This Privacy Policy explains what information Calabasas Community Veterinary Center collects about you, how we use it, who we share it with, and the choices you have — including how our email, telephone, and text message programs work and how to opt out of any of them at any time.

1. Who we are

Calabasas Community Veterinary Center ("CCVC," "we," "us," or "our") is an independently owned veterinary hospital operated by CCVC Inc., located at 4937 Las Virgenes Road, Suite 101, Calabasas, California 91302. You can reach us by phone at (818) 722-1336 or by email at [email protected].

We are the business responsible for the personal information described in this policy.

2. Scope of this policy

This policy applies to information we collect:

• through our website at ccvc.vet and any pages, forms, or landing pages we operate;
• when you call, text, email, or message us;
• when you book an appointment, register as a client, or bring a pet in for care;
• when you join a wellness plan, enter a giveaway, or sign up for our updates; and
• when you interact with our advertising, social media profiles, or online booking tools.

3. Information we collect

The categories of personal information we have collected in the past twelve months are set out below. Not every category applies to every person; what we collect depends on how you interact with us.

Sensitive personal information

We do not collect or process sensitive personal information as that term is defined under California law for the purpose of inferring characteristics about you. We do not collect Social Security numbers, driver's license numbers, precise geolocation, racial or ethnic origin, religious beliefs, union membership, genetic or biometric data, or the contents of your personal mail or messages with third parties.

4. Where the information comes from

• Directly from you — when you call, text, email, fill in a form, book online, register as a client, or speak with our team at the hospital.
• From your pet's care — records created by our veterinarians and technicians during examination and treatment.
• From your previous veterinarian — records transferred at your request when you become a client.
• Automatically — from cookies and similar technologies when you use our website, as described in Section 9.
• From service providers — our scheduling, practice management, laboratory, imaging, referral, payment, and communications vendors.
• From public and third-party sources — microchip registries, pet insurance carriers you authorize, and online review or map platforms where you contact us.

5. How we use your information

We use personal information to:

• provide veterinary care and maintain complete and accurate medical records for your pet;
• schedule, confirm, reschedule, and remind you about appointments;
• communicate results, discharge instructions, treatment plans, estimates, and follow-up care;
• process prescription and refill requests and coordinate with pharmacies;
• take payment, issue receipts and statements, and administer wellness plan memberships;
• respond to your questions, requests, and reviews;
• send service and marketing messages you have asked to receive, and honor your opt-outs;
• operate, secure, troubleshoot, and improve our website and booking tools;
• measure the performance of our advertising and understand how people find us;
• administer giveaways, events, and community programs;
• maintain the safety and security of our clients, patients, team, and premises; and
• comply with our legal, licensing, tax, and recordkeeping obligations, including those of the California Veterinary Medical Board.

We do not use your information to make decisions that produce legal or similarly significant effects about you without human involvement.

6. Email communications

The kinds of email we send

We send two distinct kinds of email, and they are governed by different rules:

• Transactional and care-related email — appointment confirmations and reminders, estimates and invoices, test results, discharge and home-care instructions, prescription and refill notices, records requests, wellness plan billing notices, and replies to messages you send us. These are part of the veterinary service you have asked us to provide. Because they are necessary to your pet's care and your account, we send them to active clients and they are not subject to marketing unsubscribe. If you no longer wish to receive them, contact us and we will discuss alternative arrangements, which may include mail or telephone contact instead.
• Marketing and newsletter email — pet health education, seasonal reminders, wellness plan offers, community events, giveaways, and practice news. We send these only where you have given us your email address for that purpose or are an existing client who has not opted out.

How to unsubscribe

Every marketing email includes an unsubscribe link in the footer. You can also unsubscribe by emailing [email protected], by calling (818) 722-1336, or by telling any member of our team. We process unsubscribe requests promptly and, in any event, within ten business days, as required by the federal CAN-SPAM Act. Unsubscribing from marketing email does not stop appointment reminders, results, or other care-related messages.

Our commitments

• We do not sell, rent, trade, or lease your email address.
• We do not use deceptive subject lines or falsified header information.
• Every commercial email identifies CCVC and includes our physical mailing address.
• Email is not a secure or encrypted channel. Please do not send payment card numbers or other highly sensitive information by email, and do not rely on email for an emergency — call us instead.

7. Telephone calls and voicemail

Why we call

We may call you about appointment scheduling and confirmations, test results, treatment decisions that need your authorization, prescription readiness, billing questions, and — where you have consented — practice news and offers. Some calls may be placed using an automated or prerecorded reminder system.

Call recording

California is a two-party consent state. We do not record telephone calls unless you are notified at the start of the call that the call may be recorded or monitored, and you consent by continuing the call. If you do not wish to be recorded, tell us and we will either stop the recording or arrange another way to speak with you. Recordings, where made, are used for quality assurance, training, and accuracy of medical instructions, and are retained only as long as needed for those purposes.

