Last updated: September 2026

Hurdles Veterinary Physiotherapy respects and understands the privacy of its clients and is committed to protecting the personal information we hold.

Hurdles Veterinary Physiotherapy is a shared trading name used by independent self-employed veterinary physiotherapists, including Kirsten Jones and Issy Dunning, who each operate as sole traders. Each physiotherapist is responsible for the personal information they collect and process in connection with their own clients and services.

This Privacy Policy explains what information we collect, how and why we use it, who we may share it with, how long we retain it and your rights in relation to your personal information.

Hurdles Veterinary Physiotherapy is committed to handling personal information in accordance with applicable UK data protection legislation, including the UK GDPR and Data Protection Act 2018.

1. Contact details

If you have any questions about this Privacy Policy or how your personal information is used, please contact the relevant physiotherapist in the first instance.

Hurdles Veterinary Physiotherapy
Kirsten Jones
Email: kirsten@hurdlesvp.co.uk

Issy Dunning
Email: issy@hurdlevp.co.uk

Website: www.hurdlesvp.co.uk

2. What personal information we collect

Contact and client information

• Your name
• Address
• Telephone number
• Email address
• Appointment details
• Information provided when making an enquiry or booking an appointment
• Correspondence and communications with you
• Feedback or information provided following treatment

Information about your animal

• Your animal’s name, age, breed and identifying information
• Veterinary history and referral information
• Information about injuries, conditions and previous treatment
• Assessment findings
• Treatment and rehabilitation records
• Exercise programmes and treatment plans
• Progress and review information
• Relevant insurance information
• Photographs or videos where appropriate

Although information about an animal is not normally personal data in itself, it may become personal data where it is linked to an identifiable owner.

Information collected through our website

We may collect information that you provide through our website, including information submitted through contact or enquiry forms. We may also keep records of correspondence and information provided through feedback forms or other communications.

Consent and referral forms

We use Forms App to collect and manage online veterinary consent and other relevant forms. Information submitted through these forms may include client details, animal information, veterinary history, referral information and consent information.

Payment information

We use SumUp to process payments. We may retain information necessary to record and reconcile payments, including invoices, transaction details and payment history. Payment card details are processed securely by SumUp and we do not normally have access to your full card details.

3. How we collect your information

• Directly from you when you contact us
• Through our website
• Through online contact, referral or consent forms
• Through Forms App
• Verbally during consultations and appointments
• By telephone
• By email
• By text message or other direct messaging
• From your veterinary practice or other professionals involved in your animal’s care
• From an insurance provider where relevant
• Through payment transactions

4. Why we collect and use your information

We collect and use personal information to enable us to provide a thorough and individualised veterinary physiotherapy and rehabilitation service.

• Respond to enquiries
• Arrange and manage appointments
• Carry out assessments
• Provide veterinary physiotherapy and rehabilitation
• Develop individualised treatment plans and exercise programmes
• Monitor and review progress
• Maintain accurate clinical and client records
• Communicate with you about your animal’s treatment
• Communicate with veterinary practices and other professionals involved in your animal’s care
• Provide treatment updates or reports where appropriate
• Obtain or confirm veterinary consent for treatment
• Process and record payments
• Deal with insurance claims where relevant
• Manage our business and professional records
• Meet legal, professional and insurance requirements
• Respond to complaints or enquiries

We will only use your personal information for purposes that are lawful and appropriate.

5. Our lawful basis for using your information

Data protection law requires us to have a lawful basis for processing personal information. Depending on the circumstances, we may rely on:

Contract

Where processing your information is necessary to arrange and provide our services to you.

Legitimate interests

Where processing is necessary for the legitimate running of our business, maintaining appropriate client and treatment records, communicating with clients and managing professional relationships, provided that your interests and rights do not override those interests.

Legal obligation

Where we are required to process or retain information to comply with a legal, regulatory, professional, insurance or accounting requirement.

Consent

Where we ask for your consent for a particular use of your information, such as certain forms of marketing or use of photographs. Where we rely on consent, you can withdraw your consent at any time.

