PRIVACY POLICY

 
This Privacy Policy and Notice (we refer to it as our “Privacy Notice”) describes how American Veterinary Group (“AVG,” “we,” “us,” or “our”) collects, uses, shares, retains, and protects information about you when you interact with us through our websites, digital platforms, clinics, and related services. American Veterinary Group owns and operates a network of veterinary clinics across the United States, including (i) the general practice clinic locations listed at https://www.americanveterinarygroup.com/about/#hospitals and their associated websites (the “General Practice Clinics”), and (ii) the UrgentVet clinic locations listed at https://urgentvet.com/locations/ and their associated websites (the “UrgentVet Clinics” and, together with the General Practice Clinics, the “Hospital Sites”). These clinic locations operate under different service models but are collectively owned by AVG.
 
This Privacy Notice applies to personal information collected through all such Hospital Sites and their related websites, mobile applications, desktop applications, and other digital services (collectively, the “Digital Platforms”). This Privacy Notice therefore applies when you: (1) visit https://www.americanveterinarygroup.com/, https://urgentvet.com/, any of the clinic websites associated with the locations described above, or any pages within those sites (collectively, the “Websites”); (2) communicate with us or the Websites via email or other electronic messages; (3) create an account or log in through our Websites; (4) use our other Digital Platforms, including our mobile or desktop applications; (5) enroll in or agree to receive email or text messaging services from us; (6) provide information to us in person at any clinic location owned or operated by American Veterinary Group; (7) apply for employment with AVG or any of our Hospital Sites; or (8) otherwise interact with us online or through our services. We adopt this Privacy Notice to fulfill our service commitment to you and to comply with applicable legal obligations as we process personal information, as described below.
 
For purposes of this Privacy Notice, “Customers” means individuals who visit our Websites, use our Digital Platforms, communicate with us, visit our Hospital Sites, purchase products or services from us, schedule appointments, enroll in messaging services, create accounts, or otherwise interact with us in connection with our veterinary and related services. “Applicants” means individuals who apply for employment or otherwise submit information to us in connection with employment opportunities with AVG or any of our Hospital Sites. Unless otherwise specified, this Privacy Notice applies to both Customers and Applicants. Provisions regarding disclosures, security, legal compliance, state privacy rights, and other generally applicable practices apply to both groups unless a section states otherwise. Where a section applies only to one group, that section will say so expressly.
 
This Privacy Notice does not apply to information collected or used by any third party, affiliate, or affiliate of a third party, including those that may link to or be accessible via the Websites or other Digital Platforms. Please review their policies. AVG and its Hospital Sites are not responsible for the content or the privacy policies or practices of any third parties, third-party websites, or third-party applications.
 
Before accessing, using, or interacting with the Websites or other Digital Platforms, you should carefully review this Privacy Notice and the Terms of Service for the American Veterinary Group’s Digital Platforms (www.americanveterinarygroup.com/terms-and-conditions), which are incorporated by reference and also govern use of the Websites and Digital Platforms, and any other applicable terms, which are hereby incorporated by reference and can be viewed via links on the Websites. We sometimes refer to these, collectively, as our “Agreement” with you. We may change our Privacy Notice, and any other part of our Agreement, from time to time and encourage you to review them whenever you interact with us.
 
User Consent: By choosing to interact with AVG or any of our Hospital Sites, including through our Websites or other Digital Platforms and by communicating with us via email, mobile app, telephone, or in person, you consent to the collection and use of information as described in this Privacy Notice and represent that you are over 13 years of age. If you are under the age of 13 or you do not consent to the collection, use, and/or disclosure of your personal information as set forth in this Privacy Notice, please exit and do not use our Websites, Digital Platforms, or other services.
 
No one under age 13 may provide any information to or on the Websites or Digital Platforms. We do not knowingly collect personal information from children under 13. If you are under 13, do not use or provide any information to us on or through our Websites or Digital Platforms, make any purchases through the Digital Platforms, use any of the interactive or public comment features of our Websites or Digital Platforms or provide any information about yourself to us, including your name, address, telephone number, e-mail address, or any screen name or user name you may use. If we learn we have collected or received personal information from a child under 13 without verification of parental consent, we will delete that information. If you believe we might have any information from or about a child under 13, please contact us via the methods set forth in the contact information section below.
 

