Privacy Policy

Last updated: 8th June 2025

TreatNow Pet Health Ltd (trading as "Root+Remedy")

Company Number 16009474

3rd Floor, 86-90 Paul Street, London, EC2A 4NE, United Kingdom

hello@rootandremedy.co.uk

Important information and who we are

Welcome to TreatNow Pet Health Ltd's Privacy, Cookie and Data Protection Policy ("Privacy policy"), which is operated by TreatNow Pet Health Ltd (trading as "Root+Remedy").

At Root+Remedy ("we", "us", or "our") we respect your privacy and are committed to protecting your personal data in compliance with the United Kingdom General Data Protection Regulation ("GDPR"), the Data Protection Act 2018 and all other laws and regulations in the United Kingdom.

This privacy policy covers important information on how we collect, use, process and protect information about you, who we may share it with, as well as your rights. We encourage you to read it carefully.

Please note that data related solely to animals is not subject to data protection law, and is not covered under this policy. Any data about your animal is covered by the Royal College of Veterinary Service (RCVS) guidelines.

This policy covers most of the ways in which you will interact with us, through the website, on social media, or via any of the content, services or products we offer in the United Kingdom. By interacting with us, you are accepting the privacy policy and terms & conditions. You acknowledge and agree to the collection, storage, disclosure and other uses of your information as permitted and described by this privacy policy. If we need to use your personal data in different ways, or for reasons not covered by this policy, we will let you know.

Data Controller

Root+Remedy is your Data Controller and responsible for your personal data. We do not process or monitor any personal or sensitive data at a large scale and are therefore not obliged by the GDPR to appoint a data protection officer. Any inquiries about your data should be emailed to privacy@rootandremedy.co.uk.

Alternatively, please send a letter to 3rd Floor, 86-90 Paul Street, London, EC2A 4NE, United Kingdom.

Please don't hesitate to contact us with any concerns. You can also make a complaint at any time to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk). However, we would appreciate the opportunity to provide you any help in the first instance and deal with your concerns directly.

Joint Controllers

When you use our website, we work with Meta (Facebook) as joint controllers for certain data processing activities, specifically the collection and use of data through the Meta Pixel for advertising purposes. Under our joint controller arrangement:

Our responsibilities include:

Providing this privacy notice
Handling your requests regarding data collected through our website
Ensuring lawful basis for data collection
Website security and data protection

Meta's responsibilities include:

Processing pixel data for advertising optimization
Handling requests related to their advertising services
Maintaining their own privacy controls and settings
Data security for their processing activities

You can exercise your rights with either controller. For requests specifically related to Meta's advertising services, you may contact Meta directly through their privacy settings. Our joint controller agreement details are available upon request by contacting privacy@rootandremedy.co.uk

Other Controllers

When you use our website and click on external links or external integrations, or visit our social media pages, your personal data may also be processed by the providers of those services – such as Stripe, Google or other third parties. Completely separate from us, those sites will collect further information about you for their own purposes under their own privacy policies.

The personal data we collect

"Personal Data" means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data) or any data about your animal.

Data that we collect may include:

Pet details: Information about your pet, their medical history, lifestyle and prescription information
Identity Data: Your first name, last name, gender, date of birth
Profile Data: Details of your shopping preferences and personal details (such as purchase history and lifestyle, location or household details that you have provided) which help us to recommend items to you, and suggest product subscription frequencies or to send you or make available personalised offers
Contact Data: Your phone number, address, email addresses - including social media account information if you contact us that way
Marketing and Communications Data: Your contact preferences in receiving marketing information and other information from us
Billing Data: Information relating to your debit and credit card information, such as the name attached to your payment details and your billing address
Transactional Data: Details of your interactions with us, including through our website, by SMS, email and through social media. For example, order history, notes if you have support queries or if you have participated in any research with us
Technical Data: Your IP address, browser type and version, time zone setting and location, operating system and platform, and other technology on the devices you use to engage with us. We collect Technical data by using cookies and other similar technologies. Please refer to the cookies section below for further information regarding the cookies used on our website
Customer Support Data: This includes feedback and survey responses
Usage Data: Information about how you use our website, products and services. Including social media pages and technical identifiers such as cookies or via your browser's consent management option

