Privacy Policy

The controller within the meaning of Art. 4 GDPR is:

• VetLINE, s. r. o.
• Registered office: Staromestská 6/D, 811 03 Bratislava, Slovakia
• Company ID (IČO): 43 868 665
• Phone: +421 2 54 412 869
• E-mail: info@vetline.sk

We have not appointed a data protection officer (DPO); we are not a public authority and our core activities do not consist of large-scale systematic monitoring. Please send any questions about the processing of personal data to the e-mail address above.

a) Appointment booking (contact form)

When you fill in the booking form, we process: name, phone, e-mail, type of animal and reason for the visit.

• Purpose: arranging an examination appointment, confirmation messages and reminders.
• Legal basis: Art. 6(1)(b) GDPR, pre-contractual steps and performance of the contract for veterinary care.
• Retention period: 10 years (statutory obligation to keep veterinary records under § 19 of Act No. 39/2007 Coll. on veterinary care).

b) Website chat

When you use the chat, we process the content of your messages and technical metadata (time, IP address, session identifier). If you provide contact details in a message yourself (name, phone, e-mail), we process those as well.

• Purpose: providing information or directing you to booking or emergency care.
• Legal basis: Art. 6(1)(f) GDPR, legitimate interest in effective customer communication.
• Retention period: 12 months if the conversation did not lead to a contractual relationship (a booking); otherwise 10 years, the same as veterinary records.

c) Reviews

Reviews are mostly imported from public sources (Google Reviews) with the author’s consent given when they were originally published. We process the displayed name (or initials), the rating and the text. We do not carry out any identification beyond what the author has published themselves.

• Legal basis: Art. 6(1)(f) GDPR, legitimate interest in the transparent presentation of the quality of our services.

d) Online appointment booking (self-service booking)

If you choose an appointment yourself in the chat, we process your first name and surname, phone, e-mail, details of the animal (name, species, breed, date of birth), the selected time slot and the reason for the visit that you provide. For existing clients, we verify your contact details against our patient records.

• Purpose: booking an appointment, confirmation by SMS and e-mail, and any rescheduling or cancellation.
• Legal basis: Art. 6(1)(b) GDPR, pre-contractual steps and performance of the contract for veterinary care. Booking is not conditional on consent to marketing.
• Retention period: 10 years as part of the veterinary records.

e) Identity verification for online booking

Before the booking is completed, we send a one-time code and a link to your phone number or e-mail. We keep a technical record of the verification: the contact, time, IP address, browser type and whether the verification was successful. The code itself is not stored in readable form.

• Purpose: preventing bookings in another person’s name and automated misuse of the booking system (blocking time slots, exhausting SMS credit).
• Legal basis: Art. 6(1)(f) GDPR, legitimate interest in the security and availability of the booking system for all clients.
• Retention period: 12 months, after which the verification records are deleted.

The form is protected by Cloudflare Turnstile, which checks that the request is sent by a human and not by an automated program. Turnstile does not use cookies for tracking and does not create an advertising profile of the visitor.

f) Reminders and news (voluntary consent)

When booking, you can voluntarily tick a box to receive vaccination reminders and news. This box is not pre-ticked, and leaving it unticked has no effect on your booking.

• Legal basis: Art. 6(1)(a) GDPR, consent. We keep the wording, version, time and IP address of the consent given (Art. 7(1) GDPR).
• Withdrawal: at any time by e-mail to info@vetline.sk or via the link in a message, without affecting existing bookings.

g) Orders in the ORBIO shop

When you order goods, we process your name, phone number, email address, delivery address, the goods ordered, the delivery and payment method, the payment status and your note. For a complaint or a withdrawal from the contract, also the information you provide with it.

• Purpose: concluding and performing the purchase contract, delivery, handling complaints and withdrawals from the contract.
• Legal basis: Art. 6(1)(b) GDPR (contract) and Art. 6(1)(c) GDPR (accounting and consumer protection law).
• Retention: accounting records for 10 years (Section 35 of Act No. 431/2002 Coll. on accounting), other data for the warranty period and the limitation periods.

h) CT examinations at the vetCT unit

When you order a CT examination, we process the owner’s name, phone number and email address, details of the animal (name, species, breed, age, weight), the examination and appointment chosen, the medical history and the question for the radiologist, any results and records you upload with the order, and the time you consented to the examination starting before the withdrawal period ends. If a veterinary practice places the order or you name your veterinarian, we also process the practice name and the veterinarian’s name and email address. The result (report and images) is available at a permanent link given only to you and to the veterinarian you name.

• Purpose: ordering, payment and performance of the examination, entering the appointment in the hospital calendar, reporting of the images by a radiologist and sending the result to you and the referring veterinarian.
• Legal basis: Art. 6(1)(b) GDPR (contract for the examination) and Art. 6(1)(c) GDPR (veterinary records, accounting). Data of partner practices: Art. 6(1)(b) and (f) GDPR (cooperation and invoicing).
• Retention: 10 years as part of the veterinary records, including uploaded files.

i) Card payments

Card payments are processed by the GP webpay payment gateway of Global Payments s. r. o. You enter your card details directly on its page; we neither see nor store them. From the gateway we receive only the result of the payment: the amount, time, order number and transaction reference.