Voicemail

If you leave a voicemail, we retain the message and your number for as long as needed to respond and to document the request. When we leave you a voicemail, we limit the clinical detail we include unless you have asked us to do otherwise.

Your choices about calls

• You can ask us at any time to stop calling you for marketing purposes, or to use email or text instead. Tell any team member, call (818) 722-1336, or email [email protected].
• We maintain an internal do-not-call list and honor requests within ten business days.
• We may still need to reach you by telephone about urgent matters concerning your pet's health, an in-progress procedure, or a safety issue, even if you have opted out of marketing calls.
• We do not sell or share your telephone number with third parties for their own marketing.

8. Text messaging (SMS/MMS)

How you opt in

We text you only after you have given express consent. You can give consent by:

• checking the messaging consent box on a form on our website, booking page, or landing page;
• providing your mobile number and agreeing to text messages on our new client or check-in paperwork;
• texting us first from your mobile number; or
• telling a member of our team verbally, which we record in your client file.

Consent to receive marketing text messages is never required in order to book an appointment, receive care, purchase a product, or join a wellness plan.

What we text you about

• Care and account messages: appointment confirmations, reminders, and rescheduling; check-in and arrival instructions; updates while your pet is with us; notice that results, an estimate, or a prescription is ready; post-visit follow-up and home-care check-ins; billing and wellness plan notices; and replies to texts you send us.
• Promotional messages (separate consent): wellness plan offers, seasonal preventive care campaigns, community events, giveaways, and practice news.

Message frequency and cost

Message frequency varies based on your pet's care and your interactions with us. Care and account messages are sent as events occur. Promotional messages are typically sent no more than a few times per month. Message and data rates may apply according to your plan with your mobile carrier. CCVC does not charge for text messages.

How to stop messages

You may revoke consent at any time, by any reasonable method. Specifically:

• Reply STOP to any message. We also honor QUIT, END, CANCEL, UNSUBSCRIBE, REVOKE, and OPT OUT.
• Reply in your own words asking us to stop texting you.
• Call (818) 722-1336, email [email protected], or tell any member of our team.

After you opt out, you will receive one final message confirming that you have been unsubscribed, and we will send no further texts to that number. We process opt-out requests as soon as practicable and no later than ten business days after receipt, consistent with Federal Communications Commission rules under the Telephone Consumer Protection Act. If you opt out of promotional texts only, you may continue to receive care and account messages; tell us if you want to stop all messages.

If you opt out and later change your mind, you can opt back in by texting START or by contacting us.

Getting help

Reply HELP to any message, or contact us at (818) 722-1336 or [email protected].

Carriers and delivery

Our messaging program is supported across major U.S. wireless carriers. Carriers are not liable for delayed or undelivered messages, and message delivery is not guaranteed. Text messaging is not a secure or encrypted channel and should never be used for an emergency. If your pet is in distress, call us at (818) 722-1336 or go to the nearest emergency veterinary hospital.

9. Cookies, analytics, and advertising

Our website uses cookies, pixels, tags, and similar technologies. These fall into a few groups:

• Strictly necessary — needed for the site, forms, and booking tools to function and to keep them secure.
• Analytics — help us understand how visitors find and use the site, which pages are useful, and where people run into trouble.
• Advertising — help us measure the performance of our advertising and show relevant ads to people who have visited our site.

The analytics and advertising technologies we use may include Google Analytics, Google Ads conversion tracking, Google Tag Manager, and Meta (Facebook and Instagram) advertising tools. These providers may set their own cookies and receive information about your visit, subject to their own privacy policies.

Your choices

• Browser controls. Most browsers let you refuse or delete cookies. Blocking strictly necessary cookies may prevent parts of our site from working.
• Global Privacy Control. We recognize and honor the Global Privacy Control (GPC) signal. If your browser or extension sends a GPC signal, we treat it as a request to opt out of the sharing of your personal information for cross-context behavioral advertising for that browser.
• Do Not Track. There is no common industry standard for responding to browser Do Not Track signals, and our website does not respond to them. We do honor GPC as described above.
• Advertising opt-outs. You can adjust ad personalization through Google Ad Settings and Meta's ad preferences, and through the Digital Advertising Alliance at optout.aboutads.info.

10. How we share information

We do not sell your personal information

We do not sell your personal information, and we have not sold personal information in the preceding twelve months. We do not sell or share the personal information of consumers we know to be under sixteen years of age.

We may share information for cross-context behavioral advertising through the advertising technologies described in Section 9. You can opt out of this at any time using the Global Privacy Control or by contacting us.

