1. Introduction
Brentwood Animal Hospital (“we,” “our,” or “us”) is committed to protecting the privacy and security of the personal information we collect from visitors to our website, clients, and prospective clients. This Privacy Policy explains how we collect, use, disclose, and protect personal information in connection with our website at brentwoodvet.ca and our veterinary practice located at 4489 Hastings Street, Burnaby, British Columbia.
We operate in compliance with the Personal Information Protection Act (British Columbia) (“BC PIPA”), the Personal Information Protection and Electronic Documents Act (“PIPEDA”), Canada’s Anti-Spam Legislation (“CASL”), and all applicable US state consumer privacy laws to the extent they apply to personal information of residents of those jurisdictions who interact with our website.
This policy applies to information collected through our website, contact and appointment request forms, phone calls, SMS communications, our online store, and other interactions with our practice.
2. Information We Collect
2.1 Information You Provide Directly
We collect personal information you provide when you:
• Submit a contact or appointment request form on our website
• Register as a new client
• Sign up to receive text or email communications from us
• Call or message our practice
• Submit inquiries through our website chatbot or automated phone attendant
• Purchase products through our online store
The types of information you may provide include your name, email address, phone number, mailing address, pet’s name and species, the nature of your inquiry, and payment information when purchasing through our online store.
We collect only what is necessary for the purpose for which it is collected. Contact and appointment form submissions are transmitted directly to our team by email and are not stored in a database on our website servers.
2.2 Information Collected Automatically
When you visit our website, certain information is collected automatically through analytics and tracking technologies, including:
• Pages visited and time spent on each page
• Referring website or search query that brought you to our site
• Device type, browser type, and operating system
• General geographic location at city or region level
• IP address
• Interactions with website elements such as buttons and links
• Cookie identifiers and session data
This information is collected through our website analytics platform and tag management system. It helps us understand how visitors use our website so we can improve content and user experience.
2.3 Communication Platforms
When you contact us by phone, calls may be recorded and processed using AI-assisted tools for quality assurance and operational purposes. When you interact with our website chatbot or automated phone attendant, your interactions may be recorded or logged. Section 7 provides full details about our use of AI-assisted tools.
When you provide your phone number or email address, we may use that information to send appointment reminders, follow-up communications, and, where you have provided consent, promotional messages.
3. How We Use Your Information
We use the personal information we collect for the following purposes:
• To respond to your appointment requests, service inquiries, and messages
• To schedule and confirm appointments and send reminders
• To process purchases made through our online store and fulfill product refill requests
• To send you text messages and emails you have consented to receive
• To improve our website and understand how it is used
• To display relevant advertisements to users who have previously visited our website, where consent has been provided through our cookie banner
• To maintain records as required by law
• To comply with our legal obligations
• To protect the security of our systems and the personal information of our clients
• To analyze call recordings and communications using AI-assisted tools for quality assurance, staff coaching, and operational improvements
We do not use personal information for purposes other than those described above without your consent or as permitted by applicable law.
4. SMS and Text Message Communications
By providing your mobile phone number and opting in to our SMS communications, you consent to receive text messages from Brentwood Animal Hospital. These messages may include appointment reminders, confirmations, and, where separately consented, promotional messages about our services and products.
Message and data rates may apply. Message frequency varies based on your interactions with our practice and the preferences you have set.
To opt out of SMS messages at any time, reply STOP to any message you receive from us. To request help or more information, reply HELP. You may also opt out by contacting us by phone at (604) 900-8383, by email at info@brentwoodvet.ca, or by any other reasonable method.
We will process your opt-out request within 10 business days. After opting out, you may continue to receive transactional messages necessary to complete a service you have requested, such as appointment confirmations, unless you specifically request that all messages cease.
We do not sell or 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 our website:
Essential Cookies
These cookies are necessary for the website to function and cannot be switched off. They include cookies that remember your cookie consent preferences and enable core website functionality. Essential cookies do not collect information that can be used for advertising or marketing purposes.
Statistics Cookies
These cookies help us understand how visitors interact with our website by collecting and reporting information in aggregate and anonymized form. They allow us to measure and improve website performance. Statistics cookies are set only with your consent.
Marketing Cookies
These cookies are used to build a profile of your interests and to display relevant advertisements on other websites and platforms based on your prior visits to our site. They are used by our online advertising services. Marketing cookies are set only with your consent.
5.2 Cookie Consent
When you first visit our website, you will be presented with a cookie consent banner configured by VSA Vet Media Inc. You may accept all cookie categories, accept only essential cookies, or customize your preferences by category. You can change your cookie preferences at any time by using the cookie settings link available on our website.
