TAYLOR VETS

Privacy Policy

Taylor Vets Privacy Notice

Last updated: 8 November 2026.

This privacy notice tells you how Taylor Vets will collect and process your personal data if you register as a client, purchase our services and products, use our website, and use your online account.

Our contact details

Addresses & Phone Numbers:
Brackley Practice
Yard Vets LTD t/a Taylor Vets, 30 Market Place, Brackley, NN13 7DP
Phone: 01280 733800

Middleton Cheney Practice
TMJ Middleton Cheney LTD t/a Taylor Vets, Units 1 and 2, Burgess Farm, Middleton Cheney, Banbury, OX17 2NE
Phone: 01295 233555

Towcester Practice
Castle and Niall Veterinary Services Limited t/a Taylor Vets, The Bell Plantation, Watling Street, Towcester, NN12 6GX
Phone: 01327 354477

Email: admin@taylor.vet

About Us

Taylor Vets are independent veterinary practices in Brackley, Middleton Cheney and Towcester. We protect the health and well-being of your pets, offering a range of services that include diagnosing and treating sick and injured animals, advising owners on appropriate pet care, and providing a range of care-related products for purchase.

Who to contact regarding your personal data?

We take your privacy seriously. Our Data Protection Manager John Taylor looks after data protection and would be happy to answer any of your questions about this privacy notice and how Taylor Vets uses your data. John can be contacted directly at john@taylor.vet or on 01280 733800.

The personal data we collect and process

There are five main ways we process the personal data you provide. We endeavour to keep this information accurate and up to date, and not keep it longer than is necessary.

1. To administer your account as a clinic client

To provide our service effectively and ensure the best possible care for your pet, we need to collect and process the following personal data when we register you as a client.

Personal data type	How the data is collected
First name, Last name	As part of registering to be a client
Address	As part of registering to be a client
Phone number (normally a mobile)	As part of registering to be a client
Email address	As part of registering to be a client
Sign-in log, internet (IP) address, what you send us, and notification settings	When you use your online account (see section 5)

This personal data will be used for the following services and purposes:

To administer your account and provide the products and services you have requested from us. For example, invoicing, calling to change an appointment and to keep a record for legal and accounting purposes.

To inform you by email of service information about the practice. For example, notification of seasonal opening times or changes to out-of-hours availability.
If you have pet insurance and you wish to make a claim, we will pass on your pet’s clinical history with your name and address to your insurance company to allow them to process your claim.
Our claims team keep their own record of each insurance claim they handle for you: what stage it is at, who is dealing with it, when to follow it up with your insurer or you, and their notes. Only our staff see it, and we keep it for 2 years after the claim is finished.
Before we agree to claim directly from your insurer, our claims team check your pet’s clinical history, including any records from other practices, for anything your insurer might treat as a condition your pet had before your policy started. An AI service, Claude, made by Anthropic, helps by reading the history for us. We send Anthropic your pet’s history and your policy’s dates. We take your name and contact details out of our own notes first; documents on your pet’s record, such as other practices’ records and forms you’ve signed with us, go as they are, so they may include your name and contact details. Anthropic reads it only on our behalf, may do so in the USA under the safeguards UK law requires, and doesn’t use it to train its models. A member of our claims team always reads what it finds, and we make the decision.

If we take a blood sample from your pet, we send the sample to our supplier and provide your surname and address for identification purposes only.

If you decide to purchase our healthcare plan and pay by direct debit, you will also need to provide bank account details to set up and confirm your direct debit. We do not retain this information once your direct debit is confirmed.

2. To send you marketing communications as a client of this clinic.

We send all our clients the following marketing communications:

Reminders for your pet’s; appointments and procedures; health assessment and vaccinations; six monthly health checks; dental checks and blood testing appointments
Reminders for purchasing and administration of preventative healthcare treatments.
News information on animal welfare, like top tips for exercise and health checks you can do yourself.
Promotions and the latest related product offers.

