1. Scope
This Privacy Notice applies to personal information DrLoop processes through the public DrLoop website.
Depending on how you interact with the website, this may include information collected through:
- public webpages;
- Hospital partnership inquiries;
- Provider partnership applications or inquiries;
- general contact forms;
- support inquiries submitted through public website channels;
- privacy requests;
- legal or compliance inquiries;
- website security systems;
- cookies and similar technologies;
- website analytics where enabled.
Separate notices may apply when you use an authenticated DrLoop product or operational service.
2. The Public Website Is Not a Patient Record System
The public DrLoop website is not intended to function as:
- a Patient medical record;
- a Hospital clinical record;
- a medical chart;
- a Trip booking record;
- a clinical communication platform;
- an emergency communication system.
Unless DrLoop expressly provides a specific authorized secure workflow for that purpose, do not submit Patient or detailed health information through ordinary public website forms.
3. Do Not Submit Patient or Personal Health Information Through Public Business Forms
Public forms for:
- Hospital partnerships;
- Provider partnerships;
- business inquiries;
- general contact;
- demonstrations;
- consultations
are not intended for Patient information.
Do not submit through these forms:
- Patient names;
- Patient dates of birth;
- health card information;
- complete medical histories;
- diagnosis information;
- Patient Trip details;
- Patient Pickup or Destination information;
- Patient records;
- medical documents;
- other personal health information.
If an operational Patient matter needs to be addressed, use the applicable authorized DrLoop product or support process where available.
4. Information You Provide Directly
DrLoop may collect personal information that you voluntarily provide through the public website.
The information collected depends on the form or communication you choose to use.
This may include:
- name;
- work email address;
- telephone number;
- organization;
- job title or role;
- city;
- province;
- business information;
- information contained in your message;
- information reasonably necessary to respond to your inquiry.
Please provide only information reasonably necessary for the purpose of the communication.
5. Hospital Partnership Information
If you submit a Hospital, Facility or healthcare-organization partnership inquiry, DrLoop may collect business contact information such as:
- Hospital or Facility name;
- contact name;
- role or title;
- department or unit where applicable;
- work email address;
- work phone number;
- city;
- province;
- approximate organizational transportation needs;
- information included in the inquiry.
This information is intended to help DrLoop evaluate and respond to a potential organizational relationship.
Do not include Patient information in a public Hospital partnership inquiry.
6. Provider Partnership Information
If you submit a Transportation Provider application, partnership inquiry or similar business request, DrLoop may collect information such as:
- company name;
- contact name;
- role or title;
- work email address;
- work phone number;
- city;
- province;
- service area;
- fleet information;
- Vehicle types;
- transportation capabilities;
- general operational information;
- information included in the application or message.
DrLoop may use this information to evaluate, communicate about and potentially establish a Provider relationship.
Do not include Patient information in a public Provider application or partnership form.
7. General Contact Information
If you contact DrLoop through a general website form, we may collect information such as:
- name;
- email address;
- phone number where provided;
- subject;
- message;
- other information you choose to provide.
Please do not include unnecessary sensitive information in a general contact message.
8. Support Information
The public website may provide general support contact options.
If you submit a support request, DrLoop may process information reasonably necessary to:
- identify your issue;
- communicate with you;
- route the request appropriately;
- investigate the issue;
- provide support.
Where a concern relates to a specific DrLoop Go Trip, Driver Trip or authenticated product, use the applicable authorized in-product support process where available.
Do not send unnecessary Patient or medical information through a general public support form.
9. Privacy Requests
If you make a privacy request, DrLoop may collect information reasonably necessary to:
- identify you;
- verify your identity or authority;
- understand your request;
- locate relevant information;
- respond to the request;
- document how the request was handled.
A privacy request may involve:
- access;
- correction;
- consent withdrawal;
- account deletion;
- privacy complaint;
- question about personal information.
DrLoop will seek to use verification appropriate to the sensitivity of the information involved.
10. Information About Another Person
Do not provide another person's personal information through the website unless you have appropriate authority to do so.
Where a request relates to another individual, DrLoop may require reasonable verification of your authority before providing access, making changes or taking other privacy-related action.
11. Information Collected Automatically
When you visit the public website, certain technical information may be processed automatically.
Depending on the website configuration, this may include:
- IP address;
- browser type;
- operating system;
- device type;
- language;
- referring webpage;
- pages viewed;
- date and time of access;
- website interaction information;
- security events;
- technical logs;
- cookie or similar identifiers where applicable.
