Privacy Policy

Last updated: August 27, 2026

VetFlow reads your appointment schedule and turns it into a live floor board. This policy explains exactly what that means for your data — what we read, what we never touch, how practices are kept apart from each other, and how long any of it sticks around.

1. Who this covers

This policy explains how VetFlow handles information when a veterinary practice subscribes and its staff use the service, and when a visitor browses this website or asks for a demo.

Two different relationships are described here. For information about your practice as a customer — your account, your billing, your contact details — we act on our own behalf. For the clinical workflow data VetFlow reads from your practice management system, we act on your instructions, as your processor. Those processor terms are set out in the Data Processing Addendum.

2. What we collect from website visitors

If you fill in the demo request form, we collect the details you give us: your name, work email, practice name, how many locations you run, which practice management system you use, and anything you write in the message field. We use it to reply to you and to prepare for the call — nothing else.

We do not sell visitor information, and we do not pass it to advertisers.

3. What we collect from subscribing practices

For a practice using VetFlow, the information involved falls into a few clear groups:

Account and practice information — practice name, owner email, the locations you are licensed for, the logins issued within your practice and the role and location each one is scoped to.
Billing information — your plan, number of locations, subscription status, and the record that a payment succeeded. Card details are handled by our payment provider; we never receive or store your full card number.
Clinical workflow data read from your scheduler — patient (pet) name, client (owner) name, species, reason for visit, appointment time, assigned doctor, appointment status, and the scheduler's appointment identifier.
Workflow data created inside VetFlow — room and nurse placements, visit checklists and who completed each step, help calls, patient alerts, staff chat messages, shift setups, and discharged-visit records used for your daily report.
Operational and diagnostic data — sync heartbeats, reconcile logs, extension version, and error information we need to keep the board accurate and to investigate problems.

4. What we deliberately do not collect

VetFlow reads the scheduler, not the chart. We do not pull medical records, lab results, imaging, treatment notes or invoices out of your PIMS, and our browser extension never writes anything back into it.

We do not ask for or store your PIMS credentials. The extension works inside a session your own staff have already signed into on the host computer.

VetFlow is a veterinary tool. It is not intended to collect human patient health information, and you should not put any into it.

5. How we use information

We use the information above to:

Run the service — check patients in, place them, build checklists, discharge them, and keep every screen in your clinic in sync.
Give you your own reporting, such as the end-of-day report of patients seen per doctor.
Keep the service secure and correct — including quarantining a batch of scheduler data that looks like it came from the wrong clinic, so it can be reviewed before it reaches a board.
Bill your subscription and manage your account.
Support you when something breaks, and improve the product based on how it behaves in real clinics.

6. How your data is kept separate

Every record in VetFlow carries the practice it belongs to and the clinic location it belongs to, and access rules are enforced at the database level rather than only in the interface. A login scoped to one practice cannot read another practice's stations, visits, tasks, alerts or chat, and a login scoped to one location sees that location's board.

This matters most for practice groups: each clinic runs its own board, its own staff list and its own sync health, even though they share one subscription.

7. Who we share it with

We do not sell your data and we do not share it with other practices. We share it only with the service providers we need to operate: our application hosting and database platform, our payment provider, and our email delivery for notifications and invitations. Each is given only what it needs to do its job.

We may also disclose information where the law requires it, or where we need to protect the safety and integrity of the service. If we are ever part of a merger or acquisition, we will tell affected practices before their data moves.

8. How long we keep it

While your subscription is active, we keep your workflow data so the board works and your reports remain useful. Operational logs — sync heartbeats, reconcile records, quarantine reviews — are kept for a limited period for troubleshooting and then removed.

When your subscription ends, we delete or de-identify your practice's clinical workflow data. We keep the minimum account and billing records we need for legal, tax and accounting purposes. If you want an export before you go, ask and we will help you get it.

9. Security

Data is encrypted in transit. Access rules are enforced per practice and per location at the data layer. Machine-to-machine access for the browser extension uses a per-device key that can be rotated or retired without touching anyone else's installation. Access to production data on our side is limited to the people who need it to support the service.

No system is perfectly secure. If a breach ever affects your practice's data, we will tell you promptly and tell you what we know.

10. Your choices and rights

Your practice controls its own logins: an owner or practice manager can add, scope or revoke access at any time. Staff can update their own sign-in credentials, and password reset is self-service.

Depending on where you are, you may have rights to access, correct, export or delete personal information we hold about you, or to object to certain processing. Ask us and we will act on it, subject to the record-keeping we are legally required to maintain. Where we hold data on behalf of a practice, we will direct the request to that practice.

11. Children and cookies

VetFlow is a workplace tool for veterinary professionals and is not directed at children.

This site and the application use only the storage needed to keep you signed in and to remember practical preferences, such as your selected clinic location and whether alert sounds are on. We do not use advertising trackers.

12. Changes and contact

If this policy changes materially, we will update the date at the top and notify subscribed practices. For any privacy question or request, contact us using the details provided to your practice, or through the demo request form on this site.