Privacy Policy
​This privacy notice tells you what to expect us to do with your personal information.
​​What information we collect, use, and why
We collect or use the following information to provide services and goods, including delivery:
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Names and contact details
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Addresses
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Purchase or account history
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Health information (including dietary requirements, allergies and health conditions)
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Health and safety information
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Account information
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Website user information (including user journeys and cookie tracking)
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Photographs or video recordings
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Information relating to compliments or complaints
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We also collect or use the following special category information to provide services and goods, including delivery. This information is subject to additional protection due to its sensitive nature:
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Health information
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We collect or use the following information for the operation of customer accounts and guarantees:
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Names and contact details
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Addresses
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Purchase history
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Account information, including registration details
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Marketing preferences
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We collect or use the following information for service updates or marketing purposes:
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Names and contact details
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Marketing preferences
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Recorded images, such as photos or videos
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Records of consent, where appropriate
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We collect or use the following personal information for dealing with queries, complaints or claims:
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Names and contact details
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Address
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Payment details
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Account information
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Purchase or service history
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Relevant information from previous investigations
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Customer or client accounts and records
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Financial transaction information
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Information relating to health and safety
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Correspondence
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We also collect the following special category information for dealing with queries, complaints or claims. This information is subject to additional protection due to its sensitive nature:
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Health information
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​​​Lawful bases and data protection rights
Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.
Which lawful basis we rely on may affect your data protection rights which are set out in brief below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:
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Your right of access - You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. Read more about the right of access.
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Your right to rectification - You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. Read more about the right to rectification.
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Your right to erasure - You have the right to ask us to delete your personal information. Read more about the right to erasure.
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Your right to restriction of processing - You have the right to ask us to limit how we can use your personal information. Read more about the right to restriction of processing.
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Your right to object to processing - You have the right to object to the processing of your personal data. Read more about the right to object to processing.
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Your right to data portability - You have the right to ask that we transfer the personal information you gave us to another organisation, or to you. Read more about the right to data portability.
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Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. Read more about the right to withdraw consent.
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If you make a request, we must respond to you without undue delay and in any event within one month.
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To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.
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​​​​Our lawful bases for the collection and use of your data
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Our lawful bases for collecting or using personal information to provide services and goods are:
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Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
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To correctly identify clients and their dog(s), particularly when multiple clients may have similar first names.
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For professional record-keeping, invoicing, and communication.
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To know the location for home visits, if applicable.
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To help plan service coverage and expansion—e.g. identifying where to offer group sessions based on client demand in specific areas.
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To support invoicing and protect against potential disputes or non-payment by having a verifiable client location.
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For direct communication, including schedule confirmations, last-minute updates, or changes to sessions.
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To send training plans, follow-up notes, invoices, or booking confirmations.
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For professional and ongoing communication.
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In the rare event that a client becomes unwell or incapacitated during a session, particularly during outdoor or active training.
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To ensure safety protocols are in place for both client and dog.
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To make reasonable adjustments for accessibility needs—e.g. offering step-free access or alternative communication methods like video instead of written instructions.
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To ensure a safe and inclusive environment during training sessions.
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For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.
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Our lawful bases for collecting or using personal information for the operation of customer accounts and guarantees are:
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Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
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To correctly identify clients and their dog(s), particularly when multiple clients may have similar first names.
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For professional record-keeping, invoicing, and communication.
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To know the location for home visits, if applicable.
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To help plan service coverage and expansion—e.g. identifying where to offer group sessions based on client demand in specific areas.
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To support invoicing and protect against potential disputes or non-payment by having a verifiable client location.
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For direct communication, including schedule confirmations, last-minute updates, or changes to sessions.
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To send training plans, follow-up notes, invoices, or booking confirmations.
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For professional and ongoing communication.
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In the rare event that a client becomes unwell or incapacitated during a session, particularly during outdoor or active training.
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To ensure safety protocols are in place for both client and dog.
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To make reasonable adjustments for accessibility needs—e.g. offering step-free access or alternative communication methods like video instead of written instructions.
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To ensure a safe and inclusive environment during training sessions.
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For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.
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Our lawful bases for collecting or using personal information for service updates or marketing purposes are:
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Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:
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Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
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To correctly identify clients and their dog(s), particularly when multiple clients may have similar first names.
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For professional record-keeping, invoicing, and communication.
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To know the location for home visits, if applicable.
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To help plan service coverage and expansion—e.g. identifying where to offer group sessions based on client demand in specific areas.
-
To support invoicing and protect against potential disputes or non-payment by having a verifiable client location.
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For direct communication, including schedule confirmations, last-minute updates, or changes to sessions.
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To send training plans, follow-up notes, invoices, or booking confirmations.
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For professional and ongoing communication.
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In the rare event that a client becomes unwell or incapacitated during a session, particularly during outdoor or active training.
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To ensure safety protocols are in place for both client and dog.
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To make reasonable adjustments for accessibility needs—e.g. offering step-free access or alternative communication methods like video instead of written instructions.
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To ensure a safe and inclusive environment during training sessions.
For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.
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​​​​​Where we get personal information from
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Directly from you
How long we keep information
We only keep your data for as long as it’s needed to deliver our services, which is whilst you are an active client. A client is considered active if they’ve paid for a service in the last 6 months (based on payment or service date—whichever is later). After 6 months of inactivity, personal data may be securely deleted.
Certain data may be retained longer if required for legal, tax, or compliance purposes, or where ongoing consent has been given (e.g. for marketing materials).
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Clients can request deletion of their data at any time, unless there is a legal obligation to retain it.
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For more information on how long we store your personal information or the criteria we use to determine this please contact us using the details provided above.
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​How to complain
If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.
If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.
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The ICO’s address:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Helpline number: 0303 123 1113
Website: https://www.ico.org.uk/make-a-complaint
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​​Last updated
30th of July 2025
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