Clinic data stays yours. Always.

1. Our Role

VETNexx operates strictly as a data processor. Veterinary clinics remain the data controllers of all client, patient, and operational data.

We do not own, control, or independently use clinic data. Our role is limited to processing information to execute workflows such as call handling, triage routing, and appointment booking.

2. Data Ownership

All data processed through VETNexx remains the exclusive property of the veterinary clinic.

• No transfer of ownership occurs at any stage
• Clinics retain full rights to access, export, and delete their data
• VETNexx does not use clinic data for independent purposes

3. Data We Process

We process only the minimum data required to operate services:

• Call metadata (time, duration, outcome)
• Caller-provided information during interactions
• Appointment and scheduling data
• Clinic workflow configurations

We do not collect or process unnecessary personal, financial, or unrelated data.

4. Purpose Limitation

Data is processed strictly for:

• Handling inbound calls
• Identifying urgency and routing appropriately
• Booking appointments into clinic systems
• Providing structured summaries to clinics

We do not use data for advertising, resale, or unrelated analytics.

5. Storage & Retention

VETNexx follows a minimal retention approach:

• No long-term storage beyond what is required for workflow execution
• Session-based processing wherever possible
• Configurable retention policies controlled by clinics

Where temporary storage is required, it is strictly limited and secured.

6. Security Measures

• Encryption in transit (TLS 1.2+ minimum)
• Encryption at rest
• Role-based access controls
• Strict authentication and access logging
• Secure cloud infrastructure

Access to any stored data is restricted to authorised systems and personnel only.

7. AI & Model Usage

Clinic data is never used to train external AI models.

We do not:

• Use clinic data to improve third-party AI systems
• Share data with model providers for training
• Retain conversational data beyond operational necessity

This ensures full separation between clinic data and AI model development.

8. Reception Extension Security

VETNexx does not integrate directly with PMS platforms via API. Instead, clinic staff access call and booking details through the VETNexx browser extension, used alongside their existing PMS:

• All extension data is transmitted over authenticated, encrypted connections
• No PMS credentials are stored or accessed by VETNexx
• No excessive data is requested or stored
• Bookings are confirmed by staff directly in their PMS — VETNexx never writes to PMS systems

VETNexx is designed to support PMS workflows, not connect into them.

9. Clinical Safety Boundaries

VETNexx is not a diagnostic tool.

• No clinical decisions are made by the system
• All triage follows clinic-defined pathways
• Emergency scenarios trigger immediate human escalation
• Human override is always available

This aligns with veterinary standards such as those outlined in the Code of Professional Conduct, including the requirement that clinical responsibility remains with a qualified veterinarian :contentReference[oaicite:0]{index=0}.

Automation supports workflows — it does not replace clinical judgement.

10. Regulatory Compliance

VETNexx aligns with:

• New Zealand Privacy Act 2020
• Australian Privacy Principles (APPs)
• Industry best practices for data security and governance

We continuously adapt our processes to meet evolving regulatory requirements.

11. Incident Response

In the event of a security incident:

• Immediate containment procedures are initiated
• Affected clinics are notified promptly
• Root cause analysis is conducted
• Preventative measures are implemented

We maintain internal protocols to ensure rapid and transparent response.

12. Contact

For any privacy-related enquiries:

Email: support@vetnexx.com