Contact for more information

It’s important that you understand this Notice and the rest of our Agreement. If you have questions, feel free to reach out by using the Contact Us methods available on our websites and mobile app or by calling us at 877-292-0524.
 
 

What personal information does American Veterinary Group collect from its Customers?

This section describes the categories of personal information AVG may collect from Customers. Information collected from Applicants is described in the Applicant section below.
 
For purposes of this Notice, unless noted otherwise, when we use the term “personal information,” we mean information that identifies, relates to, describes, references, is reasonably capable of being associated with or could reasonably be linked, directly or indirectly, with a particular person, pet, animal or household (“personal information”).
 
We may collect personal information from Customers that falls into the following categories:
 
Identifiers or Personal Information Categories: real name, postal address, Internet Protocol address, telephone number, birthdate, and email address.
 
Classification Characteristics: age, gender, gender identity or identification, sex, and marital status.
 
Pet / Animal Characteristics: name of pet or animal, age of pet or animal, species, or gender.
 
Commercial Information: products or services purchased, obtained or considered or your other purchasing or consuming histories.
 
Internet or Network Activity: browser history, device information and identification, operating platform, usage data, and cookie tracking.
 
Geolocation Data: physical location from your device, browser, or IP address, or IP address, which may include your precise geolocation depending on your device settings
 
Inferences. We may also collect inferences drawn from our communications with you, information about your preferences that you provide to us (including with respect to your pet or animal, your preferred Hospital Site, veterinarian, pet types, species, care preferences), and the other information we collect, listed above.
 

How does American Veterinary Group collect information about its Customers?

This section describes how AVG collects information from Customers. Information collected from Applicants is described in the Applicant section below.
 
We collect and store information that you give us directly. For example, when you:
 
Create an account: we may collect your name, address, email address, phone number, date of birth, pet/animal’s name, pet/animal’s date of birth, species types, pet/animal’s gender.
 
Request for pet, animal or client support: we may collect your name, email address, phone number, and any other information you choose to provide to us regarding your request.
 
Email us and sign up for SMS messaging or other notifications: we may collect your name, email, mobile number, and address. AVG may offer separate SMS programs, including customer marketing messages, customer transactional messages, and, where applicable, recruiting or application-related messages. Consent to receive one type of SMS message is not, by itself, consent to receive another type of SMS message. Different SMS programs may be administered through different platforms, vendors, or opt-in paths. We use a platform maintained by a third-party service provider, Braze, to process and store information relating to certain customer SMS programs. You can read Braze’s privacy policy at: https://www.braze.com/company/legal/privacy
 
Purchase a product or schedule a service: we may collect and store the information about the product purchased or service scheduled and/or purchased, your purchasing, scheduling, and consuming histories, billing and shipping information, name, telephone number, and email. If you schedule a service or visit us at one of our Hospital Sites, a third-party service provider, Vetsource, collects and stores the information you provide on those visits. You can read Vetsource’s privacy policy at: https://vetsource.com/simple-privacy-policy/
 
Sweepstakes or contests: we may collect information, such as your name, email address, phone number, address, and other information in connection with your registration with a sweepstakes or contest that we may operate through the Digital Platforms, and in accordance with the terms of that specific sweepstakes or contest. Acceptance of a prize (except where prohibited by law) may also require you to allow us to post certain of that information on our Digital Platforms, in the event that you win the contest or sweepstakes.
 
Use one of our mobile applications: we may collect information about you, such as your name, gender, birthday, email address, phone number, booking preferences, communication preferences, pet type/species, pet/animal gender or age, service preferences, veterinarian or technician preferences, product preferences, scheduling history, location (including precise geolocation, depending on your device settings), and information about your device as well as your interactions with the hospital app.
 
We also receive and store certain types of information automatically, using cookies and other online tracking technologies (“Online Tracking Technologies”), when you interact with us online, with the Websites, mobile apps, any of our other Digital Platforms, or through certain social media platforms. For example, we use:
Cookies (small bits of information that are stored on your hard drive or in connection with your Internet browser) and other tracking technologies to gather information regarding your use and interaction with the Websites, third party services, and certain other online activities (including sites you visit, your browser type, operating system, and interactions with our content and emails). This includes a device’s IP address, device information, device type (unique device identifiers), browser information, geographic location (country only), and the preferred language used to display our Websites.
 
Google Analytics to track the number of visitors to our Websites, to provide us information regarding your browsing activities and interests, to process your device’s IP address (processed during your session and stored in a de-identified form), and to assist with debugging and quick logging. You can read Google Analytics privacy policy here: https://policies.google.com/technologies/partner-sites. You can also download the Google Analytics Opt-out Browser Add-on to prevent their data from being used by Google Analytics at https://tools.google.com/dlpage/gaoptout
 
Unique Identifiers (such as a universally unique identifier or “UUID”), which we may store (including remotely) on your device persistently and may access, collect, or monitor in order to help you log in and navigate through the Digital Platforms.
 
Data and Mobile Analytics to collect information about your website usage, performance data, app errors, and debugging information from where the Websites were downloaded.
 
Log File Information to learn your IP address, browser type, access times, domain names, operating system, the referring web page(s), pages visited, location, mobile carrier, device information (including IDs), search terms, and cookie information.
 
Web beacons (small images embedded in web pages and email messages) to capture information such as your IP address, web browser type, mobile network information, pages viewed, pages visited before accessing our Digital Services, activities on our Websites, mobile network information, time spent on pages, links clicked, and conversion information.
 
American Veterinary Group may also learn information indirectly about you or your pet/animal, which you make publicly available, such as on a social network or shared with third parties. Please note, any content or information you share with or provide to third parties regarding American Veterinary Group and any of our Hospital Sites, your communications with American Veterinary Group and any of our Hospital Sites or related to the Websites and/or our Digital Platforms may not be private or confidential and is not the responsibility of American Veterinary Group.
 

How does American Veterinary Group use information from Customers?

This section describes how AVG uses information from Customers. Information about how AVG uses information from Applicants is described in the Applicant section below.
 
American Veterinary Group may use and process information about you, including personal information, for one or more of the legitimate business purposes described in this Privacy Notice. For example, American Veterinary Group (and/or our Service Providers) may use information about you to:
 
identify you directly as an individual;
 
Fulfill or meet the reason your information was collected or provided;
 
Deliver communications, information or services, and promotions;
 
Provide support to you, to your pet, to your animals, and other users;
 
If you share or submit your photo to our hospital APPs, your photo and the photos of your pets/animals may be shared publicly on our Digital Platforms;
 
Present, optimize, and maintain the security of our Websites and their contents;
 
Register, maintain, and provide notifications to you about your Websites Account;
 
Detect and prevent fraud or other crimes;
 
Respond to law enforcement requests and as required by applicable law or court order;
 
Establish or defend legal claims and allegations;
 
Research, test, analyze, and develop our Websites and services;
 
Allow you to participate in interactive features on our Websites;
 
Personalize your Websites experience and to deliver content, product and service offerings relevant to your interests, including targeted offers through our Websites, third-party sites, and via email or text message (with your consent, where required by law);
 
Marketing and promotional purposes, such as sending marketing, advertising, and promotional communications, showing you advertisements for products and/or services tailored to your interests, and otherwise administering our promotions; and,
 
We may also share information with others in an aggregated and anonymous form that does not reasonably identify you.
 

How does American Veterinary Group disclose information?

 
This section describes how AVG may disclose personal information. Unless otherwise specified, the disclosure practices described in this section may apply to both Customers and Applicants, depending on the nature of the individual’s interaction with AVG. Certain disclosures may apply only in connection with customer-facing services, while other disclosures may apply only in connection with employment opportunities or the application process.
 
