Privacy Policy

1. Who We Are

AskVet247 provides online veterinary support services and software tools for pet owners, veterinary professionals and veterinary clinics. Our platform may include appointment booking, AI-assisted veterinary reports, clinical note generation, imaging support, blood test interpretation, cytology support, toxin checking, drug safety checking, case management and related SaaS portal features.

For direct pet owner services, AskVet247 may act as the data controller for the personal data you provide. For clinic SaaS services, the veterinary clinic will usually act as the data controller and AskVet247 will usually act as a data processor on behalf of that clinic.

2. Scope of This Policy

This Privacy Policy applies to personal data processed through the AskVet247 website, portal, booking system, AI tools, reports, communication channels and account areas.

This policy does not replace the privacy notices of veterinary clinics using AskVet247. If you are a client of a veterinary clinic, that clinic may provide its own privacy notice explaining how it controls and uses your personal data.

3. Personal Data We May Collect

Depending on how you use AskVet247, we may collect the following types of information:

• Account details such as name, email address, username, role and login information.
• Contact details such as email address, telephone number and business contact information.
• Clinic details such as clinic name, address, billing information and authorised users.
• Pet owner details entered into the platform by users or clinics.
• Pet and patient details such as species, breed, age, sex, weight, symptoms and case history.
• Clinical information such as notes, uploaded images, laboratory results, reports and case data.
• Appointment information including selected date, time, payment status and consultation history.
• Payment and subscription information, where applicable.
• Technical information such as IP address, browser type, device information and usage logs.
• Security information such as login history, failed login attempts, audit logs and admin actions.
• Consent records, including acceptance of terms, privacy notices, cookies or AI disclaimers.
• Messages, support requests, feedback and communications sent to us.

4. Animal and Clinical Data

Information about animals is not usually personal data by itself. However, animal records may become personal data where they are linked to an identifiable pet owner, clinic user or veterinary client. We therefore treat clinical records, case files, uploaded images and AI reports with appropriate confidentiality and security.

5. How We Use Personal Data

We may use personal data for the following purposes:

• To create and manage user accounts.
• To provide access to the AskVet247 website, portal and veterinary tools.
• To process appointment bookings and payments.
• To generate AI-assisted reports, summaries and veterinary support outputs.
• To allow clinics to manage users, patients, cases and reports.
• To provide customer support and respond to enquiries.
• To maintain platform security, prevent misuse and investigate incidents.
• To record audit logs, consent records, login history and administrative actions.
• To improve the safety, reliability, functionality and quality of the platform.
• To comply with legal, regulatory, contractual and professional obligations.
• To manage subscriptions, billing, usage limits and commercial relationships.

6. AI-Assisted Processing

AskVet247 uses AI-assisted tools to support veterinary workflows. These tools may analyse or summarise information entered into the platform, including clinical notes, animal symptoms, laboratory results, images, case details and other uploaded material.

AI outputs are intended to support veterinary professionals and must not be treated as a final diagnosis, treatment decision or replacement for professional veterinary judgement. Veterinary users remain responsible for reviewing, verifying and applying any AI-generated output appropriately.

We may maintain audit logs, prompt version records, model configuration records and usage records to support transparency, safety, quality assurance and compliance.

7. Lawful Bases for Processing

We rely on different lawful bases depending on the purpose of processing. These may include:

• Contract: where processing is necessary to provide our services, manage accounts, process bookings, provide subscriptions or deliver clinic portal functionality.
• Legitimate interests: where processing is necessary for platform security, service improvement, audit logging, fraud prevention, support, business administration or AI safety governance, provided those interests are not overridden by individual rights.
• Legal obligation: where processing is required to comply with applicable law, accounting rules, regulatory requirements or data protection obligations.
• Consent: where we ask for consent, such as for certain cookies, marketing communications or acceptance of specific notices.

8. Special Category Data

AskVet247 is a veterinary platform and is not designed to collect human medical information. However, users should avoid entering unnecessary personal health information about themselves or others into free-text fields. Where sensitive personal data is provided, we will handle it with appropriate care and only process it where a valid lawful basis and condition applies.

