Privacy policy

How I treat your privacy

I respect your privacy and use personal data only as far as needed to run the website, respond to enquiries, arrange consultations and provide veterinary services.

This policy explains what data may be processed when you use the dr.vetstomat website, why it is needed, how it is protected and what rights you have.

What data may be processed

Depending on how you interact with the site, the following may be processed:

• name and contact details you voluntarily share when you get in touch;
• information about your pet and a description of the situation you send for a consultation;
• messages entered in the “dr.vetstomat assistant”;
• technical information needed for the site to work securely: IP address, browser type, device, pages visited and technical logs;
• session settings, such as assistant dialogue state or that an invitation was dismissed;
• information related to compliance with the Online booking rules: history of no-shows, cancellations or other material breaches, the status of an online-booking restriction, the date it was applied, and an internal note on the reasons for that decision.

An important clarification

If the site opens Telegram or a phone call, your name and phone number are not collected automatically by the website. You share them during the conversation in that service or on the call.

Name, phone number and pet details are processed only when you provide them yourself — for example in a message, at a consultation or when booking.

Appointment requests via the website

If you submit a request for an available slot through the website form, we process the data you provide to review the request, contact you, confirm or change the appointment, send appointment-related reminders, keep an internal request history, ensure compliance with the Online booking rules, prevent misuse of the system, and apply any online-booking access restrictions that have been set.

A submitted request is not a confirmed appointment until Anna explicitly confirms it.

Request data are not used for advertising or newsletters without separate explicit consent. Pet concern text is not included in general website analytics.

To receive request status updates in Telegram, you must open the status bot separately and press Start. The bot does not start a conversation on its own.

To protect the booking system from duplicates and abuse, we may process limited technical request signals: an anonymous device id in a signed HttpOnly cookie, a salted network-address hash (without long-term raw IP storage), approximate device/browser class, and region provided by the hosting platform. We do not use invasive browser fingerprinting; retention is limited.

Restriction of access to online booking

In cases of a material or repeated breach of the Online booking rules, access to creating new requests and viewing available slots may be restricted.

To check whether such a restriction exists, the system may compare the phone number given when booking with records of restrictions applied earlier.

If a restriction is already in place, the system may store a technical identifier or a restricted-access flag on the device so that online-booking features are not loaded again.

These technical measures are not used for advertising profiling, covert tracking of the user, or aggressive fingerprinting.

A restriction is applied individually in accordance with the Online booking rules and remains in force until it is lifted or reviewed.

If you believe the restriction was applied by mistake, you may contact us using the details below.

The dr.vetstomat assistant

The dr.vetstomat assistant helps you find information on the site, answers to common questions and current contact details.

Messages you enter may be processed temporarily to generate a reply. Conversation context is kept only for the current browser session and is cleared when the session ends or when you tap “Clear conversation”.

Do not enter surnames, phone numbers, addresses, documents or other data that are not needed to find information.

The assistant is informational: it does not diagnose and does not replace a veterinary consultation.

Request text is sent to the website server to prepare a reply. If optional language polishing is enabled, parts of the reply may also be processed by OpenAI. The site does not store this as a permanent medical record.

Why data are used

Data may be used to:

• answer questions and enquiries;
• arrange an in-clinic or online consultation;
• prepare for treatment and communicate about it;
• run the dr.vetstomat assistant;
• keep the site stable, secure and protected from abuse;
• ensure compliance with the Online booking rules;
• prevent repeated breaches, fictitious requests and other misuse of the system;
• apply and technically enforce restrictions on access to online booking;
• understand overall website performance without storing medical enquiry texts in analytics.

Who data may be shared with

Personal data are not sold or shared with third parties for third-party advertising.

Trusted technical services may be used to run the site, including hosting, abuse prevention, analytics and tools that help generate assistant replies. Those providers only receive what they need for that function.

If you continue to Telegram, Instagram, TikTok or other external services, further processing also follows those platforms’ policies.

Retention

Data are kept no longer than needed to respond to an enquiry, arrange a consultation, meet legal requirements and protect legitimate interests.

Data related to an online-booking access restriction are kept for as long as needed to maintain that restriction and prevent it being circumvented. Whether they still need to be kept may be reviewed from time to time.

By default, the assistant history does not create a permanent medical record and is kept only within the current session unless stated otherwise.

Technical logs may be kept for a limited time for security and error diagnosis.

Your rights

You may contact me to:

• learn what personal data about you are being processed;
• ask for correction;
• request deletion where there is no legal basis to keep the data;
• withdraw consent previously given;
• get an explanation of how the data are used;
• challenge unlawful processing.

Contact

For questions about personal data processing, message on Telegram:

• Telegram: @dr_vetstomat