Medical Services for Dogs and Cats in Abbotsford, BC
- Introduction
Glenn Mountain Animal Hospital (“we,” “our,” or “us”) operates the website located at glennmountainvet.ca (the “Site”). This Privacy Policy explains how we collect, use, disclose, and protect personal information about visitors to our Site and clients of our practice.
By using our Site or our services, you agree to the collection and use of personal information in accordance with this policy.
We are committed to protecting your personal information in compliance with the Personal Information Protection and Electronic Documents Act (PIPEDA), the British Columbia Personal Information Protection Act (PIPA), Canada’s Anti-Spam Legislation (CASL), and all applicable US state consumer privacy laws as they may apply to residents who visit our Site.
- Information We Collect
2.1 Information You Provide Directly
We collect personal information that you voluntarily provide when you:
- Complete contact, appointment request, new client registration, or inquiry forms on our Site
- Book an appointment online
- Contact us by phone, email, or text message
- Place an order through our online store
- Otherwise communicate with our team
This information may include your name, mailing address, phone number, email address, pet information, and payment information for online store purchases.
2.2 Information Collected Automatically
When you visit our Site, certain information is collected automatically through analytics and tag management tools, including:
- IP address and approximate geographic location
- Browser type and version
- Device type and operating system
- Pages visited, time spent on pages, and navigation paths
- Referring website or search query that brought you to our Site
- Date and time of your visit
This information is collected to understand how visitors use our Site, to improve our content and user experience, and to measure the effectiveness of our marketing.
2.3 Communication Platforms
When you contact us by phone, email, text message, or through our website chatbot or automated phone attendant, information about that communication may be collected and stored. This includes call recordings (see Section 7.2), voicemail transcriptions, and records of chatbot or automated phone interactions. Information shared in these communications is handled in the same manner as other personal information collected under this policy.
- How We Use Your Information
We use the personal information we collect for the following purposes:
- To respond to inquiries and schedule or confirm appointments
- To provide veterinary services and communicate about your pet’s care
- To process online store orders and payments
- To send appointment reminders, follow-up communications, and service updates
- To send text messages and emails where you have provided consent
- To analyze Site traffic and user behavior for the purpose of improving our Site and marketing
- To serve relevant advertising to users who have previously visited our Site
- To comply with applicable legal and regulatory obligations
- To detect and prevent fraud and unauthorized access to our systems
- SMS and Text Message Communications
If you provide your mobile phone number and opt in to text message communications, we may send you appointment reminders and confirmations, follow-up care communications, and service updates and general information about our practice.
Message frequency varies. Standard message and data rates may apply.
To opt out of text messages at any time, reply STOP to any message we send. To request help, reply HELP. You may also opt out by contacting us by phone or email using the contact information in Section 16. We will process opt-out requests within 10 business days.
We do not share your mobile number with third parties for their own marketing purposes. Opting out of text messages does not affect other forms of communication with our practice.
We comply with all applicable requirements under Canada’s Anti-Spam Legislation (CASL) for commercial electronic messages, including obtaining express or implied consent before sending commercial messages and providing a working unsubscribe mechanism in every message.
- Cookies and Tracking Technologies
5.1 Types of Cookies
Our Site uses cookies and similar tracking technologies. We use the following categories of cookies:
Essential Cookies: Required for the Site to function correctly. These cookies enable basic features such as page navigation, form functionality, and security. Essential cookies are always active and cannot be disabled through our consent banner.
Statistics Cookies: Used to collect information about how visitors use our Site, such as which pages are visited most often and whether users encounter error messages. This information is used in aggregate to help us improve our Site. Statistics cookies are enabled only with your consent.
Marketing Cookies: Used to build a profile of your interests and to display relevant advertising to you on other websites and platforms after you have visited our Site. Marketing cookies are enabled only with your consent.
5.2 Cookie Consent
When you first visit our Site, a cookie consent banner will appear. You may accept all cookie categories, accept selected categories, or decline non-essential cookies. You can update your cookie preferences at any time through the cookie settings available on our Site.
If you decline Statistics or Marketing cookies, those categories will not be activated during your visit. Essential cookies will remain active as they are necessary for the Site to function.
