1. Introduction
This Privacy Policy explains how Urban Pet Hospital collects, uses, shares, and protects personal information when you visit our website at https://www.sfurbanpethospital.com, contact our clinic, schedule appointments, complete forms, or otherwise interact with us. By using our website or our services, you agree to the practices described in this Privacy Policy.
If you do not agree with the practices described here, please do not use our website or submit personal information to us.
2. Information We Collect
2.1 Information You Provide Directly
We collect personal information that you voluntarily provide when you contact us, complete forms, register as a new client, request a refill, request medical records, or communicate with our team. This may include:
- Your name, address, phone number, and email address
- Your pet’s name, species, breed, age, and health history
- Information you share with our staff during phone calls, text messages, or in-clinic conversations
- Information you submit through online forms, including new client registration and refill request forms
- Information you submit when registering for an appointment
- Payment information you provide when settling fees
2.2 Information Collected Automatically
When you visit our website, we and our service providers automatically collect certain information about your device and browsing activity. This may include:
- IP address and approximate geographic location
- Browser type and version
- Device type and operating system
- Pages visited, time spent on pages, and links clicked
- Referring website or search query
- Date and time of your visit
This information is collected through cookies, tags, and similar technologies as described in Section 5.
2.3 Communication Platforms
We use communication platforms to manage appointments, reminders, and follow-up messages. When you interact with us through phone, text message, email, or our website chatbot or automated phone attendant, the content of those communications may be collected and stored to support your pet’s care and our operations.
3. How We Use Your Information
We use the personal information we collect to:
- Provide veterinary services and follow-up care for your pet
- Schedule, confirm, and remind you of appointments
- Respond to your inquiries and service requests
- Process payments and manage billing
- Send service updates, appointment reminders, and educational communications
- Operate, improve, and personalize our website
- Measure website performance and understand how visitors use the site
- Deliver and measure advertising on third-party platforms
- Comply with applicable legal and regulatory obligations
- Protect against fraud, unauthorized access, and security threats
4. SMS and Text Message Communications
Urban Pet Hospital sends SMS and text messages to clients for appointment reminders, confirmations, follow-up care instructions, refill notifications, and general communications. SMS communications are governed by the Telephone Consumer Protection Act (TCPA).
By providing your mobile phone number to us, you consent to receive non-marketing transactional text messages related to your pet’s care. Where required by law, we obtain your express written consent before sending marketing or promotional text messages.
You can opt out of SMS communications at any time by replying STOP to any message. Message and data rates may apply depending on your wireless carrier. Reply HELP for assistance, or contact us at info@sfurbanpethospital.com.
5. Cookies and Similar Technologies
5.1 Types of Cookies
Our website uses cookies and similar technologies in the following categories:
- Essential cookies: Always active. Required for core website functionality, including page navigation, security, and access to secure areas. Cannot be disabled.
- Statistics cookies: Opt-in. Help us understand how visitors interact with our website by collecting and reporting information anonymously.
- Marketing cookies: Opt-in. Used to track visitors across websites in order to display relevant advertising and measure the effectiveness of our advertising.
5.2 Cookie Consent
When you first visit our website, you are presented with a cookie consent banner that allows you to accept or decline non-essential cookies. You can change your cookie preferences at any time through the cookie settings link in our website footer.
5.3 UOOM and GPC Recognition
Our website recognizes Universal Opt-Out Mechanisms (UOOM) and the Global Privacy Control (GPC) signal. When your browser sends a GPC signal, our website treats it as a valid opt-out request for the sale or sharing of personal information for targeted advertising, where applicable under law.
5.4 Online Advertising and Remarketing
We use online advertising and remarketing services to display relevant ads to visitors who have previously interacted with our website. These services use cookies, pixels, and similar technologies to identify visitors and serve targeted ads on third-party platforms.
Our advertising is targeted only to users within a local geographic radius around our clinic. We do not target users on a national or international basis.
You can opt out of personalized advertising through the following resources:
- Google Ads Settings: https://www.google.com/settings/ads
- Network Advertising Initiative: https://www.networkadvertising.org/managing/opt_out.asp
6. Third-Party Services
We work with third-party service providers that help us operate our business, deliver our services, and improve your experience. These providers are referenced by functional category only:
- Website hosting and content delivery providers
- Practice management software providers
- Client communication platform providers
- Online form and appointment booking providers
- Analytics and performance measurement providers
- Advertising and audience measurement providers
- Payment processing providers
- Email and messaging service providers
- AI-assisted communication providers (see Section 7)
These providers process personal information on our behalf only as needed to deliver their services, and they are required to follow appropriate confidentiality and security obligations.
7. AI-Assisted Tools
Urban Pet Hospital uses artificial intelligence (AI) and automated tools to support our communications and operations. These tools include voicemail transcription, call categorization, automated appointment reminders, a chatbot or interactive voice phone attendant, and review response suggestions.
7.1 No Medical Decisions by AI
AI-assisted tools are used to support administrative and communication functions only. No medical or clinical decisions about your pet are made by AI. All clinical recommendations and decisions are made by licensed veterinarians who have examined your pet.
7.2 Call Recording
Phone calls to and from Urban Pet Hospital may be recorded for quality assurance, training, and service improvement purposes. Under California Penal Code Section 632, the recording of confidential communications requires the consent of all parties to the call. By continuing the call after our automated notice or in-person notice that the call may be recorded, you consent to the recording of the call in accordance with applicable California law.
