Privacy Policy and Confidentiality

Data protection and the confidentiality of laboratory information are an integral part of the way VetPro provides its services.

This Policy explains which data we may collect, the purposes for which it is used, how it is stored and protected, who may have access to it and what rights are held by the individuals to whom the data relates.

A dedicated section of the Policy concerns the confidentiality of laboratory results, sample data, clinical information and communications with veterinarians and other users of our services.

The Policy applies to the use of the VetPro website and portal, communication with the laboratory, registration and processing of laboratory requests, sample submission and the provision of laboratory and other professional services.

1. Data controller

The personal data controller is:

VetPro d.o.o.
Kneza Danila 49–51
Belgrade, Republic of Serbia

Email: [email protected]

Telephone: +381 11 318 7063

For questions regarding privacy, data processing or the exercise of rights, you may contact us at the email address above.

2. What data we process

The type of data depends on how you use our services.

Client and user data

We may process:

• name and surname;
• name of veterinary organisation or other client;
• business address;
• email address;
• telephone number;
• data required for access to the VetPro portal;
• data required for invoicing and business administration;
• data contained in communications with the laboratory.

Data related to laboratory testing

A laboratory test request and accompanying documentation may contain:

• data about the veterinarian or other person submitting the sample;
• data about the animal owner where provided to the laboratory;
• patient identification data;
• data about animal species, breed, sex and age;
• case history and other relevant clinical data;
• data about the type, origin and method of sampling;
• requested laboratory tests;
• laboratory results;
• expert commentary and interpretations;
• photographs, microscopic images and other diagnostic documentation where required for service provision.

Data relating exclusively to an animal are not personal data in themselves. Where connected to an owner, veterinarian or other natural person, we treat such data in accordance with this Policy.

Data submitted via the website

When you send an enquiry or use the contact form, we may process the data you have provided yourself, such as name, email address, telephone number and message content.

Technical data

When using the website or portal, certain technical data necessary for system operation and security may be processed, such as IP address, device and browser data, access time and technical system logs.

3. Why we use data

We process data only when there is a specific purpose and an appropriate legal basis for doing so.

Data may be used for:

• receipt and processing of laboratory test requests;
• sample identification and traceability;
• performance of laboratory analyses;
• review, validation and issuance of results;
• expert interpretation of findings;
• communication and consultation with veterinarians;
• enabling access to the VetPro portal;
• organising sample collection and transport;
• invoicing and maintaining business records;
• responding to enquiries;
• handling complaints;
• internal and external quality control;
• method validation and verification;
• maintaining the security of information systems;
• fulfilling legal, regulatory and accreditation obligations;
• improving the quality of our services.

Depending on the circumstances, processing may be based on the performance of a contract or steps taken prior to entering into a contract, fulfilment of legal obligations, the legitimate interest of VetPro or a third party, or the consent of the individual where required. Where processing is based on consent, consent may be withdrawn at any time.

5. Professional consultations and clinical data

Correct interpretation of a laboratory result sometimes requires additional information about the patient. A veterinarian may therefore provide the laboratory with case history, previous results, photographs, diagnostic images or other information relevant to the specific test.

We use this data to the extent necessary for the provision of laboratory and professional services, quality control and other justified purposes described in this Policy.

We expect veterinarians and other professional users to provide the laboratory only with data that is necessary for the requested testing or consultation and for which they have an appropriate basis.

6. Who may have access to data

Data may be accessed by VetPro employees and collaborators who require information to carry out their duties and who are bound to maintain its confidentiality.

Where necessary for service provision, certain data may also be accessible to service providers working for VetPro, such as:

• IT and hosting service providers;
• laboratory information system providers and maintainers;
• logistics and transport service providers;
• accounting and administrative service providers;
• specialist or reference laboratories to which certain testing is referred.

Such parties are provided only with data necessary for the specific purpose and subject to appropriate data protection and confidentiality obligations.

VetPro does not sell data about users, clients, patients or laboratory tests.

7. Tests performed at other laboratories

We perform the majority of laboratory tests at VetPro laboratory. Certain specialised tests may be performed at partner or reference laboratories in Serbia or abroad.

In such cases we transfer only the data necessary for sample identification, performance of the requested analysis and correct interpretation of results.

Where such a procedure involves the transfer of personal data outside the Republic of Serbia, the transfer is carried out in accordance with applicable regulations and with appropriate protective measures in place.

