Privacy Policy for Columbia Square Animal Hospital
Effective Date: 9 April 2026
1. Introduction
Columbia Square Animal Hospital (“we,” “our,” or “us”) is committed to protecting the privacy and personal information of our clients and website visitors. This Privacy Policy describes how we collect, use, disclose, and safeguard personal information when you visit our website at https://columbiasquareanimalhospital.com or interact with our practice.
This policy is governed by the Personal Information Protection Act (PIPA, SBC 2003 c.63) applicable to British Columbia and, where applicable, the federal Personal Information Protection and Electronic Documents Act (PIPEDA, SC 2000 c.5). By accessing or using our website, you acknowledge that you have read and understood this Privacy Policy.
If you have questions or concerns about how we handle your personal information, please contact us using the details in Section 16.
2. Information We Collect
2.1 Information You Provide Directly
We collect personal information that you voluntarily provide when you:
- Complete our new client registration form or other online forms
- Request an appointment by phone, email, or online form
- Contact us by telephone, email, or written correspondence
- Subscribe to communications from our practice
The types of information collected may include your name, address, telephone number, email address, and information about your pet, including the animal’s name, species, breed, and relevant health history provided by you.
2.2 Information Collected Automatically
When you visit our website, certain information is collected automatically through cookies and similar technologies. This may include your IP address, browser type and version, device type, operating system, referring website URL, pages visited, and the date and time of your visit. This information is used to understand how visitors interact with our website and to improve its performance and content.
We use analytics and tag management platforms to measure website performance and visitor behaviour. These platforms collect data in accordance with their own privacy policies and our cookie consent configuration.
2.3 Communication Platforms
We use AI-assisted communication platforms to manage telephone calls, voicemail messages, and automated appointment reminders. Information communicated through these channels, including voicemail transcriptions and call records, may be stored and processed by our communication service providers. Please see Section 7 for full details on our use of AI-assisted tools.
3. How We Use Your Information
We use the personal information we collect for the following purposes:
- To schedule, confirm, and manage appointments for your pet
- To respond to your enquiries and service requests
- To send appointment reminders, recall notices, and practice communications
- To maintain accurate records related to your pet’s visits
- To improve our website, services, and client experience
- To comply with legal, regulatory, and professional obligations
- To send marketing communications where you have provided express consent
We collect and use personal information only for the purposes identified at the time of collection or for purposes that a reasonable person would consider appropriate in the circumstances, consistent with PIPA (BC).
4. SMS and Text Message Communications
Columbia Square Animal Hospital may send text messages to clients for appointment reminders, confirmation notices, and other transactional communications related to your pet’s care. These transactional messages are sent on the basis of implied consent arising from our existing client relationship, in accordance with Canada’s Anti-Spam Legislation (CASL, SC 2010 c.23).
Where we send marketing or promotional text messages, we will first obtain your express consent, as required under CASL. You may withdraw consent at any time by replying STOP to any text message or by contacting us directly at receptioncsah@gmail.com or (604) 521-5572. Standard messaging and data rates from your wireless carrier may apply. Carriers are not liable for delayed or undelivered messages.
5. Cookies and Tracking Technologies
5.1 Types of Cookies
Our website uses the following categories of cookies:
- Essential Cookies: These cookies are necessary for the website to function correctly and cannot be switched off. They do not store personally identifiable information and are set in response to actions you take, such as completing a form or navigating between pages.
- Statistics Cookies: These cookies allow us to measure and improve the performance of our website by collecting anonymised information about how visitors use it. They are only activated with your consent.
- Marketing Cookies: These cookies are used to serve advertising content relevant to your interests, to measure the effectiveness of our advertising campaigns, and to build audience profiles for retargeting purposes on platforms such as search engines and social media networks. Marketing cookies are activated only with your consent and may be placed by our advertising service providers.
5.2 Cookie Consent
When you first visit our website, you will be presented with a cookie consent banner configured by VSA Vet Media Inc. on behalf of Columbia Square Animal Hospital. You may accept or decline non-essential cookies at that time. You can withdraw or update your cookie preferences at any time by adjusting the settings in your browser or using the consent management controls available on our website.