Cookie consent infrastructure on this Site is configured and managed by VSA Vet Media Inc. on our behalf.
5.3 Global Privacy Control and Universal Opt-Out Mechanisms
Our Site recognizes Global Privacy Control (GPC) signals and other Universal Opt-Out Mechanism (UOOM) signals broadcast by your browser or browser extension. When such a signal is detected, we treat it as a request to opt out of the sale or sharing of your personal information for cross-context behavioral advertising purposes, consistent with applicable law.
5.4 Online Advertising and Remarketing
We use online advertising and remarketing technologies to serve relevant advertisements to users who have previously visited our Site. This means that after visiting our Site, you may see advertisements from us on other websites and platforms.
Remarketing works by placing Marketing cookies on your device when you visit our Site, subject to your consent. These cookies are read by advertising platforms to determine whether to display our advertisements to you on other sites.
We use advertising and remarketing technologies through both search advertising platforms and social media advertising platforms. These platforms may combine information about your visits to our Site with information about your activity on other websites and applications to serve you relevant advertising.
You can opt out of interest-based advertising at any time:
- Google Ads Settings: https://www.google.com/settings/ads
- Network Advertising Initiative opt-out: https://optout.networkadvertising.org/
Opting out of interest-based advertising does not mean you will stop seeing advertisements from us. It means that the advertising you see will be less tailored to your interests and prior Site activity.
We do not use remarketing to target users based on sensitive personal information. Our remarketing audiences are based on general Site visits and geographic location only.
- Third-Party Services
We work with third-party service providers to operate our Site and deliver our services. We disclose personal information to these providers only to the extent necessary for them to perform services on our behalf, and we require them to protect your information in accordance with applicable privacy law.
Third-party service providers we use include providers in the following functional categories:
- Online appointment and form providers — receive contact and appointment request information submitted through our Site forms
- Communication and scheduling platforms — facilitate phone, text, and messaging communications with clients
- Website analytics platforms — collect and analyze Site traffic and usage data on our behalf
- Website hosting providers — host and maintain the infrastructure on which our Site operates
- Online store providers — process orders and payments made through our online store
- Online advertising platforms — serve advertising to users who have visited our Site, as described in Section 5.4
- Social media platforms — facilitate advertising and audience engagement on social media, as described in Section 5.4
We do not sell your personal information to third parties. We do not disclose your personal information to third parties for their own independent marketing purposes without your consent.
- AI-Assisted Tools
7.1 No Medical Decisions by AI
No artificial intelligence tool used by Glenn Mountain Animal Hospital makes medical decisions about your pet. All clinical decisions are made exclusively by licensed veterinary professionals. AI tools may assist with scheduling, communications, and administrative functions only.
7.2 Call Recording
Calls to and from Glenn Mountain Animal Hospital may be recorded for quality assurance, staff training, and service improvement purposes. In British Columbia, call recording is permitted under the Criminal Code of Canada where one party to the conversation consents. Where technically feasible, callers will be notified at the beginning of recorded calls.
If you do not wish your call to be recorded, please inform our staff at the beginning of the call and we will make reasonable efforts to accommodate your request.
7.3 Automated Communications
We use automated systems to send appointment reminders, follow-up messages, and notifications. These communications are generated based on information you have provided and your service history with our practice. You may opt out of automated communications at any time by contacting us using the information in Section 16.
7.4 AI Interaction Disclosure
Our Site and phone system may include a chatbot or automated phone attendant. When you interact with these tools, you may be communicating with an automated system rather than a human staff member. We disclose the automated nature of these interactions in compliance with applicable law. Information shared in automated interactions is handled in the same manner as other personal information collected under this policy.
7.5 Your Rights Regarding AI
You have the right to request that a human staff member handle your inquiry rather than an automated system. To exercise this right, please contact us directly by phone using the number in Section 16, or indicate your preference at the start of any automated interaction.
- Data Protection and Security
We implement reasonable administrative, technical, and physical safeguards to protect personal information from unauthorized access, disclosure, alteration, and destruction. These measures include SSL encryption on our Site, controlled access to systems and data, and security requirements for our service providers.
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 privacy breach that creates a real risk of significant harm to individuals, we will notify affected individuals and report to the relevant regulatory authority as required by applicable law.
