Privacy Policy

1Two 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), 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 should ask their veterinary practice first; we will support the practice in answering.

For the accounts of clinic staff, for billing, for our marketing site and for the diagnostics that keep the service running, PetGrid is the controller and this policy describes our own handling.

2What we hold

Depending on who you are:

• Clinic staff: name, email address, the practice they belong to and their role within it.
• Pet owners: name, email address, phone number where given, the practice they are a client of, and their messages with that practice.
• Patients: name, species, breed, date of birth, weight, sex, colour, allergies, and the clinical record a veterinarian enters: visits, notes, immunisations, laboratory results, prescriptions.
• Billing: the practice's subscription details and the identifiers used by our payment processor. We do not store card numbers.
• Technical: IP address, browser and device information, pages visited, and error diagnostics.

3Why we hold it

To provide the service a practice has subscribed to; to authenticate people and keep practices separated from one another; to send transactional email such as a portal invitation; to bill the practice; 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. We do not use clinical records to train machine-learning models. Where a practice enables an AI feature, it is applied per patient and only where the owner has given consent on that patient's record, which can be withdrawn at any time from the client app.

4Who 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.
• Neon: the Postgres database holding every record described here, hosted in the United States.
• Vercel: application hosting, request routing and uploaded file storage.
• Resend: delivery of transactional email, such as a client portal invitation.
• Stripe: subscription billing. Stripe receives the practice's billing details; it does not receive clinical records.
• Sentry and Better Stack: error and log collection, used to diagnose faults.
• PostHog and Vercel Analytics: product usage analytics for the marketing site and applications.

5Where it is held

The database and the application are hosted in the United States. If you are outside the United States, using PetGrid involves transferring your information there.

[TO CONFIRM: the transfer mechanism you rely on (e.g. Standard Contractual Clauses) and whether any customer requires data residency elsewhere]

6How 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.

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.

7How 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.

Diagnostic logs and analytics are kept for [TO CONFIRM: log and analytics retention period].

8Your 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 object to or restrict how it is used, and to receive it in a portable form.

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 them respond.

You may also complain to a data protection authority. [TO CONFIRM: the relevant supervisory authority for your jurisdiction]

9Children

PetGrid is for veterinary practices and their adult clients. It is not directed at children, and we do not knowingly collect information from them.

10Changes 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.

Questions about this policy: petgrid@petgrid.vet.