Privacy Policy

1. Introduction

Deer Lake Animal Hospital (“we,” “us,” or “our”) is committed to protecting the privacy of visitors to our website and clients of our veterinary practice. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit deerlakevets.ca or interact with us through our digital communications channels.

This policy applies to all information collected through our website and any related digital services. It does not apply to information you provide to us in person at our clinic, which is governed by our clinical privacy practices and applicable Canadian health privacy legislation.

By using our website, you consent to the practices described in this Privacy Policy. If you do not agree with the terms of this policy, please discontinue use of our website.

This Privacy Policy is governed by the Personal Information Protection and Electronic Documents Act (PIPEDA) and the Personal Information Protection Act (BC PIPA), as applicable. Where our website is accessible to residents of other jurisdictions, including the United States, we also comply with all applicable US state consumer privacy laws.

2. Information We Collect

2.1 Information You Provide Directly

We collect information you voluntarily provide when you:

• Complete an appointment request, contact form, or new client registration form on our website
• Send us an email or text message
• Call our clinic (calls may be recorded as described in Section 7.2)
• Interact with our automated phone or chat systems

The types of information you may provide include your name, mailing address, email address, phone number, and information about your pet. Form submissions are delivered to us by email and are not stored in a website database.

2.2 Information Collected Automatically

When you visit our website, certain information is collected automatically through analytics and tag management tools. This may include:

• Your IP address (anonymized where required by applicable law)
• Browser type and version
• Operating system
• Pages visited and time spent on each page
• Referring URL
• General geographic location (city or region level)
• Device type

This information is collected using web analytics and tag management platforms and is used to understand how visitors use our website, to improve our online services, and to measure the effectiveness of our digital communications. Detailed cookie practices are described in Section 5.

2.3 Communication Platforms

When you contact us through our website forms, SMS/text messaging system, or telephone, your contact information and the content of your communications may be processed by third-party communication and scheduling platforms we use to operate our practice. These platforms are identified by functional category in Section 6. We do not sell or rent this information to third parties.

3. How We Use Your Information

We use the information we collect for the following purposes:

• To respond to your appointment requests, inquiries, and service requests
• To send appointment reminders, follow-up communications, and practice updates via SMS, email, or automated telephone systems, where you have provided consent
• To analyze website traffic and improve the usability and content of our website
• To display relevant online advertising to individuals who have previously visited our website, where consent has been provided
• To comply with legal and regulatory requirements
• To protect the security and integrity of our website and systems

We use your information only for the purposes described above. We do not use personal information collected through our website for clinical decision-making. See Section 7 for our AI and automated tools policy.

4. SMS and Text Message Communications

By providing your mobile phone number and consenting to receive text messages from Deer Lake Animal Hospital, you agree to receive SMS communications from us, which may include appointment reminders, confirmations, recall notices, and other practice-related messages.

Message frequency varies. Standard message and data rates may apply depending on your mobile carrier and plan.

To opt out of SMS communications at any time, reply STOP to any message you receive from us. For help, reply HELP. You may also opt out by contacting us directly by phone or email using the contact information in Section 16.

After receiving a STOP request, we will process your opt-out within 10 business days. You may continue to receive a brief confirmation message acknowledging your opt-out request.

We do not use your mobile number for any purpose other than sending communications you have consented to receive. Your mobile number is not shared with third parties for their own marketing purposes.

5. Cookies and Tracking Technologies

5.1 Types of Cookies

Our website uses cookies and similar tracking technologies to operate, analyze, and improve our website. We use three categories of cookies:

5.2 Cookie Consent

When you first visit our website, a cookie consent banner will appear. You may accept all cookie categories, accept only essential cookies, or customize your preferences by category. Your choice will be saved and applied on future visits.

You may update your cookie preferences at any time by clearing your browser cookies and revisiting our website, or by using the cookie settings control available on our website. Withdrawing consent for statistics or marketing cookies does not affect the lawfulness of any processing that occurred prior to your withdrawal.

Our cookie consent infrastructure is configured and maintained by VSA Vet Media Inc. on our behalf.

5.3 Global Privacy Control and Universal Opt-Out Mechanisms

We recognize the Global Privacy Control (GPC) signal and other Universal Opt-Out Mechanisms (UOOM) where required by applicable law. If your browser or device transmits a GPC signal indicating that you do not wish to have your personal information sold or shared for cross-context behavioral advertising, we will treat that signal as a valid opt-out request for the applicable jurisdiction.

