Privacy Policy

Last Revised: October 15, 2024

Related: Frida Terms of Use

This Privacy Policy governs how PurposeMed Inc. (“Frida,” “us,” “we, “or “our”) collects, uses, discloses and protects the personal information of our customers and website users (“you”). 

This Privacy Policy applies to our privacy practices on (1) the Frida website located at https://www.talkwithfrida.com/ (the “Website”); (2) the Frida online platform, and (3) all other services provided by Frida, as described on the Website (collectively, the “Frida Platform”).

The Frida Platform may contain links to third-party websites, services, or platforms that Frida does not own or operate. We provide links to third party websites or platforms as a convenience to our users. These links are not intended as an endorsement of, or referral to, the linked websites or platforms. When you click on a link to an external site, you will be subject to the privacy policies and terms of use of that site. We do not have any control over such websites or platforms, and therefore, we have no responsibility or liability for the manner in which the organizations that operate such linked websites or platforms may collect, use or disclose, secure and otherwise treat personal information.

CHANGES TO POLICY

It is our policy to post any changes we make to our Privacy Policy on this page. If we make material changes to how we treat our users’ Information, we will notify you through a notice on our homepage.

We include the date the Privacy Policy was last revised at the bottom of the page. You are responsible for ensuring we have an up-to-date, active, and deliverable email address for you, and for periodically visiting our Website and this Privacy Policy to check for any changes.

INFORMATION WE COLLECT

We collect and use several types of information from and about you, including:

Personal Information: which includes any information which we can reasonably use to directly or indirectly identify you, including, your name, phone number, email address, gender, birth date, and internet protocol (IP) address used to connect your computer to the internet, user name, account information, billing information, and any other information we may use to contact you. Personal Information includes Technical Information and Platform Interaction Information, but excludes Personal Health Information.

Personal Health Information: which means information that is collected or created by our healthcare team in the course of providing healthcare services to you, including information concerning your physical or mental health history, health status, symptoms, diagnosis, laboratory testing results and diagnostic images, information concerning any healthcare service and advice provided to you by us, including referrals, recommended follow up or next steps, and other health-related information. 

Technical Information: which includes your login information, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform, information about your internet connection, the equipment you use to access our Website, and usage details.

Platform Interaction Information: which includes Uniform Resource Locators (URLs), clickstream to, through and from our Website (including date and time), page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), methods used to browse away from the page, or any phone number used to call our customer service number.

COLLECTION OF INFORMATION

We use different methods to collect your information, which may include (i) information you directly provide to us, such as Personal Information and Personal Health Information, and automated information collected as you use the Frida Platform, including Technical Information and Platform Interaction Information.

HOW WE USE YOUR INFORMATION

We use the information that you provide to us, or that we collect about you for the purposes outlined under this section.

Health Services & Support Services: Frida provides users with access to authorized health care providers and their delegates (“Health Care Practitioners”) by secure text, video and audio chat for virtual care consultations (“Health Services”), and related healthcare and administrative support services for the provision of healthcare (“Support Services”) through the Frida Platform (together referred to as “Services”). If you receive Services, Health Care Practitioners shall collect Personal Information and Personal Health Information about you through the Frida Platform. This information is used to provide you with the Services, and evaluate and/or improve the quality of Services, including responding to your inquiries. 

Use of the Frida Platform: You do not have to register to browse our Website. However, to receive Services through the Frida Platform, you must agree to the Terms of Use and provide your name and email address. We use your Personal Information to identify who you are, communicate with you, and otherwise administer your use of the Frida Platform to receive Services. 

Additionally, we may use your Personal Information to verify your account information in the context of providing you with technical support. When you speak to our technical support staff, all conversations, whether audio or text-based will be recorded to ensure quality of service to you and for training purposes. For clarity, “technical support staff” does not include our Health Care Practitioners. Your video and audio conversations with Health Care Practitioners are never recorded.

