Privacy policy
Last updated:
Who we are
Mello is a service provided by Lanayr Ltd, a company registered in Scotland (company number SC689824). We are the data controller for the information described here, which means we decide how and why it is used. You can reach us at hello@mello.vet, or write to us at 74 Union Street, Hamilton, ML3 6NE.
This policy covers the mello.vet website and the Mello app.
A note about your pet’s records
Most of what Mello stores is information about an animal: glucose readings, insulin, meals, weight, symptoms. Data protection law protects information about people, not animals, so your pet’s readings are not “health data” about you in the legal sense, and the special rules for health data do not apply to them. We treat them as confidential anyway, because they are yours and because they are the reason you are here.
What we collect
- Your account. Your email address and a password, which is stored as a cryptographic hash that we cannot read. Your display name, if you set one.
- Your pet’s records. Whatever you choose to enter: your pet’s name, species and treatment, glucose readings, insulin doses, meals, water and urination notes, weight, ketones, symptoms, free-text notes, the target range your vet set, instructions from your vet, questions for your vet, and reminders you create. Nothing in the app is required; what you leave out is not collected.
- Shared care. If you share your pet’s record with another person, we store the invitation and the fact that each of you made particular entries, so you can both see who recorded what.
- Subscriptions. If you subscribe, we store whether your subscription is active and when it renews. The purchase is handled by Apple or Google. We never see or hold your card details.
- When you contact us. If you email us, including to join the early-access list, we keep your message and address so we can reply.
- Website cookies. One cookie that remembers you have seen our cookie notice. That is all.
Everyone who receives data from Mello
Rather than promise we use no tracking — a sentence that would quietly become false the day anyone adds a dependency — here is the complete list of companies that receive any data from the Mello app or this website. Before we add one, we will update this page.
| Who | What they receive | Why |
|---|---|---|
| Supabase | Your account and your pet’s records | It is where the record is stored |
| Vercel | Standard web server logs for this site: IP address, page requested, time | It serves this website |
| Apple and Google | Install counts and crash statistics for the app, and subscription status if you subscribe | Unavoidable: they run the app stores and process the payment. We do not choose this and cannot switch it off |
That is the whole list. No analytics product, no session replay, no advertising network or pixel, no third-party error reporting, no embedded video, and no web fonts loaded from anyone else. We do not track you across other websites or apps, we do not collect location data, and we never see your card details.
Reminders are generated on your own device. We do not hold a push notification token for you and we do not send notifications from our servers. If that changes — and it may, because a notification that reaches the other carer is one way to stop a double dose — we will update this page before it does, not after.
We do not sell your data, and we never will. There is no version of this business that involves selling what you record about your pet.
Why we use it, and our lawful basis
| What we do | Why | Lawful basis |
|---|---|---|
| Create and run your account; store and show your pet’s records; generate reports you ask for; sync between your devices and any carer you invite | The service you signed up for | Article 6(1)(b) — performance of a contract |
| Keep the service secure, prevent abuse, fix faults, record important account events | So the service works and your records are safe | Article 6(1)(f) — our legitimate interests in running a secure service |
| Manage your subscription | To know what you have access to | Article 6(1)(b) — performance of a contract |
| Reply to you, and tell you when the app launches if you asked us to | Because you asked | Article 6(1)(a) — consent, which you can withdraw at any time |
| Keep tax and accounting records | Because we must | Article 6(1)(c) — legal obligation |
Who we share it with
We use a small number of suppliers to run the service. They process your information on our instructions and cannot use it for their own purposes.
| Supplier | What they do |
|---|---|
| Supabase | Hosts the database and handles sign-in |
| Vercel | Hosts this website |
| RevenueCat | Tells the app whether your subscription is active |
| Apple and Google | Take the payment if you subscribe. They are the seller, not us. |
We also share information when you tell us to — the report you generate and send to your vet, for example — and where the law requires it. Nobody else.
Sending information outside the UK
Some of our suppliers may store or process information outside the UK. Where that happens we rely on the UK’s International Data Transfer Agreement, or the UK Addendum to the European Commission’s standard contractual clauses, so your information keeps the same protection it has here.
Shared care: access, removal and deletion
If you invite someone to share your pet’s record, these are the things most worth knowing before you do it.
- They see the record, and they can add to it. Everything already in the record for that pet, and everything added afterwards, while they have access.
- You can remove their access at any time, from within the app. From that moment they can no longer see the record or add to it. Entries they already made stay, because removing them would leave gaps in your pet’s history — but the record keeps showing who made them.
- If your Premium subscription ends, anyone you have already invited keeps the access they have. We take nothing away from them — a carer who believes they can see the record and cannot is the exact situation shared care exists to prevent. What stops is inviting anyone else.
- If you delete your account, the pets you own and their records are deleted, and everyone you invited loses access to them. Entries they made in your record are deleted with it. Their own account, and any pet they own themselves, is unaffected.
- When you send a report to your vet, the file is produced on your device and goes wherever you send it, using whatever you choose to send it with — your own email or messaging app. It does not pass through us, and we do not keep a copy or a record of who you sent it to.
How long we keep it
| What | How long |
|---|---|
| Your account and your pet’s records | Until you delete them, or 24 months after you last signed in, whichever comes first. We will email you before deleting anything on that basis, so a record is never lost without warning |
| Deleted records | Removed from the live service immediately |
| Backups | Deleted records may remain in encrypted backups until those backups expire |
| Emails you send us | 12 months after the matter is closed |
| Accounting and tax records | Six years, as UK law requires |
Your rights
Under the UK GDPR you can ask us to give you a copy of your information, correct it, delete it, restrict or stop our use of it, or send it to someone else in a portable form. Where we rely on your consent, you can withdraw it at any time.
Two of these are built into the app and you do not need to ask us. Export my data gives you everything we hold in one file, and Delete my account removes it. For anything else, email hello@mello.vet and we will respond within one month.
If you are unhappy with how we have handled your information you can complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113. We would rather you told us first, so we can put it right.
Keeping it safe
Your information is held in an access-controlled database. Each pet’s records are readable only by the account that owns them and anyone that account has invited, enforced by the database itself rather than only by the app. Traffic is encrypted in transit, and passwords are hashed so we cannot read them. No system is perfectly secure, and you should use a password you do not use anywhere else.
Children
Mello is for adults. It is not intended for anyone under 18 and we do not knowingly collect information about children. If you believe a child has created an account, tell us and we will remove it.
Changes
If we change this policy we will update the date at the top, and if the change is significant we will tell you in the app or by email before it takes effect.
Contact
hello@mello.vet, or write to us at 74 Union Street, Hamilton, ML3 6NE.