1. Introduction

108 Avenue Animal Hospital (“we,” “us,” or “our”) operates the website 108aveanimalhospital.com (the “Site”). This Privacy Policy explains how we collect, use, disclose, and protect information when you visit our Site or interact with our services.

By using this Site, you agree to the practices described in this Privacy Policy. If you do not agree, please discontinue use of the Site.

Our privacy practices are governed by the Personal Information Protection and Electronic Documents Act (PIPEDA), the Personal Information Protection Act (PIPA) of British Columbia, Canada’s Anti-Spam Legislation (CASL), and all applicable US state consumer privacy laws for visitors accessing this Site from the United States.

2. Information We Collect

2.1 Information You Provide Directly

We collect personal information you voluntarily provide when you:

• Submit a contact, appointment request, intake, or boarding form
• Submit a product refill or service inquiry request
• Sign up for SMS or email communications
• Contact us by phone, email, or through the website chat feature

The types of information collected may include your name, email address, phone number, pet name and species, and the nature of your inquiry.

Form submissions are delivered to our email inbox and are not stored in a database on our website servers.

2.2 Information Collected Automatically

When you visit our Site, certain information is collected automatically through analytics and tracking technologies, including:

• IP address and approximate geographic location
• Browser type and device information
• Pages visited, links clicked, and time spent on each page
• Referring URLs and search terms used to find our Site
• Cookie identifiers and session data

This information is collected through website analytics platforms and tag management systems to help us understand how visitors use our Site and improve our content and performance.

2.3 Communication Platforms

When you contact us by phone, your call may be recorded. When you send us text messages or emails, those communications are received and stored by the communication and scheduling platforms we use to manage client interactions. See Section 7 for further details on AI-assisted tools and call recording.

3. How We Use Your Information

We use the information we collect to:

• Respond to appointment requests, inquiries, and service requests
• Confirm and manage appointments and send reminders
• Send SMS messages you have opted into receiving
• Improve our website and services based on usage patterns
• Deliver and optimize online advertising to users who have previously visited our Site
• Comply with applicable legal and regulatory obligations
• Detect and prevent fraud or unauthorized activity on our Site

We do not use your information to make automated medical decisions about your pet. All clinical decisions are made by licensed veterinary professionals.

4. SMS and Text Message Communications

If you provide your mobile phone number and opt into SMS communications, we may send you appointment reminders, confirmation messages, and service-related updates.

Message frequency varies. Standard message and data rates may apply.

To opt out at any time, reply STOP to any message we send you. To request help, reply HELP. You may also opt out by contacting us directly at (604) 581-1108 or info@108aveanimalhospital.com. Opt-out requests will be processed within 10 business days.

We do not share your mobile phone number with third parties for their own marketing purposes.

5. Cookies and Tracking Technologies

5.1 Types of Cookies

We use the following categories of cookies on this Site:

• Essential — Required for the website to function. Enable core features such as security, accessibility, and page navigation. Cannot be disabled.
• Statistics — Help us understand how visitors interact with the Site by collecting and reporting information anonymously. Allow us to improve website performance and content. Opt-in.
• Marketing — Used to deliver advertisements relevant to your interests. Track visits across websites to build audience profiles for targeted advertising on this and other sites. Opt-in.

5.2 Cookie Consent

When you first visit our Site, you will be presented with a cookie consent notice. You may accept all categories, accept only essential cookies, or customize your preferences. Cookie consent infrastructure on this Site is configured by VSA Vet Media Inc. You may update your cookie preferences at any time through the consent tool available on our Site.

5.3 Global Privacy Control and Universal Opt-Out Mechanisms

We recognize Global Privacy Control (GPC) signals and other universal opt-out mechanisms (UOOM) as valid opt-out requests under applicable law. If your browser or device transmits a GPC signal, we will treat it as a request to opt out of the sale or sharing of your personal information for cross-context behavioral advertising purposes.

5.4 Online Advertising and Remarketing

We use online advertising services to show advertisements to users who have previously visited our Site. This practice, known as remarketing or retargeting, uses cookies and similar technologies to serve relevant ads as you browse other websites and platforms.

Marketing cookies placed on your device by advertising platforms may be used to build audience profiles and deliver ads based on your prior browsing activity on our Site. This constitutes “sharing” of personal information for cross-context behavioral advertising purposes under applicable consumer privacy laws.

You may opt out of interest-based advertising at any time:

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

Opting out does not mean you will stop seeing ads. It means ads will not be targeted based on your browsing history.

6. Third-Party Services

We work with third-party service providers to operate our website and deliver our services. We share personal information with these providers only as necessary for them to perform services on our behalf. These providers are bound by confidentiality obligations and may not use your information for their own marketing or other independent purposes.

Third-party service categories we use include:

• Online form and appointment request providers
• Communication and scheduling platforms
• Website analytics platforms
• Website hosting providers
• Advertising and remarketing platforms

We do not sell your personal information to third parties.

7. AI-Assisted Tools

7.1 No Medical Decisions by AI

No artificial intelligence system used in connection with this website or our communications is used to make medical decisions about your pet. All clinical decisions are made by licensed veterinary professionals.

