Privacy Policy

Vetra, LLC ("Vetra," "we," "us," or "our") operates the Vetra Virtual Advisor widget platform and the website located at usevetra.com. This Privacy Policy explains what information we collect, how we use it, and your choices and rights regarding that information.

By using our website or services, you agree to the practices described in this Privacy Policy. If you do not agree, please do not use our services.

1. Who This Policy Covers

This policy covers two categories of individuals:

• Shop Owners / Subscribers — Auto repair shop owners and operators who purchase and deploy the Vetra Virtual Advisor widget on their own websites.
• End Users / Widget Visitors — Customers of those auto shops who interact with the Vetra Virtual Advisor widget embedded on a shop's website.

2. Information We Collect

A. From Shop Owners (Subscribers)

• Account information: Email address and business (shop) name provided during checkout.
• Payment information: Billing details are processed and stored by Stripe, Inc. We do not store your full payment card or bank account numbers on our servers. See Section 6 for details on Stripe.
• Communication data: Any emails or messages you send to us.

B. From End Users (Widget Visitors)

When a customer interacts with the Vetra Virtual Advisor widget embedded on an auto shop's website, the following information may be collected:

• Name
• Phone number — used to deliver the soft quote and to send an SMS handoff notification to the shop owner.
• Vehicle information: Year, make, model, and mileage.
• Described symptoms and repair needs
• Photos — images of the vehicle, dashboard, or relevant damage uploaded voluntarily by the user.
• Interaction metadata — timestamps and workflow status data used to coordinate operational and retention follow-up workflows when enabled by the subscribing shop.

C. Automatically Collected Data

• IP address, browser type, device type, and pages visited on our website — collected via standard web server logs and used solely for security and analytics purposes.

3. How We Use Your Information

For Shop Owners

• Provision, manage, and support your subscription to the Vetra platform.
• Process payments through Stripe.
• Send you account-related communications (receipts, renewal notices, service updates).
• Respond to support inquiries.

For End Users (Widget Visitors)

• Analyze the vehicle issue using secure enterprise AI and generate a soft repair estimate.
• Deliver the estimate result to the user within the widget.
• Send an SMS notification to the subscribing shop owner containing the user's name, phone number, vehicle details, described symptoms, and AI-generated estimate — so the shop can follow up directly.
• When enabled by the subscribing shop, support AI-assisted retention follow-up workflows (including approximately 3-month and 9-month service reminders) using prior interaction data, service timing, and messaging rules.
• We do not send marketing messages to end users. The sole purpose of collecting the phone number is to enable the shop-to-customer follow-up.

4. SMS Communications and TCPA Compliance

Vetra operates under the requirements of the Telephone Consumer Protection Act (TCPA) and applicable FCC regulations. Please read this section carefully.

SMS to Shop Owners

Shop owners who subscribe to Vetra services consent to receive automated SMS notifications — the “SMS handoff” messages — containing lead details from widget interactions. These messages are operational in nature (not marketing) and are a core feature of the subscribed service. Messages are delivered via Telnyx, Inc., our telecommunications carrier, using a toll-free number registered to Vetra / Vetra. Message frequency varies based on widget traffic. Standard message and data rates may apply.

Consent to receive SMS from Vetra is not required to browse our public website, but is required for full use of SMS-dependent lead handoff features. Shop owners may opt out by replying STOP, and may request assistance by replying HELP or contacting legal@usevetra.com. Participating carriers are not liable for delayed or undelivered messages.

SMS Involving End Users (Widget Visitors)

The Vetra Virtual Advisor widget collects a phone number from the end user as part of the soft quote flow. By providing their phone number within the widget, the end user acknowledges that:

• Their information (including phone number, vehicle details, and symptoms) will be shared with the auto shop whose website hosts the widget.
• The auto shop may contact them via phone or text to follow up on the estimate or to schedule service.
• If enabled by the auto shop, the auto shop may also send service follow-up or retention reminders based on prior interaction timing (for example, around 3-month and 9-month windows), subject to applicable consent requirements.
• Vetra itself does not send marketing SMS messages to end users. Any subsequent communication comes from the auto shop directly, subject to that shop's own consent practices.

