1. Scope and service operator
Vetomo provides clinic and staff services under the Vetomo name and owner-facing services under the Petomo name. The current service operator is Remolab, a French société par actions simplifiée (SAS), trading as Vetomo, with share capital of €10,000. It is registered under number 953 190 162 R.C.S. Paris, with its registered office at 60 rue François Ier, 75008 Paris, France. References to “Vetomo”, “Petomo”, “we”, “us”, or “our” in this policy refer to that company unless an account notice or signed order form identifies a successor entity.
This policy applies to personal information handled through our public website, business enquiries, Petomo owner accounts, Vetomo staff accounts, and the services that connect pet owners with participating veterinary clinics. A clinic may provide an additional privacy notice for its own clinical services and records.
Privacy questions and rights requests can be submitted through our contact page. Please do not place patient records, clinical media, or urgent care information in the public contact form.
2. Our privacy roles
The party deciding why and how personal information is used is generally called a controller. A party processing information for a controller is generally called a processor or service provider.
- For the public website, business enquiries, account security, and direct Petomo account administration, Vetomo generally determines the relevant processing purposes.
- For clinic-created Care Episodes, patient-specific plans, professional decisions, and the clinic’s medical record, the participating clinic generally determines the purpose of processing and Vetomo processes information under the clinic’s instructions and the applicable data processing agreement.
- Vetomo may separately act as a controller for security, fraud prevention, billing, service reliability, legal compliance, and its direct relationship with account users.
If a request concerns a clinic’s medical record or clinical decision, we may direct the request to that clinic or help the clinic respond.
3. Information we handle
The information involved depends on the service and features you choose to use.
- Website and enquiry information: name, work contact details, role, clinic or organisation, enquiry content, consent choices, and our correspondence.
- Petomo account information: name, email address, authentication and account identifiers, profile preferences, caregiver relationships, notification settings, and device registration information.
- Pet and wallet information: pet profile details, owner-entered health records, journal entries, documents, care preferences, and information you choose to connect with a clinic. Pet information can be personal information when it relates to an identifiable owner or caregiver.
- Clinic-connected care information: clinic and patient identifiers, Care Episodes, veterinarian-approved plans, medication schedules, observations, answers, questions, photos, videos, messages, review status, and recorded outcomes.
- Vetomo professional information: staff identity, clinic membership, professional role, permissions, work assignments, approvals, audit activity, and support communications.
- Technical and security information: IP address, browser or device type, app version, timestamps, session and authentication events, diagnostics, performance measurements, security signals, and limited usage events.
- Payment and commercial information: subscription, invoice, billing contact, and transaction status. Full payment-card details are normally handled by an authorised payment provider rather than stored by Vetomo.
4. Where information comes from
We may receive information:
- directly from you when you register, submit an enquiry, or use a service;
- from a participating clinic, authorised staff member, or caregiver;
- from a clinic-approved integration, such as a practice information management system, where the implementation and permissions allow it;
- automatically from the website, app, browser, or device; and
- from identity, communications, maps, payment, security, or support providers used to deliver the service.
5. Why we use information and our lawful bases
We use personal information where necessary to:
- create and secure accounts, authenticate users, and provide requested features;
- deliver owner guidance, structured check-ins, clinic review workflows, and connected aftercare under the participating clinic’s instructions;
- respond to enquiries and take requested steps before entering an agreement;
- operate, troubleshoot, measure, maintain, and improve service reliability;
- detect misuse, protect users and clinics, and investigate security incidents;
- administer subscriptions, support, contracts, and business records;
- comply with law and establish, exercise, or defend legal claims; and
- send optional product news or marketing where permitted and not opted out.
Depending on the activity and jurisdiction, we rely on performance of a contract or steps requested before a contract, legitimate interests in operating and protecting the service, compliance with legal obligations, and consent where required. Clinic-connected care information is also processed under the clinic’s instructions and the legal basis identified by the clinic. You may withdraw consent at any time, without affecting earlier lawful processing.
6. AI-assisted features and clinical boundaries
Some Vetomo and Petomo features may organise observations, identify relevant context, create summaries, or prepare draft material for review. Inputs and outputs may include account, pet, care, and usage information needed for the requested feature.
AI output is not a diagnosis, prescription, emergency clearance, or final clinical decision. Veterinary professionals remain responsible for clinical interpretation and treatment. Vetomo does not use an AI feature to make a solely automated decision that produces a legal or similarly significant effect on an individual. Feature-specific notices may explain additional provider, retention, and review details before use.
8. International transfers
Remolab is established in France. Where EEA personal information is transferred or made accessible outside the EEA, the relevant clinic agreement and data processing terms must identify the transfer and its lawful safeguard. Where required, we use the European Commission's Standard Contractual Clauses, a documented transfer assessment, and supplementary technical and organisational measures. You may contact us for information about the safeguards relevant to your service.
9. How long information is retained
We keep personal information only for as long as reasonably necessary for the purpose for which it was collected, including account operation, connected care, contractual support, security, audit, tax, dispute, and legal requirements. Retention is determined by the type of record, account status, clinic instructions, legal or professional record obligations, risk, and whether a legal hold applies.
Clinic-connected data is returned, retained, or deleted according to the customer agreement, data processing agreement, documented clinic instructions, and applicable law. Backup copies may remain for a limited period until safely overwritten or isolated from ordinary use.
10. Security
We use administrative, technical, and organisational measures designed for the nature of the information and the risks involved. These may include access controls, authentication, encryption in transit, private storage, tenant isolation, audit records, monitoring, backups, and incident procedures. No internet or storage system can be guaranteed completely secure.
Protect your credentials, keep devices updated, and notify us promptly if you suspect unauthorised access. Potential emergencies and clinical concerns must be directed to the relevant veterinary clinic, not submitted as a security report.
11. Your rights and choices
Depending on your location and our role, you may have rights to be informed; request access, correction, deletion, restriction, or portability; object to certain processing; withdraw consent; and complain to a competent data-protection authority. These rights are not absolute and can depend on the lawful basis, another person’s rights, and applicable record obligations.
Submit a request through the contact page. We may need to verify your identity and clarify the account, clinic, or processing involved. Requests concerning a clinic-controlled medical record may be forwarded to or coordinated with the clinic. You can opt out of optional marketing using the unsubscribe method provided in the message or by contacting us.
12. Children and authorised users
Vetomo professional services are intended for authorised veterinary and clinic users. Petomo is intended for adults or other users legally authorised to manage a pet’s information. The services are not directed to children, and we do not knowingly create a child account without the authorisation required by applicable law. Contact us if you believe a child has provided information without appropriate permission.
14. Changes and contact
We may update this policy when our services, providers, or legal obligations change. The updated version will be posted here with a revised date, and material changes will be communicated through an appropriate channel where required.
For privacy questions, rights requests, or complaints, use the Vetomo contact page. Include enough information to identify the relevant account or clinic, but do not submit clinical records or urgent care details through the public form. You may also complain to the data-protection authority where you live, work, or believe an infringement occurred.