Last Updated: May 8, 2021
("VetCare Hotline ", "we," "us," and "our") collects, uses and shares your personal information and to
you in exercising the privacy rights available to you.
our websites, mobile applications, and other offerings are collectively called "Services."
2. PERSONAL INFORMATION WE COLLECT
The categories of personal information we collect depend on how you interact
with us, our Services, and the requirements of applicable law. We collect
information that you provide to us, information we obtain automatically when you
use our Services, and information from other sources such as thirdparty services
and organizations, as described below.
A. Information You Provide to Us Directly
Account Creation. When you create a user account, we may collect your name, email
address, physical address, phone number, username, and password.
Pet Information. When you use the Services, we collect information about your pet such
your pet’s name, age, location, species, and breed. We may collect additional information
that helps us identify your pet to veterinarians or others, such as your pet’s microchip ID. We
may also collect medical and wellness information, caring information, and other information
about your pet.
Purchases. We may collect personal information and details associated with purchases
made on the Services, including payment information. Any payments made via our Services
are processed by third-party payment processors. We do not directly collect or store any
payment card information entered through our Services, but it may receive information
associated with your payment card information (e.g., your billing details).
Your Communications with Us. We may collect personal information, such as email
address, phone number, or mailing address when you use the Services, request information
about our Services, register for our newsletter or loyalty program, request customer or
technical support, apply for a job or otherwise communicate with us.
Surveys. We may ask you to participate in surveys. If you decide to participate, you
asked to provide certain information which may include personal information.
Interactive Features. We and others who use our Services may collect personal
that you submit, make available, or transmit through our interactive features (e.g., messaging
and chat features, video features, commenting functionalities, forums, blogs, and social
media pages). Any information you provide on the public sections of these features will be
considered “public,” unless otherwise required by applicable law, and is not subject to the
privacy protections referenced herein
Chat Logs, Video and Audio Recordings. We may collect and archive your text or chat
messaging and chat logs, and your video and audio recordings of visits and communications
with others who use our Services, including Pet Service Providers. Additionally, other users
of our Services may provide information about you when they submit content through the
Services. For example, you may be mentioned in a meeting visit, in a live visit or in a
Sweepstakes or Contests. We may collect personal information you provide for any
sweepstakes or contests that we offer. In some jurisdictions, we are required to publicly
share information of sweepstakes and contest winners.
Conferences, Trade Shows, and Other Events. We may collect personal information from
individuals when we attend conferences, trade shows, and other events.
Business Development and Strategic Partnerships. We may collect personal information
from individuals and third parties to assess and pursue potential business opportunities.
Job Applications. We may post job openings and opportunities on our Services. If you
to one of these postings by submitting your application, CV and/or cover letter to us, we will
collect and use your information to assess your qualifications.
B. Information Collected Automatically
Automatic Data Collection. We may collect certain information automatically when you
our Services, such as your Internet protocol (IP) address, user settings, MAC address,
cookie identifiers, mobile carrier, mobile advertising and other unique identifiers, browser or
device information, location information (including approximate location derived from IP
address), and Internet service provider. We may also automatically collect information
regarding your use of our Services, such as pages that you visit before, during and after
using our Services, information about the links you click, the types of content you interact
with, the frequency and duration of your activities, and other information about how you use
our Services. During the course of a telehealth audio or video visit or communication, we
may also collect information including username, logs, data, text transcripts, photographs,
images and videos. Any telehealth video, email, messaging, chat, phone or text visit or
communication may be recorded and archived.
Cookies, Pixel Tags/Web Beacons, and Other Technologies. We, as well as third parties that
storage, and other technologies (“Technologies”) to automatically collect information through your
use of our Services.
Cookies. Cookies are small text files placed in device browsers that
store preferences and facilitate and enhance your experience.
Pixel Tags/Web Beacons. A pixel tag (also known as a web beacon) is a piece of code
embedded in our Services that collects information about engagement on our Services. The
use of a pixel tag allows us to record, for example, that a user has visited a particular web
page or clicked on a particular advertisement. We may also include web beacons in emails
to understand whether messages have been opened, acted on, or forwarded.
Our uses of these Technologies fall into the following general categories:
Operationally Necessary. This includes Technologies that allow you
access to our Services, applications, and tools that are required to identify
irregular website behavior, prevent fraudulent activity and improve security or
that allow you to make use of our functionality;
Performance-Related. We may use Technologies to assess the performance
of our Services, including as part of our analytic practices to help us
understand how individuals use our Services;
Functionality-Related. We may use Technologies that allow us to offer
you enhanced functionality when accessing or using our Services. This may
include identifying you when you sign into our Services or keeping track of your
specified preferences, interests, or past items viewed;
Advertising- or Targeting-Related. We may use first party or
third-party Technologies to deliver content, including ads relevant to your
interests, on our Services or on third-party websites.
