Privacy Notice

Last updated: 20 August 2026

Two By Two Veterinary Centre takes the privacy and security of your personal information seriously.

This Privacy Notice explains how we collect, use, store and share personal information when you register with us, use our veterinary services, communicate with us, make payments, use services such as PetsApp or VidiVet, or visit our website.

It also explains your rights under UK data protection law.

1. Who we are

Two By Two Veterinary Centre is operated by Two By Two Veterinary Group Limited, a company registered in England and Wales under company number 10738013.

For the purposes of UK data protection law, Two By Two Veterinary Group Limited is the data controller responsible for the personal information described in this Privacy Notice.

You can contact us about this Privacy Notice or the way we use your personal information at:

Two By Two Veterinary Centre
178–180 Long Lane
Finchley
London
N3 2RA

Telephone: 020 3865 8905
Email: enquiries@twobytwovets.co.uk

Our Alexandra Palace practice is located at:

Two By Two Veterinary Centre
20 Palace Gates Road
London
N22 7BN

We are not required to appoint a Data Protection Officer, but you may contact us with any data protection queries using the details above.

2. What personal information we collect

The information we collect depends on your relationship with us and the veterinary services you use.

It may include:

your name and title;
your postal address;
your email address;
your telephone number;
details of other people authorised to act in relation to your pet;
details about your pet, including their name, species, breed, age or date of birth, sex and microchip information;
information within your pet’s veterinary clinical record that relates to you;
appointment and consultation information;
pet insurance information;
invoices, transaction information and information relating to your account with us;
information about preventative healthcare plans or other services you use;
photographs, videos, radiographs, documents and other material that you send to us;
communications between you and the Practice, including emails, telephone calls, SMS messages and app-based messages;
communication and marketing preferences;
information provided when you complete a form, make an enquiry or book an appointment;
information relating to complaints or other correspondence;
CCTV, video or audio recordings where recording is in operation;
technical information about your use of our website, including IP address, browser or device information and cookie identifiers where applicable; and
other personal information that you choose to provide to us.

Information about an animal is not necessarily personal information in its own right. However, veterinary information can be linked to an identifiable owner or client and may therefore form part of information that we protect in accordance with this Privacy Notice.

We do not ordinarily need information about your own health or other particularly sensitive personal circumstances. Please avoid providing this unless it is relevant and necessary.

We do not knowingly collect personal information directly from children. Where a child is the registered owner of a pet, information will normally be provided by a parent or guardian.

3. Information about your pet

In order to provide veterinary care, we maintain clinical records about your pet. These may include:

medical and vaccination history;
consultation notes;
examination findings;
diagnoses;
treatments and procedures;
prescriptions and medicines;
laboratory results;
radiographs and other diagnostic images;
photographs;
referral correspondence;
information provided by other veterinary practices or specialists; and
other information relevant to your pet’s care.

Although much of this information relates to your pet rather than directly to you, we protect veterinary records appropriately and recognise that some information within them may constitute personal information about you.

Veterinary clinical records form part of a professional record that we are required to maintain. For this reason, requests for erasure will not normally apply to clinical records.

4. How we collect information

We may obtain personal information:

directly from you when you register with the Practice;
when you telephone, email, message or visit us;
through PetsApp or another communications or appointment service;
when you make or request an appointment;
through our website or online forms;
when you make a payment;
when you ask us to assist with an insurance claim;
from another person authorised to act for your pet;
from your pet’s previous veterinary practice;
from referral veterinary practices, hospitals or specialists;
from out-of-hours or emergency veterinary providers;
from veterinary laboratories and diagnostic providers;
from pet insurers or claims administrators;
from microchip databases where appropriate;
through VidiVet or another veterinary service that you choose to use; and
from other organisations involved in your pet’s care where it is appropriate and lawful for information to be shared.

Where information is obtained from someone other than you, the categories of information will generally be those described in this Privacy Notice and the source will usually be another person or organisation involved in your pet’s care or the administration of services connected with it.

5. Why we use your information

We use personal information to operate our veterinary practice and to provide veterinary services to you and your pet.

