Privacy Policy

1. Introduction

Campbell Heights Animal Hospital (“we,” “our,” or “us”) is committed to protecting the privacy and security of the personal information you share with us. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website at campbellvets.com, contact us by phone or email, or use any of our services. This policy applies to all personal information collected through our website, in-clinic interactions, and related communications. By using our website or services, you acknowledge that you have read and understood this Privacy Policy. We comply with the Personal Information Protection Act (BC PIPA), Canada’s federal Personal Information Protection and Electronic Documents Act (PIPEDA), and all applicable US state consumer privacy laws for individuals located in the United States.

2. Information We Collect

2.1 Information You Provide Directly

We collect personal information that you voluntarily provide to us, including when you:
• Complete an appointment request, new client registration, or contact form on our website
• Submit a product refill request or food order through our online store
• Call or email us directly
• Subscribe to SMS or text message communications
• Register as a new client at our clinic
The types of information collected may include your name, mailing address, email address, phone number, pet name and species, and any information you choose to include in your message or request.

2.2 Information Collected Automatically

When you visit our website, we and our third-party service providers automatically collect certain technical information, including:
• Your IP address and general geographic location
• Browser type, device type, and operating system
• Pages visited, time spent on pages, and links clicked
• Referring URL and search terms used to find our website
• Cookie identifiers and similar tracking technologies
This information is collected using Google Analytics 4, Google Tag Manager, and cookie technologies described in Section 5 below.

2.3 Communication Platforms

When you contact us by phone, our communication platform may record calls for quality assurance and training purposes, and may use automated tools for voicemail transcription, call categorization, and service improvement. British Columbia law permits call recording with the consent of at least one party to the conversation. By calling us, you acknowledge that your call may be recorded. If you interact with our website chatbot, automated phone attendant, or other automated communications tools, the content of those interactions may be stored and reviewed by our team.

3. How We Use Your Information

We use the information we collect to:
• Schedule and manage appointments and veterinary services
• Respond to your inquiries and service requests
• Process orders through our online store
• Send appointment reminders, follow-up communications, and service notifications
• Improve our website, services, and client communications
• Conduct website analytics to understand visitor behavior and optimize our content
• Display relevant advertising to individuals who have previously visited our website
• Comply with legal and regulatory obligations
• Maintain the security and integrity of our systems
We do not use your personal information for any purpose incompatible with the purposes described above without your prior consent.

4. SMS and Text Message Communications

By providing your mobile phone number and consenting to SMS communications, you agree to receive text messages from Campbell Heights Animal Hospital. These messages may include appointment reminders, follow-up notifications, and responses to your service inquiries. Message and data rates may apply. Message frequency will vary. To opt out of SMS communications at any time, reply STOP to any message you receive from us. You may also reply HELP for customer care contact information, or contact us directly by phone or email. Opt-out requests will be processed within 10 business days. You may also withdraw consent to SMS communications through any other reasonable method, including contacting us at the information provided in Section 16. Consent to SMS communications is not a condition of receiving veterinary services.

5. Cookies and Tracking Technologies

5.1 Types of Cookies

Our website uses the following categories of cookies:
Essential Cookies: These cookies are required for the website to function correctly. They enable core features such as page navigation, form submission, and security. Essential cookies are always active and cannot be disabled through our consent banner.
Statistics Cookies: These cookies allow us to understand how visitors interact with our website by collecting and reporting information anonymously. We use a website analytics platform to analyze traffic patterns, page performance, and visitor behavior. Statistics cookies are active only after you provide consent.
Marketing Cookies: These cookies are used to deliver advertising relevant to your interests. They track visits across websites to allow us and our advertising partners to display targeted advertisements. Marketing cookies are active only after you provide consent.

5.2 Cookie Consent

When you first visit campbellvets.com, a cookie consent banner will appear giving you the choice to accept or decline non-essential cookies. Essential cookies are always active. You may update your cookie preferences at any time using the consent management tool available on our website. Our cookie consent infrastructure is configured and maintained by VSA Vet Media Inc. on our behalf. No non-essential cookies are activated before you provide your consent.

5.3 Global Privacy Control and Universal Opt-Out Mechanisms

Our website recognizes the Global Privacy Control (GPC) signal and other universal opt-out mechanisms (UOOM) where required by applicable law. If your browser is configured to send a GPC signal, we will treat that signal as a valid opt-out of the sale or sharing of your personal information for the purposes of cross-context behavioral advertising.

