Privacy Policy for Gladys Pet Hospital

Effective Date: 13 April 2026

1. Introduction

Gladys Pet Hospital (“we,” “our,” or “us”) is committed to protecting the privacy and security of your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard information obtained through our website at https://gladysvet.ca (the “Site”) and through our communications with you.

This policy applies to all visitors, clients, and individuals who interact with our website or contact our clinic. By using our Site, you agree to the collection and use of your information in accordance with this policy.

We operate in British Columbia, Canada and comply with the Personal Information Protection Act (PIPA, SBC 2003 c.63) and, where applicable, the federal Personal Information Protection and Electronic Documents Act (PIPEDA, SC 2000 c.5).

2. Information We Collect

2.1 Information You Provide Directly

When you interact with our website or contact our clinic, we may collect personal information that you voluntarily provide, including:

Your name, email address, phone number, and mailing address
Your pet’s name, species, breed, age, and health history
Appointment requests and scheduling information submitted through online booking forms
New client registration details
Product refill requests submitted through our refill request form
Messages and inquiries submitted through contact forms
Feedback and reviews you choose to submit

2.2 Information Collected Automatically

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

IP address and general geographic location
Browser type, version, and device information
Pages visited, time spent on pages, and navigation paths
Referring URLs and search terms used to find our Site
Session identifiers and interaction data

This information is collected using cookies and analytics tools as described in Section 5 of this policy.

2.3 Communication Platforms

We use client communication platforms to send appointment reminders, follow-up messages, and practice updates. Information exchanged through SMS text messages, automated phone systems, and email communications is processed as part of our client management activities. Call recording is addressed separately in Section 7.2.

3. How We Use Your Information

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

To schedule and manage veterinary appointments
To process and respond to client inquiries and form submissions
To send appointment reminders, confirmations, and follow-up communications
To provide product refill request processing
To maintain accurate client and patient records
To improve our website and the services we offer
To comply with legal and regulatory obligations
To display relevant advertising to past website visitors, where consent has been obtained (see Section 5.4)

We collect only the personal information necessary for these purposes and do not use it for any purpose that is incompatible with why it was collected without your consent.

4. SMS and Text Message Communications

We use SMS text messaging to communicate with clients about appointments, reminders, and clinic updates. Our use of SMS is governed by Canada’s Anti-Spam Legislation (CASL, SC 2010 c.23).

Transactional messages (appointment confirmations, reminders, and responses to client-initiated inquiries) are sent on the basis of implied consent arising from your existing relationship with our clinic.

Marketing messages (promotional communications, newsletters, or updates not directly related to a transaction) are sent only with your express consent. You may provide express consent by opting in through our online forms or verbally at our clinic.

You may withdraw your consent to marketing messages at any time by replying STOP to any message, contacting us directly at (604) 850-2000, or emailing us at gph2016@gmail.com. Withdrawal of consent does not affect the lawfulness of any messages sent prior to withdrawal.

Standard message and data rates from your wireless carrier may apply. We are not responsible for charges imposed by your carrier.

5. Cookies and Tracking Technologies

5.1 Types of Cookies We Use

Our website uses the following categories of cookies:

Essential Cookies: These cookies are necessary for the website to function properly and cannot be disabled. They enable core functionality such as security, navigation, and access to protected areas of the Site. No personally identifiable information is stored in essential cookies.

Statistics Cookies (opt-in): These cookies collect anonymised information about how visitors use our website, including which pages are visited and how long visitors spend on each page. We use web analytics platforms to compile this data. This information helps us improve our website. These cookies are activated only with your consent.

Marketing Cookies (opt-in): These cookies are used to deliver relevant advertising to you on other websites after you have visited ours, and to track the effectiveness of our advertising campaigns. They are set by our advertising platforms and social media service providers. These cookies are activated only with your consent.

5.2 Cookie Consent

When you visit our website, a cookie consent banner will appear. You may accept or decline non-essential cookie categories. Your preferences will be saved and respected for future visits. You may change your cookie preferences at any time by clearing your browser cookies and revisiting our Site. Our cookie consent infrastructure is configured by VSA Vet Media Inc. on our behalf.

