Privacy Policy – Franchisee

Privacy Policy - Franchisee

Last modified: April 22nd, 2026

General Information About This Notice

This privacy policy describes how you or your child’s (collectively, “you”, or “your”), personal information, including personal health information, is collected, used, retained and disclosed in the context of physiotherapy services offered by KPG Clinics. 

This notice should be read together with:

  • any other privacy statements or notices available at our locations where healthcare services are provided, e.g., when you sign any consent forms for specific services; 
  • the privacy notice for Jane Software Inc. (“Jane”), which can be accessed here. For more information on how Jane is used at KPG Clinics and at KPG Corporate, see below under “How do we collect your information?”; and KPG Corporate’s Privacy Policy when you access for www.kidsphysio.ca (the, “Website”), which is owned and operated by KPG Franchise Corp. (“KPG Corporate”). 

Please note that if you choose to provide your personal information to us, the KPG Clinic, directly (i.e., rather than on or through the Website), the collection, use, and disclosure of that personal information will be governed by this privacy policy and not the KPG Corporate Privacy Policy. 

We will only collect, use or disclose your personal information in accordance with this policy unless otherwise required or permitted by applicable law. This policy applies to information we collect, use or disclose when you communicate with us via email, text or on the phone regarding our services or when you sign up for or use our services. 

We do not collect a child’s personal information without the consent of a child’s parent or legal guardian, except where authorized or permitted by law to do so. You agree that by providing us with any personal information about another individual (including your child), you represent that you have received their permission to provide the individual’s personal information to us. In the case of a minor, if you are not the parent or legal guardian of the minor, you represent that you have received the minor’s parent or legal guardian’s permission to share the minor’s information with us. 

We and the healthcare providers who provide services to you understand the responsibility that comes with collecting, using, and sharing your sensitive personal information, including personal health information, and are committed to protecting your privacy.

Relationship between KPG Corporate and KPG Clinics

KPG Corporate is the franchisor of the KPG brand, and the individual clinics are operated independently by affiliate franchisees (each a “KPG Clinic”, “we”, “us”, or “our”). 

KPG Clinics and their associated physiotherapists retain control over your child’s personal health information, e.g., their patient data, and any other personal information you directly share with us, and may be referred to as a “health information custodian”, a “covered entity” or a “controller” depending on the context of the collection, their location and the privacy laws applicable to them. However, as described in further detail below, KPG Clinics may:

  • Receive some personal information from KPG Corporate, for instance, when you schedule an appointment through Jane.

KPG Corporate does not access personal information from KPG Clinics unless you voluntarily provide personal information on the KPG Corporate Website. KPG Corporate may also use case studies in presentations; however, KPG Corporate does not include personal information about you. KPG Corporate also uses data from Jane to review metrics for business purposes, such as understanding the number of total new patients and total clinic visits.

We collect the following information from you when you sign up for or use one of our services. 

Data Category Data identifiers collected:

Account information: This information is collected through Jane when you create or update your account.
  • First and last name
  • Year of birth
  • Contact information (i.e., email address, mailing address, and telephone number)
  • Login username and password
  • Settings (including any accessibility settings) and preferences
  • When you create an account, you may also choose to add another family member profile to the account. To do so, we ask that you provide the name and email address of the individual you add to the account. 

Booking or scheduling information: This information is collected through Jane.
  • Your name, and your child’s name
  • Scheduling details (date, time of appointment, KPG Clinic location)
  • Reason for visit
  • Emergency contact information

Payment information: This information is collected through Jane.
  • Billing information
  • Health insurance information (e.g., policy number, policy holder date of birth, and policy ID)
  • The last four digits of your credit card via our mobile application and online booking provider, and/or other payment method details via our third-party payment processor; 

Patient data: This information is sometimes referred to as “personal health information”, “protected health information”, “data concerning health” or “sensitive data” depending on the location of the clinic that you attend and the privacy laws applicable to them. The nature of personal health information collected about your child, i.e., the patient, will depend on the healthcare services you request.

