Horner Pet Rehab & Wellness Centre

Last updated: 25 September 2026

1. Who we are

Horner Pet Rehab & Wellness Centre is an independent pet rehabilitation and wellness centre providing hydrotherapy, physiotherapy and laser therapy for animals.

We are the data controller for the personal information described in this notice. That means we decide why and how it is used.

Registered name: Horner Pet Rehab and Wellness Centre Ltd

Company number: 16048492

Address: Unit 5, Morrisons Supermarket, Coventry Road, Sheldon, Birmingham, B26 3PD

Email: mail@hornercentre.com

Phone: 0121 270 5800

ICO registration number: ZB935967

2. What this notice covers

This notice explains what personal information we collect about pet owners, referring veterinary professionals and visitors to our website, how we use it, who we share it with, how long we keep it and what rights you have.

Information about your animal, including its condition, medication and behaviour, is not personal information about you under data protection law. We have still described how we handle it below, because it forms part of the record we keep.

3. The information we collect

Pet owners who contact us directly

When you complete our owner referral form we collect:

• Your first and last name

• Your phone number and email address

• Whether you have opted in to receive news and updates from us

• Your pet's name, breed and condition or symptoms

• Your existing veterinary practice and, where known, the name of your referring veterinary surgeon

• How you heard about us

Pet owners referred to us by a veterinary practice

When a veterinary surgeon refers your pet to us, they provide us with information about you and your animal. We receive it from them rather than from you. This includes:

• Your first and last name, phone number, email address and postal address

• Your pet's name, date of birth, species, breed, sex and colour

• The primary condition being referred, other relevant conditions, current medication and any behavioural concerns

• Which assessments and treatments have been consented to

• The name of the referring veterinary surgeon and their practice details

If we hold information about you that came from your veterinary practice, we will tell you so the first time we contact you and point you to this notice.

Veterinary professionals

We hold the name, practice name, practice address, email address and phone number of veterinary surgeons and practices who refer to us, or who we contact about our referral services. Some of this comes from referral forms, some from publicly available sources such as the RCVS Find a Vet register and practice websites.

Everyone we treat

Once treatment begins we also hold appointment records, treatment and assessment notes, correspondence with you and your veterinary practice, and records of payments and invoices.

Website visitors

Our website collects limited technical information about your visit through cookies and similar technology. This is covered in section 9.

4. Why we use it, and our legal basis

Providing assessment and treatment

We use your contact details and your animal's information to arrange appointments, carry out assessments and treatment, and keep a record of care. Our legal basis is performance of a contract with you, and for the animal information, our legitimate interest in delivering safe and effective treatment.

Liaising with your veterinary practice

We correspond with the referring practice about your animal's assessment and progress. Our legal basis is our legitimate interest, and that of your veterinary practice, in coordinated clinical care. This is a normal and expected part of a referral.

Keeping clinical and business records

We keep records of treatment provided. Our legal basis is our legitimate interest in maintaining an accurate professional record, and compliance with our professional and insurance obligations.

Taking payment and keeping accounts

We process payment information to take payment and meet our accounting and tax obligations. Our legal basis is performance of a contract and compliance with a legal obligation.

Sending news and updates to pet owners

If you tick the box on our referral form, we will send you news and updates by email. Our legal basis is your consent. You can withdraw it at any time using the unsubscribe link in any email or by emailing us.

Contacting veterinary professionals about our services

We contact veterinary practices about our referral services and offers. Our legal basis is our legitimate interest in developing referral relationships with local practices. We have considered the impact on the individuals concerned and consider this a limited and expected form of business communication. You can object at any time and we will stop.

Website analytics

Where you accept them, we use analytics cookies to understand how people find and use our website. Our legal basis is your consent.

5. Who we share it with

We share personal information with the following, and only where it is necessary:

• Your referring veterinary practice, so that your animal's care is coordinated

• Horner Vets, where they are your referring practice or where treatment is provided in collaboration with them

• Merlin, our practice management software provider, which stores our client and patient records

• SumUp, which processes card payments on our behalf

• Heedly, which manages our website and email communications on our behalf, and Postmark, the email delivery service Heedly uses

• Squarespace, which hosts our website and processes form submissions

• Google, which provides our website analytics where you have consented

• Our accountants, insurers and professional advisers where necessary

We do not sell your information, and we do not share it for anyone else's marketing.

6. Where your information is stored

Your treatment records are held in Merlin, our practice management system, which stores data in the United Kingdom.

Some of our other suppliers, including Postmark, Squarespace and Google, process information outside the UK. Where that happens we rely on the safeguards recognised under UK data protection law, such as the UK International Data Transfer Agreement or an adequacy decision, so that your information is protected to the same standard.

7. How long we keep it

We keep treatment records for your animal's lifetime, and for seven years after we are told it has died. If we have had no contact about your animal for seven years, we delete the record at that point instead.

Accounting records are kept for six years after the end of the relevant financial year.

Marketing contact details are kept until you unsubscribe or object, and are then retained on a suppression list so we do not contact you again by mistake.

Enquiries that do not lead to treatment are deleted after two years.

8. Your rights

You have the right to:

• Ask for a copy of the personal information we hold about you

• Ask us to correct information that is wrong or incomplete

• Ask us to delete information, where there is no good reason for us to keep it

• Ask us to restrict how we use it while a concern is resolved

• Object to us using it, including for marketing, which we will always honour

• Ask us to transfer it to another provider in a portable format, where it was provided by you and is processed by automated means

• Withdraw consent at any time, where we rely on consent

To exercise any of these, email mail@hornercentre.com. We will respond within one month. There is no charge.

9. Cookies

A cookie banner appears when you visit our website until you make a choice. You can accept all cookies, decline all non-essential cookies, or manage your preferences. Once you have made a choice, the banner will no longer appear automatically on later visits. Essential cookies are needed to make the site work and cannot be switched off. Analytics cookies, provided by Squarespace and Google Analytics, only run if you accept them. You can change your choice at any time through the cookie settings on the site.

10. Complaints

If you are unhappy with how we have handled your information, contact us at mail@hornercentre.com. We will acknowledge your complaint within 30 days and tell you what we are doing about it.

You can also complain to the Information Commissioner's Office at ico.org.uk, or on 0303 123 1113. We would ask you to raise it with us first so we have the chance to put it right.

11. Changes to this notice

We may update this notice from time to time. The date at the top shows when it was last changed. If we make a significant change we will make that clear on our website.