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Data Privacy

Updated:

Data Ownership & Privacy

Last updated: 2 October 2026

smoll is built around a simple principle: the Clinic owns its data, and pet owners should have meaningful access to information about themselves and their pets.

This page explains how data is stored, processed, accessed and transferred when using smoll.

1. Clinic Data Ownership

The Clinic retains ownership of the data it creates, uploads or otherwise provides to smoll through the Services.

This may include:

  • client information;

  • pet information;

  • veterinary records;

  • appointment information;

  • case information;

  • invoices;

  • payment-related information;

  • communications;

  • documents;

  • images;

  • Clinic content;

  • products;

  • services;

  • pricing;

  • staff information; and

  • other information entered into the platform.

smoll does not claim ownership of Clinic Data merely because the data is hosted or processed through the Services.

2. Pet Owner Data

Where the Services contain information relating to a pet owner or other individual, that individual may have rights to access, correct, export or otherwise control their personal information under applicable law.

smoll’s platform is designed to support a connected pet-owner profile that can contain information relating to the individual and their pets.

Where applicable, a pet owner may request a copy of information relating to them or their pets.

The Clinic remains responsible for determining what information it is legally permitted or required to provide.

3. Clinic Record and Pet Owner Copy

smoll may maintain information in different contexts within the platform.

For example, information generated or maintained by a Clinic as part of a veterinary case may remain part of the Clinic’s operational record, while a corresponding copy or representation of relevant information may be made available to the pet owner.

Where a pet owner requests access to their information, smoll may provide the information directly or facilitate the request through the relevant Clinic, depending on applicable law and the nature of the information.

A pet owner’s ability to edit their personal profile does not mean that they can alter the Clinic’s original clinical records.

Clinical records maintained by a Clinic remain under the Clinic’s control and may be subject to professional, regulatory and legal record-keeping requirements.

4. Data Hosting

smoll operates its infrastructure across multiple geographic regions.

Where technically and commercially practical, smoll aims to host Clinic Data in a geographic region reasonably close to the Clinic’s primary location.

The actual location of data may vary based on:

  • Clinic geography;

  • infrastructure availability;

  • service configuration;

  • redundancy requirements;

  • security;

  • performance;

  • disaster recovery;

  • third-party infrastructure;

  • legal requirements; and

  • operational considerations.

smoll does not guarantee that all data will remain exclusively within the Clinic’s country.

5. International Processing

Because smoll operates across multiple jurisdictions, information may be transferred to and processed in countries other than the country where the Clinic or pet owner is located.

Where required by applicable law, smoll will use appropriate safeguards for international transfers.

6. Data Security

smoll uses reasonable technical and organisational measures designed to protect data against:

  • unauthorised access;

  • accidental loss;

  • destruction;

  • alteration;

  • misuse; and

  • unauthorised disclosure.

Security measures may include encryption, authentication controls, access controls, monitoring, backups and other appropriate technical safeguards.

No technology platform can guarantee absolute security.

7. Access Controls

smoll uses role-based and other access controls designed to ensure that users only have access to information appropriate to their role.

The Clinic is responsible for:

  • assigning appropriate permissions;

  • removing former employees or contractors;

  • maintaining secure credentials; and

  • ensuring that authorised users use the platform appropriately.

8. Data Processing

smoll processes data as necessary to:

  • provide the Services;

  • host and secure information;

  • operate Clinic workflows;

  • facilitate communications;

  • process payments;

  • provide AI-assisted functionality;

  • provide customer support;

  • maintain and improve the platform;

  • detect fraud and security threats; and

  • comply with legal obligations.

smoll may use carefully selected third-party infrastructure and technology providers to perform these functions.

9. AI Processing

Certain smoll features may use AI to process information supplied to the Services.

This can include generating:

  • clinical or appointment summaries;

  • structured notes;

  • extracted information;

  • workflow suggestions;

  • task recommendations;

  • communications;

  • classifications; and

  • other operational outputs.

AI features are intended to assist Clinic teams and do not replace veterinary professional judgement.

Clinics should review AI-generated information before relying on it for clinical or operational decisions where appropriate.

10. Third-Party Infrastructure

smoll may use third-party infrastructure providers for hosting, storage, security, communications, AI, payments and other Services.

These providers may process data only as necessary to provide their contracted services and subject to applicable contractual and legal requirements.

Payment information may be processed directly by Stripe, Inc. or another payment processor.

11. Data Portability

smoll supports data portability.

Subject to applicable law and technical limitations, Clinics may request an export or copy of their data.

Where a Clinic terminates its account, it may request an applicable data export within the period specified by smoll.

Certain information may be retained where required for:

  • legal compliance;

  • accounting;

  • fraud prevention;

  • security;

  • dispute resolution;

  • regulatory obligations; or

  • legitimate business purposes.

12. Data Deletion

Where a Clinic requests deletion of its account or data, smoll will process the request in accordance with applicable law and its retention requirements.

Deletion may not be immediate where information must be retained by law or for legitimate security, accounting or dispute-resolution purposes.

Backups may also retain information for a limited period before being securely overwritten.

13. Data Requests from Pet Owners

A pet owner may request access to information concerning themselves or their pets.

Depending on the nature of the information, the request may need to be handled by the Clinic that created or controls the relevant record.

smoll may assist the Clinic in responding to legally valid requests.

Where smoll independently controls certain personal information, requests may be made directly to smoll.

14. Data Accuracy

The Clinic is responsible for the accuracy of information it enters into the Services.

Pet owners may be able to update certain personal or profile information associated with their account.

Changes to Clinic-controlled veterinary records remain subject to the Clinic’s record-keeping policies and applicable law.

15. Data Breaches

If smoll becomes aware of a security incident involving personal information, smoll will investigate and take appropriate measures in accordance with applicable law.

Where legally required, smoll will notify affected customers, individuals or regulatory authorities within the applicable timeframe.

16. Contact

Questions regarding data ownership, privacy, data access or data protection can be sent to:

smoll Inc.
privacy@smoll.ai