Privacy Policy

Heart of Chelsea, a Suveto Network Hospital

PRIVACY POLICY

Last Updated: April 1, 2026

IMPORTANT NOTICE: This Privacy Policy applies to all websites, mobile applications, digital communications, and services operated by Suveto and its affiliated veterinary hospital entities (collectively, Heart of Chelsea "Suveto," "we," "us," or "our"). Please read this Policy carefully. By accessing our website or using our services, you acknowledge that you have read, understood, and agree to the practices described herein.

1. INTRODUCTION AND SCOPE

Heart of Chelsea is committed to protecting the privacy and security of the personal information entrusted to us by our clients, website visitors, and other individuals who interact with our business (collectively, "you" or "users").

This Privacy Policy describes:

  • The categories of personal information we collect;
  • The purposes for which we collect and use that information;
  • How we share information with third parties;
  • Your rights under applicable law;
  • How we protect your information; and
  • How you can contact us with questions or requests.

This Policy applies to all personal information collected through our websites (including suveto.com and any affiliated hospital websites), mobile applications, in-person visits, telephone calls, text messages, emails, and other interactions with Heart of Chelsea.  Submitting information through our website or online forms does not establish a veterinarian-client-patient relationship (VCPR). A VCPR is only established following an in-person examination and in accordance with applicable laws.

Heart of Chelsea is part of the Suveto Hospital Network. We encourage you to review the Suveto privacy policy at https://suveto.com/privacy-policy/

2. INFORMATION WE COLLECT

We collect personal information in connection with providing veterinary care and operating our business. The categories of personal information we may collect include:

2.1 Information You Provide Directly

  • Identification data: Full name, mailing address, email address, telephone number(s), and emergency contact information;
  • Account credentials: Username, password, and security question answers if you create an online account;
  • Payment information: Credit/debit card numbers, billing address, and bank account information (processed through PCI-DSS compliant payment processors);
  • Pet/patient information: Pet name, species, breed, age, weight, medical history, vaccination records, prior treatment records, medications, and veterinarian notes;
  • Appointment and service records: Appointment dates, services requested, treatment notes, and visit summaries;
  • Communications: Content of messages you send us via email, text, contact forms, or other channels; and
  • Preferences and consents: Communication preferences, consent forms, authorization records, and marketing opt-in/opt-out choices.

2.2 Information Collected Automatically

When you visit our websites, we and our service providers automatically collect certain technical information, including:

  • Device and browser information: IP address, browser type and version, operating system, device type, and unique device identifiers;
  • Usage data: Pages visited, time spent on pages, links clicked, referring URL, and navigation paths;
  • Cookie and tracking data: Information collected through cookies, web beacons, pixel tags, and similar tracking technologies (see Section 6 for details); and
  • Location data: General geographic location derived from IP address.

2.3 Information Received from Third Parties

We may receive personal information from third parties, including:

  • Referring veterinarians, specialists, or emergency clinics who transfer patient records;
  • Pet insurance companies, with your authorization;
  • Payment processors and financial institutions; and
  • Marketing or analytics partners that assist us in operating our website and business.

3. HOW WE USE YOUR INFORMATION

We use the personal information we collect for the following purposes:

3.1 Providing Veterinary Care and Services

  • Scheduling, confirming, and managing appointments;
  • Providing veterinary medical care, diagnosis, and treatment to your pets;
  • Maintaining medical records and patient histories;
  • Processing payments and managing billing;
  • Communicating appointment reminders, follow-up care instructions, and health alerts; and
  • Coordinating with referral veterinarians and specialists, as authorized.

3.2 Business Operations and Legal Compliance

  • Operating, maintaining, and improving our websites and services;
  • Complying with applicable laws, regulations, and professional licensing requirements;
  • Preventing fraud, unauthorized access, and other illegal activities; and
  • Responding to legal process, court orders, or lawful requests from government authorities.

3.3 Communications and Marketing

  • Sending service-related communications, including appointment confirmations, reminders, follow-ups and receipts;
  • Sending transactional text messages (SMS) to the mobile number you provide, including appointment reminders and care follow-ups (see Section 5 for opt-out rights);
  • Sending promotional communications about our services, new locations, special offers, — only where you have provided consent or where otherwise permitted by law; and
  • Responding to your inquiries, requests, and feedback.

3.4 Analytics and Improvement

  • Analyzing website traffic and usage patterns to improve our digital services;
  • Conducting internal research and analytics to improve care quality and operational efficiency; and

4. SHARING OF PERSONAL INFORMATION

4.1 We Do Not Sell Your Personal Information

Heart of Chelsea does not sell or trade your personal information to third parties for monetary or other valuable consideration.