The exact information collected depends on the technologies actually enabled on the website.
12. Website Logs
DrLoop may maintain technical and security logs to support purposes such as:
- operating the website;
- maintaining security;
- detecting abuse;
- investigating technical problems;
- preventing fraud;
- protecting DrLoop systems.
Technical logs should not be intentionally enriched with Patient health information through public website forms.
13. IP Addresses
An IP address may be processed when your device communicates with the DrLoop website.
DrLoop may use IP-related information for purposes such as:
- website delivery;
- security;
- fraud prevention;
- technical troubleshooting;
- approximate regional understanding;
- protection against malicious traffic.
DrLoop does not treat an IP address as permission for unrelated surveillance.
14. Cookies and Similar Technologies
The public website may use cookies and similar technologies.
These technologies may support functions such as:
- website operation;
- security;
- remembering privacy choices;
- preferences;
- analytics where enabled.
Additional information is provided in the DrLoop Cookie Notice.
15. Essential Technologies
Certain technologies may be necessary to:
- provide the website;
- maintain security;
- remember privacy preferences;
- prevent abuse;
- maintain basic functionality.
Where a technology is genuinely necessary for an expressly requested website function, it may operate as required for that function.
16. Analytics
Where website analytics are enabled, DrLoop may use analytics information to understand matters such as:
- website performance;
- general page usage;
- navigation patterns;
- technical errors;
- aggregate website engagement.
Optional analytics should be handled in accordance with DrLoop's applicable cookie and consent practices.
DrLoop does not intend public website analytics to receive Patient medical information.
17. Sensitive Information and Analytics
DrLoop does not intend analytics tools to collect the contents of:
- Patient information;
- health information;
- diagnosis information;
- detailed privacy requests;
- sensitive support messages
through ordinary website tracking.
Public forms should be configured to reduce unnecessary exposure of form contents to analytics and similar technologies.
18. Advertising and Sensitive Information
DrLoop does not use Patient medical information or health-related information submitted through the public website to create behavioural advertising profiles.
DrLoop does not intend to create advertising audiences based on categories such as:
- Wheelchair use;
- Stretcher use;
- Oxygen requirements;
- diagnosis;
- disability;
- other sensitive transportation or health-related information.
19. Marketing Technologies
If DrLoop introduces optional marketing or advertising technologies on the public website, DrLoop will assess applicable:
- notice;
- consent;
- cookie;
- privacy
requirements before using those technologies.
A general Privacy Notice should not be treated as unlimited permission for unrelated behavioural tracking.
20. Form Content and Tracking
The content entered into public website forms should not be intentionally captured by website analytics, advertising pixels or session-replay technologies merely for general marketing or analytics purposes.
Where technical tools interact with website forms, DrLoop should configure those tools according to the sensitivity and purpose of the information.
21. Session Replay and Similar Technologies
If DrLoop introduces technology capable of reproducing or recording detailed website interactions, DrLoop will assess the privacy impact and applicable disclosure or consent requirements before enabling it.
Sensitive form contents should not be exposed to such tools merely for convenience.
22. How DrLoop Uses Website Personal Information
DrLoop may use personal information collected through the public website where reasonably necessary to:
- provide and operate the website;
- respond to inquiries;
- communicate with prospective Hospital partners;
- communicate with prospective Transportation Providers;
- evaluate partnership requests;
- process Provider applications;
- provide general support;
- respond to privacy requests;
- communicate about requested services;
- maintain website security;
- detect abuse or fraud;
- troubleshoot technical problems;
- improve website reliability;
- understand general website usage;
- maintain business records;
- comply with applicable legal requirements;
- protect DrLoop and others from legitimate security or legal risks.
23. We Limit Collection
DrLoop seeks to collect only personal information reasonably necessary for an identified legitimate purpose.
A public website form should not ask for sensitive information merely because it might become useful later.
Where business-level information is sufficient, DrLoop does not intend to request Patient-level information.
24. Purpose Limitation
Personal information collected for one purpose should not automatically be used for a materially unrelated purpose.
If DrLoop proposes a materially different use, DrLoop will assess whether additional:
- notice;
- consent;
- choice
is appropriate or required.
25. Hospital Inquiries
Information submitted through a Hospital partnership form may be used to:
- respond to the inquiry;
- understand the organization's general transportation needs;
- arrange a consultation;
- evaluate potential fit;
- communicate regarding onboarding or partnership discussions;
- maintain appropriate business records.
