1. Introduction
Langley Meadows Animal Hospital (“we,” “our,” or “us”) is committed to protecting the privacy of our clients and website visitors. This Privacy Policy explains how we collect, use, disclose, and protect information about you when you interact with our website at langleymeadowsanimalhospital.com (the “Site”), contact us by phone or electronic means, or use any services we offer.
We comply with the Personal Information Protection and Electronic Documents Act (PIPEDA), the British Columbia Personal Information Protection Act (BC PIPA), and all applicable Canadian and US state consumer privacy laws. By using our Site or providing us with your information, you consent to the practices described in this Privacy Policy.
Our website is designed, built, and maintained by VSA Vet Media Inc., a digital marketing agency acting as our service provider. VSA Vet Media Inc. has access to our website systems solely for the purpose of providing agreed digital marketing and website management services on our behalf.
2. Information We Collect
2.1 Information You Provide Directly
We collect information you voluntarily provide when you:
• Complete a contact, appointment request, or new client registration form on our Site
• Send us an email or call our clinic
• Sign up for SMS or text message communications
• Make a purchase through our online store
• Interact with our website chatbot or automated phone attendant
This information may include your name, mailing address, email address, phone number, pet information, and any other details you choose to share with us. Form submissions are delivered to our team by email and are not stored in our website database.
2.2 Information Collected Automatically
When you visit our Site, certain information is collected automatically through cookies and similar tracking technologies, including:
• Device and browser type, operating system, and screen resolution
• IP address and approximate geographic location (city or region level)
• Pages visited, links clicked, and time spent on each page
• Referring website or search query that led you to our Site
• Cookie identifiers and consent preferences
This data is collected through website analytics platforms and tag management systems that we use to understand how visitors interact with our Site and to improve our services.
2.3 Communication Platforms
When you contact us by phone, text message, or through digital communication tools, we may collect:
• Call recordings (see Section 7.2 for full disclosure)
• Voicemail messages and transcriptions
• SMS and text message content
• Appointment confirmations, reminders, and related communications
These communications are managed through third-party communication and scheduling platforms. All such platforms are contractually required to handle your information in accordance with applicable privacy law.
3. How We Use Your Information
We use the information we collect to:
• Schedule and confirm veterinary appointments
• Respond to your inquiries and service requests
• Process purchases made through our online store
• Send appointment reminders, follow-up communications, and wellness updates
• Improve our website, services, and communications based on usage patterns
• Comply with applicable legal and regulatory requirements
• Deliver and measure the effectiveness of our advertising campaigns
• Detect, prevent, and address security incidents or technical issues
We do not sell your personal information to third parties. We do not use your personal information for purposes that are incompatible with those described in this Privacy Policy without your prior consent.
4. SMS and Text Message Communications
With your consent, we may send you SMS and text messages for appointment reminders, confirmations, follow-up care updates, and other clinic communications.
Message and data rates may apply. Message frequency varies based on your interactions with our clinic. You may opt out at any time by replying STOP to any text message from us, or by contacting us directly using the information in Section 16. You may reply HELP to receive assistance.
We will process your opt-out request within 10 business days. You may also withdraw consent by any reasonable method of communication. Standard opt-out methods include replying STOP, contacting us by phone, or sending a written request by email.
SMS communications are managed through a third-party communication platform. Your mobile number and message history are not shared with unaffiliated third parties except as required to deliver the service.
5. Cookies and Tracking Technologies
5.1 Types of Cookies
Our Site uses the following categories of cookies:
Essential Cookies (always active): These cookies are required for the Site to function. They enable core features such as page navigation, form submission, and security. They cannot be disabled because the Site cannot function without them.
Statistics Cookies (opt-in): These cookies allow us to count visits and understand how visitors interact with our Site, helping us measure and improve performance. All data collected is aggregated and does not identify individual visitors.
Marketing Cookies (opt-in): These cookies are set through our Site by our advertising partners. They are used to build a profile of your interests and show you relevant advertising on other websites. Marketing cookies identify your browser and device. If you do not allow these cookies, you may see less targeted advertising.
5.2 Cookie Consent
When you first visit our Site, you will be presented with a consent banner that allows you to accept or decline each category of non-essential cookie. Your preferences are stored and applied to subsequent visits. You may update your cookie preferences at any time using the cookie settings link on our Site.
Our cookie consent infrastructure is configured and maintained by VSA Vet Media Inc. as part of their website management services. The consent categories presented in our banner match the cookie categories described in this Privacy Policy.
5.3 Global Privacy Control and Universal Opt-Out Mechanisms
Our Site recognizes the Global Privacy Control (GPC) signal and Universal Opt-Out Mechanisms (UOOM) as valid expressions of a consumer’s opt-out preference for the sale or sharing of personal information where required by applicable law. If your browser transmits a GPC signal, we will treat it as a request to opt out of the sale or sharing of your personal information for cross-context behavioral advertising purposes.
