We treat your clinic's and your clients' data as seriously as you do. Here's our commitment in plain language.
Our primary database is hosted in Sydney.
No advertising or analytics on the booking flow.
AI notes are drafts for review, never auto-final.
Our programme is built to AU and EU standards.
Apex Vet provides software for Australian veterinary clinics: online appointment booking, the Apex Vet Assistance AI consultation assistant, and related services. This policy explains how we collect, use, store and protect personal information. When you book through a clinic, you are booking with that clinic; we provide the technology and act on the clinic's behalf for its client and patient data. We comply with the Australian Privacy Act 1988 and the Australian Privacy Principles (APPs), and align our programme with the EU/UK GDPR where it applies. Apex Vet is operated by Apex HQ Vet Pty Ltd (ABN 40 684 066 411).
Your veterinary clinic is responsible for your information once we pass it to them. When you book or consult with a clinic through Apex Vet, that clinic is the controller of the information you provide, and is responsible for how it is stored, used, disclosed, corrected and retained, in accordance with the clinic's own privacy practices and legal obligations. To the extent permitted by law, Apex Vet is not responsible or liable for how a clinic, its staff or its systems subsequently handle, use or disclose your information. Requests about a clinic's handling of your information should be directed to that clinic.
To deliver the service we may collect: a pet owner's name, mobile number, email and address, the details of additional contacts you add, and your pet's details (name, species, breed, date of birth, microchip number, desexing and insurance status); your appointment type and reason for visit; clinic staff account details (name, work email, role and a securely hashed password); and, for Apex Vet Assistance, consultation audio recordings, transcripts and the clinical notes generated from them.
We use your information only to create, confirm, remind you about, modify or cancel appointments; to pass bookings to your clinic's practice-management software; to produce clinical documentation for the treating clinic; and to recognise returning clients so they don't re-enter their details. We do not sell your data and we do not use it for advertising.
Where the EU/UK GDPR applies, we process personal data on the following lawful bases: performance of a contract (GDPR Article 6(1)(b)) to create and manage your bookings and clinic accounts; legitimate interests (Article 6(1)(f)) to keep the platform secure and to operate and improve the service; and, for consultation recordings, the basis relied on by your treating clinic — typically consent, or the clinic's legitimate interest in maintaining clinical records. Under the Australian Privacy Act, we handle personal information in accordance with the Australian Privacy Principles.
Our primary database is hosted in Sydney, Australia. Your clinic's records and your clients' records are stored onshore. A small number of specialist functions — AI transcription and note-drafting, SMS, and email delivery — are performed by trusted providers, some of which are located overseas. Under Australian Privacy Principle 8, disclosing information to an overseas provider is permitted where we take reasonable steps to ensure it is handled consistently with the APPs. We do this through contractual safeguards with each provider, including the European Commission's Standard Contractual Clauses (SCCs) for transfers to which the GDPR applies.
Apex Vet Assistance records a consultation, transcribes it, and drafts a clinical note for the vet to review. We treat this as the most sensitive information on our platform and handle it as follows:
Clinics are responsible for informing those present before a consultation is recorded.
Our appointment-screening feature uses keyword rules to flag or, in defined cases (such as a suspected emergency), prevent an online booking and ask the client to call the clinic directly. This is a limited, rules-based safeguard rather than a profiling system, and a client can always reach the clinic by phone. Where the GDPR applies, you have the right not to be subject to a decision based solely on automated processing that produces legal or similarly significant effects; you can contact us to request human review of any screening outcome.
We deliberately run the public booking flow with zero advertising or analytics trackers. Pet owners booking an appointment are not tracked for marketing. The only cookies used in booking are the strictly-necessary ones that keep you signed in during your booking.
We offer an optional Chrome extension, "Apex Vet — Side Panel", for clinic staff. It displays the Apex Vet web app in the browser's side panel so a clinician can work alongside their practice-management software. It is a companion to the platform, not a separate data collector:
All data is transmitted over encrypted connections (TLS) and stored encrypted at rest. Access is restricted by role, passwords are stored only as secure one-way hashes, administrative actions are recorded in an audit log, and pet owners sign in with one-time SMS codes so we never hold a password for them.
We keep your booking history while your clinic uses our platform so returning bookings are faster. SMS verification records are automatically deleted after 30 days. Consultation recordings and transcripts are retained according to your clinic's settings and can be deleted on request. You can ask us to delete your information at any time.
You can ask us to:
We honour these requests under the Australian Privacy Act and, where it applies, the EU/UK GDPR, and we respond within 30 days. To make a request, contact us below or ask your clinic. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (oaic.gov.au) or, where the GDPR applies, to your local EU/UK data-protection supervisory authority.
The marketing website may use Google Analytics to understand how the site is used. Analytics stays off until you accept via the cookie banner; choosing "Essential only" keeps it off. The booking flow itself carries no analytics regardless.
Privacy questions or requests? Email support@apexhqvet.com.au. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (oaic.gov.au). Apex Vet — ABN 40 684 066 411.