Privacy Policy

When you contact us. Our contact and call-back forms ask for your name, phone number and email address, and some ask for your city, the service you are interested in and a short message. If you are not yet a patient, please share only what we need to get back to you. We will ask about your health at your assessment.

When you call or text us. Our business phone line is provided by OpenPhone, which keeps a record of calls and texts as any phone service does. If we miss your call, our system records the calling number and sends you an automatic text message so you know we will call you back. Calls placed from this website may be routed through a Google forwarding number, which tells us that a call came from the website, along with its time, length and the caller's area code.

By email. Job applications and patient referrals are sent to us by email, not through a form on this site. If a clinician refers you to us, we treat that information as part of your clinical record.

When you browse. Our hosting provider processes standard technical data, such as your IP address and browser type, to deliver the site and keep it secure.

Google. We use Google Analytics, Google Ads and Google Tag Manager to understand how people use the site and whether our Google ads work. These tools run for every visitor without a banner: we rely on your implied consent for this kind of measurement, and you can opt out at any time as described under "Your choices". They use cookies and record the pages you visit, the general region or city you are visiting from, and whether you submitted a form or tapped our phone number. We send Google only the name of the form, never what you typed into it. We have turned off Google's ad personalization for this site, so your visits are not used to build remarketing audiences.

Meta Pixel, only if you accept. When you first visit, a banner asks whether we may use the Meta Pixel from Meta Platforms (Facebook and Instagram). It does not run unless you click Accept. If you accept, it sends Meta the pages you visit, and whether you submitted a form or tapped our phone number, along with your IP address, browser details and a cookie or device identifier. Because some of our pages describe specific conditions and treatments, a visit can suggest an interest in a health topic, which is why we ask first. We never send Meta anything you type into a form.

Fonts and images. Our fonts load from Google Fonts and some images load from Unsplash, which receive your IP address so they can deliver them.

• To reply to you and arrange your care.
• To run the website and keep it secure.
• To measure and improve our advertising on Google, Facebook and Instagram.

We do not sell your personal information.

Messages from our forms are stored in our website database and sent to our clinic email inbox. Access is limited to members of our team who need it to respond to you. Our service providers (our website host, Google, OpenPhone and, if you accept, Meta) process information on our behalf or under their own terms, as described above.

Our website host, Google, OpenPhone and Meta are based in the United States. Information they process may be stored or handled outside Canada and may be accessible under the laws of the countries where it is held.

• You can accept or decline the Meta Pixel, and change your choice at any time: change my cookie choice.
• You can block or delete cookies in your browser settings, or opt out of Google Analytics with Google's browser add-on. The site works fully without cookies.
• You can control how Google and Meta use your activity for ads in your Google and Facebook or Instagram ad settings.
• You can ask us what personal information we hold about you, ask us to correct it, or ask us to delete it.

We keep enquiries from people who do not become patients only as long as we need them to respond and follow up, and then delete them. Patient records are kept for the periods our professional obligations require.

The person accountable for privacy at Marchant Health Inc. is our Director. For any privacy question or request, email info@physiohome.ca. If you are not satisfied with our answer, you can contact the Office of the Information and Privacy Commissioner for British Columbia at oipc.bc.ca.

If we change how we handle information, we will update this page and the date at the top.