Privacy Policy

1. Introduction

We are committed to protecting the privacy and security of your personal data. This Privacy Notice describes how we collect and use your personal information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

We operate as a franchisee of Dial a Dog Wash and are registered as an independent data controller with the Information Commissioner's Office (ICO).

Business name: Dial A Dog Wash Windsor, Reading East and Surrounding Areas
Email and phone: Amelie.dialadogwash@gmail.com - 07756 917103

2. The Data We Collect About You

We may collect, use, and store different kinds of personal and animal data, including:

• Identity and Contact Data: Your name, home address (for mobile grooming visits), email address, and telephone numbers.
• Detailed Pet Records: Your dog’s name, breed, age, medical history (including skin conditions, allergies, or physical vulnerabilities), grooming history (including styles, blades used), and temperament or behavioural traits (e.g., aggression tendencies, anxiety).
• Enquiry data: Information you provide when filling out a contact or enquiry form on our website (including your name, email and message content)
• Transaction Data: Details about payments for grooming services and deposits such as dates, amount and payment types, although we never record or store card details
• Technical data: Internet Protocol (IP) address, browser type, time zone setting, operating system and platform used when visiting our website

3. Site visitation tracking and cookies

Our site uses tracking software and cookies to analyse site traffic, monitor performance and improve user experience.

Tracking data: we gather information on user interactions, such as general location, browser type and device information, without identifying individuals.

Cookies: these are small files stored on your device to help understand visitor behaviour and improve functionality. You may disable cookies through your browser.

4. How We Use Your Personal Data

Under GDPR, we must have a valid legal reason to process your personal data. We rely on the following bases:

Performance of a contract:

• Completing the groom at your chosen address
• To respond to customer enquiries, quotes and messages submitted via our website contact form or via text messages, Messenger and WhatsApp
• Managing your appointments and sending automated updates via Timely.
• Tailoring the grooming process safely to your dog's age, health, and temperament, to perform a safe groom

Legal obligations:

• Keeping accurate records for business accounting and tax obligations.

Legitimate interests:

• To effectively manage our business, protect our staff and handle legal or administrative disputes

5. Data Sharing within the Franchise

By using our mobile grooming services, you acknowledge and agree that your data may be shared under strict conditions with Dial A Dog Wash Head Office for dispute resolution, complaints or administrative support, ensuring compliance with our legitimate business interests.

We will not sell or share your data with external marketing third parties.

6. Card Payment Processing Security

All in-van credit and debit card payments are handled securely using a NatWest Tyl card payment machine, using automatic, secure end-to-end encryption (E2EE) to safeguard cardholder data and ensure PCI-DSS security compliance meaning we do not capture or store raw card numbers.

7. Data Security

We employ security measures including multi-factor authentication (MFA) for booking systems and encrypted mobile devices to protect your data.

8. Data Retention

We will only retain your data for as long as necessary to fulfil the purposes we collected it for. If you do not book a service with us for a period of 3 years, your personal information and associated pet histories will be securely deleted from our databases.

9. Your Legal Rights

Under the UK GDPR, you have the right to request access to, correction of, or erasure of your personal data.

Where our processing is based strictly on your consent you have the right to withdraw your consent at any time. Please note that withdrawing consent does not affect the lawfulness of processing based on consent before its withdrawal, nor does it apply to data we are legally or contractually obligated to retain (such as accounting records, active service bookings or pet safety logs).

If you wish to exercise any of these rights, or if you have any questions about this privacy notice, please contact us directly via our business phone number or email.

If you are unhappy with how we have handled your data, you have the legal right to raise a complaint at any time with the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues.

We would however appreciate the chance to deal with your concerns before you approach the ICO, so please contact us in the first instance.