Vetsy - Privacy Policy

Effective Date: October 2025
Last Reviewed: October 2025

1. Introduction

Vetsy, part of Expand Group AI Ltd (“we”, “us”, or “our”) is committed to protecting your privacy and ensuring that your personal data is handled safely and responsibly.
This Privacy Policy explains how we collect, use, store, and protect your information when you interact with Vetsy - whether you visit our website, contact us, or use our products and services.

We comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

If you have any questions, please contact our Data Protection Officer:
info@heyvetsy.ai
Vetsy, 1-2 Melbourne Street, Southampton, SO14 5FB, United Kingdom

2. Who We Are

Vetsy provides business communication solutions through Vetsy, including VoIP systems, AI integrations, call analytics, and customer experience technology.

Company Name: Vetsy, part of Expand Group AI Ltd
Registered Address: 1-2 Melbourne Street, Southampton, SO14 5FB
Company Number: 16483025

3. What Information We Collect

We collect and process different types of personal data depending on how you interact with us:

a. Information You Provide Directly

Name, business name, and job title
Email address, phone number, and postal address
Payment and billing details
Information provided through forms, calls, or emails

b. Information Collected Automatically

IP address and browser information
Device data and cookies (see Section 9: Cookies)
Usage data when you visit our website or use our systems

c. Information from Third Parties

Data from public sources (e.g., Companies House)
Lead generation and marketing partners
Information from customer referral programs

4. How We Use Your Information

We use personal data to:

Provide and manage our products and services
Process payments and contracts
Communicate with you about your account or enquiries
Improve our systems, website, and customer experience
Send relevant marketing communications (only where consent or legitimate interest applies)
Comply with legal obligations and resolve disputes

We will never sell your personal data.

5. Legal Basis for Processing

We process your data under one or more of the following lawful bases:

Contract: to provide our services and manage customer relationships
Consent: where you have opted in to marketing or other communications
Legitimate interest: to run our business efficiently and improve our services
Legal obligation: to comply with regulations or legal requirements

6. How We Store and Protect Your Data

Your data is stored securely using modern encryption and access control measures.
We protect your personal information from loss, misuse, unauthorised access, or disclosure through:

Encrypted databases and secure servers
Access limited to authorised personnel only
Regular security monitoring and audits
Secure data backup and recovery procedures

If a data breach occurs, we will inform affected individuals and the Information Commissioner’s Office (ICO) within 72 hours, where legally required.

7. Data Retention

We only keep your personal data for as long as necessary:

Customer account data: retained for the duration of the contract plus a limited period afterward for legal or business purposes.
Marketing data: retained until you opt out or request deletion.
Call data and recordings: stored in line with contractual terms or regulatory obligations.

When data is no longer needed, it is securely deleted or anonymised.

8. Sharing Your Data

We may share your data with trusted third parties who help us deliver our services, such as:

Technology partners and telecom providers
Payment processors and finance partners
CRM, marketing, and analytics platforms
Professional advisers (legal, accounting, etc.)

All partners are bound by strict Data Processing Agreements and must comply with the UK GDPR.

We do not share your data for unrelated marketing purposes without consent.

9. Cookies and Tracking

Our website uses cookies to enhance your experience and collect usage data.
Cookies help us:

Analyse website performance and improve usability
Remember preferences and settings
Deliver relevant advertising (with consent)

You can manage or disable cookies in your browser settings. For full details, please see our Cookie Policy.

10. International Transfers

If personal data is transferred outside the UK or EEA, we ensure that appropriate safeguards are in place, such as:

Transfers to countries with an adequacy decision, or
Use of Standard Contractual Clauses (SCCs) approved by the ICO.

11. Your Rights

Under the UK GDPR, you have the right to:

Access your personal data
Correct inaccurate or incomplete data
Delete your data (“right to be forgotten”)
Restrict or object to processing
Withdraw consent at any time (for marketing or optional processing)
Request data portability

To exercise these rights, email: info@heyvetsy.ai
We will respond within one month of receiving your request.

12. Marketing Preferences

You may receive updates and offers about Vetsy products or services if you’ve opted in or we have a legitimate business interest.
You can opt out anytime by:

Clicking the unsubscribe link in any marketing email, or
Emailing info@heyvetsy.ai

13. Links to Other Websites

Our website may contain links to third-party websites.
Vetsy is not responsible for the privacy practices or content of those sites.
We encourage you to review their privacy policies before sharing personal data.

14. Changes to This Policy

We may update this Privacy Policy periodically to reflect changes in regulation or business operations.
All updates will be posted on our website with a revised “Effective Date.”

15. Contact Us

If you have any questions, concerns, or complaints about how we handle your data, please contact:

Data Protection Officer
info@heyvetsy.ai
Vetsy, 1-2 Melbourne Street, Southampton, SO14 5FB, United Kingdom

If you are not satisfied with our response, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO) at www.ico.org.uk.