Analytics. We may use Technologies and other third-party tools to
process analytics information on our Services. Our analytics partners include
Google Analytics. For more information, please visit
Google Analytics’ use of your information, please visit
Google Analytics Opt-out page
Social Media Platforms. Our Services may contain social media buttons such as Instagram,
Facebook, Twitter, Pinterest, and TikTok (that might include widgets such as the “share this” button
or other interactive mini programs). These features may collect your IP address, which page you are
visiting on our Services, and may set a cookie to enable the feature to function properly. Your
C. Information Collected From Other Sources
We may obtain information about you from other sources, including through veterinarians who treat
your pet, through pet owners who provide information about you in connection with their pets, and
from third-party services and other organizations. In addition, if you access our Services through a
third-party application, such as an app store, a third-party login service, or a social networking site,
we may collect information about you from that third-party application that you have made available
via your privacy settings.
3. HOW WE USE YOUR INFORMATION
We use your information for a variety of business purposes, including to provide our Services, for
administrative purposes, and to market our products and Services, as described below.
A. Provide Our Services
We use your information to fulfill our contract with you and provide you with
our Services, such as:
- Managing your information and accounts;
- Providing access to certain areas, functionalities, and features of our Services;
- Facilitating visits and other communications through the Services;
- Answering requests for customer or technical support;
- Communicating with you about your account, activities on our Services, and policy changes;
- Processing your financial information and other payment methods for products or Services
- Processing applications if you apply for a job we post on our Services; and
- Allowing you to register for events.
B. Administrative Purposes
We use your information for various administrative purposes, such as:
- Pursuing our legitimate interests such as direct marketing, research and development
(including marketing research), network and information security, and fraud prevention;
- Detecting security incidents, protecting against malicious, deceptive, fraudulent or illegal
activity, and prosecuting those responsible for that activity;
- Measuring interest and engagement in our Services;
- Improving, upgrading or enhancing our Services;
- Developing new products and Services;
- Ensuring internal quality control and safety;
- Authenticating and verifying individual identities;
- Debugging to identify and repair errors with our Services;
- Auditing relating to interactions, transactions and other compliance activities;
- Enforcing our agreements and policies; and
- Complying with our legal obligations.
C. Marketing and Advertising our Products and Services
We may use personal information to tailor and provide you with content and advertisements. We
may provide you with these materials as permitted by applicable law, including by email, phone and
SMS message (including via automatic telephone dialing system), video and/or postal mail.
Some of the ways we market to you include email campaigns, custom audiences advertising, and
“interest-based” or “personalized advertising,” including through cross-device tracking.
If you have any questions about our marketing practices or if you would like to opt out of the use of
your personal information for marketing purposes, you may contact us as set forth below.
D. Other Purposes
We also use your information for other purposes as requested by you or as
permitted by applicable law.
Consent. We may use personal information for other purposes that are clearly
disclosed to you at the time you provide personal information or with your
De-identified and Aggregated Information. We may use personal information and
other information about you to create de-identified and/or aggregated
information, such as deidentified demographic information, de-identified
location information, information about the device from which you access our
Services, or other analyses we create.
Share Content with Friends or Colleagues. Our Services may offer various tools
and functionalities. For example, we may allow you to provide information about
your friends through our referral services. Our referral services may allow you
to forward or share certain content with a friend or colleague, such as an email
inviting your friend to use our Services.
4. HOW WE DISCLOSE YOUR INFORMATION
We disclose your information to third parties for a variety of business purposes, including to provide
our Services, to protect us or others, or in the event of a major business transaction such as a
merger, sale, or asset transfer, as described below.
A. Disclosures to Provide our Services
The categories of third parties with whom we may share your information are
Service Providers. We may share your personal information with our
third-party service providers who use that information to help us provide our
Services. This includes service providers that provide us with IT support,
hosting, payment processing, customer service, and related services.
Pet Service Providers. We may share personal information we collect
about you with individuals and businesses who care for pets, such as
veterinarians and related entities such as insurance providers (“Pet Service
Providers”). The Pet Service Providers may be thirdparty service providers. For
example, when you use the Services to consult with or visit a veterinarian, we
may provide information about you and your pet to the veterinarian to assist
them in providing medical care to your pet. Any information we share with a Pet
The Pet Service Providers are not controlled by us. We encourage you to read the
privacy policies of each Pet Service Provider with whom you interact. We do not
endorse, screen or approve, and are not responsible for the privacy or security
practices of any Pet Service Provider. Interacting with a Pet Service Provider
is at your own risk.
We may share your personal information with business partners to provide you
with a product or service you have requested. We may also share your personal
information to business partners with whom we jointly offer products or
Affiliates. We may share your personal information with our company affiliates.
