Effective Date: April 24, 2026

Business Name: Exotic Urgent Care (“Exotic Urgent Care,” “we,” “us,” “our”)

Website: exoticurgentcare.com

This Privacy Policy explains how we collect, use, disclose, and protect information when you visit our website, contact us, or use our services (collectively, the “Services”).

1) Information we collect

A. Information you provide to us

When you use our forms, call/text/email us, or request an appointment, you may provide:

•       Contact information: name, phone number, email address

•       Location information: city, general location, or meeting location for mobile services

•       Pet information: species, age, symptoms/concerns, medical history you choose to share, medications, prior veterinary records (if provided)

•       Scheduling details: preferred times, availability notes

•       Payment information (if applicable): if you pay online, payment details are processed by third-party payment providers (we typically receive confirmation and limited transaction details, not full card numbers)

•       Other communications: messages, photos/videos you send for context

B. Information collected automatically

When you visit our website, we (and service providers) may collect:

•       Device and browser info: IP address, device type, browser type, operating system

•       Usage data: pages viewed, time on site, clicks, referring/exit pages

•       Approximate location: based on IP (not precise GPS)

•       Cookies and similar technologies: for site functionality, analytics, and (if enabled) advertising

C. Information from third parties

We may receive information from:

•       Scheduling/CRM tools (e.g., appointment requests and contact history)

•       Payment processors (confirmation of payment and limited transaction details)

•       Review platforms (if you leave a public review)

•       Referring veterinarians/rescues (records or case details with appropriate permissions)

2) How we use your information

We use information to:

•       Respond to inquiries and provide customer support

•       Schedule, confirm, and coordinate appointments and mobile service logistics

•       Provide general triage guidance and communication related to your request (not a diagnosis without an exam)

•       Send service-related messages (appointment reminders, availability updates, receipts)

•       Improve our website, services, and user experience

•       Prevent fraud, spam, or misuse

•       Comply with legal obligations and enforce our Terms of Service

Marketing (optional): With your consent where required, we may send updates or promotions. You can opt out at any time (see “Your choices” below).

3) How we share your information

We do not sell your personal information to third parties. We do not share, rent, or trade your personal information with third parties for their own marketing purposes. We may share information only in the limited circumstances described below:

A. Service providers

We may share information with trusted vendors that help us operate, such as:

•       Website hosting and analytics providers

•       CRM/scheduling software

•       Email/SMS communication tools (platform providers, phone companies, and other vendors who assist in the delivery of text messages)

•       Payment processors (if applicable)

These providers are permitted to use information only to perform services for us and are contractually prohibited from using your information for their own purposes.

B. SMS opt-in and consent — special protections

We will not share or sell your opt-in to an SMS campaign with any third party for purposes unrelated to providing you with the services of that campaign. We may share your Personal Data, including your SMS opt-in or consent status, with third parties that help us provide our messaging services, including but not limited to platform providers, phone companies, and any other vendors who assist us in the delivery of text messages.

All of the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.

C. Veterinary coordination (with permission when required)

With your permission (or as otherwise permitted by law), we may share relevant information with:

•       Your primary veterinarian

•       Referral hospitals/specialists

•       Rescues/referring clinics involved in your pet’s care

D. Legal and safety reasons

We may disclose information if we believe it is necessary to:

•       Comply with law, regulation, subpoena, or court order

•       Protect the safety, rights, or property of you, others, or Exotic Urgent Care

•       Investigate fraud, security, or technical issues

E. Business transfers

If we undergo a business transaction (e.g., sale, merger, reorganization), information may be transferred as part of that process. SMS opt-in data and consent will not be transferred for marketing purposes unrelated to the original campaign.

4) Cookies, analytics, and advertising

Cookies

Cookies are small files stored on your device. We use cookies to:

•       Keep the site working properly

•       Understand website performance

•       Remember preferences

You can control cookies through your browser settings. Some features may not work if cookies are disabled.

Analytics

We may use tools like Google Analytics (or similar) to understand traffic and improve the site. These tools may collect device/usage data and use cookies.

Advertising / tracking pixels (if enabled)

If we run ads, we may use pixels (e.g., Meta/Facebook, Google) to measure performance. These tools may track visits and actions on our site. Where required, we will present cookie choices/consent. SMS opt-in and consent data is never shared with advertising platforms.

5) Text messages, phone calls, and email

If you provide your phone number or email, you consent to receive messages related to:

•       Scheduling and appointment coordination

•       Service updates and follow-ups

•       Billing/receipts and administrative communication

SMS consent and opt-in information: We will not share or sell your opt-in to an SMS campaign with any third party for purposes unrelated to providing you with the services of that campaign. We may share your Personal Data, including your SMS opt-in or consent status, with third parties that help us provide our messaging services, including but not limited to platform providers, phone companies, and any other vendors who assist us in the delivery of text messages. All of the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.

SMS: Message/data rates may apply. Message frequency varies. You can opt out of non-essential texts by replying STOP or contacting us. Reply HELP for help. Opting out may limit our ability to coordinate time-sensitive care efficiently.

6) Photos/videos and testimonials

If you send photos/videos of your pet:

•       We use them to understand the concern and communicate with you.

•       We will not use them for marketing without your permission (unless you explicitly authorize it).

•       If you submit a testimonial/review directly to us, we may request permission before posting it publicly with your name/initials.

7) Data retention

We keep personal information only as long as reasonably necessary for:

•       Scheduling and service coordination

•       Business records, accounting, and legal obligations

•       Resolving disputes and enforcing agreements

Retention periods vary depending on the type of information and context.

8) Security

We take reasonable measures to protect your information. However, no method of transmission or storage is 100% secure. Please avoid sending highly sensitive information through unsecured channels.

9) Your choices and rights

A. Access, correction, and deletion

You may request access to, correction of, or deletion of personal information we hold about you, subject to legal and operational limits.

B. Marketing opt-out

You can opt out of marketing emails by using the unsubscribe link (if present) or contacting us. You can opt out of non-essential SMS by replying STOP.

C. California privacy rights (CCPA/CPRA notice)

If you are a California resident, you may have rights to:

•       Know what personal information we collect and how we use it

•       Request deletion of personal information (with exceptions)

•       Correct inaccurate personal information

•       Opt out of “sale” or “sharing” of personal information for cross-context behavioral advertising (if applicable)

•       Not be discriminated against for exercising your rights

How to exercise rights: Contact us using the information in Section 12. We may verify your request by confirming details we already have on file.

Do Not Sell or Share: We do not sell personal information. If we use advertising pixels that could be considered “sharing” under California law, you may opt out by contacting us. SMS opt-in and consent data is never sold or shared under any circumstances.

10) Children’s privacy

Our Services are not intended for children under 13, and we do not knowingly collect personal information from children. If you believe a child has provided personal information, contact us and we will take appropriate steps.

11) Third-party links

Our website may link to third-party websites (maps, review platforms, referral resources). We are not responsible for their privacy practices. Please review their policies.

12) Contact us

If you have questions or requests about this Privacy Policy, contact:

Exotic Urgent Care

Email: [email protected]

Phone: 510-455-3960

Mailing address: 1250A Fairmont Dr. #610, San Leandro, CA 94578

13) Updates to this policy

We may update this Privacy Policy from time to time. Changes are effective when posted. The “Effective Date” above will reflect the latest version.