Your privacy.

Last updated: 23 October 2026

This notice explains what personal information mypetcover.co collects when you get a quote, pay for cover, look up your policies, contact us or make a claim. It covers why the information is used, who it is shared with, how long it is kept and your rights. Your policy handbook links to this notice for details of how your information is used.

The short version

We collect the details needed to give you a price, prepare your documents, take payment, answer your enquiries and receive your claims. Your full card number and security code go straight to our payment provider’s secure card vault and never reach our servers. With your consent, we use Google Ads cookies to measure our adverts; you can accept or reject them, and change your choice at any time. When you pay, your card issuer checks information about your browser and device to confirm that the payment is yours. We share information with the service providers that help us run the website, and we share your policy and claim details with your insurer so they can provide your cover. You can ask to see, correct or delete your information by emailing support@mypetcover.co.

Who is responsible for your information

MyPetCover runs this website and is the data controller for the personal information collected through it, as this notice describes. In this notice, “we” and “us” mean MyPetCover.

Your insurer and the firm that arranges your cover are named in your policy documents.

For questions about your information, or to use any of your rights, email support@mypetcover.co.

When you get a quote

About your pet, we ask for their type, name, sex, breed (or size, for mixed breeds), date of birth (exact or approximate) and what you paid or donated for them. We also ask whether you need cover for previous conditions, and about their history: whether they have shown aggression, attacked or bitten someone; whether their insurance has ever been declined, cancelled or refused; whether a legal claim has been made against you involving them; and whether they have been insured before. If you answer yes to any of these, we ask for more details.

About you, we ask for your title, name, date of birth, email address, home address and, if you choose, a phone number. We also record your cover choices (start date, plan, vet-fee limit and excess), your answer about whether the cover suits you, your declarations and whether you would like news and offers by email.

Your answers stay in the page in your browser while you fill in the form. To show you prices, we send your pet’s type, breed or size and date of birth, your date of birth and your chosen start date to our servers. These price-check details are deleted about 30 minutes later unless you finish your quote.

When you finish your quote, by choosing Finish quote or Continue to payment, all your answers are sent to our servers and saved with your quote record. We use them to take payment and, once your first payment is confirmed, set up your policy and prepare your documents.

We also keep a customer record, so that your quotes and policies can be linked to you. Our list of customer records does not hold your name, email address or date of birth. It holds a scrambled code made from them instead. Those details are saved with your quote record, as described above.

News and offers by email

Asking for news and offers by email is optional and does not affect your quote. If you tick the box, we record your choice with your quote. We do not currently send marketing emails, and ticking the box does not add you to a mailing list. You can undo that choice whenever you like by emailing us. Emails about your quote, payments, policy, enquiries and claims are service messages, not marketing.

Finding your address

If you use Find your address, the postcode you enter (once it is a full UK postcode) is sent through our servers to our address-lookup provider, which returns the addresses at that postcode. We keep the postcode and those addresses in our servers’ memory for up to 10 minutes, so that you can choose from your results. Nothing from the search itself is saved to a database. You can type your address in yourself instead.

When you pay

The payment form asks for the name on your card, the card number, the expiry date and the security code. These go directly from your browser to a secure card vault used by our payment provider, which turns them into a secure token. Your full card number and security code never reach our servers, and the form clears them once they have been sent.

The form also asks for your card’s billing postcode. We fill in the postcode from your quote, and you can change it if your card is registered to another address. The billing postcode is sent to our servers, not to the secure card vault.

Our payment provider’s software in your browser then sends us a secure token for your card. We pass it to our payment provider, with your name, email address and billing address, so that it can set up your card for payment. Your billing address is your billing postcode and, if it is the postcode from your quote, the address lines and town from your quote. We send your billing address to our payment provider again with your first payment, so that your card issuer can check it. We do not keep the token or the billing postcode you enter. We do keep your card type and its last 4 digits, our payment provider’s reference numbers for you and your card, your payment schedule, amounts and dates, when you authorised the payments and which version of the wording you agreed to, and the result of each payment, including any refund.

For your first payment, your bank may ask you to confirm that it is you. This check is known as 3-D Secure. To carry it out, details including the first 6 and last 4 digits of your card, its expiry date, the amount and your name and email address are shared with our payment provider and your card issuer. The check also collects technical details about your browser and device, such as its type, language, screen size and time zone, and your card issuer’s service can see your network (IP) address. This lets your card issuer recognise your device and check that the payment is really being made by you. If your bank needs you to confirm, its check appears in a window on the payment page. We keep technical references for the check with your payment record. Later monthly payments are taken on the agreed dates without a new check.