Submitting an inquiry does not itself establish an operational Hospital relationship.
26. Provider Applications
Provider application or partnership information may be used to:
- evaluate the organization;
- understand service areas;
- understand Vehicle or transportation capabilities;
- communicate about requirements;
- conduct appropriate onboarding review;
- communicate about commercial discussions;
- maintain appropriate business records.
Additional information may be collected later through a separate authorized Provider onboarding process.
27. Business Communications
If you contact DrLoop about a potential business relationship, DrLoop may use the contact information you provide to communicate about that request.
This may include:
- responding to questions;
- arranging meetings;
- sending requested information;
- following up on the inquiry;
- communicating about a potential relationship.
28. Optional Marketing Communications
Where DrLoop sends optional marketing or promotional communications, DrLoop will provide applicable choices or unsubscribe mechanisms as required.
A person who contacts DrLoop for operational or support purposes should not automatically be treated as having agreed to unrelated marketing uses where additional consent is required.
29. Operational Communications Are Different
Certain communications may be necessary to respond to a request you made.
Examples include:
- replying to a partnership inquiry;
- confirming receipt of a form;
- responding to a privacy request;
- communicating about a support request.
These communications are different from optional promotional marketing.
30. Information Shared Within DrLoop
Personal information may be accessible to authorized DrLoop personnel where reasonably necessary for their roles.
This may include teams responsible for:
- partnerships;
- Provider onboarding;
- Hospital relationships;
- support;
- privacy;
- security;
- legal or compliance;
- website administration;
- technical operations.
Access to sensitive information should be limited according to legitimate need.
31. Service Providers
DrLoop may use service providers to support the public website and related functions.
Depending on DrLoop's production systems, service providers may support functions such as:
- website hosting;
- cloud infrastructure;
- form processing;
- email delivery;
- communications;
- security;
- analytics;
- technical monitoring;
- customer or business relationship management.
DrLoop seeks to provide service providers only information reasonably necessary for the services they perform.
32. Service Provider Accountability
Where another organization processes personal information on DrLoop's behalf, DrLoop seeks to use appropriate contractual, technical and organizational measures based on:
- the information involved;
- sensitivity;
- purpose;
- associated risks.
Use of a service provider does not automatically make personal information available for the service provider's unrelated purposes.
33. Hospital or Provider Sharing
Submitting an inquiry to DrLoop does not automatically authorize DrLoop to distribute your information to unrelated Hospitals or Transportation Providers.
Information may be shared with another organization where reasonably necessary for an authorized relationship, request or legitimate purpose and consistent with applicable requirements.
34. Legal and Regulatory Disclosures
DrLoop may preserve, use or disclose personal information where required or permitted by applicable law.
This may include circumstances involving:
- lawful legal process;
- court orders;
- regulatory requirements;
- fraud;
- security incidents;
- emergencies;
- protection of legal rights;
- protection of individuals or DrLoop systems.
DrLoop seeks to limit sensitive information to what is appropriate for the applicable purpose.
35. Business Transactions
If DrLoop is involved in a proposed or completed:
- merger;
- acquisition;
- financing;
- restructuring;
- sale of business or assets,
personal information may be handled as permitted by applicable law and subject to appropriate safeguards.
A business transaction does not authorize unrelated use of personal or sensitive information.
36. Processing Outside Ontario or Canada
DrLoop may use service providers that process or store personal information outside Ontario or outside Canada.
Where information is processed in another jurisdiction, it may be subject to the laws applicable in that jurisdiction.
DrLoop considers matters such as:
- sensitivity;
- purpose;
- contractual protections;
- security safeguards
when managing service-provider relationships.
37. No Absolute Data-Residency Promise
Unless DrLoop expressly confirms otherwise for a specific service, this Privacy Notice does not promise that all website information will remain physically stored only in Ontario or Canada.
DrLoop's public statements concerning data location should reflect the actual production infrastructure being used.
38. No Sale of Sensitive Patient Information
DrLoop does not sell Patient health information submitted through the public website for behavioural advertising purposes.
Public business forms are not intended to collect Patient health information in the first place.
39. Unexpected Sensitive Information
If someone submits sensitive Patient or health information through a public website channel that was not designed to receive it, DrLoop may take appropriate steps such as:
- restricting access;
- redirecting the matter to an authorized process;
- deleting information that is not reasonably required;
- retaining limited information where legitimately required.
