Privacy Policy

“Plan” – Your Vetsure Pet Health Plan or Equine Health Plan, as applicable.

“You/Your” – means anyone whose personal data we may collect including:

• anyone seeking to obtain a Vetsure Pet Health Plan, and anyone named during this process
• anyone using Vetsure Direct product delivery services
• Vetsure Pet Health Plan holders and anyone they might authorise to discuss the Plan and / or act on their behalf regarding the Plan
• anyone who might benefit from the Plan
• users of our websites
• any individuals who may contact us (for example, to obtain further information on our services)
• vets at any veterinary practice that we partner with.

“Your Vet” – the veterinary practice with whom you hold a Plan (as detailed in your membership confirmation email).

“Vetsure Direct Services” means the optional direct delivery service which you may have subscribed to as part of your Plan or as a standalone service.

The Data Controller (and under certain circumstances the Data Processor) of your personal data is TVIS Limited trading as ‘Vetsure’, ‘Vetsure Pet Health Plan’ and ‘Vetsure Direct’ a limited company registered in England under company number 06820979, whose registered and main trading address is: 1st Floor Helios Court, 1 Bishop Square, Hatfield, AL10 9NE.  TVIS Limited is authorised and regulated by the Financial Conduct Authority (FCA no.523215) and is a member of the Financial Services Compensation Scheme (FSCS). TVIS Limited is registered as Data Controller with the Information Commissioners Office (ICO registration no. Z2761214).

You can contact TVIS’s data protection team via email at [email protected] or by post for attention of the Data Protection Team, TVIS Ltd, 1st Floor Helios Court, 1 Bishop Square, Hatfield, AL10 9NE.

When you apply for and take out a Plan and/or subscribe to Vetsure Direct Services the data controller of your personal data is both TVIS Limited and also Your vet – who will act to fulfil the Plan via the provision of products and services as stipulated within your  Vetsure Pet Health Plan terms and conditions. Please contact your vet for details of their specific privacy policy.

When you use the Vetsure Direct Services, your vet is the data controller and TVIS Limited is the data processor.

Your Plan is administered by TVIS Ltd trading as Vetsure Pet Health Plan and Vetsure Equine Health Plan for and on behalf of your vet.

We only ask for information that we need and have strict controls in place to keep it safe.  We collect your personal data to provide our products and services to you.  Without the information we obtain, we can’t give you a quote, issue a Plan or fulfil our Vetsure Direct Services.

We may collect some or all of the following personal data (please also see our cookie policy for details regarding the use of cookies and similar technologies) for the following purposes:

• Identity: basic personal details including your title, name and date of birth
• Pet and veterinary: information about your pet(s) including details of their registered veterinary practices, medical history and claims history
• Contact: email addresses, postal addresses, telephone numbers and social media handle
• Financial and transactional: bank details and payment details such as direct debit or payment card details used for payments to and from you (we do not store your full card number; this is encrypted and securely held)
• Profile: Usernames or passwords for any online accounts or portals you have set up with us
• Usage: information you provide when you correspond with us and how you use our website, policies, products and services
• Technical: Data from your visiting our websites such as;

• IP addresses
• Interaction information (such as scrolling, clicks and mouse-overs)
• Brower type and version
• Domain
• Device information (including error reports and performance data)
• Activity on our websites.

We do not actively collect special category data. We will only hold this data if you have provided us with this voluntarily and given explicit consent for us to retain this information for the purpose of servicing your contract with us more efficiently.

This includes details of any accessibility requirements you have linked to any medical or health reasons which you have advised us of, so that we may make reasonable adjustments to help you.

We also collect, use, and share aggregated data such as statistical or demographic data for any purpose. Aggregated data could be derived from your personal data but is not considered personal data in law as this data will not directly or indirectly reveal your identity. For example, we may aggregate your usage data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect aggregated data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy policy.

Our websites are:

• www.vetsure.com
• www.myvetshealthplan.co.uk
• pay.vetsuredirect.com/vetsure-healthplan-signup

Please note – This Privacy Policy applies only to your use of these websites.  The websites may contain links to other external websites. Please note that we have no control over how your data is collected, stored, or used by these other websites and we advise you to check the privacy policies of any such websites before providing any data to them.

We will only speak to someone else, or take any action, on your Plan  or Vetsure Direct Services, once we are satisfied that you have authorised them to do so. For matters where there is legal intervention such as power of attorney, we will request documentation to confirm this.

Purpose or activity:
Identity, contact details, pet information, payment and financial details to:

• Provide you with quotes;
• Enable you to apply for or subscribe to a Plan; and
• Administer a Plan and any associated Vetsure Direct Services on behalf of your veterinary practice.

Legal basis:
Necessary for the performance of a contract with you.

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Purpose or activity:
Identity, contact details, pet information and feedback from surveys such as Trustpilot.

Legal basis:
Legitimate interests to improve our products, service delivery and customer experience.

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Purpose or activity:
Technical and analytical data, including website usage patterns and demographic information.

Legal basis:
Legitimate interests to help develop, improve and personalise our products, pricing and services, and to derive wider insights (for example, financial benchmarking) through the analysis of Plan and Vetsure Direct Services usage.

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Purpose or activity:
Identity, contact, verification, payment and financial data in order to:

• Process payments for your Vetsure Pet Health Plan and any associated Vetsure Direct Services; and
• Manage any changes to your Plan or associated Vetsure Direct Services, including recurring monthly payments.

