You are currently viewing the Privacy Policy for USA. If you are in the UK please view the Privacy Policy click here
Effective Date: June 24th, 2026
At Vet-AI, we care about your privacy. This Privacy Policy ("Policy") explains how we collect, use, share, and handle personal information in connection with our website, mobile applications, and related digital offerings, including veterinary-related services made available through the Joii platform (collectively, the "Services").
This Policy applies to pet owners who are eligible to access certain Services through an Insurance Partner or another sponsoring organization. In this Policy, we call those companies “Insurance Partners.” The Services available to you may vary depending on where you live and which Services are offered in your area.
This Policy is part of our Terms of Service. By using the Services, you acknowledge that your personal information will be handled as described in this Policy. Any dispute relating to privacy is subject to this Policy and our Terms of Service, including any applicable provisions regarding limitations of liability and dispute resolution.
Certain Services may be subject to additional terms, service-specific privacy disclosures, consent notices, or other supplemental notices that describe how information is collected, used, disclosed, or retained for those Services. If there is a conflict between this Policy and a service-specific notice, the service-specific notice applies to the extent of the conflict.
This Policy applies to our online and offline personal information processing activities, including information we collect from website visitors; pet owners who are eligible to access the Services through an Insurance Partner or another sponsoring organization; individuals who create an account in connection with that access; individuals who register for or participate in events, surveys, or promotions; service providers; and individuals who otherwise communicate or interact with us or the Services.
This Policy applies to the extent we process personal information on our own behalf for our business operations, such as when we manage our website, communications, and other aspects of the Services described in this Policy.
In some contexts, we process personal information on behalf of or in support of our business customers, such as Insurance Partners, in connection with the Joii platform or related Services. In those cases, our role may be governed by our agreements with those organizations and applicable law. This Policy generally does not alter any privacy terms, notices, or rights disclosures that may be provided by an Insurance Partner or another sponsoring organization. If you access the Services through an Insurance Partner or another sponsoring organization and have questions about that organization’s privacy practices, please contact that organization directly.
Account and Profile Information. If you are eligible to access the Services through an Insurance Partner or another sponsoring organization and create an account, we may collect information such as your name, contact information, login credentials, and other account or profile details you choose to provide.
Service-Related Information. If you use the Services, we may collect information you provide in connection with your use of those Services, such as information about your pet, requests for assistance or support, symptom or service-related details you submit, intake or questionnaire responses, pet medical history, current medications, photographs, videos, chat content, session notes, treatment plans, recommendations, prescription-related information, and other information you choose to provide through the platform.
Pet and Pet Health-Related Data. Information about your pet, including health, wellness, symptoms, diagnostic, treatment, appearance, breed, age, and related veterinary information, may not identify you on its own. However, when pet-related information is linked to your account, contact details, insurance eligibility, communications, records or other information that identifies or can be reasonably associated with you, we handle that linked information as personal information under this Policy.
Payment Information. If we offer transactions or fee-based features through the Services, we may collect limited payment-related or billing information necessary to process those transactions. Payment card information may be processed by third-party payment processors acting on our behalf and subject to their own terms and privacy practices.
Surveys and Feedback. If you participate in surveys, questionnaires, or research activities conducted by us, we may collect your responses, feedback, and any other information you choose to provide.
Events and Registration Details. If we offer events, webinars, promotions, or similar activities, we may collect personal information related to your participation, registration, or other requests you submit to us in connection with those activities or the Services.
Communications and Interaction Information. If you communicate with us or use interactive features of the Services, we may collect information relating to those interactions, such as chat content, audio or video communications, and, where applicable, recordings or related records.
We may receive personal information from third-party sources, including business partners (such as Insurance Partners that refer you to the Services), analytics or marketing providers, social media platforms, public sources, and service providers or other third parties acting on our behalf.
Information from Insurance Partners and Other Sponsoring Organizations. When you are referred to or access our Services through an Insurance Partner or another sponsoring organization, we may receive information reasonably necessary to verify eligibility, facilitate access, administer the Services, or support the applicable relationship, which may include your name, contact details, policy or membership information
Single Sign-On and Third-Party Login Providers. If you choose to sign in to the Services through a third-party authentication or single sign-on provider, we may receive certain information from that provider, such as your name, email address, account identifier, and other profile information you authorize the provider to share with us. We may use this information to authenticate you, create or link your account, facilitate your access to the Services, and maintain account security. Your use of a third-party login provider is also subject to that provider’s own terms and privacy practices.
