Privacy Policy
Effective 2026-10-02
About This Policy
At Pulse Physio, we take your privacy seriously. We collect and use personal information only for reasonable purposes connected with operating our website, responding to enquiries, providing healthcare services, and meeting our legal and professional responsibilities.
This Privacy Policy explains what information we collect through this website, why we collect it, how it is handled, and the choices available to you.
What We Collect
When you contact us through this website, we may collect the information you choose to provide, including your name, your email address, your phone number (if provided), the clinic location you are contacting, the service you are asking about, and your message.
If you submit a Grow With Pulse enquiry, we may also collect your organization or professional affiliation where applicable.
We may also record basic information associated with your submission, such as the page from which the form was submitted, the date and time of submission, and the version of the consent language presented to you. This helps us maintain an accurate record of how and when information was provided.
We ask that you provide only the information reasonably necessary for us to respond to your enquiry.
Website Security
To protect our website and forms from spam, automated abuse, and malicious activity, we may temporarily process technical information such as your network or IP address.
This information is used only for website security and abuse prevention, is not intentionally linked to the content of your enquiry, and is retained only for the limited period reasonably necessary for that purpose.
General Website Activity
We may collect aggregate, non-identifying information about how visitors interact with certain parts of our website, such as how often a booking button, telephone number, clinic location, or map link is selected.
Where these measurements are configured as anonymous website counts, they do not contain information you enter into our forms and are not intended to identify you.
Google Analytics and Cookies
We use Google Analytics only where you have consented to analytics cookies.
Analytics may help us understand how visitors find and use our website, which pages are useful, and how we can improve the website experience.
You can decline analytics cookies without preventing you from accessing the core functions of our website. Where available, you can also change your cookie preferences later.
More information about the technologies used, information collected, retention periods, and your choices is available on our Cookies Policy page.
Why We Collect Your Information
Information submitted through our website is used primarily to respond to your enquiry; direct your enquiry to the appropriate Pulse clinic or team member; help you identify an appropriate service where you are unsure where to begin; manage career, professional, or partnership enquiries; maintain appropriate records of consent and communication; protect the security and reliability of our website; and understand and improve the general use of our website.
We do not sell your personal information.
We do not use information submitted through a general website enquiry for marketing unless you separately consent to receiving marketing communications.
We do not use website analytics to make decisions about your healthcare.
Pulse Clinics
Your enquiry may be provided to the Pulse clinic you selected so that the appropriate team can respond.
Where individual Pulse locations are operated by separate legal entities, information submitted for that clinic may be provided to the entity responsible for operating that location.
Website Provider
A website service provider builds and maintains this website on behalf of Pulse. It may access personal information where reasonably necessary to maintain, secure, troubleshoot, or operate the website.
It is expected to handle this information only for the purposes of providing those services to Pulse.
Hosting and Storage
Website enquiry information is stored using cloud infrastructure configured in Canada and protected using reasonable technical and administrative safeguards.
Email Delivery
We use a third-party email delivery service to deliver website enquiry notifications and confirmation emails.
This service processes email addresses, message content, delivery information, and related technical data in the United States. This means information processed through it may be stored or accessed outside Canada and may be subject to the laws of the jurisdiction in which it is processed, including lawful access by government authorities.
We take reasonable steps to select service providers and safeguards appropriate to the nature of the information being processed.
Where possible, we encourage patients not to submit sensitive medical information through general website forms.
How Long We Keep Information
Website enquiries are retained for up to two years after they are received where retention remains reasonably necessary for enquiry management, administrative continuity, legal requirements, or legitimate business purposes.
They are then securely deleted or de-identified.
Backup copies may remain for a limited additional period before being securely overwritten or deleted as part of our normal backup processes.
Copies delivered to clinic email accounts are managed according to the clinic’s applicable privacy, record-management, and retention practices.
Clinical Records
A general website enquiry is not automatically a clinical record.
If you become a patient and information contained in an enquiry becomes relevant to your assessment, treatment, clinical decision-making, or care, relevant information may be documented or incorporated into your clinical record.
Clinical records are maintained separately through the clinic’s clinical systems and are subject to applicable legislation and the professional requirements of the College of Health and Care Professionals of British Columbia.
