Privacy policy
Privacy Policy
Last updated: September 1, 2025
INTRODUCTION
At the Praxis Telemed Mobile Application, managed, operated, and represented by Praxis Family Health Clinic under a contract of exclusive telemedicine service using the infrastructure of the Tibbi Telemedicine system in Quebec province, Canada ("Praxis," "we," or "us"), we are committed to safeguarding the confidentiality of your personal information and protecting your privacy. The purpose of this Privacy Policy is to inform you about the types of personal information we collect, use, and disclose in connection with our services and platform. It also explains how we handle that information, the choices you have regarding its use and disclosure, and how you may request corrections.
We will only use your personal information in accordance with this Privacy Policy unless otherwise required by applicable law. We take measures to ensure that the personal information we collect about you is adequate, relevant, not excessive, and used for limited purposes. All employees and contractors of the Praxis who collect, use, and disclose personal information must do so in accordance with this Privacy Policy. Whenever we engage a third-party service provider or work with a new partner, we ensure that the information is properly protected at all times.
Please read this privacy policy carefully to understand how we collect, use, and store your information. If you do not fully understand or agree with this privacy policy, your choice is to not use our services or platform. This Privacy Policy should be read in conjunction with our Terms and Conditions. By accessing or using our services or platform, you agree that you understand, accept, and consent to the practices described in this Privacy Policy and our Terms and Conditions. Please also note that this Privacy Policy may change from time to time.
PERSONAL INFORMATION
“Personal Information” is information about an identifiable individual. Such information may include but is not limited to:
- Your name
- Your date of birth
- Your address
- Your phone number
- Your email
- Your IP address
- Your requests for information
- Your health information (physical or mental)
- Any information that you may disclose to our service providers that is related to providing care to you (symptoms, medical history, family’s health history, clinician observations, appointment history, diagnosis results, and treatment information)
- Your personal health information found in your medical file records, appointment notes, and communications between patients and our service providers
FORMS
We use several forms to collect your personal information to offer services that meet your needs and improve your experience, including but not limited to consultation questionnaires, order forms, registration forms, and payment forms.
COOKIES AND SIMILAR TECHNOLOGIES
When you visit our platform, we may collect information through electronic means such as cookies. Cookies are a technology that allows a platform to remember you and improve your browsing experience. For example, it allows you to identify yourself and log in to your membership plan more quickly or remember which products are added to your cart when you shop online. You have the option to block cookies by adjusting your browser settings. However, some features of the platform may no longer function properly. If you wish, you can also accept cookies but block the sharing of information between different websites. Accessing the platform without first modifying your browser settings constitutes an acknowledgment by the user and an acceptance of the use of cookies. We shall not be held responsible for any damage, loss, or expense arising from the use of cookies and similar technologies.
In addition, we use Google Analytics, which allows us to view information about user activity such as pages visited, requests, IP addresses, and time spent on our platform. This information is depersonalized and presented in numerical form, meaning that it cannot be used to identify the user.
OBJECTIVES
Except in accordance with this privacy policy and unless permitted or required by law, we do not collect, use, or share your personal information without your consent. We use this information for the purposes of managing our platform and improving our services to enhance your experience, including but not limited to:
- Developing, improving, and delivering products and services that meet your needs
- Better understanding and analyzing your needs to offer better service
- Answering all your requests and questions
- Processing or following up on your appointments, orders, requests, or purchases
- Identifying you, creating, and managing your account on our platform
- Facilitating and administering your access to our platform and any consultations, information, products, healthcare services, and functionalities
- Communicating information and offers pertaining to our products and services
- Performing statistics and analysis
- Advertising and remarketing
- Collaborating with third-party service providers such as physicians, pharmacists, and other healthcare professionals
- Informing you about new products or services that may be of interest to you
- Gathering opinions and comments regarding our operations
- Carrying out our obligations arising from any contracts we may have
- Investigating legal claims
- Billing
- Notifying you about changes to our platform
- Other purposes for which we may obtain consent from time to time
- Other uses as permitted or required by law
SHARING OF PERSONAL INFORMATION
Unless you have provided consent or as permitted or required by law, we are committed not to market the personal information collected on the platform. However, in certain cases, we may disclose information to third-party service providers related to or mandated by us for the purposes of managing our platform, such as to collaborate with third-party service providers like physicians, specialist doctors, pharmacists, clinics, physiotherapists, psychologists, nutritionists, lawyers, accountants, lab technicians, private laboratories, and other healthcare professionals, affiliates, or partners of Praxis Telemed Mobile application involved in providing you with the services or consultations, as well as for the storage of personal information or data processing.
All professionals, affiliates, and third parties, whether as contractors or employees, that are engaged to perform services on our behalf and are provided with personal information are required to adhere to this Privacy Policy, maintain the confidentiality of your personal information, and use it solely for the purposes for which we disclose it to them. When the disclosure of your personal information is part of a care plan or any other orientation and counseling services that you have agreed to, we will consider the agreed care plan or the orientation and counseling services to constitute implied consent.