Legal basis:
Necessary for our legitimate interests to process payments and ensure they are completed effectively.

Necessary to comply with our legal obligations, including regulatory requirements relating to the prevention of financial crime, compliance with financial sanctions legislation, the Companies Act 2006, the Limitation Act 1980 and the Finance Act 2021.

Where we suspect financial crime or fraud has taken place, we may cancel your Plan and/or Vetsure Direct Services. We may also share relevant information with fraud prevention agencies, law enforcement agencies and other relevant organisations.

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Purpose or activity:
Identity, contact details, financial information and pet data.

Legal basis:
Necessary for the performance of a contract with you to provide quotes and administer Plans, including the administration of claims. This includes sharing information with, and obtaining information from, relevant service providers such as veterinary practices and other animal healthcare providers where relevant to your claim. We may also collect information from other parties where necessary to process claims, including third-party claimants, witnesses and the police.

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Purpose or activity:
To generate and provide you with a quotation when you request one through our website.

Legal basis:
Necessary for our legitimate interests to respond to quote requests from you.

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Purpose or activity:
Identity and technical usage information.

Legal basis:
It is in our legitimate interests to develop and improve our administration systems, security systems and applications, including ensuring we can properly respond to your queries and provide technical support.

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Purpose or activity:
Identity and contact data, together with any other information you choose to share with us.

Legal basis:
It is in our legitimate interests to collect and use your information when you contact us with a query or provide feedback. We may use your feedback to improve our website, communications and wider products and services.

• third parties in the event of organisational change (e.g. if we are bought by, or merged with, another organisation);
• third parties in the event of your vet deciding to appoint another firm to administer their plans;
• third parties in the event of you electing to use Vetsure Direct Services so that delivery of products to your home address can be fulfilled;

• Your Vet to facilitate the set-up and administration of the Plan and any associated Vetsure Direct Services.

• Your Vet via a secure online portal on a real-time basis, including:

• basic details of any products you hold or have previously held with us – including whether your Plan and any associated Vetsure Direct Services is in financial arrears;
• the ability to submit a lead enquiry to us with your permission;
• the ability to establish the status of any lead enquiry that Your Vet submits to us on your behalf, with your permission, submits on your behalf;

• Crime and fraud prevention agencies, law enforcement agencies and other relevant organisations – where we suspect fraud or financial crime;
• Third party claimants, witnesses, and police – as required;
• Payment processors – to securely process your payments and maintain transaction records;
• Third party providers of practice management software (who support Your Vet);
• Regulators/ authorities/ enforcement agencies if we are under a duty to disclose or share your personal data to comply with any legal obligation; or to protect our customers’ and others’ rights. This includes exchanging your personal data with other companies and organisations for the purposes of fraud protection; and
• Prospective buyers of our business under our legitimate interest to ensure our business can be continued by the buyer.

We only share your personal data where we have a lawful basis to do so, as described above.

We may process personal data under “recognised legitimate interests” where permitted by law.

We may process your name and contact details to provide you with relevant marketing information where you have provided either consent for this or have not previously opted out of marketing when you have previously expressed an interest in our products and services. You can always withdraw your consent to marketing at any time by contacting us or by following the unsubscribe link in any marketing communication you receive from us.

In the event that we process personal data outside of the UK, the processing in those locations is protected by UK and European data standards and is necessary for the performance of our contract with you.

Some or all of your data may be stored outside of the European Economic Area (“the EEA”) (The EEA consists of all EU member states, plus Norway, Iceland, and Liechtenstein). If we do store data outside of the EEA, we will take all reasonable steps to ensure that your data is treated as safely and securely as it would be within the UK and under the GDPR standards.

All individuals have the following rights under data protection law:

• Right to be informed- the right to be informed about how we collect and use your personal data;
• Right of access (subject access request)- to access the personal data we hold about you;
• Right to rectification – to correct personal data we hold that is incorrect or incomplete;
• Right to erasure – to have your personal data deleted (the right to be forgotten);
• Right to restrict processing- to restrict us processing your personal data;
• Right to data portability- to receive your personal data in a portable format to re-use with another service or organisation;
• Right to object- to object to us processing your personal data for particular purposes;
• Right not to be subject to a decision based solely on automated processing – to appeal a decision with respect to automated decision making and profiling.

If you consider that the processing of personal data by TVIS Limited (trading as Vetsure Pet Health Plan and Vetsure Direct) is not in compliance with data protection laws and regulations, you may lodge a complaint with us and/or the Information Commissioners Office by following this link:  www.ico.org.uk.

You can contact Vetsure’s GDPR contact by email at [email protected] or by post at Data Protection Team, Vetsure Pet/Equine Health Plan, 1st Floor Helios Court, 1 Bishop Square, Hatfield, AL10 9NE.

We will only keep your personal data for as long as we need to  for use  as described above.

We are required to retain your data for  as long as required by law or  to defend potential legal claims. For all personal data that we retain, we consider the amount, nature and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.

When you contact us, personal data that you give us will be recorded. This is in our legitimate interest as it helps us optimise our customer service, train and develop our staff, respond to complaints and prevent fraud and other financial crime.

All communications will be in English. You can get this document from us in writing, Braille, large print or audiotape by contacting us.

We may change this privacy policy from time to time (for example, if the law changes). Any changes will be immediately posted on our website or notified to you (where relevant).