Receiving sensitive information unexpectedly does not create a reason to use it for unrelated purposes.
40. Accuracy
DrLoop seeks to maintain personal information that is sufficiently accurate, complete and current for the purposes for which it is used.
You may request correction of personal information where appropriate.
Business contacts are encouraged to notify DrLoop when relevant contact information materially changes.
41. Retention
DrLoop retains website personal information only for as long as reasonably necessary for the purposes for which it was collected and applicable:
- business;
- legal;
- security;
- contractual;
- financial;
- dispute-resolution
requirements.
Different categories of information may have different retention periods.
42. Form Submission Retention
Information submitted through:
- Hospital inquiries;
- Provider inquiries;
- contact forms;
- support requests
may be retained while DrLoop:
- responds;
- evaluates the request;
- communicates about a potential relationship;
- maintains appropriate business records;
- resolves a related matter.
Information should not be retained indefinitely merely because storage is available.
43. Unsuccessful or Inactive Partnership Inquiries
If a potential partnership does not proceed, DrLoop may retain limited information for an appropriate period where reasonably necessary for:
- business records;
- follow-up;
- legal matters;
- preventing duplicate or fraudulent submissions;
- another legitimate purpose.
Information that is no longer reasonably required should be deleted, de-identified or otherwise appropriately handled.
44. Technical and Security Logs
Technical or security logs may be retained for periods appropriate to purposes such as:
- security;
- fraud prevention;
- troubleshooting;
- system integrity;
- investigation of malicious activity.
DrLoop should not retain identifiable logs indefinitely without a legitimate purpose.
45. Analytics Retention
Where analytics are used, retention should be limited according to:
- the legitimate analytics purpose;
- website configuration;
- applicable privacy choices;
- service-provider settings.
DrLoop should periodically evaluate whether identifiable analytics information remains necessary.
46. Privacy Request Records
DrLoop may retain appropriate information documenting privacy requests and how they were handled.
This may include:
- request date;
- identity-verification record;
- nature of the request;
- actions taken;
- completion information.
These records may be necessary for privacy accountability and security.
47. De-Identified and Aggregated Information
DrLoop may retain information that has been appropriately de-identified or aggregated so that it is no longer reasonably associated with an identifiable individual.
Such information may be used for legitimate purposes such as:
- website analysis;
- operational planning;
- service improvement;
- aggregate reporting.
DrLoop should use appropriate measures where information is represented as de-identified or anonymous.
48. Security
DrLoop uses administrative, technical and organizational safeguards designed to protect personal information according to its sensitivity.
Depending on the system and information, safeguards may include measures involving:
- authentication;
- access controls;
- encryption;
- secure communications;
- logging;
- infrastructure security;
- software security;
- incident response;
- personnel controls.
No website or digital system can guarantee absolute security.
49. Access Controls
Personal information should be accessible only to people whose authorized roles reasonably require access.
For example:
- Provider partnership information should not automatically be available to unrelated personnel;
- privacy requests should be restricted appropriately;
- sensitive information accidentally received should be handled with heightened care.
Technical access does not create permission for unrelated use.
50. Security Incidents
DrLoop maintains processes intended to identify and respond to privacy and security incidents.
Where required by applicable law, DrLoop will take applicable steps concerning:
- investigation;
- containment;
- documentation;
- notification;
- reporting.
Individuals should promptly notify DrLoop if they reasonably believe personal information submitted through the website has been compromised.
51. Third-Party Links
The website may contain links to third-party services or websites.
When you leave the DrLoop website, another organization's:
- privacy policy;
- cookie practices;
- terms
may apply.
DrLoop's Website Privacy Notice does not govern personal information independently collected by an unrelated third-party website.
52. App Store Links
DrLoop may link to external services such as:
- Apple App Store;
- Google Play;
- other authorized platforms.
Those platforms operate under their own privacy practices.
DrLoop's Website Privacy Notice does not replace the privacy information applicable to those external services.
53. Social Media
If you interact with DrLoop through an external social-media platform, that platform may independently process information according to its own policies.
Do not send unnecessary Patient or sensitive medical information through public social-media messages or comments.
54. Children and Public Business Forms
DrLoop's public partnership and business forms are intended primarily for individuals authorized to communicate with DrLoop concerning a business, organizational or support purpose.
DrLoop does not design public Hospital or Provider partnership forms to collect information directly from children.
Do not submit personal information about a child through a public business form unless you have appropriate authority and the information is genuinely required for an authorized purpose.
