Privacy Policy

Effective date: September 1, 2026
Last updated: September 1, 2026

Konverge Wellness Clinic (“Konverge,” “we,” “us,” or “our”) respects your privacy and is committed to protecting the personal information entrusted to us.

This Privacy Policy explains how we collect, use, disclose, retain, and protect personal information when you visit our website, contact the clinic, book an appointment, receive services, apply to join our team, or otherwise interact with us.

Our privacy practices are intended to comply with British Columbia’s Personal Information Protection Act (“PIPA”) and other applicable privacy laws.

1. Personal information we collect

Personal information means information about an identifiable individual. Depending on how you interact with us, we may collect:

• Your name, address, telephone number, email address, date of birth, and other contact information
• Appointment details, scheduling preferences, and communication history
• Health history, symptoms, treatment information, consent forms, clinical notes, and other information required to provide care
• Personal Health Number and ICBC claim information, when applicable
• Extended health insurance information required for direct billing
• Payment and transaction information
• Information you provide through website forms, email, telephone, or in person
• Employment, education, registration, and professional information submitted through a job application
• Technical information such as your IP address, browser, device type, pages visited, referring website, and general website-use information
• Any other information you voluntarily provide to us

Please do not send sensitive medical, insurance, or financial information through a general website contact form or ordinary email unless we specifically ask you to do so through an appropriate secure method.

2. How we collect personal information

We may collect personal information:

• Directly from you
• Through our website and online forms
• Through our appointment-booking system
• During consultations, assessments, and treatment
• From an insurer, ICBC, referring provider, or other third party when you authorize it or when permitted by law
• From a parent, guardian, substitute decision-maker, or representative acting with appropriate authority
• Automatically through cookies and similar website technologies
• From job applicants and professional references

When another person provides information on your behalf, we may take reasonable steps to confirm their authority to do so.

3. Why we collect and use personal information

We collect and use personal information for reasonable purposes connected with operating the clinic, including:

• Responding to questions and requests
• Scheduling, confirming, changing, and cancelling appointments
• Providing Registered Massage Therapy, acupuncture, Chinese herbal medicine, and related care
• Assessing your needs and developing treatment recommendations
• Maintaining accurate clinical and business records
• Processing payments and issuing receipts
• Submitting eligible claims to extended health insurers or ICBC
• Communicating with other health professionals when authorized or permitted by law
• Managing consent forms, clinic policies, and follow-up communications
• Improving our services, website, and client experience
• Maintaining clinic safety, security, and regulatory compliance
• Responding to complaints, disputes, legal obligations, and professional requirements
• Reviewing employment or contractor applications
• Sending newsletters or promotional communications when we have the required consent
• Preventing fraud, misuse, unauthorized access, and other harmful activity

We will not use personal information for a new purpose unless we obtain consent or the use is otherwise permitted or required by law.

4. Consent

We obtain consent where required before collecting, using, or disclosing personal information. Consent may be express or implied, depending on the circumstances and sensitivity of the information.

For example, when you voluntarily provide contact information to request an appointment, you consent to our using that information to respond and manage your request.

You may withdraw consent by contacting us, subject to reasonable notice and any legal, regulatory, contractual, or clinical record-retention requirements. Withdrawing consent may affect our ability to provide certain services.

5. Clinical and health information

Health and treatment information is sensitive. It is collected only as reasonably necessary to assess your needs, provide safe and appropriate care, maintain clinical records, coordinate authorized care, and meet professional or legal requirements.

Clinical records may be maintained by Konverge, by the treating practitioner, or through a service provider used by the clinic or practitioner. Access to a particular clinical record may therefore need to be handled by the practitioner responsible for that record.

Our practitioners may also be subject to professional privacy, confidentiality, documentation, and record-retention obligations established by their regulatory bodies.

6. Direct billing and ICBC claims

When you ask us to submit a claim on your behalf, we may collect and disclose information reasonably required to verify eligibility, process the claim, communicate with the payer, and maintain billing records.

This may include your name, date of birth, policy or claim number, Personal Health Number, appointment information, provider details, services received, fees, and other information required by your insurer or ICBC.

Information is submitted only with your authorization or as otherwise permitted by law. Coverage and reimbursement decisions are made by the applicable insurer or ICBC.

7. When we disclose personal information

We do not sell or rent personal information.

We may disclose personal information:

• To practitioners, employees, and authorized clinic personnel who require it to perform their duties
• To booking, records-management, website-hosting, email, IT, payment, accounting, and other service providers supporting clinic operations
• To extended health insurers or ICBC when you request direct billing or claim support
• To another health professional when you authorize the disclosure or when permitted by law
• To a parent, guardian, representative, or substitute decision-maker with appropriate authority
• To legal, regulatory, insurance, or professional advisers
• To government authorities, regulators, law enforcement, or other parties when required or permitted by law
• In an emergency where disclosure is reasonably necessary to protect an individual’s health or safety
• As part of a proposed or completed business transaction, subject to applicable legal safeguards

Service providers are expected to use personal information only for the services they provide and to protect it appropriately.

