Privacy Policy

Version 1.1 · Effective 3 October 2026 · supersedes Version 1.0 of 5 September 2026

1. Who we are and what this covers

Callum.vet is a service provided by Wrightmark LLC, a Georgia limited liability company (“Wrightmark”, “we”, “us”). In this policy, “Callum” means the service. Callum provides an AI front-office assistant for independent veterinary practices. This policy explains what information the Callum service handles, why, and what choices you have. It covers three groups of people: the veterinary clinics that subscribe to Callum (“clinics”); the pet owners who contact those clinics by phone, text message, web chat, or the Ask Callum app (“clients”); and veterinary practices that are considering Callum and contact us through our website (“prospects”).

Callum acts primarily as a service provider to clinics. The conversations, requests, and contact details that pass through Callum belong to the clinic your pet visits. If you are a client with a question about your information, the fastest and most accurate path is to contact your clinic directly.

2. Information we handle

For clients contacting a clinic through Callum, the service handles:

• Phone numbers. The number you call or text from, and up to two numbers of record a clinic's staff associate with your account so Callum can recognize and reach you.
• Message content. What you say in text messages, web chats, and Ask Callum chats with the clinic, including the requests you make (for example, an appointment or a prescription refill) in your own words.
• Pet details you volunteer. A pet's name, species, or similar details you mention in conversation, recorded as you stated them.
• Consent and opt-out records. Whether you have agreed to receive messages, and every STOP or START keyword you send.

For clinic staff using the console, the service handles:

• Account details. Name, work email address, role, and sign-in credentials (passwords are stored only in hashed form by our authentication provider).
• Clinic configuration. The knowledge base a clinic writes, its hours, escalation contacts, emergency referral instructions, and settings.
• Usage records. An audit log of actions taken in the console, kept so clinics can see exactly what happened on every conversation.

For veterinary practices considering Callum (prospects), the service handles:

• What you tell us on the website. Your name, practice name, contact details, and the messages you type into the website chat, in your own words. The website chat is Callum answering from a knowledge base written by Wrightmark about the Callum service; it contains nothing clinical. “Chat with a person” reaches a member of the Callum team.
• Signup details. When a practice signs up, its name and ZIP code, the email address and role of the person signing up, and, if entered, a referral partner's code (see Section 9).
• Retention. Prospect conversations and contact details are kept for twelve months after the last contact, then deleted, unless the practice becomes a clinic, in which case they become part of the clinic's account.

3. What we do not handle

• No human medical records. Callum is a veterinary product. Human-health information has no place in the service, is not requested, and is not part of the data model.
• No payment card data. Callum never touches card numbers. Where payment is involved, clinics use hosted payment links from a payment processor; card details go directly to that processor and never pass through Callum.
• No medical advice records of Callum's own. Callum never diagnoses, never treats, and never advises on animal health, so it creates no clinical judgments to store. Anything clinical a client reads came from content the clinic wrote and signed in its own console.

4. How we use information

• To answer client questions from the clinic's own knowledge base and capture requests for the clinic's staff.
• To route urgent matters to the clinic's on-call people, following the routing rules the clinic wrote and signed in its own console.
• To keep an accurate record for the clinic of every conversation and action, including an immutable audit log.
• To operate, secure, and improve the service, including diagnosing failures.
• To honor consent: message consent is checked per purpose at the moment of sending, and a STOP request is honored everywhere, across every channel.

We do not sell personal information, and we do not use client conversations to advertise to clients.

Mobile information. Mobile information obtained as part of the SMS consent process is never shared or sold to third parties or affiliates for marketing or promotional purposes. Text messages come from your clinic in response to your call or message to it; message frequency depends on what you ask the clinic for. Message and data rates may apply. Reply STOP at any time to stop messages from your clinic; reply START to opt back in.

5. AI, and how we disclose it

Callum is an AI assistant and always identifies itself as one, at the start of every conversation, on every channel. Callum never gives medical advice: it never diagnoses, never assesses symptoms, and never recommends treatments or doses. When a conversation needs judgment, it goes to a person at the clinic. Messages clients send may be processed by a large-language-model provider (see Section 6) solely to operate the service.

6. Service providers (processors)

Callum runs on a small set of infrastructure providers that process data on our behalf under their own contractual commitments:

• Supabase — database and authentication hosting, where conversations, configuration, and account records are stored. Callum only stores account information created by interactions between Callum, Client, and Clinic and does not manage official account records that are managed by the Clinic PIMS.
• Twilio — telephone and SMS carriage, which handles phone numbers and message delivery.
• Anthropic — the AI model provider that processes conversation text so Callum can respond. Other third party inference models may also be employed.
• Render — application hosting: the cloud infrastructure provider that runs the Callum application. We name the current provider in this section and update it if it changes.
• ElevenLabs — speech: it turns the sentences Callum speaks on telephone calls into the voice of the clinic's assistant. When a person on a clinic's escalation chain is called, those sentences can include the words the client wrote.
• Google — a lookup of your practice's name and ZIP code during signup, and again at each verification attempt, used to confirm the practice exists and to place a verification call to the practice's publicly listed phone number. We keep Google's identifier for the practice; we do not store the listed phone number or website, which is why the lookup is repeated. Google's processing of that lookup is governed by Google's Privacy Policy at policies.google.com/privacy.

Each provider receives only what it needs for its function. We do not permit our providers to sell or use this data for their own advertising.

7. Whose records are they?

Veterinary records are the clinic's property. Callum's contact entries and conversation history exist to help the clinic serve its clients; they are not the official patient record. The clinic's practice-management system (PIMS) remains the system of record for client and patient information, and nothing Callum stores changes it.

8. Retention

Conversation history is retained for the clinic according to its plan (the After Hours plan keeps 90 days of history). Consent and opt-out records, and the audit log, are retained for as long as the clinic's account exists, because they are the record of what happened. When a clinic closes its account, its data is deleted or returned on request, subject to legal retention obligations.

9. Your choices

• Stop messages at any time. Reply STOP to any text and Callum sends one final confirmation and then goes silent for that clinic's messages. Reply START to opt back in.
• Ask your clinic. Clients can ask their clinic to review and correct the contact details and conversation records Callum holds for them. Deletion requests go from the clinic to us and are honored, subject to the consent, opt-out, and audit records we are required to keep.
• Clinic staff can review and correct their own account details in the console.
• Referral partners. If your practice was referred by one of our referral partners and you enter their code at signup, we record that code against your account so the partner can be paid a commission. The partner is told that a referral became a paying clinic and nothing else — never your clients' information, your conversations, or your knowledge base. Referral partners give us their name, contact and payment details, and a taxpayer identification number for tax reporting; the taxpayer number is encrypted at rest, displayed only as its last four digits, and read only for tax reporting, with every read recorded.

10. Security

Every clinic's data is isolated from every other clinic's by row-level security enforced in the database itself. Staff access requires individual sign-in, and actions are recorded in an immutable audit log that cannot be edited or deleted from the console. Data moves over encrypted connections.

11. Children

The service is intended for veterinary clinics and their adult clients. It is not directed to children, and we do not knowingly collect information from children.

12. Changes to this policy

If this policy changes in a way that matters, the date at the top changes and clinics are notified through the console before the change takes effect.

13. Contact

Questions about this policy can be sent to support@callum.vet, or raised through your clinic, which can reach us directly from its console.