Privacy Policy

• Access logs: Login timestamps, IP addresses, session duration, features accessed
• Search queries: Search terms entered in the call search interface
• Dashboard interactions: Filter selections, report views, export actions
• Error logs: Technical error reports used for platform stability

Through the processing of call recordings, PetsVet may incidentally process personal data belonging to your callers, including names, phone numbers, and the content of their conversations with your staff.

When you connect your clinic's phone system to PetsVet, we retrieve call recordings stored by your phone system through a secure integration. Recordings are transmitted over encrypted connections and stored on our secure infrastructure. This is the primary source of Call Data processed through the Platform.

When you create a PetsVet account, we collect information you provide directly: clinic name, contact details, phone system configuration, and billing information.

When you use the Platform, we automatically collect standard activity data including login events, features accessed, and technical error reports. This data is used solely for security monitoring and platform reliability.

When you visit petsvet.cloud, we may automatically collect standard web server log data including IP addresses, browser type, pages visited, and referral sources. This is used for security monitoring only.

• Advertising or marketing to third parties
• Training AI models without your explicit written consent
• Profiling individual callers for commercial purposes
• Any purpose beyond those listed above

Call audio and transcripts are processed by OpenAI's services for transcription and analysis purposes. OpenAI processes this data under terms that restrict its use for model training by default. PetsVet uses OpenAI's services under data handling agreements consistent with industry standards for data processors.

AI-generated transcripts, scores, and analyses are produced on a best-effort basis. Accuracy may vary based on call audio quality, speaker clarity, and background conditions. AI outputs are management tools — clinical, employment, or legal decisions should always involve human judgment and should not be based solely on AI-generated content.

We will provide at least 30 days' advance notice before adding or replacing a third-party provider that processes your Call Data. Notice will be sent to your registered email address. You may raise reasonable data protection concerns within the notice period.

As described in Section 6, we share data with our service providers (AWS and OpenAI) solely to the extent necessary to deliver the Platform. These parties are contractually obligated to process data only as directed and to maintain appropriate security.

We may disclose your data if required to do so by applicable law, court order, valid legal process, or at the direction of a government authority with jurisdiction. Where permitted by law, we will notify you of such a request before complying and will limit disclosure to the minimum required.

In the event of a merger, acquisition, or sale of substantially all of our assets, your data may be transferred to the acquiring entity as part of that transaction. We will notify you by email or platform notice at least 30 days before any such transfer, and you will have the option to request deletion of your data before the transfer occurs.

We may share data with other parties if you have given us your explicit written consent to do so for a specific, clearly stated purpose.

We may share or publish aggregated, anonymized, statistical information about platform usage where no individual clinic or caller can be identified. This data is never linked back to your clinic.

All Call Data, account data, and platform data is stored on Amazon Web Services (AWS) servers located in the United States. We do not store primary Call Data on servers outside the United States.

No system is completely impenetrable. While PetsVet implements industry-standard security measures, we cannot guarantee absolute security of data transmitted over the internet. We encourage you to use strong, unique passwords for your PetsVet account and to report any suspected security issues to support@petsvet.cloud immediately.

You may request deletion of your clinic's Call Data at any time by emailing support@petsvet.cloud with the subject "Data Deletion Request." We will process deletion requests within 30 days, except for data we are legally required to retain (such as billing records). We will confirm deletion in writing.

Upon account termination, you have a 60-day window to export your data. We will provide your data in a standard exportable format. After the 60-day window, all data is permanently deleted from our systems and cannot be recovered.

Call Data belonging to your US-based callers and clinic is stored and processed on AWS servers in the United States. This data does not leave US-jurisdiction infrastructure for storage purposes.

PetsVet's operations team may access platform infrastructure from outside the United States for maintenance and support purposes. Any such access is governed by appropriate confidentiality agreements, is limited to the minimum necessary for operational purposes, and is logged for audit purposes.

Call audio and transcripts are transmitted to OpenAI's API endpoints in the United States for transcription and analysis. Data transmitted to OpenAI is subject to OpenAI's API data handling policies, which currently prohibit using API data for model training by default.

