1. Introduction
Yorkson Creek Veterinary Hospital (“we,” “us,” or “our”) operates the website located at yorksoncreekvet.ca. This Privacy Policy describes how we collect, use, disclose, and protect the personal information of visitors to our website and individuals who contact us or use our services.
This Policy applies to personal information collected through our website, by telephone, by electronic communication, and through our online platforms. It is governed by the Personal Information Protection and Electronic Documents Act (PIPEDA), S.C. 2000, c. 5, the Personal Information Protection Act (BC PIPA), S.B.C. 2003, c. 63, Canada’s Anti-Spam Legislation (CASL), S.C. 2010, c. 23, and all other applicable Canadian and US privacy laws. Where visitors from outside Canada access our website, we also acknowledge obligations under all applicable US state consumer privacy laws.
By using our website, you consent to the practices described in this Policy. If you do not agree with this Policy, please do not use our website.
2. Information We Collect
2.1 Information You Provide Directly
We collect personal information that you voluntarily provide to us, including when you:
- Submit an appointment request, new client registration, or contact form on our website
- Submit a product refill request or food order request through our online forms
- Sign up for or respond to SMS or email communications
- Call our clinic, leave a voicemail, or send us an email
- Interact with our website chatbot or automated phone attendant
The types of information collected may include your name, mailing address, email address, phone number, pet name and species, and any other information you choose to include in your message or form submission.
Form submissions are delivered to our email system 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 tracking technologies, including:
- IP address and approximate geographic location
- Browser type and version, operating system, and device type
- Pages visited, time spent on each page, and navigation path
- Referring website or search query that directed you to our site
- Cookie identifiers and interaction data as described in Section 5
This information is collected through website analytics platforms and tag management services installed on our website and is used to understand how visitors use our site and to improve its performance.
2.3 Communication Platforms
We use third-party communication and scheduling platforms to manage appointments, send reminders, process voicemails, and facilitate client communications. These platforms may process your name, phone number, email address, and communication content on our behalf. All such platforms are engaged as service providers under contractual obligations consistent with applicable privacy law.
3. How We Use Your Information
We use the personal information we collect for the following purposes:
- To respond to appointment requests, inquiries, and form submissions
- To confirm, remind, and follow up on appointments by phone, email, or SMS
- To process product refill requests and food orders submitted through our forms
- To send informational communications about our services, subject to your consent where required by CASL
- To analyze and improve the performance and usability of our website
- To detect and prevent fraud, unauthorized access, and other harmful activity
- To comply with our legal obligations under applicable law
- To operate online advertising campaigns targeted to audiences in our local service area
We do not use personal information for automated decision-making that produces legal or similarly significant effects. No AI system is used to make clinical or medical decisions regarding your pet. See Section 7 for details on AI-assisted tools.
4. SMS and Text Message Communications
We may send you appointment reminders, service updates, and other communications by SMS or text message where you have provided your phone number and consented to receive such messages, consistent with our obligations under CASL and applicable telecommunications regulations.
Message frequency varies. Standard message and data rates may apply.
To opt out: Reply STOP to any SMS message at any time to cancel. You may also opt out by emailing reception@yorksoncreekvet.ca, calling us at (604) 510-7387, or by any other reasonable method of communicating your withdrawal of consent. We will process opt-out requests within 10 business days.
For help: Reply HELP to any SMS message or contact us directly at (604) 510-7387.
Opting out of SMS communications does not affect your ability to receive services from our clinic.
5. Cookies and Tracking Technologies
5.1 Types of Cookies
Our website uses cookies and similar tracking technologies. The following cookie categories are present on this website:
- Essential cookies: These cookies are required for the website to function. They cannot be disabled. They include session management, security, and basic site functionality.
- Statistics cookies: These cookies collect anonymized information about how visitors interact with our website, including pages visited and time spent. This data helps us improve our website. These cookies are enabled only with your consent.
- Marketing cookies: These cookies are used to deliver advertising that is relevant to you and your interests, to measure the effectiveness of our advertising campaigns, and to build remarketing audiences. These cookies are enabled only with your consent.
5.2 Cookie Consent
When you first visit our website, you will be presented with a cookie consent banner. You may accept all cookie categories, adjust your preferences by category, or decline non-essential cookies. Your preferences are saved and applied to future visits. You may change your preferences at any time through the cookie settings tool on our website.
Cookie consent infrastructure on this website is configured by VSA Vet Media Inc. as part of their website management services. See Section 15.
5.3 Global Privacy Control and Universal Opt-Out Signals
We recognize Global Privacy Control (GPC) and Universal Opt-Out Mechanism (UOOM) signals transmitted by your browser. If your browser transmits a GPC or UOOM signal, we treat it as a request to opt out of the use of your personal information for targeted advertising purposes, consistent with applicable law. You do not need to submit a separate opt-out request.
