Privacy Policy

Last updated: March 2025

Introduction

At PetsFrends Pet Hospital, we understand that the privacy of our clients and their beloved companions is a matter of the utmost importance. This Privacy Policy explains how we collect, use, store, and protect the personal information you share with us when accessing our veterinary services, visiting our facility, or interacting with us through any communication channel. By entrusting us with your personal data, you agree to the practices described in this document. We are committed to handling your information with full transparency, professional care, and in compliance with applicable Bulgarian and European Union data protection regulations, including the General Data Protection Regulation (GDPR).

Information We Collect

We collect personal information that is necessary to deliver safe, effective, and personalized veterinary care to your pet. This may include: your full name, address, phone number, and email address; payment and billing information required to process transactions for our services; information about your pet, including species, breed, age, weight, medical history, vaccination records, and treatment details; records related to services rendered at PetsFrends, including Emergency Veterinary Care, Surgical Procedures, Dental Cleaning and Treatment, Vaccinations and Preventive Care, Hospitalization and Recovery, and Laboratory Testing; correspondence and communications between you and our staff; and technical data such as IP address or browser type if you contact us via our website or digital platforms. We collect only the information that is relevant and necessary for the purpose of providing high-quality veterinary care.

How We Use Your Information

PetsFrends uses the information we collect exclusively to support the health and well-being of your pet and to maintain a professional, caring relationship with you as our valued client. Specifically, we use your information to: schedule and manage veterinary appointments and follow-up visits; provide accurate diagnoses, treatments, and ongoing medical care for your pet; coordinate emergency veterinary interventions, surgical procedures, hospitalization, and recovery plans; maintain complete and up-to-date medical records for your pet; process payments for services rendered; send appointment reminders, vaccination alerts, and health-related notifications relevant to your pet; respond to your inquiries and provide customer support; improve the quality and efficiency of our services; and comply with our obligations under Bulgarian law and EU regulations. We do not use your personal data for unsolicited marketing purposes without your explicit consent.

Information Sharing

PetsFrends does not sell, rent, or trade your personal information to third parties under any circumstances. We may share your information only in the following limited situations: with qualified veterinary specialists or referral clinics when your pet requires specialized care beyond our current scope, always with your knowledge and in your pet’s best interest; with trusted third-party service providers who assist us in operating our practice, such as laboratory testing partners, payment processors, or IT service providers, all of whom are bound by strict confidentiality obligations; with regulatory or public health authorities when required by Bulgarian or EU law; or in emergency situations where sharing information is necessary to protect the life or safety of your pet. All third parties with whom we share data are required to maintain appropriate levels of data protection consistent with our own standards and applicable regulations.

Data Security

We take the protection of your personal information seriously. PetsFrends employs a range of technical and organizational security measures to safeguard your data against unauthorized access, loss, misuse, alteration, or disclosure. These measures include secure storage of physical and digital records, restricted access to client and patient information on a need-to-know basis, regular staff training on data privacy and confidentiality best practices, and use of secure systems for data processing and communication. While we strive to apply the highest standards of data security, no method of transmission or storage is completely infallible. In the unlikely event of a data breach that poses a risk to your rights and freedoms, we will notify you and the relevant supervisory authority in accordance with GDPR requirements and without undue delay.

Your Rights

As a client of PetsFrends and a data subject under the GDPR, you have the following rights regarding your personal information: the right to access the personal data we hold about you and your pet; the right to request correction of any inaccurate or incomplete data; the right to request deletion of your personal data, subject to our legal and clinical record-keeping obligations; the right to restrict or object to the processing of your data in certain circumstances; the right to data portability, allowing you to receive your data in a structured, commonly used format; and the right to withdraw consent at any time where processing is based on consent, without affecting the lawfulness of processing carried out prior to withdrawal. To exercise any of these rights, please contact us using the details provided below. We will respond to all legitimate requests within 30 days. You also have the right to lodge a complaint with the Commission for Personal Data Protection of Bulgaria (CPDP) if you believe your data protection rights have been violated.

Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or the way PetsFrends handles your personal information, please do not hesitate to reach out to us. We are committed to addressing your concerns promptly and transparently. You can contact us at: PetsFrends Pet Hospital, ул. Витоша 47, ет. 2, София 1000, България. Email: contact@petsfrends.com. Our team is available during regular business hours and will make every effort to respond to your inquiry as quickly as possible. Your trust means everything to us, and we remain dedicated to protecting the privacy of you and your pet at every step of your care journey with PetsFrends.