We may also make disclosures of personal information in the following situations:
- To a potential acquirer in connection with a transaction involving a merger, acquisition, or sale of some or all of the business of Praxis Telemed Mobile application
- To comply with any court order, law, or legal process, or to respond to any government or regulatory request
- To third parties for potentially life-saving information during medical emergencies, reporting infectious diseases, or fitness to drive
- To enforce or apply our Terms and Conditions
- If we believe disclosure is necessary or appropriate to protect the rights, property, or safety of Praxis Telemed Mobile application, our clients, or others
- To other companies and organizations for the purposes of fraud protection and credit risk reduction
- For reporting purposes, including usage of our products and services for marketing purposes, statistical analyses, or for research
It is important to note that our platform may include links to third-party websites, plug-ins, services, social networks, or applications. Clicking on those links or enabling those connections may allow the third party to collect or share data about you. If you follow a link to a third-party website or engage a third-party plugin, please note that these third parties have their own privacy policies, and we do not accept any responsibility or liability for these policies. We do not control these third-party websites and encourage you to read the privacy policy of every website you visit.
We may also use the information we have collected from you to allow us to display advertisements to our advertisers’ target audiences.
PROTECTION OF PERSONAL INFORMATION
We have implemented stringent security measures to safeguard your personal information:
Secure Storage:
Your personal information is stored in secure databases with access restricted to authorized personnel only. Data centers hosting our databases maintain physical security controls, including surveillance and access restrictions, to protect against unauthorized access.
Network Security:
Robust network security measures, including firewalls, intrusion detection systems (IDS), and regular security audits, are employed to prevent unauthorized access and ensure data integrity. Ongoing monitoring of network traffic helps detect and respond to potential security threats promptly.
Encryption Standards:
We prioritize industry-leading encryption technologies, such as AES-256 encryption for data at rest and Transport Layer Security (TLS) protocols for data in transit, to protect information exchanged between users and our platform. Encryption ensures that sensitive data remains unreadable to unauthorized parties, mitigating risks associated with data interception.
Access Management:
Access to personal information is strictly controlled and granted based on the principle of least privilege. Employees and healthcare providers affiliated with Praxis Telemed Mobile application receive access only to the information necessary for their roles, enhancing data security and confidentiality.
User Authentication:
Rigorous user authentication protocols, including multi-factor authentication (MFA), are enforced to secure access to membership plans and sensitive areas of our platform. Strong password policies and regular credential audits help mitigate risks associated with unauthorized account access.
Backup and Recovery Procedures:
Regular data backups are performed to secure offsite locations to ensure data availability in the event of hardware failures, natural disasters, or other emergencies. Backup integrity checks and encryption protocols are implemented to protect data during storage and transmission between backup sites.
End-to-End Encryption:
For sensitive interactions, such as medical consultations and file transfers, we employ end-to-end encryption (E2EE) technologies. E2EE ensures that data exchanged between users and healthcare providers remains confidential and inaccessible to unauthorized parties throughout the communication process.
Hypertext Transfer Protocol Secure (HTTPS):
Our platform uses HTTPS to secure communications between your device and our servers. HTTPS encrypts data transmitted between users and our platform, preventing eavesdropping and ensuring the integrity and confidentiality of data during transmission. By enforcing HTTPS, we protect user information from interception by malicious third parties and enhance trust in the security of our platform.
9. EV Code Signing Certificate:
We utilize an Extended Validation (EV) Code Signing Certificate for digitally signing executable files and software updates distributed through our platform. An EV Code Signing Certificate provides enhanced assurance of the authenticity and integrity of our software, verifying that it has not been tampered with or altered since it was signed. This certificate helps mitigate the risk of users downloading compromised or malicious software, ensuring a secure and trusted software distribution process.
Encryption and Anonymization:
We adhere to the highest standards of encryption and anonymization technologies to protect your personal data, including images and files shared on our platform. These measures ensure that sensitive information remains confidential and secure throughout transmission and storage. Our encryption protocols comply with industry best practices, utilizing TLS technologies for secure data transit. Additionally, robust anonymization techniques are employed to protect user identities and prevent personal information from being traced back to individuals. These measures are designed to maintain the integrity and functionality of our services while upholding the highest levels of data security.
RISK MITIGATION AND INCIDENT RESPONSE
RECORD KEEPING AND RETENTION
Your personal information is protected and stored in confidential and secure databases. We will use, disclose, or retain it for as long as necessary for the purposes for which it was collected and as long as permitted or required by law.
When personal information is no longer necessary or relevant for our identified purposes or required by law, we will take steps to have it deleted, destroyed, erased, or made anonymous.