We may disclose information about you, including personal information, to third-party service providers with whom we have entered into contracts that require personal information to be kept confidential and prohibit the retention, use, or disclosure of personal information for any purpose other than the services specified. We may also disclose information in accordance with the specific consents that we have received from you.
 
AVG does not share or disclose information for commercial purposes without your consent, except as described below:
 
Within the American Veterinary Group and our Hospital Sites: We may disclose personal information internally within AVG and with our subsidiaries and affiliates. AVG personnel may have access to personal information as needed to provide, operate, and support our business, Websites, Digital Platforms, Hospital Sites, services, and employment-related processes in the normal course of business. This may include the categories of personal information described in this Privacy Notice, depending on the nature of your interaction with AVG. Mobile telephone numbers, SMS consent, and text messaging opt-in data that you provide to AVG in connection with any SMS program, including customer marketing messages, customer transactional or customer-care messages, and, where applicable, recruiting or application-related messages, are not shared with third parties or affiliates for their own marketing or promotional purposes.
 
Third-Party Service Providers: We employ other companies and individuals to perform functions on our behalf, including sending mail, analyzing data, providing marketing assessments and analytics information, processing certain payments, providing data hosting, supporting customer communications and scheduling, and supporting recruiting, hiring, and related employment processes. They have access to information needed to perform their functions, but not for other purposes. This may include the categories of personal information described in this Privacy Notice, depending on the nature of your interaction with AVG. This may include service providers that support separate SMS programs on AVG’s behalf, but such service providers may use mobile information, SMS consent, and opt-in data only to provide the applicable messaging services and not for their own marketing or promotional purposes.
 
Social Media Platforms and Networks: Some of our Websites and Digital Platforms have features, such as plugins, widgets, and/or other tools made available by social media platforms and networks, that may result in information being collected or disclosed between us and such parties. These features generally apply in connection with use of our customer-facing Websites and Digital Platforms. The use of your information by those parties is not governed by this Privacy Notice.
 
Business Transfers: If we purchase other businesses or their assets, sell our business assets, or are involved in a bankruptcy, merger, acquisition, reorganization, or sale of assets, your information, including categories of personal information collected by AVG, may be among the assets sold or transferred and may be subsequently used by a third party, subject to applicable law.
 
Lawful Requests and Safety: We may disclose personal information when we believe doing so is appropriate to comply with the law, protect our interests, prevent fraud or other illegal activity, or protect the safety of any person. Nothing in this Privacy Notice is intended to limit any legal defenses or objections that you may have to a third party’s request, including a government request, to disclose your information.
 
AVG does not receive monetary consideration in exchange for your data and, therefore, does not sell your personal information under applicable law. However, we may disclose certain personal information to permit third parties and service providers to use Online Tracking Technologies for analytics and advertising, including targeted advertising, to help manage and display advertisements, tailor advertisements to your interests, or send you reminders (depending on your communication preferences). These practices generally apply in connection with customer-facing Websites and Digital Platforms. Those third parties and service providers use their technology to provide you with advertising about services and products that may appear on certain of our Digital Platforms.
 
No mobile information, SMS consent, or text messaging opt-in data will be shared with third parties or affiliates for resale or for their own marketing or promotional purposes. Such information may be shared only with service providers that support the applicable messaging program on AVG’s behalf and only to the extent necessary for them to perform the services for which they are engaged. In no event will we share your SMS opt-in data or consent with a third party or affiliate for use in that party’s or affiliate’s own marketing or promotional purposes.
 

How does American Veterinary Group secure information?

 
This section describes how AVG helps protect personal information collected and maintained in connection with its Websites, Digital Platforms, Hospital Sites, services, and employment-related processes.
 
We realize that you trust us to protect your personal information. We take that trust seriously and maintain physical, electronic and procedural safeguards that are consistent with industry standards, to help protect the privacy, accuracy, and reliability of personal information and to protect it from loss, misuse, unauthorized access, disclosure, acquisition, exfiltration, alteration and destruction.
 
