Privacy Policy

Adiva Care Limited, operating as Adiva Care ("we," "us," or "our") operates the website www.adivacare.com and provides professional in-home caregiving and senior care services in Lower Mainland, British Columbia, Canada.

 

We are deeply committed to protecting the privacy, confidentiality, and security of the personal and health information of our clients, their families, and our staff.

This Privacy Policy outlines how we collect, use, disclose, and safeguard your personal information in compliance with the British Columbia Personal Information Protection Act (PIPA), the federal Personal Information Protection and Electronic Documents Act (PIPEDA) and Canada’s Anti-Spam Legislation (CASL). We treat your family's data with the same respect, dignity, and discretion that our caregivers bring into your home. 

 

1.   OUR ACCOUNTABILITY

In accordance with BC PIPA, we have designated a Privacy Officer to oversee compliance and data protection. If you have questions about this policy, wish to access your records, or want to withdraw your consent, please contact:

Adiva Care’s Privacy Officer

Email: contact@adivacare.com

Mailing Address: Unit 208 – 5455 152 Street, Surrey, British Columbia, V3S 5A5

 

2.   INFORMATION WE COLLECT

Because we provide personalized homecare services, we must collect sensitive personal and health information. This includes, but is not limited to:

• Client Information: Your Name, email address, address, phone number, date of birth, emergency contact details, government-issued identification (where necessary for billing verification).
• Financial Data: Billing information, Credit cards or Direct Deposit details (used strictly for payment processing).
• Sensitive Personal Health Information (PHI): Information you voluntarily provide via our intake, consultation, contact forms regarding your medical history, diagnoses, physical/cognitive limitations, medication lists, physician contact details, care plans, daily care logs, and specialized health needs (e.g., physiotherapy or dietary requirements, etc).
• Employee/Caregiver Information: Name, contact details, Social Insurance Number (SIN), criminal record checks, driver’s abstracts, certifications, immunisation records, performance reviews, and payroll information.
• Technical and Usage Data: IP address, browser type, operating system, pages visited, time spent on our site, and referral links.
• Marketing & Cookie Data: Data collected through cookies, tracking pixels, and web beacons regarding how you interact with our website and advertisements.

 

3.   HOW WE COLLECT YOUR INFORMATION

We collect data using three main methods:

• Direct Voluntary Submission: When you fill out a "Book a Free Consultation" form, use any of our contact forms, sign up for a newsletter, or communicate with us directly via email or phone.
• Automated Technologies: When you browse our website, technical data is automatically logged via cookies and similar monitoring tools.
• Third-Party Advertising Tools: We use tracking pixels from third parties (such as Google and Meta/Facebook) to track website performance and the effectiveness of our paid advertisements.

 

4.   CONSENT

We collect, use, or disclose your personal information only with your knowledge and consent, except where otherwise permitted or required by law.

• Consent may be express (written or verbal) or implied (such as when you voluntarily provide medical information so our caregiver/planner/office can assist you). 
• Express written consent is required during our initial client intake process and employee onboarding.
• You or your legally authorized representative (e.g., Power of Attorney or substitute decision-maker) may withdraw consent at any time, subject to legal or contractual restrictions and reasonable notice.

 

5.   PURPOSE OF COLLECTION & HOW WE USE YOUR INFORMATION

We collect information only for purposes reasonable to operating a safe, effective homecare business. These purposes include:

• Assessing health and care needs to design safe, personalized homecare plans.
• Scheduling, managing, and conducting free home care consultations.
• Scheduling, coordinating, and delivering care services via our caregiving staff.
• Communicating with clients, designated family members, and authorized healthcare professionals (e.g., physicians, pharmacists, or physical therapists).
• Processing billing, invoices, and insurance payments.
• Communicate with you regarding services, updates, or administrative changes.
• Send you informative newsletters, caregiving tips, updates, and marketing emails (only with your express consent under CASL).
• Recruiting, hiring, payroll processing, and managing our caregiving team.
• Improve website performance, layout, and user experience.
• Deliver relevant, targeted digital advertisements to you on external platforms (Remarketing).
• Meeting legal, regulatory, and safety requirements.

