Privacy Policy
Effective date: April 28, 2025
1.) Scope Of Policy And Applicability
Koi Technologies LLC operates as a registered entity in the United States (“Koi” / “we” / “our”). When this document mentions “we” or “Koi,” this encompasses our complete organization, including our subsidiaries, affiliates, and all associated brands.
The terms “you” and “your” encompass all users collectively, whether representing a business that has purchased or subscribed to our Products (as defined below) for veterinary practices, a veterinary practice utilizing our Products, an individual client of a veterinary practice, or someone who simply navigates or engages with our Websites (as defined below). This Privacy Policy outlines the framework of personal data we process on your behalf. For individuals who are clients of veterinary practices using our Products, please note that your veterinary practice has authorized us to process certain aspects of your data to deliver Products to both you and the veterinary practice. We recommend reviewing your veterinary practice’s privacy policy for comprehensive details regarding what data they collect and their purposes for doing so.
For residents of specific U.S. states, including California, additional rights and information pertaining to personal data processing are available. The State Supplement provided below is applicable to you regarding our handling of your data.
2.) What is this Privacy Policy for?
Regardless of your geographic location, this Privacy Policy is intended to inform all users and visitors to Koi and its affiliates’ website, koi.tech, along with all connected sites linked thereto, (collectively, the “Websites”), as well as all subscribers, users and customers of our products, including our online scheduling platform, veterinary practice management services, and any additional products developed by us which are utilized, purchased or subscribed to periodically (together, the “Products”) regarding how we gather, safeguard, and handle the data that becomes available, is collected by or provided to us, particularly personal data. We kindly ask that you thoroughly review this Privacy Policy, and proceed with using the relevant Website(s) or our Products (as applicable) only if you find the terms acceptable and satisfactory. Should you find any aspect of this Privacy Policy unsatisfactory or unacceptable, you have a choice to discontinue use of the Websites or our Products.
Our products, services, and websites are intended solely for individuals located in the United States and Canada. We do not market to, target, or offer our services to residents of other countries, including those in the European Economic Area (EEA), the United Kingdom, or other regions with similar data protection laws.
If you are located outside of the United States or Canada, you are not permitted to use our services or submit any personal information to us. If we become aware that we have inadvertently collected personal data from individuals outside these regions, we will delete such information promptly. Please refer to sections 14 and 18.
3.) Changes to this Privacy Policy
This Privacy Policy may undergo periodic revisions; notification of any such changes will be published on the Websites. It is your responsibility to review the Privacy Policy whenever you access any Website and/or each instance you engage with our Products. Through your continued usage of any Website and/or our Products, you acknowledge your agreement to be governed by the current version of the Privacy Policy as displayed on this page at that time.
4.) What Information Do We Receive Or Collect?
i. All users: Visitors to the Websites can navigate the homepage and certain sections of the Websites without disclosing any personal data. We may monitor details supplied by your browser, such as the referring website, browser type, browser version, installed plugins, access timing and date, and other non-personally identifiable information. Furthermore, we may collect data automatically gathered by our web server, including IP addresses, connectivity details, operating system specifications, platform information, OS version, device specifications, unique reference identifiers linked to system-entered data, cookie identifiers, and website engagement metrics including pages viewed and search queries performed (collectively referred to as “User Data”). This information will be gathered during your interactions with our Websites and related products, including but not limited to appointment scheduling activities.
ii. If you are a veterinary practice customer: When you access or utilize our Products as a veterinary practice customer, we gather certain personal data on your veterinary practice’s behalf. This personal data includes your first and last names, age, email address(es), telephone number(s), residential address(es), country, geolocation data, IP address, unique identifier(s), mobile device identifier(s), appointment records (including upcoming, most recent, and past appointments), and marketing consent preferences for the practice. We also collect information regarding your pet on the practice’s behalf through our platforms, such as pet name, species, breed, sex, age, microchip number, appointments, vaccines, rabies tag, and medical history. We will collect any additional personal data you provide about yourself when using these Products (including, but not limited to, when booking appointments through Koi’s online scheduler module), always following instructions from the veterinary practice (all aforementioned being “Customer Data”). Your veterinary practice may alternatively supply the Customer Data directly to us based on their existing records about you.
