Privacy Policy

VetSOAP LLC · Effective September 17, 2026 · Replaces the version dated August 10, 2024

The short version. VetSOAP records, transcribes, and writes veterinary notes for you. To do that, your recordings and notes are sent to the AI and cloud providers named in Section 5. We ask for your permission before any AI processing starts, and you can withdraw it at any time. We do not use your content to train AI models. Your notes and recordings stay in your account until you delete them or ask us to.

1. Who we are and what this policy covers

VetSOAP LLC ("VetSOAP," "we," or "us") provides mobile and web software that helps veterinary practices record visits, prepare clinical documentation, and communicate with pet owners (the "Services"). This policy explains what information we collect, how we use and share it, and the choices you have.

It covers accounts, recordings, transcripts, notes, uploaded documents, phone calls, and messages sent through the Services, including information about users, clinic staff, pet owners, and other people who appear in that material. Our public website has its own cookie and analytics notices where they apply.

Clinics and professionals decide what to record and submit and how to use the results. You must have the authority, notices, and permissions your jurisdiction requires. VetSOAP processes what you submit to provide the Services and for the limited purposes below, and remains responsible for its own obligations.

Questions or requests: help@vetsoap.ai, or Contact Support inside the app.

Mailing address: VetSOAP LLC, 14701 Cumberland Rd #170, Noblesville, IN 46060, USA.

2. Information we collect

  • Account and professional information. Names, usernames, email addresses, phone numbers when provided, account IDs, login and profile details. Collected when you or authorized clinic staff register, sign in, or update a profile.

  • Clinical records and content. Pet owner contact details, patient identifiers and history, audio recordings, transcripts, uploaded documents, SOAP notes, summaries, email drafts, and edits you submit or generate through the Services.

  • Phone calls. The phone numbers of the veterinarian and the pet owner, call details, and call audio, used to connect and record calls you start from the app.

  • Communications and billing. Support messages, feedback, the recipients and content of emails you send through the app, and subscription and payment information needed to run your plan. We do not store full payment card numbers; our payment provider handles those.

  • Technical information. Session IDs, device and browser type, error logs, usage information, and local settings and content the app needs to sign you in, work offline, and finish uploads.

  • Your processing choices. A record of whether you allowed or declined AI processing, and when.

We get this information from you, from authorized clinic staff, from your recordings and uploads, and from the providers that perform features you request. Device permissions such as microphone access are separate from your permission for AI processing.

Veterinary records can identify people through names, contact details, voices, or the context of a visit. Recordings may also capture incidental speech from people who are not part of the visit. Please submit only what is relevant to the care of the animal. Identifiable information about a person stays protected under this policy even when it appears inside an animal's record.

3. How we use information

We use information to:

  • create and manage accounts and subscriptions;

  • record and transcribe visits and calls;

  • generate the notes, summaries, and emails you ask for;

  • store your records and sync them across your devices;

  • deliver the emails and calls you choose to send or place;

  • provide support and fix problems;

  • keep the Services secure and prevent misuse;

  • perform limited service-quality checks; and

  • meet legal obligations and respond to privacy requests.

Product suggestions you volunteer may help us improve features. Any clinical or personal information attached to a suggestion stays subject to the limits in this policy and is not reused for other purposes or attributed to you publicly without your permission.

Where the law requires consent, we explain what data is involved, why, and who receives it, and we get your consent before processing. AI processing requires an affirmative choice from you, not just registration, silence, or acceptance of the Terms. Account administration, security, and legal duties may rely on other lawful grounds, but never to bypass a choice you have made.

4. AI processing and your permission

Before you use any feature that sends your content to an AI provider, the app shows an AI Processing and Data Sharing notice. It lists the data that will be sent, what it is used for, and which providers receive it. You must accept it before those features turn on.

If you decline, you can still sign in and view your existing records while your account and plan allow it, but recording and other AI features stay off. If you later try to use one of those features, the app will ask again before anything is sent.

You can review or withdraw your permission at any time in the privacy settings of your profile, on mobile or web, or by emailing help@vetsoap.ai. A choice made on one device may not carry over to every device or session; contact us if you want it applied account-wide.

Withdrawing permission stops new AI requests. It does not undo processing that already happened or delete content you already submitted. To delete content, see Section 9. Your permission covers only what is described in the notice. It does not authorize model training, advertising, or research.

5. Service providers and sharing

We send each provider only the information its feature needs. No single provider receives everything.

  • Transcription. Audio recordings and recorded calls are transcribed by Deepgram or by our own transcription software running on AWS.

  • Note generation and document summaries. Transcripts and uploaded documents are processed by Anthropic Claude models running on Amazon Bedrock (AWS). We do not send data directly to Anthropic. When that service is unavailable, transcripts may be processed by Alibaba Cloud (Qwen models) as a backup.

  • Email drafts. Note content is sent to OpenAI to draft emails you ask for.

  • Phone calls. Twilio receives the veterinarian's and pet owner's phone numbers and the call audio in order to connect and record the call. The pet owner hears a recording notice at the start of the call.

  • Storage and hosting. Your records are stored on AWS cloud services, separate from the model processing above.

  • Operations. Providers for sign-in, payments, email delivery, customer support, feature configuration, and product analytics (such as Microsoft Clarity and Google Analytics) receive the information needed for those functions. Analytics tools receive usage and device information, not your clinical content.