Under current CHCPBC requirements, patient records must generally be retained for at least 16 years from the date of the patient’s last encounter, or 16 years from the date the patient reaches the age of majority, whichever is later.
Clinical records are securely disposed of when the applicable retention period has passed and continued retention is no longer required.
Your Privacy Rights
Subject to applicable law, you may contact us to request access to personal information we hold about you; ask how your personal information has been used or disclosed; request correction of inaccurate or incomplete personal information; withdraw consent to a collection, use, or disclosure where that processing is based on consent; or ask us to delete or de-identify information where continued retention is no longer reasonably required.
Certain information may need to be retained despite a deletion request because of legal, regulatory, professional, clinical, insurance, or legitimate business requirements.
If you withdraw consent, we will explain any reasonably foreseeable consequences of doing so. Withdrawal of consent does not require us to delete information that we are legally or professionally required to retain.
Formal requests for access or correction will be handled in accordance with British Columbia’s Personal Information Protection Act. We generally respond within 30 days of receiving a sufficiently detailed written request, subject to any extensions or exceptions permitted by law.
We may need to verify your identity before providing access to personal information.
Website Forms Are Not a Clinical Communication Channel
Our general website forms are intended for appointment-related questions, service information, administrative enquiries, and contacting our clinics.
They are not intended to be used to communicate urgent or detailed medical information.
Please avoid including information such as detailed diagnoses, medical history, medication lists, test or imaging results, detailed symptoms or clinical information, or other sensitive health information that is not necessary for your enquiry.
Your healthcare provider will collect the information required for your care through the clinic’s appropriate clinical systems and consent processes.
If you voluntarily provide health information through a website form, we will use it only as reasonably necessary to respond to your enquiry, provide or arrange care, meet our professional responsibilities, or where otherwise authorized or required by law.
If information becomes relevant to your healthcare, appropriate information may be documented in your clinical record and will then be subject to the clinic’s clinical record-retention requirements.
Protecting Your Information
We use reasonable administrative, technical, and physical safeguards appropriate to the sensitivity of the information we handle.
These measures may include encryption during transmission and storage where appropriate; access controls; limiting access to personnel who require the information; secure hosting and infrastructure; authentication and account controls; website security and abuse-prevention measures; appropriate backup and recovery practices; and policies and procedures governing the handling of personal information.
No electronic system can be guaranteed to be completely secure. We regularly consider the nature of the information we hold and the safeguards appropriate to protecting it.
If a Privacy Breach Occurs
If personal information is lost, accessed, used, or disclosed without authorization, we will take reasonable steps to contain the incident, investigate what occurred, assess the potential risks, and reduce the likelihood of it happening again.
Where notification is required by applicable law, or where notification is appropriate in light of the circumstances and potential risk of harm, we will notify affected individuals and/or the appropriate privacy regulator.
Where appropriate, we will explain what occurred, what information may have been affected, the steps we have taken in response, steps you may wish to take to protect yourself, and how to contact us with questions.
Our Privacy Officer
Pulse has designated a Privacy Officer who is responsible for overseeing our privacy practices and responding to privacy questions, requests, and complaints.
Privacy Officer, Pulse Physio Sullivan. Email: contact@pulsephysio.ca
If you have a concern about how we have collected, used, disclosed, stored, or protected your personal information, please contact our Privacy Officer.
We will review and respond to privacy concerns in accordance with our obligations under applicable privacy legislation.
If you are not satisfied with our response, you may contact the Office of the Information and Privacy Commissioner for British Columbia, which oversees British Columbia’s private-sector privacy legislation.
Who is responsible for your enquiry
Each clinic is its own company, independently owned and operated. Pulse Physio Sullivan is responsible for the personal information in an enquiry you send to the Sullivan clinic.
This website is run by Pulse Physio, which keeps the website’s stored copy of your enquiry on that company’s behalf.
A privacy question about an enquiry you sent to the Sullivan clinic goes to its privacy contact: Owner, contact@pulsephysio.ca.
Organization Responsible for This Website
This website is operated by Pulse Physio.
If individual Pulse Physio clinics are operated by different legal entities, the legal entity responsible for the clinic you contact may also have custody or control of information relating to your enquiry or care.
Information about the specific clinic operator can be provided upon request.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, technology, service providers, legal requirements, or professional standards.
The most current version will be posted on this website with its effective date.