Website Privacy Policy

This Website Privacy Policy is intended to be read in connection with the Privacy Notice. It describes how we handle personal information collected through our website at https://www.thestoryisntover.ca/ (the “Website”). For information about how we process personal information in the context of our therapy services, please see our Privacy Notice.

By visiting our Website or submitting information to us through the Website, you consent to have your information processed as described in this Privacy Policy.

We collect various types of information through our Website, depending on how you interact with us. This information includes:

• Browser and Device Information. Our Website automatically collects browser and device information from Website visitors. This information includes IP address, browser type and version, operating system, device type, language, screen resolution, and time zone. We and our third-party website provider use this information to provide the Website to you in a readable, user-friendly format, as well as for security and troubleshooting purposes.

• Our Chatbot and Contact Us Form. When you interact with our chatbot or the “contact us” page on our Website, you may provide personal information to us. We process this information to answer your questions, troubleshoot, and otherwise provide you with the service you request. Our third-party website provider may also process and store this information in the course of providing and maintaining our Website. Similarly, our third party chatbot provider may process and store chatbot logs in the course of providing and maintaining the Website chatbot.

• Email List Sign-Up.  If you subscribe to our email newsletters and updates, we will collect your email address in order to send you promotional emails (e.g., newsletters, surveys, deals, etc.). Your email and communication preferences may also be processed and stored by our third-party email platform providers who may send promotional emails on our behalf. You may unsubscribe from these messages at any time.

• Information Collected Automatically. The Website is also equipped to automatically collect information through cookies and other tracking technologies (e.g., web beacons), deployed by us or our website and analytics partners. This information includes browser and device information described above, as well as information about your interactions with the Website, such as pages visited, links clicked, referral source, time stamps, etc. This information is collected by Google Analytics. Google Analytics sends us Website visitor statistics in aggregated form. We use this information to troubleshoot, improve and enhance our Website. For more information about cookies, visit: https://allaboutcookies.org/. You may opt-out of Google Analytics tracking by installing the Google Analytics Opt-out Browser Add-on here: https://tools.google.com/dlpage/gaoptout.  

We may also use and disclose the information collected through our Website: (i) to comply with laws; (ii) to maintain cybersecurity; (iii) to investigate fraud or incidents; (iv) to defend our legal rights; and (v) for other purposes where you have provided your express, informed consent.  

Some of our service providers may store information outside of Canada (including in the US). Accordingly, your personal information may be accessible to lawful orders from foreign courts, law enforcement and national security entities in such foreign jurisdictions. Similarly, if you reside in Quebec, your personal information may be communicated outside of Quebec.

We protect the information collected through the Website with appropriate physical, administrative and technical security measures. However, perfect security does not exist when it comes to data that is collected and processed online. Therefore, we cannot 100% guarantee the security of your personal information collected through the Website.

For more information about your data rights, including your rights to access, correct, or withdraw consent to the continued collection, use or disclosure of your personal information, please consult our Privacy Notice.

Privacy Notice

Confidentiality is vital for effective therapy, helping you feel safe to explore your thoughts and emotions. While there are limits in certain legal or safety situations, therapists prioritize keeping your information private and secure. If you ever have questions or concerns about confidentiality, your therapist will be happy to discuss them to ensure you feel informed and comfortable.

This notice is intended to provide you with more information about how your personal information will be handled at The Story Isn’t Over.  

1. We Only Collect and Use the Personal Information We Need.

We will generally only collect the personal information that you communicate with us verbally or in writing. We collect the following types of personal information:  

• Personal contact information (e.g., email address, phone number, mailing address);

• Financial information, such as information about your health care benefits and payment card details;

• Medical information, including session notes and recordings (if applicable);

• Family member information; and

• Other information collected with your prior consent.

Your personal information will be accessible only to personnel with a need to know the information in order to perform their duties, as well as additional personnel with your consent (such as if you wish to expand your circle of care to include other therapists). These personnel may include care providers, supervisors and administrative staff, as applicable.

