Privacy Policy
PRIVACY POLICY - Hayward’s Dog Spa & Boutique
Last updated: 24 September 2026
This privacy policy explains how Hayward’s Dog Spa & Boutique collects, uses, stores and shares personal information about clients, prospective clients and website visitors. It also explains your rights under UK data protection law and how to contact us about your information.
This policy applies when you contact us, book or receive grooming services, use our website or online booking service, make a payment, communicate with us through social media, or agree to receive marketing from us.
DATA CONTROLLER
Hayward’s Dog Spa & Boutique
Address: 50 Broad Street, Teddington, TW11 8QY
Email: haywardsdogspa@outlook.com
Telephone: 0203 673 9036
1. INFORMATION WE COLLECT
We may collect the following information where relevant:
• Your name, postal address, email address, telephone number and preferred contact method.
• Booking details, appointment history, services requested, cancellations, lateness records and related communications.
• Information about your dog, including their name, breed, age, behaviour, coat condition, relevant health information, veterinary details and grooming notes.
Information about a pet is not normally considered personal data, but it may be linked to you as its owner.
• Emergency contact details and information needed to respond to an incident or safeguard a dog or person.
• Payment and transaction information. Card payments are normally handled by our payment provider. We do not normally receive or store your complete card details.
• Photographs or videos of your dog, including before-and-after images, where these are needed for our records or where you have agreed to their use for promotional purposes.
• Messages, feedback, reviews, complaints, insurance correspondence and records of accidents or incidents.
• Technical information collected when you use our website, such as your IP address, device and browser information, pages visited and cookie or analytics information, where applicable.
• Any accessibility, medical or other information about you that you choose to provide so that we can make appropriate arrangements.
We will only use sensitive personal information where necessary and where the law permits us to do so.
2. HOW WE COLLECT INFORMATION
We usually collect information directly from you when you:
• Contact us.
• Complete a form.
• Make an online or telephone booking.
• Visit the salon.
• Make a payment.
• Communicate with us by email, text message or social media.
• Provide feedback or submit a review.
We may also receive information from:
• Another person making a booking on your behalf.
• Our booking and payment providers.
• Publicly available social media where you interact with our business pages.
3. HOW AND WHY WE USE YOUR INFORMATION
UK data protection law requires us to have a lawful basis for each use of personal information.
ENQUIRIES AND BOOKINGS
We use your information to respond to enquiries, arrange appointments, confirm services and manage cancellations.
Our lawful basis is the performance of a contract or taking steps at your request before entering into a contract.
PROVIDING GROOMING SERVICES
We maintain client, pet, coat, behaviour and appointment notes so that grooming services can be delivered safely and consistently.
Our lawful bases are the performance of a contract and our legitimate interests in providing safe and effective services.
SERVICE MESSAGES
We use your information to send appointment confirmations, reminders, changes, collection notices and other messages directly connected with your booking.
Our lawful bases are the performance of a contract and our legitimate interests in managing appointments.
PAYMENTS AND ACCOUNTS
We use your information to take payments, issue receipts, maintain financial records and deal with refunds or debts.
Our lawful bases are the performance of a contract, compliance with our legal obligations and our legitimate interests in managing the business.
SAFETY, INCIDENTS AND CLAIMS
We use information to manage accidents, incidents, complaints, insurance matters, disputes and emergencies, and to protect the health and safety of clients, staff and dogs.
Our lawful bases are our legitimate interests, compliance with legal obligations and, where relevant, the establishment, exercise or defence of legal claims.
PHOTOGRAPHS AND VIDEOS
We may keep photographs as records of a dog’s coat condition, matting, skin concerns, completed groom or an incident.
We rely on our legitimate interests when photographs are reasonably needed as service or incident records.
We will ask for permission before using identifiable photographs or videos for promotional purposes.
MARKETING
We may use your information to send offers, news or promotional reminders.
We rely on consent where this is required by electronic marketing law. In other circumstances, we may rely on our legitimate interests where legally permitted.
WEBSITE OPERATION
We may use technical information to keep our website secure, understand how it is used and improve our services.
We rely on our legitimate interests for essential website operation. We will request consent for non-essential cookies where required.
LEGAL COMPLIANCE
We may use information to meet our tax, accounting, regulatory and legal responsibilities and to respond to lawful requests.
We rely on compliance with our legal obligations and, where applicable, our legitimate interests.
4. APPOINTMENT MESSAGES AND MARKETING
Appointment confirmations, reminders, changes and collection messages are service communications needed to manage your booking. They are different from promotional marketing.
We will only send marketing by email or text message where we are legally permitted to do so.
You can withdraw your consent or object to direct marketing at any time by using any unsubscribe option provided or by contacting us.
We will stop sending marketing to you. However, we may keep a minimal record of your request so that we continue to respect your preference.
5. PHOTOGRAPHS AND SOCIAL MEDIA
We may take photographs to:
• Record a dog’s condition before or after grooming.
• Document matting, skin concerns or an incident.
