Privacy Policy | Era Vet

What We Collect

Era Vet Inc. ("Provider" or "we" or "us") is committed to maintaining the accuracy, security, and privacy of your Personal Information. "Personal Information" means information about an identifiable individual, but does not include business contact information, such as your name, title or position, business address, telephone number, facsimile number, or e-mail address, except as otherwise required by applicable law. To the extent that we anonymize or de-identify your information in accordance with applicable law and generally accepted best practices so that it does not or no longer identify you as an individual, that information will not be considered "Personal Information".

For our clients, customers, and website users, we collect, or may collect, your name, business or home address, telephone number, business or personal email address, order, billing, payment, and account information, authentication, appointment and pet information, information about your company (including but not limited to information about the company's affiliates and their respective directors, officers, shareholders, and employees), information about your authorized user, delivery and transaction information, information relating to your purchases and returns, communications and customer service records, consent and technical records, contact information you provide to join our pre-launch waitlist or to receive notifications about our launch and appointment availability, and other information required to provide our products and services and operate our online services (website, booking service, online store and patient information portal).

You hereby explicitly consent, as a customer or user, to our collection and use of your Personal Information in accordance with and for the purposes set out in this Privacy Policy. We collect, use, and disclose your Personal Information with your consent, which may be express or implied depending on the sensitivity of the information and the reasonable expectations of the individual, and as otherwise permitted or required by applicable law, for the purposes set out in this Privacy Policy.

For visitors to our online services we may use cookies and similar technologies to collect information such as the type of Internet browser and operating system used by you, the domain name of the website from which you came, the date and duration of your visit, number of visits, average time spent on our website, IP address associated with your device, pages viewed, number of cookies accumulated referring URLs, and information about how you use our website. Internet Protocol addresses may be processed transiently for routing, security, bot detection, and deriving coarse country or regional information. Raw client IP addresses are not retained with analytics events. Cookies are small browser features stored on your device that help us operate, maintain, evaluate, and improve our online services. We use strictly necessary cookies for technical operation, security, fraud prevention, and order functionality, and we may use analytics and advertising cookies to understand and improve website performance, measure advertising effectiveness, attribute leads to our advertising, and help advertising platforms display relevant Era Vet ads on other websites and services. You can manage certain cookie preferences through your browser settings, although disabling cookies may affect website functionality.

We collect analytics and usage data such as pageviews, booking steps reached, completed or failed bookings, cancellations, and rescheduling (collectively "Aggregate Usage Data"). Such Aggregate Usage Data is used solely to improve the performance of our services and products and measure advertising effectiveness. Aggregate Usage Data will be aggregated and/or de-identified so that it contains no Personal Information.

We display a privacy notice to request your consent to collect, process, use and store optional interaction analytics ("Interaction Data"). Interaction Data may include the collection of website interaction and performance information, creation of aggregate heatmaps, use of automatic interaction capture, and the use of masked session replay to understand and troubleshoot the user experience. This choice also applies to our use of Google and Meta advertising services to measure advertising effectiveness and advertise our services on other websites and services. You may choose to allow such usage or opt out. If you do not make a choice, such collection, processing, usage or storage of Interaction Data may begin only after the notice has remained visible for at least 30 seconds and you continue by navigating to another era.vet page or service. Simply remaining on the same page does not enable them, and a stored opt-out is not overridden by continued browsing or use of the booking service. We store your choice for up to 365 days in a secure first-party cookie shared across era.vet subdomains. You may change it at any time using Privacy Choices. If you opt out, we will not collect, process, use or store Interaction Data and optional advertising cookies, contact-information matching, and personalized advertising are disabled. However, opting out does not prevent collecting, processing, using or storing technical data reasonably necessary for the online booking service, including one-time-passcode requests and verifications, booking submissions and changes, confirmations, conflicts, failures, cancellations, and rescheduling.

We may use technologies that infer your preferences, analyze how you use our website or services, or determine your approximate location from your device or browser information, but only for the purposes described in this Privacy Policy and only where permitted by applicable law.

If we use tools that materially affect how we identify, locate, profile, or make decisions about you, we will provide additional notice describing the technology used, the personal information involved, the purposes for which it is used, and any choices available to you.

We do not collect biometric information unless it is specifically disclosed to you in advance and we have obtained any consent required by applicable law.

How We Use Your Personal Information

We will use your Personal Information to establish, maintain, and manage our relationship with you; to provide, process, fulfill, and support the products and services you purchase from us; to process orders, payments, deliveries, returns, and refunds; to schedule, book and manage appointments for services; to communicate with you about your account or transactions; to provide customer service; to maintain the security and integrity of our systems and website; to comply with legal and regulatory requirements; and for other purposes permitted by applicable law (collectively, the "Purpose").

We collect, use, and disclose Personal Information only for the purposes identified in this Privacy Policy, for purposes that are otherwise disclosed to you at or before the time of collection, or as otherwise permitted or required by applicable law.

Where required by applicable law, we obtain your consent to collect, use, or disclose your Personal Information. The form of consent may be express or implied depending on the sensitivity of the information and the reasonable expectations of the individual.

