Last Updated: September 4, 2021
We are committed to complying with our provincial and federal privacy obligations set out in provincial privacy health laws and regulations as well as under the Personal Information Protection and Electronic Documents Act.
WHAT DOES THIS POLICY APPLY TO?
This Policy applies to the personal information collected, used, and disclosed on the Mednow mobile and website applications (collectively the “Platform”) and on the Mednow website (www.mednow.ca). It also applies to the personal information we may collect when you contact us.
The pharmacies and pharmacists we connect you with and who provide you with pharmaceutical services are subject to this Policy as well as their respective professional requirements under the College of Pharmacists within their respective provinces and the privacy laws applicable to them and their services.
YOU MUST BE AT LEAST EIGHTEEN (18) YEARS OF AGE TO USE THE MEDNOW PLATFORM FOR PHARMACEUTICAL SERVICES.
The Policy is current as of the date, which appears at the top. We recommend that you read this Policy carefully on a periodic basis as we may revise it from time to time. When you share your personal information with us through our Platform or website, you consent to the collection and processing of your personal information as described in this Policy.
We structured this Policy based on questions we think you should ask so that you feel confident using our Platform and website.
1. WHAT IS PERSONAL INFORMATION?
Personal information is defined as information about an identifiable individual or information that can be used to identify an individual. This may include, for example, your name, email address, home address, date of birth, health information, medical conditions, credit card information and other personally identifiable numbers.
2. DO I NEED TO PROVIDE CONSENT BEFORE YOU COLLECT MY PERSONAL INFORMATION?
Providing us with your personal information is always your choice.
When you install the mobile application of our Platform, we will seek your permission to access your mobile camera and photos so that you may submit pictures of your health card, prescriptions or insurance information. Granting us access is your choice.
3. CAN I WITHDRAW MY CONSENT AT A LATER TIME?
Yes. You may, at any time, withdraw your consent to our collection, use and disclosure of your personal information. We will honour your choice subject to our legal and/or contractual obligations in which we may be restricted from doing so.
If you choose to withdraw your consent, we may not be able to provide, or continue to provide, you with our full set of services or experiences on our Platform. The withdrawal of consent cannot be retroactive. For greater detail on how to withdraw your consent to our collection, use and disclosure of your personal information, please refer to:Section 19 if you want to delete your account
Section 13 if you want to stop receiving marketing and promotional emails from us
Section 14 if you want to disable cookies from your browser
Section 13 if you want to stop receiving notifications from us about the status of your prescription or requested service
Section 20 for any other reason which you may want to withdraw your consent
4. DO I HAVE TO DISCLOSE MY PERSONAL INFORMATION?
You may choose not to provide us with some or all of your personal information.
If you choose not to disclose personal information that we require in order to provide you with any of our services, then we may not be able to provide you with such services. In addition, your experience on our Platform may be limited.
5. WHAT PERSONAL INFORMATION DOES MEDNOW COLLECT?
We may collect personal information about you for the purpose of administering our Platform or website and providing you with our services. Depending on what services you choose to receive, we may collect the following information:Name, phone number, email address, shipping address, date of birth, and sex.
Province you are seeking services in so we can direct your request to a local pharmacy.
Health information such as medical history, allergies, medication usage, treating physicians, prescription information, present conditions or symptoms.
Identifying information such as health card numbers, government-issued ids or images of personally identifiable information required to fill a prescription.
Payment information such as credit card numbers (which is facilitated by a third-party service provider).
Records of over-the-counter products purchased through our Platform.
Insurance information and insurance plans.
Online chat discussions on our website or Platform.
Non-personally identifiable information such as your IP address, usage information and the general location of your device when you use our website and/or Platform.
We try to limit the personal information we collect from you to only what is necessary for us to provide you with reliable and efficient services. We request that you do not send us any information that we do not ask for such as your social security number, bank information, or genetic information unless we ask for it.
6. HOW DOES MEDNOW COLLECT MY INFORMATION?
We collect your information in the following ways:
Information you voluntarily submit:
We collect information you (or your parent, legal guardian, or caregiver) choose to submit to us either on our Platform, website, in writing or verbally.
Information we automatically collect:
Information collected via third parties:
There may be circumstances in which pharmacists or healthcare professionals offering their services will be required to collect personal information about you from your treating healthcare practitioner in order to comply with privacy health laws and in accordance with their professional duty. For example, a pharmacist may be required to request medical records from your treating physician in order to fill your prescription. Furthermore, we may rely on third-party service providers, such as Moneris or Shopify, to assist us in providing you with services such as payment processing or online purchases, respectively.
7. CAN I ASSIGN AUTHORIZATION OF MY ACCOUNT TO SOMEONE ELSE?
If you are a caregiver representing another individual on our Platform, such as a minor or a dependant (collectively, “dependant”), then you must first obtain their consent to disclose their personal information on our Platform and for the information to be used as outlined in this Policy. A caregiver may manage another individual’s account or add that individual to the caregiver’s own account.
Pharmacists have the discretion to validate a caregiver acting on behalf of another individual.
