At Eardley Hall Kennels, we respect your privacy and are committed to protecting your personal information.

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As a family-run business, we understand the importance of trust and take our responsibilities for handling customer information seriously. This Privacy Policy explains how we collect, use, store and protect your personal information when you visit our website, make an enquiry, book our services or entrust your dog to our care.

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We comply with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and other applicable data protection legislation.

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Who we are?

Eardley Hall Kennels operates as a partnership and is responsible for determining how and why personal information is processed in connection with our services.

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Business Name: Eardley Hall Kennels
Business Structure: Partnership
Address: Cross Lane, Bignall End, Stoke-on-Trent, Staffordshire, ST7 8ND
Email: info@eardleyhallkennels.com
Website: www.eardleyhallkennels.com

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For the purposes of UK data protection legislation, the partnership is the data controller. If you have any questions about this policy or how we handle your personal information, please contact us using the details above.

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Information we collect

We collect information that is necessary to provide safe, reliable and professional boarding services.

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This may include:

Customer Information

• Name, address, telephone number and email address.

• Emergency contact details.

• Booking history and customer preferences.

• Correspondence, enquiries and feedback.

• Payment, deposit and invoice information.

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Pet Information

• Dog's name, breed, age and identification details.

• Vaccination records and veterinary practice details.

• Medical conditions, medication and dietary requirements.

• Behavioural information and handling instructions.

• Feeding routines and welfare requirements.

• Emergency veterinary treatment authorisations.

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Although information relating solely to an animal is not generally considered personal data, we treat these records confidentially and protect them as part of our commitment to responsible animal care.

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Website and Communication Information

• Information submitted through website forms and online bookings.

• Customer communications and service enquiries.

• Website usage information and cookies, where applicable.

• Customer reviews, testimonials and photographs where appropriate.

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How we use your information

We use your information to:

• Manage enquiries, reservations, cancellations and bookings.

• Provide appropriate care and accommodation for your dog.

• Contact you about your booking or your dog's welfare.

• Arrange veterinary assistance where required.

• Maintain accurate records to support animal welfare and licensing requirements.

• Process payments, deposits, refunds and invoices.

• Respond to customer enquiries, complaints and feedback.

• Improve our services and customer experience.

• Meet our legal, financial and regulatory obligations.

• Maintain the safety and security of our premises.

• Send promotional communications where permitted by law.

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We do not sell or rent customer personal information to third parties.

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Our legal basis for processing your information

We process personal information only where there is a lawful basis for doing so. These include:

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Contractual Necessity

Where information is required to manage your booking and provide our agreed services.

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Legal Obligation

Where we are required to maintain records or provide information to comply with applicable legislation, including tax, accounting and animal welfare requirements.

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Legitimate Interests

Where processing is reasonably necessary for the safe and effective operation of our business, customer service, premises security, animal welfare or the protection of our legal interests, provided these interests do not override your rights and freedoms.

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Consent

Where consent is required, including certain marketing activities or the optional use of identifiable customer photographs and testimonials.

 

Where we rely on consent, you may withdraw it at any time.

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Revelation Pets: Our Booking Management System

We use Revelation Pets, a specialist pet boarding management platform, to manage customer bookings and maintain records relating to dogs in our care. The system enables us to:

• Manage bookings and customer accounts.

• Maintain customer and pet profiles.

• Record feeding, medication and behavioural requirements.

• Maintain veterinary and emergency contact information.

• Record customer authorisations and acceptance of our terms and conditions.

• Send booking confirmations, reminders and other service-related communications.

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Access to Revelation Pets is restricted to authorised individuals who require the information to perform their duties. We expect service providers processing personal information on our behalf to maintain appropriate data protection and security safeguards.

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Sharing Your Information

We only share personal information where there is a legitimate business need or lawful requirement.

This may include:

Veterinary Professionals: Where information is necessary to arrange treatment or protect your dog's welfare.

Revelation Pets: To provide our booking and customer management services.

Payment and Accounting Providers: To process payments, maintain financial records and administer our accounts.

IT and Website Providers: To support the operation and security of our business systems.

Regulatory Authorities: Where information is required by law or in connection with licensing, inspections or regulatory compliance.

Emergency Services: Where disclosure is necessary and lawful to respond to an emergency.

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We share only the information reasonably necessary for the relevant purpose. We do not sell customer information to third parties.

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CCTV and Premises Security

Eardley Hall Kennels operates CCTV across its premises, including:

• Office and reception areas.

