Privacy Policy

Effective Date: 20 July 2025 Last Updated: 20 July 2025

We are committed to protecting the privacy of our clients and their pets. This Privacy Policy explains how we collect, use, store, and disclose your personal information in compliance with the New Zealand Privacy Act 2020, the Veterinary Council of New Zealand (VCNZ) Code of Professional Conduct, and, where applicable, international privacy laws.

By using our services, you consent to the collection and use of your personal and your pet’s information as outlined in this policy.

  • What Information We Collect

We may collect and store the following information:

      1. Client Information
        • Full name
        • Contact details (email, phone number, address)
        • Payment details (only via secure third-party processors)
        • Communication history
      2. Pet Information
        • Pet name, species, breed, age
        • Medical history
        • Photos, videos, and diagnostic records
      3. Technical Information
        • Device/browser type and IP address
        • Website usage data via cookies

  • How We Collect Information

We collect your information through:

      • Sign-up and onboarding forms
      • Messaging platforms (Signal)
      • Direct email or phone communication
      • Consultations and follow-up care
      • Payment transactions via secure providers

  • Why We Collect Your Information

We collect your data to:

      • Provide veterinary telemedicine services
      • Maintain accurate medical records
      • Communicate with you effectively
      • Comply with legal and regulatory requirements
      • Improve our services

  • Who We Share Your Information With

We may share your information with:

      • Licensed veterinarians and staff within our practice
      • Veterinary specialists or emergency providers, with your consent
      • Service providers (transcription services, cloud storage, payment processors)
      • Regulators or legal entities where required by law
      • We do not sell or rent your personal information to third parties.

  • How We Store and Protect Your Information

We use secure systems and take reasonable precautions to protect your data, including:

      • End-to-end encrypted communication (Signal)
      • Secure file storage (encrypted cloud practice management systems)
      • Access controls for staff and contractors
      • Regular backups and security reviews

Our practice management software is hosted online in the USA, meaning that cloud storage containing patient and client information is located outside New Zealand. In compliance with the Privacy Act 2020, we ensure that international storage is governed by privacy safeguards that are comparable to those required under New Zealand law. We obtain informed consent from clients regarding offshore data storage, implement access controls, and maintain internal policies for data security, audit logging, and record retention (including the 10-year minimum). A designated Privacy Officer oversees compliance, staff are trained in data protection practices, and all client data is accessible to them upon request. We review our systems regularly to ensure ongoing legal and ethical compliance.

  • Your Rights and Choices

You have the right to:

      • Access your personal information
      • Correct or update your information
      • Request deletion of your records (where legally permissible)
      • Withdraw consent for data use

To exercise these rights, please contact us at admin@vetline.nz.

  • Data Retention

We retain your records only as long as necessary for:

      • Providing services to you
      • Meeting professional obligations (e.g., veterinary record keeping requirements)
      • Complying with legal or regulatory purposes

In accordance with VCNZ requirements, we retain veterinary records for at least 10 years from the date of last interaction, after which they can be securely deleted or anonymised.

  • Accuracy of Information

We take reasonable steps to ensure the personal and pet information we hold is accurate, complete, and up to date.

We encourage you to let us know of any changes to your or your pet’s details.

  • Cookies and Website Analytics

Our website may use cookies or analytics tools (e.g., Google Analytics) to improve functionality and monitor usage. You can control or disable cookies via your browser settings.

  • Third-Party Services

We are not responsible for the privacy practices of any external sites linked from our website. Please review their policies before submitting any personal data.

  • International Transfers

While we are based in New Zealand, your data may be stored on servers located overseas (e.g., cloud providers). We ensure all providers offer adequate data protection safeguards.

  • Changes to This Policy

We may update this Privacy Policy from time to time. We encourage you to review it periodically. Significant changes will be communicated via our website or email.

  • Contact Us

If you have questions, concerns, or requests regarding your personal information, please contact:

Email: admin@vetline.nz
Phone / Text: 022 603 4950