RIGHT TO WITHDRAW CONSENT
You may withdraw your consent to the use or disclosure of your personal information at any time, subject to legal or contractual restrictions and reasonable notice. To withdraw your consent, you may contact us as set out below. Please be aware that the withdrawal of your consent may affect our ability to provide you with services and may result in the termination of your access to the platform.
UPDATING PERSONAL INFORMATION
We aim to ensure that your personal information is accurate, complete, and up-to-date. If you believe your personal information is inaccurate or incomplete, you have the right to request a correction. Please notify us of any change to your personal information as soon as possible so that we may update our records.
ACCOUNT OWNERS AND ASSOCIATED MEMBERS
Account owners and associated members are provided with essential information on the collection, use, and protection of personal information within our telemedicine platform.
As an account owner, you play a key role in safeguarding the privacy of associated members you invite to your account. By adding associated members, you accept the responsibility to ensure they understand their privacy rights and how their personal information is managed on the platform.
Data Responsibility
The account owner is responsible for the privacy and security of all associated members' data until they activate their accounts. The owner must ensure that associated members understand how their personal information will be collected, used, and shared as per the Privacy Policy.
Consent for Data Use
The account owner warrants that associated members have provided their informed consent for the collection and use of their personal information as outlined in the Privacy Policy. This includes understanding the types of data collected and the purposes for which it will be used.
Access to Personal Information
Associated members will have the right to access their personal information and manage their privacy preferences once they activate their accounts. The account owner should guide associated members on how to exercise these rights.
Security Obligations
The account owner agrees to implement and maintain reasonable security measures to protect the personal information of associated members, including safeguarding against unauthorized access, data breaches, and any other potential threats to privacy.
Changes to Policy
The account owner agrees to inform associated members of any changes to the Privacy Policy that may affect how their personal information is handled. This includes communicating significant updates that could impact their privacy rights.
PRICING AND CURRENCY DISPLAY
General Terms
All pricing information presented on the Platform is provided for informational purposes only. Prices displayed on the public website are shown in United States dollars (USD) by default.
Final pricing for telemedicine consultations and associated services is determined by the selected region and the internal pricing policies of the participating licensed medical provider or clinic. Prices may vary depending on the region in which the services are provided and the provider's internal fee structure. The exact amount due will always be transparently disclosed to the patient prior to the initiation of any consultation or the confirmation of any appointment. No fees shall be charged without the express consent of the patient.
All pricing includes applicable taxes and service fees unless otherwise specified. Praxis family health clinic reserves the right to update the pricing format, supported currencies, and display preferences at any time, provided that such updates remain in compliance with applicable consumer protection and healthcare regulations.
Region-Specific Currency Display
Canada
When the selected region is Canada, pricing within the mobile application may be displayed in Canadian dollars (CAD), subject to currency support. If CAD is not available, pricing will remain in USD.
European Union
For services accessed from EU member states, pricing may remain displayed in USD within the application. Where local currency is not supported, USD will be used as the default. All pricing practices shall comply with relevant EU directives governing transparency and digital services.
United Arab Emirates (UAE)
For services provided in the UAE, prices within the mobile application may be displayed in Emirati dirhams (AED), where supported. Otherwise, USD shall remain the default display currency. Displayed prices may include applicable VAT and other local charges.
Currency Display on the Platform
On the public website, all prices are shown in U.S. dollars (USD) regardless of the selected region. Within the mobile application, pricing may be shown in: Canadian dollars (CAD) when Canada is selected; U.S. dollars (USD) when the European Union is selected; Emirati dirhams (AED) when the UAE is selected.
When region-specific currency support is unavailable, pricing will be shown in USD by default.
Language and Localization
All non-static content on the Platform is displayed using language variables. If translation for a specific language is unavailable for any content or pricing section, the content will default to English to ensure completeness and prevent the display of empty sections.
USE OF AI
Use of AI Technologies
Praxis Telemed uses Artificial Intelligence (AI) technologies to support and enhance your healthcare experience. One of the main uses of AI is for symptom triage, helping you describe your health concerns before consulting with a licensed healthcare professional. AI may also assist with tasks such as appointment scheduling, language translation, voice interactions, and other smart support features.
Personal Data Processed by AI
When you use AI-powered features, including our triage assistant, you may share information such as your symptoms, health history, questions, and preferences. This data is processed securely and used only to provide the requested services and to help improve our AI tools.
Data Protection and Security
We apply strict technical and organizational measures to protect data processed by our AI tools. All AI interactions comply with applicable data protection and medical confidentiality laws. All data processed by AI tools is anonymized and fully encrypted wherever technically feasible, providing an extra layer of privacy and security.
Human Oversight
Our AI tools, including the triage assistant, are designed to support — not replace — qualified medical professionals. Any diagnosis, treatment, or medical advice is made by licensed healthcare providers. Information provided by AI should not be considered professional medical advice on its own.
CONTACT US
For any questions about this privacy policy, the practices of Praxis Telemed Mobile application, or your dealings with our platform, please contact us at reception @ cliniquepraxis.ca