Privacy Policy

This Privacy Policy explains how Petwell Inc. ("Petwell", "we", "us") handles personal information and pet health data that you share with us when you use Petwell. We have written it to be readable, not just legally complete.

Petwell is a consumer pet health product, not a veterinary practice and not a covered entity under HIPAA. The data you log is yours, and we treat it with care. We do not sell it. We do not use it to profile you for advertising. We hold it only to provide and improve the service.

We collect only what we need to make Petwell useful to you:

• Account information: your name, email address, and a secure hash of your password.
• Pet profiles: pet name, species, breed, age, weight, and any notes you add.
• Symptom descriptions: the words you type when describing a symptom or concern.
• Photos: images you upload as part of a symptom check.
• Health records: weight logs, medications, and vaccination records you track over time.
• Usage data: basic, aggregated information about how you use the app to help us improve it. This is not linked to your pet health data.
• Communications: messages you send us through support forms or email.

We do not collect or store your payment card details. Card information is handled directly by Stripe, our payment processor.

We use the information you provide to:

• Operate your account and keep it secure.
• Generate plain-language guidance, urgency reads, and vet-visit prep based on what you describe.
• Read photos you upload alongside your description to produce guidance.
• Track your pet's weight, medications, and vaccinations and surface that history when it is useful.
• Send you notifications and reminders you have chosen to enable.
• Respond to support requests and questions.
• Improve Petwell's reliability using aggregate and anonymized patterns, not your identifiable pet health data.

We do not use your pet health data to train AI models. When Petwell uses an AI model to generate guidance, your data is sent to the provider under a data processing agreement that prohibits use for model training.

When you add a photo to a symptom check, Petwell sends it to a vision-capable AI model alongside your description. The model reads the photo to help produce guidance on what the symptom could relate to, how urgent it looks, and what to watch for.

Photos submitted as part of a symptom check are processed to generate that guidance and are not retained in our systems after the check is complete. We do not store or index your pet photos beyond the time needed to produce the output you requested.

All photo processing happens under an agreement with our AI model provider that prohibits use of your content to train any public model.

Petwell is model-agnostic. We route symptom descriptions and photos through the best available AI models via a thin abstraction layer. The model provider that processes your data may change as models improve, without any action needed on your part.

Each model provider we use processes your data under a data processing agreement that:

• Prohibits use of your data to train or improve any public AI model.
• Requires confidentiality and security protections equivalent to our own.
• Limits use strictly to fulfilling your specific request.

We apply a minimum-necessary principle: we send only the context needed for the specific task, not your full pet history.

We share information only in limited circumstances:

• Service providers: companies that help us run Petwell, such as our hosting provider, database provider, AI model providers, and payment processor. Each operates under a written agreement with confidentiality and security obligations.
• Your vet or household: if you choose to share a vet-visit prep summary or grant a family member or sitter access, we send only what you explicitly choose to share, to the recipient you specify.
• Legal requirements: if required by law, court order, or to protect the safety of users or the public. We will tell you unless the law forbids it.

We do not sell your personal information or pet health data to any third party, including data brokers, advertisers, or research organizations, under any circumstances.

You have the following rights regarding your personal and pet health information:

• Access: you can download a complete copy of your data at any time from Settings.
• Correction: you can update your account information and any pet record directly in the app.
• Deletion: you can permanently delete your account and all associated data from Settings. We remove your data from our systems within 30 days.
• Objection: you can contact us to object to any processing described in this policy.

To exercise any right, visit https://petwellget.com/your-data or write to us at privacy@petwellget.com.

We protect your data with encryption in transit (TLS) and at rest, strict access controls, and isolated data storage per account. No system is perfectly secure, but security is a first-class part of how we build Petwell.

For a full description of our security practices, visit https://petwellget.com/security. To report a security concern, write to security@petwellget.com.

Petwell is not intended for use by anyone under the age of 13. We do not knowingly collect personal information from children under 13. If you believe a child has provided us with personal information, please contact us and we will delete it promptly.

Petwell is operated from the United States. If you use Petwell from outside the US, your information will be transferred to and processed in the US. We rely on standard contractual clauses and other appropriate safeguards for international transfers of personal data.

We will update this policy when our practices change in a meaningful way. We will notify you by email and by posting the updated policy with a new effective date. Continued use of Petwell after the update means you accept the revised policy.

For questions about privacy, write to privacy@petwellget.com. For security matters, write to security@petwellget.com. For anything else, write to hello@petwellget.com.

Petwell Inc., 1100 Congress Avenue, Suite 720, Austin, TX 78701.