Advertising Partners. We may share your personal information with
third-party advertising partners. These third-party advertising partners may set
Technologies and other tracking tools on our Services to collect information
regarding your activities and your device (e.g., your IP address, cookie
identifiers, page(s) visited, location, time of day). These advertising partners
may use this information (and similar information collected from other services)
for purposes of delivering personalized advertisements to you when you visit
digital properties within their networks. This practice is commonly referred to
as “interest-based advertising” or “personalized advertising.”
APIs/SDKs. We may use third-party Application Program Interfaces
(“APIs”) and software development kits (“SDKs”) as part of the functionality of
our Services. For more information about our use of APIs and SDKs, please
contact us as set forth below.
B. Disclosures to Protect Us or Others
We may access, preserve, and disclose any information we store associated with
you to external parties if we, in good faith, believe doing so is required or
appropriate to: comply with law enforcement or national security requests and
legal process, such as a court order or subpoena; protect your, our, or others’
rights, property, or safety; enforce our policies or contracts; collect amounts
owed to us; or assist with an investigation or prosecution of suspected or
actual illegal activity.
C. Disclosure in the Event of Merger, Sale, or Other Asset Transfers If we are
involved in a merger, acquisition, financing due diligence, reorganization,
bankruptcy, receivership, purchase or sale of assets, or transition of service
to another provider, your information may be sold or transferred as part of such
a transaction, as permitted by law and/or contract.
5. YOUR PRIVACY CHOICES AND RIGHTS
Your Privacy Choices. The privacy choices you may have about your
personal information are determined by applicable law and are described below.
Email and Telephone Communications. If you receive an unwanted email
from us, you can use the unsubscribe link found at the bottom of the email to
opt out of receiving future emails. Note that you will continue to receive
transaction-related emails regarding products or Services you have requested. We
may also send you certain non-promotional communications regarding us and our
Services, and you will not be able to opt out of those communications (e.g.,
communications regarding our Services or updates to our Terms or this Privacy
Text Messages. You may opt out of receiving text messages from us by
following the instructions in the text message, replying "STOP" to a text
message you have received from us, or by otherwise contacting us.
Mobile Devices. We may send you push notifications through our mobile
application. You may opt out from receiving these push notifications by changing
the settings on your mobile device. With your consent, we may also collect
precise location-based information if you use our mobile application. You may
opt out of this collection by changing the settings on your mobile device.
"Do Not Track."
Do Not Track ("DNT") is a privacy preference that users can set in certain web
browsers. Please note that we do not respond to or honor DNT signals or similar
mechanisms transmitted by web browsers.
Cookies and Interest-Based Advertising. You may stop or restrict the
placement of Technologies on your device or remove them by adjusting your
preferences as your browser or device permits. However, if you adjust your
preferences, our Services may not work properly. Please note that cookie-based
opt-outs are not effective on mobile applications. However, you may opt-out of
personalized advertisements on some mobile applications by following the
instructions for Android,
iOS and others
(https://www.networkadvertising.org/mobile-choice/). The online advertising
industry also provides websites from which you may opt out of receiving targeted
ads from data partners and other advertising partners that participate in
self-regulatory programs. You can access these and learn more about targeted
advertising and consumer choice and privacy by visiting the Network Advertising
Initiative , the
Digital Advertising Alliance, the European
Digital Advertising Alliance, and the
Digital Advertising Alliance of Canada.
Please note you must separately opt out in each browser and on each device.
Your Privacy Rights. In accordance with applicable law, you may have the right to:
Access Personal Information
about you, including: (i) confirming whether we are processing your personal
information; (ii) obtaining access to or a copy of your personal information;
and (iii) receiving an electronic copy of personal information that you have
provided to us, or asking us to send that information to another company (the
“right of data portability”);
of your personal information where it is inaccurate or incomplete. In some
cases, we may provide self-service tools that enable you to update your personal
of your personal information; Request Restriction of or Object to our processing
of your personal information; and
Withdraw your Consent
to our processing of your personal information. If you would like to exercise
any of these rights, please contact us as set forth below. We will process such
requests in accordance with applicable laws.
6. SECURITY OF YOUR INFORMATION
We take steps to ensure that your information is treated securely and in
and we cannot ensure or warrant the security of any information you provide to
us. We have taken appropriate safeguards to require that your personal
information will remain protected and require our third-party service providers
and partners to have appropriate safeguards as well. To the fullest extent
permitted by applicable law, we do not accept liability for unauthorized
By using our Services or providing personal information to us, you agree that we
may communicate with you electronically regarding security, privacy, and
administrative issues relating to your use of our Services. If we learn of a
security system’s breach, we may attempt to notify you electronically by posting
a notice on our Services, by mail or by sending an email to you.
