Privacy Policy

Last updated 25 July 2026

This policy explains what information Pawline collects, how we use and protect it, and the rights you have over it. It covers your account details, your pet's information, and the health records you add to Pawline. We keep it in plain English on purpose.

Who we are

Pawline is a longitudinal pet-health record service operated by ConciergeVet Ltd, Bretton, Wycombe Road, Studley Green, Buckinghamshire, HP14 3XA. In this policy, "Pawline", "we", "us" and "our" refer to that operator, who is the data controller for the information described below. For UK data-protection purposes you can raise privacy questions with us at privacy@pawline.vet.

The information we collect

We collect only what we need to provide the service:

Account information: your name and email address, provided when you sign up (by email, magic link, or "Continue with Google"). Sign-in itself is handled by Google Firebase Authentication; we receive a stable account identifier and your email, not your Google password.
Pet information: the details you enter about your pet, such as name, species, breed, date of birth, sex and weight.
Health records you provide: bloodwork and other lab results, consultation notes, referral and discharge documents, vaccination records, test-kit results, and observations you record (for example weight, body-condition, the cognitive screens, the dental check, and sleep/activity readings). Some of this is uploaded as PDFs, which we parse to extract the values.
Assessments and derived data: the body-systems view, the Healthspan Score, biological-age estimate and related analysis that Pawline computes from the above.
Payment information: if you subscribe, your card is entered directly with our payment processor, Stripe. We do not see or store your full card number; we store only your subscription status and the identifiers Stripe returns.
Technical and usage data: a session cookie to keep you signed in, plus standard server logs and error reports used to keep the service secure and working.

How we use your information, and our legal basis

Under UK GDPR we rely on the following legal bases:

To provide the service you have asked for: creating your account, storing and reading your pet's records together over time, generating assessments, and producing the vet-ready blood order and reports (basis: performance of our contract with you).
To have a veterinary surgeon review and sign an assessment, on the plans that include one (basis: performance of our contract).
To take payment and manage your subscription through Stripe (basis: performance of our contract).
To send you service emails, such as "your assessment is ready" and retest reminders (basis: performance of our contract; you can opt out of non-essential reminders).
To keep the service secure, prevent abuse, monitor for errors, and improve reliability (basis: our legitimate interests in running a safe, working service).
To share your pet's identity with a linked PetsLikeMine account, only where you have turned that on (basis: your consent).

How Pawline uses AI

Pawline drafts the narrative part of an assessment with an AI model provided by Anthropic, using the records on your pet's file. That draft is not shown to you automatically: a veterinary surgeon reviews, corrects and signs it first. The deterministic parts of the analysis (the Healthspan Score, per-marker signals, biological age) are computed in our own code, not by the AI. Your records are sent to Anthropic only to produce your assessment and are not used to train Anthropic's models. Pawline is informed by published veterinary literature; it is not an externally validated diagnostic instrument.

Who we share it with

We do not sell your information or your pet's records, and we do not use them for advertising. We share data only with the service providers ("processors") that make Pawline work, each under a contract that limits them to processing it on our instructions:

Google Firebase, for account authentication.
Stripe, for subscription payments.
Anthropic, the AI model that drafts assessment narratives (see above).
Resend, for delivery of transactional email.
Sentry, for error monitoring, so we can find and fix faults.
Our hosting provider (Hetzner, in Germany), which runs the servers behind Pawline and the database.

Veterinary surgeons working with Pawline access your pet's records to review and sign assessments. If you link your account to PetsLikeMine, only basic identity fields (such as your pet's name, species and breed) sync across, and only with your consent. Your clinical records, lab results and assessments never cross to PetsLikeMine. We may also disclose information if the law requires it, or to protect the rights and safety of people or animals.

International transfers

Some of our processors are based outside the UK, including in the United States. Where information is transferred outside the UK, we rely on an adequacy decision or on Standard Contractual Clauses (and the UK Addendum) so that it stays protected to UK standards.

How long we keep it

We keep your account and your pet's records for as long as your account is active, because the value of Pawline is reading a pet's history over time. If you delete your account or ask us to erase your data, we remove it from our live systems, except where we must keep certain records to meet legal, accounting or safety obligations, and it then falls out of routine backups in the ordinary cycle.

How we protect it

Data is encrypted in transit. Access to records is restricted to your account and to authorised veterinary reviewers, and administrative access is limited to what is needed to run the service. No online service can promise perfect security, but we take the protection of health information seriously and design our systems to keep clinical data compartmentalised.

Your rights

Under UK data-protection law you have the right to:

access the personal data we hold about you;
have inaccurate data corrected;
have your data erased in the circumstances the law allows;
restrict or object to certain processing;
receive your data in a portable format;
withdraw any consent you have given (such as the PetsLikeMine link), without affecting processing done beforehand.

To exercise any of these, email privacy@pawline.vet. You also have the right to complain to the UK Information Commissioner's Office (ICO) at ico.org.uk, though we would appreciate the chance to put things right first.

Cookies

Pawline uses a single essential cookie to keep you signed in. We do not use advertising or third-party tracking cookies, so there is nothing to opt into for marketing purposes.

Children

Pawline is intended for pet owners aged 18 or over and is not directed at children. We do not knowingly collect information from children.

Changes to this policy

We may update this policy as the service evolves. When we make a material change we will update the date above and, where appropriate, let you know by email or in the app.

Contact

Questions about this policy or your data: privacy@pawline.vet.