Privacy Policy

1. Introduction

Tynehead Animal Hospital (“we,” “us,” or “our”) respects your privacy and is committed to protecting the personal information you share with us. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website at https://tyneheadanimalhospital.ca, contact us, or use our services. By using our website or services, you agree to the practices described in this policy.

2. Information We Collect

2.1 Information You Provide Directly

We collect information you give us when you complete a form, request an appointment, register as a new client, submit a request for food and supplies, or contact us by phone, email, or text message. This may include your name, address, phone number, email address, your pet’s details, and any information you choose to share with us.

2.2 Information Collected Automatically

When you visit our website, we automatically collect certain technical information, including your device type, browser, IP address, pages viewed, and how you interact with our site. This information is collected through cookies and similar technologies described in Section 5.

2.3 Communication Platforms

When you call, text, or message us, our communication platforms may collect and store details of that interaction, including call records, message content, and voicemail recordings, to help us respond to your inquiries and improve our service.

3. How We Use Your Information

We use the information we collect to:

• Schedule and confirm appointments and respond to your inquiries
• Provide and manage veterinary services for your pet
• Send appointment reminders, confirmations, and service updates
• Process online forms, registrations, and food and supply requests
• Operate, maintain, and improve our website and services
• Measure website performance and understand how visitors use our site
• Show relevant advertising within our local service area
• Meet our legal and regulatory obligations

4. SMS and Text Message Communications

We send text messages to communicate with you about appointments, reminders, and service updates. Our text messaging practices comply with Canada’s Anti-Spam Legislation (CASL).

Transactional messages, such as appointment confirmations and reminders, are sent on the basis of implied consent arising from your relationship with us. Marketing or promotional messages are sent only with your express consent. Every marketing message includes a clear way to unsubscribe, and you may opt out of text messages at any time by replying STOP or by contacting us at (604) 547-2227. Standard message and data rates from your carrier may apply.

5. Cookies and Tracking Technologies

5.1 Types of Cookies

Our website uses the following categories of cookies:

• Essential cookies (always active): required for the website to function, including security, page loading, and remembering your consent preferences.
• Statistics cookies (opt-in): help us understand how visitors use our website so we can improve it. These support our website analytics and tag management tools.
• Marketing cookies (opt-in): used to measure advertising performance and show you relevant ads within our local service area, including conversion measurement and remarketing audiences.

5.2 Cookie Consent

When you first visit our website, a consent banner lets you accept or decline non-essential cookies. The cookie categories shown in the banner match those described in this policy. You can change your preferences at any time through the consent banner. Our consent banner and website are configured by VSA Vet Media Inc. on our behalf.

5.3 Global Privacy Control and Opt-Out Preference Signals

We recognise Global Privacy Control (GPC) and other Universal Opt-Out Mechanism (UOOM) signals. If your browser sends one of these signals, we treat it as a valid request to opt out of non-essential tracking.

5.4 Online Advertising and Remarketing

We work with online advertising and remarketing networks and social media advertising platforms to show ads to people in our local service area, including individuals who have previously visited our website. This advertising is conducted on a consent basis in accordance with PIPEDA and British Columbia’s Personal Information Protection Act (PIPA). We do not conduct national or international targeting.

You can manage or opt out of personalised advertising through the following resources:

• Google Ads Settings: https://www.google.com/settings/ads
• Network Advertising Initiative opt-out: https://www.networkadvertising.org/managing/opt_out.asp

You can also decline marketing cookies through the consent banner on our website.

6. Third-Party Services

We work with trusted third-party service providers to operate our website and deliver our services. We share information with these providers only as needed for them to perform their functions, and they are required to protect your information. We reference these providers by functional category rather than by name:

• Website hosting providers
• Website analytics providers
• Tag management providers
• Online advertising and remarketing networks
• Social media advertising platforms
• Online form and appointment booking providers
• Online retail and product fulfilment providers
• SMS and communication platforms
• AI-assisted communication platforms
• Payment processing providers

7. AI-Assisted Tools

We use AI-assisted communication tools to help us serve you efficiently. These may include voicemail transcription, call categorisation, automated appointment reminders, a website chatbot or automated phone attendant, and suggestions to help us respond to reviews.