55. Access Requests
You may request access to personal information DrLoop holds about you, subject to applicable law and permitted exceptions.
DrLoop may need to verify your identity before providing access.
Verification requirements may be higher where the requested information is sensitive.
56. Correction Requests
You may request correction of personal information that is inaccurate or incomplete.
Where the information is an accurate historical business or security record, DrLoop may preserve the original record while documenting an appropriate correction or update where applicable.
57. Withdrawal of Consent
Where DrLoop relies on consent that may lawfully be withdrawn, you may withdraw that consent subject to applicable:
- legal restrictions;
- reasonable notice;
- legitimate requirements.
Withdrawal may affect functionality that relies on the applicable information.
Withdrawal does not necessarily require deletion of information DrLoop remains legally required or permitted to retain.
58. Deletion Requests
You may request deletion of website personal information where applicable.
Deletion is subject to legitimate retention requirements.
DrLoop may retain limited information where reasonably necessary for matters such as:
- legal requirements;
- security;
- fraud prevention;
- business records;
- disputes;
- another legitimate purpose.
DrLoop Go account deletion is governed separately by the DrLoop Go Account & Data Deletion process.
59. Cookie Choices
Where optional website cookies or similar technologies require a choice, DrLoop may provide a cookie preference interface allowing you to manage applicable categories.
Changing a cookie preference may affect future tracking but may not automatically delete information already lawfully collected or retained.
See the DrLoop Cookie Notice for more information.
60. Marketing Preferences
Where you receive optional DrLoop marketing communications, you may use the applicable unsubscribe or preference mechanism.
Changing marketing preferences does not necessarily prevent DrLoop from sending communications reasonably necessary to:
- respond to your request;
- address security;
- handle privacy requests;
- administer an existing business relationship;
- comply with law.
61. Privacy Complaints
You may contact DrLoop if you have a concern about how personal information has been:
- collected;
- used;
- disclosed;
- accessed;
- retained;
- protected.
DrLoop may request information reasonably necessary to understand and investigate the concern.
62. Privacy Accountability
DrLoop maintains responsibility for privacy practices concerning personal information under its control.
DrLoop seeks to maintain policies and processes addressing matters such as:
- identified purposes;
- access;
- safeguards;
- retention;
- privacy requests;
- complaints;
- service providers;
- privacy and security incidents.
63. Different DrLoop Privacy Notices
This Website Privacy Notice applies to the public website.
Separate notices may apply to:
DrLoop Go
For Rider and DrLoop Go information.
DrLoop Driver
For Driver information and Driver location.
Hospital Portal
For authorized Hospital workflows.
Provider Portal
For authorized Transportation Provider workflows.
Where information moves between DrLoop products for an authorized operational purpose, the applicable privacy documentation and permissions should reflect that use.
64. Relationship to Health Information
DrLoop's public website forms are intentionally separated from operational Patient transportation workflows.
This Privacy Notice should not be interpreted as stating that DrLoop has a particular legal status under health privacy legislation in every relationship.
DrLoop's specific role regarding Patient information may depend on:
- the applicable service;
- the organization involved;
- information flows;
- contracts;
- applicable law.
DrLoop does not claim through this Website Privacy Notice that the public website is a clinical or health-record system.
65. Changes to This Privacy Notice
DrLoop may update this Privacy Notice as:
- the website changes;
- forms change;
- cookies or analytics change;
- service providers change;
- privacy practices change;
- applicable requirements change.
The current version will display its:
Effective Date
and:
Last Updated
Where a change materially affects how personal information is collected, used or disclosed, DrLoop may provide additional notice or obtain additional consent where appropriate or required.
66. Previous Versions
DrLoop may retain previous versions of this Privacy Notice for:
- accountability;
- legal;
- compliance;
- recordkeeping;
- dispute-resolution
purposes.
The version currently displayed on the website is the current public version unless otherwise stated.
67. Contact
For questions, privacy requests or complaints concerning personal information handled through the public DrLoop website:
DrLoop Inc.
Privacy Inquiry
info@drloop.ca
Please do not send unnecessary Patient or medical information through ordinary email.
Where your request involves sensitive information, DrLoop may ask you to use an appropriate secure process rather than sending that information through ordinary email.
For general support, use the applicable DrLoop support process.
For matters relating to a specific DrLoop Go Trip, use the support options associated with that Trip where available.
For an immediate medical emergency or immediate danger, contact the appropriate local emergency service.