Sylvester Privacy Policy
SYLVESTER.AI, INC.
Last Updated October 1st, 2026
At Sylvester.AI we take privacy seriously. Please read this Privacy Policy to learn how we collect, process, use and store personal information.
If you have any questions about this Privacy Policy please contact us at support@sylvester.ai.
While we recommend that you read the entire policy, a summary of our treatment of personal data can be found in Schedule A at the end of this Privacy Policy.
This Privacy Policy (this “Policy”) describes how Sylvester.AI, Inc. (“Sylvester”, the “Company”, “we”, “our” or “us”), may collect, store, use, process and/or share information collected by or transmitted on, to or in connection with our software-based cat pain assessment platform (“Sylvester” or the “Platform”).
We are committed to maintaining the privacy of those who use Sylvester to facilitate their veterinary and/or pet-health services offerings (“Clinicians”) and pet-owners who use Sylvester for the purposes of assessing and enabling Clinicians to assess the pain-sate of their cats (“Pet-Owners”).
This Policy explains:
What information we collect and why we colleWhat information we collect and why we collect it.
How we use that information.
Clinicians’ and Pet-Owners’ rights with regard to the collection of such information.
How you may close your account, and separately, how you may request deletion of your account and your data.
Our role as a data processor of certain Pet-Owner information.
Background & Application of this Privacy Policy
Sylvester. Sylvester enables Pet-Owners to upload images of their cats (each, a "Picture") to a cloud-based portal which then generates assessments (each, an "Assessment") of the pain-state of the cats based on proprietary machine-learning algorithms. Assessments are shared with the Pet Owner who uploaded the Picture and when authorized by the Pet Owner, with the Clinician associated with or selected by such Pet-Owner.
Applicability of this Policy to Clinicians’ and Pet-Owners’ Personal Data. While this Policy describes our collection, use and processing of all personal data collected via the Platform, our relationship to Clinicians and Pet-Owners is not always a direct one. In certain cases, Sylvester’s direct customer is a veterinary clinic or other person (each such customer, a "Customer") who will provide personal information regarding the Clinicians who work with such Customer and the Pet-Owners serviced by such Customer, to enable such Clinicians and Pet-Owners to make use of Sylvester. In such circumstances, Sylvester is a data processor who processes data transmitted to Sylvester by the Customer pursuant to a contractual agreement between the Customer and Sylvester. In such instances the Customer is the data controller responsible for obtaining consent for the collection, use, storage and processing of personal data of the Clinicians and Pet-Owners by Sylvester in accordance with the terms of this Privacy Policy. We enter into a contractual relationship with each Customer pursuant to which the Customer undertakes to gain consent from Clinicians and Pet-Owners prior to transmitting personal data regarding Clinicians or Pet-Owners to Sylvester or via Sylvester.
Personal Information We Collect & Where We Get it From
We collect personal data from Customers, Clinicians and Pet-Owners directly and manually and through automated tracking technologies. Below is a detailed list of what information we collect and how it is collected:
Personal Data Collected Regarding Clinicians.
Name & Contact Information: The Customer provides us with the name and contact information of Clinicians who will be using Sylvester to service Pet-Owners.
Usage Information: Sylvester may automatically collect information regarding the Clinician’s usage of the Platform.
Personal Data Collected Regarding Pet-Owners.
Name & Contact Information: The Customer will provide us the name and contact information of Pet-Owners either manually or via enabling an integration between Sylvester and the Customer’s CRM software. Once a Pet-Owner signs up for Sylvester directly, Sylvester will confirm the name and contact information and request certain additional details.
Payment Information: Payment-card information is collected directly by Apple, Google or another third-party payment provider. Sylvester generally receives only transaction, product and subscription information rather than raw payment-card details, together with an account identifier assigned by our subscription payment processor so that we can associate a subscription with a Sylvester account.
Usage Information: Sylvester may automatically collect information regarding the Pet-Owner’s usage of the Platform.
Images: Sylvester will collect information included in the Pictures. The Pictures may contain personal information but are not intended by Sylvester to include any personal information. We ask that Pet-Owners not include images of identifiable people in Pictures.
Location Information: When a Pet-Owner creates or maintains a Sylvester account, we ask the Pet-Owner to directly provide their general location (country/province/state, etc.). We do not request permission to access, and do not collect, GPS or other precise location data from a Pet-Owner’s device. This is distinct from the approximate location that may be inferred automatically through tracking technologies described below.
