App Privacy Policy
This policy covers the Paw Priority iPhone app and the client portal at pawpriority.vet/my/. It is for pet owners who are clients of Paw Priority, 8020 Melrose Ave, Los Angeles, CA 90046. For the rest of our website, see our website privacy policy.
What the app is
The app is a window into the records our clinic already keeps about you and your pets in our practice software. Signing in shows you your own information. It does not create a separate account or a separate copy of your records.
What we collect and why
- Contact details (name, email, phone, address): already on file from your visits. Used to sign you in, confirm appointments, and reach you about your pet.
- Your pets’ records (vaccines, medications, weights, lab results, visits, invoices): shown to you in the app. When the clinic posts a lab result or document to your pet’s file, you can get a notification.
- Things you send us (booking requests, refill requests, messages, chats with Rex): delivered to the clinic team so we can act on them.
- Push notification token: a code Apple gives your phone so we can send you notifications. Kept only while you are signed in on that phone.
- Days you use the app: on each day you open the app or portal, we note the date and whether it was the app or the website, linked to your client account. We use this only to see how the app is being used. No location, IP address, or device details are stored with it.
- Camera and microphone: used only during a video visit you join, so the doctor can see and hear you and your pet. Nothing is captured outside a call.
We do not collect your location, contacts, or photos, and we do not use advertising identifiers or third-party analytics. There are no ads and no third-party trackers in the app.
Video visits
Video visits run on Daily (daily.co), a video service we use for the live connection. Audio and video pass through Daily’s servers encrypted and are not recorded by us or by Daily. Each visit has its own private room that only you and the clinic can enter, and the room closes after the visit. Daily receives only what it needs to run the call (a temporary room name and a one-time access code), never your name, your pet’s records, or your contact details. Video visits are offered to clients who are in California at the time of the visit, as California law requires.
Rex, our AI assistant
Rex answers questions in the app’s chat. To give useful answers, Rex sees your first name, your pets’ names, and your upcoming appointments and reminders. Rex is powered by Anthropic’s Claude, which receives only what is needed to answer you. Chats are kept in the app for up to 90 days so the conversation makes sense when you come back, and the clinic team may read them to follow up with you.
Text messages and notifications
With your permission, the app sends push notifications about your pets, such as results being ready, appointment reminders, and replies from the clinic. You can turn these off anytime in your iPhone Settings.
We may also text you. You agree to receive texts from Paw Priority when you give us your mobile number at the clinic, in the app, on our website, or by texting us first. Messages include appointment reminders and confirmations, results and records notices, refill updates, and replies to your questions. Message frequency varies. Message and data rates may apply. Reply STOP at any time to stop, or HELP for help; you can also call (310) 776-5544. We do not share or sell your mobile number or your texting consent with third parties for their marketing.
Face ID
Face ID is handled entirely by your iPhone. The app only learns whether the unlock succeeded. We never see or store your face data.
On your phone
Your sign-in is stored in the iPhone’s Keychain, the same protected store Apple uses for passwords. The app also keeps an encrypted copy of your pets’ records on your phone so they open without a signal. Both are removed when you sign out.
Who sees your information
The clinic team at Paw Priority. We also use service providers to run the app: Shepherd Veterinary Software (our practice management system), Cloudflare (hosting), Daily (video visits), Resend (email delivery), Apple (push notifications), and Anthropic (Rex). They handle your information only to provide their service to us. We do not sell your information and we do not share it for advertising.
How long we keep it
- Your pets’ medical records: as long as California law requires veterinarians to keep them.
- Sign-in sessions: they end after 30 days without use.
- Requests you send through the app: 180 days.
- Rex chats in the app: up to 90 days.
- Notes of which days you used the app: 2 years.
- Push tokens: removed when you sign out or delete your account.
Deleting your account
In the app, go to More, then Delete my account. This closes your sign-in, removes your phone from notifications, and clears your chat history right away. Your pets’ medical records stay on file at the clinic, as the law requires. You can also ask us at (310) 776-5544 or hello@pp.vet.
Children
The app is for adult pet owners and is not directed at children under 13.
Changes and contact
If this policy changes, the date at the top changes and the new version is posted here. Questions about this policy? Email hello@pp.vet or call (310) 776-5544.