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Privacy Policy

1. Introduction

Elgin Park Animal Hospital (referred to in this policy as “we,” “us,” or “our”) is committed to protecting the privacy of everyone who visits our website at elginparkvets.ca or interacts with us through our digital services. This Privacy Policy explains what personal information we collect, how we use it, with whom we share it, and how you can exercise your privacy rights.

This policy applies to information collected through our website, online forms, telephone communications, text messaging, and any other digital touchpoints associated with our practice. It does not govern information collected in the course of providing veterinary services, which is subject to separate professional and regulatory requirements under applicable veterinary and health privacy legislation.

By using our website or submitting information to us through any digital channel, you acknowledge that you have read and understood this policy. If you do not agree, please do not use our website or submit personal information through our digital channels.

 

2. Information We Collect

2.1 Information You Provide Directly

We collect personal information that you provide to us voluntarily through our website. This includes information submitted through our appointment request forms, new client registration forms, contact forms, and any other form on our website. The types of information collected through these forms may include:

  • Your name and the name of your pet
  • Your email address, phone number, and mailing address
  • Information about your pet, including species, breed, age, and reason for the visit
  • Any messages or notes you include in form submissions

Form submissions are transmitted to us by email and are not stored in a database on our website. We retain submitted information only as long as necessary to respond to your inquiry or fulfill your request.

 

2.2 Information Collected Automatically

When you visit our website, certain information is collected automatically through analytics platforms and tracking technologies. This may include:

  • Your IP address and approximate geographic location derived from it
  • The type of browser and device you are using
  • The pages you visit on our website, the time of your visit, and how long you spend on each page
  • The website that referred you to ours, if applicable
  • Interactions with our website content, including clicks and scroll behavior

This information is collected through website analytics platforms and is used in aggregate form to understand how visitors use our website so we can improve it. Analytics platforms may use cookies and similar technologies to collect this information. See Section 5 for more details.

 

2.3 Communication Platforms

When you contact us by phone, text message, or through automated communication tools on our website, information about that interaction may be collected. This includes the content of the communication, the date and time of contact, and your contact information. Phone calls to and from our practice may be recorded. See Section 7.2 for our call recording disclosure.

 

3. How We Use Your Information

We use the personal information we collect for the following purposes:

  • To respond to your inquiries, appointment requests, and service requests
  • To confirm and manage appointments and communicate reminders
  • To send you text messages or emails related to your appointment or our services, where you have provided consent
  • To analyze website traffic and usage patterns in order to improve our website and digital services
  • To serve relevant advertising to users who have previously visited our website, where permitted by your cookie preferences
  • To maintain and improve the quality of our telephone and digital communications
  • To comply with applicable legal and regulatory obligations

We do not use personal information collected through our website to make clinical or medical decisions about your pet. Clinical decisions are made by our veterinary team based on information collected through the direct provision of veterinary care.

 

4. SMS and Text Message Communications

By providing your mobile phone number to Elgin Park Animal Hospital and opting in to receive text messages, you consent to receive SMS communications from us. These may include appointment reminders, confirmations, follow-up messages, and other communications related to your pet’s care.

Message and data rates may apply. Message frequency varies depending on the nature of your relationship with our practice.

To opt out of text messages at any time, reply STOP to any message you receive from us. You may also opt out by calling us at (604) 531-3394 or emailing us at info@elginparkvets.ca. We will process your opt-out request within 10 business days.

To request help or information about our text messaging program, reply HELP to any message, call us at (604) 531-3394, or email us at info@elginparkvets.ca.

You may also withdraw consent to receive text messages by any reasonable method of communication. Opting out of text messages does not affect your ability to receive veterinary services from us.

Our text message communications are governed by Canada’s Anti-Spam Legislation (CASL) and applicable provincial consumer protection legislation. We will not send commercial electronic messages without the required consent under CASL.

 

5. Cookies and Tracking Technologies

5.1 Types of Cookies We Use

Our website uses cookies and similar tracking technologies. We use three categories of cookies, which correspond to the options available in our cookie consent banner:

Essential Cookies: These cookies are necessary for our website to function and cannot be switched off. They are set in response to actions you take on the website, such as filling in forms or setting privacy preferences. Our website cannot function properly without these cookies.