Please note that disabling certain cookies may affect the functionality or performance of our website.
5.3 Global Privacy Control Recognition
Our website recognises the Global Privacy Control (GPC) signal where technically feasible. If your browser transmits a GPC signal, we will treat it as a request to opt out of non-essential data collection consistent with applicable privacy law.
5.4 Online Advertising and Remarketing
Columbia Square Animal Hospital uses online advertising platforms to promote our services to prospective clients within our local service area. These platforms may use Marketing cookies, pixel tags, and similar tracking technologies to serve advertisements based on your previous visits to our website or your interests as determined by the platform.
Our online advertising activities are conducted on the basis of your consent, consistent with the Personal Information Protection Act (PIPA, SBC 2003 c.63) and PIPEDA. We do not use these platforms to target individuals based on sensitive personal information. All advertising is directed to a local radius audience only.
You may opt out of interest-based advertising through the following mechanisms:
- Adjusting your Google Ads personalisation settings at google.com/settings/ads
- Using the Network Advertising Initiative opt-out tool at networkadvertising.org/managing/opt_out.asp
- Declining Marketing cookies in our consent banner when you visit our website
- Adjusting your browser privacy settings to block third-party cookies
Please note that opting out of interest-based advertising does not mean you will no longer see advertisements. It means the advertisements you see may be less tailored to your interests.
6. Third-Party Service Providers
We share personal information with trusted third-party service providers who assist us in operating our practice and website. These providers are engaged to perform specific functions on our behalf and are not permitted to use your personal information for any other purpose. Categories of third-party service providers include:
- Website analytics and performance measurement providers
- Online form and appointment booking providers
- Veterinary practice management and client communication platforms
- AI-assisted call handling and communication platforms
- Email and marketing communication service providers
All third-party service providers are contractually required to handle personal information in accordance with applicable privacy law and to implement appropriate security measures.
7. AI-Assisted Tools and Automated Systems
Columbia Square Animal Hospital uses AI-assisted tools as part of our client communication infrastructure. The following disclosures apply to the use of these technologies.
7.1 No Medical Decisions by AI
No AI system used by our practice makes clinical assessments, veterinary recommendations, or decisions regarding the health or care of your pet. All clinical decisions are made exclusively by licensed veterinary professionals. Information gathered through AI-assisted communication tools is used for administrative and communication purposes only.
7.2 Call Recording
Telephone calls to and from our practice may be recorded for purposes of quality assurance, staff training, and administrative record-keeping. By placing or receiving a call with our clinic, you are providing your consent to such recording in accordance with PIPA (Personal Information Protection Act, SBC 2003 c.63) and applicable federal privacy legislation under PIPEDA. You may withdraw consent by notifying our staff before a call begins, in which case the call will not be recorded.
7.3 Automated Communications
We use automated systems to send appointment reminders, recall notices, and other practice communications. These systems may generate personalised messages using information stored in your client record, such as your name, your pet’s name, and appointment details. You may opt out of automated communications at any time by contacting us directly.
7.4 AI Interaction Disclosure
Our telephone and digital communication systems may include AI-assisted features such as voicemail transcription, call categorisation, automated attendant or chatbot interactions, and review response suggestions. If you interact with an automated system, you may be informed of this at the start of the interaction. Information from these interactions may be reviewed by our staff and is handled in accordance with this Privacy Policy.
7.5 Your Rights Regarding AI
You have the right to request that communications with our practice not involve automated processing where feasible. If you have concerns about how AI-assisted tools are used in relation to your personal information, please contact us using the details in Section 16. We will address your concerns in accordance with applicable privacy law.
8. Data Protection and Security
We implement administrative, technical, and physical safeguards designed to protect personal information from unauthorised access, disclosure, alteration, or destruction. Access to personal information is restricted to staff members and service providers who require it to fulfil their responsibilities.
While we take reasonable steps to protect your information, no method of data transmission or storage is entirely secure. We cannot guarantee absolute security, and you provide personal information at your own risk.
