Client Care, Privacy Policy & Terms and Conditions

Terms and Conditions, Privacy Policy, and Client Rights Statement

 

1. Introduction

​

Therapy Uninterrupted Inc. (the "Clinic," "we," "us," or "our") operates www.therapyuninterrupted.ca and associated social media platforms (together, the "Site") and provides psychotherapy and social work services from Ontario, Canada. The Clinic is owned and operated by Haley Moore (Ontario Incorporation Number 1000739061).

​

This document sets out three things in one place: (A) how we collect, use, disclose, and protect your personal information and personal health information ("PHI"); (B) the terms that govern your use of the Site itself; and (C) your rights and responsibilities as a client of the Clinic, including how to reach the professional regulatory colleges that oversee our clinicians.

​

Governing law: This document is written to comply with the Personal Health Information Protection Act, 2004 ("PHIPA"), Ontario's health-sector privacy law, which takes precedence over general commercial privacy law for anything involving your health information. Where PHIPA does not apply (for example, general website analytics or marketing contacts who are not clients), the federal Personal Information Protection and Electronic Documents Act ("PIPEDA") and Canada's Anti-Spam Legislation ("CASL") apply instead.

​

By using the Site or receiving services from the Clinic, you acknowledge that you have read and understood this document. If you do not agree with it, please do not use the Site, and raise any concerns with us directly using the contact information in Section 25.

​

2. Definitions

​

• "Health Information Custodian" or "Custodian": A person or organization, such as this Clinic, who has custody or control of personal health information as a result of providing health care.

• "Personal Health Information" or "PHI": Identifying information about an individual that relates to their physical or mental health, the health care they have received, or payment for that care, as defined under PHIPA.

• "Personal Information": Information about an identifiable individual that is not PHI (for example, a newsletter subscriber's name and email address).

• "Circle of Care": The group of clinicians and staff directly involved in your treatment who may rely on your implied consent to share PHI for the purpose of providing you care, unless you have expressly withdrawn that consent.

• "Privacy Officer": The individual at the Clinic responsible for ensuring compliance with this Privacy Policy and PHIPA, named in Section 25.

 

 

PART A — PRIVACY POLICY

3. Our Commitment to Your Privacy

 

As a regulated health clinic, our Clinic Director, Haley Moore, is the Health Information Custodian (HIC) under PHIPA. Each Independent Contractor (therapist) is also responsible for upholding the standards of PHIPA, protecting PHI, and their Regulatory College (e.g. OCSWSSW, CRPO). This section is our written public statement under PHIPA describing how we collect, use, and disclose personal health information, and how you can exercise your rights regarding it. Where our services or website also touch personal information that is not PHI, our practices are additionally guided by PIPEDA.

​

4. Information We Collect and Why

 

We collect information necessary to provide clinical services, run the Site, and communicate with you, including:

• Contact and intake information you provide (name, email, phone, address, emergency contact) when booking services, registering for a webinar, or contacting us;

• Clinical information you share with your clinician in the course of therapy, including history, diagnoses (where applicable), treatment goals, and session notes;

• Billing information needed to process payment for services;

• Technical information collected automatically through the Site (see Section 8, Cookies and Website Tracking); and

• Newsletter subscriber information, collected only if you opt in (see Section 9).

 

We collect personal information and PHI only for purposes connected to providing you care, operating the Clinic, and communications you have agreed to receive. We do not sell or rent client information or PHI to third parties, ever.

​

5. Consent

 

Different rules apply depending on whether information is being used within your care team or shared outside it:

​

Implied consent within your circle of care: Your clinician may assume your implied consent to share relevant PHI with other clinicians or administrative staff at the Clinic directly involved in your treatment, unless you tell us otherwise.

​

Express consent for anything else: We will obtain your express, informed and written consent before disclosing your PHI to anyone outside your circle of care, including other health care providers, insurers, or third parties, except where PHIPA permits or requires disclosure without consent (for example, where required by law, in a medical emergency, or in response to a valid court order).

​

Withdrawing consent: You may withdraw or place conditions on your consent at any time by notifying your clinician or our Privacy Officer in writing. Withdrawing consent may limit our ability to provide certain services, which we will explain to you at the time.

​

The specific scope of consent for your treatment, including any restrictions you wish to place on particular information, is documented in your Initial Intake Session with your therapist.

