PetDesk Privacy Policy

Effective Date: November 21, 2024

This document (the “Privacy Policy”) describes the practices of PetDesk, LLC (“PetDesk,” “we,” “us” or “our”) for collecting, using, or disclosing information we receive whenever someone uses or accesses our services through the PetDesk veterinarian-patient engagement practice software, the PetDesk mobile application(s), the PetDesk.com website (the “Site”), or any other software or related service from PetDesk (referred to collectively as the “Platform”), including:

• “Personal Information,” such as your name, email address, user ID, medical or prescribing history, and other non-public information that identifies you;
• “Anonymous Information,” meaning, information we gather automatically without any data identifying or connecting the information to you or any other person(s).
• Other information you provide to us or we receive from you in the course and scope of using or accessing the Platform.

User Consent

You may only access or use the Platform if you agree to the terms of this Privacy Policy and our Terms of Service. If you do not agree with any terms of this Privacy Policy or the Terms of Service and do not consent to the collection, use, or disclosure of your information as described in this document, you may not access or use the Platform. By accessing or using the Platform, you: 

• Agree to the terms of this Privacy Policy and the Terms of Service; 
• Consent to your Personal Information and Anonymous information being processed as described in this Privacy Policy; and 
• Agree that PetDesk has discretion on where to process such information, either in the country where it was collected or in other countries, including the United States, where the laws regarding the handling of Personal Information may be less stringent.

Consent for SMS Opt-ins

We ensure that you have full control over the communications you receive. To provide you with relevant updates and appointment reminders, PetDesk relies on our customer provider partners to obtain necessary SMS opt-ins from users. By using our Platform, you acknowledge and agree that our customer provider partners may send you SMS messages for purposes such as appointment reminders, important updates about your pet, and other relevant communications. Your consent for SMS opt-ins is obtained by the customer provider partners, and you authorize them to send SMS messages to the phone number provided through our Platform. Additionally, the two-way texting feature allows you to respond to these SMS messages, enabling interactive communication with our customer provider partners. If you no longer wish to receive SMS messages from our customer provider partners, you retain the right to discontinue receiving SMS notifications from PetDesk. To opt out, simply send a text message with the word “STOP”. For additional instructions on how to use or deactivate the text notification feature, send a text message with the word “HELP”. Message frequency may vary, and standard message and data rates may apply.

Data Collection and Usage for Communication Services

At PetDesk, we are committed to providing efficient and effective communication services to enhance your experience. To enable these communication services, we collect and use specific data. This includes phone numbers, message content, and communication metadata. Please be assured that the data collected is exclusively used for facilitating communication services, such as sending appointment reminders and important updates, including interactions via two-way texting. We do not utilize this data for any other purposes beyond providing the communication services offered through the Platform.

We value your privacy and strive to ensure that your data is used responsibly and transparently. Your trust is of utmost importance to us, and we remain dedicated to safeguarding your information.

Data Sharing and Third Parties

PetDesk is committed to protecting your privacy. We do not share your phone number or SMS opt-in data with any third parties for the purpose of sending SMS messages or for any other marketing or promotional purposes. Your information is used exclusively to provide the services you have opted into, such as appointment reminders and important updates. We do not sell or disclose this information to external parties, ensuring that your data remains secure and private.

We reserve the right to update this Privacy Policy at any time, and any updated versions of the Privacy Policy will be effective as of the date when they are published on our website at PetDesk.com/privacy-policy/.

Our Policy Toward Children

Children under the age of 13 are not permitted to access or use the Platform, and we do not intentionally collect or maintain Personal Information from users under 13 years old. We reserve the right to suspend or deactivate any account(s) and/or delete all data associated with any account(s) that we know or reasonably believe are being used by a person or persons under the age of 13. If we obtain actual knowledge that we have gathered Personal Information about someone under 13 years old — either from that person’s use of an account in violation of this Policy or otherwise — we will take reasonable steps to remove all such Personal Information from our database(s). 

Children between the ages of 13 and 18 may only access or use the Platform after obtaining permission from their parent(s) or legal guardian(s). By accessing or using our Platform, you represent that you are at least 18 years old, or that you are at least 13 years old and have permission from your parent(s) or legal guardian(s) to use the Platform.