- Your Privacy Rights
Depending on your province or territory of residence, or applicable US state law, you may have the following rights regarding 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 request correction of inaccurate personal information
- The right to request deletion of your personal information, subject to legal exceptions
- The right to withdraw consent to the collection or use of your personal information, subject to legal and contractual limitations
- The right to opt out of the sale or sharing of your personal information for cross-context behavioral advertising
- The right to lodge a complaint with the relevant privacy regulator
To exercise any of these rights, please contact us using the information in Section 16. We will respond within the timeframe required by applicable law.
We will not discriminate against you for exercising your privacy rights.
Residents of British Columbia: You may also file a privacy complaint with the Office of the Information and Privacy Commissioner for British Columbia (www.oipc.bc.ca).
US residents: You may have additional rights under all applicable US state consumer privacy laws. To exercise your rights, please contact us using the information in Section 16.
- Sharing of Information
We do not sell your personal information. We may share your personal information in the following circumstances:
- With service providers who perform functions on our behalf, as described in Section 6
- With advertising and social media platforms to serve targeted advertising based on your visit to our Site, subject to your cookie consent preferences (see Section 5.4). This sharing may constitute sharing of personal information for cross-context behavioral advertising under applicable US state consumer privacy laws. You may opt out of this sharing through our cookie settings or by submitting a Do Not Sell or Share My Personal Information request to us using the contact information in Section 16.
- As required by law, court order, or governmental authority
- To protect the rights, property, or safety of Glenn Mountain Animal Hospital, our clients, or others
- In connection with a business transfer, merger, or acquisition, in which case the acquiring party will be bound by this policy or will provide you with notice of any material changes
We do not share your personal information with third parties for their own independent marketing purposes without your consent.
- Children’s Privacy
Our Site 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 immediately using the information in Section 16 and we will take prompt steps to delete that information.
- Links to External Websites
Our Site may contain links to third-party websites that are not operated by us. We are not responsible for the privacy practices or content of those websites. We encourage you to review the privacy policies of any third-party websites you visit.
Meta/Facebook Notice: Our Site may contain links to or integrations with Meta platforms, including Facebook and Instagram. Meta operates independently of Glenn Mountain Animal Hospital. Your interactions with Meta platforms, including any information you share with Meta, are governed by Meta’s own privacy policy and terms of service. We are not responsible for Meta’s data collection or use practices. You can review Meta’s data policy at www.facebook.com/privacy/policy.
- 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 and regulatory obligations, and to resolve any disputes. When personal information is no longer required, we take reasonable steps to securely destroy or anonymize it.
Call recordings, voicemail transcriptions, and automated interaction logs are retained for quality assurance and training purposes and are deleted on a rolling basis in accordance with our internal retention schedule.
- 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 changes, we will update the “Last Updated” date at the top of this policy. Where changes are material, we will take reasonable steps to bring them to your attention.
Your continued use of our Site after any changes to this policy constitutes your acceptance of the updated terms.
- Website Design and Management
The website at glennmountainvet.ca is designed, developed, and maintained by VSA Vet Media Inc. (“VSA”), a veterinary-focused digital marketing agency located in Vancouver, British Columbia, Canada.
VSA acts as a service provider in its management of this website. In this capacity, VSA may have access to personal information collected through this Site solely in order to perform its contracted services, including website maintenance, analytics configuration, and digital marketing implementation.
VSA is contractually required to protect personal information in accordance with applicable privacy law and to use such information only as directed by Glenn Mountain Animal Hospital. VSA does not use your personal information for its own independent purposes.
For the purposes of all applicable US state consumer privacy laws, VSA Vet Media Inc. is a service provider of Glenn Mountain Animal Hospital and processes personal information only in accordance with our written instructions.
- Contact Information
If you have questions about this Privacy Policy, wish to exercise any of your privacy rights, wish to submit a Do Not Sell or Share request, or wish to lodge a complaint, please contact us:
Glenn Mountain Animal Hospital
#106-2596 McMillan Road
Abbotsford, BC V3G 1C4
Canada
Phone: +1 (604) 852-3030
Email: glennmountain3030@gmail.com
Website: glennmountainvet.ca