1. Introduction

Harewood Pet Hospital (“we,” “us,” or “our”) is committed to protecting the privacy and personal information of our clients and website visitors. This Privacy Policy explains how we collect, use, disclose, and safeguard personal information when you visit https://harewoodvet.ca or communicate with us.

This policy is governed by the Personal Information Protection Act (PIPA, SBC 2003, c. 63) of British Columbia and, where applicable, the Personal Information Protection and Electronic Documents Act (PIPEDA, SC 2000, c. 5).

By using our website or our services, you consent to the practices described in this Privacy Policy. If you do not agree with any part of this policy, please do not use our website or services.

2. Information We Collect

2.1 Information You Provide Directly

We collect personal information that you voluntarily provide, including:

• Name, address, telephone number, and email address
• Pet information including name, species, breed, age, and health history
• Appointment requests and scheduling preferences
• Information submitted through online forms, including new client registration
• Communications sent to us by email, telephone, or text message
• Payment information processed through secure third-party payment providers

2.2 Information Collected Automatically

When you visit our website, certain information is collected automatically through cookies and similar technologies, including:

• IP address and general geographic location
• Browser type, device type, and operating system
• Pages visited, time spent on pages, and referral source
• Interactions with website features and content

This information is collected using cookies, web beacons, and analytics tools. Please see Section 5 for details on cookies and how to manage your preferences.

2.3 Communication Platforms

When you communicate with us by telephone, text message, or through automated communication platforms, we may collect and retain records of those communications. This includes voicemail messages, call transcripts where applicable, and text message exchanges. Please see Section 7 for details on AI-assisted communication tools and call recording.

3. How We Use Your Information

We use the personal information we collect for the following purposes:

• To schedule, confirm, and manage veterinary appointments
• To provide veterinary care and maintain clinical records
• To communicate with you about your pet’s care, appointment reminders, and follow-up
• To respond to inquiries submitted through our website or by telephone
• To process payments for services rendered
• To send appointment reminders, recall notices, and service communications
• To improve the content, functionality, and performance of our website
• To comply with applicable laws, regulations, and professional standards
• To protect the safety and security of our clients, staff, and systems

We collect and use personal information only for purposes a reasonable person would consider appropriate in the circumstances.

4. SMS and Text Message Communications

Harewood Pet Hospital uses text messaging to communicate appointment reminders, confirmations, and other service-related updates to clients who have provided a mobile telephone number and consented to receive such messages.

Under Canada’s Anti-Spam Legislation (CASL, SC 2010, c. 23), we distinguish between:

• Transactional messages: Appointment confirmations, reminders, and direct responses to your inquiries. These are sent on the basis of implied consent arising from your existing relationship with Harewood Pet Hospital.
• Marketing messages: Promotional content about our services, seasonal reminders, and new offerings. These require your express consent. Express consent is obtained through a checkbox on our intake form and may be withdrawn at any time.

To unsubscribe from text messages, reply STOP to any message we send you, or contact us at info@harewoodvet.ca. Unsubscribing from marketing messages does not affect transactional messages related to your active care relationship with Harewood Pet Hospital.

Message and data rates from your carrier may apply. Harewood Pet Hospital is not responsible for charges applied by your mobile carrier.

5. Cookies and Tracking Technologies

5.1 Types of Cookies We Use

We use the following categories of cookies on our website:

• Essential cookies: Required for the website to function. These cannot be disabled and do not collect personal information for marketing purposes.
• Statistics cookies: Used to understand how visitors interact with our website, including pages viewed and navigation paths. Data is aggregated and used to improve website performance. These cookies require your consent before activation.
• Marketing cookies: Used to deliver relevant advertising and track the effectiveness of our advertising campaigns. These cookies may be set by our advertising partners and require your consent before activation.

5.2 Cookie Consent

When you first visit https://harewoodvet.ca, a cookie consent banner will ask for your preferences. Essential cookies are always active. Statistics and Marketing cookies are activated only with your consent. You may update your cookie preferences at any time by accessing the cookie settings on our website. The cookie consent banner on this website is configured by VSA Vet Media Inc. on behalf of Harewood Pet Hospital.

5.3 Universal Opt-Out and Global Privacy Control

We recognise the Global Privacy Control (GPC) signal where technically feasible. If your browser transmits a GPC signal, we treat it as a request to opt out of the use of your personal information for non-essential purposes. This applies to Statistics and Marketing cookies.

5.4 Online Advertising and Remarketing

Harewood Pet Hospital uses online advertising services to promote our veterinary services to people who have previously visited our website or who match audiences relevant to our services. These advertising activities are conducted on a local basis within our service area only.

As part of these activities, anonymised data such as browsing behaviour and device identifiers may be used to display relevant advertisements on third-party platforms and search engines. This is done only with your prior consent through our cookie consent banner.

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

• Manage Google advertising preferences: google.com/settings/ads
• Opt out of network advertising: networkadvertising.org/managing/opt_out.asp
• Update your cookie preferences using the consent banner on our website

These advertising activities are carried out in accordance with consent-based advertising standards under PIPA (BC) and PIPEDA.

6. Third-Party Service Providers

We share personal information with third-party service providers only as necessary to operate our business and deliver our services. These providers are required to protect your personal information and to use it only for the purposes for which it was shared. Categories of third-party service providers we work with include:

• Website hosting and infrastructure providers
• Analytics and website performance platforms
• Online advertising and remarketing platforms
• Payment processing providers
• Online form and appointment booking providers
• Communication and messaging platforms
• Veterinary practice management software providers
• AI-assisted communication and call management platforms

We do not sell personal information to third parties. We do not share personal information with third parties for their own independent marketing purposes.

