Privacy policy


Our Website (“the Website”) is designed to help us provide information to clients on our services and products. We also provide general information for owners about their pets and a symptoms checker for general advice and guidance. We may also allow you to register your details and those of your pet with us and provide methods to contact us.


This privacy notice is here to give you information on how Shepherds the Vets collects and processes your personal data through your use of this website.

Shepherds the Vets is a “data controller” which means we are responsible for the collection of your personal data and have to tell you certain information when asking for your personal information. Our website contains a number of pages where you can provide us with information, for example if you register using our online form.

If you have any queries about the Website, this Privacy Policy or how we use your personal information, please contact our Data Protection Manager- Julia Collins, who can be contacted at Ty Arc, Brackla Park, Bridgend CF31 2BF by email

This Privacy Policy relates to your use of the Website and tells you:

What personal information we collect about you when you use the Website

How we collect your personal information in the Website

How we use your personal information

Who we may share your personal information with

Any transfer of personal information outside of the EEA

How long we keep your personal information

What we do to protect your personal information

What choices you have in relation to your personal information

We last updated this Privacy Statement on 7th March 2019.


What information we process about you

We may collect the following information about you:

Identity data which includes your name, title, date of birth, gender and details about your pet.


Contact data which includes billing address, delivery address, email address and telephone numbers


Transaction Data includes details about payments to and from you and other details of products and services you have purchased from us.


Profile Data includes your username and password, purchases or orders made by you, your interests, preferences, feedback and survey responses.


Usage Data includes information about how you use our website, products and services e.g. what you have read and what actions you have taken.


Marketing and Communications Data includes your preferences in receiving marketing from us and our third parties and your communication preferences.


We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data may be derived from your personal data but is not considered personal data in law as this data does not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature.

Personal Information you give us

Registering with us

If you wish to register your pet with us, we will collect personal information from you in order to set up an account with us.

Booking an appointment

If you book an appointment for your pet with us, we will collect personal information from you so that we can register you and your pet and provide you with an appointment.

Using our contact form/email contact

We collect personal information from you if you contact us via our contact forms or an email link.

Log in via Facebook/Google/Twitter or Instagram

If you follow a link from our website to log in via Facebook/Google/Twitter or Instagram then that website will provide us with personal information but you will be asked what information you want us to receive and will have the chance to edit the information that you provide to us.

Our blog

You may choose to provide us with personal information if you post to our blog.

Personal Information we collect automatically

When you use the Website, we may collect Technical Data automatically such as:

IP addresses (the name and internet address your device uses to identify itself to us)

Your activity in our website including times and dates of visits

Information on your location

other websites you may have visited

If you want to know more about how we use cookies, please see our cookie statement.


Our legal basis for using your information

The law only allows us to use your personal information in certain limited circumstances. We will most commonly process your personal information:

Where we need to perform the contract, we have entered into with you (e.g. when you have asked us to treat your pet)

Where we need to comply with a legal obligation (e.g. keeping records for insurance purpose)

Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests (this allows us to send you information about our own services or products that are related to or similar to those you have already purchased from us, unless you tell us otherwise)

Where you have consented to us using your personal information

Generally, we do not rely on consent as a legal basis for processing your personal data other than in relation to sending third party direct marketing communications to you via email or text message. You have the right to withdraw consent to marketing at any time by contacting us.

What this means in practice

Any personal information that you give to us may be used in the following ways:

to allow us to register you and your pet with us so that we can provide veterinary services to you

to provide you and your pet with an appointment

to answer any queries that you may have

to contact you with information about your pet’s health

to keep a record of your pet’s health

to administer medication to your pet

to process your payment

to administer any insurance claims

to contact your insurance company

to contact another practice or hospital if your pet needs further treatment

to contact you with information about services or products similar to those you have received from us previously (unless you tell us not to)

to prevent and detect fraud

to tell you about changes to our website or software

to help us improve the Website to make it better for all users

to get your feedback on the Website

to administer the Website (such as troubleshooting, data analysis, research)

If you fail to provide personal information

If you fail to provide certain information when requested, we may not be able to perform the contract we have entered into with you (such as providing your pet with veterinary services or medication), or we may be prevented from complying with our legal obligations (such as to ensure that we keep the necessary insurance records). In this case we may have to cancel the contract you have with us but we will notify you if this is the case at the time.


Our Business Partners

We may share your information with carefully selected third parties including:

Other veterinary practices or veterinary hospitals (but only once we have discussed with you and you agree by opting in)

Our business partners, suppliers and sub-contractors for the performance of any contract we enter into with them or you

Analytics and search engine providers who analyse information about your use of our website and help us to tailor the product and offers that we offer to you and other users

The following organisations are used by us to provide the Website:

GemSite Solutions - Website design service - provide hosting services and email.


