Who we are. VetAILs, Inc. ("VetAILs," "we," "us") operates the Fetch communications platform (the "Services"). VetAILs provides the Services to veterinary clinics and organizations ("Clinics") so they can send appointment reminders, visit follow-ups, feedback requests, and clinic updates to their clients ("End Users," "Pet Parents").
1) Scope & Roles
VetAILs as Controller
We are a controller (or "business") for data we collect when you visit our sites/apps, create a VetAILs account, interact with our support/billing, or receive VetAILs service notices/marketing.
VetAILs as Processor/Service Provider
We are a processor (or "service provider") when we process data on behalf of a Clinic through Fetch—for example, delivering a Clinic's messages to End Users, logging opt-ins/opt-outs, and reporting delivery analytics back to the Clinic. In that case, the Clinic determines purposes and means; we act on the Clinic's instructions.
If you received a message from a Clinic via Fetch and have questions about that Clinic's data practices, please contact the Clinic (they control that processing).
2) Information We Process
- Account & contact: name, email, phone, auth data, organization/Clinic association, role.
- Communications data (processor context): recipient contact information, message content/metadata, opt-in/opt-out/HELP/STOP logs (time, date, method, text presented), delivery events, engagement (e.g., opens where available), survey/feedback responses.
- Usage & device: IP address, approximate region, device/browser type, identifiers, cookies or similar tech, logs/diagnostics.
- Business operations: subscription/billing details, payment tokens (via PCI-compliant processors), invoices, support tickets, audit logs.
Sources: you; your Clinic; carriers/email providers; analytics and infrastructure vendors.
3) How We Use Information
Provide and secure the Services; deliver Clinic messages (processor role) and maintain preference logs; improve service quality with aggregated/de-identified analytics; send operational notices (and VetAILs marketing where permitted); comply with law and enforce terms; detect/prevent fraud, abuse, and security incidents.
4) Legal Bases (EEA/UK where applicable)
Consent (where required), contract (to provide Services), legitimate interests (security, improvement), and legal obligations.
5) Cookies & Similar Technologies
We use cookies and similar tech for authentication, session management, analytics, and preferences. You can control cookies in your browser; some features may not work without them.
6) Sharing & Disclosures
We do not sell personal information and do not "share" it for cross-context behavioral advertising. We disclose to:
- Service providers/subprocessors (cloud hosting, messaging gateways/carriers, email delivery, analytics, payments, support, security) bound to use data only to provide services to us. A current list of key subprocessors: https://vetails.com/subprocessors.
- Clinics (when acting as processor, we provide relevant logs, analytics, and message data back to the controlling Clinic).
- Legal & safety obligations.
- Business transfers (e.g., merger/acquisition) under protections consistent with this Policy.
7) Data Retention
We keep data only as long as needed for the purposes above and legal/compliance needs. Opt-in/opt-out logs may be retained to demonstrate compliance. Where feasible, we minimize or de-identify data over time.
8) Security
We use administrative, technical, and physical safeguards appropriate to the risk (e.g., encryption in transit, access controls, logging). No system is 100% secure.
9) Children
The Services are intended for adults managing pet care and not directed to children under 13.
10) International Transfers
We process data in the United States and may transfer to other countries. Where required, we use appropriate safeguards (e.g., Standard Contractual Clauses).
11) Your Choices & Rights
Messaging preferences
For Clinic messages, reply STOP to SMS; use email unsubscribe links; or contact the Clinic.
Platform requests to VetAILs
For VetAILs-controlled data (accounts, support, billing), contact privacy@vetails.com.
US State/EEA/UK rights
Depending on your location, you may have rights to access, correct, delete, object, restrict, or receive a copy of your data. We do not sell or "share" personal information. For Clinic-controlled data, contact the Clinic.
12) Changes to this Policy
We may update this Policy and will post a new Effective Date. For material changes, we'll provide reasonable notice.
13) Contact
VetAILs, Inc. — privacy@vetails.com
123 Demo Street, Suite 100, New York, NY 10001 USA
Canonical: https://vetails.com/privacy • Terms: https://vetails.com/terms