Privacy Notice
Welcome
Last updated: 01 September 2025
VetStrategy Canada Holdings Inc. (“we”, “our”, “us”) is committed to protecting your personal information.
This Privacy Notice (“Notice”) explains how we collect, use and protect information about you, who we may share it with, and the rights that you have.
This Notice covers most of the ways in which you will interact with us, through our website, in our veterinary practices, on social media or via our apps (our “Service”).
By using our Services, you agree to the collection, use, and disclosure of personal information in accordance with this Notice.
Please read this Notice carefully so that you understand your rights in relation to your personal information and how we will collect, use and disclose your personal information.
This Notice may be supplemented by additional privacy related notices and policies that we provide from time to time.
If we use your personal information for reasons not covered by this Notice, we will let you know. This could include by way of notifications, signage in specific locations or other messages.
If you do not agree with the terms of this Notice in general or any part of it, you should refrain from accessing our electronic media.
Our website and Services are not intended for children, and we do not knowingly collect data relating to children.
We update this Notice from time to time and updates will apply only to information collected after the date of the change. We will note on our website when the Notice has been updated. Please check the website regularly for updates.
Please note that this Notice does not apply to information we collect, use, and disclose about your pet, as such information, by itself, is not personal information under applicable data privacy laws.
What is included in this Notice?
- Who we are
- The personal information we collect and how we use it
- Who we share your personal information with
- International transfers
- Keeping your personal information secure
- Data retention
- Other important information
- Links to other websites
- Your rights in relation to your personal information
- Changes to your personal information
- Contact details
1. Who we are
VetStrategy Canada Holdings Inc. is part of the IVC Evidensia Group of Companies.
You can find a list of IVC Evidensia Group Companies here which includes brands such as VetSuccess (FKA Easy Direct Debits), VetsNow, PetAir, Pawsquad amongst others. Each of these brands have their own privacy notices.
2. The Personal Information we collect and how we use it
The table below sets out details of how we collect and use personal information:
| Use of Personal Information | Type of Personal Information Used | How we Collect Personal Information |
|---|---|---|
| Provide the Services, including veterinary services and products to you including results of tests, treatment and providing emergency care. | Title, name, address, phone number, email address, name of your spouse or partner (if co-owner of pet) or pet handler or others authorised to make decisions for your pet, preferred vet practice and information about your use or interaction with the Services. | Directly from you and/or from a veterinary practice (for example, where your pet is referred to us from another practice). |
| If requested by you, register your pet to an IVC Pet Health Club® plan and provide such plan. | Title, name, email address, phone number, address, preferred vet practice, payment card details and direct debit preferences. | Directly from you. |
| Obtain payment for the provision of our Services. | Financial and billing Information such as your name, address, email address, bank and card details. | Directly from you and/or credit reference agencies. |
| Provide you with website functionality and other content, including to allow you to register and maintain your account with us (where applicable). | Name, email address, information about your use or interaction with the Website, log in details and account details (where applicable). | Directly from you. |
| Provide you with service messages by phone, SMS or email to remind you of appointments, inform you about security, privacy or administrative related matters including your pet’s health, for example vaccinations, health or wellness checks, general advice on behaviour or disease prevention (these communications are not marketing orientated, and we do not rely on consent). Sometimes, we rely on trusted third parties to conduct such service calls or messages on our behalf. | Name, phone number, email address and information about the Services you have used or requested. | Directly from you. |
| Register pet microchip and identify pet owners from information associated with pet’s microchip (for example, to reunite a lost pet with their owner). | Name, phone number and regional location. | Directly from you or from the pet microchip databases. |
| Administer the website and Services, conduct troubleshooting, data analysis, testing, research, statistical and survey analysis. | Name, contact details, data about your use of the website and Services, data about products and Services provided to you, recordings of your calls or online chat with our customer service staff. | Directly from you (in some cases, automatically, when you use the website). |
| Improve our Services to you and other clients, including by gathering feedback from you via surveys and analysing personal information about your use of our Services. | Name, email address, phone number, information about the use and interaction with our Services, recordings of your calls with our customer service staff. | Directly from you. |
| Develop, train and deploy our tools and systems - including through artificial intelligence and machine learning – for the purposes of improving our Services through, for example, the use of chatbots (where relevant), diagnostic analytics and fraud detection features. We may also anonymise personal information for AI training purposes. | Name, contact details, data about your use of our Services. | Directly from you. |
| Maintain the safety and security of our users, our clients, our staff, the animals in our care, our property and premises, our Services and business. | Account log in details (if applicable), name, address, CCTV footage (where we operate the CCTV cameras). | Directly from you or CCTV footage. |
| Prevent or detect crime, or act in the public interest including for animal welfare purposes. | Name, address, phone number, email address, CCTV footage (where we operate the CCTV cameras). | Directly from you, CCTV footage, or from third parties such as other vet practices, or competent authorities (e.g. the RSPCA). |
