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1. Introduction
Peace Arch Veterinary Hospital (“we,” “our,” or “us”) operates the website at peacearchvet.com and is committed to protecting the personal information of our clients, website visitors, and the communities we serve. This Privacy Policy describes how we collect, use, disclose, and protect your personal information.
This policy applies to all information collected through our website, phone communications, text messaging, and in-clinic interactions. It has been prepared in accordance with the Personal Information Protection and Electronic Documents Act (PIPEDA), S.C. 2000, c. 5; the British Columbia Personal Information Protection Act (BC PIPA), SBC 2003, c. 63; Canada’s Anti-Spam Legislation (CASL), S.C. 2010, c. 23; and all applicable US state consumer privacy laws for visitors accessing our website from the United States.
By using our website or communicating with us, you agree to the practices described in this Privacy Policy.
2. Information We Collect
2.1 Information You Provide Directly
We collect personal information that you voluntarily provide to us, including:
- Your name, phone number, email address, and mailing address
- Pet name, species, breed, age, and relevant health history
- Appointment requests and scheduling preferences
- Service inquiries submitted through contact forms on our website
- Product refill requests submitted through our website or by phone
- Payment information when purchasing products through our online store
- Communications you send us by phone, email, or text message
2.2 Information Collected Automatically
When you visit our website, we automatically collect certain technical information, including:
- Your IP address and approximate geographic location
- Browser type, operating system, and device type
- Pages visited, time spent on pages, and navigation paths
- Referring website or search query that brought you to our site
- Interactions with website elements including forms, buttons, and links
This information is collected through website analytics platforms and tag management tools that we use to understand how our website is used and to improve its performance. It is processed in aggregated or anonymized form where possible.
2.3 Communication Platforms
When you contact us by phone, we may record the call for quality assurance, training, and service improvement purposes. When you interact with our automated phone system or website chatbot, those interactions may be captured and reviewed.
When you send us a text message or email, we retain that communication within our scheduling and communication platforms.
3. How We Use Your Information
We use your personal information to:
- Schedule, confirm, and follow up on veterinary appointments
- Respond to your service inquiries and requests
- Process product orders through our online store
- Send appointment reminders, health updates, and follow-up communications
- Conduct quality assurance reviews of phone and chat interactions
- Improve our website, services, and client communications
- Deliver relevant advertising to visitors who have previously visited our website (see Section 5.4)
- Comply with professional, legal, and regulatory obligations
We do not use your personal information to make automated medical decisions about your pet.
4. SMS and Text Message Communications
Consent: By providing your mobile number to us, you consent to receive text messages related to your pet’s care and your account, including appointment reminders, follow-up messages, and service-related notifications.
Opt-Out: You may opt out of text messages at any time by replying STOP to any message we send. You may also opt out by calling us or by any other reasonable method of communication. We will process your opt-out request within 10 business days.
Help: Reply HELP to any message for assistance, or contact us at +1 (604) 536-3131.
Standard message and data rates may apply depending on your mobile carrier and plan. Our text message communications comply with Canada’s Anti-Spam Legislation (CASL), S.C. 2010, c. 23.
5. Cookies and Tracking Technologies
5.1 Types of Cookies
Our website uses the following categories of cookies:
- Essential Cookies (always active): These cookies are necessary for the website to function properly. They enable core features such as page navigation, security, and form submission. Essential cookies cannot be disabled.
- Statistics Cookies (opt-in): These cookies allow us to measure and analyze how visitors use our website. Information collected is aggregated and used to improve website structure, content, and performance. These cookies do not identify you personally.
- Marketing Cookies (opt-in): These cookies are used to display relevant advertising to visitors who have previously visited our website. They may be set by our advertising partners through our website and track your activity across websites to deliver advertising relevant to your interests.
5.2 Cookie Consent
When you first visit our website, a consent banner will ask for your cookie preferences. You may accept all categories, accept only essential cookies, or customize your selection by category. You may update your preferences at any time using the consent management tool available on our website.
Cookie consent infrastructure on our website is configured by VSA Vet Media Inc. as part of our website management services.
