Privacy Policy

Effective Date: 20 July 2025
Last Updated: June 2026

Welcome to VetLine. We are committed to protecting the privacy and security of your personal data and your pet's information. This Privacy Policy explains how we collect, use, store, and disclose your data when you use the VetLine mobile application and platform (the "Services").

VetLine is operated by Vetline New Zealand Limited (referred to as "we", "us", or "our"). We act as both a data controller and a data processor depending on the nature of the service provided by your local veterinary practice. We process and store all personal and clinical information in compliance with the New Zealand Privacy Act 2020, the Veterinary Council of New Zealand (VCNZ) Code of Professional Conduct, and other applicable data protection laws.

By using our Services, you consent to the collection, use, and disclosure of information in accordance with this Privacy Policy.

1. Information We Collect

We collect several types of information to provide and improve our veterinary telemedicine and communication services:

• Client Information (Personal Identification Data): Your full name, email address, phone number, physical address, and billing information (processed securely via third-party payment gateways). This information may be provided by you during account registration or by your participating veterinary clinic.
• Pet Profile Information: Details about your pets, including their name, species, breed, date of birth, age, weight tracker, vaccination records, microchip numbers, and medical history.
• Consultation & Clinical Data: Chat messages, photos, videos, and file attachments you upload to share with your clinic. This also includes video call metadata from scheduled consultations, diagnostics records, and AI-generated clinical summaries reviewed and approved by your veterinarian.
• Technical & Usage Information: Information on how you access the app, including device models, operating system versions, IP addresses, unique device identifiers, network connection status, and usage patterns.

2. How We Use Your Information

We use the collected data for various purposes, including to:

• Provide, operate, and maintain the VetLine application and platform.
• Facilitate real-time chat, file sharing, and video consultations with your veterinary clinic.
• Enable your clinic's veterinarians and nurses to generate, review, and share AI-powered clinical summaries.
• Maintain accurate and legally compliant veterinary medical records.
• Notify you about updates on chat threads, video call invites, and clinical records.
• Apply customised clinic-branded themes and settings based on your association with a specific veterinary practice.
• Monitor usage patterns, diagnose technical issues, and improve app performance and security.

3. How Your Information is Shared

We do not sell or rent your personal or pet information to third parties. We only share information in the following circumstances:

• With Your Veterinary Clinic: Your personal details, pet records, chat histories, and consultation summaries are fully shared with your selected veterinary practice to ensure proper clinical care.
• With Service Providers: We may share data with trusted third-party providers who perform services on our behalf (e.g., video streaming infrastructure, secure database hosting, and cloud processing for AI summaries) under strict confidentiality agreements.
• Legal Requirements: We may disclose your information if required to do so by law, to comply with professional obligations, or in response to valid requests by public authorities (e.g., regulatory bodies or courts).

4. Data Storage, Security & International Transfers

The security of your data is important to us. We use industry-standard technical and organisational measures (including encryption and access controls) to protect your personal and clinical information.

International Storage: Our practice management and cloud storage systems are hosted securely online, which may include servers located outside of New Zealand (e.g., in the USA). In compliance with the New Zealand Privacy Act 2020, we ensure that international storage providers are governed by privacy safeguards that are comparable to those required under New Zealand law, protecting your information against unauthorised access or disclosure.

5. Data Retention

We retain your personal data and pet health records only for as long as necessary to provide Services, resolve disputes, or comply with legal and professional regulations.

Veterinary Records Retention: In accordance with the Veterinary Council of New Zealand (VCNZ) requirements, we retain veterinary medical records for a minimum of 10 years from the date of the last clinical interaction, after which they are securely deleted or anonymised.

6. Your Rights and Choices

In accordance with the New Zealand Privacy Act 2020 and other applicable laws, you have the following rights regarding your personal data:

• The right to request access to the personal information we hold about you.
• The right to request that we correct any inaccurate or incomplete information.
• The right to request deletion of your records (where legally and professionally permissible, noting the VCNZ 10-year retention requirement).
• The right to object to or restrict the processing of your data, or withdraw consent for data use.

To exercise any of these rights, please contact our Privacy Officer at admin@vetline.nz.

7. Changes to This Privacy Policy

We may update our Privacy Policy from time to time. We will notify you of any changes by posting the new policy within the VetLine app and updating the "Last Updated" date at the top of this page. You are advised to review this policy periodically for any changes.

8. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or how your data is handled, please contact us:

• Company: Vetline New Zealand Limited
• Email: admin@vetline.nz
• Phone / Text: 022 603 4950