Supported Health Ltd. | Version 1.0 | Effective 1 September 2026
1. Who we are
Supported is operated by Supported Health Ltd., a company incorporated in British Columbia, Canada (“Supported,” “we,” “us” or “our”). This Policy explains how we collect, use, disclose, store and protect personal information when you use supported.health, a Supported app, our waitlists, or our related services.
This Policy applies to families, professionals, clinic representatives, waitlist members and website visitors. It forms part of the Supported Terms of Service and the applicable membership agreement.
Supported is not a healthcare provider. Please do not send clinical records or detailed health information through Supported.
2. What personal information we collect
2.1 Information you give us
• Contact and account information, such as your name, email address, telephone number, password and communication preferences.
• Waitlist information, including whether you are joining as a family, professional or clinic.
• Professional profile information, such as your biography, photograph, profession, services, populations served, languages, locations, availability, funding options and work contact details.
• Credential information, such as the name of a regulatory or certifying body, registration or certification number, registration status, qualifications and related verification documents.
• Clinic information, including the clinic name, address, services, authorized representatives, team members and work contact details used to invite professionals.
• Family enquiry information, including contact details and the message you choose to send to a professional or clinic.
• Membership and transaction information, such as the membership selected, amount paid, billing status, transaction date and limited payment details supplied by our payment provider. We do not intend to store complete payment-card numbers.
• Messages, support requests, complaints, feedback, survey responses and records of your communications with us.
2.2 Information collected automatically
When you use Supported, we and our service providers may collect technical information such as your IP address, browser and device type, operating system, pages viewed, referring page, approximate location derived from your IP address, dates and times of access, cookie identifiers and information about how the platform is used.
We use this information to operate and secure the platform, remember settings, diagnose problems, understand general usage and improve the service. If we use non-essential analytics or advertising cookies, we will provide any consent choices required by applicable law.
2.3 Information from other sources
When a professional asks us to publish their profile, we check the credentials they have given us against the public register of the relevant regulatory college or certifying body. We look up only that professional, only to confirm what they have told us, and we record what we checked and on what date.
We do not copy, download or store register data about anyone who has not asked us to publish a profile, and we do not build lists from public registers. Nothing about a professional appears on Supported until that professional confirms it.
A clinic may give us a professional's name and work contact details to send an invitation, and must have that professional's permission to do so.
3. Why we use personal information
We use personal information only for purposes that a reasonable person would consider appropriate, including to:
- create and administer accounts, waitlists, profiles and memberships;
- verify identity, credentials and professional registration status;
- publish profiles and make them searchable after the professional or clinic confirms publication;
- send a family’s enquiry and contact details to the professional or clinic the family chooses;
- process payments, refunds, renewals and transaction records;
- provide clinic team-management tools and, when available, clinic and profile analytics;
- respond to questions, complaints, access requests and support needs;
- send service messages about accounts, security, transactions, policy changes and launch information;
- send marketing or newsletters where we have the consent required by law;
- protect users, prevent fraud, enforce our agreements and maintain platform security;
- meet legal, tax, accounting, regulatory and recordkeeping obligations; and
- create aggregated or de-identified information that does not reasonably identify an individual, for planning, reporting and service improvement.
We do not use automated decision-making or artificial intelligence to rank professionals, to match families with professionals, or to make any decision that affects you. Search results are ordered by what you searched for and how far away a professional is, and nothing else.
We will ask for additional consent before using personal information for a materially different purpose, unless the law permits or requires the new use without consent.
4. Consent and your choices
By providing personal information, you consent to its collection, use and disclosure for the purposes explained at or before the time of collection and in this Policy. Some information is necessary to provide the service you request. If you do not provide it, we may not be able to create an account, verify a profile, process a membership or deliver an enquiry.
You may withdraw consent, subject to legal and contractual restrictions and reasonable notice. Withdrawal does not affect uses or disclosures already lawfully made. You may:
- unsubscribe from marketing emails using the link in the message;
- change available account or cookie settings;
- unpublish a profile or close an account; or
- contact our Privacy Officer to withdraw consent or ask a privacy question.
Unsubscribing from marketing does not stop necessary service, security, transaction or legal notices.
5. When we disclose personal information
We may disclose personal information in the following circumstances:
- To the professional or clinic you choose. When a family sends an enquiry, we disclose the family’s message and contact details to that recipient so they can respond.
- On public profiles. Information a professional or clinic confirms for publication is visible to platform users and may appear in search results and previews.
- To service providers. We use providers that support hosting, data storage, security, authentication, payments, email delivery, customer support, analytics and other platform operations. They may use personal information only to provide services to us or as otherwise permitted by law. If you would like the current list of the companies we use, email info@supported.health and we will send it to you.
- To clinics and professionals. A clinic may see information and analytics connected to its clinic account and associated professional profiles. An individual professional also has access to information about their own profile. A clinic cannot publish, control or delete a professional’s personal profile without that professional’s confirmation.