Other Collections & Uses of Information: We may use your Personal Information to help us improve the Frida Platform and to deliver a better and more personalized service to you.

Contact Us: When you contact us with a comment, question or complaint, you may be asked for Personal Information that identifies you (such as your name, address and a telephone number) along with additional information we need to help us promptly answer your question or respond to your comment. We may retain this information to assist you in the future and to improve our customer service, service offerings, and the Frida Platform.

DISCLOSURE OF YOUR INFORMATION

We will not rent, exchange or sell your Personal Information or your Personal Health Information.

We may transfer or disclose Information as follows:

Circle of Care: If you receive Services through the Frida Platform, we may disclose your Information to and among Health Care Practitioners for the purpose of providing or assisting in the provision of Services to you. We may disclose your Information to third parties such as other health professionals, specialists, pharmacists, pharmacies and laboratories for the purpose of providing or assisting in the provision of Services to you.

Service Provider Arrangements: In connection with the Frida Platform and/or Services provided by Frida, your Information may transit through third parties who provide services on our behalf. For example, we may use service providers to process payments, host our Website and store information on our behalf. Our service providers are given only the Information they need to perform their designated functions. For more information about the way in which our service providers treat personal information, contact us as set out in the “Contact Us” section below.

Sale of Business: Frida may transfer Information as an asset in connection with a proposed or completed merger or sale (including transfers made as part of insolvency or bankruptcy proceeding) involving all or part of Frida or as part of a corporate reorganization or other change in corporate control.

Legal: Frida and our affiliates and service providers may disclose Information to third parties where required or permitted by applicable law (which may include access by courts, law enforcement and national security authorities in Canada).

‍INFORMATION ABOUT OUR PLATFORM

As you use the Frida Platform, certain Personal Information may be passively collected by Cookies, navigational data like Uniform Resource Locators (URLs) and third party tracking services, including:

Access Device and Browser Information: When you access the Frida Platform from a computer or other device, we may collect information from that device, such as your Internet protocol address (IP address), browser type, connection speed and access times (collectively, “Usage Information”). We use Usage Information in order to improve our products and services and to protect your data from unauthorized access.

Cookies: The Frida Platform uses a technology called “cookies”. A cookie is a tiny element of data that the Frida Platform sends to your browser, which may then be stored on your hard drive so that we can recognize your browser when you return. We use cookies to remember your preferences and to authenticate you. You may set your browser to notify you when you receive a cookie or to not accept certain cookies. However, if you decide not to accept cookies from the Frida Platform, you may not be able to take advantage of all of the features of the Frida Platform.

Device and Usage Information: We may also collect device-related information from your mobile device or computer. This information is used to help us authenticate you, deliver content appropriate for your device’s capabilities, and to deliver push notifications to notify you about activity on your account, such as messages from our Health Care Practitioners. Examples of information that may be collected and used include your device’s unique identifier, manufacturer, model, and operating system version. In addition, in the event our application(s) crash(es) on your mobile device we may receive information about your mobile device model software version and device carrier, which allows us to identify and fix bugs and otherwise improve the performance of our application(s).

Real-Time Video and Audio Conversations: You may be required to connect with Health Care Practitioners through a real-time video and audio call to receive certain Health Services such as diagnoses and advice, and to verify your identity. All video and audio calls conducted through the Frida Platform are confidential and end-to-end encrypted and accessible only to you and the Health Care Practitioners responsible for your care. These calls are never recorded or stored and cannot be accessed at a later date.

Text-based Chat: You may also communicate with Health Care Practitioners through asynchronous text-based chats to receive certain Health Services, including diagnoses, advice, and identity verification. All text-based communications conducted through the Frida Platform are confidential, encrypted, and accessible only to you and the Health Care Practitioners responsible for your care. These chats are securely stored for a limited period to facilitate ongoing care and ensure compliance with legal requirements, but they remain private and are only accessible to authorized individuals involved in your treatment.

