PetOS Privacy Policy
This Privacy Policy ("Policy") describes how SymbioAI OS LLC ("PetOS," "Company," "we," "us," or "our") collects, uses, discloses, retains, and protects personal information and other data when you use the PetOS mobile application, related APIs, public share pages at petos.ai, and all associated products and services (collectively, the "Services").
PetOS is a decision-support tool for pet parents. It is not a veterinary medical service and does not establish a veterinarian-client-patient relationship.
By accessing or using the Services, you acknowledge that you have read and understood this Policy. If you do not agree, discontinue use of the Services and delete the application from your devices.
We may update this Policy from time to time. Material changes will be communicated through the Services, by email to the address associated with your account, or by in-app notice at least thirty (30) days before the effective date. Your continued use after the effective date constitutes acceptance of the updated Policy where permitted by law.
1. Introduction And Scope
This Policy applies to all users of the Services, including account holders, trial users, and beta testers. The Services include, without limitation: (a) the PetOS iOS application; (b) backend APIs hosted on Google Cloud Run; (c) Supabase-hosted authentication, database, storage, and edge functions; (d) public share pages (for example, triage, care plan, and personality share links); and (e) any future features we may introduce, subject to updated disclosures.
For questions about this Policy, contact us at hello@symbioai.io with the subject line "PetOS Privacy Request."
2. Information You Provide Directly
We collect information you voluntarily provide when you create an account, use the Services, communicate with us, or upload content.
Account And Identity Information. Email address, password or authentication credentials, account status, legal consent version records, onboarding responses (such as how you heard about PetOS), notification preferences, and support or feedback messages you send to us.
Pet And Animal Information. Pet name, species (dog or cat), breed, date of birth or estimated age, sex, spay/neuter status, weight, photos, dietary and lifestyle information, personality or check-in program data, insurance readiness signals, and other descriptive information you choose to provide.
Medical And Health Information. Vaccination history, current and past medications, known allergies and conditions, symptom descriptions, triage answers and session outputs, care-plan actions, monitoring notes, clinic visit records, uploaded medical documents, and any other health-related information you submit.
Conversational And Triage Data. Text messages, symptom descriptions, slot-collection answers, chat histories, session summaries you choose to save, feedback scores, survey responses, and related interaction logs generated through AI triage chat and related features.
Daily Check-In Data. Responses to daily questions, streaks, lifestyle or personality signals, milestone awards, and related profile insights from the Pawsona or check-in program.
User-Generated Media And Documents. Profile photographs, images attached to chat or support messages, uploaded PDF or image medical records, and associated metadata (such as timestamps) when you choose to upload them.
Communications And Support Data. Content of emails or in-app support submissions, optional screenshots attached to feedback, bug reports, feature requests, and session feedback you provide.
Consent And Preference Records. Insurance data-sharing consent grants, notification settings, share preferences, and other opt-in or opt-out choices you make in the app.
We do not intentionally collect Social Security numbers, government identification numbers, or full payment card numbers. PetOS v1.0 is free to use and does not offer in-app purchases.
3. Information Collected Automatically
When you use the Services, we automatically collect certain technical and usage information:
Device And Technical Data. Device type, operating system, app version, language preferences, time zone, push notification device token, network information, and performance or diagnostic logs.
Usage And Interaction Data. Features accessed, session duration, navigation patterns, triage funnel events, first-party product analytics (stored in systems such as user_action_events), crash reports, and error diagnostics needed to improve reliability and safety.
Log Data. IP address, access timestamps, API request metadata, and server response codes.
We do not use third-party advertising SDKs. We do not sell personal information or use data for cross-context behavioral advertising.
4. Information From Third Parties
Authentication Providers. If you sign in with Apple, we receive your name, email address (which may be a private relay address), and a unique identifier as permitted by your Apple account settings.
Location And Places Services. When you use nearby veterinarian search and grant location permission, we send your location coordinates to Google Places to retrieve clinic results. We do not permanently store precise GPS coordinates on our servers for this feature.
We do not receive pet health data from insurance carriers, veterinary practice management systems, or wearable devices unless you explicitly connect such a feature in the future and we disclose that integration.
5. Sensitive Information And HIPAA Clarification
The health information we collect pertains to non-human animals (your pets), not to human medical records. Pet health data combined with your account identity may feel sensitive to you, and we treat it with appropriate care.
Pet health data in PetOS is not protected health information ("PHI") under the U.S. Health Insurance Portability and Accountability Act (HIPAA), which applies to human health information. We do not intentionally collect human health, genetic, or biometric identification data.
6. How We Use Your Information
We use collected information to:
- Create, authenticate, and secure your account.
- Provide symptom triage, AI-assisted explanations, care plans, monitoring reminders, pet profiles, daily check-ins, vet search, cost estimates, and related features.
- Personalize guidance based on your pet profile, history, and check-in data.
- Generate health baselines or lifestyle summaries using AI when you participate in eligible programs.
- Deliver push and local notifications you have enabled.
- Process support requests and improve customer service.
- Monitor usage trends, conduct product analytics, and improve safety, reliability, and quality.
- Detect fraud, abuse, unauthorized access, and violations of our Terms.
- Comply with applicable law and enforce our agreements.
We do not use your pet health data to make veterinary diagnoses or treatment decisions. Triage urgency levels are determined by deterministic PetOS rules, not by AI models.
7. Artificial Intelligence And Machine Learning
PetOS uses artificial intelligence and machine learning in a fixed pipeline:
- (a) Slot extraction — structured data is collected from your messages;
- (b) Deterministic triage — a rule-based engine computes clinical risk level, matched rules, and recommended actions. The LLM does not assign or modify risk level;
- (c) Knowledge retrieval — relevant veterinary reference content is retrieved to support explanations;
- (d) Explanation — a large language model generates user-facing text from immutable triage outputs.
