What we collect, and why

Who we are

Roost is back-office software for independent relief veterinarians. It is operated by Roost Platform LLC, 1500 N Grant St STE R, Denver, CO 80203 (“Roost,” “we,” “us”).

You can reach a person any time at hello@roost.vet.

Who this policy covers

• Visitors to roost.vet.
• Account holders. These are the relief veterinarians who use Roost to run their relief work.
• Practices and their staff. Practices are the clinics a Roost user works with, and the people at them who receive invoices, booking confirmations or billing terms from a Roost user, or who request a booking through a vet’s Roost page. Most practices never create a Roost account. The section “Practices and others who hear from a Roost user” says how we treat their information.

What we collect on roost.vet

Reading roost.vet asks you for nothing. If you book a demo or a setup session, the booking calendar is run by Zoho Bookings and collects your name, email address, the time you choose and, if you give one, your phone number. Creating an account happens in the Roost app at app.roost.vet. What the app holds is described below.

Analytics and advertising

Roost uses three kinds of measurement, and the differences matter:

PostHog is our product and web analytics platform. It records pseudonymous usage, such as page views, which links and buttons you use, and properties like which plan you are on, so that we can see how Roost is used. In the app it links that usage to your account’s internal ID and role. It does not collect any shift or practice information. PostHog honors your browser’s Global Privacy Control and Do Not Track signals.

Zoho PageSense connects roost.vet to Zoho Marketing Automation, the tool we use for our newsletters and marketing email. It records which pages you visit. If you later give us your email address, by booking a demo or creating an account, the emails we send can then reflect what you were interested in. Until then it knows you only as an anonymous visitor.

Meta and Google advertising tags are third-party trackers, not our own analytics. They let us measure and target our advertising. When their tags load on roost.vet, Meta and Google collect what any such tag collects: the pages you visit, your IP address, your device and browser, and their own cookies, including an identifier if you arrived by clicking one of our ads. When you sign up, we also send them the stage you reached and the Roost subscription price, with your email address hashed (scrambled one-way) before it leaves our servers, so they can match the signup to an ad. They never receive anything about your relief work.

How we handle consent. A stack of consent modals and popups in the way of what you are trying to read is exactly the experience Roost exists to oppose. Our approach is notice and opt-out instead. This policy tells you what runs, a dismissible banner points you to it, and nothing blocks the page.

Cookies and similar storage

• PostHog sets a cookie on roost.vet and its subdomains to recognize a returning browser.
• Sign-in and signup. Roost stores what it needs to keep you signed in and to finish signing up in your browser’s storage and in short-lived, secure cookies.
• Where you came from. If you arrive on roost.vet from a link carrying campaign tags or an ad click identifier, a cookie on roost.vet and its subdomains keeps them, with the page you landed on, for 90 days. It is not set if you opt out or your browser sends a privacy signal, and opting out deletes it.
• Preferences. Your browser storage remembers that you dismissed the notice banner and how you like your calendar displayed. If you opt out, a cookie on roost.vet and its subdomains remembers that too.
• Third-party tags. PageSense and the advertising tags described above set their own cookies.

What the app holds when you have an account

Roost is back-office software for your relief work, so your account holds the operating record of your business:

• Your account. Your name, email address and password. Your password is handled by our authentication provider and stored only as a hash. Your account also holds your business name and logo, and the date you last signed in.
• When you sign up. The version of these terms you accepted, the time you accepted them, and the IP address you accepted from. Also how you heard about Roost if you tell us, and the campaign tags (UTM parameters) on the link you arrived from.
• Your invoicing details. The issuer name, address, phone and tax ID that you choose to print on your invoices, and the payment instructions you write for practices. Enter only what you want a practice to see.
• Your practices. The practices you work for, with their billing contacts, addresses, phone numbers and invoice email addresses. Also your rate cards, discounts and cancellation policies, and any billing terms you send them.
• Your work. The shifts you schedule and complete, cancellations, holidays and working hours, and any private notes or ratings you keep about a practice.
• Your finances. Invoices, payments, reminders, mileage and expenses.
• Accounting connection, if you make one. If you connect your accounting provider, we store the credentials that connection needs. Roost then exchanges invoices, customers, expenses and payments with it, and reads the bank-feed transactions that are needed to match payments to your invoices.
• Your booking page. The bio, services and contact details you choose to publish on your public Roost page.

What Roost does not collect. Roost does not hold patient or animal records, or pet-owner information. Payment and bank details for Roost Payments go straight to Stripe. Roost does not store your card or bank account numbers.

This is the sensitive set. It is the whole financial picture of a small business, and often a veterinarian’s entire livelihood. Two things follow from that, and we hold to both:

• Your business data is yours. On every plan, including the free one, you can download your core records from inside Roost. You can also ask for a full export of everything your account holds, at any time, by writing to hello@roost.vet.
• Your business data never leaves the product, outside of integrations and connections you make.

How we use what we collect

• To run Roost: scheduling, invoicing, sending your emails and payment links, matching payments, and syncing with the accounting tools you connect.
• To bill you for your Roost subscription and to collect Roost’s fee on Roost Payments.
• To keep Roost secure, to diagnose errors, and to keep a record of what was agreed and when. That record covers your acceptance of these terms and a practice’s acceptance of your billing terms.
• To understand how Roost is used so we can improve it, using the analytics described above.
• To send the emails described below, and to advertise Roost within the limits in “Lines we don’t cross”.

Roost does not use your business data to train AI models, and it does not send your data to any AI service.

