Last Updated: January 2026
Last Updated: January 2026
Abby Veterinary Hospital and Emergency (“we,” “us,” or “our”) is committed to protecting the privacy of our clients and website visitors. This Privacy Policy explains how we collect, use, disclose, and safeguard your personal information when you visit our website at abbyvetemergency.ca, contact us by phone or SMS, or use our services.
This policy is governed by the Personal Information Protection and Electronic Documents Act (PIPEDA) and the British Columbia Personal Information Protection Act (BC PIPA). By using our website or services, you consent to the practices described in this policy.
If you have questions about this Privacy Policy, please contact us using the information in Section 16.
2.1 Information You Provide Directly
We collect personal information that you voluntarily provide to us, including:
2.2 Information Collected Automatically
When you visit our website, we automatically collect certain technical information, including:
This information is collected through analytics platforms, tag management tools, and cookie technologies as described in Section 5.
2.3 Communication Platforms
When you contact us by phone, SMS, email, or through our website forms, we may collect records of those communications, including call recordings, voicemail messages, and written correspondence. This information is used to respond to your inquiries, improve service quality, and support our internal operations.
We use the personal information we collect to:
If you provide your mobile phone number and consent to receive text messages, we may send you appointment reminders, service notifications, and other communications by SMS. Standard message and data rates may apply.
You may opt out of SMS communications at any time by replying STOP to any message you receive from us. Reply HELP for customer care contact information. We will process your opt-out request within 10 business days. You may also withdraw your consent by contacting us directly using any reasonable method.
We do not sell or share your mobile phone number with third parties for their own marketing purposes.
5.1 Types of Cookies
We use cookies and similar tracking technologies to operate our website, analyze visitor behaviour, and deliver relevant advertising. We use the following categories of cookies:
Essential Cookies: Required for the website to function properly. These cookies cannot be disabled and do not require your consent. They support session management, security, and the storage of your cookie consent preferences.
Statistics Cookies: Used to understand how visitors interact with our website through anonymized traffic and usage data. These cookies are activated only with your consent.
Marketing Cookies: Used to deliver relevant advertising based on your interests and browsing behaviour, and to measure the effectiveness of our advertising campaigns. These cookies are activated only with your consent.
5.2 Cookie Consent
When you first visit our website, a cookie consent banner will allow you to accept or decline non-essential cookies by category. Your preferences are stored and applied to your future visits. You may update your cookie preferences at any time through the cookie settings link available on our website.
Our cookie consent infrastructure is configured and maintained by VSA Vet Media Inc. on our behalf.
5.3 Global Privacy Control and Universal Opt-Out Mechanisms
We recognize the Global Privacy Control (GPC) signal and other universal opt-out mechanisms (UOOM) as a valid expression of your privacy preferences. When a recognized opt-out signal is detected from your browser or device, we will process it in accordance with applicable law by disabling non-essential cookies for your session.
5.4 Online Advertising and Remarketing
We use online advertising services to promote our veterinary practice to people in our local service area who have previously visited our website or who may be interested in our services. These services use cookies to recognize your browser across websites and serve relevant advertisements.
You may opt out of interest-based advertising at any time by visiting:
We do not use advertising to target individuals outside our local geographic service area. We do not deliver advertising based on sensitive personal information, including health or medical data.
We may share certain information about website visitors with our advertising platform providers for the purpose of delivering and measuring advertising campaigns. This sharing is limited to what is necessary for advertising purposes and is subject to the terms and privacy policies of those providers. You may opt out of this sharing at any time by adjusting your cookie preferences or using the opt-out links above.
We work with third-party service providers to operate our website and deliver our services. These providers access only the personal information necessary to perform their functions and are contractually required to protect your information in accordance with applicable privacy law.
Third-party service providers we use fall into the following functional categories:
Website analytics platforms: Collect anonymized data about website traffic and visitor behaviour to help us understand how our website is used and improve its performance.
Tag management platforms: Manage the deployment of analytics, advertising, and tracking tools on our website.
Search performance tools: Monitor and report on our website’s visibility in search engine results.
Online appointment and form providers: Process appointment requests and contact form submissions. Form submissions are delivered to our team by email and are not stored in a third-party database.
Communication and scheduling platforms: Facilitate appointment reminders, client communications, voicemail services, automated phone attendants, and other client communication functions.
Website hosting providers: Host and serve our website files and infrastructure.
Online advertising platforms: Deliver advertising to prospective clients in our local service area and provide campaign performance reporting.
Social media platforms: Support our social media presence and enable social sharing functionality on our website.
Online store providers: Process product orders and service requests submitted through our online store, including payment processing. Payment card details are handled directly by payment processing providers and are not retained by us.
