Privacy Policy

Effective date: September 21, 2026

BLVD Wellness & Recovery ("BLVD", "we", "us") is a multidisciplinary health clinic offering physiotherapy, massage therapy, chiropractic care, acupuncture, kinesiology and related services. We take the privacy of your personal and health information seriously.

This policy explains what personal information we collect, how we use and share it, how we protect it, and the choices and rights you have. It applies to all BLVD clinic locations, our websites, our booking and communication channels (including phone, text message, email, online chat and AI assistants), and our social media and advertising.

Who we are

BLVD clinics are operated by the following companies, each of which is responsible for the personal information collected at its location:

• BLVD Wellness & Recovery – Burnaby, operated by 1481802 B.C. Ltd.
• BLVD Wellness & Recovery – Burquitlam, operated by 1580286 B.C. Ltd.

Our locations share certain systems, staff and administrative services. Where this policy says "BLVD", it refers to both companies together.

We handle personal information in accordance with British Columbia's Personal Information Protection Act (PIPA), Canada's Anti-Spam Legislation (CASL), and the record-keeping and confidentiality standards of the regulatory colleges that govern our practitioners.

Contact and identity information

• Name, date of birth, gender, address, phone number and email address
• Emergency contact details
• Parent or guardian information for patients who are minors

Health information

• Health history, symptoms, injuries and reasons for your visit
• Intake forms, assessments, treatment plans, clinical notes and progress records
• Referrals, imaging reports and other records from other healthcare providers, where you provide them or consent to us obtaining them

Billing and insurance information

• Extended health plan details for direct billing
• ICBC claim numbers, WorkSafeBC claim information and related case details
• Payment information, including the credit card we require on file to book. Card details are encrypted and stored by our booking and payment platform, Jane App, and its payment processors. BLVD does not store full credit card numbers on its own systems.

Communications

• Messages you send us by text, email, website chat, social media or phone
• Records of calls and messages, which may include recordings or transcripts where we tell you so at the start of the interaction
• Your communication and marketing preferences

Website, advertising and device information

• Information collected through cookies, pixels and similar technologies, such as IP address, browser type, device type and settings, approximate location (depending on your device settings), pages visited and how you arrived at our website
• Information from forms on our website and landing pages, including which advertisement or campaign led you to us

How we collect it

We collect most information directly from you: when you book an appointment, complete intake forms, attend a visit, fill out a form on our website, or contact us. With your consent, we may also collect information from other healthcare providers, your insurer, ICBC, WorkSafeBC, or a person you have authorized to act for you. Some website information is collected automatically, as described under Cookies and advertising.

How we use your information

• Providing care: assessing and treating you, coordinating care between our practitioners, and keeping accurate clinical records
• Scheduling: booking, confirming and reminding you of appointments, and managing cancellations and waitlists
• Billing and insurance: processing payments and submitting claims to insurers, ICBC or WorkSafeBC on your behalf
• Responding to you: answering inquiries and following up on requests for information or appointments
• Marketing: sending newsletters, offers and updates about our services, only where we have your consent, and showing advertising as described below
• Promotions: running contests, promotions and community offers you choose to take part in
• Hiring: considering applications from people who apply to work with us
• Operations and improvement: training staff, reviewing service quality, analysing how our website and services are used, and planning our business
• Legal and regulatory: meeting our obligations to regulatory colleges, insurers and the law, and protecting our rights

We only collect, use and disclose the information that is reasonably needed for these purposes.

Consent

By booking with us or receiving care, you consent to us collecting, using and disclosing your information to provide care, schedule appointments and bill for services as described in this policy. We will ask for your express consent before using your information for any new purpose, before sharing health information outside BLVD except as described here or required by law, and before sending you marketing messages.

You may withdraw your consent at any time, subject to legal or contractual restrictions. If you withdraw consent for information we need to provide care or process billing, we may not be able to continue providing those services, and we will explain what that means for you.

Text messages, email and marketing

• We send appointment confirmations, reminders and other service messages by text and email. These are part of providing your care.
• We send promotional messages, such as newsletters, offers and new service announcements, only to people who have given consent or where CASL otherwise permits.
• You can unsubscribe from marketing emails using the link in any message, reply STOP to any text message, or contact us. Opting out of marketing does not stop appointment-related messages.
• Standard message and data rates from your mobile carrier may apply.

Your mobile number and SMS consent are never shared or sold. We do not share your mobile number with third parties or affiliates for their marketing or promotional purposes. Your SMS opt-in data and consent are shared only with the messaging platforms and carriers that deliver our messages, and are excluded from every other category of sharing described in this policy.

We do not use details from your clinical records to target you with advertising.

