La présente Politique de confidentialité (« Politique de confidentialité ») décrit les pratiques de Kinro en matière de protection des renseignements (« Kinro », « nous », « notre » et « nos »), y compris lorsque vous visitez tout site Web de Kinro qui renvoie à la présente Politique de confidentialité (le « site Web »); utilisez toute application mobile affiliée (l’« application ») qui renvoie à la présente Politique de confidentialité ou la contient; ou fournissez autrement des données à Kinro. Nous désignons le site Web, l’application et les autres services fournis par Kinro collectivement dans la présente Politique de confidentialité comme les « Services ». La présente Politique de confidentialité est intégrée à nos Conditions d’utilisation. Tous les termes commençant par une majuscule utilisés dans la présente Politique de confidentialité, mais non définis aux présentes, ont le sens qui leur est attribué dans les Conditions d’utilisation.
Nous et nos fournisseurs de services nous conformons aux lois et règlements prévus par les lois applicables en matière de protection de la vie privée au Canada, et plus précisément à la Loi sur la protection des renseignements personnels et les documents électroniques (Canada) et à la Loi sur la protection des renseignements personnels sur la santé (Ontario), ainsi qu’aux règlements pris en vertu de ces lois.
Table des matières
Kinro has designated a Privacy Officer who is accountable for our compliance with this Privacy Policy and applicable privacy legislation. You may contact our Privacy Officer at any time with questions, requests, complaints, or concerns about how your information is handled:
Morgan Holdway, Privacy Officer, Kinro Health Inc.
privacy@kinrohealth.com
Who Holds Your Health Record
Healthcare Services are provided by independent, licensed health care practitioners (“Authorized Medical Providers”) who use the Kinro platform to deliver care, and pharmacy services are provided by a licensed pharmacy partner.
Personal health information created in connection with Healthcare Services may be held by the Authorized Medical Provider, the professional entity through which the provider delivers care, the dispensing pharmacy, or another organization that is responsible for the information under applicable law (each, a "Responsible Health Organization"). Depending on the arrangement and the information involved, Kinro may act as an agent, service provider, or electronic service provider to a Responsible Health Organization. Kinro does not assume the professional or statutory responsibilities of an Authorized Medical Provider or pharmacy merely because information is stored or transmitted through the Kinro platform.
If you wish to access or correct a health record, withdraw consent, or exercise another right relating to personal health information, contact our Privacy Officer using the details above. Kinro will respond directly where it is legally responsible for the information or will help direct and coordinate your request with the appropriate Responsible Health Organization.
Québec Privacy Requirements
Where Québec law applies, Kinro and the relevant Responsible Health Organizations will handle personal information in accordance with Québec privacy legislation. This may include completing privacy impact assessments when required for new or materially changed information systems or for processing outside Québec, using privacy-protective default settings, maintaining a confidentiality-incident register, and providing access, correction, portability, and complaint rights required by Québec law.
Table des matières
1.
Renseignements que nous recueillons
2.
Comment nous utilisons vos renseignements
3.
Comment nous divulguons vos renseignements à des tiers
4.
Comment nous protégeons vos renseignements
5.
Vos choix et votre consentement
6.
Services de tiers et avis concernant les renseignements sur la santé
7.
Conservation de vos renseignements
8.
Droit à vos données
9.
Modifications à notre politique de confidentialité
10.
Nous contacter
11.
Third-Party Websites
12.
Changes to This Privacy Policy
13.
Contact Us
Renseignements que nous recueillons
Québec Privacy Requirements.