5.3 Universal Opt-Out Mechanism (GPC) Recognition
Our website recognizes the Global Privacy Control (GPC) signal. If your browser or device sends a GPC signal indicating that you do not want your personal information sold or shared, we will treat that signal as a valid opt-out request to the extent required by applicable law.
5.4 Online Advertising and Remarketing
We use online advertising services, including search advertising and social media advertising platforms, to display advertising to visitors who have previously visited our website. This practice is known as remarketing or retargeting.
These advertising services may use cookies, pixel tags, and similar technologies to recognize your browser or device when you visit other websites and to display advertisements related to our services.
You may opt out of interest-based advertising through the following resources:
- Google Ads Settings: google.com/settings/ads
- Network Advertising Initiative Opt-Out: networkadvertising.org/managing/opt_out.asp
Opting out through these tools does not mean you will no longer see advertising. You may continue to see general advertisements not based on your previous visits to our website.
6. Third-Party Services
We work with third-party service providers to operate our website and deliver our services. These providers access personal information only as necessary to perform specific functions on our behalf and are contractually required to protect it. We do not sell your personal information to third parties.
We work with providers in the following functional categories:
- Online appointment and form providers: Receive information submitted through contact and appointment request forms on our website.
- Communication and scheduling platforms: Support appointment reminders, follow-up communications, call recording, and client messaging.
- Website analytics platforms: Collect aggregated data about how visitors use our website to help us understand performance and improve content.
- Website hosting providers: Store and serve the files that make up our website.
- Online store providers: Process purchases made through our online store, including product orders and order fulfillment.
- Online advertising platforms: Deliver advertising to past website visitors on other websites and platforms, as described in Section 5.4.
- Social media platforms: Facilitate the display of advertising on social media networks and the measurement of advertising performance.
7. AI-Assisted Tools
7.1 No Medical Decisions by AI
We use artificial intelligence tools to support administrative and communication functions. No AI tool is used to make medical decisions about your pet. All clinical assessments and care decisions are made exclusively by licensed veterinarians and registered veterinary technicians.
7.2 Call Recording
We record incoming and outgoing calls for quality assurance, staff training, and service improvement. Calls may be reviewed by our team or processed by AI-assisted tools for purposes including transcription, categorization, and coaching. By calling our clinic, you acknowledge and consent to call recording.
Call recording practices comply with the Criminal Code of Canada, R.S.C., 1985, c. C-46, and all applicable provincial legislation.
7.3 Automated Communications
We use automated systems to send appointment reminders, follow-up messages, and service-related notifications. These systems operate based on information you have provided to us and on your appointment and service history.
7.4 AI Interaction Disclosure
Some of our communication channels, including our website chatbot and automated phone attendant, are powered in part by artificial intelligence. When you interact with these tools, your input may be processed by AI systems designed to assist with scheduling and general inquiries. You may request to speak with a human staff member at any time. All AI-assisted interactions are conducted in compliance with applicable law.
7.5 AI Rights
Personal information processed by our AI-assisted tools is subject to the same rights described in Section 9. You may request access to, correction of, or deletion of personal information processed by these systems by contacting us using the information in Section 16.
8. Data Protection and Security
We implement reasonable technical and organizational safeguards to protect your personal information against unauthorized access, disclosure, alteration, and loss. Our website is secured with SSL/TLS encryption. Access to personal information is limited to staff members who require it to perform their duties.
No method of transmission over the internet or electronic storage is completely secure. While we take reasonable steps to protect your information, we cannot guarantee absolute security.
8.1 Data Breach Notification
In the event of a data breach affecting your personal information, we will notify affected individuals and relevant authorities as required by applicable law.
9. Privacy Rights
Depending on your location, you may have rights regarding your personal information. These may include the right to:
- Access: Request a copy of the personal information we hold about you.
- Correction: Request that we correct inaccurate or incomplete personal information.
- Withdrawal of Consent: Withdraw consent for the collection or use of your personal information where we rely on consent as a legal basis, subject to legal and contractual limitations.
