Privacy Policy

We at Milo & Mew Veterinary, Inc. (together with our affiliates, "Milo & Mew Veterinary, Inc.", "we", "our" or "us") respect your privacy and are strongly committed to keeping secure any information we obtain from you or about you. This Privacy Policy describes our practices with respect to Personal Data that we collect from or about you when you use our website, applications, and services (collectively, "Services").

1. Personal Data we collect

We collect personal data relating to you ("Personal Data") as follows:

Personal Data You Provide: We collect Personal Data if you create an account to use our Services, visit our clinic, or communicate with us as follows:

• Account & Client Information: When you create an account with us or register as a client, we will collect information associated with your account, including your name, contact information, account credentials, date of birth, payment information, and transaction history (collectively, "Account Information").
• User Content: We collect Personal Data that you provide to us, such as files, images, and audio (for example, photos of your pets or medical records), depending on the features you use.
• Communication & Consent Information: If you communicate with us, such as via email, SMS/text message, or our pages on social media sites, we may collect Personal Data like your name, contact information, and the contents of the messages you send.
• Social Features/Public Interactions: If you interact with our social media pages or content (e.g., like, comment, share), your interactions may be visible to others on that platform and governed by that platform's privacy policy.

Personal Data We Receive from Third Parties: We may receive Personal Data about you from third parties in connection with providing our Services and operating our business, such as laboratories and diagnostic partners, referral clinics (with your direction/authorization where required), booking/payment/CRM providers, and advertising/analytics partners (e.g., to measure ad performance and attribute conversions).

• Lead Forms on Third-Party Platforms: If you submit a lead form via a third-party platform (e.g., Meta, TikTok, or LinkedIn), we collect the information you provide (such as name, email, and phone number) directly from that platform to contact you about your inquiry.

SMS/Text Message Consent & Usage

By providing your mobile phone number to us, you confirm you are 18 years of age or older and agree to be contacted by or on behalf of Milo & Mew Veterinary, Inc. at the mobile number you have provided.

• Operational Texts (Appointment Reminders/Medical Updates): By providing your mobile number to us for account or appointment purposes, you consent to receive operational text messages regarding your pet's health, appointment reminders, billing, or account security. You may opt out of SMS at any time by replying STOP. If you opt out, we may contact you by phone and/or email for time-sensitive medical, billing, or account communications.
• Marketing Texts: We will only send you promotional text messages (e.g., special offers, events, or new services) if you have provided separate, express written consent (such as checking a box on a form or signing up online).
• CASL Compliance: We include required identification and unsubscribe instructions in our commercial electronic messages (including marketing emails and marketing texts), consistent with applicable law.
• Not a Condition of Purchase: Consent to receive marketing text messages is not a condition of purchasing any goods or services.
• Program Details: Message frequency varies. Message and data rates may apply.
• Opt-Out: You can cancel text messages at any time by texting "STOP" to the short code or number provided. This will opt you out of all text messaging from us. If you want to join again, just sign up as you did the first time.
• Support: If you are experiencing issues with the messaging program you can reply with the keyword "HELP" for more assistance, or you can get help directly at hello@miloandmew.com.
• Carriers: Carriers are not liable for delayed or undelivered messages.

Email Consent: By providing your email address, you consent to receive administrative notices and, if you opt-in, promotional emails.

Personal Data We Receive from Your Use of the Services

When you visit, use, or interact with our digital Services (such as our website or booking portal), we receive the following information about your visit, use, or interactions ("Technical Information"):

• Log Data: We collect information that your browser or device automatically sends when you use our Services. Log data includes your Internet Protocol address, browser type and settings, the date and time of your request, and how you interact with our Services.
• Usage Data: We collect information about your use of the Services, such as the types of content that you view or engage with, the features you use and the actions you take.
• Device Information: We collect information about the device you use to access the Services, such as the name of the device, operating system, device identifiers, and browser you are using.
• Technical Request Data: We may collect technical request data (such as IP address, user-agent, accept-language, timestamp, and limited referrer information) and we take steps to avoid collecting sensitive header values (such as authorization tokens) for fraud prevention and security. We may use third-party services (e.g., MaxMind) to help detect fraud, secure our systems, and derive general location from IP address.

2. How we use Personal Data

We may use Personal Data for the following purposes:

• To provide, analyze, and maintain our Services, for example to respond to your inquiries or manage appointments;
• To communicate with you regarding your pet's health, appointment reminders, and billing;
• To send you promotional information via email or SMS (if you have opted in) regarding our Services, special offers, or events;
• To improve and develop our Services;
• To prevent fraud, illegal activity, or misuses of our Services;
• To comply with legal obligations and to protect the rights, privacy, safety, or property of our users, Milo & Mew Veterinary, Inc., or third parties;
• AI & Automated Processing: To assist in providing our Services through the use of automated systems or artificial intelligence (e.g., for appointment scheduling, transcription of medical notes, or diagnostic support). We do not use automated processing to make final decisions about your pet's diagnosis or treatment without veterinary review.

Opt-Out for Communications

• Emails: You may unsubscribe from our promotional emails at any time by following the instructions included in those emails.
• SMS/Text: You may opt out of receiving all text messages from us at any time by replying STOP.

3. Cookies, Analytics & Online Advertising

Meaningful Consent (PIPEDA Compliance)

We use cookies and similar technologies for analytics and interest-based advertising. We provide a cookie banner and preference center that allows you to accept or reject non-essential analytics and advertising cookies. You can withdraw or update your preferences at any time using the choices link below.

Third-Party Tools

We utilize third-party analytics and advertising tools to understand website traffic, improve your experience, and deliver relevant advertisements across the internet. These partners may collect identifiers (such as IP addresses and cookie IDs) and browsing data. Specific providers we use include:

• Analytics: Google Analytics.
• Advertising & Social Media Pixels: Meta (Facebook/Instagram), Reddit, TikTok, and YouTube (Google).

Purposes of Collection

• To analyze how visitors use our website.
• To retarget visitors with relevant ads on social media platforms (e.g., showing you an ad for a service you viewed).
• To measure the effectiveness of our advertising campaigns.

Ad Measurement & Attribution

We and our advertising partners may use cookies/pixels and similar technologies to measure ad performance (e.g., impressions, clicks, conversions) and to attribute actions on our website to advertising campaigns. In some cases, advertising partners may be able to associate these signals with information they hold about you (for example, if you are logged into their service).

Your Choices & Do Not Track

• You can manage your cookie preferences and opt out of behavioral advertising tracking by visiting: https://miloandmew.com/privacychoices.
• In addition to our preference center, you can opt out of receiving targeted ads from members of the Network Advertising Initiative ("NAI") on the NAI's website or the Digital Advertising Alliance ("DAA") on the DAA's website.
• Do Not Track: Some browsers offer "Do Not Track" signals. Our website does not respond to "Do Not Track," but we recognize and honor the Global Privacy Control (GPC) signal for opt-out of sale/sharing where required.

4. Disclosure of Personal Data

We may disclose your Personal Data in the following circumstances:

• Vendors and Service Providers: To assist us in meeting business operations needs and to perform certain services (such as laboratory testing, appointment scheduling software, or payment processing), we may disclose Personal Data to vendors and service providers.
• Business Transfers: If we are involved in strategic transactions, reorganization, or transition of service to another provider, your Personal Data may be transferred to a successor or affiliate.
• Government Authorities: We may share your Personal Data with government authorities if required to do so to comply with a legal obligation (e.g., rabies reporting or controlled substance monitoring).

No Mobile Information Sharing: Notwithstanding the above, mobile subscriber information (phone numbers) and opt-in consent data will not be shared with any third parties, affiliates, or partners for their marketing/promotional purposes.

5. Retention

We retain Personal Data only as long as reasonably necessary to provide the Services, operate our business, comply with legal and professional obligations, resolve disputes, and enforce our agreements.

Legal/professional retention overrides account deletion. Even if you request deletion of your account, we may be required (or permitted) to retain certain records for specific periods, including:

• Veterinary medical records: retained for at least the minimum period required in the jurisdiction where care is provided (see Section 6).
• Financial, billing, and tax records: we may retain records such as invoices, receipts, payment transaction records, refund/chargeback records, and accounting ledger entries as required by law and for audit/financial compliance purposes. In Canada, required records and supporting documents are generally kept for six (6) years from the end of the last tax year they relate to.
• California tax recordkeeping: retention periods vary by record type; we generally retain required tax, accounting, and supporting records for at least 4 years and often longer (e.g., up to 7 years) where required for audits, disputes, or legal obligations.

Where feasible, we will de-identify or minimize retained data when we no longer need it for the purposes above.

6. Veterinary Medical Record Retention

Specific laws and regulations govern the retention of veterinary medical records.

Mandatory retention period: We are required to retain veterinary medical records for at least the minimum period required by the jurisdiction where services are provided, including:

• California: at least 3 years after the animal's last visit.
• Florida: at least 3 years after the date of last entry in the medical record.
• Texas: at least 3 years after the last visit (including radiographs).
• Ontario: at least 5 years after the last entry is made in the record.
• British Columbia: at least 7 years after the last entry is made in the record (and, in practice, at least 7 years from the last visit where that is later).

