Towanda Creek Animal Hospital – Terms of Service & Privacy Policy

Effective Date: July 30, 2025. This combined Terms of Service and Privacy Policy (“Policy”) governs your use of the Towanda Creek Animal Hospital website (mytowandavet.com) and our related services. By accessing or using our site, you agree to this Policy. Please read it carefully. If you do not agree, please do not use our site or services.

Terms of Service

Use of Our Website

Our website and its content are provided for informational purposes about our veterinary services. You may use the site only for lawful purposes and in accordance with this Policy. By using the site, you represent that you are at least 18 years old (or using the site under the supervision of a parent/guardian if you are a minor). You agree not to use the site in any way that violates applicable law or regulations, or that could harm the site, us, or others. Unauthorized attempts to access our systems, introduce malware, or disrupt service are strictly prohibited.

You are allowed to access and print pages from the site for your personal, non-commercial use. However, you must not copy, distribute, modify, or create derivative works from our content without our prior written consent. No right, title, or interest in the site content is transferred to you, and all rights not expressly granted are reserved by Towanda Creek Animal Hospital. Any use of the site not permitted by this Policy may result in termination of your access and potential legal action.

Digital Consultations & Communications

We may offer digital consultation services, such as advice via phone, video call, email, or online messaging platforms (for example, Facebook Messenger). These digital communications are intended to supplement our in-clinic services. By using these services, you acknowledge and agree to the following:

No Emergency Use: Digital consultations are not for emergencies or life-threatening situations. If your pet is experiencing an emergency or urgent health issue, you should immediately call us directly or seek emergency veterinary care, not rely on online messaging.
No Guarantee of Comprehensive Diagnosis: Remote advice has limitations. Without an in-person examination, our veterinarians may not be able to fully diagnose or treat certain conditions. Any recommendations given via digital consultation are based on the information you provide and are not a substitute for an in-person evaluation of your pet.
Consent to Electronic Communication: By initiating contact through online tools (such as clicking our Facebook Messenger chat or sending an email/text), you consent to receive communications from us via those channels. You understand that third-party platforms (e.g. Facebook) may process your communications and that those communications are subject to the third party’s privacy policy as well as ours. We are not responsible for any information you share on those external platforms.
Record of Communication: Digital communications with you (emails, messages, telehealth session notes) may be saved as part of your pet’s medical record, just as in-clinic visit notes are recorded, in accordance with veterinary record-keeping laws:contentReference[oaicite:0]{index=0}.

By using our digital consultation services, you agree that you understand these conditions. We reserve the right to discontinue or refuse digital consultation to anyone misusing the service or not following this Policy.

Third-Party Links

Our website may contain links to third-party websites or resources for your convenience (for example, pet health articles, suppliers, or partner organizations). These links are provided as a courtesy, and we do not control or endorse the content or services on third-party sites. We are not responsible for the availability, accuracy, or content of external sites, and your use of those sites is at your own risk. We encourage you to review the terms and privacy policies of any third-party websites you visit through links on our site. Towanda Creek Animal Hospital disclaims any liability for information or services provided on external websites.

Accessibility

Towanda Creek Animal Hospital is committed to making our website accessible to all users, including individuals with disabilities. We strive to conform to generally recognized guidelines (such as WCAG 2.1) to ensure our site is perceivable, operable, understandable, and robust for everyone. If you experience any difficulty accessing content on our website or need assistance, please contact us at info@mytowandavet.com or call (570) 265-5244. We welcome feedback on how to improve the site’s accessibility and will make reasonable efforts to accommodate all users.

Intellectual Property

All content on this website, including but not limited to text, graphics, logos, images, videos, designs, software code, and layout (“Content”), is the property of Towanda Creek Animal Hospital or our licensors (including our website/marketing partner, MoodUS Media LLC), and is protected by copyright, trademark, and other intellectual property laws. Our clinic name, logo, and slogans are trademarks or service marks of Towanda Creek Animal Hospital. You may not use our trademarks, logos, or Content without prior written permission from us. Unauthorized use of our intellectual property is prohibited and may violate copyright or trademark laws. You are granted a limited, revocable license to access and use the site for its intended purpose – any other use (such as commercial exploitation, republication, or data mining) is not allowed without our explicit consent.

AI-Generated Content Disclaimer

Some content on our website may be generated or assisted by artificial intelligence (“AI”), including (but not limited to) educational articles, blog posts, form suggestions, or general pet care information. While we strive to review and ensure the accuracy of all information on our site, AI-generated content can occasionally contain errors or omissions. This AI-assisted content is provided for general informational purposes only and is not a substitute for professional veterinary advice. No algorithm can replace an actual examination and diagnosis by a qualified veterinarian. Therefore:

No Medical or Professional Advice: The information on our site (whether AI-generated or human-written) should not be relied upon for the diagnosis or treatment of your pet. Always consult a licensed veterinarian in person for authoritative advice regarding your animal’s health. Use of the site does not create a veterinarian-client-patient relationship.
Potential for Errors: We do not guarantee that the content on our site is free from inaccuracies. AI content, in particular, might be incomplete or outdated. Towanda Creek Animal Hospital will make efforts to correct any material errors brought to our attention, but we make no warranties as to the correctness or completeness of site content.