If you do not wish to be recorded, please let us know at the start of the call, and we will continue without recording or arrange an alternative method of communication.
7.3 Automated Communications
You may receive automated text messages, emails, or phone calls from us for appointment reminders, confirmations, follow-up notes, or refill notifications. You may opt out of automated marketing communications at any time. Transactional communications related to scheduled care for your pet may continue regardless of marketing opt-out preferences.
7.4 AI Interaction Disclosure
When you interact with our website chatbot or call our automated phone attendant, you may initially be assisted by an AI-powered tool. If your inquiry requires a human team member, the AI tool will route your call or message to the appropriate person on our team.
7.5 AI Rights
You have the right to request that decisions or communications affecting you be reviewed by a human team member rather than processed only by AI. To request human review, contact us at info@sfurbanpethospital.com.
8. Data Protection and Security
We implement reasonable administrative, technical, and physical safeguards designed to protect the personal information we collect from unauthorized access, use, disclosure, alteration, and destruction. No method of transmission over the Internet or method of electronic 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 you as required by applicable law.
9. Privacy Rights
Depending on your state of residence and applicable law, you may have rights regarding the personal information we collect about you. We respect all applicable US state consumer privacy laws.
If you are a California resident, the California Consumer Privacy Act (Cal. Civ. Code Section 1798.100 et seq.) as amended by the California Privacy Rights Act gives you the following rights:
- The right to know what personal information we collect, use, disclose, and sell or share
- The right to access the personal information we have collected about you
- The right to delete personal information we have collected from you, subject to certain exceptions
- The right to correct inaccurate personal information
- The right to data portability
- The right to opt out of the sale or sharing of personal information for cross-context behavioral advertising
- The right to limit the use and disclosure of sensitive personal information
- The right not to be discriminated or retaliated against for exercising your privacy rights
To exercise any of these rights, please see the “Do Not Sell or Share My Personal Information” section at the bottom of this Privacy Policy, or contact us at info@sfurbanpethospital.com. We will respond to verified consumer requests within the timeframe required by the applicable statute.
If you are a resident of a US state other than California, you may have similar rights under your state’s applicable consumer privacy law. To exercise any applicable rights, contact us at info@sfurbanpethospital.com.
10. Sharing of Information
We do not sell personal information in the traditional sense of exchanging it for monetary compensation. However, under the California Consumer Privacy Act as amended by the California Privacy Rights Act, certain uses of cookies and similar technologies for cross-context behavioral advertising may be considered “sharing” of personal information.
Categories of personal information that may be shared for targeted advertising purposes include online identifiers, internet activity information, and inferences drawn from that information. We share this information with advertising and audience measurement providers in order to deliver relevant local advertising and to measure advertising effectiveness.
You may opt out of this sharing at any time through the cookie consent banner on our website, by activating the GPC signal in your browser, or by visiting the “Do Not Sell or Share My Personal Information” section at the bottom of this Privacy Policy.
Beyond the sharing described above, we may also disclose personal information to service providers acting on our behalf, to legal authorities when required by law, and to protect the rights, property, or safety of Urban Pet Hospital, our clients, or others.
11. Children’s Privacy
Our website is not directed to children under the age of 13, and we do not knowingly collect personal information from children under 13. If we learn that we have collected personal information from a child under 13 without verified parental consent, we will delete that information promptly. If you believe your child has provided personal information to us without your consent, please contact us at info@sfurbanpethospital.com.
12. Links to External Websites
Our website may contain links to third-party websites, including social media platforms, government resources, and educational content. These links are provided for convenience only. We are not responsible for the privacy practices or content of any third-party website. We encourage you to review the privacy policy of any third-party website you visit.
Our website may also include content from social media platforms including Facebook, Instagram, and similar services operated by Meta Platforms, Inc. Interaction with this content may result in information being collected by Meta in accordance with Meta’s own privacy policies. We do not control how Meta collects, uses, or stores information collected through its platforms.
13. Data Retention
We retain personal information for as long as necessary to fulfill the purposes described in this Privacy Policy, to comply with our legal and regulatory obligations, to resolve disputes, and to enforce our agreements. Veterinary records are retained for the period required by applicable state law governing veterinary medical records.
14. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, our services, or applicable law. The “Effective Date” at the top of this policy reflects the most recent revision. We encourage you to review this Privacy Policy periodically. Your continued use of our website or our services following any changes constitutes your acceptance of the updated Privacy Policy.
15. Website Design and Management
This website is designed, developed, and managed by VSA Vet Media Inc. on behalf of Urban Pet Hospital. VSA Vet Media Inc. acts as a service provider to Urban Pet Hospital and processes personal information only as needed to operate and maintain this website and the related digital services.
The cookie consent management on this website is configured by VSA Vet Media Inc. as part of website operations. Form submissions, analytics, and advertising integrations are managed through service providers selected and configured by VSA Vet Media Inc. on Urban Pet Hospital’s behalf.
16. Contact Information
If you have questions, concerns, or requests related to this Privacy Policy or our privacy practices, please contact us at:
Urban Pet Hospital
2308 Lombard St, San Francisco, CA 94123
Phone: (415) 400-5754
Email: info@sfurbanpethospital.com
Website: https://www.sfurbanpethospital.com