The emails we send

Some emails are about your account and billing: sign-in and verification links, receipts, the invoices and billing terms you send to practices, payment reminders, and notices about your subscription. These are not marketing, so they keep coming whatever your email preferences are. The app sends them through Resend. Zoho Billing sends the ones about your Roost subscription.

PostHog sends our getting-started emails: a welcome, short notes on setup steps you haven’t finished, and tips on parts of Roost you haven’t tried. To do that, PostHog connects your in-app usage to your account, name and email address. It sees that a step happened, for example that you booked a shift. It never sees your practices’ names or contact details, your rates, or what you were paid. Each note is tied to a specific step, so it stops once you’ve taken that step.

Our newsletters and other marketing email come from Zoho Marketing Automation.

Every marketing email carries an unsubscribe link. If you unsubscribe from all our marketing email in either PostHog or Zoho Marketing Automation, that choice passes to the other, so both stop.

Our marketing emails, from both PostHog and Zoho Marketing Automation, record when you open them and which links you click, along with the device and network details that any email open or link click carries. That tells us which emails are useful. They record nothing about your screen or what you do outside the email.

The sub-processors we use

We rely on a small set of third-party services to run Roost, and we list them by name rather than by vague category. Each processes data only to provide its service to us. All of them process data in the United States.

Services you connect yourself. If you connect your own Zoho Books account, or accept card or bank payments through Zoho Payments on your invoices, your agreement with Zoho governs how Zoho handles that data. Roost sends and receives only what the connection needs.

Lines we don’t cross

A few commitments are unusual enough, and central enough to what Roost is, that we state them as promises rather than leave them to inference:

Your business records never enter our own business systems. Our company’s books and the books of your relief work are separate systems by design, and the two never touch. Your practices, shifts, rates, invoices, mileage and books are never synced to our CRM, our accounting or any marketing tool.

Advertising platforms never receive your business data. From us, an ad platform receives your hashed email address, your signup stage and the Roost subscription price, and nothing more; its own tag on roost.vet collects the browsing details described above. It never receives your practices, shifts, rates, invoices, mileage or earnings. A conversion we report is worth the price of a subscription, never a number derived from what you make.

Your card and bank numbers never touch our servers. You enter card and bank details only on Stripe’s own pages, and those numbers never reach us. The one exception is a connection you choose to make: if you connect Zoho Books, Roost reads the bank-feed transactions it needs to match payments to your invoices.

We do not sell your data. We do use some of it to advertise Roost, in two ways. The first is the advertising tags and signup events described above. The second is a list upload: we give Meta the email addresses on our marketing list, hashed before upload, so that it can show our ads to people similar to our customers. That uses an email address you gave us for a different reason, so you can ask us to leave yours out by writing to hello@roost.vet.

Practices and others who hear from a Roost user

When a Roost user sends an invoice, a booking confirmation or their billing terms, the practice receives it by email. The practice’s contact details were entered by the Roost user, not collected by us. For that information, Roost acts on behalf of the Roost user, as their service provider. We use it only to deliver what the user sends and to run their account.

Accepting billing terms. When someone at a practice accepts a Roost user’s billing terms, we record the name, email address, IP address and browser they accepted from, and when they accepted. That record is evidence of what was agreed, and both the Roost user and the practice can rely on it.

Contact requests. If you use the contact form on a vet’s Roost page, your name, practice, email address and message are emailed to that vet.

Practice directory. Some practice records in Roost begin from publicly available business and licensing information, such as a practice’s name, address and public phone number. We use them to make it easier for a vet to add a practice they already work with.

If you are at a practice and want to see, correct or delete what Roost holds about you, write to hello@roost.vet. We will work with the Roost user whose records it is part of.

How we protect it

Data travels encrypted between your browser, Roost and our providers. Your records are protected using industry-standard data security practices. Our database provider encrypts stored data, and our backups are encrypted before they leave the server. Access inside Roost is limited to the people who need it to run and support the service.

Keeping, exporting and deleting your data

Export. On every plan, including the free one, you can download your core records from inside Roost at any time: your practices, rates, shifts and invoices. For a full export of everything your account holds, including expenses, payments and history, write to hello@roost.vet at any time and we will send it to you within 30 days.

Closing your account. To close your account, write to hello@roost.vet. We send you a full export first, and there are no retention tricks. On the free plan, once the grace period ends, the account becomes read-and-export only. That change deletes nothing, and export keeps working.

Deletion. Ask us to delete your data and we will, and we will confirm it. We delete it from the live database within 30 days of the request. Encrypted backups are kept for up to 30 days, then expire on their own, so a deleted record is gone from backups no more than 30 days after it is gone from the live database. Some records outlast a deletion request because the law requires it. Stripe keeps its own payment records under its legal obligations, and we keep the records of what we billed you for as long as tax law requires.

Inactive data. If an account has had no sign-in for 24 months, or has been closed for 90 days, we may delete it. We will give the account holder notice before we do. This is the only case in which we delete data you have not asked us to delete.

Your choices and rights

Wherever you live, you can ask us to tell you what we hold about you, to give you a copy, to correct it, or to delete it. You can also opt out of marketing email and out of advertising measurement. Write to hello@roost.vet. We will answer within 30 days. Some US states give their residents these rights by law. We extend them to everyone.

Roost is built for professionals and is not directed at anyone under 18.

Changes to this policy, and getting in touch

This policy will change as the product does. When we make a material change, we will update the date at the top and notify account holders by email or within the application when changes are made.

Questions about any of this, or a request to see or delete what we hold: write to hello@roost.vet and a person will answer. By post: Roost Platform LLC, 1500 N Grant St STE R, Denver, CO 80203.