We do not set Statistics or Marketing cookies before you provide your consent.
5.3 Global Privacy Control (GPC) and Universal Opt-Out Mechanisms
We recognize the Global Privacy Control (GPC) signal and other universal opt-out mechanisms as valid expressions of privacy preferences where required by applicable law. If your browser or device transmits a recognized opt-out signal, we will treat it as a request to opt out of the sale or sharing of your personal information to the extent applicable to the personal information we collect from you.
5.4 Online Advertising and Remarketing
We use online advertising services that may display advertisements for our practice on other websites and platforms after you have visited brentwoodvet.ca, where you have provided consent through our cookie banner.
This is known as remarketing or retargeting. These services may use cookies and similar tracking technologies to identify that you have previously visited our website and to show you relevant advertisements. Our online advertising is geographically targeted to users within the local area served by our practice. We do not engage in national or international advertising targeting.
You may opt out of interest-based advertising at any time by visiting:
• Google Ads Settings: https://www.google.com/settings/ads
• Network Advertising Initiative opt-out: https://www.networkadvertising.org/managing/opt_out.asp
To the extent that our use of advertising cookies or remarketing audiences involves the sharing of personal information for cross-context behavioral advertising purposes as defined under applicable US consumer privacy laws, you have the right to opt out of such sharing. You may exercise this right by adjusting your cookie preferences through our consent banner, by enabling your browser’s Global Privacy Control setting, or by contacting us directly at info@brentwoodvet.ca.
A “Do Not Sell or Share My Personal Information” link is available in our website footer.
6. Third-Party Services
To operate our website and practice communications, we work with third-party service providers. We share personal information with these providers only as necessary to deliver the services described in this policy and require them to protect your information in accordance with applicable law. These providers act as our service providers and are not permitted to use your information for their own marketing purposes.
Our third-party service providers operate in the following functional categories:
• Online form and appointment scheduling providers: process contact forms, appointment requests, and new client registrations submitted through our website
• Communication and messaging platforms: support appointment reminders, SMS communications, automated phone attendant services, and client communications
• Website analytics platforms: collect and process aggregated, anonymized data about website visits to help us understand usage patterns and improve our website
• Website hosting and infrastructure providers: host and serve our website files and ensure site availability
• Online retail platform providers: support our online store where clients may purchase products
We do not sell your personal information to third parties.
7. AI-Assisted Tools
7.1 No AI Used for Clinical Decisions
No AI tool used by our practice makes clinical decisions, provides veterinary assessments, or replaces the judgment of a licensed veterinarian. All AI tools are used for administrative, communication, and operational purposes only.
7.2 Call Recording
Calls to our practice may be recorded for quality assurance, staff coaching, and operational improvement purposes. Call recordings may be processed by AI tools for transcription, categorization, and summary generation. If you do not wish to have your call recorded, please inform our team at the beginning of the call.
7.3 Automated Communications
We use automated systems to send appointment reminders, follow-up messages, and other operational communications. These messages are generated automatically based on your appointment or interaction data and are reviewed by our team.
7.4 AI Interaction Disclosure
Our website chatbot and automated phone attendant use AI to respond to inquiries. These tools may collect and process the content of your messages to provide responses and improve service quality. AI-generated responses are supervised by our team in compliance with applicable law.
7.5 Your Rights Regarding AI Interactions
You may request access to records of your AI interactions with our systems, request correction of inaccurate information, or request deletion of interaction data by contacting us at info@brentwoodvet.ca. We will respond in compliance with applicable law.
8. Data Protection and Security
We implement reasonable technical and organizational security measures to protect the personal information we hold against unauthorized access, disclosure, alteration, or destruction. These measures include SSL encryption for data transmitted through our website, access controls limiting staff access to personal information on a need-to-know basis, and regular review of our security practices.
No method of transmission over the internet or electronic storage is completely secure. While we take appropriate precautions, we cannot guarantee absolute security.
8.1 Data Breach Notification
In the event of a data breach affecting your personal information, we will notify affected individuals and relevant regulatory authorities as required by applicable law.
9. Your Privacy Rights
Depending on your jurisdiction, you may have the following rights regarding your personal information:
Rights Under BC PIPA and PIPEDA (British Columbia and Canada)
• The right to access personal information we hold about you
• The right to request correction of inaccurate or incomplete personal information
• The right to withdraw consent for the collection, use, or disclosure of your information, subject to legal and contractual restrictions
• The right to know what personal information we have collected and how it is being used or disclosed
Rights Under Applicable US State Consumer Privacy Laws
For residents of US states with applicable consumer privacy statutes, additional rights may apply, including:
• The right to know what personal information is collected, used, or shared
• The right to request deletion of your personal information
• The right to opt out of the sale or sharing of personal information for cross-context behavioral advertising
• The right to correct inaccurate personal information
• The right to non-discrimination for exercising your privacy rights
• The right to appeal a denial of a privacy rights request
To exercise any of these rights, please contact us at info@brentwoodvet.ca or by mail at 4489 Hastings Street, Burnaby, British Columbia V5C 0L6. We will respond within the timeframe required by the applicable statute.