| Handle complaints and queries including monitoring and recording phone calls for the purpose of quality assurance, training and compliance. | Name, contact details, information about the Services you have used or requested, call recordings. | Directly from you and/or from the applicable veterinary regulatory bodies, or other competent authorities. |
| Send or deliver to you marketing communications to provide information about our products and services (including services provided by the rest of the IVC Group) that may be of interest to you, including sending you offers, discounts or other promotions | Name, email address, phone number, marketing preferences, preferred vet practice and information about the Services you have used or requested. | Directly from you. You can opt-out of receiving marketing from us in person or via the phone at any of our veterinary practices or use the unsubscribe link included in our marketing communications. |
| Contact you either directly via telephone or through a telemarketing service provider to provide you with offers, discounts or other related offers. | Name, email address, phone number, marketing preferences, preferred vet practice and information about the Services you have used or requested. | Directly from you. |
| Build and generate insights to better understand our client base, inform our marketing campaigns and activities and/or identify new potential clients (lookalikes) based on information about our existing clients, exclude you from seeing advertisements, including through third party websites and platforms (such as custom or lookalike audiences through Meta and Google). | Name, email address, phone number and information related to your use and interaction with our Services. Your personal data is securely hashed before being shared. In addition, we use cookies and other tracking technologies to collect browsing behaviour for analytics and audience targeting with your consent. | Directly from you, your computer, mobile phone or other device. |
| Support insurance claims. | Name, address, email address, phone, account number, signature and financial information (such as bank account details for reimbursement). | Directly from you and/or insurance company. |
| Deliver personalised content, promotional messages, and advertisements on our and/or third-party sites (including through advertising networks), that align with your interests and preferences. | Data related to your use and interaction with our website or Services, device data, IP address, general location data collected by cookies and tracking technologies (such internet activity, audience information), data collected by third-party sites about your use of their sites (e.g. interactions with our pages on social media platforms such as likes, following). | Directly from you, your computer, mobile phone or other device and from marketing and advertising partners including third-party platforms, such as social media platforms. |
| Run contests or promotions on social media. | Data related to your engagement with our social media pages and your participation in our contests or promotions including, your endorsements, likes, and photos/videos you post of you and your pet. | Directly from you or from your social media interactions. |
| Marketing and publicity at events. | Photos taken at live events (e.g. dog/cat/horse shows, pet fairs etc.), title, name, email address, phone number and signature. | Directly from you. |
In addition, we will use some or all of the above information to comply with any applicable legal obligations, to enforce any applicable terms and conditions and/ or terms of service, and to protect or defend the Services, our rights, the rights of our users, or others (for example we may use your personal information in relation to mediation services in relation to complaint resolution, animal welfare or regulatory investigations).
We do not normally collect or use ‘special category’ (or sensitive) personal information, such as health data, except where it is provided to us voluntarily in the context of a client query or complaint, in which case we use such data in accordance with your consent or as necessary to exercise or defend our legal claims.
If you do not provide us with certain personal information (such as your name, address, financial information, or any other information that is essential for us to provide the Services), we may not be able to provide our Services to you.
If you have provided a third party’s personal information (e.g. as part of your pet’s record), you are responsible for informing them that we will use their personal information in accordance with this Notice, and you must obtain their consent for such use.
4. Who we share your personal information with
We may share your personal information with the following recipients:
IVC Evidensia Group
We may share your personal information with one or more IVC Evidensia Group Companies as we use global systems as well as group-wide integrated services and functions provided by employees in various companies of the Group to use personal information and provide our Services.
Third Parties
We may share information with other organisations who are using your personal information for their own purposes, such as:
- Applicable veterinary regulatory bodies and other relevant authorities responsible for the regulation of veterinary services and animal welfare;
- Veterinary specialists, laboratories and animal health providers, hospitals, referrals, crematoria and agencies;
- Financial services providers, debt collection and credit reference agencies;
- Insurance and related companies, and other professional and legal advisors;
- Law enforcement agencies, courts, government authorities, regulators (such as RSPCA or RCVS) or other third parties when required by law (such as during an investigation) or to protect our rights or the rights of any third party;
- Advertisers, advertising networks, our social media partners (such as Meta and Google) and/or analytics providers;
- Other third parties, where any part of our business is outsourced, sold, merged, or subject to bankruptcy or other business transaction or re-organisation and where permitted by law; and
- Other third parties as instructed by you, with your consent or as necessary to exercise or defend our legal claims.
Service Providers
We may share your personal information with our services providers who may use your personal information to assist us in providing you with our Services.
