This privacy policy explains who we are, how we use personal information, and your rights in relation to that information.
About Pioneer Veterinary Products
Pioneer Veterinary Products Limited (“Pioneer”) is a leading supplier to veterinary practices and hospitals. We collect, use and are responsible for certain personal information about you. We are regulated under relevant data privacy laws, including the Data Protection Act 2018 and the General Data Protection Regulation (“GDPR”). We are the ‘data controller’ of that personal information for the purposes of those laws.
How Pioneer collects and uses personal information
We collect personal information about you when you access our website, open an account with us, purchase our products, supply us with goods and/or services, or when you communicate with us.
We collect this personal information either:
- Directly – for example, at trade shows, when you create an account or place an order.
- Indirectly – for example, through your browsing activity on our website (see 'Cookies' below).
We may also collect information from credit reference agencies (for example, to assess your credit rating). The information we collect can include:
- your name, job title, address and contact details
- date of birth
- bank account and payment details for refunds
- details of any feedback you provide (via phone, email, post or social media)
- information about the products we supply to you
- your account details, including username and login details
We use this personal information to:
- create and manage your account
- verify your identity
- process and deliver orders
- manage payments and refunds
- communicate with you about products and services
- send marketing communications (where permitted)
- improve our website, products and services
- provide training and advice
Our legal basis for processing your personal information
When we use your personal information, we are required to have a legal basis for doing so. This includes:
- Consent - where you’ve given clear permission for us to process your data.
- Contract - where processing is necessary for a contract we have with you (e.g. fulfilling an order).
- Legal obligation - where processing is required for us to comply with the law.
- Legitimate interests - where processing is necessary for our legitimate business interests, unless overridden by your rights.
The personal information we collect, when and how we use it
For further details on when we collect personal information, what we collect as well as how we use it, please read the following sections:
| When information is collected | What information we ask for | How and why we use your information |
|---|---|---|
| When you open an account with us | Contact details: your name, phone number and email address | We ask for this: — to create and manage your account with us — to communicate with you about your account — to provide support in relation to products and services We rely on legitimate interests as the lawful basis for collecting and using your personal information. We will keep this information until: — you close your account with us — we close your account |
| To process your order and deliver products to you, including managing payments and collecting money owed to us | Identity Contact Financial Transaction Marketing and Communications |
Performance of a contract with you Necessary for our legitimate interests (to recover debts due to us) |
| To manage our relationship with you, e.g. notifying you about changes to our terms | Identity Contact Profile Marketing and Communications |
Performance of a contract with you Necessary to comply with a legal obligation Necessary for our legitimate interests (to keep our records updated and to study how customers use our products) |
| To administer and protect our business, including system maintenance, reporting and hosting of data | Identity Contact Technical |
Necessary for our legitimate interests (for running our business, i.e. supplying products to veterinary practices and hospitals, network security etc. Necessary to comply with a legal obligation. |
| To manage the supply of goods and services from you | Identity Contact |
Necessary for our legitimate interests (for running our business. Necessary to comply with a legal obligation. |
| To deliver relevant website content and advertisements to you and measure or understand the effectiveness of our advertising | Identity Contact Profile Usage Marketing and Communications Technical |
Necessary for our legitimate interests (to study how customers use our products, to develop them, to grow our business and to inform our marketing strategy) |
| To use data analytics to improve our website, products, marketing, customer relationships and experiences | Technical Usage |
Necessary for our legitimate interests (to define types of customers for our products, to keep our website updated and relevant, to develop our business and to inform our marketing strategy) |
| To make suggestions and recommendations to you about products that may be of interest to you | Identity Contact Technical Usage Profile |
Necessary for our legitimate interests (to develop our products and grow our business) |
Who we share your personal information with
We only share your personal information with trusted partners to run our business effectively. This includes:
- Shopify Inc. – our e-commerce platform provider. When you create an account, log in, or place an order, your personal information (such as your name, contact details, login details, and order history) is securely stored and processed by Shopify on our behalf. Shopify only processes this data under our instructions and for the purpose of operating and improving our website. View Shopify's Privacy Policy.
- Payment processors – including Opayo (SagePay), to securely process online payments.
- Logistics and delivery partners – including UPS and other hauliers, to deliver your orders.
- IT companies – who support our website and other systems.
- Marketing & advertising platforms – including Google and Facebook, for product advertising and remarketing (only where you have consented to cookies/marketing).
- Legal & regulatory bodies – such as HMRC, for fraud prevention or if required by law.
We will never sell your personal information to any third party.
Transfer of your information out of the UK
Some of our partners process data outside of the UK. This includes:
- Shopify Inc. – Shopify’s servers are primarily located in Canada (a country recognised by the UK as providing an adequate level of data protection). Shopify may also process data in the United States. Where this occurs, Shopify applies strong safeguards, including Standard Contractual Clauses (SCCs), to ensure your information is protected in line with UK GDPR.
- Microsoft – some data may be stored on servers in the UK, EU or USA.
- UPS (and other couriers) – may process delivery information in EEC countries and the USA.
We will not otherwise transfer your personal data outside of the UK unless adequate protections are in place.
Links
On our website, we may link to other websites owned and operated by certain trusted third parties I.E Facebook/Instagram & LinkedIn. These other third-party websites may also gather information about you in accordance with their own separate privacy policies. For privacy information relating to these other third-party websites, you will need to look at their own privacy policies.
Cookies
We use cookies to enhance your browsing experience. You can set your browser to refuse all or some cookies, or alert you when cookies are set. If you disable cookies, some parts of the website may not function correctly.
More information can be found in our Cookie Policy.
For further information on cookies, visit www.aboutcookies.org or www.allaboutcookies.org.
Marketing
We would like to send you information about promotions, competitions, company updates and services that may interest you.
We’ll only send marketing if we have your consent or it’s in our legitimate interest to do so. You can unsubscribe at any time by:
- Clicking the “unsubscribe” link in emails, or
- Contacting us at marketing@pioneervet.co.uk
Your rights
You have important rights over your personal information, including the right to:
- access the information we hold about you
- correct any inaccuracies
- request deletion in certain situations
- object to processing for marketing
- restrict processing in certain circumstances
- request a copy of your data in a machine-readable format
To exercise these rights, please contact marketing@pioneervet.co.uk and provide proof of identity.
Keeping your personal information secure
We have appropriate security measures in place to prevent personal information from being accidentally lost, used or accessed in an unauthorised way. We limit access to your personal information to those who have a genuine business need to know it. Those processing your information will do so only in an authorised manner and are subject to a duty of confidentiality.
We also have procedures in place to deal with any suspected data security breach. We will notify you and any applicable regulator of a suspected data security breach where we are legally required to do so.
How to complain
We hope that we can resolve any query or concern you raise about our use of your information. You may also contact the Information Commissioner’s Office for guidance or to make a complaint.
Changes to this website privacy policy
This Privacy Policy was last updated on 11.08.2025. We may update it from time to time, and any changes will be posted on this page.
How to contact us
If you have questions about this Privacy Policy or the information we hold about you, please contact us:
Email: marketing@pioneervet.co.uk