Privacy policy
Last updated 29 October 2026
This policy explains what personal information LDNPAWS collects, why, and how it's looked after. In short: we only collect what we need to look after your pets, we keep it safe, and we never sell it.
Who we are
LDNPAWS is a pet care business based in London, and we're responsible for your personal information. Contact: hello@ldnpaws.com · 07347 015873
What we collect
- Enquiries: your name, email, phone number, postcode, the service you're interested in, details about your pet(s), dates and any message you send us (through the website form, email, WhatsApp, Instagram or by phone).
- Clients: your address, emergency contact, vet details, your pets' health, medication, behaviour and routines, and home access details (keys, entry codes, alarm codes and house notes).
- Payments: records of invoices and payments. If you pay by card, your card details are handled by the card payment provider, not by us.
- Photos and videos of your pets taken during walks and visits.
How we use it and why
| What we do | Our legal reason |
|---|---|
| Reply to your enquiry and arrange a meet & greet | Taking steps at your request before a contract |
| Provide walks, visits and pet sitting, and contact you about bookings | Performing our contract with you |
| Contact your emergency contact or vet if your pet is unwell or injured | Performing our contract, and our legitimate interest in your pet's welfare |
| Keep invoices and payment records | Legal obligation (tax and accounting rules) |
| Send you photo updates of your pet | Performing our contract |
| Share photos of your pet on our social media or website | Your consent, which you can withdraw at any time |
| Keep our records secure and deal with any complaints or insurance claims | Legitimate interests |
We won't send you marketing messages unless you've asked us to, and you can opt out at any time.
Who we share it with
We never sell your information. We only share it where it's needed to run LDNPAWS and look after your pets, with:
- Our service providers, such as the companies that host our website and email, store our records, and process card payments
- Messaging apps, if you choose to contact us that way
- Your vet or emergency services, if your pet needs urgent care
- Our insurer, if we need to make or deal with a claim
Some service providers may process data outside the UK. Where they do, they use legal safeguards approved under UK data protection law.
How long we keep it
- Enquiries that don't lead to a booking: deleted within 12 months.
- Client and pet records: kept while you're a client and for up to 2 years after our last booking, so we can pick up where we left off if you come back.
- Invoices and payment records: kept for 6 years, as required for tax purposes.
- Keys and access details (entry and alarm codes): keys are returned and access details deleted when our arrangement ends, or sooner if you ask.
Keeping it safe
Keys are labelled with a code, never your name or address, and are stored securely. Access details are kept private and never shared. Our accounts are password protected, and only LDNPAWS has access to client records.
Your rights
You have the right to:
- ask for a copy of the information we hold about you
- ask us to correct anything that's wrong
- ask us to delete your information (unless we have to keep it, for example for tax)
- object to, or ask us to limit, how we use your information
- ask for your information in a format you can take elsewhere
- withdraw consent at any time, for example to us posting photos of your pet
Just email hello@ldnpaws.com. We'll reply within one month.
If you're unhappy with how we've handled your information, please tell us first so we can put it right. You can also complain to the Information Commissioner's Office (ICO) at ico.org.uk or on 0303 123 1113.
Cookies and this website
This website doesn't use advertising or tracking cookies, and it doesn't use analytics. Some features, like our fonts, are loaded from third-party services, which can see your IP address. If you click a link to a messaging app or social media, that service's own privacy policy applies.
Changes to this policy
We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated.