Privacy Policy

Effective date: 13 September 2026

MatchVet (“we”, “our”, “us”) operates the MatchVet mobile application, website and WhatsApp assistant. This Privacy Policy explains how we collect, use, share, and protect user information when you use our platform. By accessing or using MatchVet, you agree to the terms of this Privacy Policy.

1. About MatchVet

MatchVet is a technology platform that connects animal owners with independent veterinarians for consultations and veterinary services. MatchVet itself does not provide medical advice, diagnosis, or treatment.

All veterinary services are delivered independently by licensed veterinarians. MatchVet is not a clinic and does not control or guarantee medical outcomes.

2. Information We Collect

a. Personal Information

We may collect the following personal data when you register or use the app:

• Full name
• Email address
• Phone number
• Profile photo (if uploaded)
• User role (animal owner or veterinarian)
• Valid veterinary license number (from vets)

b. Animal & Service Information

To enable veterinary services, we collect information provided by users, including:

• Animal or pet details (such as species, age, and medical history shared by the user)
• Service requests and appointment details
• Pricing, offers, and negotiation data
• Location information for clinic or in-home services

c. Communication Data

• Messages exchanged between animal owners and veterinarians within the app
• Messages sent to our support team

d. Technical and Usage Data

We automatically collect certain technical information, including:

• Device type and operating system
• IP address
• App usage behavior and interactions
• Crash logs and performance diagnostics

3. How We Use Your Information

We use collected information to:

• Connect animal owners with veterinarians
• Enable bookings, consultations, and service requests
• Facilitate in-app communication and negotiations
• Improve platform performance and user experience
• Provide customer support
• Maintain platform safety and prevent misuse
• Comply with legal and regulatory requirements

4. Data Sharing and Disclosure

We do not sell user data.

Information may be shared:

• Between animal owners and veterinarians when a service request or consultation is initiated
• With trusted third-party service providers, including cloud hosting, analytics, and crash reporting services, strictly for operating and improving the app
• When required by law, court order, or legal process

All third-party partners are obligated to protect user data and use it only for authorized purposes.

5. Permissions and Device Access

MatchVet may request access to certain device permissions, including:

• Camera (for profile photos or uploads)
• Storage (for uploading images or documents)
• Location (to show nearby veterinarians and enable in-home services)

These permissions are used only for their intended functionality. Users can manage or revoke permissions at any time through device settings.

6. Data Storage, Retention, and Security

User data is stored on secure servers with reasonable administrative and technical safeguards in place. Access to data is restricted to authorized personnel only.

We retain personal data only for as long as necessary to:

• Provide our services
• Comply with legal obligations
• Resolve disputes
• Enforce agreements

When data is no longer required, it is securely deleted or anonymized.

While we take reasonable steps to protect data, no system is completely secure, and we cannot guarantee absolute security.

7. User Rights and Account Deletion

Users have the right to:

• Access and update their personal information
• Request correction of inaccurate data
• Request account and data deletion at any time

Account deletion requests can be made by contacting us at contact@matchvet.com. For full instructions, see our account deletion page.

Upon verification, all associated personal data will be permanently deleted unless retention is required by law.

8. Location Information

If location services are enabled, MatchVet may collect approximate or precise location data to:

• Display nearby veterinarians
• Enable in-home veterinary services

Location access can be disabled at any time via device settings.

9. Our WhatsApp Assistant (Minsa)

MatchVet offers an AI assistant, Minsa, on WhatsApp. It helps you judge whether your pet needs a vet now and connects you with an available veterinarian. Minsa is an AI, not a veterinarian, and does not diagnose or prescribe.

What we collect when you message Minsa

• Your WhatsApp phone number and WhatsApp profile name
• The messages you send, including voice notes and photos
• Details about your pet and its condition that you choose to share
• Your area, or your location if you share it
• Your email address, if you verify one with a one-time code

How it is processed

• Messages are delivered through the WhatsApp Business Platform, operated by Meta.
• To understand and reply to your messages, their content — including transcribing voice notes and reading photos — is processed by Google’s Gemini models on Google Cloud.
• Photos and voice notes are used to answer the message they arrived in and are not stored by MatchVet. We keep a text record of recent conversation so Minsa can follow what you have already said.

What a veterinarian sees

When you book, the veterinarian you choose receives your pet’s details, a short summary of its condition, your area and your preferred time. Your phone number is shared with the veterinarian only after they accept the booking.

Clearing your conversation

Send reset to Minsa at any time to delete your conversation history. To delete your bookings and account details as well, email us at contact@matchvet.com.

10. Children’s Privacy

MatchVet is not intended for use by children under the age of 13. We do not knowingly collect personal data from children. If such data is identified, it will be deleted immediately.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. Updates will be posted within the app or on our website. Continued use of MatchVet indicates acceptance of the revised policy.

12. Contact Information

If you have any questions about this Privacy Policy or your data, you can contact us at:

• MatchVet (SMC Pvt Ltd)
• Pakistan
• Email: contact@matchvet.com