This includes using information to:

register you and your pet with the Practice;
identify you and maintain accurate client records;
provide veterinary consultations, advice, examinations and treatment;
maintain your pet’s clinical record;
prescribe and supply medicines;
arrange laboratory tests, diagnostic imaging and other investigations;
arrange referrals, second opinions and specialist treatment;
coordinate emergency or out-of-hours veterinary care;
make and manage appointments;
send appointment confirmations and reminders;
send vaccination, medication, treatment and preventative healthcare reminders;
communicate with you about your pet’s health and care;
answer questions and enquiries;
respond to complaints or concerns;
process and reconcile payments;
issue invoices and manage accounts;
administer pet insurance claims;
administer preventative healthcare plans and other Practice services;
recover unpaid fees;
obtain veterinary records from, or transfer them to, another veterinary practice;
comply with professional, regulatory and legal requirements;
maintain the safety and security of our premises, staff, clients and systems;
prevent and investigate fraud, misuse and security incidents;
investigate complaints, incidents or legal claims;
monitor and improve the quality of our services;
train members of our team where appropriate;
support veterinary audit and research using anonymised information where appropriate; and
tell you about our services where permitted by law and in accordance with your communication preferences.

We do not carry out automated decision-making that has legal or significant effects on you.

6. Our lawful bases for processing personal information

UK data protection law requires us to have a lawful basis for processing your personal information. The basis we rely upon depends on what we are doing with the information.

Contract

We process information where this is necessary to enter into or perform our contract with you for veterinary services.

Legitimate interests

We may process information where this is necessary for our legitimate interests, or those of another organisation, provided those interests are not overridden by your rights and freedoms.

Legal obligation

We may process information where necessary to comply with a legal, regulatory or professional obligation that applies to us.

Consent

We rely on your consent where this is the appropriate lawful basis, including for certain electronic marketing activities. You may withdraw consent at any time.

7. Our practice management system – ezyVet

Our principal veterinary practice management system is ezyVet, a cloud-based veterinary practice management system provided by IDEXX.

We use ezyVet to maintain and manage information including:

client contact details;
pet details;
clinical records;
appointments and consultations;
treatment and prescription information;
diagnostic and laboratory information;
invoices and account information;
reminders and communications; and
other information required to administer our veterinary services.

IDEXX and relevant service providers may process personal information on our behalf in order to provide, host, secure and support the ezyVet service.

Where an organisation processes information on our behalf, we require appropriate contractual, security and data protection arrangements.

8. PetsApp

We use PetsApp to communicate with clients and provide certain Practice services.

PetsApp may integrate with our veterinary practice management system so that information required for these services can pass between the systems.

Information processed through PetsApp may include:

your name and contact details;
details about your pet;
appointment information;
messages between you and the Practice;
photographs, videos and documents you send to us;
reminders;
communication preferences; and
information required to facilitate Practice services or payments.

We may use PetsApp to:

send and receive messages;
communicate about your pet’s care;
manage appointments;
send appointment confirmations and reminders;
send medication, vaccination and preventative healthcare reminders;
receive photographs, videos and documents;
provide payment requests or links;
provide information about Practice services; and
where permitted by law, send newsletters, campaigns or promotional communications.

Where PetsApp processes information supplied by the Practice on our behalf, we remain responsible as the data controller and PetsApp acts as a data processor in accordance with our contractual arrangements.

PetsApp may also collect and use information directly from people who create or use a PetsApp account. In circumstances where PetsApp determines the purposes for which it uses that information, its own privacy notice will apply.

PetsApp uses a range of technology and communications providers and some processing may take place outside the United Kingdom. International transfers are addressed in section 17 below.

9. VidiVet and other remote veterinary services

We may make VidiVet or another remote veterinary service available to registered clients.

If you choose to use such a service, information may be exchanged between you, the service provider and the Practice where necessary to provide the service or maintain continuity of veterinary care.

Depending on how the service operates, the provider may process information on our behalf or may act as an independent data controller for some of its activities.

The provider’s own privacy notice will apply to processing for which it is an independent controller, and we encourage you to read that information when registering for or using the service.

10. Payments and Windcave

We use Windcave for card and electronic payment processing. Windcave is integrated with our ezyVet practice management system.

When you make a payment, Windcave and other organisations involved in processing the transaction may process information including:

your name and contact information where required;
payment-card information;
transaction amounts and references;
information required to authenticate or authorise the transaction;
online identifiers such as IP addresses where applicable; and
information required to process, reconcile or refund the transaction.

