1. Introduction

Ocean Avenue Veterinary Hospital (“we,” “our,” or “us”) is committed to protecting the privacy and personal information of our clients, website visitors, and their families. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website at oceanavevethosp.com, interact with our online forms, call or text our practice, use our communication platforms, or engage with any of our digital services.

We are located at 1001 Ocean Ave., San Francisco, CA 94112. As a California-based business, we comply with the California Consumer Privacy Act as amended by the California Privacy Rights Act (CCPA/CPRA). Because we serve clients who may reside in any US state, this policy is also designed to address the requirements of the comprehensive consumer privacy laws enacted across US states including Virginia, Colorado, Connecticut, Texas, Oregon, Montana, Utah, Iowa, Delaware, New Jersey, New Hampshire, Tennessee, Minnesota, Maryland, Nebraska, Indiana, Kentucky, and Rhode Island.

By using our website, calling our practice, or submitting information through our forms, you acknowledge that you have read and understood this Privacy Policy. If you do not agree with the practices described herein, please discontinue use of our website and digital services.

2. Information We Collect

2.1 Information You Provide Directly

When you fill out a form, request an appointment, register as a new client, or contact us, you may voluntarily provide:

• Your name (first and last)
• Email address
• Phone number (including mobile)
• Mailing address
• Pet name, species, breed, age, and relevant medical details
• Appointment requests and service inquiries
• Feedback, questions, or other messages submitted through our website forms

Please do not submit sensitive information such as payment card details, Social Security numbers, or detailed medical records through our website forms. Such information should be provided directly to our staff in person or over the phone.

2.2 Information Collected Automatically

When you visit our website, certain information may be collected automatically through cookies and similar tracking technologies, subject to your consent choices:

• IP address (which may be anonymized)
• Browser type and version
• Device type and operating system
• Pages visited and time spent on each page
• Referring website or search terms
• General geographic location (city and region level — no precise GPS data is collected)

This information is used solely to monitor website performance, improve user experience, maintain site security, and analyze aggregate usage patterns. We do not use this data to personally identify individual visitors.

2.3 Information Collected Through Communication Platforms

When you call, text, or otherwise communicate with our practice through our phone system and communication platforms, the following information may be collected and processed:

• Your phone number and caller identification data
• Call recordings (see Section 7 for details on call recording and AI processing)
• Voicemail messages and transcriptions
• Text message content and metadata
• Appointment booking details submitted through scheduling tools

This information is collected and processed by our third-party communication platform providers as described in Section 6.

3. How We Use Your Information

We use the information we collect for the following purposes:

• To schedule and manage veterinary appointments
• To respond to inquiries, feedback, and service requests
• To send appointment reminders, confirmations, and follow-up communications
• To process new client and patient registration
• To fulfill medication refill requests
• To improve the functionality and content of our website
• To analyze call and communication data for quality assurance, training, and operational improvement
• To comply with legal obligations

We do not sell, rent, lease, or trade your personal information to third parties for their marketing purposes.

4. SMS and Text Message Communications

If you provide your mobile phone number and consent to receive text messages from Ocean Avenue Veterinary Hospital, we may send you communications including appointment reminders, appointment confirmations, health and wellness information, promotional offers, and general updates related to our services. Some of these text messages may be generated or assisted by AI-powered tools as part of our communication platform’s standard functionality.

Consent: By submitting a form on our website that includes SMS consent language, or by opting in to receive text messages from our practice, you agree to receive recurring text messages from us. Message and data rates may apply. Message frequency will vary.

Opt-Out: You may opt out of receiving text messages at any time by replying STOP to any message you receive. After opting out, you will receive a single confirmation message and will no longer receive text communications from us.

Help: For customer care or questions about our text messaging program, reply HELP to any message or contact us at (415) 586-5327.

We do not share your mobile phone number with third parties for their marketing purposes. Consent to receive text messages is not required as a condition of purchasing any goods or services from us.

5. Cookies and Tracking Technologies

Our website uses cookies and similar tracking technologies to enhance your browsing experience, analyze website traffic, and understand user behavior.

5.1 Types of Cookies We Use

• Strictly Necessary Cookies: Essential for basic website functionality, such as navigation and access to secure areas.
• Performance and Analytics Cookies: Help us understand how visitors use our website by collecting anonymous usage data. This includes Google Analytics 4 (GA4) and Google Tag Manager (GTM).
• Functional Cookies: Enable enhanced functionality and personalization, such as remembering your preferences.
• Advertising and Marketing Cookies: Used to deliver relevant advertisements and measure the effectiveness of advertising campaigns. This may include Meta Pixel and other marketing tracking tools.

