1. INTRODUCTION
Aurora North Pet Clinic (“Aurora North Pet Clinic,” “the Clinic,” “we,” “us,” or “our”) is
committed to protecting the privacy, confidentiality, accuracy, and security of the personal
information we collect, use, and disclose in the course of providing veterinary services.
This Privacy Policy is established in accordance with the Personal Information Protection and
Electronic Documents Act (PIPEDA), Canada’s Anti-Spam Legislation (CASL), and
applicable laws of the Province of Ontario.
This document explains how we collect, use, disclose, retain, and safeguard personal
information, including information collected through our website and SMS/text messaging
services.
By using our services, providing your personal information, or opting in to receive
communications from us, you consent to the practices described in this Policy.

2. DEFINITIONS
For the purposes of this Policy:
 “Personal Information” means information about an identifiable individual, as defined
under PIPEDA.
 “Client” means any individual who engages Aurora North Pet Clinic for veterinary
services.
 “SMS Program” refers to our text messaging communications system.
3. INFORMATION WE

COLLECT
We may collect, use, and maintain the following categories of Personal Information:
1. Client identification information (name, address, telephone number, email address).
2. Mobile phone number for SMS communications.
3. Pet identification and medical information.
4. Appointment and service records.
5. Billing and payment information.
6. Communications between you and the Clinic, including SMS messages.
7. Website-submitted information.

We limit collection to information that is reasonably necessary for the purposes identified in this
Policy.

4. PURPOSES FOR COLLECTION AND USE
Aurora North Pet Clinic collects and uses Personal Information for the following purposes:
 Scheduling and confirming appointments.
 Providing veterinary medical services and follow-up care.
 Sending appointment reminders, service notifications, clinic closure notices, and seasonal
or preventative care reminders.
 Improve client communications/services.
 Processing payments and maintaining accounting records.
 Maintaining records as outlined by the College of Veterinarians of Ontario.
 Managing and improving clinic operations.
We will not use Personal Information for purposes other than those identified without obtaining
further consent, unless permitted or required by law.

5. CONSENT
Knowledge and consent—whether express or implied, depending on the circumstances—are
required for the collection, use, or disclosure of Personal Information, except where otherwise
permitted or required by law.
By providing your Personal Information and/or opting into SMS communications, you provide
express consent to its collection, use, and disclosure as outlined in this Policy.
Consent to receive SMS communications is voluntary and is not a condition of receiving
veterinary services. You may withdraw consent at any time by contacting the Clinic (see Section
12). Withdrawal of consent for SMS communications does not affect appointment reminders
previously scheduled prior to opt-out processing, however it may limit our ability to
communicate with clients & provide services.

6. SMS/TEXT MESSAGING COMMUNICATIONS
If you provide your mobile telephone number and opt in to receive SMS communications, you
may receive text messages relating to:
 Upcoming appointments
 Scheduled services
 Treatment follow-ups
 General client communications/services
Message frequency may vary. Message and data rates will apply directly to your account by your
cellular mobile carrier as per your service contract with them. The Client is responsible for the
payment of such charges imposed by their carrier.

The Clinic does not send promotional or marketing text messages unless separate express
consent is obtained.
SMS communications are not monitored in real time and should not be relied upon for
critical/urgent as well as non-critical/non-urgent medical &/or general matters. The Clinic is not
responsible for delays in receipt, transmission, or review of SMS communications. If you need
an immediate help to address any pet health related inquiries, please contact us directly by
telephone during business hours or contact nearby 24hrs vet hospital or any other available
veterinary care team.

7. MOBILE OPT-IN DATA PROTECTION
No mobile opt-in data or numbers will be shared with third parties or affiliates for marketing or
promotional purposes.
SMS opt-in data and consent records are used solely for the administration of the SMS Program
and will not be shared with third parties for marketing or promotional purposes.
We do not sell, rent, or trade Personal Information.

