Roam Health and Wellness (“Roam,” “we,” “our,” or “us”) is committed to protecting your privacy and safeguarding your personal and health information. This policy explains what we collect, how we use and share it, and the choices and rights you have under British Columbia’s Personal Information Protection Act (PIPA) and Canada’s Personal Information Protection and Electronic Documents Act (PIPEDA).

We collect only the information reasonably necessary to provide you with health and wellness services:

‍Identifying & Contact Details: Name, address, phone number, email, date of birth, emergency contacts.
‍Health Information: Medical history, symptoms, treatment notes, test results, and other information you provide during appointments or through our intake forms and patient portal.
‍Payment Information: Billing details, insurance information, and transaction records. All payment card data is processed by secure third-party providers; Roam does not store full card numbers.
‍Website & Technical Data: IP address, browser type, and usage statistics (via cookies or similar technologies) to maintain and improve our website.

We use your personal and health information to:

Deliver health and wellness services, including assessments, treatments, and follow-up care.
Schedule appointments and send reminders by email, phone, or text (with your consent).
Process payments and insurance claims.Improve our services, clinical operations, and website.
Comply with legal, regulatory, and professional obligations (e.g., record-keeping required by the College of Physicians and Surgeons of BC or other applicable health-care regulators).

We never sell your personal information. We may share it only when necessary:

‍Care Providers and Staff – With Roam clinicians and administrative staff directly involved in your care.
‍Service Providers – With trusted vendors such as electronic medical record (EMR) providers, IT support, laboratories, or billing services, bound by confidentiality agreements.
‍Legal Requirements – When required to comply with a court order, law, or regulatory authority, or to prevent a serious risk to you or others.

If your information must be stored or accessed outside Canada (e.g., secure cloud backup), we ensure comparable protections through written agreements and technical safeguards.

Under BC’s PIPA, you have the right to:

‍Access your personal information and receive a copy of your health record.
‍Request Corrections to inaccurate or incomplete information.
‍Withdraw Consent to certain uses or disclosures (subject to legal or contractual restrictions).
‍Complain to the Office of the Information and Privacy Commissioner for BC if you believe your privacy rights have been violated.

To exercise these rights, contact our Privacy Officer (details below). We may need to verify your identity before fulfilling a request.

We employ administrative, technical, and physical safeguards—such as encryption, secure servers, and strict role-based access—to protect your information against loss, theft, or unauthorized access. While we take reasonable precautions, no electronic system is completely secure, and we cannot guarantee absolute protection.

Medical records are retained for the period required by BC health-care regulations (typically a minimum of 16 years after the last entry for adults or longer for minors) or as otherwise required by law. We securely destroy or anonymize information when it is no longer needed.

We provide services to patients of all ages. For minors, we collect information with the consent of a parent or legal guardian as required by BC law.

We may revise this Privacy Policy to reflect changes in practices or law. The latest version will always be posted on our website with the “Last Updated” date.

Privacy Officer
‍Roam Health and Wellness
6525 177b St #106, Surrey, BC V3S 5N4
Email: privacy@roamhealth.com
‍Phone: 604-244-4747
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If you have concerns about how we handle your information, you may also contact:
‍Office of the Information and Privacy Commissioner for British Columbia
‍www.oipc.bc.ca | 1-800-663-7867