Privacy Policy

1What changed on 11 October 2026

This version describes the PetGrid app for pet owners in full (Pip, reminders and notifications, texts and the code that confirms your number, sharing, lost pet pages, the clinic map, Invite my vet and the Shop), PetGrid's own contact with clinics, cookies, and how long each kind of information is kept. It adds web push services and Jitsi Meet to the list of providers.

2Two different roles

PetGrid handles personal information in two distinct capacities, and which one applies changes who you should ask about it.

For clinical and client records inside a practice (patients, owners, appointments, notes, invoices, messages, calls), the practice is the controller and PetGrid is its processor. We hold that information on the practice's instructions. A pet owner asking about their own records at a clinic should ask their veterinary practice first; we will support the practice in answering.

PetGrid is the controller, and this policy describes our own handling, for: the PetGrid login and the link between an owner and the clinics they use; everything a pet owner keeps in the app for themselves; Pip; Invite my vet; the clinic map; the accounts of clinic staff; billing; our website, its forms and its sales chat; our own emails and calls to clinics; and the diagnostics that keep the service running.

3What we hold

Depending on who you are:

• Clinic staff: name, email address, the practice they belong to and their role within it, and, if they connect one, a key to their own calendar, stored encrypted.
• Pet owners at a clinic: name, email address, phone number where given, the practice they are a client of, their messages with that practice, their choices about texts, email and AI, and the record of each of those choices.
• Pet owners using the app for themselves: name, verified email address, the province or state and country they live in, language and time zone, their pets and what they add about them (described under Pet owners without a clinic), and their reminder and notification choices.
• Patients: name, species, breed, date of birth, weight, sex, colour, allergies, microchip number, photos, and the clinical record a veterinarian enters: visits, notes, immunisations, laboratory results, prescriptions.
• Callers to a practice that uses the AI receptionist: phone number, what was said (as a transcript and a short summary) and, only where the practice has turned recording on, the recording.
• Clinics PetGrid contacts: the clinic's name, address, phone and published email address, the names and roles of people who work there where they are published or given to us, and the record of our emails, calls and their answers.
• Billing: the practice's subscription details and the identifiers used by our payment processor. Where a practice takes card payments through PetGrid, also the payments its clients make: amount, date, card brand and last four digits, and whether a card is saved, with the words the client agreed to. We never store card numbers.
• Technical: IP address, browser and device information, pages visited, and error diagnostics. IP addresses used to limit abuse are kept as one-way codes, not in readable form.

4Why we hold it

To provide the service a practice has subscribed to and the app a pet owner has signed up for; to authenticate people and keep practices separated from one another; to send the email, texts and notifications people have asked for or need; to bill the practice; to tell clinics about PetGrid; to diagnose faults and keep the service secure; and to understand which parts of the product are used, in aggregate.

We do not sell personal information, and we do not share it for advertising. We do not use clinical records or pet owners' records to train machine-learning models. What PetGrid's AI features send to the model provider, and how a practice or a pet owner can stop it, is set out under AI features and Pip below.

5One login across clinics

A pet owner can use one PetGrid login with more than one veterinary practice. Each practice keeps its own record of that owner and their pets, and no practice sees another's records unless the owner asks for records to be sent.

To make this work, PetGrid keeps the link between an owner's login and each practice they use. PetGrid is the controller of that link. It holds the login, the practices, and how and when each link was made; it holds nothing clinical.

Closing the login means closing the owner's account at each practice they use. Each practice then deals with its own records as described under How long it is kept.

6Pet owners without a clinic

The owner app is free for pet owners. Anyone can sign up, with or without a PetGrid clinic. For a pet owner who uses the app without a PetGrid clinic, and for records an owner adds themselves (marked "Added by you"), PetGrid is the controller of that information. That means PetGrid is the organisation responsible for it, not any clinic.

What we keep: your name and the verified email address you signed up with. The province or state and the country you live in, which we ask once and use only to check that the service is offered there. If you type a postal code, we check it and do not store it.

We also keep what you add: your pets (name, species, breed, date of birth, sex, weight history, microchip number, allergies and a photo); the vaccines and medicines you enter; the documents and photos you upload; the care routines and reminders you set (vaccines due, monthly preventatives and your own), with your email and notification choices for them; a symptom diary, which no AI reads; and the share links, vet codes and lost pet pages you make, with a log of when each one was opened.

