Privacy Policy | AbbyBubba Pet Care

AbbyBubba Pet Care
Personal Information Protection Policy

At AbbyBubba Pet Care, we are committed to providing our clients and members with exceptional service. As providing this service involves the collection, use and disclosure of some personal information about our clients and members protecting their personal information is one of our highest priorities.

While we have always respected our clients and members privacy and safeguarded their personal information, we have strengthened our commitment to protecting personal information as a result of British Columbia’s Personal Information Protection Act (PIPA). PIPA, which came into effect on January 1, 2004, sets out the ground rules for how B.C. businesses and not-for-profit organizations may collect, use and disclose personal information.

We will inform our clients and members of why and how we collect, use and disclose their personal information, obtain their consent where required, and only handle their personal information in a manner that a reasonable person would consider appropriate in the circumstances.

This Personal Information Protection Policy, in compliance with PIPA, outlines the principles and practices we will follow in protecting clients’ and members’ personal information. Our privacy commitment includes ensuring the accuracy, confidentiality, and security of our clients’ and members’ personal information and allowing our clients and members to request access to, and correction of, their personal information.

Definitions

Personal Information – means information about an identifiable individual, including name, personal email address, home address, personal phone number(s), and credit card information. Personal information does not include contact information (described below).

Contact information – means information that would enable an individual to be contacted at a place of business and includes name, position name or title, business telephone number, business address, business email or business fax number. Contact information is not covered by this policy or PIPA.

Privacy Officer – means the individual designated responsibility for ensuring that AbbyBubba Pet Care complies with this policy and PIPA.

Policy 1 – Collecting Personal Information

1.1 Unless the purposes for collecting personal information are obvious and the client and member voluntarily provides his or her personal information for those purposes, we will communicate the purposes for which personal information is being collected, either orally or in writing, before or at the time of collection.

1.2 We will only collect client and member information that is necessary to fulfill the following purposes:

To verify identity for website member and group access: We may collect name, email address, phone number and home address.
To verify identity for pet care services: We may collect name, home address, phone number, and emergency contact information.
To provide pet care services: We may collect pet names, pet health information, vaccination records, behavioral information, veterinarian contact details, and emergency guardian information.
To process payments: We may collect credit card information (processed through Time To Pet), e-transfer details, and billing address.
To facilitate service delivery: We may collect home access information (alarm codes, lock box codes, gate codes), property details, and preferred service times.
To communicate about bookings and services: We may collect email address, phone number, and communication preferences.
To maintain service records: We may collect service history, booking dates and times, and notes about pet care preferences.
To provide holistic pet care services: We may collect information about your pet's physical and emotional needs, health concerns, and goals for TTouch or Reiki therapy sessions.

Policy 2 – Consent

2.1 We will obtain client and member consent to collect, use or disclose personal information (except where, as noted below, we are authorized to do so without consent).

2.2 Consent can be provided orally, in writing, electronically, and through an authorized representative or it can be implied where the purpose for collecting using or disclosing the personal information would be considered obvious and the client and member voluntarily provides personal information for that purpose.

2.3 Consent may also be implied where a client and member is given notice and a reasonable opportunity to opt-out of his or her personal information being used for mail-outs, the marketing of new services or products, fundraising and the client and member does not opt-out.

2.4 Subject to certain exceptions (e.g., the personal information is necessary to provide the service or product, or the withdrawal of consent would frustrate the performance of a legal obligation), clients and members can withhold or withdraw their consent for AbbyBubba Pet Care to use their personal information in certain ways. A client’s and member’s decision to withhold or withdraw their consent to certain uses of personal information may restrict our ability to provide a particular service or product. If so, we will explain the situation to assist the client and member in making the decision.

2.5 We may collect, use or disclose personal information without the client’s and member’s knowledge or consent in the following limited circumstances:

When the collection, use or disclosure of personal information is permitted or required by law: This includes compliance with court orders, subpoenas, or regulatory requirements.
In an emergency that threatens an individual's life, health, or personal security: For example, if we need to contact emergency services or a veterinarian for urgent pet care, or if we need to reach an emergency guardian when a client cannot be contacted.
When the personal information is available from a public source: Such as a telephone directory or publicly accessible social media profiles.
When we require legal advice from a lawyer: We may share relevant personal information with our legal counsel through Legal Shield or other legal service providers.
For the purposes of collecting a debt: If payment is past due, we may share information with collection agencies or legal representatives as outlined in our service agreement.
To protect ourselves from fraud: We may use or disclose personal information to investigate suspected fraudulent activity or unauthorized access to client accounts.
To investigate an anticipated breach of an agreement or a contravention of law: Including violations of our Client Service Agreement or suspicious activity that may involve law enforcement.
To process insurance claims: We may share information with our insurance provider (Prolink Insurance) when filing or investigating claims related to pet care incidents.
When necessary to provide emergency veterinary care: We may share pet health information with veterinarians or emergency animal clinics when immediate medical attention is required and the client cannot be reached.
To facilitate payment processing: We may share necessary payment information with third-party payment processors such as Time to Pet's integrated payment system.

Policy 3 – Using and Disclosing Personal Information

3.1 We will only use or disclose client and member personal information where necessary to fulfill the purposes identified at the time of collection or for purposes reasonably related to those purposes, such as:

To conduct client surveys to enhance the provision of our pet care services
To communicate with clients about services, bookings, and pet care updates
To share necessary payment information with third-party payment processors such as Time To Pet's integrated payment system
To share pet health information with veterinarians or emergency animal clinics when immediate medical attention is required and the client cannot be reached
To share information with our insurance provider (Prolink Insurance) when filing or investigating claims related to pet care incidents
To contact emergency services or a veterinarian for urgent pet care, or to reach an emergency guardian when a client cannot be contacted
To share relevant personal information with our legal counsel through Legal Shield or other legal service providers when we require legal advice
To share information with collection agencies or legal representatives as outlined in our service agreement for the purposes of collecting past due payments
To investigate suspected fraudulent activity or unauthorized access to client accounts
To investigate an anticipated breach of our Client Service Agreement or a contravention of law

3.2 We will not use or disclose client and member personal information for any additional purpose unless we obtain consent to do so.

