Privacy Policy

Last Updated: March 10, 2025

1. Introduction

Welcome to Mero (“we,” “us,” or “our”). Mero is an AI-based Vet Clinic Assistant and administrative assistant for veterinary clinics (“Service” or “Services”). This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you access or use our Services—including our website, applications, and online features—whether on a free trial basis or as a paid subscriber. By using the Services, you consent to the practices described in this Policy. If you do not agree, please do not use the Services.

U.S.-Based Service: Our Services are intended for use by veterinary clinics located in the United States. This Privacy Policy is designed to comply with U.S. privacy laws and regulations.

Relationship to Other Agreements: By accepting this Privacy Policy, you also acknowledge and agree to our Terms and Conditions and User Agreement, which together form the complete legal framework governing your use of our Services.

2. Information We Collect

2.1 Personal Identification Information

We may collect personal information from veterinary staff or authorized users such as:

• Name
• Professional or Clinic Role/Title
• Contact Details (email address, phone number)
• Account Login Credentials

2.2 Veterinary Clinic Information

We collect details about your clinic to deliver the Services effectively:

• Clinic Name, Location, Staff Rosters, Scheduling Data
• Billing or Subscription Information (e.g., plan type, payment method)
• Any other administrative data you choose to provide or manage via the Services.

2.3 Pet and Pet-Owner Healthcare Information

In order to facilitate administrative tasks, we may process:

• Limited Pet or Patient Data such as name, species, breed, appointment history, or other relevant notes for scheduling and operational purposes.
• Pet-Owner Information including names, contact details, and any other information you provide to us in connection with scheduling, billing, or delivering services to pet owners.

All pet and pet-owner data is used solely to deliver the Services effectively and is never shared or sold to third parties. Depending on local regulations, veterinary data may be considered sensitive; we maintain safeguards described in this Policy to help protect it. However, we do not provide professional veterinary advice, and all final decisions remain with the licensed veterinarian.

2.4 Free Trial Usage

During the free trial, we collect and process data in the same manner as stated above. Please note the free trial period is provided on an “as-is” basis and features may be subject to change or discontinuation. Data collected during the free trial will be handled per this Policy, including any sections below on retention or deletion if you do not convert to a paid plan.

2.5 Payment and Billing Information

If you opt for a paid subscription, we collect:

• Billing Name and Address
• Payment Method Details (card type, last four digits, expiration date)
  Actual payment processing is handled by third-party providers (e.g., Stripe); we do not store full card numbers.

2.6 Usage Data

We collect certain information automatically when you access or use our Services, including:

• Device and Browser Information (IP address, operating system, browser type)
• Log Data (access times, pages viewed, system activity, error reports)
• Cookies and Similar Technologies (for session management, analytics, preference storage)

3. How We Use Your Information

We use the information we collect for various legitimate interests, including:

1. Providing and Improving Services
   To enable AI-driven task automation, scheduling, billing workflows, and relevant veterinary clinic operations.
2. Personalization
   To tailor certain features or preferences within the Services.
3. Analytics and Research
   To evaluate usage trends, monitor performance, and plan future improvements.
4. Communications
   To send you important updates, administrative messages, newsletters, or respond to inquiries.
5. Compliance and Security
   To enforce applicable legal terms, prevent fraud, and maintain the integrity of our platform.
6. Transition from Free Trial to Paid Plan
   To seamlessly carry over relevant clinic and user data if you choose to upgrade from a free trial to a paid subscription.

4. AI-Specific Disclosures

4.1 AI-Driven Insights

Our AI functionality may capture user inputs (e.g., transcripts, scheduling or billing prompts) to process tasks or create automated recommendations. We do not provide guaranteed medical or veterinary advice; all outputs are suggestions to be reviewed by qualified professionals.

4.2 Data Use for AI

• Storage of Inputs: We may store transcripts, chat content, or user-generated instructions to refine task processing, improve feature reliability, or troubleshoot errors.
• Model Improvements: We do not knowingly incorporate personal or clinic-specific data to train public, third-party AI models. Any improvement to our AI is conducted using controlled datasets and anonymized or aggregated information where feasible.
• No External Training: User inputs, pet data, pet-owner data, and any associated content are never used to train any public or third-party AI model. If any AI model improvements occur, they are done in a controlled and internal manner, using either anonymized data or user-specific data solely to improve the service for that specific user.
• Access Controls: Only authorized personnel with a legitimate business need may access raw AI inputs or logs.

