Privacy Policy

1. Introduction

Family Pet Hospital (“we,” “us,” or “our”) operates the website familypethospitalchwk.com. This Privacy Policy explains what personal information we collect, how we use it, and the choices you have. We are committed to handling your information in accordance with the Personal Information Protection Act (British Columbia) and, where applicable, the Personal Information Protection and Electronic Documents Act (Canada). By using this website, you agree to the practices described in this policy.

2. Information We Collect

2.1 Information You Provide Directly

When you contact us, register as a client, book an appointment, or complete a form on this website, you may provide information such as your name, phone number, email address, mailing address, and details about your pet, including their name, species, breed, age, and health history. You may also provide information when you communicate with us by phone, text message, or email.

2.2 Information Collected Automatically

When you visit this website, certain information is collected automatically through cookies and similar technologies. This may include your device type, browser, approximate location, pages visited, time spent on the site, and how you arrived at the site. This information helps us understand how visitors use the website and improve it.

2.3 Communication Platforms

We use practice management and client communication platforms to manage appointments, send reminders, and respond to inquiries. Information you share through these channels, including phone calls, text messages, and online forms, is processed through these platforms to deliver our services to you.

3. How We Use Your Information

• To schedule and manage appointments and provide veterinary services
• To communicate with you about your pet’s care, including reminders and follow-ups
• To respond to your questions and service inquiries
• To process payments and maintain client records
• To improve our website and understand how visitors use it
• To send marketing communications where you have consented to receive them
• To meet our legal and regulatory obligations

4. SMS and Text Message Communications

We send text messages in accordance with Canada’s Anti-Spam Legislation (CASL). Transactional messages, such as appointment confirmations, reminders, and follow-ups about your pet’s care, are sent on the basis of implied consent arising from our existing relationship with you. Marketing messages are sent only with your express consent, which you may provide when registering or booking. Every marketing message includes a way to unsubscribe, and you can withdraw your consent at any time by replying STOP, contacting us at (604) 824-0005, or emailing info@familypethospital.info. Withdrawing consent from marketing messages does not affect transactional messages about your pet’s care, which you may also opt out of by contacting us.

5. Cookies and Tracking Technologies

5.1 Types of Cookies

This website uses the following categories of cookies:

• Essential cookies: required for the website to function, including security and consent preferences. These are always active.
• Statistics cookies: help us understand how visitors use the website through third-party analytics platforms. These are used only with your consent.
• Marketing cookies: support advertising measurement and audience features through third-party advertising networks. These are used only with your consent.

5.2 Cookie Consent

When you first visit this website, a consent banner allows you to accept or decline non-essential cookies by category. You can change your preferences at any time through the cookie settings link on this website. The cookie consent experience on this website is configured by VSA Vet Media Inc. as our website service provider.

5.3 Universal Opt-Out and Global Privacy Control

This website recognises the Global Privacy Control (GPC) signal and other universal opt-out mechanisms supported by your browser. When a recognised signal is detected, non-essential cookies are held to your indicated preference.

5.4 Online Advertising and Remarketing

With your consent, we use third-party advertising networks to show ads for our services to people in our local area, including remarketing to previous website visitors. Advertising on this website is consent-based in accordance with the Personal Information Protection Act (British Columbia) and the Personal Information Protection and Electronic Documents Act. We advertise within a local radius only. You can opt out of personalised advertising at any time through the cookie banner on this website, or through these industry tools:

• google.com/settings/ads
• networkadvertising.org/managing/opt_out.asp

6. Third-Party Services

We work with third-party service providers in the following functional categories: website hosting and content delivery, third-party analytics platforms, tag management, online form and appointment booking providers, practice management and client communication platforms, payment processing, and third-party advertising networks. These providers process information only as needed to deliver their services and are required to protect it. We do not sell your personal information.

7. AI-Assisted Tools

Like most modern veterinary practices, we use software platforms that include AI-assisted features to help us communicate with clients efficiently. These may include voicemail transcription, call categorisation, automated appointment reminders, a website chatbot or automated phone attendant, and suggested responses to online reviews.

7.1 No Medical Decisions by AI

AI-assisted tools are used for communication and administrative tasks only. No decision about your pet’s health or care is ever made by an automated system. All clinical decisions are made by our veterinary professionals.

7.2 Call Recording

Calls to and from our clinic may be recorded for quality, training, and record-keeping purposes. In accordance with the Personal Information Protection Act (British Columbia) and the Personal Information Protection and Electronic Documents Act, you will be notified that a call may be recorded, and continuing the call constitutes your consent. If you prefer not to be recorded, you may tell us and we will accommodate you, or you can contact us by email instead.

7.3 Automated Communications

Appointment reminders and similar routine messages may be generated and sent automatically. You can opt out of automated communications at any time by contacting us.

7.4 AI Interaction Disclosure

If you interact with a chatbot or automated phone attendant on our website or phone line, it will be identified as an automated assistant. You can always ask to be connected with a member of our team.

7.5 Your Choices Regarding AI Tools

If you have questions or concerns about AI-assisted features, or prefer that your communications be handled without them where practical, contact us at info@familypethospital.info and we will work with you.

8. Data Protection and Security

We use reasonable administrative, technical, and physical safeguards to protect personal information against loss, theft, and unauthorised access, use, or disclosure. No method of transmission or storage is completely secure, but we work with our service providers to maintain appropriate protections.

8.1 Data Breach Notification

In the event of a data breach affecting your personal information, we will notify you and the appropriate authorities as required by applicable law.

9. Your Privacy Rights

Under the Personal Information Protection Act (British Columbia) (SBC 2003, c. 63), you have the right to request access to the personal information we hold about you, to request correction of inaccurate information, and to withdraw your consent to our collection, use, or disclosure of your information, subject to legal and contractual restrictions. To exercise any of these rights, contact us at info@familypethospital.info or (604) 824-0005. We will respond within the timeframe required by the applicable statute.

10. Sharing of Information

We do not sell your personal information. We share personal information only with the service providers described in Section 6, with your consent, or where required by law, such as responding to a lawful request from a regulator or court. Any consent-based sharing for advertising purposes is governed by the Personal Information Protection Act (British Columbia) and the Personal Information Protection and Electronic Documents Act, and you can withdraw that consent at any time through the cookie banner or by contacting us.

11. Children’s Privacy

This website is not directed at children under 13, and we do not knowingly collect personal information from children under 13. If you believe a child has provided us personal information through this website, contact us and we will delete it.

12. Links to External Websites

This website may link to third-party websites, including pet health resources and social media platforms. We are not responsible for the privacy practices or content of those websites, and this Privacy Policy does not apply to them. If you follow a link to our social media pages, including Meta platforms such as Facebook and Instagram, your use of those platforms is governed by their own privacy policies, and any information you share there is processed by the platform operator, not by us.

13. Data Retention

We retain personal information for as long as needed to provide services to you and your pet, to maintain accurate veterinary records as required by our regulatory obligations, and to meet legal requirements. When information is no longer needed, we dispose of it securely.

14. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. The effective date at the top of this page reflects the most recent revision. Material changes will be posted on this page, and your continued use of the website after changes are posted constitutes acceptance of the updated policy.

15. Website Design and Management

This website is designed and managed by VSA Vet Media Inc. on behalf of Family Pet Hospital. As our website service provider, VSA Vet Media Inc. supports the operation of this website, its forms, and its cookie consent experience, and processes website information only on our instructions. VSA Vet Media Inc. is not a veterinary practice.

16. Contact Information

If you have questions about this Privacy Policy or how your information is handled, contact us:

Family Pet Hospital
Unit 3, 7319 Vedder Road, Chilliwack, BC V2R 4E4
Phone: (604) 824-0005
Email: info@familypethospital.info