 
  • Health card number
  • Medical services plan number
  • Appointment history
  • Patient records, medical history, family history, and medical charts
  • Emergency, parent, and legal guardian information name and contact information

Practitioner roster information
  • List of practitioners on our platform that you or your child has visited to avail their services
  • Appointment scheduling
  • Billing information

Google or Apple Calendar 
  • If you choose to connect your Google or Apple Calendar with our services, we will collect your calendar information from Google or Apple for the purposes of displaying “external events” on your schedule within the services and to send push notifications. 
  • We only collect Google Calendar or Apple Calendar metadata, which includes a list of your calendars, the start time, end time and duration of calendar events, and a unique event identifier from Google/Apple. 
  • We do not collect event titles, descriptions, attendees or other personal information. If you disconnect your Google Calendar or Apple Calendar from the services, we will delete the Google/Apple credentials, metadata, and all associated “external events” from our services.

Employment opportunities: If you want to join the team of a KPG Clinic, we will collect your personal information to contact you.
  • First and last name
  • Contact information (i.e., email address, mailing address, and telephone number)
  • Current occupation

Generally, we collect personal information directly from individuals. However, we may collect personal information from third parties in the following circumstances.

  • We work with Jane Software Inc. (“Jane”), a service provider who supplies data storage and clinic management services through its proprietary platform. Jane collects, uses, and stores your personal information on our behalf in connection the operation of our business. For example, when you make a booking on the Website, your booking will be facilitated by Jane and the information that you provide will be stored on Jane’s servers on our behalf. We have taken reasonable steps to ensure that Jane will only collect, use, and disclose your personal information based on our instructions in connection with operation of our business and in accordance with applicable laws. You can access Jane’s privacy policy here.
  • We also receive information about you from KPG Corporate.
How we use your information What data identifiers we use for these purposes

Provision of services: We use your information in connection with providing health care services you have requested. In addition, we may use your information to:

  • Delivering physiotherapy professional services and, where appropriate, providing knowledge, information, and counseling in connection with such services
  • Respond to requests made by, or on behalf of, your insurance provider to review your insurance claim(s)
  • Manage your visits to our clinics
  • Manage your patient record
  • Monitor and investigate incidents and claims
  • If requested, referring you to other healthcare providers
  • Performing our obligations in accordance with, or complying with, applicable healthcare-related professional, legal, or regulatory requirements.
  • Patient data
  • Account information
  • Payment information
  • Scheduling information
  • Practitioner roster information

To book your appointments.

  • Booking information
  • Account information

Communication and customer support: We may use the information collected from you to answer inquiries, provide information or advice about existing and new services, and effectively respond to your customer service requests. We may also use your information to process and respond to any complaint made by you. This information may be retained for future support, documentation, training and quality assurance.

  • We collect your name, email address, phone number, and details related to your inquiry (e.g., interaction history).

Marketing and advertising: We collect certain information to send communications requested by you, and for administrative, marketing and advertising (including direct marketing, such as SMS text messages, emails, and newsletters), planning, product or service development, quality control, and research purposes.
  • Contact information
  • Account information;
  • Interaction data

We may disclose your personal information and other information in the manner and for the purposes that are described in the sections below.

KPG Corporate

We may provide your personal information, including your personal health information, to KPG Corporate to assist in fulfilling the purposes for which we collect your personal information. For example, when you register your child for our services through Jane, the personal information that you provide when making the booking is disclosed to KPG as the operator of the Kids Physio Group franchise. KPG may use this personal information to contact you to respond to any inquiry that you have made and use the personal information for the purpose of providing you with the services or communications you have requested, including communications you have requested for or on behalf of your child. 

Please note that if you choose to provide your personal information to KPG Corporate directly (i.e., Website), the collection, use, and disclosure of that personal information is governed by this KPG Corporate Privacy Policy. 