To exercise any of the rights above, email us at support@petsvet.cloud with the subject line "Privacy Request — [Right Type]" (e.g. "Privacy Request — Erasure"). Include your clinic name, account email, and a description of your request. We will:

• Acknowledge your request within 5 business days
• Respond substantively within 30 days of receipt
• Not charge a fee for reasonable requests
• Verify your identity before fulfilling data access or deletion requests

Your clinic's callers may have their own privacy rights under applicable law. As the Data Controller, you are responsible for handling any privacy requests from your callers. PetsVet will assist you in fulfilling such requests — for example, by locating and deleting specific call records upon your instruction.

In the preceding 12 months, PetsVet has collected the following categories of personal information from or about California residents:

• Identifiers: Name, email address, phone number, IP address
• Commercial information: Subscription plan, billing records
• Audio/electronic data: Call recordings, voice content
• Professional information: Job title, clinic role, employer
• Internet/network activity: Platform access logs, dashboard usage

• Right to Know: Request disclosure of the categories and specific pieces of personal information collected about you, and the purposes for which it is used
• Right to Delete: Request deletion of personal information we have collected about you, subject to certain exceptions
• Right to Correct: Request correction of inaccurate personal information we maintain about you
• Right to Opt-Out of Sale: PetsVet does not sell personal information as defined under CCPA. You do not need to opt out.
• Right to Non-Discrimination: We will not discriminate against you for exercising your CCPA rights
• Right to Limit Use of Sensitive Personal Information: We do not use sensitive personal information for purposes beyond those permitted by CCPA

To submit a CCPA request, email support@petsvet.cloud with the subject "CCPA Privacy Request." We will verify your identity before processing any request. We respond to verifiable consumer requests within 45 days, with one possible 45-day extension when reasonably necessary.

California Civil Code Section 1798.83 permits California residents to request information regarding disclosure of personal information to third parties for direct marketing purposes. PetsVet does not disclose personal information to third parties for direct marketing purposes.

When veterinary clinics use PetsVet, call recordings from their clients may be processed through our Platform. This may include voice, name, phone number, and the content of conversations with clinic staff. This processing occurs under the direction and responsibility of the clinic — PetsVet is the processor, not the controller, of this data.

Veterinary clinics using PetsVet are required under our Terms of Service to comply with all applicable call recording consent laws in their jurisdiction. In states requiring all-party consent (including California, Florida, Illinois, and others), clinics must play an appropriate disclosure message to callers before recording. If you believe a clinic is recording calls without proper disclosure, please contact the clinic directly or the relevant state regulator.

Caller personal data appearing in recordings and transcripts is used solely to provide the call analytics service to the veterinary clinic. We do not use caller data to contact those individuals, build profiles for advertising, or share it with any third party other than our service providers listed in Section 6.

If you would like your call recording and transcript removed from a clinic's PetsVet account, please contact the veterinary clinic directly. The clinic, as Data Controller, can instruct PetsVet to delete specific records. PetsVet will comply with such deletion instructions within 30 days.

• Third-party advertising cookies
• Cross-site tracking technologies
• Social media tracking pixels
• Fingerprinting or device identification scripts

You can control cookies through your browser settings. Disabling essential session cookies will prevent you from logging into the Platform. Non-essential cookies can be disabled without affecting core Platform functionality.

In the event of a security incident affecting your data, PetsVet follows this response protocol:

• Detection: Security monitoring systems detect anomalous access patterns and security events
• Containment: Immediate steps to contain the incident and prevent further unauthorized access
• Assessment: Determination of scope — what data was affected, how many records, which clients
• Notification: Affected clients notified within 72 hours of our becoming aware of the breach
• Remediation: Technical fixes and security improvements to prevent recurrence
• Report: Post-incident report provided to affected clients within 30 days

• Nature of the breach and when it occurred
• Categories and approximate volume of data affected
• Likely consequences of the breach
• Measures taken or proposed to address the breach
• Contact information for follow-up questions

As the Data Controller, you may have your own legal obligations to notify your callers or regulators in the event of a breach affecting their data. PetsVet's notification to you initiates that process — you are responsible for determining whether and how to notify affected individuals under applicable law.

If you discover or suspect a security vulnerability in the PetsVet platform, please report it immediately to support@petsvet.cloud with the subject "Security Concern." We take all security reports seriously and will investigate promptly.