Social Media Information. If we make available social media sharing or similar features and you choose to use them, we may collect or receive personal information from the relevant platform.
Referral Information. If we make available a referral feature, we may collect limited personal information necessary to process and administer the referral.
We may automatically collect information about your use of the Services through cookies, pixel tags, and similar technologies. This may include:
Device and Browsing Information. When you use our Services, we may collect browser type, domain name, page views, access times, date/time stamps, operating system, language, device type, unique identifiers, Internet service provider, referring and exiting URLs, clickstream data, and other similar device and browsing information.
Activities and Usage. We may collect activity information related to your use of the Services, such as information about the links you click, features you use, pages viewed, time spent within the Services, and other similar activity and usage information.
Location Information. We may collect or derive general location information, such as through your IP address. With your permission, we may also collect more precise geolocation information from your device. You may turn off location data sharing through your device settings.
Derived Information. We may derive information about how users interact with the Services based on the information we collect automatically and from other sources.
For more information about our use of cookies and similar technologies, please see Section 5 (Cookies and Other Tracking Mechanisms) below.
We may use personal information for the following purposes:
Services and Support. To enable, administer, and provide our Services, including website functionality, account access, eligibility verification, user support, and veterinary session-related features that may be made available through the Joii platform; to communicate with you about your use of the Services; to provide troubleshooting and technical support; to respond to your inquiries and fulfill your requests; and to otherwise run our day-to-day operations.
Account Creation and Management. To enable account creation and management for individuals who are eligible to access the Services through an Insurance Partner or another sponsoring organization, including allowing such users to create a profile, set preferences, verify their eligibility for the Services, and authenticate or link their account through third-party authentication or single sign-on providers.
Analytics and Improvement. To better understand how users access and use the Services, and for other research and analytical purposes, such as to evaluate, develop, and improve our Services, platform performance, and business operations, and for internal quality control and training purposes.
AI-Assisted Tools and Features. Certain features of the Services, including features made available through the Joii platform, may use artificial intelligence, machine learning, automated processing, and similar tools to support user interactions, symptom checking, emergency screening or triage, content generation, recommendations, platform functionality, user experience, safety and security, analytics, and product and service development. In connection with these activities, these tools may process personal information we collect as described in this Policy, including information you submit through the Services, information about your pet, and information about your interactions with AI-enabled features. Where applicable, AI-assisted outputs may be reviewed by our personnel, veterinary professionals, or service providers where appropriate. We do not use personal information processed in connection with the Services to train generalized artificial intelligence models except as described in this Policy or as otherwise disclosed to you.
Communications. To respond to your questions, provide requested materials, and send administrative communications about the Services, including updates to our terms or policies.
Customization and Personalization. To tailor content, features, and communications within the Services based on how you interact with us, your account settings, your eligibility status, and your use of available Service features, and to improve relevance and usability.
Marketing. To provide information about our company, the Services, and related offerings, including in response to your requests, through updates, or in connection with joint communications with Insurance Partners and other sponsoring organizations, in each case as permitted by applicable law.
Payment Processing. If we offer transactions or fee-based features through the Services, we may use personal information as reasonably necessary to process payments, administer billing, and support related transactions.
Research, Analytics, and Surveys. To administer surveys and questionnaires, conduct analytics, support pet-health research, contribute to research or educational materials, evaluate outcomes, and develop, maintain, and improve our products, tools, and Services. Where personal information is implicated, we may use de-identified, aggregated, or otherwise privacy-protective forms where appropriate and as permitted by applicable law.
Security, and Protection of Rights. To protect the Services and our business operations; to prevent and detect fraud, unauthorized activities, insurance-status misrepresentation, unsafe conduct, and other misuse; and where we believe necessary to investigate, prevent, or take action regarding illegal activities, suspected fraud, or situations involving potential threats to the safety or legal rights of any person or third party, or violations of our Terms of Service
Compliance and Legal Process. To comply with applicable legal or regulatory obligations, including as part of a judicial proceeding; to respond to a subpoena, warrant, court order, or other legal process; or as part of an investigation or request from law enforcement or a governmental authority.
