Overview
RecoveryRoute helps people explore treatment programs, submit booking requests, communicate with providers, and contact our team for support. We collect and use information only as needed to operate these services, protect users, and respond to requests. We improve usability, content, search, and platform performance using operational, aggregated, de-identified, or anonymized information where appropriate.
Information we collect
The information we collect depends on how you use RecoveryRoute.
- Contact details, such as name, email address, phone number, and organization information.
- Booking and treatment request information, such as program interest, requested dates, treatment or recovery needs you choose to provide, personal circumstances relevant to the request, reference codes, and booking status.
- Provider account and listing details, such as centre information, program content, photos, and pricing.
- Support and inquiry details submitted through forms or direct communications.
- Technical and usage information, such as browser details, pages visited, device data, and log data.
Sensitive information
Some booking or support flows may involve information connected to health, treatment needs, recovery goals, or personal circumstances. We treat this information carefully and use it only to support the request, coordinate with relevant providers, operate the service, or meet legal and safety obligations.
How we use information
We use information to provide and improve RecoveryRoute, including to:
- Display program and centre information.
- Process booking requests and related status updates.
- Connect patients or families with providers when appropriate.
- Respond to support, business, provider, and general inquiries.
- Maintain platform security, troubleshoot issues, and prevent misuse.
- Send transactional emails or service-related notices.
- Improve usability, content, search, and platform performance using operational, aggregated, de-identified, or anonymized information where appropriate.
Payments
Payment steps may be handled by a third-party payment processor. RecoveryRoute may receive payment status, reference, and transaction-related information needed to confirm deposits, refunds, cancellations, or booking status, but we do not store full payment card details.
Retention
Identifiable treatment and booking request information is kept only as long as needed to operate and support the booking process. Our ordinary retention schedule removes sensitive treatment details within two months and identifying patient information within six months after a completed booking. Abandoned or incomplete requests are cleared sooner. We may keep information longer when the law requires it or when it is reasonably needed for an active dispute, fraud investigation, or legal claim.
Transaction, accounting, provider, security, and other business records may be kept longer for legitimate business or legal purposes. When personal information is no longer needed, we securely destroy it. We may retain aggregated statistics or other information that no longer constitutes personal information where appropriate.
Security
We use reasonable technical and organizational safeguards designed to protect personal information. No online service can guarantee perfect security, so users should also protect their accounts, devices, and email.
Your choices and requests
You may ask to access or correct your personal information, request deletion where applicable, withdraw consent to certain uses or disclosures when consent is the legal basis, and request qualifying computerized personal information in a structured, commonly used technological format. We may need to verify your identity before responding. A request may be limited where permitted or required by law.
Québec residents may also contact our Privacy Officer about access, rectification, consent withdrawal, data portability, or a privacy complaint.
Privacy governance and complaints
Our privacy practices assign responsibility for personal information throughout its lifecycle. Our internal policies cover:
- who may access personal information and the responsibilities of staff and service providers;
- how information is protected, retained, removed, and securely destroyed; and
- how privacy questions, rights requests, and complaints are received, reviewed, documented, and answered.
Our Privacy Officer oversees these practices. We review complaints fairly and respond within the time required by applicable law. We may update this policy as RecoveryRoute changes. When we do, we will revise the effective date and provide additional notice where appropriate.
Contact the Privacy Officer
For a privacy question, rights request, or complaint, contact:
Privacy Officerprivacy@recoveryroute.caPlease explain your concern and include enough information for us to understand and respond to it. The Privacy Officer will acknowledge and review the matter, may contact you for more information, and will explain the outcome or any available next steps.