5.4 Online Advertising and Remarketing
We use online advertising services, including Google Ads and the Meta advertising platform, to display advertisements about our veterinary services to users who have previously visited our Site or who match audience characteristics we have defined. This practice is commonly referred to as remarketing or retargeting.
These advertising platforms may use cookies and similar tracking technologies to recognize your browser or device when you visit other websites or platforms, and to display our advertisements to you. The data collected by these platforms through our Site is subject to their respective privacy policies.
Our advertising is geographically limited to users within our local service radius. We do not engage in national or international advertising targeting.
You may opt out of interest-based advertising by visiting:
• Google Ads Settings: google.com/settings/ads
• Network Advertising Initiative Opt-Out: networkadvertising.org/managing/opt_out.asp
Opting out does not mean you will stop seeing advertisements from us entirely. It means that advertisements you see will be less tailored to your browsing activity.
Please note that our use of the Meta advertising platform (including Facebook and Instagram) is governed by Meta’s Data Policy. Langley Meadows Animal Hospital is an independent business and is not affiliated with, endorsed by, or sponsored by Meta Platforms, Inc. Meta’s data practices are the responsibility of Meta, not our clinic. We encourage you to review Meta’s privacy policy directly on their platform.
6. Third-Party Services
To operate our website and deliver our services, we work with third-party service providers in the following functional categories. We do not identify these providers by name in this Privacy Policy to avoid creating a maintenance obligation each time a provider changes. All providers are contractually required to handle personal information in accordance with applicable law and may only use your information to perform services on our behalf.
• Online appointment and form providers: Platforms that process appointment requests and contact form submissions submitted through our Site.
• Communication and scheduling platforms: Platforms that manage phone communications, call recording, voicemail, text messaging, and appointment reminders.
• Website analytics platforms: Platforms that collect and analyze website usage data to help us understand visitor behavior and improve our Site.
• Website hosting providers: Infrastructure providers that store and serve our website files.
• Online store providers: If you purchase products through our online store, your transaction is processed by a third-party e-commerce platform. That platform’s privacy policy governs the handling of your payment and order information.
• Advertising platforms: Platforms through which we deliver online advertising, including remarketing campaigns. See Section 5.4 for details.
• Digital marketing service provider: VSA Vet Media Inc. acts as our service provider for website design, development, SEO, and advertising management. See Section 15 for details.
7. AI-Assisted Tools
7.1 No Medical Decisions by AI
No artificial intelligence or automated system used by Langley Meadows Animal Hospital makes or influences medical decisions. All veterinary assessments, recommendations, and care decisions are made exclusively by licensed veterinary professionals.
7.2 Call Recording
Telephone calls with our clinic may be recorded for quality assurance, staff training, and communication accuracy purposes. By calling our clinic, you consent to the recording of your call.
Call recordings are processed through a third-party communication platform. Recordings and transcriptions may be accessed by clinic staff and our digital marketing service provider solely for the purposes described above.
7.3 Automated Communications
We use AI-assisted features to support our communications infrastructure, including voicemail transcription, call categorization, appointment reminders, and review response suggestions. These tools assist our staff in managing client communications efficiently. All client-facing responses generated with AI assistance are reviewed or can be reviewed by a staff member before being sent.
7.4 AI Interaction Disclosure
Our website and phone system may include chatbot or automated attendant features that use artificial intelligence to respond to common inquiries. When you interact with these automated tools, your inputs may be processed by our communication platform’s AI features in compliance with applicable law. If at any point you wish to speak with a human staff member, you may request that directly.
7.5 Your Rights Regarding AI Processing
Where required by applicable law, you have the right to request that decisions affecting you not be made solely by automated means, and to request human review of automated processing. To exercise this right, please contact us using the information in Section 16.
8. Data Protection and Security
We implement reasonable and appropriate technical and organizational measures to protect your personal information against unauthorized access, disclosure, alteration, and destruction. These measures include SSL/TLS encryption for data transmitted through our Site, access controls limiting staff access to personal information on a need-to-know basis, and security practices maintained by our website hosting and communication providers.
No method of transmission over the internet or electronic storage is completely secure. While we take reasonable precautions, we cannot guarantee the absolute security of your information.
8.1 Data Breach Notification
In the event of a security breach that creates a real risk of significant harm to individuals, we will notify affected individuals and the appropriate regulatory authority as required by applicable law.
9. Your Privacy Rights
Depending on your jurisdiction of residence, you may have the following rights with respect to your personal information:
• Right to access: Request a copy of the personal information we hold about you.