Clients find these communications useful in administering care to their pets and to keep up to date with what is going on at the clinic. They are only sent to existing clients who can opt-out at any time.

The personal data that we process for these communications is first name, email address and mobile phone number.

We would like our clients to enjoy these communications, so it is important to note that you can opt-out at any time by:

Replying to our email with Unsubscribe/Opt-Out in the subject heading
Calling our team at the clinic on 01280 733800.
Dropping into the surgery and speaking to a member of our team.

There will be occasions where we will need to ask for your consent to share your personal data with a 3rd party:

If you would like your pet to be referred to a specialist veterinary surgeon, we will provide them with your pet’s clinical history with your name and address to enable them to confirm your referral appointment.
Should you wish to move to an alternative veterinary surgery, we will provide your pet’s clinical history with your name and address to your new vets before closing your account.
Should you wish to microchip your pet, we register your name, address and contact number with the microchip provider.

Taylor Vets will not pass on your personal data to any third parties without your consent unless the law requires us to do so. We do not provide any personal data to the suppliers of the medicines we administer or the pet care products we sell.

3. Links to other websites

Our site contains links to and from the websites of our third-party service providers and if you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. We recommend that you check these policies before submitting any personal information to these websites.

4. When you use our website www.taylor.vet

When someone visits www.taylor.vet we use a third-party service, Google Analytics, to collect standard internet log information and details of visitor behaviour patterns. We do this to find out things like the number of visitors to the various parts of the website. This information is processed in a way which does not identify anyone.

We use cookies, which are small text files that are placed on your computer when you visit. We do this to make our website work more efficiently and to promote our news, products and services on social media.

Taylor Vets uses a third-party service to help maintain the security and performance of our website. To deliver this service it processes the IP addresses (a number assigned to each of your devices connected to the internet by your broadband provider) of visitors to the Taylor Vets website.

We provide contact forms on our website and collect users’ personal information to help them complete certain tasks. Each form details the information required and an explanation of what the form is for. For general enquiries, once an enquiry has been dealt with, the data is deleted in line with Taylor Vets procedures.

5. Your online account

You can set up an online account at my.taylor.vet. It shows what’s due for your pets, your appointments and your health plan. You can also book, move or cancel appointments, keep your own and your pets’ details up to date, add a photo of each pet, add a new pet, send us messages, with photos or a video if they help, ask us to make an insurance claim, and add the day each pet came home.

Registering as a new client. If you’re new to us, you can register online at my.taylor.vet. You choose your branch and give us your name, address, mobile number, email address, how you’d like us to contact you and your pets’ names. We send a code to your mobile and another to your email to check they’re yours. We then look for a record we may already have for you: one with your mobile number or email address, or at your postcode with a surname like yours or a pet of the same name. If there isn’t one, we make your client record, as our team would at the practice, and your online account. If there may be, we don’t: our team at the branch you chose check and get in touch.

What it shows you. Your online account shows information that’s already on your records with us. That means your name, address, email address and mobile number. It also shows your pets’ names, species, breed, sex, date of birth, microchip number and weight, what’s due, your appointments, your health plan, and your invoices from the last 2 years with what’s been paid on them. It reads these from our practice records each time you look and doesn’t keep its own copy.

Changing your details. You can change your address, mobile number, email address and how you’d like us to contact you, and your pets’ name, date of birth, breed, sex and microchip number. You can also add a new pet, tell us a pet has died or been rehomed, and answer our travel questions about your dog. If you give us a new pet’s microchip number, it goes in a note for our team, who scan the chip at your pet’s first visit before adding it to the record. A microchip number you give for a pet already on your record goes straight onto it, with a note that you entered it and we haven’t scanned it. These go straight onto your records, with a note of what changed, when, and that it came from your online account, so our team can see it. Before we change your mobile number or email address, we send a code to the new one to check it’s yours, and afterwards we tell the old one that it has changed. Your travel answers also record whether your dog may have come from, lived in or visited a country where the infection Brucella canis is common, so our team knows when to take extra care. A change to your name, and anything else, still goes to our team, who update your records.