5. Disclosure of Your Information

We do not sell or rent personal information to third parties. We may share or disclose data in the following circumstances:

1. Service Providers
   We work with third-party companies (e.g., cloud hosting, payment processors, analytics tools) that assist with our business operations. These vendors are contractually obligated to protect your data and only use it for the specified purpose.
2. Business Transactions
   If Mero is involved in a merger, acquisition, or asset sale, your information may be transferred to the acquiring entity subject to confidentiality and appropriate protections.
3. Legal Obligations
   We may disclose data when required by law, court order, or other legal processes; or to protect the rights, property, or safety of Mero, our users, or others.
4. Anonymized or Aggregated Data
   We may share non-personal, de-identified, or aggregated usage statistics with partners or for marketing purposes.

6. International Data Transfers

If you access or use the Services from outside the country where our servers or offices are located, your information may be transferred across international borders. We implement standard contractual clauses or other appropriate safeguards to ensure such transfers comply with applicable data protection laws.

7. Data Retention

7.1 Retention Periods

• Active Subscription: We retain personal and clinic data as needed to provide the Services for the duration of your subscription.
• Free Trial: If you do not convert to a paid plan, we may retain your data for a brief period (e.g., 30 days) in case you decide to subscribe later. After that period, data may be deleted or anonymized.
• Support/Diagnostic Logs: We may keep certain operational or error logs for a reasonable time to diagnose issues, enhance reliability, or comply with legal obligations.
• AI Conversation Logs: We may retain AI conversation logs, transcripts, and related user inputs indefinitely to improve service quality, troubleshoot issues, and ensure service continuity for your specific account.

7.2 Data Deletion Requests

You may request deletion of specific personal data by contacting us at info@joinmero.com. We will honor such requests as required by law or internal policy, provided no legitimate legal, business, or contractual reason exists to retain the information.

8. Security

We employ administrative, technical, and physical safeguards designed to protect your data against unauthorized access, alteration, disclosure, or destruction. These measures may include:

• Encryption in transit (e.g., TLS)
• Restricted Access Controls (role-based permissions)
• Regular Security Assessments
  No security system can be guaranteed 100% effective, and data transmissions over the internet involve inherent risks.

9. Cookies and Tracking Technologies

We use cookies, web beacons, and similar technologies to:

• Remember user preferences,
• Analyze usage patterns,
• Track overall engagement with our Services.

Most web browsers allow you to refuse cookies, but doing so may degrade some functionality.

10. Children's Privacy

Our Services are intended for veterinary professionals and are not aimed at minors. We do not knowingly collect personal information from individuals under the age of 18. If we discover we have inadvertently collected such information, we will delete it promptly.

11. Changes to This Privacy Policy

We may update this Policy from time to time to reflect changes in our practices or legal requirements. When we do, we will revise the "Last Updated" date at the top. If changes are significant, we may provide you with additional notice (e.g., via email or a prominent notice on our website).

12. Your Rights and Choices

Where required by applicable law, you may have the right to:

• Access the personal data we hold about you,
• Request correction of inaccurate data,
• Request deletion of your personal data,
• Object to or restrict certain forms of processing,
• Opt out of marketing communications at any time.

To exercise these rights or for questions about your account, contact us at info@joinmero.com. We will respond as soon as reasonably possible, consistent with applicable laws.

13. Contact Us

If you have any questions about this Privacy Policy or wish to request further information, please reach out to:

Mero
info@joinmero.com

Accessibility: If you require this Privacy Policy in an alternative format for accessibility reasons, please contact us at the email address above, and we will provide assistance.

By using our Services—whether on a free trial or paid subscription—you acknowledge that you have read and understand this Privacy Policy and agree to be bound by it. We appreciate the trust you place in Mero and are committed to safeguarding your data to the best of our ability.