Last updated: 8 October 2026

1. Introduction

At Physio4Animals, we respect your privacy and are committed to protecting your personal information.

This Privacy Policy explains how we collect, use, store, disclose and protect personal information when you visit our website, contact us, arrange an appointment or use our animal physiotherapy services.

We aim to process personal information fairly, lawfully and transparently in accordance with applicable UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations 2003 (PECR), as amended.

By using our website, you acknowledge that this Privacy Policy is available to explain how we handle personal information. Where consent is legally required, we will seek it separately.

2. Who We Are

Physio4Animals provides professional animal physiotherapy services, including equine physiotherapy, small animal physiotherapy, rehabilitation, remedial exercise and associated therapeutic services.

The practice is operated by Charlotte Baldwyn, a Chartered and Veterinary Physiotherapist.

Contact details:

Physio4Animals
36 Seaford Road
Wokingham
Berkshire
RG40 2EL
United Kingdom

Email: info@physio4animals.com
Telephone: 07771 737009
Website: https://physio4animals.com/

For personal information that we determine the purposes and means of processing, Physio4Animals acts as the data controller.

3. Information We Collect

We may collect and process the following categories of information.

3.1 Personal and Contact Information

When you contact us, request information or arrange an appointment, we may collect:

  • Your name.

  • Your email address.

  • Your telephone number.

  • Your postal address or appointment location.

  • Details of your enquiry.

  • Your preferred methods of communication.

  • Information you voluntarily provide during correspondence.

3.2 Animal and Treatment Information

Where you use our professional services, we may collect information relevant to the assessment, treatment and rehabilitation of your animal, including:

  • Your animal’s name, species, breed and age.

  • Relevant medical and veterinary history.

  • Details of injuries, conditions, surgery or rehabilitation requirements.

  • Information supplied by veterinary surgeons and other animal care professionals.

  • Assessment findings, treatment notes and rehabilitation plans.

  • Information about your animal’s progress and response to treatment.

  • Relevant photographs or videos where appropriate.

  • Details of appointments and previous treatment.

Animal medical information does not ordinarily constitute personal health information under the UK GDPR. However, treatment records may contain personal information identifying the animal’s owner, trainer or other individuals.

3.3 Website and Technical Information

When you visit our website, certain technical information may be collected automatically, including:

  • Internet Protocol (IP) address.

  • Browser type and version.

  • Device type and operating system.

  • Pages visited and interactions with the website.

  • Date and time of access.

  • Referring website addresses.

  • Security and diagnostic information.

This information may be collected through website logs, cookies and similar technologies.

3.4 Communications and Payment Information

We may maintain records of:

  • Email and telephone communications.

  • Appointment enquiries and arrangements.

  • Invoices and payment history.

  • Outstanding balances.

  • Complaints, feedback and service-related correspondence.

Where payments are processed by an external provider, payment information may also be handled by that provider under its own privacy arrangements.

4. How We Use Your Information

We use personal information only where there is a lawful basis for doing so.

Our principal purposes include:

Responding to enquiries: To answer questions, respond to requests and provide information about our services.

Managing appointments: To arrange, confirm, reschedule and administer appointments.

Providing physiotherapy services: To assess and treat animals, maintain treatment records and monitor rehabilitation.

Professional communication: To communicate with veterinary surgeons, referral practices and other relevant professionals where appropriate.

Administration and accounting: To maintain business records, issue invoices, manage payments and fulfil tax obligations.

Website operation and security: To maintain website functionality, detect malicious activity and investigate technical problems.

Improving our services: To evaluate feedback, address complaints and improve the quality of our service.

Legal and regulatory compliance: To meet applicable statutory, professional and regulatory requirements.

Marketing: To send promotional communications only where permitted by applicable law and subject to any consent requirements.

5. Legal Bases for Processing

Under the UK GDPR, we rely on one or more of the following lawful bases:

Contractual necessity: Processing necessary to provide services you have requested or to take steps before entering into a contract.

Legitimate interests: Processing reasonably necessary for operating our business, providing professional care, improving services, maintaining security and responding to communications, provided your rights and interests do not override those interests.

Legal obligation: Processing necessary to comply with legal requirements, including relevant accounting, taxation and recordkeeping obligations.

Consent: Processing for particular purposes where your freely given and informed consent is required, including certain marketing communications and non-essential cookies.

Vital interests: In exceptional circumstances, processing necessary to protect someone’s life.

Where we rely on consent, you may withdraw it at any time. Withdrawal does not affect the lawfulness of processing carried out before consent was withdrawn.

6. Veterinary Referrals and Professional Information Sharing

Providing safe and effective animal physiotherapy may require communication with your animal’s veterinary surgeon or other appropriately involved professionals.

We may share relevant information with:

  • Your animal’s registered veterinary surgeon.

  • Veterinary referral hospitals and practices.

  • Other animal healthcare professionals involved in treatment.

  • Insurance providers where you request information for a claim.

  • Other parties where disclosure is required by law.

Information sharing will be proportionate and limited to what is reasonably necessary.

We may request your permission before contacting third parties where appropriate. Where a separate lawful basis permits or requires disclosure, consent may not be necessary.