3.3 We will not sell client and member lists or personal information to other parties.

Policy 4 – Retaining Personal Information

4.1 If we use client and member personal information to make a decision that directly affects the client and member, we will retain that personal information for at least one year so that the client and member has a reasonable opportunity to request access to it.

4.2 Subject to policy 4.1, we will retain client and member personal information only as long as necessary to fulfill the identified purposes or a legal or business purpose.

Policy 5 – Ensuring Accuracy of Personal Information

5.1 We will make reasonable efforts to ensure that client and member personal information is accurate and complete where it may be used to make a decision about the client and member or disclosed to another organization.

5.2 Clients and members may request correction to their personal information in order to ensure its accuracy and completeness. A request to correct personal information must be made in writing and provide sufficient detail to identify the personal information and the correction being sought.

A request to correct personal information should be forwarded to the Privacy Officer.

5.3 If the personal information is demonstrated to be inaccurate or incomplete, we will correct the information as required and send the corrected information to any organization to which we disclosed the personal information in the previous year. If the correction is not made, we will note the clients’ and members’ correction request in the file.

Policy 6 – Securing Personal Information

6.1 We are committed to ensuring the security of client and member personal information in order to protect it from unauthorized access, collection, use, disclosure, copying, modification or disposal or similar risks.

6.2 The following security measures will be followed to ensure that client and member personal information is appropriately protected:

Physical security measures: Use of locked containers for physical documents containing personal information; physically securing home office where personal information is held
Digital security measures: Use of user IDs and passwords for Time to Pet software and other business systems; encryption for sensitive data transmission; restricting access to personal information on a need-to-know basis
Home access security: Secure storage of client home access codes (alarm codes, lock box codes, gate codes) in password-protected systems; immediate deletion of access codes upon client request or service termination
Third-party security: Contractually requiring service providers (Time to Pet, payment processors, insurance providers, Legal Shield) to provide comparable security measures for personal information
Vehicle security: Securing any client information stored in vehicle used for business purposes; ensuring documents are not visible or accessible to unauthorized persons
Communication security: Using secure communication channels for sharing sensitive pet health information with veterinarians or emergency contacts; avoiding sharing personal information through unsecured methods
Device security: Password protection on all mobile devices and computers used for business purposes; automatic logout features on booking and payment systems
Disposal protocols: Secure destruction of physical documents containing personal information when no longer needed; secure deletion of digital files containing personal information

6.3 We will use appropriate security measures when destroying client’s and member’s personal information such as shredding physical documents, securely deleting electronically stored information from all devices and systems, and permanently erasing data from password-protected software platforms including Time to Pet.

6.4 We will continually review and update our security policies and controls as technology changes to ensure ongoing personal information security.

Policy 7 – Providing Clients and Members Access to Personal Information

7.1 Clients and members have a right to access their personal information, subject to limited exceptions.

Exceptions to access may include situations where:

Solicitor-client privilege applies: Information protected by legal professional privilege through our Legal Shield counsel or other legal advisors will not be disclosed.
Disclosure would reveal personal information about another individual: For example, if one client's records contain information about another client's pet, home access codes, or service details, we cannot disclose that information without the other individual's consent.
Health and safety concerns exist: If providing access to personal information could reasonably be expected to threaten the life, health, or security of another individual, including situations involving pet behavior incidents or emergency responses.
Information is subject to legal restrictions: Where disclosure is prohibited or restricted by law, court order, or other legal authority.
The information was collected for investigation purposes: Personal information collected in relation to a breach of agreement, suspected fraud, or contravention of law may be withheld if disclosure would compromise the investigation.
The information is protected by insurance or legal proceedings: Information related to insurance claims with Prolink Insurance or legal proceedings may be subject to access restrictions.

7.2 A request to access personal information must be made in writing and provide sufficient detail to identify the personal information being sought. A request to access personal information should be forwarded to the Privacy Officer.

7.3 Upon request, we will also tell clients and members how we use their personal information and to whom it has been disclosed if applicable.

7.4 We will make the requested information available within 30 business days, or provide written notice of an extension where additional time is required to fulfill the request.

7.5 A minimal fee may be charged for providing access to personal information. Where a fee may apply, we will inform the client and member of the cost and request further direction from the client and member on whether or not we should proceed with the request.

7.6 If a request is refused in full or in part, we will notify the client and member in writing, providing the reasons for refusal and the recourse available to the client and member.

Policy 8 – Questions and Complaints: The Role of the Privacy Officer or designated individual

8.1 The Privacy Officer is responsible for ensuring AbbyBubba Pet Care’s compliance with this policy and the Personal Information Protection Act.

8.2 Clients and members should direct any complaints, concerns or questions regarding AbbyBubba Pet Care’s compliance in writing to the Privacy Officer. If the Privacy Officer is unable to resolve the concern, the client and member may also write to the Information and Privacy Commissioner of British Columbia.

Contact information for AbbyBubba Pet Care’s Privacy Officer:

Sarah Enright
sarah@abbybubbapetcare.ca

#192, 4-32465 South Fraser Way
Abbotsford, BC V2T 0C7

Last updated: November 6, 2025