Privacy policy

1. Who we are

Physioversal is a medical and rehabilitation clinic in Montréal offering physiotherapy, occupational therapy (ergothérapie), medical and related services. We take the protection of your personal information seriously.

This policy explains what information we collect, why we collect it, how we protect it, and what your rights are. It applies to information collected through our website, our online booking system, by email, by phone and in person at the clinic.

We follow Quebec's Act respecting the protection of personal information in the private sector (as modernized by Law 25).

2. Person in charge of personal information

Our clinic has a person in charge of the protection of personal information (Privacy Officer). You can reach them at:

Privacy Officer, Physioversal
Email: management@physioversal.ca

Contact us for any question or concern about this policy, or to make a request about your information. Our team will get back to you.

3. Information we collect

We only collect the information we need to care for you and manage your file.

• Contact information: name, email address, phone number, home address
• Identification: only to confirm your identity and your coverage, we may ask for one of these documents: RAMQ health insurance card, Refugee Protection Claimant Document, or IFHP (PFSI) eligibility document
• Health information: medical history, reason for consultation, assessment and treatment notes
• File and coverage information: CNESST, SAAQ, IFHP (PFSI) or private insurance file or claim numbers, when applicable
• Billing information: payment records, invoices and receipts, managed through our secure clinic management system. We do not collect or store credit card information.

We do not ask for more information than necessary.

4. How and why we collect it

We collect your information directly from you, when you:

• book an appointment online through our secure booking system
• contact us by email or phone
• fill out forms at the clinic

With your consent, we may also receive information from others involved in your care or file, such as your doctor, the CNESST, the SAAQ or your insurer.

We use your information to:

• provide your assessment and treatment
• book and manage your appointments
• manage your CNESST, SAAQ, IFHP (PFSI) or insurance file
• issue receipts and handle billing
• meet our legal and professional obligations

5. Storage, access and security

Your file is kept in our secure clinic management systems and, for paper documents, in a locked space at the clinic.

Only authorized clinic staff who need your information for their work can access it.

We protect your information with measures such as password-protected systems, limited access and staff confidentiality obligations. Our professionals also follow the confidentiality rules of their professional orders.

We keep your file for as long as required by the regulations of our professional orders (a minimum of 5 years after your last service), then destroy it securely.

6. When we share your information

We never sell your personal information.

We only share it:

• with your consent, for example with the CNESST, the SAAQ, your insurer or your doctor, to manage your file
• with service providers who help us run the clinic, such as our online booking and clinic management providers; they must protect your information and use it only for the services they provide to us
• when required by law or a court order

Links to other websites: our website contains links to other sites, such as our online booking page and our social media pages. These sites have their own privacy policies, and we are not responsible for them.

7. Our website and cookies

Our website does not ask you to enter personal information. To book an appointment, you are sent to our secure online booking page.

Our Contact page shows maps from Google Maps. When they load, Google receives technical information such as your IP address and may use its own cookies, according to Google's privacy policy.

Our website does not use advertising or tracking cookies.

8. Your rights

You have the right to:

• access the personal information we hold about you
• correct information that is wrong, incomplete or out of date
• withdraw your consent to the use or sharing of your information, subject to legal or contractual limits; we will explain the impact, for example on your treatment or your file
• ask us to stop sharing or to delete information we no longer need, within the limits of the law

To make a request, write to our privacy officer at management@physioversal.ca. We may ask you to confirm your identity. We will answer within 30 days.

Concerns: if you have any concern about how we handle your information, please contact us at management@physioversal.ca. We will do our best to resolve it.

9. Changes to this policy

We may update this policy from time to time. The date of the latest version is shown at the top of this page.

Last updated: October 15, 2026