Communication Terms

Communication Terms & Privacy Notice

Keraderm MedSpa
1 Main St E, Suite 400B
Hawkesbury, ON K6A 1A1
Phone: 343-500-7468
Email: hello@keraderm.ca
Last updated: May 14, 2026

At Keraderm MedSpa, we are committed to protecting your privacy and communicating with you in a professional, respectful, and secure manner.

This Communication Terms & Privacy Notice explains how we collect, use, disclose, store, and communicate personal information and personal health information when you interact with our clinic, website, online booking system, electronic medical record system, email, text messaging, telephone, social media, or virtual consultation platforms.

Keraderm MedSpa operates in Ontario, Canada, and aims to comply with applicable privacy and communication laws, including Ontario’s Personal Health Information Protection Act, 2004, known as PHIPA, Canada’s Personal Information Protection and Electronic Documents Act, known as PIPEDA, and Canada’s Anti-Spam Legislation, known as CASL.

PHIPA establishes rules for the collection, use, and disclosure of personal health information in Ontario. PIPEDA sets out privacy principles for personal information used in commercial activities, and CASL applies to many commercial electronic messages, requiring consent, sender identification, and an unsubscribe mechanism.
Reference: Ontario PHIPA

This notice is provided for transparency and should not replace legal advice. Please consult a qualified Ontario lawyer for final review before publishing.

1. Scope of This Notice

This notice applies to communications between Keraderm MedSpa and patients, clients, prospective clients, website visitors, vendors, and other individuals who interact with our clinic.

This may include communication by:

Email
SMS/text message
Telephone
Voicemail
Online booking platforms
Electronic medical record platforms
Website contact forms
Digital intake forms
Consent forms
Social media direct messages
Virtual consultation platforms
In-person communication

2. Information We May Collect

Depending on your interaction with Keraderm MedSpa, we may collect personal information and personal health information, including:

Full name
Date of birth
Phone number
Email address
Mailing address
Emergency contact information
Health history
Medication history
Allergies
Treatment history
Consultation notes
Consent forms
Appointment history
Before-and-after photos, where applicable
Payment and billing information
Communication preferences
Information submitted through website forms, online booking, intake forms, or electronic medical records

Personal health information is handled with a higher level of confidentiality and is managed according to applicable Ontario privacy requirements. In Ontario, individuals have rights related to their personal health information, including rights of access and correction, subject to legal limits.
Reference: Information and Privacy Commissioner of Ontario — Your Health Privacy Rights

3. How We Use Your Information

Keraderm MedSpa may use your information to:

Schedule, confirm, change, or cancel appointments
Provide consultations, assessments, treatments, and follow-up care
Review health history and treatment eligibility
Prepare treatment plans
Send pre-treatment and post-treatment instructions
Maintain accurate clinical records
Process payments and issue receipts
Respond to questions or service inquiries
Send appointment reminders
Send educational content, clinic updates, or promotional messages where permitted by law
Meet legal, professional, regulatory, and insurance obligations
Improve clinic operations, patient experience, and service quality

We collect and use only the information reasonably necessary for these purposes.

4. Consent to Communicate Electronically

By providing your email address, phone number, or other contact information, you authorize Keraderm MedSpa to contact you for clinic-related purposes, unless you withdraw consent or request a different communication method.

Electronic communication may include:

Appointment confirmations
Appointment reminders
Intake forms
Consent forms
Invoices and receipts
Pre-care instructions
Post-care instructions
Follow-up messages
General clinic updates
Educational or promotional messages, where permitted by law

You understand that email, SMS, and other electronic communication methods may carry privacy risks. These risks may include messages being misdirected, intercepted, stored by third-party platforms, or viewed by someone with access to your device or account.

Keraderm MedSpa takes reasonable steps to protect electronic communication, but no method of electronic communication can be guaranteed to be completely secure.

5. Clinical and Health-Related Communication

Keraderm MedSpa may use electronic communication for administrative and limited clinical purposes, including:

Appointment reminders
Treatment preparation instructions
Post-treatment care instructions
Follow-up reminders
Requests to complete forms
General education
Non-urgent care coordination

Electronic communication should not be used for urgent medical concerns, emergencies, or time-sensitive complications.

If you are experiencing a medical emergency, call 911 or go to the nearest emergency department.

For urgent post-treatment concerns, contact Keraderm MedSpa directly by phone during business hours or follow the emergency instructions provided in your post-care documentation.

6. Text Messaging and SMS

Keraderm MedSpa may send SMS/text messages for appointment reminders, scheduling, administrative updates, follow-up instructions, and, where permitted, educational or promotional communication.

Text messages may appear on your phone screen and may be seen by anyone with access to your device. By providing your mobile number, you acknowledge this risk.

You may opt out of promotional SMS messages at any time. However, opting out of promotional messages may not stop essential administrative or health-related communication required for your appointments, treatment, safety, or care.

7. Marketing and Promotional Communication

Keraderm MedSpa may send educational content, clinic updates, event information, limited offerings, product information, or promotional messages by email or text message where permitted by law.

Under CASL, many commercial electronic messages require consent, sender identification, and an unsubscribe mechanism.
Reference: CRTC — Canada’s Anti-Spam Legislation Guide

You may unsubscribe from marketing communication at any time by:

Clicking the unsubscribe link in an email, where available
Replying STOP to eligible text messages, where available
Contacting Keraderm MedSpa directly
Updating your communication preferences

Even if you unsubscribe from marketing messages, Keraderm MedSpa may still contact you about appointments, transactions, treatment-related matters, safety information, legal notices, or administrative issues.

