Privacy Policy

Effective date

March 23, 2025

Wellwise Privacy Policy

At Wellwise, we respect your privacy and take great care in protecting your personal information. As a leading Canadian retailer in the home health space, we have thousands of customers interacting with us each week – in our stores and through our websites. Through these interactions, our customers entrust us with their personal information.

Canadians rely on us to safeguard this information and ensure its responsible collection and use. To do so, we have committed to the following principles:

We will be transparent about how we handle your personal information and our privacy practices
We will use your personal information to benefit you and enhance your customer experience
We will protect your personal information and handle it responsibly

We also want to be transparent about how you can help manage your privacy and information, so you can make informed decisions.

Here's our full privacy policy and associated product/service-specific notices which describe our privacy practices in more detail:

Wellwise Privacy Policy

How Wellwise manages and protects your personal information, and your privacy choices.

Health and Wellness

How we manage and protect your personal information when you receive healthcare services.

How do I know if there are changes to the privacy policy?

We may make changes to this policy from time to time. Any changes we make will become effective when we post a modified version of the policy on this webpage. If we make any material changes to the policy, we will post a notice on our websites. By continuing to participate in our programs, and/or use our services or purchase our products after the modified version of the policy has been posted, you are accepting the changes to the policy, subject to any additional requirements which may apply. If you do not agree to the changes in our policy, it is your responsibility to stop participating in our programs, and/or using our services or purchasing our products. It is your obligation to ensure that you read, understand, and agree to the latest version of the policy. The “Effective Date” at the top of the policy indicates when it was last updated.

Who do I contact with privacy questions?

We have appointed a dedicated Privacy Officer for Wellwise and for who is responsible for overseeing our privacy program and ensuring compliance with applicable privacy laws and regulations. If you have any questions about how we handle your personal information, please contact the appropriate Privacy Office noted below. If you have a program, product, service, or are participating in a promotion, contest or event that is offered by us with a third party, the third party may hold your personal information. If you have any questions or concerns, we will direct you to the appropriate party so that you may make enquiries as to that party’s privacy policies and practices. For all privacy related questions:

Wellwise Corporate Office - Privacy Office:

Attention: Chief Privacy Officer, Wellwise Email: privacy@wellwise.ca Phone: 800 370 0366 Address: 5621 Finch Ave East, Unit 1, Scarborough ON M1B 2T9

Wellwise Privacy Policy

Effective date: March 23, 2025

1.0 Scope and application

This policy relates to the customer personal information collected by Wellwise and certain of its associates in Canada, as well as their websites, mobile applications and banners. Throughout this policy, we collectively refer to these companies as, “Wellwise”, “we”, “us” or “our”. For more information refer to the more details section.

In this policy, we describe what personal information we collect; how we use, share and manage it; how you can access, update and/or correct your personal information; the privacy choices available to you; and the specific privacy notices relating to certain programs and services that provide you with more information.

Please also refer to any privacy statements available at our locations, websites or mobile applications available to you at the time your personal information is collected.

More details

A. Which companies are included in this privacy policy?

This policy applies to Wellwise and certain associates in Canada, as well as their websites, mobile applications and banners, as follows:

Shoppers Home Health Care (Canada) Inc.
16375278 Canada Inc.
Verillium Health Ltd.
Lending Hand Home Care Services Corp.
Certain other current and future associates and subsidiaries of Wellwise.

B. What does this privacy policy include?

This policy describes how we handle your personal information, specifically, what we collect, and how we collect, use, share, protect and store it. We also explain your Privacy Choices and how you can exercise those choices.

This policy applies to you when you visit one of our websites, sign up to be a part of any of our programs, promotions, contests or events, apply for or purchase our products, or receive our services.

The term “policy” also includes each of these specific privacy notices:

A Health Privacy Notice(Open in a new tab), specific to our healthcare services;

Please note that specific privacy notices and/or additional terms and conditions may apply to how we are collecting and managing your information when you engage with some of our programs, products, services, promotions, contests and/or events. Those specific privacy notices and/or terms and conditions will apply together with this policy.

2.0 What type of personal information do we collect, and how?

We limit the collection of personal information to what is reasonably required to fulfill the purposes for which it was collected. We collect personal information, as defined below, in a variety of ways, including directly from you, from third parties, through in-store technologies, and when you are interacting with us online or through our mobile applications.

