Privacy Policy


Welcome to the Fluffy privacy policy.

We take your privacy seriously. We want you to know why we need certain information from you, what we're doing with it, and how we keep it secure.


1. What this policy covers


This policy explains how we use your data to deliver our app, websites and services. This includes:

  • Our private service

  • Our app, including any beta versions

  • Our website (

  • Some of our services we offer with our partners, or on behalf of them


Fluffy is a 'controller' of your personal data. This means that we're responsible for how your personal data is handled and what it's used for


2. What data we hold and how we get it

  • Personal data is any information we have that can identify you, such as your name or credit card details.

  • Personal details

  • When you register with us, we'll ask you for your:

  • Name

  • Date of birth

  • Address

  • Email address


The information you give us must be accurate. If you give us information about yourself or another person, you're confirming that you're authorised to do so.

Health and medical data

When you use our services, we collect information about your pet’s health, including:

  • General pet's health

  • Symptoms, treatments and medications

  • Consultations, such as notes and recordings

  • Any test results that you decide to upload


Some of this information comes directly from you, but it can also come from third parties, such as your veterinarian or an insurance provider.


Details of your conversations with us

We also keep a record of your consultations and your conversations with us. This is so we have an easy way to access your consultations to monitor the quality of our service and healthcare.

And, if you have consented, so that we can use them to improve our services. This includes:

  • Your conversations with our veterinarians

  • Your emails, calls or live chat conversations with our support team

  • Video and/or audio recordings from consultations

  • We keep your pet’s health and medical data secure by applying technical and organisational measures to protect it.


Data from other sources

We might also receive some data about you and your pet’s health from other apps, devices and services.

This will only happen if you've agreed to share that data with us. 


Credit and debit card information

If you make a payment on the app or the website, your credit and debit card details are processed by a third-party payment provider.

We don't store any of your credit or debit card information and we only keep details of the transactions on our secure servers.


Technical information and analytics

When you use our app, or visit our website, we may collect the following data, where this is allowed by your device or browser settings:

  • The IP address used to connect your mobile phone or other device to the internet

  • Your browser information, such as Google Chrome or Apple Safari

  • Login and operating system

  • The make and model of your device

  • Resettable device identifiers

  • Time zone, language and location settings

  • Your mobile network provider and your location (based on your IP address)

  • Information about your visit to our website or use of our app, for example when you first visited the site or how many times you've visited

  • Information about the products or services you viewed or used

  • App response times and updates

  • Information about your interactions, like what notifications you opened

  • Any phone number used to call our customer service number


We work with other companies that provide us with analytics and advertising services. This is to:

  • Help us understand how people interact with our services

  • Provide the adverts for our services on the internet

  • Measure the performance of our services and our adverts

  • Your  pet’s health information is not used for these advertising services.



We also use 'cookies'. Cookies are files saved on your phone, tablet or computer when you visit a website. They collect information about how you use the website and the pages you visit. We do not use cookies on your pet’s medical or health information.

You can find out more about how we use cookies in our cookie policy.


Information from third-party services

It's possible to connect your social media accounts, or other apps with our services. For example, you can sign up for Fluffy using your Facebook login details. If you choose to do this, we'll receive the following information about you from the third party:

  • Name

  • Email address

  • Username or ID

  • Health and lifestyle habits and information


If you use login details from third parties, they will also process your login data, and they are solely responsible for handling this.


We may also get information from other sources, such as companies who offer information on consumer trends.

We use this information to help us make our services better. We comply with data protection laws when we do this. If this information is used alongside your personal data, we will make sure that our interests never come before your rights.


If you have questions about the way your data has been handled, please contact


3. What we use your data for

This is how we use your data and the legal reasons for using it.


Providing you with a service

  • We need your personal information to enter into a contract with you and deliver services.

  • We use your financial details to charge you if you use our paid service or buy our products.

  • We use your pet’s health and medical information to provide you with a veterinarian service. This includes giving you health advice for your pet, as well as diagnosis and treatments if you use our clinical services (our video and audio consultations, where you can talk with one of our veterinarians).

This information is based on:

  • Providing you or planning for veterinarian services in our 'legitimate interest'

  • Performing tasks in the public's interest 

  • Your consent 

  • The health and medical information we use includes information from your:

  • Consultations, like notes, recordings, and transcripts


We might share this information with other health services. This is so we can give you the right care, including when it's in your pet’s vital interests.


We use your location to recommend services near you, like pharmacies and vet clinics.

Depending on how you access our services, we get your location from your phone, internet browser, IP address or postal address.


Improving Fluffy's services

If you've given explicit consent, we use your pet’s health and medical information to improve our services, including our artificial intelligence systems. This helps us deliver better healthcare to your pet and other Fluffy’s users.

We remove details that could identify you from this information, such as your name, address and contact details. These are called 'personal identifiers'.

The health and medical information we collect (with your and your pet’s personal identifiers removed) includes information from your pet’s:

  • Medical records

  • Consultations, like notes, recordings and transcripts


This doesn't involve making any decisions which would have a big effect on you and your pet. We only use this information to deliver a better experience to you and other Fluffy’s users. This explicit consent relates to when we use your personal data.


Helping health research

If you've given explicit consent, we use your data for health research. For example, to better understand health behaviour, disease risk or health outcomes.

We may conduct research with partner organisations such as universities or other academic institutions.