If your dependant is unavailable or unable to confirm authorization to the disclosure of their personal information, pharmacists may exercise their professional judgment to determine if disclosing personal information to the caregiving is in your dependant’s best interest.
8. HOW DOES MEDNOW USE MY PERSONAL INFORMATION?
We will use your personal information as permitted by law and as described in this Policy. To be more specific, we may use your personal information for the following purposes:To facilitate the provision of pharmaceutical and healthcare services.
To direct your request for services to a local pharmacy.
To administer your account.
To provide you with services you request us to perform on your behalf, such as open an account for you or prepare a summary report about your pharmaceutical healthcare for a physician of your choice.
To validate your identity, such as confirming your health card number or asking you to confirm information you have previously provided to us.
To bill provincial health plans or health insurance plans.
To facilitate payment with respect to purchases on our Platform.
To communicate with you in order to provide you with ongoing support on our Platform or to notify you via email or text message about the status of your prescription orders or other services.
To communicate with you regarding services, promotions and other offers that we think would be of interest to you.
To communicate with you if you have inquiries.
To improve and optimize our Platform and services.
To comply with legal or regulatory requirements and inquiries.
To investigate and prevent fraud, criminal activity, breaches of terms and policies, and other wrongful behaviour.
We may de-identify and/or aggregate your personal information, including information in your medical records, in such a way that it cannot be used alone or in combination with other information to identify you. We use this information for research purposes, or to learn about how we can improve the quality of our Services. We may share the de-identified and aggregated information as described under Sharing of Personal Information.
9. DOES MEDNOW SHARE MY PERSONAL INFORMATION?
There are certain circumstances in which we may disclose, transfer or share your personal information with certain third parties. We limit who we share your personal information with. We also limit what information we share and how third parties may use, access, process or store such information in the course of performing their duties for us.
Below are examples of parties we may share your personal information with:Pharmacists and healthcare providers, such as your family doctor or laboratories, for the purposes of provisioning services.
Credit card payment processor (moneris.com).
Provincial healthcare plans such as the Ontario Health Insurance Plan or PharmaNet in British Columbia as required under laws and regulations and as necessary to submit claims for payment.
Health insurance providers for the purposes of processing payment.
Prescribing physicians who have information required for the processing of the services.
Employers if you are using our services via an employee group plan. Any information we may disclose to your employer is in de-identified and aggregated form for the purposes of disclosing how many employees are using our services and certain trends. We will not disclose your identity or personal information.
Vendors or service providers only as necessary to perform services on behalf of Mednow, such as to provide us with administrative, logistics, financial, or quality assurance services. For example, we may share your information with Shopify to assist us with your over-the-counter transactions.
Parents or legal guardians of minors, caregivers of dependents, or an individual you have authorized may be involved in your personal care (See Section 7).
Our subsidiaries or affiliated companies, including upon a business transfer or in the event of a merger, acquisition, or due diligence process as part of the transaction.
Any other party if we are required or authorized to do so by applicable law. For example, we may be required to disclose your personal information in the event of an emergency that threatens your life, health or security, or those of others. We may also be required to share personal information with law enforcement, courts, or government agencies with a court order.
We may share information that has been de-identified and/or aggregated so that you are no longer identifiable. We may share this de-identified and aggregated information with third parties for the purpose of providing insights about the way our Platform and services are being used.
Our Platform or communication with you may contain links to other websites that we do not own or operate. By clicking on those links, you will leave the Mednow Platform or website. These third-party websites are governed by separate and independent privacy policies and we recommend you read them carefully. We may also re-direct you off our website or Platform when you request to speak to a healthcare provider. By providing these links, we are not responsible for any information you provide or advice you may be given by a third party.
10. WILL MEDNOW SHARE MY PERSONAL INFORMATION WITH AN ASSOCIATION I AM A MEMBER OF?
If you are a member of an association that offers Mednow as a preferred online pharmacy, we will not share your personal information with that association. Your information will remain confidential. We may share de-identified and aggregated information with the association to demonstrate aggregate financial transactions of members, collectively, on our Platform.
11. DOES MEDNOW SELL MY PERSONAL INFORMATION?
Mednow does not sell your personal information.
12. WILL I RECEIVE COMMUNICATION FROM MEDNOW?
We may communicate with you in multiple ways and for various purposes:Collect more information to fulfill your request for service:
Marketing and promotional communications:
Answer your inquiries:
13. WHAT IF I DO NOT WANT TO RECEIVE COMMUNICATION FROM MEDNOW?
You have control over how we communicate with you.
Marketing and Promotional Communication:
You can opt-out of receiving marketing or promotional communications from us at any time by unsubscribing to our communications or contacting us directly to make your request. Once we receive your request, we will remove you from our mailing list. Please note, you cannot unsubscribe from some communication such as those related to the provision of our services, which you are registered for.
You may also opt out of receiving notifications from us about the status of the services we provide to you via email or text messages by simply going into your account settings and toggling off the notification alerts.
14. WHAT ARE COOKIES AND DOES MEDNOW COLLECT INFORMATION ABOUT ME THROUGH COOKIES?
What are cookies?