More details

A. How we define personal information

“Personal information” is any information that identifies you or could be reasonably associated with you. The personal information we collect may include contact information such as your name, email address, home address, and phone numbers, as well as information about the specific products and services that you purchase in our stores or from us online, information provided to us in connection with our programs, products and/or services and/or information collected automatically when you interact with us online or visit our stores.

Personal information that we collect may include:

Personal health information, through the use of any of our healthcare services provided by , dietitians, nurses, nurse practitioners, respiratory therapists and other healthcare providers which includes any information that identifies or can identify you and relates to the state of your health or the treatment you are receiving. More specifically, personal health information means both diagnostic, treatment and care information, and/or registration information with our healthcare services.

B. How we collect personal information

We collect personal information in the following ways:

Directly From You

You may provide personal information to us in our stores, by mail, by email, over the telephone, through our websites or mobile applications or in any other direct manner.

For example:

When you voluntarily share information about yourself with us, we will collect that information in order to provide you with our programs, products or services, respond to your inquiry, or for any other purpose disclosed to you at that time.

From Other Sources

We may receive personal information from other sources with your consent or if the law requires or permits us to do so (e.g., to meet our anti-money laundering compliance or other legal and regulatory obligations).

In order to ensure the accuracy of the contact information that you provide us, such as your name, email address and phone number, we may retain the services of a service provider to verify and, if necessary, update, complete or otherwise supplement your contact information by providing us with such additional information. This helps us protect you against error and fraud, and to manage our business operations by ensuring that we can reach you in case of an issue in connection with our programs, products or services, or as otherwise permitted by applicable law, as described below in the “How Do We Use Personal Information” section.

From Technologies Used At Our Locations

We may collect personal information through various types of technologies used across our locations including your image. These can include our point-of-sale systems, video surveillance or other similar types of technologies (including, for example, anonymous video analytics, which allows us to track the number of individuals in our stores and consider certain demographic information about our customer base on an anonymous basis).

Through Our Websites and Mobile Applications

We may collect certain types of information electronically when you interact with our websites, email, mobile applications, social media accounts, online advertising, or through the use of our or a third party’s technologies, which include cookies, web beacons, single pixel gifs and other technologies such as data management platforms. This information helps us understand what actions you take on our websites and mobile applications and allows our website and mobile applications to work correctly.

We may combine this information with other information collected in-store or online such as your online and in-store transaction history, and aggregate demographic information, such as the predominant age groups and the average size of households in your area, which can help us gain insights about your interests and preferences. We do this to support our customer understanding using website and mobile analytics and to provide you with more tailored advertising and marketing communications. This includes serving interest-based advertising to you, subject to your right to withdraw consent.

The technologies we use include:

Cookies, which are small text files that are saved on your computer when you visit a website so that information can be saved between visits, such as your login credentials or language preferences. For example, cookies allow you to log in quickly when you visit our sites.
Web beacons, and single pixel gifs, which are small image files that have information about you, such as your IP address, that can be downloaded when you visit a website or open an email. This allows us to understand your online behavior, monitor our email delivery, and provide you with interest-based advertising. These tools also allow our third-party tracking tools to gather information, such as your IP address, and provide this back to us in an anonymized, aggregate form (i.e. in a manner that prevents us from identifying with you personally). Aggregate information refers to personal information compiled and expressed in a summary form where no personal identifiers are included.
Data clean rooms, which are secure environments where de-identified personal information from one or more sources can be processed in accordance with defined rules and restrictions for analytics, measurement, data transformation or other purposes in a privacy-compliant manner.
Other technologies, such as data management platforms, ad-buying platforms, ad servers, reporting tools and analytics engines, which pull usage data from multiple sources and help manage and collect this data to be used for personalization, interest-based advertising, customizing content and other methods to gain insight into our customers’ needs and preferences.

We may use Google Analytics, a web analysis service of Google Inc. ("Google"). Google Analytics uses cookies to analyze your use of our websites, to create reports about visitor activities for us and to provide further services associated with the use of websites and the Internet. Although this information is collected through your Google ad settings, it is not provided to us in a personally identifiable format.

You may delete or disable certain of these technologies at any time via your browser. However, if you do so, you may not be able to use some of the features on our websites or mobile applications. To learn more about the privacy choices available to you, please visit How Do I Change My Privacy Choices?

3.0 How do we use personal information?

We use your personal information to provide you with our programs, products, and services, to manage our business operations, to communicate offers and information we think might interest you, to enhance your customer experience with us, and as permitted or required by law.

More details

We use your personal information for the following purposes:

A. Providing programs, products and services

We use your personal information in order to provide you with our programs, products and services, which include:

Providing you with a quote for a program, product or service.
Determining your eligibility for a program, product or service.
Validating the contact information that you provide us, such as your name, email address and phone number, through service providers to be able to communicate with you about programs, products or services.
Processing your applications.
Creating, administering, and maintaining your accounts (such as for loyalty or warranty programs).
Processing your transactions and returns, online or in store.
Fulfilling your product and service requests, inquiries, and purchases.
Providing tailored programs, products, services or advertisements that may relate to Loblaw entities of which you frequent or shop, our service providers or third parties.
Providing you with healthcare services

B. Managing our businesses

We use your personal information for many business reasons, which include:

Deploying and managing our information technology applications and systems, including managing our websites.
Managing and facilitating the use of our websites and mobile applications, which may include using cookies and other similar technology.
Enabling your participation in contests, promotions, surveys, chats, seminars or workshops.
Maintaining the health, safety and security of the public and our customers, employees and property (e.g., through video surveillance and other monitoring technologies).
Protecting parties from errors and fraud.
Verifying the accuracy of the contact information that you provide us with, such as your name, email address and phone number, through service providers and, if necessary, updating, completing or otherwise supplementing your contact information accordingly.
Monitoring and investigating incidents and managing claims.
Maintaining our programs, products and services, including our loyalty programs.
Meeting our legal and regulatory obligations.

C. Communicating with you

We use your personal information to communicate with you in a variety of ways:

Providing you with information and updates about our programs, products, services, promotions, contests, and events.
Responding to your inquiries.
Informing you of public health concerns, where we believe exposure may have affected one of our premises, in accordance with public health laws.
Taking or verifying instructions from you.
If we have your consent, informing you in a variety of ways (e.g., email, telephone, SMS, direct mail) about programs, products, services, special offers, promotions, contests, or events that may be of interest to you.
Delivering interest-based advertisements relating to our products and services or third party products and services that may be of interest to you.
With your consent, providing you with offers or services based on the approximate location provided by your mobile device (also called “location-based advertising”).

If you no longer wish to receive commercial electronic messages, please let us know by following the unsubscribed directions provided in every electronic commercial message. For more information see How Do I Change My Privacy Choices?

D. Conducting market research

We may use your personal information in order to conduct market research by tracking and analyzing current or previously collected information to improve or to develop new products, services, programs, promotions, contests or events, and to better understand our customer base. When doing so, we generally will use your information in an aggregated format or with direct personal identifiers removed.

The information we use for market research may include:

Purchase history (e.g. the number and amount of transactions by type, location/store of purchase, product code information, brand, quantity purchased, date, time, payment method used, promotional offers used in connection with the transaction, etc.);
Website or mobile application activities (e.g. offers viewed, opt-out preferences, email bounce backs, click-throughs, content on social media, and IP addresses).
Account activity, balances and payment history.
Use of mobile devices interacting with our websites or mobile applications (e.g. use of features, and duration, frequency, type and location of calls and text messages); and
The methods used to apply for or to access or use our programs, products, services, promotions, contests or events.

E. Conducting data analytics

We may use your personal information in order to conduct data analytics or research for business purposes. Wherever possible, we use aggregated, anonymized or de-identified information and minimize the risk of re-identification. For more information see ‘How we protect personal information’.

Types of analytics and research we may perform include:

Managing and developing our business and operations (e.g., analyzing and improving our store operations in order to control costs);
Improving our programs, products, and services (e.g. improving our websites and mobile applications);
Understanding customer needs and preferences and customizing how we tailor and market products and services to our customers based on their interests; and
Measuring the effectiveness of our marketing.

For example:

We may use your personal information such as purchase behavior, along with postal code information and aggregate demographic information, such as the average size of households in your area, to tailor promotional offers you may receive based on your needs and preferences.

F. Automated decision-making

We may use various technologies to help us provide you with our programs, products, and services, to manage our business operations, to communicate with you and to enhance your customer experience with us. In most cases, these tools assist, but do not replace, human judgment in making a decision.

In some cases, the technology allows us to make fully automated decisions about you.

4.0 How do we share personal information?

We may share your personal information within our group of companies or with our service providers (companies operating on our behalf) and other third parties (companies with which we provide programs, products or services) for the purposes described in this policy and in accordance with applicable law. We do not sell your personal information to any organization or person; the only exception to this would be if we sell or transfer any part of our business.