Statistics Cookies: These cookies allow us to count visits and understand how visitors interact with our website. All information collected by these cookies is aggregated and anonymous. We use this data to improve how our website works. Statistics cookies are only set if you accept them through our consent banner.

Marketing Cookies: These cookies may be set through our website by our advertising partners. They may be used to build a profile of your interests and show you relevant advertising on other websites. Marketing cookies are only set if you accept them through our consent banner.

 

5.2 Cookie Consent

When you first visit our website, a cookie consent banner will appear. You may accept all categories of cookies, accept only essential cookies, or customize your preferences by category. Your preferences are saved and can be changed at any time by accessing the privacy preferences link on our website.

The cookie consent infrastructure on our website is configured by VSA Vet Media Inc., our digital marketing service provider, on our behalf.

 

5.3 Global Privacy Control and Universal Opt-Out

Our website recognizes the Global Privacy Control (GPC) signal and other Universal Opt-Out Mechanisms (UOOM). If your browser or browser extension sends a GPC signal when you visit our website, we will treat that signal as a request to opt out of the use of Statistics and Marketing cookies for your visit. If you later set explicit preferences through our consent banner, those preferences will take effect.

 

5.4 Online Advertising and Remarketing

We use online advertising services that allow us to display advertisements to users who have previously visited our website. This is commonly referred to as remarketing or retargeting. Our advertising is geographically targeted to serve users within our local service area only. We do not engage in national or international advertising campaigns.

When you accept Marketing cookies through our consent banner, advertising platforms may use that data to show you advertisements for our practice on other websites and applications. We use advertising platforms provided by a search and display advertising network and a social media advertising platform.

Advertising platforms we use may collect data about your browsing behavior across other websites to help us reach users who are likely to be interested in veterinary services. This constitutes “sharing” personal information for cross-context behavioral advertising purposes under applicable US state consumer privacy laws. Canadian residents may refer to Section 9 for their rights under PIPEDA and BC PIPA.

If you do not wish to receive interest-based advertising based on your browsing behavior, you may opt out using the following resources:

  • Google Ads Settings: https://www.google.com/settings/ads
  • Network Advertising Initiative opt-out: https://optout.networkadvertising.org/

These opt-out tools are managed by third parties and their availability and function are not within our control. Opting out of interest-based advertising does not mean you will stop seeing advertisements for our practice. It means the advertisements shown to you will not be based on your prior browsing behavior on our website.

If you are a resident of California or another US state with applicable consumer privacy rights regarding the sharing of personal information for advertising purposes, please see Section 9 for information on how to exercise your rights. You may also use the “Do Not Sell or Share My Personal Information” link in the footer of our website.

 

6. Third-Party Service Providers

We work with third-party service providers who assist us in operating our website and delivering our digital services. We share personal information with these providers only as necessary for them to perform services on our behalf, and only under contractual arrangements that require them to protect the information and use it only for the purposes we specify.

The functional categories of third-party service providers we use include:

  • Website analytics platforms: We use analytics software to collect and analyze information about how visitors use our website. Analytics data is used in aggregate and anonymous form to improve our website.
  • Online form and appointment request providers: We use third-party form and appointment request tools to collect and transmit the information you submit through our website forms.
  • Communication and scheduling platforms: We use third-party platforms to manage appointment reminders, automated follow-up messages, phone communications, and text messages.
  • Website hosting providers: Our website is hosted by a third-party web hosting service. The hosting provider may have incidental access to data stored on or transmitted through our website in the ordinary course of providing hosting services.
  • Advertising platforms: We use third-party advertising platforms to manage and deliver online advertising campaigns. These platforms may collect data about users who visit our website in order to deliver relevant advertising. See Section 5.4.
  • Online store providers: We use a third-party e-commerce platform to process online product orders and product refill requests submitted through our website. This provider collects and processes payment card information and order details on our behalf in accordance with applicable payment security standards.

We do not sell your personal information to any third party for their own marketing purposes.

 

7. AI-Assisted Tools

7.1 No AI Used for Medical Decisions

No artificial intelligence or automated system is used to make clinical assessments, recommendations, or decisions about your pet’s health. All clinical decisions are made exclusively by our licensed veterinary team.

