Privacy Policy

1. Overview

Surrey Women’s Clinic respects your privacy and is committed to handling personal information responsibly. This Privacy Policy explains how we may collect, use, disclose, store and protect personal information when you visit our website, submit a consultation request, call the clinic, communicate by email or text, use an online chat or interact with our automated communication systems.

Our practices are intended to address applicable Canadian and British Columbia privacy requirements, including British Columbia’s Personal Information Protection Act where it applies. Clinical records may also be governed by additional legal, regulatory and professional obligations.

2. Information We May Collect

Depending on how you interact with the clinic, we may collect:

• Contact details, including your name, telephone number, email address and mailing address.
• Consultation information, such as the type of care you are seeking, whether your inquiry relates to private women’s wellness or referral-based OB/GYN care, preferred appointment times and the reason for your inquiry.
• Information submitted through online forms, questionnaires, chat, email, text message or other digital communications.
• Call and conversation information, including voicemail, call-routing selections, transcripts, summaries or recordings where recording is enabled and appropriate notice or consent is provided.
• Technical and usage information, such as IP address, browser, device, pages viewed, referral source, approximate location and interaction data.
• Communication preferences and consent records, including opt-in, opt-out and unsubscribe information.
• Transaction information relating to private services or payments. Payment-card data may be processed directly by a payment provider rather than stored by the clinic website.

3. How We May Use Information

We may use personal information to:

• Respond to questions and consultation requests.
• Route inquiries to the appropriate private wellness, referral or administrative workflow.
• Schedule, confirm, reschedule and follow up on appointments.
• Provide clinic information, directions, referral instructions and service information.
• Send requested or necessary telephone, email and text communications.
• Create contact records, conversation histories, tasks and reminders for clinic staff.
• Operate automated workflows that help prevent missed inquiries and support timely follow-up.
• Improve website performance, patient experience and clinic operations.
• Protect the clinic, patients and staff from misuse, fraud or security threats.
• Meet legal, regulatory, professional, accounting, insurance and record-management requirements.

4. Online Forms, CRM and Automated Assistance

The clinic may use secure third-party technology platforms to manage online forms, contact records, appointment requests, communication histories, reminders, workflows and internal notifications.

Automated or AI-assisted tools may help answer routine questions, collect basic inquiry details, summarize conversations, route calls or messages, and direct a person to the appropriate next step. These tools are intended to support administration and communication—not to independently diagnose, prescribe treatment, provide emergency care or replace professional medical judgment.

Information submitted through an automated assistant may be processed by technology providers acting on the clinic’s behalf. Please provide only the information reasonably necessary for your inquiry and avoid entering highly sensitive medical details unless the clinic has directed you to an approved secure process.

5. Email, Text Messages and Telephone Calls

By providing contact information and requesting communication, you authorize the clinic to respond using the contact method you selected. Communications may include consultation follow-up, appointment confirmations, reminders, referral instructions, service information and other messages connected to your request.

Where required, consent will be obtained before sending promotional or commercial electronic messages. Promotional messages will include an unsubscribe option, and consent records may be retained for compliance purposes.

Telephone calls may be answered, routed or supported by an automated assistant. Calls may be monitored, transcribed or recorded for service, training, documentation, quality or security purposes only where permitted and after appropriate notice or consent. If you do not wish to continue after receiving a recording notice, you may end the call and contact the clinic through another method.

Email and standard SMS are not guaranteed to be completely secure. Do not send emergency information or highly sensitive clinical details through unsecured channels.

6. Cookies, Analytics and Advertising Technologies

The website may use cookies, pixels, local storage and similar technologies to operate essential functions, remember preferences, understand traffic, measure website performance and evaluate communications or advertising.

These tools may collect device identifiers, IP address, browser information, page views, referring pages, button clicks, form interactions and campaign information. Data may be aggregated or pseudonymized where appropriate.

You can usually control cookies through your browser settings and any cookie controls made available on the website. Blocking some cookies may affect functionality. Additional details will be provided in the clinic’s Cookie Policy.

7. Service Providers and Disclosure

We do not sell personal information. We may share information with authorized service providers that support clinic operations, including providers of:

• Website hosting and content delivery.
• Online forms, contact management and workflow automation.
• Email, SMS, telephone, voicemail and chat communications.
• Analytics, security, spam prevention and system monitoring.
• Payment processing, accounting and professional services.

Providers are expected to process information only for authorized purposes and to apply appropriate safeguards. Some providers may process or store information outside British Columbia or Canada, where it may be subject to the laws of another jurisdiction.

Information may also be disclosed when authorized by you, required or permitted by law, necessary to protect safety, or required by a regulatory, professional, insurance or law-enforcement authority.

8. Personal Health Information and Clinical Records

Information collected during clinical care may become part of a medical record and may be managed separately from general website, marketing and analytics information.

Submitting an online form, speaking with an automated assistant or receiving a confirmation message does not establish a physician-patient relationship, confirm acceptance as a patient or guarantee an appointment. Clinical decisions are made only following an appropriate professional assessment.

9. Safeguards and Security

We use administrative, technical and physical safeguards intended to protect personal information against unauthorized access, use, disclosure, alteration, loss or disposal. Measures may include access controls, password protection, secure hosting, encryption where appropriate, confidentiality obligations, monitoring and incident-response procedures.

No electronic system is completely secure. You should use discretion when deciding what information to submit online.

10. Retention and Disposal

We retain personal information only as long as reasonably necessary for the purpose for which it was collected and to meet applicable legal, professional, operational, accounting, insurance and record-retention obligations.

Retention periods may vary for website inquiries, consultation requests, consent records, communication logs, payment records and clinical records. When information is no longer required, it may be securely deleted, destroyed or anonymized.

11. Access, Correction and Withdrawal of Consent

You may request access to personal information held by the clinic and ask that inaccurate or incomplete information be corrected, subject to lawful exceptions. Identity verification may be required.

You may withdraw consent to optional uses or communications, subject to legal, contractual, professional or record-keeping restrictions. Withdrawal may limit the clinic’s ability to provide a requested service or communicate through your preferred channel.

12. Minors

Where information about a minor is submitted, the clinic may require authorization from a parent, guardian or another person legally entitled to act on the minor’s behalf, subject to applicable law and professional obligations.

13. Third-Party Links and Embedded Services

The website may link to or embed maps, social-media services, payment tools and other third-party services. Their privacy practices are governed by their own policies. Surrey Women’s Clinic is not responsible for unrelated third-party privacy practices.

14. Changes to This Policy

We may update this Privacy Policy as clinic services, forms, technology, communication systems or legal requirements change. The updated version will be posted on this page with a revised date.

15. Privacy Questions and Requests

Questions, concerns, access requests or privacy complaints may be directed to: