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Last updated: April 2026
At Napo Limited, we are committed to protecting your personal information and respecting your privacy. This Privacy Notice explains how we collect, use, share and protect your personal data, and your rights in relation to it.
If you have any questions, please contact us at data@napo.pet.
1. Who we are
Napo Limited (“Napo”, “we”, “us”, “our”)
Registered address: 2 Jubilee Place, London, United Kingdom, SW3 3TQ
We are the data controller of your personal data under UK data protection laws.
2. The information we collect
We may collect and use the following categories of personal data:
Identity and contact data
Name
Address
Email address
Telephone number
Policy and pet-related data
Information about your pet (e.g. breed, age, medical history)
Policy details
Claims history
Financial data
Payment details
Transaction history
Communications data
Records of correspondence (email, phone, chat)
Technical and usage data
IP address
Device type
Browser type
Website usage data (via cookies and analytics)
Sources of personal data
Most of the personal data we hold about you is provided directly by you — for example, when you request a quote, take out a policy, contact us, or submit a claim.
We may also receive personal data about you and your pet from third parties, including:
Veterinary practices and other animal care providers — for example, vets or behaviourists, who may provide information about your pet's treatment, history, records and associated costs, where relevant to a claim or to assessing cover;
Publicly available sources — we may occasionally review publicly available information about you where this is relevant to fraud prevention or to verifying information you have provided about you or your pet.
3. How we use your information and our legal basis
We only process your personal data where we have a valid legal basis to do so.
Purpose
Type of data
Legal basis
Provide insurance services, quotes and administer policies
Identity, contact, pet, financial
Contract
Handle claims (including assessment and validation)
Pet, claims, communications
Contract
Fraud prevention and risk management
Identity, technical, claims
Legitimate interests
Customer support and responding to enquiries
Contact, communications
Legitimate interests
Improve our website and services
Technical, usage
Legitimate interests
Comply with legal and regulatory obligations
All relevant data
Legal obligation
Marketing communications
Contact data
Consent or soft opt-in (where applicable)
4. Marketing communications
We may send you marketing communications about our products and services by email or SMS:
Where you have given your consent; or
Where we are permitted to do so under applicable law (e.g. “soft opt-in” for existing customers).
You can opt out of marketing at any time by:
Clicking the unsubscribe link in emails; or
Contacting us at data@napo.pet
Important:
Service-related communications (e.g. policy updates, claims updates) are not marketing and you will continue to receive these where necessary.
5. Use of AI in claims processing
We may use automated tools, including artificial intelligence (AI), to support aspects of claims handling, such as:
Reviewing claim information and evidence provided; and
Assisting with claim triage and processing.
These tools are used to support human decision-making. Declinature decisions are not made by automated means.
Where required, we will ensure appropriate safeguards are in place, including:
Human oversight;
The ability for you to request a review of decisions; and
Measures to ensure fairness and accuracy.
6. Special category data
In some cases, we may process sensitive personal data.
We will only do this where:
You have provided explicit consent; or
It is necessary for the establishment, exercise or defence of legal claims; or
Another lawful basis applies under data protection law.
7. How long we keep your data
We retain your personal data only for as long as necessary. Typical retention periods include:
Policy Information: 5 years after end date
Claims data: 3 years after closure
Quotes: 1 year
Marketing data: until you withdraw consent or opt out
Where possible fraud: 5 years
We may retain data longer where required for legal, regulatory or dispute resolution purposes.
8. Who we share your information with
We may share your personal data with:
Service providers
Including:
IT and platform providers
Data hosting providers
Analytics providers
Customer support tools
Business partners
Where necessary to provide our services (e.g. to process payments)
Veterinary practices
We may share information about you, your pet and your policy with veterinary practices, and obtain information from them, where necessary to confirm details of treatment, request or exchange records, arrange direct payment of fees, or otherwise administer your policy and claims.
Regulators and authorities
Where required by law or regulation
Service providers
In connection with a merger, acquisition or restructuring
All third parties are required to process your data securely and only for specified purposes.
9. International transfers
Where we transfer your personal data outside the UK or EEA, we ensure appropriate safeguards are in place, such as:
UK International Data Transfer Agreements (IDTAs); or
Adequacy decisions.
You can request further details by contacting us.
10. Cookies and analytics
We use cookies and similar technologies to:
Ensure our website functions properly;
Understand how users interact with our website; and
Improve user experience.
Where required, we will obtain your consent before placing non-essential cookies.
Please see our Cookie Notice for more information.
11. Your rights
You have the following rights under data protection law:
Access – request a copy of your data
Rectification – correct inaccurate data
Erasure – request deletion of your data
Restriction – limit how we use your data
Portability – receive your data in a usable format
Withdraw consent – at any time (for consent-based processing)
Object – to processing based on legitimate interests (including marketing)
To exercise your rights, contact: data@napo.pet
12. Security
We implement appropriate technical and organisational measures to protect your personal data. However, no system is completely secure, and we cannot guarantee the security of data transmitted via the internet.
13. Complaints
If you are unhappy with how we handle your personal data, please contact us first.
You also have the right to lodge a complaint with the:
Information Commissioner’s Office (ICO)
Website: https://ico.org.uk Telephone: 0303 123 1113
14. Changes to this notice
We may update this Privacy Notice from time to time. Where changes are significant, we will take appropriate steps to inform you.
You can see when this notice was last updated at the top of this page.