Privacy Policy

This policy applies to four groups of people:

• Visitors to our website
• Dental clinics and their staff who contact us, book a call or become clients
• Patients of our clients whose contact details a clinic gives us for a campaign
• Anyone who replies to a message we send on a clinic's behalf

2.1 From clinics

• Contact details such as name, role, email address, phone number and clinic name
• Details about the clinic, such as number of locations and the software it uses
• Billing details, which are handled by a payment provider. We do not store full card numbers

2.2 Patient lists provided by clinics

To run a campaign, a clinic sends us an export from its practice software. It may include:

• Patient name, phone number and email address
• Date of last visit and similar scheduling details
• Whether the patient has asked not to be contacted

We ask clinics to send only what we need. We do not ask for clinical records, treatment notes, images, insurance details or payment information, and we ask clinics not to include them.

2.3 From campaign conversations

• Replies a patient sends to a text or email, including any preferred days or times
• Opt out requests
• Whether a patient booked, as confirmed by the clinic

2.4 From our website

If analytics is turned on, we may see your approximate location, browser type, pages visited and referring page. We do not use advertising cookies. Our booking page embeds Calendly, which may set its own cookies when you load it. If we add any analytics that need consent, we will ask first.

2.5 From our website chat assistant

Our FAQ page has an assistant that answers questions about Retrevia. When you type a question, the text of your question and recent messages in the same chat are sent to Google's Gemini AI service, which writes the answer. We do not keep a copy of chat messages on our site, but Google may process and keep them under its own terms and privacy policy. If we ever switch to a different AI provider, we will update this policy.

Please do not enter patient names, health information or other personal details in the chat. Answers are generated by AI and can be wrong, so check anything important with us at contact@retrevia.ca.

We use information only to:

• Prepare and clean a clinic's patient list, including removing duplicates and people who should not be contacted
• Send messages that the clinic has approved, in the clinic's name
• Handle replies and pass interested patients to the clinic's front desk
• Produce reports for the clinic
• Reply to enquiries, schedule calls, send invoices and support our clients
• Meet our legal obligations

We do not sell personal information. We do not use patient information for our own marketing or for any purpose other than the clinic's campaign.

For patient information, the clinic decides why and how it is used, and Retrevia acts as a service provider on the clinic's instructions. Each client signs a data agreement with us that sets out these responsibilities.

If you are a patient and want to see, correct or remove your information, the quickest route is the clinic you visit. You can also contact us and we will pass your request to the clinic.

Canada's Anti-Spam Legislation (CASL) controls commercial electronic messages. Clinics are responsible for having a lawful basis to contact their own patients, and we only send messages for patients the clinic confirms it can contact.

Every message we send:

• Clearly says which clinic it comes from
• Includes a simple way to opt out, and replying is enough
• Is limited to a small number of messages per patient, with no more than four

When someone opts out, we stop messaging them straight away and record the request so they are not contacted again by us for that clinic.

We share information only with:

• The clinic that the information belongs to
• Service providers that help us run Retrevia, such as hosting, text and email delivery, scheduling and payment tools. They may use information only to provide their service to us
• Google, which provides the AI service behind our website chat assistant, for the questions you type into it
• Authorities, when the law requires it
• A buyer, if Retrevia is ever sold, with notice to our clients

We use providers in these categories: website hosting, text message delivery, email delivery, scheduling, secure file transfer and payment processing. We will give any client a current list of the providers that handle its data on request.

We move patient lists through secure links, limit access to the people who need it, and keep only the fields required for the campaign. No system is completely secure, but we take reasonable steps to protect information from loss, misuse and unauthorized access.

Patient lists and campaign conversations are stored in encrypted cloud storage. Access is limited to Retrevia, and files are removed on the schedule in section 8.

• Patient lists and campaign conversations: kept only while the campaign runs and for a short period afterward to finish reporting, then deleted. We delete them within 30 days after a campaign ends, or sooner if the clinic asks.
• Clinic account and billing records: kept as long as needed for accounting and legal reasons, for up to 7 years.
• Website enquiries: kept for 2 years

A clinic can ask us to delete its data at any time. We will confirm once it is done.

Under Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable Ontario law, you may:

• Ask what personal information we hold about you
• Ask us to correct information that is wrong
• Withdraw consent, which may limit what we can do for you
• Ask questions about our practices or make a complaint to us, and to the Office of the Privacy Commissioner of Canada if you are not satisfied

To make a request, email contact@retrevia.ca. We may need to confirm who you are before we act.

Our website and service are meant for dental professionals. We do not knowingly collect information from anyone under 18 for our own purposes. Patient lists come from clinics and may include families, and clinics are responsible for who they ask us to contact.

We may update this policy. We will change the date at the top and tell clients about material changes by email.

Retrevia, Ontario, Canada

Email: contact@retrevia.ca