By using our website, you acknowledge these limitations. Any reliance you place on information obtained from our site is strictly at your own risk. We do not warrant the accuracy or usefulness of the information on our site, and we disclaim all liability and responsibility arising from any reliance placed on such content by you or anyone who may be informed of its contents:contentReference[oaicite:1]{index=1}. If you have questions or concerns about any content on the site, please contact us for clarification.

Disclaimers of Warranties

The website and all content, services, and features made available through it are provided on an “as is” and “as available” basis. Towanda Creek Animal Hospital and its partners (including MoodUS Media LLC) make no representations or warranties of any kind, express or implied, about the operation of the site or the information, content, or materials included therein. We do not guarantee that the site will be error-free or uninterrupted, that defects will be corrected, or that the site or the server that makes it available are free of viruses or other harmful components. To the fullest extent permitted by law, we disclaim all warranties, express or implied, including any implied warranties of accuracy, non-infringement, merchantability, and fitness for a particular purpose. This disclaimer includes, but is not limited to, any advice or information obtained by you from the site (including AI-generated content) and any outcomes related to use of our digital consultation services or third-party integrations. You assume full responsibility for your use of the site and any linked sites.

Limitation of Liability

To the maximum extent permitted by law, Towanda Creek Animal Hospital, MoodUS Media LLC (our third-party service partner), and our respective owners, employees, contractors, and agents will not be liable for any indirect, incidental, consequential, special, or punitive damages arising out of or relating to your use of (or inability to use) our website or services. This includes, but is not limited to, any damages for errors or omissions in site content, any loss or corruption of data, any reliance you place on information on the site, issues arising from AI-generated content, inaccuracies in analytics data, technical problems, communications failures, or unauthorized access to personal data. We shall not be liable for any loss of profits, loss of business, emotional distress, or any other damages, even if foreseeable and even if we have been advised of the possibility of such damages.

Specifically, you agree that Towanda Creek Animal Hospital and MoodUS Media LLC are not liable for any injury, loss, or claim arising from:

Your use of or reliance on any content on our site (including health information or AI-generated content).
Your participation in any digital consultation or advice received electronically.
The actions or omissions of any third-party service providers or platforms that we use (such as Facebook Messenger, Google Analytics, Meta Pixel, or web hosting providers).
Your use of any external links or third-party websites referenced or linked from our site.

In no event shall our total aggregate liability to you for all claims arising out of or relating to this website or the services exceed the amount (if any) you paid us for services in the past twelve months, or one hundred U.S. dollars (USD $100), whichever is less.

Indemnification: You agree to indemnify, defend, and hold harmless Towanda Creek Animal Hospital, MoodUS Media LLC, and our respective directors, officers, employees, and agents, from and against any and all claims, liabilities, damages, judgments, awards, losses, costs, or expenses (including reasonable attorneys’ fees) arising out of or relating to your use of the website or services, your violation of this Policy, or your violation of any rights of another person or entity.

Governing Law & Jurisdiction

This Policy and any disputes arising under it are governed by the laws of the Commonwealth of Pennsylvania, without regard to its conflict of laws principles. By using our site, you agree that any legal action or proceeding arising out of or relating to this site or this Policy shall be brought exclusively in the state courts of Pennsylvania. You consent to the personal jurisdiction of such courts and waive any objections to venue in those courts. The language in this Policy shall be interpreted as to its fair meaning and not strictly for or against any party.

If you access the website from outside the United States, you do so on your own initiative and are responsible for compliance with local laws. Our services are intended for users in the United States, and we make no representations that the content or practices of our site are appropriate or available in other locations.

Changes to Terms

We reserve the right to modify or update the Terms of Service at any time. If we make material changes, we will post the updated Policy on this page with a new effective date. Changes will be effective immediately upon posting unless otherwise stated. Your continued use of the site after any changes signifies your acceptance of the revised Terms. We encourage you to review this page periodically to stay informed of our latest terms.

Privacy Policy

Your privacy is important to us. This section of the Policy explains how Towanda Creek Animal Hospital collects, uses, shares, and protects your personal information, in compliance with applicable laws (including Pennsylvania state laws) and veterinary ethics. By using our website or providing us with information, you consent to the practices described below.

