This policy explains what personal information Katie’s Pet Services collects about you, why we collect it, who we share it with and what rights you have over it. It covers our website, our salon, our booking system and our VIP Membership.

1.Who we are

Katie’s Dog Grooming Ltd is the data controller for the information described in this policy. We are based at 32 High Street, Coningsby, Lincolnshire, LN4 4RA.

Where your appointment or membership is with our sister salon, The Lincoln Dog Groomer Ltd, that company is the controller for your information and this policy applies in the same way. Your booking confirmation will tell you which salon you are dealing with.

You can contact us about anything in this policy by email at katie@kts-grooming.co.uk, by phone on 01526 000000, or by post at the address above.

2.What we collect

When you contact us or book an appointment

• Your name, email address, phone number and postal address.
• Your dog’s or cat’s name, breed, age, size and coat condition.
• Health, behaviour and welfare information about your pet that you tell us, or that we observe during grooming — for example skin conditions, sensitivities, or how they cope with handling.
• Your appointment history, the services provided and any notes our groomers make.
• Photographs of your pet taken during or after grooming.

When you apply for VIP Membership

• Everything listed above, plus your chosen grooming frequency and preferred payment date.
• A record that you accepted the membership terms, and when.
• Your monthly membership amount and payment history.

We never see or store your bank details. Direct Debit mandates are completed on a secure page hosted by GoCardless, who handle that information directly.

Automatically, when you use our website

• Your IP address, browser type and the pages you visit.
• Information collected through cookies — see section 6.
• If you visit the salon, CCTV images and audio — see section 7.

Marketing

Where you have separately ticked to receive them, we hold your name and email address to send occasional updates and offers. This is always optional and never bundled into another consent.

3.Why we use it, and our lawful basis

What we use it for	Lawful basis
Booking, managing and delivering your appointments	Performance of a contract
Working out and collecting your VIP Membership payments	Performance of a contract
Contacting you about your appointment or membership	Performance of a contract
Keeping grooming records so we can care for your pet safely and consistently	Legitimate interests — running the salon safely and keeping accurate records
Sending you photos and a grooming report after each visit	Legitimate interests — service quality, and something customers expect from us
Keeping accounting and VAT records	Legal obligation
Answering enquiries sent through our website	Legitimate interests — responding to people who contact us
Sending marketing emails	Consent — which you can withdraw at any time
Using photos of your pet on social media or our website	Consent — we ask first, and you can say no or change your mind
Website analytics and improving the site	Consent, through the cookie banner

Where we rely on legitimate interests, we have considered whether our interest is outweighed by your rights and concluded it is not. You can ask us to explain that assessment, and you can object — see section 9.

4.Who we share it with

We do not sell your information to anyone. We share it only with the following:

Who	What for
MoeGo	Our booking and salon management system. Holds your contact details, pet details and appointment history.
GoCardless Ltd	Processes VIP Membership Direct Debits. Holds your name, email and bank mandate. Authorised and regulated in the UK.
your website host	Hosts our website and email. Website form submissions are stored on their servers.
Google	Website analytics and the map on our contact page, where you have accepted analytics cookies.
Our accountants and HMRC	Accounting, VAT and tax obligations.
Your vet	Only if there is an urgent welfare concern about your pet, or with your agreement.

Each of these acts on our instructions under a written agreement, and cannot use your information for their own purposes. We may also disclose information where we are legally required to, or to establish or defend legal claims.

Some of these providers may process data outside the UK. Where they do, appropriate safeguards are in place, such as the UK International Data Transfer Agreement or an adequacy decision.

5.How long we keep it

Information	Kept for
Customer and pet records, appointment history	Up to 6 years after your last appointment
VIP Membership records and payment history	6 years after the membership ends, for accounting and tax
Website enquiry messages	2 years, then deleted
Marketing contact details	Until you unsubscribe, or 3 years without engagement
Grooming photographs	Up to 3 years, or until you ask us to remove them
Website analytics	Up to 14 months

The six-year periods reflect HMRC record-keeping requirements and the time limit for bringing most contract claims.

6.Cookies

Our website uses cookies. Strictly necessary cookies — the ones that make the site work, remember your cookie choice and keep forms secure — are set automatically, as the law allows.

Analytics cookies, which tell us how the site is used, are only set if you agree through the cookie banner. You can change or withdraw that choice at any time using the cookie settings link, or by clearing cookies in your browser.

The map on our contact page is embedded from Google and loads content from their servers.

7.CCTV in the salon

We operate CCTV at 32 High Street. It is in place to protect the welfare of the animals in our care, the safety of our staff and customers, and the security of the premises. Signs are displayed at the entrance so you know before you come in.

Our cameras currently record audio as well as video. That means conversations taking place in the salon may be recorded. Our lawful basis is our legitimate interest in animal welfare, staff safety and security, and we keep the use under review.

CCTV footage is stored securely and access is limited to the salon owner and, where necessary, the manager. It is normally kept for no longer than 30 days and then overwritten automatically, unless it is needed for a specific incident, insurance claim or legal matter.

We do not share footage with anyone except the police or another authority where we are lawfully required to, our insurers in connection with a claim, or where it is needed to establish or defend a legal claim.

You have the right to request a copy of CCTV footage of yourself. Email katie@kts-grooming.co.uk with the date, approximate time and a description so we can find it. We may need to obscure other people in the footage before releasing it.

8.How we keep it safe

• Our website uses an SSL certificate, so information you send through it is encrypted.
• Access to customer records is limited to staff who need it to do their job.
• Accounts are protected by passwords and, where available, two-factor authentication.
• Payment details are handled entirely by GoCardless. We never hold them.

No system is completely secure, but if a breach occurs that is likely to risk your rights and freedoms, we will report it to the ICO within 72 hours and tell you where we are required to.

9.Your rights

Under UK data protection law you have the right to:

• Be informed about how we use your information — that is what this policy is for.
• Access a copy of the information we hold about you.
• Rectification — have inaccurate information corrected.
• Erasure — ask us to delete your information, where we have no overriding reason to keep it.
• Restrict processing in certain circumstances.
• Data portability — receive your information in a portable format.
• Object to processing based on legitimate interests, and to direct marketing at any time.
• Withdraw consent where we rely on it, without affecting anything done before.

To exercise any of these, email katie@kts-grooming.co.uk. We will respond within one month. There is no charge, unless a request is clearly unfounded or excessive. We may ask you to confirm your identity first.

10.Complaints

If you are not satisfied with our response, or you would rather go straight to the regulator, you can complain to the Information Commissioner’s Office:

• Website: ico.org.uk/make-a-complaint
• Helpline: 0303 123 1113
• Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

Complaining to us first does not affect your right to complain to the ICO afterwards.

11.Children

Our services are aimed at adults. We do not knowingly collect information about anyone under 16 through our website. If you believe we hold information about a child, please contact us and we will delete it.

12.Changes to this policy

We may update this policy from time to time. The date at the top shows when it was last changed. Where a change materially affects how we use your information, we will tell you directly rather than relying on you noticing.