Moving or cancelling an appointment. You can move an appointment to another free time at the same branch, or cancel it, up to 24 hours before it. Our diary then shows it at its new time, or no longer shows it, just as if our team had changed it. We keep a copy of the appointment as it was, add a note to your record of what changed and that you changed it in your online account, and email you to confirm.

Gotcha days and cards. You can add the day each pet came home to you, its gotcha day. We keep it in your online account only, not on your pet’s record. We email you a card from all of us on your pet’s gotcha day, and on its birthday once you’ve confirmed its date of birth in your online account. We don’t send a card if your pet has died, been rehomed or gone missing, if we’ve had no visit or word about your pet for 18 months, for a few weeks after a pet of yours has died, or if your record is set not to receive marketing from us. Every card has a link to stop them, for that pet or all your pets, and you can stop them on your pet’s page at any time.

Paying online. If you pay an invoice from your online account, you pay on the secure page of Blink, our card payment provider. Blink takes your card details, and we never see them. To set up the payment we give Blink your name, your email address (or your mobile number, if we don’t have an email address), the invoice number (or, for an insurance claim or a direct claim, your pet’s name) and the amount. When Blink confirms you’ve paid, we record the payment on your invoice, as we would if you paid at the practice. For a direct claim, the claim fee goes on an invoice of its own, and your excess and any co-payment go on your account with us, towards your pet’s treatment.

Your pets’ photos. If you add a photo of your pet, we keep it on your pet’s record, where our team see it too. We take the location, date and camera details off it first.

Messages, photos and videos you send us. A message you send from your online account, with any photos or video, reaches the team at your branch in our messaging system. We take the location, date and camera details off photos and videos first. We keep them as we keep our other messages with you, and save anything that matters for your pet’s care to their clinical record. When we reply, we tell you by notification, or by email or text if notifications aren’t on; the reply itself is only in your account. Please don’t use messages for emergencies: call us.

Ordering medicines and diets again. You can order again a medicine or prescription diet we’ve supplied for your pet in the last 12 months. Your order goes to our ordering system, the one our team use for repeat orders, with your pet, what you’d like, how many, the branch you’ll collect from and any note you add. Where a medicine needs it, a vet checks the order first, as for an order from the QR code on a label. We text you when it’s ready to collect, and you pay when you collect it.

Letting someone else use your account. You can let up to 3 people, such as a partner, a family member or a pet sitter, use your online account with their own mobile number or email address. They see everything in your account, including your messages with us and your invoices, and can book, move or cancel appointments, pay, send us messages and update your pets’ details. They can’t change your details or your health plan, start an insurance claim, or add anyone else. We send them an invitation with a link, and a code to their own mobile or email to check it’s theirs, and we tell you on your own mobile and email that you’ve added them. You can remove them, and they can stop, at any time. We note on your records when someone is invited, joins or is removed.

Your pet’s insurance. You can send us a photo or PDF of your pet’s insurance schedule or certificate. An AI service, Claude, made by Anthropic, reads it for us, and you check every detail before it goes on your pet’s records: your insurer, policy number, cover dates, excess, any co-payment and anything your policy excludes for your pet. We send Anthropic only the document itself, as a fresh copy without anything else the file carried. Anthropic reads it on our behalf, may do so in the USA under the safeguards UK law requires, and doesn’t use it to train its models. We keep the document on your records. You can type the details in instead.

Insurance claims. You can ask us to make a claim on your pet’s insurance for visits in the last 12 months. You tell us which visits, your insurer and policy number, and whether your insurer should pay us or you, and you agree to us sending your pet’s clinical history and those invoices to your insurer for that claim. If you send a photo or scan of your part of the claim form, we make a fresh copy of it, without anything else the file carried, and keep it on your records with a note of your request, as we keep claim forms you give us at the practice. Your request goes to the person who makes claims at your branch. A new claim has a claim fee unless your pet is on a health plan, and a claim that continues one we’ve already made doesn’t. You pay it on Blink’s secure page (see “Paying online”).