Documents and photos you upload are kept in private file storage. Nobody can open them without signing in as you, unless you share them. Location data hidden inside a photo (where and with what camera it was taken) is removed before it is stored. Your information is held in the United States, as described under Where it is held.

Records you enter are not checked by a clinic. The vaccine card says so.

Location is optional. The vet map uses your device's location only when you tap to use it. It is used in your browser to centre the map and is not stored. The province or state you give at sign-up is the only location we keep.

If you ask, the app can read an old record you uploaded. The document is sent to Anthropic, the AI provider listed under Who else touches it, to suggest vaccines, medicines and allergies, and the text it reads is kept with the document so you and Pip can find it. Nothing is added to your pet's record until you confirm each one. It never runs on a pet you have turned AI off for, and there is a fair limit on how many readings you can ask for each month.

Nothing goes to a clinic unless you choose which records to send and confirm. Once a clinic accepts them, that copy becomes part of the clinic's record, and the clinic is the controller of its copy.

We keep your information while your account is open. You can delete your account yourself in the app. When you do, the records and files you hold are deleted right away. Copies in our backups are deleted as those backups expire, within 35 days.

You can download a copy of everything yourself in the app, and delete it yourself. You can also write to PetGrid's privacy officer at petgrid@petgrid.vet to ask for access or a correction. We answer within 30 days.

If you are not satisfied with our answer, you may complain to the Office of the Privacy Commissioner of Canada (priv.gc.ca).

For now, people who live in Quebec cannot create an account for the free owner app. They can still view the public clinic map. If you tell us you live in Quebec, nothing is saved.

7Sharing your pet's records

Nothing you keep in the app is shared unless you share it. Your shares are listed in the app with when each was opened, and you can turn any of them off at any time.

• Vet code: six digits that let a vet see your pet's vaccines, allergies and medicines. It lasts 24 hours and up to 10 people can open it. We keep only a one-way code of it. Each opening records the time and the name and clinic the vet typed in, so you can see who looked.
• Share link: for a sitter, a kennel or a groomer, with only the parts you tick (vaccines, allergies, medicines, a contact name and phone, a care note). It lasts from 1 to 30 days, 7 unless you choose otherwise. Each opening is logged with the time only.
• Vaccine card: a link and QR code on your pet's vaccination record, valid for a year, showing that record.
• Lost pet page: a public page, made when you turn lost mode on, that anyone with its link or poster can open for up to 60 days. It shows your pet's photo, species and breed, where and when it was last seen, your description, whether it is microchipped (never the chip number), and only the contact name, phone or email you choose. It never shows your address. Search engines are asked not to list it, and each view is logged with the time.
• Family and sitters (at a PetGrid clinic): you can invite up to 8 people per pet by email. A sitter's access ends on the date you set, at most 90 days ahead. An invitation lapses after 30 days.
• Sending records to a clinic: the clinic receives what you choose, with the words you agreed to, and staff must accept it before it reaches the pet's chart.

8Pip, the app's assistant

Pip is not a veterinarian or a vet tech, does not diagnose, and does not name medicines or doses. Plain rules, not AI, decide how each question is handled: warning signs get a fixed emergency card telling you to call a vet now; questions about using the app are answered from your own information without AI; official pet-care guides are shown word for word; anything else goes to your clinic's messages or to the vet map. Pip never guesses.

The owner app uses Anthropic's AI only in these cases, and never for a pet you have turned AI off for:

• What do my papers say: only if you turn it on. Pip searches your own records and sends at most six short matching passages, never a whole document, to find the answer, and shows you the quotes. There is a monthly limit.
• Reading a record or a vet's instructions you upload: the document, to suggest entries or changes to a care routine that you confirm one by one.
• Symptom helper: for clients of a PetGrid clinic that has switched it on, never for owners without a clinic. It sends your question, your pet's species and an age range, never its chart, and answers only from vetted passages, dropping anything that names a medicine or a dose or reads as a diagnosis. Your clinic can see these questions.
• Quick answers from your clinic: at a clinic with AI Front Desk, a message you send the clinic may get a first answer from the clinic's own written information, its opening hours and your refill requests, before staff reply.
• Shop ideas: at a PetGrid clinic, only if you turn them on: your pet's species, breed, age, weight trend, allergies and visit summaries the vet has approved, to suggest products. Suggestions are kept for 7 days.