How we collect your personal data

We use different methods to collect data. These include:

Directly from you: You may give us any of the above information as you use or request services from us, by placing an order or subscribing or contacting us via social media, telephone, post or email. We may also collect data if you attend any events at which we are present.
Automated technologies or interactions: As you interact with our website, we will automatically collect technical data about your equipment, browsing actions and patterns. We collect this personal data by using cookies, server logs and other tracking technologies. We may also receive this technical data about you if you visit other websites which employ our cookies - see more on our cookies policy below.
Third parties: We may receive information about you from the following specific categories of third parties:
- Contact, financial and transaction data from payment processors (Stripe) and delivery service providers
- Advertising networks including Meta (Facebook), Google Ads (based on your cookie consent)
- Analytics providers including Google Analytics
- Other veterinary health providers and agencies, where you have provided consent for data sharing or where sharing is necessary for your pet's healthcare
- Publicly available sources such as Companies House for business customers

We also collect, use and share Aggregated Data, such as the frequency at which people buy and use our products, pet information and lifestyle factors. This information is used to ensure the accuracy of our product and frequency recommendations. We may share this type of anonymous data with others, including veterinary professionals, affiliates, current and prospective business partners for the benefit of advancing knowledge in animal health. This Aggregated Data will not directly or indirectly reveal your identity and is not considered in law as Personal Data. However, if we combine or connect Aggregated Data with your Personal Data so that it can directly or indirectly identify you, we treat the combined data as Personal Data which will be used in accordance with this privacy policy.

We do not collect or use any Special Categories of Personal Data, such as religion, sexuality, or health data about you (though we do collect health data about your pets, which is not subject to data protection law). Nor do we collect any information about criminal convictions and offences.

The legal basis for processing your personal data

The main lawful bases we rely on for collecting and processing your personal data under the UK GDPR are:

"Consent": Certain situations allow us to collect your Personal Data, such as when you tick a box that confirms you are happy to receive email newsletters from us, or 'opt in' to a service.

"Contractual": We may require certain information from you in order to fulfil our contractual obligations and provide you with the promised service.

"Legal Obligation": We're required by law to collect and process certain types of data, such as for tax purposes, preventing fraudulent activity or other legal compliance requirements.

"Legitimate Interest": We might need to collect certain information from you to be able to meet our legitimate interests - this covers aspects that can be reasonably expected as part of running our business, that will not have a material impact on your rights, freedom or interests. For example, we may process your personal information for some of the purposes described in order to:

Send users information about special offers and discounts on our products and services
Develop and display personalised and relevant advertising content for our users
Analyse how our services are used so we can improve them to engage and retain users
Support our marketing activities
Diagnose business problems and/or prevent fraudulent activities
Understand how our users use our products and services so we can improve user experience

How we use your personal data

We will only use your personal data in accordance with the law, and will never process your data without a legal basis for doing so. We use your personal data to:

Provide the services you are using or have requested, and manage payment for them as part of our contract with you:

To process and send your order
To ensure a great customer experience and be able to identify and solve technical or user experience problems
To advise of any issues with your account billing and regular order (like out of stock items)

Improve our services to you and other customers:

To provide you with a user account
To ensure the account performs well
To understand how people use our website so that it can be improved
To understand the performance of products and make plans on the range we provide
To develop and grow our business

To provide support on your queries:

To keep a record in case the issue or query arises again
To contact you with regards to a resolution or update

To perform research:

Via email survey or video call or other means
To provide any agreed compensation for research participation

Meet legal and regulatory obligations, to prevent or detect crime, or in the public interest, including protection of animal welfare:

To identify and prevent fraudulent activity
To adhere to our terms of sale
To perform our legal duties
To let you know about changes to our terms of service or other policies
To let you know about product issues or website issues

Manage our online and other services effectively and securely:

