Privacy Policy

Version
1.0
Effective
September 15, 2026

Version 1.0 · Effective 1 January 2026 · Last reviewed 5 September 2026

Elle Santé Inc. (“Elle Santé”, “we”, “us”) provides a mobile application and a clinic portal that help you book care, complete intake questionnaires, and track your own health. This policy explains what we collect, why, who sees it, and what you can require us to do about it.

It is written to meet the Personal Information Protection and Electronic Documents Act (PIPEDA), Québec’s Act respecting the protection of personal information in the private sector as amended by Law 25, Ontario’s Personal Health Information Protection Act (PHIPA), the Alberta and British Columbia Personal Information Protection Acts, and, where they apply to us, the GDPR and HIPAA.

1. Two different roles

This distinction decides who is accountable for your information, so it comes first.

  1. Information you give a clinic. When you book, complete an intake questionnaire, or receive care, the clinic and its clinicians are the custodians of that record. They decide how it is used clinically. We hold it on their behalf as their service provider.
  2. Information you record for yourself. Symptoms, cycles, goals and notes you enter in the app are yours. No clinic can see them unless you share them, and you can stop sharing at any time.

2. What we collect

  1. Account details — name, email address, phone number, date of birth, language, and the password or sign-in provider (Google or Apple) you use.
  2. Health information you enter — symptoms, cycle and pregnancy data, conditions, medications, surgeries, goals, and free text you write.
  3. Clinical information — intake answers, appointment history, clinician notes, and care plans created during your care.
  4. Payment information — invoices, amounts, and payment status. We never see or store your full card number. Card details go directly to Stripe, our payment processor.
  5. Technical information — device model, operating system, app version, crash reports, and coarse usage events used to keep the app working.

We collect only what the purpose requires. Where a field is optional, it is marked optional and nothing is withheld from you for leaving it blank.

3. Why we use it

  1. To let you book, reschedule and attend appointments, including virtual visits.
  2. To give your clinician the information they need to treat you safely.
  3. To show you your own health history and any insights you have asked for.
  4. To send appointment reminders and service messages by email or text.
  5. To take payment and issue receipts.
  6. To keep the service secure, diagnose faults, and meet our legal obligations.

We do not sell your information. We do not use your health information for advertising, and we do not disclose it to advertisers.

4. Consent, and how to withdraw it

We rely on your consent to collect and use your health information, and on our legitimate operating needs for basic account and security data. Consent is asked for in plain language, separately for each purpose, before the collection happens.

You may withdraw consent at any time in Settings, or by writing to us. Withdrawing consent stops future use for that purpose. It cannot undo something already done, and it may mean we can no longer provide part of the service — we will tell you plainly which part.

5. Who your information is shared with

  1. Your clinic and its clinicians, for your care.
  2. Other clinics, only if you choose. If you attend more than one clinic, each sees only its own record unless you explicitly share across them in the Privacy Centre. You can revoke that sharing at any time.
  3. Service providers who process data on our instructions: Amazon Web Services (hosting, in Canada), Stripe (payments), Google Firebase (crash reporting and basic analytics), and our email and text messaging providers. Each is bound by contract to use the data only for the service they provide us.
  4. When the law requires it — a court order, a legal obligation, or a serious and imminent risk to someone’s safety.

We do not disclose your information for any other purpose without asking you first.

6. Where your information is stored

Your information is stored in Canada, in Amazon Web Services’ Canadian region. Health information is held in databases kept separate from the directory that holds your name and contact details, so that a breach of one does not expose both. Some service providers may process limited technical data outside Canada; where that happens the provider is contractually bound to protect it to a comparable standard.

7. How long we keep it

  1. Clinical records are kept for the period required by health-records legislation and by the professional college governing your clinician — commonly several years, and longer for records created when you were a minor. These periods are set by law, not by us, and we cannot shorten them at your request.
  2. Health information you recorded yourself is deleted when you delete your account.
  3. Billing records are kept as long as tax and accounting law requires.
  4. Technical logs are kept for a short period and then discarded.

8. Your rights

  1. See it. Request a copy of the personal information we hold about you.
  2. Correct it. Ask us to fix anything inaccurate or incomplete.
  3. Take it with you. Receive it in a structured, commonly used, machine-readable format.
  4. Delete it. Delete your account in the app under Settings › Account, or ask us in writing. What is deleted and what must be retained is explained in section 7.
  5. Withdraw consent, as described in section 4.
  6. Object to automated decisions. We do not make decisions about your care by automated means alone.
  7. Complain. To our Privacy Officer, and to your regulator if you are not satisfied — in Québec, the Commission d’accès à l’information; elsewhere in Canada, the Office of the Privacy Commissioner of Canada or your provincial commissioner.

We answer requests within 30 days. There is no charge.

9. How we protect it

Information is encrypted in transit and at rest. Access is limited to the people who need it for your care or to operate the service, and access to health information is logged. We test our systems, and we train the people who use them.

No system is perfectly secure. If a breach occurs that presents a risk of serious harm, we will notify you and the relevant regulator as the law requires, and tell you what happened and what to do.

10. Children

The service is intended for people 18 and over. A person under 18 may use it only with the involvement of a parent or guardian, or where provincial law allows a capable minor to consent to their own care. We do not knowingly collect information from children outside those circumstances.

11. Changes to this policy

If we change this policy in a way that materially affects you, we will tell you in the app before the change takes effect, and ask for your consent again where the law requires it. Every version carries a version number and an effective date.

12. Contact us

Privacy Officer, Elle Santé Inc. — privacy@ellesante.com. Write to us in English or in French; we answer in the language you write in.