Analytics, Attribution & Device Information: We use third-party analytics, crash-reporting, and marketing-attribution tools (as of date of last update of this Policy Firebase Analytics, Crashlytics, and AppsFlyer, but these may change from time to time) to understand how Pet-Owners use Sylvester, diagnose technical issues, and measure the performance of our advertising campaigns. These tools may collect device and advertising identifiers, crash and diagnostic data, and information about how the Platform was installed and set up, including the method used to register (email, Google, or Apple) and an internal, pseudonymous backend user ID that allows us to connect this information back to a Sylvester account. We do not provide these tools with Pet-Owners’ names, email addresses, or phone numbers. Certain attribution and deep-linking data passed to these tools may, however, include limited practice-related context (such as a clinic name or referral URL) reflecting how a Pet-Owner arrived at Sylvester.
Automatic Information Collection & Tracking Technologies.
When you use Sylvester, our technology may automatically collect a variety of technical information as well as information regarding your usage of Sylvester. We may either collect such information ourselves or authorize third party service providers to collect this information on our behalf utilizing their software tools integrated into Sylvester. Information collected via automated tracking technologies may include: IP address, browser and device characteristics, operating system, location information (i.e., an approximate location inferred from your IP address or device settings — not the location you provide directly when creating your account, described above), and usage information regarding the way you use and interact with the Platform.
We use cookies and other similar tools to conduct web analytics, in order to optimize Sylvester’s performance and functionality. Web browser settings can allow you to control the cookies stored on your hard drive. If you choose to disable cookies, you will still be able to use Sylvester but certain functionalities may be limited.
How We Use the Personal Data We Collect
Use of Clinicians’ Personal Data.
Access to Sylvester: The name and contact information of Clinicians is used to enable and secure access to Sylvester for Clinicians to utilize as a tool in the provision of services to Pet-Owners and assessing the health and pain-states of cats.
Improvement of Products & Services: Data regarding the Clinicians’ usage of the Platform is used to improve Sylvester and optimize and develop Sylvester’s product and service offerings.
Marketing: If opt-in consent is provided, personal information may be used for Sylvester to provide marketing material related to Sylvester and other related products and services.
Use of Pet-Owners’ Personal Data.
Invitation to Access Sylvester: The name and contact information of Pet-Owners provided to Sylvester by Customers is used to invite Pet-Owners to sign up for Sylvester.
Facilitating Subscriptions: The information provided directly by Pet-Owners is used to facilitate a subscription to Sylvester by Pet-Owners and enable Pet-Owners to continue to use Sylvester.
Providing Sylvester Services: Certain contact information and the information contained in the Pictures is used to actually provide the relevant services, such as Assessments and sharing of Pictures and Assessments with the relevant Clinicians, in each case only where the Pet-Owner has chosen to connect, book, call or otherwise authorize such Clinician to receive that information.
Improvement of Products & Services: Data regarding the Pet-Owners’ usage of the Platform and the Pictures themselves are used to improve Sylvester and optimize and develop Sylvester’s product and service offerings, including to improve Sylvester’s technology, such as its machine-learning algorithms.
Marketing: If opt-in consent is provided, personal information may be used for Sylvester to provide marketing material related to Sylvester and other related products and services.
Location, Analytics & Attribution Data: Location information and advertising attribution data provided directly by Pet-Owners is used to maintain the Pet-Owner’s account profile, to determine and display geographically relevant Clinics, sponsored Clinics, and other Connect to Care offers, and, where permitted, to tailor service or marketing communications by region. Information collected through analytics, crash-reporting, and attribution tools is used to operate, secure, maintain and improve the Platform, diagnose and fix technical issues, and measure and improve the performance of our advertising.
Use of Anonymized & Aggregated Data.
Notwithstanding anything to the contrary in this Policy, we may use, share, license, sell or otherwise commercialize aggregated or anonymized data, or non-personal information such as that contained in the Pictures, either collected by us or generated from information collected by us for any purpose and without restriction including to develop, improve and commercialize products and services, provided that information is only treated as anonymized for the purposes of this Policy where it has been de-identified, in accordance with generally accepted best practices, such that it can no longer be used to identify a Pet-Owner or Clinician and re-identification is not reasonably foreseeable.
Who we Share Personal Data With
We understand the importance of limiting the sharing of personal data with third parties to what is reasonably necessary for providing and improving our products and services and otherwise fulfilling the purposes for which the information is collected. We may share personal data in the following circumstances:
With Developers: Sylvester’s software and technology developers have access to information that is related to or useful for the development and improvement of our software, machine learning algorithms, products and services.