- Deletion: Request that we delete your personal information, subject to applicable legal and professional retention obligations.
- Do Not Sell or Share: Opt out of the sale or sharing of your personal information for cross-context behavioral advertising purposes.
To exercise any of these rights, please contact us using the information in Section 16. We will respond within the timeframe required by the applicable statute.
For British Columbia residents: Your rights are governed by the Personal Information Protection and Electronic Documents Act (PIPEDA) and the British Columbia Personal Information Protection Act (BC PIPA). You have the right to file a complaint with the Office of the Information and Privacy Commissioner for British Columbia or the Office of the Privacy Commissioner of Canada.
For US residents: Additional rights may be available to you under all applicable US state consumer privacy laws.
We will not discriminate against you for exercising any privacy right.
10. Sharing of Information
We do not sell your personal information. We may share your personal information in the following circumstances:
- With service providers: We share information with third-party providers as described in Section 6 to operate our website and deliver our services.
- For online advertising: When Marketing cookies are enabled, information about your website visits may be shared with advertising platforms for the purpose of delivering relevant advertising to you on other websites and platforms. This sharing may constitute “sharing” of personal information for cross-context behavioral advertising purposes under applicable US state consumer privacy laws.
- For legal compliance: We may disclose personal information as required by law, court order, or regulatory authority.
- For professional referrals: With your consent, we may share relevant pet health information with veterinary specialists or emergency facilities when a referral is necessary for your pet’s care.
- Business transfers: In the event of a merger, acquisition, or sale of all or part of our business, personal information may be transferred as part of that transaction. We will notify affected individuals as required by applicable law.
11. Children’s Privacy
Our website is not directed to children under the age of 13. We do not knowingly collect personal information from children under 13 without verifiable parental consent. If you believe we have collected personal information from a child under 13, please contact us immediately and we will take steps to remove that information.
12. Links to External Websites
Our website may contain links to external websites, including third-party booking platforms, pet health resources, government agencies, and other services. We are not responsible for the privacy practices of these external websites and encourage you to review their privacy policies before providing any personal information.
Social Media Platforms: Our website uses tools provided by social media platforms to measure the effectiveness of our advertising and to display advertising on those platforms. These platforms operate independently and have their own privacy policies and data practices that are separate from ours. We are not responsible for the data practices of any social media platform. We encourage you to review the privacy policy of any social media platform through which you interact with us or through which you see our advertising. Your interactions with social media features on our website are governed by the privacy policy of the platform that provides the feature.
13. Data Retention
We retain personal information for as long as necessary to fulfill the purposes for which it was collected, to maintain clinical records in accordance with applicable veterinary professional standards, and to comply with legal and regulatory obligations. When personal information is no longer required for these purposes, it is securely deleted or anonymized.
14. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or applicable law. When we make material changes, we will update the effective date at the top of this policy. We encourage you to review this policy periodically. Continued use of our website following the posting of changes constitutes your acceptance of those changes.
15. Website Design and Management
Our website is designed, developed, and maintained by VSA Vet Media Inc., a veterinary digital marketing agency based in Vancouver, British Columbia. VSA Vet Media Inc. acts as a service provider in relation to your personal information and accesses personal information only as necessary to build, maintain, and improve the website and associated digital marketing services on our behalf.
Information submitted through contact forms on our website is delivered to us by email and is not stored in a website database. Cookie consent infrastructure on our website is configured and maintained by VSA Vet Media Inc.
16. Contact Information
For privacy inquiries, requests to exercise your rights, or questions about this Privacy Policy, please contact us at:
Peace Arch Veterinary Hospital
124-1959 152 St, Surrey, BC V4A 9E3, Canada
Phone: +1 (604) 536-3131
Email: peacearchvet@gmail.com
For British Columbia residents, you may also contact:
Office of the Information and Privacy Commissioner for British Columbia: www.oipc.bc.ca
Office of the Privacy Commissioner of Canada: www.priv.gc.ca
A “Do Not Sell or Share My Personal Information” link is available in the footer of our website for visitors who wish to exercise opt-out rights under applicable US state consumer privacy laws.