To provide marketing communications (with consent)
To exclude you from marketing campaigns that aren't relevant
To provide you information about products and services that may be of interest
To provide you with news about our business
To provide tailored offers and discounts
To advise you of partnership offers or competitions
To let you know about research studies you can take part in
To let you know about the results of a competition or deliver a prize to you

To identify people who are similar to you in social profile and may be interested in our products:

To serve social media ads and offers that are relevant to you
Automated Decision-Making and Profiling

We may use automated systems to analyse your purchase history and browsing behaviour to:

Recommend products that may interest you
Suggest subscription frequencies for repeat orders
Personalise marketing content

These automated processes do not make decisions that significantly affect you without human oversight. You have the right to request human intervention, express your point of view, and contest any automated decision. If you wish to opt out of automated profiling, please contact us at privacy@rootandremedy.co.uk.

Please note, if you fail to provide or do not want us to use some of your personal data (for example payment data or contact details), we may not be able to provide services to you.

Marketing

You will receive marketing communications from us if you have chosen to opt-in to receiving these communications. We may make suggestions to you about goods or services that may be of interest to you. If you have agreed to receive marketing, you may always opt out at a later date.

You can ask us to stop sending you marketing messages at any time by clicking "unsubscribe" within an email, or by contacting hello@rootandremedy.co.uk. Where you opt out of receiving these marketing messages, we will continue to retain other data provided to us as a result of interactions with us not related to your marketing preferences. If you have provided your consent, further information on how you can reject cookies and opt out of targeted advertising online is covered within our cookies policy below.

Change of Purpose

We will only use your Personal Data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us.

Please note that we may process your Personal Data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.

Who we share your personal data with

We might share information with other separate organisations. This may include:

Payment card processors (Stripe) and service providers for the purpose of debit/credit card transactions
Customer analytics and data insights companies (Google Analytics, Hotjar)
Marketing and advertising agencies and platforms (Meta/Facebook, Google)
Social media and digital platforms and users, such as influencers and ambassadors
Post, courier, drivers or other delivery services (Royal Mail, DPD, etc.)
Surveyors and researchers (with your consent)
Web and app designers and IT service providers
Tax, customs and excise authorities (HMRC)
Regulators, courts and government agencies
Public agencies, fraud and crime prevention and screening bodies/authorities
Third parties assisting in the fulfilment of competition terms and conditions
Collaboration partners, such as veterinary professionals or relevant pet care businesses
Third parties who are providing us with professional advice or services, such as auditors or inspectors
Media buying and data clean room agencies
IT, information security and facility providers
Shareholders or key stakeholders

We may also share personal information publicly on our website, social media or other marketing and information media with your explicit consent. Where any part of our business is outsourced, sold, or merged, and where permitted by law, we will share your data with the new provider so that services can continue to be provided to you. They may use your personal data in the same way as set out in this policy. We will inform you of any such change and give you an opportunity to opt out of your data being shared with a new provider.

Keeping your personal data secure

We take the security of your Personal Data seriously and have security measures in place to protect your data, and limit how it can be accessed or disclosed.

Our website uses Secure Sockets Layer (SSL) encryption technology to protect the transfer of your information to and from our website. Our website URL will start with https, and a padlock will be displayed in front of the URL bar to show that we are encrypting the information that you send us. However, even with appropriate measures no transmission of Personal Data over the internet is guaranteed to be completely secure. It may be possible for third parties not under the control of TreatNow Pet Health Ltd to intercept or access transmissions or private communications unlawfully. While we strive to protect your Personal Data, we cannot ensure or warrant the security of any Personal Data you transmit to us. Any such transmission is done at your own risk. If you believe that your interaction with us is no longer secure, please contact us.

Any Personal Data collected by us is only accessible by a limited number of employees, contractors or service providers who have a need to know. They will only process your personal data on our instruction, and they are bound by a duty of confidentiality and other contractual obligations to protect your data.

