Privacy Notice

Ask Arlo is operated by Raidical Ltd, a company registered in England and Wales under company number 16694183, with its registered office at 3 Wimpole Street, London W1G 9SQ. We are registered with the Information Commissioner's Office (ICO) under registration number ZC130367.

For data protection queries, contact privacy@askarlo.co.uk. For copyright matters, contact copyright@askarlo.co.uk.

Where we are the controller. We decide how and why we use information about users of Ask Arlo and people invited to join a practice account; visitors to our website; people who book a demo, attend our events or are referred to us; our sales representatives; members of our community forum; people who send us copyright notices; and job applicants.

Where your practice is the controller. When a practice uses Ask Arlo for clinical work, the practice is the controller and we act as its processor. This covers consultation transcripts, clinical notes, prescriptions, patient records, pet owner details, clinical documents and photos, travel cases, and content the practice adds to shared Brains and standard operating procedures. We process this information only on the practice's instructions under our data processing agreement. The practice's own privacy notice explains how it uses this information, and requests about it should be made to the practice.

Where a veterinary group or other organisation provides Ask Arlo to its staff, that organisation is also the controller for the account information it manages.

Information about an animal's health is not sensitive (special category) data under UK data protection law. Where it is linked to a pet owner, however, it is personal data and we protect it accordingly.

Users. Your name, work email address, practice, country and role; your RCVS registration number, if you provide it, and the registration details the RCVS public register holds for it; answers you choose to give about yourself when you sign up, such as your role, the type of practice you work in, the species you work with and the size of your team; the name and registration number you add when signing notes, prescriptions and procedures; and feedback you give us. If a practice invites you to join its account, it gives us your email address, role and position so that we can send you the invitation.

Usage information. The features you use, session, device and browser information, and performance and error data. We use IP addresses to protect the service, for example to limit repeated sign-in attempts. If you allow advertising cookies on our website, we also share your IP address and browser details with Meta to measure how our advertising performs.

Content you add when using Ask Arlo. Chat questions, consultation transcripts and notes, prescriptions, documents and files you upload, writing samples used to learn your style, and travel case details. Please do not include pet owner or patient identifiers in chat questions. The exception is a question naming a patient in one of your practice's own Brains, where your practice has switched on past-record search: Ask Arlo checks the name against your practice's records, asks you to confirm which animal you mean, and answers from that patient's records with identifying details removed before anything is sent to our AI providers.

Pet owners and others present at a consultation. When a consultation is recorded, Ask Arlo transcribes what is said, which may include the voices of the owner, family members and practice staff. We keep the transcript, not the audio. Practices may also record owner names, contact details and addresses, and information about their animals, such as the weights and clinical photos the practice adds.

Practice management systems. If a practice connects its practice management system to Ask Arlo, we receive its owner and patient records, appointments, consultation records, invoices and lab results from it, and we store the practice's login for that system in encrypted form.

Website visitors, demo bookings, events and referrals. The details you give us, such as your name, email address, phone number, practice and role. With your consent, we also use cookies and similar technologies for analytics and advertising measurement. Our Cookie Policy explains these.

Sales representatives. If you represent Ask Arlo: your name, email address and the region you cover, our notes about your work with us, and how often your referral links are used and the sign-ups that come from them.

Community forum members. Your email address, username, display name, RCVS number if you provide it, and your posts, which are public.

Copyright notices. Your name, email address, organisation and the details of your notice.

AI Scribe: consultation audio is sent securely to our transcription provider as it is recorded and is not stored by us. We keep the transcript and the notes generated from it. Practices are responsible for telling clients that a consultation will be recorded and for obtaining any agreement they need.

AI processing: our features use AI providers to draft notes, summarise records and answer questions. Where possible, we remove identifying details such as names and contact details before information is sent. Where this is not possible, for example with consultation audio, the information is processed under our agreements with those providers.

Pre-Consult Brief: this uses AI to summarise the patient record and previous notes, with each point linked to its source.

Prescriptions: these are drafted from the consultation for the vet to check and sign. If the practice chooses to email a prescription, we send it on the practice's behalf.

Pet Travel: travel requirements are compiled from official government sources, which receive none of your data. Checklists are guidance and should be checked before use. If a practice switches on automatic name reading, the text of a travel enquiry is sent to our AI provider as written, so that the pet's and owner's names can be filled in; everywhere else in Pet Travel, names are removed first.

Brains: a Brain can be personal or shared across your practice. Signed notes added to a patient's Brain are de-identified first.

Writing style: Ask Arlo learns your writing style from sample notes to personalise your drafts. You can delete your style profile at any time in your settings.

