Privacy Policy

1. Introduction

At WisePaws Ltd ("WisePaws", "we", "us", or "our"), we are committed to protecting your privacy and ensuring the security of your personal data. This Privacy Policy explains how we collect, use, disclose, and safeguard your personal data when you use our AI-powered veterinary documentation services (the "Services"), including our mobile application and web application.

This Privacy Policy is designed to comply with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, the Privacy and Electronic Communications Regulations 2003, and other applicable data protection laws (collectively, "Data Protection Legislation").

By using our Services, you acknowledge that you have read and understood this Privacy Policy. If you do not agree with the practices described herein, please do not use our Services.

2. Data Controller

The Data Controller responsible for processing your personal data is:

WisePaws Ltd

Email: info@wisepaws.vet

For any privacy-related enquiries, please contact us at the email address above.

3. Definitions

"Personal Data" means any information relating to an identified or identifiable natural person ("data subject"), including but not limited to names, contact details, device identifiers, location data, and any other information that can be used to directly or indirectly identify an individual.

"Processing" means any operation or set of operations performed on Personal Data, including collection, recording, organisation, structuring, storage, adaptation, retrieval, consultation, use, disclosure, dissemination, alignment, restriction, erasure, or destruction.

"Client" means the veterinary practice or business entity that has entered into an agreement with WisePaws to use the Services.

"User" means any individual authorised by a Client to access and use the Services, including veterinarians, veterinary nurses, and other staff members.

"Customer" means the end-users who are clients of the Client, typically pet owners whose data may be processed through the Services.

"Controller" means the entity that determines the purposes and means of Processing Personal Data.

"Processor" means a third party that Processes Personal Data on behalf of the Controller.

4. Personal Data We Collect

4.1 Account and Registration Data

When you register for an account or your employer registers you as a User, we collect: practice or company name; registered business address; contact person name; email address; telephone number; job title or role; and account credentials.

4.2 Consultation Data

When you use our Services to record and transcribe veterinary consultations, we process: audio recordings of consultations; transcriptions generated from audio recordings; SOAP notes and clinical documentation generated by our AI; pet owner summaries and care instructions; and any other content you input into the Services.

4.3 Technical and Device Data

When you access our Services, we automatically collect: IP address; device type and operating system; browser type and version; mobile device identifiers; app version; time zone settings; and usage data including features accessed and actions taken.

4.4 Location Data

With your consent, we may collect approximate location data based on your IP address or device settings. You can disable location services through your device settings at any time.

4.5 Communication Data

When you contact us for support or other enquiries, we collect: the content of your communications; your contact details; and any attachments or files you send to us.

4.6 Payment Data

If you subscribe to a paid Service tier, our third-party payment processor collects payment information on our behalf. We do not store full payment card details on our systems.

5. Purposes and Legal Bases for Processing

We process your Personal Data for the following purposes, based on the legal bases set forth in Article 6 of the UK GDPR:

5.1 Performance of Contract (Article 6(1)(b))

We process Personal Data as necessary to perform our contractual obligations to you, including: providing, operating, and maintaining the Services; processing and transcribing consultation audio; generating SOAP notes and clinical documentation; generating pet owner summaries; managing your account and subscription; and providing customer support.

5.2 Legitimate Interests (Article 6(1)(f))

We process Personal Data where necessary for our legitimate business interests, provided these do not override your fundamental rights and freedoms. This includes: improving and developing our Services; analysing usage patterns and trends; ensuring the security and integrity of our Services; detecting and preventing fraud or misuse; conducting internal research and analytics; and sending existing users occasional updates about the Services they already use (see 5.5).

5.3 Legal Compliance (Article 6(1)(c))

We process Personal Data where necessary to comply with legal obligations, including: responding to lawful requests from regulatory authorities; complying with tax and accounting requirements; and fulfilling data protection obligations.

5.4 Consent (Article 6(1)(a))

Where required, we rely on your explicit consent for specific processing activities, including: direct marketing communications where consent is required by law; use of anonymised data for AI model improvement; transfer of Personal Data to third countries without adequate protection; and use of non-essential cookies and tracking technologies. You may withdraw your consent at any time by contacting us at info@wisepaws.vet.

5.5 Marketing Communications

If you hold a WisePaws account, we may send you occasional emails about the Services you already use — new features, improvements, and product news. We send these on the basis of our legitimate interests, and only about our own products and services. We do not send you third-party marketing, and we do not sell or share your contact details with third parties for their own marketing.

You can opt out at any time, with no effect on your account: use the Product emails setting in the WisePaws app under Settings, or the unsubscribe link included in every marketing email. Opting out does not stop service-related messages such as organisation invitations, account and security notices, or billing communications, which we must send to operate your account.

6. Artificial Intelligence and Automated Processing

6.1 Use of AI Technology

Our Services use artificial intelligence technology to transcribe audio recordings and generate clinical documentation. In accordance with transparency obligations under the EU AI Act (Regulation (EU) 2024/1689) and applicable UK regulations, we inform you that AI systems are integral to the functioning of our Services.