8.1 Data Breach Notification
In the event of a security breach involving personal information that creates a real risk of significant harm, we will notify affected individuals and the applicable regulatory authority as required by applicable law, including PIPA (BC) and PIPEDA where applicable.
9. Your Privacy Rights
As a resident of British Columbia, you have the following rights under the Personal Information Protection Act (PIPA, SBC 2003 c.63):
- Right of Access: You may request access to the personal information we hold about you.
- Right of Correction: You may request that inaccurate or incomplete personal information be corrected.
- Right to Withdraw Consent: You may withdraw consent to the collection, use, or disclosure of your personal information at any time, subject to legal or contractual restrictions and reasonable notice. Withdrawal of consent may affect our ability to provide certain services.
To exercise any of these rights, please contact us in writing at the address in Section 16. We will respond within the timeframe required by applicable statute. If you are not satisfied with our response, you may file a complaint with the Office of the Information and Privacy Commissioner for British Columbia (OIPC BC) at oipc.bc.ca.
10. Sharing and Disclosure of Information
We do not sell your personal information to third parties. We do not share your personal information except in the following circumstances:
- With third-party service providers engaged to support the operation of our practice and website, as described in Section 6
- As required by law, court order, or regulatory authority
- To protect the rights, safety, or property of our practice, staff, clients, or the public
- With your consent
Where we use online advertising platforms for retargeting and campaign measurement, information collected through Marketing cookies may be shared with our advertising service providers solely for the purpose of delivering and measuring advertisements directed to our local service area. This sharing occurs only where you have provided consent through our cookie consent banner. You may withdraw consent at any time, consistent with PIPA (SBC 2003 c.63) and PIPEDA.
Where personal information is shared with service providers outside of British Columbia, we take steps to ensure that comparable privacy protections apply in accordance with PIPA (BC) and PIPEDA.
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. If we become aware that we have received personal information from a child under 13 without verifiable parental consent, we will take steps to delete that information promptly. If you believe a child has provided us with personal information, please contact us using the details in Section 16.
12. Links to External Websites
Our website may contain links to third-party websites, including pet health resources, regulatory bodies, and other informational sites. These links are provided for convenience and do not constitute an endorsement of the linked website or its content. We are not responsible for the privacy practices, content, or accuracy of any third-party website. We encourage you to review the privacy policy of any website you visit.
Columbia Square Animal Hospital maintains a presence on Meta platforms, including Facebook and Instagram. If you interact with our content on these platforms or click on advertisements served through Meta, Meta Platforms, Inc. collects and processes your information in accordance with its own Data Policy. Columbia Square Animal Hospital does not control Meta’s data collection or processing practices. Our use of Meta advertising tools is conducted on the basis of your consent and in compliance with applicable Canadian privacy legislation. We encourage you to review Meta’s Privacy Policy at facebook.com/privacy/policy.
13. Data Retention
We retain personal information for as long as necessary to fulfil the purposes for which it was collected, to comply with legal and professional obligations, and to resolve any disputes. Veterinary client records may be subject to minimum retention periods under applicable provincial regulation. When personal information is no longer required, we take reasonable steps to securely destroy or de-identify it.
14. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, services, or legal obligations. The effective date at the top of this page reflects the date of the most recent revision. We encourage you to review this policy periodically. Continued use of our website following any changes constitutes your acknowledgement of the updated policy.
15. Website Design and Management
This website was designed, developed, and is managed by VSA Vet Media Inc., a veterinary digital marketing agency located in Vancouver, British Columbia. VSA Vet Media Inc. acts as a data processor on behalf of Columbia Square Animal Hospital in connection with the operation and maintenance of this website. VSA Vet Media Inc. is not a veterinary practice and does not provide veterinary advice or clinical services. Columbia Square Animal Hospital is solely responsible for all clinical information, professional recommendations, and veterinary content published on this website.
16. Contact Information
If you have questions, concerns, or requests regarding this Privacy Policy or the handling of your personal information, please contact us at:
Columbia Square Animal Hospital
#104 – 78 Tenth St.
New Westminster, BC V3M 3X3
Phone: (604) 521-5572
Email: receptioncsah@gmail.com
Website: https://columbiasquareanimalhospital.com