5.4 Online Advertising and Remarketing
We use online advertising services to deliver advertisements to users who have previously visited our website or who match certain audience criteria based on geographic location and browsing behavior. These services may use cookies and similar technologies to recognize your device across websites and to display relevant advertisements.
Our advertising campaigns are targeted to users within our local service area only. We do not conduct national or international advertising campaigns.
Remarketing and behavioral advertising: If you have consented to Marketing cookies, your visit data may be used to show you relevant advertisements on other websites and platforms. This does not involve the sale of your personal information.
Opt out of interest-based advertising: You may opt out of interest-based advertising at any time using the following tools:
- Google Ads Settings: com/settings/ads
- Network Advertising Initiative: org/managing/opt_out.asp
Opting out through these tools will stop interest-based advertising but may not stop all advertising. You may still see advertisements that are not based on your interests.
For information about how our social media advertising platform uses your data, see the data policy published by that platform. Your interactions with our social media pages are also subject to the platform’s own privacy policy.
6. Third-Party Services
We engage third-party service providers to support the operation of our website and business. We share personal information with these providers only to the extent necessary for them to perform their services on our behalf. All third-party service providers are required to maintain the confidentiality and security of personal information and are prohibited from using it for any purpose other than the services they provide to us.
Third-party service providers are engaged in the following functional categories:
- Online appointment and form providers: Platforms that receive and route appointment requests, contact form submissions, and client registration information.
- Communication and scheduling platforms: Platforms used to send appointment reminders, follow-up messages, SMS notifications, and automated voice communications.
- Website analytics platforms: Platforms that collect anonymized data about website visitor behavior to help us understand and improve our website performance.
- Website hosting providers: Infrastructure providers that store and serve our website files and databases.
- Online store providers: Third-party platforms that process orders and payments for products purchased through our linked online store. Purchases made through the online store are subject to that platform’s own privacy policy and terms of service.
We do not sell, rent, or trade personal information to third parties for their own marketing purposes.
7. AI-Assisted Tools
7.1 No AI for Medical Decisions
No artificial intelligence or automated system is used to make clinical assessments, medical decisions, or diagnostic determinations regarding your pet. All clinical decisions are made by licensed veterinary professionals. AI-assisted tools on our website and communication systems are limited to administrative and communication functions as described below.
7.2 Call Recording
Telephone calls to and from our clinic may be recorded. By calling us, you acknowledge and consent to the recording of the call. Recordings are used for quality assurance, staff training, and administrative purposes. We comply with our obligations under PIPEDA and BC PIPA with respect to the collection, use, and protection of recorded communication content.
Recorded calls may be processed by AI-assisted tools for purposes including voicemail transcription and call categorization, as described in Section 7.4.
7.3 Automated Communications
We use automated systems to send appointment reminders, follow-up messages, recall notices, and other administrative communications by phone, SMS, and email. These automated messages are triggered by appointment data and are not the result of human review of your individual file for communication purposes. You may opt out of automated communications at any time by contacting us.
7.4 AI Interaction Disclosure
Our website and telephone system may use AI-assisted tools including a website chatbot, interactive voice response (IVR) system, voicemail transcription, automated review response suggestions, and call categorization. These tools may process the content of your communications for the purposes described in this Policy. Where required by applicable law, we disclose the use of these tools and obtain your consent prior to or at the time of interaction.
AI-assisted tools may process communication content on servers operated by third-party service providers. These providers are engaged as service providers under appropriate data processing agreements, in compliance with applicable law.
7.5 Your Rights Regarding AI
You have the right to request human review of any automated decision that produces a significant effect on you. To make such a request, contact us at reception@yorksoncreekvet.ca or (604) 510-7387. We will respond to your request within the timeframe required by applicable law.
8. Data Protection and Security
We implement reasonable technical, administrative, and physical safeguards to protect personal information against unauthorized access, disclosure, alteration, or destruction. These measures include SSL/TLS encryption for data transmitted between your browser and our website, access controls, and secure handling procedures for personal information.
No method of electronic transmission or storage is completely secure. While we take the protection of your information seriously, we cannot guarantee absolute security.
8.1 Data Breach Notification
In the event of a breach of security involving personal information that creates a real risk of significant harm, we will notify affected individuals and report to the applicable regulatory authority as required by applicable law.
9. Your Privacy Rights
Subject to applicable law, you have the following rights with respect to your personal information:
- Right of access: You have the right to request access to the personal information we hold about you and to receive a description of how it is used and disclosed.
- Right to correction: You have the right to request that we correct inaccurate or incomplete personal information.