9Pip conversations

Your conversation with Pip is kept in your own browser, for 7 days after the last message, and Start over clears it. For clients of a PetGrid clinic, each question is also logged in the clinic's records, with how it was handled, so the clinic can review it; nothing is logged for a pet whose AI is off. For an owner without a clinic, PetGrid keeps only a count of AI use, not the questions.

10Reminders, notifications, emails and texts

Reminders you set are sent by email, by notification, or both, as you choose, at the hour you pick and never in your quiet hours. A notification on a lock screen never names your pet or the reason. You can turn reminder emails off in the app at any time.

Notifications are sent only to a device where you turned them on. We keep that device's push address, and the browser maker's push service carries each message (see Web Push below). You can turn them off in your account or in your device's settings.

Texts come only from a PetGrid clinic you are a client of, in that clinic's name, through Twilio. If you turn texts on in the app, a 6-digit code is texted to the number first, and no other text is sent until you type it back. The code works for 10 minutes and allows 5 tries; we keep only a one-way code of it, deleted once it is used or within a day. Texts are not sent between 21:00 and 9:00 in the clinic's time zone, except a message asking you to come in now.

We record each yes and each stop to texts: when, how (the code, a text from your phone, or your clinic recording your yes), the exact words you were shown and their version. We keep this record, without your IP address, as proof of your choice. Reply STOP (or ARRET) to any text to stop texts at once; START turns them back on.

A PetGrid clinic sends newsletters and other promotional messages only to clients recorded as agreeing to them.

11Invite my vet

When you ask for a clinic on the map to join PetGrid, we record the request against a one-way code made from your account (or, if you are not signed in, from your IP address, with the clinic remembered in a cookie on your device for 30 days until you sign in). A clinic can be told how many pet owners asked, never who, unless you choose the email below. The PetGrid team sees the counts and may contact the clinic about them.

If you are signed in, you can choose to have PetGrid email the clinic once on your behalf. The email goes to the clinic's published address, names you in full, gives your email address for replies, and says it was sent because you asked. We keep a record of it (your name and email, the clinic's address, when it was sent), as the anti-spam law requires, and the PetGrid team is told it was sent. It is sent once for you and that clinic, and never to an address that has asked PetGrid not to write.

Your requests are deleted when you delete your account, and so is any email that was not sent (held or failed). The record of an email that was sent is kept after you delete your account, as the anti-spam law requires: your name and email, the clinic, the date it was sent and the email's message id.

12The clinic map

The map of veterinary clinics is built from public business information: Overture Maps, Foursquare Open Source Places and OpenStreetMap, plus corrections clinics send us. It holds business details (name, address, phone, website and published email), not information about pet owners. A clinic can claim its listing; we email a link to the address given, and keep that contact to follow up.

The map itself is drawn in your browser from MapTiler or OpenStreetMap, which see your IP address. If you tap to use your location, it stays in your browser.

13The Shop

The Shop, for clients of a PetGrid clinic, links to products sold by Pet Valu, through an affiliate network when one is set up. Your browser goes to the seller's site; PetGrid sends the seller nothing about you or your pet. We count clicks per day, with no person or pet attached. The seller's own privacy policy applies to what you do on its site.

14Tell me when it's ready

On a part of the app that is coming soon, such as Pet Social, you can tap "Tell me when it's ready". We keep that you asked, with your account, and an area only if you give one: a neighbourhood or city name, or the first three characters of your postal code, never your address. We also keep the province or state your app profile already has. We never ask for your device's location for this.

We use it only to tell you when that part opens near you, and the PetGrid team sees only counts by area, never who asked. Tap "Remove me" to delete it at any time; it is also deleted when you delete your account.

15Clinics we contact

PetGrid tells veterinary clinics about its service. For this, PetGrid is the controller of the business contact details it holds: those a clinic publishes, for example on its own website (we keep the page where we found an address), those given to us in an enquiry or a demo booking, referrals, and lists we import. We do not email or call clinics in Quebec.