Benefits Providers and Provincial Health Plans

We may disclose information to benefits providers and provincial health plans to coordinate payment and billing for services you receive.

Affiliate Clinic

If you’re referred to an affiliate clinic, we may share basic details—such as your name, contact information, employer, appointment type and scheduling preferences —to help coordinate your care.

Healthcare Providers

We may disclose your personal information to third-party healthcare providers in connection with your use of our services, including the physicians that are responsible for requisitioning or monitoring an individual’s rehabilitation or treatment plan. This information may include Patient Data. For example, we may share your Patient Data with other physiotherapists and physicians as part of the clinical decision-making process that is part of your treatment. We will obtain your consent to sharing your information for this purpose before we do so. 

Working with Service Providers

We may work with third parties that provide services to us that help us facilitate one or more aspects of the services that we offer to you, including through the Website. We may provide these third parties with your personal information directly or they may collect your personal information from you on our behalf. These service providers may also send you communications on our behalf. For example, as described above, we work with Jane who provides us with data storage and clinic management services through its proprietary platform. 

Business Transactions 

Your personal information may also be disclosed or transferred to a third party in connection with a business transaction, including a change of ownership of a KPG Clinic, the sale of all or certain of our assets, or the grant of a security interest. We will take reasonable steps to ensure that the third party that receives your personal information is bound by appropriate agreements that require that your personal information is handled in a manner that is consistent with this privacy policy.

Legal Requirements and Emergency Situations

Your personal information may also be disclosed:

  • to comply with any court order, law, or legal process, including to respond to any government or regulatory request, in accordance with applicable law;
  • during emergency situations or where necessary to protect the safety of a person or a group of persons; 
  • to enforce or apply our terms of use and other agreements, including for billing and collection purposes; and/or
  • if we believe disclosure is necessary or appropriate to protect our rights, property, or the safety of our users or others.

We may send you direct marketing communications and information about our services that we consider may be of interest to you. We will collect your consent prior to sending you promotional or marketing messages (e.g., emails, texts, direct messages), unless an exception to obtaining your consent applies under applicable laws. These communications may be sent in various forms, including mail, SMS, fax, and email, in accordance with applicable electronic marketing and communications laws, such as Canada’s Anti-Spam Legislation (CASL). If you indicate a preference for a method of communication, we will endeavour to use that method whenever practical to do so. In addition, at any time you may opt out of receiving marketing communications from us by contacting us (see ‘Contact information’ below) or by using the unsubscribe mechanisms provided in our marketing communications.

We do not provide your personal information to other organizations for the purposes of direct marketing.

By creating an account with us, including via our Website, you agree to receive transactional communications about your account, your bookings, and your child’s services. For example, when you create an account or reset your password, you may receive an email confirming the details of such activity. You may not opt out of receiving these transactional communications. 

If you have opted in to receive certain emails or texts from us but no longer wish for us to use your contact information to promote our own or third parties’ products or services, you can opt out by clicking the unsubscribe link normally located at the bottom of the email or contact us using the information outlined below. If we have sent you a promotional email or text, you may unsubscribe by clicking the unsubscribe link we have included in the email, or by following instructions in the SMS communications we send you. You can also always opt out by logging into the Website and adjusting your user preferences in your account profile by checking or unchecking the relevant boxes.

We may use generative AI (“AI”) to make the provision of Services more productive. This may include the AI system implemented in Jane, or for the purposes of crafting emails and written education documents, drafting social media captions, researching certain conditions and treatment plans, brainstorming ideas for marketing, summarizing dictation for doctor letters or emails to families, and creating pictures for exercises or printable activities. Where AI is leveraged, it will only be used where legally permissible, in compliance with this Privacy Policy, and in a manner which is consistent with our commitments and values.