9. Sharing Personal Data

We may share personal data where necessary with trusted third parties who support the operation of the platform. These may include:

• Cloud hosting providers.
• AI technology providers.
• Payment processors.
• Email and communication providers.
• Analytics, monitoring and security providers.
• Professional advisers, insurers, auditors or legal advisers.
• Regulators, authorities or law enforcement where required by law.
• Veterinary clinics, where data relates to that clinic’s account or clients.

Where third-party processors are used, we aim to ensure appropriate contractual, technical and organisational safeguards are in place.

10. International Transfers

Some service providers may process data outside the United Kingdom or European Economic Area. Where this happens, we will take steps designed to ensure appropriate safeguards are in place, such as adequacy regulations, approved contractual clauses, data processing agreements or other lawful transfer mechanisms.

11. Data Security

AskVet247 uses technical and organisational measures designed to protect personal data, including:

• Secure cloud hosting.
• HTTPS and secure cookies.
• Authentication and role-based access controls.
• Clinic-level data separation.
• Audit logging and login history.
• Security event monitoring.
• Account suspension controls.
• Password and session security controls.
• Administrative access controls.
• Backup and recovery procedures.

No system can be guaranteed to be completely secure. Users must keep their login details confidential and notify us immediately if they suspect unauthorised access or misuse.

12. Data Retention

We retain personal data only for as long as reasonably necessary for the purposes described in this policy, including to provide services, maintain records, meet legal obligations, resolve disputes, support veterinary record-keeping requirements, protect the platform and maintain audit trails.

Retention periods may vary depending on the type of data, the clinic agreement, legal requirements, regulatory obligations and legitimate business needs. Where AskVet247 acts as a processor for a clinic, retention may be governed by the clinic’s instructions and the applicable Data Processing Agreement.

13. Your Data Protection Rights

Depending on the circumstances, you may have the following rights under data protection law:

• The right to access your personal data.
• The right to request correction of inaccurate personal data.
• The right to request deletion of personal data.
• The right to restrict processing.
• The right to object to processing.
• The right to data portability.
• The right to withdraw consent where processing is based on consent.
• The right to complain to the Information Commissioner’s Office.

These rights are not absolute and may be subject to legal, clinical, contractual or regulatory limitations. For example, some records may need to be retained for legal, audit, veterinary or professional reasons.

14. Subject Access Requests

You may request a copy of the personal data held about you. We may need to verify your identity before responding. Where data is controlled by a veterinary clinic, we may refer your request to the relevant clinic or assist the clinic in responding.

15. Right to Erasure

You may request deletion of your personal data. We will assess deletion requests carefully and may retain certain records where necessary for legal, regulatory, contractual, clinical, security, audit or legitimate business purposes.

16. Cookies and Similar Technologies

AskVet247 may use cookies and similar technologies to operate the website, keep users signed in, remember preferences, support security, analyse usage and improve services. Some cookies are essential. Others may require consent. Further information is provided in our Cookie Policy.

17. Marketing Communications

We may send service-related communications where necessary, such as account, security, billing or platform notices. We will only send marketing communications where we have a lawful basis to do so. You may opt out of marketing communications where applicable.

18. Children

AskVet247 is not intended for use by children. Accounts should only be created by adults or authorised veterinary professionals. If you believe a child has provided personal data to us, please contact us.

19. Clinic Users and Veterinary Clients

If you are a veterinary client whose information has been entered into AskVet247 by a clinic, the clinic will usually be responsible for explaining how your data is used. You may wish to contact the clinic directly for privacy requests relating to your clinical or client records.

20. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. Where changes are material, we may notify users or request acceptance of the updated version. The version and date at the top of this page show when this Privacy Policy was last updated.

21. Contact

If you have questions about this Privacy Policy, how your data is used, or your data protection rights, please contact AskVet247 using the contact details provided on our website or inside your account dashboard.

22. Complaints

You have the right to complain to the UK Information Commissioner’s Office if you are unhappy with how your personal data has been handled. We would appreciate the opportunity to resolve any concerns first, so please contact us before making a complaint where possible.