Privacy policy

September 16, 2019
We at Alexandria Veterinary Clinic, are committed to protecting any data that we collect concerning you. By using our services, you agree to the use of the data that we collect per this Privacy Policy. The purpose of this Privacy Policy is to enable you to understand what personal information of yours is collected. How and when we might use or share your information. How you can correct any inaccuracies in the information. This Privacy Policy also explains our online information practices and the choices you can make about the way your information is collected and used.

Who We Are
Alexandria Veterinary Clinic is a locally owned business located in Eastern Ontario.

Your Consent
By using our website, products, or services, you’re acknowledging that you have agreed to, have read, and understood this Privacy Policy. You consent to Alexandria Veterinary Clinic using your information for the purposes and manner described in this Privacy Policy. Children under the age of 16 are required to have a parent or legal guardian consent to this Privacy Policy on their behalf to order services and products.

You may withdraw your consent to our management of your personal information, at any time, subject to legal and contractual restrictions, upon reasonable notice. However, such a withdrawal may reduce our ability to provide you with certain services. For more information on the implications of withdrawing your consent or to notify us of the withdrawal of your consent, please contact us directly at 613-525-4146.

Information Collected
We collect the following types of information from you to provide you with the services and products you purchased and for the purposes described below. We may collect any or all of the information via both automated means such as communications profiles or cookies.

Personal Information
The personal information we collect depends on the type of service and may include your name, address, telephone number, fax number, e-mail address, your pets name, dates of service provided, types of service provided, payment history, manner of payment, amount of payments, date of payments, medications, credit card or other payment information. The financial information will only be used to bill you for the services and products you purchased. If you purchase by credit card, this information may be forwarded to your credit card provider.

How We Use This Information
We use the information we collect from you for the following purposes:

  • The benefit and health of your family pet
  • To improve customer service by helping us to effectively respond to your service requests
  • To send you periodic e-mails concerning your pet, product or service information or news
  • To meet regulatory requirements (e.g., tax laws)

European Union Users
Data protection law in Europe requires a “lawful basis” for collecting and retaining personal information from citizens or residents of the European Union. Our lawful bases include:

  • Performing the service we have with you: We need your personal information to comply with our obligation to deliver our services or products to you
  • Legal compliance: Sometimes, the law says we need to collect and use your data. For example, tax laws require us to retain records of payments made for our products and services
  • Legitimate interests: This is a technical term in data protection law which essentially means we have a good and fair reason to use your data and we do so in ways which do not hurt your interests and rights. We sometimes require your data to pursue our legitimate interests in a way that might reasonably be expected as part of running our clinic, and that does not materially impact your rights, freedom, or interests. For example, we may use identity, device, and location information to prevent fraud and abuse and to keep our website, products, and services secure. We may also send you promotional communications or reminders about our services, subject to your right to control whether we do so
  • We analyze how users interact with our website, products, and services
  • We analyze the data to understand better which elements of the design are working well and which are not working so well
  • Data analysis is a toolset that allows us to develop and improve the quality of the online experience we offer to all our users

Cookies and Tracking
Your Internet browser has the in-built facility for storing small text files – “cookies” – that hold information which allow a website to recognize your account. We use cookies to save your preferences and login information and to provide personalized functionality. We may use cookies to collect, store, and sometimes track information for statistical purposes to improve the services we provide. More specifically, we use different types of cookies for different purposes:

  1. “Required cookies” are necessary for our website to work properly
  2. “Performance cookies” allow us to analyze how visitors use our website so we can measure and improve the performance of our website
  3. “Functional cookies” allow us to remember choices you may have made on our website, and
  4. “Advertising cookies” Alexandria Veterinary Clinic does not use cookies to track or monitor your actions on the Internet. However, we do not have control, nor can we prevent other parties from tracking your usage and monitoring what you do on the Internet
  5. “Referrals from internal and external affiliates as well as advertising campaigns.” We may use a third-party service provider to send e-mails that you have agreed to receive. Pixel tags and cookies may be used in those e-mail messages to help us measure the effectiveness of our marketing material and to enable us to provide more focused communications to you. You can reject cookies by changing your browser settings, but be aware that this will disable some of the functionality when visiting the website

Social Media
Our website includes social media features (such as the Facebook “Share” button). These features may collect your IP address and which page you are visiting on our website, and may set a cookie to enable the feature to function properly. Social media features and widgets may be hosted by a third party or directly on our website. Your interactions with these features are governed by the privacy policy of the company providing the feature.

