Privacy
Privacy at Calm Joints
The short version: we collect as little as we can, we keep guide chats for 30 days, and you can ask us what we hold or have it deleted at any time.
Who we are
Calm Joints is a physiotherapy clinic. Care is provided online by physiotherapists registered with the College of Physiotherapists of Ontario, for patients located in Ontario. Calm Joints Inc. ("Calm Joints") and Scale Health Network Inc. ("Scale") are affiliated companies. Each is wholly owned by the same holding company, RDG Digital Holdings Inc. Scale is a technology and marketing platform. It is not a clinic and does not provide care. We deliver care through our own hires and the service partners we rely on.
Your health information
When you book and see a Calm Joints physiotherapist, your health record is created and kept under Ontario's Personal Health Information Protection Act, 2004 (PHIPA). Calm Joints is the health information custodian for that record. We use and share it only to provide and support your care, as PHIPA allows, or with your consent. Scale's marketing systems do not receive your clinical record, and we do not use it for advertising.
Booking and payments
Booking, intake, clinical charting and payments run through our practice-management provider, Jane App (including Jane Payments). If we use another practice-management provider for a service, such as Juvonno, it handles your information the same way. These providers store this information for us under their own security and privacy controls. We do not store full card numbers on this site.
Glen and Gwen, our virtual guides
Glen and Gwen are virtual guides, not clinicians. They give general information, not medical advice, and they can help you book with a College-registered physiotherapist.
What we keep: we keep the text of guide chats, calls and texts for 30 days to keep the service safe and make it better, then we delete it. We don't record call audio. Guide chats aren't part of your health record or intake. Your physio does the real intake when you book.
Please don't share your health card number, other ID numbers or payment details with the guide.
What else we collect
- Contact details you choose to give us, like your name, email, phone, province, what's sore and a preferred time, so we can send a booking link or call you back.
- Emails you sign up for. We only send tips if you say yes, and you can unsubscribe anytime.
- Texts. If you text Glen, we reply only to you. Reply STOP to stop texts.
- Referral and partner links. If you arrive through a partner, ambassador or QR link, we record that link so the partner can be credited. Partners do not see your health information.
- Site analytics, only if you allow them in cookie settings.
Partners and referrals
Calm Joints partners with individuals, businesses and therapists. Partner and referral pages are commercial pages. A partner may be paid for a referral. That never changes the care you receive or which physiotherapist you choose.
If you need in-person care, we may suggest clinics or therapists in our referral network. Those suggestions are impartial and based on your needs and location. You are free to choose any provider. In-person providers are independent and keep their own records under their own privacy policies.
Who processes it for us
Service providers handle this information for us: Jane App, and any other practice-management provider we use such as Juvonno (booking, records and payments), ElevenLabs (guide chat and voice), Twilio (texts and calls), Vercel (website hosting) and our customer database for contact details you leave. Some of them store data outside Canada, including in the United States, where it may be accessible under local law. Providers may keep backup copies for a limited time under their own policies.
We do not sell personal information.
Your choices
- You can use the guide without giving your name.
- Ask what we hold about you, ask us to correct it, or ask us to delete a chat or your contact details. We'll answer within 30 days.
- Ask for access to or correction of your health record under PHIPA.
- Withdraw consent for emails or texts at any time.
Contact
Calm Joints Inc. operates calmjoints.org and is responsible for the information described here. Our privacy officer is Randy Gilling. Email info@calmjoints.org with any privacy question or request. If you're not satisfied with our answer, you can contact the Information and Privacy Commissioner of Ontario (health records) or the Office of the Privacy Commissioner of Canada (other personal information).
Changes
We will post updates on this page and change the date above.