5.2 Cookie Consent Mechanism

When you first visit our website, a cookie consent banner will be displayed allowing you to accept or decline non-essential cookies. You may also manage your cookie preferences at any time through your browser settings or by clicking the cookie settings link in the footer of our website. Blocking certain cookies may affect the functionality of our website.

Website tracking and advertising technologies are configured by VSA Vet Media Inc. on our behalf. If you decline cookies through our consent banner, non-essential tracking will be disabled.

5.3 Universal Opt-Out Mechanism (UOOM) Recognition

Our website recognizes and honors Universal Opt-Out Mechanism signals, including the Global Privacy Control (GPC) browser signal. If your browser transmits a GPC signal, we treat it as a valid opt-out request for the sale or sharing of personal information under applicable US state privacy laws. When a GPC signal is detected, non-essential tracking technologies (including Meta Pixel) will not be activated.

5.4 Disclosure Regarding Meta Pixel and “Sharing”

Under the CCPA/CPRA and similar US state privacy laws, making personal information available to a third party for cross-context behavioral advertising may constitute “sharing” of personal information. When Meta Pixel is active on our website, visitor interaction data is transmitted to Meta Platforms, Inc. for advertising measurement and delivery purposes. This activity may constitute “sharing” as defined under applicable law.

This sharing occurs only when you have affirmatively consented through our cookie consent banner, or when you have not transmitted a Universal Opt-Out Mechanism signal. If you reject non-essential cookies or if your browser sends a GPC signal, Meta Pixel does not load and no data is transmitted to Meta.

We do not sell personal information as that term is defined under the CCPA/CPRA or any other applicable US state privacy law.

6. Third-Party Services

Our website and practice operations integrate with the following third-party platforms. Each of these services may collect personal information as described below. These are direct vendor relationships between our practice and the platform providers.

VetHero

We use VetHero to power certain online forms on our website, including appointment request forms and client registration forms. When you submit a form powered by VetHero, the following information may be collected: your name, email address, phone number, pet information, and any details you include in the form. VetHero processes this data on our behalf to deliver your submission to our practice.

Weave

We use Weave as our communication and scheduling platform. Weave facilitates appointment booking, text messaging, phone call routing, call recording, voicemail management, and automated reminders. Weave’s platform includes AI-powered features that may be used for purposes such as voicemail transcription, call categorization and analysis, automated message suggestions, and review response assistance. When you interact with our practice through Weave’s services, your name, phone number, email, appointment details, call recordings, and message content may be processed. See Section 7 for more details on AI-assisted tools and call recording.

VetsFirstChoice

Our online store is operated through VetsFirstChoice. When you access our online store or place an order, VetsFirstChoice may collect your name, contact information, pet details, and payment information in accordance with their own privacy policy. We encourage you to review VetsFirstChoice’s privacy practices before making a purchase.

Google Analytics and Advertising

We use Google Analytics 4, Google Tag Manager, and Meta Pixel to analyze website traffic and measure the effectiveness of our advertising campaigns. These tools collect anonymized or pseudonymized data including page views, session duration, device type, and general location, subject to your cookie consent choices as described in Section 5. No personally identifiable information is intentionally collected through these analytics tools.

Website Hosting

Our website is hosted on secure Hostinger servers. Hostinger may collect server log data including IP addresses and access timestamps as part of standard hosting operations.

7. AI-Assisted Tools and Technologies

Some of the third-party platforms and communication systems used by Ocean Avenue Veterinary Hospital incorporate artificial intelligence (AI) or automated processing features as part of their standard functionality. These AI-assisted capabilities may include, but are not limited to:

• Automated voicemail transcription and call summarization
• AI-assisted call categorization and analysis
• Automated appointment reminders, confirmations, and follow-up messages
• AI-generated suggested responses to client reviews, emails, or text messages
• Chatbot or virtual assistant functionality on our website or communication platforms
• Automated phone attendant or interactive voice response (IVR) systems
• Predictive scheduling, automated triage questionnaires, or intake form pre-population
• Automated spam and fraud detection on forms and communication channels

These features are built into the third-party platforms we use and may be updated, expanded, or modified by those platform providers over time. Ocean Avenue Veterinary Hospital does not develop or train these AI systems. We use them as tools to support our administrative and communication operations.

7.1 No Veterinary Medical Decisions Are Made by AI

AI-assisted tools used by Ocean Avenue Veterinary Hospital are limited to administrative, scheduling, and communication functions. No AI system is used to diagnose, treat, prescribe, or make clinical decisions about your pet’s health. All medical decisions are made by our licensed veterinarians in accordance with the standards of practice established by the California Veterinary Medical Board (VMB) and the California Veterinary Medicine Practice Act.

