Privacy Policy
Last updated: November, 2025
At InnerWorks Counselling London (“we,” “us,” “our”), we are committed to protecting your privacy. This Privacy Policy explains how we collect, use, and protect your personal information when you visit our website or receive services through our clinic.
By using our website, booking online, or engaging in our services, you consent to the collection and use of your information in accordance with this policy and applicable Canadian privacy laws, including the Personal Health Information Protection Act (PHIPA).
1. What Is Personal Information
Personal Information refers to any information that can identify you as an individual. This may include:
Your name, address, phone number, and email address
Date of birth or demographic information
Health and medical details relevant to your therapy
Billing and payment information (e.g., insurance, receipts, credit card details)
Login or account information (if applicable)
Communication history with our clinic
Technical or usage information collected through our website (e.g., IP address, browser type, cookies, and analytics data)
2. Information We Collect
We collect personal information in several ways:
a. Clinical and Administrative Information
When you engage in counselling or psychotherapy services, we collect information such as:
Intake details, session notes, and progress records
Correspondence, intake or consent forms
Appointment history and scheduling information
Billing and payment details
These records are maintained according to professional standards set by the Ontario College of Social Workers and Social Service Workers (OCSWSSW) and the College of Registered Psychotherapists of Ontario (CRPO).
b. Website and Online Services
When you visit our website or book online, we may collect:
Information you provide through contact forms or booking pages
Communication Data (emails, text messages, messages through social media, etc.)
Technical Data (IP address, browser type, time zone, operating system, and device type)
User Data (how you interact with the site, page views, and navigation paths)
Marketing Data (your preferences for receiving updates or promotions)
This data helps us improve our website experience, maintain security, and understand visitor engagement.
3. Why We Collect Your Information
We collect and use personal information for the following purposes:
To provide counselling and psychotherapy services safely and effectively
To maintain clinical files that meet professional and legal standards
To manage appointments and communicate with clients
To process payments and insurance claims
To respond to inquiries and provide customer support
To comply with regulatory or legal obligations
To maintain secure and accurate business and clinical records
To improve our website and marketing efforts (only with your consent)
4. Cookies and Analytics
Like many websites, we use cookies and similar technologies to enhance your browsing experience and gather non-identifiable information about how visitors use our site.
Cookies are small data files stored on your device that help us:
Remember your preferences
Understand how our site is used
Improve user experience
You can disable cookies through your browser settings. However, doing so may limit some website functionality.
We may use Google Analytics or similar services to collect aggregate, anonymous traffic data. This information helps us understand general usage trends and does not identify individual users.
5. How We Protect Your Information
Your information is stored securely in PIPEDA-compliant software systems such as Jane.app, which uses encryption and secure data servers located in Canada.
We implement technical, administrative, and physical safeguards to protect against unauthorized access, alteration, disclosure, or destruction of your personal and health information.
Access to your information is restricted to authorized personnel only, including your therapist, administrative staff, and clinic leadership as necessary to provide care or operate the clinic.
6. Record Retention and Disposal
We retain records according to professional standards:
Clinical records are kept for at least 10 years from the date of last contact, or 10 years after the client turns 18, whichever is later.
Administrative or financial records may be retained for up to 7 years for legal and tax purposes.
When records are no longer required, electronic files are permanently deleted and paper records are securely shredded.
7. Disclosure of Personal Information
We do not sell, rent, or trade your personal information.
We may disclose your information only in the following limited circumstances:
To service providers who assist with IT, accounting, or system administration (e.g., Jane.app), under strict confidentiality agreements.
To comply with legal obligations (e.g., court orders or risk of harm disclosures).
To insurance providers for audit or verification purposes, with your consent.
To another regulated professional in the event of your therapist’s incapacity or death, for the purpose of maintaining or transferring your records appropriately.
8. Marketing Communications
We may send you newsletters or educational updates only if you have opted in.
You may unsubscribe from marketing communications at any time by clicking the “Unsubscribe” link in our emails or contacting us directly at hello@innerworkslondon.com.
Opting out of marketing does not affect essential service communications such as appointment reminders or billing updates.
9. Your Rights
You have the right to:
Request access to your clinical or personal information
Request corrections to inaccurate information
Withdraw consent for certain uses of your data (subject to legal obligations)
Request deletion of personal data where permissible
Express any concerns regarding how your data is handled
Requests can be made by contacting our Privacy Officer (see contact details below).
10. Third-Party Links
Our website may contain links to third-party sites (e.g., Jane.app, social media, articles). These sites operate independently and have their own privacy policies. We are not responsible for their content or privacy practices.
11. Data Breach Procedures
In the unlikely event of a data breach, we will:
Notify affected individuals and relevant authorities as required by law
Take immediate steps to secure data and prevent further unauthorized access
12. Changes to This Policy
We may update this Privacy Policy periodically to reflect changes in regulations or clinic practices. The “Last Updated” date at the top of this page indicates when revisions were made. Updates take effect once posted on this website.
13. Contact Us
If you have any questions, feedback, or privacy concerns, please contact:
Laura Brunskill, Clinical Director, Privacy Officer
InnerWorks Counselling London
4562 Colonel Talbot Rd, London, ON, N6P 1B1
hello@innerworkslondon.com
226-400-4330
If your concern is not resolved, you may contact the Information and Privacy Commissioner of Ontario for further guidance.
By using our website or engaging our services, you consent to the collection, use, and disclosure of information as described in this Privacy Policy.