Card information is processed through the payment-processing infrastructure used by Windcave and other organisations involved in the payment chain.

We use payment information only for appropriate purposes connected with transactions and the administration of your account.

Windcave operates internationally and may use companies or service providers located outside the United Kingdom. International transfers are addressed in section 17 below.

11. Diagnostic services, laboratories and SignalPET

We use external veterinary laboratories, diagnostic providers and specialist services where appropriate for your pet’s care.

This includes SignalPET, which we may use to assist with the interpretation or analysis of veterinary radiographs.

Information supplied for diagnostic analysis will normally relate primarily to your pet and may include:

radiographic or other diagnostic images;
species and breed;
age and sex;
relevant clinical information; and
patient, case or Practice reference information.

Where appropriate, we minimise the amount of directly identifiable client information provided to diagnostic services.

However, veterinary information can sometimes be associated with an identifiable owner. To the extent that information supplied to a diagnostic provider constitutes personal information, we process and share it only where there is an appropriate reason to do so and subject to applicable data protection requirements.

We may similarly provide appropriate information to external veterinary laboratories and other diagnostic providers where necessary for your pet’s care.

12. Referrals, second opinions and out-of-hours care

Where your pet requires referral, specialist treatment, a second opinion, emergency treatment or out-of-hours care, we may share relevant information with another veterinary provider.

This may include:

your name;
your contact details;
your pet’s details;
relevant clinical history;
laboratory or investigation results;
radiographs or other diagnostic images;
current treatment and medication; and
other information reasonably required to provide appropriate care.

Veterinary organisations receiving information for the treatment of your pet generally have their own professional responsibilities and may act as independent data controllers for the care they provide.

Our out-of-hours arrangements may change from time to time. Details of the provider currently responsible for our emergency and night cover are available from the Practice and on our website where applicable.

13. Pet insurance

If you ask us to assist with a pet insurance claim, we may provide your insurer, claims administrator or another organisation involved in the claim with information reasonably required to administer or assess it.

This may include:

your contact details;
your policy information;
your pet’s veterinary history;
diagnoses and treatment;
invoices and estimates;
prescriptions;
investigation results; and
other information reasonably required for the claim.

We may also receive information about you or your policy from your insurer or claims administrator.

Pet insurers and claims administrators will generally process information under their own privacy arrangements.

14. Service communications and healthcare reminders

We need to communicate with clients in order to provide veterinary services effectively.

We may contact you by telephone, email, SMS, PetsApp or another appropriate method about matters such as:

appointments and appointment reminders;
test and investigation results;
clinical follow-up;
your pet’s treatment;
medicines and prescriptions;
vaccination reminders;
preventative healthcare reminders;
changes affecting an appointment or treatment;
payments and outstanding accounts;
pet insurance claims;
changes to Practice services that directly affect your veterinary care; and
other matters reasonably necessary to administer our relationship with you or provide veterinary care.

These communications are primarily intended to administer or support the veterinary services we provide rather than to advertise products or services.

You can contact us if you would like to change your preferred method of communication.

Please be aware that asking us not to send certain service communications may mean that you do not receive useful reminders, such as vaccination, medication or appointment reminders.

Reminders are provided as a courtesy and should not be relied upon as the sole means of remembering when veterinary treatment, medication or preventative healthcare is due.

15. Marketing communications

From time to time, we may wish to tell you about Practice services, offers, healthcare products, preventative healthcare plans, events or other information that may be of interest to you.

Electronic direct marketing is subject to the Privacy and Electronic Communications Regulations 2003 (PECR) as well as UK data protection law.

Where the law requires your consent before we send marketing by electronic means, we will obtain that consent.

In some circumstances, PECR allows us to send electronic marketing about our own similar products or services to existing clients without separate consent. This is sometimes known as the soft opt-in.

We will only rely on this where the applicable legal requirements are met, including that:

we obtained your contact details directly from you in connection with the sale or negotiation of a product or service;
the marketing relates to our own similar products or services;
you were given a clear opportunity to refuse marketing when your details were collected; and
you are given a straightforward opportunity to opt out in every subsequent marketing communication.

You can opt out of direct marketing at any time by:

following the unsubscribe or opt-out instructions in the message;
changing your communication preferences where this functionality is available; or
contacting us at enquiries@twobytwovets.co.uk.