Shop owners who use the Vetra platform are solely responsible for ensuring their own customer follow-up communications (calls, texts, emails) are compliant with the TCPA, including obtaining proper written consent before sending marketing or promotional text messages to end users.

Automated Workflow Timing

Retention workflow timing (including 3-month and 9-month reminders) may be calculated using interaction dates, service history fields, and workflow logic configured by the subscribing shop. Vetra provides workflow tooling and infrastructure support, but the subscribing shop controls campaign rules, eligibility, and message approvals.

Opt-Out

Shop owners receiving operational SMS notifications may reply STOP to unsubscribe or contact us at legal@usevetra.com. Unsubscribing from SMS may affect platform functionality.

5. Secure AI Processing

A core design principle of the Vetra platform is that AI inference — the analysis of vehicle symptoms and generation of estimates — is performed securely using enterprise-grade providers (such as Google AI Studio) with strict data privacy standards. This means:

• End user data (names, phone numbers, vehicle details, photos) is securely processed and never used by any provider to train their foundational AI models.
• Your shop's proprietary labor rates and business data are never used to train external AI models.
• Data processed by the AI remains protected and purely for your shop's benefit.

6. Payment Processing (Stripe)

All payment processing is handled by Stripe, Inc., a PCI-DSS Level 1 certified payment processor. When you complete checkout, you are interacting directly with Stripe's secure infrastructure. Vetra does not receive, store, or have access to your full payment card number, bank account number, or CVV. Stripe's privacy policy is available at stripe.com/privacy.

For ACH payments, Stripe processes your bank account information under its own privacy and security standards, including Nacha Operating Rules compliance.

7. Data Sharing and Disclosure

We do not sell, rent, or trade your personal information to third parties for marketing purposes. We may share information in the following limited circumstances:

• Service providers: Telnyx, Inc. (SMS delivery carrier), Stripe, Inc. (payments), and hosting/infrastructure providers — only as necessary to operate the service and under confidentiality obligations. Telnyx’s privacy policy is available at telnyx.com/privacy-policy.
• Auto shop subscribers: End user widget data (name, phone, vehicle info, estimate) is shared with the specific shop whose widget the user interacted with. This is the core intended function of the service.
• Legal compliance: If required by law, subpoena, court order, or to protect the rights, property, or safety of Vetra, our users, or the public.
• Business transfers: In the event of a merger, acquisition, or sale of substantially all assets, personal information may be transferred as part of that transaction.

Mobile privacy commitment: Mobile phone numbers, SMS consent records, and SMS opt-in data are not shared with third parties or affiliates for their own marketing or promotional use.

8. Data Retention & Deletion Policy

Vetra retains different categories of data for varying durations based on regulatory obligations and operational necessity. This policy is reviewed annually or upon material change in applicable privacy law (CCPA, GDPR, state-level privacy acts).

Retention Schedule by Data Category

• Subscriber account data (shop owner profiles, login credentials, business identity): retained for the duration of the active subscription plus 90 days after cancellation. After 90 days, account records are anonymized; only billing-relevant fields are kept for tax/audit compliance.
• End user widget interaction data (names, phone numbers, vehicle info, photos, described symptoms): securely processed and retained on our infrastructure for 90 days from the date of interaction, then deleted, unless a longer retention period is legally required.
• SMS communications and consent logs: retained for 4 years per TCPA recordkeeping requirements (47 CFR § 64.1200).
• Transactional email logs (Resend): retained for 12 months in the provider's logs; metadata copied to our database is retained for 24 months for delivery audit purposes.
• Marketing email engagement data (Customer.io): retained for the duration of the subscription plus 12 months. Customers can request immediate deletion via legal@usevetra.com.
• AI voice call recordings (Vapi): retained for 4 years per audit and quality-assurance requirements; deleted immediately upon explicit customer request.
• Sales rep contractor records (W-9 forms, contractor agreements, payout history): retained for 7 years per IRS Form 1099 recordkeeping requirements (26 CFR § 6041).
• Bank account data sourced via Plaid: routing and account numbers are passed through to our payouts provider for recipient creation and are not persisted in Vetra's database. Only the last 4 digits and an account nickname (for display purposes) are stored.
• Workflow event data (SMS delivery status, reminder timing, follow-up logs): retained as reasonably necessary to operate messaging workflows, prevent duplicate sends, and support compliance/audit requests.
• Payment records (Stripe): retained as required by Stripe and applicable tax and accounting laws.
• Sentry error logs: retained for 90 days (Sentry default). Personally identifiable information is redacted via sendDefaultPii: false configuration on both backend and frontend Sentry SDKs.