We will not discriminate against you for exercising your privacy rights.
10. Sharing of Information
We do not sell your personal information. We may share personal information in the following circumstances:
• Service providers: we share information with third-party service providers who assist in operating our website and practice communications, as described in Section 6. These parties are contractually bound to use your information only to provide services to us and not for their own purposes.
• Online advertising services: where you have consented through our cookie banner, we may share limited identifiers with online advertising platforms to deliver and measure advertising campaigns. To the extent this constitutes sharing for cross-context behavioral advertising under applicable US consumer privacy laws, you may opt out as described in Section 5.4.
• Legal requirements: we may disclose personal information when required by law, court order, or regulatory authority, or when reasonably necessary to protect the rights, property, or safety of our practice, clients, or the public.
• Business transfers: in the event of a merger, acquisition, or transfer of all or a portion of our assets, your personal information may be transferred as part of that transaction. We will provide notice of any such change that affects how your information is used.
11. Children’s Privacy
Our website and services are not directed to children under the age of 13. We do not knowingly collect personal information from children under 13. If we become aware that we have inadvertently collected personal information from a child under 13 without verifiable parental or guardian consent, we will take prompt steps to delete that information. If you believe we have collected such information, please contact us at info@brentwoodvet.ca.
12. Links to External Websites
Our website may contain links to third-party websites, including pet health resources, insurance providers, licensing authorities, and community information pages. These links are provided for your convenience only. We are not responsible for the privacy practices, content, or security of those external websites. We encourage you to review the privacy policy of any third-party website you visit before providing your personal information.
Meta/Facebook Disclaimer: Our website may link to or incorporate features from Meta platforms, including Facebook and Instagram. These features may collect your IP address and information about the page you are visiting, and may set a cookie to enable the feature to function. Your interactions with Meta platform features are governed by the privacy policy of Meta Platforms, Inc. Brentwood Animal Hospital is not responsible for Meta’s data collection, use, or privacy practices.
13. Data Retention
We retain personal information for as long as necessary to fulfill the purposes for which it was collected, to maintain records required by law or professional regulatory standards, and to comply with our legal obligations. Specific retention periods vary depending on the type of information and the purpose for which it was collected.
When personal information is no longer required for any of these purposes, we securely destroy or de-identify it using methods appropriate to the sensitivity of the information.
14. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, technologies, legal requirements, or other factors. When we update this policy, we will revise the effective date at the top of this page. We encourage you to review this policy periodically. Your continued use of our website following any changes constitutes your acceptance of the updated policy.
For material changes that significantly affect how we use your personal information, we will take reasonable steps to notify you directly where required by applicable law.
15. Website Design and Management
Our website at brentwoodvet.ca is designed, developed, and maintained by VSA Vet Media Inc., a veterinary-focused digital marketing agency. In providing website design and management services, VSA Vet Media Inc. may access personal information collected through the website, including form submissions, analytics data, and cookie consent configurations, solely to provide services to Brentwood Animal Hospital.
VSA Vet Media Inc. has configured the cookie consent infrastructure and analytics integrations on our website in compliance with applicable privacy law. VSA Vet Media Inc. is identified as a CCPA and CPRA service provider under our service agreement to the extent those laws apply, and is contractually prohibited from using your information for any purpose other than providing services to us.
For questions about how your personal information is handled in connection with our website, please contact us using the information in Section 16.
16. Contact Information
If you have questions, concerns, or requests regarding this Privacy Policy or our privacy practices, please contact us:
Brentwood Animal Hospital
4489 Hastings Street
Burnaby, British Columbia V5C 0L6
Canada
Phone: (604) 900-8383
Email: info@brentwoodvet.ca
Website: brentwoodvet.ca
Governing Legislation
This Privacy Policy is governed by the Personal Information Protection Act (British Columbia) (SBC 2003, c 63), the Personal Information Protection and Electronic Documents Act (SC 2000, c 5), Canada’s Anti-Spam Legislation (SC 2010, c 23), and all applicable US state consumer privacy laws to the extent they apply to the personal information of residents of those jurisdictions who interact with this website.