6. Veterinary consent and communication

Relevant information about you and your animal may be shared with your animal’s veterinary practice where appropriate to obtain or confirm veterinary consent and to support communication during rehabilitation.

The physiotherapist providing your treatment may communicate with veterinary professionals involved in your animal’s care where this is appropriate and necessary.

Treatment reports or updates may be provided to your veterinary practice where appropriate and in accordance with the communication and consent arrangements for your animal’s care.

Information is used to support appropriate, coordinated care and to ensure that physiotherapy treatment is carried out with consideration of the animal’s veterinary history and current needs.

7. Who we may share your information

We will only share personal information where there is a legitimate reason to do so and, where required, an appropriate lawful basis.

• Your veterinary practice or other veterinary professionals involved in your animal’s care
• Insurance companies where relevant and authorised
• Our professional or business insurers
• Professional organisations where required
• Professional advisers where necessary
• IT, website, email, form, booking or other service providers who process information on our behalf
• Forms App, where you submit information through our online forms
• SumUp, where required to process payments
• Law enforcement or other authorities where we are legally required to do so

We do not sell, distribute or lease your personal information to third parties.

Where third-party organisations process personal information on our behalf, we take appropriate steps to ensure that it is handled securely and in accordance with applicable data protection requirements.

8. Professional and insurance record keeping

Each physiotherapist is responsible for maintaining appropriate client and clinical records for the animals they treat, in accordance with their professional, insurance and legal requirements.

• Maintain an accurate history of your animal’s treatment
• Plan and review rehabilitation
• Provide appropriate ongoing care
• Communicate effectively with veterinary professionals
• Meet professional and insurance requirements
• Demonstrate appropriate record keeping where required

9. How we keep your information secure

We are committed to ensuring that your information is secure.

Client and treatment information is stored using appropriate password-protected and secure systems.

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

Access to personal information is limited to those who need it for legitimate business or professional purposes.

However, no method of storing or transmitting information can be guaranteed to be completely secure.

10. How long we retain your information

We retain personal information only for as long as it is reasonably necessary for the purposes for which it was collected and to meet our legal, professional and insurance requirements.

Client and clinical records are normally retained for 7 years after the last dated treatment of your animal by the relevant physiotherapist.

This may include relevant client records, treatment records, consent forms, communications and financial records.

When information is no longer required, it will be securely deleted or disposed of where appropriate.

11. Website analytics and cookies

Our website may use cookies and similar technologies to ensure that the website functions correctly and, where applicable, to understand how visitors use the website.

Some cookies may be essential for the website to operate, while others may be used for analytics or other purposes and may require your consent.

Where applicable, information about website traffic and visits may be used for website analysis and improvement. This information may be collected in a way that does not directly identify you as an individual.

Where required, we will ask for your consent before using non-essential cookies.

12. Links to other websites

Our website may contain links to other websites, including social media platforms or external services.

We are not responsible for the privacy practices, security or content of those websites. We recommend checking the privacy policy of any external website you visit.

13. Your rights

Under data protection law, 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 delete your information in certain circumstances
• Ask us to restrict how we use your information in certain circumstances
• Object to certain types of processing
• Request data portability in certain circumstances
• Withdraw consent where we are relying on consent to process your information

These rights are not absolute and may depend on the circumstances and the lawful basis for processing.

If you would like to exercise any of these rights, please contact the relevant physiotherapist at the email address above. We will respond to requests in accordance with applicable data protection legislation.

14. Marketing

We will only send marketing communications where we have a lawful basis to do so.

You can ask us to stop sending marketing communications at any time.

We do not sell or share your contact details with third parties for their own marketing purposes.

15. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our business, website, services or data protection requirements.

The latest version will always be made available on our website, with the date of the most recent update shown at the top of the policy.

16. Complaints

If you have concerns about how we have handled your personal information, please contact the relevant physiotherapist in the first instance so that we can try to resolve the issue.

You also have the right to complain to the Information Commissioner’s Office (ICO) if you believe your personal information has been handled unlawfully.

ICO complaints: https://ico.org.uk/make-a-complaint/

Hurdles Veterinary Physiotherapy
kirsten@hurdlesvp.co.uk · www.hurdlesvp.co.uk