​

6. How We Use and Disclose Your Information

​

We use and disclose your information only as permitted or required by PHIPA and PIPEDA, including to:

• Provide and coordinate your treatment;

• Process billing and payment;

• Meet our professional, legal, and regulatory obligations, including to the OCSWSSW, the CRPO, and other applicable authorities;

• Respond to a valid legal requirement, such as a court order, subpoena, or a duty to report under law (for example, a risk of serious harm to yourself or others, or a duty to report under the Child, Youth and Family Services Act);

• Communicate with you about your care, your account, or (with your separate consent) our newsletter; and

• Improve the Site, in aggregate, de-identified form only.

 

We do not use or disclose more information than is reasonably necessary for the identified purpose.

​

7. Third-Party Service Providers and Cross-Border Storage

​

We use third-party service providers to help operate the Clinic and Site. Some of these providers store or process data outside of Canada, most commonly in the United States, which means that information may be accessible to foreign courts, law enforcement, or national security authorities under the laws of that jurisdiction.

​

Email newsletter (Mailchimp): If you subscribe to our newsletter, your contact information is stored on Mailchimp's servers, which may be located outside Canada. Mailchimp acts as our processor and is contractually restricted from using your information for its own purposes.

​

Phone meetings (Zoom): Where sessions are conducted by phone, and at times video, we use Zoom Workplace under its business/health-oriented policies. Calls and voicemails to the Clinic's Zoom account are not transcribed, and AI features are not enabled on the Clinic's Zoom account. Zoom's own privacy practices govern its handling of session data; we encourage you to review them directly.

​

Video sessions (OWL Practice): Where sessions are conducted by video, we use OWL Practice for our video sessions. We also use this platform for scheduling, billing, payment processing through Stripe integration for credit card payments (if desired), and record-keeping.

​

Video sessions (doxy.me): Where sessions are conducted by video, and OWL Practice does not work for our clients or is unavailable for any reason, we use doxy.me for video sessions. Doxy.me’s own privacy practices govern its handling of session data; we encourage you to review them directly.

​

We select service providers that offer contractual and technical safeguards appropriate to the sensitivity of the information involved, and we limit what we share with them to what is necessary for the service they provide.

​

8. Cookies and Website Tracking

​

The Site may use cookies and similar technologies to understand aggregate traffic patterns and improve the browsing experience. This information is compiled in a de-identified, aggregated form. You may decline cookies through your browser settings; doing so may limit access to certain features of the Site. Cookie-based tracking data is separate from, and must never be linked to, your clinical PHI.

​

9. Newsletter and Email Communications

​

Our newsletter, launched in Fall 2024, is opt-in only. If you subscribe using our contact form, your information is stored via Mailchimp and accessed by Clinic administrators for the sole purpose of sending you the newsletter. In line with Canada's Anti-Spam Legislation (CASL), every newsletter email will:

• Clearly identify Therapy Uninterrupted Inc. as the sender;

• Include our contact information and mailing address; and

• Provide a functioning one-click unsubscribe mechanism.
   

You may revoke consent to receive the newsletter at any time by using the unsubscribe link or contacting us directly. Revoking newsletter consent does not affect clinical communications related to your care.

​

10. Safeguarding Your Information

​

We take reasonable administrative, physical, and technical steps to protect your personal information and PHI against theft, loss, and unauthorized access, use, disclosure, copying, modification, or disposal, including:

• Restricting access to client records to staff and clinicians directly involved in your care;

• Use of password-protected, encrypted practice-management and file-storage systems;

• Confidentiality and privacy training for all staff and clinicians; and

• Secure storage and disposal practices for both physical (if used) and electronic records.

 

11. Retention and Destruction of Records

 

We retain clinical records for the period required by our regulatory colleges and by law, which is a minimum of ten (10) years from the date of your last contact with the Clinic, or, for clients who were minors at the time of service, ten (10) years from the date they reach the age of majority. When the retention period expires, records are securely destroyed.

