Privacy Policy

1. Introduction

Homer Animal Hospital (“we,” “us,” or “our”) is committed to protecting the privacy of our clients and website visitors. This Privacy Policy explains how we collect, use, disclose, and safeguard your personal information when you visit our website at homeranimalhospital.ca, contact us by phone, email, or text message, or use any of our services.

By using our website or providing us with your personal information, you consent to the collection and use of your information as described in this Privacy Policy. If you do not agree with the terms of this Privacy Policy, please do not use our website or services.

We comply with the federal Personal Information Protection and Electronic Documents Act (PIPEDA), the British Columbia Personal Information Protection Act (BC PIPA), Canada’s Anti-Spam Legislation (CASL), and all applicable US state consumer privacy laws that may apply to residents who interact with our website or services.

2. Information We Collect

2.1 Information You Provide Directly

We collect personal information that you voluntarily provide to us, including when you:

• Complete an appointment request, new client registration, or contact form on our website
• Call our clinic (calls may be recorded as described in Section 7)
• Send us an email or text message
• Register for or participate in our online store
• Interact with our chatbot or automated phone attendant

The types of information collected may include your name, mailing address, phone number, email address, the name and species of your pet, and any information you voluntarily include in your message or service inquiry.

Form submissions are sent directly to our email. We do not store form submission data in a separate website database.

2.2 Information Collected Automatically

When you visit our website, certain information is collected automatically by our 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 path
• Referring website or search query
• Cookie identifiers as described in Section 5

This information is collected through website analytics platforms and tag management services and is used to understand how visitors use our website and to improve our online presence.

2.3 Communication Platforms

We use communication and scheduling platforms to manage appointments, send reminders, and facilitate two-way text messaging. These platforms may collect and process contact information, appointment details, and communication history on our behalf as described in Section 6.

3. How We Use Your Information

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

• To schedule and manage veterinary appointments
• To communicate with you about your pet’s care and upcoming appointments
• To respond to your inquiries and service requests
• To process online store orders and product refill requests
• To send appointment reminders and follow-up communications
• To improve our website, services, and client experience
• To comply with applicable legal and regulatory requirements
• To detect, prevent, and address technical issues and security incidents
• For internal analytics and service quality review, including call recording review and AI-assisted categorization as described in Section 7

We do not sell your personal information to third parties. We do not use your personal information for purposes incompatible with those listed above without your consent.

4. SMS and Text Message Communications

With your consent, we may send you text messages (SMS) for appointment reminders, follow-up communications, and service-related notifications. Standard message and data rates may apply.

You may opt out of receiving text messages at any time by replying STOP to any message we send. You may reply HELP for assistance. You may also opt out by contacting us directly by phone or email, or by any other reasonable method of communication. We will process opt-out requests within the timeframe required by applicable law.

We obtain consent for SMS communications in accordance with Canada’s Anti-Spam Legislation (CASL). We do not send unsolicited commercial electronic messages. Text message consent is not a condition of receiving veterinary services.

Text message consent records and opt-out requests are not shared with third parties for marketing purposes.

5. Cookies and Tracking Technologies

5.1 Types of Cookies

Our website uses cookies and similar tracking technologies. Cookies are small text files stored on your device that help us provide a better website experience and understand how visitors use our site. We use the following categories of cookies:

• Essential Cookies: Required for the website to function properly. These cookies cannot be disabled and do not require consent. They include cookies that maintain your session, remember your cookie consent preferences, and enable core website functionality.
• Statistics Cookies: Used to understand how visitors interact with our website. These cookies collect information in an anonymized or aggregated form, including which pages are visited most frequently, how long visitors spend on pages, and how visitors navigate the site. These cookies require your consent.
• Marketing Cookies: Used to deliver relevant advertising and to measure the effectiveness of our advertising campaigns. These cookies may track your visits to our website and other websites to build a profile of your interests for advertising purposes. These cookies require your consent.

5.2 Cookie Consent

When you first visit our website, you will be presented with a cookie consent banner that allows you to accept or decline Statistics and Marketing cookies. Essential cookies are always active and do not require consent. Your consent preferences are saved and applied on subsequent visits. You may update your preferences at any time using the cookie settings link available on our website.

Our cookie consent infrastructure is configured and maintained by VSA Vet Media Inc. on our behalf.