• Kennel blocks and animal accommodation areas.

• External grounds, entrances and surrounding operational areas.

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CCTV is used for the following purposes:

• Protecting the safety and welfare of dogs in our care.

• Maintaining the safety of customers, employees and visitors.

• Protecting our premises, equipment and property.

• Preventing and investigating theft, damage or unauthorised access.

• Investigating accidents, incidents or animal welfare concerns.

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CCTV recordings are accessed only by authorised individuals and will not be disclosed to third parties unless there is a lawful reason to do so. Recordings are retained only for a documented period that is necessary and proportionate to their purpose, unless they are required for an ongoing investigation, legal claim or other lawful reason. Appropriate signage is displayed to inform visitors that CCTV operates on the premises.

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How We Protect Your Information

We take appropriate technical and organisational measures to protect personal information from unauthorised access, loss, misuse or disclosure.

These measures include:

• Password-protected business systems.

• Restricted access to customer information.

• Secure handling and storage of records.

• Appropriate safeguards for electronic information.

• Confidentiality requirements for employees.

• Secure disposal of information that is no longer required.

• Regular review of information security practices.

Any suspected personal data breach will be investigated and, where legally required, reported to the Information Commissioner's Office and affected individuals.

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How Long We Keep Your Information

We retain personal information only for as long as necessary for the purpose for which it was collected, including any applicable legal, financial, animal welfare or regulatory requirements. Customer and pet records may be retained where necessary to support ongoing bookings, repeat visits and continuity of care. Financial and transaction records are retained in accordance with applicable tax and accounting requirements. Where no specific statutory retention period applies, information is retained only for as long as reasonably necessary. We periodically review the information we hold and securely delete, anonymise or destroy records that are no longer required. Records relating to ongoing disputes, investigations or legal proceedings may be retained for longer where justified.

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Customer Communications and Marketing

We may contact you regarding:

• Booking confirmations and reminders.

• Arrival and collection arrangements.

• Important information about your dog's stay.

• Changes to our services, prices or booking terms.

• Customer service matters and feedback.

These communications are necessary for the administration of our services and are separate from promotional marketing. We will only send electronic marketing communications where permitted by applicable law, including where valid consent has been obtained or an appropriate existing-customer exemption applies. You may opt out of promotional marketing communications at any time by contacting us or using the unsubscribe option where provided.

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Photographs and Social Media

We may take photographs of dogs staying with us for customer updates, animal welfare records or promotional purposes. Where photographs are used on our website, social media pages or other marketing materials, we will respect customer preferences and obtain appropriate permission where required. We will not knowingly publish personal customer information alongside photographs without an appropriate lawful basis. Customers may contact us if they do not wish photographs of their dog to be used for promotional purposes.

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Website Cookies

Our website may use cookies and similar technologies to support essential website functionality, improve website performance and understand how visitors use our website. Where cookies are not strictly necessary, we will request consent where required by law before placing them on your device. Information about cookies and available choices will be provided through our website where applicable.

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International Data Transfers

Some of our technology or service providers may process or store information outside the United Kingdom. Where personal information is transferred internationally, we will ensure that appropriate lawful transfer mechanisms and safeguards are in place.

 

Your Data Protection Rights

Under UK data protection legislation, you have rights relating to your personal information, subject to applicable conditions and exemptions. These include the right to:

• Request access to personal information we hold about you.

• Request correction of inaccurate or incomplete information.

• Request deletion of your information in certain circumstances.

• Request restriction of certain processing activities.

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

• Request transfer of certain personal information to another organisation.

• Withdraw consent where processing is based on consent.

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To exercise any of these rights, please contact us at: info@eardleyhallkennels.com

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We may request reasonable information to verify your identity before responding. We will respond within the timescales required by law, normally within one calendar month, subject to any lawful extension or applicable exemption.

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Complaints and Concerns

If you have any concerns about how we collect, use or protect your personal information, please contact us in the first instance so that we can investigate and respond. You also have the right to raise a complaint with the Information Commissioner's Office (ICO), the UK's independent data protection regulator. 

Information Commissioner's Office
Website: www.ico.org.uk
Telephone: 0303 123 1113

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Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in legislation, our services, technology or business practices. The latest version will be made available on our website. We recommend that customers review this policy periodically.

Eardley Hall Kennels
Trusted Boarding Since 1982
Cross Lane, Bignall End, Stoke-on-Trent, Staffordshire, ST7 8ND
Email: info@eardleyhallkennels.com
Website: www.eardleyhallkennels.com