  • Recipients you choose. When you send an email or place a call from the app, the person you choose receives that content. Check the address and content before sending.

Providers that act on our behalf must protect your information to at least the standard in this policy and as required by law and the app store rules that apply to us, including limits on purpose, confidentiality, security, retention, and deletion. Providers may still perform security, abuse-prevention, or legally required processing under their own terms, which can include limited human review. A promise not to train on your data is not the same as a promise to keep nothing.

VetSOAP has a signed Business Associate Addendum (BAA) with AWS covering the AWS services within its scope. That agreement does not create a BAA between VetSOAP and you, and signing in does not create one.

We may also disclose information when the law requires it, to handle security incidents or legal claims, or as part of a sale or merger of the business, with appropriate safeguards and notice. None of these allow publication of your clinical content or use of it for unrelated purposes.

We do not sell personal information and we do not share it with data brokers or for advertising.

6. No model training; limited internal access

VetSOAP does not use your recordings, transcripts, notes, or other service content to train or fine-tune AI models, and does not use it for a separate research program. Generating a result with an existing model is not training. Our agreements with AI providers are for delivering the results you request, not for contributing your data to their training.

Authorized VetSOAP personnel, including administrators, developers, and contractors, may access your content, including production records, when reasonably necessary for support, troubleshooting, security, legal obligations, or limited service-quality review. Access is limited to the task, covered by confidentiality obligations, and does not extend to unrelated reuse or model training.

If we ever want to use content for training in the future, we would need a lawful basis, updated disclosures, and any required permission from you before starting. Your current permission does not cover it.

7. De-identification

We may remove or mask names and other identifiers from note content and from examples used in quality review. This does not make an original recording, document, transcript, or linked record anonymous. Any information that can still identify a person, directly or indirectly, remains personal information protected by this policy. Removing a name alone does not authorize new uses.

8. Where data is stored and processed

Service data is stored on AWS cloud services in the United States. VetSOAP and its providers may process information outside your or your clinic's country. We do not promise storage in any one country, and foreign laws and lawful government access requests may apply.

Where PIPEDA applies, we use contracts and other appropriate means to give information processed outside Canada protection comparable to what it would have in Canada. Your permission for AI processing does not waive any mandatory transfer protections. Contact help@vetsoap.ai with questions.

9. How long we keep information

Clinical records. Recordings, transcripts, and notes do not expire on a schedule. They stay in your account, including after periods of inactivity or after you cancel your plan, until you delete them in the app, ask us to delete them, or we are required to remove them. This is so your practice keeps access to its records. It is not a license for us to keep information without a valid purpose or beyond what the law allows.

Account, billing, support, and security information is kept for as long as needed to run the Services and meet legal obligations. Information no longer needed is deleted or truly anonymized.

Provider copies. Our providers may keep information for limited periods under their own service arrangements, for example short-term security retention. We do not promise that every backup or provider copy is erased immediately.

When you make a deletion request, it covers the associated information in your account and, subject to lawful exceptions and normal deletion cycles, backup and provider copies. We will tell you what, if anything, we must keep and why.

10. Privacy requests and account deletion

You can ask to access, correct, get a copy of, delete, or restrict personal information, or withdraw consent, by emailing help@vetsoap.ai or using Contact Support in the app. For account deletion, tell us which account and what associated information you mean. We may need to verify your identity or your authority to act for a clinic. Do not send passwords or unnecessary sensitive documents.

We handle requests within the time the law allows, coordinating with your clinic where needed while respecting individual rights. If we must refuse or keep something, we will explain why and tell you how to seek review or file a complaint. We will confirm when a deletion is complete.

Deleting your account, cancelling your subscription, withdrawing AI permission, and uninstalling the app are separate actions. Uninstalling or signing out does not delete your account. Follow your billing channel's steps to stop recurring charges; a deletion request does not have to wait for your subscription to end.

11. Security

We use reasonable technical and organizational safeguards appropriate to the sensitivity of the information, including access limited to the purposes in Section 6. Data is encrypted in transit and at rest in our AWS environment, including processing through Amazon Bedrock. This is not a claim of end-to-end encryption across every workflow, and no system is completely secure. We respond to security incidents and provide notice as the law requires. Report suspected security issues to help@vetsoap.ai.

12. Your rights by region

We serve users in the United States and Canada. Depending on where you are, your rights may include access, correction, deletion, portability, withdrawal of consent, restrictions on use, specific opt-outs, and the right to complain or appeal. Exercising your rights will not lead to unfair treatment, although some features cannot work without the information they need.

Where it applies, we are subject to Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and provincial privacy laws. You may complain to the Office of the Privacy Commissioner of Canada or the relevant provincial authority. US state privacy laws may add protections. The Indiana choice of law and courts in our Terms does not remove any mandatory rights you have where you live.

13. Minors

The Services are for adult veterinary professionals and authorized adult staff. Do not create an account for a child. Information about minors that appears incidentally in records remains protected. Contact us if information was submitted improperly.

14. Changes to this policy and contact

This policy takes effect when published at vetsoap.ai/privacy. We will identify the version, notify you of material changes as the law requires, and get any required permission before new uses or disclosures start. Continued use alone does not replace consent where explicit consent is required.

VetSOAP LLC · help@vetsoap.ai · Contact Support in the app