Privacy Policy

1. About this policy

2767375 Ontario Ltd., operating as The Lab Movement & Sports Medicine ("The Lab," "we," "us," or "our"), respects your privacy and is committed to protecting the personal information you share with us.

This policy explains how we collect, use, disclose, and safeguard personal information through our websites, landing pages, online forms, bookings, contests and promotions, and our email and SMS communications, and when you otherwise interact with us about our services. It is written to comply with Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and Canada's Anti-Spam Legislation (CASL).

This policy does not cover personal health information collected when you receive clinical care at The Lab. That information is governed separately under Ontario's Personal Health Information Protection Act (PHIPA) and our clinical privacy practices. Ask at reception for our health information privacy practices.

2. What personal information we collect

Depending on how you interact with us, we may collect:

• Contact details — your name, email address, phone number, and city or postal code.
• Booking and service information — appointment requests, the services you are interested in, and information you provide when you contact us about our services.
• Contest and promotion information — entries, predictions, referral activity, entry method, and any information you provide to claim a prize or offer.
• Communication preferences — whether you have consented to receive marketing email or SMS, and your responses to our messages (opens, clicks, unsubscribes).
• Payment information — if you make a purchase or paid entry, payment is processed by a third-party payment provider. We do not collect or store your full credit or debit card number.
• Technical and usage information — your IP address, device and browser type, pages visited, referring website, and similar data collected automatically through cookies and analytics tools (see Section 6).

We collect only the personal information we need for the purposes described below.

3. How we collect it

We collect personal information:

• Directly from you when you fill out a form, request a booking, enter a contest, sign up for emails or texts, scan an in-clinic QR code, or contact us.
• Automatically when you visit our websites or landing pages, through cookies and similar technologies.
• From service providers and partners who help us run our bookings, marketing, contests, and analytics, consistent with this policy.

4. Why we collect it and how we use it

We use personal information to:

• Respond to your enquiries and schedule, confirm, and remind you about appointments and services.
• Send you administrative and transactional messages about your interactions with us.
• Register and administer contest and promotion entries, verify eligibility, and award and announce prizes or offers.
• Process payments for services or paid entries.
• Send you the communications you have asked for, including newsletters, campaign emails, and updates.
• Operate, maintain, secure, and improve our websites, services, and marketing.
• Measure the performance of our campaigns and understand how visitors use our pages.
• Comply with legal and regulatory obligations.

We will not use your personal information for a new purpose without your consent, unless permitted or required by law.

5. Consent

By providing personal information and submitting a form, you consent to the collection, use, and disclosure of that information as described in this policy.

For marketing emails and text messages, we rely on your express consent, which you give when you opt in. Every marketing email includes an unsubscribe link, and you can stop marketing texts at any time by replying STOP.

Transactional and service messages may continue even if you opt out of marketing, because they are part of providing our services and administering your requests. Examples include appointment reminders and confirmations, billing or account notices, responses to your enquiries, and contest deadline reminders tied to an entry you have made.

You may withdraw your consent at any time, subject to legal or contractual restrictions and reasonable notice. To withdraw consent, contact us using the details in Section 12. Withdrawing consent may mean we can no longer provide certain services or functions.

6. Cookies, analytics, and tracking technologies

Our websites and landing pages use cookies and similar technologies to function properly, remember your preferences, measure traffic, and support our marketing.

We use third-party analytics and advertising tools, which may include Google Analytics, Google Tag Manager, and the Meta (Facebook) Pixel. These tools collect information such as your IP address, device information, and on-site activity, and may set their own cookies. This helps us understand campaign performance and reach relevant audiences.

You can control or disable cookies through your browser settings. Disabling cookies may affect how parts of our sites work. You can also opt out of certain advertising tracking through the tools provided by Google and Meta.

7. How we share and disclose personal information

We do not sell your personal information. We may share it in the following circumstances:

• Service providers. We use third-party providers to operate our forms, bookings, CRM, email and SMS sending, analytics, and payment processing. Examples include Jane (our online booking and practice management platform), Go High Level, Google, Meta, and email platforms such as Klaviyo and Flodesk. These providers are authorized to use personal information only to provide services to us.
• Partners. We work with promotional, charity, referral, and co-marketing partners. Where you take part in a contest, promotion, or partner program, we may share limited personal information with the relevant partner as needed to administer it, fulfill prizes or offers, or report results. Where you win or are featured in a contest or promotion, limited information such as your first name and city may be published as part of announcing results, subject to the applicable rules.
• Legal and protective reasons. We may disclose personal information where required or permitted by law, to comply with a legal process, to enforce our terms, or to protect the rights, safety, or property of The Lab or others.
• Business transactions. If The Lab is involved in a sale, merger, or reorganization, personal information may be transferred as part of that transaction, subject to appropriate protections.

8. Storage and cross-border transfer

Some of our service providers store and process personal information on servers located outside Canada, including in the United States. While personal information is in another jurisdiction, it may be accessible to courts, law enforcement, and government authorities of that jurisdiction under their laws. We use service providers that maintain appropriate safeguards. By providing your personal information, you acknowledge this transfer and processing.

9. How we protect personal information

We maintain reasonable physical, organizational, and technical safeguards to protect personal information against loss, theft, and unauthorized access, use, or disclosure. These include restricting access to those who need it and relying on reputable providers with their own security controls. No method of transmission or storage is completely secure, so we cannot guarantee absolute security.

10. How long we keep it

We keep personal information only as long as needed for the purposes described in this policy, to provide and administer our services, to meet legal and accounting requirements, and to maintain your communication preferences. When personal information is no longer required, we securely delete or anonymize it. If you unsubscribe, we retain the minimum information needed to honour your request not to be contacted.

11. Your rights: access and correction

You have the right to:

• Ask whether we hold personal information about you and request access to it.
• Request a correction if your information is inaccurate or incomplete.
• Withdraw consent to marketing communications.

We will respond to access requests within the timeframe required by law. We may need to verify your identity before fulfilling a request. In limited cases the law allows or requires us to refuse access, and we will explain why if that happens.

12. Contact us and our Privacy Officer

If you have questions, requests, or concerns about your privacy or this policy, contact our Privacy Officer:

Privacy Officer, The Lab Movement & Sports Medicine
#49-4181 Sladeview Crescent, Mississauga, ON L5L 5R2
Phone: (905) 997-4522
Email: [email protected]

If you are not satisfied with our response, you may contact the Office of the Privacy Commissioner of Canada at 1-800-282-1376 or www.priv.gc.ca.

13. Children's privacy

Our websites, landing pages, and contests are intended for adults. Our contests are open only to entrants who are at least 18 years of age. We do not knowingly collect personal information from children for marketing purposes without parental or guardian consent. If you believe a child has provided us with personal information, contact us and we will delete it.

14. Online booking

When you book an appointment with us, you are directed to our online booking and practice management platform, Jane, operated by Jane Software Inc., a company based in British Columbia, Canada. Once you are on the Jane platform you are interacting with Jane directly. Information you provide through Jane, including personal and health information, is handled under Jane's own privacy policy as well as our clinical privacy practices under Ontario's Personal Health Information Protection Act (PHIPA). We encourage you to review Jane's privacy policy at jane.app/privacy before booking.

15. Links to other websites

Our pages may link to third-party websites, including booking, charity, and partner sites. We are not responsible for the privacy practices of those websites. Review their privacy policies before providing personal information.

16. Changes to this policy

We may update this policy from time to time. The current version is always posted here with its effective date. Material changes will be communicated by reasonable means. Continued use of our websites after an update means you accept the revised policy.