iii. If you are a veterinary practice: If you represent a company that owns or manages veterinary practices or operates as a veterinary practice that enters into an agreement with us for Product access or usage, we will collect specific personal data to deliver such Product(s) to you, your affiliates and your customers. This includes contact names, addresses, email addresses, phone numbers, and any other personal data you provide or make accessible to us (“Practice Data”).
iv. Information from outside sources: We may acquire information from third-party sources. For example, if you operate a veterinary practice, we might gather information from other sources to verify your licensure status and identity; where necessary (such as processing a purchase order), this information may sometimes constitute personal data.
v. Any information that you voluntarily provide to us: We may process information that you voluntarily supply or make available, including but not limited to survey responses, search inquiries, questionnaire completions, feedback submissions, contact form entries, payment history and information, and employment applications submitted in response to recruitment opportunities or similar postings (e.g., by sending your CV). Some of this information may qualify as personal data, such as national change of address records.
We do not collect special categories of personal data about you through our Websites and/or Products (for instance, details concerning race or ethnicity, religious or philosophical beliefs, sexual orientation, political opinions, trade union membership, your health information, or your genetic and biometric data). Nor do we gather information regarding criminal convictions and offenses. We would only collect such special category data if you choose to submit it during a job application process, in which case, by doing so, you confirm your explicit consent to such collection.
5.) Purposes for which Koi uses Information and Data
We may utilize the information made available to us as described above for the following purposes:
i. To deliver information, products, or services you specifically request from us;
ii. To fulfill our obligations and assert our rights stemming from any contractual agreements established between us and you or the practice or its affiliates, as applicable, including activities related to billing and collection;
iii. To enable your participation in interactive elements on our Websites or Products;
iv. To inform you about modifications to the Websites or any Products or services we provide through them;
v. To provide you with notices regarding your account or subscription, including expiration alerts and renewal notifications;
vi. For any additional purpose with your consent or to accomplish any other purpose for which you provide information;
vii. Regarding cookies (see Section 7 below for more detail) and other non-identifying information, to recognize you during visits or return visits to the Websites, monitor anonymized traffic patterns, demographic and usage statistics, to detect or prevent fraudulent activities or misuse, conduct internal analytics, and enhance the Products and Websites;
viii. To provide the Products and services to and for veterinary practices and their clientele, including facilitating veterinary practice appointments and sending reminders for such appointments. We may additionally utilize data, including personal data, to present you with advertisements or other commercial communications and promotions we believe might interest you, but if you are a veterinary practice customer, then only when your veterinary practice confirms our authorization to do so in accordance with applicable data protection and direct marketing regulations (which under certain circumstances will necessitate your consent) or where you have directly provided consent yourself. You may withdraw your consent to this use of your personal data at any time by reaching out to your veterinary practice;
ix. With respect to Veterinary Practice Data, to provide and license the Products to any subscriber or purchaser and its customers; and
x. In any additional manner we may specify when you provide the information.
We will exclusively use your data for the purposes for which we collected or processed it, as detailed above or as otherwise indicated in this Privacy Policy or our cookie policies, unless we reasonably determine that we need to use it for another purpose that is compatible with the original objective. If we need to process your personal data for an unrelated purpose, we will notify you and explain the legal foundation for doing so.
Please be aware that we may process your data without your knowledge or consent in compliance with the aforementioned guidelines where such processing is required or permitted by law.
6.) Legal Basis for which Koi will use your Personal Data
Koi operates under the legitimate interests processing principle when gathering or handling the information detailed above, with the following exceptions: (a) specific information outlined in paragraphs 4(II) and 4(III), which will be collected and processed on the basis of contractual necessity (meaning we need such information to establish a contractual relationship with you); and (b) certain information referenced in paragraphs 4(I) and 4(v) which will be collected and processed based on consent. In certain instances and where applicable, Customer Data handled by us will be in our capacity as a data processor, whereby processing of your data will be governed by whatever processing ground your veterinary practice or the entity to whom you provided your data relies upon for processing such personal data. Please refer to the relevant privacy policy for specifics in such scenarios.
