Privacy Policy

1. Overview

VetiPilot ("VetiPilot," "we," "us") provides AI-powered front desk automation for veterinary practices, including phone and chat handling, scheduling, reminders, intake, billing communication, and related services (the "Service"). This policy explains what information we collect, how we use it, and the choices available to veterinary practices ("Practices") and their clients ("Pet Owners") when the Service is in use.

2. Information We Collect

We collect information in three general categories:

• Practice account information — names, emails, phone numbers, and billing details for staff who administer the Service.
• Client and patient information — pet owner contact details, appointment history, and pet records synced from the Practice's connected practice management system, to the extent needed to book, remind, and communicate about appointments.
• Communications data — call recordings and transcripts, SMS, email, and chat messages exchanged through VetiPilot's AI front desk, collected to complete the requested action and to improve response accuracy.
• Usage and device data — log data, IP address, and browser information collected automatically when Practice staff use the VetiPilot dashboard or when visitors use the VetiPilot website.

3. How We Use Information

• To operate core features: answering calls and messages, booking and rescheduling appointments, sending reminders, and processing intake and billing communications.
• To maintain and improve the accuracy of the AI system, including reviewing flagged or escalated conversations.
• To provide Practices with reporting and analytics about their own call and appointment activity.
• To communicate with Practice administrators about their account, billing, and service updates.
• To meet legal, security, and fraud-prevention obligations.

4. Call Recording & Voice Data

When VetiPilot answers a call on a Practice's behalf, the call may be recorded and transcribed to complete the requested action, verify accuracy, and improve the AI system. Callers are notified that the call may be recorded, consistent with applicable state and federal law. Practices are responsible for confirming that their own state's call-recording consent requirements (one-party vs. two-party consent) are met when enabling this feature.

5. SMS & Text Messaging

Where a Pet Owner opts in to receive appointment reminders or other messages by text, their phone number and opt-in consent are used only to operate the Text Messaging Program and are not shared with third parties for unrelated marketing purposes. Message and data rates may apply. Recipients can opt out at any time by replying STOP to any message; opting out of texts does not affect a Practice's ability to reach a client by phone or email.

6. How Information Is Shared

We do not sell personal information. We share information only in the following circumstances:

• With the Practice itself — all client and patient data handled by VetiPilot on a Practice's behalf remains visible to that Practice through its dashboard and connected practice management system.
• With service providers — subprocessors that support hosting, telephony, messaging, and payment processing, bound by contract to protect the data and use it only to provide their service to us.
• For legal reasons — where required to comply with law, respond to lawful requests, or protect the rights and safety of VetiPilot, a Practice, or the public.
• With Practice consent — any other sharing a Practice explicitly authorizes, such as connecting a new integration.

7. Data Security

We use industry-standard safeguards — encryption in transit and at rest, access controls, and routine security review — to protect information handled by the Service. No system is completely secure, and we encourage Practices to use strong, unique credentials for their VetiPilot accounts.

8. Data Retention

We retain communications data and appointment records for as long as a Practice's account is active, or as needed to provide the Service, plus a limited period afterward for legal, accounting, or dispute-resolution purposes. Practices can request deletion of specific client records at any time, subject to any records a Practice is independently required to retain under veterinary recordkeeping law.

9. Pet Owner Rights

Because VetiPilot processes client and patient data on behalf of a Practice, requests from a Pet Owner to access, correct, or delete their information should generally be directed to their veterinary Practice, who can submit the request to us. Where required by applicable law, we will also respond to verified requests submitted directly.

10. Cookies and Website Analytics

The VetiPilot marketing website uses minimal cookies and analytics to understand aggregate traffic and improve the site. These do not include the call, text, or appointment data described above, which is only collected through active use of the Service by a Practice. See our Cookies Policy for details.

11. Cross-Border Data Transfer

Information we collect may be processed and stored on servers located outside the Practice's or Pet Owner's own state, province, or country. By using the Service, a Practice agrees to this transfer. We take reasonable steps to ensure information is handled securely and in line with this policy regardless of where it is processed.

12. Business Transfers

If VetiPilot is involved in a merger, acquisition, or sale of assets, client and patient data may be transferred as part of that transaction. We will provide notice before information becomes subject to a materially different privacy policy.

13. Links to Other Websites

The Service or our website may link to third-party sites, including connected practice management systems. We are not responsible for the privacy practices of sites we do not operate, and encourage reviewing their policies directly.

14. Children's Privacy

The Service is intended for use by veterinary practices and their adult clients. It is not directed to children under 13, and we do not knowingly collect personal information directly from children.

15. Changes to This Policy

We may update this policy as the Service evolves. Material changes will be communicated to Practice administrators, and the "last updated" date above will reflect the most recent revision.

16. Contact Us

Questions about this policy or a data request can be sent to privacy@vetipilot.com.