Last updated: 8/12/2026

1. Introduction

Welcome to Vetwoop. We respect your privacy and are committed to protecting your personal data. This privacy policy will inform you as to how we look after your personal data when you visit our website or use our mobile application and tell you about your privacy rights and how the law protects you.

2. Data We Collect

We may collect, use, store and transfer different kinds of personal data about you and your pets, including:

Identity Data: First name, last name, username or similar identifier.
Contact Data: Email address and telephone numbers.
Pet Data: Names, breeds, medical history, photos, symptom records, and triage sessions.
Home Visit Data: Address and delivery notes provided when booking a home visit appointment.
Marketplace Data: Shipping addresses, order history, and payment records for marketplace purchases.
Travel Compliance Data: Destination country, compliance status, and uploaded travel documents for your pets.
Technical Data: IP address, login data, browser type and version, device identifiers, push notification tokens.
Usage Data: App interactions, pages visited, feature usage, and error logs.
Location Data: Approximate location for clinic search (with consent).

3. How We Use Your Data

We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:

To register you as a new customer and authenticate your account.
To provide veterinary triage and facilitate clinic bookings, including home visit appointments.
To process marketplace orders and facilitate delivery of pet supplies from vendors.
To provide pet travel compliance information and track your pet's compliance status.
To send appointment reminders, medication alerts, and service updates.
To improve our website, products/services, marketing or customer relationships.
To comply with legal obligations and prevent fraud.

4. AI and Automated Decision-Making

Vetwoop uses artificial intelligence to analyze pet symptom descriptions and suggest care guidance. The AI does not provide medical diagnoses. All AI-generated suggestions are reviewed against safety guidelines and include a disclaimer that they are not a substitute for professional veterinary advice. We do not use AI to make legally significant decisions about you.

5. Third-Party Services and SDKs

We use the following third-party services to operate Vetwoop:

Railway: Cloud hosting and database infrastructure.
Expo: Mobile app development platform and push notification delivery.
LogRocket: Session replay and error tracking (with data redaction for sensitive inputs). Subject to App Tracking Transparency consent on iOS.
Google: Authentication via Google Sign-In. When you sign in with Google, we request access to your email address, name, and profile picture (scopes: openid, email, profile) to create and authenticate your account. We do not access your contacts, files, calendar, or any other Google data. Your Google password is never shared with Vetwoop.
Google Maps: Clinic location display and geocoding.
Google Gemini AI: Pet symptom analysis and triage guidance generation. When you use Julean, your pet's symptom descriptions and uploaded photos/videos are processed by Google Gemini AI. We do not share personal identifiers (name, email, phone) with the AI service.
PostHog: Product analytics (page views, feature usage). Only loaded after you give analytics consent via the cookie banner.
Resend: Transactional email delivery (email verification, password reset, contact form).
Paystack: Payment processing for users in Ghana, Nigeria, Kenya, and South Africa (cards and mobile money).
Moolre: Payment processing and SMS delivery for users in Ghana (USSD, mobile money, and SMS notifications).
PayPal: Payment processing for international users (cards in 200+ countries).
Twilio: SMS delivery for users outside Ghana (verification codes and notifications).
MinIO / S3: Secure object storage for pet photos and documents.
Socket.IO: Real-time messaging for triage chat.

Each third-party provider processes data in accordance with their own privacy policies. We only share data necessary for the service to function.

AI Data Sharing:When you use Julean, our AI triage feature, your pet's symptom descriptions and uploaded photos/videos are processed by Google Gemini AI. We obtain your explicit consent before sending this data. You can opt out by not using Julean. We do not share personal identifiers (name, email, phone) with Google Gemini.

6. Data Retention

We retain your personal data only for as long as necessary:

Account data: Retained until you delete your account.
Triage sessions: Retained for 2 years after creation, then automatically anonymized.
Pet photos and documents: Retained until the associated pet or account is deleted.
Marketplace order data: Retained for 7 years for tax and legal compliance.
Travel compliance records: Retained until the associated pet or account is deleted.
Home visit addresses: Retained with the appointment record for 2 years after the appointment date.
Usage logs: Retained for 90 days for debugging, then deleted.
Payment records: Retained for 7 years for tax and legal compliance.

7. Data Security

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. All data is encrypted in transit (TLS 1.3) and at rest. Access to production systems is restricted to authorized personnel only.

8. Your Data Protection Rights (GDPR / CCPA)

Depending on your location, you may have the following rights:

Access: Request a copy of the personal data we hold about you.
Rectification: Request correction of inaccurate or incomplete data.
Erasure: Request deletion of your personal data (see Account Deletion in Settings).
Portability: Request transfer of your data to another service.
Restriction: Request limitation of processing under certain conditions.
Objection: Object to processing based on legitimate interests.
Do Not Sell: We do not sell your personal information.

To exercise any of these rights, contact us at privacy@vetwoop.com. We will respond within 30 days.

9. International Data Transfers

Your data is primarily stored in the United States (Railway infrastructure). If you access Vetwoop from outside the US, your data may be transferred to and processed in the US. We use Standard Contractual Clauses (SCCs) to ensure adequate protection for transfers from the EEA, UK, and Switzerland.

10. Children's Privacy

Vetwoop is not intended for children under 13. We do not knowingly collect data from children under 13. If you believe a child has provided us with personal data, contact us and we will delete it.

11. Changes to This Policy

We may update this privacy policy from time to time. We will notify you of any material changes by posting the new policy on this page and updating the "Last updated" date.

12. Contact Us

If you have any questions about this privacy policy or our privacy practices, please contact us at privacy@vetwoop.com.

Privacy Policy