Last updated: 13 July 2026

Fantom Veterinary Physiotherapy respects your privacy and is committed to protecting your personal information.

This privacy policy explains how your information is collected, used, stored and shared when you visit this website, make an enquiry, book an appointment or use our veterinary physiotherapy services.

Bella Fantom, trading as Fantom Veterinary Physiotherapy, is the data controller responsible for the personal information described in this policy.

Email: fantomvetphysio@outlook.com
Telephone: 07796 527980
Website: fantomveterinaryphysiotherapy.com

For any questions about this policy or how your information is handled, please contact Fantom Veterinary Physiotherapy using the details above.

We may collect and process:

• Your name, address, email address and telephone number 
• Your animal’s name, age, breed, veterinary history and current condition 
• Details of your veterinary practice and veterinary surgeon 
• Referral forms, veterinary consent and relevant clinical information 
• Appointment, assessment, treatment and rehabilitation records 
• Home exercise plans and progress updates 
• Payment, invoice and insurance information 
• Messages, emails and other communications 
• Information submitted through the website contact form 
• Photographs, videos, reviews or testimonials where permission has been given 
• Technical website information, including your IP address, browser type and cookie preferences 
• Information needed to access your home, yard or stable safely 

Information about an animal is not normally personal information by itself. However, when it is connected with an identifiable owner, client or handler, it forms part of the client record.

Please only provide personal health or accessibility information about yourself where it is relevant to arranging a safe appointment.

Information may be collected:

• Directly from you when you contact us, complete a form or book an appointment 
• During an assessment or treatment session 
• From your veterinary surgeon or veterinary practice 
• From another professional involved in your animal’s care, with your knowledge or permission 
• Through the website, including contact forms, cookies and analytics tools 
• From an insurer where you are making an insurance claim 

Privacy information should normally be provided when personal information is collected. Where information is obtained from another source, such as a veterinary practice, it should generally be provided within a reasonable period and no later than one month. 

We may use your information to:

• Respond to enquiries 
• Arrange, confirm, change or cancel appointments 
• Obtain veterinary consent or referral information 
• Assess and treat your animal 
• Develop and monitor rehabilitation programmes 
• Provide home exercise plans and aftercare advice 
• Communicate with your veterinary surgeon and other relevant professionals 
• Process payments, invoices and insurance documentation 
• Maintain appropriate clinical and business records 
• Manage complaints, legal claims or insurance matters 
• Improve our services and website 
• Send marketing communications where you have agreed to receive them 
• Use approved photographs, videos or testimonials for education or marketing 

Under UK data protection law, we must have a lawful reason for using your information.

We use information where it is necessary to provide the services you have requested. This includes arranging appointments, maintaining treatment records, communicating about your animal and processing payments.

We may use or retain information where required for tax, accounting, insurance, regulatory or other legal purposes.

We may use information where it is reasonably necessary to operate and protect the business. This can include maintaining appropriate treatment records, preventing fraud, responding to complaints, improving services and establishing or defending legal claims.

We will only rely on legitimate interests where those interests are not overridden by your rights and interests.

We may rely on your consent for:

• Email or text marketing 
• Publishing photographs, videos, reviews or testimonials 
• Using non-essential website cookies 
• Sharing information where no other lawful basis applies 

You may withdraw your consent at any time. Withdrawal will not affect processing that took place before consent was withdrawn.

In a rare emergency, information may be used or shared where this is necessary to protect someone’s life or immediate safety.

The lawful basis must match the purpose for which information is used and should be identified within the privacy notice. Consent is not always required where another lawful basis, such as contract or legal obligation, applies. 

Relevant information may be requested from or shared with your animal’s veterinary surgeon to support safe, coordinated treatment.

This may include:

• The animal’s diagnosis and medical history 
• Medication and surgical information 
• Veterinary consent or referral details 
• Physiotherapy assessment findings 
• Treatment plans and progress reports 
• Concerns requiring further veterinary assessment 

Information will only be shared where relevant and appropriate.

Veterinary physiotherapy does not replace veterinary diagnosis or treatment.

Where necessary, information may be shared with:

• Your veterinary surgeon or veterinary practice 
• Your pet insurance provider 
• Hydrotherapists or other rehabilitation professionals involved in your animal’s care 
• Accountants, bookkeepers or professional advisers 
• Payment service providers 
• Website, email, cloud-storage and IT providers 
• Insurance providers and legal advisers 
• Professional bodies or registers 
• Regulators, courts, law enforcement or public authorities where legally required 

Website, email and digital services may include providers such as GoDaddy and Microsoft.