Information We Collect

We may collect several types of information from and about you, including:

Personal Identifiers: Information that can identify you, such as your name, mailing address, email address, phone number, and contact preferences. For example, when you fill out a contact or appointment request form, we will ask for your name, phone, email, and possibly your pet’s name and basic info.
Pet Health Information: Details about your pet that you provide to us, such as your pet’s name, species, breed, age, medical history, symptoms, and any other details relevant to veterinary care. This may occur if you submit an online form for a consultation or when scheduling an appointment. These details become part of your pet’s veterinary medical record.
Usage Data & Analytics: When you visit our site, we automatically collect certain information about your device and how you interact with our site. This may include your IP address, browser type, device type, pages viewed, dates/times of visits, and referring website. We collect this through cookies and similar tracking technologies (described more below) to understand how users use our site and to improve your experience.
Communication Data: Copies of your correspondence if you contact us (via email, web forms, chat, or social media messaging). For example, if you use our Facebook Messenger chat, we may receive your name and the content of your message. If you call or text us, we may log the date/time and content of those communications. These communications may be stored in our records.
Marketing Preferences: If you subscribe to our newsletter or opt-in to SMS alerts, we will record that consent and your preferences (e.g., what types of messages you wish to receive or not receive).
Cookies and Tracking Technologies: Information collected through cookies, pixels, and web beacons when you use our site (explained in “Cookies and Data Tracking” below). This can include data about your interactions on our site and with our ads.

We do not knowingly collect sensitive personal information through our website beyond what is necessary for providing veterinary services. For instance, we do not ask for Social Security numbers or payment card numbers through our online forms. Financial transactions (if any, such as online payments) would be handled via secure third-party payment processors, and such data is not stored on our site. We also do not intentionally collect any information from children under 13 (see “Children’s Privacy” below).

How We Use Your Information

We use the information we collect for various purposes consistent with providing and improving veterinary services and running our business. Uses include:

Providing Services and Customer Support: We use personal and pet health information to schedule appointments, provide veterinary consultations (both in-person and digital), diagnose and treat your pet, and maintain medical records. For example, if you submit your pet’s symptoms via an online form for a telehealth consult, we use that information to advise you on care.
Communication: We use your contact information (email, phone) to communicate with you about appointments, treatment plans, lab results, and follow-ups. We may also respond to inquiries you send us through the site or via email. If you’ve opted in, we send reminders for upcoming appointments or vaccinations due for your pet.
Marketing and Promotions (with Consent): With your consent, we may use your email or phone number to send you newsletters, promotional offers, or educational content about pet health and our services. For instance, we might email tips for seasonal pet care or notify you of new services at our clinic. (See “SMS/Text and Email Marketing” below for more on consent.) You can opt out of marketing messages at any time.
Site Analytics and Improvement: We use data collected about how users interact with our website to improve its design, content, and functionality. For example, we analyze what pages are most visited or where users spend time, which helps us understand what information is useful. This data also helps us troubleshoot technical issues and optimize site performance. We use Google Analytics and similar tools for this purpose (see below).
Advertising and Retargeting: We may use information about your visit to our site to serve you relevant advertisements on third-party platforms. For example, the Meta Pixel (Facebook Pixel) helps us show you ads on Facebook or Instagram related to our services, if you have visited our site. This is a common practice to reach interested clients. The data used for these ads is typically cookie identifiers and device information, not your name or medical details.
Compliance with Law and Regulations: We may use and disclose information as required to comply with applicable laws, regulations, and veterinary record-keeping requirements. For example, Pennsylvania law requires that we maintain veterinary medical records for a minimum of 3 years:contentReference[oaicite:2]{index=2}. We also may use information to fulfill our obligations under the Pennsylvania Breach of Personal Information Notification Act, as discussed later, in the event of a security incident:contentReference[oaicite:3]{index=3}.
Protection of Our Interests and Prevention of Misuse: We may use data to protect our clinic, staff, and other clients. For instance, we might review logs and communication records if we suspect misuse of our website or to investigate a complaint. We also reserve the right to use or disclose information as needed to prevent fraud, address security or technical issues, or protect the rights and safety of our practice, our clients, or others.
Business Transfers: In the unlikely event that Towanda Creek Animal Hospital undergoes a business transition such as a merger, acquisition, or sale of assets, your information (including client records and site user data) may be part of the transferred assets. If such a transfer occurs, we will ensure the successor entity is bound to respect the commitments we have made in this Policy regarding your personal information.

We will not use your personal information for purposes materially different from the above without informing you and obtaining your consent if required. We do not sell your personal information to third-party data brokers or marketers.