8. VetPro portal

The VetPro portal enables professional users to register samples, track their status and access laboratory results and reports.

A user account and access credentials are intended for the authorised user and must not be shared with unauthorised persons.

We apply technical and organisational measures aimed at protecting data processed through the portal and limiting access to authorised users.

If there is any suspicion that a user account has been compromised or accessed by an unauthorised person, the user should notify VetPro.

9. How long we retain data

We do not retain data longer than is necessary for the purpose for which it was collected.

Retention periods may depend on:

• type of laboratory documentation;
• legal obligations;
• quality system and accreditation requirements;
• accounting and tax regulations;
• contractual relationships;
• the need for traceability of the laboratory process;
• the legitimate need for access to previous results.

Different categories of data may therefore have different retention periods.

At the end of the applicable period, data is deleted, anonymised or otherwise ceases to be used, unless there is a legal basis for its continued retention.

10. Data security

We apply appropriate technical and organisational measures to protect data against:

• unauthorised access;
• unauthorised disclosure or use;
• accidental loss;
• alteration;
• destruction or damage.

Access to laboratory and business information systems is restricted according to user responsibilities.

Protective measures are periodically reviewed and adapted to the nature of the data, technology and assessed risks.

11. Cookies and tracking

The public VetPro website does not use analytical or marketing cookies and does not use technologies for tracking visitor behaviour.

We do not use Google Analytics, Meta Pixel, Hotjar or similar services for tracking or profiling users.

Technical or session cookies may be used within the functionality of the VetPro portal where they are necessary for user authentication, session maintenance and system security. Such cookies are not intended for analytics, marketing or tracking user behaviour.

12. Google Fonts

The website currently loads fonts via the Google Fonts service.

When loading fonts, the user's browser may establish a connection with Google servers, at which point Google may receive certain technical information, including the IP address from which the request was made.

VetPro does not use Google Fonts to track visitor behaviour and does not use this service to profile users. If fonts are in future loaded directly from VetPro servers, this provision will be amended accordingly.

13. Electronic communications and professional notifications

If a user voluntarily registers to receive professional information, news or promotional content, we use contact data for this purpose on the basis of an appropriate legal ground.

It is possible to unsubscribe from such messages at any time using the unsubscribe option or by contacting VetPro.

Unsubscribing from promotional notifications does not affect messages that are necessary for the provision of laboratory services, delivery of results or other communication related to an existing business relationship.

14. Your rights

In accordance with personal data protection regulations, the individual to whom data relates may, depending on the circumstances and legal basis of processing, have the right to:

• be informed of whether we process their data;
• request access to data;
• request correction of inaccurate or incomplete data;
• request deletion of data where the legal conditions are met;
• request restriction of processing;
• object to certain types of processing;
• request data portability where conditions are met;
• withdraw previously given consent.

Withdrawal of consent does not affect the lawfulness of processing carried out prior to its withdrawal.

To protect data, before acting on a request we may ask for appropriate verification of the applicant's identity.

Data processing requests may be sent to: [email protected]

15. Right to lodge a complaint

If you believe your data is being processed contrary to regulations, you have the right to contact:

The Commissioner for Information of Public Importance and Personal Data Protection of the Republic of Serbia.

Before lodging a complaint, you may also contact VetPro directly so that we may attempt to clarify or resolve the matter relating to the processing of your data.

16. Use of laboratory data for quality control, education and professional work

Laboratory data and diagnostic materials may be used for:

• internal and external quality control;
• method validation and verification;
• improvement of laboratory processes;
• internal education and professional development;
• scientific or professional work where there is an appropriate basis.

Where the identity of a natural person or client is not required for such a purpose, data is used in anonymised or appropriately de-identified form.

Photographs of cytological, haematological, microbiological and other preparations, as well as other diagnostic materials, may be used for quality control and professional education while maintaining data confidentiality.

Data will not be published publicly in a manner that allows identification of a natural person or client without an appropriate legal basis.

17. Mandatory disclosure

Confidential data may be disclosed to a court, state authority or other authorised person where VetPro is required to do so by law or other binding request from a competent authority.

In such a situation we disclose only the data necessary to fulfil the specific legal obligation.

18. Amendments to this Policy

We may periodically amend this Policy to reflect changes in our services, technology, data processing practices or regulatory requirements.

The current version will always be available on the VetPro website, together with the date of the last update.