We will respect your marketing preference and maintain appropriate records so that we do not knowingly send marketing to someone who has opted out.

Opting out of marketing does not prevent us from contacting you about your pet’s veterinary care, appointments, account or other necessary service matters.

16. Who we share information with

We do not sell your personal information.

Where reasonably necessary, we may share information with organisations including:

IDEXX, including through the ezyVet practice management system;
PetsApp;
Windcave;
SignalPET;
VidiVet or other remote veterinary service providers;
out-of-hours veterinary providers;
other veterinary practices;
referral hospitals and veterinary specialists;
veterinary diagnostic laboratories;
veterinary pharmacies and medicine suppliers;
pet insurers and claims administrators;
microchip database providers;
cremation and pet aftercare providers;
preventative healthcare plan providers where applicable;
banks, card schemes and payment providers;
IT, cloud hosting, telecommunications and cybersecurity providers;
professional advisers;
accountants and auditors;
our insurers;
debt-recovery providers;
legal advisers and courts;
law-enforcement agencies;
veterinary, professional and regulatory bodies; and
government or other authorities where disclosure is required or permitted by law.

We aim to provide only the information reasonably necessary for the relevant purpose.

Some organisations process personal information on our instructions as data processors.

Other organisations may be independent data controllers because they determine for themselves how information needs to be processed. Examples may include another veterinary practice providing treatment, a pet insurer administering a claim or a payment provider carrying out its own legal and regulatory responsibilities.

Where another organisation is an independent controller, its own privacy notice will apply to its processing.

17. International transfers

Some of the technology providers and other organisations supporting our Practice operate internationally.

This means that some personal information may be accessed, processed or stored outside the United Kingdom.

For example, international processing may occur in connection with:

PetsApp and its communications, cloud and technology providers;
payment processing through Windcave;
cloud-based veterinary software;
data hosting, backup and system redundancy;
diagnostic services; or
other technology services used to operate the Practice.

PetsApp currently states that its primary AWS storage is within the EEA but that some of its subprocessors and redundancy arrangements involve processing in other countries.

Windcave also operates internationally and uses international infrastructure and service providers.

Where personal information is transferred outside the United Kingdom, we take appropriate steps to ensure that the transfer is permitted by UK data protection law.

Depending on the destination and circumstances, this may involve:

transferring information to a country recognised by the UK as providing an adequate level of protection;
using approved contractual safeguards, such as the UK International Data Transfer Agreement or an appropriate UK Addendum to recognised standard contractual clauses; or
relying upon another transfer mechanism permitted under UK data protection law.

Where organisations process information on our behalf, we also expect them to apply appropriate contractual and security safeguards when using subprocessors.

You may contact us if you would like further information about safeguards applying to a particular international transfer.

18. Veterinary research, audit and improvement of care

We may participate in veterinary clinical audits, research or projects intended to improve animal health, veterinary treatment or the understanding of disease.

For example, anonymised clinical information may be pooled with information from other veterinary practices and analysed by universities, veterinary organisations or research bodies.

Where possible, information used for these purposes is anonymised so that an individual client cannot be identified from it.

Properly anonymised information is not personal information for the purposes of UK data protection law.

Residual material or isolates from specimens submitted for diagnostic testing may also be retained by a laboratory for purposes such as quality assurance, research or development in accordance with that organisation’s appropriate procedures.

Where identifiable personal information is required for a particular research activity, we will ensure that there is an appropriate lawful basis and any necessary safeguards are in place.

19. CCTV, video, audio and telephone recordings

CCTV, video or audio recording may be used at the Practice where appropriate. Telephone calls may also be recorded where call-recording facilities are in operation.

Recordings may be used for purposes including:

security;
protecting staff, clients and property;
investigating incidents;
staff training;
monitoring and improving service quality;
resolving complaints or disputes; and
establishing, exercising or defending legal claims.

CCTV and call recordings are operated on the basis of our legitimate interests in maintaining the security of our premises, staff and clients.

Recordings are accessed only where there is an appropriate reason to do so and retained only for as long as reasonably necessary.

20. How long we keep information

We do not keep personal information for longer than reasonably necessary.

The appropriate retention period depends on the type of information and why we hold it.

