Privacy Policy

# Privacy Policy for Royal Vet Center

**Last Updated: January 2025**

## Introduction

Welcome to Royal Vet Center ("we," "our," or "us"). We are committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our mobile application (the "App").

By using the Royal Vet Center App, you agree to the collection and use of information in accordance with this policy. If you do not agree with our policies and practices, please do not use our App.

## 1. Information We Collect

### 1.1 Personal Information You Provide

When you register and use our App, we collect the following personal information:

- **Account Information**: Phone number (used for authentication and account verification)
- **Profile Information**: Name, which you provide during account setup
- **Address Information**: Delivery addresses including zone number, street number, building number, unit number, compound name (if applicable), and address labels (e.g., "Home", "Work")
- **Booking Information**: Details about your veterinary service bookings, including pet types, services selected, appointment dates and times, and special instructions
- **Location Data**: When you explicitly tap "Get Location," we access your device's location to help you pin your address for clinic visits (only while using the app)

### 1.2 Information Collected Automatically

- **Device Information**: Device type, operating system, unique device identifiers
- **Usage Data**: App features used, time spent on the app, interaction patterns
- **Log Data**: Error logs, crash reports, and performance metrics to improve app stability

### 1.3 Information We Do NOT Collect

- We do NOT collect your location in the background
- We do NOT track your location when the app is closed
- We do NOT collect biometric data (Face ID/Touch ID is handled locally by your device and never sent to our servers)
- We do NOT collect payment card information directly (all payments are processed through secure third-party payment processors)

## 2. How We Use Your Information

We use the collected information for the following purposes:

### 2.1 Service Delivery
- Create and manage your account
- Process and fulfill your veterinary service bookings
- Send appointment confirmations and reminders
- Coordinate clinic visits to your specified address
- Communicate with you about your bookings and services

### 2.2 App Functionality
- Authenticate your identity using phone number verification (OTP)
- Display your booking history and upcoming appointments
- Suggest nearby addresses based on your saved locations
- Provide location-based services when you request them

### 2.3 Service Improvement
- Analyze app usage to improve user experience
- Fix technical issues and bugs
- Develop new features based on user needs
- Enhance app performance and reliability

### 2.4 Communication
- Send service-related notifications (booking confirmations, appointment reminders)
- Respond to your inquiries and support requests
- Provide customer service assistance

### 2.5 Legal Compliance
- Comply with applicable laws and regulations
- Protect against fraud and unauthorized access
- Enforce our Terms of Service

## 3. How We Share Your Information

We do not sell your personal information to third parties. We may share your information only in the following circumstances:

### 3.1 Service Providers
We share necessary information with trusted third-party service providers who assist us in:
- SMS delivery for OTP verification
- Cloud hosting and data storage (Supabase)
- Map services (Mapbox) for location functionality
- Analytics and app performance monitoring

These providers are contractually obligated to protect your data and use it only for the purposes we specify.

### 3.2 Veterinary Staff
Your booking information, pet details, and address are shared with our veterinary team to provide the requested services.

### 3.3 Legal Requirements
We may disclose your information if required by law, court order, or governmental regulation, or if we believe disclosure is necessary to:
- Comply with legal obligations
- Protect our rights, property, or safety
- Prevent fraud or illegal activities
- Protect the rights and safety of our users

### 3.4 Business Transfers
In the event of a merger, acquisition, or sale of assets, your information may be transferred to the acquiring entity, subject to the same privacy protections.