We cannot delete or destroy veterinary medical records before the mandatory retention period expires, even if you delete your account or request erasure.

Account deletion: If you request deletion of your account, we will deactivate your access credentials and remove your marketing preferences from our active systems within 30 days of your request. We may also remove saved payment methods from our active systems where feasible. However, veterinary medical records and required financial/billing/tax records will be archived securely and retained for the periods required by law, and then destroyed or de-identified in accordance with our retention practices.

7. Cross-Border Processing

We and our service providers may process and store Personal Data outside your province/territory or outside Canada (including in the United States). Where this occurs, information may be subject to the laws of the jurisdiction where it is processed, and may be accessible to law enforcement or national security authorities in that jurisdiction.

8. Your rights

Depending on where you live, you may have certain statutory rights in relation to your Personal Data. For example, you may have the right to:

• Access your Personal Data and information relating to how it is processed.
• Delete your Personal Data from our records (subject to the Veterinary Medical Record Retention clause above).
• Update or correct your Personal Data.
• Transfer your Personal Data to a third party.
• Withdraw your consent.

9. Security

We implement commercially reasonable technical, administrative, and organizational measures designed to protect Personal Data from loss, misuse, and unauthorized access, disclosure, alteration, or destruction.

10. Children

Our Services are not directed to, or intended for, children under 13. We do not knowingly collect Personal Data from children under 13. We do not have actual knowledge that we sell or share the personal information of consumers under 16 years of age.

11. California Privacy Rights (CCPA & CPRA)

A. California Notice at Collection

This Notice at Collection applies to California residents and describes the Personal Data we collect, the purposes for which we use it, and our retention practices. This Notice at Collection is provided at or before the point of collection (e.g., on our intake/booking forms and cookie banner) and links to this Privacy Policy.

Sources of Personal Data: We collect Personal Data (i) directly from you, (ii) automatically from your device/browser when you use our Services, and (iii) from third parties such as laboratories/diagnostic partners, referral clinics (as authorized), booking/payment/CRM providers, and advertising/analytics partners.

Categories of Personal Data We Collect & Share

We collect the following categories of Personal Data. We do not sell your Personal Data for money; however, our use of third-party advertising cookies may be considered "sharing" under California law (meaning we make data available to third parties for cross-context behavioral advertising).

Category	Business Purposes	Retention Period	Sold or Shared?	Categories of Third Parties to Whom PI is Sold/Shared
Identifiers (Name, email; Online identifiers like IP/cookie IDs)	Account management, communication, security.	Account active + 4 years.	Shared (Online identifiers only)	Advertising Networks; Social Networks; Analytics Providers.
Customer Records / Financial Info (Payment card data, billing address, DOB)	Billing, fraud prevention, legal compliance.	Account active + 7 years (tax/audit).	No	N/A
Commercial Information (Pet medical history, transactions)	Vet services, billing, inventory.	Per applicable veterinary retention laws (see Section 6).	No	N/A
Audio/Visual Information (Photos, audio recordings)	Medical records, identification.	Per applicable veterinary retention laws.	No	N/A
Internet Activity (Browsing history)	Analytics, improving services, marketing.	12 months.	Shared	Advertising Networks; Social Networks; Analytics Providers.
Geolocation Data (General location via IP)	Fraud prevention, service localization.	12 months.	Shared	Advertising Networks; Social Networks; Analytics Providers.
Sensitive PI (Account log-in/password)	Security and authentication.	Duration of account.	No	N/A

Note on Sharing: We do not disclose your name, email, or account details to advertising partners unless you directly engage with a specific feature that transmits it. "Sharing" in the table above refers primarily to technical online identifiers used for site analytics and advertising attribution.

Your Right to Opt-Out of Selling/Sharing

You have the right to opt out of the "sharing" of your Personal Data for cross-context behavioral advertising. You may exercise this right through the following methods:

• Global Privacy Control (GPC): We recognize and honor the Global Privacy Control (GPC) signal. If your browser or extension sends a GPC signal, we will automatically treat that signal as a valid request to opt out of the sale/sharing of your Personal Data for that browser.
• Web Link: You may click the link titled "Do Not Sell or Share My Personal Information" located in the footer of our website (or visit https://miloandmew.com/privacychoices) to manage your cookie preferences.