7. INTERNATIONAL DATA TRANSFERS
All information processed by us may be transferred, processed, and stored
anywhere in the world, including, but not limited to, the United States or other
countries, which may have data protection laws that are different from the laws
where you live. We endeavor to safeguard your information consistent with the
requirements of applicable laws.
8. RETENTION OF PERSONAL INFORMATION
for as long as you use our Services or as necessary to fulfill the purpose(s)
for which it was collected, provide our Services, resolve disputes, establish
legal defenses, conduct audits, pursue legitimate business purposes, enforce our
agreements, and comply with applicable laws.
9. SUPPLEMENTAL NOTICE FOR CALIFORNIA RESIDENTS
This Supplemental California Privacy Notice only applies to our processing of
personal information that is subject to the California Consumer Privacy Act of
2018 (“CCPA”). The CCPA provides California residents with the right to know
what categories of personal information VetCare Hotline has collected about them
and whether VetCare Hotline disclosed that personal information for a business
purpose (e.g., to a service provider) in the preceding 12 months. California
residents can find this information below:
|Category of Personal Information Collected by VetCare Hotline
Categories of Third Parties Information is Disclosed to for a Business Purpose
Identifiers. Examples: A real name, postal address, unique personal
online identifier, Internet Protocol address, email address, account name, or
other similar identifiers.
||- Advertising networks
- Data analytics providers
- Service providers
- Pet service providers
| Personal information
categories listed in the California Customer Records statute (Cal. Civ. Code §
1798.80(e)) Examples: A name, address, telephone number, insurance policy
number, education, employment, employment history, payment information.
||- Service providers
- Pet service providers
characteristics under California or federal law Examples: Age (40 years or
older), citizenship, marital status provided by job
applicants and employees.
||- Service providers
| Commercial information
Examples: Records of services purchased.
- Service providers
- Pet service providers
| Internet or other electronic network
Examples: Browsing history, search history,
information on a consumer's interaction with
an internet website, application, or
||- Service providers
- Pet service providers
- Advertising networks
| Geolocation data
Examples: Physical location of you and your
- Service providers
- Pet service providers
Examples: Audio/Visual data and information
about your pets provided for medical
- Service providers
- Pet service providers
| Professional or employment-related
Examples: Current or past job histories
provided by job applicants.
- Service providers
“Sales” of Personal Information under the CCPA
For purposes of the CCPA, VetCare
Hotline does not “sell” personal information, nor do we have actual knowledge of
any “sale” of personal information.
Additional Privacy Rights for California Residents
- Non-Discrimination. California residents have the right not to
receive discriminatory treatment by us for the exercise of their rights
conferred by the CCPA.
- Authorized Agent. Only you, or someone legally
authorized to act on your behalf, may make a verifiable consumer request related
to your personal information. You may also make a verifiable consumer request on
behalf of your minor child. To designate an authorized agent, please contact us
as set forth below.
Verification. To protect your privacy, we will take steps
the following steps to verify your identity before fulfilling your request. When
you make a request, we will ask you to provide sufficient information that
allows us to reasonably verify you are the person about whom we collected
personal information or an authorized representative.
If you are a California
resident and would like to exercise any of your rights under the CCPA, please
contact us as set forth below. We will process such requests in accordance with
10. SUPPLEMENTAL NOTICE FOR NEVADA RESIDENTS
If you are a
resident of Nevada, you have the right to opt-out of the sale of certain
Personal Information to third parties who intend to license or sell that
Personal Information. You can exercise this right by contacting us as indicated
below with the subject line “Nevada Do Not Sell Request” and providing us with
your name and the email address associated with your account. Please note that
we do not currently sell your Personal Information as sales are defined in
Nevada Revised Statutes Chapter 603A.
11. CHILDREN’S INFORMATION
are not directed to children under 13 (or other age as required by local law),
and we do not knowingly collect personal information from children.
12. OTHER PROVISIONS
Telehealth and other Video/Audio Features. You acknowledge and agree
that the video and audio features provided via the Services, including all video
and audio visits and communications between you and others who use our Services
(including Pet Service Providers) are not confidential or privileged. All visits
and communications may be recorded and archived for training and quality control
purposes. We may disclose any such visits and communications for any purpose
provided for in Section 3 hereof.
Third-Party Websites/Applications. The
Services may contain links to other websites/applications and other
websites/applications may reference or link to our Services. These third-party
services are not controlled by us. We encourage our users to read the privacy
policies of each website and application with which they interact. We do not
endorse, screen or approve, and are not responsible for, the privacy practices
or content of such other websites or applications. Providing personal
information to third-party websites or applications is at your own risk.
Supervisory Authority. If you are located in the European Economic Area,
Switzerland, the United Kingdom or Brazil, you have the right to lodge a
complaint with a supervisory authority if you believe our processing of your
required by applicable law. You understand and agree that you will be deemed to
13. CONTACT US
If you have any
VetCare Hotline, LLC.