Onward Paws, LLC (“Onward Paws,” “we,” “us”) makes EuthBook, a scheduling, payment and records system for in-home veterinary euthanasia and hospice practices. This Privacy & Security Policy explains what information EuthBook handles, how we use and share it, and how we protect it.
1Who this policy covers
This policy applies to the EuthBook web application at app.euthbook.com, the booking and appointment pages at book.euthbook.com, the forms and emails EuthBook sends, and our website at euthbook.com (together, the “Service”). It describes information about two groups of people:
- Practices and their staff (“you”): the veterinarians and clinics who hold EuthBook accounts.
- Pet owners and families (“clients”): the people who book appointments with a practice, sign its forms, or pay it through EuthBook.
For client information, the practice decides what is collected and why, and we store and process it on the practice’s behalf. Each practice is responsible for its own obligations to its clients, including any veterinary record-keeping laws that apply to it. Use of the Service is also governed by our Terms of Service.
2Information we collect
From practices
- Account and profile: names, degree, email address, phone number, practice name, address, logo, service area, availability and pricing.
- Login details: your password (stored only as a one-way hash, see section 9) and, if you turn it on, your two-factor authentication settings.
- Payment connections: the account identifiers and access tokens needed to connect your Square account or a calendar integration. We do not receive your bank or card details.
- Records you create: appointments, intake notes, invoices, aftercare details, procedure notes, mileage and uploaded files.
From pet owners and families, on behalf of the practice
- Booking and intake: name, email address, phone number, service address, the service requested, and pet details such as name, sex, breed, age, weight and history. We also collect how the family heard about the practice.
- Authorization forms: the information on the form, the family’s electronic signature, and when it was signed.
- Payments: the amount, status and receipt details of a payment. Card details are entered with Square and never reach EuthBook.
Collected automatically
- Technical information: IP address, browser type, device type and the date and time of requests, which our hosting systems record in server logs.
- Diagnostics: error and performance reports that help us find and fix problems. For example, if a form fails to load or display, the page sends us an error report containing the error details, the page version, your browser and device type, and screen size. These reports do not include the contents of the form.
3How we use information
- to provide the Service: scheduling, reminders and confirmations, forms, payments, invoices and records;
- to send appointment emails and calendar invitations on the practice’s behalf;
- to calculate travel distances and, if the practice enables it, show a street view of a service address;
- to show you reports about your practice’s performance;
- to send you administrative notices, such as password resets, billing notices and changes to our terms;
- to provide support, troubleshoot problems, and detect and prevent errors, fraud and abuse;
- to analyze usage, plan and improve the Service; and
- to provide the aggregate reporting described in section 5.
We do not use client information to market our own products to pet owners or families.
4Service providers
We use a small number of service providers to run EuthBook. Each one receives only the information it needs to do its job, and it may not use that information for its own purposes.
| Provider | What it does | Information involved |
|---|---|---|
| Amazon Web Services | Hosting, databases, file storage and email delivery (Amazon SES), in the United States | All Service data |
| Square | Card payment processing into the practice’s own Square account | Payment amount and the related appointment or invoice; card details go directly to Square |
| Street view images, only if the practice enables it | Service address | |
| Amazon Location Service | Address lookup and travel distance | Addresses |
| Calendly | Importing appointments, only if the practice connects its Calendly account; scheduling product demos on our website | Appointment details from the practice’s Calendly account; demo requester’s name and email |
When a practice connects Square or Calendly, that provider’s own terms and privacy policy also apply to the practice’s use of it.
5Grant funders and research
Onward Paws may provide pertinent information to grant funders. Such information may include, but is not limited to:
- Number of appointments
- Breakdown of aftercare (mechanism, vendor, private, communal, etc.)
- Breakdown of appointment (sex, species, weight, breed, age, etc.)
- Breakdown of zip code origin
- Disposition of patients (quality of life, presentation, etc.)
- Average service fee (averaged or in aggregate)
- Clinic revenue (averaged or in aggregate)
- Average vendor fee (averaged or in aggregate)
We may also share anonymous or aggregate information that does not identify you, your practice or your clients individually with:
- funders and other third parties for their analysis, such as the number of euthanasia and palliative hospice appointments performed across all practices;
- organizations approved by Onward Paws that conduct research into euthanasia or palliative hospice care; and
- users of the Service, so a practice can compare itself with the broader community.
Information we provide to funders and researchers never includes the names, email addresses, phone numbers or street addresses of practices’ clients.
6Disclosure to protect our rights or when required by law
We may disclose information when we believe in good faith that disclosure is necessary:
- to enforce our rights, or in connection with a breach of this policy or our Terms of Service;
- to prevent fraud, abuse, or prohibited or illegal activities; or
- when required by any applicable law, rule, regulation, subpoena or other legal process.
7Change of control
If Onward Paws is involved in a sale, merger, acquisition, reorganization or other change of control, information may be transferred as part of that transaction. Any company that receives it must continue to handle it in accordance with this policy, and we will notify account holders by email before their information becomes subject to a different privacy policy.
9How we protect information
- Encryption in transit: all connections to EuthBook use HTTPS, which is designed to prevent eavesdropping, tampering and message forgery.
- Encryption at rest: data in our databases and file storage, including backups, is encrypted at rest.
- Passwords: we store passwords only as salted one-way hashes, so we cannot see or recover your password.
- Two-factor authentication: account holders can turn on an authenticator app for an extra sign-in step.
- Separation between practices: every request is checked so a practice can reach only its own records.
- Payments: card details are entered with Square and never pass through or are stored by EuthBook.
- Limited access: only personnel who need access to operate the Service can reach production data, and they are bound by confidentiality obligations.
No system is perfectly secure. These precautions apply to our systems; we do not control how information is handled once it leaves the Service, for example in an email a practice forwards or a PDF it downloads.
10You are responsible for your login and password
Your password must be at least 15 characters long. Any characters are allowed, including spaces, so a passphrase works well. We strongly recommend turning on two-factor authentication.
You are responsible for keeping your login details secure, and you may not share them with anyone else. If you believe they have been stolen or disclosed, change your password immediately and contact us at euthbook@onwardpaws.com. We are not responsible for access to your account that results from login details you disclosed or failed to protect.
11Retention, export and deletion
We keep a practice’s information for as long as its account is open. You can update your profile and practice details at any time in the Service.
After an account closes, the practice has 90 days to request a download of its records by emailing euthbook@onwardpaws.com. After that period we may permanently delete the practice’s records, except:
- information we are required to keep by law, or need to resolve disputes or enforce our agreements, such as invoices and payment records;
- copies in backups, which are overwritten on a rolling basis; and
- aggregate or anonymous information that no longer identifies the practice or its clients.
Practices are responsible for keeping their own copies of any records they are legally required to retain, so we recommend requesting a download before closing an account.
12Pet owners and families
If you booked an appointment, signed a form or made a payment through EuthBook, your information belongs to the veterinary practice you worked with. To see, correct or delete it, please contact that practice directly.
We use your information only to provide the practice’s services to you, and we do not use it to market to you.
13Children
The Service is intended for adults. We do not knowingly collect information from children under 13. If you believe a child has provided us with information, please contact us and we will delete it.
14Changes to this policy
We may update this policy from time to time. The date of the latest revision appears at the top of this page. If we make a material change, we will notify account holders by email or in the Service before the change takes effect.
15Contact us
If you have questions, concerns or feedback about this policy, or a security concern to report, please contact us. We will work with you to respond quickly.
Onward Paws, LLC Attn: EuthBook Privacy 4100 Market St. SW, Suite 100, PMB #1140 Huntsville, AL 35808, United States euthbook@onwardpaws.com