Deletion Rights and Procedures

Subscribers and end users may request deletion of their personal data by emailing legal@usevetra.com. Vetra honors deletion requests within 30 days unless legal, tax, or regulatory retention obligations require longer holding (e.g., 7-year IRS contractor records, 4-year TCPA SMS logs). When a deletion request is partially fulfilled, the requester is notified which data was deleted and which remains under regulatory hold, with the basis for retention.

Deletion is performed across all primary stores (Supabase database, file storage, application caches) and propagated to downstream third-party processors (Stripe, Resend, Customer.io, Telnyx, Vapi) as their APIs permit.

Policy Review and Enforcement

This retention policy is reviewed at least annually and is enforced through automated retention windows in our Supabase database and periodic manual review of third-party processor retention settings. Material changes to this policy will be communicated to subscribers via email and reflected in the “Last updated” date at the top of this Privacy Policy.

9. Your Rights

All Users

• Request access to the personal information we hold about you.
• Request correction of inaccurate information.
• Request deletion of your personal information, subject to legal retention requirements.

California Residents (CCPA / CPRA)

If you are a California resident, you have additional rights under the California Consumer Privacy Act (CCPA) and California Privacy Rights Act (CPRA):

• Right to Know: You may request details about what personal information we collect, use, disclose, and sell (we do not sell personal information).
• Right to Delete: You may request deletion of your personal information we have collected.
• Right to Correct: You may request correction of inaccurate personal information.
• Right to Opt-Out of Sale: We do not sell personal information. No action is required.
• Right to Non-Discrimination: We will not discriminate against you for exercising any of these rights.

To submit a request, contact us at legal@usevetra.com. We will respond within 45 days.

10. Children's Privacy

Our services are intended for use by auto repair shop businesses and adult consumers. We do not knowingly collect personal information from children under the age of 13. If we become aware that a child under 13 has provided us with personal information, we will delete it promptly.

11. Security

We implement technical and organizational safeguards to protect personal information against unauthorized access, alteration, disclosure, or destruction. These include encrypted data transmission (HTTPS/TLS), secure enterprise AI processing, access controls, and secure payment processing via Stripe. No method of transmission over the internet is 100% secure, however, and we cannot guarantee absolute security.

12. Cookies and Tracking Technologies

Our website uses standard browser cookies and local storage solely to support core site functionality (such as remembering widget session state). We do not use third-party advertising or behavioral tracking cookies. We do not share cookie-derived data with third parties for marketing purposes.

Do Not Track: Our website does not alter its behavior in response to browser Do Not Track (DNT) signals, as no universal standard for DNT compliance currently exists.

13. Third-Party Links

Our website may contain links to third-party websites. We are not responsible for the privacy practices of those sites and encourage you to review their privacy policies.

14. Changes to This Policy

We may update this Privacy Policy from time to time. When we do, we will update the "Last updated" date at the top of this page. For material changes, we will notify active subscribers via email. Continued use of the service after any changes constitutes your acceptance of the updated policy.

15. Contact Us

For privacy-related inquiries, requests, or complaints:

• Email: legal@usevetra.com
• Website: usevetra.com
• Mailing Address: Vetra, LLC  ·  2245 Cherokee Ridgeway, Knoxville, TN 37920