Privacy Policy

Signature Care ("we," "our," or "us") is committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy explains how we collect, use, disclose, and protect your information in compliance with Quebec's Law 25 (Act respecting the protection of personal information in the private sector) and applicable federal privacy laws including PIPEDA.

Information We Collect

We collect information that you provide directly to us, including: (1) Contact information such as name, email address, phone number, and mailing address; (2) Health and care-related information to assess and provide appropriate services; (3) Payment and billing details; (4) Communications with our team via phone, email, or our website; (5) Conversations with the Concierge, our AI chat assistant, including chat transcripts when you provide contact information.

Concierge AI Chat Assistant

Our website features the Concierge, an AI-powered chat assistant that can answer questions about our services and help you get started with care. When you use the Concierge: (1) Your conversation is processed by Claude, an AI service provided by Anthropic; (2) If you provide contact information during the chat, your conversation transcript is saved to help our care advisors follow up appropriately; (3) Conversations are stored temporarily for one hour if no contact information is provided; (4) You can close the chat at any time without providing personal information.

Cookies and Tracking

We use cookies and similar technologies on our website. Essential cookies are required for the website to function and cannot be disabled. Analytics cookies help us understand how visitors use our site to improve the experience. Marketing cookies may be used to show relevant information. You can manage your cookie preferences through the cookie consent banner or your browser settings. For more details, see our Cookie Policy.

How We Use Your Information

We use your personal information to: (1) Provide and coordinate home care services; (2) Respond to your inquiries and provide customer support; (3) Communicate with you about your care and our services; (4) Process payments and maintain billing records; (5) Improve our services and website experience; (6) Comply with legal and regulatory requirements; (7) Send service-related communications (with your consent for marketing).

Information Sharing and Third Parties

We do not sell your personal information. We may share your information with: (1) Caregivers assigned to provide your care; (2) Healthcare professionals involved in your care coordination; (3) Service providers under confidentiality agreements (such as our hosting provider Vercel, email service SendGrid, and AI provider Anthropic); (4) Legal authorities when required by law or to protect safety. All third-party service providers are required to protect your information in accordance with applicable privacy laws.

Data Security

We implement appropriate technical and organizational measures to protect your personal information against unauthorized access, alteration, disclosure, or destruction. These measures include encryption of data in transit, secure server infrastructure, access controls, and regular security reviews. However, no method of transmission over the Internet is 100% secure.

Data Retention

We retain your personal information for as long as necessary to provide our services and comply with legal obligations. Specifically: (1) Active client records are retained during the service relationship and for 7 years after; (2) Health-related records are retained in accordance with Quebec healthcare record retention requirements; (3) Website chat transcripts without contact information are deleted after one hour; (4) Marketing consent records are retained until consent is withdrawn.

Your Rights Under Quebec Law 25

Under Quebec's Law 25, you have the right to: (1) Access your personal information held by us; (2) Request correction of inaccurate information; (3) Request deletion of your information (subject to legal retention requirements); (4) Withdraw consent for non-essential processing; (5) Request portability of your information in a commonly used format; (6) Be informed of any data breach that poses a serious risk of harm; (7) File a complaint with the Commission d'accès à l'information du Québec (CAI).

Privacy Officer

We have designated a Privacy Officer responsible for overseeing compliance with privacy laws and handling privacy-related inquiries. You may contact our Privacy Officer to exercise any of your privacy rights or to raise concerns about our privacy practices.

Privacy Inquiries

For questions about this Privacy Policy or to exercise your privacy rights, please contact our Privacy Officer at privacy@signaturecare.ca or 438-901-2916. You may also write to us at: Signature Care, Attn: Privacy Officer, 1250 René-Lévesque Blvd W, Suite 2200, Montreal, QC H3B 4W8. If you are not satisfied with our response, you may file a complaint with the Commission d'accès à l'information du Québec at www.cai.gouv.qc.ca.

Policy Updates

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. We will post the updated policy on our website with a new "Last updated" date. We encourage you to review this policy periodically.