7.2 Call Recording and AI Processing

Phone calls to Ocean Avenue Veterinary Hospital may be recorded for quality assurance, training, and operational purposes. In accordance with California Penal Code §632 and the California Invasion of Privacy Act, we inform you at the beginning of each call that the call may be recorded. By continuing the call after this disclosure, you provide implied consent to the recording as recognized under California law. Recorded calls may be processed by AI-powered tools for purposes such as transcription, call categorization, and identifying scheduling or follow-up needs. If you do not wish to have your call recorded or processed by AI-assisted tools, please inform our staff at the beginning of your call and we will accommodate your request.

7.3 Automated Communications

You may receive automated text messages, emails, or other communications generated or assisted by AI on behalf of Ocean Avenue Veterinary Hospital. These may include appointment reminders, follow-up messages, review requests, and responses to your inquiries. While AI tools may assist in drafting or sending these communications, our staff reviews and oversees all substantive client communications.

7.4 AI Interaction Disclosure

If you interact with a chatbot, virtual assistant, or automated phone system on our website or phone line, you may be interacting with an AI-powered system rather than a human staff member. In compliance with applicable state laws, including the Colorado AI Act (SB 24-205), the Utah Artificial Intelligence Policy Act, and California AB 489 (which requires disclosure when AI communicates with clients in a healthcare setting and prohibits AI from presenting itself as a licensed healthcare professional), we disclose that these interactions involve artificial intelligence. No AI system used by our practice represents itself as a licensed veterinarian or veterinary technician. You may request to speak with or communicate with a human staff member at any time.

7.5 Your Rights Regarding AI Processing

Under applicable state privacy laws, you may have the following rights related to AI-assisted processing:

• Right to Know: You may request information about how AI-assisted tools are used to process your personal information.
• Right to Opt-Out: Where AI-assisted tools are used for profiling or automated decision-making that produces legal or similarly significant effects, you may have the right to opt out. As stated above, we do not use AI for veterinary medical decisions.
• Right to Human Interaction: You may request human-only interaction for any communication with our practice.

Because third-party platform providers may introduce, modify, or expand AI features as part of their standard service offerings, the specific AI capabilities available through our platforms may change over time. We will update this policy periodically to reflect material changes.

8. Data Protection and Security

We take reasonable administrative, technical, and physical measures to protect the personal information we collect, including:

• Secure Socket Layer (SSL) encryption for all data transmitted through our website
• Firewall protection and regular security scans
• Access controls limiting who within our organization can view personal data
• Regular review and updates to our security practices

While we strive to protect your information, no method of electronic transmission or storage is completely secure. We cannot guarantee absolute security. Form submissions sent through our website are delivered directly to our practice email inbox and are not stored in a database on the website itself.

9. Your Privacy Rights

9.1 Rights Under US State Privacy Laws

If you are a resident of a US state with a comprehensive consumer privacy law, you may have some or all of the following rights:

• Right to Know / Right to Access: You may request that we disclose the categories and specific pieces of personal information we have collected about you, the sources of that information, our purposes for collecting it, and the categories of third parties with whom we have shared it.
• Right to Delete: You may request that we delete the personal information we have collected about you, subject to certain exceptions permitted by law.
• Right to Correct: You may request that we correct inaccurate personal information we maintain about you.
• Right to Opt-Out of Sale or Sharing: You may opt out of the sale or sharing of your personal information for targeted advertising. You may exercise this right through our cookie consent banner, by transmitting a Global Privacy Control signal, or by contacting us directly.
• Right to Data Portability: Where applicable, you may request a copy of your personal information in a portable, readily usable format.
• Right to Non-Discrimination: We will not discriminate against you for exercising any of your privacy rights.

9.2 States with Comprehensive Privacy Laws

As of the effective date of this policy, the following US states have enacted comprehensive consumer privacy laws that may apply: California, Colorado, Connecticut, Delaware, Indiana, Iowa, Kentucky, Maryland, Minnesota, Montana, Nebraska, New Hampshire, New Jersey, Oregon, Rhode Island, Tennessee, Texas, Utah, and Virginia. We will update this section as new laws take effect.

9.3 Right to Appeal

If we decline a privacy rights request, you have the right to appeal our decision. To submit an appeal, contact us at oavhreception@gmail.com with the subject line “Privacy Rights Appeal.” We will respond to your appeal within the timeframe required by applicable law (typically 45 to 60 days). If your appeal is denied, we will provide information about how to contact your state Attorney General’s office to file a complaint.