 

 

6.   LIMITING COLLECTION, USE, AND RETENTION

• Limiting Collection: We only collect the information necessary for the purposes identified above.
• Limiting Use: We will not use or disclose your information for purposes other than those for which it was collected, unless you provide consent or as required by law.
• Retention: We retain personal and health information only as long as necessary to fulfill the identified purposes or as required by BC provincial laws governing medical record retention (typically 7 to 10 years following the termination of services). When data is no longer required, it is securely destroyed (via cross-cut shredding for paper or permanent digital erasure).

 

7.   COOKIES AND THIRD-PARTY PAID ADVERTISING 

Our website uses cookies to function properly and to assist with our marketing efforts.

• Advertising & Remarketing Pixels: We use tools such as, but not limited to, Google Ads Pixel and Meta (Facebook) Pixel. These tools place a cookie on your browser, allowing third-party platforms to display targeted Adiva Care advertisements to you on other websites or social networks based on your past visits to adivacare.com.
• Google Analytics: We use analytics to understand general website traffic behavior. This data is anonymized and aggregated.
• Opting Out: You can change your browser settings to reject cookies. To opt out of targeted advertising, you can adjust your preferences directly within your Google Ads Settings or Facebook and Instagram Ad Preferences.

 

8.   SAFEGUARDS, DATA STORAGE & INTERNATIONAL TRANSFERS

We employ robust technical, physical, and administrative security measures to protect your data against loss, theft, unauthorized access, or modification.

• Physical Safeguards: Locked filing cabinets, restricted office access, and secure shredding bins.
• Technical Safeguards: Secure, password-protected cloud platforms for scheduling and care charting, end-to-end data encryption, and restricted user-access levels (caregivers can only see the schedules and care notes of clients assigned directly to them).
• Administrative Safeguards: All employees and independent contractors are required to sign strict confidentiality agreements and undergo mandatory privacy training upon hire.
• Data Location: We utilize trusted third-party service providers for website hosting, client scheduling tools, CRM software and email marketing platforms (such as Mailchimp, ActiveCampaign, or Google Workspace). While we prioritize vendors that store data within Canada, some of our third-party digital service providers may store data on secure servers located outside of Canada. In these cases, your data remains protected by our strict vendor contracts but may be subject to the lawful access laws of that jurisdiction which may allow foreign courts, law enforcement, or regulatory authorities access to your information under local legal frameworks.

 

We enforce a strict principle of least privilege and ‘shared only on need to know basis’: administrative staff and caregivers only have access to the specific pieces of information necessary to perform their immediate duties.

 

9.   DISCLOSURE TO THIRD PARTIES

We do not sell, rent, or trade personal information. We only share your information with authorized third parties in the following scenarios:

• With authorized care staff: Caregivers, registered nurse(s), care planners, administrative staff or clinical managers directly involved in assessing or executing the client’s care plan.
• With healthcare professionals directly involved in your care, in the event of a medical emergency or a required update to your care plan.
• To trusted third-party service vendors who perform operational functions on our behalf and manage our marketing email campaigns (e.g., processing payroll, processing credit cards, or hosting our secure software platform). These vendors are legally bound to protect your data to the same standard outlined in this policy.
• When required by law, such as responding to a court order or reporting requirements under provincial health regulations.

 

10. INDIVIDUAL ACCESS, WITHDRAWING CONSENT & ACCURACY

We strive to keep your personal information as accurate, complete, and up-to-date as necessary.

Under BC PIPA, you have the right to:

• You have the right to request access to the personal information we hold about you.

• Request corrections to any inaccurate or incomplete data.
• Withdraw your consent for us to collect, use, or share your data at any time (subject to legal or contractual restrictions).

 

To stop receiving marketing emails from us, you can click the "Unsubscribe" link at the bottom of any email we send, or reply directly asking to be removed.

Upon written request to our Privacy Officer, we will provide you with your records within 30 days. If any information is found to be inaccurate or incomplete, we will amend it immediately.

 

11. CHALLENGING COMPLIANCE & COMPLAINTS

If you have questions, concerns, or complaints regarding how your personal information is handled by our company, please contact our Privacy Officer directly. If we are unable to resolve your concern to your satisfaction, you have the right to contact the appropriate regulatory body:

• Office of the Information and Privacy Commissioner for British Columbia (OIPC) (www.oipc.bc.ca)
• Office of the Privacy Commissioner of Canada (OPC) (www.priv.gc.ca)