Privacy Policy
This policy explains how Paw Priority, LLC (“Paw Priority”, “we”, “us”) collects, uses, and protects information when you visit pawpriority.vet, call or text us, chat with us, fill out a form, or come in for a visit. Our iPhone app and client portal have their own App Privacy Policy, which works alongside this one.
Information we collect
What you give us.
- Your name, email, phone number, and mailing address
- Your pet’s name, species, breed, age, and medical history
- Messages, forms, booking requests, and anything you tell us by phone, email, text, or chat
- Payment information, which is processed by our payment processor
What we collect automatically. When you visit our website, cookies and similar tools record things like the pages you view, the type of device and browser you use, and whether you arrived from one of our ads. See “Cookies, ads, and analytics” below.
Phone calls and chat
- Calls. When our front desk is busy or we are closed, calls to our main line are answered by Lyla, our AI phone assistant. Calls with Lyla are recorded and transcribed, and she tells you so at the start of the call. Our team uses the recordings and transcripts to follow up with you and to improve the service.
- Chat. Rex, the chat assistant on our website, is also an AI. Rex conversations are saved, and our team may read them to follow up with you and improve Rex’s answers. Please don’t share payment card numbers or other sensitive details in chat.
- Lyla and Rex can share general information, take messages, and point you to openings. They do not diagnose or give medical advice.
How we use information
- To care for your pet, keep medical records, and schedule and confirm appointments
- To send reminders, results, and messages about your pet’s care by email, text, or phone
- To process payments and answer questions
- To measure our advertising and improve our website and services
- To meet our legal obligations
Your pet’s medical records
We keep your pet’s records confidential. California law limits what a veterinarian may share about clients and their animals, and we follow it. We share records only with your permission (for example, with a specialist you are referred to) or when the law requires or allows it (for example, rabies vaccination reporting to public health authorities, or a court order).
Who we share information with
We do not sell your personal information. We share it only with:
- Service providers who help us run the clinic, each only for the job they do for us: our practice management software (Shepherd), diagnostic laboratories, our payment processor, website hosting and security (Cloudflare), email delivery (Resend), our phone system (Mango Voice), our AI assistants’ providers (Retell AI for Lyla and Anthropic for Rex), video visits (Daily), and Google for advertising and analytics
- Our online pharmacy partner, when you order from pawpriorityrx.vet
- Specialists or emergency hospitals, when you are referred and it helps your pet’s care
- Authorities, when the law requires it
Cookies, ads, and analytics
Our website uses cookies for basic functions and these Google tools:
- Google Analytics shows us how people use the site, such as which pages are visited most.
- Google Ads tells us which ads lead to visits, calls, and bookings. Google may also use this information to show our ads to people who have visited our site.
- Google call tracking. If you reach our site from a Google ad, the phone number you see may be a Google forwarding number that connects to our main line. This lets us tell which ads lead to calls. Google logs basic call details such as the time, length, and caller’s area code, not the conversation.
When you first visit, a small notice lets you choose “OK” or “Essential only.” Choosing “Essential only” turns off Google Analytics and Google Ads cookies for your browser; the site works the same either way. You can change your choice anytime with the “Cookie choices” link in the footer. You can also block or delete cookies in your browser settings, manage ad personalization at myadcenter.google.com, and opt out of Google Analytics with Google’s opt-out browser add-on. Our website does not currently respond differently to browser “Do Not Track” signals.
Emails and texts
We send appointment reminders and messages about your pet’s care by email and text. If you sign up for our newsletter, you can unsubscribe anytime with the link in any email.
Text messages. You agree to receive texts from Paw Priority when you give us your mobile number at the clinic, on our website or app, 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 sell or share your SMS opt-in data or personal information with third parties for marketing purposes. Text messages come from Paw Priority.
How long we keep information
We keep your pet’s medical records at least as long as California law requires veterinarians to keep them. Other information, such as call recordings, chat conversations, and messages, is kept only as long as we need it to follow up with you and run the clinic, and then deleted.
How we protect it
We use reasonable safeguards, such as encrypted connections and limited staff access, to protect your information. No system is perfectly secure, so please contact us right away if you think your information has been misused.
Your choices
You can ask for a copy of your pet’s records, ask us to correct information, or ask us to delete information we are not required by law to keep. Email hello@pp.vet or call (310) 776-5544. We will confirm who you are before sharing or changing anything, and we usually respond within 30 days.
Children
Our website and services are for adults and are not directed to children under 13. We do not knowingly collect information from children.
Changes to this policy
If we change this policy, we will update the date at the top and post the new version here.
Contact us
Paw Priority, LLC, 8020 Melrose Ave, Los Angeles, CA 90046. Questions about this policy? Email hello@pp.vet or call (310) 776-5544.