We must collect and process the information and personal data as detailed above for the following legitimate interests: (i) to enhance the Websites’ functionality, the Product, and software process efficiency, to conduct internal analytics and elevate our service and product offerings, and to ensure optimal performance of the Websites and associated processes and service and product offerings; (ii) to provide the Products and related services to companies, practices and customers, the relevant survey/questionnaire, and similar offerings; and (iii) for purposes relating to fraud prevention and security measures. In each scenario, the personal data collected and processed is restricted and not of a nature where your rights and freedoms as a data subject are superseded by such data collection practices.
7.) Use of Cookies and Web Beacons
Koi, similar to numerous websites and/or products, may use cookies periodically. A cookie consists of a small packet of data sent from a web server to a user’s browser and stored on their device’s hard drive, allowing websites to recognize returning visitors. Typically, a cookie contains the domain name from which it originated, its lifespan duration, and a unique numerical identifier. Cookies cannot access data from your hard drive. You maintain the option to decline browser cookies by configuring the appropriate browser settings. Be aware, however, that selecting this option might prevent access to certain sections of our Websites. Unless you have modified your browser configuration to reject cookies or selected the relevant opt-out option presented in the cookie notification upon your initial visit to the applicable Website, our system will deploy cookies when you navigate to our Websites.
Where authorized by applicable legislation, pages within our Websites may incorporate small electronic files known as web beacons (alternatively called clear gifs, pixel tags, and single-pixel gifs) that enable us to, for instance, enumerate users who have accessed specific pages or opened an email, and collect other website-related statistics (such as documenting the popularity of particular website content and confirming system and server integrity). We do not automatically gather personal data, but we may connect non-personal data collected automatically with personal data about you that we collect from other sources or that you directly provide to us.
8.) Security, Data Storage and International Transfers, Retention
i. Security: We take protection of personal data (comprising Customer Data, Veterinary Practice Data, and all other personal data collected as described in this Privacy Policy) very seriously. We implement protective measures to safeguard personal data against loss, misuse, unauthorized access or disclosure, alteration, or destruction. We employ robust security protocols regarding the collection, storage, and disclosure of personal data. Additional information about our security practices can be provided upon request.
ii. Storage and International Transfers: When transferring and/or storing personal data beyond the United States, we endeavor to maintain a comparable level of data protection. We adhere to relevant federal and state data protection and privacy laws, including but not limited to the California Consumer Privacy Act (CCPA) where applicable.
iii. Retention: We will retain your personal data only for the duration necessary to achieve the purposes for which we collected it. We will retain and use your personal data to the extent necessary to comply with our legal obligations (for example, if we are required to retain your data to comply with applicable laws), resolve disputes, and maintain such data for regulatory, record-keeping, and internal analysis purposes in accordance with applicable law.
9.) Use of AI (Artificial Intelligence) Tools and Applications
At Koi, we are dedicated to the ethical, transparent, and responsible implementation of AI technologies across our product offerings, including the deployment of generative AI within our organization. We leverage both open-source libraries and partnerships with trusted AI service providers to integrate AI capabilities throughout our commercial product suite. Our collection and utilization of personal data is conducted only when essential, implementing commercially reasonable protective measures and adhering to industry-standard AI security protocols. In all our AI initiatives, we place the highest importance on user privacy, data security, and equitable treatment, maintaining an unwavering commitment to safeguarding your privacy and ensuring that your information is handled both responsibly and ethically. We maintain full transparency regarding our AI utilization practices and empower you with meaningful control over your personal data.