​

12. Your Right to Access and Correct Your Records

​

You have the right to request access to your own records of personal health information, and to request that we correct any information you believe is inaccurate or incomplete. To make a request:

• Submit your request in writing to your therapist or the Clinic Director using the contact information in Section 25;

• We will respond within 30 days, as required by PHIPA. If we need more time, we will notify you and explain why;

• If we cannot locate a requested record, or must deny a request (for example, where disclosure could reasonably be expected to result in a risk of serious harm), we will provide written notice explaining the reason and your right to challenge that decision; and

• A reasonable fee may apply for copying or transferring records, which we will disclose to you in advance.

 

13. Breach Notification

 

If we become aware of the theft, loss, or unauthorized use or disclosure of your personal health information, we will notify you at the first reasonable opportunity, explain what happened, and describe the steps we are taking in response. We will also let you know any actions that you are able to take depending on the type of breach that occurred. Where required by PHIPA, we will also report the breach to the Information and Privacy Commissioner of Ontario, either immediately or through our annual reporting obligations, depending on the nature and severity of the breach.

​

14. How to Make a Complaint

​

We want to know if you have any concern about how your information has been handled. You have the right to complain through any or all of the following channels, and using one does not prevent you from using another:

​

1. The Clinic directly: Contact our Clinic Director using the details in Section 25. We take every complaint seriously and will work with you to resolve it.

​

2. Your clinician's regulatory college: If your concern relates to the professional conduct of a specific clinician, you may file a complaint with the college that regulates them (see Section 24 for OCSWSSW and CRPO contact information).

​

3. The Information and Privacy Commissioner of Ontario (IPC): You have the right to complain to the IPC if you believe your personal health information has been collected, used, or disclosed in violation of PHIPA.

Information and Privacy Commissioner of Ontario
2 Bloor Street East, Suite 1400, Toronto, ON M4W 1A8
Toronto area: 416-326-3333 | Toll-free: 1-800-387-0073 | TTY: 416-325-7539

​

PART B — WEBSITE TERMS OF USE

 

15. Acceptance of Terms

 

This Part B governs your use of the Site as a website, separate from the clinical consent and informed-consent obligations that apply once you become a client (which are governed by your Consent Form and Part C below). Continued use of the Site indicates your acceptance of these terms as they may be amended from time to time; if you do not agree, please discontinue use of the Site.

​

16. Intellectual Property

​

All content on the Site — including text, images, logos, and downloadable files — is the property of Therapy Uninterrupted Inc. and its creators. You may view and use Site materials for personal, non-commercial reference only, and may not alter, distribute, or republish them without our written authorization. We welcome feedback about the Site, but unsolicited suggestions are not treated as confidential and may be used by us without obligation or compensation to you.

​

17. External Links

​

The Site may link to third-party websites or services that we do not own or control. We are not responsible for the content, policies, or privacy practices of any linked third-party site. Please review the terms of any third-party site before using it.

​

18. Educational Content Is Not a Substitute for Therapy

​

General articles, resources, or information published on the Site (as opposed to services delivered to you as a client) are provided for educational purposes only and do not constitute therapy, medical advice, or a clinician-client relationship. Reading Site content does not replace an assessment by, or ongoing care from, a qualified professional. If you are in crisis, please contact emergency services or a crisis line rather than relying on Site content.

​

Note: Haley Moore is a Registered Social Worker in Ontario; other Clinic clinicians are Registered Social Workers or Registered Psychotherapists as identified in Section 24. Regardless of title, general Site content is educational only. Your actual treatment relationship, its scope, and its risks and benefits are governed by the Consent Form you complete at intake, not by this Site.

​

19. Disclaimers

​

Except for our obligations regarding the clinical services we provide to you as a client, which are governed by professional standards, your Intake Form and Consent Form, and applicable law, general Site content is provided on an "as-is" basis without warranties of any kind, and we do not guarantee its accuracy, completeness, or currency.

​

20. Limitation of Liability

​

To the extent permitted by law, this limitation applies to your general use of the Site as a source of information (browsing, reading articles, using booking tools) and does not limit or exclude any liability that cannot lawfully be excluded, including liability for negligence in the provision of clinical services, which is separately governed by professional standards of care, applicable legislation, and your Consent Form.

Subject to that carve-out, Therapy Uninterrupted Inc. and our directors, officers, agents, employees, and affiliates are not liable for damages arising from your general use of the Site as an informational resource.