Additionally, if you use a program, product or service that involves another person, we may share your personal information with that person as necessary and in connection with that program, product, or service. The information shared with or available to these other persons will be identified at the time of application or registration for that program, product, or service.

Categories of third parties and service providers with whom we may share personal information include:

Recruitment firms
Insurance, financial services and human resource consulting
Insurance administrative service providers
Investment service providers
External legal counsel
Software service providers
Hosting service providers
Data storage service providers
Government entities
Financial reporting service providers
Payroll service providers
Academic and research institutions
Loyalty and Media partners

More details

We will not share your personal information outside of our group of companies, except as indicated below.

A. Service providers

In the course of providing our programs, products, services, promotions, contests, and events we may share personal information with our service providers. These service providers help us operate our business, technology systems and applications, internal procedures, infrastructure, advertising, marketing, risk mitigation, and loyalty and analytics capabilities as well as assist us with meeting our legal and regulatory obligations. They provide services to us such as data hosting, contest administration, email deployment, call centre, marketing, fraud mitigation, sales and processing or analysis of personal information. We require these service providers to limit their access to and/or use of personal information to what is required to provide their services and to comply with our privacy requirements.

For example:

Personal information collected from contest participants may be shared with our contest administrator to contact selected participants.

B. Third parties

In the course of providing certain of our programs, products and services, we may do so through arrangements with third parties. As a result, your personal information may be collected, used and shared by us and the applicable third party. These third parties may have their own privacy policies and terms and conditions, which will govern their use of your personal information. You will be informed upon signing up for the relevant program, product or service of the third party arrangement so that you can review the relevant privacy policies that apply.

C. Sale or transfer of business or other transaction

We may decide to sell or transfer all or part of our business to a related company or to a third party, to merge with another entity, to insure or securitize our assets, or to engage in another form of corporate or financing transaction (including the proceedings of insolvency or bankruptcy), corporate reorganization, share sale, or other change in corporate control. If your personal information is required in connection with any such transactions, we will comply with the legal requirements for the disclosure of personal information.

D. Other permitted reasons

Canadian law permits or requires the use, sharing, or disclosure of personal information without consent in specific circumstances. These circumstances include situations where use, sharing, or disclosure is necessary to protect our group of companies, our employees, our customers, or others (e.g., when investigating and preventing suspected or actual illegal activities, including fraud, or to assist government and law enforcement agencies). If this happens, we will not share more personal information than is reasonably required to fulfill that particular purpose.

E. With your consent

Other than the purposes listed above, we may, with your implied or express consent, share or disclose your personal information outside of our group of companies, in accordance with applicable law.

5.0 How do we manage consent?

By subscribing to our programs, products and services and/or submitting information to us in connection with using our programs, products and services, you are providing your consent to the collection, use and disclosure of personal information as set out in this policy. In some cases, your consent may be “implied” i.e. your permission is assumed based on your action or inaction at the point of collection, use or sharing of your personal information.

More details

We will obtain consent when we want to use personal information for a new purpose or for a purpose other than those stated at the time of collection in this policy or in the terms and conditions of a specific program, product, service, contest, promotion or event you signed up for, participated in or purchased.

Your consent can be withdrawn at any time, except in limited circumstances, including where withdrawal of consent is restricted by legal or regulatory requirements or as a result of your contractual obligations with us. For information on how to manage your privacy preferences, please see How Do I Change My Privacy Choices?

For example:

To obtain credit products, you are required to provide consent on your application to the ongoing collection, use and sharing of your personal information to allow us to obtain and to update credit reports and other credit history information about you from time to time with credit bureau agencies and other entities that support the credit reporting system. Your consent for these purposes cannot be withdrawn during the time you have credit with us and for a reasonable period afterwards.

If you choose not to provide us with certain personal information or if you withdraw your consent, where such withdrawal is available, we may not be able to offer you the programs, products, services, contests, promotions, events or information that you requested or that could be offered to you.

6.0 How do I change my privacy choices?

We want you to clearly understand your choices and make informed decisions about your privacy options. There are several options available for you to manage your privacy preferences, including, for example: managing your preferences within your account(s), contacting us directly, changing your browser settings on your device, and/or, where available, using third party unsubscribe functionality.

More details

A. Within your account(s)

If you have an account with, you can update your preferences where customer preference options are available through the relevant program, product or service.

B. When you register or by contacting us directly

You may opt-in to:

Receiving email or SMS marketing communications at the time that you register for our programs, products, or services, enter our contests or promotions or any time thereafter through your online account(s).

You may opt-out of:

Receiving email or SMS marketing communications from the sender, by clicking “unsubscribe” within any marketing email you receive, texting “STOP” within any SMS marketing you receive, or through your online account (if you have created one);
Receiving surveys by following the unsubscribe instructions provided in the email; and
Receiving interest-based advertisements from us and our client advertisers. Please note the following regarding withdrawal of consent or changes in your privacy preferences:

Even if you have opted out of receiving marketing communications from us, we may still contact you for transactional purposes, in compliance with applicable laws (e.g., for customer service, product information, service or reminder notices, or recalls). We may also need to contact you with questions or information regarding your order, such as order status, shipment, or refunds; and
It may take some time for all of our records to reflect changes in your preferences (e.g., if you request that you not receive personalized marketing communications from Wellwise, your preference may not be captured for a promotion already in progress).

C. Changing your browser settings on your device

We use technologies to enhance your customer experience and present offers to you, including interest-based advertisements For example, technologies such as cookies allow us to recognize when you use or return to our websites, providing you with a more seamless experience. You may delete or disable certain of these technologies at any time via your browser. However, if you do so, you may not be able to use some of the features of our websites.

Please refer to your browser instructions or help screen to learn more about how to block, delete and manage cookies on your computer or mobile device. You can also use the quick links below, based on the browser type that you are using: Internet Explorer(Open in a new tab), Google Chrome(Open in a new tab), Firefox(Open in a new tab) and Safari(Open in a new tab).

D. Using third party unsubscribe functionality

We may use third parties (e.g., web companies or social media platforms) that use certain technologies to analyze your browsing behavior as you visit our website(s). You can manage your privacy preferences with respect to certain third parties, such as Google, by using the unsubscribe functionality within their platforms. Please note that disabling, blocking or deleting some of these technologies, such as cookies, may cause you to lose the functionality of certain features on our websites and mobile applications.

For example, Google Analytics uses cookies to analyze your browsing behaviour on our website(s). This information is not provided to us in a personally identifiable format and is collected through your ad settings on your device or browser. If you would like to opt out of Google’s ad settings, please go to https://www.google.com/settings/ads or use the Google opt out browser add-on located at https://tools.google.com/dlpage/gaoptout(Open in a new tab).

We also may embed links to other websites, including social media websites, on our websites. For more information about social media plug-in protocols, such as “Like” buttons on Twitter, Facebook or Instagram and their impact on your privacy rights, please visit the appropriate social media help centre (e.g., Facebook’s Help Center at https://www.facebook.com/help/(Open in a new tab)).

7.0 How do we protect and store personal information?

We take the security of your personal information very seriously and are committed to protecting your privacy by using a combination of administrative, physical, and technical safeguards. These measures include multi-factor authentication, masking, encryption, logging and monitoring, described below. We store your personal information for as long as it is necessary to provide you with our programs, products, and services and for a reasonable time thereafter, or as permitted or required by law.

More details

A. How we protect personal information

To protect your personal information, we maintain administrative, technical, and physical safeguards in our stores, pavilions, kiosks, offices, digital properties, and information storage facilities. By having these safeguards, we aim to avoid the loss, misuse, unauthorized access, disclosure, or modification of your personal information that we hold. These safeguards also apply when we dispose of or destroy your personal information.

Examples of safeguards we may use, where appropriate, include but are not limited to:

Multi-Factor Authentication, which is a method of confirming your identity by using more than one way to authenticate you, such as asking for your password and a code that is sent to your email address or phone number.
Masking, which is the process of obscuring your information so that the structure remains the same, but the content is no longer identifiable.
De-identification, including pseudonymization techniques that replace, remove or transform your information with a pseudonym (e.g., replacing identifiers with codes) to preserve its informational value.
Anonymization, which is the process of altering your data so that it can no longer be used to identify you personally.
Encryption, which is the process of obscuring your information in order to make it unreadable without the use of a code or a key; and
Logging and monitoring, which is the process of tracking, recording, and monitoring activity related to the access and/or use of your accounts or personal information.

B. Data governance

We maintain policies and practices which ensure the protection of your personal information. Depending on the volume and sensitivity of the information, the purposes for which it is used and the format in which it is stored, we implement a combination of measures to protect your personal information, including:

Internal policies and procedures that govern our privacy and personal information handling practices, including responding to privacy complaints or inquiries, investigating potential incidents and records management;
Designated Privacy Officers to monitor our companies’ compliance with applicable laws;
Regular employee privacy and security training;
Contractual protections and other measures to ensure that service providers with whom we share personal information maintain adequate privacy protections and standards, as described above and in How do we share personal information?

C. Where we keep personal information

We use all reasonable safeguards, including contractual requirements with our service providers, to protect your personal information wherever it is used or stored. In general, we store, access, and use personal information in Canada. Some of our service providers may access, process, or store your personal information outside of your province, territory, or Canada in the course of providing their services to us. When we engage a service provider that operates outside of your province, territory or Canada, personal information may be stored, processed, accessed, or used in a foreign jurisdiction. In that case, the personal information is subject to the law of the jurisdiction in which it is used or stored, including any law permitting or requiring disclosure of the information to the government, government agencies, courts, and law enforcement in that jurisdiction. The jurisdictions where our service providers are currently located include the United States, the European Union, United Kingdom, India, and the Philippines.

D. How long we keep personal information

We will store your personal information for as long as necessary to fulfill the purposes for which it was collected, except where otherwise required or permitted by law (e.g., healthcare providers must retain patient records in accordance with their statutory retention obligations). Once no longer required, your personal information will be securely destroyed or anonymized (so the information no longer identifies you).

Please note that if your personal information is collected by a third party, it will be retained in accordance with the privacy policies and records retention requirements of that third party.

8.0 What are your rights in relation to your personal information?

Under Canadian privacy law, you have the right to request access to, and correction, and deletion of the personal information we hold about you, or make a complaint, subject to any legal restrictions. Upon request, we will respond to your request within a reasonable timeframe, in compliance with applicable laws.

It is your responsibility to provide accurate, correct, and complete information. If you notice any errors in your personal information or need to update it, please let us know through the steps outlined below.

More details

Some of the personal information we hold about you is accessible to you through your online account(s). You can access and update or correct your personal information by logging into your account(s) and making updates to your profile information and your preferences.

For personal information that is not available through your online account(s), you can request access or correction, request a review of certain automated decisions, or make a privacy complaint by contacting our Privacy Office, through email or postal address (for contact information, see Who Do I Contact with Privacy Questions?).

To access your personal health information, please contact your healthcare provider directly. Similarly, to access your personal information collected by a third party, please contact that third party directly.

If you are unsatisfied with our response to your access and/or correction request, or how we handle your personal information, please contact our Privacy Office. For contact information, see Who Do I Contact with Privacy Questions?. If the Privacy Office is unable to address your concern to your satisfaction, you may bring the matter to the attention of the appropriate Privacy Commissioner. Some of our activities are subject to the jurisdiction of the Office of the Privacy Commissioner of Canada(Open in a new tab); other activities are subject to the jurisdiction of the Privacy Commissioner of your province or territory of residence.

9.0 How do I know if there are changes to the privacy policy?

10.0 Who do I contact with privacy questions?

We have appointed a dedicated Privacy Officer for Wellwise who is responsible for overseeing our privacy program and ensuring compliance with applicable privacy laws and regulations. If you have any questions about how we handle your personal information, please contact the Privacy Office noted below. If you have a program, product, service, or are participating in a promotion, contest or event that is offered by us with a third party, the third party may hold your personal information. If you have any questions or concerns, we will direct you to the appropriate party so that you may make enquiries as to that party’s privacy policies and practices. For all privacy related questions:

Wellwise Corporate Office - Privacy Office:

Attention: Chief Privacy Officer, Wellwise Email: privacy@wellwise.ca Phone: 800 370 0366 Address: 5621 Finch Ave East, Unit 1, Scarborough ON M1B 2T9

Health and Wellness Privacy Notice

Effective date: March 23, 2025

1.0 General information about this notice

This notice describes how the personal health information of our customers (“you”) is collected, used, and disclosed in the context of health and wellness services offered:

by healthcare providers when you receive healthcare services at our locations or through our health and wellness programs; and
by us when we provide health and wellness services on behalf of third parties.

This notice should be read together with any other privacy statements or notices available at our locations where healthcare services are provided, websites or mobile applications, which may have additional information relevant to your experience.
This notice is governed by the Wellwise. If there is any inconsistency between this notice and the Wellwise Privacy Policy, the Wellwise Privacy Policy will prevail. We and the healthcare providers who provide health and wellness services to you understand the responsibility that comes with collecting, using, and sharing your sensitive personal information, including personal health information, and are committed to protecting your privacy. “Personal health information”, as used in this notice and the Wellwise Privacy Policy, is information about you that is gathered through the use of any of the healthcare services provided by regulated health professionals, including physicians, dietitians, nurses, nurse practitioners, physiotherapists, respiratory therapists and other healthcare providers and includes any information that identifies or can identify you and relates to the state of your health or the treatment you are receiving. More specifically, personal health information includes diagnostic, treatment and care information, and registration information.

2.0 Healthcare services

A. What information do we collect?

Depending on the healthcare service provided, personal health information collected may include your name, date of birth, home address, phone number, height, weight, health conditions, prescription and medical history, the type of healthcare service received, name and contact information of prescribing or referring healthcare provider and name and contact information of any authorized agent acting on your behalf, for example, a caregiver. In general, your personal health information is collected directly from you or your authorized representative, or your healthcare provider. When necessary, our healthcare providers may need to speak to your physician and other healthcare providers within your circle of care in order to obtain the information they need. For more information on how your personal health information is collected, please visit the Wellwise Privacy Policy and review the section “How Do We Collect Personal Information?” or refer to any of the privacy statements or notices that are made available to you at the time of receiving a healthcare service.

B. How do we use this information?

Your personal health information collected is used in connection with providing healthcare services to you, which may include:

Recommending programs, products, services, or events to manage your healthcare needs.
Providing health-related capabilities online or through mobile applications;
Delivering other professional services and treatments.
Assisting healthcare professionals as needed.
Responding to requests made by, or on behalf of, your insurance provider to review your insurance claim(s).
Managing your patient record, including services or treatments provided.
Obtaining and processing payments for healthcare services.
Monitoring and investigating incidents and managing claims.
If requested, referring you to other healthcare providers, such as our in-store dietitians, respiratory therapists, or other health professionals; and
Performing our obligations in accordance with, or complying with, applicable healthcare-related professional, legal, or regulatory requirements.

We may also use and disclose your personal health information for research and analytics purposes, where permitted by applicable laws. We will only share identifiable information about you with third parties for these purposes if we have your consent or were permitted by law; otherwise, this information will be de-identified by removing certain details, so the data will not be linked to you. For example: We may partner with academic institutions such as universities to perform clinical research on trends in the pharmaceutical industry. For more information on how your personal health information is used, please visit the Wellwise Privacy Policy and review the section “How Do We Use Personal Information?” or refer to any of the privacy statements or notices that are made available to you at the time of receiving a healthcare service.

C. How do we share this information?

When you are provided with healthcare services, your personal health information may be shared with your healthcare providers and your authorized representative(s). Your personal health information may also be shared with others but only with your consent, as detailed in the Wellwise Privacy Policy and this Notice, or as otherwise permitted or required by law.

D. Disclosure without consent

Canadian law permits or requires the use or sharing of personal health information without consent in specific circumstances, including situations when necessary to protect healthcare providers, employees, customers, or others.

E. Service providers

In the course of providing our programs, products, and services, your personal health information may be shared with service providers. These service providers help us operate our business, technology systems and applications, internal procedures, infrastructure, and advertising and marketing. Our service providers are required to limit their access to and/or use of personal health information that is necessary to provide their services, and to otherwise comply with our privacy requirements. For more information on how your personal health information is shared, please visit the Wellwise Privacy Policy and review the section “How We Do Share Personal Information?”.

5.0 What are your privacy choices?

The personal health information that your healthcare providers collect is information that they need in order to provide healthcare services to you. If you choose not to provide your healthcare provider with certain personal health information or if you withdraw your consent, where such withdrawal is available, you may not be able to receive certain healthcare services. For more information on what privacy choices are available to you, please discuss this directly with your healthcare provider. Information on how to manage your privacy choices (relating to non-healthcare services) is available in the section “How Do I Change My Privacy Choices?” of the Wellwise Privacy Policy.

6.0 Who can you contact with questions about this notice?

Wellwise Corporate Office - Privacy Office:

Attention: Chief Privacy Officer, Wellwise Email: privacy@wellwise.ca Phone: 800 370 0366 Address: 5621 Finch Ave East, Unit 1, Scarborough ON M1B 2T9

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