Privacy Policy

1. Introduction

Lougheed Animal Hospital (“we,” “us,” or “our”) is committed to protecting the privacy of our clients, prospective clients, and website visitors. This Privacy Policy explains what personal information we collect through lougheedanimal.com (the “Site”) and through other channels such as phone calls, text messages, and our online store, how we use that information, with whom we share it, and what rights you have.
This policy is governed by the Personal Information Protection and Electronic Documents Act (PIPEDA), the Personal Information Protection Act of British Columbia (SBC 2003, c. 63) (BC PIPA), Canada’s Anti-Spam Legislation (CASL), and all applicable US state consumer privacy laws for visitors from those jurisdictions.
By using the Site or communicating with us, you consent to the practices described in this policy.

2. Information We Collect

2.1 Information You Provide Directly

We collect information you voluntarily provide when you:
• Submit a contact, appointment request, or registration form on the Site
• Place an order through our online store
• Call our clinic or leave a voicemail
• Send us an email or text message
• Interact with our automated phone attendant or website chatbot
This information may include your name, mailing address, email address, phone number, pet information (name, species, breed, and age), and service inquiries.

2.2 Information Collected Automatically

When you visit the Site, we and our service providers automatically collect certain technical information, including:
• IP address and approximate geographic location
• Browser type and version
• Device type and operating system
• Pages visited, time on page, and navigation paths
• Referring URL
This information is collected using cookies, web beacons, and similar tracking technologies. It is used for website analytics, performance monitoring, and advertising purposes as described in Section 5.

2.3 Communication Platforms

When you contact us by phone, text message, or through our automated tools, we may collect and retain records of those interactions, including call recordings, voicemail messages, text message content, and chatbot conversations. See Sections 4 and 7 for further detail.

3. How We Use Your Information

We use the information we collect to:
• Respond to inquiries and service requests
• Schedule, confirm, and manage appointments
• Process online store orders and product refill requests
• Send appointment reminders, confirmations, and follow-up communications
• Provide client support and improve the client experience
• Conduct website analytics to understand how the Site is used
• Deliver and measure online advertising campaigns (see Section 5.4)
• Operate our AI-assisted communication tools (see Section 7)
• Comply with legal and regulatory obligations
We do not use personal information for purposes incompatible with those listed above without your consent or as otherwise permitted by applicable law.

4. SMS and Text Message Communications

We may send you text messages for appointment reminders, confirmations, follow-up information, and service updates.
By providing your mobile phone number and consenting to receive text messages from us, you agree to receive such communications. Standard messaging and data rates may apply depending on your carrier plan.
To stop receiving text messages: Reply STOP to any message at any time. To get help, reply HELP. You may also opt out by calling us at (604) 826-7066 or by any other reasonable method of communication.
Opt-out requests will be processed within ten business days. Text message communications are sent in compliance with Canada’s Anti-Spam Legislation (CASL) and applicable telecommunications regulations.

5. Cookies and Tracking Technologies

5.1 Types of Cookies

We use the following categories of cookies on the Site:

Category Description
Essential Required for the Site to function. These cookies maintain your session, store your consent preferences, and enable core features such as online forms and navigation. Essential cookies cannot be disabled.
Statistics Used to understand how visitors interact with the Site. Data is collected in aggregate to help us improve website content and performance. Activated only with your consent.
Marketing Used to deliver relevant advertising, measure advertising effectiveness, and build audiences for remarketing campaigns. Activated only with your consent.

5.2 Cookie Consent

When you first visit the Site, a consent banner allows you to accept or decline Statistics and Marketing cookies. Essential cookies are always active and do not require consent. Your preferences are stored and can be updated at any time using the cookie preferences link in the Site footer. The cookie consent infrastructure on this Site was configured by VSA Vet Media Inc.

5.3 Global Privacy Control and Opt-Out of Sale or Sharing

This Site recognizes the Global Privacy Control (GPC) signal and the Universal Opt-Out Mechanism (UOOM). If your browser or device is configured to transmit a GPC signal, we treat it as a request to opt out of the sale or sharing of your personal information to the extent required by applicable law.
You may also submit an opt-out request directly by using the “Do Not Sell or Share My Personal Information” link in the Site footer.

5.4 Online Advertising and Remarketing

We use online advertising services, including search advertising and social media advertising platforms, to promote our veterinary services. These platforms may place Marketing cookies on your device to recognize your browser across websites and to show you relevant advertisements based on your prior visits to the Site.
Data collected through Marketing cookies may be used to build remarketing audiences based on your interactions with the Site. We use local-radius targeting only and do not run national or international advertising campaigns.
To opt out of personalized advertising:
• Visit google.com/settings/ads to manage preferences for interest-based advertising.
• Visit networkadvertising.org/managing/opt_out.asp to opt out through the Network Advertising Initiative.
For US residents: to the extent our use of Marketing cookies or the sharing of information with advertising platforms constitutes “selling” or “sharing” personal information under applicable US state consumer privacy laws, you have the right to opt out of such activities. See Section 9 for details.

6. Third-Party Service Providers

We share personal information with third-party service providers who assist us in operating the Site, delivering our services, and running our business. All providers are engaged under agreements that require them to handle personal information securely and only for the purposes we authorize.
We use service providers in the following functional categories:
• Online appointment booking and client registration platforms
• Online store and order fulfillment providers
• Website analytics platforms
• Website hosting and infrastructure providers
• Communication and scheduling platforms, including SMS, email, and automated phone services
• Online advertising platforms
• Social media platforms
We do not sell personal information to third parties for their own independent commercial use.

7. AI-Assisted Tools

7.1 No AI for Clinical Decisions

No artificial intelligence or automated tool is used to make clinical decisions about your pet’s health. All clinical assessments and care decisions are made exclusively by licensed veterinary professionals.