​

21. Indemnity

​

Except where prohibited by law, and except with respect to the clinical services governed by your Consent Form, you agree to indemnify Therapy Uninterrupted Inc. and our directors, officers, agents, therapists/clinicians, employees, and affiliates against claims, losses, or expenses arising from your misuse of the Site itself (for example, violating these Terms of Use or applicable law in your use of the Site). This does not extend to claims arising from the clinical care you receive from our Clinic’s therapists.

​

22. Changes to These Terms

​

We may update this document from time to time to reflect changes in the law or in how we operate. The "Effective Date" at the end of this document reflects the most recent revision. We encourage you to review this page periodically.

​

23. Governing Law

​

This document is governed by the laws of the Province of Ontario and the applicable federal laws of Canada. Disputes will be addressed through mediation in Toronto, Ontario. If any provision is found unenforceable, the remaining provisions remain in effect.

 

PART C — CLIENT RIGHTS, RESPONSIBILITIES & REGULATORY OVERSIGHT

​

24. Our Regulatory Colleges

 

Clinicians at Therapy Uninterrupted Inc. are regulated by one of the following colleges, depending on their profession. You can verify any clinician's registration status directly with the relevant college, and each college accepts complaints from the public about a registrant's conduct or care.

​

​

​​​​​​​​

​

​

​

​

​

​

​

 

At your Initial Intake Session, your clinician will confirm which college regulates them and provide you with a copy of, or access to, the code of ethics that governs their practice, upon request. If a therapist is regulated by more than one college, you may direct a complaint to any college where they hold registration.

​

25. Client Care Policy and Contact Information

​

We encourage all clients to give us feedback, positive and negative, so we can provide the best possible care. If you are not satisfied with your services, whether due to a mismatch with your therapist, a concern about your therapist's practice, or a concern about the Clinic generally, please let us know using the contact information below. We will do our best to support you in resolving any concerns.

​

Our designated Privacy Officer, responsible for PHIPA compliance and handling privacy-related requests and complaints, is:

​

Haley Moore, Clinic Director & Privacy Officer

Therapy Uninterrupted Inc.
2345 Yonge Street, P.O. Box 26072, Toronto, Ontario, M4P 0A8
Telephone: 647-872-9865 x 1
Email: haley@therapyuninterrupted.ca

​

26. Client Rights

​

Clients of Therapy Uninterrupted Inc. have the right to:

• Receive specific information about your clinician's qualifications including education, experience, areas of expertise, scope of practice, and Regulatory College before obtaining services;

• Obtain a copy of, or access to, the code of ethics your clinician must follow, upon request;

• Receive an explanation of services offered, time commitments, potential risks and benefits, fee scales, and billing policies, documented in the Intake Form and Consent Form prior to your Initial Intake Session;

• Obtain copies of, and request corrections to, your records, as outlined in Section 12 and your Consent Form;

• Ask your clinician questions about their techniques, training, and approach during your Initial Intake Session;

• Collaboratively establish goals and a treatment plan with your clinician;

• Receive ongoing, evidence-based, supportive therapy that is free from harm;

• Have your information kept with the highest degree of confidentiality, subject to the limited exceptions explained in writing in your Consent Form and verbally at intake;

• Be notified of any theft, loss, or unauthorized use or disclosure of your PHI, as described in Section 13;

• Terminate the therapeutic relationship at any time, for any reason; and

• Raise any concern or complaint with the Clinic, the applicable regulatory college, and/or the Information and Privacy Commissioner of Ontario, as described in Section 14.

 

27. Client Responsibilities

​

To help the Clinic run effectively and support your own care, clients agree to:

• Attend all scheduled appointments and inform your clinician as soon as possible if you cannot attend (late-cancellation or no-show fees, if any, will be explained in your Consent Form);

• Inform your clinician at intake of any prior services, diagnoses, or relevant history that may affect your care;

• Pay invoices at the time of service using an accepted payment method;

• Participate fully in sessions and complete any between-session actions agreed upon with your clinician;

• Tell your clinician about any challenges you're having in meeting your treatment goals;

• Avoid placing your clinician or other Clinic staff in avoidable ethical or legal dilemmas; and

• Follow the other policies and procedures outlined in your Consent Form.

 

 

Effective Date

 

August 21st, 2026. This document replaces all prior versions of the Clinic's Terms and Conditions and Privacy Policy.