Artificial intelligence and automated tools

We use software tools, including AI-powered tools, to help us respond quickly and run the clinic efficiently. For example, these tools may:

• Answer questions, share information and help you book appointments through website chat, voice or text messaging
• Help our team sort and summarise incoming inquiries, draft replies, and update contact and booking records
• Assist with administrative tasks such as organising follow-ups and reporting

When you are communicating with an automated assistant, we will make that clear, and you can ask to speak with a member of our team at any time. AI tools do not diagnose conditions, make treatment decisions or replace your practitioner. Clinical decisions are always made by a qualified practitioner, and our team reviews AI-assisted communications that involve health matters.

The providers of these tools process information on our behalf, are contractually required to protect it, and may not use it for their own purposes. Where available, we choose settings that prevent your information from being used to train their models.

How we share your information

We do not sell or rent your personal information. We share it only as follows:

• Within BLVD: practitioners and staff who need your information to provide or support your care. If you receive care at more than one BLVD location, your records may be accessible to the care team at each location.
• Service providers: companies that support our operations, such as our clinical records, booking and payment platform (Jane App), customer relationship management and messaging platforms, AI tools, payment processors, cloud hosting, IT support and marketing services. This includes affiliated companies that provide marketing and technology services to BLVD. Service providers may only use your information to perform services for us and must protect it.
• Insurers and funders: extended health insurers, ICBC and WorkSafeBC, when you ask us to bill them or consent to us sharing information for your claim
• Other healthcare providers: such as your physician or a specialist, with your consent or where permitted by law
• Promotion partners: sponsors or partners of a contest or promotion you enter, limited to what is needed to run it
• People you authorize: such as a family member, lawyer or legal representative
• Legal requirements: when required or permitted by law, such as a court order, a request from a regulatory college, or to prevent a serious risk of harm
• Business changes: to a prospective buyer or successor in connection with a sale, merger or reorganisation of all or part of our business, under confidentiality obligations

Storage outside Canada

Some of our service providers store or process information outside Canada, including in the United States. While we require these providers to protect your information, it may be accessible to courts, law enforcement and national security authorities of those countries under their laws. You can contact our Privacy Officer for more information about our service providers' practices.

Cookies and advertising

Our websites use cookies, pixels and similar technologies to operate the site, remember your preferences, measure performance and support advertising. This may include analytics and advertising tools from providers such as Google and Meta (Facebook and Instagram). These tools help us understand which ads and pages are effective, and may be used to show you BLVD ads on other websites and apps.

We configure these tools so that they do not receive details of your health conditions or treatment. You can control cookies through your browser settings, and adjust ad preferences in your Google and Meta account settings. Disabling cookies may affect how our website works.

How long we keep information

We keep clinical and billing records for the period required by our practitioners' regulatory colleges and applicable law, which can be many years after your last visit and longer for patients who were minors when treated. Other information, such as inquiries from people who did not become patients and marketing records, is kept only as long as needed for the purposes described here. When information is no longer needed, we securely destroy or anonymise it.

How we protect your information

We use physical, organisational and technical safeguards appropriate to the sensitivity of the information, including restricted access based on job role, password and multi-factor protections, encrypted systems where available, confidentiality agreements with staff and service providers, and privacy training for our team. No method of storage or transmission is completely secure, but we work to protect your information and review our safeguards regularly.

If a privacy breach creates a real risk of significant harm to you, we will notify you and the appropriate authorities as required by law.

Your rights

• Access: you can request a copy of the personal information we hold about you, including your clinical records
• Correction: you can ask us to correct information you believe is inaccurate or incomplete
• Withdraw consent: as described under Consent
• Ask questions or complain: about how we handle your information

Please send requests in writing to our Privacy Officer. We will respond within 30 business days, as required by PIPA, or tell you if we need more time and why. We may charge a minimal fee for copies of records, and we will tell you the fee in advance. In limited cases the law allows or requires us to refuse access; if so, we will explain why.

If you are not satisfied with our response, you can contact the Office of the Information and Privacy Commissioner for British Columbia at oipc.bc.ca.

Minors

We provide care to minors with the consent of a parent or legal guardian, or with the minor's own consent where they are capable of consenting to their care under BC law. Our websites and marketing are not directed at children under 13, and we do not knowingly collect information online from children under 13. If you believe a child has submitted information to us, please contact us and we will delete it.

Third-party links

Our websites and messages may link to external websites and services, such as online booking pages, insurer portals and social media. We are not responsible for their content or privacy practices, so please review their policies.

Changes to this policy

We may update this policy as our services, technology and legal requirements change. The updated version will be posted on this page with a new effective date. If we make significant changes to how we use your information, we will notify you directly where appropriate.

Contact us

For privacy questions, access requests or concerns, please contact our Privacy Officer:

Privacy Officer, BLVD Wellness & Recovery
hello@blvdwellness.ca
(604) 364-1626

BLVD Burnaby
1481802 B.C. Ltd.
4279 Dawson St #301
Burnaby, BC V5C 0N5

BLVD Burquitlam
1580286 B.C. Ltd.
612 Elmwood St, Unit 401
Coquitlam, BC V3J 3W8