Your documents and emails

Your certificate, policy handbook and product information document are created from your saved quote or policy record each time you download them or we email them. We do not keep copies of the files, but we record each time a document is created.

We email your documents when your policy is issued. The email service we use receives your name and email address, your pet’s name, your plan, references and dates, and the three documents, which contain the details from your quote. The emails come from support@mypetcover.co.

Finding your policies

To find your policies on the My policies page, you enter your email address and postcode. We use them only to find paid policies that match, and to check them again when you download a document. We do not save your searches. To prevent misuse, we keep a scrambled version of your email address in our servers’ memory for up to an hour to limit repeated searches. The results do not show your address, date of birth, phone number or email address.

When you contact us

Our contact form asks for your name, email address, a topic, an optional policy reference and your message. We save your enquiry in a database on our servers, with the time you sent it and a scrambled version of your network (IP) address, which we use to limit repeated submissions.

We then send you a receipt and let our support team know about your enquiry. Both emails are sent through our mailbox and contain only your enquiry reference. Your message is not included in them and can be read only from our server database. If one of these emails cannot be sent straight away, we keep trying for about 72 hours.

When you make a claim

Our claim form asks for your name, email address, policy reference, your pet’s name, the type of claim, the date of the incident, a description and your declaration. It also asks, if you choose to give them, for your phone number, the amount, and your vet practice’s name and email address. You can attach up to 5 supporting documents if you wish.

We save these, and your documents, in a database on our servers, with the date and a scrambled version of your network address, which we use to limit repeated submissions. We use them to receive your claim and to contact you about it. You receive a receipt and our support team is told about your claim. Both emails contain only your claim reference, and your documents are not attached. If one of these emails cannot be sent straight away, we keep trying for about 72 hours. Your claim details can be read only from our server database.

If you are making a claim on someone else’s policy, check first that they have agreed to it. Their details are handled in the same way as yours, so please point them to this notice.

Live chat

The chat button opens a message panel with a link to our contact form. No chat messages are sent, and nothing is stored on your device.

Cookies and your browser

When you first visit, we ask whether you accept advertising cookies. Only if you choose Accept cookies do we load the Google Ads tag, provided by Google Ireland Limited. It sets cookies and reads technical details from your browser so that we can see which of our Google adverts led to visits and quotes, and so that Google can show relevant adverts. Google may combine this with other information it holds, as its own privacy policy explains. If you choose Reject cookies, or make no choice, the tag is not loaded and no advertising cookies are set. The tag never runs on the payment page, where you enter your card details.

We keep your choice in your browser’s local storage, so that we do not ask again on every page. You can change it at any time with Cookie settings at the bottom of every page; if you withdraw your consent, we remove the Google Ads cookies this website set. Apart from these, the website does not use analytics or tracking tools, and our fonts and images are served from our own website.

When you go from a finished quote to the payment page, we store two reference numbers in your browser’s session storage, so that the payment page still works if you reload it. They are removed when you close the tab. We also keep a random journey reference in the tab while you get a quote. It is sent with your quote and saved with your quote record, so that we can find your records if you contact us.

The payment page runs software from our payment provider, and your bank’s confirmation window comes from your bank or its provider. For the 3-D Secure check, these services read technical details from your browser and device, as described under When you pay. This is part of taking the payment you asked for securely, so we do not ask for separate consent to it. These services may also use cookies or similar technologies for the same purpose. Their privacy notices explain how they use information.

Technical records

Our servers keep limited records of requests to our services: a random request reference, the time, which part of the service was used, the result and how long it took. If something goes wrong, the record also notes the type of error and where it happened in our code. These records do not include your network address, your answers, your email address or your reference numbers. If an error occurs, you may see a support reference that you can give us.

To limit repeated requests, we keep a scrambled version of your network address in our servers’ memory for up to 15 minutes. Our hosting provider runs the servers and content delivery network for this website and may keep its own technical logs.

Why we use your information

We use your information to calculate and check your price; to save your quote, prepare your documents and email them to you; to take the payments you authorise, confirm them with your bank and our payment provider, prevent double charges and handle refunds; to set up your policy once your first payment is confirmed; to let you find your paid policies; to answer your enquiries and receive your claims; to keep the website secure and prevent misuse; and to keep a record of what happened, such as when you authorised payments.