Our primary AI provider is Google Vertex AI (Gemini). AI is used for explanations, text classification, intent detection, health baseline generation, and similar features — not for determining clinical risk level.
Default (No Training Use). By default, we do not use your individually identifiable chat data, photographs, or health records to train, fine-tune, or improve AI models. Inputs processed during a session are used to generate that session's output and are not added to model training datasets.
Future Opt-In Training. If we offer an optional program to use de-identified data for model improvement, it will require separate, informed, revocable consent and will not be a condition of using the Services.
AI outputs are probabilistic and may contain errors. See our Terms of Use for additional AI limitations and disclaimers.
10. Data Retention And Deletion
We retain personal information only as long as reasonably necessary for the purposes described in this Policy, unless a longer period is required by law.
Account Data. Retained while your account is active. After account deletion, deleted from active systems within thirty (30) days, except as noted below.
Pet Health, Chat, And Triage Data. Retained while your account is active. Permanently deleted from active systems within thirty (30) days of account deletion.
User-Generated Media. Profile photos and uploaded documents are deleted from active storage within thirty (30) days of account or pet deletion, subject to backup rotation.
Location Data. Precise GPS coordinates used for veterinarian search are processed at query time and are not permanently stored on our servers for that feature.
Usage Analytics. Retained in de-identified or pseudonymized form for up to twenty-four (24) months for product improvement.
Communications And Support Records. Retained for up to three (3) years following resolution.
Security Logs. Retained for twelve (12) to thirty-six (36) months as needed for security investigation.
Backups. Encrypted backup copies may retain deleted data for up to ninety (90) days before rotation purges them.
When you delete your account through Settings, our delete-account process removes pets, chat messages, triage sessions, storage objects, profile data, and your authentication record, subject to the retention exceptions above. If data was previously shared with a partner with your consent, you may need to contact that partner directly for deletion.
11. Data Security
We implement administrative, technical, and organizational safeguards designed to protect your information, including:
- Encryption of data in transit using TLS 1.2 or higher.
- Encryption of data at rest through our cloud providers.
- Row-level security and account isolation in our database.
- Restricted access to production data for authorized personnel with legitimate business need.
- Authentication and access controls for administrative systems.
No method of transmission or storage is completely secure. We cannot guarantee absolute security. If a data breach affects your personal information, we will notify you and relevant authorities as required by applicable law.
12. Your Privacy Rights
Regardless of your location, you may request:
- Access to personal information we hold about you.
- Correction of inaccurate or incomplete information.
- Deletion of your personal information, subject to legal exceptions.
- Export or portability of your data in a commonly used format.
- Opt-out of promotional communications.
- Withdrawal of consent where processing is based on consent.
To exercise these rights, use in-app account settings (including Delete Account and Data Controls) or email hello@symbioai.io with the subject line "PetOS Privacy Request." We will respond within thirty (30) days where required by law and may verify your identity before fulfilling requests.
13. California And U.S. State Privacy Laws
If you are a California resident, you have rights under the California Consumer Privacy Act, as amended by the California Privacy Rights Act (CCPA/CPRA), including the right to know, delete, correct, and not be discriminated against for exercising your rights.
We do not sell personal information. We do not share personal information for cross-context behavioral advertising.
If you reside in Virginia, Colorado, Connecticut, Massachusetts, Texas, Oregon, or another U.S. state with comprehensive privacy legislation, you may have similar rights to access, correct, delete, and port your data. Contact hello@symbioai.io to exercise applicable rights.
14. International Users
The Services are primarily operated in the United States. If you access the Services from outside the United States, your information will be transferred to, stored in, and processed in the United States, where data protection laws may differ from those in your country. Where required by applicable law, we implement appropriate safeguards for international transfers.
15. Location Data Practices
Approximate location may be derived from your IP address for general service operation.
Precise location is collected only when you use location-dependent features (such as nearby veterinarian search) and grant location permission through your device. Location is sent to Google Places to retrieve results and is not permanently stored on our servers for that feature.
You may revoke location permission at any time through device settings. Revocation may limit location-dependent features.
16. Photos, Documents, Speech, And Media
Profile Photos And Medical Documents. Photographs and documents you upload are stored in secure cloud storage associated with your account and used to provide profile, record-keeping, and related features.
Chat Image Attachments. Images you attach in chat may be transmitted to our servers for session context. They are not analyzed by computer vision or diagnostic AI models.
Speech Input. If you use voice input, audio is processed on your device using Apple's speech recognition framework. Audio recordings are not uploaded to PetOS servers; only the resulting text transcript is used in chat.
Media Metadata. Uploaded files may contain embedded metadata (such as timestamps or device information). We may use metadata for quality assurance and session context.
17. Children's Privacy
The Services are not directed to children under thirteen (13). We do not knowingly collect personal information from children under 13. If we learn that a child under 13 has provided personal information, we will delete it promptly. Contact hello@symbioai.io if you believe we have collected information from a child.
18. Third-Party Services And Links
The Services may contain links to third-party websites or services (such as veterinary clinic websites, Apple Maps, or insurance carrier pages). We do not control and are not responsible for third-party privacy practices. Review their policies before providing information.
20. Changes And Contact
We may update this Policy to reflect changes in our practices, Services, or legal requirements. Material changes will be notified at least thirty (30) days before the effective date where required.
SymbioAI OS LLC
Privacy and data requests: hello@symbioai.io
Website: petos.ai/privacy.html