Privacy Policy

1. Who we are

We are the data controller for the purposes of UK data protection law.

If you have any questions about this policy or how we use your data, please contact us at:

Email: [email protected]

2. What services this policy applies to

This Privacy Policy applies to:

• the Pet365 AI chat triage service;
• any escalation to a fully trained human operative (including RCVS-registered Veterinary Nurses); and
• any referral or signposting to third-party services.

3. The data we collect

3.1 Data about you

• Name
• Email address
• Telephone number
• Account or login details (where applicable)
• Location (postcode or region)

3.2 Data about your pet

• Pet name
• Species (dogs and cats only)
• Age and breed (where provided)
• Medical and health information you provide

3.3 Service and usage data

• Chat messages and responses
• Triage outcomes
• Escalation notes and records
• Referral information
• Date, time and duration of interactions

3.4 Technical data

• IP address
• Device and browser information
• Usage and diagnostic information

4. Special category (health) data

Information about your pet's health is treated as sensitive and handled with appropriate safeguards.

5. How we collect your data

We collect your data directly from you when you register and use our services, and automatically through your use of the service.

6. How we use your data

We use your data to:

• Provide and operate the Pet365 services;
• Manage escalations to human operatives or veterinary professionals;
• Make referrals where appropriate;
• Improve our systems and service quality;
• Provide customer support; and
• Meet legal and regulatory obligations.

7. Our lawful bases for processing

We process personal data based on:

• The performance of a contract;
• Our legitimate interests; and
• Compliance with legal obligations.

In some cases, we rely on your consent.

8. Who we share your data with

We may share your data with:

• Tele-veterinary providers;
• Pharmacies;
• Escalation staff and veterinary professionals;
• Hosting and platform providers;
• Communications service providers; and
• Analytics partners.

9. Third-party services

Third-party providers operate under their own privacy policies. We are not responsible for the privacy practices of those third parties.

10. International transfers

Where personal data is transferred outside the UK, we use appropriate safeguards in accordance with UK data protection law.

11. How long we keep your data

We retain personal data only for as long as necessary to fulfil the purposes set out in this policy, including legal, regulatory, or reporting requirements.

12. How we protect your data

We apply appropriate technical and organisational security measures to protect your personal data against unauthorised access, loss, misuse, or disclosure.

13. Your rights

Under UK data protection law, you have rights including:

• The right to access your personal data;
• The right to request correction of inaccurate data;
• The right to request deletion of your data;
• The right to restrict processing;
• The right to object to processing;
• The right to data portability; and
• The right to withdraw consent where processing is based on consent.

14. Complaints

If you are unhappy with how we handle your data, you have the right to complain to the Information Commissioner's Office (ICO).

Website: www.ico.org.uk

15. Children

Our services are intended for users aged 18 and over only.

16. Automated processing and AI

We use AI and automated decision-making as part of our triage service to assess information and determine whether escalation to a live veterinary professional is recommended.

17. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. Any updates will be posted on this page.