5.3 Global Privacy Control (GPC) and Universal Opt-Out Mechanism (UOOM)

Our website recognises signals sent by browsers that support the Global Privacy Control (GPC) standard and comparable Universal Opt-Out Mechanisms (UOOM). If your browser transmits an opt-out signal, we will treat it as a request to disable non-essential cookies for your session.

5.4 Online Advertising and Remarketing

We use online advertising services to display our clinic’s information to individuals who have previously visited our website or who may be interested in veterinary services in our area. This activity is carried out using advertising platforms and social media advertising services. These platforms may use cookies or pixel technologies to identify your browser across different websites.

Our advertising is geographically targeted to the local area we serve and is not used for national or international audience targeting.

If you wish to opt out of interest-based advertising, you may do so through your browser cookie settings, or by visiting:

Google Ads Settings: google.com/settings/ads
Network Advertising Initiative Opt-Out: networkadvertising.org/managing/opt_out.asp

Opting out through these tools does not mean you will stop seeing advertisements. It means that advertising displayed to you will not be based on your previous visits to our website.

6. Third-Party Services

To deliver and support our services, we engage third-party service providers who may receive or process personal information on our behalf. These providers are required to protect your information and use it only for the purposes for which it was shared. Categories of third-party services we use include:

Web hosting and content delivery providers
Web analytics and website performance platforms
Online form and appointment booking providers
Client communication and messaging platforms
Online advertising and remarketing platforms
Social media advertising platforms
Practice management software providers
Call management and recording service providers
AI-assisted communication and automation providers

We do not sell your personal information to any third party. We do not disclose your personal information to third parties except as described in this policy or as required by applicable law.

7. AI-Assisted Tools

Our clinic uses artificial intelligence (AI) assisted tools as part of our client communication and operational workflows. This section explains how AI tools are used and the limits of their role.

7.1 No Medical Decisions by AI

No AI tool used by our clinic makes clinical or medical decisions regarding your pet’s health. All veterinary assessments, recommendations, and clinical decisions are made exclusively by our licensed veterinary professionals. AI tools are used only for administrative and communication support functions.

7.2 Call Recording

Telephone calls to and from our clinic may be recorded for quality assurance, staff training, and service improvement purposes. Under PIPEDA and the British Columbia Personal Information Protection Act (PIPA), consent is required for the recording of telephone calls. By engaging in a call with our clinic, you consent to the recording of that call for the purposes described above. You will be notified at the start of any recorded call that the call is being recorded.

7.3 Automated Communications

We use automated communication platforms to send appointment reminders, follow-up messages, and client notifications via SMS, email, and phone. These automated messages are configured by our clinic and do not involve AI decision-making about your pet’s care. You may contact us directly at (604) 850-2000 at any time to speak with a member of our team.

7.4 AI Interaction Disclosure

Our website or phone system may include AI-assisted features such as a chatbot or automated phone attendant. These tools are designed to answer common questions and direct you to the appropriate service. If you are interacting with an automated system, we will make reasonable efforts to make that clear. You may request to speak with a human team member at any time.

7.5 Your Rights Regarding AI

You have the right to request that significant decisions affecting you are reviewed by a human team member. If you have concerns about how AI tools are used in our communications with you, please contact us at gph2016@gmail.com or call (604) 850-2000.

8. Data Protection and Security

We implement reasonable administrative, technical, and physical safeguards to protect your personal information from unauthorised access, disclosure, alteration, or destruction. These safeguards include access controls, encryption where appropriate, and regular review of our security practices.

No method of transmission over the internet or electronic storage is completely secure. While we take the protection of your information seriously, we cannot guarantee absolute security. We encourage you to use strong, unique passwords and to contact us immediately if you believe your information has been compromised.

8.1 Data Breach Notification

In the event of a security breach involving your personal information, we will notify you and the applicable regulatory authority as required by applicable law.

