Last updated: August 2026
Introduction
At Charlotte's Wooffpack, we respect your privacy and are committed to protecting your personal information.
This Privacy Policy explains how we collect, use, store and protect your personal information when you visit our website, contact us, make an enquiry, arrange a consultation or use our services.
Our services may include dog walking, dog grooming, pet care, drop-in visits vet visits and equine care. We handle personal information in accordance with applicable UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
Who We Are
Charlotte's Wooffpack is a sole-trader business operated by Charlotte, providing professional and personalised care for dogs, cats, horses and other animals.
For the purposes of UK data protection law, Charlotte's Wooffpack is responsible for the personal information we collect and use in connection with our business.
Charlotte's Wooffpack
Email: charlotte@wooffpack.co.uk
Telephone: +44 (0) 7443 512187
Information We Collect
When you contact us, complete an enquiry or care form, arrange a consultation or use our services, we may collect information including your name, address, telephone number, email address, emergency contact details, booking information and payment or invoice information.
We may also keep records of communications between you and us, including enquiries, bookings, appointments, messages and other information you choose to provide.
Before providing services, clients may be asked to complete a dog and owner care form. This information helps us understand the individual needs of the animal and may include details such as their name, age, breed, temperament, behaviour, routine, feeding, exercise, grooming requirements, medication, veterinary details and specific care instructions.
For equine care, this may also include information relating to turnout, stabling, rugging, feeding, exercise, handling, farrier or veterinary requirements and other information needed to provide appropriate care.
We may also hold information relating to access to your property, yard or stable, such as keys, lockbox details, access codes or entry instructions.
How We Use Your Information
We use your information to:
Respond to enquiries and arrange consultations;
Manage bookings and provide our services;
Communicate with you about appointments and services;
Understand and meet the individual needs of animals in our care;
Contact you or your nominated emergency contact where necessary;
Contact veterinary professionals where necessary for the welfare of an animal;
Issue invoices and record payments;
Maintain appropriate business, financial, tax and insurance records;
Respond to questions or complaints;
Maintain the security of our website and business; and
Comply with our legal obligations.
We only collect and use information that is necessary for these purposes.
Our Lawful Basis for Using Your Information
We only use your personal information where we have a lawful basis to do so.
This may be because the information is necessary to provide a service or manage your booking, because we have a legitimate interest in operating and managing Charlotte's Wooffpack, because we are required to comply with a legal obligation, or because you have given us consent.
Where we rely on your consent, you may withdraw it at any time. This will not affect any processing that took place before your consent was withdrawn.
Information relating to an animal's health or medical needs will only be collected and used where necessary to provide appropriate care or otherwise where permitted by law.
Emergency and Welfare Information
When providing animal care, we may need to use information you have provided to respond to an emergency or protect the welfare of your animal.
This may include contacting you, your nominated emergency contact or a veterinary practice where necessary.
You are responsible for ensuring that the emergency, contact and veterinary information you provide is accurate and kept up to date.
Sharing Your Information
We do not sell or rent your personal information.
We may share relevant information where necessary to provide our services, operate our business, comply with legal obligations or protect the safety and welfare of our clients, animals or business.
This may include sharing information with:
Veterinary practices or veterinary professionals where necessary for an animal's welfare;
An emergency contact nominated by you; and
Authorities where we are legally required to provide information.
We will only share information that is relevant and necessary for the particular purpose.
Keeping Your Information Secure
We take appropriate technical and organisational steps to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.
Completed dog and owner care forms and other client information are stored securely and are only accessible to Charlotte or used where necessary to provide the agreed services.
Keys, access codes and other sensitive information provided for the purpose of providing services will be treated as confidential, stored securely and only used when necessary.
No website, electronic communication or storage system can be guaranteed to be completely secure, but we take appropriate care to protect the information we hold.
Keys and Access Information
Where you provide keys, lockbox details, access codes or other information needed to enter your home, yard or stable, we will treat this information as confidential and use it only for providing the agreed service.
Please let us know promptly if any access information changes.
Photography and Social Media
Charlotte's Wooffpack may occasionally take photographs or videos of animals while providing services.
Photographs or videos may be used on the Wooffpack website, social media or other promotional materials where the Client has agreed to this or where otherwise permitted by law.
Clients may request that photographs or videos of their animals are not used for promotional purposes.
Where promotional use is based on consent, consent can be withdrawn at any time for future use by contacting Charlotte.
Cookies and Website Information
The Wooffpack website is hosted by Hostinger and may use cookies or similar technologies that are necessary for the website to function correctly, maintain security and, where applicable, understand how visitors use the website.
Where non-essential cookies require consent, visitors will be provided with appropriate information and asked for consent where required by law.
You can also manage cookies through your browser settings, although disabling certain cookies may affect website functionality.
How Long We Keep Your Information
We keep personal information only for as long as it is reasonably necessary for the purposes for which it was collected.
This may include maintaining customer and animal care records, providing ongoing services, meeting accounting, tax, legal and insurance requirements, resolving disputes and establishing or defending legal claims.
When information is no longer required, we will take reasonable steps to securely delete, destroy or anonymise it.
Your Data Protection Rights
Under UK data protection law, you may have the right to:
Request 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 uses of your information;
Request the transfer of your information where applicable; and
Withdraw consent where we rely on consent to process your information.
Some rights are subject to legal conditions and exceptions.
We may need to verify your identity before responding to certain requests.
To exercise your rights or ask any questions about how your information is used, please contact:
Email: charlotte@wooffpack.co.uk
Telephone: +44 (0) 7443 512187
Complaints
If you have concerns about how Charlotte's Wooffpack has handled your personal information, please contact Charlotte first so that we can try to resolve the matter.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our services, business practices or legal requirements.
The latest version will always be available on the Wooffpack website.
We will review the policy regularly and update it where necessary, particularly if the way we use personal information changes.