Privacy Policy

Last updated: April 24, 2026

Haven at Home Inc. ("Haven at Home", "we", "us", "our") is committed to protecting your privacy. This policy explains how we collect, use, disclose, and safeguard your personal information when you visit our website, use our services, or communicate with us.

We are a home healthcare agency based at 1033 Bay St., Suite 317, Toronto, Ontario M5S 3A5. As a health information custodian, we handle personal health information in accordance with Ontario's Personal Health Information Protection Act, 2004 (PHIPA) and applicable federal and provincial privacy legislation.

1. Information we collect

We collect information in several ways depending on how you interact with us:

Information you provide directly

• Contact and booking information — name, email address, phone number, postal code, and preferred contact method when you fill out a form, request a consultation, or book an assessment.
• Care-related information — details about the person requiring care (age, mobility level, care needs, medical history, physician information) provided during intake or assessments.
• Communications — the content of emails, phone calls, and messages you send us.

Information collected automatically

• Website usage data — pages visited, time on site, referring URL, browser type, device type, and IP address, collected through Google Analytics 4 and similar tools.
• Cookies and tracking technologies — we use cookies, pixels, and similar technologies to understand how visitors use our website, to measure advertising effectiveness, and to improve your experience. See Section 7 below.

Personal health information (PHI)

When you become a client, we collect and maintain personal health information as part of your clinical care record. This may include assessment findings, care plans, progress notes, treatment records, and information shared by or with other members of your circle of care (e.g. your physician or hospital discharge team).

2. How we use your information

We use the information we collect for the following purposes:

• To provide, coordinate, and manage your home care services, including scheduling visits, assigning care providers, and developing care plans.
• To respond to your inquiries, process booking requests, and communicate with you about your care.
• To maintain clinical records as required by healthcare regulations and professional standards.
• To improve our website, services, and user experience through aggregated analytics.
• To send you relevant information about our services, if you have opted in to receive such communications. You can unsubscribe at any time.
• To comply with legal obligations and regulatory requirements.

3. How we share your information

We do not sell, rent, or trade your personal information. We may share information in the following limited circumstances:

• Circle of care — we share PHI with other health professionals involved in your care (e.g. your physician, hospital team, or other care providers) as permitted by PHIPA, and only to the extent necessary for your treatment.
• Service providers — we use trusted third-party services (e.g. form processing, email, analytics) that may process your information on our behalf. These providers are contractually obligated to protect your data and use it only for the services we have engaged them to provide.
• Legal requirements — we may disclose information where required by law, regulation, court order, or in response to a lawful request by a regulatory body.
• With your consent — we may share your information with other parties when you have given us your explicit written consent to do so.

4. How we protect your information

We take the security of your information seriously and implement appropriate technical and organizational measures, including:

• Encrypted data transmission (HTTPS/TLS) for all website and application communications.
• Encrypted storage of personal health information and clinical records.
• Role-based access controls so that staff can only access information relevant to their duties.
• Staff training on privacy obligations and information handling procedures.
• Audit logging of access to personal health information, as required by PHIPA.

While no method of transmission or storage is 100% secure, we continuously review and improve our security practices.

5. Data retention

We retain personal information only as long as necessary to fulfil the purposes for which it was collected, or as required by law:

• Clinical records — retained for a minimum of ten (10) years from the date of the last client interaction, in accordance with Ontario healthcare record-keeping requirements and professional college standards. Pediatric records may be retained longer.
• Website inquiry and form data — retained for as long as needed to respond to your inquiry and manage the relationship, then securely deleted.
• Analytics data — aggregated website usage data is retained in accordance with our analytics provider's policies and does not identify individual visitors.

6. Your rights

Under Ontario privacy law, you have the right to:

• Access — request access to the personal information and personal health information we hold about you.
• Correction — request correction of information you believe to be inaccurate or incomplete.
• Withdraw consent — withdraw your consent for the collection, use, or disclosure of your information, subject to legal and clinical obligations that may require continued retention.
• Complaint — file a complaint with the Information and Privacy Commissioner of Ontario if you believe your privacy rights have been violated.

To exercise any of these rights, please contact us using the information in Section 9 below. We will respond to your request within 30 days.

7. Cookies and tracking technologies

Our website uses the following cookies and tracking technologies:

• Google Analytics 4 — to understand how visitors use our website and to improve our content and services. Google Analytics collects anonymized usage data. You can opt out by installing the Google Analytics opt-out browser add-on.
• Meta (Facebook) Pixel — to measure the effectiveness of our advertising on Meta platforms. The pixel collects data about website visits and actions taken. You can manage your Meta ad preferences through your Facebook settings.
• Microsoft Clarity — to understand how visitors interact with our website through session recordings and heatmaps. Clarity does not collect personal information and masks sensitive content.
• Google Ads — to measure conversions from our Google advertising campaigns.

You can control cookies through your browser settings. Disabling cookies may affect the functionality of some parts of our website.

8. Third-party links

Our website may contain links to third-party websites or services. We are not responsible for the privacy practices or content of those sites. We encourage you to review the privacy policies of any third-party site you visit.

9. Contact us

If you have questions about this privacy policy, wish to exercise your privacy rights, or have a privacy concern, please contact us:

10. Changes to this policy

We may update this privacy policy from time to time to reflect changes in our practices or legal requirements. When we make material changes, we will update the "Last updated" date at the top of this page. We encourage you to review this policy periodically.

See our Terms of Service for conditions governing use of our website and services.