Privacy Policy

1. Scope of This Policy

This Privacy Policy applies to:

• Visitors to our website
• Individuals who contact us through online forms, email, or phone
• Individuals who inquire about or book services online

2. Information We Collect

a) Information You Provide Directly

We may collect personal information when you:

• Submit a contact or inquiry form
• Request information about our services
• Book or request an appointment
• Communicate with us by email, phone, or text.

This information may include:

• Name
• Email address
• Phone number
• Birth date
• Address
• Preferred contact method
• General inquiry details
• How you learned about our services

b) Sensitive Personal Information

Some communications with us may include sensitive personal information, including mental health-related details. We treat this information with heightened care and limit access to those who need it to provide services.

We encourage visitors not to include highly sensitive or urgent clinical details through website forms and instead include them in your online intake form or discuss these matters directly with a clinician.

c) Payment Information

If payment or deposits are collected online, we may collect limited payment-related information to process transactions.

Payment processing is handled through a secure third-party processor, One Life does not store full credit card information.

We may disclose information that identifies you so that treatment and services you receive may be billed by us to a third party. For example, your health plan may need to know about treatment you received so they will pay us for the services provided. We may also disclose your medical insurance information to obtain prior approval from your health plan. 

d) Website Usage & Technical Information

When you visit our website, we may automatically collect certain technical information, including:

• IP address
• Browser type
• Device information
• Pages visited
• Date and time of visits
• Referring websites

This information helps us understand how our website is used and improves performance.

3. Cookies, Analytics & User Experience Tools

Our website may use cookies and similar technologies to support basic functionality and understand how visitors interact with the site.

These may include:

• Functional cookies required for the website to operate
• Analytics or performance tools, such as usage statistics, heatmaps, or session recordings, to help improve usability and design

Advertising, Analytics, and Measurement

When user experience tools are used, they are configured to mask form fields and avoid intentionally capturing sensitive personal information.

You can adjust cookie settings through your browser preferences.

We use Google Ads conversion tracking to understand whether our advertising helps people take meaningful actions on our website, such as completing an online booking request.

When a conversion is recorded, it is used for measurement and reporting (for example, to understand which ads or keywords lead to booking requests). We configure our tracking to avoid intentionally collecting or sharing the contents of forms or messages, and we do not send Google sensitive personal information such as mental health details.

Because our services relate to counselling, we take additional steps to reduce privacy risk. The conversion event is intended to indicate only that a booking action was completed, without including clinical details.

Audience Lists Based on Website Visits

We may create audience lists based on visits to our website (for example, people who visited certain pages). These lists are generated using cookies or similar technologies and are designed to group website visitors into broad categories.

At this time:

• We do not use these lists to serve remarketing ads to people based on their visits to our website.
• We use this information primarily for measurement, reporting, and campaign understanding.

If our use of these lists changes in the future (for example, if we begin using remarketing), we will update this Privacy Policy accordingly.

Cookies and Similar Technologies Used by Third Parties

Third-party vendors, including Google, may use cookies or device identifiers to help measure advertising performance and understand how people interact with our website after seeing an ad.

These technologies may collect technical and usage information such as device type, browser, and interactions with pages (for example, that a booking confirmation page was reached), but they are not intended to capture form contents or clinical information.

Your Choices and Opt-Out Options

Managing Cookies

You can adjust cookie settings through your browser preferences. You can also delete cookies already stored on your device.

Google Advertising Controls

Google provides tools that allow you to control how Google uses data for advertising, including options to opt out of certain types of interest-based advertising. You can use Google’s Ads Settings and other available opt-out tools provided by industry groups.

Contacting Us About Tracking Preferences

If you have questions about our advertising and analytics practices or want to understand what options are available to you, you can contact us using the details in the “Privacy Contact & Complaints” section.

4. How We Use Personal Information

We use personal information to:

• Respond to inquiries and requests
• Provide and manage services
• Improve our website and user experience
• Communicate administrative or service-related information
• Meet legal, regulatory, and professional obligations

We collect only the information reasonably necessary for these purposes.

5. Sharing of Information

We do not sell, trade, or rent personal information.

We may share limited information:

• With trusted third-party service providers that support website hosting, scheduling, payment processing, or analytics
• When required by law or regulatory bodies
• To protect the safety, rights, or property of individuals or the public

6. Aggregate & De-Identified Information

We may use aggregated or de-identified information (where individuals cannot be identified) for purposes such as:

• Website improvement
• Service planning
• Internal analysis

This information does not identify you personally.

7. Data Storage & Retention

Personal information is retained only as long as necessary to fulfill its intended purpose and to meet legal, regulatory, and professional requirements.

8. Security Safeguards

We use reasonable administrative, technical, and physical safeguards to protect personal information from unauthorized access, disclosure, or misuse.

These measures may include:

• Secure website connections (SSL encryption)
• Restricted access to personal information
• Secure systems and software

No method of transmission or storage is completely secure, but we take appropriate steps to reduce risk.

9. Data Breach Response

In the unlikely event of a privacy breach involving personal information, we will take reasonable steps to contain the breach, assess risk, and notify affected individuals and authorities as required by law.

10. Cross-Border Data Transfers

Some service providers may store or process data outside of Canada. When this occurs, information may be subject to the laws of other jurisdictions.

By using our website and services, you consent to such transfers where applicable.

11. Your Privacy Rights

Under Canadian privacy law, you have the right to:

• Request access to your personal information
• Request corrections to inaccurate or incomplete information
• Withdraw consent, subject to legal or contractual limitations

Requests can be made by contacting us using the information below. We aim to respond within a reasonable timeframe.

12. Children & Youth Privacy

Our website is not intended for children under the age of 13 without parental involvement. We do not knowingly collect personal information from children under 13 through the website.

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. Updates will be posted on this page with a revised “Last updated” date.

14. Privacy Contact & Complaints

If you have questions or concerns about privacy, please contact:

Privacy Contact:  One Life Admin
Email: [email protected]
Phone: 403-450-3558

If you believe your privacy rights have been violated, you may also contact the Office of the Privacy Commissioner of Canada or the Office of the Information and Privacy Commissioner of Alberta.