6.2 AI Model Improvement

With your explicit consent, we may use anonymised and aggregated data derived from your use of the Services to improve and train our AI models. This processing ensures that no identifiable Personal Data is used without consent. Anonymisation techniques are applied to remove all identifying information before any data is used for model training. You may withdraw your consent at any time, and we will cease using your data for this purpose prospectively.

6.3 Human Review

All AI-generated content is intended to be reviewed by qualified veterinary professionals before use. WisePaws does not make automated decisions that produce legal or similarly significant effects on individuals without human oversight.

7. Data Sharing and Recipients

7.1 Internal Access

Personal Data is accessed only by authorised personnel within WisePaws who require access to perform their duties. All personnel are bound by strict confidentiality obligations.

7.2 Third-Party Service Providers (Data Processors)

We engage carefully selected third-party service providers to assist in delivering our Services. These data processors may include: cloud hosting and storage providers; payment processors; IT security and infrastructure providers; analytics providers; and customer support platforms. All data processors are contractually obligated to process Personal Data only in accordance with our instructions and in compliance with Data Protection Legislation. We require appropriate technical and organisational security measures from all processors.

7.3 Practice Management System Integrations

Where you choose to integrate the Services with third-party practice management systems, Personal Data may be shared with those systems to enable synchronisation of patient records, clinical notes, and other information. Such integrations are subject to your consent and the terms of the relevant third-party providers.

7.4 Other Disclosures

We may disclose Personal Data: to regulatory authorities, law enforcement agencies, or courts when required by law or in response to valid legal process; to professional advisers such as lawyers, accountants, and auditors; in connection with a merger, acquisition, or sale of assets, subject to confidentiality obligations; and where necessary to protect the rights, property, or safety of WisePaws, our users, or others.

7.5 No Sale of Personal Data

WisePaws does not sell, trade, or rent your Personal Data to any third party for marketing or other purposes.

8. International Data Transfers

8.1 Data Storage Location

Your Personal Data is primarily stored on secure servers located within the United Kingdom and the European Economic Area (EEA).

8.2 Transfers Outside the UK/EEA

In certain circumstances, your Personal Data may be transferred to countries outside the United Kingdom or EEA. Where such transfers occur, we ensure appropriate safeguards are in place, including: transfers to countries with an adequacy decision under Section 17A of the Data Protection Act 2018; use of Standard Contractual Clauses (SCCs) approved by the Secretary of State under Section 17C of the Data Protection Act 2018; or your explicit consent, where no other safeguard is available.

8.3 Further Information

You may request additional information about international transfers and the safeguards in place by contacting us at info@wisepaws.vet.

9. Data Retention

9.1 Retention Periods

We retain Personal Data only for as long as necessary to fulfil the purposes for which it was collected, including to satisfy legal, accounting, or reporting obligations. Specific retention periods include: account data retained for the duration of your account and for up to 6 years after account closure for legal and accounting purposes; consultation data (audio recordings, transcripts, SOAP notes) retained in accordance with veterinary record-keeping requirements and Client instructions; technical and usage data retained for up to 2 years for analytics and security purposes; website analytics data collected through our analytics provider on our public website, which is not linked to your account, retained in accordance with that provider's retention policy; product analytics collected within the authenticated application, which is linked to your account identifier so that we can understand how the Services are used and improve them, retained in accordance with that provider's retention policy; and communication records retained for up to 3 years.

9.2 Deletion and Anonymisation

At the end of the applicable retention period, Personal Data will be securely deleted or anonymised. Anonymised data may be retained indefinitely for statistical and research purposes.

10. Data Security

10.1 Security Measures

We implement appropriate technical and organisational measures to protect Personal Data against unauthorised access, alteration, disclosure, or destruction. These measures include: encryption of data in transit and at rest; access controls and authentication mechanisms; regular security assessments and penetration testing; employee training on data protection and security; incident response and breach notification procedures; and secure software development practices.

10.2 Data Backup

We maintain regular backups of data using reputable cloud providers to ensure data integrity and availability. Backups are encrypted and stored securely.

10.3 Security Limitations

While we strive to protect your Personal Data, no method of transmission over the internet or electronic storage is completely secure. We cannot guarantee absolute security, and you use the Services at your own risk.

11. Your Rights

Under Data Protection Legislation, you have the following rights regarding your Personal Data:

11.1 Right of Access

You have the right to request a copy of the Personal Data we hold about you and information about how we process it.

11.2 Right to Rectification

You have the right to request correction of any inaccurate or incomplete Personal Data we hold about you.

11.3 Right to Erasure

You have the right to request deletion of your Personal Data in certain circumstances, such as when it is no longer necessary for the purposes for which it was collected. This right is subject to legal retention requirements.

