Privacy Policy

Introduction

Urban Wellness Clinic ("Urban Wellness," "we," "us," or "our") operates a physiotherapy and wellness clinic located at 230 – 20385 64th Ave, Langley, BC, and the website urbanwellnessclinic.ca. This policy applies to personal information we collect through our clinic, our website, our phone line, and our online booking system.

British Columbia's Personal Information Protection Act (PIPA) and, where applicable, the federal Personal Information Protection and Electronic Documents Act (PIPEDA) govern how we collect, use, and disclose your personal information. By using our services or our website, you agree to the practices described here.

Information we collect

The information we collect depends on how you interact with us — as a website visitor, a prospective patient, or a current patient receiving care.

Contact and account details

• Name, address, email, and phone number
• Emergency contact information
• Extended health insurance details, and, where relevant, ICBC claim or WSBC claim numbers

Health information

• Intake forms, health history, and the reason for your visit
• Assessment notes, treatment plans, and progress notes from physiotherapy, registered massage therapy, kinesiology, osteopathy, acupuncture, or shockwave therapy sessions
• Records related to motor vehicle accident (MVA) rehabilitation or workplace injury (WSBC) treatment
• Information shared by, or with the consent of, referring physicians or other healthcare providers

Payment information

• Billing details and payment records for services rendered
• Direct billing information provided to your extended health, ICBC, or WSBC insurer

Website and booking information

• Information you submit through our contact form or when requesting a free consultation
• Appointment details entered through our online booking system, JaneApp
• Technical information such as your IP address, browser type, and pages viewed, collected automatically when you visit our site

How we collect it

We collect personal information directly from you in the clinic, over the phone, through our website's contact form, and when you book an appointment online. We may also receive information from your extended health insurer, ICBC, WSBC, or a referring healthcare provider, but only with your knowledge and consent, or as permitted by law.

Some technical information is collected automatically through cookies and similar tools when you browse our website — see Cookies & website analytics below.

How we use your information

We use your personal information to:

• Assess your condition and provide physiotherapy, massage therapy, kinesiology, osteopathy, acupuncture, and related treatment
• Schedule, confirm, and remind you of appointments
• Process payments and submit claims to extended health insurers, ICBC, or WSBC on your behalf
• Coordinate care with other healthcare providers involved in your treatment, with your consent
• Respond to inquiries submitted through our website or by phone
• Maintain accurate clinical and business records, as required by our regulatory colleges and by law
• Understand how visitors use our website, so we can improve it

We do not sell your personal information, and we do not use your health information for marketing purposes without your explicit consent.

Who we share it with

We disclose personal information only where it is necessary to provide your care, process a claim, or run our clinic, and always in line with PIPA and PIPEDA. This includes:

Any third party that handles personal information on our behalf is required to protect it to a standard consistent with this policy.

Cookies & website analytics

Our website uses cookies and similar technologies to help it function and to help us understand how visitors use it. Specifically, we use:

• Google Analytics — to understand website traffic and how visitors navigate our site
• Meta (Facebook) Pixel — to measure the effectiveness of our Facebook and Instagram content
• Review display tools — to show verified Google reviews from our patients on our website

These tools may collect information such as your IP address, device type, and browsing behaviour on our site. You can control or disable cookies through your browser settings; doing so may affect how parts of our site function.

Keeping your information secure

We maintain physical, administrative, and technical safeguards appropriate to the sensitivity of the information we hold, including secure clinical record-keeping systems, restricted staff access, and secure payment processing. No system is completely immune to risk, but we take reasonable steps to protect your information from loss, misuse, or unauthorized access.

How long we keep it

We retain health records for the period required by our regulatory colleges and applicable BC health record retention rules, and we retain other personal information only as long as necessary to fulfill the purposes described in this policy, or as required by law. When information is no longer needed, we securely destroy or anonymize it.

Your rights

Under PIPA, you have the right to:

• Ask what personal information we hold about you, and request a copy of your records
• Request that inaccurate or incomplete information be corrected
• Withdraw consent for certain uses of your information, subject to legal or contractual restrictions
• Ask questions about how your information has been collected, used, or disclosed

To make a request, contact our Privacy Officer using the details in the Contact us section. We will respond within the timelines required by law.

Children's privacy

We provide care to patients of all ages, including children who attend with a parent or guardian. Where a patient is a minor, we collect and use their information with the consent of a parent or legal guardian, in line with standard healthcare practice.

Other websites

Our website may link to third-party sites, such as JaneApp for booking or social media platforms. This policy does not apply to those sites, and we encourage you to review their own privacy practices.

Changes to this policy

We may update this policy from time to time to reflect changes in our practices or in applicable law. The effective date at the top of this page will always show when it was last updated. We encourage you to review it periodically.

Contact us

If you have questions about this policy or how we handle your personal information, or if you'd like to exercise any of your privacy rights, reach out to our Privacy Officer: