Privacy Policy

National Pet Care Fund Privacy Policy

Policy Effective: June,1 2024.   Policy Last Updated: June 1, 2024

About Us

The National Pet Care Fund (“NPCF”, “we”, “us” and similar terms) is a charitable organization providing help to low-income Canadian pet owners, by providing grants to cover a portion of non-elective medical costs for sick or injured companion animals.

This policy applies to the collection, use, disclosure and handling of personal information of (i) NPCF Pet Parents or applicants to become NPCF Pet Parents; (ii) our donors; (iii) volunteers or volunteer applicants; (iv) newsletter subscribers; (v) website and online shop visitors; (vii) NPCF Vet Partners; and (viii) anyone else who communicates with us.

We also collect personal information from job applicants and employees. The collection and processing of job applicant and employee personal information is not addressed in this privacy policy.

Data Protection

We are committed to protecting and respecting your personal information when using our website (located at (the “Website”) and our services. This privacy policy describes what personal information we may collect from or about you, why we use your personal information, how we may share personal information with third parties, and more generally the information handling practices we maintain.

By providing your personal information to us, you acknowledge that we may use it in the ways set out in this privacy policy. We may provide you with further notices highlighting certain uses we wish to make of your personal information. We may also give you the opportunity to opt-in or opt-out of selected uses, such as marketing, when we collect your personal information, in each case in accordance with applicable law.

From time to time, we may need to make changes to this privacy policy, for example, as the result of government regulation, new technologies, changes to our information handling practices or other changes in data protection laws. You should check the Website periodically to review the most up to date privacy policy. Where required by law, we may reach out directly to inform you of changes.

How do we collect your personal information?

Depending on how you interact with us, we may collect your personal information using the following means:

  • By telephone;
  • When you email us;
  • Via cookies and other similar tracking technologies deployed on our Website;
  • Through registration forms on our Website;
  • From individuals who have registered you for our services;
  • From third parties who have introduced you to us, with your consent where required by law.

NPCF may also request personal information about third parties from you, such as financial information of your spouse or other members of your household. Before you provide personal information about someone else, you must ensure that this privacy policy has been drawn to the attention of those individuals and you have consent to share their personal information with us so that we use and handle it as described in this privacy policy.

What personal information do we collect and how is that information used?

We collect and use personal information in various ways, depending on how you interact with us.

NPCF Pet Parents

If you register to become a NPCF Pet Parent we may collect the following types of personal information: Contact information (full name, mailing address, email address, telephone number); pet information (descriptions and photos of your pets and their medical conditions as provided by you); information about your pet’s veterinary clinic or hospital; whether you are above 18 years of age (to confirm for eligibility purposes); financial information (e.g., Revenue Canada Notice of Assessment and information about your spouse or household income as applicable).

This information is used, in accordance with the NPCF Pet Parent Terms and Conditions, to facilitate the NPCF Pet Parent Program, including to create and manage your account; verify your identity and eligibility for the program (including periodic reassessments to ensure ongoing eligibility and accuracy); maintain the Pet Parent Database; process grant applications and payments; send you notifications and updates about the service; respond to questions and complaints made by or about you; and publish your Pet Stories (with your permission). We may also send you newsletters and other promotional offerings with your consent as required by law.


If you donate to NPCF, we may collect or receive the following types of personal information about you: name, contact information, payment card information, and donation information. This information is used to process your donation, for tax and legal compliance purposes and to communicate with you. We may also send you newsletters and other promotional offerings with your consent as required by law.


If you apply to become a volunteer with the NPCF, we may collect the following information from you: name and contact information. This information is used to (i) communicate with you; (ii) otherwise manage our volunteer program or facilitate the volunteer relationship. We may also send you newsletters and other promotional offerings with your consent as required by law.

Newsletter Subscribers

If you register to subscribe to the National Pet Care Fund Newsletter we may collect your full name, email address, and communication preferences. We use this information to send you newsletters in accordance with your preferences. You may unsubscribe to our promotional emails at any time by clicking the unsubscribe button in any promotional email to you.