• Legal basis: Art. 6(1)(b) and (c) GDPR.
• Retention: 10 years as part of the accounting records.

j) Withdrawal from a contract online

When you withdraw from a contract using the Withdraw from contract here form, we store your name, the order number, your email address, the time it was sent, your IP address and browser type, and send you a confirmation of receipt.

• Purpose: handling the withdrawal and proof of its receipt.
• Legal basis: Art. 6(1)(c) GDPR (Act No. 108/2024 Coll. on consumer protection) and Art. 6(1)(f) GDPR (proving when and what you notified us).
• Retention: 3 years from the withdrawal (general limitation period under Section 101 of the Slovak Civil Code), after which the record is deleted.

k) Bookings at the FastVet clinic

When you book an appointment on fastvet.sk, we process the same data as for an appointment booking (point a) and, in addition, the chosen package and its price, the payment method and status, the language of the booking, the version of the terms and conditions you accepted, and the time you consented to the service starting before the withdrawal period ends. The appointment is entered in the clinic’s calendar and we send you a confirmation including the terms and conditions by email.

• Purpose: booking and providing veterinary care at a fixed price, payment, confirming the booking, rescheduling and cancellation, and handling withdrawal from the contract.
• Legal basis: Art. 6(1)(b) GDPR (contract) and Art. 6(1)(c) GDPR (veterinary records, accounting, consumer protection law).
• Retention: 10 years as part of the veterinary records and accounting records.

If you do not choose a specific veterinarian when booking online, the system assigns one based on the availability of the calendar at that time. This is not automated decision-making with legal effect under Art. 22 GDPR, nor is it profiling. None of your personal characteristics are evaluated, and we will change the time or the veterinarian at any time on request, including by phone.

The website vetline.sk uses only strictly necessary cookies and browser storage for features you use yourself. Under Section 109(8) of Act No. 452/2021 Coll. on electronic communications, no consent is required for them. We do not use any advertising or profiling cookies (Google Analytics, Facebook Pixel and the like).

In browser storage (localStorage, sessionStorage) the website remembers the contents of your ORBIO shop basket, the details you entered in the chat so you do not have to type them again, and which announcements you have already seen. This data stays in your browser and only reaches us when you use the feature.

The website’s fonts are served from our own server. The Google map on the home page loads only after you click Show map; Google then processes your IP address and may set its own cookies under its own rules.

You can block cookies at any time in your browser settings. Some features (especially the chat and ordering) may then not work.

We do not share data with third parties for marketing purposes. We pass it only to processors under Art. 28 GDPR and to other recipients to the extent the service in question requires:

• Hetzner Online GmbH (Germany): website hosting, EU region.
• WebSupport, s. r. o. (Slovakia): e-mail services (info@vetline.sk).
• Anthropic PBC (USA): AI assistant in the chat. The transfer is covered by the EU Standard Contractual Clauses (SCC). The content of chat messages is not stored for model training.
• Infobip Ltd. (Croatia, EU): delivery of SMS messages (verification codes, appointment confirmations and reminders). The phone number and the text of the message are transferred.
• Cloudflare, Inc.: the Turnstile service, which checks that the booking form is sent by a human. It processes the IP address and technical browser data solely for this check; the transfer is covered by the EU Standard Contractual Clauses (SCC).
• Global Payments s. r. o. (Slovakia): the GP webpay payment gateway for card payments in the ORBIO shop, at the vetCT unit and at the FastVet clinic.
• Google Ireland Limited (Ireland, EU): the map on the home page, only if you display it with a click. Any transfer to the USA is covered by the EU-US Data Privacy Framework.
• The carrier of an ORBIO shop parcel: name, delivery address and phone number as needed for delivery.
• The cooperating radiologist who reports the CT images, and the referring veterinarian if you name one when ordering at vetCT: patient details, images and report.

Bookings and veterinary records are processed in our internal hospital system on a server in the EU. We do not transfer data outside the EU beyond what is stated above, and we do not sell it.

Under the GDPR, you have the following rights:

• Access (Art. 15): to find out what data we process about you.
• Rectification (Art. 16): to request correction of inaccurate data.
• Erasure (Art. 17): to request deletion, unless we are bound by a legal obligation (e.g. keeping veterinary records).
• Restriction of processing (Art. 18).
• Data portability (Art. 20): to receive your data in a machine-readable format.
• Objection (Art. 21): to processing based on legitimate interest.
• Withdrawal of consent (Art. 7): where processing is based on consent.

Send your request to info@vetline.sk or by post to our registered office. We will reply within 30 days.

If you believe that the processing of your personal data infringes the GDPR, you have the right to lodge a complaint with:

Office for Personal Data Protection of the Slovak Republic
Hraničná 12, 820 07 Bratislava 27, Slovakia
Phone: +421 2 3231 3214
Web: dataprotection.gov.sk

We may update this document from time to time. The date of the latest revision is shown at the top of the page. If changes affect your rights, we will inform you via the website or by e-mail.