SMS/Text and Email Communications

Email Newsletters & Notices: If you provide your email address and consent to receive updates from us, we may send you email newsletters, announcements about our clinic, pet health tips, or promotional offers. All marketing emails will clearly identify Towanda Creek Animal Hospital as the sender and will include an “Unsubscribe” link or instructions so you can opt out of future emails. We comply with the federal CAN-SPAM Act for commercial emails, meaning we will honor opt-out requests promptly and will not mislead you with false subject lines or sender information.

Text Messages (SMS): By providing your mobile phone number and opting in, you consent to receive SMS text messages from us. These might include appointment confirmations or reminders, follow-up check-ins about your pet’s status, and occasional promotional or informational texts about our services. Message frequency will vary based on your interactions (for example, you might get a text reminder the day before a scheduled appointment). Standard message and data rates may apply to texts, as determined by your mobile carrier; Towanda Creek Animal Hospital does not charge any additional fees for texting.

Opting Out: Your consent to receive marketing emails or texts is voluntary. If you no longer wish to receive marketing emails, you can click the “Unsubscribe” link in any email or contact us to be removed from our email list. To opt out of text messages, you can reply “STOP” to any SMS we send, and we will remove you from future text communications (you may receive a confirmation of your opt-out via text). Note that if you opt out of promotional texts, we may still text you for non-marketing reasons when necessary (e.g., a text to notify you that your pet is ready for pickup from surgery or other transaction-specific communications). We will not send you texts or emails that are purely marketing without the appropriate consent.

Third-Party Providers: We may use third-party service providers to manage our email newsletter or text message campaigns. For example, we might use an email marketing platform or a texting service. These providers will have access to your contact information only as needed to send communications on our behalf and are not permitted to use your information for other purposes. We contractually require these providers to protect your data and comply with relevant privacy laws.

Cookies and Data Tracking

Our website uses “cookies” and similar tracking technologies to enhance your browsing experience and enable certain features. Cookies are small text files placed on your computer or device when you visit a site. We use cookies for purposes such as:

Essential Functions: Some cookies are necessary for the website to function properly (e.g., to remember your preferences or keep you logged in to any client portal, if applicable).
Analytics: We use analytics cookies to collect information about how visitors use our site. This helps us improve our content and user experience. For instance, we use Google Analytics, which sets cookies (_ga, _gid, etc.) to collect data on site usage without personally identifying individual users:contentReference[oaicite:4]{index=4}. These cookies allow Google Analytics to distinguish between new and returning visitors and provide us aggregated reports on metrics like page views, time on site, and how users found our website. The information collected via Google Analytics may include your IP address, which can indicate general location, but we do not receive your name or precise identity from these analytics. Google Analytics cookies may remain on your device for a set period (e.g., the `_ga` cookie typically lasts 2 years) unless you delete them.
Advertising & Social Media Pixels: We utilize the Meta Pixel (formerly Facebook Pixel) on our website. The Meta Pixel is a snippet of code that places a cookie on your browser to track your activity on our site and help us with advertising on Facebook/Instagram. This technology allows us to understand the effectiveness of our Facebook/Instagram ads and to reach people who have shown interest in our site. The Meta Pixel works by placing and triggering cookies to track users as they interact with our site, enabling Meta (Facebook) to match website visitors to their Facebook profiles:contentReference[oaicite:5]{index=5}. For example, if you visit our site and later use Facebook, you may see an advertisement from us in your feed. The data collected through the Meta Pixel may include pages you visited on our site, actions you took (e.g., clicking a link or submitting a form), and technical information about your browser. We do not receive personal identifiers like your Facebook username, but we can create custom audiences for ads based on this data. Meta’s use of the data is governed by Facebook’s privacy policy. You can opt out of certain targeted ads through your Facebook ad settings or via industry opt-out websites (such as the Digital Advertising Alliance). Similarly, if we use other advertising cookies or pixels (such as Google Ads conversion tracking), we will treat those similarly.
Other Third-Party Tools: Our site may integrate content or scripts from third-party providers that also use their own cookies, for example an embedded YouTube video or a Google Maps widget showing our location. These third-party cookies are controlled by the providers of those features and are subject to their privacy policies (e.g., Google’s privacy policy for YouTube or Maps).

Cookie Consent & Control: By using our website, you consent to the placement of cookies and similar tracking technologies on your device as described. You can control or delete cookies through your browser settings. Most web browsers allow you to block or delete cookies, or to alert you when cookies are being sent. However, if you disable cookies entirely, some features of our site (and others) may not function properly. For example, certain parts of the site might not remember your preferences or may load more slowly. We do not currently respond to “Do Not Track” signals, and we treat all visits the same, but you can opt out of targeted advertising cookies as noted. To learn more about cookies and how to manage them, you can visit allaboutcookies.org.