 

7.2 Call Recording

Telephone calls to and from Elgin Park Animal Hospital may be recorded for quality assurance, staff training, and service improvement purposes. By calling us, you consent to the possibility that your call may be recorded. We will provide verbal notice at the beginning of recorded calls where required by applicable law.

In jurisdictions that require the consent of all parties to record a telephone conversation, we provide such notice as required. Recordings are retained for a limited period and are accessible only to authorized personnel. Recordings are not shared with third parties except where required by law or as necessary to operate our communication platforms.

 

7.3 Automated Communications

We use automated systems to send appointment reminders and follow-up messages by text message and email. These messages are triggered by appointment events in our scheduling system. You may opt out of automated communications at any time as described in Section 4 (for text messages) or by contacting us directly.

 

7.4 AI Interaction Disclosure

Our website and telephone system may include AI-assisted features such as a chatbot, interactive phone attendant, automated call categorization, and review response suggestions. These tools may interact with you or process information about your interactions with our practice. All such tools are used in compliance with applicable law, and human review is available for any interaction where you request it.

 

7.5 AI and Your Rights

If you interact with an AI-assisted tool on our website or telephone system, you have the right to request that a human review your inquiry. You may exercise this right at any time by calling us at (604) 531-3394 or emailing us at info@elginparkvets.ca. We will not use AI-assisted tools to collect personal information in a manner inconsistent with this policy.

 

8. Data Protection and Security

We implement reasonable administrative, technical, and physical safeguards designed to protect the personal information we collect against unauthorized access, disclosure, alteration, and destruction. Our website uses SSL/TLS encryption for data transmission. Access to personal information collected through our website is limited to authorized personnel who need it to perform their job functions.

No method of data transmission or storage over the internet is completely secure. We cannot guarantee the absolute security of your personal information. If you have reason to believe that your interaction with us is no longer secure, please contact us immediately at info@elginparkvets.ca.

 

8.1 Data Breach Notification

In the event of a breach of security involving your personal information, we will notify affected individuals and relevant regulatory authorities as required by applicable law, including the Personal Information Protection Act (BC PIPA) and the Personal Information Protection and Electronic Documents Act (PIPEDA). The timing and method of notification will be determined in accordance with our obligations under applicable law.

 

9. Your Privacy Rights

Depending on your location and applicable law, you may have the following rights with respect to your personal information:

Rights Under PIPEDA and BC PIPA (Canadian Residents)

As a resident of British Columbia or Canada, you have rights under the Personal Information Protection Act (BC PIPA) and the Personal Information Protection and Electronic Documents Act (PIPEDA), including:

  • The right to know whether we hold personal information about you and to request access to that information
  • The right to request correction of any personal information that is inaccurate or incomplete
  • The right to withdraw your consent to the collection, use, or disclosure of your personal information, subject to legal or contractual restrictions and reasonable notice
  • The right to be informed of the purposes for which your personal information is used
  • The right to file a complaint with the Office of the Information and Privacy Commissioner for British Columbia (OIPC BC) if you believe your privacy rights have been violated

To exercise any of these rights, please contact our privacy officer at info@elginparkvets.ca or (604) 531-3394. We will respond to your request within the timeframe required by applicable legislation.

 

Rights Under Applicable US State Consumer Privacy Laws

If you are a resident of a US state with applicable consumer privacy legislation and you access our website, you may have additional rights including the right to know what personal information we collect and how it is used, the right to request deletion of your personal information, the right to opt out of the sale or sharing of your personal information for cross-context behavioral advertising, and the right to non-discrimination for exercising your privacy rights.

To submit a privacy rights request, contact us at info@elginparkvets.ca and specify the right you wish to exercise and the state whose laws you are relying upon. We will respond within the timeframe required by the applicable state statute. You may also use the “Do Not Sell or Share My Personal Information” link in the footer of our website.

We do not sell personal information to third parties for their own independent marketing purposes.