Your personal information may be used internally for the following purposes: (i) to manage and deliver your care and treatment; (ii) to schedule appointments and communicate relevant information to you; (iii) to process payments; (iv) for quality improvement and training; (v) to comply with laws; (vi) to maintain cybersecurity, investigate fraud or incidents, and defend our legal rights; (vii) for marketing and outreach purposes (with appropriate consent where required); and (viii) to respond to emergencies.

2. Your Personal Information is Kept Confidential.

We understand how important it is for you to know that your personal information secure. As an organization, we are committed to protecting your information using advanced security measures, strict policies, and best practices.  

We use the Jane app to store all personal information collected in the context of psychotherapy services. Your data is held on Jane’s secured SOC2, Type2-certified data center. For a list of Jane security features, please visit: jane.app/guide/list-of-security-features. Nonetheless, you should know that no method of electronic storage is perfect, and we cannot 100% guarantee the security of your personal information.

We do not and will not sell your personal identity information to third parties. This includes but is not limited to your name, contact information, identification numbers, demographic data, and any other information that could be used to identify you personally.

3. We May Share Your Personal Information Under Certain Circumstances.

Information shared during therapy remains private unless you provide written, informed consent for its disclosure. However, there are specific legal and ethical situations where confidentiality must be broken to ensure safety and comply with the law.

1. Risk of Serious Harm

• Harming Others: If you express intentions to harm another person, we are legally obligated to notify the potential victim and/or contact the appropriate authorities to prevent harm.

• Harming Yourself: If you express intentions to end your life, we may need to involve healthcare professionals or legal authorities to ensure your safety.

2. Mandatory Reporting of Abuse

• Children at Risk: We must inform the Children’s Aid Society or legal authorities if there is evidence of abuse or neglect involving a child, if a child is at risk of harm.

• Domestic Violence: We must inform the Children’s Aid Society or legal authorities if there is physical domestic violence in the home given the risk of harm to the children in the home.

• Vulnerable Populations: Reporting is also required if abuse or neglect involves seniors or individuals with disabilities.

• Professional Abuse: A therapist must report any abuse by another professional, such as a teacher, doctor or massage therapist. They must report to the professional's regulatory body which will ensure that this does not reoccur.

• Past Abuse: If an adult discloses that he or she was abused as a child, the psychotherapist isn't required to report that abuse unless there are other children who are currently at risk of being abused.

3. Legal Requirements

• Court Orders: If a court mandates the release of your records, we are obligated to comply. However, we will consult legal advisors to protect your privacy and limit the scope of disclosure as much as possible.

• Requests from Lawyers: We are not obligated to release any documentation if a lawyer requests the information. We will discuss these requests with you whenever possible to ensure that your privacy is respected.

4. Professional Oversight

• Regulatory Requirements: Confidentiality may be breached during investigations by regulatory bodies or quality assurance programs. These instances are tightly regulated to maintain ethical standards and prioritize client safety.

5. Insurance Companies and Employers

• Your insurance provider and your employer do not have access to your personal health information, and your therapist will not provide them with your personal health information.

• If you are on medical leave, then your disability manager may ask you for a letter or report from your therapist. In these situations, your therapist will always discuss this with you and will work with you to decide what is clinically appropriate to disclose to your disability team.

At every step, we are committed to informing you whenever possible about any situation where confidentiality might be breached. If you have any concerns or questions about these exceptions, feel free to discuss them with your therapist at any time. Your understanding and trust are essential to the therapeutic process.

4. We Use Service Providers to Operate Efficiently.

To provide high-quality care and operate efficiently, our clinic may engage third-party service providers who assist with various administrative, technical, and professional functions. These providers are contractually obligated to protect your privacy.

In addition to our IT security providers, the following third-party service providers may have access to your personal information:

• Appointment Scheduling & Communication Platforms (e.g., Jane). In addition to storing Electronic Health Records on Jane, we may share personal contact information with Jane to book appointments, send reminders, and facilitate client communication. Please see https://jane.app/legal/privacy-notice for more information.

• Payment Processors. If you pay by credit card or debit, your payment card information is provided directly to the payment processor who will use it to facilitate billing, process payments, and manage refunds. We do not control how payment processors handle personal information. Please review their privacy policies or contact them directly for more information.