Data protection law allows us to use personal information only where there is a lawful basis. These are the bases we rely on:

We need the details the quote asks for to give you a price and set up your cover. Without them, we cannot give you a quote. Your phone number and your choice about news and offers are optional.

How your price is worked out

Your price is calculated automatically from rate tables. It uses your pet’s species, breed or size and age, your age on the start date, and the plan and vet-fee limit. A higher excess lowers the price (£125 takes 5% off and £200 takes 10% off). Your answers about your pet’s health do not change the price. No one reviews each price by hand. If you have questions about how your price was worked out, email support@mypetcover.co.

Who we share your information with

We share your policy and claim details with your insurer so they can provide your cover.

We also share information with the providers that help us run this website, so that they can provide their services:

Our payment provider processes your card payments, including the later monthly payments you authorise, and runs the 3-D Secure check with your card issuer. It passes each payment to a card payment processor, which sends it through the card network to your bank. Our email service sends your policy documents by email. Our address-lookup provider runs the address finder. Our hosting provider hosts the website, its databases, its content delivery network and our mailbox. Google measures our adverts with the Google Ads tag, only if you accept advertising cookies (see Cookies and your browser).

Information handled outside the UK

Some of our service providers may handle information outside the UK. Where information is transferred outside the UK, data protection law requires safeguards, such as a UK decision that the country protects personal information adequately, or approved contract terms. To ask about the safeguards used, email support@mypetcover.co.

How long we keep your information

Price-check details are deleted about 30 minutes after they are created, unless you finish your quote. Your address searches and the address you pick stay in our servers’ memory for up to 10 minutes. The scrambled network addresses we use to limit repeated requests stay in memory for up to 15 minutes, and the scrambled email address used for policy searches for up to an hour. The payment references in your browser are removed when you close the tab.

Our servers delete other records automatically each day, on this schedule:

A saved quote that you do not pay for is deleted 30 days after you finish it, or 30 days after your last attempt to pay for it if that is later, together with its payment and email records.

A paid policy is kept until 30 days after the end date on your certificate, even if you cancel it earlier, and is then deleted together with its saved quote, payment records and email records.

Enquiries and claims, with any documents you upload and the scrambled network address saved with them, are deleted 30 days after we receive them.

Customer records are deleted 30 days after they are created, once no quote or policy that we still keep uses them.

Other records are deleted 30 days after they are made. These are the records of each time a document is created or corrected, notifications from our payment provider that no longer match a payment we keep, and the records of the customer accounts that closed on 26 September 2026.

We do not delete a saved quote, policy, enquiry or claim while an email about it is still being sent or retried, a payment for it is still being processed, monthly payments for it are still due, or a paid policy is still waiting to be issued.

Backups that we take before updating the website are kept for no longer than 30 days.

This schedule does not cover enquiries and claims that we move to a separate archive to free space, emails in our support mailbox, our hosting provider’s technical logs, or the records that our payment, email, address-lookup and hosting providers keep under their own policies.

You can ask us to delete your information by emailing support@mypetcover.co.

Keeping your information safe

Information you send through this website is encrypted in transit. Your full card number and security code never reach our servers. Network addresses are only stored in scrambled form. Our databases are kept outside the public part of the website, in a folder that only our hosting account can open. To download your documents from this website, you need either the browser tab where you finished your quote or, on My policies, the email address and postcode from your quote.

Email is not a safe way to send card details, so please never include them in a message to us.

Your rights

You can ask for a copy of your information and ask us to correct it. Depending on why we use it, you can also ask us to delete it or restrict how it is used. Where you gave us information for a contract or with your consent, you can ask for a copy in a format that can be moved to another organisation. You can change your choice about news and offers at any time, and where information is used with your consent, you can withdraw that consent at any time.

Your right to object: you can object to some uses of your information, and you can always object to it being used for marketing.

To use any of these rights, email support@mypetcover.co. There is usually no charge. We may ask you to confirm who you are, and the law normally requires a reply within one month. If you ask us to delete information that is needed for your policy or a claim, your cover or claim may not be able to continue.

Complaints about your information

If you are unhappy with how your information has been handled, please email support@mypetcover.co first. You can also complain to the Information Commissioner’s Office, the independent body that oversees data protection in the UK, at ico.org.uk or on 0303 123 1113.

Complaints about your policy or a claim are covered in our terms.

Other websites

This notice covers mypetcover.co only. If you follow a link to MoneyHelper, the Information Commissioner’s Office or another outside site, that organisation decides how your information is handled there.

Changes to this notice

We update this notice when the way we use your information changes. The date at the top of this page shows when it last changed.