 

10. Sharing of Personal Information

We share personal information in the following circumstances:

  • With service providers: We share information with third-party service providers who perform functions on our behalf as described in Section 6. These providers are authorized to use your personal information only as necessary to provide services to us.
  • For advertising and remarketing: When you accept Marketing cookies, information about your website visit may be shared with advertising platforms to enable the delivery of interest-based advertising. This constitutes sharing personal information for cross-context behavioral advertising purposes. See Section 5.4.
  • As required by law: We may disclose personal information when required by law, court order, or lawful request by a government authority with jurisdiction over our practice.
  • In connection with a business transfer: If our practice is sold, merged, or transferred to another entity, personal information may be transferred as part of that transaction. We will notify you of any such change as required by applicable privacy legislation.

We do not sell, rent, or trade personal information to unaffiliated third parties for their own marketing purposes.

 

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. If you believe that a child under 13 has provided personal information to us through our website, please contact us at info@elginparkvets.ca and we will promptly delete that information.

 

12. Links to External Websites

Our website may contain links to third-party websites, including resources, social media platforms, and partner organizations. These external websites are not operated by us and are not governed by this Privacy Policy. We have no control over the content or privacy practices of third-party websites. We encourage you to review the privacy policies of any external website you visit through a link on our site.

Our website is connected to our social media pages on one or more social media platforms. Interactions with those pages are subject to the privacy policies of the applicable social media platform. If you access our social media pages, information about your interactions may be collected by the platform in accordance with its own data collection practices.

Meta Platforms Disclaimer: Our website uses a pixel or similar tracking tool provided by Meta Platforms (which operates Facebook and Instagram). This tool collects information about your visit to our website and may be used to measure the effectiveness of our advertising on Meta’s platforms. Meta may use this information in accordance with its own data policies. We are not responsible for Meta’s data collection or use of your information. To learn more about how Meta uses data collected through these tools, please review Meta’s Privacy Policy and Data Policy at https://www.facebook.com/privacy/policy/.

 

13. Data Retention

We retain personal information collected through our website for as long as necessary to fulfill the purpose for which it was collected, to respond to your inquiry, to comply with our legal obligations, and to resolve disputes. Information submitted through appointment request forms is retained for the period necessary to fulfill the request and for a reasonable period thereafter for administrative purposes.

Analytics data collected through our website analytics platforms is retained in accordance with the data retention settings configured for those platforms. Aggregated and anonymized analytics data may be retained indefinitely.

Call recordings are retained for a limited period as determined by our operational needs and applicable legal requirements and are then securely deleted.

 

14. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, applicable law, or the services we provide. 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 the effective date of any update constitutes your acknowledgment of the revised policy. If we make changes that require your consent under applicable law, we will obtain that consent before the changes take effect.

 

15. Website Design and Management

The Elgin Park Animal Hospital website is designed, developed, and maintained by VSA Vet Media Inc. (“VSA”), a veterinary-focused digital marketing agency based in Vancouver, British Columbia. VSA acts as a service provider to our practice and processes personal information only on our behalf and in accordance with our instructions.

VSA’s services include website design and development, search engine optimization, online advertising management, and social media management. In providing these services, VSA may have access to personal information collected through our website, including form submissions, analytics data, and advertising platform data.

VSA is identified as a service provider for the purposes of applicable US state consumer privacy laws, including the California Consumer Privacy Act as amended by the California Privacy Rights Act (CCPA/CPRA), to the extent those laws apply to personal information of US residents collected through our website. VSA does not use personal information collected through our website for its own independent commercial purposes.

For questions about how VSA handles personal information in the course of providing services to our practice, please contact us at info@elginparkvets.ca.

 

16. Contact Information

If you have questions or concerns about this Privacy Policy or about how we handle your personal information, or if you wish to exercise any of the rights described in Section 9, please contact us:

 

  Privacy Inquiries 

Practice: Elgin Park Animal Hospital

Address: Unit 103, 3010 148 Street, Surrey, BC V4P 0G8

Phone: (604) 531-3394

Email: info@elginparkvets.ca

 

To file a complaint about our privacy practices, you may also contact:

  • Office of the Information and Privacy Commissioner for British Columbia (OIPC BC): www.oipc.bc.ca
  • Office of the Privacy Commissioner of Canada (OPC): www.priv.gc.ca
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