10.) The Company may transfer Personal Data to Third Parties as follows:
i. Aggregate: We may anonymize the personal data we collect or process, combine it without any individually identifying elements, and share or utilize it with third parties. Aggregated information is derived from the compilation of numerous individual records, with identifying data removed prior to its application as aggregated information. Any third party receiving aggregated data from Koi must commit not to attempt identification of the individuals to whom the original data pertains.
ii. Your veterinary practice: For customers of veterinary practices, we will transfer the Customer Data and any additional information you provide in relation to the veterinary practice with which you are registered for processing such data concerning our Products and services. In this scenario, we function as a data processor for your information, depending on your veterinary practice to possess appropriate grounds to direct us in collecting such data.
iii. Integration Partners: As a Practice Management System (PMS), Koi is commissioned by veterinary practices to facilitate management of daily hospital functions. When sharing information with these veterinary practices, as noted above, this typically occurs through technical integration channels. Management of veterinary practice functions may include the veterinary practice using additional trusted companies that Koi may be contracted or integrated with, which means storing and processing information on hardware and/or services owned, controlled, or licensed by them. All the information, including personal data we process as described in the Privacy Policy, may be made available to, accessible to, or provided to such trusted service providers for the purposes of fulfilling hospital functions and providing services to veterinary clientele.
iv. Third parties for marketing purposes: In situations where your veterinary practice has designated Koi as a marketing service provider, we may share Customer Data and other personal information you’ve provided to your veterinary practice or directly to us with external parties involved in promotional initiatives and marketing efforts, including entities responsible for orchestrating such promotional initiatives and marketing campaigns on their behalf. This sharing occurs exclusively under the direction of your veterinary practice and only when your veterinary practice has verified to Koi that such disclosure is permissible under relevant data protection and direct marketing regulations (which under specific circumstances will necessitate your explicit consent). You retain the right to withdraw your consent to this utilization of your Customer Data and other personal information at any time by directly communicating with your veterinary practice.
v. Business transfers or combinations: In the event of an actual or proposed sale, merger or business combination involving all or the relevant portion of our business, assets, or voting securities, or in cases of insolvency or reorganization, Koi may disclose all information that we process and collect as described in the Privacy Policy to the extent deemed necessary based on our reasonable judgment. Such information may include your data. Any disclosure of your data under these circumstances will be subject to standard non-disclosure restrictions.
vi. Legal: We may share information we process or collect as outlined in this Privacy Policy with third parties to enforce our rights, protect the public, or when required by law or regulation or requested by any legal or regulatory authority or law enforcement agency. This information may also include your personal data.
Other than as described within this Privacy Policy, Koi will not release any personal data we process or collect to any third party without obtaining your consent.
11.) You Have the Right to:
(i) obtain a copy of your personal data that we have gathered and maintained from you as outlined above; (ii) correct any inaccurate or incomplete elements of such personal data; (iii) have your personal data anonymized under certain conditions; (iv) limit our processing of your data in specific circumstances; (iv) challenge our processing of such elements of your data (if we do not require such personal data for legitimate business purposes or other legal grounds); and/or (v) under particular circumstances, obtain a copy of your data that we have stored in a widely used electronic format. You may exercise any of these actions periodically by reaching out to support@koi.tech. Please be advised that if you are a veterinary practice customer and wish to exercise any of the aforementioned rights regarding your customer data, which constitutes personal data, such rights must be exercised initially by contacting your veterinary practice. We will employ reasonable efforts to assist the veterinary practice if any such request is submitted.
If you submit a request to access your personal data held by us in relation to this Privacy Policy, no fee will be charged to access your data (or to exercise any of the other rights described herein). Nevertheless, we reserve the right to impose a reasonable fee if your request proves unfounded, repetitive, or excessive. Alternatively, we may decline to fulfill your request under these circumstances. We may need to solicit specific details from you to assist in verifying your identity and ensuring your entitlement to access your data (or to exercise any of your other rights), potentially employing a third-party provider to verify your identity in certain situations. This serves as a security protocol to ensure that your data is not disclosed to unauthorized recipients. We may also reach out to you requesting additional information about your inquiry to expedite our response. We strive to address all legitimate requests within one calendar month. On occasion, our response may require more than one calendar month (always subject to the maximum timeframes under applicable law, if any) if your request is particularly intricate or you have submitted multiple requests. In such instances, we will inform you and provide ongoing updates.