- For legal and safety reasons. We may disclose information where permitted or required by law, to respond to lawful requests, investigate fraud or misuse, enforce agreements, protect rights or safety, or address an emergency involving serious risk.
- During a business transaction. If Supported is involved in financing, reorganization, merger, sale or transfer, information may be disclosed under appropriate confidentiality protections and as permitted by law.
- With your direction or consent. We may disclose information in another way when you ask us to or clearly agree.
We do not sell personal information. We do not provide family contact details to professionals or clinics unless the family chooses to contact them.
6. Professional verification and public information
We compare professional information with public registers, certifying bodies, qualifications or other appropriate sources. Verification confirms only what we checked and its status on the date checked. It is not a clinical-quality assessment, recommendation or endorsement.
Where information cannot be verified, we will not present it as verified. We may state on the profile what was and was not verified. Professionals must keep their information current and tell us when their registration status changes, as required by the Terms of Service or their membership agreement.
7. Family and child information
An adult must create a family account. If you provide information about a child or another family member, you confirm you are authorized to do so.
What we ask you not to send
Supported is a directory, not a clinical service. Please do not send clinical records, assessment reports, detailed medical histories, government identification numbers, or funding-file numbers through Supported. Say only as much as a professional needs in order to tell you whether they can help.
How we treat what you do send
We know that some families will describe their child's needs in order to find the right person, and we treat everything in an enquiry as sensitive. Enquiry content is encrypted, is passed only to the professional or clinic you chose, and is deleted 24 months after you send it. We never use it to rank professionals, to build a profile of you or your child, to train any automated system, or for advertising or marketing of any kind.
Once a professional or clinic receives your enquiry, they are responsible for how they handle it under their own privacy and professional obligations.
8. Marketing and waitlist communications
If you join a waitlist, we use your contact information to provide launch and waitlist updates. We send newsletters, promotions or other commercial messages only where permitted by law. Marketing messages identify Supported and include a working unsubscribe method. We process unsubscribe requests as required by law.
10. Where information is processed
Supported is based in British Columbia, but our service providers may store or process personal information in Canada or other countries. Information processed outside Canada may be subject to the laws of that country and may be accessible to courts, law-enforcement or government authorities in accordance with those laws.
We select service providers with privacy and security protections appropriate to the information and limit their access to what is reasonably necessary for their work.
11. How long we keep information
We keep personal information only as long as reasonably necessary for the purposes described in this Policy and for legal, security, tax, accounting and legitimate business requirements. Retention periods depend on the type of information and why we hold it.
- Family enquiry content: deleted 24 months after the enquiry is sent.
- Published profile information: kept while the profile is live, and removed when it comes down.
- Account, membership and transaction records: kept for 7 years after the account closes, as tax and accounting law requires.
- Verification records — what we checked, where and when: kept for as long as the profile is live and 2 years afterwards.
- Routine backups: purged within 90 days and never used for a new purpose.
- Where information was used to make a decision that directly affects someone, we keep it for at least the period the law requires.
When information is no longer reasonably required, we delete it, securely destroy it or remove identifying details, subject to legal and operational limits.
12. How we protect information
We use reasonable administrative, technical and physical safeguards appropriate to the sensitivity of the information. These may include access controls, account authentication, encryption where appropriate, service-provider controls, backups, monitoring and procedures for responding to security incidents.
No online service can guarantee complete security. You are responsible for protecting your login details and telling us promptly if you believe your account has been accessed without permission.
13. Access, correction and deletion requests
You may ask to access personal information under our control, learn how it has been used or disclosed, or request correction of an error or omission. You may also ask us to delete information that we are not required or reasonably permitted to keep.
Send a written request to info@supported.health with enough detail for us to identify you and the information requested. We may take reasonable steps to verify identity. We will respond within the time required by applicable law. Access may be limited where the law requires or permits us to withhold information, including information about another person, confidential commercial information or legally privileged information.
14. There is a privacy breach
If personal information in our care is lost or accessed without permission, and it could reasonably be expected to cause you significant harm, we will notify you and the Office of the Information and Privacy Commissioner for British Columbia without unreasonable delay. We will tell you what happened, what information was involved, what we are doing about it, and what you can do to protect yourself.
We keep a record of every privacy breach, whether or not it needed to be reported.
15. Privacy questions and complaints
Please contact our Privacy Officer first so we can try to resolve your question or complaint:
Privacy Officer
Supported Health Ltd.
Email: info@supported.health
Mail: PO Box 85077, Langley RPO Willoughby Centre, BC V2Y 0W3, Canada
If we cannot resolve a privacy complaint, you may contact the Office of the Information and Privacy Commissioner for British Columbia at oipc.bc.ca.
16. Changes to this Policy
We may update this Policy as Supported and applicable legal requirements change. We will post the updated version with a new effective date. If a change materially affects your privacy rights or how we use personal information, we will provide additional notice and obtain consent where required by law.