Privacy Policy

Dial A Vet Pty Ltd (“Dial A Vet”, “we”, “us”) is committed to protecting your privacy. This Privacy Policy explains how we collect, use, store, and disclose personal information when you use our website, web application, and services.

This includes our website, web application, AI chat, online veterinary consultations, and related services.

We may collect the following types of personal information:

• Name, contact details (email, phone number), and address
• Account and authentication details
• Payment details (processed securely via Stripe)
• Pet information relevant to the consultation
• Information you provide in consultations or through forms
• AI chat prompts, messages, and related conversation metadata
• Consultation content (including messages, booking details, and, where used, audio/video session metadata)
• Device, log, and usage data (such as IP address, browser type, and pages viewed)
• Cookies and similar technologies as described below

We collect this information when you register or book, use AI chat, contact us, make a payment, or participate in surveys and reviews.

• Provide veterinary telehealth services
• Provide and operate AI chat and related product features
• Connect you with licensed veterinarians or veterinary nurses for consultations where available
• Communicate with you regarding your appointments or account
• Process payments securely
• Improve our services and user experience
• Detect misuse, protect security, and improve safety of the platform
• Train, evaluate, or improve our AI systems only in accordance with this Policy (including any anonymisation or de-identification steps we apply)
• Comply with legal obligations

• When you use AI chat, we process the content you submit and related metadata to generate responses and operate the feature.
• AI providers and infrastructure partners may process that information on our behalf under contract.
• Do not submit information in AI chat that you do not want processed for these purposes.
• We do not use AI chat to diagnose conditions or prescribe medications.

We only share your personal information:

• With licensed veterinarians and veterinary nurses who provide consultations
• With service providers who help us operate the platform (for example payments such as Stripe, hosting, analytics, customer support, communications, video tools, and AI model or infrastructure providers), under arrangements that limit use to providing services to us
• With insurance or commercial partners where you have consented, or where sharing is needed to deliver a linked feature you requested
• If required by law, subpoena, or regulatory obligation, or with your express consent

We are based in Australia and use service providers that may store or process personal information in Australia and other countries (including, depending on the provider, the United States and other locations). By using our services, you acknowledge that your information may be disclosed to overseas recipients. We take reasonable steps to ensure those recipients handle personal information in a way that is consistent with the Australian Privacy Principles, where those Principles apply.

We store your data securely using reputable third‑party hosting platforms. We implement appropriate technical and organisational measures to protect your personal information from misuse, interference, loss, unauthorised access, modification, or disclosure.

We may use cookies and third‑party analytics tools (e.g. Google Analytics) to monitor website traffic, improve functionality, and deliver personalised experiences. You can modify your browser settings to manage cookie preferences.

Under the Australian Privacy Principles, you may request access to the personal information we hold about you, and request corrections if it is inaccurate, out of date, incomplete, irrelevant, or misleading. Contact us at support@dialavet.com.au. We may need to verify your identity before responding.

We retain personal information as long as necessary for the purposes outlined in this policy or as required by law. Data may be anonymised and retained for analytical purposes.

Our website may contain links to third‑party websites. We are not responsible for the privacy practices of these external sites.

Our services are not intended for individuals under 18 years of age. We do not knowingly collect personal data from children.

If you have a privacy complaint, contact us first at support@dialavet.com.au so we can try to resolve it. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

We may update this Privacy Policy from time to time. Changes will be posted on our website and effective upon publication.