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Messaging & Communications Privacy Policy

Effective Date: September 21, 2025

Moraine Grove Veterinary Clinic, Inc. (“we,” “our,” or “us”) values your privacy and is committed to protecting your personal information. This policy explains how we collect, use, and protect your information when we communicate with you via SMS/MMS (text), email, phone/voicemail, and other digital channels.

Scope (Channels Covered)

    • SMS/MMS (text messages)
    • Email
    • Phone calls and voicemail
    • Web forms and website chat (if offered)
    • Social media direct messages (e.g., Facebook/Instagram messages)
    • Push notifications or in‑app messages (if offered)

Information We Collect

When you opt in or otherwise communicate with us through these channels, we may collect:

    • Contact details: name, mobile phone number, email address.
    • Your pet’s name(s) and relevant appointment or medical details needed for care.
    • Communication content and metadata: messages you send us, our replies, timestamps, message status (delivered, opened), and link clicks (for email).
    • Preferences: communication preferences and consent/opt‑in records.
    • Technical data: device or browser type, IP address, email client type, and (if applicable) push notification tokens.
    • Call data: time/date, duration, and—if we record calls—audio recordings with notice where required.
    • Do‑not‑contact/suppression lists to honor opt‑out requests.

Please avoid sending payment card numbers or other highly sensitive information by SMS, email, or social media, as these channels are not fully secure.

How We Use Communications

We use SMS, email, phone, and other channels to:

    • Confirm or remind you of appointments.
    • Notify you of prescription refills, lab/test results, or pet care updates.
    • Communicate regarding your pet’s care, including time‑sensitive or emergency updates.
    • Send service and account notices (e.g., policy changes, billing notices).
    • Provide general pet care reminders (e.g., vaccinations, checkups).
    • Deliver marketing and promotional information (with your consent where required).
    • Request feedback or conduct client satisfaction surveys.
    • Maintain records required for our services and legal obligations.

Consent and Legal Basis

    • By providing your phone number and/or email and opting in, you consent to receive communications from us through those channels. Message and data rates may apply. Message frequency varies.
    • In some cases (especially promotional SMS or autodialed/prerecorded calls), specific consent may be required. We will obtain it where applicable.
    • You can withdraw consent or change preferences at any time (see “Managing Your Preferences & Opting Out” below).

Managing Your Preferences & Opting Out

    • SMS/MMS: Reply STOP to opt out. Reply HELP for help. After opting out, you won’t receive further marketing texts; you may still receive transactional/service-critical messages if permitted by law and necessary for your pet’s care, or we’ll use another channel you allow.
    • Email: Click the Unsubscribe link in any marketing email. We will process unsubscribe requests promptly (generally within 10 business days). You may continue to receive non‑marketing emails (e.g., appointment or care updates).
    • Phone: To opt out of marketing calls/voicemails, tell our staff during a call or contact us using the details below. We may still call about appointments, billing, or urgent care matters.
    • Preferences: Contact us at any time to update your contact details, preferred channels, or marketing preferences.

Tracking and Analytics in Emails Our emails may use standard technologies (e.g., tracking pixels and unique links) to understand delivery, opens, and clicks so we can improve communications. You can disable images in your email client to reduce tracking, or unsubscribe from marketing emails.

Data Security

We implement technical and organizational safeguards to protect your information, including:

    • Access controls (only authorized personnel can access personal information)
    • Encryption in transit where supported (e.g., TLS for email, HTTPS)
    • Secure systems and network protections
    • Staff training and regular security reviews

No system is 100% secure, and SMS/email/social media are not fully secure channels. Please do not share highly sensitive information over these channels.

Data Retention

    • We retain communications relevant to your pet’s care as part of your client/patient record in accordance with our retention policies and applicable law.
    • Marketing communications and related logs are generally retained for a limited period consistent with our business needs and legal requirements.
    • Opt‑out/suppression records are kept as needed to honor your preferences.

Sharing of Information

We do not sell your personal information. We may share it with:

    • Service providers that help us deliver communications and run our operations (e.g., SMS gateways, email service providers, phone/VOIP systems, practice management software, IT/security vendors). These providers must protect your information and use it only for our purposes.
    • Professional advisors (e.g., auditors, legal counsel) under confidentiality obligations.
    • Authorities or other parties when required by law, to protect rights/safety, or in connection with a merger, acquisition, or similar business transfer.

Communicating via Third‑Party Platforms If you message us through third‑party platforms (e.g., social media), your use of those platforms is also subject to their own privacy terms and settings, which we do not control.

International Transfers If your information is processed or stored outside your state or country, we take steps designed to ensure an appropriate level of protection in line with applicable law.

Your Rights Depending on your location, you may have rights to access, correct, or delete certain personal information, or to object to/limit certain processing. To exercise rights or make a request, contact us using the details below. We may need to verify your identity.

Changes to This Policy We may update this policy from time to time. Changes will be posted on our website with a new effective date when applicable.

Contact Us

Moraine Grove Veterinary Clinic, Inc.
637 New Castle Rd.
Butler, PA 16001

Phone: 724-285-4225

Email: sms@morainegrove.com 

Website: https://www.morainegrove.com

Regulatory Notes and Good Practices (Summary)

    • Marketing emails include our business name, a physical mailing address, and an unsubscribe link. We avoid deceptive subject lines.
    • For promotional texts or autodialed/prerecorded calls, we obtain required consents and honor STOP requests promptly.
    • You can always contact us to adjust how we reach you across different channels.