1) WHO WE ARE / CONTACT INFORMATION (PRIVACY CONTACT)

Business Name: John & Jack Pharmacy

Legal Operator: John & Jack Pharma Corp.

Address: 787 Lawrence Ave W, Toronto, Ontario M6A 1C2, Canada

Phone: 647‑347‑9333

Fax: 647‑347‑9335

Email: support@johnjackpharmacy.com

Website: https://johnjackpharmacy.ca

Privacy Contact Person (“Privacy Officer”):

To make a privacy request or raise a concern, contact us using the details above and include “Privacy Request” in the subject line (or ask to speak with the Privacy Officer).

2) IMPORTANT NOTES

2.1 Not for emergencies

Do not use our website, forms, chat, or email for medical emergencies. If you need urgent help, call 911 or go to the nearest emergency department.

2.2 Third‑party sites and tools

This Policy does not apply to third‑party websites or services you access through links or embedded tools on our website (for example, booking tools, maps, widgets, or social media). Those third parties have their own practices, and we do not control them.

3) DEFINITIONS

3.1 “Personal Information”

Information about an identifiable individual, such as name, contact details, date of birth, online identifiers, and other information that can identify you.

3.2 “Personal Health Information” (PHI)

Information about an identifiable individual that relates to physical or mental health, healthcare history, prescriptions/medications, services received, or related healthcare information, as defined under PHIPA. Your prescription/refill details, prescription images, and vaccine appointment information may be PHI.

3.3 “Service Providers”

Third parties that provide services to us (for example: web hosting, online forms, appointment booking, SMS/email delivery, IT/security support, and widget/embedding services). Service Providers may process information only to provide services to us and must protect it with appropriate safeguards.

4) INFORMATION WE COLLECT

We collect information that is reasonably necessary to provide pharmacy services, respond to requests, operate the website, and meet legal/professional obligations.

4.1 Information you provide directly (examples)

Depending on what you do, you may provide:

full name,
date of birth,
email address and/or phone number,
prescription refill request information (including request type),
photos/documents you upload (for example, bottle labels or paper prescriptions),
pickup/delivery preference (delivery may require address or instructions through an approved channel),
messages you send through contact forms, live chat, email, or by phone,
appointment booking details you submit through scheduling tools.

Important: We do not request health card numbers, insurance numbers/cards, or payment card information through our website forms. Please do not submit those through the website unless we specifically instruct you to use an approved secure channel.

4.2 Confirmation ID and status tracking

If you use our refill workflow, we may generate and store:

a Confirmation ID,
request timestamps,
status updates (for example: received, in preparation, ready),
workflow notes required to complete your request,
message delivery logs (for example: confirmations and readiness notices sent).

4.3 Contact forms and live chat

If you use our Contact Us form, it may request basic contact information and your message.

If you use live chat, the chat provider may collect the chat transcript and technical data (such as IP address and device/browser information).

Please avoid submitting sensitive medical details via general contact forms or chat. For sensitive matters, call the pharmacy.

4.4 Technical and usage information (website logs/cookies)

When you visit our website, we (and our Service Providers) may automatically collect:

device and browser information,
IP address and approximate location (based on IP),
website interaction data (pages visited, basic analytics),
log data for security and troubleshooting,
cookies and similar technologies (see Section 14).

5) HOW WE USE INFORMATION

We use information for purposes that are reasonable in the circumstances, including:

providing pharmacy services and responding to you (refills, transfers, consultations, delivery coordination),
operating the online refill and status experience (Confirmation IDs, status display),
communicating with you (service confirmations, readiness notices, follow‑ups),
meeting legal, regulatory, and professional obligations,
protecting patients, our staff, our systems, and our business (security, fraud prevention, incident investigation),
improving services and workflows (where appropriate, and often using aggregated or de‑identified information).

6) CONSENT AND LEGAL AUTHORITY

6.1 General consent (Personal Information)

By submitting information through our website or contacting us, you consent to the collection, use, and disclosure of your Personal Information as described in this Policy, subject to legal exceptions.

6.2 PHI consent (PHIPA)

When we collect, use, or disclose PHI, we do so in accordance with PHIPA, which may include:

your express or implied consent in appropriate circumstances, and/or
uses and disclosures that PHIPA permits or requires.

6.3 Withdrawing or limiting consent

You can withdraw consent for certain optional uses (especially optional communications like SMS/text updates) by contacting us. However:

withdrawing consent may affect our ability to provide certain services via your preferred channel; and
we may still need to collect, use, or retain certain information to provide services you requested and/or meet legal/professional requirements.

7) EMAIL AND SMS/TEXT COMMUNICATIONS

7.1 Service messages vs marketing

We use email and SMS/text primarily for service communications you request (for example: refill confirmations and readiness updates). We do not sell your contact information.

If we ever send promotional or marketing messages, we will do so only where permitted by law and with appropriate consent, and you will have an unsubscribe option.

7.2 Minimizing information in messages

To reduce privacy risk, we aim not to include detailed medication names or sensitive health details in routine email/SMS/text messages. However, any message may still reveal that you have interacted with a pharmacy, which may be sensitive.

7.3 Opt‑out

SMS/Text: You can opt out at any time by replying STOP (or ARRET), where supported, or by contacting us.
Email: You can request to stop non‑essential emails by contacting us or using any unsubscribe option included in a message (where applicable).

7.4 Delivery and security

Email and SMS/text are not always fully secure. By choosing these options, you acknowledge the risk that messages could be accessed by someone with access to your phone or email account. Standard message and data rates may apply.

Our SMS program terms are available at:

https://johnjackpharmacy.ca/terms-sms

8) SHARING AND DISCLOSURE OF INFORMATION

We do not sell Personal Information or PHI.

We may share information in the following circumstances:

8.1 Within our pharmacy team

On a need‑to‑know basis among pharmacists, pharmacy technicians, and staff involved in providing services and operations.

8.2 With Service Providers (processors/agents)

We may share information with Service Providers that help us operate our website and communications, such as:

Squarespace (website hosting/platform),
Jotform (refill intake form and related workflow),
Formspree (contact form handling),
Tawk.to (live chat),
Twilio (SMS/text delivery and messaging logs),
Zoho Mail (email communications),
Setmore (appointment booking/scheduling for vaccines, where used),
Trustindex and similar widget providers (review widgets),
Google services (maps/directions, reviews, and embedded content),
IT, security, and support providers.

Service Providers are permitted to process information only to provide services to us and must use safeguards appropriate to the sensitivity of the information.

8.3 With other healthcare providers and custodians (where permitted/required)

Where you request it (for example: transfers) or where permitted/required by law, we may disclose information to prescribers, other pharmacies, hospitals/clinics, and provincial systems used for vaccine documentation or related healthcare administration.

8.4 Legal, regulatory, and safety reasons

We may disclose information if necessary to comply with law, respond to lawful requests, protect individuals, and investigate suspected fraud, abuse, or security incidents.

8.5 Business transactions

If our business undergoes a reorganization, merger, sale, or similar transaction, information may be disclosed as part of due diligence and transferred as part of the transaction, subject to appropriate confidentiality protections and applicable law.

9) CROSS‑BORDER PROCESSING

Some Service Providers may store or process information outside Canada (for example, in the United States or other jurisdictions). When this occurs, the information may be subject to lawful access requests under the laws of the jurisdiction where it is stored/processed.

10) SAFEGUARDS AND SECURITY

We use administrative, technical, and physical safeguards appropriate to the sensitivity of the information, which may include:

limiting access to authorized staff,
role‑based access controls and authentication,
staff training and confidentiality expectations,
secure configurations and vendor controls,
monitoring/logging for security,
encryption in transit where supported (for example: HTTPS),
secure storage and controlled access for uploaded documents.

No method of transmission or storage is 100% secure. If you suspect a privacy or security issue, contact us immediately.

11) RETENTION AND DISPOSAL

We retain Personal Information and PHI only as long as necessary for:

the purposes described in this Policy,
providing pharmacy services and maintaining continuity of care,
meeting legal and professional record‑keeping obligations,
resolving disputes and enforcing agreements,
maintaining security and audit logs as reasonably required.

Retention periods vary by record type. When information is no longer required, we securely delete, destroy, or anonymize it as appropriate.

12) YOUR PRIVACY RIGHTS (ACCESS, CORRECTION, COMPLAINTS)

12.1 Access and correction

Subject to applicable law, you may request:

access to your Personal Information or PHI we hold,
correction of inaccurate or incomplete information, and/or
information about how we use or disclose your information.

We may require identity verification before responding, and we may charge a fee where permitted by law (we will tell you in advance if a fee applies).

12.2 How to make a request

Email support@johnjackpharmacy.com with “Privacy Request” in the subject line, or call 647‑347‑9333 and ask for the Privacy Officer.

12.3 Complaints

If you have a concern or complaint about how we handle your Personal Information or PHI, contact our Privacy Officer first so we can review and respond.

You may also be able to contact the Information and Privacy Commissioner of Ontario (IPC) regarding PHI privacy matters, and the Office of the Privacy Commissioner of Canada (OPC) regarding certain personal information matters, as applicable.

13) PRIVACY BREACH RESPONSE

If we become aware of theft, loss, or unauthorized access to or disclosure of Personal Information or PHI, we will take reasonable steps to:

contain and reduce harm,
investigate and document the incident,
notify affected individuals and regulators where required by law, and
provide information about steps you can take to protect yourself where appropriate.

14) COOKIES AND WEBSITE TECHNOLOGIES

Our website and Service Providers may use cookies and similar technologies for:

essential site functionality,
security and abuse prevention,
performance and analytics,
enabling embedded tools (such as maps, booking widgets, chat, and review widgets).

You can control cookies through your browser settings. Disabling cookies may affect certain site features.

We do not knowingly use PHI for behavioural advertising.

15) CHILDREN, FAMILIES, AND CAREGIVERS

Our services may be used by adults, caregivers, and families. If you submit information about another person (including a child), you represent that you have the legal authority and/or their permission to do so and to receive communications about the request.

16) CHANGES TO THIS POLICY

We may update this Privacy Policy from time to time. The revised version will be posted on this page with an updated “Last Updated” date. Continued use of our website or services after an update means you accept the revised Policy.

17) CONTACT US

John & Jack Pharmacy

787 Lawrence Ave W, Toronto, Ontario M6A 1C2, Canada