4.2 Service Providers

We may share personal information with trusted third-party service providers who perform functions on our behalf, including:

  • Information technology and data hosting providers;
  • Payment processors and billing services;
  • Appointment scheduling platforms (such as Otto, PetDesk, or Chckvet);
  • Client communication platforms (such as Otto, AllyDVM, Chckvet and PetDesk)
  • Messaging providers (such as Weave and similar services used to deliver SMS messages)
  • Marketing, analytics, and advertising partners (including Google, Meta, and programmatic advertising platforms);
  • Cybersecurity and fraud prevention vendors;
  • Legal, accounting, and auditing professionals; and
  • Laboratory, diagnostic, and pharmaceutical partners involved in patient care.

All service providers are required by contract to: (a) use personal information only as instructed by Heart of Chelsea; (b) maintain appropriate security measures; and (c) not further disclose personal information except as authorized.

4.3 Professional Referrals and Emergency Care

With your authorization, or where necessary in an emergency to protect your pet’s health, we may share patient records with referring veterinarians, specialist clinics, emergency animal hospitals, or other treating providers.

4.4 Legal Obligations and Protection of Rights

We may disclose personal information when required or permitted by law, including:

  • To comply with a subpoena, court order, legal process, or government request; and
  • To investigate, detect, or prevent fraud, security breaches, or illegal activity.

5. TEXT MESSAGING (SMS) COMMUNICATIONS

5.1 Program Description

With your consent, Heart of Chelsea may communicate with you via text message (SMS or MMS) for purposes including appointment reminders, confirmations, post-visit follow-ups, care alerts, and other transactional messages related to your pet’s health care.

5.2 Consent

By providing your mobile telephone number and opting in to receive text messages from Heart of Chelsea — whether through our website, at the time of registration, or at any other point — you consent to receive text messages from us. Your consent is not a condition of receiving our veterinary services.

5.3 Message and Data Rates

Message and data rates may apply depending on your mobile carrier plan.

5.4 How to Opt Out

You may opt out of receiving text messages from Heart of Chelsea at any time by:

  • Replying STOP to any text message you receive from us; or
  • Contacting us at privacy@suveto.com

After opting out, you will receive a single confirmation message. You will not receive further marketing text messages, though we may still contact you by text for urgent, safety-related matters affecting your pet's ongoing care where required.

6. COOKIES AND TRACKING TECHNOLOGIES

6.1 What Are Cookies?

Cookies are small data files placed on your device when you visit a website. They allow the website to recognize your device and remember information about your visit. We use cookies and similar tracking technologies on our websites.

6.2 Your Cookie Choices

You can control cookies through the following means:

  • Cookie Banner/Preference Center: Upon your first visit, we display a cookie consent banner allowing you to accept or decline non-essential cookies. You may update your preferences at any time via the 'Cookie Settings' link in our website footer.
  • Browser Settings: Most browsers allow you to refuse or delete cookies through their settings. Instructions are available in your browser's help documentation. Note that disabling cookies may affect the functionality of our website.

7. CALIFORNIA PRIVACY RIGHTS (CCPA/CPRA)

This Section applies to residents of California and provides disclosures required by the California Consumer Privacy Act of 2018, as amended by the California Privacy Rights Act of 2020 (together, the "CCPA/CPRA").

7.1 Categories of Personal Information Collected

In the preceding 12 months, we have collected the following categories of personal information as defined under California law:

  • Identifiers: Name, postal address, email address, phone number, IP address, and online identifiers;
  • Customer Records Information: Name, signature, address, telephone number, credit/debit card number, and medical/health information;
  • Commercial Information: Services purchased or considered, payment history;
  • Internet or Network Activity: Browsing history on our website, search queries, and interactions with our digital services;
  • Geolocation Data: Approximate location derived from IP address;
  • Inferences: Preferences inferred from your interaction with our website or communications; and
  • Sensitive Personal Information: Medical information related to your pets (which may incidentally reference health information about you in the context of zoonotic conditions or allergies).

7.2 Purposes for Collection

We collect personal information for the business and commercial purposes described in Section 3 above. We do not use sensitive personal information for purposes other than those permitted under the CCPA/CPRA.

7.3 Categories of Sources

We collect personal information directly from you, automatically through website interactions, and from third-party service providers and partners as described in Section 2.

7.4 Categories of Third Parties to Whom We Disclose Personal Information

We disclose personal information to the categories of third parties described in Section 4, including service providers and partners. We do not sell or share your personal information for cross-context behavioral advertising.