Recognizing a GPC signal does not affect cookies that are strictly necessary for the operation of our website.

5.4 Online Advertising and Remarketing

We use online advertising services, including search advertising and social media advertising platforms, to display advertisements to individuals who have previously visited our website. This practice is known as remarketing or retargeting.

To enable remarketing, advertising platforms may place cookies or similar tracking technologies on your device when you visit our website (if you have consented to Marketing cookies). These technologies allow those platforms to recognize your browser when you visit other websites or use other applications, and to display advertisements related to our veterinary practice.

We limit our advertising targeting to a local geographic radius and do not engage in national or international audience targeting.

No personal health information or clinical data is shared with advertising platforms. Advertising audiences are built using website visit behavior only, subject to your cookie consent preferences.

You may opt out of interest-based advertising by visiting:

• Google Ads Settings: google.com/settings/ads
• Network Advertising Initiative opt-out: networkadvertising.org/managing/opt_out.asp

Opting out prevents interest-based ad targeting but does not prevent all advertising. You may still see general advertisements from us that are not based on your previous website visits.

Under applicable US state consumer privacy laws, the use of Marketing cookies for cross-context behavioral advertising may constitute the “sharing” of personal information. You have the right to opt out of this sharing. To exercise this right, you may use the cookie consent controls on our website, use the opt-out links above, or contact us directly at the information in Section 16. A “Do Not Sell or Share My Personal Information” link is also available in our website footer.

6. Third-Party Services

We work with third-party service providers to operate our website and deliver our digital services. We share only the information necessary for each provider to perform its specific function. All third-party providers are required to handle your information in accordance with applicable privacy law and are prohibited from using your information for any purpose other than providing services to us.

Third-party providers are used in the following functional categories:

• Website analytics platforms — collect anonymized data about how visitors use our website
• Tag management platforms — manage the deployment of analytics and advertising scripts on our website
• Online form and appointment request providers — facilitate the submission and delivery of contact and appointment request forms
• Communication and scheduling platforms — support appointment reminders, SMS communications, voicemail, and automated phone services
• Website hosting providers — store and serve website files and data
• Search performance platforms — support indexing and search engine visibility monitoring
• Online advertising platforms — deliver search and social media advertising and remarketing to local audiences
• Social media platforms — support social media advertising, audience building, and engagement measurement

We do not sell, rent, or trade your personal information to any third party for their own marketing or commercial purposes.

7. AI-Assisted Tools and Automated Communications

7.1 No AI for Clinical Decisions

No AI tool, automated system, or algorithmic process used on our website or in our digital communications is used to make clinical assessments, inform clinical decisions, or substitute for the professional judgment of a licensed veterinarian. All clinical decisions are made by qualified veterinary professionals.

7.2 Call Recording

Telephone calls to and from Deer Lake Animal Hospital may be recorded for quality assurance, staff training, appointment confirmation, and service improvement purposes. By calling us or accepting our return call, you consent to the recording of the call.

Recorded calls may be processed by AI-assisted tools for purposes including voicemail transcription, call categorization, and identification of follow-up actions required. Call recordings and transcripts are retained only as long as necessary for the purposes described above and are not shared with third parties except as required by law or as part of the third-party communication platforms we use to operate our phone system.

7.3 Automated Communications

We use automated systems to send appointment reminders, recall notices, follow-up messages, and other practice-related communications via SMS, email, and automated telephone. These communications are sent based on your appointment history and communication preferences. You may opt out of automated communications at any time using the methods described in Section 4.

Our automated communication system may use AI-assisted features to generate draft responses to online reviews or to suggest communication content. Any such content is reviewed by our team before being sent or published.

7.4 Chatbot and Automated Phone Attendant

Our website and telephone system may include a chatbot or automated phone attendant that uses AI to respond to common questions and route inquiries to the appropriate team member. Where you are interacting with an automated system rather than a human, we will disclose this in compliance with applicable law.

Information you share with a chatbot or automated phone attendant is handled in the same manner as other information you provide to us, as described in this Privacy Policy.

7.5 Your Rights Regarding AI

Where applicable law provides rights in relation to automated decision-making, including the right to request human review of automated decisions that affect you, you may exercise those rights by contacting us using the information in Section 16.

