Privacy policy

We collect only the information we need to provide pharmacy services to you, including:

• Account and contact information: name, date of birth, email address, phone number, shipping and billing addresses, and login credentials.
• Health information: your medical questionnaire, prescriptions and prescription-transfer requests, your medication and dispensing history, details of dependants or family members you add to your account, and documents you upload such as prescriptions or insurance cards.
• Order and payment information: products ordered, order history, insurance and coverage details, and transaction records. Card payments are handled by our payment processor; we do not store full card numbers.
• Technical and usage information: IP address, browser and device type, and how you use the site, collected through cookies and analytics tools (section 6).

• To dispense prescriptions and provide pharmacy and clinical services to you;
• To create and manage your account and verify your identity;
• To process, fill, ship and give you updates on your orders;
• To answer your questions and provide customer support;
• To operate, secure and improve our website;
• To send you service messages about your account and orders and, only with your express consent, occasional marketing emails that you can unsubscribe from at any time; and
• To meet our legal, regulatory and professional record-keeping obligations.

We collect, use and disclose your personal information with your consent, except where the law permits or requires otherwise. By creating an account, submitting a form or placing an order, you consent to the handling of your information as described in this policy. For health information we rely on your express consent to provide pharmacy services.

You may withdraw your consent at any time by giving us reasonable notice, subject to legal and professional limits (for example, we must keep prescription records for the periods set by BC law). Withdrawing consent may mean we can no longer provide some services, and we will tell you what the consequences are when you ask. To withdraw consent, contact our Privacy Officer (section 12).

We disclose personal information where the law requires or permits it and where it is needed to provide your care, including:

• PharmaNet, the provincial prescription network operated by the BC Ministry of Health, where BC law requires every community pharmacy to record dispensing;
• your prescriber and other health professionals involved in your care;
• PharmaCare and private insurers, when you ask us to bill them;
• the College of Pharmacists of British Columbia and other authorities during an inspection, investigation or audit; and
• a court, law-enforcement or regulatory body when a court order, subpoena or warrant requires it.

We also use service providers who handle information on our behalf, only as needed for the purposes above and under contracts that require them to protect it to the standard PIPA requires. These include our pharmacy management system provider, cloud hosting and storage providers, our payment processor, shipping carriers and website analytics providers.

Some of these providers are located in, or store data in, the United States or other countries outside Canada. Information processed outside Canada is subject to the laws of that country and may be accessible to courts, law enforcement and regulators there. We take reasonable steps to make sure our providers protect your information to a comparable standard. We do not sell personal information.

This website does not currently use an automated or artificial intelligence (AI) assistant, and we do not collect chat or voice conversations through the site. If we introduce one, we will update this policy before it goes live, including what information it processes and where.

We use cookies and similar technologies to operate the site and, where enabled, analytics tools such as Google Analytics, Google Tag Manager and Microsoft Clarity to understand how visitors use the site so we can improve it. Some analytics tools record interactions on a page. These providers may process data outside Canada.

Where the cookie consent banner is shown, non-essential analytics run only after you accept, and you can change or withdraw your choice at any time through the banner. You can also control cookies through your browser settings.

We use administrative, physical and technical safeguards appropriate to the sensitivity of the information: encryption of sensitive data in transit and at rest, access limited to staff who need it, multi-factor authentication for accounts, activity logging, staff confidentiality undertakings, and physical security at the pharmacy. No method of transmission or storage is completely secure, but we work to protect your information and to limit who can see it.

If a privacy breach happens that could harm you, we will tell you and any regulator we are required to notify, and explain what we are doing about it.

We keep personal information only as long as needed for the purposes in this policy or as required by law and our professional obligations. Prescription and dispensing records must be kept for the periods set by BC regulation. Information used to make a decision that directly affects you is kept for at least one year after that decision. When information is no longer required, we securely destroy or de-identify it.

You have the right to see the personal information we hold about you, to learn how we have used it and who we have disclosed it to, and to ask us to correct it. Much of your account, profile and order information is available directly in your online account. For anything else:

• Send your request in writing to our Privacy Officer (section 12).
• We may ask you to prove your identity before we release or change information.
• We respond within 30 business days unless PIPA allows us more time, in which case we tell you why and when to expect an answer.
• We may charge a minimal fee for access requests. If we do, we give you a written estimate first.
• If we must refuse any part of a request, we tell you in writing, with the reasons and what you can do next.
• If you ask us to correct information and we agree, we correct it and tell any organisation we disclosed it to in the past year. If we do not agree, we note your request on the record.

If you have a question or concern about how we handle your information, contact our Privacy Officer first, by phone or in writing, so we can address it. If you are not satisfied with our response, you may contact the Office of the Information and Privacy Commissioner for British Columbia or the Office of the Privacy Commissioner of Canada.

We may update this policy from time to time. When we do, we change the effective date above and, where appropriate, give you additional notice. Continuing to use our services after an update means you accept the revised policy.

To exercise your rights, withdraw consent or ask a question, contact our Privacy Officer:

See also our Contact page and our Regulatory information page.