You retain the right to file a complaint or express any concerns directly with your local data protection authority. However, we encourage initial contact with us, as we strive to resolve any concerns or complaints about our data processing practices promptly, efficiently, and to your satisfaction.
12.) How we Operate
Koi currently operates out of the United States, with customers in the United States and Canada. Koi complies with applicable federal and state data protection and privacy legislation, encompassing but not limited to the California Consumer Privacy Act (CCPA) where and when relevant.
13.) Your State Privacy Rights
Throughout the 12-month period preceding this Privacy Policy’s effective date, Koi has not “sold” (according to the California Consumer Privacy Act (“CCPA”) definition) any of your information.
Moreover, residents of California, Colorado, Connecticut, Delaware, Florida, Indiana, Iowa, Montana, Oregon, Tennessee, Texas, Utah, and Virginia are granted (presently or in the future) rights to:
Verify whether Koi processes your personal information
Access and request deletion of specific personal information
Rectify inaccuracies in your personal information, considering both the nature and processing purpose of such information (with exceptions for Iowa and Utah)
Request data portability
Decline participation in personal data processing for:
targeted advertising (except Iowa)
sales
profiling that enables decisions yielding legal or similarly significant effects (except Iowa and Utah)
Either restrict (opt-out of) or require explicit consent for sensitive personal data processing
The specific scope of these entitlements varies by state jurisdiction. To exercise these rights or submit an appeal, please contact support@koi.tech or mail a written request to 2445 Golden Pasture Cir Clearwater, FL, 33764, United States. You may alternatively appoint an authorized representative to request access on your behalf.
Please be advised that we are not required to address more than two access requests for the same individual’s information within a 12-month period. When you exercise these rights and submit a request, identity verification may be necessary. We may employ a third-party verification service to confirm your identity. We will inform you if additional information is required for verification purposes. We will strive to respond to verified requests within 45 days unless circumstances warrant extending our response period by up to an additional 45 days. Should an extension become necessary, we will provide an explanation for this extension.
In some cases, your ability to access or delete your data will be limited, as required or permitted by applicable law, even when the CCPA or other state laws apply to the personal data we have for you. If we cannot fulfill your request because we cannot verify your identity or due to exceptions under the CCPA or other state laws (or when the CCPA or other state laws do not apply to the personal data), we will let you know in our response. Your exercise of these rights will not adversely affect our Websites or Products.
14.) Your Privacy Rights – Non-US and Non-Canadian Residents
Our products, services, and websites are intended solely for residents of the United States and Canada. We do not currently market to, target, or offer our services to individuals located outside of these two countries. If you are a resident of any other country or jurisdiction, you are not permitted to use our services or submit personal information to us.
If you are a resident of any country outside the United States and Canada and believe that you have inadvertently provided personal data or that we may have collected such information, you may request the following:
The right to know what personal data we may have collected, used, or disclosed about you. The right to request deletion of any personal data we may have collected about you.
To submit a request to access or delete your data, please email us at support@koi.tech. You may also designate an authorized agent to act on your behalf. We may require you to verify your identity before processing your request. If necessary, we may use a third-party provider to assist with verification.
15.) Users Below the Age of 18 and Vulnerable Groups
Individuals under 18 years of age or those belonging to vulnerable populations must not provide Koi with any personal data or information without consent from a parent, guardian, or person holding parental authority. Koi does not intentionally gather or process information pertaining to children under 18 or individuals in vulnerable groups.
16.) Ceasing the use of our Products and Services
You maintain the option to discontinue usage of the Websites or Products at any time (subject, for veterinary clinics using our Products, to the provisions outlined in our agreement with you governing the utilization of such Products and services).
17.) Change of Details
Veterinary clinics wishing to update their contact information should forward their revised details via email to support@koi.tech.