Privacy Policy

1. Introduction

VetFlow (the "Service") is owned by DAM ALHOLOOL (دعم الحلول) and delivered through the Que platform. This policy explains how we collect, use, and protect your personal data when you use the Service, in accordance with Saudi Arabia's Personal Data Protection Law (PDPL) and its Implementing Regulations issued by the Saudi Data & AI Authority (SDAIA). By using the Service you agree to the practices described here.

2. Our Role in Processing Data

We act in two distinct capacities depending on the data:

• Controller for the account data of Service users (clinic owners, admins, and staff).
• Processor on behalf of the clinic for its customers, animals, and medical records. The clinic remains the controller of that data, and we process it only on its instructions under the service agreement.

3. Data We Collect

• Account information: name, email, phone number, password (encrypted)
• Business information: clinic name, commercial registration number, VAT number, address
• Billing & subscription: plan, renewal dates, payment history (we do not store full card details)
• Usage & technical data: login records, device and browser type, IP address, activity times
• Clinic customer and animal data: entered by the clinic and stored on its behalf (as processor)

4. Legal Basis for Processing

We process your data on one of the following bases:

• Performance of the contract to provide the Service
• Your explicit consent where required by law
• Legitimate interest in operating, securing, and improving the Service
• Compliance with a legal obligation or a competent authority's instructions

5. How We Use Your Data

• Providing and operating the Service and managing your account
• Sending billing, renewal, and operational notifications
• Technical support and issue resolution
• Securing the system and preventing fraud and unauthorized access
• Improving the Service and analyzing usage patterns in aggregate

6. Cookies

We use cookies that are strictly necessary for login, session management, and language preferences. We do not use third-party advertising cookies. You can control cookies in your browser settings, but disabling them may affect some Service features.

7. Data Sharing

We do not sell or rent your data. We share data only with service providers essential to operating the system — such as cloud hosting, payment processors, and messaging providers — under confidentiality and data-processing agreements, or with competent government authorities where legally required (e.g. integration with the Zakat, Tax and Customs Authority for e-invoicing).

8. Cross-Border Transfers

We aim to host data within the Kingdom of Saudi Arabia or in data centers meeting comparable protection standards. Where operating the Service requires transferring data outside the Kingdom, this is done in accordance with the PDPL and SDAIA's cross-border transfer requirements.

9. Data Security

We apply technical and organizational controls to protect your data, including TLS encryption in transit, AES-256 encryption for sensitive stored data, access controls, and daily backups. However, no method of electronic transmission or storage can be guaranteed 100% secure.

10. Data Retention

We retain your data for the duration of your subscription. After cancellation, data is kept for 90 days to let you export it, then permanently deleted — unless the law requires longer retention (e.g. accounting and tax records).

11. Data Breach Notification

If a personal-data breach occurs that may harm data subjects, we will notify the Saudi Data & AI Authority (SDAIA) and affected individuals within the statutory timeframes.

12. Children's Data

The Service is intended for businesses and professionals and is not used by anyone under 18. We do not knowingly collect minors' data, and will delete it if identified.

13. Your Rights

Under the PDPL, you have the right to:

• Be informed of how your data is processed
• Access and obtain a copy of your data
• Request correction or update of your data
• Request deletion of your data when no longer needed
• Withdraw your consent at any time, without retroactive effect

To exercise any of these rights, contact us using the details below; we will respond within the statutory period.

14. Changes to This Policy

We may update this policy from time to time. For material changes we will notify you via the Service or email. Continued use of the Service after a change takes effect constitutes acceptance of it.

15. Complaints

If you believe our processing of your data violates the law, you may complain to us first, then to the Saudi Data & AI Authority (SDAIA) as the supervisory authority.

16. Contact

DAM ALHOLOOL — Que Platform
WhatsApp: +966553285975
que.com.sa