Privacy policy
Effective date: November 12, 2026
This policy explains how we collect, use and protect personal data when you visit our website, contact us, or use the VetaraX veterinary clinic management platform.
VetaraX is a product brand of SolutionsXE, commercial registration no. 290469, located at Building 189, 3rd District, in front of Arabella Mall, New Cairo, Egypt. The marketing website is published at vetarax.com. In this policy, "we", "us" or "our" means SolutionsXE, and the "Platform" means VetaraX.
We process personal data in accordance with Egyptian Personal Data Protection Law No. 151 of 2020 and its Executive Regulations issued by Ministerial Decree No. 816 of 2025.
1. Our role
- Website, sales, accounts and billing: When you browse our website, book a demo or contact us, and for clinic staff account data, billing data and support data, we decide how and why the data is used, so we are the controller.
- Clinic records within the Platform: When a clinic uses the Platform to manage its clients, patients, appointments and invoices, the clinic decides what data it records and why. The clinic is the controller and we are the processor. We handle this data only on the clinic's instructions and under our agreement with the clinic.
If you are a pet owner and want to access or correct records a clinic holds about you, please contact the clinic directly. We will help the clinic respond to your request.
2. Data we collect
| Source | Data | Purpose | Our role |
|---|---|---|---|
| Demo booking and contact forms | Name, clinic name, phone or WhatsApp number, email, city, number of branches, current system, your message | Arranging the demo, answering your questions and preparing an onboarding offer | Controller |
| WhatsApp, phone and email | Your number or address and the content of the conversation | Responding to you and keeping a record of what we agreed | Controller |
| Website analytics (with your consent) | Pages visited, clicks, browsing and scrolling activity (including session recordings via Microsoft Clarity), device and browser type, approximate location from IP address, traffic source and campaign | Understanding how the website is used and improving it | Controller |
| Clinic accounts | Staff names, email addresses, mobile numbers, permissions, login activity | Providing secure access to the Platform | Controller |
| Billing | Clinic name, billing contact, invoices and payment status | Collecting subscription fees and meeting tax obligations | Controller |
| Support and security logs | IP address, timestamps, actions within the Platform | Protecting the service, investigating issues and keeping an audit trail | Controller |
| Clinic records | Pet owners' names and contact details, animal medical records, appointments, invoices and payments, messages sent to owners | Providing the service the clinic subscribed to | Processor on behalf of the clinic |
| WhatsApp messaging | Pet owners' phone numbers, message content (template variables), delivery statuses and opt-out replies; each clinic's WhatsApp Business Account ID and phone number ID | Delivering the clinic's notifications to its pet owners | Processor on behalf of the clinic |
We do not ask for, and ask you not to send us, sensitive personal data through our website forms, such as health, religious or financial account data. Card payments are handled by our payment provider, and we do not store full card numbers.
3. WhatsApp messaging
Clinics use the Platform to send notifications to their pet owners on WhatsApp, such as appointment reminders, vaccination reminders and invoice notices. The clinic is responsible for its pet owners' data, and we process that data on the clinic's behalf to provide the service.
The data we handle for WhatsApp is:
- Pet owner data: phone numbers, message content (the template variables filled in for each message), delivery statuses and opt-out replies.
- Clinic connection data: each clinic's WhatsApp Business Account ID and phone number ID.
- Clinic user data: when a clinic user connects the clinic's WhatsApp Business Account through Meta's Embedded Signup, they log in with Facebook. We do not store any of their Facebook profile data.
We use this data only to deliver the clinic's notifications. We do not sell it, we do not use it for advertising, and we do not send it to our AI features. Messages are sent only to pet owners whose WhatsApp consent the clinic has recorded.
4. Legal basis for processing
We only process personal data where we have a legal basis:
- Your consent: for analytics cookies and marketing messages. You can withdraw it at any time.
- Performance of a contract: to provide the Platform to the clinic, and for steps you request before subscribing, such as a demo.
- Legal obligations: such as tax, e-invoicing and record-keeping rules.
- Legitimate interests: such as protecting and improving the service, provided this does not override your fundamental rights and freedoms.
5. Ask VetaraX and AI features
Some Platform features use an AI model to summarize records or answer questions. When clinic staff use these features, the record content relevant to the request, such as the animal patient's name, date of birth and clinical notes, is sent to our AI service to generate the response.
Pet owners' phone numbers and WhatsApp message content are never sent to these features.
AI output is an assistive tool for the veterinarian and does not replace their professional judgment.
6. Who we share data with
We do not sell personal data. We share it only with:
- Service providers who run parts of the Platform on our behalf: hosting (Amazon Web Services, eu-west-3 region, Paris, France), WhatsApp and email delivery (Telnyx), the WhatsApp Business Platform (Meta), our AI service, payment processing (Paymob), and analytics (Google Analytics and Microsoft Clarity). Each is contractually bound to protect the data and use it only on our behalf.
- The clinic, for data it controls.
- Public authorities, where the law requires us to.
- A buyer or successor, if the company is restructured or sold, with the same level of protection.
7. Transfers outside Egypt
Platform data, including clinic records and WhatsApp messaging data, is hosted on Amazon Web Services servers in Paris, France. This applies to data of users in Egypt and the Gulf. Some other service providers also process data outside Egypt, such as analytics services in the United States, and Telnyx and Meta for WhatsApp delivery.
We only transfer personal data outside Egypt as permitted by the Personal Data Protection Law, to countries offering a level of protection no lower than that required in Egypt, and with appropriate contractual and technical safeguards.
8. How long we keep data
| Data | Retention period |
|---|---|
| Demo and contact requests | 24 months from last contact. If you become a customer, they move to your clinic account records and are kept for the duration of the subscription |
| Clinic records | For the duration of the subscription or as instructed by the clinic, then 90 days for data export. Clinic data is deleted 90 days after the subscription ends, and removed from backups within 30 days, unless the law requires a longer period |
| Pet owner records inside a clinic's account | For as long as the clinic keeps them |
| WhatsApp delivery records (including the phone number held for delivery) | 7 to 14 days |
| Billing and tax records | For the period required by Egyptian tax laws |
| Analytics data | Up to 14 months |
| Operational and server logs | 14 days |
| Security logs | Up to 12 months |
9. How we protect data
We use a separate database for each clinic, role-based access controls and audit logs. Only staff who need the data to do their job can access it.
Pet owners' phone numbers stored in our messaging service are protected with application-level AES-256-GCM encryption. After a message is sent, only a masked copy of the number (the last four digits) is kept in the delivery record.
If personal data is affected by a breach, we notify the Personal Data Protection Center within the period set by law. For data we control, we notify affected individuals within the period set by law. For clinic records, we notify the affected clinic without undue delay so it can meet its own obligations.
10. Cookies
We use essential cookies to run the website and the Platform, such as keeping you signed in and remembering your language choice.
Analytics cookies from Google Analytics and Microsoft Clarity are only loaded if you accept them in the cookie banner. You can change your choice at any time via the "Cookie settings" link at the bottom of the page.
11. Your rights
Egyptian law gives you the right to:
- know what personal data we hold about you, access it and obtain a copy;
- have it corrected, updated or completed;
- request its erasure or restrict its processing to a specific scope;
- withdraw your consent, including for marketing messages;
- be informed of any breach affecting your data;
- object to processing or its results where it conflicts with your fundamental rights and freedoms.
You exercise these rights directly with us for data we control. For clinic records, please contact the relevant clinic, and we will help it respond.
To exercise your rights, email privacy@solutionsxe.org. We will verify your identity and respond within 30 days. If you are not satisfied with our response, you can file a complaint with the Personal Data Protection Center in Egypt.
To ask for your data to be deleted, see our data deletion page.
12. Marketing messages
We only send offers and news via WhatsApp, SMS or email with your consent. Each message identifies us, states its marketing purpose and explains how to opt out. You can reply "STOP" at any time.
13. Children
The Platform is designed for veterinary businesses and is not directed at children. We do not knowingly collect children's data through our website.
14. Changes to this policy
We update this page when our practices change and show the new effective date at the top. If a change is material, we notify subscribing clinics by email or within the Platform.
15. Contact us
SolutionsXE
Building 189, 3rd District, in front of Arabella Mall, New Cairo, Egypt
- Email: privacy@solutionsxe.org