If you are a parent or guardian and believe your child provided us with Personal Information in violation of one of the two paragraphs listed above, please contact us at support@petdesk.com and provide your child’s name, address, username, email address, and any other information you believe may have been provided to us or stored in our databases.

Collection and Use of Information

Information Provided by You

We collect and maintain the Personal Information that you submit to us voluntarily when signing up for an account, maintaining your user profile, using certain features of the Platform, or communicating with representatives of PetDesk about the Platform or any of our services. The information we collect from you may include:

• Personal Information, such as your legal name, business name, mailing address, email address, phone number, date of birth, driver’s license number, or other information you provide to sign up for, maintain, or update your account or user profile;
• Content you submit while using the Platform, such as photos, postings, comments, ratings, or other audio, textual, or audiovisual content submitted through the Platform, in any forums within the PetDesk user community, or otherwise;
• Publicly available information we receive from any of your social media account(s) that are connected to your Platform user account about you or your connections to provide a more personalized experience — for example, featuring profile information on your account that you have authorized us to display on the Platform or showing your connections to or affiliations with other users of the Platform; 
• Credit card or other payment information you provide to purchase any software or services from PetDesk;
• Your name, email address, and the content of any messages you send to us via email, a “Feedback” form on the Platform, or otherwise, including any documents or information in any attachments to your message(s) or on websites hyperlinked within your message(s);
• Contact and other information you send through the Platform or a social media account connected to the Platform in a message, email, invitation, or otherwise; and
• Optional information we request to support your use of the Platform, such as information concerning your age group, gender, or other demographic information.

Personal and Business Information Provided to PetDesk by Providers

The Platform offers functions or features that enable veterinarians, groomers, veterinary technicians, or other persons acting as or on behalf of a pet care service provider (each, a “Provider”) to communicate with pet-owner patients (“Patients”) via emails, text messages, or other forms of digital communication. 

To use this feature, you must provide us with a Patient list which may include each Patient’s name, email address(es), phone number(s), pet information, and other like information. You must also consent to us using, maintaining, and sharing your Patient information with third-party service providers on an as-needed basis for the purpose of sending email, SMS messages, or other types of communications. By choosing to use this feature, you verify that you have permission to share the Patient information, and we may use and disclose it as described in this paragraph. 

If you wish to have any of this information removed from your account or our databases at any time, or you would like more information about the use and disclosure of such information, please contact us at support@petdesk.com.

Personal Information Provided to PetDesk by Patients

If you are a Patient, meaning a pet owner using the Platform to communicate with a veterinarian or other pet care service Provider, you may provide certain Personal Information when registering for an account, such as your name, email address, social media accounts, and current location. You may also provide photos, notes, events, and similar information in the ordinary course of using the Platform. By using the Platform, you authorize us to collect, maintain, and process any such information and link it to your account in order to facilitate your use of the Platform and its features. PetDesk will only share such information with your existing service providers or as outlined in this Privacy Policy, and we will not share any such information with other persons or businesses unless you share it through a social media account you connected to your user account on the Platform or via other sharing features within the Platform.

The Platform also offers features that enable Patients to search for Providers near the Patient’s current location. To use this feature, you must authorize us to collect and process your location data, provided that we will not make ssuch information public, share it with anyone, or connect it to the Personal Information in your account in any way. 

Personal Information from Other Sources

PetDesk works with various service providers to gather analytical information about its Platform, user base, target market, competitors, and marketing trends (each, a “Vendor”). Our Vendors may obtain and provide us with Personal Information about you from your social media accounts or other sources during the course of their ordinary data collection activities (not targeting you specifically), which we may link to the other Personal Information we collected about as described in this Privacy Policy.

Information Automatically Collected by PetDesk

When you access or use the Platform, PetDesk or its Vendors may passively or automatically collect and store information on their server logs, including your Internet protocol address (“IP Address”), browser, device information, and operating system. We also use Cookies and navigational data like Uniform Resource Locators (“URL”) to gather information regarding the date and time of your visit, the ways you used the Platform, and any advertisements or other third-party links you may have clicked. 

An IP Address is a number that is automatically assigned to your computer when you use the Internet. We collect and aggregate IP Addresses for purposes of providing more targeted advertisements to our users, but that information is not linked to the Personal Information we maintain for your account. 

