NOORDHOEK VETERINARY CLINIC PRIVACY POLICY

Introduction

Noordhoek Veterinary Clinic respects your right to privacy. This Privacy Policy explains in detail the types of personal information we may collect about you when you interact with us, both in our clinic and on our website. It also explains how we store, handle, and protect that personal information, and how you can exercise your privacy rights under the Protection of Personal Information Act No. 4 of 2013 (“POPIA”).

If you have any questions or concerns about our use of your personal information, please contact us using the details provided in the "How to contact us" section below.

What is Noordhoek Veterinary Clinic?

Noordhoek Veterinary Clinic is a private veterinary practice providing integrative, holistic, and allopathic medical and surgical care for domestic animals, equine patients, and local wildlife in Cape Town, South Africa. In this policy, “we”, “us”, or “our” refers directly to Noordhoek Veterinary Clinic and our website(https://www.noordhoekvet.com).

Personal Information

Personal information refers to all information about you as an identifiable individual, including your name, physical address, email address, telephone number, identity number, and any pet ownership or financial details associated with your account, as contemplated in POPIA.

When Do We Collect Personal Information?

We collect your personal information when you:

  • Register your details as a new client at our clinic or book appointments;

  • Bring your animal to us for treatment, surgery, or consultation;

  • Are referred to us by another veterinary professional, or when we refer you to a specialist centre;

  • Visit our website ([https://www.noordhoekvet.com](https://www.noordhoekvet.com));

  • Fill out our website's contact form;

  • Engage with us on our social media channels;

  • Contact us via phone, email, or WhatsApp with questions about a service, product, or treatment;

  • Have given a third party (such as a previous vet or a welfare organisation) permission to share your history with us.

What Personal Information Do We Collect and Why?

1. Information that you provide voluntarily

When you register as a client, book an appointment, or use our contact form, you will be asked for essential information including your title, first name, surname, residential address, email address, telephone numbers, and details of your pet. This helps us:

  • Provide veterinary care and keep accurate medical histories for your animals;

  • Manage your client account and process payments due to us;

  • Contact you about your pet’s health, treatments, or account status;

  • Send you reminders about appointments, vaccination dates, and routine health treatments;

  • Respond to your online or telephonic inquiries.

Note: It is your responsibility to obtain the necessary consent from a third party prior to submitting their personal information to us (for example, an alternative emergency contact).

2. Information that we collect automatically

When you visit our website, certain technical information may be collected automatically from your device via Squarespace. This includes your IP address, browser type, device type, and how your device interacts with our pages.

We use this information for internal analytics to see how visitors use our site and improve our online presence. Some of this information is collected using cookies, as explained further below. Because Squarespace servers are located internationally, your website usage data may be transferred cross-border to secure servers outside of South Africa.

3. Information obtained from third-party sources

If you transfer your pet's care to us from another practice, we may receive your personal data and your pet’s medical history from your previous veterinarian, provided you have given consent for them to share it.

Data Retention: How Long Do We Keep Your Data?

We do not store your data longer than necessary. However, we are bound by South African legislative frameworks to maintain specific records:

  • Patient & Medical Records: In accordance with the South African Veterinary Council (SAVC) guidelines, clinical records and patient histories are securely kept for a minimum of 5 years from the date of your last visit.

  • Financial Records: For tax compliance, financial transaction data and invoices are retained for 7 years as required by SARS.

  • General Website Inquiries: Information submitted through our online contact form that does not result in a clinical relationship is routinely deleted after 1 to 2 years.

Who Do We Share Your Personal Information With?

We only share your information with trusted parties necessary to care for your pet or run our business:

  • Our authorised clinic staff (vets, nurses, and receptionists);

  • Other veterinary professionals or specialist referral centres, if requested by you or required for your pet's treatment;

  • External pathology laboratories or diagnostic suppliers with whom you have agreed we may use;

  • Pet insurance companies, if you are submitting a claim;

  • Our trusted platform providers, specifically Squarespace (our website host) and our secure email provider.

We apply strict policies to ensure our digital partners protect your data privacy and only use it for the specific functions we designate.

Cookies and Tracking Technology

Our website uses cookies (small alphanumeric identifiers) to distinguish you from other users and analyse site traffic. This helps us maintain a working website. You can choose to disable cookies via your internet browser settings, though some parts of our website may not function perfectly as a result. You can manage your preferences at any time via our website's cookie consent banner.

Security of Personal Information

We use reasonable technical and organisational measures to safeguard your personal data. Our website uses secure SSL encryption for all form submissions. Access to your physical and digital files within our clinic is restricted solely to authorised personnel.

Notification of a Security Breach

In the unlikely event that your personal information is accessed or acquired by an unauthorised person, we will notify both you and the South African Information Regulator in writing immediately, as required by law, and take immediate steps to mitigate the risk and restore system integrity.

Your Rights

Under POPIA, you have the right to:

  • Request confirmation of whether or not we hold personal information about you (free of charge);

  • Request a copy of the specific personal data we hold about you;

  • Request that we correct or update inaccurate or outdated information;

  • Object to the processing of your data or request that it be deleted (subject to our legal obligations to retain medical and tax records).

How to Contact Us

If you wish to update your details, request access to your information, or have any questions regarding this policy, please contact our designated Information Officer at:

Changes to this Privacy Policy

We reserve the right to modify this policy at any time. Any updates will be posted directly to this web page and will replace previous versions immediately.