7. AI-Assisted Tools

Harewood Pet Hospital uses AI-assisted tools to support communication and administrative operations. The following disclosures apply to all AI tools used in connection with our services.

7.1 No Medical Decisions by AI

No AI tool used by Harewood Pet Hospital makes clinical assessments, provides veterinary advice, or influences decisions about your pet’s care. All veterinary decisions are made solely by licensed veterinary professionals.

7.2 Call Recording and Transcription

Telephone calls to and from Harewood Pet Hospital may be recorded and transcribed using AI-assisted tools for quality assurance, staff training, and administrative purposes. Call recording and transcription are carried out in accordance with PIPEDA and PIPA (BC). By calling Harewood Pet Hospital, you consent to the recording and transcription of the call. If you do not consent, please inform our team at the beginning of the call.

7.3 Automated Communications

We use automated systems to send appointment reminders, recall notices, and follow-up communications by text message and email. These systems use your name and appointment information to personalise messages. Automated communications do not involve clinical assessments or health recommendations. You may opt out of automated reminders by contacting us at info@harewoodvet.ca.

7.4 AI Interaction Disclosure

Our website or telephone system may include a chatbot or automated phone attendant powered by AI. These tools are designed to answer general questions about our clinic, hours, and services, and to assist with appointment booking. If you are communicating with an automated system, this will be indicated. You may request to speak with a human staff member at any time.

7.5 AI Rights

You have the right to know whether a decision affecting your service relationship with Harewood Pet Hospital was made with significant AI involvement. No clinical decisions about your pet’s care are made by AI. If you have questions about how AI tools are used in your interactions with us, contact us at info@harewoodvet.ca.

8. Data Protection and Security

We implement administrative, technical, and physical safeguards to protect your personal information from unauthorised access, use, disclosure, alteration, or destruction. These measures are reviewed and updated regularly in accordance with applicable standards.

No method of transmission over the internet or electronic storage is completely secure. While we use commercially reasonable measures to protect your personal information, we cannot guarantee absolute security.

8.1 Data Breach Notification

In the event of a breach of security involving your personal information that creates a real risk of significant harm, we will notify you and the applicable privacy authority as required by applicable law.

9. Your Privacy Rights

As a resident of British Columbia, you have the following rights under the Personal Information Protection Act (PIPA, SBC 2003, c. 63):

• Right of access: You have the right to request access to the personal information we hold about you.
• Right of correction: You have the right to request that we correct inaccurate or incomplete personal information.
• Right to withdraw consent: You have the right to withdraw consent to the collection, use, or disclosure of your personal information at any time, subject to legal or contractual restrictions and reasonable notice. Withdrawal of consent may affect our ability to provide services to you.

To exercise any of these rights, contact our privacy contact at:

• Email: info@harewoodvet.ca
• Phone: (250) 268-3133
• Mail: Unit 2, 508 Eighth Street, Nanaimo, BC, V9R 1B2

We will respond to your request within the timeframe required by the applicable statute. We may need to verify your identity before processing your request.

If you are not satisfied with our response, you have the right to contact the Office of the Information and Privacy Commissioner for British Columbia (OIPC BC) at oipc.bc.ca.

10. Sharing of Information

We do not sell, trade, or rent your personal information to third parties. We share your personal information only in the following circumstances:

• With service providers who assist us in operating our website and delivering our services, as described in Section 6
• With specialist referral partners when your pet is referred, with your knowledge
• As required by law, court order, or regulatory authority
• To protect the rights, property, or safety of Harewood Pet Hospital, our staff, our clients, or the public

All sharing of personal information with service providers is carried out in accordance with PIPA (BC) and, where applicable, PIPEDA. We use consent-based advertising practices and do not share personal data for third-party advertising purposes without your prior consent through our cookie consent banner.

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@harewoodvet.ca and we will promptly delete the information.

12. Links to External Websites

Our website may contain links to third-party websites, including pet health resources and government information. These links are provided for convenience only. Harewood Pet Hospital and VSA Vet Media Inc. are not responsible for the privacy practices or content of any third-party website. We encourage you to review the privacy policy of any website you visit.

Our website may include social features or content connected to social media platforms. If you interact with those features, the social media platform may collect information about you in accordance with its own privacy policy. Harewood Pet Hospital is not responsible for data collected by social media platforms through their tools, pixels, or integrations on our site. Please review the privacy policy of the relevant social media platform for details on their data practices.

13. Data Retention

We retain personal information for as long as necessary to fulfil the purposes for which it was collected, to comply with applicable laws and professional record-keeping requirements, and to resolve any disputes or enforce our agreements. Clinical records are retained in accordance with the requirements of the College of Veterinarians of British Columbia (CVBC). When personal information is no longer required, we securely delete or anonymise it.

14. Changes to This Privacy Policy

Harewood Pet Hospital reserves the right to update this Privacy Policy at any time. The effective date at the top of this policy reflects the most recent revision. We encourage you to review this policy periodically. Continued use of our website following any changes constitutes your acceptance of the updated policy. For material changes, we will take reasonable steps to notify you.

15. Website Design and Management

The https://harewoodvet.ca website is designed, developed, and managed by VSA Vet Media Inc., a digital marketing agency. VSA Vet Media Inc. acts as a service provider to Harewood Pet Hospital and processes personal information on our behalf solely for the purpose of operating and maintaining our website and digital marketing services. VSA Vet Media Inc. is not a veterinary practice and does not provide veterinary services or advice. VSA Vet Media Inc. is bound by the same privacy obligations described in this policy and does not use client personal information for its own independent purposes.

16. Contact Information

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

Harewood Pet Hospital
Unit 2, 508 Eighth Street, Nanaimo, BC, V9R 1B2
Phone: (250) 268-3133
Email: info@harewoodvet.ca
Website: https://harewoodvet.ca