The type of information we collect includes your pet’s:

  • Medical records

  • Consultation notes, recordings, and transcripts

  • We remove any details that could identify you and your pet from this information. This includes your name, address and contact information.


As part of our research, we may use your contact details to invite you to take part in clinical trials. These trials might be about things like how frequently we give you medicine reminders or what exercise has the greatest impact on your pet.


Using your data when it's in our 'legitimate interest'

We sometimes analyse your data and how you use our products to help us manage our business better.

This could be things like fixing bugs in our app, understanding current user trends, or working out what users might want in the future.

This doesn't involve making any decisions which would have a big effect on you and your pet. If this information is used alongside your personal data, we will make sure that our interests never come before your rights.


Keeping you up to date

We may contact you when marketing our service. This includes sending you product updates, surveys and marketing information. 


As part of providing you with a veterinarian service or public service, we may send you health information by text message, email or in other ways. For example, we may send you public health messages or invite you to book an appointment.


Regulating the quality and safety of our service

We use your pet’s health and medical information for safety, training, regulatory, and compliance purposes.

This means that:

  • If we're legally required to, or asked by a regulator, we may need to share your information with regulatory bodies 

  • We may audit how you use our services, for example to review the quality of results provided by our products

  • To detect and prevent fraud, we may need to share your personal and financial information with banks, financial institutions and fraud prevention services.


4. How we store and move your data


Personal health and medical information

  • Your pet’s health and medical information is stored on secure servers. This includes information like:

  • Your pet’s information

  • Information about your pet’s medications

  • Any information about a diagnosis of illness or other problems


We don't store any of this information on your mobile device.


If you've chosen a password or authentication method to access the app, you're responsible for keeping this password and/or authentication method confidential. Please don't share it with anyone.


We encrypt data transmitted to and from the app. Once we have your information, we use strict procedures and security features to try to prevent unauthorised access. We will take all steps reasonably necessary to make sure that your data is treated securely.


Credit and debit card information

We don't store any of your credit or debit card information. Payments are processed through a third-party payment provider that follows strict industry data security standards. These are known as Level 1 Payment Card Industry (PCI) data security standards.

Any payments you make are encrypted using SSL technology (which converts the information into code to stop fraud).


Where we store and process your data

Your data may be processed or stored outside of the UK and the European Economic Area (EEA).

This is because we sometimes work with other companies who help us deliver Fluffy services to you. These companies might have servers outside of the UK or EEA.

This will always be in line with applicable data protection lawful mechanisms (such as appropriate contractual terms) and subject to strict safeguards.

For further information on how we protect your data if we transfer it outside of the EEA, contact us by email at:


5. How and why we share your data

Service providers

Some companies provide services to you on our behalf, such as the live chat. We may share your personal data with them so that they can process it to provide these services.

These companies can only use your data based on our instructions and they cannot use the data for their own purposes.


They also have to act in line with data protection laws and contractual terms that specify how they can process data on our behalf.



If you use our services through your pet health insurer or one of our partners, we may share some of your information with them. This could include your:

  • Name

  • Date of birth

  • Email address

  • Policy number

  • Location

We may also share with them the fact that you have registered with us and used our services. But we will not share any details about your consultations or your pet’s medical records, unless you consent to this.

Aggregated or anonymous data

We may show on our website or share with our commercial partners data that does not personally identify you, but which shows general trends. This is 'aggregated' data and is not personal data.

This might include, for example, the number of users of our service or trends in a particular location.

6. How long we keep your data

We follow advice from the government on how long to keep information found in your pet’s health records. This is called a 'retention period'.

We might also keep some information that doesn't identify you or your pet to help improve our business and our services.


In some circumstances, we might keep data longer if the law says we have to.


This includes:

  • Video consultations

  • Voice (or audio) consultations

  • Communications with support teams, including phone calls, emails and live chats

  • We keep your pet’s records for 10 years after the date of your last consultation. Or 5 years after your pet’s death if that is sooner.


If you want to see any of this information while we have it (in its 'retention period'), you can ask for it by emailing us at:


7. Your rights

You're in control of your personal information. Under data protection law, you have the right to:


  • Remove or change your consent at any time, if we are using your data in a certain way based on it. You can do this by:

  • Ask for a copy of the personal data we hold about you. Your data is stored in line with our legal obligations. 

  • Ask us to correct information that's wrong, delete it, or ask that we only use it for certain purposes. 

  • Ask us to restrict any automated (computer-made) decisions made with your data

  • Ask for your data to be provided in a portable format that allows you to move, copy or transfer it. Or ask us to send it in this format to someone else.

To do any of these things, please contact us at:


Data Protection Officer

Craig Tower

1 Aqua Vista Square



Or by email at:

We'll ask you for a proof of identity. Data protection laws give us one month to get back to you.


We're regulated by the Information Commissioner's Office (ICO). If you're not happy with any aspect of our data handling, you can complain to the ICO directly. You can contact them at:


Information Commissioner's Office

Craig Tower

1 Aqua Vista Square




8. Changes to this policy

We might update this policy from time to time. If we make any important changes, we'll let you know, and give you the chance to review them.


If you agree to the changes, you don't need to do anything. Just keep using our services with the updated policy and we'll assume you are happy with the way we use your data.


If you don't agree to the changes, then you can stop using our services at any time.