Cookies are small data files that are sent to your computer’s hard drive when you visit a website. Cookies do not personally identify you; they merely identify the computer or other device you use to access the Platform or other website. We may use session Cookies (which expire once you close your web browser) and persistent Cookies (which stay on your computer until you delete them by following your Internet browser help file directions). In order to use the full functionality of the Platform your web browser must accept Cookies. If you choose to disable Cookies, some aspects of the Platform may not work properly, and you will not be able to receive our services.

We also automatically collect certain data when providing Telemedicine services, including usernames, passwords, activity logs, text transcripts, and images, videos, or other content created or shared during a Telemedicine session. All video, email, two-way messaging, phone, or text consultations between Patients and their Providers are recorded and archived and may be used for marketing, analytics, or publicity purposes to assist promoting PetDesk telemedicine services.

In addition, we use Vendors that provide Analytics services where we receive anonymous, non-personally identifiable information about how people use our Site or Platform, which may include a person’s past or future browsing history. We may use the information from our Vendors or the other means described above to, for example: 

• Make the Platform and our services more useful and tailored to our user base;
• Store your preferences and make your user experience more customized;
• Authenticate users more quickly and easily;
• Analyze trends in how different types of users utilize the Platform to improve features or address technical issues;
• Effectively administer the Platform and improve its navigability; 
• Deliver relevant advertisements and information; and
• Gather broad demographic information for aggregate use.

We may also enable advertisers and ad servers to promote third-party products or services by placing advertisements on the Platform. These advertisers and ad servers may use Cookies or “Web Beacons” (usually small, transparent graphic images) to monitor information related to the advertisements that may be displayed to you. Clicking on such advertisements will direct you to the website of a third-party and the advertiser. This Privacy Policy does not cover the practices of any advertisers or ad servers.

We do not use technology that recognizes a “do-not-track” signal from your web browser.

How We Use Your Data

Except as otherwise stated in this Privacy Policy, we do not generally sell, trade, rent, or share the Personal Information that we collect or receive with third parties, unless you ask or authorize us to do so. 

In general, Personal Information you submit to us is used by us to provide you access to the Platform, to improve the Platform, to better tailor the features, performance, and support of the Platform, and to offer you additional information, opportunities, promotions and functionality from us, our partners, or our advertisers. Additionally, we share your content preferences and other information with the social networking accounts you have connected to the Platform, along with any persons or companies you ask us to share your information with by using the Platform.

We may provide your Personal Information to third-party service providers who provide or assist with providing some of the services and features of the Platform and to help us communicate with you. Examples of such services include sending email, analyzing data, providing marketing assistance, processing payments (including credit card payments), and providing customer service. We require our third-party service providers to promise not to use your Personal Information except as necessary to provide services to us. We may also share your Personal Information with our third-party partners, companies with whom we have a co-branding or promotional relationship, or other third parties about whom you are notified and do not request to opt out of such sharing. 

This Privacy Policy does not cover and we have no responsibility for the use or disclosure of your Personal Information by any third parties. If you do not want us to use or disclose Personal Information collected about you in the manners identified in this Privacy Policy, you may not use the Platform.

Although we currently do not have a parent company, any subsidiaries, joint ventures, or other companies under a common control, we may in the future, and we may share some or all of your Personal Information with such companies, in which case we will require them to honor this Privacy Policy. Likewise, if we go through a corporate restructuring, merger, acquisition, or the sale of all or a portion of our assets, your Personal Information may be among the assets that we transfer as part of that arrangement. You acknowledge that such transfers may occur and are permitted by this Privacy Policy, and that any acquirer of ours or that acquirer’s assets may continue to process your Personal Information as described in this Privacy Policy.

We may also disclose your Personal Information if we believe in good faith that such disclosure is necessary to (a) comply with relevant laws or to respond to subpoenas or warrants served on us; or (b) to protect and defend our rights or property, you, or third parties. You hereby consent to us sharing your Personal Information under the circumstances described herein.

Personal Information obtained from Provider client lists will never be shared, sold, or transferred outside of this Service without your consent and will be deleted upon request in the event of a business transaction including, but not limited to, acquisition, merger, or dissolution.  Note that we are not able to remove your data from your individual veterinary provider. Please contact your individual vet clinic to get your data removed from your veterinary provider’s Practice Management System or other related software. If you would like to have your information deleted, please visit us here.

