Privacy Policy

1. Introduction

Universal Pet Hospital (“we,” “us,” or “our”) operates the website at https://universalpethospital.com/ (the “Site”). This Privacy Policy describes how we collect, use, disclose, and protect personal information in connection with your use of our Site and our veterinary services.

By using this Site, you agree to the collection and use of personal information in accordance with this Privacy Policy.

2. Information We Collect

2.1 Information You Provide Directly

We collect personal information that you voluntarily provide to us when you:

• Complete an online form or appointment request
• Register as a new client
• Contact us by phone, email, or website form
• Sign consent or service forms
• Opt in to SMS or email communications

The types of personal information you may provide include your name, mailing address, phone number, email address, pet information, and other details relevant to your veterinary care.

2.2 Information Collected Automatically

When you visit our Site, certain information is collected automatically through cookies and similar tracking technologies, including:

• IP address and general geographic location
• Browser type and device information
• Pages visited and time spent on the Site
• Referring URL and navigation behavior
• Interactions with our content and features

2.3 Communication Platforms

When you communicate with us by phone, text message, or through our automated communication systems, we may collect and retain records of those communications in accordance with applicable law. This includes voicemail messages, call recordings, and text message histories where permitted.

3. How We Use Your Information

We use the personal information we collect for the following purposes:

• To provide, schedule, and manage veterinary services
• To communicate with you regarding appointments, reminders, and follow-up care
• To respond to your inquiries and service requests
• To process online forms and appointment bookings
• To send SMS communications where you have opted in
• To analyze website usage and improve our Site’s performance and content
• To administer online advertising campaigns and measure their effectiveness
• To retarget prior website visitors through online advertising platforms
• To comply with applicable legal obligations and professional standards

4. SMS and Text Message Communications

By providing your mobile phone number and opting in to SMS communications, you consent to receive text messages from Universal Pet Hospital regarding appointment reminders, service updates, and related communications. Message and data rates may apply. Message frequency varies depending on your activity and preferences.

To opt out of SMS communications at any time, reply STOP to any message you receive from us. For help, reply HELP or contact us at uph.staff@gmail.com. We will process your opt-out request promptly.

This SMS program is governed by the Telephone Consumer Protection Act (TCPA). Your consent to receive SMS messages is not a condition of receiving veterinary services from us. Mobile carriers are not liable for delayed or undelivered messages.

5. Cookies and Tracking Technologies

5.1 Types of Cookies

We use the following categories of cookies on our Site:

• Essential Cookies: These cookies are necessary for the Site to function correctly. They enable core functionality such as security, navigation, and accessibility. Essential cookies are always active and cannot be disabled through our consent settings.
• Statistics Cookies: These cookies collect anonymous information about how visitors use our Site, including which pages are visited most often and how visitors navigate between pages. This data is used to improve Site performance and the user experience. Statistics cookies are activated only with your consent.
• Marketing Cookies: These cookies track visitors across websites and support the delivery of advertisements relevant to individual users. They also help us measure the effectiveness of our advertising campaigns. Marketing cookies are activated only with your consent.

5.2 Cookie Consent

When you first visit our Site, you will be presented with a cookie consent banner configured by VSA Vet Media Inc. You may accept all cookie categories, select specific categories, or decline non-essential cookies. Your preferences are stored and can be updated at any time through the cookie settings link on our Site.

5.3 Global Privacy Control and Universal Opt-Out

We recognize the Global Privacy Control (GPC) signal and Universal Opt-Out Mechanism (UOOM) as valid expressions of your right to opt out of the sale and sharing of personal information, as required under applicable law. If your browser or device transmits a GPC signal, we will treat it as a request to opt out of the sale and sharing of your personal information for targeted advertising purposes.

5.4 Online Advertising and Remarketing

We use online advertising services to display relevant advertisements to users who have previously visited our Site. These services may use cookies and similar tracking technologies to serve ads across third-party websites and platforms based on your prior browsing activity.

You may opt out of interest-based advertising through the following resources:

• Google Ad Settings: https://www.google.com/settings/ads
• Network Advertising Initiative Opt-Out: https://www.networkadvertising.org/managing/opt_out.asp

Opting out of interest-based advertising does not mean you will stop seeing advertisements. It means the advertisements you see will not be personalized based on your browsing behavior.

6. Third-Party Services

To operate our Site and deliver our services, we work with third-party service providers in the following functional categories:

• Website hosting and infrastructure providers
• Analytics and website performance providers
• Online advertising and remarketing platforms
• Online form and appointment booking providers
• Client communication and practice management providers
• AI-assisted communication and automation providers

These providers are authorized to use your personal information only to the extent necessary to provide services on our behalf. We do not sell your personal information to third-party service providers.

7. AI-Assisted Tools

7.1 No Medical Decisions by AI

Artificial intelligence tools used in connection with our website and communication platforms do not make veterinary decisions. Any AI-assisted content or communication is provided for informational and administrative purposes only. All clinical judgments and care decisions are made exclusively by licensed veterinary professionals.

7.2 Call Recording and All-Party Consent

Telephone calls to and from our practice may be recorded for quality assurance and staff training purposes. Under California Penal Code Section 632, all parties to a telephone call must consent to its recording. By calling us, you acknowledge and consent to the recording of the call. If you do not wish for the call to be recorded, please inform us at the beginning of the call and we will make reasonable accommodations.

