Policy

Telepets Inc. (“Telepets”, “we”, “us”) last updated this Privacy Policy (“Policy“) on July 13, 2026. We post the current version of the Policy at telepets.ca/privacy-policy.html. We reserve the right to amend the Policy at any time to account for changes in the Applicable Law, our practices, and the Telepets Platform. Please check to see if we have amended the Policy since you last used the Telepets Platform to ensure you are aware, and agree to our current privacy practices. This privacy policy outlines how Telepets protects the personal information of pet owners (clients) and the health information of their patient animals, and describes your rights and obligations.

Telepets complies with all applicable privacy legislation, including the federal Personal Information Protection and Electronic Documents Act (“PIPEDA”) and applicable provincial privacy laws.

Telepets uses Secure-Socket Layer (SSL/TLS) for all online transmissions.

Licensure or Registration

Telepets operates a veterinary telemedicine platform that enables the provision of virtual veterinary services by licensed veterinarians ("Veterinarians") to pet owners registered to use Telepets ("User" or "Client") within the province of Ontario. All Veterinarians are licensed and registered in good standing with the College of Veterinarians of Ontario (CVO) to engage in the practice of veterinary medicine in Ontario. Telepets enables virtual veterinary care through the following means ("The Services"): Email, Video Conferencing, Phone Conferencing, Website/client portal, and secure messaging.

Who Is Accountable for Your Information

The information we hold falls into two categories:

• Your personal information — information that identifies you as a client: your name, contact details, billing information, account credentials, and how you use the platform.
• Your pet's veterinary record — clinical information created in the course of your pet's care: history, examination findings, diagnoses, prescriptions, laboratory requisitions and results, and consultation notes.

Telepets is a technology platform, not a veterinary practice. Telepets does not provide veterinary services and is not an accredited veterinary facility. Veterinary care is provided by independent, licensed veterinarians practising at or from their own accredited veterinary facilities.

Accountability for your pet's veterinary record rests with the veterinarian and the accredited veterinary facility from which they practise. Under the standards of the College of Veterinarians of Ontario, the veterinarian is solely responsible for medical record-keeping, and the original record is retained by that accredited facility. Where more than one veterinarian is involved in your pet's care, each veterinarian's accredited facility is responsible for the records of the services it provided.

Telepets is accountable for the personal information it controls — your account, contact, billing, support, and platform-usage information. In respect of your pet's veterinary record, Telepets acts as a service provider to the veterinarian and their facility, hosting and processing that record on their behalf under contractual safeguards.

Your consent to Telepets' access. So that we can operate the platform, provide support, and maintain the record on the veterinarian's behalf, authorized Telepets personnel may access the contents of your pet's veterinary record. Ontario law requires your consent for this access. You may withdraw this consent at any time by contacting our Privacy Officer, although doing so may mean we can no longer provide the Services.

Legal Compliance (Ontario, Federal)

Telepets complies with all provisions of applicable laws. This includes the federal Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable Ontario privacy and veterinary-practice legislation.

Telepets does not facilitate the prescribing or dispensing of, or offer to facilitate the prescribing or dispensing of, veterinary medications that have not been approved by Health Canada's Veterinary Drugs Directorate (VDD) for use in the jurisdictions in which we operate, or that are not otherwise lawfully available for veterinary use. Telepets adheres to all applicable pharmacy licensure, veterinary drug safety, and supply-chain laws and regulations, including Health Canada veterinary drug regulations.

Location

Telepets operates in the province of Ontario. We only provide virtual veterinary services to clients whose patient animals are located in Ontario, using veterinarians licensed by the College of Veterinarians of Ontario and practising at or from an accredited Ontario veterinary facility.

Controlled Substances

Telepets does not dispense or prescribe controlled substances as governed by the Controlled Drugs and Substances Act (CDSA). Telepets is not a pharmacy or drug manufacturer.

Consent to Use Telepets

You hereby acknowledge that you have read and fully understand the risks, limitations, conditions of use, and instructions for use of the selected Services. You understand and accept the risks outlined in the “Appendix” to this consent, associated with the use of the Services when interacting with veterinarians providing care through Telepets and administrative staff. You consent to the conditions and will follow the instructions outlined in the Appendix, as well as any other conditions that Telepets may impose in relation to clients using the Services.

Consent may be express or implied depending on the sensitivity of the information and the context. You may withdraw consent at any time, subject to legal and contractual limitations, by contacting our Privacy Officer.