We may disclose Personal Information to service providers that perform services on our behalf, such as payment processing, hosting, analytics, customer support, delivery, professional advisory, and security services, but only to the extent reasonably necessary for those purposes and subject to contractual or other appropriate safeguards.

We may also disclose Personal Information where required or permitted by applicable law, including to regulators, law enforcement authorities, courts, or government agencies with lawful authority.

The categories of third parties for whom Personal Information is collected or to whom it may be disclosed, where necessary for the Purpose, include:

Payment processors
Banks and other payment service providers
E-commerce and website hosting providers
Cloud service providers
IT support and cybersecurity providers
Analytics & advertising providers
Delivery, shipping, and logistics providers
Customer communication and marketing service providers
Professional advisors
Insurers
Government, regulatory, or law enforcement authorities

We will not disclose your Personal Information to any third party to enable them to market their own products and services. Where we are permitted to disclose your Personal Information to third parties, we shall ensure that such third parties protect your Personal Information and use it only for the purposes that we instruct them to use it for.

Data Retention and Security

We retain Personal Information only for as long as reasonably necessary to fulfill the Purpose and to satisfy our legal, accounting, contractual, and operational requirements, after which it will be securely deleted, destroyed, or anonymized, as appropriate.

We use administrative, technical, and physical safeguards appropriate to the sensitivity of the Personal Information to protect it against loss, theft, and unauthorized access, use, disclosure, copying, modification, or disposal.

Your Personal Information may be stored and processed in Canada and in other jurisdictions where we or our service providers operate, including analytics information processed by PostHog and advertising information processed by Google & Meta in the United States. When your Personal Information is processed in another jurisdiction, it may be accessible to courts, law enforcement, national security authorities, or other authorities in that jurisdiction in accordance with applicable law. For certainty, when information is processed outside Alberta, it may be subject to the laws of the jurisdiction where it is processed, including the Personal Information Protection Act (Alberta) ("PIPA") where applicable.

We use service providers to assist us with services such as payment processing, cloud hosting, website operation, analytics, customer communications, cybersecurity, and delivery logistics. We require service providers to protect Personal Information by appropriate safeguards and to use it only for the purposes for which we disclose it to them, except as otherwise permitted or required by law.

We use PostHog Inc. as an analytics service provider acting on our instructions. We control the analytics project, the events collected, and access to the analytics interface.

If you have questions about our use of service providers outside your province or outside Canada, you may contact our Privacy Officer using the contact information below.

Access to and Correction of Personal Information

Subject to limited exceptions permitted or required by applicable law, you may request access to the personal information we hold about you, information about how we have used that information, and information about the categories of persons to whom we have disclosed that information.

We will respond to requests for access or correction within the time required by applicable law and may extend the response period where permitted by law. If we refuse access or correction, in whole or in part, we will provide written reasons to the extent required by law and advise you of any available rights of review or complaint to the Office of the Information and Privacy Commissioner of Alberta ("OIPC").

If you believe that personal information we hold about you is inaccurate, incomplete, or out of date, you may request that we correct it. If we agree that the information should be corrected, we will correct it as required by applicable law. If we do not agree to make a requested correction, we will record the request where required by law.

Privacy Breaches

In the event of a breach of our security safeguards involving Personal Information (including unauthorized access to or loss or disclosure of your Personal Information), we will take steps to contain, investigate, and remediate the incident. Where a reasonable person would consider that the breach creates a real risk of significant harm to an individual, we will notify the OIPC without unreasonable delay. The OIPC may require us to notify affected individuals in such circumstances, and we will do so as directed. We will also maintain records of privacy breaches as required by applicable law.

Use of Electronic Communications

From time to time, we may send you commercial electronic messages, including emails, containing publications, announcements, promotions, event invitations, product updates, and other information about our business, where we have your express or implied consent in accordance with applicable law, including Canada's Anti-Spam Legislation. You may unsubscribe from marketing emails at any time by using the unsubscribe mechanism included in the message or by contacting us at care@era.vet. Even if you unsubscribe from marketing communications, we may still send you transactional or service-related communications relating to your orders, account, or our ongoing business relationship with you.

Changes to Our Policy

We reserve the right, from time to time, to amend or change this Privacy Policy by posting the revised version on our website at https://www.era.vet/privacy. Changes to this Privacy Policy will be effective upon posting, unless otherwise stated.

If any amendment materially affects the purposes for which we collect, use, or disclose your Personal Information, we will obtain any additional consent required under applicable laws.

If You Have Questions

Any questions or comments about this Privacy Policy or our handling of Personal Information should be directed, preferably in writing, to our Privacy Officer who can be reached as follows:

Email: care@era.vet

Mailing Address:
Suite 120, 30 Springborough Blvd SW
Calgary, AB T3H 0N9
Canada

If you have contacted us and were not satisfied with the information we provided, you can make a complaint to the OIPC.

You may withdraw your consent to our collection, use, or disclosure of your Personal Information, subject to legal, contractual, and reasonable notice requirements. You may change your optional Interaction Data choice at any time using Privacy Choices without losing access to our online services. However, if other Personal Information is necessary for us to provide products or services to you, withdrawing your consent may prevent us from continuing to provide some or all of those products or services.