Google Analytics: Google Analytics is a web analytics service provided by Google. Google uses the data collected to track and examine the use of our website and to prepare reports on website activity for us. The information generated by Google Analytics cookies about your use of the site is transmitted to Google’s servers (which may be outside the U.S.) and is used in aggregate form. Google Analytics may also set additional cookies or use local storage. You can opt-out of Google Analytics tracking by installing the official Google Analytics Opt-out Browser Add-on, which prevents Google Analytics from collecting information on your visits. For more information, see Google’s documentation on “How Google uses cookies”:contentReference[oaicite:6]{index=6} and Google’s Privacy Policy.

Meta Pixel (Facebook Pixel): As mentioned, the Meta Pixel helps us with advertising and understanding user behavior. The data collected is shared with Meta (Facebook) and may be used by Meta for ad targeting beyond just our ads:contentReference[oaicite:7]{index=7}. We do not have access to personal information from Facebook; we just receive advertising metrics. If you want to opt out of Meta Pixel data collection on our site, you can use browser extensions or settings to block Facebook scripts, or adjust your ad settings on Facebook to limit tracking. Additionally, tools like the DAA WebChoices Tool or NAI Opt-Out can help you manage cookies from many advertisers.

Disclosure of Your Information – Third Parties

We value your privacy and handle your personal information with care. We share personal information outside of Towanda Creek Animal Hospital only in the following circumstances:

With Service Providers and Partners: We employ trusted third-party companies and individuals to help us operate our website and provide our services (for example, website hosting, data storage, email/text message distribution, analytics, and marketing services). A key partner is MoodUS Media LLC, a third-party digital agency that assists us by hosting our website, maintaining our online forms and site logic, handling certain analytics tasks, and managing some marketing campaigns on our behalf. In the course of providing these services, MoodUS Media LLC may have access to personal data (such as form submissions or site analytics data). We share data with such service providers only to the extent necessary for them to perform their functions. They are contractually obligated to keep your information confidential and to use it solely for the purpose of providing the specified services to us. Likewise, if we use other providers (e.g., an email newsletter service or a cloud database for records), we ensure those providers are bound by privacy and security obligations.
With Veterinary Specialists or Alternate Care Providers (With Consent): If your pet’s care requires a referral to a specialist or emergency clinic, we will, with your permission, share the relevant medical records and information with the other veterinary professionals to ensure continuity of care. For instance, if we refer your pet to a veterinary surgeon, we will forward the necessary medical history and lab results to them. We will obtain your consent before sharing your pet’s records, except in urgent situations where sharing is in the best interest of your pet (and even then, we limit it to what’s necessary and typically involve you in the process).
Legal Requirements and Safety: We may disclose information about you if we are required to do so by law, regulation, or legal process (such as in response to a subpoena or court order). We will also disclose information if requested by a government agency or regulator if we believe disclosure is required or appropriate to protect the rights, property, or safety of Towanda Creek Animal Hospital, our clients, our staff, or the public. For example, veterinary practices in Pennsylvania are subject to certain laws that may require disclosure of records in specific circumstances – such as reporting animal abuse or in response to a court order. We will only provide the information specifically required and will object to overbroad requests to protect client confidentiality when appropriate.
Business Transfers: As noted earlier, if we are involved in a merger, acquisition, restructuring, or sale of assets, your information (client records and site data) may be transferred to the successor entity. In such an event, we will ensure the new owner is bound by terms similar to this Policy with respect to your information. You would be notified via a notice on our website or via email of any change in ownership or control of your personal information.
With Your Consent: Apart from the situations above, we will share your personal information with third parties only if you have given us explicit consent to do so. For example, if you ask us to coordinate with a pet insurance company or to send your pet’s vaccination records to a grooming facility, we will share information as directed by you.

Importantly, we do not sell your personal information to third parties for their independent marketing or commercial purposes. We may share anonymized or aggregated information (which cannot identify you personally) with third parties for research, marketing, or analytical purposes. For instance, we might tell a local pet organization “X% of our website visitors showed interest in feline services,” without revealing anything identifiable about those visitors.

Veterinary Medical Records & Confidentiality

As a veterinary practice, we are committed to maintaining the confidentiality of your pet’s medical records and your personal information, in line with Pennsylvania laws and professional ethics. Veterinary patient records are considered confidential and privileged. We will not share or release your pet’s medical records or personal details without your consent, except in certain limited circumstances as required by law or professional regulations.

