Privacy Policy

Trust is an important part of the veterinary relationship. You trust VetConsults to provide your pet with the best possible care. This Privacy Policy also explains why you can also trust that we do our utmost to protect your personal information. This Privacy Policy governs the way Kiwi Vet Ltd. t/a Vet Consults (the “ Company ", “ Vet Consults ”, “ we “ or “ us “) collects, maintains, uses, and discloses information collected from you, the user (“ you ”).

Vet Consults is an online portal that connects licensed veterinarians (“ Vets ”) to provide telemedicine consultations to pet owners (“ Clients ”)

This Privacy Policy described how Vet Consults can collect, use, and disclose your Personal Information that is collected by us in person, over the phone, in writing, whether this is using e-mail or through the use of our website and social media and mobile applications (each referred to as a “Site”) on which the Privacy Policy is linked.


By using the Site or providing us with your Personal Information, you consent to our collection, use and disclosure of your Personal Information in line with the terms of this Privacy Policy.

We encourage you to familiarise yourself with this Privacy Policy, and look out for any updates that may be made from time to time. Your continued use of the Sire or provision of Personal Information to us, after we communicate any changes to the Privacy Policy signifies your acceptance of the revised Privacy Policy.

Personal Information You Voluntarily Provide

We collect Personal Information that you voluntarily provide to us as part of using our services. This information is collected for the purposes of providing you with the services you request and choose to interact with. It is also used to respond to any enquiries you may have.

For Clients - we collect the following Personal Information when you create an account on our Site:

• First name and surname
• Residential address
• E-mail address
• Mobile of home phone number
• Information about your pet

In addition to the above, we may collect additional Personal information through the following means:

• Customer Service: We will collect any Personal Information you provide when contacting customer support for the purpose of responding to an enquiry or resolving your issue.
• Marketing Communication and E-mail Correspondence: For subscribing to our mailing list or other communications, we may ask for your contact information. We may also collect Personal Information if you disclose it in your e-mail correspondence with us.
• Video Consultations: All communications may be recorded for training and quality control purposes in order to improve the service that we are able to offer you in future instances. Vet Consults will store your pet's medical records in our secure storage systems so that proper care may be given.

Payment Information for Clients: Vet Consults does not collect any payment information from Clients. All payment are made through out third-party payment processor Stripe. All payment information will be processed in accordance with Stripe’s terms and conditions and privacy policy. Clients are able to familiarise themselves with these policies on Stripe’s website.

Technical Information Collected by Other Automated Means

In addition to the above information provided to us by you, we may also collect automatically generated information through the use of the Site (“Technical Information”). While Technical Information is usually non-identifying, if it is associated with you as an individual, it will be treated as Personal Information within this Privacy Policy.

• Web Beacons: We may use web beacons, also known as pixel tags, clear GIFs or other similar technologies in connection with some of our Site pages, social media pages and HTML-formatted e-mail messages to track the actions of users and e-mail recipients, measure the success of our marketing campaigns and compile statistics about our Site and social media usage and e-mail response rates.
• Analytics: Vet Consults uses Google Analytics to provide statistics about visitors to our Site. Google Analytics tracks and analyses non-identifiable statistics, including but not limited to search engines, display advertising, pay-per-click networks, e-mail marketing and digital collateral such as links within documents. More information about Google Analytics is available here (link this).

Personal Information - Vet Consults collects and uses your Personal Information for the following purposes:

to register and set up your account on our Site;

• for administration, billing, accounting and collection of fees owing to us for our services
• to engage in telemedicine consultations with you and your pet;
• to respond to enquiries and provide you with customer support at your request;
• to send you marketing communications with your expenses or implied consent, as permitted by law;
• to fulfil other purposes disclosed at the time you provide us with your Personal Information or which are reasonably necessary to provide products and/or services requested by you.

