Privacy Policy

We take the protection of your personal data very seriously. We treat your personal data as confidential and in accordance with applicable data protection laws and this Privacy Policy.

1. Data Controller

2. Data Collection on Our Website

Server Log Files

The hosting provider automatically collects and stores information in server log files that your browser automatically sends to us. This information comprises browser type and version, the operating system used, referrer URL, host name of the accessing computer, time of the server request and IP address.

Contact Form

When you contact us through a form, we process the details you enter so that we can handle your enquiry and respond to follow-up questions. The next section explains the delivery provider used for this purpose.

Sending contact and pet insurance forms via EmailJS

We send form enquiries to our inbox through the email delivery provider EmailJS (EmailJS Pte. Ltd., Singapore). Depending on the form, the data may include your name, email address, telephone number, practice or company and the content of your message. For the pet health-insurance form, it includes your name and email address as well as the animal profile: animal type, cover requested, age, optional breed and, for horses, the stated use. We also document the plan-review commission with its version and time and the confirmation of the privacy notice. We process these details to handle your enquiry, carry out the commissioned plan review and reply to you. The legal basis is Article 6(1)(b) GDPR where the enquiry concerns pre-contractual steps or the commissioned review and advice; otherwise it is Article 6(1)(f) GDPR, based on our legitimate interest in handling incoming enquiries efficiently. EmailJS processes the data as a processor and states that it may store request data and metadata. Personal data may be transferred to the United States; EmailJS cites Standard Contractual Clauses as a safeguard for European users. We retain your enquiry only for as long as needed to handle it and comply with statutory retention duties.

EmailJS Privacy Policy · EmailJS Data Processing Agreement

Services and third-party providers used

Hosting and delivery (Vercel, Cloudflare)

This website is hosted by Vercel Inc. (United States) and delivered through the content delivery network of Cloudflare Inc. (United States). Technically necessary connection data, including IP addresses, is processed to provide the website and protect it against attacks. The legal basis is our legitimate interest in secure and high-performance operation under Article 6(1)(f) GDPR. We have data processing agreements incorporating EU Standard Contractual Clauses with both providers.

Google Analytics 4

Google Analytics 4 (Google Ireland Ltd.) is loaded only after you have expressly consented to analytics. Once enabled, usage data such as pages viewed and time spent on the site may be processed; according to Google, Google Analytics 4 does not store individual IP addresses. The resulting statistics help us improve our services. The legal basis for processing is your consent under Article 6(1)(a) GDPR. You may withdraw that consent at any time with effect for the future through the privacy settings. No analytics data is transferred to Google Analytics before you consent.

Nita, Healio’s digital assistant

Nita’s voice connection is provided through OpenAI and starts only after your express consent. No audio data is transferred to OpenAI before it starts. The legal basis is your consent under Article 6(1)(a) GDPR. You may withdraw that consent at any time with effect for the future through the privacy settings. Please do not share sensitive health data with Nita. Personal advice is available through the contact channels listed on this website.

Contact via WhatsApp

We provide a voluntary link to WhatsApp, a service provided in the European Region by WhatsApp Ireland Limited. Healio does not load WhatsApp code or transmit data to WhatsApp before you click the link. When you open the link, you leave our website. Depending on how you use the service, WhatsApp processes information such as your telephone number, profile and communication data as well as device, usage and connection data. Further information is available in the WhatsApp Privacy Policy.

If you contact Healio through WhatsApp, WhatsApp/Meta and Twilio Ireland Limited transmit your sender details, message content, time and technical message identifiers to Healio. General text questions may be answered automatically by “Nita”, Healio’s digital assistant. For this purpose, the text is sent through the OpenAI API to OpenAI Ireland Limited. Nita identifies itself in generated replies as Healio’s digital assistant. The Healio service does not download submitted media and does not use tools, web search or persistent conversation memory.

The Healio application does not retain raw message texts, telephone numbers, media or generated answers after processing. It stores only pseudonymous identifiers for duplicate protection for up to seven days and a pseudonymous opt-out status after STOP until START or deletion. OpenAI requests are sent with storage disabled. OpenAI may nevertheless retain prompts and replies in abuse-monitoring logs for up to 30 days unless stricter data controls have been activated for the API project. WhatsApp/Meta and Twilio may process or retain communication and usage data under their own service rules. See the Twilio Privacy Notice and the OpenAI API data controls.

We process the data to answer your voluntarily initiated request and to secure the channel. The legal basis is Article 6(1)(b) GDPR where the request concerns pre-contractual steps, and otherwise Article 6(1)(f) GDPR based on our legitimate interest in answering enquiries and preventing misuse. Providers and subprocessors may process data outside the EEA. Depending on the provider and transfer, safeguards may include adequacy decisions, standard contractual clauses or binding corporate rules. You can contact us equally by telephone, email or the contact form.

Please do not send health data, patient data, insurance numbers, diagnoses, findings, invoices, photographs, voice messages or documents through WhatsApp. A keyword filter cannot reliably recognise every sensitive statement. Messages recognised as sensitive, media and requests for a human contact bypass the AI and receive a fixed information response; no employee is automatically notified and no callback is commissioned.

Appointment booking (Calendly)

The embedded appointment booking provided by Calendly LLC in the United States is loaded only after your express consent. Loading it transfers technical connection data to Calendly. The legal basis for this transfer is your consent under Article 6(1)(a) GDPR, which you may withdraw at any time with effect for the future through the privacy settings. If you then book an appointment, the data you enter, including your name, email address and selected appointment, is transmitted to Calendly and made available to us. This processing is necessary to take steps at your request prior to entering into a contract under Article 6(1)(b) GDPR.

Email communication (Brevo)

We use Brevo (Sendinblue GmbH, Germany) to send information emails. Your email address is used for this purpose only if you have consented or an existing business relationship applies. You can unsubscribe at any time through the unsubscribe link.

External insurer application journeys

For premium calculators and online applications, we link to journeys provided by the respective insurers, for example SDK, die Bayerische and UKV/Versicherungskammer. The privacy policies of the relevant provider apply there; the insurer processes the data entered there as the controller.

3. User Rights

Within the framework of applicable statutory provisions, you have the right at any time to obtain, free of charge, information about your stored personal data, its origin and recipients and the purpose of processing, and, where applicable, the right to rectification, restriction or deletion of this data.

4. Cookies

Our website uses cookies in some areas. Cookies do not damage your computer and do not contain viruses. They help make our services more user-friendly, effective and secure. Cookies are small text files stored on your computer by your browser.

5. Contact for privacy questions

If you have any questions about data protection, please send us an email:

Email: [email protected]

Last updated: August 2026