We collect information you give us directly, including when you create an account, complete a medical assessment, communicate with an Authorized Medical Provider, verify your identity, request insurance or manufacturer-program support, place an order, or contact support. Depending on how you use the Services, this may include:
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Nom, adresse, numéro de téléphone, date de naissance et adresse courriel
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Personal health information, including your medical history, current medications, allergies, symptoms, physical measurements, laboratory information, prescriptions, treatment decisions, and other information you provide to or receive from an Authorized Medical Provider;
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Insurance, benefits, public-plan, manufacturer-assistance, prior authorization, and reimbursement information, including plan identifiiers, coverage results, and supporting documents;
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Account credentials, communication preferences, consent records, and information used to verify your identity, age, location, account security, or payment authorization;
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Billing and delivery information, including your shipping address and payment details. Full payment-card information is collected and processed by our payment processor and is not stored by Kinro;
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Information about your orders, transactions, refunds, prescriptions, pharmacy selections, fax transmissions, deliveries, and shipment tracking;
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Records of your interactions with our customer support team and automated support assistant;
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Information you submit through forms, surveys, feedback, employment applications, or other communications.
You are not required to provide all of this information, but if you do not, we may be unable to provide some or all of the Services to you.
Information we collect automatically.
When you use our public website or access the Services, we and our service providers may collect technical and security information, including your IP address and approximate geographic location, browser and device type, operating system, device identifiers, referring and exit pages, pages viewed, time spent on pages, login events, error logs, and fraud or security signals. On our public website, some of this information is collected using cookies, tags, tracking pixels, and similar technologies.
Advertising and analytics. We use advertising and analytics services provided by third parties, including Meta, TikTok, and Google, on our public marketing website. These services allow us to measure the effectiveness of our advertising and to understand how visitors use our site. Conversion events reported to these advertising platforms indicate only that a visitor has registered or completed a purchase with Kinro. They do not identify which treatment or therapeutic area a person has enquired about, been prescribed, or purchased.
We do not permit advertising or analytics tracking on our patient application. Third-party advertising and session-analytics technologies (including Meta, TikTok, and Microsoft Clarity) do not operate on the authenticated pages of our patient application, and therefore do not collect your personal health information.
Information we receive from others. We may receive information about you from Authorized Medical Providers, professional entities, pharmacies, payment and subscription processors, insurers and benefit administrators, public plans, manufacturer-support programs, identity-verification and fraud-prevention providers, laboratories, delivery partners, regulators, and other service providers that help us deliver or protect the Services
Comment nous utilisons vos renseignements
Dans le cadre de la prestation des Services, nous pouvons utiliser vos renseignements à des fins commerciales pour :
Comment nous divulguons vos renseignements à des tiers
Nous pouvons partager vos renseignements à des fins commerciales des façons suivantes :
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Nom, adresse, numéro de téléphone, date de naissance et adresse courriel
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Enable Authorized Medical Providers, Responsible Health Organizations, pharmacies, laboratories, and other authorized participants to provide care or related services;
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Verify your identity, age, location, insurance information, account security, and payment authorization, and investigate suspected fraud or misuse;
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Administer your account and process payments, authorization holds, refunds, insurance claims, prior authorizations, and manufacturer-program requests;
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Communicate with you about your account, care, prescriptions, coverage, orders, deliveries, privacy requests, and enquiries;
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Provide customer support, resolve technical issues, and operate an automated support assistant subject to the limitations described below;
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Send marketing communications where you have provided the required consent;
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Operate, secure, audit, improve, and develop the Services, including quality assurance and service analytics;
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Create and use de-identified or aggregate information for research, service improvement, and outcome analysis;
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Detect, prevent, investigate, and respond to fraud, misuse, privacy breaches, and securityincidents;
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Comply with legal, regulatory, contractual, and professional obligations, and establish, exercise, or defend legal claims.
De-identified and aggregate information
We may de-identify and aggregate information using measures intended to prevent it from being linked back to you or your device. We may use this information to understand treatment outcomes, improve the Services, conduct research, and report on the effectiveness of care delivered through the platform. We do not attempt to re-identify properly de-identified information, and we do not sell personal information or personal health information or disclose de-identified health information to advertisers, promotional partners, or sponsors.