Our Service Providers: We may share information with contractors, service providers and other third parties we use to support the Platform and our products, services and business operations.
Analytics, Attribution & Payment Processors: We share limited technical and usage information with analytics, crash-reporting, marketing-attribution, and payment-processing service providers (as of date of last update of this Policy including Firebase and Crashlytics (Google), AppsFlyer, and our subscription payment processor) to operate, secure, and measure the performance of Sylvester.
Clinic & Connect to Care Partners: Where a Pet-Owner chooses to connect with, book, call or otherwise engage a clinic or other partner through Connect to Care or a similar feature, we share the personal information reasonably necessary to facilitate that connection (which may include the Pet-Owner’s name, contact information and relevant Pictures and Assessments) with the clinic or partner selected by the Pet-Owner. We do not provide a Pet-Owner’s contact information to a clinic or partner for the purpose of enabling the clinic or partner to reach out to provide care unless the Pet-Owner has given consent for us to do so, either explicitly or by selecting to contact or make a booking with a clinic.
Business Transfers: We may share or transfer information in connection with, or during negotiations of, any merger, sale of Sylvester’s assets, financing, or acquisition of all or a portion of our business.
Affiliates: We may share information with our affiliates. Affiliates include any parent company, subsidiaries, joint venture partners, or other companies that we control or that are under common control with us.
Comply with Applicable Law: We may share your information as required by any court order, law, legal process or government or regulatory request.
Enforce Our Rights: We may share information as reasonably necessary to enforce our rights arising from any contract between us and the applicable Customer, Clinician or Pet-Owner.
Protect Our Rights: We may share or transfer information if we believe it is necessary to protect our rights.
The third parties with whom we share information pursuant to the above may be located in countries other than your own, and we may send them information we receive. We use commercially reasonable safeguards, including a variety of legal mechanisms such as contracts, to ensure your rights are protected and that your personal information remains secure and is only transferred to trustworthy third parties with privacy policies and security requirements reasonably similar to our own, and who only use such personal information for the reasons we have authorized.
How We Protect Personal Data
Protective Measures
We use Google Cloud Platform, including Firebase, and Amazon Web Services (“AWS”) for data processing and storage, and data is stored on secure servers.
We retain data for the period of time that we deem necessary depending on the purposes for which it is collected and the permitted uses we make of the data. While data is retained, it is protected, when we deem it no longer necessary to be retained, we destroy the data. Notwithstanding the above, we will retain data as required by applicable law. Closing a Sylvester account and requesting deletion of a Sylvester account and the associated data are two different things, and they are described in the section titled “Closing Your Account & Deleting Your Data” below.
When we transfer personal information to third parties, we use secure channels to transfer information and we ensure the recipients of the information are subject to confidentiality agreements that protect the information being transferred.
All of our employees and contractors sign confidentiality agreements with us.
Inherent Risk
Despite the above measures, no safeguards are guaranteed and any collection or transfer of personal information poses risks. No electronic transmission over the internet or information storage technology can be guaranteed to be 100% secure, so we cannot promise or guarantee that hackers, cybercriminals, or other unauthorized third parties will not be able to defeat our security and improperly collect, access, steal, or modify your information. Furthermore, we cannot guarantee that third parties will abide by their confidentiality obligations or data security responsibilities.
Breach Protocols
As a result of the aforementioned risks, Sylvester has risk mitigation protocols in place, including protocols for responding to data breaches which include assessing whether it is reasonable in the circumstances to believe that a breach has created a real risk of significant harm to an individual and, if such a risk is confirmed, reporting the breach to the relevant authorities and to the affected individuals.
Closing Your Account & Deleting Your Data
Closing your account. You may close your Sylvester account at any time from within the app. Closing your account disables your access to Sylvester and hides your account, and it cannot be reversed by you — a closed account cannot be reactivated, and you would need to create a new account in order to use Sylvester again. Closing your account does not delete your personal information, your Pictures or your Assessments, which continue to be retained by us in accordance with this Policy until you request deletion.
Requesting deletion of data. You may request deletion of your account and the personal information associated with it at any time, free of charge, by by writing to us at support@sylvester.ai, or by completing the form linked at https://my.sylvester.ai/delete-account. We may ask you for information reasonably necessary to verify that the request is being made by the account holder.