Pennsylvania law (Veterinary Medicine Practice Act and State Board regulations) provides specific protections for pet medical records:contentReference[oaicite:8]{index=8}. Here’s what you should know about how we handle your veterinary records:

Record Maintenance: We create and maintain a separate veterinary medical record for each animal we treat, as required by 49 Pa. Code § 31.22:contentReference[oaicite:9]{index=9}. This record typically includes identifying information (your name and your pet’s details), the pet’s medical history, exam findings, test results, treatments, and notes on communications with you (including consents or treatment plans). We keep records in either electronic or paper form in a secure manner. These records are the property of our hospital, but they are maintained for the benefit of you and your pet, and you have rights to access the information in them as described below.
Retention Period: We retain veterinary medical records for a minimum of three (3) years from the date of your pet’s last treatment or visit, as required by Pennsylvania regulation:contentReference[oaicite:10]{index=10}. In many cases, we keep records longer (for instance, for the life of the pet plus some years) to ensure continuity of care, but 3 years is the legal minimum. Even if you stop coming to our clinic, we will keep the record on file for at least the required retention period.
Confidentiality and Release of Records: We regard your pet’s medical records and your personal information as confidential. Veterinarians and their staff must protect client privacy and confidences:contentReference[oaicite:11]{index=11}. We will not disclose your records to third parties without your explicit consent, except in the following situations:
- If another veterinary clinic or specialist requests records and we have verification that you have authorized the transfer (for example, you tell us to fax your pet’s vaccine history to a new vet), we will release the relevant records.
- If we are required by law or court order to release records. In Pennsylvania, pet medical records may only be subpoenaed with the owner’s consent or a court order showing necessity:contentReference[oaicite:12]{index=12}:contentReference[oaicite:13]{index=13}. We will only comply with such requests that have the proper legal authority. Additionally, if public health or law enforcement officials demand records relevant to a public health matter (for instance, rabies vaccination status during an animal bite investigation), we may be obligated to provide that information:contentReference[oaicite:14]{index=14}.
- If necessary to protect human or animal health and welfare. In extremely rare situations, a veterinarian may determine it necessary to divulge certain information to prevent a serious imminent threat (for example, reporting a disease outbreak or animal abuse). We will only do so in accordance with professional ethical guidelines and applicable law.
Client Access to Records: You have the right to obtain copies or summaries of your pet’s medical records. If you submit a written request for your pet’s records, we will provide a copy or summary to you within 3 business days as required by Pennsylvania regulations:contentReference[oaicite:15]{index=15}. We may charge a reasonable fee for copying or summarizing records, but we will not withhold records from you due to any unpaid fees for services:contentReference[oaicite:16]{index=16}. In other words, even if you owe a balance for prior services, you are still entitled to get a copy of your records and we will provide them upon request.
Transfers to New Veterinarian: If you decide to transfer care to another veterinary provider, we can, upon your request, forward your pet’s medical records directly to that veterinarian. As noted, we will do so in a timely manner (typically within 3 business days of your request). Pet owners in Pennsylvania have the right to have their pet’s records forwarded to another vet of their choosing:contentReference[oaicite:17]{index=17}, and we fully support that right.
HIPAA and Veterinary Medicine: We often get questions about confidentiality and whether HIPAA (the Health Insurance Portability and Accountability Act) applies to veterinary practices. The answer is that HIPAA, which protects human medical information, does not legally apply to animals or veterinary clinics in the same way:contentReference[oaicite:18]{index=18}. Pets are not considered “patients” under HIPAA, and veterinary clinics are not “covered entities” under that federal law:contentReference[oaicite:19]{index=19}. However, we want to assure you that we take privacy just as seriously. We adhere to privacy best practices that align with HIPAA’s principles, even if not required by law. This means we implement administrative, technical, and physical safeguards to protect your information, we train our staff to maintain confidentiality, and we only share pet health information with those who need to know it (or as authorized by you). In summary, while your pet’s records aren’t protected by HIPAA, they are protected by Pennsylvania law and our ethical duty of confidentiality, and we treat them with a high standard of privacy and security.

By entrusting us with your pet’s care, you trust us with your information. We want you to know that we guard that trust closely. If you have any questions or need further clarification about how we handle medical records or confidentiality, please feel free to ask.

Data Security

We employ a variety of security measures to protect your personal information from unauthorized access, use, alteration, and disclosure. These measures include technical safeguards (such as encryption of data where appropriate, secure socket layer (SSL) technology on our website forms to encrypt data in transit, firewalls, and secure hosting environments) and organizational safeguards (such as employee training on data protection, access controls limiting which staff can see certain information, and policies on handling and sharing data). Our website is hosted in a secure environment maintained by MoodUS Media LLC, and we work with them to ensure up-to-date security practices are in place.

Please note, however, that no method of transmitting or storing data is 100% secure. While we strive to use commercially acceptable means to protect your personal information, we cannot guarantee absolute security. You should also play a role in protection by using strong passwords for any accounts and by not sharing your account credentials or personal information in unprotected channels.

