Privacy Policy

1 Information We Collect

We collect information that you provide directly to us, as well as information generated through your use of the Service. The types of information we collect include:

Account Information

• Name, email address, and phone number
• Clinic or practice name and address
• Professional credentials and license information
• Billing and payment information

Practice Data

• Patient records, including species, breed, medical history, and treatment plans
• Client contact information and communication preferences
• Appointment schedules and clinical notes
• Inventory, billing, and financial records

Automatically Collected Information

• Device information (browser type, operating system, device identifiers)
• Usage data (pages visited, features used, session duration)
• IP address and approximate geographic location
• Cookies and similar tracking technologies

2 How We Use Your Information

We use the information we collect to provide, maintain, and improve the Lulu.vet platform. Specifically, we use your information to:

• Provide the Service: Process transactions, manage patient records, schedule appointments, and deliver core platform functionality
• Communicate with you: Send service-related notifications, respond to inquiries, and provide customer support
• Improve our platform: Analyze usage patterns to enhance features, fix issues, and develop new functionality
• Ensure security: Detect and prevent fraud, abuse, and unauthorized access to the Service
• Comply with legal obligations: Meet regulatory requirements and respond to lawful requests from authorities
• Send marketing communications: With your consent, send information about new features, promotions, and updates (you may opt out at any time)

We do not sell your personal information to third parties. We do not use your practice data or patient records for advertising purposes.

3 Data Storage & Security

We take the security of your data seriously and implement industry-standard measures to protect it:

• Encryption: All data is encrypted in transit using TLS 1.2+ and at rest using AES-256 encryption
• Infrastructure: Our platform is hosted on secure, SOC 2-compliant cloud infrastructure with redundant storage and regular backups
• Access controls: Strict role-based access controls limit data access to authorized personnel only
• Monitoring: Continuous security monitoring and regular vulnerability assessments help protect against threats
• Incident response: We maintain a comprehensive incident response plan and will notify affected users promptly in the event of a data breach

Your data is stored in data centers located in the United States. If you are accessing the Service from outside the United States, please be aware that your information may be transferred to, stored, and processed in the United States. We retain your data for as long as your account is active or as needed to provide the Service. Upon account termination, we will retain your data for a reasonable period to allow for data export, after which it will be securely deleted.

4 Third-Party Services

We may share your information with trusted third-party service providers who assist us in operating the platform. These providers are contractually bound to protect your data and may only use it for the purposes we specify. Our third-party partners include:

• Payment processors: To securely handle billing and payment transactions
• Cloud hosting providers: To store and serve application data
• Email and communication services: To deliver transactional emails, SMS notifications, and reminders
• Analytics providers: To help us understand platform usage and improve the Service
• Customer support tools: To manage and respond to support requests

We may also disclose your information if required by law, in response to a valid legal process, or to protect the rights, property, or safety of Lulu.vet, our users, or the public. We will notify you of such disclosures to the extent permitted by law.

5 Your Rights

Depending on your location, you may have certain rights regarding your personal information. These may include:

• Access: Request a copy of the personal information we hold about you
• Correction: Request that we correct inaccurate or incomplete personal information
• Deletion: Request that we delete your personal information, subject to certain exceptions
• Portability: Request a copy of your data in a structured, commonly used, machine-readable format
• Opt-out: Opt out of marketing communications at any time by clicking the unsubscribe link in our emails or updating your account preferences
• Restriction: Request that we limit the processing of your personal information under certain circumstances

To exercise any of these rights, please contact us at [email protected]. We will respond to your request within 30 days. We may ask you to verify your identity before processing your request.

California residents: Under the California Consumer Privacy Act (CCPA), you have additional rights including the right to know what personal information we collect and the right to opt out of the sale of your personal information. We do not sell personal information.

EU/EEA residents: Under the General Data Protection Regulation (GDPR), you have additional rights including the right to lodge a complaint with a supervisory authority.

6 Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or our data practices, please do not hesitate to reach out to us.