5.3 Global Privacy Control and Universal Opt-Out Mechanisms

Our website recognizes the Global Privacy Control (GPC) signal and Universal Opt-Out Mechanisms (UOOM). If your browser or browser extension transmits a GPC signal when you visit our website, we will treat that signal as a request to opt out of the sale or sharing of your personal information for cross-context behavioral advertising, to the extent required by applicable law.

GPC recognition applies automatically and does not require any additional action on your part.

5.4 Online Advertising and Remarketing

We use online advertising services to display advertisements to people who have previously visited our website or who match audience characteristics relevant to our services. This practice is known as remarketing or retargeting.

Our advertising campaigns are limited to local geographic targeting within the areas we serve. We do not conduct national or international advertising campaigns.

As part of our advertising activities, cookies and similar technologies may be placed on your device to identify your browser across websites visited after leaving ours. This information is used to show you relevant advertisements on other websites and platforms.

You may opt out of interest-based advertising at any time using the following tools:

Google Ads Settings:

Network Advertising Initiative opt-out:

Opting out of interest-based advertising does not prevent advertisements from appearing. It means the advertisements you see will be less tailored to your interests.

In jurisdictions where applicable privacy law treats sharing personal information with advertising platforms for cross-context behavioral advertising as a “sale” or “share” of personal information, you have the right to opt out of such sharing. You may exercise this right using the cookie consent controls on our website, the opt-out tools listed above, or by contacting us directly. We do not sell personal information for monetary consideration.

6. Third-Party Services

We work with third-party service providers who assist us in operating our website and delivering our services. These providers access personal information only to the extent necessary to perform their functions and are contractually prohibited from using your information for purposes other than those specified. We categorize our service providers by function as follows:

• Website analytics platforms: Collect anonymized or aggregated data about website traffic and user behavior to help us understand and improve our website.
• Tag management services: Manage the deployment of analytics, advertising, and other tracking scripts on our website.
• Online form and appointment providers: Receive and transmit form submissions and appointment requests submitted through our website.
• Communication and scheduling platforms: Facilitate appointment reminders, two-way text messaging, automated phone communications, and client notifications.
• Website hosting providers: Host and serve our website and associated files.
• Online advertising platforms: Deliver and measure the effectiveness of advertising campaigns targeting visitors to our website and similar audiences.
• Online store providers: Process product orders, manage inventory, and facilitate payment and fulfillment for purchases made through our online store.

We do not sell your personal information to any third party. We do not disclose personal information to third parties for their own independent marketing purposes.

7. AI-Assisted Tools

7.1 No Medical Decisions by AI

No artificial intelligence system is used to make medical decisions about your pet. All clinical decisions, assessments, and care plans are made exclusively by our licensed veterinary professionals. AI tools are used only for administrative and communications purposes as described in this section.

7.2 Call Recording

Telephone calls to and from our clinic may be recorded for quality assurance, staff training, and service improvement purposes. If your call is being recorded, you will be notified at the beginning of the call. By continuing the call after notification, you consent to the recording.

Call recordings may be processed by AI-assisted tools for transcription, call categorization, and service quality review. These tools are used internally and do not affect your care or service entitlements.

7.3 Automated Communications

We use automated communication tools to send appointment reminders, post-visit follow-up messages, and service notifications. These communications may be generated with the assistance of AI tools and delivered by automated means. You may opt out of automated communications at any time by contacting us or by following the opt-out instructions in any message we send.

7.4 AI Interaction Disclosure

Our website 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 use of automated interactive tools in compliance with applicable law. If you prefer to speak with a human team member, you may call us directly at (604) 416-4114 during our business hours.

7.5 AI Rights

You have the right to know when an automated system has been used in communications with you and to request human review of decisions or communications generated with AI assistance. You may exercise this right by contacting us using the information in Section 16.

8. Data Protection and Security

We implement reasonable technical, administrative, and physical safeguards to protect your personal information from unauthorized access, use, disclosure, alteration, and destruction. Our website uses SSL/TLS encryption for data transmitted between your browser and our server. Access to personal information is limited to staff members who require it to perform their job functions.

No method of data transmission or storage is completely secure. While we take reasonable precautions 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, we will notify you and the applicable regulatory authorities as required by applicable law.

9. Your Privacy Rights

Depending on your jurisdiction and applicable law, you may have the following rights with respect to your personal information:

• Right to access: The right to request a copy of the personal information we hold about you.
• Right to correction: The right to request that we correct inaccurate or incomplete personal information.
• Right to deletion: The right to request deletion of your personal information, subject to our legal obligations to retain certain records.
• Right to restrict processing: The right to request that we limit how we use your personal information in certain circumstances.
• Right to data portability: The right to receive your personal information in a structured, commonly used format.
• Right to withdraw consent: The right to withdraw your consent to our use of your personal information at any time, where our use is based on consent.
• Right to opt out of sale or sharing: Where applicable law treats the use of your personal information for cross-context behavioral advertising as a sale or share, you have the right to opt out.

We will respond to privacy rights requests within the timeframe required by applicable law. To submit a request, please contact us using the information in Section 16. We may ask you to verify your identity before processing your request.

You also have the right to lodge a complaint with the applicable privacy regulatory authority, including the Office of the Privacy Commissioner of Canada or the Office of the Information and Privacy Commissioner for BC, if you believe we have not handled your personal information appropriately.

10. Sharing of Information

We do not sell your personal information. We share your personal information only in the following circumstances:

• Service providers: With the functional categories of third-party providers described in Section 6, who assist us in operating our website and delivering our services.
• Advertising platforms: With online advertising platforms for the purpose of delivering interest-based advertising and measuring advertising effectiveness, as described in Section 5.4. Where applicable law characterizes this sharing as a “sale” or “share” of personal information, you have the right to opt out as described in Section 5.3 and Section 5.4.
• Legal requirements: When required by law, court order, or legal process, or to protect the rights, property, or safety of our clinic, our clients, or others.
• Business transfers: In connection with a merger, acquisition, or sale of all or substantially all of our assets, in which case your personal information may be transferred to the acquiring entity subject to equivalent privacy protections.
• With your consent: In any other circumstance where you have given us your explicit consent to share your information.

11. Children’s Privacy

Our website is not directed to children under the age of 13, and 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 and we will take steps to delete that information.

12. Links to External Websites

Our website may contain links to third-party websites and resources. These links are provided for your convenience only. We have no control over the content, privacy practices, or policies of third-party websites and accept no responsibility for them. We encourage you to review the privacy policies of any third-party sites you visit.

Our website may include social sharing features and links to social media platforms. Your interactions with those features are governed by the privacy policies of the respective social media companies. Homer Animal Hospital is not affiliated with, endorsed by, or sponsored by any social media platform. Any interaction you have with social media platforms through our website is governed by those platforms’ own terms of service and privacy policies, over which we have no control.

13. Data Retention

We retain personal information for as long as necessary to fulfill the purposes described in this Privacy Policy, unless a longer retention period is required or permitted by applicable law. The retention periods for different categories of information are determined by the nature of the information, the purpose for which it was collected, and our legal obligations.

Personal information that is no longer required for any lawful purpose is securely deleted or anonymized. Call recordings are retained for quality assurance and training purposes for a limited period consistent with our operational needs and applicable law.

14. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, services, or applicable law. When we make material changes, we will update the effective date at the top of this policy and post the revised policy on our website. We encourage you to review this Privacy Policy periodically.

Your continued use of our website or services after any changes to this Privacy Policy constitutes your acceptance of the updated terms.

15. Website Design and Management

Our website is designed, developed, and maintained by VSA Vet Media Inc., a veterinary-focused digital marketing agency based in Vancouver, BC. VSA Vet Media Inc. acts as a service provider under applicable privacy law with respect to personal information processed through the website on our behalf.

VSA Vet Media Inc. configures and maintains our website analytics, tag management, cookie consent infrastructure, and related technical systems. VSA Vet Media Inc. processes personal information only as directed by Homer Animal Hospital and in accordance with applicable privacy law. VSA Vet Media Inc. does not use client personal information for its own independent marketing purposes.

For privacy inquiries related to the operation of our website, please contact us using the information in Section 16.

16. Contact Information

If you have questions about this Privacy Policy, wish to exercise your privacy rights, or wish to make a privacy complaint, please contact us:

Do Not Sell or Share My Personal Information: To opt out of the sharing of your personal information for cross-context behavioral advertising, please use our cookie consent controls on the website or contact us by email using the address above.