B. Disclosures for Business Purposes

In the preceding 12 months, we have disclosed the following categories of Personal Data for a business purpose (e.g., to our service providers who perform services on our behalf):

• Identifiers (to cloud hosting providers, email service providers, and CRM platforms).
• Customer Records / Financial Info (to payment processors and accounting software).
• Commercial Information (to practice management software and laboratory partners).
• Sensitive PI (to security and authentication providers).

These disclosures are made to Service Providers who are contractually restricted from using your data for any purpose other than providing the services we requested.

C. Your Rights Under the CCPA/CPRA

If you are a California resident, you have the following rights:

• Right to Know: You may request that we disclose the categories and specific pieces of Personal Data we have collected, used, disclosed, or shared about you.
• Right to Delete: You may request that we delete Personal Data we have collected from you, subject to certain exceptions.
• Right to Correct: You may request that we correct inaccurate Personal Data we maintain about you.
• Right to Limit Use of Sensitive Personal Information: We do not use Sensitive Personal Information for purposes other than those necessary to provide our goods and services.
• Right regarding Automated Decision-Making Technology (ADMT): Effective January 1, 2026, you may have rights to access information about and opt-out of certain uses of automated decision-making technology.
• Right of Non-Discrimination: We will not discriminate against you for exercising your privacy rights.

"Shine the Light" Law: California Civil Code Section 1798.83 permits California residents to request certain information regarding our disclosure of personal data to third parties for their direct marketing purposes.

Exercising Your Rights

To exercise your rights to know, delete, or correct, please submit a request by:

• Calling us at: +1 (416) 804-3433
• Completing our web form: https://miloandmew.com/privacy-request
• Emailing us: dsar@miloandmew.com

Response Timing: We will respond to verifiable requests within 45 days of receipt. If we need more time, we may take up to an additional 45 days and will notify you of the extension and the reason.

Authorized Agents: You may use an authorized agent to submit requests on your behalf. We may require proof of the agent's authorization and may also verify your identity directly with you.

Verification: To protect your privacy, we will take steps to verify your identity before fulfilling your request. This may involve asking you to confirm data points we already have on file (such as your pet's name, your phone number, or your last transaction date). If we cannot verify your identity, we may be unable to honor your request. We will not require you to create an account to submit a request. We do not require identity verification for requests to opt out of sale/sharing.

12. Additional U.S. State Disclosures

Nevada: Nevada law gives Nevada consumers the right to request that a company not sell their personal information for monetary consideration. We do not sell your personal information for money. If you are a Nevada consumer and wish to submit a request, please email hello@miloandmew.com.

Florida (Florida Digital Bill of Rights)

If you are a Florida resident, and to the extent the Florida Digital Bill of Rights applies to our processing of your Personal Data, you may have the right to: (a) confirm whether we are processing your Personal Data and access it; (b) correct inaccuracies; (c) delete Personal Data; (d) obtain a copy of your Personal Data; and (e) opt out of the processing of Personal Data for purposes of targeted advertising, the sale of Personal Data, or certain profiling. You may also have the right to opt out of the processing of sensitive data, and to opt out of collection of Personal Data through a voice recognition or facial recognition feature (if used).

• Response timing / appeals: We will respond to verifiable requests within 45 days (with a possible 15-day extension where permitted), and we will respond to appeals within 60 days.
• How to exercise rights: Submit a request using the methods listed in Section 11(C) (Exercising Your Rights).

Texas (Texas Data Privacy and Security Act)

If you are a Texas resident, and to the extent the Texas Data Privacy and Security Act applies to our processing of your Personal Data, you may have the right to: (a) confirm whether we are processing your Personal Data and access it; (b) correct inaccuracies; (c) delete Personal Data; (d) obtain a copy of your Personal Data in a portable format; and (e) opt out of processing for purposes of targeted advertising, the sale of Personal Data, or certain profiling.

• Universal opt-out signals: Where required, we recognize universal opt-out mechanisms (such as Global Privacy Control) for opt-out requests.
• Response timing / appeals: We will respond to verifiable requests within 45 days (with a possible 45-day extension where permitted). If we deny your request, you may appeal our decision and we will respond to appeals within 60 days.
• How to exercise rights: Submit a request using the methods listed in Section 11(C) (Exercising Your Rights).

13. Changes to the privacy policy

We may update this Privacy Policy from time to time. When we do, we will publish an updated version and effective date on this page.

14. How to contact us

Please contact us at hello@miloandmew.com or via our website if you have any questions or concerns not already addressed in this Privacy Policy.

Privacy Officer

Mak Pashang, CTO
Milo & Mew Veterinary, Inc.
505 Howard Street
Suite 1000
San Francisco, CA 94105-3204
Phone: +1 (416) 804-3433
Email: mak@miloandmew.com