Privacy Policy

Last Modified: May 2021

In Simple Terms

Data plays an important role in the services we provide to veterinary practices, and we commit to being transparent about our use of your data (meaning about you, your practice, or your clients/patients). It’s simple: What’s yours will remain yours. You always have the right to know what data we collect and how we use it to provide and enhance our services for you.

Our policy on data is informed by three principles:

 

  1. Your clients are your clients, not ours.

Client relationships are the lifeblood of your business. Your pet owners are not our clients. They’re yours. Our job is to help you build and grow your business. We will only communicate with your pet owners as a part of the services you have elected to use or at your direction. We won’t steer your pet owners to another shopping channel. We’re in this together.

 

  1. It’s your data.

Data about you, your practice, or your clients/patients is yours. It doesn’t belong to anyone else. You let us use it for specific purposes. When you no longer want us to use it to enhance our services for you, just tell us and we’ll stop.  We won’t market to your clients without your permission. We won’t share information without your permission with our shareholders or owners unless it’s first de-identified and aggregated (meaning it can’t be tied to you or your practice).

 

  1. We will always be transparent.

We will be transparent in everything we do. You can ask us at any time what we do with your data and we’ll tell you. Here’s a list of some important things that we do with your data.

We Do:

  • Provide solutions that help your practice. You pay us for some of these. Others are paid for by manufacturers and require you to opt-in to participate.
  • Create benchmarks to help you make better decisions.
  • Share wholesale purchase data with manufacturers to ensure you get credit for your purchases.
  • Share de-identified, aggregated data with industry associations, and analytics companies to help get a better understanding of what’s happening in the profession. We take steps to protect information that could identify your practice, the people who work there, your clients, or your patients.

Commitment to Your Privacy

This Privacy Policy explains how Strategic Pharmaceutical Solutions Inc., doing business as Vetsource, VetSuccess Inc., V2P2, LLC doing business as Vet2Pet and/or its or their Affiliates (collectively referred to as “we,” “our,” or “us”) collects, uses, and discloses information about you. This Privacy Policy applies when you use our websites, mobile applications, and subscribe and/or purchase online products and services linking to this Privacy Policy, contact our customer service team, or otherwise interact with us (collectively, our “Services”).

We may update this Policy from time to time. If we make updates to this Policy, we will notify you by revising the date at the top of the Policy and, in some cases, we may provide you with additional notice (such as adding a statement to our homepage or sending you a notification). We encourage you to check this Policy whenever you use any of our Services or otherwise interact with us to stay informed about our Policy and the choices available to you.

We do not offer our Services or promote our Web Platforms to, nor do we intentionally collect or retain personal information from children who are younger than 18 years of age. If you believe your child may have submitted personal information and would like such information deleted, please contact us.

COLLECTION OF INFORMATION

 

Information You Provide to Us

We collect information provided directly from practice owners, corporate owners, practice managers, veterinarians, and practice personnel we support (“Veterinary Healthcare Professionals”) and from practice’s clients or anyone else who visits our websites, uses our mobile application(s), or subscribes/purchases our products and services (“Users”) (where Veterinary Healthcare Professionals and Users are collectively referred to as “you” or “your”). The information we collect depends on the products and services you have purchased, how you choose to communicate with us, and/or what you do when you visit or use www.vetsuccess.com, https://vet2pet.com/, and www.vetsource.com, and mobile application(s) (collectively referred to as our “Web Platforms”). For example, you share information directly with us when you create an account, fill out a form, submit or post content through our Services, make a purchase, communicate with us via third-party platforms, participate in a contest or promotion, request customer support, or otherwise communicate with us. The types of personal information we may collect include your name, email address, postal address, phone number, license number, credit card and other payment information, and any other information you choose to provide.

