Privacy Policy

Effective Date: August 11, 2025
Last Updated: August 11, 2025

Pine Valley Animal Clinic (“we,” “us,” “our”) respects your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard personal information in accordance with Canada’s Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable Ontario privacy laws.

1) Who We Are & How to Contact Us

2) What Personal Information We Collect

• Identity & Contact: name, address, email, phone.
• Pet Details: pet name, species/breed, sex/age, medical history.
• Appointment & Billing: requested services, visit history, invoices, payment method details (processed via secure third parties; we do not store full card numbers).
• Website & Communications: form submissions, email/message content, consent preferences, IP address, device/browser data, and cookie/analytics data (see “Cookies & Analytics”).

3) How We Use Your Information (Purposes)

• Provide veterinary care and related services to you and your pet.
• Schedule appointments, send reminders, and follow up on care plans.
• Process payments, issue receipts, and manage accounts.
• Respond to inquiries, feedback, and support requests.
• Operate, maintain, and improve our website and user experience.
• Comply with legal, regulatory, and insurance requirements.
• Send informational updates and (with consent) optional marketing communications.

4) Legal Bases for Processing

We collect and use personal information with your consent, to fulfil a service/contract (e.g., providing veterinary care), to meet legal obligations, and for legitimate interests such as clinic safety and fraud prevention (balanced against your privacy rights).

5) Consent & How to Withdraw

By using our website, booking services, or providing information, you consent to our collection and use as described. You may withdraw consent for non-essential uses (e.g., marketing) at any time by contacting us. Withdrawal does not affect prior lawful processing or uses required by law or necessary for care.

6) Cookies & Analytics

We use cookies and similar technologies to operate the site, remember preferences, and understand usage. We may use privacy-conscious analytics tools or third-party analytics (e.g., Google Analytics) to measure traffic and performance.

• Essential cookies are required for core functionality.
• Non-essential cookies/analytics are used with consent where required. You can adjust browser settings to limit cookies; doing so may impact site functionality.

7) Disclosing Your Information

We may share information with:

• Care partners involved in your pet’s treatment (e.g., emergency/referral hospitals) when needed for continuity of care.
• Service providers who support our operations (e.g., practice management software, payment processors, email providers) under confidentiality obligations.
• Legal/Regulatory authorities where required by law, court order, or to protect safety, rights, or property.

We do not sell your personal information.

8) Transfers Outside Canada

Some service providers may store or process information in other jurisdictions. While we take steps to protect your information, it may be subject to local laws in those regions.

9) Retention

We retain personal information only as long as necessary to fulfill the purposes described, meet legal/regulatory obligations, resolve disputes, and maintain business records. When no longer required, information is securely destroyed or de-identified.

10) Safeguards

We use administrative, technical, and physical safeguards appropriate to the sensitivity of the information, including staff training, access controls, secure storage, and encrypted transmission where appropriate.

11) Your Rights

• Access: request access to your personal information.
• Correction: request corrections for accuracy and completeness.
• Withdraw Consent: opt out of non-essential communications or processing where applicable.

To exercise these rights, contact us using the details above. We may need to verify your identity.

12) Email, SMS & CASL Compliance

We comply with Canada’s Anti-Spam Legislation (CASL). We send commercial electronic messages only with consent or as otherwise permitted by law. You can unsubscribe at any time using the link in our messages or by contacting us.

13) Children/Minors

Our services are directed to adult pet owners. If you are a minor, please involve a parent/guardian. We do not knowingly collect personal information from children without appropriate consent.

14) Third-Party Links

Our website may link to external sites (e.g., referral/emergency clinics, maps). We are not responsible for their privacy practices. Review their policies before providing information.

15) Updates to This Policy

We may update this Privacy Policy from time to time. Changes take effect when posted with the updated “Effective Date.” Your continued use signifies acceptance of the revised Policy.

16) Questions or Complaints

If you have a privacy question or concern, please contact us first using the details above. You may also contact:

• Office of the Privacy Commissioner of Canada (OPC): priv.gc.ca
• Information and Privacy Commissioner of Ontario (IPC): ipc.on.ca

Emergency Clinics (For Reference)