1. Introduction
University Veterinary Hospital (“we,” “us,” or “our”) is committed to protecting the privacy of our clients and website visitors. This Privacy Policy explains how we collect, use, disclose, and safeguard your personal information when you visit universityvet.ca or interact with our practice.
This policy is governed by the federal Personal Information Protection and Electronic Documents Act (PIPEDA) and the British Columbia Personal Information Protection Act, SBC 2003 (BC PIPA), as well as Canada’s Anti-Spam Legislation (CASL) for commercial electronic messages.
By using our website or providing us with your personal information, you consent to the collection, use, and disclosure of that information as described in this policy.
2. Information We Collect
2.1 Information You Provide Directly
We collect personal information that you voluntarily provide to us, which may include:
• Your name, mailing address, phone number, and email address
• Pet information including species, breed, age, and health history
• Payment and billing information for services rendered
• Information submitted through contact, appointment request, client registration, or consent forms on our website
• Communications you send us by email, phone, or through our website
Form submissions on our website are sent directly to our team by email and are not stored in a database on our website.
2.2 Information Collected Automatically
When you visit universityvet.ca, certain information is collected automatically through cookies and similar tracking technologies, including:
• Your IP address and approximate geographic location
• Browser type, operating system, and device information
• Pages visited, time spent on pages, and referring URLs
• Interactions with our website such as clicks and form engagement
This information is collected through website analytics platforms and tag management systems installed on every page of our website. These tools help us understand how visitors use our site and improve our online services.
2.3 Communication Platforms
We use third-party communication and scheduling platforms to manage appointments, send reminders, and communicate with clients. These platforms may collect your name, phone number, email address, and appointment details. All such platforms process your information only as directed by us and are bound by confidentiality obligations.
3. How We Use Your Information
We use the personal information we collect for the following purposes:
• To provide veterinary care and related services to your pets
• To schedule, confirm, and follow up on appointments
• To send you reminders, health alerts, and service updates
• To respond to your inquiries and service requests
• To process payments and maintain billing records
• To improve our website, services, and client experience
• To send commercial electronic messages where you have provided consent under CASL
• To display relevant advertising to individuals who have previously visited our website
• To comply with our legal and regulatory obligations
We do not use your personal information to make automated decisions that significantly affect you without human review.
4. SMS and Text Message Communications
We may send you text (SMS) messages for appointment reminders, follow-up care information, and other service-related communications. By providing your mobile number and consenting to receive texts, you agree to receive these messages.
In accordance with CASL, commercial electronic messages are sent only with your express or implied consent. You may withdraw your consent at any time by:
• Replying STOP to any text message from us
• Replying HELP for assistance
• Contacting us directly by any reasonable method at the contact information provided in Section 16
We will process opt-out requests within 10 business days. Standard messaging rates from your mobile carrier may apply.
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 and cannot be switched off. They are set in response to actions you take such as setting your privacy preferences or filling in forms.
Statistics Cookies: Opt-in. These cookies allow us to count visits and understand how visitors move around our website. All information is aggregated and anonymous. They help us improve how the website works.
Marketing Cookies: Opt-in. These cookies are set through our advertising partners to build a profile of your interests and display relevant advertising to you on other websites. They track your visits to our site to measure the effectiveness of our campaigns.
5.2 Cookie Consent
When you first visit our website, a cookie consent banner will ask for your preferences. You may accept all cookie categories, select only the categories you are comfortable with, or accept only essential cookies. Your preferences are stored and applied on future visits.
The cookie consent infrastructure on our website is configured by VSA Vet Media Inc., our digital marketing and web development agency. You can change your cookie preferences at any time by clearing your browser cookies and revisiting our site.
5.3 Global Privacy Control (GPC) and Universal Opt-Out
Our website recognizes the Global Privacy Control (GPC) signal and Universal Opt-Out Mechanism (UOOM). If your browser or browser extension transmits a GPC signal, we will treat it as a request to opt out of the use of Statistics and Marketing cookies for that session. You do not need to take any additional action.
5.4 Online Advertising and Remarketing
We use online advertising services to reach people who have previously visited our website. These services may serve advertisements to you on other websites and platforms based on your prior visit to universityvet.ca. This is commonly referred to as remarketing or retargeting.
Our advertising activities are limited to local geographic targeting and do not target national or international audiences.
We share limited data (such as anonymized identifiers) with advertising platforms for the purpose of audience matching and ad delivery. Under PIPEDA and BC PIPA, this constitutes disclosure to a third party for a secondary purpose, which we disclose here. You have the right to withdraw your consent to this use by managing your cookie preferences.
To opt out of interest-based advertising, you may visit:
• Google Ads Settings: google.com/settings/ads
• Network Advertising Initiative opt-out: networkadvertising.org/managing/opt_out.asp
6. Third-Party Services
We work with third-party service providers to operate our website and deliver our services. We share personal information only to the extent necessary for each provider to perform their function. We do not permit our service providers to use your information for their own purposes.
Third-party service providers are organized by function:
• Online form and appointment request providers — collect information you submit through web forms and appointment booking tools
• Communication and scheduling platforms — facilitate appointment reminders, client messaging, and automated follow-up communications
• Website analytics platforms — collect aggregated data about how visitors use our website
• Website hosting providers — store and serve our website files and associated data
All service providers are required to handle your personal information in accordance with applicable privacy laws and our instructions.