What we delete. When we process a deletion request, we delete or irreversibly de-identify the personal information associated with your account, including your name, email address, telephone number, the identifiers associated with your Apple or Google sign-in, the account identifier assigned by our subscription payment processor, the general location you provided, your push-notification identifiers, and the Pictures and Assessments linked to your account.
What we retain. We may retain and continue to use Pictures and information derived from them where they have been de-identified as described in the “Use of Anonymized & Aggregated Data” section above, including to develop, train and improve our machine-learning models and otherwise improve our products and services. We may also retain limited records where we are required or permitted to do so for legal, tax, accounting, security, fraud-prevention or transactional purposes.
How long it takes. We will make commercially reasonable efforts to complete each verified deletion request within 30 days. Where a request is particularly complex we may extend this period by up to a further 30 days, in which case we will tell you before the initial period expires. We will confirm to you in writing once your request has been processed.
Backups, service providers and existing models. Deletion takes effect in our live systems promptly. Copies may be retained as part of routine backups but such copies will remain isolated and are not used for any purpose other than disaster recovery. We instruct our service providers to delete information they hold on our behalf. Machine-learning models and aggregated outputs that were already produced using information before it was deleted are not reversed or retrained, and do not contain information that can be linked back to you.
Subscriptions. Closing your account or requesting deletion does not automatically cancel a subscription purchased through the Apple App Store, Google Play or another payment provider. You must cancel any such subscription directly with that provider.
Minors Under the Age of 18
Sylvester is not intended for minors under 18 years of age. No one under age 18 may provide any information to Sylvester or via Sylvester. We do not knowingly collect personal information from persons under 18. If you are under 18, do not use or provide any information on Sylvester or provide any information about yourself to us, including your name, address, telephone number or email address. You also agree to not provide us with any information regarding persons under the age of 18 including, if you are a Customer, you agree not to provide us with any information regarding Pet-Owners under the age of 18. If we learn we have collected or received personal information from or about a person under 18 without verification of parental consent, we will delete that information. If you believe we might have any information from or about a person under 18, please contact us at support@sylvester.ai.
Your Rights & How to Exercise Them
Depending on where you are located geographically and where your residency is, applicable privacy law may provide you certain rights regarding your personal information beyond what is explicitly provided for in this Policy. If you have any questions about our information management practices or to exercise your rights, please contact us at support@sylvester.ai with your request and we will respond promptly.
Specifically, if you are located within the European Union (the “EU”) or the European Economic Area (the “EEA”) you may be afforded specific rights regarding your information. Subject to eligibility, you may have:
The right to access – the right to request our copies of your personal information. You may be charged a small fee for this service.
The right to rectification – the right to request the correction of any information you believe is inaccurate or completion of any information you believe is incomplete.
The right to erasure – the right to request the erasure of your personal information, under certain conditions.
The right to restrict processing – the right to request that we restrict the processing of your personal information, under certain conditions.
The right to object to processing – the right to object to the processing of your personal information, under certain conditions.
The right to data portability – the right to request the transfer of your data to another organization, or directly to you, under certain conditions.
If you are a resident of California or of another U.S. state that has enacted a comprehensive privacy statute, you may also have the right to know what personal information we collect about you and how we use and disclose it, to request access to and a copy of that information, to request correction or deletion of it, to appeal a decision we make about your request, and not to be discriminated against for exercising any of these rights. To exercise any of these rights, contact us at support@sylvester.ai.
Generally, with regard to personal information collected regarding Clinicians and initial information collected regarding Pet-Owners, Sylvester is a “Data Processor.” Therefore, for detailed information concerning the exercise of your rights, you should contact the applicable Customer (e.g. the company with respect to which you are a Clinician or who services you as a Pet-Owner) who has provided us with your personal information.
Regardless of your relationship with us, should you wish to file a request regarding any of the above you may contact us at support@sylvester.ai and we will make our best efforts to facilitate your request.
The person responsible for the protection of personal information at Sylvester is Susan Groeneveld, Chief Executive Officer, who can be reached at support@sylvester.ai.
SCHEDULE A
Summary of the Personal Data Sylvester Collects & How We Use It
This Schedule A is a summary only. In addition to the recipients listed below, personal data may be shared as described in the section titled “Who we Share Personal Data With” (for example, with our service providers, in connection with a business transfer, or where required by law). If there is any inconsistency between this Schedule A and the body of this Policy, the body of this Policy governs.
Clinician's Personal Information
Pet-Owners’ Personal Information
