Privacy policy

The short version: we keep the details we need to drive your pet safely and to prove the journey was legal. We do not sell anything to anyone. You can ask us for a copy, or ask us to delete it, and we will.

This policy explains what Express Travel Pet does with personal information, and what you can ask us to do about it. It applies to this website, to the account area and to any journey we carry out for you.

Express Travel Pet is the data controller for that information. TO CONFIRM: registered company name, company number, registered office address and ICO registration number. You can reach us at the email address and telephone number on the contact page.

What we collect, and why

When you ask for a quote

The quote form records the collection and delivery addresses, the dates you are thinking about, and the species, breed, weight and age of each animal. We need them to work out the route, the vehicle and the paperwork. Once you save the quote we also hold your name, email address and telephone number so we can send it to you and talk it through.

When you book

• Your name, email address, telephone number and the two addresses we drive between
• Your pet: name, microchip number, vaccination dates and anything you tell us about their needs
• Documents you upload, such as a pet passport, an Animal Health Certificate or a rabies certificate
• Payment records: the amount, the date and the last four digits of the card. We never see or store the full card number
• Messages between you, the office and the driver, and the photographs taken at each stop

While you use the site

We measure how the site is used with a privacy-friendly analytics tool that sets no cookies and does not follow you to other websites. If you accept marketing cookies we also load Google services that do. The cookie policy lists every one of them.

Why we are allowed to hold it

UK GDPR asks us to name a lawful basis for each purpose. Ours are:

• To carry out the journey you booked, and to answer a quote you asked for: performance of a contract, or steps taken before entering one
• To meet DEFRA, animal health and customs requirements, and to keep accounting records: legal obligation
• To keep the business running safely, to prevent fraud and to improve the service: our legitimate interests
• To send marketing, and to set non-essential cookies: your consent, which you can withdraw at any time

Who else sees it

We share the minimum needed, and only with organisations that are bound to protect it. We do not sell personal information and we never pass it to a broker.

• Stripe, which takes card payments. Your card details go to Stripe directly and never reach our servers
• Our email and messaging providers, which deliver the quote, the receipt and the journey updates
• Border and veterinary authorities in the countries we cross, where the law requires it
• Our insurer and our accountant, where a claim or an audit makes it necessary
• A court or a regulator, if we are ordered to

The site and its database run on servers inside the European Economic Area. Where a supplier processes data elsewhere, the transfer relies on the UK’s approved safeguards.

How long we keep it

• Quotes that never became bookings: two years, then deleted
• Booking records, invoices and payment history: seven years, because tax law requires it
• Documents you upload for a journey, such as passports and health certificates: two years after the journey, then deleted
• Journey photographs and messages: two years after the journey
• Your account: until you ask us to close it, after which only what accounting law forces us to keep remains

What you can ask us to do

Under UK data protection law you have the right to:

• Ask for a copy of what we hold about you
• Have a mistake corrected
• Have information deleted, where we do not have to keep it
• Object to, or restrict, a particular use
• Receive your information in a portable format
• Withdraw consent for marketing or for non-essential cookies, at any time

Write to us and we will answer within one month. If you are not happy with the answer you can complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113.

Keeping it safe

Traffic to this site is encrypted. Documents you upload are stored in a private area that only staff can open, never in a public folder. Access to the office system is limited to the people who need it, and every action on a booking is logged.

Children

This service is for adults. We do not knowingly collect information about anyone under 18.

Changes

If this policy changes we update the date at the foot of this page, and we tell customers with a live booking by email.