 

Automatically Collected Information

We automatically receive certain types of information when you interact with our Services including:

  • Activity Information: We may collect information about your activity on our Services, such as your movements on and around our Web Platforms.
  • Transactional Information: When you make a purchase or return, we may collect information about the transaction, such as product details, purchase price, and the date and location of the transaction.
  • Device and Usage Information: Depending on the Services sought or used, we may collect information about how you access our Services, including data about the device and network you use, such as your hardware model, operating system version, mobile network, IP address, unique device identifiers, internet service provider (“ISP”), browser type, and app version. We may also collect information about your activity on our Services, such as access dates and times, pages viewed, referring/exit pages, links clicked, clickstream data, and the page you visited before navigating to our Services.
    • Location Information: In accordance with your device permissions, we may collect information about the precise location of your device. You may stop the collection of precise location information at any time (see the Your Choices section below for details).
    • Information Collected by Cookies and Similar Tracking Technologies: We (and our service providers) use tracking technologies, such as session and persistent cookies and web beacons, to collect information about you. Cookies are small data files stored on your hard drive or in device memory that help us improve our Services and your experience, see which areas and features of our Services are popular, and count visits. Web beacons (also known as “pixel tags” or “clear GIFs”) are electronic images that we use on our Services and in our emails to help deliver cookies, count visits, and understand usage and campaign effectiveness. For more information about cookies and how to disable them, see our Cookie Policy and the Your Choices section below.

 

Information Collected from Other Sources

We may obtain information from third-party sources. For example, we may collect information about you from licensure verification services, advertising networks, external data analytics providers, and mailing list providers. Additionally, if you create or log into your account through a third-party platform (such as Facebook or Google), we may have access to certain information from that platform, in accordance with the authorization procedures determined by such platform.

 

Information We Derive

We may derive information or draw inferences about you based on the information we collect. For example, we may make inferences about your location based on your IP address or infer that you are looking to purchase certain products based on your browsing behavior and past purchases.

USE OF INFORMATION

 

We use the information collected to:

  • Provide Services and customer service – We process your transactions and populate your customer database for you to easily write prescriptions, place orders, track order history, provide loyalty stamps, provide reminders, schedule appointments, and provide other services. Additionally, the information you provide helps us to provide and respond to your customer service requests.
  • Maintain and improve products and Services – Information you provide helps us maintain, improve, and personalize our products and Services as well as your experiences with such products and Services. It may also be used to facilitate contests, sweepstakes and promotions and process and deliver entries and rewards and personalize and improve the Services and provide content or features that match user profiles or interests.
  • Process transactions and send you related information, including confirmations, receipts, invoices, customer experience surveys, and recall notices – We may use the information Users provide to fulfill that order and provide ongoing support and information related to the product and/or Services ordered.
  • Communicate with you – We may use your information to share information about products, services, and events offered by us and others and provide news and information that we think will interest you (see the Your Choices section below for information about how to opt out of these communications at any time). Additionally, we may send you technical notices, security alerts, and support and other administrative messages.
  • Administer loyalty programs, rebates or discounts.
  • Monitor and analyze trends, usage, and activities in connection with our products and Services.
  • Personalize the advertisements you see on third-party platforms and websites (for more information, see the Advertising and Analytics section below).
  • Personalize the advertisements you see when you use our products and Services based on information provided by our advertising partners.
  • Detect, investigate, and prevent security incidents and other malicious, deceptive, fraudulent, or illegal activity and protect our rights and property and the rights and property of others.
  • Debug to identify and repair errors in our products and Services.
  • Comply with our legal and financial obligations.
  • Carry out any other purpose described to you at the time the information was collected.

SHARING YOUR INFORMATION

 

We may share information about you as follows or as otherwise described in this Policy.  Examples of such sharing include:

  • With Veterinary Healthcare Professionals to enable the provision of services and care to their clients.
  • Between and among our subsidiaries and affiliates (Vetsource Vet Success and Vet2Pet) under common control or ownership to provide you with a range of benefits, to allow us to improve our services, and to develop detailed analyses and reports (“Analytics”).
  • With our vendors, service providers, consultants, and affiliates to perform services for us, such as companies that assist us with web hosting, data integration, shipping and delivery, payment processing, fraud prevention, customer service, and marketing and advertising.
  • Vetsource’s sale of products to you with distributors and manufacturers who track your purchases (and/or prescribed orders) in order to count these sales towards your purchase goals, and pay commissions to their representatives.
  • Publicly on our Services, if you submit a product review, photo (e.g., “Selfie Shots”), or content to be shared on or posted to public areas of our Services.
  • If you choose to use integrations we offer on our Services, such as sharing your location through our Google Maps integration, we may share certain information with the integration partners.
  • With your permission or at your direction, third parties for their own services and marketing purposes. You may withdraw your permission or modify your direction at any time by customercare@vetsource.com. The Web Platforms may offer opportunities to participate in additional services provided or sponsored by other industry partners or to use embedded links to visit sites and applications that we do not own or control. By participating in these services or using the embedded links, you give us permission to transfer your information to such industry partners.  Please note, such programs, sponsorships, and partners data collection, use, and sharing will not be governed by this Privacy Policy and, instead, will be governed by their own policies. We encourage you to be aware of when you leave our Web Platforms and to read the privacy statements of each and every website that collects personal information.
  • With our lawyers and other professional advisors where necessary to obtain advice or otherwise protect and manage our business interests.
  • In response to a request for information if we believe disclosure is in accordance with, or required by, any applicable law or legal process, including lawful requests by public authorities to meet national security or law enforcement requirements;
  • If we believe your actions are inconsistent with our user agreements or policies, if we believe that you have violated the law, or if we believe it is necessary to protect our rights, property, and/or safety or that of our users, the public, or others.
  • In connection with, or during negotiations concerning, any merger, sale of company assets, financing, or acquisition of all or a portion of our business by another company.
  • With your consent or at your direction.

We also share aggregated or de-identified information that cannot reasonably be used to identify you, your practice, or your clients/patients (“Anonymized Data”).  We solely own all rights to Anonymized Data and may make use of Anonymized Data as we deem appropriate including, but not limited to:

  • Provide industry analytics - to monitor and analyze trends, usage and activities in connection with our Services; to research and develop detailed analyses and reports; to conduct internal record keeping; and to make commercially available to third parties.
  • Benchmark services - to provide you insight into how you are performing against other Veterinary Healthcare Professionals to power practice-level decisions to support the administration of your business and provide your clients better care.
  • Report sales - with distributors and manufacturers for their own services and market analysis

ANALYTICS

 

We allow others to provide analytics services on our behalf across our Web Platforms. These entities may use cookies, web beacons, device identifiers, and other technologies to collect information about your use of our Services and other websites and applications, including your IP address, web browser, mobile network information, pages viewed, time spent on pages or in mobile apps, links clicked, and conversion information. We and others may use this information to, among other things, analyze and track data, determine the popularity of certain content, deliver advertising and content targeted to your interests on our products and Services, and better understand your online activity. For more information about interest-based ads, or to opt out of having your web browsing information used for behavioral advertising purposes, please visit www.aboutads.info/choices in the United States or http://www.youronlinechoices.eu/ in the European Union.  Your device may also include a feature (“Limit Ad Tracking” on iOS or “Opt Out of Interest-Based Ads” or “Opt Out of Ads Personalization” on Android) that allows you to opt out of having certain information collected through mobile apps used for behavioral advertising purposes.

We also work with third parties to serve ads to you as part of customized campaigns on third-party platforms (such as Facebook and Instagram). As part of these ad campaigns, we or the third-party platforms may convert information about you, such as your email address and phone number, into a unique value that can be matched with a user account on these platforms to allow us to learn about your interests and serve you advertising that is customized to your interests. Note that the third-party platforms may offer you choices about whether you see these types of customized ads.

SECURITY

 

The security of your personal information is important to us. We follow generally accepted industry standards and have implemented suitable physical, electronic, and administrative procedures to protect the personal information submitted to us, both during transmission and once we receive it, and to guard it from loss, misuse or alteration. Please note that while we take reasonable precautions, no data transmission or use of online platforms is 100% safe.

YOUR CHOICES

 

Account Information

You may update and correct certain account information at any time by logging into your account or emailing your account manager (for veterinary practices) or emailing us at customercare@vetsource.com (for pet owners). If you are a pet owner and wish to deactivate your account, please email us at customercare@vetsource.com.

