US Privacy Policy

TERMS AND CONDITIONS

Use of the Digital Practice communications platform is dependent on the terms you have agreed with your Veterinary Clinic. The following provides additional information about your use of the Digital Practice Platform

What is Digital Practice?

Digital Practice is a system used by your Clinic to communicate with their clients over SMS/text messaging and/or WhatsApp. You will never interact with Digital Practice, only your own Clinic.

What sort of messages will I receive?

Your Clinic will decide the exact messages they want to send you, but in most cases, it will include:

  • Updates about your animal(s)

  • Reminders for services, medication, or veterinary healthcare

  • Billing reminders

  • Information about services or products available from your clinic that might be relevant to you

You will not receive offers or marketing from any other party.

Why am I receiving messages?

You are receiving messages through Digital Practice because your Clinic wants to communicate with you directly, and you have given them your consent to message you.

How do I opt out?

Using the Dashboard, from the link under the first message in each conversation, you can set up the specific message types you wish to receive or opt out from. You can also update your messaging preferences for this service by replying to your Clinic with the word MANAGE.

In addition, you can type STOP to prevent any messages being sent to you. After you send the message "STOP" to us, we will send you a message to confirm that you have been unsubscribed. After this, you will no longer receive messages. However, if you do this, you will not receive any messages at all, even the ones that you would prefer to see.

If you want to join again, send START to the Clinic number to resubscribe.

You can also contact your Clinic directly to talk about your message preferences.

What if there is a problem?

If you are experiencing issues with the messaging program you can reply with the keyword HELP for more assistance, or you can get help directly from your Clinic.

Note that carriers are not liable for delayed or undelivered messages.

What fees are there?

Your Clinic does not charge you for this service. However, as always message and data rates may apply for any messages sent to you from us and from us to you. If you have any questions on what these rates are, check with your mobile data or telephone provider. Most users will receive an average of XXX messages a month.

YOUR PRIVACY

The Digital Practice Platform is operated by ProVet and Digital Practice Ltd (part of Digital Petcare Ltd) on behalf of your Veterinary Clinic. To allow the system to operate, Digital Practice needs to collect, handle and process certain data from your Clinic and you. ProVet and Digital Practice are service providers and your interactions are with your Clinic.

WHAT IS THE PURPOSE OF THIS PRIVACY POLICY?

We need to tell you about how we use the personal information that comes from use of the platform.

If you have any queries about this Privacy Policy or how your Clinic uses your personal information, please contact your Clinic in the first instance.

This Privacy Policy relates to your use of the Digital Practice platform and tells you:

  • What personal information we collect about you when you use the service

  • How we collect your personal information in the service

  • How we use your personal information

  • Who we may share your personal information with

  • How long we keep your personal information

  • What we do to protect your personal information

  • What choices you have in relation to your personal information

We last updated this Privacy Statement on 28th April 2025

INFORMATION WE PROCESS

Note that all information collected is done so under your Clinic’s Privacy Policy; this section is included for your information only.

Information that you give us:

  • your name and clinic name

  • the name of any pets

  • any other information you provide in the chat

We may collect and process the following information about you:

  • technical information logs about the device you use to access the Platform

  • logs of your use of the Platform, including a record of your chats and notes

Your Clinic may also use any and all information they already hold on file to interact with you, including clinical records, billing details, and appointments. This information is processed through Digital Practice but is not stored in the system.

Any personal information that you give to us may be used in the following ways:

  • to provide you and the Clinic with the messaging service

  • to allow the Clinic to integrate information from the Platform into the Clinic’s systems

  • to administer the Digital Practice Platform (such as troubleshooting, data analysis, research)

To be clear: We do not use your personal information for marketing purposes or provide it to third parties.

If you fail to provide personal information

If you fail to provide certain information when requested, your Clinic may not be able to perform the contract they have entered into with you (providing you with the service), or they may be prevented from complying with our legal obligations.

SHARING YOUR PERSONAL INFORMATION

We may from time to time share this information, but only to the extent necessary to provide the service.

Practice clients

We will share your name with your practice.

Practice staff

We will share the name you give us with the client you are chatting with.

Your Practice

All the data is owned by your Practice and is available to them

Our staff

Our staff will have access to the data on a need-to-know basis for the purposes of troubleshooting and system operations. This data will not routinely be accessed and then only by a minimum number of trained and accredited personnel under a strict duty of confidentiality.

Our Business Partners

We may share your information with:

  • Our suppliers for the performance of any contract we enter into with them or you solely for the purpose of providing and supporting the service (360Dialog, Amazon Web Services, Amplitude, Functional Software T/A Sentry, Google LLC, Intercom Software UK Ltd, Linear, Mailgun, Microsoft, OneSignal, Stripe and Twilio);

  • Our professional contractors (e.g. legal, technical, or professional services) who are bound by a duty of confidentiality; and

  • Analytics providers (Google Analytics and Amplitude) who analyse information about your use of the Digital Practice Platform to help us to tailor the product.

LEGAL REQUIREMENTS & LAW ENFORCEMENT

We may also disclose your personal information to third parties:

  • If we sell our business in which case the personal information that we hold will be part of the transferred assets.

  • If we are required by law, or in order to enforce our terms of use. This includes exchanging information with other organisations for the purposes of fraud protection and credit risk reduction and also law enforcement agencies.

Note that if any request is made by law enforcement officials, it will be passed to the Clinic. We will then assist the Clinic as the require to resolve the situation in accordance with their written instructions.

KEEPING THE PERSONAL INFORMATION CONFIDENTIAL

The security of your personal and confidential information is important to us.

We use appropriate technical and organisational measures to safeguard personal information. We use encryption technology in transit and at rest to enhance privacy and help prevent information security breaches.

We use industry-standard measures and processes for detecting and responding to inappropriate attempts to breach our systems.

All third parties who provide services to the platform are required to sign contracts requiring them to have appropriate technical, administrative and physical procedures in place to ensure that your information is protected against loss or misuse.

All information you provide to us is stored on our secure servers or on secure servers operated by a third party. Information on our third-party providers can be found above.

Data (name, animal name, PMS reference) is transmitted securely through these systems to the Clinic and is linked to payment information (if payment is made through the service) for reconciliation purposes. Clinic users’ personal information is not linked to client payment details or reconciliation records.

Retention of information

We only hold your personal information for as long as necessary for the purposes for which we collected your information. In accordance with the legal limitation period we will keep your information until the end of the contract with the Veterinary Clinic after which time it will be deleted, unless senior clinical staff at the practice direct us to erase it sooner.

Emails

If you choose to send us information via email, we cannot guarantee the security of this information until it is delivered to us.

YOUR RIGHTS

You have certain rights in relation to your personal information.

Access to information

You have the right to access information that your Clinic holds about you. This includes information held in Digital Practice. If you wish to receive a copy of the information held, please contact the managers of your Clinic, who will liaise with our data protection team to get you access to the information.

Changing or deleting your information

You can ask at any time to change, amend or delete the information that your Clinic holds about you. You can also opt out of information sharing with third parties, by contacting your Clinic managers, who will liaise with our data protection team to action your request.

COMPLAINTS

If you make a request to your Clinic under this Privacy Statement we will work with them to resolve it.

CHANGES TO OUR PRIVACY STATEMENT

We review our Privacy Statement on a frequent basis to check that it accurately reflects how we deal with your information and may amend it if necessary. You should check this page regularly to see the most up to date information.

How to Contact us

We welcome questions, comments and requests regarding this Privacy Statement which can be sent to our Data Protection Officer, David Harris, at compliance@digitalpractice.vet