Our emails follow Canada's anti-spam law (CASL). We email a published business address only about the clinic's business and only while it stays published, or an address that has written to us, or one whose owner has agreed. Each email names PetGrid, gives our mailing address and has an unsubscribe link that works at once. A person on the PetGrid team approves every email before it is sent; an AI may draft its opening line from notes about the clinic.

Our calls to clinics are made by a person on the PetGrid team, during business-friendly hours (9:00 to 21:30 on weekdays and 10:00 to 18:00 at weekends, in the clinic's time). PetGrid's AI assistant calls a clinic only to confirm a demo or return a call the clinic asked for, and only with its agreement; it says at the start that it is an AI calling for PetGrid. A call that may be recorded says so at the start. If a clinic asks us not to contact it again, we record that and do not.

Sales call recordings are deleted after 90 days.

16Our website, forms and sales chat

The contact form keeps your name, email and message, and a demo booking keeps your name, email, phone and clinic, so we can answer and meet you.

The sales chat on the website is answered by Anthropic's AI. The conversation is held in your browser, not saved by PetGrid; to limit abuse we keep only one-way codes of your IP address and of the conversation, never their content. If you choose to give your name, email, phone or clinic in the chat, you are shown what we will do with them first, and we keep them as a demo booking or a message.

17Who else touches it

PetGrid runs on third-party infrastructure. Each of these providers processes information on our behalf, under contract, and only as needed to do its job:

• Clerk: accounts, sign-in and organisation membership for clinic staff and pet owners, including the one login a pet owner uses across clinics.
• Svix: delivers account events from Clerk, and email delivery events from Resend, to PetGrid. Those events carry the person's name and email address.
• Cloudflare Turnstile: the bot check on the sign-up and sign-in pages, run through Clerk, and on the website's contact form. It sees the browser's IP address and device signals, not records.
• Neon: the Postgres database holding every record described here, hosted on Amazon Web Services in the United States (US East).
• Vercel: application hosting and request routing in the United States, uploaded file storage (documents, photos and attachments, kept private), and the encrypted nightly backups.
• Upstash: short-lived counters that limit how often invitations, sign-up attempts and similar requests can be made. They hold an account or practice identifier or an IP address, kept for minutes to a day.
• Arcjet: bot and abuse protection on the website and the apps. It sees each request's IP address, browser details and the page asked for.
• Resend: delivery of email: account and portal invitations, appointment and care reminders, receipts, messages a practice sends its clients, Invite my vet emails an owner asks PetGrid to send, and PetGrid's own emails to clinics. It receives the recipient's address and the message.
• Zoho Mail: PetGrid's own mailbox. Messages sent to PetGrid, including the contact and demo forms and replies to PetGrid's emails, land there.
• Stripe: billing the practice's PetGrid subscription and AI add-ons, and, for a practice that switches card payments on, taking card payments from its clients through the practice's own Stripe account (Stripe Connect): pay links, saved cards, refunds and card readers. Stripe receives the card details and the amounts; card numbers never reach PetGrid. It does not receive clinical records.
• Sentry and Better Stack: error and log collection, used to diagnose faults. Before anything is sent, request bodies, cookies, web address queries, email addresses and phone numbers are removed, and no screen recordings are made.
• Vercel Analytics: aggregate usage analytics for the marketing site, the clinic console and the client app, without cookies. In the client app it records page views with any ids and codes removed from the address, and a few steps such as signing up or adding a pet, with no name, email or other personal details.
• Google Analytics: on the marketing website (petgrid.vet) only, and only when it is configured: pages visited, device and browser details and approximate location. It is not loaded in the clinic console or the client app.
• Google and Microsoft: only where a member of staff chooses to connect their own Google or Outlook calendar, in which case the appointments they can see are sent to that calendar. PetGrid reads only the busy and free times from a connected calendar, never what the events are, and only when that person turns busy times on.
• Intuit and Xero: only where a practice's administrator chooses to connect the practice's own QuickBooks Online (Intuit) or Xero, in which case the practice's issued invoices (with each line's description as printed on the invoice), credit notes and payments, and the name and email of each billed client, are sent to those books. PetGrid reads back only the practice's lists of items, accounts and tax codes, never its documents. They do not receive the clinical record.
• Twilio: text messages (SMS) and phone calls: the code that confirms a pet owner's number and the texts a practice sends its clients once it is confirmed, the AI receptionist, confirmation calls, and PetGrid's own calls to clinics. Twilio carries the messages and calls, including the caller's and recipient's phone numbers, and, when call recording is on, the call recordings and the transcripts made from them.
• Deepgram: through Twilio, turns what a caller says to the AI receptionist into text while the call is in progress. It receives the call audio, not the clinical record.
• Google Cloud Text-to-Speech: the voice that the AI receptionist and confirmation calls speak with, through Twilio, and the voice samples in the console and the website's sales chat. It receives the text to be spoken, not the clinical record.
• Meta: WhatsApp, Messenger and Instagram, for a clinic that writes to PetGrid there. Meta carries the messages, including the sender's phone number or account name; PetGrid keeps the chat for 30 days. It does not receive clinical records.
• MapTiler: when PetGrid turns it on, the maps in the owner app's clinic directory, loaded in the browser from MapTiler's servers, which see the viewer's IP address. No client or patient information is sent.
• OpenStreetMap: the maps in the clinic directory and the clinic's own map pin, loaded in the browser from OpenStreetMap's tile servers, which see the viewer's IP address. When a practice sets its directory pin, PetGrid looks up the practice's own address with OpenStreetMap's Nominatim service. No client or patient information is sent.
• Web Push: when a person turns notifications on for a device, the push service run by that browser's maker (such as Google, Mozilla or Apple) carries each notification to it. The service sees the device's push address; the message itself is encrypted for the device.
• Jitsi Meet: the video room for a virtual visit, when the practice has not set its own video link. The room is made for that visit alone, and the video and sound pass through Jitsi Meet's servers (run by 8x8) while the visit lasts. PetGrid does not record visits.
• Anthropic: the AI model behind PetGrid's AI features, for practices and for pet owners. It receives only what the feature being used needs, as set out under AI features and Pip below, nothing at all from a practice that has switched AI features off, and only what the section on switching AI off allows about a pet whose owner has turned AI off. It does not use any of it to train its models.