Direct claims. Before an operation or procedure, you can ask us to claim from your insurer directly. You tell us which policy, what the treatment is for, when it is and any other vet practices your pet has been seen at, and you accept our direct claim agreement. Our claims team then check your policy with your insurer, sending them your name, address, policy details and your pet’s clinical history so they can pre-authorise the treatment, and may ask the other practices you named for your pet’s history. If we approve it, you pay your excess, any co-payment and, unless your pet is on a health plan, our claim fee online (see “Paying online”), and we make the claim with your insurer.

How you sign in. There are no passwords. We send a 6-digit code to the email address or mobile number on your records. When you first join, we check both: the invitation goes to one and the code to the other. If we only have one of them, we also ask for your postcode and a pet’s name. If your email address or mobile number is also on another client’s records, we can’t use it to sign you in. Use your other one, or call us.

What we keep, and for how long.

Your account: when you set it up, when you last signed in, which of our client records it shows, the version of this notice you accepted, and the date you last opened it as an app from your home screen, if you do (so we don’t offer to add it again). We keep it while you use it. If you don’t sign in for 2 years, we’ll email you, then close and delete it a month later unless you sign in. We also close it if you stop being our client. If you ask us not to invite you, or your account closes because you didn’t use it or asked us to close it, we keep a note of your client number so we don’t invite you again.
People you let use your account: their name, how you know them, a scrambled form of their mobile number or email address (never the number or address itself), and when they were invited, joined and were removed: until 30 days after they stop using your account or their invitation runs out, and never after your account closes. Their invitation and codes are kept like your own.
A log of each sign-in and what you do in your account, with your device’s internet (IP) address: 12 months. We keep it to protect your records and to look into any misuse.
What you send us, such as travel answers, a change to your details or your pets’ details, or telling us our records are wrong: 12 months. Changes to your contact details and your pets’ details go straight onto your records, and we keep a log of what each one was before. Anything our team needs to act on goes to your branch as a task in our task system, where it stays with their other work. All of these then become part of your records (see “How long do we process your data for?”).
Appointments you move or cancel: a copy of each one as it was, with what changed and when: 12 months. The note on your record stays with the rest of your records.
Codes, sign-in links and the record that keeps you signed in: stored scrambled, so nobody can read them back. Codes are deleted after a day, and links and sign-ins 30 days after they expire.
Registering online: your answers while you register, until it’s done (2 days at most), and the two codes, scrambled. After that, only whether we made your record or found one that may be yours.
Notifications, if you turn them on: the address your browser gives us for sending them, and its security keys. These say nothing about you. We delete them when you turn notifications off, sign out on that device, your browser tells us they no longer work, or your account closes.
Gotcha days and cards: each pet’s gotcha day, the date of birth you confirmed, when you last confirmed your pet’s details, whether you’ve stopped the cards, and when we last sent each card: while your account is open. We delete them when your account closes.
Online payments: for each payment you start, the invoice, the amount, Blink’s reference for it and whether it was paid: 12 months, even if your account closes. Never your card details. The payment itself stays on your invoice, like any other.
Messages you send us: a note of each one (when, about which pet, how many photos) and of when we told you about a reply: 12 months. The messages, photos and videos themselves are kept in our messaging system, as our other messages with you are. A video waits on our server until it’s ready for our team: a few minutes, or a day at most if you don’t send its message.
Orders for medicines and diets: what you ordered, for which pet, how many, where you’ll collect it, any note you add, and what our ordering system answered: 12 months, even if your account closes. The order itself is kept in our ordering system with our other orders.
Feedback you send us from your online account: what you tell us, how easy you found it, your answers to our first-week questions, and a screenshot if you add one, with the page you were on, the type of phone or browser you were using, and what you did in your account just before (from the log above): 12 months. We use it only to put problems right and to make the online account better.
Insurance details you add: what we read from your document and what you confirmed: 12 months. The document waits on our server only until it’s on your records: a few minutes, or a day at most if you don’t save it or it also names another of your pets.
Insurance claims you ask us to make: the pet, the invoices, your insurer and policy number, whether your insurer pays us or you, any note you add, when you agreed to us sending your records, and the claim fee’s Blink reference: 12 months, even if your account closes. A claim form you send waits on our server only until it’s on your records: a few minutes, or 2 days at most if your request isn’t finished.
Direct claim requests: what you asked for, the policy, what you agreed to and when, our claims team’s decision and who made it, and your payment: 12 months, even if your account closes. The claim itself becomes part of your records (see “How long do we process your data for?”).