Website and Online Shop Visitors

If you visit or use the Website, we or our service providers may use cookies and other tracking technologies to collect your IP address, geographical location, browser type, referral source, length of visit, number of page views. This information is used for security purposes (to detect and respond to malicious uses of the Website) and to analyze usage patterns to improve our Website.

If you purchase a product on our Website, we will collect your name, contact information and mailing address information as well as payment information to (i) facilitate the purchase and delivery of our product to you and any refund process, as applicable, and (ii) communicate with you. We may also send you newsletters and other promotional offerings with your consent as required by law.

NPCF Vet Partners

If you apply for or become a NPCF Vet Partner, we will collect information about your clinic or practice, including company names, registration or license number, physical addresses, web address, and admin or contact information. This information is used to communicate with you in connection with your partnership, send you promotional materials, and otherwise facilitate the partnership.

Questions or Communications

If you ask about our organisation and its services, or otherwise communicate with us (including by email, phone, or online form) we may collect any information you provide to us. We will use this information to respond to your requests or inquiries, and otherwise provide customer service to you. We or our service providers may record customer service phone calls for training and quality assurance purposes.

Other Purposes

In addition to the purposes above, we may use any personal information we collect for security and fraud prevention, to defend legal claims, comply with applicable laws, or otherwise as permitted or required by law.

How long will we retain your personal information?

We only keep your personal information for as long as necessary to fulfil the purposes for which the information was collected, unless a longer retention period is permitted or required in order to comply with applicable law and defend the company from legal claims.

How do we share personal information?

We may share personal information with third parties, including:

  • Participating Veterinary Clinics: When NPCF Pet Parents submit claims, we may reimburse or provide payments directly to veterinary clinics. In the course of this process, we and the clinic may share information about NPCF Pet Parents or their pets, in order to verify identity and eligibility.
  • E-Commerce Platform Providers: If you make a purchase through our online shop, our e-commerce platform provider will handle and process payment card information, mailing address and contact information. This information is used to facilitate transactions, coordinate product deliveries, and process refunds/returns.
  • Payment Processors: If you make a payment to us (including a donation or purchase), your payment-related information (e.g., credit card details) will be handled by our payment processor in order to carry out the transaction, and process refunds (as applicable).
  • Cloud Storage Platforms: Our cloud storage platform provider may have access to all personal information we collect, in order to provide and maintain our cloud storage system.
  • Customer Service Providers: Our customer service providers will maintain records of customer service interactions, including recordings of phone calls. This information is used to provide customer service, for legal compliance, and for quality assurance and training purposes.
  • Mail Mergers: We use a mail merger platform to send our newsletters. This platform provider will process your contact information and email preferences (e.g., unsubscribe requests) to distribute emails to you and comply with legal requirements.

Please note that we may change or add third party service providers at any time, in our sole discretion. We encourage you to review our privacy policy from time-to-time to obtain updated information about our service providers.

Subject to applicable law, we may also disclose your personal information to third parties in connection with loans or other financing that we seek or in connection with a prospective or completed business transaction, including a merger, sale or transfer involving all or part of NPCF or its assets or as part of a reorganization or restructuring or other change in legal form or corporate control.

NPCF and its service providers may disclose personal information in order to comply with the law, applicable regulations and government requests. We may also be compelled by legal action to release information in connection with statutory reporting obligations, search warrants, court orders, subpoenas, summons, discovery obligations, bankruptcy or insolvency proceedings or other legal requests.

We may also disclose personal information to other parties where you consent (e.g., retailers who may provide discounts to NPCF Pet Parents, or other charities and non-for-profits), or where such disclosure is otherwise permitted or required by applicable law.

Cross-Border Transfers of Personal Information

We may engage third party service providers who may process or store your personal information outside of Canada, including in the United States. Personal information that is processed outside of Canada may be accessible to foreign courts, law enforcement and national security authorities. If you are located in Quebec, please note that your personal information may be communicated outside Quebec.