Data and Information Submitted to Third Parties on Our Network
This Privacy Policy does not apply to data or personal information that may be submitted to or collected by, third-party websites hosted by Evolving Media & Design Inc. (“EvolvingMedia”) or to domain names registered by Evolving Media & Design Inc. (“EvolvingMedia”). Such websites and domain names are not owned or controlled by EvolvingMedia. You should independently evaluate the privacy policies of such third-party websites before submitting data or personal information to them.

E-mail Notifications
We may send you e-mail regarding service updates.

We want to communicate with you only if you want to hear from us. We try to keep e-mails to a minimum and give you the ability to opt in to any communications we send. You may opt-out of receiving e-mail communications by following the detailed unsubscribe instructions located at the bottom of each e-mail or by contacting our clinic directly and requesting to opt-out.

From time to time, we may provide you with necessary information (e.g., service-related announcements or legal information) to which you will not be able to opt-out.

Personal Information

The information we collect is used for billing and to provide service to our customers. We may study this information to determine our customers’ needs. We may also generate non-identifying and aggregate profiles from information that our customers provide during registration (such as the total number of customers in a given category). This aggregated and non-identifying information may be used in connection with our services.

We take reasonable precautions to prevent unauthorized access to your information. Accordingly, we may require you to provide additional forms of identity should you wish to obtain information about your account details.

Log Files
We use IP addresses to analyze trends, administer our site and servers, track access, and gather broad demographic information for aggregate use. IP addresses are not linked to personally identifiable information. However, it is possible that personal information about a customer may be included in the log files due to the normal functions of IP addresses and Web browsing.

Communication history information
Communications you send to us (e.g., questions, e-mail (We are required by Canadian Law to keep a backup of all e-mail correspondence for up to seven (7) years) or feedback).

Sensitive personal information
We ask that you do not send or disclose to us any sensitive personal information, including social insurance or social security numbers, information related to racial or ethnic origin, political opinions, religion or other beliefs, health, criminal background, or trade union membership.

Customer Surveys
We may use the contact and other information provided to follow up with customers who respond to our customer surveys to help resolve issues internally or with our third-party partners.

Partners and Sponsors
Some of our products or services are offered or promoted to our customers in conjunction with a partner or sponsor, or another brand or company within our corporate family. We may share your information with these parties to offer the product or service or to facilitate your use of additional amenities included with your service.

We may also disclose aggregate, anonymous data based on information collected from users to potential partners, reputable third parties and other companies or brands. We will only share your information with third parties that agree to maintain your information in confidence and to use it solely for the purpose of providing the product or service as agreed to by

Service Providers
We may transfer (or otherwise make available) your personal information to third parties that help us provide our services or provide services on our behalf. For example, we may use service providers to authorize and process payments, administer surveys or submit online forms. Your personal information may be maintained and processed by our third-party service providers in Canada or in the United States or in other jurisdictions. Our service providers are given the information they need to perform their designated functions, and we do not authorize them to use or disclose personal information for their own marketing or other purposes.

Online Advertisements
We do not share personally identifiable information about individual customers with advertisers. We may display online advertisements and we may share aggregated and non-identifying information about our customers that we collect through the appointment process or through online surveys.

Customer Surveys
We may share customer information obtained from customer surveys within Alexandria Veterinary Clinic, and with trusted third parties to develop or provide products and services that we believe would be of interest to our customers.

Law Enforcement and Special Cases
We cooperate with government and law enforcement officials to enforce and comply with the law. We will disclose any information about clients upon a valid request by government or law officials as we, in our sole discretion, believe necessary or appropriate to respond to claims and legal process (including without limitation subpoenas), to protect your property and rights, or the property and rights of a third party, to protect the safety of the public or any person, or to stop activity that we consider illegal or unethical.

Your Options Correcting/Updating Personal Information
If a customer’s information changes, or if a customer no longer desires our services, please contact our clinic by e-mail or call us directly.

By default, customers will receive invoices, reminders, or other mailings. Customers can opt-out of receiving e-mail and mailings by using the unsubscribe link in any e-mail or as otherwise provided in the communication.

Public Forums
Please remember that any information you may disclose or post on public areas of our websites or the Internet, becomes public information. You should exercise caution when deciding to disclose personal information in these public areas. In some cases, we may not be able to remove your personal information, in which case, we will let you know why we are unable to do so.

Data Security
Alexandria Veterinary Clinic uses technical security measures to prevent the loss, misuse, alternation or unauthorized disclosure of information under our control. Alexandria Veterinary Clinic uses security measures including and not limited to: physical, electronic and managerial procedures to safeguard and secure the information we collect. All sensitive information is collected on a secure server. When we ask customers or users to provide financial information (such as a credit card number) that data is protected by the banking institution used.

At Alexandria Veterinary Clinic, we take security seriously, and the security of your personal information is important to us. We employ a variety of security measures to maintain the safety of your personal information. For example, when using our veterinary services or ordering medication for your pet.

Your personal information is stored on secure servers or in secure file storage.

Please note, no method of transmission over the Internet or electronic storage is entirely secure, so we cannot guarantee its absolute security.

This website is not directed towards children, and we do not seek to collect any personal information from children. If we become aware that personal information from a child under the age of 16 has been collected, we will use all reasonable efforts to delete such information from our database.

Data Retention
We retain personal data we process on behalf of our patients for as long as needed to provide services under the relationship. We will retain and use this personal information as necessary to comply with our legal obligations, resolve disputes, enforce our agreements, and protect our legal rights.

We may retain backups to restore your patient data in case the data or account is accidentally or maliciously deleted, corrupted, or otherwise damaged.

Data Transfers
Your personal information will be collected and stored in Canada, except as otherwise described in this Privacy Policy. However, we work with trusted third-party service providers (e.g., domain name registrars and registries) around the world to provide you with our products and services. Consequently, some of your personal information may be transferred to other countries for processing. We conform to industry standards to help ensure that your privacy is protected and that any transfers of personal information are safeguarded during transit and at the recipient processor.

These third-party countries have their own laws governing data protection and government access to information. The rules that protect your personal information under these laws may be different than in your home country.

If you choose to use our website or services, you must agree to our Terms of Service, which set out the contract between Alexandria Veterinary Clinic and you. Further, you consent to have the necessary personal information transferred to trusted third-party service providers, located in Canada and other countries, for processing to provide you with the products and services for which you have contracted us.

Changes to this Policy
We reserve the right to revise, amend, or modify this Privacy Policy at any time and in any manner. However, if we plan to materially change how we plan to use previously collected personal information, we will provide you with advance notice prior to the change becoming effective and an opportunity to opt-out of such differing uses. We encourage you to periodically review this page for the latest information on our privacy practices.

Last Updated: September 16, 2019

Contacting Us
Concerns. Alexandria Veterinary Clinic encourages individuals covered by this Privacy Policy to raise any concerns about our processing of personal information by contacting Alexandria Veterinary Clinic at the address below.

21421 GlenRobertson Road,
Alexandria, ON, K0C 1A0

Alexandria Veterinary Clinic will seek to resolve any concerns and agrees to participate in the dispute resolution program.

Do you have any questions about our Privacy Policy?
Do you want to know what information we have collected about you?

Please e-mail us at or call us directly at 613-525-4146.