9. Your Privacy Rights

As a resident of British Columbia, Canada, you have rights under the Personal Information Protection Act (PIPA, SBC 2003 c.63) with respect to your personal information held by our clinic.

These rights include:

Right of Access: You may request access to the personal information we hold about you.
Right of Correction: If you believe personal information we hold about you is inaccurate or incomplete, you may request that it be corrected.
Right to Withdraw Consent: Where our collection or use of your personal information is based on your consent, you may withdraw that consent at any time, subject to legal or contractual restrictions and reasonable notice.

To exercise any of these rights, please contact our Privacy Contact at:

Email: gph2016@gmail.com
Phone: (604) 850-2000
Address: 110-2630 Gladys Avenue, Abbotsford, BC V2S 3X7

We will respond to your request within the timeframe required by the applicable statute. 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 www.oipc.bc.ca.

10. Sharing of Information

We do not sell your personal information. We share personal information with third-party service providers only as necessary to deliver our services, as described in Section 6. All third-party service providers engaged by us are contractually required to protect your personal information and to use it only for the purposes for which it was shared.

We may disclose your personal information if required to do so by law, court order, or regulatory authority, or if we believe in good faith that such disclosure is necessary to protect our rights, protect your safety or the safety of others, investigate fraud, or respond to a government request.

Our use of advertising platforms and social media services involves sharing anonymised or hashed information (such as email address hashes used to create advertising audiences) with those platforms, where you have consented to marketing cookies. This sharing is carried out in accordance with PIPA and applicable consent requirements. We do not share sensitive health information about your pet with advertising platforms.

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 we become aware that we have inadvertently collected personal information from a child under 13 without appropriate consent, we will take steps to delete that information as promptly as possible. If you believe we may have collected information from a child under 13, please contact us at gph2016@gmail.com.

12. Links to External Websites

Our website may contain links to third-party websites, including pet health resources, government agencies, and other external sites. These links are provided for your convenience. We do not control those websites and are not responsible for their content, privacy practices, or accuracy. Visiting a linked website is at your own risk, and we encourage you to review the privacy policy of any third-party site you visit.

Regarding Meta (Facebook and Instagram): Our website may contain social media links or plugins associated with Meta Platforms, Inc. If you interact with these features, information may be collected by Meta in accordance with Meta’s own privacy policy. Our use of Meta advertising services is governed by our agreement with Meta and does not authorise Meta to use your personal health information for purposes beyond those disclosed in this policy and in Meta’s data policy. We recommend reviewing Meta’s privacy policy at www.facebook.com/privacy/policy for further information.

13. Data Retention

We retain personal information for as long as necessary to fulfil the purposes for which it was collected, to maintain accurate client and patient records as required by veterinary regulatory standards in British Columbia, and to comply with applicable legal obligations. When personal information is no longer required for these purposes, we will securely destroy or anonymise it in accordance with our internal data retention practices.

14. Changes to This Privacy Policy

We reserve the right to update or modify this Privacy Policy at any time. When we make material changes, we will update the effective date at the top of this page. We encourage you to review this policy periodically. Continued use of our website following the posting of changes constitutes your acceptance of the updated policy.

15. Website Design and Management

This website is designed, developed, and managed by VSA Vet Media Inc. on behalf of Gladys Pet Hospital. VSA Vet Media Inc. is a digital marketing agency and is not a veterinary practice. VSA Vet Media Inc. may access your information solely for the purposes of managing website infrastructure, maintaining technical systems, and delivering agreed digital marketing services on behalf of Gladys Pet Hospital. VSA Vet Media Inc. acts as a service provider and does not use your personal information for its own purposes beyond those described in this policy.

16. Contact Information

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

Gladys Pet Hospital
110-2630 Gladys Avenue
Abbotsford, BC V2S 3X7
Phone: (604) 850-2000
Email: gph2016@gmail.com
Website: https://gladysvet.ca

We are committed to resolving privacy concerns promptly and in good faith.