De-identified and Aggregated Information. We may use personal information to create de-identified and/or aggregated information, such as de-identified demographic information or aggregated usage statistics. De-identified or aggregated information is not personal information, and we may use and disclose such information for any lawful purpose.
We may disclose personal information for the purposes described above, including as follows:
Vendors and Service Providers. We may disclose personal information to vendors and service providers that perform services on our behalf, such as hosting, IT support, payment processing, analytics, consulting, auditing, legal services, customer support, communications, and technology providers that support platform functionality, security, analytics, and other business operations, including providers that support artificial intelligence or similar automated tools used to provide, support, or improve features of the Services.
Insurance Partners and Other Sponsoring Organizations. We may disclose personal information to Insurance Partners and other sponsoring organizations with whom we work to make the Services available, including information reasonably necessary to verify eligibility, support service delivery, administer the relationship, provide reporting, or evaluate and improve the Services, in each case as permitted by applicable law.
Veterinary Professionals. We may share personal information about you and your pet with licensed veterinarians and veterinary professionals who provide veterinary sessions through the Joii platform, to assist them in delivering care.
Third-Party Pharmacies, Retailers, and Linked Services. The Services may include links to or integrations with third-party pharmacies, retails, inline stores, prescription fulfillment services, or other third-party services. Where you choose to use those services, the third party may collect information directly from you, and we may disclose information reasonably necessary to facilities the requested transaction or service, as permitted by applicable law. Those third parties are governed by their own terms and privacy practices.
Parent Company and Affiliates. We may share your personal information with our parent company, Vet-AI Ltd., located in the United Kingdom, and with our corporate affiliates for purposes consistent with this Policy, including for business operations, service delivery, platform development and improvement, data analytics, and internal administration. This includes personal information collected automatically from visitors to our US website, such as device and browsing information, IP addresses, usage data, and information collected through cookies and similar tracking technologies, which may be transferred to and processed by our parent company in the United Kingdom for analytics, platform improvement, and operational purposes. Please see Section 6 (International Data Transfers) below for more information about how we protect personal information transferred internationally.
Third-Party Marketing and Analytics Providers. We may disclose personal information to third-party providers that support analytics, communications, website functionality, campaign measurement, or similar business purposes related to the Services, as permitted by applicable law.
Compliance and Legal Obligations. We may disclose personal information to third parties to comply with legal obligations or respond to legal process. For example, we may disclose information in response to subpoenas, court orders, and other lawful requests from regulators or law enforcement.
Security and Protection of Rights. We may disclose personal information where we believe it is necessary to protect the Services, our rights and property, or the rights, property, and safety of others.
In Support of Business Transfers. If we, or our affiliates, are or may be acquired by, merged with, or invested in by another company, or if any of our assets are or may be transferred to another company, whether as part of a bankruptcy or insolvency proceeding or otherwise, we may transfer the personal information we have collected to the other company. We may also share personal information as necessary prior to the completion of such a transaction.
Aggregate and De-identified Information. We may use, disclose, and otherwise process aggregate and de-identified information related to our business and the Services for quality control, analytics, research, development, and other purposes.
We use cookies, pixels, local storage, log files, and similar technologies to collect information about browsing activity, device information, and use of the Services. We may also engage third-party providers to support these activities.
Cookies. Cookies are small text files stored on your device through your web browser for record-keeping and related purposes. Some cookies help us make it easier for you to navigate the Services, while others help support security and performance, remember your preferences, or help us understand how the Services are used.
Pixels and Web Beacons. Pixels (sometimes called web beacons or clear GIFs) are tiny graphics with a unique identifier, similar in function to cookies. While cookies are stored locally on your device, pixels are embedded invisibly within web pages and online content. We may use these in connection with our Services to track user activity, help us manage content, and compile usage statistics. We may also use these in emails to help us understand response rates.
Local Storage. Local storage is a browser-based storage mechanism that allows us to store data on your device after the browser window is closed. Local storage may be used to cache certain information to enable faster loading of pages and content. You can clear local storage through your browser settings.
Third-Party Analytics and Tools. We may use analytics tools such as Google Analytics to better understand how people use the Services and to help us improve them. To learn more about how Google collects and processes data, please visit policies.google.com/privacy. If you want to limit Google Analytics activity in your browser, you can use the Google Analytics Opt-out Browser Add-on at tools.google.com/dlpage/gaoptout.
