Privacy Policy

Overview

This Privacy Policy explains how Kaeli ("Kaeli", "Luna", "we", "us"), operated from Denmark, collects, uses, stores, and protects personal data when animal-service businesses, their staff, and pet owners use the Kaeli website, business onboarding, Luna chat, storefronts, booking and emergency flows, and related services.

Kaeli is built for EU pet-care businesses and is operated with GDPR principles in mind: collect only what is needed, keep it secure, explain what happens, and give people practical control over their data.

Data we collect

• Business account data: business name, owner name, email, phone, website, address, city, languages, species, opening hours, plan, and emergency settings.
• Business content: scraped public business details, services, prices, and team profiles.
• Pet-owner booking data: owner name, pet name, phone or email, requested service, preferred time, symptoms, and notes.
• Emergency triage data: pet owner name, pet name, symptoms, and routing state, captured only when an owner uses the emergency flow.
• Payment data: Stripe customer, subscription, and trial status. We do not store card numbers.
• Usage and security data: requests, errors, and security events needed to run the service.

How we use data

• To create business accounts, storefronts, and the Luna onboarding flow.
• To import clinic data from a public website and pre-fill setup.
• To let Luna prepare booking requests and route emergencies safely.
• To process trials and subscriptions through Stripe.
• To send transactional emails such as login links.
• To secure the platform, prevent abuse, and debug errors.

Service providers

We use trusted providers that process data only to deliver the service.

• Cloudflare: hosting, Workers, and the D1 database.
• Hetzner: EU-hosted infrastructure for the clinic scraper.
• Stripe: trials, subscriptions, and billing.
• Resend: transactional emails (login links).

We do not sell personal data.

Retention

• Booking and appointment data: retained while needed for the clinic relationship and legal/accounting duties, then deleted or anonymized.
• Emergency triage records: retained only as long as needed for safety and clinic follow-up.
• Login links: short-lived and expire within minutes.
• Scrape cache: normally retained briefly for setup and debugging.

Important: Luna does not provide medical advice

Luna prepares intake and booking requests and routes urgent cases. Luna is not a veterinarian and does not provide diagnosis or medical advice. For severe symptoms or immediate danger, contact an emergency veterinarian now.

Your rights

Where GDPR applies you may request access, rectification, erasure, portability, restriction, objection, and consent withdrawal, subject to legal retention duties and identity verification. Animal-service businesses are responsible for handling their own pet owners' data lawfully; we may route some requests to the business as the primary controller.

Security

We use TLS, platform secrets, service isolation, security headers, and least-privilege access. No system is perfect, but security issues are treated as urgent operational work.

Contact

For privacy questions or data requests, contact support@kaeli.dk. Operator: Kaeli, operated from Denmark. You may also lodge a complaint with your local EU/EEA data protection authority. See also our Cookie Policy and Terms.