The Ability of Others to View Your Information

Information Posted or Published Through the Platform

When you use the Platform, you will send information to PetDesk, such as your name, profile information, comments, posts, and ratings. Any such information may be shared with other users or posted on publicly available portions of the Platform, including without limitation, chatrooms, message boards, and other public forums. Any Personal Information you disclose Personal Information when posting comments or other information or content through the Platform may become publicly available and may be collected, used, and disclosed by PetDesk as described in this Privacy Policy. Any information you publish on portions of the Platform accessible to other users may also be used or disclosed by others without our knowledge or ability to control such use or disclosure. We have no obligation to protect or prevent the use and disclosure of any information you publish or make available to other users through the Platform. 

Sharing of Non-Personal Information and Aggregate Data

PetDesk may share anonymous information it collects or receives about you that is not Personal Information, along with related aggregated data that does not identify you or provide third parties with the ability to contact you. For example, we may share aggregated usage data from our users or may share general demographic information about our users to provide anonymous data to business partners.

Third Party Sites and Advertising

The Platform may contain links to other websites that are not subject to this Privacy Policy. We are not responsible for the privacy practices or the content of such other websites, which will be subject to the privacy policies of such websites. Any links to or information about third parties that we provide through the Platform is for your convenience and should be considered an endorsement of any such third parties or their products, services, websites, locations, or content.

Your Choices Regarding Your Personal Information

If you share information with us, you will have the opportunity to review, update, change or delete the information you have provided to us (and that we continue to store) at any time through your profile settings. You may request deletion of your Personal Information by contacting us at support@petdesk.com, but please note that we may be required (by law or otherwise) to keep this information and not delete it (or to keep this information for a certain time, in which case we will comply with your deletion request, only after we have fulfilled such requirements). When we delete Personal Information, it will be deleted from the active database, but may remain in our archives.

You can also stop receiving emails from us or disable your account to prevent any future purchases through that account. Please contact us directly at support@petdesk.com to make changes to your communications preferences or click on the “unsubscribe” link located at the bottom of the marketing emails you may receive from us.

Regardless of your choices regarding promotional communications and updates regarding content, we may send you administrative messages, service announcements, terms and conditions of your account, or other similar communications, without offering you the opportunity to opt-out of receiving them.

The Following Terms Apply to California Residents

As of January 1, 2020, verified California residents will have the right to request disclosure of our personal information collection practices, a copy of the information we have collected about them during the prior 12 months, disclosure of our information sale practices, that we do not sell personal information about them and that we delete their personal information subject to certain exceptions.  To make a request for disclosure, you may contact us by emailing us at support@petdesk.com, visiting this webpage here either via your desktop or app, or by calling our toll-free number at (844) 738-2778. We will ask you for information to verify your identity and will use that information only for that purpose. This includes matching information you provide against information in our records. We may request that you submit a signed statement under penalty of perjury that you are the individual you claim to be. Disclosure requests may submitted through an authorized agent to which you have provided a formal Power of Attorney. Otherwise, you may submit a request through your third-party agent(s) only if (1) you provide the such agent(s) with written permission to make the request; and (2) you verify your own identity directly with us.  We will require the agent to submit proof to us that they have been authorized to make requests on your behalf.

The following chart shows the categories of personal information that we have collected during the past 12 months, the sources of the information, our purposes/uses of the information and whether we have disclosed the information for a business purpose.  The information described below includes information collected from our site visitors, Patients, Providers, and any other person that interacts with us either online or offline. Not all types of information are collected about all people interacting with us.  For instance, we may collect different information from Providers than we do from Patients.

Identifiers

(name, address, postal/email address, phone number, IP address, online ID, Unique ID (mobile device ID, customer number, cookie, etc.))

Sources of Information:

• Individuals submitting information
• Information automatically collected from site visitors and app users
• Information we may receive from third parties

Purposes Information is Used:

• Internal business operations and analytics
• To provide, change or optimize our services and the Platform including allowing Patients and Providers to communicate with each other
• To communicate with and market products or services to you
• To fulfill your requests for information
• To audit our interactions with you
• For Vendor oversight

Disclosed for Business Purposes?

• Yes (analytics, marketing, fulfillment, security/fraud protection)

Sensitive Information

(Username and Password)

Sources of Information:

• Individuals submitting information

Purposes Information is Used:

• Providing access to account, user authentication, security

Disclosed for Business Purposes?