• Email & Office Software Providers (e.g., Microsoft Office). Your contact information and messages with us may be processed and stored by our email and office software providers.

• Email Marketing & Newsletter Platforms (e.g., Mailchimp). If you subscribe to our mailing list, your contact information is processed by our email marketing provider to send newsletters, promotions, and updates.

• Business Communication Services (e.g., RingCentral). When you contact us via phone or video, your call data, voicemail messages, and text messages may be processed by our communication service provider.

• Security & Surveillance Systems Providers. The buildings in which our clinics are located may have security cameras installed at entrances and exits or in common areas. If you visit our premises, your image or movements may be recorded by the building owner and/or their security providers. We do not control how this information is processed, but we may request security camera footage for security, investigative and emergency response purposes.

• Legal & Compliance Advisors. We may share relevant personal or medical information with legal professionals to respond to legal obligations, subpoenas, or compliance inquiries.

We may also disclose your personal information for additional purposes with your consent, such as with other clinicians and peers, family members, group therapy co-participants, your employer, insurance plan providers or group benefits plan administrators, or workers compensation authorities.

Some of these service providers may store information outside of Canada (including in the US). Accordingly, your personal information may be accessible to lawful orders from foreign courts, law enforcement and national security entities in such foreign jurisdictions. Similarly, if you reside in Quebec, your personal information may be communicated outside of Quebec.

5. Text Messaging (SMS)

If you choose to text START to +1 (416) 616-2207, you consent to receive service-related text messages from The Story Isn't Over. These messages may include:

• Appointment reminders
• Updates related to your inquiries
• Other relevant service-related communications

Opt-In: You will only receive SMS messages if you have texted START to +1 (416) 616-2207.
Opt-Out: You may opt out at any time by replying STOP to any message we send.
Help: For assistance, reply HELP or contact us at (416) 616-2207 or info@thestoryisntover.ca

Message Frequency: Varies based on your engagement with our services.
Charges: Standard message and data rates may apply based on your carrier or mobile plan.
Data Use: Your mobile number will only be used for the purposes described above and will not be shared with third parties, except as required by law.

6. You Are in Control of Your Personal Information and Privacy.

You may contact us to access, correct or update your personal information. You may also make changes to your personal information through the Jane App on the My Account page. You may also authorize other people to examine or receive a copy of your information under certain circumstances.

Please note that in shared therapy, confidentiality becomes more complex. Therapists cannot provide you with client files that document group, family or couples’ therapy sessions unless everyone involved gives their consent. Similarly, therapists cannot release any of this information to a third party, unless everyone involved gives their consent. Therapists can still provide you with records about you that can reasonably be separated from the group files, however.

You may also withdraw consent to the continued collection, use or disclosure of your personal information, subject to certain limitations. For example, if you have subscribed to our mailing lists for promotional emails (e.g., newsletters, updates, etc.) you may unsubscribe at any time. We will inform you of any risks of withdrawing consent when you ask us.  

7. We Respect Children’s Privacy.

In general, clients of any age are considered capable of refusing or providing consent as long as they possess the maturity to reasonably understand the information provided and can appreciate the consequences of their decisions.  

Parents are often involved in the care of minors, but therapists strive to balance this involvement with respecting the child’s privacy. Generally, as children grow older, therapists give more weight to the child’s wishes when deciding what to share with parents. We encourage you to talk openly with your therapist about how this balance is managed during your sessions.

8. Questions and Concerns

If you believe that your personal information has been collected, used, or shared improperly, please reach out to our Privacy Officer, Trish McLean at Trish@TheStoryIsntOver.ca.

If you have any concerns with our privacy practices, you also have a right to file a complaint to your health privacy authorities, such as the Information and Privacy Commissioner of Ontario:

Online: www.ipc.on.ca/en/privacy-individuals/filing-a-privacy-complaint

By Mail: Information and Privacy Commissioner of Ontario

2 Bloor Street East, Suite 1400

Toronto, ON M4W 1A8

Our therapists are registered under the College of Registered Psychotherapists of Ontario. You can also submit a complaint to the college here: https://crpo.ca/complaints-reports/.