If you are located in Alberta, you may contact our CEO at to (i) obtain written information about our policies and practices with respect to service providers outside Canada; or (ii) ask questions about the collection, use, disclosure or storage of personal information by service providers outside Canada for or on our behalf.

How do we protect your information?

We take steps to protect your personal information with safeguards that are commensurate to the sensitivity of the information. However, the transmission or storage of personal information via the Internet or other electronic means is not completely secure. Accordingly, we cannot guarantee the security of your personal information that is transmitted or stored via our Website, our products or services or by other electronic means; any such transmission or storage is at your own risk to the extent permitted by applicable law.

Roles and Responsibilities within our Organization

The personal information that we collect is accessible to employees within NPCF that need access in order to perform their duties. These include our managers and our officers.

Our CEO has overall responsibility for our compliance with applicable privacy laws, including responsibility for the day-to-day administration and implementation of our privacy program, such as by developing and delivering privacy training to relevant personnel, establishing relevant policies and procedures, investigating and responding to complaints and potential violations of our privacy policies or relevant laws, responding to requests from individuals to exercise their rights under applicable privacy laws, and regularly reviewing and identifying opportunities to improve our privacy program.

All other personnel are responsible for protecting the confidentiality and security of any personal information they handle in connection with their employment; following our security measures and policies and procedures for handling personal information; refraining from any unauthorized access, use or disclosure of personal information and reporting security or confidentiality incidents.

Third Party Links

Please note that links and advertisements on our Website may transfer you to another website, whose data privacy practices may vary to that of NPCF. We are not responsible for and have no control over information that is submitted to or collected by third party websites.

Use of Website Tools

We utilize various tools that may collect and process your data, through cookies and other tracking tools on the Website:

  • Google Captcha: Implemented to protect our Website from spam and abuse. When you use forms on our site that are protected by Google Captcha, Google may collect hardware and software information such as device and application data and the results of integrity checks. This data is used solely for security purposes and is not used for personalized advertising.
  • Google Analytics: Helps us understand how visitors interact with our Website. Google Analytics collects data such as your IP address, browser type, and pages visited. This information is aggregated and anonymized to analyze trends and improve our Website. You can opt out of Google Analytics tracking by installing the Google Analytics Opt-out Browser Add-on.

Keeping your personal information accurate

Please inform us if any of your personal information changes. Failure to do so could invalidate your use of our service or prevent our ability to deliver our services to you. You can inform us of a change to your personal information by contacting us at the information provided below or through our or 1 800 684 5772.

Your Privacy Rights

You may have various data privacy rights, depending on the jurisdiction in which you are located and the applicable laws. The rights set out below are subject to any limitations set out in applicable law.

  • Access: You can request access to your personal information.
  • Correction: You can request correction of any inaccurate personal information.
  • Withdrawal of Consent: You may withdraw your consent to the continued collection, use, and disclosure of your personal information. Withdrawing consent may impact the availability of certain services or Website features. Please be advised that we cannot always control the continued or further use or distribution of personal information published on our Website by third parties, to the extent that such personal information has already been published or otherwise made available to persons outside of our control.
  • Unsubscribe: You may unsubscribe to our marketing emails at any time by clicking the unsubscribe button in any email to you, or by contacting us as set out below.
  • Portability: If you are a resident of Quebec, as of September 22, 2024, you can request a copy of your personal information in a structured, commonly used technological format.
  • Complaint: You may submit a complaint to us about our handling of your personal information.

Exercising Your Privacy Rights

To exercise any of your privacy rights, please contact us at the information set out below. Note that we may need to verify your identity in order to process your request.

Complaint Process

Our process for dealing with complaints related to the protection of personal information generally includes:

    1. Acknowledgement of receipt without undue delay;
    2. Appropriate steps to confirm the identity of the complainant, and to obtain the details of the complaint as well as any relevant documentation;
    3. Consideration of applicable laws;
    4. An appropriate, fair and impartial investigation; and
    5. Communicating the outcome of the investigation to the complainant, including any remediation measures we take (where justified).

Contact Us

If you wish to exercise a privacy right or have any questions or complaints about our processing of your personal information, you may contact our CEO at


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