• Right to correction: Request that we correct inaccurate or incomplete personal information.
• Right to deletion: Request that we delete your personal information, subject to applicable legal retention requirements.
• Right to opt out of the sale or sharing of personal information: We do not sell personal information. You may opt out of the sharing of personal information for cross-context behavioral advertising by using the GPC/UOOM signal (Section 5.3) or by contacting us directly. A “Do Not Sell or Share My Personal Information” link is available in our website footer.
• Right to non-discrimination: We will not discriminate against you for exercising any privacy right.
• Right to data portability: Where required by law, you may request that your personal information be provided to you in a portable format.
To submit a privacy rights request, please contact us using the information in Section 16. We will respond within the timeframe required by the applicable statute. We may need to verify your identity before processing your request.
If you are a resident of British Columbia, your rights under BC PIPA include the right to access and correct personal information we hold about you. If you believe we have not adequately addressed your request, you may contact the Office of the Information and Privacy Commissioner for British Columbia.
10. Sharing of Information
We do not sell your personal information. We may share your information in the following limited circumstances:
• With service providers: We share information with our third-party service providers solely to the extent necessary for them to perform services on our behalf, as described in Section 6. All service providers are contractually bound to handle your information in accordance with applicable law.
• With our digital marketing service provider: VSA Vet Media Inc. has access to website and analytics data as part of their service delivery obligations. See Section 15.
• For advertising purposes: If you have consented to Marketing cookies, information about your Site activity may be shared with our advertising partners for the purpose of delivering relevant advertising. This constitutes “sharing” as defined under applicable US state consumer privacy laws, and you have the right to opt out as described in Sections 5.3 and 5.4.
• As required by law: We may disclose your information if required to do so by law, court order, or governmental authority, or to protect the rights, property, or safety of our clinic, our clients, or the public.
• Business transfer: In the event of a merger, acquisition, or sale of all or part of our business, your information may be transferred to the acquiring entity. We will notify you of any such change by updating this Privacy Policy.
11. Children’s Privacy
Our Site 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 that we have inadvertently collected information from a child under 13, please contact us immediately using the information in Section 16 and we will take steps to delete that information.
12. Links to External Websites
Our Site may contain links to third-party websites, including pet resource directories, licensing authorities, insurance providers, and our online store. We are not responsible for the privacy practices or content of those websites. We encourage you to review the privacy policies of any third-party websites you visit.
Our website and social media pages may contain links to or from Facebook, Instagram, and other platforms operated by Meta Platforms, Inc. Langley Meadows Animal Hospital is an independent business and is not affiliated with, endorsed by, or sponsored by Meta Platforms, Inc. The collection and use of your information on Meta’s platforms is governed entirely by Meta’s Data Policy, which is available on their platform. We are not responsible for Meta’s data practices.
13. Data Retention
We retain personal information for as long as necessary to fulfill the purposes for which it was collected, to comply with our legal obligations, to resolve disputes, and to enforce our agreements. The specific retention period depends on the type of information and the purpose for which it was collected.
When personal information is no longer required, we take reasonable steps to securely destroy or anonymize it.
14. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, applicable law, or the services we use. When we make material changes, we will update the “Last Updated” date at the top of this policy. We encourage you to review this Privacy Policy periodically. Your continued use of our Site after any changes constitutes your acceptance of the updated Privacy Policy.
15. Website Design and Management
Our website is designed, built, and maintained by VSA Vet Media Inc., a veterinary-focused digital marketing agency based in Vancouver, British Columbia. VSA Vet Media Inc. provides digital services to Langley Meadows Animal Hospital including website development, search engine optimization, Google Ads management, and Meta advertising management.
For the purposes of applicable Canadian and US state consumer privacy laws, VSA Vet Media Inc. acts as a service provider (or equivalent designation under applicable law) with respect to the personal information processed through our website. VSA Vet Media Inc. is contractually prohibited from using your personal information for any purpose other than providing services to our clinic.
VSA Vet Media Inc. configured our website’s cookie consent infrastructure. The consent categories and cookie practices described in this Privacy Policy reflect the configuration they have implemented on our behalf. Questions about the technical implementation of our website may be directed to us using the contact information in Section 16.
16. Contact Information
If you have questions, concerns, or requests related to this Privacy Policy or our data practices, please contact us:
Langley Meadows Animal Hospital
6233 200 St #7, Langley, BC V2Y 1A2
Phone: (236) 706-0019
Email: langleymeadowsvets@gmail.com
Website: langleymeadowsanimalhospital.com
If you are a resident of British Columbia and are not satisfied with our response to your privacy request, you may contact the Office of the Information and Privacy Commissioner for British Columbia at oipc.bc.ca.