Privacy Policy

Effective Date: August 2026 · Document Ref: ISAPET-PRIV-2026-V1

Isapet Veterinary Clinic ("Isapet", "we", "us", or "our") operates a digital health, e-commerce and pet relocation platform, accessible via our website. This Privacy Policy governs data collection, processing and privacy compliance across our clinical operations, client intake, e-commerce store, service booking, and interactive media.

We are committed to maintaining the highest standard of client confidentiality and data security, complying with the Kenya Data Protection Act (2019) and applicable regional regulations.

2. Information We Collect and Process

2.1 Client & Household Identification Data

• Primary Contact Details: Full legal name, phone number, email address, physical residence, and emergency contact details.
• Government Identification: National ID or Passport details required specifically for processing international Pet Travel & Relocation permits, customs declarations, and official health certificates.
• Account Credentials: Encrypted credentials, user preferences, and communication logs maintained within the Isapet Client Portal.

2.2 Pet Patient & Clinical Records

• Pet Medical Profile: Species, breed, age, gender, microchip identification number, spay/neuter status, weight, and allergy history.
• Clinical & Diagnostic History: Veterinary treatment plans, surgical records, vaccination histories, diagnostic imaging notes, and prescription logs.

2.3 Online Client Intake & Interactive Service Forms

• Registration & Intake Forms: Information provided when completing online new patient forms, pre-appointment screening, surgical consent forms, and grooming preference sheets.
• Service Booking Details: Preferred appointment dates, selected clinical services, and clinical notes submitted by pet owners.

2.4 E-Commerce Store & Payment Data

• Order Information: Selected products, pharmaceutical item details, pet diet preferences, billing and delivery addresses.
• Transaction Processing: Payment confirmation references, mobile money (e.g. M-Pesa) transaction IDs, or tokenized payment gateway details. Full credit/debit card numbers and secret PINs are handled exclusively by PCI-DSS compliant financial partners and are never stored on Isapet servers.

2.5 User-Uploaded Documents (PDFs & Image Files)

• PDF Health Records & Travel Documents: Prior veterinary medical history, rabies neutralization antibody test (RNATT) certificates, import/export permits, government health declarations, and vaccination booklets uploaded as PDF files.
• Diagnostic & Clinical Photographs: Owner-submitted images showing surgical healing progress, skin conditions, dietary products, or prescription verification photos.

2.6 Client Reviews, Testimonials & Public Photo Submissions

• Ratings & Written Feedback: Comments, star ratings, and service evaluations submitted through our public client review feature.
• Uploaded Testimonial Photographs: Images of pets and owners submitted alongside reviews or success stories for publication on our digital platforms. Publication occurs only upon explicit client submission and consent.

3. Legal Basis and Purpose of Processing

• Provision of Veterinary Care (Contractual Performance): To diagnose, treat, prescribe medication, schedule surgeries, and maintain permanent clinical health records for your pets.
• E-Commerce Fulfillment (Contractual Performance): To process e-store purchases, arrange prescription diet dispatches, issue tax invoices, and manage deliveries.
• Pet Travel & Relocation Facilitation (Legal & Regulatory Compliance): To verify microchips, coordinate with international veterinary authorities, complete airline clearance documentation, and ensure compliance with country-specific import/export protocols.
• Client Communication & Service Alerts (Legitimate Interest): To send appointment reminders, vaccination due notices, order dispatch tracking updates, and critical health advisories.
• Community Engagement & Marketing (Consent): To display client reviews, testimonials, and pet success photos on our website and social channels when voluntarily submitted by clients.

4. Document & Media Handling Security Protocols

• Encryption in Transit & Rest: All uploaded PDF files and image assets are transmitted via 256-bit SSL encryption and stored in secure cloud environments with strict role-based access control.
• Automated Virus & Malware Scanning: Every file uploaded undergoes real-time server-side malware verification prior to permanent storage.
• Clinical Confidentiality: Uploaded medical histories and pet travel files are strictly restricted to attending veterinary staff and authorized relocation logistics managers.
• Testimonial Asset Management: Images uploaded as part of public reviews are stored separately from private medical records and reviewed by moderators before public rendering.

5. Third-Party Data Sharing & Integrations

We do not monetize or sell your data. Disclosure occurs strictly under necessary operational conditions:

• Veterinary & Diagnostic Laboratories: Sharing pet diagnostic samples and clinical details with partner pathology labs, such as Pathcare and Lancet, for specialized medical testing.
• Government & Relocation Authorities: Submitting required health certificates, rabies titer results, and passport details to relevant livestock departments, airport customs, and partner relocation agencies.
• E-Commerce Logistics Partners: Providing delivery addresses and recipient contact details to trusted courier providers for e-store product dispatches.
• Financial & Payment Gateways: Transmitting encrypted transactional metadata to licensed payment service providers (e.g. M-Pesa, card acquirers) to verify order payments.

6. Data Retention and Your Privacy Rights

Veterinary health records are maintained for a minimum period mandated by statutory veterinary regulations in Kenya. E-commerce billing records are retained in compliance with tax and financial record-keeping laws.

Under applicable data protection legislation, you hold the following rights regarding your personal data:

• Right to Access & Portability: Request a copy of your personal data and your pet's complete medical and vaccination records.
• Right to Rectification: Request updates or corrections to incomplete or inaccurate account details.
• Right to Erasure (Right to be Forgotten): Request deletion of non-essential personal data, closed e-commerce accounts, or uploaded testimonial photos, subject to statutory medical record retention rules.
• Right to Withdraw Consent: Revoke permission for optional marketing notifications or request removal of public testimonial photos at any time.

7. Contact Our Data Protection Team