Comment nous protégeons vos renseignements
We disclose your information in the following circumstances:
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Authorized Medical Providers and Responsible Health Organizations — to assess and provide care, maintain health records, coordinate follow-up, and meet professional or legal obligations.
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Pharmacies, laboratories, and external healthcare providers — to transmit prescriptions or requisitions, dispense medication, process pharmacy services, coordinate care, and fulfil a request you have made.
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Insurers, benefit administrators, public plans, and manufacturer-support programs — to verify or administer requested coverage, reimbursement, prior authorization, discount, or patient-support benefits.
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Delivery and logistics providers — to arrange, track, confirm, and support delivery of medication or other items.
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Identity-verification, payment, fraud-prevention, and security providers — to verify information, process authorized transactions, and protect patients, Kinro, and the Services.
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Service providers — we use third parties for subscription billing, customer support, communications, hosting, security, analytics, records management, and related functions. They may access information only as reasonably necessary to provide contracted services and must protect it under applicable law and their agreements with us.
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Legal and safety — where required or permitted by law, including to respond to a subpoena, court order, regulatory request, or lawful investigation; enforce our Terms of Service; investigate suspected fraud or misuse; or protect the rights, property, health, or safety of Kinro, patients, practitioners, or the public.
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Business transactions — if Kinro is involved in a proposed or completed merger, financing, reorganization, acquisition, or sale of assets, information may be disclosed or transferred as permitted by law and subject to appropriate safeguards. Personal health information will remain subject to the requirements applicable to the Responsible Health Organization.
Nous prenons diverses mesures de sécurité techniques et organisationnelles pour protéger vos renseignements contre l’accès non autorisé, la divulgation, le vol ou l’utilisation abusive. Toutefois, aucune méthode de transmission par Internet, ni aucun moyen de stockage électronique ou physique, n’est absolument sécuritaire. À ce titre, vous reconnaissez et acceptez que nous ne pouvons pas garantir la sécurité des renseignements que vous transmettez à nos Services, par leur intermédiaire ou sur ceux-ci, ou par Internet, et que toute transmission de ce type se fait à vos propres risques. Lorsque vous avez choisi un mot de passe vous permettant d’accéder aux Services, il vous incombe de garder ce mot de passe confidentiel. Nous vous demandons de ne partager votre mot de passe avec personne. Les renseignements que vous partagez dans les espaces publics peuvent être consultés par tout utilisateur des Services.
Insurance, Third-Party Payers, and Manufacturer Programs
If you ask Kinro or a pharmacy to verify or process insurance, benefit-plan, public-plan, manufacturer-assistance, or other third-party coverage, information may be collected from and disclosed to the applicable payer, pharmacy, plan administrator, manufacturer-program administrator, or service provider. This may include identity and contact information, insurance identifiers, prescription and product information, claim information, supporting documents, and the coverage result, but only as reasonably necessary to administer the requested benefit. These organizations may separately handle information under their own privacy practices.
External Pharmacies and Delivery Providers
If you select an external pharmacy, Kinro or an Authorized Medical Provider may send the pharmacy your prescription, contact information, relevant medical information, and other information reasonably necessary to fulfil your request. When an item is shipped, Kinro or the dispensing pharmacy may provide the courier with information necessary to complete and manage delivery, such as your name, delivery address, telephone number, email address, delivery instructions, and shipment-tracking information.
Key service providers
Our principal service providers include:
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Payment processing and subscription billing (Adyen; Chargebee);
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Email and marketing communications (Klaviyo);
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Customer support and messaging (Intercom);
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Cloud hosting and infrastructure (Amazon Web Services);
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Identity-verification, fraud-prevention, insurance, and manufacturer-program administrators, where applicable;
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Delivery and logistics partners;
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Advertising and analytics providers, on our public marketing website only (Meta, TikTok, Google, Microsoft Clarity).
Kinro maintains a current list of principal service providers and subprocessors, including the general service they provide and the locations in which information may be processed. You may request the current list from our Privacy Officer. We may also publish or update this list through our website.