Our guidelines for the responsible use of AI in our Services include accuracy, safety, transparency, empowerment, and sustainability. When we use AI in our Services, we will make it clear that content or certain services are produced by AI. We also regularly review outputs from our AI to mitigate bias and harmful content.

Since we may share your personal information with third parties (including our service providers) as described in this Privacy Policy, your personal information may be collected, used, stored, or disclosed outside of your jurisdiction of residence(including for residents of the province of Quebec, outside of Quebec). As such, your personal information may potentially be accessible to law enforcement and national security authorities of another jurisdiction where local laws provide for a different level of protection for personal information. In certain circumstances, courts, law enforcement agencies, regulatory agencies, or security agencies in those other countries may be entitled to access your personal information.

We may transfer personal information that we collect or that you provide as described in this Privacy Policy to contractors and service providers we use to support our business (such as analytics and search engine providers that assist us with Website improvement and optimization) and who are contractually obligated to keep personal information confidential, use it only for the purposes for which we disclose it to them, and to process the personal information with the same standards set out in this Privacy Policy.

For Québec Residents, please note that before a transfer outside the province, a privacy impact assessment shall be conducted. A transfer will only be made if the assessment demonstrates that the personal information will be adequately protected in compliance with generally accepted data protection principles. The affiliates or other third-parties that will receive such information will be bound by a written agreement setting strict confidentiality requirements.

If you would like further information about our policies and practices regarding the third parties (including our service providers) to whom we disclose your personal information and how these third parties collect, use, disclose and store personal information, please contact our Privacy Officer using the contact details below. By providing your personal information to us, you consent to our disclosure of this information to our service providers (and other third parties) as described in this Privacy Policy, including those that may be located outside of your jurisdiction of residence.

Except as otherwise permitted or required by applicable law or regulation, we will only retain your personal information for as long as necessary to fulfill the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements. Under some circumstances, we may anonymize your personal information so that it can no longer be associated with you. We reserve the right to use such anonymous and de-identified data for any legitimate business purpose without further notice to you or your consent.

We use administrative, technical, and physical safeguards to protect your personal information from theft, loss, and unauthorized access or disclosure. Only KPG Clinic employees and service providers who need your information to do their jobs can access it.

Any payment transactions and information, including your account information and demographic data, video recordings of clients, programs created for clients, records of program changes, and exercises created for clients, will be encrypted at rest and in transit between the client and server using SSL technology. Our email providers use opportunistic encryption when sending emails, if your email provider supports this. This type of encryption ensures that the emails are encrypted in transit between our email provider and your email provider.

We may provide access to your personal information to KPG Corporate employees who have corporate access to Jane as part of their employment duties. 

The safety and security of your information also depend on you. Where we have given you (or where you have chosen) a password for access to certain parts of our Website, you are responsible for keeping this password confidential. We ask you not to share your password with anyone. 

Unfortunately, no data transmission over the Internet can be guaranteed to be totally secure. Accordingly, any personal information or other information which you transmit to us online is transmitted at your own risk. We endeavour to take all reasonable steps to protect the personal information you may transmit to us or from our online services. Once we do receive your transmission, we will also make our best efforts to ensure its security on our systems.

Please advise our Privacy Officer immediately of any incident involving the loss of, unauthorized access to or disclosure of your personal information that is relevant to your use of our service.

Where individuals under 13 (or 14, if a resident of Québec) seek to access our services, we require express parental and legal guardian consent and will verify the authenticity of such consent prior to processing.  You will be asked to complete an intake form where you will be asked to further confirm that you authorize us to collect, use, and disclose your and your child’s personal information in connection with the services that we provide. 

You agree that by providing us with any personal information about another individual (including your child), you represent that you have received their permission to provide the individual’s personal information to us. In the case of a minor, if you are not the parent or legal guardian of the minor, you represent that you have received the minor’s parent or legal guardian’s permission to share the minor’s information with us. 

