Privacy Policy
DRAFT — Effective date: [EFFECTIVE DATE]
This portal is operated by [OPERATOR LEGAL ENTITY] ("VetOS", "we", "us") on behalf of the veterinary practice you book with — [CLINIC NAME] ("the practice", "your clinic"). The practice is the data controller of your personal data; VetOS acts as a data processor, handling your information only on the practice's instructions to provide this booking and communication service.
What we collect
- Contact details — your name, email address, and phone number.
- Pet records — your pets' names, species, breed, and related details you or the practice provide.
- Appointment and booking history — appointments you request, confirm, reschedule, or cancel.
- Messages and notifications — messages exchanged with the practice and the delivery records of emails and SMS we send you.
- Account credentials — your email address and a securely hashed password. We never store your password in plain text.
Why we use it
- To create and secure your portal account and sign you in.
- To let you request, view, reschedule, and cancel appointments with the practice.
- To send you booking confirmations, reminders, and messages from the practice by email or SMS.
- To keep your pets' details in sync with the practice's records.
Legal basis
We process your data to perform the service you ask for (creating an account, making bookings, receiving confirmations — performance of a contract) and, where required — for example for non-essential reminder messages — on the basis of your consent, which you can withdraw at any time by contacting the practice.
Who we share it with
- Your clinic ([CLINIC NAME]) — the practice you book with receives your contact details, pet details, bookings, and messages. It is the controller of that data.
- Postmark (ActiveCampaign, LLC) — our email delivery sub-processor, used to send account confirmation, password-reset, and booking notification emails.
- Twilio (Twilio Inc.) — our SMS delivery sub-processor, used to send SMS notifications.
We do not sell your personal data, and we do not share it with anyone else except where the law requires it.
How long we keep it
Your account, pet, booking, and messaging data is retained for as long as you hold a portal account and for as long as the practice is required to keep clinical and business records under applicable law in [JURISDICTION]. Email-confirmation and password-reset tokens are short-lived and expire automatically. Message delivery logs are kept only as long as needed to ensure reliable delivery and troubleshoot problems.
Your rights
Because the practice is the data controller, requests to access, correct, or delete your personal data should be directed to [CLINIC NAME] using the contact details on its clinic page. We will assist the practice in fulfilling your request. You can also update your own contact details and pet information at any time from the Profile and My pets pages.
Cookies
The portal sets a single authentication session cookie so you stay signed in. It is essential to the service. We use no analytics, advertising, or third-party tracking cookies.
Contact
Questions about this policy or about how VetOS processes data on the practice's behalf can be sent to [CONTACT EMAIL]. For questions about your data held by the practice, contact [CLINIC NAME] directly.