11.4 Right to Restriction

You have the right to request restriction of processing of your Personal Data in certain circumstances, such as while we verify the accuracy of your data.

11.5 Right to Data Portability

You have the right to receive your Personal Data in a structured, commonly used, machine-readable format and to transmit it to another controller, where technically feasible.

11.6 Right to Object

You have the right to object to processing of your Personal Data based on legitimate interests. We will cease processing unless we demonstrate compelling legitimate grounds that override your interests, rights, and freedoms.

11.7 Right to Withdraw Consent

Where processing is based on consent, you have the right to withdraw your consent at any time. Withdrawal does not affect the lawfulness of processing prior to withdrawal.

11.8 Exercising Your Rights

To exercise any of these rights, please contact us at info@wisepaws.vet. We will respond to your request within one month, or inform you if an extension is required. We may request verification of your identity before processing your request.

12. Cookies and Tracking Technologies

12.1 What Are Cookies

Cookies are small text files stored on your device when you visit a website. We use cookies and similar technologies to improve your experience, analyse usage, and provide certain functionality.

12.2 Types of Cookies We Use

We use the following types of cookies: (a) Essential cookies necessary for the operation of our Services, including authentication and security; (b) Analytics cookies and similar technologies to understand how users interact with our Services and to improve functionality; and (c) Functionality cookies to remember your preferences and settings.

On our public website, the analytics category also includes session recording, which captures interactions such as clicks, scrolling, and navigation between pages so we can understand how visitors use the site. Text you enter into forms is masked and is not recorded.

Within the authenticated application we also carry out product analytics to understand how the Services are used and to improve them. This is linked to your account identifier and does not rely on cookies or any other storage on your device. We carry it out on the basis of our legitimate interests in maintaining and improving the Services, and you may object at any time using the usage analytics setting in your account settings, without affecting your use of the Services.

Within the authenticated application, session recording is limited to the account setup screens — onboarding, email verification, and organisation setup and billing — which do not display animal health records, consultation data, or owner records. It is not used anywhere that such data is shown, and text you enter into forms is masked.

12.3 Managing Cookies

You can manage your cookie preferences through your browser settings or our cookie consent tool. Under Data Protection Legislation, we obtain your consent before using non-essential cookies. You may withdraw consent at any time. Disabling certain cookies may affect the functionality of our Services.

13. Children's Privacy

Our Services are intended for use by veterinary professionals and businesses, not individuals under the age of 18. We do not knowingly collect Personal Data from children. If we become aware that we have collected Personal Data from a child without appropriate consent, we will take steps to delete such information promptly.

14. Client Responsibilities

14.1 Client as Controller

Where a Client uses our Services to process Personal Data relating to their Customers (pet owners), the Client acts as the Data Controller for such data. WisePaws acts as a Data Processor, processing data on behalf of and in accordance with the Client's instructions.

14.2 Client Obligations

Clients are responsible for: ensuring lawful collection and processing of Customer data; obtaining all necessary consents from Customers for recording consultations and sharing data with WisePaws; providing appropriate privacy notices to Customers; and ensuring accuracy of data provided to WisePaws.

14.3 Data Processing Agreement

Where required by Data Protection Legislation, WisePaws will enter into a Data Processing Agreement with Clients, setting out the terms of data processing, security requirements, and respective obligations.

15. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or the Services we offer. When we make material changes, we will notify you by posting the updated Privacy Policy on our website and updating the "Last Updated" date. For significant changes, we may provide additional notice, such as email notification. We encourage you to review this Privacy Policy periodically.

16. Complaints

If you believe that we have processed your Personal Data in a manner that violates your rights or applicable Data Protection Legislation, we encourage you to contact us first so we can attempt to resolve your concerns.

17. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or how we handle your Personal Data, please contact us:

WisePaws Ltd

Email: info@wisepaws.vet

Website: https://www.wisepaws.vet

18. Deleting Your Account and Your Data

18.1 How to delete your account

You can delete your WisePaws account and its associated data at any time from within the app. Sign in, go to Profile → Danger Zone → Delete Account, and confirm. This applies to both the WisePaws web application and the WisePaws mobile app.

18.2 If you cannot sign in

If you are unable to access your account, email us at info@wisepaws.vet from your registered email address to request deletion, and we will action it on your behalf.

18.3 What is deleted

Deleting your account permanently removes your personal records — clinical notes, documents, invoices, patients, and contacts — together with your profile picture and uploaded files, and your WisePaws sign-in identity. Where deleting your account leaves an organisation with no remaining members, any associated paid subscription is cancelled.

18.4 What is retained

To preserve the integrity of shared records and to meet our legal and accounting obligations, a minimal account record is retained in anonymised form, with your name and email address removed. Notes shared within an organisation are kept and attributed to "Deleted User". Anonymised and legally required data is retained in line with the periods set out in Section 9 (Data Retention) — generally up to 6 years for account and accounting data — after which it is securely deleted.