We also take commercially reasonable steps to ensure that our third-party service providers reasonably protect and secure your information. If American Veterinary Group becomes aware that a third-party service provider is using or disclosing information improperly, we will take necessary and immediate steps to end or correct such improper use or disclosure.
 
While we attempt to protect the information in our possession, and account for the protection of information provided to our third-party service providers through us, no security system is perfect, and we cannot promise that information about you will remain secure in all circumstances. Please do your part to help us keep your information secure. If you create or maintain an account with us, you are responsible for maintaining the confidentiality of your password(s) and account credentials, and for all activities that occur under your password(s) or account(s). AVG and our Hospital Sites reserve the right to terminate your access to your account(s) and any contract you have with AVG related to the use of the Websites or Digital Platforms if AVG learns or suspects that you have disclosed your account or password information to an unauthorized third party.
 

What choices do I have?

 
The choices described below may apply differently depending on whether you interact with AVG as a Customer or an Applicant, the nature of your relationship with AVG, and your jurisdiction.
 
Your privacy rights are important to us, and we want to make sure that you are provided with the rights mandated by your governing jurisdiction. You can always contact us about the rights you believe may be applicable to you by emailing us at [email protected]. Not all of the rights discussed in this Privacy Notice will apply to everyone and, depending on your jurisdiction, may not apply to you. In accordance with applicable law, your choices may include:
 
Correcting, updating, or deleting your account information and, where applicable, your client and pet profile.
 
Choosing and controlling how we use Online Tracking Technologies by clicking on “Privacy Policy” in our Websites footers.
 
Choosing or changing your communications preferences.
 
Choosing whether to receive from us offers and promotions for our products and services.
 
Choosing how we communicate with you about your account, scheduled pet/animal services, or other interactions with AVG, where applicable.
 
Requesting removal of your personal information.
 
Requesting access to the personal information we hold about you, about your pet/animal, and that we amend it or delete it.
 
You can exercise these controls and choices in a few ways, including as outlined above, contacting us at [email protected] or via telephone at 877-292-0524, changing your account settings, or by following the instructions provided in our communications to you. Please note that such requests may take some time to fulfill and that certain Website-related communications, including but not limited to account verification, changes or updates to Websites features, or technical and security notices are non-optional.
 
You can also manage cookie settings to have your browser refuse certain cookies or notify you before accepting cookies. To learn more about cookies, including what cookies have been set on your device and how to manage and delete them, visit www.allaboutcookies.org. Please be aware that if you do not allow us to collect personal information from you, we may not be able to provide products and services to you. For example, stopping all cookies might mean that some parts of our Digital Platforms may not work properly for you. Removing all cookies from your computer could also affect your subsequent visits to our Websites.
 

Policy for American Veterinary Group Applicants

 
This section describes additional information about how AVG collects, uses, and processes personal information in connection with employment inquiries and applications. Unless otherwise specified, the generally applicable provisions of this Privacy Notice, including the sections regarding disclosures, security, U.S. state privacy rights, changes to this Privacy Notice, and contact information, also apply to Applicants.
 
What kind of Information will we collect from Applicants?
 
We may collect professional, employment, and educational information from Applicants. We may ask for information about your education, employment, employment history, and other job application information in connection with your job inquiry or application for employment with us. Where applicable, we may also collect your mobile telephone number and related consent information in connection with recruiting or application-related text messaging.
 
How do we collect Applicant information?
 
When you apply on our Websites for employment with American Veterinary Group at one of our Hospital Sites, we may collect your name, state of residence, phone number, email address, whether you are a licensed veterinarian or technician, and the role for which you are applying. We may use a third-party service provider, PayCom, or a similar third-party service provider, to assist with scheduling interviews, processing your application, and responding to related questions you may have.
 