7.1 No Medical Decisions by AI

AI-assisted tools never make clinical or medical decisions about your pet. All decisions about your pet’s health and care are made by licensed veterinarians who have examined your pet. AI tools are used only to support communication and administrative tasks.

7.2 Call Recording

We may record telephone calls for quality, training, and record-keeping purposes. In accordance with PIPEDA and British Columbia’s Personal Information Protection Act (PIPA), we obtain consent for call recording. At the start of a recorded call you will be notified, and by continuing the call you consent to the recording. If you do not wish to be recorded, please let us know and we will assist you by another method.

7.3 Automated Communications

We send automated messages such as appointment reminders and confirmations through our communication platforms. You can opt out of non-essential automated messages at any time by contacting us.

7.4 AI Interaction Disclosure

When you use our website chatbot or automated phone attendant, you may be interacting with an automated system. You can always ask to speak with a member of our team, and we will connect you with a person.

7.5 Your Rights Regarding AI Tools

You may request human review of any interaction handled by an automated tool, and you may ask us about how these tools are used. To make such a request, contact us at info@tyneheadanimalhospital.ca.

8. Data Protection and Security

We take reasonable technical and organisational measures to protect your personal information against unauthorised access, loss, misuse, or alteration. While we work to safeguard your information, no method of transmission or storage is completely secure, and 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 the appropriate authorities as required by applicable law.

9. Your Privacy Rights

As a resident of British Columbia, you have rights under the Personal Information Protection Act (PIPA, SBC 2003 c.63), including the right to access the personal information we hold about you, the right to request correction of that information, and the right to withdraw your consent to our collection, use, or disclosure of your personal information, subject to legal and contractual limits.

To exercise any of these rights, contact us at info@tyneheadanimalhospital.ca. We will respond within the timeframe required by the applicable statute.

10. Sharing of Information

We do not sell your personal information. We share your information only with the service providers described in Section 6, who act on our behalf under contract, and with advertising and social media platforms for consent-based advertising as described in Section 5.4. Any such sharing is conducted in accordance with PIPEDA and British Columbia’s Personal Information Protection Act (PIPA). We may also disclose information where required by law.

11. Children’s Privacy

Our website and services are not directed to children under the age of 13, and we do not knowingly collect personal information from children under 13. If you believe a child has provided us with personal information, please contact us so we can remove it.

12. Links to External Websites

Our website may contain links to third-party websites and resources. We are not responsible for the content, accuracy, or privacy practices of any linked website. We encourage you to review the privacy policy of any website you visit.

Our website and advertising may reference or appear on social media platforms, including Meta platforms such as Facebook and Instagram. We are not affiliated with, endorsed by, or sponsored by Meta. Any interaction you have on those platforms is governed by their own terms and privacy policies.

13. Data Retention

We retain your personal information for as long as necessary to provide our services, maintain accurate business and clinical records, and meet our legal obligations. When information is no longer needed, we take steps to securely delete or anonymise it.

14. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. The effective date at the top of this page reflects the most recent revision. Continued use of our website following any changes constitutes your acceptance of the updated policy.

15. Website Design and Management

This website is designed and managed by VSA Vet Media Inc. on our behalf. As part of providing website, analytics, and advertising services, VSA Vet Media Inc. may process certain information through the platforms described in this policy. VSA Vet Media Inc. is not a veterinary practice and does not provide veterinary advice. We remain responsible for the personal information collected through our website.

16. Contact Information

If you have questions about this Privacy Policy or how we handle your personal information, contact us at:

Tynehead Animal Hospital
8645 160 St, Unit 112, Surrey, BC V4N 1G4
Phone: (604) 547-2227
Email: info@tyneheadanimalhospital.ca