Information about your treatment program held by our communications platform. Our email and communications platform may hold the minimum information needed to send accurate transactional, care, order, and, where separately consented, marketing communications. We seek to use limited program codes or categories rather than diagnoses, symptom details, clinical notes, or free-text medical information. Access is restricted, the information is not disclosed to advertising platforms, and it is subject to the retention and cross-border safeguards described in this Policy.
Automated support assistant. We use an automated support assistant provided through our customer-support platform to answer common questions about accounts, orders, deliveries, billing, and treatment programs. To answer these questions, it may access limited account information, including order history, billing information, and current prescription and dose information. Support conversations may be recorded, logged, retained, and reviewed for security, quality assurance, and support improvement. The assistant does not provide medical advice, make clinical decisions, prescribe or alter medication, independently change an order or account, approve a refund, or make another decision that produces a significant effect without appropriate human involvement.
Information accessed by the automated support assistant is processed by our customer-support platform outside Canada (see “Where Your Information Is Stored” below). We require that the information be used only to provide services on our behalf and not to train the provider’s general-purpose artificial-intelligence models or any underlying model. Clinical, safety, privacy, and disputed billing matters are directed to an appropriate person. You may request human support at any time.
Vos choix et votre consentement
Vous pouvez nous demander de ne pas utiliser vos coordonnées pour vous contacter par courriel, par la poste ou par téléphone au sujet de produits, de services, de promotions et d’événements spéciaux susceptibles de vous intéresser en communiquant avec nous au moyen des coordonnées ci-dessous. Dans les courriels commerciaux, vous pouvez également vous désabonner en suivant les instructions figurant au bas de ces courriels. Veuillez noter que, peu importe votre demande, nous pouvons tout de même utiliser et partager certains renseignements, comme le permet la présente Politique de confidentialité ou comme l’exige la loi applicable. Par exemple, vous ne pouvez pas refuser de recevoir certains courriels opérationnels, comme ceux qui portent sur notre relation avec vous ou vos transactions avec nous. Vous pouvez également retirer votre consentement à l’utilisation future de vos renseignements et fermer votre compte. Si vous le faites, nous pourrons tout de même utiliser vos renseignements aux fins auxquelles vous aviez consenti avant de retirer votre consentement, et nous pourrons conserver des renseignements vous concernant ainsi que sur vos transactions antérieures avec nous à des fins de vérification, pour assurer l’intégrité de nos données et pour satisfaire aux exigences légales.
Services de tiers et avis concernant les renseignements sur la santé
La présente politique de confidentialité ne traite pas, et nous ne sommes pas responsables, de la confidentialité, des renseignements ou d’autres pratiques, y compris les processus et normes relatifs à la confidentialité et à la sécurité des données, de tout tiers, notamment les médecins et autres fournisseurs de soins de santé utilisant les Services, le fabricant de votre appareil mobile et des autres matériels et logiciels informatiques, ainsi que toute autre application mobile, tout autre site Web ou tout autre service de tiers vers lequel nos Services peuvent contenir un lien. Ces tiers peuvent parfois recueillir des renseignements auprès de vous ou à votre sujet. Nous n’avons aucun contrôle sur les pratiques de confidentialité de ces tiers. La collecte, l’utilisation et la divulgation de vos renseignements seront assujetties aux politiques de confidentialité des sites Web ou services de tiers, et non à la présente politique de confidentialité. Nous vous encourageons à lire les politiques de confidentialité et de sécurité de ces tiers.
Conservation de vos renseignements
Nous conservons vos renseignements uniquement pendant la période nécessaire aux fins pour lesquelles ils sont traités. La durée pendant laquelle nous les conservons dépend des fins pour lesquelles nous les avons recueillis et utilisés et/ou des exigences nécessaires pour nous conformer aux lois applicables.