7.2 Call Recording

Calls to and from our clinic may be recorded for quality assurance, staff training, and operational improvement purposes. By calling us, you acknowledge that your call may be recorded.

7.3 Automated Communications

We use automated communication tools to send appointment reminders, confirmations, and follow-up messages by phone, SMS, or email. These tools may include interactive voice response (IVR) systems and automated messaging platforms that contact you on our behalf.

7.4 AI Interaction Disclosure

Our website and communication systems may use AI-assisted features, including voicemail transcription, call categorization, chatbot or automated phone attendant interactions, and review response assistance. These features are operated in compliance with applicable law. If you interact with an automated system, you may request to speak or correspond with a human staff member at any time.

7.5 Your Rights Regarding AI

You have the right to know when you are interacting with an automated or AI-assisted system. You have the right to decline to interact with automated communication tools and to request direct contact with a staff member instead. Please contact us at (604) 581-1108 or info@108aveanimalhospital.com to make such a request.

8. Data Protection and Security

We implement reasonable administrative, technical, and physical safeguards to protect your personal information from unauthorized access, disclosure, alteration, or destruction. These measures include SSL encryption on data transmitted through our website and access controls that limit who can view personal information.

No method of transmission over the internet or electronic storage is completely secure. While we take reasonable precautions, we cannot guarantee the absolute security of your information.

8.1 Data Breach Notification

In the event of a data breach involving your personal information, we will notify affected individuals and relevant authorities as required by applicable law.

9. Your Privacy Rights

Depending on your jurisdiction, you may have the right to:

• Access the personal information we hold about you
• Correct inaccurate or incomplete personal information
• Request deletion of your personal information, subject to legal exceptions
• Withdraw consent to the collection or use of your personal information
• Request restriction of processing in certain circumstances
• Object to the use of your personal information for direct marketing
• Opt out of the sale or sharing of your personal information for cross-context behavioral advertising

To exercise any of these rights, please contact us at:

108 Avenue Animal Hospital 14675 108 Avenue, Surrey, BC V3R 1V9 Phone: (604) 581-1108 Email: info@108aveanimalhospital.com

We will respond within the timeframe required by the applicable statute. We will not discriminate against you for exercising your privacy rights.

For visitors from British Columbia, your rights are governed primarily by the Personal Information Protection Act (PIPA) of British Columbia. For visitors from other Canadian provinces, your rights are governed by PIPEDA or applicable provincial privacy legislation. For visitors from the United States, your rights may be governed by all applicable US state consumer privacy laws.

A “Do Not Sell or Share My Personal Information” link is available in our website footer for applicable users.

10. Sharing of Information

We may share your personal information in the following circumstances:

• With service providers who assist in operating our website and delivering our services, as described in Section 6
• With advertising platforms for remarketing purposes as described in Section 5.4, where you have not opted out
• As required by law, legal process, or governmental authority
• To protect the rights, property, or safety of 108 Avenue Animal Hospital, our clients, or the public
• In connection with a business transaction such as a merger, acquisition, or sale of assets, in which case your information would remain subject to this Privacy Policy or a policy offering equivalent protections

We do not sell your personal information.

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 personal information from a child under 13, please contact us at info@108aveanimalhospital.com and we will promptly delete it.

12. Links to External Websites

Our Site may contain links to third-party websites, including social media platforms, external resources, and pet health organizations. We are not responsible for the privacy practices of those websites. We encourage you to review the privacy policies of any external sites you visit before providing personal information.

This Site has a presence on one or more third-party social media platforms. Our use of those platforms is governed by both this Privacy Policy and each platform’s own data policy. The platform may independently collect and process data about your interactions with our content, including through its own tracking and advertising tools. We do not control the platform’s data collection, processing, or advertising practices.

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, resolve disputes, and enforce our agreements. When personal information is no longer needed for these purposes, we take reasonable steps to securely delete, destroy, or de-identify it in accordance with applicable 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. We encourage you to review this policy periodically to stay informed about how we protect your information.

Your continued use of our Site after changes are posted constitutes your acceptance of the updated Privacy Policy.

15. Website Design and Management

This website is designed and maintained by VSA Vet Media Inc. (“VSA”), a veterinary digital marketing agency. VSA acts as a service provider to 108 Avenue Animal Hospital and processes personal information only as directed by and on behalf of 108 Avenue Animal Hospital.

VSA does not use your personal information for its own marketing purposes. VSA’s access to and processing of personal information collected through this website is governed by a service agreement with 108 Avenue Animal Hospital.

For the purposes of applicable US state consumer privacy laws, VSA Vet Media Inc. is a “service provider” or “processor” as defined under those laws and does not independently “sell” or “share” your personal information.

16. Contact Information

If you have questions, concerns, or requests related to this Privacy Policy or our privacy practices, please contact us:

108 Avenue Animal Hospital 14675 108 Avenue Surrey, BC V3R 1V9 Canada Phone: (604) 581-1108 Email: info@108aveanimalhospital.com Website: 108aveanimalhospital.com