• No

Commercial Information

(for example, products or services purchased or considered, consuming history)

Sources of Information:

• Individuals submitting information
• Information automatically collected from site visitors and app users
• Information we may receive from third-party marketing and data partners

Purposes Information is Used:

• Internal business operations and analytics
• To provide, change or optimize our services and the Platform
• To communicate with and market products or services to you
• To fulfill your requests for information
• To audit our interactions with you

Disclosed for Business Purposes?

• Yes (analytics, marketing, fulfillment, payment processing, security/fraud protection)

Internet/electronic activity

(for example, interaction with website, application or ad, browsing history)

Sources of Information:

• Information automatically collected from site visitors and app users

Purposes Information is Used:

• Internal business operations and analytics
• To provide, change or optimize our services and products
• To audit our interactions with you

Disclosed for Business Purposes?

• Yes (analytics, marketing, fulfillment, payment processing, security/fraud protection)

Geolocation data

Sources of Information:

• Information automatically collected from site visitors and app users with your consent

Purposes Information is Used:

• Internal business operations and analytics
• To provide, change or optimize our services and the Platform
• To communicate with and market products or services to you
• To fulfill your requests for information
• To audit our interactions with you

Disclosed for Business Purposes?

• No

Audio, video data

(for example, customer service calls)

Sources of Information:

• Information automatically collected during customer service calls

Purposes Information is Used:

• Internal business operations and analytics

• To provide, change or optimize our services and the Platform

• To communicate with and market products or services to you

• To fulfill your requests for information

• To audit our interactions with you

Disclosed for Business Purposes?

• Yes (analytics, marketing, fulfillment, payment processing, security/fraud protection)

Inferences from above to create a profile

Sources of Information:

• Internal analytics

Purposes Information is Used:

• Internal analytics Internal business operations and analytics
• To provide, change or optimize our services and products

Disclosed for Business Purposes?

• Yes (analytics, marketing, fulfillment, payment processing, security/fraud protection)

We do not provide your data to third parties in exchange for monetary consideration, but we do disclose data to third parties in exchange for analytics and security information. We do not sell personal information of individuals we actually know are less than 13 years of age.

Consent to Transfer

Our computer systems for the Services are currently governed by and operated in the United States, so your personal data will be processed by us in the United States, where data protection and privacy regulations may not offer the same level of protection as in other parts of the world, such as the European Union. PetDesk makes no representation that the Platform is governed by or operated in accordance with the laws of any other nation. If you are a visitor from outside the United States, by using the Platform, you agree to this Policy and you consent to the transfer of all such information to the United States, which may not offer an equivalent level of protection of that required in the European Union or other countries, and to the processing of that information as described in this Policy.

PetDesk reserves the right to store this information in and outside of the United States and in locations not under our direct control (for example, colocated server facilities).

Feedback

If you provide feedback to us, we may use and disclose such feedback for any purpose, provided we do not associate such feedback with your Personal Information. We will collect any information contained in such feedback and will treat the Personal Information in it in accordance with this Privacy Policy. You agree that any such comments and any email we receive becomes our property. We may use feedback for marketing purposes or to add to or modify our services without paying any royalties or other compensation to you.

Security

All information submitted to PetDesk will be stored on our servers. We use reasonable technical, administrative, and physical measures, including encryption where appropriate, to protect such information from unauthorized access, misuse, loss, or alteration. Nonetheless, you acknowledge that no security system is impenetrable, we cannot guarantee the security of our database, and we cannot guarantee that information supplied will not be intercepted while being transmitted over the Internet. Any information you transmit to us is sent at your own risk.

By using the Platform or otherwise providing Personal Information to us, you agree that we may communicate with you electronically regarding security, privacy, and administrative issues.

Changes and Updates

From time to time, we may change this Privacy Policy. To ensure that you are familiar with our most updated policies and practices, you should check the effective date indicated at the end of this Privacy Policy each time you use or access the Platform. If we make any significant changes, we will notify you of such changes by posting the updated Privacy Policy on the Services. We may also send you an email alerting you of such changes. Continued use of the Platform following notice of any such changes shall indicate your acknowledgement of such changes and agreement to be bound by the terms and conditions of such changes.

Contact Us

If you have questions or concerns about our Privacy Policy, please contact us at: support@petdesk.com.