Privacy Policy

Last updated: 25th August 2017.

At Cloud 9 Vets Limited (we, us, Cloud 9 Vets), we understand that your privacy is very important to you. That’s why we are committed to protecting and respecting the privacy of all the users of our App. Our Privacy Policy, which is set out below, explains the basis on which any data we collect from you, or that you provide to us, will be processed by us. Please read the following carefully to understand our views and practices regarding the data and how we will treat it. When you use, and provide information to us via our App, you are accepting and consenting to our processing of your information in accordance with your Sub-Contractor/Vet Associate Agreement, this Privacy Policy, our Cloud 9 Vets End User Licence (available in-app). For the purpose of the Data Protection Act 1998 (the Act), the data controller is Cloud 9 Vets Limited, a company registered in England with registered company number 10868015 whose registered office is located at The Mews, St Nicholas Lane, Lewes, East Sussex, BN7 2JZ. We are registered as a data controller with the Information Commissioner’s Office under registration reference number: ZA274032. More information can be obtained from privacy@cloud9vets.co.uk.

Information we may collect from you

We may collect and process the following data about you:

  • Information that you provide to us, such as your name, address, email address and telephone number, age, username, password and other registration information, financial and bank account information, personal description, information with regards to your business, any information about you or your business that you revealed in photographs which you uploaded to our system or provided to us (or which you permit us to take) and any other information that you choose to volunteer, when you:
    • register with us, log in through or when use our App;
    • submit while managing your jobs and/or work through our Apps;
    • call a client, send a text message, check replies, clock in start and finish time of jobs, change payment method, change the price of a job, upload photos, cross sell, leave a task or a comment in a booking file, or otherwise provide or enter information via our App;
    • complete any voluntary surveys we may ask you to participate in from time to time;
    • correspond with us by telephone, post or email or via the instant chat function on our websites and our apps (in which case we will keep a record of that correspondence); or
    • report any problem with any job whatsoever.
  • Information that we may collect automatically each time you use any of our apps:
    • technical information, including the type of mobile device (“Device") you use, mobile network information, your mobile operating system and your time zone setting;
    • details of your use of our App, including, but not limited to, traffic data, location data, logs, photos and/or videos, contact details, and other communication data or information, whether this is required for our own billing purposes or otherwise and the resources that you access.
  • We may also use GPS technology or other location technology in connection with our App to determine your current location. This will be the case, for example, if you use the Cloud 9 Vets app to manage your jobs (for further details see the End User Licence, which is available in-app). Some of our location-enabled services require your personal data for the feature to work. If you wish to use the particular feature, you will be asked to consent to your data being used for this purpose. You can withdraw your consent at any time by changing your location preferences in the settings menu on your Device.

How we use your information?

We use the information you give to us:

  • to administer any account, you may have with us;
  • to assist and allow you to manage your jobs;
  • to carry out our obligations arising from any contracts entered into between you and us;
  • to provide you with the information, products and services that you request from us;
  • to communicate with you about any comments, complaints, queries or feedback you might have about us, your jobs or the clients;
  • to notify you about any changes to your jobs or the services provided to you by us;
  • to ensure that content on our apps is presented in the most effective manner for you and your Device;
  • specifically, we will provide your data to the client whose job/s are allocated to you, for the purpose of providing a professional service.

This information may include (i) your name and contact details; (ii) the details about your company and the services you will provide, together with any information relevant to the service; (iii) the non-binding quote provided to the client; and (iv) your payment details.

We use the information about you that we collect automatically:

  • to administer our apps and for internal operations, including troubleshooting, data analysis, testing, research, statistical and survey purposes;
  • to carry out our business, allocate jobs to you, assist with the customer service and in carrying out your day-to-day work;
  • investigate, resolve or pass on to the relevant authorities any complaint or any issue or claim you might have with or against a client or any issue or claim a client might have with or against you;
  • to improve our apps to ensure that content is presented in the most effective manner for you and for your Device;
  • to improve the quality and efficiency of our products and services;
  • to allow you to manage your jobs and workflow;
  • as part of our efforts to keep our websites and apps safe and secure;
  • to measure or understand our effectiveness; and
  • to make suggestions and recommendations to you about goods or services that may interest you.

