Privacy Policy

Last updated September 30, 2026

Front Desk NYC answers phone calls for veterinary clinics in New York City. This page explains what information we handle through our website, our demo line, our emails and the service we run for clinics, and what we do with it.

The short version: we collect only what we need to answer calls and run the service, clinics own their callers' information, and we never sell it or use it to train AI models.

Visiting our website

• We don't use advertising trackers or analytics cookies.
• Our website is hosted by Cloudflare, which processes technical information such as your IP address and browser type to deliver and protect the site. Our fonts load from Google Fonts, which also receives your IP address.
• Live demo page. You type the last 4 digits of the phone you'll call from. We use them only to match your call to your screen. On that screen, phone numbers are shown as their last 4 digits only. Nothing you type is saved, and the call's on-screen details are deleted 2 minutes after the call ends.
• If you email us, we keep your message so we can reply.

Forms on our website

If you apply for a pilot, sign a pilot order or send setup details through our website, we store what you submit with our website host, Cloudflare, and email a copy to our team. We use it only to review your application and to set up and run your clinic's service. When you sign an order, we also record the date, time and IP address as a record of the signature.

Calling our demo line

• The demo line plays a fictional clinic. Please don't share real medical or personal details you wouldn't want processed.
• Your call is carried by our phone provider, Twilio, and your voice is processed in real time by our speech AI provider, Google (Gemini API), so the assistant can understand and answer you.
• We don't keep audio recordings of demo calls. Our server keeps text transcripts in technical logs for troubleshooting, and they are deleted automatically within 30 days. Twilio keeps standard call records such as the calling number, time and length of the call.
• The recordings on our "Demo calls" page are test calls to our demo line with simulated callers.

Clinics we work with, and their callers

When a clinic uses Front Desk NYC, we answer calls on the clinic's behalf. To do that we handle:

• The caller's name and phone number
• Pet details such as name, species, breed and age
• The reason for the call, plus appointment, refill and message details
• The call audio while the call is happening, and a written transcript and summary afterward

How we treat this information:

• The clinic owns it. We use it only to provide the service to that clinic: answering calls, booking visits, queuing refill requests, and sending summaries and alerts.
• Never sold, never used for advertising, never used to train AI models, whether ours or our providers'.
• Callers are told up front that they are speaking with the clinic's automated assistant, and can ask for a call back from a person.
• Retention. We keep call records while the clinic's service is active and delete them within 30 days of the clinic's request or the end of service, unless the law requires us to keep them longer. Records written into a clinic's own practice software are controlled by the clinic.
• Caller requests. If you called a clinic we work with and want your information corrected or deleted, contact the clinic or email us, and we'll help the clinic take care of it.

Business emails

We sometimes email veterinary clinics using the business contact details they publish on their own websites or business listings. Every email explains how to opt out. Reply "no thanks" or email hello@frontdesknyc.com and we'll stop.

Service providers we use

These companies process information only to provide their services to us:

• Twilio (phone calls and text messages)
• Google (Gemini API speech AI)
• Render (hosting for our phone system)
• Cloudflare (website hosting)
• Zoho (email)

When a clinic connects its practice software or calendar, information also flows to that system at the clinic's direction. We share information with others only if the law requires it.

Security

We use encrypted connections, keep access limited to the people who run the service, and store credentials as protected secrets. No system is perfectly secure. If a security problem affects a clinic's information, we'll tell the clinic promptly and follow New York's breach notification rules.

Children

Our website and service are meant for veterinary clinics and their clients. They are not directed to children under 13.

Changes and contact

If we change this policy, we'll update the date at the top of this page. Questions? Email hello@frontdesknyc.com.