We do not store full payment card details and any payments made via our online checkouts are processed and managed by a Payment Card Industry's Data Security Standard (PCI-DSS) compliant payment processor (Stripe), which is not part of TreatNow Pet Health Ltd.

International transfer of data

We may need to transfer your personal data outside the United Kingdom to countries that may not provide the same level of data protection. When we do this, we ensure appropriate safeguards are in place:

Transfers to the European Economic Area (EEA): The UK government has recognised the EEA as providing adequate protection for personal data.
Transfers to other countries: Where we transfer data to countries without an adequacy decision, we implement appropriate safeguards including:
Standard Contractual Clauses (SCCs): We use the UK government's approved International Data Transfer Agreement or equivalent European Commission Standard Contractual Clauses
Certification schemes: Some of our service providers participate in recognised certification programmes
Specific transfer destinations and safeguards:
United States: We transfer data to US-based service providers (Google, Meta, Stripe) under Standard Contractual Clauses and additional technical and organisational measures
Other countries: Any other international transfers are made under appropriate safeguards as described above

Data retention

We will only retain your data for as long as reasonably necessary to fulfil the purposes for which we collected it, including for the purposes of satisfying any legal, regulatory, tax or reporting requirements.

Specific retention periods:

Account and transaction data: 6 years after your last interaction with us (required for accounting and tax purposes)
Marketing data: Until you unsubscribe or 3 years from last engagement, whichever is sooner
Customer support records: 3 years from resolution (for quality assurance and legal protection)
Website analytics and cookies: Maximum 26 months (as configured in our analytics tools)
Research data: As specified in individual research consent forms, typically 1-5 years
Financial records: 6 years (legal requirement)

We may retain your Personal Data for a longer period than usual in the event of a complaint or if we reasonably believe there is a prospect of litigation in respect to our relationship with you. In determining appropriate retention periods, we consider the amount, nature and sensitivity of data, potential risk of harm, processing purposes, and applicable legal requirements.

Your rights

Under the UK GDPR and Data Protection Act and EU data protection law you have some important rights available to you, subject to the relevant conditions:

Right to be informed: You have the right to be informed about the collection and use of your personal data - which we do through this privacy policy.
Right of access: You have the right to receive a copy of the personal data we hold for you and information about how we process it.
Right to rectification: You have the right to have inaccurate personal data rectified, or completed if it is incomplete.
Right to erasure: You have the right to have your personal data erased in certain circumstances, such as when it's no longer necessary for the original purpose.
Right to restrict processing: You have the right to request the restriction or suppression of your personal data in certain circumstances.
Right to data portability: You have the right to have your personal data transferred to yourself or another organisation in a commonly used format.
Right to object: You have the right to object to the processing of your personal data in certain circumstances, particularly for direct marketing or processing based on legitimate interests.
Rights related to automated decision making and profiling: The right to request human intervention in regards to automated decision-making and object to automated processing and analysis (profiling).

Please note, we may not be able to provide our services if you do object to, restrict or suspend our processing of your personal data.

Our security procedures mean that we may need some additional information to help us confirm your identity before we disclose Personal Data to you (or to exercise any of your other rights). We may also contact you via phone or email to ask you for further information in relation to your request to speed up our response.

If you make a request, we have one month to respond to you. If you would like to exercise any of these rights, or to make a complaint, please email us at privacy@rootandremedy.co.uk. Or write to us: TreatNow Pet Health Ltd, 3rd Floor, 86-90 Paul Street, London, EC2A 4NE, United Kingdom.

Usually we act on requests and provide information free of charge, but we are permitted to charge a reasonable fee to cover our administrative costs of providing the information in certain circumstances, including in the case of any baseless or excessive/repeated requests, or where further copies of the same information are requested. Alternatively, we may be entitled to refuse to act on the request. Please consider your request responsibly before submitting it.

Changes to our privacy policy

We keep our privacy policy under regular review and will post the revised version on this webpage with an updated revision date. This version is dated 8th January 2025.