Browser extension: the Ask Arlo extension for Google Chrome shows Ask Arlo in the browser's side panel. It stores one setting on your device, which Ask Arlo address to open, and does not read or collect the content of other websites you visit. Anything you do in the side panel is Ask Arlo itself and is handled as described in this notice. To use Scribe in the side panel, Chrome asks once for permission to use your microphone; the audio is then handled as described under AI Scribe above.

• To provide Ask Arlo and manage your account, because this is necessary to perform our contract with you or your practice.
• To check your RCVS registration number against the public register, because we have a legitimate interest in confirming that users are veterinary professionals.
• To personalise your drafts and make your Brains searchable, because we have a legitimate interest in providing a useful, personalised service.
• To keep the service secure and reliable, and to improve it, because we have a legitimate interest in doing so.
• To run the community forum, because this is necessary to provide the forum under its terms.
• To respond to enquiries, demo bookings and event registrations, and to track referrals, because we have a legitimate interest in doing so.
• To send marketing emails and to measure our website and advertising, where you have consented. You can withdraw your consent at any time.
• To deal with copyright notices, comply with the law and establish or defend legal claims, where this is a legal requirement or in our legitimate interests.
• In connection with a sale, merger or investment in our business, because we have a legitimate interest in doing so, subject to confidentiality.

• Service providers that help us run Ask Arlo, including hosting and storage, AI, transcription, search, email, website analytics, advertising measurement, demo scheduling and security providers. They act only on our instructions and must keep information secure.
• Your practice and its team, who can see content shared within the practice account.
• Recipients the practice chooses, such as a pet owner or pharmacy receiving a prescription.
• The RCVS, when we check a registration number against its public register.
• Professional advisers, such as lawyers and accountants, under duties of confidentiality.
• Regulators, law enforcement and courts, where we are required to by law.
• Prospective buyers or investors, in connection with a sale, merger or investment, under confidentiality obligations.

Posts in the community forum are public. Practices can request details of the providers we use under their data processing agreement. We do not sell personal data.

Some of our service providers, including our AI, search, email and website service providers, are located in the United States. Where personal data is transferred outside the UK, we make sure it is protected, either because the UK recognises the destination as providing adequate protection or by using contractual safeguards approved under UK law. Contact us if you would like more information about these safeguards.

We keep personal data only for as long as we need it for the purposes described in this notice:

• Account information: while your account is active, and then for as long as we need it to deal with any queries or legal obligations.
• Technical logs, performance records and usage records: up to 90 days.
• Activity history in a practice account (for example, who signed a note or changed a Brain): for as long as the practice's account exists, as the practice's audit record.
• Usage statistics (daily totals for each practice, used for reporting and planning the service): while the practice's account is active and for up to two years after it ends.
• Clinical information: for as long as your practice instructs and for the duration of its agreement with us. At the end of the agreement, we deal with it as set out in our data processing agreement.
• Consultation audio: not stored.
• Enquiries, demo bookings, event registrations and referrals: for as long as we need them to follow up with you, or until you ask us to stop.
• Forum accounts and posts: while your forum account is active.
• Copyright notices: for as long as we need them to deal with the notice and any related claim.
• Job applicants: see Section 11.

We use appropriate technical and organisational measures to protect personal data, including encryption in transit, encryption of sensitive credentials, separation of each practice's data and restricted access. No system is completely secure, so please contact us if you have any concerns.

You have the right to access, correct or delete your personal data, to restrict or object to how we use it, to receive a copy in a portable format, and to withdraw consent where we rely on it.

To exercise your rights, contact privacy@askarlo.co.uk. We will respond within one month. For information your practice controls, please contact the practice directly. If you contact us, we will pass your request on.

If you apply for a role with us, we collect the information you send us, any work you share with us, and notes from your interviews. If we make you an offer, we will also check your right to work in the UK.

We use this information to manage our recruitment process, assess your suitability and decide whom to hire. We may also keep it to respond to any legal claims. We do this because it is necessary before entering into a contract with you and because we have a legitimate interest in recruiting the right people. Right-to-work checks are a legal requirement.

Your information is seen only by those involved in the recruitment process, including advisers who help us assess candidates, and by our IT service providers. We do not use automated decision-making in recruitment.

If your application is unsuccessful, we keep your information for 6 months and then delete it, unless you agree that we may keep it for future roles. If you join us, it will be transferred to your employee record.

You do not have to provide your information, but we cannot consider your application without it. Your rights are set out in Section 10.

Ask Arlo is intended for veterinary professionals and students and is not directed at anyone under 18. If you believe we have collected information about someone under 18, please contact us and we will delete it.

If you are unhappy with how we have handled your information, please contact us first so that we can try to resolve it. You also have the right to complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.

We may update this notice from time to time. If we make significant changes, we will tell you by email or in the app before they take effect. The effective date at the top shows when it was last updated.