Breach Notification: In the unlikely event that we experience a data breach that results in the unauthorized access or disclosure of your personal information, we will act promptly to contain and investigate the breach. We will also notify affected individuals and relevant authorities as required by law, including Pennsylvania’s Breach of Personal Information Notification Act (73 P.S. § 2301 et seq.):contentReference[oaicite:20]{index=20}. This Pennsylvania law requires businesses that maintain computerized personal information to notify any Pennsylvania residents whose unencrypted personal information was accessed by an unauthorized party due to a security breach:contentReference[oaicite:21]{index=21}. If such an incident occurs, we will provide notice to you without unreasonable delay, using the methods permitted by law (for example, written notice to your last known address, email notice, and/or prominent notification via our website):contentReference[oaicite:22]{index=22}. Our notification will include information about what happened and what we are doing in response, as well as any steps you may need to take to protect yourself. We may also provide credit monitoring or identity protection services to affected individuals if the breach involves certain sensitive information. Additionally, if a large breach occurs, we will follow any requirements to inform consumer reporting agencies or government regulators as required by the Act. Our goal is to be transparent and helpful to you in the event of any security issue.

Incident Response: Aside from legal requirements, as a matter of best practice, we have an internal incident response plan. If we suspect any data or security issue (even if not rising to the level of a legal breach that requires notice), we will investigate, mitigate any harm, and take steps to prevent future issues. This could include patching software, changing access credentials, re-training staff, or improving encryption, depending on the nature of the incident. We are continuously updating our security protocols in light of new threats and technologies to guard your data.

Data Retention

We will retain your personal information for as long as necessary to fulfill the purposes for which it was collected, as outlined in this Policy, and to comply with applicable law. Specifically:

Veterinary Medical Records: As noted, we keep medical records for at least 3 years from the last treatment date:contentReference[oaicite:23]{index=23}. In practice, we may retain them longer (often much longer) because pets may return for care after extended periods, and maintaining their history is useful for ongoing treatment. We also may be required by professional liability considerations to retain records for a certain time. When records reach the end of their retention period and are no longer needed, we will dispose of them securely (shredding paper records, permanently deleting electronic files) to prevent any unauthorized access.
Contact Information: If you are an active client, we will retain your contact info indefinitely as part of your account so we can continue to serve you. If you cease to be a client, we may retain your contact information for a period in case you return or to send reminders (unless you’ve opted out). If you unsubscribe from marketing emails or texts, we will retain your contact info on a “do not contact” list to ensure we respect your opt-out.
Web Analytics Data: Google Analytics data is retained according to Google’s standard policies. We have configured Google Analytics to retain user-level and event-level data for a certain period (e.g., 26 months) before automatic deletion, in accordance with Google’s options. Aggregated data in analytics reports may be kept longer. If you have opted out via Google’s mechanisms, new data will not be collected from you.
Correspondence: If you email us or message us, we may keep those communications for a period of time to reference in future interactions or to improve our services. For instance, if you emailed a complaint or customer service issue, we might retain that until it’s resolved plus some time after to ensure satisfaction. We will periodically review old communications and securely delete those that are no longer needed for business or legal purposes.
Legal Holds: In the event of a dispute, investigation, or legal claim, we may need to retain certain data beyond our normal retention periods until the matter is resolved. For example, if there is a malpractice allegation or an official complaint, we will preserve the relevant records until it is concluded.

When we no longer need personal information, we will destroy or anonymize it in a secure manner. For instance, paper documents will be shredded, and electronic data will be deleted or overwritten in a way that it cannot be recovered.

Children’s Privacy

Our website and services are not directed to children under 13 years of age, and we do not knowingly collect personal information online from anyone under 13. If you are under 13, please do not provide any information on this website or use our online contact forms. We ask that parents or guardians supervise children when they are online and instruct them not to give out personal information on our site or any site without permission.

If we learn that we have inadvertently collected personal information from a child under 13 through our website, we will delete that information as soon as possible. For example, if a 12-year-old fills out a form with their name and email asking a question about their pet, we will use that information only to respond (if appropriate) and then remove it from our records. If you believe we might have any information from or about a child under 13, please contact us so we can investigate and take prompt action.

Parents and legal guardians have the right to review and request deletion of personal information collected from their children. If you are a parent and have questions about any potential collection of your child’s data, please reach out to us using the contact information provided below.

