Our website uses cookies (sadly not the edible kind) to give you the best possible browsing experience whilst you’re here. If you continue without changing your settings, we'll assume that you are happy to receive all cookies on our website. However, you can change your cookie settings at any time. To read more about cookies and how to manage them please take a look through our cookie policy.

Terms & Conditions

Privacy Policy

This privacy policy explains what personal information we keep, what we do with it and the limited circumstances in which we may share your data with others.

This privacy policy may be updated occasionally. Please check it every so often to make sure you are aware of any changes.

The privacy policy has been written to be clear and concise. It doesn’t provide every detail of our collection and use of personal data. We would be happy to provide further information if you have any queries or concerns. If you would like further explanation please contact us using the contact detail below.


Molly and Max Veterinary Practice is the trading name of Molly & Max Limited. Our Registered Address is Trojan House, 34 Arcadia Avenue, London, N3 2JU. Molly and Max Limited is owned by Dr Ella Massy-Greene MRCVS. You can contact us on 02077510182.


How we use the information What information we use The Lawful Basis for Using this information
To provide you and your pets with the products and services you purchase from us 1. Name
2. Address
3. Phone Number
4. Email address
5. Language spoken (other than English)
Legitimate interest in order to keep you updated regarding your pet, test results, arrival of goods, to send information about your pet’s condition, and to identify your pet’s records.
For statistical analysis 1. Postcode
2. Geolocation data
3. Anonymised user ID
Legitimate interests to monitor website use and to enable us to identify where our clients come from
For debt collection purposes 1. Name
2. Address
3. Phone Number
4. Email Address
Legitimate interests
To get feedback on the services we provide 1. Name
2. Email address
3. Phone number
Security CCTV footage Legitimate interests to prevent loss and damage to our property and business, to ensure safety of our staff and to help us monitor when assistance is required in client areas
Marketing (general) eg. website, social media Still photographs Consent
Marketing to you eg. newsletters, informing you of our products and services 1. Name
2. Address
3. Email
Reminders for vaccines, parasite prevention and appointments 1. Name
2. Address
3. Phone number (SMS)
4. Email address
Legitimate Interests (you may ask us at any time to stop sending you reminders or to change the way we send you reminders)
To request permission to share your information 1. Phone number
2. Email address
3. Name
Legitimate interests as we need to send consent forms to you directly
(Rarely) Health alerts and recalls of products we have sold to you 1. Name
2. Phone Number
3. Email Address
Legitimate interests so that we can ensure the health of your pet
To provide you with relevant advice regarding your pet’s health and treatment options which take into consideration your own circumstances. We record this information in your pet’s health record. Personal Health Data, for example pregnancy, immune compromise, drug allergies such as penicillin, children in household Consent as required for sensitive personal information. Legal obligation to provide you with advice that does not endanger you or your family and to maintain our patient records
Card Payments Card payment data Legal obligation to store financial records for 7 years


We will not share your information with any third parties for their marketing purposes. We will not sell your data on to any third parties.

Companies working on our behalf: In some situations, we use a third party company to help provide some of our services (for example processing laboratory samples, sending reminder messages when your pet’s vaccinations are due or to supply our pet health plans). In these circumstances, we will share only the data required to provide the service.

We have contracts in place with these third parties that ensure your data is stored safely, will not be used for purposes other than fulfilling our contract with them and will not be retained by them for longer than is necessary.

We may also be required to share your information with insurance companies when processing pet insurance claims. This is necessary to allow you to claim on pet insurance policies. We will ask for your consent before sharing your information with insurance companies.

We may share data with other veterinary practices with your consent (for example, referral for specialist treatment or overnight care or if you choose to change to another vet).

Our practice management software supplier RxWorks has access to our network in order to be able to maintain our software and troubleshoot when problems arise, but will only access your pets’ records if a software problem directly affects that record.

Our email is hosted by Google and we use Google Forms to collect permissions and your data when you register your pet with us. Google therefore hold a copy of your personal information. Please refer to Google’s privacy policy for further information.

We use Google Analytics for our website in order to monitor traffic to our website and how our website is used. Google Analytics uses cookies and collects your IP address, although we do not have access to your IP address. We do not supply personally identifiable information to Google Analytics.

When you like or comment on our Facebook page or other social networks, we may be able to access your public profile. We do not share personal data provided directly to us by clients with any social network. Please refer to the respective privacy policies of Facebook, Instagram, Twitter and other social networks for further information.


We will keep your personal information for as long as you remain our customer. Once you cease to be our customer we may keep your personal information for up to 8 years in order to maintain patient and client records according to rules that apply to us.


Our services are generally not aimed at children. By providing us with your data, you warrant to us that you are over 13 years of age.

We will ask you to register a child’s pet under their parent’s name in order to facilitate consent and communication. Therefore we should not be storing data at all for children under the age of legal consent.


If you would not like to receive reminders about products and services you have purchased from us (for example vaccination or worming treatments) you can opt out of these messages by contacting the practice by telephone or in writing at any time.

We will not send you promotional material about other products and services we offer or our newsletters unless you have given your consent to receive these messages. You can update your preferences at any time by contacting the practice by telephone or in writing at any time.


  • You have the right to request access to your personal information held by us. We will respond within one month and the information will be provided free of charge. Please do this by writing using the address below: Molly and Max Veterinary Practice, 4 Heathmans Rd, London, SW6 4TJ or to the email address pets@mollymax.co.uk.
  • You have the right to ask us to stop using your personal data, restrict how we use or to delete it. This may be done either in writing or verbally to a member of staff. There may be legal or other reasons why we may need to keep using your data but please contact us if you think we should not be using it.
  • You also have the right to correct any personal information you believe is incorrect. Please let us know if you think this is the case.
  • You have the right to ask for your personal data to be transferred to another service provider in a useful format.


If you would like to complain about the way we have handled your data please contact us in person, by telephone on 02077510182 or in writing to Molly and Max Veterinary Practice, 4 Heathmans Rd, London, SW6 4TJ, United Kingdom or by email to pets@mollymax.co.uk

If, following your complaint you are not happy with the outcome or our response, you are also entitled to complain to the independent regulatory authority, the ICO.

Further information can be found at www.ico.org.uk/concerns

This Policy was last updated in May 2018.

Website design by Top Left Design