Who we share with

• Service providers acting on our behalf, under contracts that limit them to our instructions: our practice management system (ezyVet), our client communications and CRM platform (GoHighLevel), our messaging and email delivery vendors, our website host and analytics providers, our payment processor, and our accounting and IT support providers.
• Clinical partners involved in your pet's care: reference and diagnostic laboratories, radiologists and other consulting specialists, referral and emergency hospitals, compounding and mail-order pharmacies, and cremation or aftercare providers you select.
• Pet insurance carriers and third-party payment plan providers, when you authorize a claim or application.
• Microchip registries, when we implant or register a chip for your pet.
• Government agencies and regulators, where required — including rabies vaccination reporting to Los Angeles County, controlled substance reporting, and requests from the California Veterinary Medical Board.
• Legal and safety recipients: in response to a subpoena, court order, or lawful request; to establish or defend legal claims; to investigate suspected fraud; or to protect the health or safety of a person or animal.
• A successor entity, in connection with a merger, acquisition, financing, or sale of all or part of the practice. Your information would remain subject to this policy or a policy that is at least as protective.

We do not disclose your information to third parties for their own independent marketing purposes.

11. Your pet's medical records

Under California Business and Professions Code section 4857, veterinary medical records are confidential. We will not release your pet's records or discuss your pet's care with anyone except:

• you, or a person you have authorized in writing;
• another veterinarian or veterinary facility, at your request or when needed for referral, emergency, or continuity of care;
• the California Veterinary Medical Board or a law enforcement or government agency acting under lawful authority;
• in response to a valid subpoena or court order; or
• where release is otherwise required or permitted by law, including reporting of suspected animal cruelty or a public health concern such as a bite or rabies exposure.

You may request a copy of your pet's records at any time by contacting us. We aim to provide records within a reasonable period and may charge a reasonable fee for duplication of imaging or extensive records. The original record is the property of the hospital; the information in it is available to you.

12. How long we keep information

When we no longer need information, we delete it or de-identify it in a way that cannot reasonably be re-associated with you.

13. How we protect information

We maintain administrative, technical, and physical safeguards designed to protect personal information, including encrypted connections on our website, access controls that limit records to team members who need them, vetting of the vendors who process information for us, staff training on confidentiality, and secure disposal of paper and electronic records.

No system is perfectly secure. We cannot guarantee the security of information transmitted to us over the internet, by email, or by text message, and you send it at your own risk. If we become aware of a breach affecting your personal information, we will notify you as required by California law.

14. Your California privacy rights

We extend the following rights to our California clients and website visitors under the California Consumer Privacy Act, as amended:

• Right to know. Request the categories and specific pieces of personal information we have collected about you, the sources, our purposes, and the categories of recipients, for the preceding twelve months or longer.
• Right to delete. Request deletion of personal information we have collected from you, subject to exceptions — including our legal obligation to retain veterinary medical records, financial records, and records of your communication preferences.
• Right to correct. Request correction of inaccurate personal information. Note that clinical findings in a medical record document our observations at a point in time and are amended by addendum rather than overwritten.
• Right to opt out of sale or sharing. We do not sell personal information. You may opt out of sharing for cross-context behavioral advertising at any time using the Global Privacy Control or by contacting us.
• Right to limit the use of sensitive personal information. We do not use or disclose sensitive personal information for purposes that trigger this right.
• Right to non-discrimination. We will not deny you services, charge you a different price, or provide a lower quality of service because you exercised a privacy right.

How to submit a request

You can submit a request in either of these ways:

• Email [email protected] with the subject line "Privacy Request."
• Call us at (818) 722-1336.

We will verify your identity before acting on a request to know, delete, or correct — typically by confirming information already in your client file, such as your pet's name and details of a recent visit. We will confirm receipt within ten business days and respond within forty-five calendar days, with one forty-five day extension where reasonably necessary. There is no charge unless a request is manifestly unfounded or excessive.

Authorized agents

You may use an authorized agent to submit a request. We will ask for written permission signed by you and will separately verify your identity, unless the agent provides a valid power of attorney.

Shine the Light

California Civil Code section 1798.83 permits California residents to request information about disclosure of personal information to third parties for those parties' direct marketing purposes. We do not make such disclosures. You may direct any Shine the Light inquiry to [email protected].

15. Children's privacy

Our website and services are intended for adults. We do not knowingly collect personal information from children under sixteen, and we do not sell or share the personal information of anyone we know to be under sixteen. If you believe a child has provided us with personal information, contact us at [email protected] and we will delete it. Clients must be at least eighteen years old to authorize veterinary treatment or enter a wellness plan.

16. Third-party websites

Our website may link to third-party sites and tools — booking platforms, payment pages, pet insurance carriers, online pharmacies, and social media profiles. Those sites are governed by their own privacy policies, not this one. We encourage you to read them before providing information.

17. Changes to this policy

We review this policy at least every twelve months and update it when our practices change. When we make a material change, we will update the "Last updated" date at the top of this page and, where the change is significant, provide notice by email, by text message to those enrolled in our messaging program, or by a prominent notice on our website. Your continued use of our website and services after a change takes effect means you accept the updated policy.

18. How to contact us

If you have a question about this policy, want to exercise a privacy right, or wish to change how we communicate with you, contact us:

If you are not satisfied with our response, you may contact the California Privacy Protection Agency or the California Attorney General's Office.

See also our Terms of Service, which governs your use of this website and our veterinary services.