You acknowledge and understand that despite recommendations that encryption software be used as a security mechanism for virtual care tools, it is possible that interacting with veterinarians providing care through Telepets or administrative staff using the Services may not be encrypted. Despite this, you agree to interact with those veterinarians or administrative staff using these Services with a full understanding of the risk.

Limitations of Virtual Care

Telepets will use reasonable means to protect the security and confidentiality of information sent and received using the Services. However, because of the risks outlined below, Telepets cannot guarantee the security and confidentiality of all virtual care tools:

• Use of virtual care tools to discuss sensitive information can increase the risk of such information being intercepted by third parties.
• Despite reasonable efforts to protect the privacy and security of information communicated through virtual care platforms, it is not possible to completely secure the information.
• Employers and online services may have a legal right to inspect and keep electronic communications that pass through their system.
• Virtual care tools can introduce malware into a computer system, and potentially damage or disrupt the computer, networks, and security settings.
• Communications through virtual care tools can be forwarded, intercepted, circulated, stored, or even changed without the knowledge or permission of Telepets or the client.
• Even after the sender and recipient have deleted copies of electronic communications, back-up copies may exist on a computer system.
• Communications through virtual care tools may be disclosed in accordance with a duty to report or a court order.
• Some videoconferencing platforms may be more open to interception than other forms of videoconferencing.

If the email or text is used as a virtual care tool, the following are additional risks:

• Email, text messages, and instant messages can more easily be misdirected, resulting in increased risk of being received by unintended and unknown recipients.
• Email, text messages, and instant messages can be easier to falsify than handwritten or signed hard copies. It is not feasible to verify the true identity of the sender, or to ensure that only the recipient can read the message once it has been sent.

Collection of Information

Telepets obtains your contact information (email address, phone number, mailing address) and information about your patient animal, including but not limited to species, breed, age, weight, prior veterinary diagnoses, surgeries, medication sensitivities, current medication list, and relevant history. At the time of registration, we also collect your username and password.

Personal information and animal health records are stored in our service providers' Canadian data centres and at Telepets's office.

Telepets collects this information only for purposes that a reasonable person would consider appropriate in the circumstances, consistent with PIPEDA and applicable provincial privacy legislation.

Use of Personal and Animal Health Information

Information is collected to facilitate the provision of virtual veterinary care to clients and their patient animals by licensed veterinarians. Animal health information can be disclosed, with your express consent, to other veterinarians or veterinary clinics (e.g. your pet's regular in-person veterinarian) involved in your pet's care at your request.

In some cases, Telepets, or a veterinarian providing care through Telepets, may be required by law to report certain findings (for example, reportable or notifiable animal diseases) to provincial or federal authorities under applicable animal-health legislation.

Telepets may also use information without additional consent in some limited ways, including risk management, error management, and quality improvement, such as where case outcomes are reviewed to evaluate the effectiveness of clinical practice or programs.

Photographs, Video, and Recordings

As part of your pet's intake or ongoing care, you may upload photographs or short video recordings of your pet. This media is submitted by you, forms part of your pet's veterinary record, is stored in Canada with your pet's other records, and is retained in accordance with the record-retention requirements described in this Policy.

Telepets may from time to time offer live video or telephone consultations. Where a consultation is recorded or transcribed, Telepets will inform you and obtain your consent before recording begins. Any recording or transcript created forms part of your pet's veterinary record and is subject to the same safeguards, access controls, and retention rules as the rest of that record. You may not record a consultation without Telepets's prior consent.

AI-Assisted Processing

Telepets may use third-party artificial intelligence services to assist our administrative staff and veterinarians in operating the platform — for example, to look up client and account information, review the status of a questionnaire or order, investigate support issues, and prepare internal reports.

Where these tools are used, personal information about you and health information about your pet may be processed by our AI service providers. The following safeguards apply:

• Access is restricted to authorized Telepets staff and requires multi-factor authentication and a specific permission grant.
• These tools have read-only access to our records. They cannot alter, delete, or add to your pet's veterinary record.
• Our AI service providers act as service providers, processing information under Telepets's direction and under contractual terms. They do not use information submitted by Telepets to train their general-purpose AI models.
• AI is used to assist qualified people. It is not used to make autonomous decisions about your pet's care or treatment. A licensed veterinarian remains responsible for all clinical judgments.
• Information submitted to AI service providers may be processed outside Canada. See “International Transfers” below.