Where applicable, Applicants may also provide a mobile telephone number and consent to receive recruiting or application-related SMS messages, such as interview scheduling, reminders, and application status updates. AVG may use a platform maintained by a third-party service provider, RingCentral, to process and facilitate certain recruiting or application-related text message communications. You can read RingCentral’s privacy policy at: www.ringcentral.com/legal/last-update-june-29-2023/privacy-notice.
 
We use Vetcher, an online software product provided by American Veterinary Group (t/a Vetcher Software), to assist with our DVM Scheduling process. We use Vetcher to process personal information as a data processor on our behalf. Vetcher is only entitled to process your personal data in accordance with our instructions. You can reference our Vetcher Privacy Policies here: www.americanveterinarygroup.com/careers/privacypolicy.
 
Applicants who interact with our Websites or other Digital Platforms may also be subject to the automatic collection practices described elsewhere in this Privacy Notice, including the use of cookies and other Online Tracking Technologies, where applicable.
 
How do we use Applicant information?
 
We may use Applicant information to open and maintain your application records, assess your eligibility for employment, communicate with you regarding your application, comply with applicable laws, provide you with relevant updates regarding employment opportunities, schedule and conduct interviews, and, where applicable, send recruiting or application-related text messages
 
How does AVG disclose Applicant information?
 
In addition to the generally applicable disclosure practices described elsewhere in this Privacy Notice, we may disclose Applicant personal information to affiliates and subsidiaries of AVG, third-party vendors, consultants, and other service providers that assist us with recruiting, hiring, interview scheduling, recruiting or application-related text messaging, hosting, data processing, and related administrative services; other parties in connection with a company transaction, such as a merger, sale of all or a portion of company assets or shares, reorganization, financing, change of control, or acquisition of all or a portion of our business by another company or third party, or in the event of bankruptcy or related or similar proceedings; and third parties as required to satisfy applicable law, regulation, subpoena, court order, legal process, or other government request, enforce our Terms of Service, investigate and defend against third-party claims or allegations, protect against harm to the rights, property, or safety of ABC, its users, or the public, or detect, prevent, or otherwise address criminal, security, or technical issues.
 
What choices do Applicants have?
 
If you would like to exercise controls or choices for use of your information, please either: Contact us by email [email protected] , ensuring we have enough information to identify you, proving your identity, address and confirming which information to which your request relates.
 

Your US state privacy rights

Certain US states have enacted laws that grant their residents specific rights that might be different from those described elsewhere in our Privacy Notice. The following section describes these persons’ additional privacy rights and explains how to exercise those rights. It applies to residents of those states and supplements the rest of our Privacy Notice. These rights may apply differently depending on whether you interact with AVG as a Customer or an Applicant, the nature of your relationship with AVG, and the laws of your state of residence.
 
You have the right to request that American Veterinary Group:
 
Provide you access to recorded personal information that you have previously provided to us;
 
Correct or amend inaccurate information we have about you;
 
Delete the collected information assuming that request does not conflict with our legal obligations or other legitimate business purposes for maintaining information;
 
Honor your request to opt-out of processing of personal data for purposes of targeted advertising, sale of personal data, or profiling in furtherance of decisions that produce legal or similarly significant effects concerning the consumer.
 
You may also have the right to appeal our decision about your request. To exercise these rights or appeal our decision about your request, as described above, please:
 
Call us at 877-292-0524
 
Email us at [email protected]
 

Changes to our privacy notice

American Veterinary Group may modify this Privacy Notice from time to time. The most current version of this Privacy Notice will govern our use of your information and will be located at www.americanveterinarygroup/privacy-policy. You may contact us to obtain prior versions. We will notify you of material changes to this policy by posting a notice at the Websites or by emailing you at an email address associated with your Websites Account, if applicable, and provide an “at a glance” overview of any changes.
 

Contact for more information

American Veterinary Group, 4301 Anchor Plaza Parkway, Tampa, Florida 33634. Should you have any comments or questions about how we collect and use your personal information, communication can be directed to American Veterinary Group’s postal address, via email to [email protected] or by telephone at 877-292-0524. In addition, you can contact us using the Contact Us methods available on our Digital Platforms.
 
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