• Provide a record of the service completed.
Where a photograph is kept only as part of a service or incident record, we rely on our legitimate interests in maintaining accurate records.
We will ask for permission before using an identifiable photograph or video for promotional purposes, including on our website or social media.
You may withdraw your permission for future use at any time.
We will take reasonable steps to remove the content from channels we control. However, we may not be able to remove copies that have already been shared, downloaded or indexed by other people or organisations.
6. WHO WE SHARE INFORMATION WITH
We do not sell your personal information.
Where necessary, we may share limited information with:
• Our booking, website hosting, email, text messaging, cloud storage, IT support and payment service providers.
• Professional advisers, accountants, insurers, legal advisers and debt-recovery providers.
• A veterinary practice or emergency service where this is reasonably necessary to protect a dog or person.
• Regulators, courts, law-enforcement bodies, local authorities or other organisations where disclosure is required or permitted by law.
• A purchaser, successor or professional adviser in connection with a proposed sale, transfer or restructuring of all or part of the business, subject to appropriate confidentiality and data-protection safeguards.
Service providers may only use information for the services they provide to us and must protect it appropriately.
7. INTERNATIONAL TRANSFERS
Some technology providers may store or process information outside the United Kingdom.
Where this happens, we will use providers that put appropriate safeguards in place. These may include a UK adequacy decision or approved contractual protections, together with any additional measures considered necessary.
8. HOW LONG WE KEEP INFORMATION
We keep personal information only for as long as it is reasonably needed for the purpose for which it was collected. This includes meeting legal, accounting, insurance and dispute-resolution requirements.
Our usual retention periods are:
ENQUIRIES THAT DO NOT LEAD TO A BOOKING
Usually up to 12 months after the last contact.
CLIENT, BOOKING, GROOMING AND INCIDENT RECORDS
Usually up to six years after your last appointment or after a matter is closed.
We may keep information for longer where reasonably necessary for an active complaint, insurance matter or legal claim.
INVOICES, PAYMENTS AND ACCOUNTING RECORDS
Usually six years after the end of the relevant financial year, or longer where required by law.
MARKETING RECORDS
Until you unsubscribe, withdraw your consent or object to marketing.
We may retain a minimal suppression record so that we continue to respect your choice.
PROMOTIONAL PHOTOGRAPHS AND VIDEOS
Until consent is withdrawn or the material is no longer required for its stated purpose, subject to the practical limitations explained in section 5.
COOKIE AND ANALYTICS INFORMATION
For the period shown in our website’s cookie settings or specified by the relevant provider. These periods will be reviewed periodically.
We may securely delete or anonymise information earlier where it is no longer needed.
9. COOKIES AND OUR WEBSITE
Our website may use essential cookies that are necessary for it to work.
If we use non-essential cookies, such as analytics or advertising cookies, we will provide information about them and request your consent where required.
You can change your choices through the cookie controls available on our website and through your browser settings.
Blocking certain cookies may affect how the website functions.
10. KEEPING INFORMATION SECURE
We use reasonable technical and organisational measures designed to protect personal information against accidental or unlawful loss, misuse, alteration, unauthorised access or disclosure.
These measures may include:
• Access controls and passwords.
• Secure service providers.
• Staff confidentiality requirements.
• Device security.
• Backups.
• Secure disposal of records.
No internet or storage system can be guaranteed to be completely secure. However, we review our arrangements and take proportionate steps to reduce the risk.
11. YOUR DATA PROTECTION RIGHTS
Depending on the circumstances and the lawful basis used, you may have the right to:
• Ask for access to the personal information we hold about you.
• Ask us to correct inaccurate or incomplete information.
• Ask us to erase information where there is no lawful reason for us to continue holding it.
• Ask us to restrict how your information is used in certain circumstances.
• Object to processing based on our legitimate interests.
• Object at any time to your information being used for direct marketing.
• Receive certain information in a portable format where the legal conditions apply.
• Withdraw your consent at any time where we rely on consent.
Withdrawing your consent will not affect any processing that was lawful before you withdrew it.
These rights are not absolute and may not apply in every situation.
We may ask for information to confirm your identity before responding to a request. We will normally respond within one month and will tell you if we require more time or cannot comply with all or part of your request.
12. HOW TO CONTACT US OR MAKE A COMPLAINT
Please contact us if you have a question, wish to exercise one of your rights or are concerned about how we use your information.
Email: haywardsdogspa@outlook.com
Telephone: 0203 673 9036
Post:
Hayward’s Dog Spa & Boutique
50 Broad Street
Teddington
TW11 8QY
You also have the right to complain to the Information Commissioner’s Office, the UK’s data-protection regulator.
Website: ico.org.uk
Telephone: 0303 123 1113
We would appreciate the opportunity to address your concern before you contact the Information Commissioner’s Office.
13. CHANGES TO THIS POLICY
We may update this privacy policy when our services, suppliers or legal obligations change.
The current version will be displayed on our website at haywardsdogspa.com, with the date of the latest update shown at the beginning.