Privacy Policy
How we handle information you share through our website, and how to contact us about your privacy.
Last updated:
About this notice
Terra Nova Medical Clinics respects your privacy. This notice explains how we collect, use and protect personal information through terranovamedical.ca, including website inquiries and our online waitlist. It also explains website technologies and links to booking, registration and payment services.
The website is operated by Terra Nova Medical Centre Ltd., using the Terra Nova Medical Clinics name. We handle personal information in accordance with applicable privacy law, including British Columbia’s Personal Information Protection Act (PIPA) and applicable federal requirements.
Patient registration, medical records and clinical consent are handled through our clinical systems and services, with separate notices and consent processes. This website notice does not replace those processes or authorize medical treatment. Contact your clinic for information about how your clinical records are handled.
Website inquiries
When you contact us through a website form or an email link, we use the information you provide, such as your name, contact details and message, to respond to and manage your inquiry and direct it to the appropriate team. We do not use website inquiries for newsletters or promotions. We may retain or disclose relevant information where required or authorized by law.
Please do not include medical records, personal health numbers or payment-card details in website inquiries. Email links open your email service; ordinary email may not provide the same protections as a clinical portal. For questions about your care, call your clinic.
Website forms and email are not emergency services. For a medical emergency, call 911 or go to the nearest emergency department.
Online waitlist
Our online waitlist uses Monday.com. The form requests contact details reasonably needed to manage your request for a practitioner and contact you about clinic availability. It does not request medical or clinical information. Please do not enter symptoms, diagnoses, medical histories or other clinical details. Waitlist information is not used for newsletters or promotions. Joining the waitlist does not guarantee an appointment or attachment to a practitioner.
Within Terra Nova, access to waitlist information is limited to authorized staff according to their responsibilities. Monday.com processes information to provide the waitlist service and may store or process it in the United States. The form provides a collection notice before submission. Information handled outside Canada may be subject to that country’s laws and lawful access requirements. Further information is available in Monday.com’s Privacy Policy.
We retain waitlist information for as long as reasonably needed to manage your request and meet applicable legal or business requirements. When it is no longer needed, we securely delete it or remove identifying information. Contact your preferred clinic to update your details or ask to leave the waitlist.
If you prefer not to use the online form, call your preferred clinic to join the waitlist.
Booking, registration and payments
Our booking and registration links take you to an electronic medical record or booking provider’s website. Information entered there is handled through that service and the relevant clinic processes. Review the notices and consent information presented before submitting information. We remain responsible for personal information under our control when a provider processes it on our behalf.
Our website links to a Stripe-hosted page to process payments. You enter your payment-card details directly on Stripe’s page; our website does not collect or store those details through this payment link. Stripe handles payment information under its applicable privacy notice and terms.
We may receive payment confirmations and relevant billing or transaction details to administer payments, receipts and refunds. Within Terra Nova, access is limited to authorized staff according to their responsibilities. Please avoid including diagnoses, medical histories or personal health numbers in payment notes. Contact your clinic if you need help with an invoice or another payment arrangement.
Careers and recruitment
Our careers page provides email links to our recruitment team and links to external platforms, such as LinkedIn. If you send us an application or recruitment inquiry, we use the information we receive to assess your suitability, communicate with you and administer recruitment. Within Terra Nova, access is limited to authorized staff involved in recruitment. Please avoid including patient information or unnecessary identity documents.
Applications submitted through an external platform are also subject to that platform’s privacy notice and settings. We remain responsible for recruitment information under our control.
Cookies, analytics and external content
When you visit the website, your browser shares technical information with the services delivering it. This may include your IP address, browser and device details, pages requested, access times and referring pages. Server logs, cookies and similar technologies may support site delivery, security and preferences.
We use Google Analytics to understand how visitors use the website and help improve its content and performance. Google Analytics may collect information about pages visited, interactions, browser and device characteristics, and approximate location, and may use cookies or similar identifiers. Google processes information in accordance with its Privacy Policy.
Some pages use externally delivered resources, such as fonts and images, or embedded content, including YouTube videos. Loading or playing this content may share technical information with the provider and involve cookies or similar technologies. YouTube’s practices are described in Google’s Privacy Policy.
Our cookie notice and Cookie Policy provide additional information about cookies and similar technologies. You can also manage cookies through your browser settings. Blocking some technologies may affect website features. You can call your clinic for assistance with booking or other services.
Links to social media, partner services and other external websites take you to services with their own privacy practices. Please review their notices and avoid sharing health information in public comments or reviews. Linking to a provider’s policy does not replace our responsibility for information under our control.
Sharing and processing locations
We may provide relevant information to authorized staff and service providers to respond to inquiries, manage waitlist requests, administer recruitment, operate and protect the website, and support the functions described above. Access is limited according to responsibilities. We may also disclose information when authorized or required by law, including valid legal process.
Our responsibility for information under our control continues when a service provider handles it for us. Providers may process information outside British Columbia or Canada, depending on the service, including through storage, backups or support access. Information handled abroad may be subject to foreign laws and lawful access requirements. Contact our Privacy Officer for information about these arrangements.
Protecting and retaining information
We use reasonable administrative, technical and physical safeguards appropriate to the information involved. Access within Terra Nova is limited to authorized staff according to their responsibilities, and staff receive privacy and security training. Our Privacy Officer oversees privacy across our clinic locations, supported by technical and clinic leadership. We take reasonable steps to assess service providers’ privacy and security safeguards. No website or electronic service can eliminate every security risk.
We retain website inquiries, recruitment information and other information covered by this notice for as long as reasonably needed for their purpose and applicable legal or business requirements. When those purposes and requirements no longer apply, we securely delete the information or remove identifying information. Required retention can continue after a request to withdraw consent or delete information.
Your choices and privacy rights
You may contact us to ask about our practices, withdraw consent on reasonable notice where applicable, request access to personal information under our control, or request correction of errors. We will explain relevant consequences or restrictions and offer assistance. Withdrawal generally applies to future handling and does not undo lawful handling already completed.
Please make access and correction requests in writing. We verify identity and representative authority before releasing personal information. Under BC PIPA, access requests generally require a response within 30 business days, subject to lawful extensions or other applicable provisions. Legal exceptions may limit access. We will explain any refusal and applicable review rights. Where a minimal access fee is permitted, we provide a written estimate before proceeding.
Contact and concerns
For privacy questions or concerns, email support@terranovamedical.ca or contact your Terra Nova clinic using the telephone number or mailing address on our Our Clinics page. Ask to be connected with our Privacy Officer, or address written correspondence to “Confidential — Attention: Privacy Officer.”
Please provide a safe way to contact you and the general nature of your request. Avoid sending medical histories, identity documents or other sensitive information by ordinary email; we can arrange an appropriate way to handle your request.
Our Privacy Officer oversees privacy across Terra Nova clinic locations. We will route your request to the person responsible for the information involved. You may also contact the Office of the Information and Privacy Commissioner for British Columbia. Nothing in this notice limits your right to raise a concern with a regulator.
Changes to this notice
We update this notice as our website practices change and show the last updated date above. If a change introduces a new purpose or materially different handling, we provide any additional notice and obtain consent required by law before applying it.