1. Aim
The aim of this Privacy Policy is to lay out how we collect, use, safeguard, and share personal data when you use our Mobile Applications, Websites, Products and Services. It applies to all users, customers, visitors and veterinary hospital/practices/clinics interacting with us. By using our Services or Products, you acknowledge and agree to the practices described in this Privacy Policy. If you do not agree with this policy, you may choose not to use our Services or Products.
2. Who we are
My Vet Hub and Pet Vet Hub are fictitious business names for Agile Soft Systems, Inc. ("Agile Soft Systems", "we", "us", "our", "MVH", "PVH" or "company") that is a company registered in the United States. We do business as Pet Vet Hub and My Vet Hub. These are our brands. We do have mobile applications with these names.
"You" and "your" refer to any individual or organization that interacts with our Websites, Services or uses our Products. This includes veterinary practices that subscribe to our Products, customers of those practices (e.g., pet parents), and individuals browsing or interacting with our Websites or using our mobile applications.
If you are a customer of a veterinary practice, your practice has authorized us to process certain data to deliver services to you. Please consult your practice's privacy policy for more details about the data it collects and how it is being used.
3. Definitions
Services:
Any services we provide for marketing, communications, or phone services.
Websites:
www.myvethub.com and associated sites we operate.
Products:
Our software, services, tools, forms and platforms, including (without limitation) online appointment software, telemedicine platform, transcription application, website hosting/management services, and any other applicable products offered by the company and used or acquired by the customer.
User Data:
Technical and usage data that might be collected from visitors and users of our internet websites and Products (e.g., Browser type, device type).
Customer Data:
Personal data that might be collected and processed about individuals (e.g., pet parents) on behalf of a veterinary practice using the Products.
Practice Data:
Personal data or information that might be collected from or about a veterinary practice in connection with the provision of the Products (e.g., practice contact information).
4. Children and vulnerable groups
Our services are not directed to children under 18. We do not knowingly collect personal data from children under the age of 13 (or the minimum age defined by applicable local laws) or from someone in a vulnerable group without verified parental or guardian consent, in accordance with laws such as the U.S. Children's Online Privacy Protection Act (COPPA). If you are under 18 or part of a vulnerable group, do not provide us with personal data unless you have received appropriate consent from a parent, guardian, or legal representative.
5. Information We Collect
i. Visitors and Users of our Websites and Products
User Data (e.g., IP address, device and browser information, operating system, unique IDs, pages viewed, referral URLs, plug-ins installed, time and date of access, and on-site search queries).
ii. Mobile App Users
- • App activity and performance data
- • Uploaded photos and videos
- • Personal information you provide within the app
- • Device information
iii. Veterinary Practice Customers (Pet Parents and End Users)
When you use our Products to interact with your veterinary practice, we process Customer Data on behalf of the practice. This may include:
iv. Veterinary Practices and Corporate Groups
- • Contact name, address, email, and telephone number
- • Other information you provide enables us to contract with you and deliver the Products
v. Information from Other Sources
Data from service providers, business partners, and public sources.
vi. Information You Voluntarily Provide
Survey responses, questionnaires, feedback, and support interactions.
Note: We do not intentionally collect special categories of personal data (such as racial or ethnic origin, health information, genetic or biometric data, political opinions, religious beliefs, or trade union membership) unless you provide it voluntarily and with your explicit consent. If you do, we process it only as permitted by applicable law.
6. Text (SMS) Messaging
By providing a telephone number and submitting any of our form that has a mobile phone number, you are consenting to be contacted by SMS text message and agreeing to our Privacy Policy. Message frequency may vary. Message and data rates may apply.
No mobile information will be shared with third parties/affiliates for marketing/promotional purposes. All other categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.
7. Our data role (processor vs controller)
We act as a data controller for certain data we collect directly (e.g., from practices to provide and administer the Products or Services). We typically act as a data processor for Customer Data that practices instruct us to process to deliver the Products to them and their customers. In those cases, the practice determines the lawful basis and purposes for processing, and you should review your practice's privacy policy for details.
8. How we use personal data and our legal bases
We collect and process your personal data to provide, operate, support, and improve our websites, services, mobile applications and products. Our legal bases for using your data, as defined by applicable laws, include legitimate interests, contractual necessity, consent, and compliance with legal obligations.
Purposes for Using Your Data:
Providing & Improving Services
To operate, support, and enhance the functionality of our websites and products, perform internal analytics, ensure quality, and develop new features.
Security & Authentication
To authenticate users and protect our systems from fraud and abuse.
Customer Support
To provide technical assistance and customer service.
Facilitating Services
To manage practice appointments, send reminders, and facilitate related communications.
Service Communications
To send messages regarding your account, subscriptions, or renewals.
Legal Compliance
To comply with legal, regulatory, and contractual obligations.
Marketing & Promotions
To run marketing or promotional campaigns where legally permitted and with your consent when required.
Our Legal Bases for Processing
Legitimate Interests
We rely on our legitimate interests to improve and secure our services, analyze performance, and ensure our offerings run smoothly. For example, we use data for internal analytics and product development. In each case, the personal data collected is limited, and our interests do not outweigh your rights and freedoms.
Contractual Necessity
We process certain information to fulfill our contractual obligations to you or your practice. This is necessary to provide the products and services you have contracted for.
Consent
Where required by law, we will obtain your consent for specific data processing activities, such as certain types of cookies, targeted advertising, or direct marketing in jurisdictions where consent is mandatory.
Compliance with Legal Obligations
We may process your data to comply with legal requirements, such as responding to lawful requests from law enforcement or meeting regulatory obligations.
Note: When we process Customer Data on behalf of a veterinary practice or another entity (meaning we act as a data processor), the practice or entity that provided your data is responsible for determining the lawful basis for processing. We act strictly under its documented instructions. For details, refer to the privacy policy of the veterinary practice or the entity to whom you provided your data.
9. Cookies and similar technologies
We may use web cookies, web beacons, pixels and similar technologies to enhance your experience, perform analytics, personalize content, and deliver advertisements. You can manage your cookie preferences through your browser settings and, where required by law, via our cookie consent banner. This banner allows you to accept or reject non-essential cookies such as analytics, advertising, and social media cookies. For details, see our Cookie Policy.
We do not automatically collect personal data, but we may link non-personal data collected automatically to personal information about you that we collect from other sources or that you provide to us.
10. Advertising and retargeting
We use third-party platforms (e.g., Google Ads, Facebook Ads) to deliver advertisements. We will seek your consent before using targeted advertising cookies or similar technologies where required. You may still be served advertisements where you have not consented, but they will not be targeted to you specifically. You can manage your preferences via platform-specific tools or the Network Advertising Initiative opt-out page.
We do not control third-party advertisers' use of cookies or similar technologies, and their practices are not covered by this Privacy Policy. We are not responsible for third-party products, promotions, or services accessed via links or QR codes on our Websites and Products (including those from veterinary practices). You access these at your own risk and should review their privacy policies and contact them directly with any concerns.
11. Data retention
We retain personal data only for as long as needed for the purposes described in this policy (or as required by law). Where your practice's license to our Products ends, Customer Data is anonymized within approximately four months, except where we are legally required or permitted to retain certain data. We may archive support tickets containing personal data, subject to access restrictions and data minimization.
12. Security and data breach management
We safeguard all collected personal data, including Customer, Practice, and other data, against loss, misuse, unauthorized access, disclosure, alteration, or destruction through stringent security practices. Further details about security practices are available upon request.
Should a data breach occur, we will minimize its impact to the best of our ability. We will inform you of any known effects on you and make every reasonable effort to comply with all applicable legal and regulatory reporting requirements.
13. Use of AI (artificial intelligence)
We use AI responsibly and transparently in our Products and internal operations, collecting personal data only when necessary and with appropriate safeguards. We do not use personal data to make solely automated decisions (including profiling) that produce legal or similarly significant effects unless required by law or with your explicit consent. We also do not use Customer Data to train public AI models unless expressly permitted or instructed by your practice and in compliance with applicable law.
14. How we share personal data
We may share personal data with:
We maintain a current list of key service providers and infrastructure partners, available upon request or in a separate published list. To request the latest list of our providers, email us at [email protected]
15. Your privacy rights
Depending on where you live, you may have rights to access, correct, delete, or anonymize, object to, or restrict processing of your personal data, to data portability, and to withdraw consent (where applicable). To request a copy or transfer of your data (data portability) or exercise related rights, contact [email protected]. If you are a veterinary practice customer, contact your practice first; we will cooperate with them to fulfill your data privacy request. Before responding, we may need to verify your identity to ensure your data is not disclosed to unauthorized parties. We aim to respond within 40 days (or within the time allowed by applicable law). We may charge a reasonable fee or refuse requests that are excessive, repetitive, or manifestly unfounded. Residents of other countries with applicable data privacy laws may contact our Data Protection Officer (DPO) to exercise rights under those laws.
16. U.S. State privacy supplement
Depending on your location, you may have specific rights regarding your personal data. Agile Soft Systems is committed to facilitating the exercise of these rights.
Your Privacy Rights May Include:
Confirm Processing:
Know if your data is being processed
Access:
Get a copy of your personal data
Correct/Rectify:
Fix inaccurate data (exceptions for Iowa/Utah)
Delete:
Request data deletion
Data Portability:
Receive data in a usable format and transfer it
Object/Opt-Out:
Opt out of targeted advertising (excluding Iowa), data "sale" (Agile Soft Systems has not "sold" data per CCPA in 12 months), and profiling for significant decisions (exceptions for Iowa/Utah)
Restrict Processing:
Request data processing limits under certain conditions
Limit Sensitive Data Processing:
Limit or require consent for sensitive data
Withdraw Consent:
Withdraw consent for data processing at any time
To exercise these rights, contact us at [email protected] or send a written request to 38930 Blacow Rd, Ste B3 Fremont, CA 94536, United States.
Important Considerations:
Specific US State Rights: Residents of California, Colorado, Connecticut, Delaware, Florida, Indiana, Iowa, Montana, Oregon, Tennessee, Texas, Utah, and Virginia have specific privacy rights, varying by state, as outlined above.
17. Canada supplement
We comply with the Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy laws. If you are a resident of Canada, you have the right to access, correct, and request deletion of your personal data, as well as to withdraw consent where applicable. We will verify your identity (potentially via a third party) for data protection and respond within a reasonable period as required by law. Your access or deletion rights may be limited by applicable law. If we are unable to fulfill your request (e.g., verification issues, legal exceptions), we will inform you of the reasons.
Exercising your privacy rights will not negatively impact your experience with our Websites or Products.
18. Changes in this policy
We may update this Privacy Policy from time to time. We will post the updated version on our Websites and, where required, notify you of material changes. By using our Website or Products, you accept that you are bound by the Privacy Policy in force at that time and displayed on this page.
19. Change of details
If you are a veterinary practice and change your contact details, email your new details to [email protected]
20. Contact Us
If you have questions or concerns about how we process or retain your personal data, contact our Data Protection Officer.
Agile Soft Systems, Inc.
38930 Blacow Rd, Ste B3 Fremont, CA 94536, United States