We do not sell client treatment records or personal information.

7. Contact Forms and Enquiries

When you submit an enquiry through our website, we collect the information entered into the contact form.

This generally includes your name, telephone number, email address and message.

We use this information to respond to your enquiry, communicate with you and, where relevant, arrange services.

Enquiries may be retained where reasonably necessary for administration, follow-up, dispute resolution or legal purposes.

Please avoid submitting unnecessary sensitive personal information through our general website contact form.

8. Cookies and Website Analytics

Our website may use cookies and similar technologies to support its operation, maintain security, remember preferences and understand website performance.

Where legally required, non-essential cookies and similar technologies will only be used after you have provided valid consent.

Further information is available in our Cookie Policy.

9. Third-Party Services

We may use trusted third-party providers to support our business and website, including providers of:

  • Website hosting and maintenance.

  • Website security and backup services.

  • Email and communications systems.

  • Contact form functionality.

  • Website analytics.

  • Accounting and payment processing.

  • Professional administration and recordkeeping.

Our website also includes links to, and may display content from, external services such as Facebook.

Some third-party content may collect information directly from your device, depending on your interaction with the service and your cookie preferences.

External providers may act as data processors or independent data controllers, depending on the circumstances.

Where providers process personal information on our behalf, we take reasonable steps to ensure appropriate contractual, organisational and technical protections are in place.

10. International Data Transfers

Some service providers may process or store information outside the United Kingdom.

Where personal information is transferred internationally, we will take steps required by applicable data protection legislation to ensure that the information receives appropriate protection.

These may include reliance on UK adequacy regulations, recognised contractual safeguards or other lawful transfer mechanisms.

11. How Long We Keep Personal Information

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including providing services, maintaining relevant professional records, complying with legal obligations and resolving disputes.

Retention periods depend on the type of record, the circumstances of the treatment and any applicable legal or professional requirements.

For example:

  • General enquiries may be retained for an appropriate period to enable correspondence and follow-up.

  • Appointment and treatment records may be retained for longer where necessary for continuity of care, professional accountability or legal claims.

  • Financial and accounting records will be retained for the period required by applicable tax and accounting legislation.

  • Website security logs will be retained according to operational and security requirements.

At the end of the relevant retention period, information will be securely deleted, anonymised or otherwise disposed of as appropriate.

12. How We Protect Your Information

We take reasonable technical and organisational steps to protect personal information against unauthorised access, alteration, disclosure, loss or destruction.

Such measures may include access controls, appropriate authentication, security updates, secure communications, backups and restrictions on access to confidential records.

However, no internet transmission, electronic communication or data storage system can be guaranteed to be completely secure.

If we become aware of a personal data breach, we will assess the circumstances and make any notifications required by applicable data protection law.

13. Your Data Protection Rights

Subject to applicable legal conditions and exemptions, you may have the right to:

  • Access: Request a copy of personal information we hold about you.

  • Rectification: Request correction of inaccurate or incomplete information.

  • Erasure: Request deletion of personal information in certain circumstances.

  • Restriction: Request that we limit certain processing.

  • Objection: Object to processing based on legitimate interests or for direct marketing.

  • Portability: Receive certain information in a structured and commonly used format.

  • Withdraw consent: Withdraw consent where processing is based on consent.

  • Challenge automated decisions: Exercise rights relating to qualifying solely automated decisions.

These rights are not absolute, and certain information may need to be retained for legal or professional reasons.

To exercise your rights, contact info@physio4animals.com.

We will normally respond to valid requests within one calendar month, subject to any lawful extension.

14. Marketing Communications

We may contact existing or prospective clients with relevant service information where permitted by law.

We will obtain consent where required and provide a straightforward means of opting out of direct marketing.

You may request that we stop sending marketing communications at any time by contacting us.

We will not sell your personal information to external marketing companies.

Service-related communications, such as appointment arrangements and treatment updates, are separate from promotional marketing.

15. Children’s Privacy

Our website is intended to provide information about animal physiotherapy services and is not specifically directed at children.

Where personal information relating to a child is provided as part of a legitimate service enquiry, we will handle it in accordance with applicable data protection legislation and any relevant safeguarding requirements.

16. External Websites

Our website may include links to third-party websites.

We are not responsible for the privacy practices, security or content of external websites that we do not operate.

We encourage visitors to read the privacy notices of any external services they use.

17. Complaints

If you have concerns about how we collect, use or protect your personal information, please contact us first so that we can investigate your concerns.

You also have the right to complain to the Information Commissioner’s Office (ICO), the UK’s independent data protection regulator.

Information Commissioner’s Office
Website: https://ico.org.uk/
Telephone: 0303 123 1113

18. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, technology, legal requirements or data handling practices.

The latest version will be published on our website with an updated revision date.

Where a material change requires additional notification or consent, we will take appropriate steps.

19. Contact Us

For questions about this Privacy Policy, your personal information or your data protection rights, please contact:

Physio4Animals
36 Seaford Road
Wokingham
Berkshire
RG40 2EL

Email: info@physio4animals.com
Telephone: 07771 737009
Website: https://physio4animals.com/