You should check regularly for the most up-to-date version of this policy. By visiting our website, or using TreatNow Pet Health Ltd (trading as "Root+Remedy"), you consent to the collection and use of data by us as set out in this privacy policy. Continued access or use of Root+Remedy will constitute your express acceptance of any modifications to this privacy policy.

Changes to your personal information

It is important that the personal data we hold about you, and your pet is accurate. Please keep us informed if your personal data changes during your relationship with us by contacting hello@rootandremedy.co.uk.

Cookie Policy

What Are Cookies?

Cookies are small text files that are stored on your device (computer, tablet, or mobile) when you visit a website. Cookies help the website recognize your device and store certain information about your preferences or past actions.

Types of Cookies We Use

We use the following types of cookies & similar technologies on our Website:

Necessary Cookies: These cookies are essential for the functioning of our Website and cannot be switched off in our systems. They are typically set in response to actions you take, such as logging in or filling out forms.
Performance Cookies: These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our Website. All information these cookies collect is aggregated and anonymous.
Functionality Cookies: These cookies enable the Website to provide enhanced functionality and personalization, such as remembering your preferences.
Targeting Cookies: These cookies may be set by us or third-party providers, such as Meta (Facebook), to track your browsing activity and deliver personalized advertising.
Tracking pixels: Tracking pixels are small pieces of code, usually an image file, embedded into a piece of content like a website or an email. The Meta Pixel helps us understand the effectiveness of our ads by tracking actions visitors take on our Website. This information is processed under our joint controller arrangement with Meta.

Third-Party Cookies

Some cookies are placed by third parties, such as Meta (Facebook). These third parties may collect data about your online activities across different websites. We recommend reviewing the Meta Privacy Policy for more information: https://www.facebook.com/privacy/policy/

Cookie Duration

The cookies we use on our Website are stored for varying durations:

Session Cookies: These cookies are temporary and expire when you close your browser.
Persistent Cookies: These cookies remain on your device for a set period or until you delete them. The duration of persistent cookies varies by type but does not exceed 26 months (Google Analytics) and 400 days (other cookies).

Please contact us for more details at hello@rootandremedy.co.uk

How We Obtain Your Consent

When you visit our Website, we display a cookie banner that explains our use of cookies and other similar technologies and asks for your consent. You can choose to accept or reject specific types of cookies (excluding Necessary Cookies) via this banner.

By clicking "Accept All Cookies," you consent to the use of all cookies as described in this policy. You can manage or change your cookie preferences at any time by clicking "Update Cookie Preferences" at the bottom of the page, or within your browser settings.

Managing and Disabling Cookies

You can manage or disable cookies through your browser settings. Please note that disabling cookies may affect the functionality of our Website. Below are links to instructions for managing cookies in popular browsers:

To opt out of Meta Pixel tracking, you can adjust your ad preferences in your Facebook account settings or visit Your Online Choices.

Data Protection and Privacy

We are committed to protecting your data. For more details about how we collect, use, and protect your personal information, please refer to our privacy policy outlined above.

Data Controller Information

TreatNow Pet Health Ltd (trading as "Root+Remedy") is the data controller responsible for the processing of your personal data in connection with our use of cookies. When using the Meta Pixel, Meta (Facebook) acts as a joint controller with us for the data collected through the pixel. This means both parties determine the purposes and means of processing the data collected via the Meta Pixel.

Under our joint controller arrangement:

You can exercise your rights with either controller. Both parties are responsible for GDPR compliance for their respective processing activities. We handle general privacy enquiries and website-related data requests. Meta handles advertising-specific requests and their platform controls. You can refer to Meta's privacy policy for more information on how they process your data: https://www.facebook.com/privacy/policy/

Further details about this agreement can be found in the Joint Controller Addendum: https://www.facebook.com/legal/controller_addendum

Changes to This Policy

We may update this Cookies Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. Please revisit this page regularly to stay informed about our use of cookies.

How to contact us

For any concerns or questions regarding your data or this policy, please contact us by email at privacy@rootandremedy.co.uk or by post at: 3rd Floor, 86-90 Paul Street, London, EC2A 4NE, United Kingdom.