In short
- You
- Controller of the data of your clients, patients, staff and suppliers
- We
- Processor: we store and process that data only on your instructions
- Together
- Joint controllers of the shared owner–pet profile
- Breach
- We notify you without undue delay, within 48 hours
- End
- 90 days read-only access for export, then deletion
- Sub-processors
- Public list; changes announced 30 days in advance
1. Parties
- Processor / joint controller ("VetCare", "we"): [company details to be announced], UIC [company details to be announced], [company details to be announced], [company details to be announced], personal data contact [company details to be announced].
- Controller / joint controller ("the business", "you"): the business (clinic or other business) registered on the platform, represented by the business owner who accepts this agreement in the app. The business details are those entered at registration and in the "Subscription" section.
2. Subject, duration, nature and purpose
- Subject: providing the VetCare software as a service: clinical work, sales, inventory, schedule, management, statistics, logs, reminders to clients, the public page of the business, online appointment requests and (optionally) the AI assistant.
- Duration: for as long as the business uses the platform, plus the period after the end under section 10.
- Nature: storage, organisation, search, display to authorised users, sending e-mails, backups, export, deletion.
- Purpose: only to provide the service to the business. We do not use the business's data for our own purposes, do not sell it and do not use it for advertising.
3. Data subjects and categories of data
| Data subjects | Data |
|---|---|
| Clients (pet owners) | name, phone, e-mail, address (in the ambulatory log), link to the animal, appointment requests, notes, purchase history |
| Patients (animals) | species, breed, sex, age, weight, microchip, photos; visits, history, examination, diagnosis, procedures, investigations, vaccines, surgery, hospitalisation |
| Images and files | photos, PDF, DICOM and other investigation files uploaded by the business |
| Sales | sales, items, refunds, payment method, staff member, linked patient |
| Appointments | owner name and phone, animal name, reason, status |
| Reminders | owner e-mail and name, animal, clinic, type and date of the reminder |
| Staff | name, e-mail, role, permissions, shifts, leave, salary expenses, public name and photo (if shown) |
| Suppliers | names, phone numbers and e-mails of contact persons, notes |
| BABH regulatory logs | owner name and address, animal, diagnosis, treatment, name of the vet or person who performed the task |
| AI (if switched on) | clinical text and images from the visit, the vet’s questions and the answers |
Special categories. Staff sick leave (leave type "sick") is health data under GDPR Art. 9. The business enters it only as far as employment law allows and limits who in the team can see it. Free clinical text may occasionally contain data about human health (for example a bite); do not enter such data unless needed.
4. Instructions
We process the data only on your documented instructions. Your instructions are: this agreement, the Terms of Service, the settings you make in the app and the actions of your users in it. Other instructions are given to us in writing by e-mail. If we believe an instruction breaks the law, we will tell you. If a law requires us to process data differently (for example at the request of an authority), we will tell you unless the law forbids it.
5. Confidentiality
Only our employees and contractors who need access to run and support the platform have access to the business's data, and only as far as needed. They are bound by confidentiality. The platform administrator does not open clinical records unless needed for support at your request or for the security of the system.
6. Security
We apply technical and organisational measures under GDPR Art. 32. The main ones are:
- encrypted connection (TLS/HTTPS) between the browser and the server;
- separation of data per business: on every request the server checks that the user is a member of the business and has the right to the module;
- per-module permissions set by the business owner;
- passwords stored only as hashes; limits on login attempts; sessions closed when the password changes;
- medical files are private and served only to authorised users;
- secrets (e-mail, payment and AI keys) are stored encrypted;
- regular backups of the database and files;
- hosting in an EU data centre (Germany).
A detailed description of the measures (TOMs) will be published as a separate document.
7. Sub-processors
- You give us a general written authorisation to use sub-processors. The current list is on the Sub-processors page.
- We tell the business owner about a new or replaced sub-processor by e-mail at least 30 days in advance.
- You may object within that period, giving reasons. We will look for a solution; if there is none, you may end the subscription without penalty before the change and export your data.
- We have a contract with every sub-processor with data protection obligations no weaker than those in this agreement. For transfers outside the EEA we rely on an adequacy decision or standard contractual clauses.
- We remain liable to you for our sub-processors.
8. Assistance
- Data subject requests. The app gives you tools to find, correct, export and restrict a client's data. If we receive a request about data you control, we will forward it to you without delay and will not answer it ourselves, unless it concerns the shared profile (see section 12).
- Data protection impact assessments and prior consultation. We give you the information we have so you can carry them out.
- Security and breaches. We help you meet your obligations under GDPR Art. 32–34.
