Privacy Policy

1. About this Notice

Dynamic YVR operates physiotherapy, chiropractic, and registered massage therapy clinic services in Vancouver, British Columbia. Our current location is The Post.

This Notice explains how we collect, use, store, and share your personal and health information, and what your rights are. It applies to Dynamic YVR, every Dynamic practitioner, and every patient who books care with us.

We are committed to handling your information responsibly under British Columbia's Personal Information Protection Act (PIPA) and Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) where applicable

2. What we collect

We collect only what we need to provide your care and run our clinic. This typically includes:

• Identifying information — name, date of birth, address, phone, email, emergency contact
• Health information — your medical history, current symptoms, assessments, treatment notes, exercise prescriptions, and progress over time
• Insurance information — extended health benefit or other insurance details you provide so we can produce receipts and forms for your own claim submission (Dynamic does not direct-bill insurers)
• Payment information — credit card on file, processed through PCI-compliant systems
• Clinic interactions — appointment history, communications with our team, and feedback you provide

Care at Dynamic YVR is delivered on a private-pay basis with optional extended health benefit billing. Provincial health card numbers are not collected.

3. How we use your information

We use your personal and health information to:

• Provide chiropractic, physiotherapy, and massage therapy care
• Document your assessments, treatments, and progress in your electronic chart
• Coordinate care across Dynamic practitioners and clinics
• Communicate with your family doctor or other treating providers when clinically necessary, with your consent
• Send appointment reminders and clinical follow-ups
• Process payment and insurance billing
• Plan and manage clinic operations, including scheduling, staffing, and quality assurance
• Compile de-identified statistics for service improvement and capacity planning
• Comply with regulatory and legal requirements

4. Who sees your information

Within Dynamic. Your information is shared internally among Dynamic's chiropractors, physiotherapists, and registered massage therapists across all Dynamic clinic locations, for purposes of care continuity, cross-clinic coverage, multidisciplinary collaboration, and quality assurance.

Other healthcare providers. With your consent, we may communicate with your family doctor, referring practitioner, or other treating provider when this supports your care.

Service providers. We use trusted third-party systems to deliver care. Currently this includes:

• JaneApp — our electronic medical record and scheduling system, with Canadian data residency selected
• Quo — our phone reception system, used to manage incoming patient calls and voicemail; calls may be recorded for service quality and dispute resolution
• Google Workspace — our email and calendar system, used for clinic communications and scheduling
• Physitrack — exercise prescription platform used by your therapis

These providers are contractually required to protect your information using safeguards equivalent to ours.

AI-answered after-hours calls. Calls placed to our clinic outside of business hours may be answered by Charlie, an AI voice assistant operated through Quo. Charlie identifies itself as an automated assistant at the start of the call, collects only your name and callback number so a team member can follow up, and does not ask about your symptoms, diagnosis, or treatment. Calls and transcripts are recorded and stored under our vendor's Business Associate Agreement. You may bypass Charlie at any time by leaving a voicemail.

Website analytics. Our website uses standard analytics tools, including Google Analytics and Google Ads conversion tracking, to measure site performance and improve our services. These tools collect technical data such as IP address, device type, browser, and pages visited. They do not collect your name, contact information, or health information. You may opt out using your browser settings or industry opt-out tools.

Outside parties. We will not release your information to insurers, lawyers, employers, or other third parties without your separate written authorization, except where the law requires or permits us to do so without consent (for example: a court order, a regulatory body investigating a complaint, or a public health reporting obligation). In those cases, we comply with the requirements of British Columbia's Personal Information Protection Act and other applicable law.

5. How we protect your information

We use a layered set of safeguards:

• Encryption of records at rest (AES-256) and in transit (TLS)
• Multi-factor authentication on every administrative account
• Role-based access — practitioners can only see what they need
• Audit logging of every chart access and edit
• Workstation auto-lock and physical security at the clinic
• Regular staff privacy training
• Vendor security review before any new service provider gains access

To exercise any of these rights, contact us at the address in Section 9.

6. Where your information is stored

JaneApp stores Dynamic's records on Canadian servers (Montreal and Calgary). Some of our service providers store or process data outside Canada: Quo (United States), Google Workspace (United States), and Physitrack (United Kingdom). Each of these providers is bound by contractual safeguards equivalent to Canadian privacy standards. If you would like further detail on a specific provider, contact our Privacy Officer.

7. How long we keep your information

We keep your record for at least 10 years after your last visit, in accordance with British Columbia regulatory requirements for chiropractic, physiotherapy, and massage therapy. After that period, records are securely destroyed.

8. Your rights

You have the right to:

• Access your record — request a copy of any information we hold about you
• Request a correction — if you believe something in your record is inaccurate
• Withdraw consent — for any future use of your information, subject to legal or treatment-related limits
• Opt out of marketing — at any time, through your JaneApp profile
• File a complaint — with Dynamic's Privacy Officer, or directly with the Office of the Information and Privacy Commissioner for British Columbia

To make any of these requests, contact our Privacy Officer (details below). We will respond within 30 days of a written request.

9. Minors and substitute consent

We treat patients of all ages, including minors. In British Columbia, a minor's capacity to consent depends on their ability to understand the nature and consequences of their care and the handling of their personal information. A minor with sufficient capacity may consent on their own behalf. For minors who do not have capacity, a parent or legal guardian provides consent on their behalf. Practitioners assess capacity at the start of care and document their determination.

10. Marketing communications

We only send marketing communications (newsletters, clinic updates, promotions) to patients who have opted in. You can opt in or out at any time through your JaneApp profile or by replying to any marketing message with "unsubscribe."

11. Updates to this Notice

We may update this Notice from time to time. When we do, we will revise the "Last updated" date at the top. Material changes will be communicated to active patients by email.

12. contact us

Privacy Officer — Colby Leong | colby@dynamicyyc.com

Backup Privacy Officer — Raymond San Agustin | raymond@dynamicyyc.com

Regulator — Office of the Information and Privacy Commissioner for British Columbia — 1-800-663-7867, oipc.bc.ca