Privacy Policy

1. What data we collect

• Identity and contact details: name, email address, phone or WhatsApp number, country.
• Information about your animal: species, age, symptoms and history that you choose to share.
• The content of your advice conversations, including the photos, videos and audio messages you send.
• Payment confirmation data. Payments are processed entirely by Stripe on its own secure pages — Karamel never sees or stores your card details.
• Basic technical data linked to your use of the website (see our Cookie Policy).

2. Why we process it

• To deliver the tele-advice service you purchased (performance of a contract).
• To answer your contact and partnership requests (legitimate interest).
• To operate, improve and secure our service (legitimate interest).
• To send you marketing communications, only if you have consented (consent).
• To comply with our legal obligations, such as accounting and tax rules (legal obligation).

3. Who receives your data

We share personal data only with the service providers that help us operate the service and that act on our instructions: Stripe (payments), Meta / WhatsApp (messaging), Crisp (conversation management), our hosting providers and the technical providers involved in generating AI guidance.

We do not sell your data and we do not share it with third parties for their own purposes without your consent, except where the law requires it. Some providers may process data outside the European Economic Area; in that case we rely on appropriate safeguards such as the European Commission's standard contractual clauses.

4. How long we keep it

We keep personal data no longer than necessary: conversation data for as long as needed to provide the service and handle follow-up questions or complaints, and invoicing data for the retention periods imposed by Belgian accounting and tax law. Data is then deleted or anonymised.

5. Your rights

You have the right to access, correct, delete and receive your personal data, to restrict or object to its processing, and to withdraw your consent at any time. Write to admin@karamel.eu and we will respond within the legal deadline.

You can also lodge a complaint with the Belgian Data Protection Authority (autoriteprotectiondonnees.be / gegevensbeschermingsautoriteit.be).

6. No automated decisions about you

Karamel does not make automated decisions that produce legal effects concerning you. The AI Veterinarian provides general guidance about your animal's situation; it does not evaluate you as a person.