8. Data Protection and Security

We implement reasonable administrative, technical, and physical safeguards designed to protect your personal information from unauthorized access, use, disclosure, alteration, or destruction. Our website is served over an encrypted HTTPS connection. Access to systems that store personal information is restricted to authorized personnel.

No method of transmission over the internet or method of electronic storage is completely secure. While we use commercially reasonable measures 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 individuals, we will notify affected individuals and applicable regulatory authorities 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 and how it is used
• The right to access a copy of your personal information
• The right to request correction of inaccurate personal information
• The right to request deletion of your personal information, subject to our legal obligations to retain certain records
• The right to withdraw consent for processing activities based on consent, without affecting the lawfulness of prior processing
• The right to opt out of the sale or sharing of personal information for cross-context behavioral advertising
• The right to non-discrimination for exercising your privacy rights

To exercise any of these rights, please contact us using the information in Section 16. We will respond to verified requests within the timeframe required by the applicable statute. We may require you to verify your identity before processing your request.

If you are a resident of British Columbia or another Canadian province, your rights are governed primarily by PIPEDA and applicable provincial privacy legislation. If you are a resident of the United States, your rights may also include those provided under all applicable US state consumer privacy laws.

10. Sharing of Information

We share your personal information only in the following circumstances:

• With third-party service providers who assist us in operating our website and delivering our services, as described in Section 6, under data processing agreements that restrict their use of your information to the services they provide to us
• Where required by law, court order, or other legal process
• Where necessary to protect the safety of any person or the integrity of our systems
• With a successor entity in the event of a merger, acquisition, or sale of our practice, provided that the acquiring entity agrees to honor the terms of this Privacy Policy

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

11. Children’s Privacy

Our website is not directed at children under the age of 13. We do not knowingly collect personal information from children under 13 through our website. If you are a parent or guardian and believe that your child under 13 has provided personal information to us through our website without your consent, please contact us at the information in Section 16 and we will take steps to delete that information.

12. Links to External Websites

Our website may contain links to third-party websites, including social media platforms, resource directories, and partner organizations. These links are provided for your convenience. We are not responsible for the privacy practices or content of those external websites. We encourage you to review the privacy policy of any external website you visit.

Our website maintains a presence on social media platforms operated by third parties. When you interact with our social media pages, those platforms may collect information about you in accordance with their own privacy policies. We do not control the data practices of social media platforms. Our use of social media advertising features means that social media platforms may receive limited information about website visitors who have consented to Marketing cookies, as described in Section 5.4.

13. Data Retention

We retain personal information collected through our website for as long as necessary to fulfill the purposes for which it was collected, including to respond to inquiries, to maintain contact records for ongoing client relationships, and to comply with our legal, accounting, and regulatory obligations.

Cookie and analytics data is retained in accordance with the data retention settings of the analytics and advertising platforms we use, which are set to minimize retention where technically possible. Where you withdraw consent for Statistics or Marketing cookies, new data collection under those categories ceases immediately.

Information contained in call recordings is retained for the period required for quality assurance and training purposes, and is then deleted unless retention is required by law.

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 and, where appropriate, notify you by a notice on our website.

Your continued use of our website after any changes to this Privacy Policy constitutes your acceptance of the updated policy. We encourage you to review this page periodically.

15. Website Design and Management

The Deer Lake Animal Hospital website is designed, built, and maintained by VSA Vet Media Inc., a veterinary digital marketing agency (“VSA Vet Media”). VSA Vet Media acts as a service provider to Deer Lake Animal Hospital for website design, development, search engine optimization, and digital advertising services.

In this capacity, VSA Vet Media may have access to personal information submitted through our website, including form submissions and analytics data, solely for the purpose of providing the services described above. VSA Vet Media is prohibited from using this information for any purpose other than providing services to us, and is bound by data processing obligations consistent with applicable Canadian and US privacy law.

VSA Vet Media is not a clinical service provider, does not have access to veterinary records, and does not process personal health information on our behalf.

For the purposes of applicable US state consumer privacy laws, VSA Vet Media acts as a service provider (not a third party) with respect to any personal information it processes on our behalf.

16. Contact Information

If you have questions about this Privacy Policy, wish to exercise your privacy rights, or have concerns about how we handle your personal information, please contact us:

If you are a Canadian resident and are not satisfied with our response to a privacy concern, you may contact the Office of the Privacy Commissioner of Canada or the British Columbia Office of the Information and Privacy Commissioner.