9. Personal data breaches
If we discover a breach affecting your business's data, we notify you without undue delay and no later than 48 hours after becoming aware of it, by e-mail to the business owner. We describe what happened, which data and roughly how many people are affected, the likely consequences and the measures taken. If we do not know everything at once, we send the information in stages. Notifying the supervisory authority (within 72 hours) and the affected people for data you control is your obligation; we help you.
10. End of the contract
- After the contract ends, the business's data stays available read-only for 90 days so you can export it.
- After the 90 days we delete or anonymise the business's data, including from backups when they expire on their schedule.
- We keep only what the law requires us to keep, such as our own invoices to the business, and only for the statutory period.
- The shared owner–pet profile is not deleted if the owner has an account or a link with another clinic; the link with your business and your records are deleted.
Statutory retention periods for your logs and veterinary records are your responsibility; export them before the 90 days end.
11. Audits
On request we give you the information needed to show compliance with this agreement (description of measures, list of sub-processors, answers to questionnaires). If that is not enough, you may carry out an audit yourself or through an independent auditor bound by confidentiality, with at least 30 days notice, during business hours, no more than once a year (except after a breach or at an authority's request) and without access to other businesses' data. You bear the costs of the audit.
12. Joint controllership of the shared owner–pet profile
When a pet owner visits several clinics, all of them use the same profile. That is why we and every clinic that uses the profile are joint controllers under GDPR Art. 26 for:
- name, phone, e-mail;
- the animal's microchip and QR code;
- the owner–pet link;
- the lookup by phone number across clinics, used to link the profile with your patient record.
Clinical records are not part of the shared profile. For them you are the controller and we are the processor (sections 2–11).
Who does what
| Duty | VetCare | The clinic |
|---|---|---|
| Informing owners | The Privacy Policy (section on clinic clients) | Gives the client the "Information for clients" template at the first visit |
| Rights requests (access, correction, erasure, objection) | Coordinates and carries out requests about the shared profile | Handles requests about its own records; forwards requests about the shared profile to us |
| Accuracy | Lets the owner and the clinics correct the data | Enters data accurately and corrects errors it notices |
| Lookup by phone | Shows results only to clinic members with treatment rights | Searches only when the owner is at the clinic for treatment of their animal |
| Security | The measures in section 6 | Protects staff access, limits permissions |
| Breach | Notifies the clinics and, where needed, the authority and the owners | Tells us at once if it notices a breach |
- The owner may exercise their rights with either joint controller. Whoever receives the request handles its part and forwards the rest.
- The owner can take over their profile by registering at vet-ty.com and manage it themselves.
- The essence of this arrangement is available to owners in the Privacy Policy.
13. AI assistant annex
- Only if you switch AI on. The AI assistant is used in the business only after the business owner switches it on and accepts this annex. It can be switched off at any time.
- What goes to the model. Only what is needed for the question: the open visit (history, vitals, examination, diagnosis, procedures), the animal's description, earlier visits and vaccines in the clinic, optionally the investigation images, and the vet's question. For the dashboard: a summary of the day (schedule, patients, stock, sales).
- What does not. The owner's phone, e-mail and address are not sent. The server removes e-mail addresses and phone numbers from the visit context before sending it. Do not type the owner's contact details into free questions.
- Where the model runs: [to be confirmed], [to be confirmed].
- Storage. Conversations are stored on the platform: visit conversations as part of the clinic's record; dashboard conversations are private to the user. Deletion periods are set in the retention policy.
- No training on personal data. We do not train models on data that could identify a clinic, an owner or an animal.
- Collective knowledge. We may derive knowledge from all clinics only as de-identified aggregates of at least 10 cases from at least 3 clinics. The business can opt out.
- The vet decides. AI is an assistant; it does not diagnose or prescribe. Treatment suggestions stay switched off until evaluated by veterinarians.
- If the model is ever hosted by a third party, it will be added to the sub-processor list and we will notify you under section 7.
14. Billing data
For the data needed for the subscription and invoices (company name, UIC, VAT number, representative, address, invoice e-mail, payment history) VetCare is the controller, not a processor. Card payments are processed by Stripe, which is a separate controller for card data and fraud prevention. We keep invoices for as long as accounting and tax law requires (usually 10 years) and other billing data for up to 12 months after the subscription ends. More in the Privacy Policy.
15. Acceptance
- The agreement is accepted electronically by the business owner in the app: at business registration, or at login for existing businesses.
- We keep the version, date and time, the user who accepted and the IP address.
- For a new version we will notify you by e-mail and ask you to accept it. Material changes take effect after at least 30 days.
- Until the current version is accepted, the business's staff see a message that the owner's acceptance is pending, and work in the business is restricted.
16. Version
Version of this agreement: 2026-10-01. Bulgarian law applies. If this agreement and the Terms of Service conflict on personal data, this agreement prevails.
Questions about your personal data? Write to [company details to be announced].