We use the information about you that we collect from other sources in combination with the information you give to us and the information about you that we collect automatically. We reserve the right to use any and all such information for any other purposes related to our and your business and any and all of our and your clients.

Where we store your personal data

All information you provide to us is stored on our secure servers in the United Kingdom and Bulgaria. We have in place a level of security appropriate to the nature of the information stored and the harm that might result from a breach of security.

The data that we collect from you may be transferred to, and stored at, a destination outside the European Economic Area (EEA). It is possible that it may also be processed by staff operating outside the EEA who work for us or for one of our suppliers. Such staff maybe engaged in, among other things, the processing of your booking, the processing of your payment details and the provision of support services. By submitting your personal data, you agree to this transfer, storing or processing. We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this privacy policy.

Where we have given you (or where you have chosen) a password which enables you to access certain parts of our site or app, you are responsible for keeping this password confidential. We ask you not to share a password with anyone. You will need to change or update that password from time to time in accordance with instructions from the company. Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our websites or our apps; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

Disclosure of your information

We may disclose your personal information to any member of our group, which means our subsidiaries, our ultimate holding company and its subsidiaries, as defined in section 1159 of the UK Companies Act 2006.

We may disclose your personal information to third parties:

  • In the event that we sell or buy any business or assets, in which case we may disclose your personal data to the prospective seller or buyer of such business or assets;
  • If Cloud 9 Vets Limited or substantially all of its assets are acquired by a third party, in which case personal data held by it about its customers will be one of the transferred assets;
  • We believe, in our absolute discretion, that you are in breach of any agreement between you and us, and/or we believe, in our absolute discretion, that you might be in breach of any agreement with a client and/or any other third-party related to us.
  • If we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our End User Licence, and/or the Sub-Contractor / Vet Associate Agreement and/or any other agreements we might have with you; or to protect the rights, property or safety of Cloud 9 Vets Limited, our customers, or any other third-party related in any way to us. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction;
  • If you do not make payments that you owe in relation to any agreements you have with us, clients or any other third parties related to us, in which case we may disclose your personal data to credit reference agencies and to fraud prevention agencies for the purposes of fraud prevention. We may also disclose your personal data to debt collection agencies which may use your information to trace your whereabouts and recover the debts. The information which we provide to such agencies may in turn be provided by those agencies to other organisations which may use your personal data to perform similar checks. Information recorded by fraud prevention agencies may be accessed by organisations in other jurisdictions.

Your rights

You have the right to ask us not to process your personal data for marketing purposes. We will usually inform you (before collecting your data) if we intend to use your data for such purposes. You can also exercise the right at any time by contacting us using the contact details in paragraph Contact below.

The Act gives you the right to access information held about you. Your right of access can be exercised in accordance with the Act. Any access request may be subject to a fee of £10 to meet our costs in providing you with details of the information we hold about you.

Changes to our privacy policy

By submitting your information to us, you consent to the use of that information as set out in this Privacy Policy. If we change our Privacy Policy, we will post the updated policy in our App and may place notices elsewhere within the App (such as the home page) for a reasonable period of time, so that you may be aware of the changes. In the event of any changes, we will also update the "Last updated" date at the top of this Privacy Policy. You should check our Privacy Policy occasionally to ensure that you are happy with any changes we make. Your continued use of the App following any changes to this Privacy Policy will mean you accept those changes.

Contact us

Questions, comments and requests regarding this Privacy Policy are welcomed and should be addressed to Cloud 9 Vets , The Mews, St Nicholas Lane, Lewes, East Sussex, BN7 2JZ or by email to privacy@cloud9vets.co.uk