When determining how long information should be retained, we consider factors including:

professional requirements relating to veterinary clinical records;
the duration of our veterinary relationship with you;
continuity of care;
legal and regulatory requirements;
tax, accounting and financial requirements;
insurance requirements;
the limitation periods applying to potential legal claims;
the need to investigate or resolve complaints and disputes; and
the nature and sensitivity of the information.

Different categories of information may therefore be kept for different periods.

Information may be retained for longer where necessary in connection with an ongoing complaint, investigation, insurance matter or legal claim.

Some of our service providers may also be required to retain particular information for defined periods for regulatory, security or operational reasons.

When information is no longer required, we will delete or securely dispose of it, or anonymise it where appropriate.

21. Keeping your information secure

We take appropriate technical and organisational measures to protect personal information against:

unauthorised access;
accidental loss;
inappropriate disclosure;
alteration;
misuse; and
destruction.

Access to veterinary and client records is restricted to members of our team and authorised providers who need access for legitimate purposes.

We use specialist cloud and technology providers to operate parts of our systems and expect providers handling personal information on our behalf to maintain appropriate confidentiality, security and data protection arrangements.

No electronic system or method of communication can be guaranteed to be completely secure. We therefore encourage clients not to send unnecessary sensitive personal information through ordinary electronic communications.

22. Your data protection rights

UK data protection law gives you a number of rights relating to your personal information.

Depending on the circumstances, these may include the right to:

be informed about how your personal information is used;
access personal information we hold about you;
correct information that is inaccurate or incomplete;
request erasure of personal information in certain circumstances;
request restriction of processing in certain circumstances;
object to processing based on legitimate interests in certain circumstances;
object to direct marketing at any time;
receive certain information in a portable format in circumstances where the right to data portability applies; and
withdraw consent at any time where we rely on consent.

These rights are not absolute and exemptions may apply.

For example, we may be entitled or required to retain information within a veterinary record even if you request its deletion because of professional, legal, regulatory or legitimate record-keeping requirements.

If you ask us to stop processing information needed to provide veterinary services, we will explain any consequences this may have for our ability to provide those services.

To exercise a data protection right, please contact:

Email: enquiries@twobytwovets.co.uk

or write to:

Two By Two Veterinary Centre
178–180 Long Lane
Finchley
London
N3 2RA

We may need to ask for information to confirm your identity before responding to a request.

We will normally respond within the timeframe required by applicable data protection law.

23. Complaints about the use of your personal information

If you are concerned about how we have used your personal information, please contact us first so that we have an opportunity to investigate and address your concern.

You can contact us at:

Email: enquiries@twobytwovets.co.uk
Telephone: 020 3865 8905

or write to:

Two By Two Veterinary Centre
178–180 Long Lane
Finchley
London
N3 2RA

You also have the right to complain to the Information Commissioner’s Office (ICO), the UK’s independent data protection regulator.

Further information about your rights and how to make a complaint is available at:

www.ico.org.uk

24. Our website and cookies

Our website uses cookies and similar technologies.

Cookies are small pieces of information stored on your device that can be used for purposes including:

providing essential website functionality;
remembering settings or preferences;
maintaining security;
understanding how visitors use our website; and
measuring or improving website performance.

Some cookies are necessary for our website to operate.

Where UK law requires consent before a non-essential cookie or similar technology can be placed or accessed, we will ask for that consent through our website’s cookie-management facilities.

You can accept or reject relevant categories of cookies through the cookie controls provided on our website and can change your choices where those controls permit.

You can also manage cookies through your browser settings.

Where we use third-party analytics, advertising, embedded content or similar services, those providers may receive technical information from your browser or device. Further details about individual cookies and providers should be available through the cookie settings or Cookie Policy on our website.

25. Links to other websites, apps and services

Our website, PetsApp communications and other correspondence may contain links to websites, apps or services operated by other organisations.

We are not responsible for the privacy practices of an organisation where that organisation determines for itself how it collects and uses your information.

We encourage you to read the relevant privacy notice before providing personal information directly to another organisation.

26. Keeping your information up to date

Please tell us if your contact details or other relevant information changes.

Keeping accurate details is particularly important so that we can communicate effectively with you about your pet’s care, including appointment reminders, vaccination schedules, medication updates and other essential service communications.

27. Changes to this Privacy Notice

We may update this Privacy Notice from time to time.

The latest version will always be available on our website and will show the date it was last updated.

We may also notify you directly about significant changes where this is appropriate.