18Where it is held

The database and the application are hosted in the United States, and the providers listed above process information there. If you are in Canada or anywhere else outside the United States, using PetGrid means your information is transferred to and stored in the United States.

While it is there it is subject to United States law, and courts, law enforcement and national security authorities in the United States may be able to obtain it under that law.

We remain responsible for information we transfer to a provider for processing. Each provider is bound by its contract with us to use it only to provide its service and to protect it, and we choose providers on that basis.

PetGrid does not currently offer hosting in Canada or any other region. A practice that is required to keep its records in Canada should tell us before it starts, and should not put those records into PetGrid until we can meet that requirement.

19How it is protected

Traffic is encrypted in transit. Each practice's data is isolated at the database level by row-level security, so a query that does not identify a practice returns nothing rather than returning everything. That isolation is verified automatically and independently of the application code. Uploaded files are kept in private storage and opened only after an access check.

Codes that grant access (vet codes, text confirmation codes) are kept only as one-way codes. Calendar keys are encrypted. Important actions on records are written to an audit trail that is only ever added to, never edited.

A full copy of the database is made every night, encrypted (AES-256-GCM) and kept in private storage for 35 days. An encrypted copy is also made before each software release, kept on a computer PetGrid controls, and deleted once it is more than 35 days old.

Access to data across practices is restricted to a named list of PetGrid administrators and exists for support and billing. Staff access inside a practice is controlled by the practice itself through roles.

No system is perfectly secure, and we do not claim otherwise.

If we learn of a breach of our safeguards affecting a practice's records, we will tell that practice without undue delay, with what we know about what happened and what was involved, so that it can meet its own obligations to report it and to notify the people affected. Where PetGrid is the controller we will report and notify as the law requires.

20How long it is kept

Records inside a practice are kept while that practice's subscription is active, and after it ends for the export window set out in the Terms of Service, after which they are deleted.

Veterinary records are frequently subject to a minimum retention period under professional or local rules. Meeting that obligation is the practice's responsibility, and a practice should export its records before cancelling. Call transcripts and summaries are part of the practice's records.