Technical Information - We use Technical Information as described above:

• To monitor and analyse usage of our Site and identify trends in order to improve our Site;
• To tailor content on the Site to your interests;
• To send advertisements targeted to your interests. To opt-out of receiving targeted advertising, please follow the steps in the section below titles “Your Privacy Preferences.”

Disclosure of Your Information

We do not trade or sell your Personal Information to others. However, Vet Consults may disclose Personal Information to enforce policies or to protect personal rights, property, or safety. Such information will only be disclosed in accordance with applicable laws as well as certain specific examples, detailed below:

Third Party Service Providers: Vet Consults may disclose Personal Information about users to third parties who provide service to Vet Consults, including, but not limited to our development team, designers, and our e-mail marketing providers. We will limit the disclosed Personal Information only to what is reasonably necessary for the purpose of providing the service that the Third Party Provider is engaged to provide.

Aggregates, Anonymous Demographic Information: Vet Consults may share aggregated, anonymous demographic information which cannot be used or linked to any Personal Information to identify individual persons.

Technical Information: Technical Information may be shared with Google Analytics to help us understand how you use our Site. This enables us to enhance your user experience. We may also share your Technical Information with third parties, in order to allow them send you advertisements targeted to your interests.

Law Enforcement: We may share your Personal Information as requested with law enforcement individuals, as required and permitted by law, in response to any court orders or verified requests relating to any criminal investigations or alleged illegal activities.

Veterinary Professionals: You consent to the exchange and release of information and records between Vet Consults and your regular veterinarian, either with your express permission or in line with applicable local laws and regulations.

The Site may contain links to other third party platforms. While we strive to link only content that shares our high standards and respect for privacy, please understand that we are not responsible for the content of, or the privacy practices employed by other platforms. We encourage you to review the privacy policy of each platform you visit.

Processing, Retention and Storage of Personal Information

Vet Consults will retain your Personal Information for only as long as necessary for the purposes of fulfilling the reason it was initially collected for and to comply with applicable laws.

Safeguarding Your Personal Information

We take all reasonable measure to protect and safeguard your Personal Information against unauthorised access, use, disclosure, or modification. Such measures include physical, organisational, and technological safeguards, such as:

• Restricting acted to employees and Third Party Service Providers who need such information for a legitimate business purpose, and who are required to abide by this Privacy Policy and Vet Consult’s internal privacy and security practices;
• Restricting access to our systems, accounts, and electronic databases through password protection and internal security policies; and
• Implementing technical security measures, such as firewall technology, anti-malware screening and data encryption technology.

While Vet Consults uses advanced data encryption technology when interfacing with our users and their pets, you should be aware that there is a residual risk in transmitting any data electronically. Despite our efforts, no security measures are perfect and no methodical be 100% guaranteed against interception or misuse. This risk is present in all internet activity.

We will take all reasonable steps to ensure that all Personal Information that we use, collect, or disclose is accurate, complete, and up-to-date. Please contact us if your Personal Information changes or if you believe the information we have about you is not accurate or complete.

Please note that your right to access your Personal Information may be limited by applicable privacy law. In order to verify your identity, we may also request certain Personal Information to match against our records.

Your Privacy Preferences

If you are receiving our communications, you may unsubscribe at any time by clicking on the “unsubscribe” potion in any marketing e-mail or text you receive. Alternatively, you can contact us to unsubscribe by using the “Contact Us” heading. Please note that if you unsubscribe from marketing communications, we may still send you transactional e-mails about your use of our Site.

Changes to this Privacy Policy

We may amend this Privacy Policy from time to time as our business involves in response to legal developments as new technologies become available, or as we introduce are features, products, or services.

If we make substantial changes to our Privacy Policy, we will post these changes to our Site and will notify registered users of the Site.

If you disagree with any change to the Privacy Policy, please refrain from using our Site or providing us with Personal Information. By continuing to use our Site or by providing Personal Information after we post or communicate a change to the Privacy Policy, you accept and consent to the revised terms of the Privacy Policy.

If you have any questions or complaints about this Privacy Policy, or the manner in which it was collected, please Contact Us