Third Party Services

Telepets may on occasion retain 3rd party software and service providers to provide operational, marketing or administrative support. For example, Telepets uses service providers including but not limited to DigitalOcean for hosting and file storage, and Google Analytics for website usage analytics. On occasion, service providers that Telepets may contract may operate and store data outside of Canada. Telepets may also require the support of administrative staff at partner pharmacies or veterinary clinics. When selecting our partners, Telepets ensures they provide a comparable level of protection to assist in providing services for the purpose of developing or maintaining the electronic veterinary record. “Comparable level of protection” means that the third-party processor must provide protection that can be compared to the level of protection the personal information would receive if it had not been transferred (i.e. remained in Canada). It does not mean that the protections must be the same across the board but it does mean that they should be generally equivalent. Data that is held outside of Canada is subject to the laws of the country in which it is held, and when required by law may be subject to disclosure to governments, courts or law enforcement or regulatory agencies.

When personal information is transferred outside Canada, Telepets ensures through contractual means that the service provider provides a level of protection comparable to that required by PIPEDA and applicable provincial privacy laws. However, information stored outside Canada may be subject to lawful access by foreign authorities.

International Transfers

While your personal information and your pet's health records are stored in Canada, certain service providers that support our operations — such as payment processing, email delivery, website analytics, and AI-assisted processing — may process limited personal information outside Canada, including in the United States. Information processed or stored outside Canada is subject to the laws of that jurisdiction and may be subject to lawful access by foreign governments, courts, law enforcement, or regulatory agencies.

Transfers outside Canada are made only for reasonable business purposes and under safeguards meeting the “comparable protection” requirement of applicable Canadian privacy law.

Disclosure of Information

We will obtain your consent prior to collecting, using and disclosing your personal information and your pet's health information. We will disclose information, as required under Applicable Laws, to meet our legal obligations. You may withdraw your consent at any time by providing us with written notice.

Retention of information and deletion of information

Telepets maintains information on our online platform until you notify us in writing you would like to close your account. Once notified, we remove your profile and associated database information from our active server. We continue to store your pet's veterinary record on behalf of the veterinarian's accredited facility, as described below.

Your pet's veterinary record must be retained by the veterinarian's accredited facility for the minimum period required by the College of Veterinarians of Ontario — at least five years after the date of the last entry in the record. Telepets retains those records on the facility's behalf for at least that period, and longer where required by law.

Storage of Personal and Animal Health Information

Telepets stores your personal information and your pet's health records at Telepets's office or at our service providers' data centres in Canada. This includes our primary records, file storage, and database backups.

Requesting Personal Information

We require you to confirm your identity to access personal information or your pet's health records. This includes authentication of your identity. Information that may be requested includes Legal Name, Given Name, Billing Address, Email Address, Cell Phone, and Home Phone.

Under PIPEDA and applicable provincial privacy legislation, you may:

• Access — request a copy of the personal information we hold about you, and of your pet's veterinary record.
• Correct — request correction of information that is inaccurate or incomplete.
• Port — request a copy of your pet's veterinary record in a commonly used, portable electronic format, or ask us to transfer it to another veterinarian or veterinary clinic.
• Delete — request closure of your account and deletion of your personal information. Please note that your pet's veterinary record must be retained by the veterinarian's accredited facility under the standards of the College of Veterinarians of Ontario, and Telepets cannot delete those records at your request. See “Retention of information and deletion of information” above.
• Withdraw consent — withdraw your consent to our collection, use, or disclosure of personal information, subject to legal and contractual limitations.

Submit a written request to the Privacy Officer. Telepets will respond within 30 days as required by law. If you are not satisfied with our response, you may make a complaint to the Office of the Privacy Commissioner of Canada (contact details below).

Correcting Information

If you wish to correct your personal information or your pet's health records, please contact our Privacy Officer using the contact form on our website.

Privacy Safeguards

Telepets has implemented physical, technical and administrative safeguards to protect personal information and animal health records from loss, theft and unauthorized access. This includes encrypting information when necessary, using strong passwords and 2 factor authentication (“2FA”), and restricting access to our system on a ‘need to know’ basis.

Telepets maintains reasonable security arrangements to prevent unauthorized access, collection, use, disclosure, or disposal of personal information. This includes encryption, two-factor authentication, audit logging, and periodic security reviews.

Telepets will notify affected individuals and, where required by law, applicable regulators of any breach of personal information or animal health records where there is a real risk of significant harm.

Cookies and Safeguards

Telepets uses ‘cookies’ and other technologies to analyze, administer and improve the experience of users on our platform. You can block specific types of cookies when you visit Telepets's website through your browser settings. Most web browsers automatically accept cookies, and if you do not want to use cookies, you need to delete or block specific cookies. If you reject the use of some cookies, you will still be able to visit our website but some functionality may be limited.

