Privacy Policy

Last updated: May 2025

Duncan's Dog Co. is a family-run dog daycare, boarding and collection service based in Cobham, Surrey, operating as a sole trader. We are the data controller for the personal information we collect from you. This policy explains what we collect, why, and what your rights are.

If you have any questions, email us at info@duncansdogco.com or call 07731 798 899.

1. What information we collect

We collect personal information when you use our enquiry form, contact us by email or phone, or use our services. This includes:

• Your name, email address and phone number
• Your home address and postcode (for collection route planning)
• Information about your dog: name, breed, age, temperament and health details
• Any other information you choose to share in messages or conversations with us

We do not collect payment card details through this website. Any payments are handled directly and separately.

2. How we use your information

We use the information you provide to:

• Respond to your enquiry and assess whether our service is a good fit for your dog
• Arrange and manage trial days, daycare bookings, puppy sessions and sleepovers
• Plan and coordinate collection and drop-off routes
• Contact you about your bookings, your dog's welfare and service updates
• Meet our legal obligations, including licensing requirements under the Animal Welfare (Licensing of Activities Involving Animals) (England) Regulations 2018

3. Legal basis for processing

We process your personal data on the following grounds:

• Contract performance: to provide the daycare and boarding services you have requested
• Legitimate interests: to respond to enquiries and manage our business operations
• Legal obligation: to comply with licensing and animal welfare regulations

4. Who we share your information with

We do not sell your personal information. We may share limited information with:

• Netlify: our website host, which processes enquiry form submissions on our behalf. Netlify is GDPR-compliant and processes data in accordance with their Data Processing Agreement.
• Our team members: staff involved in your dog's care will have access to the information needed to provide that care safely
• Emergency veterinary services: in the event of a medical emergency involving your dog, we may share your contact details and your dog's basic information with a vet

We will not share your information with any other third parties without your explicit consent, except where required by law.

5. How long we keep your information

We keep your information for as long as you are an active client and for a reasonable period afterwards, typically three years, in case of any queries or disputes. Information from enquiries that did not lead to a booking is held for up to 12 months. We will delete your information on request (see your rights below).

6. Your rights

Under UK GDPR, you have the right to:

• Access: request a copy of the personal data we hold about you
• Rectification: ask us to correct inaccurate or incomplete information
• Erasure: ask us to delete your data where there is no lawful reason to continue holding it
• Restriction: ask us to limit how we use your data while a concern is being resolved
• Objection: object to our use of your data where we rely on legitimate interests
• Portability: request your data in a structured, commonly used format

To exercise any of these rights, email info@duncansdogco.com. We will respond within 30 days.

If you are not satisfied with how we handle your data, you have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk or by calling 0303 123 1113.

7. Cookies and website data

We use Google Analytics to see how people find and use our website, and Google Ads to see which adverts lead to enquiries. We also use Microsoft Clarity, which records how visitors scroll and click so we can see where the website is unclear. It does not record what you type into forms. All three set cookies only if you choose Accept in the cookie notice. If you choose No thanks, the website works the same, and Google receives only basic signals that do not use cookies or identify you.

When you have accepted cookies and send us an enquiry, we share a scrambled copy of your email address and phone number with Google. This lets Google tell us whether the enquiry came from one of our adverts. The details are scrambled on your device before they are sent, and Google does not use them to show you adverts.

Our enquiry form also records the page you arrived on and the website or advert that sent you, so we know which of our marketing works.

We remember your cookie choice on your device so we do not ask again. You can change it at any time with Cookie settings at the bottom of every page.

8. Security

We take reasonable steps to protect your personal information from unauthorised access, loss or misuse. Our website is served over HTTPS and enquiry form data is transmitted securely through Netlify's infrastructure.

9. Changes to this policy

We may update this privacy policy from time to time. Any material changes will be noted at the top of this page with an updated date. Continued use of our services after changes are posted constitutes acceptance of the updated policy.

10. Contact

Duncan's Dog Co.
Cobham, Surrey
Email: info@duncansdogco.com
Phone: 07731 798 899