Privacy Policy

Account and practice information. Name, email address, phone number, role and member type, professional license details you choose to record, practice name and address, and settings.

Practice records (Customer Data). What your clinic enters in the Service: client (pet-owner) names and contact details, patient records, appointment history, medical notes, prescriptions — including controlled-substance details the law requires practices to record — inventory, invoices, and payment records the clinic keeps. VetVero processes this data to provide the Service to the clinic.

Online booking submissions. When a pet owner books through a clinic’s public booking page, we collect the details they submit (name, contact information, pet details, appointment request) on the clinic’s behalf, and — if they check the SMS consent box — their text-messaging consent (see Section 3).

Communications. Emails and text messages sent through the Service (delivery metadata and content as needed to send and log them), and messages you send us (for example, to support).

Payment information. Subscription payments are processed by Paddle, our merchant of record. Paddle collects and stores payment card details under its own privacy policy; we do not store full card numbers.

Technical information. Standard server logs (IP address, timestamps, user agent), and the strictly necessary cookies described in our Cookie Policy. We do not run third-party advertising or analytics trackers, and our web fonts are self-hosted.

We use information to: provide, operate, secure, and support the Service; authenticate users and enforce roles and permissions; send transactional communications (appointment emails and texts, receipts, service and security notices); process subscriptions through our merchant of record; maintain audit logs the Service provides to practices; prevent abuse and enforce our Terms; comply with law; and improve the Service. We do not sell personal information, and we do not use Customer Data for advertising.

Text messages sent through VetVero are appointment-related and service-related messages from veterinary practices to pet owners who have consented — confirmations, reminders, and similar notices. Consent is collected either directly from the pet owner on the clinic’s online booking page, or by the clinic, which confirms it has the owner’s consent before enabling texts for that owner. Consent is not a condition of booking or of any purchase. Message frequency varies; message and data rates may apply. Reply STOP to opt out at any time or HELP for help; after a STOP, one confirmation message is sent and messaging to that number ceases unless the owner opts back in.

No sharing of mobile information for marketing. Mobile phone numbers, SMS consent status, and text-messaging originator opt-in data are used solely to send the messages described above and to honor opt-outs. We do not share, sell, rent, or trade mobile phone numbers or SMS opt-in data with third parties or affiliates for marketing or promotional purposes. The only disclosure of this information is to the messaging-delivery providers acting on our instructions to send the requested messages, and as required by law.

We share information only with:

• Service providers (sub-processors) listed in Section 5, to host and operate the Service on our instructions;
• The practice you interact with — if you are a pet owner, your booking details, consent status, and communications belong to your clinic’s records;
• Professional advisers and authorities where required by law, legal process, or to protect rights, safety, or the integrity of the Service;
• A successor in connection with a merger, acquisition, or sale of assets, under confidentiality and subject to this Policy.

We do not sell personal information and do not share it for cross-context behavioral advertising.

We will update this list as providers change; the current list is always on this page.

The Service is hosted in the United States (primary database region: AWS us-east-1, Northern Virginia). If your practice is in Canada, your Customer Data — including client and patient records — is stored and processed in the United States and is subject to lawful access requirements applicable there. By using the Service, Canadian practices consent to this cross-border processing; practices remain responsible for any notice to their clients that applicable Canadian law (including PIPEDA and provincial statutes) may require.

While your subscription is active, we retain Customer Data so the Service can function and so your practice can meet its record-keeping obligations.

If your subscription lapses, your data is not deleted immediately: read-only access for export remains available. Customer Data of trial accounts that never subscribed may be deleted beginning 90 days after the trial ends; Customer Data of former subscribers may be deleted beginning 12 months after the subscription lapses. We send advance notices to the account owner’s email before any such deletion, and resubscribing before deletion preserves all data.

Individual account deletion. An Authorized User can delete their VetVero account from account settings. Deletion removes the login identity and personal profile; entries in clinical, financial, and audit records are retained in anonymized or attributed form as part of the practice’s records, because medical-record, controlled-substance, and financial rules require those records to remain intact.

Practice data deletion. A practice owner can request deletion of the practice’s Customer Data by writing to support@vetvero.com. We will verify the request and delete or irreversibly anonymize the data within a reasonable period, except where law requires retention (for example, tax and accounting records) — in which case we retain only what is required, for as long as required, and then delete it.

Logs and backups. Operational logs and any infrastructure-level copies age out on our providers’ schedules; deleted data becomes unrecoverable as those cycles complete.

We take security seriously and design for least privilege: encryption in transit (TLS) and at rest on our hosting infrastructure, tenant isolation enforced at the database layer (row-level security), role- and permission-based access inside each practice, server-side enforcement of sensitive actions, and audit logging of sensitive operations that practices can review. No system is perfectly secure; if we learn of a breach affecting your data, we will notify you as required by applicable law and our DPA.

Practice users can access and update account information in settings, export practice data, and delete their account as described above. Pet owners should direct requests about clinic records (access, correction, deletion) to their veterinary clinic, which controls those records; we support clinics in fulfilling such requests. Email and SMS: transactional emails include the sender context; text recipients can opt out by replying STOP at any time.

Depending on where you live, you may have statutory rights to access, correct, delete, or receive a copy of your personal information, and to complain to a supervisory authority. To exercise rights with us, contact support@vetvero.com; we will verify your identity and respond within the time applicable law requires. We do not discriminate against anyone for exercising privacy rights.

The Service is for business use and is not directed to children. We do not knowingly collect personal information from anyone under 18 through the Service.

We may update this Policy from time to time. Material changes will be announced by email or in-app notice at least 30 days before they take effect, and the effective date above will change. Earlier versions are available on request.

If you are in Canada, you may also contact the Office of the Privacy Commissioner of Canada regarding PIPEDA matters after raising your concern with us.