We do not seek to collect, use, or disclose a child’s personal information without the consent of their parent or legal guardian, and we limit the use of a child’s personal information for and in connection with the child’s use of our services. If you have reason to believe that a child under the age of 13 (or 14, if a resident of Québec) has provided personal information to us through the services without your express prior consent, please contact us using the ‘Contact information’ below, and we will endeavour to delete that information from our systems and databases.

We only collect information with your consent for the purposes identified or as otherwise permitted or required by law. In compliance with our privacy obligations, we may obtain your permission based on implied consent (including through this privacy policy) or through other means (such as express consent). However, in some situations, the law allows us to collect, use or disclose personal information without your consent.

You can withdraw your consent to the collection, use or disclosure of your information that is under our control at any time. However, in some cases, withdrawing consent will mean that we can no longer provide you services or perform certain tasks where the information is required to do so. 

You may withdraw your consent to the collection, use or disclosure of your or your child’s personal information at any time by contacting the Privacy Officer (see ‘Contacting information’ below) and, subject to any legal constraints, we will comply with your request. Note, where KPG Corporate is the controller of such information, we may direct you to KPG Corporate in those circumstances.

You can ask to access or correct the personal information that we have about you. If you want to review, verify, delete or correct your personal information, please contact our Privacy Officer (see ‘Contacting information’ below). Where we hold information that you are entitled to access, we will try to provide you with suitable means of accessing it (for example, by emailing it to you). 

If you believe that personal information we hold about you is incorrect, incomplete, or inaccurate, then you may request us to amend it. We will consider whether the information requires amendment. If we do not agree that there are grounds for amendment then we will add a note to the personal information stating that you disagree with it, together with your requested amendment. If we correct your personal information, we will, so far as is reasonably practicable, inform every other person to whom we have disclosed that information of the correction.

For Québec residents, you are entitled to the following additional data subject rights in respect of your personal information, including:

  1. Your right to deletion – You have the right to ask us to delete your personal information in certain circumstances.
  2. Your right to be informed of and submit observations regarding automated decision making – You have the right to ask us for additional information on processing on automated decision making and the right to submit observations to a designated individual within the organization.
  3. Your right to data portability – You have the right to ask that we transfer the personal information you gave us to another organization, or to you, in certain circumstances.
  4. Right to be informed.  You have the right to be informed on what personal information is collected, used, disclosed, retained, and deleted. Even if this is what this notice is meant to achieve, you may request additional information to clarify the extent of their consent. 

We may request specific information from you to enable us to confirm your identity and right to access, as well as to search for and provide you with the personal information that we hold about you. Where we hold information that you are entitled to access, we will try to provide you with suitable means of accessing it (for example, by emailing it to you). If you require assistance in preparing your request, please contact our Privacy Officer.

Your right to access the personal information that we hold about you is not absolute. There are situations where applicable law allows or requires us to refuse to provide some or all of the personal information that we hold about you. For example, in some cases, the information you request access to may contain details about other individuals, or there may be legal, security, or commercial proprietary reasons why information is withheld. In addition, your personal information may have been destroyed, erased, or made anonymous in accordance with our record retention practices. If we cannot grant your data subject request, we will endeavour to inform you of the reasons why, subject to any legal or regulatory restrictions.

Additionally, where your KPG Corporate is the controller of such information, we may direct you to the KPG Corporate in those circumstances.

We may make changes to this privacy policy from time to time. We will post an updated version of our Privacy Policy on our website when we make changes and may also notify you of the changes we have made if we are required to do so by applicable law. Any updated versions of the privacy policy will be effective from the data of posting. You are responsible for checking if any amendments have been made to this privacy policy. Your continued use of our services will constitute your consent to the collection, use, disclosure of your personal information as described in the updated version of the privacy policy. 

If you have questions or concerns regarding this Privacy Policy, you should contact our Privacy Officer at franchise@kidsphysio.ca. Alternatively, you may contact us at:

210-3369 Fraser Street, Vancouver, BC V5V 4C2