We don’t store your email address or mobile number in your account. We look them up on your records each time you sign in, so a change you give us applies at once. Copies in our backups are deleted on a rolling cycle, all within 7 months.

Why we use your information. We run your online account to provide the veterinary services you’ve asked us for and to manage your account with us (our contract with you). We keep the sign-in log to keep your records secure, which is in our legitimate interests and yours. We make an insurance claim, or arrange a direct claim, because you ask us to (our contract with you), and send your records to your insurer only for the claim you agreed to. We send birthday and gotcha-day cards because we think you’ll like them (our legitimate interests), only while your record allows marketing emails from us, and stop as soon as you tell us. We let someone use your account because you ask us to (our contract with you), and with theirs once they accept. We keep the feedback you choose to send us to put problems right and improve the online account (our legitimate interests).

Who else sees it. Twilio sends our texts and Amazon Web Services sends our emails, on our behalf. They see only your mobile number or email address and the message itself. Twilio keeps each text, with its words, for 13 months. Any sign-in code or link in a text stops working long before that. Both are US companies and may process this in the USA, under the safeguards UK law requires. If you send us an insurance document, Anthropic reads it for us (see “Your pet’s insurance”). If you ask us to make an insurance claim, we send your pet’s clinical history and the invoices you chose to your insurer, as we would if you asked us at the practice. If you ask for a direct claim, your insurer, and any other practice you named, receive what they need for it (see “Direct claims”). Your insurer decides what it does with them, under its own privacy notice.

Notifications travel through your browser’s own notification service: Google for Chrome and Android, Apple for iPhone, iPad and Safari, Mozilla for Firefox and Microsoft for Edge. They’re encrypted, so these companies can’t read them, but they can see when one is sent to your device. They may also process this in the USA, under the same safeguards.

If you pay online, Blink sees what we give it to set up the payment, and your card details (see “Paying online”).

Messages about your account. We send invitations, codes and confirmations about your account by email and text. Texts come from the name TaylorVets and can’t be replied to. To contact us, call your branch. Codes and confirmations are service messages, so we send them even if you’ve opted out of marketing from us. Invitations are different: we don’t send them if your record is set not to receive marketing from us, and every invitation lets you tell us not to invite you again. You can also ask us not to invite you, or to close your account, at any time by calling your branch.

Notifications. You can turn on notifications in your online account. We then send that phone, tablet or computer reminders when something is due for your pets, and useful information from the practice. They come as well as our texts and emails, not instead of them. They can show on your lock screen, so we keep them short and never put anything clinical in them. We send them because you asked for them (your consent). You can turn them off at any time in your account or in your browser’s settings. Signing out on a device turns them off there, and signing in again to the same account on that device turns them back on.

Cookies. Your online account uses three cookies, all needed to sign you in and keep you signed in. They’re sent only to my.taylor.vet, and scripts can’t read them. Because all three are strictly necessary, the account pages show no cookie banner. It uses no analytics or advertising cookies, and its pages don’t load Google Analytics.

