VETRALINK PRIVACY POLICY

Version: 1.0

Version: 1.0

Effective Date: 03/08/2026

Effective Date: 03/08/2026

Company: Vetra Electronic Platforms Egypt LLC

Company: Vetra Electronic Platforms Egypt LLC

1. Introduction

Vetra Electronic Platforms Egypt LLC ("VetraLink", "Company", "we", "our", or "us") respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains how VetraLink collects, uses, stores, shares, and protects personal information when you access or use the VetraLink website, mobile applications, and related services (collectively, the "Platform").

By using the Platform, you acknowledge that you have read and understood this Privacy Policy.

2. Scope

This Privacy Policy applies to:

  • Pet Owners

  • Partner Veterinarians

  • Website Visitors

  • Mobile Application Users

  • Customer Support Communications

  • Video Consultation Users

  • Home Visit Bookings

  • Future Marketplace Services

3. Information We Collect

Depending upon your use of the Platform, VetraLink may collect the following information.

Personal Information

  • Full name

  • Date of birth (where required)

  • Mobile number

  • Email address

  • Residential address

  • National identification details where required

  • Profile photograph (optional)

Pet Information

  • Pet name

  • Species

  • Breed

  • Sex

  • Date of birth or approximate age

  • Weight

  • Colour

  • Vaccination history

  • Medical history

  • Allergies

  • Behavioural information

  • Previous treatments

Booking Information

  • Appointment dates

  • Appointment times

  • Consultation type

  • Veterinarian assigned

  • Service location

  • Booking history

  • Cancellation history

Payment Information

Where payments are processed online, VetraLink may receive limited payment-related information necessary to complete transactions.

Payment card information is processed by approved third-party payment providers, including Paymob, and is not stored by VetraLink except where required by applicable law.

Device Information

We may automatically collect:

  • IP address

  • Browser type

  • Device model

  • Operating system

  • Mobile device identifiers

  • Language settings

  • Time zone

  • Application version

  • Crash reports

Usage Information

We may collect information regarding:

  • pages visited;

  • searches performed;

  • bookings created;

  • features used;

  • referral sources;

  • session duration;

  • interactions with the Platform.

4. How We Collect Information

Information may be collected:

  • directly from you;

  • through your bookings;

  • from Partner Veterinarians;

  • through customer support interactions;

  • through cookies and similar technologies;

  • through analytics tools;

  • through payment providers;

  • through identity verification services where applicable.

5. How We Use Information

Your information may be used to:

  • create user accounts;

  • verify identity;

  • verify veterinarians;

  • arrange appointments;

  • process payments;

  • provide customer support;

  • communicate appointment updates;

  • improve the Platform;

  • detect fraud;

  • investigate complaints;

  • comply with legal obligations;

  • enforce our Terms & Conditions;

  • develop future products and services.

6. Artificial Intelligence

VetraLink may use artificial intelligence technologies to assist with administrative functions including:

  • appointment scheduling;

  • customer support;

  • translations;

  • automated summaries;

  • customer service improvements.

Artificial intelligence does not replace professional veterinary advice or clinical judgment.

7. Sharing Information

We may share personal information where necessary with:

  • Partner Veterinarians;

  • Paymob and other approved payment providers;

  • cloud hosting providers;

  • customer communication providers;

  • SMS providers;

  • email service providers;

  • identity verification providers;

  • legal advisers;

  • regulators or government authorities where required by law.

We do not sell your personal information.

8. International Data Transfers

Your information may be processed or stored on servers located inside or outside Egypt where appropriate safeguards are in place and where permitted by applicable law.

9. Medical Information

Medical information entered into the Platform is handled with heightened confidentiality.

VetraLink facilitates the secure transmission and storage of information required for appointment management and Platform operations.

Clinical records remain the responsibility of the treating Partner Veterinarian unless otherwise expressly stated.

10. Security

VetraLink maintains reasonable administrative, organisational, and technical safeguards designed to protect personal information from unauthorised access, disclosure, alteration, misuse, or destruction.

Despite these safeguards, no internet transmission or electronic storage system can be guaranteed to be completely secure.

11. Retention

Personal information is retained only for as long as reasonably necessary to:

  • provide services;

  • comply with legal obligations;

  • resolve disputes;

  • enforce agreements;

  • maintain business records.

Retention periods may vary depending upon the nature of the information and applicable legal requirements.

12. Your Rights

Subject to applicable law, you may have the right to:

  • access your personal information;

  • request correction of inaccurate information;

  • request deletion where legally permitted;

  • object to certain processing activities;

  • withdraw consent where processing relies on consent;

  • request a copy of your information in an appropriate format.

Certain legal obligations may prevent immediate deletion of some information.

13. Marketing Communications

With your consent where required, VetraLink may send:

  • promotional offers;

  • newsletters;

  • service announcements;

  • product updates;

  • educational materials.

You may unsubscribe from marketing communications at any time.

Essential service communications relating to bookings, payments, security, or legal obligations cannot be opted out of while your account remains active.

14. Children's Privacy

The Platform is intended for adults.

Users must be at least eighteen (18) years of age or otherwise have legal capacity under applicable law to create an account.

15. Cookies

VetraLink uses cookies and similar technologies to:

  • remember preferences;

  • maintain secure sessions;

  • improve performance;

  • analyse website usage;

  • personalise the user experience.

Further information is available in the separate Cookie Policy.

16. Third-Party Websites

The Platform may contain links to third-party websites or services.

VetraLink is not responsible for the privacy practices or content of third-party websites.

17. Changes to this Privacy Policy

VetraLink may amend this Privacy Policy from time to time.

The most current version will always be published on the Platform.

Material changes may also be communicated by email, mobile notification, or through the Platform where appropriate.

18. Contact

Questions regarding this Privacy Policy may be directed to:

Vetra Electronic Platforms Egypt LLC

Email: privacy@vetralink.com

Website: www.vetralink.com

19. Governing Law

This Privacy Policy shall be governed by the laws of the Arab Republic of Egypt.

Nothing in this Policy limits any rights or obligations arising under applicable data protection legislation.