## 4. Data Security

We implement industry-standard security measures to protect your personal information:

### 4.1 Technical Measures
- **Encryption**: All data transmitted between your device and our servers is encrypted using HTTPS/TLS
- **Secure Storage**: Sensitive data (authentication tokens) is stored securely on your device using encrypted storage (Keychain on iOS, EncryptedSharedPreferences on Android)
- **Access Controls**: Strict access controls limit who can view your personal information
- **Regular Security Audits**: We regularly review and update our security practices

### 4.2 Authentication Security
- Phone numbers are verified using one-time passwords (OTP)
- Session tokens automatically expire for your protection
- You are automatically logged out after extended periods of inactivity

### 4.3 Data Breach Protocol
In the unlikely event of a data breach, we will:
- Notify affected users within 72 hours
- Take immediate steps to contain the breach
- Cooperate with relevant authorities
- Provide guidance on protective measures

## 5. Your Privacy Rights

Depending on your location, you may have the following rights:

### 5.1 Access and Portability
- Request a copy of your personal data we hold
- Receive your data in a portable format

### 5.2 Correction
- Update or correct inaccurate personal information
- Edit your profile, address, and booking information directly in the app

### 5.3 Deletion
- Request deletion of your account and associated data
- Note: Some information may be retained for legal compliance (e.g., booking records for tax purposes)

### 5.4 Withdraw Consent
- Revoke location permissions at any time through your device settings
- Opt out of non-essential communications

### 5.5 Data Retention
- Active account data is retained as long as your account exists
- Deleted account data is permanently removed within 30 days, except where retention is required by law
- Booking records may be retained for up to 7 years for legal and accounting purposes

To exercise any of these rights, please contact us at privacy@royalvetcenter.com.

## 6. Location Services

### 6.1 When We Access Your Location
We access your location ONLY when you:
- Explicitly tap the "Get Location" button to pin your current address
- Open the map picker to select a location for your booking

### 6.2 Location Permissions
- **iOS**: We request "When In Use" location permission only
- **Android**: We request foreground location permission only
- We do NOT request or use background location tracking

### 6.3 How We Use Location Data
- To display your current position on the map
- To help you quickly save your current address
- Location coordinates are stored only if you confirm and save an address

### 6.4 Revoking Location Access
You can disable location access at any time through your device settings:
- **iOS**: Settings > Privacy & Security > Location Services > Royal Vet Center > Never
- **Android**: Settings > Apps > Royal Vet Center > Permissions > Location > Don't allow

## 7. Children's Privacy

Our App is not intended for users under 18 years of age. We do not knowingly collect personal information from children. If you are a parent or guardian and believe your child has provided us with personal information, please contact us immediately, and we will delete such information.

## 8. International Data Transfers

Our servers are located in [specify region, e.g., "the European Union" or "United States"]. If you access our App from outside this region, your information may be transferred to, stored, and processed in our server location. By using the App, you consent to such transfers. We ensure appropriate safeguards are in place to protect your data in accordance with this Privacy Policy.

## 9. Third-Party Services

Our App integrates with the following third-party services:

### 9.1 Supabase (Database & Authentication)
- **Purpose**: User authentication, data storage
- **Privacy Policy**: https://supabase.com/privacy
- **Data Shared**: Phone number (hashed), user profile, bookings, addresses

### 9.2 Mapbox (Maps & Location)
- **Purpose**: Map display, location selection
- **Privacy Policy**: https://www.mapbox.com/legal/privacy
- **Data Shared**: Location coordinates (only when you tap "Get Location")

### 9.3 Expo (App Framework)
- **Purpose**: App infrastructure, updates, notifications
- **Privacy Policy**: https://expo.dev/privacy
- **Data Shared**: Device information, crash logs, usage analytics

We are not responsible for the privacy practices of these third-party services. We encourage you to review their privacy policies.

## 10. Analytics and Performance Monitoring

We use analytics to understand how users interact with our App and to improve performance:

- **Crash Reporting**: Automatic crash reports help us fix bugs (no personally identifiable information is included)
- **Usage Analytics**: Aggregated, anonymized data about feature usage
- **Performance Metrics**: App load times, response times, and error rates

You can opt out of analytics through your device settings or by contacting us.

