Effective Date: September 28, 2026
1. Introduction and Company Information
This Privacy Policy explains how Maple Haven Dog Hotel Inc. (“Maple Haven Dog Hotel Inc.,” “we,” “us,” or “our”) collects, uses, discloses, stores, and protects personal information in connection with our dog-hotel services, website, reservations, customer communications, and related operations in Canada.
We are committed to protecting personal information in accordance with applicable Canadian privacy laws, including the Personal Information Protection and Electronic Documents Act (PIPEDA) and, where applicable, British Columbia privacy requirements and other relevant laws.
Business Type: Dog-Hotel
Business Address: 1240 W 75th Ave, Vancouver, BC V6P 3T9, Canada
Email: [email protected]
Phone: +1 (604) 782-4691
2. Data Collection and Processing
We collect personal information that is necessary to provide our services, manage bookings, care for pets, communicate with clients, and operate our business. Depending on your interactions with us, we may collect the following categories of information:
- Identification and contact information: name, address, email address, telephone number, and emergency contact details.
- Reservation and billing information: booking dates, service preferences, payment details, invoicing information, and transaction records.
- Pet-related information: pet name, breed, age, sex, vaccination records, dietary needs, medical conditions, behavioral notes, medication instructions, and veterinary contact information.
- Communication records: emails, messages, phone call notes, and service inquiries.
- Website and technical information: IP address, device and browser information, cookies, usage data, and analytics data collected through our website.
- Security and access information: CCTV or access logs, where used for safety, security, and loss prevention.
We generally collect personal information directly from you, but we may also receive information from authorized third parties such as veterinarians, payment processors, emergency contacts, or persons you authorize to act on your behalf.
We limit collection to information that is reasonable for the purposes described in this Privacy Policy and that is necessary for our business operations.
3. Purpose of Data Processing
We use personal information for the following purposes:
- to provide dog-hotel services, including boarding, daycare, feeding, exercise, grooming coordination, and supervision;
- to create, manage, and confirm reservations and customer accounts;
- to assess whether we can safely accommodate a pet and to support the health, safety, and welfare of animals in our care;
- to communicate with clients about bookings, pet care instructions, emergencies, or service updates;
- to process payments, refunds, invoices, and financial records;
- to maintain business records and comply with legal, tax, accounting, and regulatory obligations;
- to administer security, monitor premises, and prevent fraud, theft, abuse, or unauthorized access;
- to improve our services, operations, website functionality, and customer experience;
- to respond to inquiries, complaints, and requests;
- to send administrative messages and, where permitted, service-related or promotional communications;
- to protect the interests, rights, property, safety, and wellbeing of our customers, employees, visitors, and animals.
4. Legal Basis for Processing
Under Canadian privacy law, we collect, use, and disclose personal information with consent or as otherwise permitted or required by law. Depending on the circumstances, our legal basis for processing includes:
- Consent: where you provide express or implied consent for us to collect, use, or disclose your personal information for specific purposes.
- Contractual necessity: where processing is reasonably necessary to provide requested services, manage bookings, or fulfill our obligations to you.
- Legal or regulatory obligations: where processing is required to comply with applicable laws, court orders, tax rules, recordkeeping obligations, or regulatory requirements.
- Legitimate business purposes: where processing is reasonable for operating our business, protecting our clients, animals, staff, and property, and preventing fraud or misuse.
- Emergency and safety situations: where necessary to protect the life, health, or security of an individual or animal.
Where we rely on consent, you may withdraw it subject to legal or contractual restrictions and reasonable notice. In some cases, if you do not provide necessary personal information, we may be unable to provide certain services.
5. Data Sharing and Third Parties
We do not sell personal information. We may share personal information with third parties only when necessary and appropriate for the purposes described in this Policy, including:
- Payment processors and financial institutions: to process payments and prevent fraud.
- Veterinarians and emergency animal care providers: when necessary for the health or safety of a pet in our care.
- Service providers: such as IT support, cloud hosting, website analytics, communication tools, reservation systems, and administrative service providers.
- Professional advisors: including legal, accounting, insurance, and tax advisors.
- Government or regulatory authorities: where required by law or in response to lawful requests.
- Emergency contacts and authorized individuals: where needed for pet care coordination, safety, or client-authorized communication.