9.4 Response Timeframes

We will respond to verifiable privacy rights requests within the following timeframes:

• California (CCPA/CPRA): Within 45 days of receipt, with a possible 45-day extension upon notice.
• Virginia, Colorado, Connecticut, and states following the Virginia model: Within 45 days of receipt, with a possible 45-day extension upon notice.
• All other applicable state laws: Within the timeframe required by the applicable state statute.

If additional time is needed, we will notify you of the reason for the delay and the expected completion date.

9.5 How to Submit a Request

To exercise any of your privacy rights, you may contact us by:

• Email: oavhreception@gmail.com
• Phone: (415) 586-5327
• Mail: 1001 Ocean Ave., San Francisco, CA 94112

We will verify your identity before processing your request.

10. Sharing of Information

We may share your personal information only in the following limited circumstances:

• Service Providers: We share information with third-party service providers who perform functions on our behalf, such as website hosting, analytics, form processing, communications management, and online store operations. These providers are bound by written agreements that restrict how they may retain, use, or disclose the personal information they receive, and are contractually prohibited from using your information for any purpose other than performing the services specified in their agreement with us.
• Legal Compliance: We may disclose information when required by law, court order, or governmental regulation, or when we believe disclosure is necessary to protect our rights, your safety, or the safety of others.
• Business Transfers: In the event of a merger, acquisition, or sale of all or part of our business, personal information may be transferred as part of that transaction. We will notify you of any such change.

We do not sell, rent, or trade your personal information to third parties for marketing purposes.

11. Children’s Privacy

Our website is not directed at children under the age of 13. We do not knowingly collect personal information from children under 13. If you are a parent or guardian and believe your child has provided us with personal information, please contact us at oavhreception@gmail.com and we will promptly delete such information.

12. Links to External Websites

Our website may contain links to third-party websites, including our online store (VetsFirstChoice), social media profiles, pet resource pages, and other external sites. These links are provided for your convenience and do not signify endorsement. We are not responsible for the privacy practices or content of those websites.

This website is not a part of the Facebook or Meta website or Facebook or Meta, Inc. Additionally, this website is not endorsed by Facebook or Meta in any way. Facebook and Meta are trademarks of Meta Platforms, Inc.

13. Data Retention

We retain personal information only for as long as necessary to fulfill the purposes for which it was collected, to comply with our legal obligations, resolve disputes, and enforce our agreements. When personal information is no longer needed, it will be securely deleted or anonymized.

• Website analytics data (GA4): Automatically deleted after 14 months.
• Form submissions: Retained in our email system and may be imported into our practice management system for record-keeping. We do not maintain a separate on-site database of form submissions.
• Call recordings: Retained in accordance with our communication platform provider’s data retention policies and our operational needs. Contact us to inquire about the retention period for specific recordings.
• Cookie consent records: Retained for the duration required to demonstrate compliance with applicable consent requirements.

14. Data Protection Assessments

Ocean Avenue Veterinary Hospital and its service providers conduct periodic assessments of data processing activities that present a heightened risk to consumer privacy, including the use of tracking technologies for targeted advertising and the use of AI-assisted tools in communication systems. These assessments are conducted in accordance with the risk assessment requirements under the CCPA/CPRA regulations (effective January 1, 2026) and applicable US state privacy laws, and evaluate the benefits of processing against the potential risks to consumer privacy.

15. Changes to This Privacy Policy

We reserve the right to update or modify this Privacy Policy at any time. When we make changes, we will update the “Effective Date” at the top of this page. We encourage you to review this Privacy Policy periodically. Your continued use of our website or services following any changes constitutes your acceptance of the updated policy.

16. Website Design, Development, and Management

This website was designed, developed, and initially configured by VSA Vet Media Inc. VSA Vet Media Inc. acts as a service provider (as defined under the California Consumer Privacy Act, Section 1798.140(ag)) with respect to personal information it processes on behalf of our practice during website development and maintenance. VSA Vet Media Inc. is contractually prohibited from retaining, using, or disclosing personal information for any purpose other than performing the services specified in its agreement with us.

VSA Vet Media Inc. configured the third-party tools and tracking technologies on this website during initial setup but does not access, operate, or manage our communication platforms, phone systems, or practice management systems on an ongoing basis. Those systems are operated directly by our practice.

For information about VSA Vet Media Inc.’s data handling practices, please visit: https://vsavetmedia.ca/privacy-policy

17. Contact Information

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

Ocean Avenue Veterinary Hospital

1001 Ocean Ave., San Francisco, CA 94112

Phone: (415) 586-5327

Email: oavhreception@gmail.com

Suggestions & Complaints: oavhwecare@gmail.com

Website: oceanavevethosp.com