5.4 Online Advertising and Remarketing

We use online advertising services, including search advertising and social media advertising platforms, to display relevant content and advertisements to individuals who have previously visited our website or expressed interest in our services. This practice is commonly referred to as remarketing or retargeting. These advertising services use cookies and similar tracking technologies to recognize your browser or device across websites and platforms. The information collected through these cookies is used to serve advertisements that may be relevant to your interests. To opt out of interest-based advertising:
• Visit https://www.google.com/settings/ads to manage your Google advertising preferences.
• Visit https://www.networkadvertising.org/managing/opt_out.asp for the Network Advertising Initiative opt-out tool.
Opting out does not mean you will no longer see advertisements. It means that advertisements you see will be less tailored to your interests. Our website may also use features from social media platforms that allow us to build audience segments and measure the effectiveness of our advertising. These platforms have their own privacy policies governing the use of your information, which we encourage you to review. We are not responsible for the privacy practices of third-party platforms.

6. Third-Party Services

To operate our website and deliver our services effectively, we work with third-party service providers in the following functional categories:
Website Analytics Platforms: We use a third-party analytics service to collect and analyze data about how visitors use our website. This service collects information such as pages visited, session duration, and general geographic location. Data collected is used only for website improvement purposes.
Online Appointment and Form Providers: Our website uses third-party form and appointment request tools to collect and route service inquiries. Information submitted through these tools is transmitted to us by email and is not stored in a third-party database beyond the transmission period.
Communication and Scheduling Platforms: We use third-party communication tools for phone, SMS, email, and automated appointment reminder services. These platforms may process your contact information and communication records on our behalf.
Website Hosting Providers: Our website is hosted by a third-party hosting provider. Server logs maintained by the hosting provider may include IP addresses and technical data associated with website visits.
Online Advertising Platforms: We use third-party search and social media advertising services to display relevant advertisements. These platforms use cookies and similar technologies to measure campaign performance and serve targeted content.
Online Store Providers: Our online store is supported by a third-party e-commerce or product fulfillment platform. When you place an order or submit a product request through our online store, your name, contact information, and order details are processed by this provider on our behalf.
All third-party service providers are required to handle your personal information in accordance with applicable privacy laws and our data processing requirements. We do not sell your personal information to any third party.

7. AI-Assisted Tools

7.1 No Medical Decisions by AI

No artificial intelligence tool used on our website or communication platforms makes medical decisions about your pet. All veterinary assessments, diagnoses, and care recommendations are made exclusively by licensed veterinarians and qualified veterinary staff.

7.2 Call Recording and Transcription

Phone calls to our clinic may be recorded and may be automatically transcribed using an AI-assisted transcription service. Call recordings and transcripts are used for quality assurance, staff training, and service improvement. Recordings are retained for a limited period and are not shared with third parties except as required by law.

7.3 Automated Communications

We use AI-assisted tools to send automated appointment reminders, follow-up messages, and service notifications by SMS, email, and phone. These automated messages are sent on the basis of appointment data we hold in our practice management system. You may opt out of automated communications at any time by contacting us or replying STOP to any SMS message.

7.4 AI Interaction Disclosure

Our website may include a chatbot or automated phone attendant powered by AI. Where required by applicable law, interactions with automated systems will be disclosed as such. AI interaction features are operated in compliance with applicable law.

7.5 Your Rights Regarding AI-Processed Data

You have the right to request access to, correction of, or deletion of personal information that has been processed by AI-assisted tools on our behalf, subject to applicable legal requirements. To exercise these rights, please contact us using the information in Section 16.

8. Data Protection and Security

We implement appropriate technical and organizational measures to protect your personal information against unauthorized access, disclosure, alteration, or destruction. These measures include SSL/TLS encryption for data transmitted through our website, access controls limiting staff access to personal information on a need-to-know basis, and regular review of our data handling practices. No method of electronic transmission or storage is completely secure. While we take reasonable precautions to protect your information, we cannot guarantee absolute security.

8.1 Data Breach Notification

In the event of a data breach that creates a real risk of significant harm to affected individuals, we will notify affected individuals and the applicable regulatory authority as required by applicable law.

