Privacy policy

You create an account with your email address, add a profile for your pet, and answer questions about how they are doing. We store that information so we can show you how your pet's wellbeing is trending and, if you choose, produce a report you can share with your vet.

• We are ConciergeVet Ltd, a UK veterinary company. We are the data controller for the personal data described here.
• We collect your account email, your pet's profile, your assessment answers and notes, some usage analytics, and we use Stripe for payments.
• We do not sell your data. We share it only with the service providers we need to run Sightline, and with anyone you deliberately send a share link or report to.
• You can download a copy of your data from your settings at any time, and you can ask us to delete it.
• Sightline is a tracking tool. It does not diagnose your pet and it does not replace advice from your vet.

Sightline is built and operated by ConciergeVet Ltd, a veterinary company in the United Kingdom run by Alastair Greenway BVM&S MRCVS and Claire Greenway BVM&S MRCVS. ConciergeVet Ltd, a company registered in England and Wales under company number 14501259, is the data controller, which means we decide why and how your personal data is processed, and our registered office is at Bretton, Wycombe Rd, Studley Green, Buckinghamshire HP14 3XA. UK data protection law applies, specifically the UK GDPR and the Data Protection Act 2018.

If you have any question about this policy or about how we handle your data, the quickest way to reach us is by email. We will always be the people you deal with directly.

Data controller

ConciergeVet Ltd

Company number

14501259 (registered in England and Wales)

Registered office

Bretton, Wycombe Rd, Studley Green, Buckinghamshire HP14 3XA

Email

office@conciergevet.co.uk

We try to collect only what we need to run the service. The information you record is mostly about your pet, but because it is held against your account it counts as your personal data, so we describe it here. The categories below cover what Sightline stores.

Account identity and contact email

Your email address (used to sign you in and to contact you), an optional display name you set yourself, and a small amount of account state such as your tier and when the account was created. Your email is your primary contact identifier and is used for sign-in links, sign-up confirmation, assessment reminders, and a copy of any report you email to your vet.

Your pet's profile

Details you enter about your pet, such as their name, species, breed, date of birth, sex, neutered status, weight, body condition score, any health conditions you tag, and whether your home has stairs or inclines. You can also upload a photo of your pet, which is stored against the profile.

Assessment answers and free-text notes

Every answer you give in an assessment, including the detailed questions about your pet's mobility, pain signs, sleep, appetite, drinking, toileting, grooming, mood, cognition and breathing, along with the scores we calculate from them. It also includes the free text you type yourself: reasons for skipping a question, notes on an assessment, names of custom activities you choose to track, log entries for things like medication or vet visits, daily hospice check-in notes, and the cover note and notes you add when sending a report to your vet.

Your vet's details, if you save them

If you choose to save your vet's contact details to speed up sending a report, we store the name, email, practice, address and phone number you enter. This is third-party information you provide, and it is used only to pre-fill the report-sending flow.

Usage and analytics data

Limited information about how the service is used, such as which pages are viewed and a small set of events like completing an assessment or generating a report. This helps us understand whether Sightline is working as intended. See the section on cookies and analytics for the detail.

Referral and attribution data

If you reach Sightline through a tagged link, we record where you came from (for example the campaign or our sister product PetsLikeMine) so we can understand how people find us. This is captured from a fixed list of link parameters, not the full address you arrived on.

Payment-related data, held by Stripe

Sightline+ subscriptions are handled by Stripe. Your card details are entered into Stripe's checkout and never reach Sightline's servers. We store only the identifiers Stripe gives us (a customer reference and a subscription reference) and your subscription status. Your email is shared with Stripe so it can create your customer record.

Under the UK GDPR we have to have a lawful basis for everything we do with your personal data. Different activities rely on different bases, set out below.

To provide the service (contract)

We process your account, your pet's profile and your assessment answers so we can give you the service you signed up for: storing your entries, calculating scores, showing your trends, and producing reports and share links when you ask for them. Where you subscribe to Sightline+, we process your payment data to fulfil that agreement.

To run and improve Sightline (legitimate interests)

We send assessment reminders, keep the service secure, keep records of important actions, and use limited usage data to understand how Sightline is used and where it can be better. We balance these interests against your rights, and you can object at any time. You can also switch reminder emails off in your settings.

Analytics and any marketing (consent)

Where the law requires your consent, for example for any future marketing email, we will rely on consent and you will be able to withdraw it. Our product analytics store nothing on your device, so they do not require a consent step; we say more in the cookies and analytics section.

To meet our legal duties (legal obligation)

We may process and retain certain data where we are required to by law, for example to keep records for tax purposes in connection with payments, or to respond to a lawful request.

Sightline uses a small number of cookies and one analytics tool. We describe them honestly here rather than in general terms.

Sign-in cookie

A strictly necessary cookie keeps you signed in after you log in. It lasts up to five days and is cleared when you sign out. Without it the service cannot work, so it is always set when you log in.

Referral cookie

If you arrive through a tagged link, a first-party cookie remembers where you came from for up to 30 days so we can attribute your sign-up. It holds the link tags described in the data section, not your identity.

PostHog analytics

We use PostHog for product analytics, configured to keep data in the UK and EU region and to store nothing on your device: it holds its identifier in memory only, so it sets no cookies and writes nothing to local storage. We do not record sessions or capture clicks automatically, and we deliberately strip query strings from page views so sign-in and share links are never sent. We capture only a small set of named events. Once you are signed in to the member area, you are identified to PostHog for that session with your account reference, email and tier, and some events include a pet reference.