8. Service providers and information outside Canada

Some technology providers may store or process information outside British Columbia or Canada. When information is handled in another jurisdiction, it may be subject to the laws of that jurisdiction and accessible to its courts, law enforcement, or government authorities.

We take reasonable steps when selecting service providers and use contractual or other safeguards where appropriate.

Website hosting provider: [insert provider or remove]

Appointment-booking platform: [insert platform or remove]

Payment processor: [insert processor or remove]

Email or marketing platform: [insert platform or remove]

Analytics provider: [insert provider or state that no analytics are used]

9. Website forms and email

Information submitted through our website is used to respond to your request and for the purposes described when the information is collected.

Although we take reasonable precautions, ordinary email and general website forms may not be appropriate for transmitting highly sensitive information. Do not use them for urgent medical matters.

This website and our email are not monitored as emergency services. If you are experiencing a medical emergency, call 911 or seek appropriate emergency assistance.

10. Cookies and analytics

Our website may use cookies and similar technologies to:

• Enable essential website functions
• Remember preferences
• Protect website security
• Understand website traffic and performance
• Improve content and usability
• Measure advertising performance, if advertising tools are enabled

You can restrict or delete cookies through your browser settings. Disabling essential cookies may affect how the website operates.

If we use optional analytics, advertising, or third-party tracking technologies, we will provide appropriate notice and consent controls where required.

11. Marketing communications

We will send promotional emails or text messages only when permitted by law. Where required, we will obtain consent and include identification and unsubscribe information.

You may unsubscribe using the link in a message or by contacting us. Unsubscribing from promotional messages will not prevent us from sending necessary appointment, billing, treatment, safety, or administrative communications.

12. Safeguarding personal information

We use reasonable administrative, technical, and physical safeguards appropriate to the sensitivity of the information. These may include:

• Limiting access to authorized individuals
• Passwords and access controls
• Secure or encrypted systems where appropriate
• Confidentiality requirements and staff training
• Secure storage and disposal practices
• Website and system security measures
• Procedures for responding to privacy incidents

No method of transmission or storage is completely secure. We cannot guarantee absolute security, but we take reasonable steps to reduce foreseeable risks.

13. Retention and disposal

We retain personal information only for as long as reasonably necessary to fulfill its identified purposes and satisfy legal, tax, insurance, contractual, and professional obligations.

Clinical records are retained according to the requirements applying to the relevant practitioner and service. When information is no longer required, we securely destroy, delete, or anonymize it, subject to applicable obligations.

14. Accuracy

We make reasonable efforts to keep personal information accurate and complete when it may be used to make a decision affecting you or disclosed to another organization.

Please notify us if your contact, insurance, health, or other relevant information changes.

15. Access and correction

You may request access to personal information under our control and information about how it has been used or disclosed. You may also ask us to correct an error or omission.

Requests must be made in writing and provide enough detail for us to identify the relevant information. We may need to verify your identity before responding.

Access may be limited where permitted or required by law, including where disclosure would reveal another person’s information, confidential commercial information, or information protected by legal privilege.

If the requested information forms part of a practitioner’s clinical record, we may refer the request to the practitioner responsible for that record.

16. Children and minors

When services are provided to a minor, we handle consent and personal information according to applicable law, the minor’s capacity, the circumstances, and relevant professional requirements.

Where appropriate, we may obtain authorization from a parent or legal guardian.

17. Third-party websites

Our website may contain links to booking platforms, maps, social networks, insurer websites, ICBC, or other third-party services.

We do not control those services and are not responsible for their privacy practices. Review the privacy policy of a third-party service before providing personal information.

18. Changes to this policy

We may update this Privacy Policy when our practices, technology, services, or legal obligations change.

The revised policy will be posted on this page with an updated revision date. Material changes may also be communicated through another appropriate method.

19. Questions, requests, or complaints

Questions, access or correction requests, withdrawal-of-consent notices, and privacy complaints can be directed to:

Privacy Officer
Konverge Wellness Clinic
10767 Whalley Blvd, Unit 202
Surrey, BC V3T 2H3
Phone: 778-909-9946
Email: info@konvergewellness.ca

Please write “Privacy Request” in the email subject line. Do not include sensitive health information in your initial email.

If you are not satisfied with our response, you may contact:

Office of the Information and Privacy Commissioner for British Columbia
Website: www.oipc.bc.ca
Telephone: 250-387-5629