eight weeks of their initial enquiry, their contact information shall be deleted from our mobile phones and email account.
Due to our mobile phones being the primary way our customers can contact us and because our update service is so popular, we do store customer names and numbers in our mobile phones. Our phones are protected with passwords. Customer numbers only are stored. Nominated emergency contacts and veterinary surgeries data remain on file as per our customers' preferences and are not stored on our mobile phones.
Paper copies of the data of customers who do not wish for their data to be kept on computer file are kept in a locked filing cabinet in the office in the house. Only Jacqueline and Keith have access to the key to the filing cabinet which is kept in a key safe.
OUR PROMISE TO YOU
All requests regarding discussing, viewing, altering or deleting data will be dealt within a reasonable time frame.
We shall only contact you by phone or email if:-
If you have made an initial enquiry and/or wish to visit
If you have a pet/s who you have booked in for a holiday with us and we wish to confirm your booking and drop off time or discuss anything else connected to their stay
If you have requested updates while you are away
If you have a pet/s who may need veterinary treatment while you are away
If you have contacted us about any other matter relating to your pet/s
We do not use email, postal services or text messaging to market our business or send newsletters. We do not contact any customers or their nominated emergency contacts past or present to market Hoppy Holidays.
We do not pass on any details of our customers or their nominated emergency contacts past or present to any other party whatsoever either verbally or written.
The procedures above are carried out for every customer that uses Hoppy Holidays Small Animal Boarding.
REMEMBER... IT'S YOUR DATA!
It is up to you to keep your contact details and pet information up to date. You are entitled to ask for your data to be changed or updated at any time.
You are always welcome to view the data we hold about you and your pet/s at any time. Please contact Jacqueline or Keith if you would like to see your data.
You are entitled to ask for your data to be deleted at any time. However, if you wish to bring your pet/s to us, you will be asked to provide us with information about them so we can provide the service that we pride ourselves on.
If you wish to discuss anything regarding your data, we will always be happy to speak to you and explain our policies. Your privacy is very important to us. Please contact Jacqueline or Keith if there is anything you would like us to clarify for you.
IF YOU WOULD LIKE A PAPER COPY OF OUR DATA PROTECTION POLICY, PLEASE REQUEST ONE BY EMAILING firstname.lastname@example.org