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Privacy Policy


This privacy policy tells you about who we are, how we use personal information, and your rights in relation to your personal 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 responsible as ‘data controller’ of that personal information for the purposes of those laws.

How Pioneer collects and use personal information

We collect personal information about you when you access our website, open an account with us, purchase our products, sell or supply us with goods and/or services and when communicating with you.

We collect this personal information from you either directly, such as at trade shows, or when you purchase products from us or supply us with services or products, or indirectly, such as your browsing activity while on our website (see ‘Cookies’ below).

We also collect personal information about you from credit reference agencies (for example to assess your credit rating). The personal information we collect about you depends on the particular activities we are carrying out, and may include:

  • your name, job title, address and contact details
  • date of birth
  • bank account and payment details for refunds that may be due
  • details of any feedback you give us by phone, email, post or via social media
  • information about the products we provide to you
  • your account details, such as username, login details

We use this personal information to:

  • create and manage your account with us
  • verify your identity
  • supply products to you
  • receive and manage the supply of goods and services from you
  • send you marketing materials
  • customise our website and its content to your particular preferences
  • improve our 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 have given us clear consent for us to process your personal information for a specific purpose
  • contract: where our use of your personal information is necessary for a contract we have with you, or because you have asked us to take specific steps before entering into a contract
  • legal obligation: where our use of your personal information is necessary for us to comply with the law (not including contractual obligations)
  • legitimate interests: where our use of your personal information is necessary for our legitimate interests or the legitimate interests of a third party (unless there is a good reason to protect your personal information which overrides our legitimate interests)

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 collectedWhat information we ask forHow and why we use your information
When you open an account with usContact detailsyour name, phone number and email addressWe 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 usIdentity
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 termsIdentity
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
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 youIdentity
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 advertisingIdentity
Marketing and Communications
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 experiencesTechnical
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 youIdentity
Necessary for our legitimate interests (to develop our products and grow our business)

Who we share your personal information with

We routinely share your name, business address, email and telephone number with hauliers and suppliers in relation to deliveries. In addition, your personal data will be shared with Opayo (SagePay) should you choose to pay your account through the online portal. We may share your personal data with HMRC for fraud management.

We sometimes share your personal data with trusted third parties. IT companies who support our website and other business systems. Google/Facebook to show you products that might interest you while you are browsing the internet Google Privacy and Terms. This is based on either your marketing consent or your acceptance of cookies on your website Cookie Policy.

We may share your personal information with third parties to whom we may choose to merge or sell parts of our business or our assets.

We will share personal information with law enforcement or other authorities if required by applicable law.

We will not share your personal information with any other third party.

Transfer of your information out of the UK

We may transfer your personal information to the following which are located outside the UK, as follows:

  •  Microsoft stores data on dedicated server space in either the UK, EU or USA. We store our information with Microsoft to enable us to fulfil your orders, process your payment details or provide support services.
  • UPS, who we use for shipping, transfer information to EEC countries as well as the USA. Your information is shared with this company to enable us to deliver your orders and arrange collections. Such countries do not have the same data protection laws as the UK. Any transfer of your personal information will be subject to certain protections that are designed to help safeguard your privacy rights.

We will not otherwise transfer your personal data outside of the United Kingdom.


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.


You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly. For more information about the cookies we use, please see our Cookie Policy

For further information on cookies generally visit or


We would like to send you information about promotions, competitions, business opening hours, company updates and services., which may be of interest to you. Where we have your consent or it is in our legitimate interests to do so, we may do this by post, email or telephone.

We will only ask whether you would like us to send you marketing messages when you tick the relevant boxes when you sign up for an account online or when you complete an interest form at one of the Veterinary shows we attend. Click here to see what this form looks like.

If you have previously agreed to being contacted in this way, you can unsubscribe at any time by:

—contacting us at:

—using the ‘unsubscribe’ link in emails.

It may take up to 5 working days for this to take place.

For more information on your rights in relation to marketing, see 'Your rights’ below.

Your rights

You have a number of important rights, including rights to:

  • access your personal information
  • require us to correct any mistakes in your information which we hold
  • require the erasure of personal information concerning you in certain situations
  • receive the personal information concerning you which you have provided to us, in a structured and machine-readable format
  • object at any time to processing of personal information concerning you for direct marketing
  • object in certain situations to our continued processing of your personal information
  •  restrict our processing of your personal information in certain circumstances
  • If you would like to exercise any of those rights, please email us. You will need to provide proof of your identity and let us know the information to which your request relates.

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 website privacy policy was published on 20.09.2022 and may be changed by us from time, in which case the date of revision will be published here.

How to contact us

Please contact us if you have any questions about this privacy notice or the information we hold about you.

If you wish to contact us, please send an email to: