Updates
Updates
Material changes to our security and privacy posture, in chronological order.
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Terms of Service for clinics (v1.2): collection via Mollie B.V.
The SEPA direct debit clause in section 3 of the Terms of Service for clinics now states that the collection is carried out by our payment service provider Mollie B.V. on our behalf, under its creditor identifier NL08ZZZ502057730000, and appears on the bank statement under that name.
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Terms of Service for clinics (v1.1): SEPA direct debit pre-notification via the invoice
Section 3 (fees, billing and payment) of the Terms of Service for clinics now sets out how we collect the monthly invoice. Billing is monthly. If the clinic has given us a SEPA direct debit mandate, we collect the invoice amount by SEPA direct debit (Core scheme) on the collection date stated on the invoice. The invoice, which we send by email, serves as the pre-notification of the collection and states the amount and the collection date. The collection takes place at least 2 business days in the Netherlands after the invoice date, in practice around 5 days after the invoice date. Under the rules of its bank, the clinic can have a SEPA Core collection reversed within 8 weeks; the invoice is then unpaid and the late-payment and suspension provisions apply. Without a mandate, the invoice is due within the payment term stated on the invoice.
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Security and privacy documents updated: database-level isolation, AI, HR, retention and export
The DPA (v1.4), both privacy policies (app v1.3, portal v1.4), the Security Statement (v1.5), the Data Retention & Erasure document (v1.2), the Terms of Service (editorial only, no change in substance), the sub-processor list and the FAQ have been updated and checked against how the platform works. Separation between clinics: since September 2026 it is enforced not only in the application but also inside the database itself, with row-level, default-deny rules through a restricted database role that is bound by them; the documents also state what this layer does not cover. AI: Amazon Bedrock (EU-only processing, not retained, not used for model training) now has one name across all documents and in DPA Annex B. The AI summary of a pet's medical history is off until a clinic switches it on; breed-name de-duplication during a data migration has no clinic setting, sends only breed names and species, and is confirmed by a person. HR: the portal privacy policy and the DPA describe the HR features, including absence records without medical details. Retention: invoices and financial records at least 7 years and medicine records at least 5 years, with deletion after those terms planned but not yet automated (earlier texts implied this already happened automatically); after an employee leaves, sickness-absence details and checklists are deleted after 2 years, while the sick days themselves stay with the leave records for 7 years; audit records 7 years, technical logs 30 days, web-traffic logs 90 days, notification log 2 years, idempotency keys 24 hours; uploaded bookkeeping source files are not part of the 90-day deletion. Also: the in-app export contains profile data only; the list of pet-owner data is completed (pet photo, insurance, orders, shared documents, medicine register, consent and acceptance records); audit logging records changes, not viewing; portal error reports go only to our own servers and are scrubbed of personal details first. The app and portal will ask you to accept the updated privacy policies and the DPA again; the Terms of Service do not need to be accepted again.
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Data Retention & Erasure document published
New legal document: Data Retention & Erasure. It sets out in plain language how long each data category is kept (fiscal records 7 years, veterinary-medicine dispensing records 5 years, employee records 2 and 5–7 years after departure, operational logs around 2 years, medical dossiers as lifelong patient history under the clinic's control), what erasure on request actually does (immediate deletion of everything without a statutory retention duty, minimisation of what must stay, automatic anonymisation once the legal term expires) and how clinics and pet owners can export their data. The FAQ answer on retention has been aligned with it.
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Trust center launched
trust.zoravet.com is live: legal documents, sub-processors, FAQ and this update log, now the central place for security and privacy information. As the security posture stands at launch: a documented restore rehearsal has been executed against production (schema and row-count checks passed) and repeats periodically; backups are replicated to a second EU region for regional-failure cover; and continuous infrastructure monitoring and alerting is active, with deeper application-level observability built and ready for activation at go-live.