7.5 Your California Privacy Rights

California residents have the following rights under the CCPA/CPRA:

  • Right to Know: You may request that we disclose the categories and specific pieces of personal information we have collected about you, the categories of sources, the business purpose for collection, and the categories of third parties with whom we share such information.
  • Right to Delete: You may request that we delete personal information we have collected about you, subject to certain exceptions (e.g., where retention is necessary to complete a transaction, comply with a legal obligation, or for security purposes).
  • Right to Correct: You may request that we correct inaccurate personal information that we maintain about you.
  • Right to Opt Out of Sale or Sharing: We do not sell or share your personal information for cross-context behavioral advertising. No opt-out is needed, but you may submit a request to confirm our practices.
  • Right to Limit Use of Sensitive Personal Information: You may request that we limit the use and disclosure of sensitive personal information to the purposes specified under the CCPA/CPRA.
  • Right to Non-Discrimination: We will not discriminate against you for exercising any of your privacy rights. We will not deny you services, charge different prices, or provide a different quality of service because you exercised your rights.

7.6 How to Submit a Request

To exercise any of the rights above, you or your authorized agent may submit a verifiable consumer request by:

  • Emailing us at: privacy@suveto.com;

We will verify your identity before processing your request. We may require you to provide information sufficient to verify your identity, such as your name, email address, account information, or other identifying details we have on file. You may designate an authorized agent to make a request on your behalf by providing written authorization.

We will respond to a verifiable consumer request within 45 days of receipt. If we require additional time (up to 90 days total), we will provide written notice of the reason and extension. We will deliver our response electronically or by mail at your option.

You may make a Request to Know twice within any 12-month period without charge.

7.7 California Shine the Light

California Civil Code Section 1798.83 permits California residents to request information about our disclosure of personal information to third parties for direct marketing purposes. As noted above, we do not sell your personal information. If you have questions, please contact us using the information in Section 13.

7.8 Global Privacy Control

We recognize and honor the Global Privacy Control (GPC) signal. If your browser or device sends a GPC signal, we will treat it as a request to opt out of the sale or sharing of your personal information for the browser or device from which the signal is sent, consistent with California law.

8. DATA RETENTION

We retain personal information for as long as necessary to fulfill the purposes for which it was collected, comply with legal and regulatory obligations (including veterinary medical record retention requirements under applicable state law), resolve disputes, and enforce our agreements.

Veterinary medical records are retained in accordance with applicable professional standards and state law, which may require retention for a minimum period after the last patient visit. Transactional and billing records are retained as required by tax and accounting laws. After the applicable retention period, personal information is securely deleted or de-identified.

9. DATA SECURITY

Heart of Chelsea employs administrative, technical, and physical security measures designed to protect your personal information against unauthorized access, disclosure, alteration, and destruction.

Despite these measures, no data transmission over the internet or electronic storage system is guaranteed to be 100% secure. If you have reason to believe that your interaction with us is no longer secure, please notify us immediately using the contact information in Section 13.

In the event of a data breach that is required to be reported under applicable law, we will notify affected individuals and authorities in accordance with our legal obligations.

10. CHILDREN'S PRIVACY

Our websites and services are not directed to children under the age of 13, and we do not knowingly collect personal information from children under 13 without verified parental consent. If we learn that we have inadvertently collected personal information from a child under 13, we will promptly delete it.  If you are a parent or guardian and believe we may have collected information from your child without consent, please contact us at privacy@suveto.com.

11. THIRD-PARTY LINKS

Our websites may contain links to third-party websites, including those of partner practices, laboratories, pet health resources, or social media platforms. Heart of Chelsea is not responsible for the privacy practices or content of those third-party sites. We encourage you to review the privacy policies of any website you visit through a link from our site.

12. CHANGES TO THIS PRIVACY POLICY

We may update this Privacy Policy from time to time to reflect changes in our practices, applicable law, or technology. When we make material changes, we will:

  • Post the revised Policy on this page with a new 'Last Updated' date;
  • Provide a notice on our website home page for a period following the change; and
  • Where required by law or where we deem it appropriate, notify you by email or other direct communication.

Your continued use of our website or services after the effective date of any revision constitutes your acceptance of the updated Policy. We encourage you to review this Policy periodically.

13. CONTACT US / PRIVACY REQUESTS

For questions, concerns, or to exercise your privacy rights, please contact our

Suveto Network Hospitals

Email: privacy@suveto.com

Mailing Address: Suveto Attn: Privacy Officer, 441 E Hector St. 3rd Floor, Conshohocken, PA 19428

We will make every effort to address your inquiry promptly and thoroughly.

14.  INTELLECTUAL PROPERTY.

The content that we provide on our web site, including, but not limited to, text, graphics, images, and logos, is owned by either us or the party that has provided the content to us and is protected by U.S. and international copyright laws. We are the sole and exclusive owner of its compilation of this content on our web site, and this compilation is also protected by U.S. and international copyright laws.  Unpermitted copying of any of this content could lead to copyright infringement.

Any logos, slogans, and product and service names used on this site are trademarks owned by us, our subsidiaries, or our affiliates.  You agree not to display or use such trademarks, in any manner, without our written permission.  Trademarks and trade names of third parties are the property of those third parties, and are used by us subject to license, or subject to the fair use provisions of U.S. trademark law.