We do not sell your personal information to third parties.
We use artificial intelligence and automated technologies to support the efficiency of our client communications and internal operations.
7.1 No Medical Decisions by AI
No artificial intelligence is used to make medical decisions about your pet. All clinical assessments and care decisions are made exclusively by licensed veterinarians.
7.2 Call Recording
Calls to our clinic may be recorded for quality assurance, staff training, and service improvement purposes. Callers are notified of recording at the start of each call. Call recordings are handled in accordance with applicable Canadian privacy law and are retained for a limited period consistent with Section 13 of this policy.
7.3 Automated Communications
We use automated communication tools to send appointment reminders, follow-up messages, and service notifications. These messages are generated based on your appointment data and communication preferences.
7.4 AI Interaction Disclosure
Our website and phone system may use AI-assisted tools, including a website chatbot and an automated phone attendant. Interactions with these tools may be reviewed by our team and used to improve service quality. Your use of these tools constitutes your acknowledgment that you may be interacting with an automated system. All AI-assisted tools are used in compliance with applicable law.
7.5 Your Rights Regarding AI
You may request to speak with a human team member at any time by contacting us directly. You may also request that information collected through automated interactions not be retained beyond the scope of your inquiry.
We implement reasonable administrative, technical, and physical safeguards to protect your personal information from unauthorized access, disclosure, alteration, or destruction. Measures include SSL encryption on our website, access controls for authorized personnel, and regular review of our data handling practices.
No method of electronic transmission or storage is completely secure. While we take commercially reasonable steps to protect your information, we cannot guarantee absolute security.
8.1 Data Breach Notification
In the event of a data breach that creates a real risk of significant harm to an individual, we will notify affected individuals and the applicable regulatory authority as required by applicable law.
Under PIPEDA, BC PIPA, and other applicable privacy laws, you may have the right to:
To exercise any of these rights, please contact us using the information in Section 16. We will respond within the timeframe required by applicable law. We will not discriminate against you for exercising your privacy rights.
We do not sell your personal information. We may share your information in the following circumstances:
Service providers: Third-party providers who perform services on our behalf, as described in Section 6.
Advertising partners: For the purpose of delivering relevant advertising in our local service area and measuring campaign effectiveness, as described in Section 5.4.
Legal and regulatory authorities: When required by law, court order, or regulatory obligation.
Business transfers: In the event of a merger, acquisition, or sale of all or part of our business, your personal information may be transferred as part of that transaction. We will notify you of any such change in accordance with this policy.
We require all parties with whom we share personal information to maintain appropriate privacy and security standards consistent with this policy and applicable law.
Our website and services are not directed at children under the age of 13. We do not knowingly collect personal information from children under 13 without verifiable parental or guardian consent. If you believe we have inadvertently collected information from a child under 13, please contact us and we will promptly delete that information.
Our website may contain links to external websites that are not operated by us. We are not responsible for the privacy practices or content of those websites. We encourage you to review the privacy policy of any website you visit before providing personal information.
Our social media pages are hosted on third-party platforms including Meta (Facebook and Instagram). Interactions with our social media content, including any information you provide on those platforms, are subject to the privacy policies of the respective platform operators. We do not control how those platforms collect, use, or share your information, and their data practices are governed independently of this policy.
We retain personal information for as long as necessary to fulfill the purposes for which it was collected, to provide ongoing services, and to comply with applicable legal, regulatory, and professional obligations. When personal information is no longer required for these purposes, we securely delete or anonymize it.
The retention period for different categories of information varies based on the nature of the information and the legal requirements applicable to that category.
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or applicable law. 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. Your continued use of our website and services after any changes constitutes your acceptance of the updated policy.
Our website is designed, built, and maintained by VSA Vet Media Inc., a veterinary digital marketing agency based in Vancouver, British Columbia. In performing these services, VSA Vet Media Inc. acts as a service provider and may have access to personal information collected through our website solely for the purpose of carrying out website development, maintenance, and related digital marketing services.
VSA Vet Media Inc. is contractually required to handle all personal information accessed in the course of its work in accordance with applicable Canadian privacy law and this Privacy Policy. VSA Vet Media Inc. does not use your personal information for its own independent purposes.
If you have questions, concerns, or requests related to this Privacy Policy or our privacy practices, please contact us:
Abby Veterinary Hospital and Emergency
Unit C, 2388 McCallum Rd
Abbotsford, BC V2S 3P4
Phone: +1 (604) 969-0911
Email: info.abbyer@gmail.com
We will acknowledge receipt of your privacy inquiry and respond within the timeframe required by applicable law.