What a pet owner keeps in the app for themselves is kept until they delete it or close their account, and is then deleted at once from the live database.

Call recordings, from a practice's calls and from PetGrid's own, are deleted after 90 days. Vet codes last 24 hours, share links at most 30 days and lost pet pages at most 60 days; the record that they existed stays in the owner's history until the owner closes their account. A download of an owner's data stays available for 7 days.

Backups are kept for 35 days, so anything deleted is gone from them within 35 days.

Error reports and diagnostic logs are kept for up to 90 days. Product analytics are kept for up to 12 months. After that they are deleted, or reduced to totals that identify nobody.

Staff account details are kept while the person belongs to a practice, and deleted along with that practice's records if it leaves. Billing records are kept for as long as Canadian tax law requires. A record of consent to texts or email is kept as proof of what the person agreed to.

21AI features

PetGrid's AI features help a practice's staff. Each one runs only when a member of staff asks for it, or for the phone receptionist when a call comes in, and each sends Anthropic, the model provider listed above, only what that request needs:

• Note drafting: the veterinarian's own notes or dictation, and basic details about the pet (species, breed, age, sex, allergies and current prescriptions). Never the owner's name or contact details, and never the pet's history.
• History summary: the pet's clinical record (visits, notes, immunisations, laboratory results and prescriptions), to write a summary for staff.
• Suggested reply: the recent messages in the conversation, the client's first name, the practice's name, phone number and opening hours, and, for the pets the conversation is about, their species, recent visits, current prescriptions and care reminders that are due, to draft a reply a member of staff then edits or discards.
• Owner visit summary: the notes from one visit, with the pet's name and species, to draft a plain-language summary that a veterinarian approves before the owner sees it.
• Records import: the spreadsheet, document or photo a practice uploads to move its records into PetGrid, so the AI can read the columns and rows. Rows for a pet whose owner has opted out are removed from a spreadsheet or text file before anything is sent; a photo or PDF is sent whole, and the import page says so. Nothing is saved until staff approve it.
• Delivery receipts: a photo of a supplier's invoice or packing slip, to read the items into stock. It carries no client or patient information.
• Clinic memory: the question asked and the practice's own written entries (hours, services, prices, policies). It does not read patient records.
• Phone receptionist (AI Front Desk, a paid add-on): the caller's words as transcribed during the call and the practice's clinic memory, to answer; when the calling number is on file, the caller's first name, their pets' names and species, and the times and reasons of their upcoming visits, so it can book, move or cancel a visit; open appointment times; afterwards, the transcript, to write a short summary for staff. It never names a pet whose owner has turned AI off.
• Pet owners' AI features are described under Pip, the app's assistant, above.

22Switching AI off

A practice administrator can switch AI features off for the whole practice in Settings. While they are off, note drafting, history summaries, suggested replies, owner visit summaries, records import, delivery receipts, clinic memory and the symptom helper send nothing to the model, and the phone receptionist lets calls ring through to the practice. The phone receptionist is also a separate paid add-on that the practice switches on and off on its own.

A pet owner can turn AI off for a pet, at any time, from the app or by asking the practice, which records it on the pet's chart. From then on, history summaries, suggested replies, owner visit summaries, quick answers, the symptom helper, Shop ideas, record reading and Pip's answers from papers refuse to run on that pet, and records import removes that pet's rows as described above. Note drafting still works for the pet, because it sends only the veterinarian's own words and the basic details listed above.

Everything AI writes is a draft: a person reviews it before it is saved or sent, and a veterinarian approves anything an owner is told about a visit.

When a member of staff dictates a note, their web browser turns the speech into text. Some browsers, Google Chrome among them, do that by sending the audio to their maker unless the device can do it itself. PetGrid never receives or keeps the audio, only the text that results.

Clinical records and pet owners' records are not used to train AI models, by us or by any provider we use.

23AI phone handling

PetGrid has built a phone assistant that a practice can choose to answer its calls, and confirmation calls that phone its clients about upcoming appointments. Each runs for a practice only once that practice switches it on and connects its phone number. This section says how they treat callers and the people they call, so a practice can decide before switching them on.

