Privacy Policy

1. Who we are

VetReply is operated by DBTB Ltd, a company registered in England and Wales. Our registered address and company details are available at Companies House.

If you have any questions about this privacy policy or how we handle your data, contact us at: ricky@vetreply.co.uk

2. What data we collect

When you use VetReply, we collect and process the following:

• Google Business Profile OAuth tokens — access and refresh tokens obtained when you authorise VetReply to access your Google Business Profile. These are used solely to read your reviews and post replies on your behalf.
• Practice information — your practice name, Google Business Profile location ID, and Google account ID, used to identify which profile we manage.
• Google review data — the text, star rating, reviewer name, and date of reviews posted on your Google Business Profile.
• Contact and billing information — your email address and payment details, processed by Stripe on our behalf.
• Usage data — records of replies drafted, sent, approved, and posted, used to provide the service and generate your monthly report.

3. How we use your data

We use the data we collect to:

• Generate professional, personalised replies to your Google reviews using AI (Claude, by Anthropic)
• Post approved replies to your Google Business Profile on your behalf
• Send you drafts of replies to negative reviews for your approval before posting
• Send you a monthly report summarising your review activity and responses
• Process your subscription payment and manage your account
• Contact you about your account or service updates

We do not sell your data. We do not use your data for advertising. We do not use your reviews or practice information to train AI models.

4. Google API usage

VetReply uses the Google Business Profile API with the https://www.googleapis.com/auth/business.manage scope to:

• Read reviews posted on your Google Business Profile
• Post owner replies to those reviews on your behalf
• Read any existing owner replies to learn your practice's tone and voice

Our use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements.

5. Data storage and security

• Your data is stored in Supabase, hosted in the EU (Frankfurt region)
• Data is encrypted at rest and in transit
• OAuth tokens are stored encrypted and are never shared with third parties beyond what is required to operate the service
• We use row-level security to ensure only authorised access to your data

6. Third parties we share data with

We do not share your data with any other third parties without your explicit consent.

7. Data retention

• OAuth tokens — retained while your subscription is active. Deleted within 30 days of cancellation or at your request.
• Review and reply records — retained for 12 months after your subscription ends, then anonymised (practice name and reviewer names removed).
• Billing records — retained for 7 years as required by UK tax law.

8. Your rights

Under UK GDPR, you have the right to:

• Access — request a copy of the personal data we hold about you
• Rectification — ask us to correct inaccurate data
• Erasure — request deletion of your personal data
• Portability — receive your data in a portable format
• Revoke Google OAuth access — disconnect VetReply from your Google Business Profile at any time via your Google Account permissions page. This will stop VetReply from accessing your profile or posting replies.
• Withdraw consent — cancel your subscription at any time

To exercise any of these rights, email ricky@vetreply.co.uk. We will respond within 30 days.

9. Legal basis for processing

• Contract — processing necessary to provide the VetReply service to you as a paying subscriber
• Legitimate interests — monitoring publicly visible Google review data for prospective customers, where this is balanced against individual rights
• Legal obligation — retaining billing records as required by law

10. Complaints

If you are unhappy with how we handle your data, you have the right to lodge a complaint with the UK Information Commissioner's Office (ICO) at ico.org.uk.

11. Changes to this policy

We may update this privacy policy from time to time. Material changes will be communicated by email to active subscribers. Continued use of VetReply after changes constitutes acceptance of the updated policy.