- Right to withdraw consent: Where our collection or use of your personal information is based on your consent, you have the right to withdraw that consent at any time. Withdrawal of consent does not affect the lawfulness of any collection or use prior to withdrawal.
- Right to opt out of targeted advertising: You have the right to opt out of the use of your personal information for targeted advertising purposes. See Section 5.3 and Section 5.4 for opt-out options.
- Rights under applicable US state law: If you are a resident of a US state with applicable consumer privacy laws, you may have additional rights including the right to deletion, the right to portability, and the right to opt out of the sale or sharing of personal information. We do not sell personal information. We will respond to verified rights requests within the timeframe required by the applicable state statute.
To exercise any of the rights described above, contact us at:
Email: reception@yorksoncreekvet.ca | Phone: (604) 510-7387 | Mail: 110-20728 Willoughby Town Centre Drive, Langley Township, BC V2Y 0P3
We may require you to verify your identity before processing a request. We will not discriminate against you for exercising your privacy rights.
10. Sharing of Information
We do not sell your personal information. We do not share your personal information with third parties for their own direct marketing purposes without your express consent.
We may share personal information in the following circumstances:
- Service providers: As described in Section 6, with third-party providers acting on our behalf under contractual obligations.
- Legal obligations: Where required or permitted by law, including in response to a lawful request from a government authority, court order, or regulatory body.
- Protection of rights: Where necessary to protect the safety, rights, or property of our clinic, our clients, or the public.
- Business transfers: In connection with a merger, acquisition, or sale of all or substantially all of our assets, in which case we will provide notice and, where required by law, obtain consent prior to the transfer of personal information.
For visitors from US states with applicable consumer privacy laws: To the extent that our use of Marketing cookies and remarketing technologies constitutes “sharing” under applicable law, you may opt out at any time using the options described in Section 5.3 and Section 5.4, or by submitting a “Do Not Sell or Share My Personal Information” request to reception@yorksoncreekvet.ca. A “Do Not Sell or Share” link is also available in the footer of our website.
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 we become aware that we have inadvertently collected personal information from a child under 13, we will take reasonable steps to delete it promptly. If you believe we have collected personal information from a child under 13, please contact us at reception@yorksoncreekvet.ca.
12. Links to External Websites
Our website may contain links to third-party websites, including our linked online store, social media profiles, and external resources. These websites are operated by independent third parties and have their own privacy policies. We are not responsible for the privacy practices or content of any linked website. We encourage you to review the privacy policy of any website you visit through a link on our site.
Social media platforms: Our website links to our profiles on third-party social media platforms. Your interactions on those platforms, including pages you visit, content you engage with, and personal information you provide, are governed by those platforms’ own data policies and terms of service. We do not control how those platforms collect or use your data, and we encourage you to review their privacy policies directly.
13. Data Retention
We retain personal information for as long as necessary to fulfill the purposes for which it was collected, to comply with applicable legal obligations, to resolve disputes, and to enforce our agreements. When personal information is no longer needed, we destroy or anonymize it in a secure manner.
The retention period for specific categories of personal information varies depending on the nature of the information and the purpose for which it was collected. Call recordings and voicemail transcriptions are retained for a limited period consistent with their administrative purpose and then deleted. Website analytics data is retained in accordance with the default retention settings of our analytics platform and applicable law.
14. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, legal obligations, or the services we use. 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 to stay informed about how we protect your information. Your continued use of our website following the posting of changes constitutes your acceptance of those changes.
15. Website Design and Management
This website is designed, built, and maintained by VSA Vet Media Inc., a digital marketing agency specializing in the veterinary industry. VSA Vet Media Inc. acts as a service provider to Yorkson Creek Veterinary Hospital and processes personal information on our behalf solely for the purposes of website management, analytics configuration, cookie consent infrastructure, and digital marketing services.
VSA Vet Media Inc. does not use personal information collected through this website for any purpose other than the services it provides to us and is bound by contractual obligations consistent with PIPEDA, BC PIPA, and all applicable privacy law.
For the purposes of applicable US state consumer privacy law, VSA Vet Media Inc. is a service provider and is not a third party to whom personal information is sold or shared for independent use.
16. Contact Information
If you have questions or concerns about this Privacy Policy, wish to exercise a privacy right, or wish to submit a complaint, please contact us:
Yorkson Creek Veterinary Hospital Mailing Address: 110-20728 Willoughby Town Centre Drive, Langley Township, British Columbia V2Y 0P3 Phone: (604) 510-7387 Email: reception@yorksoncreekvet.ca Website: yorksoncreekvet.ca |
If you are not satisfied with our response to a privacy concern, you have the right to contact the Office of the Privacy Commissioner of Canada at priv.gc.ca or, for BC residents, the Office of the Information and Privacy Commissioner for British Columbia at oipc.bc.ca.