When you call a practice that uses it, your call may be answered by an AI assistant acting for that practice, which says so at the start. If you ask whether you are speaking to a person, you will be told truthfully that you are speaking with an AI assistant and offered a member of staff. It never claims to be human, and it does not give medical advice: urgent calls are transferred to the practice or to the emergency number the practice has chosen.

When a confirmation call phones you, it says first that it is calling for the practice, calls only within the hours Canadian telemarketing rules allow, and leaves a voicemail with no medical details if you do not answer. These calls use no AI. If you ask not to be called again, you will not be called again for confirmations.

Call recording is off unless the practice turns it on. If it is on, you are told at the start of the call that it may be recorded, and the recording is deleted after 90 days. If recording is off, the call audio is not kept.

A transcript and a short summary of the call are stored in the practice's PetGrid account, so its staff can see what was asked and what was done. Your phone number is used to recognise you if you are already a client of the practice. These are part of the practice's records: the practice is the controller and PetGrid is its processor, as described at the top of this policy, so a question about them should go to the practice first.

The providers the assistant depends on are in the list above: Twilio carries the call, Deepgram (through Twilio) turns the caller's speech into text, Anthropic writes the replies and the summary, and Google Cloud Text-to-Speech speaks them.

24Cookies

PetGrid uses cookies to keep you signed in (set by Clerk), to remember your language, the clinic you last chose and similar settings, and, for Invite my vet, which clinics you asked for before signing in. When someone opens a records or referral link, a cookie remembers the name and clinic they typed for 12 hours. The website sets a cookie with your country, from your IP address, to show prices in the right currency. These cookies are essential: the site and the apps need them to work, so they are always on.

Analytics cookies are optional and used on the website (petgrid.vet) only. If you choose "Accept analytics" in the cookie banner, the website loads Google Analytics 4, which sets its own cookies (named _ga) to count visits and the pages people read. We switch off Google signals and ad personalisation, we run no ads, and Google Analytics does not store IP addresses. If you choose "Reject", or make no choice, Google Analytics does not load and sets no cookies. If your browser sends Global Privacy Control or Do Not Track, we treat that as a no. Your choice is saved on your device for 12 months, and we ask again sooner if this policy changes how we use analytics. You can change your mind at any time with "Cookie settings" at the bottom of every page; turning analytics off removes the Google Analytics cookies.

Vercel Analytics, which counts page views on the website and the apps, sets no cookies. The clinic console and the owner app load no Google Analytics and no advertising or tracking cookies.

25Your rights

Depending on where you live you may have the right to ask for a copy of your information, to have it corrected or deleted, to withdraw a consent, to object to or restrict how it is used, and to receive it in a portable form.

A pet owner can do much of this in the app: download everything they keep, see and stop every share, turn AI off for a pet, turn texts, emails and notifications off, and delete their records and account. A client of a PetGrid clinic can download their data from the app (the link lasts 7 days) and ask the clinic to close their account there.

Where PetGrid is the controller, write to petgrid@petgrid.vet. Where we are a practice's processor, which covers almost everything clinical, please ask that practice, and we will help it respond.

We will answer a request within 30 days, and tell you if we need longer and why.

If you are not satisfied with our answer, you may complain to the Office of the Privacy Commissioner of Canada (priv.gc.ca), which oversees how private-sector organisations handle personal information in Ontario under the Personal Information Protection and Electronic Documents Act (PIPEDA). If you live in a province with its own private-sector privacy law, or outside Canada, you may also complain to the authority where you live.

26Children

PetGrid is for veterinary practices and adult pet owners. It is not directed at children, and we do not knowingly collect information from them. If you believe a child has given us information, write to us and we will delete it.

27Changes and contact

We will update this policy as the product changes, and the date at the top will say when. Where a change is material we will tell affected practices, and pet owners with an account, by email.

PetGrid's privacy officer is Andres David Fonseca, who is accountable for how PetGrid handles personal information. Questions about this policy or a privacy concern: petgrid@petgrid.vet, or by mail to 1000953036 Ontario Corp., operating as PetGrid, an Ontario corporation with its registered office at 7 Summerland Terrace West, Suite PH05, Etobicoke, Ontario M9A 0B6, Canada.