8. Website Forms and Online Booking

Information submitted through our website, online booking system, intake forms, consultation forms, or electronic medical record platform may be used to respond to your inquiry, schedule appointments, prepare for consultations, and maintain clinical records.

Please do not submit urgent medical concerns through website forms, booking notes, or social media messages. These channels may not be monitored continuously.

9. Social Media Communication

Keraderm MedSpa may use social media for general education, clinic updates, marketing, and community engagement.

Social media is not a secure or confidential method of communication. Please do not send sensitive personal health information, medical photos, urgent concerns, or private treatment details through public comments or social media direct messages.

If you contact Keraderm MedSpa through social media, we may redirect you to a more appropriate communication channel, such as phone, email, secure portal, or an appointment.

Keraderm MedSpa will not publicly share your personal health information, treatment details, photos, or testimonials without appropriate consent.

10. Use of Photos and Treatment Images

Clinical photos may be collected for assessment, treatment planning, documentation, progress tracking, and follow-up care.

Photos used for marketing, website content, social media, before-and-after galleries, education, training, or promotional purposes will only be used with appropriate consent.

You may choose whether to authorize marketing or educational use of your images. Refusing permission for marketing or promotional image use will not affect your access to care or services.

11. Confidentiality and Safeguards

Keraderm MedSpa takes reasonable administrative, physical, and technical safeguards to protect personal information and personal health information.

These safeguards may include:

Password-protected systems
Secure electronic medical record platforms
Role-based access to records
Staff confidentiality expectations
Privacy training
Locked or restricted areas for confidential information
Secure disposal of confidential records
Limiting access to information on a need-to-know basis

PIPEDA’s fair information principles include accountability, identifying purposes, consent, limiting collection, limiting use and disclosure, safeguards, openness, individual access, and the ability to challenge compliance.
Reference: Office of the Privacy Commissioner of Canada — PIPEDA Fair Information Principles

12. Disclosure of Information

Keraderm MedSpa may disclose personal information or personal health information only as permitted or required by law.

This may include disclosure to:

Healthcare providers involved in your care
A medical director, nurse practitioner, physician, nurse, or clinical team member
Pharmacies, laboratories, or other health service providers, where needed
Electronic medical record, booking, payment, or communication platforms
Payment processors or billing providers
Legal advisors, insurers, regulators, or authorities, where required
Other parties with your consent or where legally authorized

Keraderm MedSpa does not sell personal health information.

13. Third-Party Platforms

Keraderm MedSpa may use third-party platforms to support clinic operations, including:

Online booking
Electronic medical records
Digital intake forms
Consent forms
Payment processing
Email communication
SMS/text messaging
Website hosting
Marketing communication

These providers may store or process information according to their own privacy and security practices. Keraderm MedSpa takes reasonable steps to use reputable service providers and to limit information shared to what is necessary for clinic operations.

14. Patient and Client Responsibilities

To help protect your privacy, you agree to:

Provide accurate contact information
Notify Keraderm MedSpa if your phone number or email address changes
Avoid sharing access to your email, phone, or patient portal
Use secure networks when accessing clinic forms or portals
Inform the clinic if you prefer not to receive certain types of communication
Contact the clinic directly for urgent or sensitive concerns

15. Withdrawal of Consent

You may withdraw or limit your consent to certain types of communication at any time, subject to legal, clinical, administrative, or regulatory requirements.

For example, you may ask Keraderm MedSpa not to communicate with you by text message or email. In some cases, this may affect our ability to provide appointment reminders, follow-up instructions, or administrative support electronically.

To update your communication preferences, contact Keraderm MedSpa directly.

16. Access, Correction, and Privacy Questions

You may request access to your personal information or personal health information, subject to legal limits. You may also request correction of information that you believe is inaccurate or incomplete.

Requests may need to be submitted in writing and may require identity verification before information is released or corrected.

17. Privacy Breach

If Keraderm MedSpa becomes aware of a privacy breach involving personal information or personal health information, we will take reasonable steps to contain the breach, assess the situation, reduce risk, and notify affected individuals or authorities where required by law.

A privacy breach may include unauthorized access, use, disclosure, loss, or theft of personal information or personal health information.

18. Record Retention

Keraderm MedSpa retains personal information and personal health information for as long as required for clinical, legal, regulatory, insurance, tax, and business purposes.

Records are securely stored and disposed of according to applicable privacy and professional obligations.

19. Changes to This Notice

Keraderm MedSpa may update this Communication Terms & Privacy Notice from time to time to reflect changes in clinic operations, technology, legal requirements, or privacy practices.

The most recent version will be posted on our website with the updated date.

20. Contact Us

If you have questions about this Communication Terms & Privacy Notice, your privacy rights, or how your information is collected, used, disclosed, stored, or communicated, please contact:

Keraderm MedSpa
1 Main St E, Suite 400B
Hawkesbury, ON K6A 1A1
Phone: 343-500-7468
Email: hello@keraderm.ca

By using this website, submitting information through our forms, booking an appointment, or communicating with Keraderm MedSpa electronically, you acknowledge that you have read and understood this Communication Terms & Privacy Notice.

Let’s

Connect

Have questions about our treatments or ready to begin your aesthetic journey? The team at Keraderm MedSpa is here to guide you with expert advice and personalised care. Reach out to us to learn more about our services or to schedule your consultation at our Hawkesbury or St-Isidore locations. We look forward to welcoming you and helping you achieve refined, natural-looking results.