 

Location Information

When you first launch any of our mobile apps that collect precise location information, you will be asked to consent to the app’s collection of this information. If you initially consent to our collection of such location information, you can subsequently stop the collection of this information at any time by changing the preferences on your mobile device. You may also stop our collection of this location information by following the standard uninstall process to remove all of our mobile apps from your device. If you stop our collection of this location information, some features of our Services may no longer function properly.

 

Cookies

Most web browsers are set to accept cookies by default. If you prefer, you can usually adjust your browser settings to remove or reject browser cookies. Please note that removing or rejecting cookies could affect the availability and functionality of our Services. For more information about cookies and how to disable them, see our Cookie Policy.

 

Communications Preferences

You may opt out of receiving text messages or promotional emails from us by following the instructions in those communications or by managing your communication preferences in your account settings menu. If you opt out, we may still send you non-promotional emails, such as those about your account or our ongoing business relations.

 

Mobile Push Notifications

With your consent, we may send push notifications to your mobile device. You can deactivate these messages at any time by changing the notification settings on your mobile device.

TRANSFER OF INFORMATION TO THE UNITED STATES AND OTHER COUNTRIES

 

Vetsource is headquartered in the United States, and we have operations and service providers in the United States, Canada, and other countries. Therefore, we and our service providers may transfer your personal information to, or store or access it in, jurisdictions that may not provide levels of data protection that are equivalent to those of your home jurisdiction. We will take steps to ensure that your personal information receives an adequate level of protection in the jurisdictions in which we process it.

YOUR CALIFORNIA PRIVACY RIGHTS

 

The California Consumer Privacy Act or “CCPA” (Cal. Civ. Code § 1798.100 et seq.) and Shine the Light law (Cal. Civ. Code § 1798.83), and Do Not Track law (Cal. Bus. & Prof. Code BPC § 22575) afford California residents certain rights with respect to their personal information. If you are a California resident, this section applies to you.

 

California Consumer Privacy Act

In the preceding 12 months, we have collected the following categories of personal information: identifiers; categories of personal information described in Cal. Civ. Code § 1798.80(e); characteristics of protected classifications under California or federal law; commercial information, including records of products or services purchased, obtained, or considered, or other purchasing or consuming histories or tendencies; Internet or other electronic network activity information, including, but not limited to, browsing history, search history, and information regarding your interaction with an internet website, application, or advertisement; geolocation data; professional or employment-related information; and inferences drawn from any of the information identified in this subdivision to create a profile about a consumer reflecting the consumer’s preferences, characteristics, psychological trends, predispositions, behavior, attitudes, intelligence, abilities, and aptitudes. For details about the precise data points we collect and the categories of sources of such collection, please see the Collection of Information section above. We collect personal information for the business and commercial purposes described in the Use of Information section above. In the preceding 12 months, we have disclosed the following categories of personal information for business purposes to the following categories of recipients:

Category of Personal Data Categories of Recipients
Identifiers, such as name, postal address, email address, and IP address Members of the Vetsource family of companies, data processor and analytics providers, operating platforms, government entities, customer service partners such as shipping and fulfillment providers and rebate processors
Categories of personal information described under Cal. Civ. Code Section 1798.80(e), such as physical characteristics or description, address, telephone number, education, employment, or medical information Members of the Vetsource family of companies, data processor and analytics providers, operating platforms, government entities, customer service partners such as shipping and fulfillment providers and rebate processors
Characteristics of protected classifications under California or United States’ federal law, such as disability for purposes of accommodation Members of the Vetsource family of companies, data processor and analytics providers, operating platforms, government entities, and customer service partners
Internet or other electronic network activity information, such as browsing history, search history, and information related to an individual’s interaction with an internet website, application, or advertisement Members of the Vetsource family of companies, data processor and analytics providers, operating platforms, government entities, customer service partners such as shipping and fulfillment providers and rebate processors
Professional or employment-related information Members of the Vetsource family of companies, data processor and analytics providers, operating platforms, government entities, customer service partners such as shipping and fulfillment providers and rebate processors
Geolocation data Members of the Vetsource family of companies, data processor and analytics providers, and operating platforms
Inferences, such as information used to create a profile about an individual’s preferences Members of the Vetsource family of companies, data processor and analytics providers, operating platforms, government entities, customer service partners such as shipping and fulfillment providers and rebate processors

Vetsource does not sell your personal information.