8. DISCLOSURE OF PERSONAL INFORMATION
We may disclose Personal Information only in the following circumstances:
 To authorized employees or contractors who require the information to perform their
duties.
 To trusted third-party service providers (e.g., payment processors, practice management
software providers) under contractual confidentiality obligations.
 Where required or permitted by law, court order, or regulatory authority.
 To protect the legal rights, safety, or property of the Clinic, its staff, clients, or others.
All service providers are required to safeguard Personal Information in accordance with
applicable privacy laws.
Personal Information may be processed or stored outside of Canada by third-party service
providers. In such cases, the information may be subject to the laws of the jurisdiction in which it
is processed. Where Personal Information is processed by third-party service providers, the
Clinic expects those providers to practice appropriate safeguards. By providing your Personal
Information, you acknowledge and agree that it may be transferred to and processed in
jurisdictions outside Canada.

9. SAFEGUARDS
Aurora North Pet Clinic employs reasonable administrative, technical, and physical safeguards
appropriate to the sensitivity of the information to protect against:
 Loss
 Theft

 Unauthorized access
 Disclosure
 Copying
 Use or modification
While Aurora North Pet Clinic takes reasonable steps to safeguard Personal Information however
no method of use, transmission or storage is completely secure. The Clinic does not guarantee
the absolute security of personal information or an uninterrupted availability of such services and
shall not be liable for any direct, indirect, incidental or consequential damages arising from
system failures.
In the event of a breach of security safeguards involving Personal Information that poses a real
risk of significant harm, Aurora North Pet Clinic will comply with its obligations under
applicable privacy laws, including notification to affected individuals and regulatory authorities
where required.

10. RETENTION OF PERSONAL INFORMATION
Aurora North Pet Clinic retains Personal Information only for as long as necessary to fulfill the
purposes for which it was collected and to comply with applicable legal, regulatory, professional,
and operational requirements.
In accordance with applicable veterinary professional standards and regulatory obligations in
Ontario, client and patient records are retained for a minimum period of five (5) years from the
date of the last entry in the record, or such longer period as may be required by law or
professional regulation.
Where Personal Information is no longer required to be retained, it will be securely destroyed,
erased, or anonymized in a manner appropriate to the sensitivity of the information.

11. ACCESS AND CORRECTION
You have the right to request access to your Personal Information and to request corrections to
inaccurate or incomplete information, subject to limited legal exceptions.
Requests must be submitted in writing to the contact information below. We will respond to
access requests within the timeframes required by applicable privacy legislation.

12. CONTACT INFORMATION
Aurora North Pet Clinic
239 Earl Stewart Dr, Unit #4
Aurora, Ontario, L4G 7Y3
Telephone: 905 – 727 -2753
Email: auroranorthpetclinic@gmail.com
Questions or complaints regarding privacy practices may be directed to the Clinic using the
contact information above.

Aurora North Pet Clinic has designated an individual responsible for privacy compliance and
oversight. Privacy-related inquiries may be directed to the contact information above.
SMS TERMS OF USE
Aurora North Pet Clinic SMS Terms of Use
By opting into our SMS Program, you agree to the following terms:
1. Program Description
You will receive messages related to upcoming appointments, scheduled services, and general
customer care.
2. Opt-Out
You can cancel the SMS service at any time. Simply text “STOP” in reply to any message.
After you send the SMS message “STOP” to us, we will send you an SMS message confirming
that you have been unsubscribed. After this confirmation, you will no longer receive SMS
messages from us.
To re-subscribe and opt back in, text “START”.
3. Assistance
If you are experiencing issues with the messaging program, reply with the keyword “HELP” for
assistance or instructions on how to unsubscribe.
4. Carrier Disclaimer
Carriers are not liable for any delayed or undelivered messages.
5. Message Frequency and Charges
Message frequency may vary.
Message and data rates may apply for any messages sent to you from us and from you to us. For
questions regarding your text plan or data plan, please contact your wireless provider.
6. Privacy
Your information will be handled in accordance with the Privacy Policy above.