7. AI-Assisted Tools
7.1 No AI Used for Medical Decisions
No artificial intelligence is used to make clinical or medical decisions about your pets. All health-related decisions are made by our licensed veterinary professionals.
7.2 Call Recording
Phone calls to our practice may be recorded for quality assurance and staff training purposes. British Columbia does not require two-party consent for call recording; however, we may notify callers that calls are being recorded.
Recorded calls may be processed using AI-assisted tools for transcription and call categorization. This processing is performed by our service providers on our behalf.
7.3 Automated Communications
We use automated systems to send appointment reminders, follow-up messages, and practice updates by text, email, or automated phone message. These automated communications are generated based on your appointment and contact information and are reviewed for relevance by our team.
7.4 AI Interaction Disclosure
Our website and phone system may include AI-assisted features such as a chatbot or interactive phone attendant (IVR). These tools are designed to help you find information or direct your inquiry to the right team member. AI-generated responses are used to assist our team, not replace them, and are provided in compliance with applicable law.
7.5 Your Rights Regarding AI Processing
If you have concerns about how AI tools have processed your information, you may contact us using the information in Section 16. You may request that a human review any automated communication or interaction outcome.
8. Data Protection and Security
We implement reasonable physical, technical, and administrative safeguards to protect your personal information against unauthorized access, use, disclosure, alteration, or destruction. These measures include secure socket layer (SSL) encryption on our website and access controls for staff who handle personal information.
No method of transmission over the internet or electronic storage is completely secure. While we strive to protect your personal information, we cannot guarantee absolute security.
8.1 Data Breach Notification
In the event of a breach of security involving your personal information that poses a real risk of significant harm, we will notify you and any applicable regulatory authority as required by applicable law.
9. Your Privacy Rights
Under PIPEDA and BC PIPA, you have the following rights with respect to your personal information:
Right to Access: You may request a copy of the personal information we hold about you.
Right to Correct: You may request that we correct inaccurate or incomplete personal information.
Right to Withdraw Consent: You may withdraw your consent to the collection, use, or disclosure of your personal information at any time, subject to legal or contractual restrictions and reasonable notice. Withdrawing consent may affect our ability to provide certain services.
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. We may need to verify your identity before processing your request.
10. Sharing of Information
We do not sell your personal information. We may share your personal information in the following circumstances:
• With service providers acting on our behalf as described in Section 6
• With advertising platforms for remarketing purposes, where you have consented to Marketing cookies (see Section 5.4)
• With our digital marketing and web development agency, VSA Vet Media Inc., which acts as a service provider for website management and digital marketing services
• When required by law, court order, or government authority
• In connection with a business transaction such as a merger or acquisition, where personal information may be transferred subject to the same protections described in this policy
We do not disclose personal information to third parties for their own independent marketing purposes.
11. Children’s Privacy
Our website is not directed to children under the age of 13, and we do not knowingly collect personal information from children under 13. If you believe we have inadvertently collected personal information from a child under 13, please contact us immediately and we will take steps to delete that information.
12. Links to External Websites
Our website may contain links to third-party websites. We are not responsible for the privacy practices or content of those websites. We encourage you to review the privacy policies of any third-party websites you visit.
Meta / Facebook Disclaimer: Our website may include social media features or links connected to Meta platforms (including Facebook and Instagram). If you interact with these features, Meta may collect information about your interaction. Meta’s use of your information is governed by Meta’s own privacy policy, which is available on their website. We are not responsible for how Meta collects, uses, or discloses your information.
13. Data Retention
We retain personal information for as long as necessary to fulfill the purposes for which it was collected, to comply with legal obligations, and to resolve disputes. Veterinary medical records are retained in accordance with applicable provincial regulatory requirements.
When personal information is no longer required, we will securely destroy, delete, or anonymize it.
14. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices or applicable laws. 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.
Your continued use of our website after any changes to this policy constitutes your acceptance of those changes.
15. Website Design and Management
Our website, universityvet.ca, is designed, developed, and maintained by VSA Vet Media Inc., a veterinary-focused digital marketing and web development agency based in Vancouver, British Columbia. VSA Vet Media Inc. acts as a service provider to University Veterinary Hospital in connection with the operation of this website.
VSA Vet Media Inc. may access personal information collected through our website solely for the purpose of maintaining and improving our digital presence and delivering contracted marketing services. VSA Vet Media Inc. is bound by confidentiality obligations and is not permitted to use your personal information for its own purposes.
16. Contact Information
If you have questions, concerns, or requests regarding this Privacy Policy or our privacy practices, please contact us:
University Veterinary Hospital
4416 W 10th Ave #103
Vancouver, BC V6R 2H9
Canada
Phone: (604) 224-7743
Email: univ.vet@gmail.com
Website: universityvet.ca
We are committed to resolving privacy concerns promptly and fairly. If you are not satisfied with our response, you have the right to contact the Office of the Information and Privacy Commissioner for British Columbia (OIPC BC) at oipc.bc.ca.
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