Subject to certain limitations, you have the right to (1) request to know more about the categories and specific pieces of personal information we collect, use, disclose, and sell, (2) request deletion of your personal information, (3) opt out of any “sales” of your personal information that may be occurring, and (4) not be discriminated against for exercising these rights. You may make these requests by emailing us at customercare@vetsource.com. We will verify your request by asking you to provide information related to your recent interactions with us, such as items contained within your most recent order or the veterinary practice you and your pet visit.  We will not discriminate against you if you exercise your rights under the CCPA.

If we receive your request from an authorized agent, we may ask for evidence that you have provided such agent with a power of attorney or that the agent otherwise has valid written authority to submit requests to exercise rights on your behalf. If you are an authorized agent seeking to make a request, please contact us.

Please note, we strive to respond to your request within 45 days of receiving a verifiable consumer request; however, we reserve the right to respond within 90 days when reasonably necessary.

 

Shine the Light

California law permits residents of California to request certain details about how their information is shared with third parties for direct marketing purposes.  If you are a California resident and would like to make such a request, please email us at customercare@vetsource.com and write “Request for California Privacy Personal Information” in the email’s subject line.

 

Do Not Track

Do Not Track is an optional setting that enables you to express your preferences regarding the collection of information about your online activities over time and across third-party websites. Your browser sends Do Not Track signals to the websites you visit expressing your preference not to be tracked. However, because there is no industry-standard approach to responding to Do Not Track signals, we do not process or respond to Do Not Track signals.

ADDITIONAL DISCLOSURES FOR INDIVIDUALS IN EUROPE

 

If you are located in the European Economic Area (EEA), the United Kingdom, or Switzerland, you have certain rights and protections under the law regarding the processing of your personal data, and this section applies to you.

 

Legal Basis for Processing

When we process your personal data, we will do so in reliance on the following lawful bases:

  • To perform our responsibilities under our contract with you (e.g., processing payments for and providing the products and services you requested).
  • When we have a legitimate interest in processing your personal data to operate our business or protect our interests (e.g., to provide, maintain, and improve our products and services, conduct data analytics, and communicate with you).
  • To comply with our legal obligations (e.g., to maintain a record of your consents and track those who have opted out of marketing communications).
  • When we have your consent to do so (e.g., when you opt in to receive promotion text messaging from us). When consent is the legal basis for our processing your personal data, you may withdraw such consent at any time.

 

Data Retention

We store personal data associated with your account for as long as your account remains active. If you close your account, we will delete identifiable account data within 90 days. We store other personal data for as long as necessary to carry out the purposes for which we originally collected it and for other legitimate business purposes, including to meet our legal, regulatory, or other compliance obligations.

 

Data Subject Requests

Subject to certain limitations, you have the right to request access to the personal data we hold about you and to receive your data in a portable format, the right to ask that your personal data be corrected or erased, and the right to object to, or request that we restrict, certain processing. If you would like to exercise any of these rights, please contact us.

 

Questions or Complaints

If you have a concern about our processing of personal data that we are not able to resolve, you have the right to lodge a complaint with the Data Protection Authority where you reside. Contact details for your Data Protection Authority can be found using the links below:

For individuals in the EEA: https://edpb.europa.eu/about-edpb/board/members_en

For individuals in the UK: https://ico.org.uk/global/contact-us/

For individuals in Switzerland: https://www.edoeb.admin.ch/edoeb/en/home/the-fdpic/contact.html

CONTACT US

If you have any questions about this Privacy Policy, the practices of this site, or your dealings with this site, please contact us at:

VetSuccess
2 Bloor St. W, Suite 700,
Toronto, Ontario M4W 3E2

416 595-5373
support@vetsuccess.com
legal@vetsource.com