SECURITY OF INFORMATION

We understand that data security is a critical issue for our clients and we are committed to safeguarding the Information in our custody and under our control.

Frida has implemented a comprehensive information security program that includes written policies and procedures, and security controls. We have implemented reasonable administrative, technical and physical safeguards in an effort to protect against unauthorized access, use, loss, modification and disclosure, of Information in our custody and control.

Frida’s security policies, procedures, and controls are tested and audited by a third party on an ongoing basis, using industry-standard practices.

Our privacy practices are intended to comply with applicable privacy laws, including without limitation, the Alberta Personal Health Information Act (“HIA”), the Act Respecting the Protection of Personal Information in the Private Sector (Québec) (“Québec Privacy Act”), Saskatchewan Health Information Act ("HIPA"), Ontario Personal Health Information Act ("PHIPA") and the Personal Information Protection and Electronic Documents Act (Canada) (“PIPEDA”). We will maintain the privacy and security of your Information as required by applicable privacy laws, including without limitation, HIA, Québec Privacy Act, HIPA, PHIPA and PIPEDA and the regulations under those Acts. We are pleased to advise that all Personal Health Information is stored in Canada. Personal Information (but not Personal Health Information) may be stored outside of Canada.

Unfortunately, the transmission of information via the Internet is not completely secure. Although we do our best to protect your Information, we cannot guarantee the security of your Information transmitted to our Website. Any transmission of Information is at your own risk. We are not responsible for circumvention of any privacy settings or security measures contained on the Website.

ACCESS TO INFORMATION

Frida takes reasonable steps to ensure your Information is accurate, complete, and up to date.  If you become aware that any Information in our possession about you is not correct, you may have this Information rectified. Please contact our customer support. Contact information may be found under the heading “Contact Us”.

You are entitled to a copy of the Information that we have in our possession or under our control; if you would like a copy of such Information, please contact us.  We will take reasonable steps to verify your identity before granting access or making corrections.  In addition, your right to access or to correct your personal information is subject to certain legal restrictions.

‍ANONYMIZED INFORMATION

We may use non-identifiable information created by us from your Information in order to better understand and improve the Frida Platform and our service offerings.

 RETAINING YOUR INFORMATION

We will retain any and all Information that we are required to retain under any applicable laws and regulations for the full duration of time required under those laws and regulations. We may also retain non-identifiable information and continue to use this information in accordance with this Policy.

You may request that we delete the Information that we maintain about you, but please note that we may be required to maintain certain Information in order to meet our legal obligations (in which case we will comply with your deletion request only after we have fulfilled such obligations). When we delete Information, it will be deleted from the active database, but may remain in our archives and we may also retain Usage Information. After we delete Information, we may retain non-identifiable Information and will continue to use non-identifiable Information as permitted under this Privacy Policy.

MARKETING AND ELECTRONIC COMMUNICATIONS

If you have consented, Frida may use your Personal Information to send you electronic communications, such as emails and SMS messages, containing promotional marketing materials about Frida’s products or services, including our newsletter.  You may opt-out of being contacted for these purposes by following the instructions included in the electronic communication. We will endeavor to comply with your request as soon as reasonably practicable.  However, even if you opt-out of receiving such electronic marketing communications, you acknowledge that we reserve the right to send you electronic communications for non-marketing purposes (including to provide and facilitate the provision of the Services to you) where permitted by applicable law.”

‍REPORT VIOLATIONS

You should report any privacy or security violations, including any suspected or actual unauthorized access, use or loss, of Information, to us by sending an email to support@talkwithfrida.com.

 CONTACT US

We welcome your questions, comments, and requests regarding this Privacy Policy and our privacy practices. Please contact us at:

Frida Inc.
c/o Privacy Officer
610, 600 6 Ave SW
Calgary, AB
T2P 0S5

support@talkwithfrida.com

This Privacy Policy was last updated October 15, 2024.