7.3 Automated Communications

We use automated communication tools to send appointment reminders, follow-up messages, and other administrative notifications. These automated messages are generated based on your appointment records and stated communication preferences. You may opt out of automated communications at any time by contacting us directly at uph.staff@gmail.com or (650) 362-7969.

7.4 AI Interaction Disclosure

Some communications you receive from us, including voicemail transcriptions, appointment reminders, and responses generated by automated phone attendants, may be created or enhanced using artificial intelligence. Where AI is used in direct communication with clients, it functions as an administrative support tool and not as a substitute for professional veterinary judgment.

7.5 Your Rights Regarding AI

You have the right to request that any interaction with our AI-assisted communication tools be reviewed by a human member of our team. To make such a request, contact us at uph.staff@gmail.com or call (650) 362-7969 during clinic hours.

8. Data Protection and Security

We implement reasonable administrative, technical, and physical safeguards to protect your personal information from unauthorized access, use, disclosure, alteration, or destruction. While we use commercially reasonable means to protect your information, no method of electronic storage or internet transmission 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. Your Privacy Rights

California Residents

If you are a California resident, you have the following rights under the California Consumer Privacy Act (Cal. Civ. Code Section 1798.100 et seq.) as amended by the California Privacy Rights Act:

• Right to Know and Access: You may request information about the categories and specific pieces of personal information we have collected about you, how it is used, and how it is disclosed.
• Right to Delete: You may request that we delete personal information we have collected from you, subject to certain legal exceptions.
• Right to Correct: You may request that we correct inaccurate personal information we hold about you.
• Right to Data Portability: You may request to receive your personal information in a portable and readily usable format.
• Right to Opt Out of Sale and Sharing: You may opt out of the sale or sharing of your personal information for targeted advertising purposes. See the “Do Not Sell or Share My Personal Information” section at the bottom of this policy.
• Right to Limit Use of Sensitive Personal Information: You may limit our use of sensitive personal information to purposes permitted by applicable law.
• Right to Non-Discrimination and Non-Retaliation: We will not discriminate against you or retaliate against you for exercising any of your privacy rights.

To exercise any of these rights, contact us at uph.staff@gmail.com or (650) 362-7969. We will respond within the timeframe required by the applicable statute.

Residents of Other US States

We respect all applicable US state consumer privacy laws. Depending on your state of residence, you may have rights regarding your personal information, including the right to access, correct, or delete your data. To exercise any applicable rights, contact us at uph.staff@gmail.com.

10. Sharing of Information

We do not sell your personal information to third parties in exchange for monetary compensation. However, as a California business using third-party advertising and analytics platforms, we may share certain categories of personal information with those providers in a manner that may constitute “sharing” under the California Consumer Privacy Act (Cal. Civ. Code Section 1798.100 et seq.) as amended by the California Privacy Rights Act.

The categories of personal information that may be shared for targeted advertising purposes include:

• Online identifiers such as IP addresses, device identifiers, and cookie IDs
• Internet or network activity information such as browsing behavior on our Site
• General location information derived from IP address

You have the right to opt out of this sharing at any time. See the “Do Not Sell or Share My Personal Information” section at the bottom of this policy, or update your preferences through our cookie consent settings.

11. Children’s Privacy

Our Site and services are not directed at children under the age of 13. We do not knowingly collect personal information from children under 13. If you believe we have inadvertently collected personal information from a child under 13, please contact us immediately at uph.staff@gmail.com and we will take prompt steps to delete that information.

12. Links to External Websites

Our Site may contain links to third-party websites. These links are provided for your convenience only. We do not control and are not responsible for the content, privacy practices, or security of any linked third-party website. Visiting a linked website is entirely at your own risk, and we encourage you to review the privacy policy of any external website you visit.

Our website may also connect with or interact with platforms operated by Meta Platforms, Inc. (including Facebook and Instagram). Any information collected through those platforms is governed by Meta’s own privacy policy and data practices, which are independent of this policy. We encourage you to review Meta’s privacy documentation directly. We are not responsible for how Meta Platforms, Inc. collects, uses, or discloses your information through its platforms.

13. Data Retention

We retain personal information for as long as necessary to fulfill the purposes described in this Privacy Policy, comply with our legal obligations, resolve disputes, and enforce our agreements. When personal information is no longer required for these purposes, we take reasonable steps to securely delete or de-identify it in accordance with applicable law.

14. Changes to This Privacy Policy

We reserve the right to update this Privacy Policy at any time. When changes are made, we will revise the effective date at the top of this page. Your continued use of our Site following any update constitutes your acceptance of the revised Privacy Policy. We encourage you to review this policy periodically.

15. Website Design and Management

This website is designed and managed by VSA Vet Media Inc. on behalf of Universal Pet Hospital. VSA Vet Media Inc. is a digital marketing agency and is not a veterinary practice. VSA Vet Media Inc. assists with website configuration, including the setup of cookie consent management and third-party integrations, in accordance with the direction and instructions of Universal Pet Hospital.

16. Contact Information

If you have questions or concerns about this Privacy Policy or our data practices, please contact us:

Universal Pet Hospital
3337 El Camino Real, Palo Alto, CA 94306
Phone: (650) 362-7969
Email: uph.staff@gmail.com
Website: https://universalpethospital.com/