We do not sell your data and we do not share it for anyone else's advertising. We share it only with the service providers (sub-processors) we rely on to run Sightline, and only as far as each one needs to do its job. The providers we use are listed below.

Google Firebase Authentication

Handles sign-in. You can sign in with a one-time email link or with Google, and Firebase verifies you and manages your session. We request only your email and basic profile.

Stripe

Handles Sightline+ payments and stores the actual card data. We send Stripe your email and a couple of internal references so it can manage your subscription.

Loops

Sends our emails: sign-in links, sign-up confirmation, assessment reminders, trusted-person invites, and the Sightline Report. When you email a report, the report PDF (which contains your pet's wellbeing data) and the recipient's email address pass through Loops to reach your vet.

PostHog

Provides the product analytics described above.

Vercel

Hosts the Sightline application and runs the scheduled jobs that send reminders and tidy up expired drafts.

Google Cloud

Provides the database that stores your account, pet and assessment data, and the infrastructure that runs our own report and scoring services. Those report and scoring services are built and operated by us, not by an outside vendor.

PetsLikeMine

Our sister product. If you arrive from PetsLikeMine through a one-click sign-in handoff, it passes us your verified email and some context, and we keep a reference linking the two accounts. Links from Sightline back out to PetsLikeMine carry a tag identifying that the visit came from Sightline.

We may also disclose data if we are required to by law, or to protect the rights, safety or security of our users or our service.

Sightline lets you deliberately share your pet's information with someone else, either by creating a read-only link or by emailing a report. When you do this, you are choosing to disclose data, so it is worth being clear about what each option reveals.

• A share link lets anyone who holds it view the shared information without needing an account, until the link expires (links default to lasting 90 days) or you revoke it. You can revoke a link at any time.
• A vet or family share link shows your pet's name, photo and basic details, the Sightline Score trend, and a summary of recent assessments. A clinical view, where used, shows a fuller read-only picture of the latest assessment for a vet.
• Your private hospice reflections are deliberately kept out of share links and are only ever visible to you.
• When you email a Sightline Report, the report PDF and your cover note go to the recipient you choose (and a copy comes to you), carrying your pet's wellbeing data and the email addresses involved.

We aim to keep your data in the UK and EU where we can, and our analytics are configured to stay in that region. Some of the providers we use are international organisations, so in the course of running the service some data may be processed outside the UK. Where that happens, we rely on the safeguards required by UK data protection law, such as approved transfer mechanisms, so your data keeps a similar level of protection. If you would like more detail about a particular provider, please contact us.

We keep your data for as long as you have an account, so your pet's history stays intact and useful to you. We want to be honest about what download and deletion do today, because the two are not the same.

Downloading your data

From your settings you can download a copy of your data as a single file at any time, instantly. The export is comprehensive: your account profile and settings, your saved vet's details, any payment and referral references we hold, every pet (including the photo you uploaded), every assessment with your answers, scores and notes, any in-progress drafts, all the metrics and hospice reflections you have recorded, your custom activities, every share link you have created, any alerts raised on your pets, and your account's own activity log.

Deleting your account

You can delete your account from your settings. This signs you out straight away, stops all reminder emails, and marks the account for deletion so it can no longer be signed in to. After a 30-day grace period, which gives you time to reach us if you deleted by mistake, everything tied to the account is permanently erased: your profile, every pet, all assessments, drafts, metrics, reflections, activities and shares, your alerts and activity log, and your sign-in identity and Stripe customer record. Once the grace period has passed and the erasure has run, the data cannot be recovered. If you would like your data erased sooner, email us and we will action it.

Things that are removed automatically

Half-finished assessment drafts are deleted automatically after seven days. Removing a pet from your list archives it (so it is hidden but recoverable) rather than deleting it.

Under the UK GDPR you have a number of rights over your personal data. You can exercise any of them by contacting us, and you can use some of them directly in the app.

• The right to access a copy of the data we hold about you, which you can largely do yourself with the data download in your settings.
• The right to have inaccurate data corrected, which you can mostly do by editing your account and pet details.
• The right to ask us to erase your data. You can delete your account in your settings, which permanently erases everything after a 30-day grace period, and you can email us if you would like it done sooner.
• The right to portability, meaning a copy of the data you gave us in a machine-readable format, which the data download provides.
• The right to object to, or ask us to restrict, certain processing, including our use of data under legitimate interests.
• The right to withdraw consent at any time where we rely on it, for example by turning off reminder emails.
• The right to complain to the Information Commissioner's Office, the UK regulator, if you are unhappy with how we have handled your data.

Sightline is intended for adult pet owners and is not designed for or directed at children. You must be at least 18 to create an account. If you believe a child has created an account or given us their personal data, please contact us and we will remove it.

We may update this policy as Sightline develops, for example if we add a feature or change the providers we rely on. When we make a meaningful change, we will update the date at the top of this page, and we will let you know by other means if the change is significant. Please check back from time to time.

If you have a question, want to exercise a right, or want to make a complaint about how we handle your data, please contact us first so we can put things right. If you are still unhappy, you have the right to complain to the Information Commissioner's Office.

Email

office@conciergevet.co.uk

UK regulator

Information Commissioner's Office (ico.org.uk)