9. Your Privacy Rights

Depending on your jurisdiction, you may have the following rights with respect to your personal information:
• The right to know what personal information we hold about you
• The right to access a copy of your personal information
• The right to correct inaccurate personal information
• The right to request deletion of your personal information, subject to legal retention requirements
• The right to opt out of the sale or sharing of your personal information for cross-context behavioral advertising
• The right to non-discrimination for exercising your privacy rights
• The right to withdraw consent where processing is based on consent
Canadian residents have rights under BC PIPA and PIPEDA, including the right to access and correct your personal information and the right to file a complaint with the Office of the Privacy Commissioner of Canada or the Office of the Information and Privacy Commissioner for BC. US residents may have additional rights under all applicable US state consumer privacy laws. We will respond to verified requests within the timeframe required by the applicable statute. To exercise any of the rights described above, please contact us using the information provided in Section 16. We may ask you to verify your identity before processing your request.

10. Sharing of Personal Information

We do not sell your personal information. We may share your personal information with third parties only in the following circumstances:
• With service providers who perform functions on our behalf, as described in Section 6, subject to confidentiality obligations
• With advertising platforms for the purpose of delivering targeted advertisements and measuring advertising performance, as described in Section 5.4. This sharing may constitute ‘sale’ or ‘sharing’ of personal information under applicable US state consumer privacy laws. You may opt out using the mechanisms described in Section 5.3 and 5.4
• When required by law, court order, or government authority
• To protect the rights, safety, or property of our clinic, our clients, or the public
• In connection with a merger, acquisition, or sale of all or part of our business, in which case your information may be transferred to the acquiring entity
We do not share personal health information about your pet beyond what is necessary to deliver veterinary services and comply with legal obligations.

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 we have inadvertently collected information from a child under 13, please contact us immediately and we will take steps to delete the information as promptly as possible.

12. Links to External Websites

Our website may contain links to third-party websites, including government resources, pet health organizations, and partner services. These links are provided for your convenience. We are not responsible for the privacy practices or content of external websites. We encourage you to review the privacy policies of any third-party websites you visit. Our social media pages, including pages on social media platforms, are governed by the privacy policies of those platforms. If you interact with us through a social media platform, the platform’s data collection and use practices apply to your interaction. We are not responsible for the data practices of social media platforms, and our use of such platforms does not imply endorsement of those platforms’ privacy practices.

13. Data Retention

We retain personal information for as long as necessary to fulfill the purposes described in this Privacy Policy, to provide our services, and to comply with our legal obligations. Veterinary medical records are retained in accordance with applicable professional and regulatory requirements. When personal information is no longer required for the purposes for which it was collected, we will securely delete or anonymize it in accordance with our data retention practices.

14. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. When we make material changes, we will update the effective date at the top of this policy. We encourage you to review this Privacy Policy periodically. Your continued use of our website or services after any changes take effect constitutes your acceptance of the updated policy.

15. Website Design and Management

Our website is designed, developed, and maintained by VSA Vet Media Inc. (“VSA”), a veterinary-focused digital marketing agency. In this capacity, VSA acts as a service provider and processes certain website data on our behalf, including technical configuration, form routing, analytics implementation, and cookie consent infrastructure. VSA does not use personal information collected through our website for its own marketing purposes. VSA is bound by contractual obligations to handle your information only as directed by us and in accordance with applicable privacy laws. For the purposes of applicable US state consumer privacy laws, VSA Vet Media Inc. is a service provider as defined by those statutes. VSA’s contact information is available at vsavetmedia.ca.

16. Contact Information

If you have questions about this Privacy Policy, wish to exercise your privacy rights, or have a concern about how we handle your personal information, please contact us:
Campbell Heights Animal Hospital
102-2755 192 St Surrey, BC V3S 3X1, Canada
Phone: +1 (236) 500-9000
Email: reception@campbellvets.com
Website: campbellvets.com
You may also exercise your right to opt out of the sale or sharing of your personal information by using the ‘Do Not Sell or Share My Personal Information’ link available on our website footer, or by contacting us directly using the information above. Canadian residents who are not satisfied with our response may file a complaint with the Office of the Information and Privacy Commissioner for BC at www.oipc.bc.ca, or with the Office of the Privacy Commissioner of Canada at www.priv.gc.ca.