Cookies are used only for functionality and service improvement. Telepets does not use cookies to track users across unrelated websites.

Links to 3rd Party Websites

Telepets uses Stripe, a third-party payment processor, to process fees. Telepets does not store your full payment card number; card details are collected and stored by Stripe under its own privacy policy and PCI-DSS obligations. Telepets may also direct you to partner pharmacies, laboratories, or veterinary clinics to obtain services. You hereby consent to the disclosure of personal information necessary to obtain veterinary or other services.

Changes or Amendments to this Privacy Statement

We may change or amend this Privacy Policy at any time. If we make any change in how we collect, use, disclose, or otherwise process personal information, we will update the terms of this policy. If required by law, we will seek your prior consent to any changes to this policy.

Any material change that alters the purposes of collection or introduces new uses will be communicated prior to implementation, as required by applicable privacy legislation.

Contact Us

If you have any questions, comments, or concerns about this Policy, or if you wish to make a request about your personal information, please contact our Privacy Officer. We will require your name and contact information in order to respond.

The fastest way to reach us is through the contact form on our website. You will receive an acknowledgement when your message is received.

You may also write to us at:

Telepets Inc.
Attention: Privacy Officer
666 Wonderland Road North, Suite 3B
London, ON N6H 4K9

Complaints

If you are not satisfied with our response, you have the right to make a complaint to the Office of the Privacy Commissioner of Canada, which oversees compliance with PIPEDA:

Office of the Privacy Commissioner of Canada
30 Victoria Street, Gatineau, Quebec K1A 1H3
1-800-282-1376
www.priv.gc.ca

Appendix

While Telepets will attempt to review and respond in a timely fashion to electronic communications such as emails, secure messages, and instant messages, Telepets cannot guarantee that all electronic communications will be reviewed and responded to within any specific period of time. The Services will not be used for veterinary emergencies.

If your electronic communication requires or invites a response from Telepets and you have not received a response within a reasonable time period, it is your responsibility to follow up to determine whether the intended recipient received the electronic communication and when the recipient will respond.

Virtual care is not an appropriate substitute for in-person examination of your pet by a veterinarian when a hands-on assessment is clinically required, or for attending an emergency veterinary hospital when needed. You are responsible for following up on Telepets's electronic communication and for scheduling appointments where warranted.

Electronic communications or recordings of virtual encounters concerning diagnosis or treatment may be printed or transcribed in full and made part of your pet's veterinary record. Other individuals authorized to access the veterinary record, such as staff and billing personnel, may have access to those communications and recordings.

Telepets may forward electronic communications or recordings to staff and those involved in the delivery and administration of your pet's care. Telepets might use one or more of the Services to communicate with those involved in your pet's care. Telepets will not forward electronic communications or recordings to third parties without your prior written consent, except as authorized or required by law.

You and Telepets will use the Services to communicate sensitive information about your pet's health, which may include but is not limited to:

• Infectious or zoonotic disease screening
• Reproductive and behavioural health
• Chronic disease management and medication history

You agree to inform Telepets of any types of information you do not want sent via the Services, in addition to those set out above.

Some Services might not be used for therapeutic purposes or to communicate clinical information. Where applicable, the use of these Services will be limited to education, information, and administrative purposes.

Telepets is not responsible for information loss due to technical failures associated with your software or internet service provider.

Instructions for using the Services

To use the Services, you must:

• Ensure Telepets is aware when you receive an electronic communication from Telepets, such as by a reply message or allowing “read receipts” to be sent.
• Take precautions to preserve the confidentiality of electronic communications, such as using screen savers and safeguarding computer passwords.
• Withdraw consent only by email or written communication to Telepets.
• If your pet requires immediate assistance, or if its condition appears serious or rapidly worsens, you should not rely on the Services. Rather, you should contact your nearest emergency veterinary hospital or in-person veterinarian.

Other conditions of use in addition to those set out above:

• Reasonably limit or avoid using an employer's or other third party's computer.
• Conduct virtual care encounters in a private setting and using a secure device, where possible.
• Obtain Telepets's consent prior to making any recording of the virtual care encounter.
• Inform Telepets of any changes in your email address, mobile phone number, or other account information necessary to communicate via the Services.

If the Services include email, instant messaging and/or text messaging, the following applies:

• Include in the message's subject line an appropriate description of the nature of the communication (e.g. “prescription renewal”), and your full name and your pet's name in the body of the message.
• Review all electronic communications to ensure they are clear and that all relevant information is provided before sending to Telepets.