Cookie	What it’s for	How long
__Host-tv_portal	Keeps you signed in, and checks that forms you send came from our pages	Until you sign out, or after 30 days without use (180 days at most)
__Host-tv_portal_code	Remembers that you’re part way through signing in	15 minutes
__Host-tv_portal_done	Shows a one-off “thank you” after you send us something	10 minutes

Your online account also keeps a few things in your browser, each only after you choose it, and none of them is sent to us. If you turn on notifications, your browser keeps a small script from us that shows them, until you turn them off or sign out on that device. It also keeps a short code for your account, which doesn’t say who you are, until you turn notifications off, so that signing in again on that device turns them back on. If you say “Not now” to our offer to add your account to your home screen, or to turn on notifications, your browser remembers that for 30 days so we don’t ask again sooner.

Your rights. You have the same rights over this information as over the rest of your records (see “Your rights as a data subject”). You can correct your contact details and your pets’ details yourself in your online account.

If someone has added you to their account. We use your name and your mobile number or email address only to invite you and sign you in. You can stop using their account at any time, and we delete these 30 days after you stop, or after your invitation runs out if you don’t accept.

Disclosure of personal data to our service providers

We may pass on your personal data to service providers contracted to Taylor Vets in the course of dealing with you. They act as a data processor on our behalf and are obliged under contract to keep your details secure, and only use them to fulfil the services they provide on our behalf. When they no longer need your data to fulfil this service, they dispose of it in line with Taylor Vets procedures. These include Twilio and Amazon Web Services, which send our texts and emails, Blink, which takes card payments for us, and the companies that host our website and servers.

How long do we process your data for?

Taylor Vets is required to retain information in accordance with the law, such as information needed for income tax and audit purposes.

In order to comply with our professional liability insurance, we keep and securely store past clients records for seven years. This includes full name, address, email address and telephone number, but excludes bank account details.

We will only process your personal data whilst you are a client. After one year and six months of inactivity we will email or call clients to prompt them to see if they wish to remain as a client. After two years we will write to or call clients again. If there has been no activity for two years and six months and no response to our enquiries, we will close the client’s account and archive the data.

Your online account: see section 5.

Your rights as a data subject

At any point while we are in possession of or processing your personal data, you the data subject, have the following rights:

Right of access – you have the right to request a copy of the information that we hold about you.

You can do that by visiting www.taylor.vet or by calling 01280 733800. If we do hold information about you, we will:

give you a description of it;
tell you why we are holding it
tell you who it could be disclosed to; and
let you have a copy of the information in an intelligible form.

Please note that you will need to provide proof of identity – a current passport or driving licence.

Right of rectification – you have a right to correct data that we hold about you that is inaccurate or incomplete.
Right to be forgotten – in certain circumstances you can ask for the data we hold about you to be erased from our records.
Right to restriction of processing – where certain conditions apply to have a right to restrict the processing.
Right of portability – you have the right to have the data we hold about you transferred to another organisation.
Right to object – you have the right to object to certain types of processing such as direct marketing.
Right to object to automated processing, including profiling – you have the right not to be subject to decisions based solely on automated processing, including profiling, that have legal or similarly significant effects on you.
Your online account – you can close it at any time by calling your branch.
Right to judicial review: in the event that Taylor Vets refuses your request under rights of access, we will provide you with a reason as to why. You have the right to complain as outlined below.

Call Recording

All calls are recorded for training and monitoring purposes. Recordings will be stored electronically in an external secure environment and will automatically be deleted, in line with the Retention Policy, within 90 days. If you would like a copy of our Call Recording Policy please email the Data Protection Manager at admin@taylor.vet

Complaints

We take the processing of your personal data very seriously. If you have any concerns about our use of your personal information, you can make a complaint to us at Data Protection, Yard Vets Limited, Taylor Vets, 30 Market Place, Brackley, NN13 7DP or TMJ Middleton Cheney LTD, Units 1 and 2, Burgess Farm, Middleton Cheney, Banbury, OX17 2NE, or Castle and Niall Veterinary Services Limited, The Bell Plantation, Watling Street, Towcester, NN12 6GX

If you are still not happy with how your personal data is being processed by or how your complaint has been handled, you also have the right to lodge a complaint directly with the Information Commissioners Office at https://ico.org.uk/make-a-complaint/ or by calling 0303 123 1113.