Ai Policy

This Policy applies to:

• visitors to our website and landing pages;
• users who interact with our forms, chat tools, content experiences, or automated workflows;
• current and prospective clients;
• vendors, contractors, and partners interacting with our systems; and
• data processed through our marketing, creative, analytics, automation, and optimization services, subject to applicable law and contract.

This Policy does not replace any separate contractual commitments we make to clients. If a client agreement contains more specific terms regarding AI use, confidentiality, data handling, approvals, or compliance obligations, the client agreement will control to the extent of any conflict.

3. How We Use AI

We may use AI Tools for legitimate business and service-delivery purposes, including to:

• draft, edit, summarize, or organize marketing content, campaign materials, ad copy, landing page copy, emails, reports, and related business communications;
• assist with research, brainstorming, ideation, categorization, tagging, and workflow automation;
• analyze website activity, campaign performance, conversion trends, customer behavior signals, and operational data;
• support search, recommendation, personalization, routing, scoring, segmentation, and optimization functions;
• assist with customer service, lead qualification, appointment intake, FAQ handling, and chat-based interactions;
• identify anomalies, abuse, spam, fraud indicators, or security issues; and
• support internal productivity, quality control, documentation, and training.

Our use of AI may vary by platform, campaign, client, region, and service type.

4. Human Oversight

We do not treat AI output as automatically accurate, complete, or suitable for every purpose.

Where appropriate, our team may review, revise, validate, approve, or reject AI-assisted output before publication, delivery, or use. The degree of human review may vary depending on the context, including the nature of the content, the service involved, the sensitivity of the data, contractual obligations, legal requirements, and operational needs.

You should not rely on AI-generated or AI-assisted output from our website or services as legal, medical, financial, tax, employment, regulatory, or other professional advice.

5. Data We May Use With AI Tools

Depending on the interaction, the type of service, and applicable law, the data used with AI Tools may include:

• website usage data and analytics;
• form submissions and lead information;
• communications and support inquiries;
• campaign inputs, creative briefs, performance metrics, and related client materials;
• publicly available information;
• de-identified, aggregated, or pseudonymized data; and
• business records and operational information needed to provide services.

We seek to limit the data used with AI Tools to what is reasonably necessary for the intended purpose.

6. Restricted and Regulated Data

Unless expressly authorized by us in writing and supported by appropriate contractual, technical, and operational safeguards, users may not use our website, forms, chat tools, portals, or services to submit, upload, transmit, process, or prompt AI Tools with regulated, restricted, or highly sensitive data, including:

• protected health information or other regulated health data subject to HIPAA or similar health privacy laws;
• personal information of children in a manner subject to COPPA or similar children’s privacy laws;
• student education records or related personally identifiable information subject to FERPA or similar laws;
• consumer financial information subject to GLBA or similar financial privacy laws;
• personal data subject to privacy laws or transfer restrictions, including where disclosure would violate GDPR, UK GDPR, PIPEDA, Quebec Law 25, CCPA/CPRA, or similar laws;
• payment card data, government-issued identification numbers, biometric data, authentication credentials, trade secrets, or other information requiring enhanced protection under applicable law or contract.

Users are solely responsible for ensuring that the information they provide to York Veterinary Hospital through any platform, campaign, workflow, or AI-enabled interaction is lawful to share and process.

7. Prohibited Uses

You may not use our website, AI-enabled tools, or services:

• in violation of any applicable law, regulation, court order, sanction, or contractual restriction;
• to submit, upload, or process data you do not have the legal right to disclose, use, or transfer;
• to generate, distribute, or facilitate unlawful, deceptive, defamatory, infringing, fraudulent, discriminatory, harassing, or misleading content;
• to impersonate any person or entity or misrepresent affiliation, authority, or identity;
• to test, exploit, reverse engineer, overload, disrupt, or interfere with our systems or third-party AI providers;
• to create or distribute malware, spam, disallowed surveillance content, or abusive automated activity;
• to send unlawful marketing communications or use our services in a way that would violate CAN-SPAM, CASL, TCPA, advertising laws, consumer protection laws, or similar rules; or
• in any way that would cause York Veterinary Hospital, its clients, or its service providers to violate applicable privacy, data protection, advertising, healthcare, financial, education, child-safety, intellectual property, or cybersecurity laws.

We reserve the right to suspend, restrict, or terminate access where we believe a use case creates legal, security, operational, or reputational risk.

8. Third-Party AI Providers

We may use AI Tools provided by third-party vendors, service providers, cloud platforms, software partners, or embedded technologies. Those providers may process data on our behalf or provide AI functionality within tools we use.

When appropriate, we may implement measures such as vendor review, contractual protections, access controls, data minimization, configuration controls, retention limitations, security review, and monitoring practices.