These may include:
- Security vendors, website hosting vendors, as well as IT vendors that perform business operations for us;
- Call centre providers for customer service support, billing questions, making service calls for appointments and other outreach services as well as telemarketing;
- Third party providers or delivery services for supplying you with pet supplies, Pet Chip data, transportation of your pet to or from the veterinary practice or to/from daycare provider;
- Veterinary laboratory and pharmacy services for testing and the provision of medication or treatment; and
Others associated with your pet’s record
We may share your personal information with others you have nominated in your pet’s record such as your spouse or partner (if co-owner of pet), pet handler or others authorised to make decisions for your pet (including ad hoc authorisations such as for kennels or boarding providers), unless you provide your veterinary practice with written instructions that you wish to amend the record to remove their details.
5. International Transfers
To provide you with Services, we may use service providers, and other third parties (collectively, “Third Parties”) to perform services on our behalf.
These Third Parties may store, use and transfer personal information on servers located outside of Canada in jurisdictions whose data protection laws may differ from those of Canada, which may include but not limited to India and the United States.
As a result, personal information may be subject to access requests from governments, courts, or law enforcement in those jurisdictions according to the laws in those jurisdictions.
For example, information may be shared in response to valid demands or requests from government authorities, courts and law enforcement officials in those countries.
Subject to applicable laws in such other jurisdictions, we will use reasonable efforts to ensure that appropriate protections are in place to require our Third Parties to maintain protections that are equivalent to those that apply in Canada.
6. Keeping your personal information secure
We have security and other measures in place to help protect your personal data and limit how it can be accessed or used, and policies and procedures to identify and handle suspected personal data breaches and other security threats.
Please be aware that the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal information, your transmission of data is at your own risk; we cannot guarantee the security of your data transmitted from you to our network.
7. Data Retention
We retain your personal information only for as long as it is reasonably necessary in accordance with applicable data privacy laws and applicable legal obligations or in accordance with statutory exceptions, derogations or requirements.
Generally, your personal information will be retained for a period of 7 years from the date we stop providing our Service to you, unless:
- we are required by law, regulation or other requirements to retain such data for longer; and/or
- we need to exercise, defend or pursue legal claims.
8. Other important information
- Pet Data - Your pet’s clinical record and information about your pet, including pet’s name, veterinary practice record, test results, vaccination, date of birth and/or death, litter, spay/neuter, disease, results of health or wellness checks and other treatment information is not “personal information” as defined by applicable data protection laws. This information may be shared with other veterinary or after-hours emergency vet practices and pet hospitals for your pet’s treatment, continuity of care and with insurance companies for payment of services. We may also use or share this information with regulators, government agencies universities or veterinary pharmaceutical companies for veterinary health and welfare studies or analytics. We may also use a Pet Chip number with the network of official Pet Chip databases, to identify a lost, stolen or deceased animal.
- Pet Health Club - Is a subscription service provided by us, and the collection, use, and disclosure of your personal information associated with this service is carried out by the same entity that is responsible for the collection, use, and disclosure of your personal information by your veterinary practice.
9. Links to other websites
If you use our websites or apps and click on external links provided on our website, you will no longer be on our website or network and those sites will collect, use, and disclose information about you for their own purposes so please refer to their applicable privacy policies.
10. Your Rights in relation to your personal information
Depending on your location, you have the following rights in relation to your personal information, the right to:
- request information about how we are using your personal information;
- request a copy of your personal information;
- request the correction of any personal information that is inaccurate;
- request the deletion of your personal information;
- withdraw your consent if you previously consented to the collection, use, and disclosure of your personal information;
- request that we stop collecting, using, and/or disclosing your personal information, other than for storage purposes;
- transfer elements of your personal information to another service provider; and
- request not to be subjected to automated decision-making that significantly affects you.
Some of these rights may be limited in certain circumstances, or subject to exemptions. For example, where fulfilling your request would adversely affect other individuals or our trade secrets or intellectual property, where there are overriding public interests or where we are required by law to retain your personal information.
If you want to exercise any of your rights above, please complete a Rights request form or contact us at privacy@ivcevidensia.com.
If we cannot resolve a data privacy complaint as you would wish, you may also make a complaint to the relevant data protection supervisory authority.
11. Changes to your personal information
It is important that the personal information we hold about you is accurate and up to date.
Please keep your veterinary practice informed if your personal information changes during your relationship with us so we can make the necessary updates to your record.
12. Contact details
We welcome your questions, comments, and concerns about this Notice or the way in which we collect, use, or disclose your personal information.
You can contact us as follows:
By email - privacy@ivcevidensia.com
By post - FAO: Data Protection Officer, VetStrategy, Woodbridge, Ontario. Headquarters Location. 700 Pine Valley Drive Suite 201. Woodbridge, Ontario, L4L 4Y8, Canada. 905 264 0707