1. Introduction
Rossmoor Pet Hospital (“we,” “our,” or “us”) is committed to protecting the privacy of our clients and visitors to our website at https://rossmoorpethospital.com/. This Privacy Policy explains how we collect, use, share, and protect your personal information when you visit our website, contact our hospital, schedule appointments, use our online services, or otherwise interact with us. By using our website or services, you acknowledge that you have read and understood this Privacy Policy.
2. Information We Collect
2.1 Information You Provide Directly
We collect information that you voluntarily provide to us, including when you:
- Complete a new client registration form or contact form on our website
- Schedule an appointment online or by phone
- Place an order through our online store
- Communicate with us by phone, text message, email, or in person
- Sign up to receive appointment reminders or other communications
The personal information you provide may include your name, address, phone number, email address, your pet’s name and medical history, payment information, and any other details you choose to share with us.
2.2 Information Collected Automatically
When you visit our website, we automatically collect certain information about your device and browsing activity, including your IP address, browser type, operating system, pages viewed, time spent on pages, referring website, and general geographic location based on IP address. This information is collected through cookies and similar tracking technologies described in Section 5.
2.3 Communication Platforms
When you contact us by phone, text message, or through our website chat or automated phone attendant, we collect the content of those communications. Phone calls may be recorded as described in Section 7.2. Text messages and chat conversations are logged for service, training, and quality assurance purposes.
3. How We Use Your Information
We use the personal information we collect for the following purposes:
- To provide veterinary care and services for your pet
- To schedule, confirm, and remind you about appointments
- To process payments and online store orders
- To respond to your inquiries and communications
- To send appointment reminders, follow-up communications, and service updates
- To improve our website, services, and client experience
- To comply with legal obligations and respond to lawful requests
- To protect the security of our website, hospital, and clients
- To deliver and measure the effectiveness of online advertising on our behalf
4. SMS and Text Message Communications
By providing your mobile phone number to us, you consent to receive text messages from Rossmoor Pet Hospital related to your pet’s care, appointment scheduling, reminders, and other service-related communications. Message and data rates may apply. Message frequency varies based on your account activity.
You may opt out of receiving text messages at any time by replying “STOP” to any message you receive from us. You may also reply “HELP” for assistance, or contact us directly at (925) 322-2262 or rossmoorph.staff@gmail.com to request removal from text communications. We will process opt-out requests in accordance with the Telephone Consumer Protection Act (TCPA) and applicable federal and state law.
Carrier-specific limitations may affect message delivery. We are not responsible for delays or failures in message delivery that result from carrier or device limitations.
5. Cookies and Tracking Technologies
5.1 Types of Cookies
Our website uses cookies and similar tracking technologies to operate the site, understand how visitors use it, and deliver online advertising. Cookies fall into three categories:
- Essential cookies. Required for the website to function. These cookies enable basic features such as page navigation, secure areas, and form submission. Essential cookies cannot be disabled.
- Statistics cookies. Help us understand how visitors interact with our website by collecting and reporting information anonymously, such as which pages are visited most often and whether visitors encounter errors. These cookies are loaded only with your consent.
- Marketing cookies. Used to deliver advertising relevant to you and to measure the effectiveness of advertising campaigns. These cookies track your browsing activity across websites in our advertising network. Marketing cookies are loaded only with your consent.
5.2 Cookie Consent
When you first visit our website, you will see a cookie consent banner that allows you to accept or decline non-essential cookies. You can change your consent preferences at any time by clicking the cookie settings link in our website footer. Declining or revoking consent for non-essential cookies will not affect your ability to use the core functions of our website.
5.3 Universal Opt-Out Mechanism (UOOM) and Global Privacy Control (GPC)
We honor browser-based opt-out signals including the Global Privacy Control (GPC) signal. If your browser sends a GPC signal, we will treat that signal as a request to opt out of the sale and sharing of your personal information for targeted advertising purposes, in accordance with applicable law.
5.4 Online Advertising and Remarketing
We use third-party advertising and analytics platforms to deliver and measure online advertising. These platforms may use cookies and similar technologies to recognize you across websites and serve advertising based on your visit to our site. This includes remarketing, which shows our advertising to users who have previously visited our website.
You can opt out of personalized advertising from many advertising networks by visiting:
- https://www.google.com/settings/ads
- https://www.networkadvertising.org/managing/opt_out.asp
You can also manage your advertising preferences within the cookie consent banner on our website.
6. Third-Party Services
To operate our hospital and website, we share limited personal information with trusted third-party service providers who perform services on our behalf. These providers fall into the following functional categories:
- Veterinary practice management software providers
- Online form and appointment booking providers
- Online retail and product fulfillment providers
- Payment processing and financing providers
- Website hosting and security providers
- Email and text messaging delivery providers
- Web analytics and statistics providers
- Advertising and marketing platform providers
- Cloud storage and data backup providers
- AI-assisted communication and voicemail transcription providers
We require all third-party service providers to handle your personal information in accordance with applicable privacy laws and only for the purposes for which we engage them.
7. AI-Assisted Tools
Our hospital uses artificial intelligence (AI) tools to support certain communications and administrative tasks. Examples include voicemail transcription, call categorization, automated appointment reminders, our website chatbot or automated phone attendant, and suggested responses to online reviews. The use of AI tools is standard across our network and is intended to improve responsiveness, accuracy, and efficiency.
7.1 No Medical Decisions by AI
AI tools are never used to make veterinary medical decisions about your pet. All clinical recommendations, care plans, and patient care decisions are made by our licensed veterinarians and clinical team. AI tools support administration and communication only.
7.2 Call Recording
In accordance with California Penal Code Section 632, calls to and from Rossmoor Pet Hospital may be recorded for quality assurance, training, and compliance purposes. Because California is an all-party consent state, we obtain consent from all parties before recording. You will be informed at the start of a call that the call may be recorded. If you do not consent, please let our team know and we will accommodate the request without recording.
7.3 Automated Communications
You may receive automated appointment reminders, follow-up messages, or other service-related communications by phone, text message, or email. These automated communications are sent only after you have an existing relationship with our hospital. You may opt out of automated communications at any time by following the opt-out instructions in the message or contacting us directly.
7.4 AI Interaction Disclosure
When you interact with our website chatbot or automated phone attendant, you are interacting with an AI-powered tool. At any time, you may request to speak with a member of our team in person or by phone. AI tools route urgent or complex inquiries to our staff for human follow-up.
7.5 AI Rights
You have the right to know when AI is being used in your interactions with us, to request human review of any automated communication, and to opt out of AI-assisted communications where reasonably feasible. To exercise these rights, contact us at rossmoorph.staff@gmail.com.
8. Data Protection and Security
We implement reasonable administrative, technical, and physical safeguards to protect your personal information against unauthorized access, disclosure, alteration, or destruction. These safeguards include access controls, encryption where appropriate, secure transmission protocols, and ongoing review of our security practices. While we take security seriously, no method of transmission or storage is fully 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 and applicable authorities as required by applicable law.
9. Your Privacy Rights
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:
- The right to know what personal information we collect about you and to request a copy of that information
- The right to request that we delete personal information we have collected about you
- The right to request that we correct inaccurate personal information
- The right to data portability
- The right to opt out of the sale or sharing of your personal information
- The right to limit the use and disclosure of sensitive personal information
- The right not to be discriminated against or retaliated against for exercising these rights
To exercise any of these rights, please contact us at rossmoorph.staff@gmail.com or (925) 322-2262. You may also use the “Do Not Sell or Share My Personal Information” link in our website footer to opt out of sale and sharing for targeted advertising. We will respond to your request within the timeframe required by the applicable statute.
We respect all applicable US state consumer privacy laws. Depending on your state of residence, you may have additional rights regarding your personal information. To exercise any applicable rights outside of California, contact us at rossmoorph.staff@gmail.com.
10. Sharing of Information
We do not sell personal information for monetary consideration. However, under the California Consumer Privacy Act as amended by the California Privacy Rights Act, certain disclosures of personal information to third-party advertising and analytics partners for targeted advertising may be considered “sharing.” We may share the following categories of personal information with third-party advertising partners for cross-context behavioral advertising and remarketing:
- Identifiers such as IP address and online identifiers
- Internet or other electronic network activity, including browsing history on our website
- Inferences drawn from the above for advertising audiences
You may opt out of this sharing at any time using our cookie consent banner, the “Do Not Sell or Share My Personal Information” link in our footer, or by submitting a Global Privacy Control signal from your browser.
We also share personal information when necessary to:
- Comply with legal obligations or respond to lawful requests from public authorities
- Protect the rights, property, or safety of Rossmoor Pet Hospital, our clients, or others
- Carry out a business transfer, merger, or acquisition
- Engage trusted service providers under written agreement to handle data on our behalf
11. Children’s Privacy
Our website and services are not directed to children under the age of 13. We do not knowingly collect personal information from children under 13. If we become aware that we have collected personal information from a child under 13 without verified parental consent, we will take steps to delete that information promptly.
12. Links to External Websites
Our website may contain links to third-party websites and resources. These links are provided for convenience only. We do not endorse, control, or accept responsibility for the content, accuracy, or privacy practices of any third-party website. Visiting a linked website is at your own risk and subject to the privacy practices of that site.
This includes links and embedded content from Meta Platforms, Inc. (Facebook, Instagram), and other social media platforms. If you choose to interact with our content or accounts on these platforms, those interactions are governed by the privacy policy of the relevant platform. Rossmoor Pet Hospital is not responsible for the data practices of Meta Platforms, Inc. or any other social media provider.
13. Data Retention
We retain personal information for as long as necessary to provide veterinary services, comply with legal obligations, resolve disputes, and enforce our agreements. Veterinary medical records are retained in accordance with California Veterinary Medical Board recordkeeping requirements. When personal information is no longer needed, we securely delete or de-identify it.
14. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, services, or applicable law. The Effective Date at the top of this policy will be updated when changes are made. We encourage you to review this Privacy Policy periodically. Continued use of our website and services after changes are posted constitutes your acceptance of the updated policy.
15. Website Design and Management
This website is designed, developed, and managed by VSA Vet Media Inc. on behalf of Rossmoor Pet Hospital. Cookie consent, analytics configuration, and advertising integrations on this website are configured by VSA Vet Media Inc. VSA Vet Media Inc. is not a veterinary practice and does not provide veterinary advice. Rossmoor Pet Hospital is solely responsible for the veterinary information and clinical details published on this website.
16. Contact Information
If you have questions or concerns about this Privacy Policy or our privacy practices, or if you would like to exercise any of your privacy rights, please contact us at:
Rossmoor Pet Hospital
1910 Tice Valley Blvd, Walnut Creek, CA 94595
Phone: (925) 322-2262
Email: rossmoorph.staff@gmail.com
Website: https://rossmoorpethospital.com/