Your Privacy Choices and Rights

We want you to have control over your personal information. Depending on applicable law, and to the extent practicable, you may have the following rights regarding your information:

Access and Review: You have the right to request access to the personal information we hold about you. This includes your basic contact information, communications, and your pet’s medical records. As noted, pet medical records can be requested in writing and we will provide them within 3 business days:contentReference[oaicite:24]{index=24}. For other personal data, you can contact us and we will endeavor to provide you with a copy of your information in a reasonable timeframe.
Correction/Rectification: If any of your personal information is inaccurate or has changed (for example, you change your phone number or move to a new address), you have the right to ask us to correct or update it. We appreciate it if you keep us informed of any changes so we can keep our records accurate. We will promptly update our records upon verification of the new information.
Deletion: You may request that we delete your personal information. Note that this right is not absolute – for example, we cannot delete veterinary medical records that we are required to retain by law or necessary for ongoing treatment, and we may need to keep certain information for legal compliance (such as financial transaction records). However, if you are no longer a client, you may request we remove certain contact data from marketing lists. We will evaluate deletion requests in light of our legal obligations and will inform you of what can be deleted versus what we must retain.
Opt-Out of Marketing: As discussed, you can always opt out of marketing communications. Follow the unsubscribe instructions in emails, reply STOP to texts, or contact us to update your preferences. This will not affect transactional communications (like appointment reminders or medical instructions) that are not primarily promotional.
Opt-Out of Analytics/Tracking: While we do not have direct personally identifiable data from analytics, you can take steps outlined above to opt out of Google Analytics and Meta Pixel tracking if you choose (via browser settings, opt-out tools, or ad preferences). You can also use private browsing modes or content blockers if you wish to reduce tracking. We currently do not offer a separate mechanism on our site to disable analytics cookies (aside from your browser controls) but will honor global privacy control signals or similar if legally required in the future.
Non-Discrimination: We will not discriminate against you for exercising any privacy rights. For example, if you opt out of marketing, we will not refuse service to you or provide a different level of care. (We might not be able to provide certain conveniences if we can’t use your data – e.g., if you don’t allow us to save your phone number, we can’t text reminders – but we will do our best to accommodate alternate arrangements.)

To exercise any of these rights or make inquiries about your data, please contact us (see “Contact Information” below). We may need to verify your identity before fulfilling certain requests (for instance, to ensure that the person asking for records is actually the pet owner or an authorized representative). Verification might involve checking a piece of information we have on file or requiring a photo ID for sensitive requests, depending on the nature of the data.

Please note that the rights above are reflective of general privacy principles. Specific rights may vary based on your jurisdiction. Pennsylvania currently does not have a comprehensive consumer privacy law like some other states, but we aim to follow best practices. If you are a resident of a state or country with additional privacy rights (such as California or the European Union), please notify us and we will strive to honor applicable rights (like access, deletion, etc.) as required by those laws, although our services are primarily targeted within Pennsylvania.

Third-Party Website Privacy

This Policy applies only to Towanda Creek Animal Hospital’s website and practices. If you access external links from our site (for example, to a pet pharmacy, a lab results portal, or any other third-party resource), be aware that those websites have their own privacy policies. We have no control over and are not responsible for the content, privacy practices, or data handling of external sites. We recommend that you review the privacy policy of any third-party site you visit.

Additionally, if you find us via social media (such as our Facebook page) or engage with our content on other platforms, those platforms’ privacy terms apply to your interactions there. For instance, if you message us via Facebook, Facebook’s privacy policy governs the data transmitted through that platform, even though we will treat the content of your message as confidential on our end. Always exercise caution and look for privacy disclosures when moving to a new website.

Changes to Our Privacy Policy

We may update or revise our Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or for other reasons. If we make significant changes to how we handle your personal information, we will notify you in a manner appropriate to the significance of the changes. This might include posting a prominent notice on our website (for example, a banner or pop-up notification), and/or sending an email notification to clients for whom we have an email on file, informing you of the updated policy.

At the top of this Policy, we state the effective date. Changes will be effective as of the “Effective Date” or the date communicated in any notice. Your continued use of our website or services after a policy update constitutes your acceptance of the changes. If you do not agree with the revised terms, you should cease using our site and can request us to remove your data as per your rights. We encourage you to periodically review this Policy to stay informed about how we are protecting your information.

Contact Information

If you have any questions, concerns, or comments about this Terms of Service & Privacy Policy, or if you wish to exercise any of your privacy rights, please contact us:

Towanda Creek Animal Hospital
13487 Route 220
Towanda, PA 18848, USA
Phone: (570) 265-5244
Email: info@mytowandavet.com

Please indicate the nature of your inquiry (e.g., “Privacy Request”, “Policy Question”) so we can direct it to the appropriate personnel. For privacy-specific requests or concerns, you may also address your correspondence to the attention of “Privacy Officer” or similar title, and we will ensure it reaches the right individual in our organization.

We will respond to legitimate inquiries as soon as reasonably possible, generally within 30 days. If you are not satisfied with our response, and applicable law provides, you may have the right to contact a regulatory authority (such as the Pennsylvania Attorney General’s Office or a professional veterinary board) to lodge a complaint. However, we encourage you to contact us first so we can address your concerns directly.

Thank you for choosing Towanda Creek Animal Hospital. We appreciate your trust and are dedicated to caring for both your pets and your personal data with the utmost respect and diligence.