All third parties who process personal information on our behalf are required to use appropriate safeguards and to process the information only for authorized purposes. We take reasonable steps to ensure that such third parties protect personal information in a manner consistent with applicable privacy laws.
6. Data Transfer to Third Countries
Some of our service providers may store or process personal information outside Canada, including in other provinces, the United States, or other foreign jurisdictions. As a result, personal information may be subject to the laws of those jurisdictions and may be accessible to courts, law enforcement, or regulatory authorities in those locations.
Where we transfer personal information outside Canada, we take reasonable steps to ensure that appropriate contractual, technical, and organizational safeguards are in place to protect the information. These safeguards may include confidentiality obligations, security controls, and due diligence assessments of service providers.
7. Storage Duration
We retain personal information only for as long as necessary to fulfill the purposes for which it was collected, to meet legal and business requirements, and to resolve disputes or enforce agreements.
Retention periods may vary depending on the type of information and the purpose for which it is used. In general:
- booking, payment, and accounting records are kept for the period required by law and standard business practices;
- pet care and health-related records are retained for as long as reasonably necessary to provide services, manage risk, and address any follow-up care or incidents;
- communications may be retained to maintain service history and respond to future inquiries;
- website and security logs are retained for a limited period unless a longer retention period is required for safety, investigative, or legal reasons.
When personal information is no longer required, we will securely delete, anonymize, or destroy it in accordance with our retention practices and legal obligations.
8. User Rights
Subject to applicable law, you may have the right to request access to, and correction of, personal information we hold about you. You may also have the right in certain circumstances to request erasure, restriction of processing, data portability, or to object to certain processing activities.
More specifically, you may be entitled to:
- Access: request confirmation of whether we hold personal information about you and receive a copy of that information.
- Rectification: request correction of inaccurate, incomplete, or outdated personal information.
- Erasure: request deletion of personal information where permitted by law.
- Restriction: request that we limit the use of your personal information in certain circumstances.
- Data portability: request a copy of personal information you provided to us in a structured and commonly used format, where applicable.
- Objection: object to certain uses of your personal information where permitted by law.
To exercise any of these rights, please contact us using the details in the Contact Information section. We may need to verify your identity before responding. We will respond within a reasonable time and in accordance with applicable law.
9. Withdrawal of Consent
Where we rely on your consent to process personal information, you may withdraw that consent at any time, subject to legal or contractual restrictions and reasonable notice.
Please note that withdrawing consent may affect our ability to provide some or all services, particularly where information is required for pet safety, emergency contact, billing, or operational purposes.
To withdraw consent, please contact us at [email protected] or by phone at +1 (604) 782-4691.
10. Right to Complain
If you have concerns about how we handle personal information, we encourage you to contact us first so that we can try to resolve the matter promptly.
You may also have the right to file a complaint with the Office of the Privacy Commissioner of Canada or the applicable provincial privacy authority, depending on the circumstances of your concern.
Federal privacy authority:
Office of the Privacy Commissioner of Canada
30 Victoria Street
Gatineau, Quebec K1A 1H3
Canada
For general information about privacy rights in Canada, you may visit the website of the Office of the Privacy Commissioner of Canada.
11. Data Security
We use reasonable administrative, technical, and physical safeguards designed to protect personal information against unauthorized access, use, disclosure, alteration, loss, or destruction. These safeguards may include:
- restricted access to personal information on a need-to-know basis;
- password protection and access controls for systems and accounts;
- secure storage of records and backup procedures;
- staff awareness and confidentiality practices;
- monitoring and security measures for digital systems and, where applicable, premises;
- contractual protections with service providers.
While we take reasonable precautions, no method of transmission or storage is completely secure. If we become aware of a privacy or security incident involving personal information, we will respond in accordance with applicable laws and our internal procedures, including notifying affected individuals and regulators where required.
12. Contact Information
If you have any questions, requests, or concerns about this Privacy Policy or our privacy practices, please contact:
Maple Haven Dog Hotel Inc.
1240 W 75th Ave, Vancouver, BC V6P 3T9, Canada
Email: [email protected]
Phone: +1 (604) 782-4691
13. Changes to Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, technologies, or business operations. Any updated version will be posted on our website with a revised effective date.
We encourage you to review this Privacy Policy periodically. Your continued use of our services after a change becomes effective constitutes your acknowledgement of the updated Privacy Policy, to the extent permitted by law.