We do not sell or rent personal information to third parties.

Where an external provider processes information on our behalf, it must only use the information for the agreed service and apply appropriate security measures.

Photographs or videos of your animal will not be published for advertising, educational content or social media without appropriate permission.

Where consent is given, you may withdraw it for future use by contacting Fantom Veterinary Physiotherapy.

Withdrawal cannot always remove material that has already been printed, lawfully shared or republished by another person, but reasonable steps will be taken to stop further use under our control.

We will only send promotional emails or text messages where permitted by law.

You can unsubscribe at any time by:

• Using an unsubscribe option where provided 
• Replying and asking to be removed 
• Contacting Fantom Veterinary Physiotherapy directly 

Your contact details may still be used for non-marketing purposes, such as appointment reminders, treatment updates, invoices or important service information.

Electronic marketing and the use of cookies are governed by both UK data protection law and the Privacy and Electronic Communications Regulations. Individuals have an absolute right to object to their information being used for direct marketing. 

This website may use cookies or similar technologies to:

• Enable essential website functions 
• Maintain website security 
• Remember cookie preferences 
• Understand how visitors use the website 
• Measure website performance 
• Support embedded or third-party content 

Essential cookies may operate without consent where they are necessary for the website to function.

Where consent is required, analytics, advertising or other non-essential technologies will not be used until you have made a choice through the cookie banner.

You can change your cookie preferences or delete cookies through your browser settings.

Website operators must explain the cookies or similar technologies they use. Prior consent is generally required unless a relevant legal exception applies. 

Information will only be kept for as long as reasonably necessary for the purpose for which it was collected.

Our usual retention periods are:

• General enquiries: normally up to 12 months after the last communication 
• Client, assessment and treatment records: normally up to seven years after the final appointment 
• Invoices and financial records: for the period required by tax and accounting legislation 
• Insurance, complaint or legal records: until the matter has concluded and any relevant limitation period has expired 
• Marketing information: until you unsubscribe or withdraw consent 
• Photographs and videos: until they are no longer required or consent is withdrawn, where reasonably possible 
• Website and cookie information: according to the settings and retention periods of the relevant website provider 

Records may be retained for longer where required by an insurer, professional body, regulator, court order, ongoing complaint or legal claim.

UK data protection law does not prescribe one retention period for every type of information; businesses must decide and document periods based on necessity. Self-employed business and tax records must generally be retained for at least five years after the relevant 31 January tax-return deadline. 

Reasonable technical and organisational measures are used to protect personal information from:

• Unauthorised access 
• Accidental loss 
• Misuse 
• Alteration 
• Disclosure 
• Destruction 

Measures may include password-protected devices, secure digital systems, access controls, secure backups and confidential disposal of records.

Access is limited to people and service providers who reasonably require the information.

Some website, email, payment or cloud-service providers may store or process information outside the United Kingdom.

Where this occurs, we will use service providers that apply an appropriate legal safeguard for international transfers, such as an adequacy regulation, approved contractual protection or another lawful transfer mechanism.

Depending on the circumstances, you may have the right to:

• Ask for a copy of your personal information 
• Ask for inaccurate information to be corrected 
• Ask for incomplete information to be completed 
• Ask for information to be erased 
• Ask for processing to be restricted 
• Object to certain uses of your information 
• Request transfer of eligible information 
• Withdraw consent 
• Object to direct marketing 

These rights are not absolute, and legal or professional record-keeping requirements may mean that some information cannot be deleted immediately.

Requests should be sent using the contact details at the beginning of this policy. We may need to confirm your identity before releasing information.

UK GDPR rights include access, rectification, erasure, restriction, portability and objection, although which rights apply can depend on the lawful basis being used. 

Fantom Veterinary Physiotherapy does not use personal information to make solely automated decisions that have legal or similarly significant effects.

Please contact Fantom Veterinary Physiotherapy first if you have any concerns about how your information has been handled. We will aim to investigate and respond appropriately.

You also have the right to complain to the Information Commissioner’s Office:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Telephone: 0303 123 1113

The ICO is the UK supervisory authority responsible for data protection complaints. 

This policy may be updated when services, systems, legal requirements or business practices change.

The latest version will be published on this website with the updated date shown at the top.