Terms & Policies
CANCELLATION POLICY:
There will be a $25.00 charge for missed appointments and last minute cancellations. We do try our best to make reminder calls, however it is your responsibility to remember to attend your appointment.
WARRANTY:
The Assistive Devices Program (ADP) provides for the following warrenties:
Warranty Against Breakage
The Vendor must warrant, in writing, that under normal use, the Device is guaranteed against breakage for:
Six (6) months - custom-made Orthoses molded to Client model, parapodiums and standing frames; and
Two (2) months - paediatric Custom-fitted Orthoses and Custom-made Orthotic Devices molded to the Client.
Warranty for Satisfactory Fit
After the final fitting of the device, the Vendor must warrant, in writing, that under normal use, the fit of the authorized Device will remain satisfactory to the Client or to the Orthotic Team. Unless there has been a significant change in the Client’s medical condition, physiological growth or atrophy, the warranty for satisfactory fit will be valid for a period of:
Three (3) months - Custom-made orthoses molded to client model, parapodiums and standing frames, and
Thirty (30) days - paediatric Custom-fitted orthoses and Custom-made orthoses molded to client.
During the warranty period, the Vendor must provide or cause to be provided any service including repairs or replacement of the Device or any components free of charge.
When there is repeated technical failure, the Device will be replaced by the issuer of the warranty. Repair and service of Devices are the responsibility of the Vendor, manufacturer or service designate.
ADP Funding is not available when the manufacturer's or Vendor’s warranty is in effect.
PRIVACY:
We collect personal information from our customers in the regular course of doing business. This policy answers some of your most frequently asked questions, and lets you know exactly how your personal information is collected, used, and shared when you visit our Markham or Newmarket location or orthoproactive.com (the “Site”).
PERSONAL INFORMATION WE COLLECT
We ask to collect the following information about you at your initial appointment at one of our clinics. We will also ask if there have been any changes to the information at subsequent visits:
Name
Address
Postal Code
Phone Number
Email Address
Date of Birth/Age
Gender
Health Card Number
Medical Diagnosis/History (if applicable)
Contact information for your family physician, any specialist or therapist
Many of these metrics are required to be collected by the Assistive Devices Program (“ADP”) for the purpose of completing applications for funding.
When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically collected information as “Device Information.”
In rare occasions, we may collect payment information (credit card number, expiry date, CCV) to complete transactions over the phone. On these occasions, this information is destroyed immediately following the completion of the transaction. Under no circumstances will we ever store credit card information or keep a card “on file”.
Our offices (Markham and Newmarket) are equipped with video surveillance equipment that monitor entrances, reception desks and waiting rooms. There is no live video monitoring occurring and there is no video surveillance in any patient areas. These videos are recorded directly to an external hard drive which is password protected and encrypted. Video files are saved for thirty (30) days and then automatically purged. Video is only reviewed when an incident report is submitted by staff or patients.
We collect Device Information using Google Analytics.
“Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
“Web beacons” “tags” and “pixels” are electronic files used to record information about how you browse the Site.
In addition to automatically collected Device Information, visitors to the Site also have the ability to submit a request for appointment. This is completely voluntary. We have offered this service as a convenience and ask for the least amount of information as possible to adequately complete your request.
When we talk about “Personal Information” in this Privacy Policy, we are talking about information provided to us at an in-person appointment or Device Information.
When we talk about “Medical Information” in this Privacy Policy, we are talking about diagnosis, medical history, surgical history, past orthotic/prosthetic use and contact information for physicians, therapists and other orthotists/prosthetists who may have treated you in the past.
HOW DO WE USE YOUR PERSONAL INFORMATION?
We use the Personal Information that we collect generally to fulfill any requirements of ADP. Personal information is also used to communicate with you in terms scheduling and coordinating appointments. We may also use your Personal Information to conduct internal demographic studies.
We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site).
At times, we may request to use your Personal Information for broader research studies, however, you will be asked for additional consent in these circumstances.
HOW DO WE USE YOUR MEDICAL INFORMATION?
Medical Information is collected and used mainly for the purpose of treatment implementation. We may also use this Medical Information to discuss current and future treatment with your care team.
At times, we may request to use your Medical Information for broader research studies, however, you will be asked for additional consent in these circumstances.
SHARING YOUR PERSONAL INFORMATION
We do not share your Personal Information without express written consent. We ask that you will sign express consent at your initial appointment that will allow us to communicate specifically with your care team for the sole purpose of discussing current and future treatment options.
We also use Google Analytics to help us understand how our customers use the Site -- you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/.
You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.
Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.
DO NOT TRACK
Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.
DATA RETENTION
In compliance with ADP and PIPEDA we securely maintain your information for a minimum of seven (7) years. To ensure this data is secure we use such protocols as password, firewalls, encrypted external backups, offsite storage behind lock and key.
CHANGES
We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.
CONTACT US
Our staff will be happy to answer any questions you may have about your Personal Information. For more information about our privacy practices, if you have questions, would like to know what information we have on file or if you would like to make a complaint, please contact us by e-mail at orthopro@orthoproactive.com or by mail using the details provided below:
OrthoProActive Consultants Inc.
7181 Woodbine Ave., Suite 113
Markham, ON, Canada L3R1A3
You can also contact the Privacy Commissioner of Canada for assistance between the hours of 8:30 a.m. to 4:30 p.m. est, at:
Toll-free: 1-800-282-1376
Phone: (819)994-5444
Fax: (819)994-5424
TTY:(819)994-6591
or by mail at:
30 Victoria Street
Gatineau, Quebec
K1A 1H3
or on the web at:
You can also contact the Ontario Commissioner's office for more information:
Office of the Information and Privacy Commissioner of Ontario