We may also disclose your personal information to third parties:

If we sell our business in which case the personal information that we hold will be part of the transferred assets.

If we are required by law, or in order to enforce or Website our terms of use. This includes exchanging information with other organisations for the purposes of fraud protection and credit risk reduction and also law enforcement agencies.


The Website may contain links to websites owned by other organisations. If you follow a link to another website, these websites they will have their own privacy policy. We suggest that you check the policies of any other websites before giving them your personal information as we cannot accept responsibility for any other website.


How we store your personal information

The security of your personal information is important to us.

We use appropriate technical and organisational measures to safeguard personal information. We use encryption technology where appropriate to enhance privacy and help prevent information security breaches.

We use industry-standard measures and processes for detecting and responding to inappropriate attempts to breach our systems.

Any personal information that we provide to you will be held within the EEA.

All third parties who provide services to the Website are required to sign contract requiring them to have appropriate technical, administrative and physical procedures in place to ensure that your information is protected against loss or misuse. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.

All information you provide to us is stored on our secure servers or on secure servers operated by a third party. Information on our third-party providers can be found above.

We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

Retention of information

We only hold your personal information for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.

We have set these timescales in accordance with any applicable legislation and where none exists then we will keep your information for the duration of our contract of services and then for a period of 10 years after which time it will be deleted.


If you chose to send us information via email, we cannot guarantee the security of this information until it is delivered to us.


Access to information

You have the right to access information that we hold about you. If you wish to receive a copy of the information that we hold, please contact us at or write to us at the address above.

You may withdraw your consent at any time where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.

Changing or deleting your information

You can ask us at any time to change, amend or delete the information that we hold about you or ask us not to contact you with any further marketing information. You can also ask us to restrict the information that we process about you.

You can use the check boxes on the forms we use to collect your information, or you can also request that we change, amend, delete your information or restrict our processing by emailing us at or writing to us at the address at the beginning of this Privacy Policy.

Right to prevent Automated decision making

You have a right to ask us to stop any automated decision making. We do not intentionally carry out such activities, but if you do have any questions or concerns, we would be happy to discuss them with you and you can contact us at

Transferring Personal Information

You have the right to request that your personal data is transferred by us to another organisation (this is called “data portability”). Please contact us at with the details of what you would like us to do and we will try our best to comply with your request. If may not be technically feasible, but we will work with you to try and find a solution.


If you make a request to us under this Privacy Statement and you are unhappy with the response, you can ask for the request to be reviewed under our internal complaint’s procedure. Our internal complaints procedure allows your request to be reviewed by Julia Collins, Practice Manager who will do their best to try and resolve the issue.

If you have been through the internal complaints procedure and are still not happy with the result, then you have the right to complain to the Information Commissioner’s Office. They can be contacted as follows:


Telephone: 03031231113

Address: Information Commissioners Office
Wycliffe House
Water Lane


We review our Privacy Statement on a frequent basis to check that it accurately reflects how we deal with your information and may amend it if necessary. You should check this page regularly to see the most up to date

"Everything was excellent from start to finish. The place looked clean and nice and all the staff were kind to both me and my pet, Brenin who was in pain. The love of animals by the staff was obvious. I really appreciate everything....."
"The whole team have been marvellous and constantly kept me updates about my dog who stayed in the vets for 48 hrs. They have been excellent in every way x"
"Great and caring staff, excellent premises"
"Nice place friendly staff and even my grumpy cat likes it."
"Always friendly staff and explain everything to you and my dog always feels relaxed there"
"All the team at Shepherds did a fantastic job looking after our dog, who was an inpatient for 9 days. They were all so caring and he even looks forward to going back to see them for his ongoing care"
"From reception through to treatment the service was faultless. Excellent facilities from parking, waiting area and treatment rooms"
"When time were sad they were there when we need them. Amazing team and I would recommend this vets to anyone and everyone"
"It was our first visit as recently moved to the area and I'm happy to say we have found the vets to look after our animal family member"
"So so helpful and always make you feel welcome and caring about your pet. Highly recommend them if you ever have problems with your dog cat rabbit etc etc"
"I have to say a big thank you to all that looked after my Molly all staff are friendly and everything is explained to you and you can genuinely see that they love animals. Highly recommend Shepherds Veterinary"
Graduate Development Practice
Cat Friendly Clinic
Opening Hours

Please click on the links below to see the opening hours for or to telephone each branch ...

Bridgend Port Talbot Pontyclun Porthcawl
In An Emergency

We provide 24 hours 7 days a week emergency service. If you have an emergency please call us on 01656 653918 to speak to our emergency out of hours team.

01656 653918

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