## 11. Cookies and Similar Technologies

Our App does not use traditional browser cookies. However, we use:

- **Local Storage**: To store your preferences and session data locally on your device
- **Session Tokens**: To keep you logged in securely
- **Analytics Identifiers**: Anonymous device identifiers for analytics purposes

## 12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. We will notify you of any material changes by:

- Posting the updated policy in the App
- Updating the "Last Updated" date at the top of this policy
- Sending you a notification through the App or via SMS (for significant changes)

Your continued use of the App after changes are posted constitutes your acceptance of the updated Privacy Policy.

## 13. Your Consent

By using the Royal Vet Center App, you consent to:
- The collection and use of information as described in this Privacy Policy
- The processing of your personal data for the purposes outlined above
- The sharing of information with third-party service providers as described
- The storage of your data in accordance with our data retention policies

## 14. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us:

**Royal Vet Center**

- **Email**: privacy@royalvetcenter.com
- **Support Email**: support@royalvetcenter.com
- **Phone**: [Your support phone number]
- **Address**: [Your business address]
- **Website**: https://royalvetcenter.com

**Data Protection Officer**: [If applicable, provide DPO contact information]

We aim to respond to all privacy-related inquiries within 30 days.

## 15. Jurisdiction-Specific Rights

### 15.1 For Users in the European Union (GDPR)
If you are located in the EU, you have additional rights under the General Data Protection Regulation (GDPR):
- Right to be informed about data processing
- Right to access your personal data
- Right to rectification of inaccurate data
- Right to erasure ("right to be forgotten")
- Right to restrict processing
- Right to data portability
- Right to object to processing
- Rights related to automated decision-making and profiling

**Legal Basis for Processing**: We process your data based on:
- Contractual necessity (to provide our services)
- Legitimate interests (to improve our services)
- Your explicit consent (for location services)

To exercise these rights, contact our Data Protection Officer at dpo@royalvetcenter.com.

### 15.2 For Users in California (CCPA)
If you are a California resident, you have rights under the California Consumer Privacy Act (CCPA):
- Right to know what personal information is collected
- Right to know if personal information is sold or disclosed
- Right to opt-out of the sale of personal information (we do NOT sell personal information)
- Right to request deletion of personal information
- Right to non-discrimination for exercising your CCPA rights

To exercise these rights, contact us at privacy@royalvetcenter.com or call [toll-free number].

### 15.3 For Users in Other Jurisdictions
We comply with applicable data protection laws in your jurisdiction. Contact us for information about your specific rights.

## 16. Data Minimization

We practice data minimization by:
- Collecting only the information necessary to provide our services
- Not requesting background location access
- Not collecting sensitive personal data beyond what's necessary
- Automatically deleting temporary data (like OTP codes) after use
- Limiting employee access to personal information

## 17. Automated Decision-Making

We do not use automated decision-making or profiling that significantly affects you without human oversight.

## 18. Dispute Resolution

If you have a complaint about our privacy practices:

1. **Contact Us First**: Reach out to privacy@royalvetcenter.com
2. **Escalation**: If unsatisfied, you may escalate to our Data Protection Officer
3. **Regulatory Authority**: You have the right to lodge a complaint with your local data protection authority
4. **Arbitration**: [If applicable, include arbitration clause from Terms of Service]

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## Summary of Key Points

✅ **What we collect**: Phone number, name, address, booking details, location (only when you tap "Get Location")

✅ **Why we collect it**: To provide veterinary services, manage bookings, and improve the app

✅ **How we protect it**: Encryption, secure storage, access controls, regular security audits

✅ **Who we share with**: Only trusted service providers and our veterinary team (never sold to third parties)

✅ **Your rights**: Access, correct, delete your data; revoke permissions; opt out of communications

✅ **Location tracking**: ONLY when you explicitly request it (no background tracking)

✅ **Contact**: privacy@royalvetcenter.com for any questions or concerns

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**This Privacy Policy is effective as of January 2025 and applies to all users of the Royal Vet Center mobile application.**

**By using our App, you acknowledge that you have read, understood, and agree to be bound by this Privacy Policy.**