1. Introduction
Welcome to Love Heals Counselling & Consulting (“we”, “us”, “our”, “Love Heals”). We respect your privacy and are committed to protecting your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website [lovehealscounselling.ca] (the “Site”) and when you engage with our counselling services (in-person or online) in Vancouver and across British Columbia. By using the Site or engaging our services, you consent to the practices described in this policy.
2. Information We Collect
We collect information from and about you in two main contexts: (a) when you visit and use the Site; and (b) when you become a client of our counselling services.
2.1 Information Collected via the Site
When you visit our Site, we may collect:
Usage data such as your IP address, browser type, operating system, referring URLs, pages visited, time and date of visits, time spent on pages.
Cookies and similar technologies to track your preferences, understand usage patterns, and improve our Site functionality (see Section 10).
Contact form information you provide if you submit an inquiry or book an appointment: name, email address, phone number, message content.
Analytics data via third-party services (see Section 9) about how you interact with the Site.
2.2 Information Collected as a Client
When you engage in counselling with us (online or in-person), we may collect:
Personal identification information, such as your name, birthdate or age, contact information (email, phone, address), gender identity, cultural or identity background, marital/relationship status.
Clinical / counselling information, including presenting issues (e.g., anxiety, depression, trauma, relationship stress, grief), accident-related information (including ICBC claims), treatment history, session notes, progress information.
Payment and billing information, including credit card or bank data processed through secure payment services or via our billing system.
Online session data, if you participate virtually (e.g., via video-conferencing) – though we do not record sessions unless explicitly agreed and documented.
Other information you voluntarily provide during sessions, such as personal history, preferences, goals, and feedback.
3. How We Use Your Information
We use the personal information we collect for the following purposes:
To respond to your inquiries and facilitate appointment booking.
To provide, manage and deliver counselling services, including communication about sessions, scheduling, follow-up, and treatment planning.
To process payments, refunds or claims (including ICBC accident-related counselling).
To monitor and improve our Site, services, and client experience.
To send non-marketing service communications (e.g., appointment reminders, administrative notices).
To comply with legal, regulatory or professional obligations (for example, filing records for regulatory bodies, responding to lawful investigations).
To protect our rights and the rights of others (e.g., in the case of a legal claim or professional complaint).
With your consent, to send you marketing or promotional communications (see Section 8).
4. Disclosure of Your Information
We will not sell your personal information. We may disclose your information as follows:
Service providers: We engage third-party service providers (e.g., payment processors, online booking systems, video-conferencing platforms, analytics services) that help us operate our business. They are contractually bound to protect personal data and act only on our instruction.
Professional oversight: In our counselling practice, we may share information (in anonymised or pseudonymised form) with supervisors, professional organisations or peer consultants as required by professional standards.
Legal or regulatory obligations: We may disclose your information if required by law (e.g., court order, regulatory body), or to exercise our rights, defend claims, or protect the safety of clients or others.
Business transfers: If our business is sold or merged with another entity, your information may be transferred as part of the transaction. We will notify you and secure appropriate protections.
With your explicit consent: We may share clinical information with other professionals (e.g., medical doctors, rehabilitation providers, insurance/ICBC) only if you have given explicit written consent.
5. Data Retention
We retain your personal information for as long as needed to provide the services, comply with our legal and professional obligations, resolve disputes, and enforce our agreements. Client records and counselling notes are kept in adherence to relevant professional regulatory standards (for example those governing Registered Clinical Counsellors in British Columbia). When no longer needed, we securely destroy or anonymise data.
6. Security of Your Information
We take commercially reasonable technical, administrative and organisational measures to protect your personal information against unauthorized access, disclosure, alteration or destruction. This includes secure storage of electronic data, encrypted transmissions for online bookings and payments, and restricted access to client records. However, no system is fully secure, and we cannot guarantee absolute security of information transmitted through the Site or stored electronically.
7. Your Rights and Access
Depending on applicable laws (including the British Columbia Personal Information Protection Act — PIPA), you may have the right to:
Access and obtain a copy of the personal information we hold about you.
Request correction of inaccurate or incomplete personal information.
Request deletion of your personal information (subject to legal/ professional retention obligations).
Withdraw consent where processing is based on your consent (though this may affect our ability to provide services).
Lodge a complaint with the relevant privacy oversight organisation (e.g., the Office of the Information & Privacy Commissioner for British Columbia) if you believe your rights have been violated.
To exercise any of these rights or for enquiries about your personal data, please contact us at the details in Section 12.
8. Marketing & Promotional Communications
We may send you marketing or promotional emails (including newsletters or blogs) only if you have explicitly opted in. You may unsubscribe at any time by using the “unsubscribe” link in the email or contacting us. Even if you opt out of marketing emails, we may still send you service-related or administrative communications (such as appointment reminders). We do not share your contact information with third-party marketers without your consent.
9. Third-Party Analytics & External Services
We use third-party services to analyze how visitors use our Site (for example Google Analytics), to host our Site, to facilitate online bookings, to manage payments, and to enable virtual counselling sessions. These third-party services collect or process certain usage, booking or session data, as governed by their privacy policies. Where required, we ensure a contract is in place to protect your data. Please review the privacy policies of those services for more information.
We may also embed content (such as social media feeds or third-party widgets) on our Site. Use of those embedded items may collect data independently of us and is not covered by this policy.
10. Cookies and Similar Technologies
We and our third-party providers use cookies and similar tracking technologies to:
Remember your preferences and session information.
Understand how you use our Site and improve it.
Provide relevant marketing or advertising (if you have opted in).
You can set your browser to refuse cookies or to alert you when cookies are being used. If you disable cookies, parts of the Site may not work properly. For detailed information, you can refer to your browser’s cookie settings or visit www.allaboutcookies.org.
11. Links to Other Websites
Our Site may contain links to external websites (e.g., social media, partner sites). This Privacy Policy does not apply to those sites. We encourage you to review the privacy policies of each site you visit.
12. Contact Us
If you have questions or concerns about this Privacy Policy or our privacy practices, or if you wish to access, correct or delete your personal information, you may contact us at:
Love Heals Counselling & Consulting
#24 – 1089 W Broadway, Vancouver, BC V6H 1E5, Canada
Phone: (343) 308-0394
Email: hello@lovehealscounselling.ca
13. Changes to This Privacy Policy
We may update this Privacy Policy from time to time, for example to reflect changes in our services, legal requirements or internal practices. We will update the “Effective Date” at the top and post the revised policy on the Site. We encourage you to review this page periodically. Your continued use of the Site or our services after changes indicates your acceptance of the revised policy.
14. Additional Provisions for Sensitive Information
Given the counselling context, we recognise that certain information you provide may be considered sensitive (e.g., health, identity, cultural background, trauma history). We treat such data with heightened confidentiality consistent with professional and regulatory standards for Registered Clinical Counsellors in British Columbia. This means we will only collect minimal necessary sensitive information, restrict access internally, secure storage, and obtain explicit consent for any sharing beyond our internal use.
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