Third-party AI providers may have their own terms, policies, and technical limitations. Our use of third-party AI services remains subject to applicable law and our contractual obligations, but we cannot guarantee uninterrupted availability, error-free operation, or universal suitability of any specific AI model or provider.

9. No Guarantee of Accuracy or Suitability

AI systems can produce incorrect, incomplete, outdated, biased, or misleading outputs. They may also generate content that is repetitive, inconsistent, or not aligned with brand, legal, or factual requirements.

For that reason:

• AI-assisted content may require editing or verification;
• AI-generated recommendations should be independently evaluated before business use;
• automated outputs should not be treated as the sole basis for important decisions without appropriate human review; and
• users remain responsible for evaluating whether any output is appropriate for their intended use.

10. Intellectual Property and Content Use

AI Tools may be used to assist in generating, refining, transforming, or organizing content. However, AI-generated or AI-assisted content may raise intellectual property, attribution, ownership, originality, licensing, or usage-rights questions depending on the tool, provider, source materials, governing law, and contract terms.

Accordingly:

• we may require review before final publication or delivery of AI-assisted materials;
• we may restrict use of certain source materials in certain AI tools;
• we may require clients and users to confirm they have rights to materials they provide to us; and
• final ownership, license, and usage rights for deliverables will be governed by the applicable contract, not this Policy alone.

You represent that any materials you provide to us for processing, analysis, generation, or transformation do not violate law or infringe the rights of others, and that you have the necessary permissions to provide such materials.

11. Confidentiality

We aim to handle confidential information in a manner consistent with our contractual and legal obligations. Where confidentiality restrictions apply, we may limit or prohibit the use of certain AI Tools, use approved vendors only, require internal approvals, or apply technical and operational safeguards.

Still, no online platform, automated system, or AI environment is completely risk-free. You should avoid submitting confidential or proprietary information through public website forms, general chat tools, or open submission channels unless specifically requested and appropriately protected.

12. Fairness, Bias, and Responsible Use

We recognize that AI systems can reflect or amplify bias contained in training data, prompts, assumptions, or system design. We seek to use AI responsibly and may take steps such as prompt controls, output review, escalation procedures, restricted use cases, and policy-based limitations to reduce harmful or inappropriate outcomes.

We do not permit use of our website or services to generate, automate, or distribute content that is unlawful, deceptive, discriminatory, harassing, infringing, or otherwise prohibited by our Terms of Use or applicable law.

13. Automated Interactions

Certain features on our website or platforms may involve automated or AI-assisted interactions, such as chat agents, content recommendations, intake flows, lead routing, response drafting, or support triage. In some cases, these systems may operate in real time or near real time.

Those interactions are intended to improve responsiveness and efficiency, but they may not fully understand context, nuance, or special circumstances. Where needed, matters may be escalated to human personnel.

14. Client Services and Approvals

For client work, AI may be used as part of campaign development, conversion rate optimization, analytics, reporting, design assistance, content development, testing, personalization, or workflow automation, unless restricted by contract or client instruction.
Where applicable:

• clients may request limits on certain AI uses;
• certain deliverables may be subject to approval before launch or publication;
• clients remain responsible for reviewing and approving final materials, claims, disclosures, targeting criteria, and business decisions; and
• we may decline to use AI in a particular workflow where we determine the legal, operational, quality, or contractual risk makes such use inappropriate.

15. Security and Retention

We may use administrative, technical, and organizational measures designed to protect information processed through AI-enabled workflows. These measures may include role-based access, authentication controls, vendor restrictions, environment separation, logging, review procedures, and retention management.

We retain data for as long as reasonably necessary for the purposes described in this Policy, to comply with law, to enforce agreements, to resolve disputes, or as otherwise disclosed in our Privacy Policy or client agreements.

16. International Use

We may operate across multiple jurisdictions and may use vendors or infrastructure located in different countries. As a result, information may be processed, stored, or accessed internationally, subject to applicable legal requirements and any relevant contractual safeguards.

If local law imposes additional requirements regarding notices, consent, automated processing, cross-border transfers, or user rights, those requirements will supplement this Policy where applicable.

17. Your Responsibilities

By using our website or services, you agree that you will:

provide only information you are legally permitted to share;
• avoid submitting restricted or regulated data unless we have expressly agreed to receive it;
• review AI-assisted outputs before relying on them for business, legal, financial, healthcare, regulatory, or other significant decisions; and
• comply with all applicable laws, regulations, and contractual obligations relating to your use of our platform and services

18. Policy Updates

We may update this AI Policy from time to time to reflect changes in our services, vendors, legal requirements, or business practices. When we do, we will post the updated version on this page and revise the “Last Updated” date above. Material changes may also be communicated through additional notices where required.

19. Contact Us

If you have questions about this AI Policy or our AI-related practices, please contact:

York Veterinary Hospital

Email: hello@yorkveterinaryhospital.ca