Advertising and Campaign Measurement. We may use third-party tools and technologies to help us measure the effectiveness of our communications, understand website usage, and support outreach and marketing efforts.
Vet-AI Inc. is headquartered in the United States. Our parent company, Vet-AI Ltd., is located in the United Kingdom. In connection with providing the Services and operating our business, personal information may be transferred to, stored in, and processed in the United Kingdom and other countries where we or our service providers operate.
These countries may have data protection laws that differ from those in your place of residence. We take reasonable steps to protect personal information in accordance with applicable law and, where appropriate, use lawful transfer mechanisms.
By using our Services or providing personal information to us, you acknowledge that your personal information may be transferred to and processed in countries outside of the United States, including the United Kingdom.
We make available several practical ways for you to manage certain privacy-related settings and communications preferences:
Account and Profile Information. If you have an account because you are eligible to access the Services through an Insurance Partner or another sponsoring organization, you may be able to review and update certain profile information within the Services.
Marketing Communications. Where permitted by applicable law, we may send you promotional emails or similar communications. You can opt out by following the instructions in the communication. Even if you opt out of promotional messages, we may still send you service-related or administrative communications.
Cookie Settings. To prevent cookies from tracking your activity on our website or visits across multiple websites, you can set your browser to block certain cookies or notify you when a cookie is set; you can also delete cookies. The "Help" portion of the toolbar on most browsers will tell you how to manage your cookie preferences. You may also manage your cookie preferences through our Cookie Consent Manager. Please note that if you disable cookies, some features of our Services may not function properly.
Browser Signals/Do Not Track. Our website currently does not respond to "Do Not Track" signals. You may, however, manage certain tracking technologies through your browser settings as described above.
Third-Party Tools. Some third-party analytics, communications, or similar tools may provide their own privacy choices or browser-based controls. Please refer to the relevant third party’s privacy information for more details.
Our Services may include links to third-party websites, features, or integrated services, including pharmacies, retailers, online stores, prescription fulfillment services, payment processors, authentication providers, analytics providers, or other third-party services. Those third parties are not governed by this Policy, and we are not responsible for their privacy practices. We encourage you to review their privacy notices and terms before using those services.
Our Services are not directed to children under 16, and we do not knowingly collect personal information from children under 16. If you believe a child under 16 has provided personal information to us in violation of applicable law, please contact us using the information below.
Certain interactions through the Joii platform, including chat, audio, video, or other communications with veterinary professionals or support personnel, may be recorded, retained, or reviewed for purposes such as clinical documentation, clinical record-keeping, quality assurance, training, safety, service improvement, compliance, and legal purposes, subject to applicable law. Recording practices may vary depending on the interaction, the Services involved, and the user’s jurisdiction. Where required by applicable law, we will provide additional notice and obtain any required consent before recording an interaction.
We retain personal information as long as reasonably necessary for the purposes described in this Policy, including to provide the Services, maintain account, eligibility, insurance verification, veterinary session, clinical documentation, transaction, and business records, resolve disputes, establish legal defenses, enforce our agreements, and comply with applicable law. Retention periods may vary depending on the type of information, the Services involved, legal and regulatory requirements, and our legitimate business needs. When personal information is no longer needed, we will delete or de-identify it in accordance with our retention practices.
We maintain administrative, technical, and physical safeguards designed to protect personal information from unauthorized access, disclosure, alteration, and destruction. However, no method of transmission or storage is completely secure, and we cannot guarantee absolute security.
We may update this Policy from time to time. If we do, we will post the revised version on our website and update the effective date above. If required by applicable law, we will also provide additional notice of material changes.
Residents of certain U.S. states may have privacy rights under applicable law, subject to statutory exceptions, limitations, and applicability thresholds. Where required by applicable law, we will honor verified privacy requests in accordance with the law that applies to the request. Privacy rights and disclosures may vary based on a person’s state of residence, the nature of the individual’s relationship with us, and the Services at issue. If you have questions about applicable privacy rights or would like to submit a request, please contact us using the information in the Contact Us section below.
If you have questions about this Policy or our privacy practices, you may contact us at [email protected]
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