Privacy policy
What data Vetness processes, why, who is responsible for it and how to exercise your rights.
This policy explains what personal data is processed on the Vetness platform (app.vetness.io), for what purpose, who is responsible for it and how you can exercise your rights. Contact us about your data at [email protected] or [email protected].
Platform operator. Details of the platform operator (legal name, registration details and address) will be published before the commercial launch.
Who is responsible for the data
Your platform account — registration, sign-in and its security, notifications, settings, messages to support, reviews. Vetness is the controller of this data.
Records kept by a place — medical records, vaccinations, grooming and stay notes, patients the place adds itself. The place is the controller of this data; Vetness processes it on the place's behalf and on its instructions, as a processor.
Records you keep — pets, vaccinations, weight, notes and documents you add yourself. We store them for you and show them to places only as described below.
The catalog of places — the public contact details of places that are not on the platform yet (see «Catalog of places» below). Vetness is the controller of this data.
What data we process
Account: name, e-mail, phone number, language, time zone (taken from the browser unless you choose one in Settings) and settings; the password only as a hash, a passkey only as its public key; technical sign-in data (IP address, browser, time).
Pets and medical records: species, breed, weight, vaccinations, parasite treatments, specialists' notes and documents.
Appointments, grooming bookings and hotel stays, payments (without card details — they are entered on the payment provider's page), chat messages and messages to support.
Why, and on what legal basis
Your account, bookings with places, booking reminders, the medical record — performance of our contract with you (the User agreement).
Optional features — newsletters, e-mail reminders, two-step sign-in — your consent or your choice in the settings; you can withdraw consent at any time.
Security — protection against bots and abuse, sign-in notifications, event logs — legitimate interest.
Legal obligations — when the law requires us to keep or disclose data.
Who can see the medical record
A pet's medical record is visible to the owner and to the places that added the pet or where it has a booking; other places it has visited see it only if the owner turned on “Share the history” in the pet's settings (it is off unless the owner turns it on). Places of one owner (for example, branches of one clinic) see each other's records and appointments of the pet, without that setting. Grooming notes are visible to the owner and to the place that wrote them. A place's internal records (not visible to the owner) are kept on the place's instructions — ask the place about them.
Who receives the data
We do not sell personal data. The places you book with receive the data needed for the service. To run the platform we use providers (sub-processors) that process data only on our instructions:
hosting, data storage and backups;
e-mail delivery — Amazon Simple Email Service (Amazon SES);
online payments — Stripe and Solidgate (card details are entered only on the payment provider's page; Vetness never sees them);
bot protection — Cloudflare Turnstile;
maps and address search — OpenStreetMap (your browser loads map tiles from OpenStreetMap servers; places' addresses are looked up with the Nominatim and Photon services).
visit statistics — Google Analytics (Google Ireland Limited) and PostHog (PostHog Inc., its EU cloud with servers in Frankfurt), only with your consent (see «Cookies and analytics»).
AI models for the business assistant — only if a place owner chooses a cloud model paid in credits: Anthropic (Claude), OpenAI or Google (Gemini) (see «Place setup wizard and business assistant»).
Medical card: who sees it
Your pet's medical card is seen by you and by the places your pet is connected with: the place that created the card or where your pet is booked now, and places where your pet was treated before. A place sees other places' records only if you turned on “Share the history” (it is off unless you turn it on); otherwise only its own records (the place your pet is booked with now also sees the vaccinations you added and the weight). Places of one owner (for example, branches of one clinic) see each other's records and appointments of the pet, without that setting. A place's administrators (front desk) see the pet profile, your contacts, vaccinations and appointments, but not specialists' records, documents, the weight, allergies or notes. A hotel only sees whether the vaccinations and treatments required for a stay are valid. Vetness support does not see the medical card. Every view of the card, opened file and change made at a place is recorded in the access log (who, from which place, when and what); you see it in your cabinet on the pet's “Access” tab, where you also change the sharing setting. The log is kept as long as the medical card exists.
Telegram notifications
If you connect Telegram yourself in “Settings”, we send copies of your Vetness notifications (appointments, reminders, events, reviews; a weekly summary for place owners) to the chat you chose via the Telegram Bot API, based on your consent. For this we store the chat ID, your Telegram name and @username, and when you connected. The recipient is Telegram: messages are processed on its servers, including outside the EEA and Ukraine, under its privacy policy. Messages contain no medical data — only what you see in the notifications on the website. You can disconnect at any time in “Settings” or by sending /stop; we then delete the chat data.
AI assistants
A place may, at its own discretion, connect a third-party AI assistant (for example Claude by Anthropic or ChatGPT by OpenAI) to its Vetness account through the Vetness MCP server. A connection is possible only after the user's explicit consent on the authorization page, works within the user's role and the chosen access (view, or view and change), and can be revoked at any time in the cabinet (“AI assistant”). Only the data needed for the action the user asked for is passed to the assistant: data of the place, price list, specialists, schedule, statistics and reviews; medical records, client contacts and payment data are not passed. The place chooses the AI provider: for the data it passes to the assistant the place acts as the controller and is responsible for the legal basis, and processing on the provider's side is governed by the provider's terms. Vetness keeps a log of the changes made by assistants.
Place setup wizard and business assistant
If a place owner uses the AI wizard or the Vetness business assistant, the place description, price lists, the messages they write and the data of their places the assistant reads to answer (price list, specialists, schedule, appointments with the client's first name and initial, statistics) are processed by a language model. By default it is the model on the Vetness server, and this data is not passed to third parties. In «AI assistant → Models and credits» the owner may choose a cloud model instead: through Vetness, paid in AI credits (Anthropic, OpenAI or Google then receive the requests as our sub-processors), or with the owner's own API key of a provider (Anthropic, OpenAI, Google, DeepSeek or Kimi — the owner is then that provider's customer and its terms apply). These providers process the requests in the USA, DeepSeek and Kimi in China; before connecting such a provider the owner confirms the transfer. Medical records, clients' contacts and payment data are never passed to the assistant, and uploaded photos of price lists are deleted after processing. For every request to a model we keep a usage record — the time, the model, the number of tokens, the cost and the credits, without the texts. Own API keys are stored encrypted, are never shown again and are deleted with the connection or the account. Conversations with the business assistant are stored with the time of each request and answer and the changes the assistant made: the owner sees their history and can move conversations to the archive, and the platform's administrators review requests and answers to improve the service (legitimate interest). Conversations are deleted together with the account.