Privacy policy

Privacy Policy
Pet 24-7 Platform & AI-Enabled Tools (VetAssist and VetAssist Pro)

Last updated: 11/01/26

Pet 24-7 Global Ltd (“we”, “us”, “our”) is committed to protecting your privacy and handling personal data transparently, securely, and in accordance with applicable data protection laws, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

This Privacy Policy explains how we collect, use, store, and protect personal data when you use the Pet 24-7 platform, including VetAssist.

 
1. Who this policy applies to
This Privacy Policy applies to:

• Pet owners / animal guardians
• Veterinary professionals and veterinary teams
• Visitors to our websites and users of our apps

Different data may be collected depending on how you use the platform.

 
2. Data controller
Pet 24-7 Global Ltd is the data controller for personal data processed through the platform.

Contact:
Pet 24-7 Global Ltd, Polmenna Farmhouse, Tregony, Cornwall, TR2 5SR, UK [email protected] 

 
3. What data we collect
3.1 Information you provide directly
This may include:

• name
• email address
• account details and role (pet owner or veterinary professional)
• information you choose to enter about an animal
• communications with us (support requests, feedback, safety reports)
   
  3.2 Animal-related information
  This may include:
• species, breed, age, sex
• symptoms, history, or other health-related information entered by you
• Animal data is not personal data, but may be linked to personal data where an owner or professional is identifiable.

 
3.3 Device access and permissions (explicit)

When you use the Pet 24-7 Global Ltd app (VetAssist or VetAssist Pro), you may choose to grant access to certain device features. These permissions are optional and used only to enable specific functionality.

We may request access to:

📷 Camera
To allow you to take photos or videos (for example, of an animal, wounds, gait, or environment)
Media is only accessed when you actively choose to capture or upload it
🎤 Microphone
To enable voice input or speech-to-text features
Audio is only recorded when you actively initiate this function
📁 Files and storage
To allow you to upload documents, images, or other files you select
Pet 24-7 does not access files without your explicit action

We do not:

• access your camera, microphone, or files in the background
• record audio or video without your knowledge
• access device content you have not explicitly selected

You can manage or revoke these permissions at any time through your device settings.

 
3.4 Technical and usage data
This may include:

• device type, operating system, and app version
• log data (such as date/time of access)
• interaction data to help us improve platform performance and safety
   
  4. How we use your data
  We use data to:
• provide and operate the Pet 24-7 Global Ltd platforms and VetAssist/VetAssist Pro to
  deliver AI-enabled guidance and clinical decision-support features
  enable uploads of images, audio, or files where you choose to do so
  improve safety, performance, and usability
• maintain clinical governance and oversight
• respond to queries, feedback, and safety reports
• comply with legal and regulatory obligations
   
  5. Use of AI and data
  Pet 24-7 Global Ltd uses artificial intelligence to provide general veterinary guidance and clinical decision-support advice.

Important safeguards:

• User-submitted data is not used to retrain or “teach” AI models
• AI outputs are generated at the time of use and are not autonomously stored for learning
• Data is processed only for the purpose of delivering the requested service

This approach reduces the risk of data misuse, model corruption, or unintended learning from sensitive information.

 
6. Legal basis for processing
We process personal data under one or more of the following lawful bases:

• Performance of a contract (providing the service you request)
• Legitimate interests (platform safety, improvement, governance)
• Consent (for optional features such as device access)
• Legal obligations (where required)
   
  7. Data sharing
  We do not sell personal data.

We may share data only with:

• trusted service providers (e.g. hosting, security, analytics), under strict contractual controls
  regulators or authorities where legally required
• All third-party processors are required to comply with data protection laws.

 
8. Data retention
We retain data only for as long as necessary to:

• provide the service
• meet legal, regulatory, or governance requirements
• resolve disputes or enforce our terms
  You may request deletion of your account and associated personal data, subject to legal limitations.

 
9. Your rights
Under UK GDPR, you have the right to:

• access your personal data
• request correction of inaccurate data
• request deletion of your data
• restrict or object to processing
• withdraw consent where consent is the legal basis
• lodge a complaint with the Information Commissioner’s Office (ICO)
• Requests can be made by contacting us at:
  [email protected]

 
10. Data security
We implement appropriate technical and organisational measures to protect data, including:

• access controls
• encryption where appropriate
  secure hosting environments
  ongoing monitoring and review
• No system is completely secure, but we take data protection seriously and are ISO 27001 certified

 
11. Children’s data
The Pet 24-7 Global Ltd platform is not directed at children, and we do not knowingly collect personal data from children without appropriate consent.

 
12. Changes to this Privacy Policy
We may update this Privacy Policy from time to time.
Material changes will be communicated via the website or app.

 
13. Contact
For questions about this Privacy Policy or data protection, contact:
[email protected]