Account Deletion Policy

This policy explains the account deletion process provided by Vetigen Incorporation, particularly for pet owners closing a PetConnect account. Deletion covers account identity and access data; it does not automatically erase every care and transaction record held by a clinic.

In PetConnect, start account deletion from account/profile settings and complete the confirmation requested in the app. If you cannot access your account, email hello@vetigen.com using contact details associated with it. Identity and request scope are verified for email requests.

If you are a clinic’s only active administrator, you may need to transfer that responsibility before deletion. A personal account deletion request does not authorize deleting other users’ or the clinic’s data.

When the deletion request is accepted, the account is deactivated, sessions are revoked and associated devices are disabled. A 30-day recovery period starts from the request date. Clinic relationships are not subjected to permanent cleanup during this period.

After 30 days, the account becomes eligible for scheduled cleanup. This does not mean every copy of every record disappears at the same time on day 30. Queued file cleanup, clinic records and legal retention requirements are assessed separately.

During permanent cleanup, directly identifying account fields are cleared and account authentication, device and settings records are cleaned up. User/PetConnect-owned files enter the deletion process according to ownership. Clinic files are not erased wholesale under this process.

• Clinic customer/patient relationships, medical history, prescriptions, appointments and care records may remain for clinic operations and applicable obligations. Clinic-held records may continue after the personal account association is removed.
• Invoices, payments and other financial records, and records needed for legal claims, security or audit may remain for the relevant purpose and legal period.
• You can separately request correction or deletion of clinic records from the clinic concerned. It assesses the request under its controller role and retention obligations.

Disabling account devices affects app notifications. Clinic communications using your phone number, such as SMS/WhatsApp based on separate permission or a legal basis, may not automatically stop under the same process. Update the relevant clinic communication preferences separately or contact us.

Account deletion, cancellation of a paid subscription and any refund request are separate processes. Check the applicable subscription status and cancellation conditions separately.

• Cancellation and refund policy

Before the 30-day period expires, you can cancel deletion through the account restoration request and one-time-code verification flow. Do not assume an ordinary login alone stops deletion; confirm restoration has completed. If you cannot access that flow, contact hello@vetigen.com before the period ends.

The recovery flow is unavailable after the period expires. Restoration of cleaned-up account data is not promised; creating a new account does not automatically restore the old account or access to clinic records.

Send privacy and data requests to Vetigen Incorporation at hello@vetigen.com. Describe your request, the relevant account or clinic, and how to contact you. We may request proportionate information to verify your identity; do not send passwords or verification codes.

• Privacy Notice