What information does Mednow collect using cookies and other technologies?
Most cookies collect information that is not identifiable to you. They help us collect information so we can better understand how users access our Platform and website so that we can develop and improve their design, layout, content and function.
For example, through cookies, we are able to understand how users enter and navigate our Platform and website and remember user preferences. This information is usually on an aggregate basis and in most cases we cannot directly identify you.
We may also use pixel tags, web beacons and similar technologies that help us capture user activity to better understand the use and effectiveness of our Platform and website and enhance your experience. We do not collect personal information that identifies you through these tools.
To find out more about cookies, including to see what cookies have been set and how to manage and delete them, visit www.allaboutcookies.org.
Our Platform and website uses Google Analytics to allow us to analyze and enhance user experience and better understand how you interact with our Platform and website. Your de-identified information is transmitted to Google, which provides us with aggregated statistical reports. For more information on how Google Analytics collects and processes information, please visit Google’s site “How Google uses data when you use our partners’ sites or apps” located at www.google.com/policies/privacy/partners/.
How can I manage cookies?
Although most browsers are set up to accept cookies, you can reset your browser to reject cookies. You will need to follow the instructions contained in your browser’s help file (usually located within the “Help,” “Tools,” or “Edit” settings). If you choose to disable cookies, some of the features and services on our Platform and website will not function properly.
To opt-out of Google advertisements controlled by Google Analytics cookies, visit the Google Ads Preferences Manager located at https://google.com/ads/preferences.
15. HOW DOES MEDNOW PROTECT MY PERSONAL INFORMATION?
We have implemented safeguards appropriate to the sensitivity of your personal information. These safeguards include administrative safeguards such as security policies and security training, physical safeguards to limit access to data centres and facilities, and technical safeguards such as access control and encryption. We review and update our safeguards regularly to ensure your information is protected.
It is important to note that no computer system or online communication is perfectly secure and you should keep this in mind when sharing information with us or our providers. We encourage you to take appropriate steps to protect your information, including not sharing with us more information than is necessary and not allowing other individuals to use your account unless they are your caregiver.
16. WHERE DOES MEDNOW STORE MY PERSONAL INFORMATION?
The personal information we collect is housed on servers in Canada. However, some of our service providers whom we share personal information with to assist us in providing you with a service may store the information outside of Canada, such as in the United States, where the privacy laws may not be as protective as those in your own jurisdiction.
17. HOW LONG DOES MEDNOW KEEP MY PERSONAL INFORMATION?
We retain your personal information only for as long as is necessary for the purposes for which it was collected and in accordance with the law.
If you decide to terminate your user account, we will delete the information associated with your account, however to the extent that pharmacists and/or healthcare providers are required to retain information in accordance with standards, guidelines (i.e. College of Pharmacists) and applicable law, they will retain the information in accordance with their obligation.
When we no longer need your personal information, we securely destroy it or de-identify it in accordance with applicable law.
18. HOW CAN I ACCESS OR CORRECT MY PERSONAL INFORMATION?
It is important that the information you provide to us is complete, accurate and up-to-date so that we can serve you better. We encourage you to update your information or inform us of any changes.
You can access your information, including a history of filled prescriptions on your user account. You can also edit certain information in your account by simply going to account settings.
If you cannot gain access to your account or cannot edit the information which is either inaccurate or out of date, you can submit a written request to our Privacy Officer at email@example.com. You must be able to demonstrate the inaccuracy or incompleteness of the information and provide us with the information necessary to correct it. We will respond to your request within reasonable timelines and costs, in accordance with applicable laws. Before granting you access to or correcting your personal information, we will need to authenticate you.
There may be exceptional circumstances, in accordance with applicable law, that we cannot grant you access to or correct your personal information. If this is the case, we will inform you and provide you with a reason why we cannot fulfill your request.
Where it is appropriate, we may advise you to request access to your personal information directly from the healthcare provider that you communicated with since we do not retain those records.
19. CAN I DELETE MY PERSONAL INFORMATION?
In certain jurisdictions, you have the right to request that your personal information be deleted. To exercise your right, you may contact us at firstname.lastname@example.org. We may keep some of your personal information if we are required to do so by applicable law or for other purposes such as to protect against malicious or fraudulent activities. Pharmacists may keep some of your personal information if they are required to do so by applicable law or regulatory bodies, such as the College of Pharmacists, or for other purposes such as to protect against malicious or fraudulent activities.
20. WHAT IF I STILL HAVE QUESTIONS ABOUT THE WAY MEDNOW HANDLES MY PERSONAL INFORMATION?
We believe that transparency and trust are key to building long-lasting relationships with our customers. You are welcome to contact us with any questions and feedback at:
1640 Bloor Street West
You may also contact the Office of the Privacy Commissioner of Canada or the provincial Information and Privacy Commissioner (as applicable) with any questions or concerns.
Have questions or need support?
Our pharmacy team is there to help you at every step of the way - Even if you don’t have an account with us yet!
*Prescription delivery is always free in Ontario, British Columbia and Nova Scotia. Non-prescription items delivered free with prescription or with purchase over $50 before tax.