Accès à vos données
We retain information only as long as reasonably necessary for the purposes for which it was collected, or as required or permitted by law, professional standards, contractual obligations, a legal hold, or an active complaint or investigation. Retention periods may differ depending on the Responsible Health Organization, province, type of record, and purpose. Our general retention approach is:
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Health records — retained for the period required by the laws, professional standards, and record-retention rules applicable to the Authorized Medical Provider or Responsible Health Organization. The period may depend on the province where care was provided, the type of record, the patient’s age, and whether the record relates to continuing care, a complaint, an investigation, or a legal proceeding.
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Prescription and dispensing records — retained by the responsible pharmacy in accordance with applicable pharmacy legislation, standards, and record-retention requirements.
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Billing and transaction records — retained as required by applicable tax and financial record-keeping laws.
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Identity-verification, fraud-prevention, and security records — retained for as long as reasonably necessary to verify transactions, protect accounts, investigate misuse, meet legal obligations, and resolve disputes.
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Marketing and analytics information — retained for no more than forty-eight (48) months following your last interaction with us, unless a shorter or longer period is required or permitted by law, after which it is deleted or de-identified.
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Customer support records — retained for no more than forty-eight (48) months, unless required for a longer period for patient safety, quality assurance, a legal claim, complaint, investigation, or regulatory matter.
Vous pouvez demander une copie des renseignements de votre compte, et nous vous la fournirons gratuitement. Vous pouvez demander les renseignements de votre compte en nous contactant à support@kinro.ca. Avant de vous donner accès aux renseignements de votre compte, nous vous authentifierons d’abord afin de confirmer votre identité. Nous traiterons toutes les demandes d’accès rapidement, sous réserve des lois applicables en matière de protection de la vie privée.
Modifications apportées à notre politique de confidentialité
Subject to applicable law, you have the right to:
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Access personal information and personal health information held about you, subject to limited exceptions under applicable law;
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Update ordinary account information, such as contact or delivery information, through the available account tools or by contacting us;
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Request correction of inaccurate or incomplete information. Clinical notes, prescriptions, or information relied upon by a healthcare professional may be corrected through an amendment or notation rather than deletion of the original record;
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Withdraw consent to collection, use, or disclosure, subject to legal, professional, and contractual restrictions;
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Request deletion of information, subject to the retention requirements described above;
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Where Québec law applies, request that eligible computerized personal information be provided to you or another authorized organization in a structured, commonly used technological format, subject to legal exceptions;
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Ask questions about our practices, request information about cross-border processing or service providers, or make a complaint.
Vous pouvez demander une copie des renseignements de votre compte, et nous vous la fournirons gratuitement. Vous pouvez demander les renseignements de votre compte en nous contactant à support@kinro.ca. Avant de vous donner accès aux renseignements de votre compte, nous vous authentifierons d’abord afin de confirmer votre identité. Nous traiterons toutes les demandes d’accès rapidement, sous réserve des lois applicables en matière de protection de la vie privée.
. Communiquez avec nous
Si vous avez des questions au sujet de cette politique de confidentialité ou des pratiques de confidentialité de Kinro, veuillez nous contacter à : support@kinro.ca
Third-Party Websites
Our Services may contain links to websites and services operated by third parties. This Privacy Policy does not apply to those third parties, and we are not responsible for their privacy practices. We encourage you to review their privacy policies before providing them with your information.
Changes to This Privacy Policy
We may update this Privacy Policy to reflect changes in law, our practices, service providers, or the Services. The most recent revision date appears at the top. If we make a material change, we will provide notice as required by law. Where a new or expanded activity requires separate or additional consent, we will obtain that consent before applying the change to your information. Continued use of the Services may indicate acceptance of other updates where permitted by law.
Contact Us
If you have questions, requests, or concerns about this Privacy Policy or about how Kinro handles your information, please contact our Privacy Officer:
Morgan Holdway, Privacy Officer, Kinro Health Inc.
privacy@kinrohealth.ca