7.2 Call Recording

Telephone calls to and from Lougheed Animal Hospital may be recorded for quality assurance, staff training, and service improvement purposes. Under British Columbia law, call recording is permitted where at least one party to the conversation consents to the recording. By calling our clinic, you acknowledge that calls may be recorded.
Recorded calls may be processed using AI-assisted transcription and categorization tools to improve response quality and service delivery.

7.3 Automated Communications

We use automated systems to send appointment reminders, confirmations, follow-up messages, and responses to common inquiries. These communications may be fully or partly generated by automated tools operating through our communication platforms.

7.4 AI Interaction Disclosure

Our website chatbot and automated phone attendant are AI-assisted tools. When you interact with these systems, you may be communicating with an automated process rather than a human staff member. These systems are operated in compliance with applicable law.

7.5 Your Rights Regarding AI-Assisted Interactions

You have the right to request that a human staff member handle your inquiry instead of an automated system. To make this request, call us at (604) 826-7066 or email lougheedah@gmail.com.

8. Data Protection and Security

We implement reasonable administrative, technical, and physical safeguards to protect personal information against unauthorized access, disclosure, alteration, or destruction. Security measures include SSL encryption on the Site and restricted staff access to personal information.
Form submissions made through the Site are delivered to our team by email. Form data is not stored in a database on the Site’s servers.
No method of electronic transmission or data storage is completely secure. We cannot guarantee absolute security, but we are committed to protecting personal information using practices consistent with applicable legal requirements and industry standards.

8.1 Data Breach Notification

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

9. Your Privacy Rights

9.1 Rights Under Canadian Law (PIPEDA and BC PIPA)

If you are a Canadian resident, you have the right to:
• Request access to the personal information we hold about you
• Request correction of inaccurate or incomplete personal information
• Withdraw consent to our collection, use, or disclosure of your personal information, subject to legal and contractual limitations
• File a complaint with the Office of the Privacy Commissioner of Canada or the Office of the Information and Privacy Commissioner for British Columbia
To exercise these rights, contact us using the information in Section 16. We will respond within the timeframe required by applicable legislation.

9.2 Rights Under US State Law

If you are a resident of a US state with applicable consumer privacy law protections, you may have the right to:
• Know what personal information we have collected about you and how it is used
• Request deletion of your personal information
• Opt out of the sale or sharing of your personal information for targeted advertising purposes
• Correct inaccurate personal information we hold about you
• Not be discriminated against for exercising your privacy rights
To submit a request, use the contact information in Section 16 or click the “Do Not Sell or Share My Personal Information” link in the Site footer. We will verify your identity before processing access or deletion requests and will respond within the timeframe required by the applicable state statute.

10. Sharing of Information

We share personal information only in the following circumstances:
• With service providers as described in Section 6, to operate the Site and deliver our services
• When required by law, court order, or regulatory authority
• To protect the safety or legal rights of our clients, staff, or the public
• In connection with a business transaction such as a merger, acquisition, or asset sale, where the recipient is bound by privacy obligations consistent with this policy
• With your explicit consent
We do not sell personal information. For US residents, sharing of information with advertising platforms as described in Section 5.4 may constitute “sharing” under applicable US state consumer privacy laws. You may opt out of this activity as described in Sections 5.3 and 9.2.

11. Children’s Privacy

Our services are directed to adults. We do not knowingly collect personal information from children under 13 years of age. If we become aware that we have inadvertently collected information from a child under 13, we will take steps to delete it promptly. If you believe we may have collected information from a child under 13, please contact us using the information in Section 16.

12. Links to External Websites

The Site may contain links to third-party websites, including social media platforms. This Privacy Policy applies only to lougheedanimal.com. We are not responsible for the privacy practices of any external websites. We encourage you to review the privacy policy of any third-party site before submitting personal information.

Meta Platforms, Inc. (Facebook and Instagram):
If you interact with our pages on Meta’s platforms, or if you click through to or from those platforms via the Site, your activity is also governed by Meta’s own Privacy Policy, available at facebook.com/privacy/policy. Lougheed Animal Hospital is not responsible for Meta’s data collection, processing, or sharing practices. Meta operates as an independent data controller for information collected through its platforms.

13. Data Retention

We retain personal information for as long as necessary to fulfill the purposes described in this policy, to maintain client records in accordance with applicable veterinary regulatory requirements in British Columbia, and to comply with our legal obligations. When personal information is no longer required for these purposes, we securely delete or anonymize it.

14. Changes to This Privacy Policy

We may update this Privacy Policy periodically to reflect changes in our practices, legal requirements, or technology. When we make material changes, we will update the effective date at the top of this policy. We encourage you to review this policy from time to time. Your continued use of the Site following any changes constitutes your acceptance of the updated policy.

15. Website Design and Management

This website was designed and is maintained by VSA Vet Media Inc., a veterinary digital marketing agency (“VSA”). VSA is engaged as a service provider under a written agreement with Lougheed Animal Hospital. In this capacity, VSA may access personal information collected through the Site solely for the purpose of providing website development, maintenance, and digital marketing services. VSA does not use this information for any independent commercial purpose and is bound by confidentiality and data handling obligations consistent with this policy.
For the purposes of applicable US state consumer privacy laws, VSA Vet Media Inc. acts as a service provider to Lougheed Animal Hospital and does not sell or share personal information on its own behalf.

16. Contact Information

For privacy questions, rights requests, or concerns about this policy, please contact us:

Lougheed Animal Hospital
Address: 108 32423 Lougheed Highway, Mission, BC V2V 7B8
Phone: (604) 826-7066
Email: lougheedah@gmail.com
Website: lougheedanimal.com