Privacy Policy

Our commitment

Virtual Sleep Care Inc. operating as Virtual Sleep Care (“we,” “us,” or “our”) treats personal information and personal health information as sensitive. This Policy explains how we collect, use, disclose, retain, safeguard, and respond to requests about information connected with our website, ecommerce services, clinical services, home sleep testing, CPAP therapy support, and related programs.

Information we collect and why

Virtual Sleep Care subscriptions are not available at launch. References in this policy to subscription records or renewal messages describe possible future services and apply only if you choose to use those services when offered.

Depending on the services used, we may collect contact and account information, order and payment-transaction information, insurance or eligibility information, communications, clinical and health information, home sleep test information, prescriptions, PAP therapy and device/adherence information, and website or security information. We use it to provide and improve services, process orders and subscriptions, support care, meet legal and professional obligations, prevent fraud, maintain security, and communicate with you.

Payments, suppliers, and service providers

Card payments are processed by Stripe through our checkout. Virtual Sleep Care does not store full payment-card numbers. If you choose to pay with Klarna, you are sent to Klarna to complete payment. Klarna receives your name, contact details, address and order details, may check your credit, and collects your payments under its own privacy notice. We receive confirmation of payment, not your credit information.

These are the service providers that handle your information, what each receives, and where it is stored. This is the list the consent checkbox at checkout refers to.

We may also use other carefully selected providers for testing, device warranty and technology support. We remain accountable for personal information under our control and use contractual, due-diligence and security measures intended to provide comparable protection.

Accounting and financial records

We use QuickBooks, provided by Intuit, for accounting and financial recordkeeping, and Sush.io to synchronize and reconcile financial transactions. These services process billing and transaction information needed for bookkeeping, payment reconciliation, and applicable accounting and tax obligations. We do not send health information to QuickBooks or Sush.io.

Health information

We store health information in Juvonno, separately from our accounting systems. Health information held in Juvonno is not transferred to QuickBooks or Sush.io.

Clinical services and PAP information

Where authorized and permitted by law, information may be shared with qualified members of a care team and the organizations needed to provide the requested service. PAP devices may transmit therapy or device information through manufacturer-operated platforms. Those providers may have their own privacy policies and terms. Remote PAP monitoring is not continuous or real-time monitoring and is not an emergency-response service.

Secure prescription uploads

For CPAP orders that require a prescription, we use an upload service hosted on Google Cloud in Toronto, Ontario, Canada. Your name, contact details, date of birth and order reference are sent securely to this service to find or create your patient record in Juvonno, our clinical record system. You do not need a website account to use the secure upload link.

Your prescription file travels from your browser through the upload service to Juvonno. The upload service holds the file in memory while transferring it; the file is not stored in WordPress or in the upload service’s database. The service keeps limited order and patient identifiers, protected upload-link references, status and timestamps to manage the upload. WordPress keeps order and prescription-workflow information, including a temporary date of birth for patient matching, rather than the prescription file. Authorized staff review the prescription in Juvonno before releasing the machine order for shipping.

Customer accounts, receipts and order history

An account is optional; you can always check out as a guest. If you create one, it stores your name, contact details, addresses, order history and downloadable receipts, protected by your password. Receipts can be downloaded only when you are signed in, or from the attachment in your order emails. You can ask us to close your account at any time. We keep the order records themselves for as long as tax and accounting law requires, even after an account is closed.

Price estimates

When you download a price estimate from the cart, we ask for your name, email and phone number so they appear on the estimate. Your browser keeps these details in a temporary cookie only so they can be printed on the estimate. They are not used to fill in checkout, and the cookie is cleared when you close your browser or place an order. We do not keep a copy of the estimate, and it is emailed to you only if you ask.

Orders your clinician helps arrange

A clinician may send you a checkout link for equipment they recommend. The link contains product numbers only, not your name or health information, and you decide whether to buy and from whom. If a staff member creates an order for you, we do so only with your permission.

Clinical details such as test results, diagnoses and prescriptions stay in your clinical record and are not added to your store order. Where a prescription is needed, the order records its upload and review status; the prescription file stays in the clinical record.

Who can see your orders

The products you buy can reveal a health condition, so we treat order information as sensitive. Only staff who need it to fulfil, support or account for your order can see it. Staff accounts that can view orders must use two-factor sign-in.

International processing and safeguards

Some service providers or their affiliates may process or store information outside your province or outside Canada. Information processed in another jurisdiction may be subject to that jurisdiction’s laws. We use safeguards appropriate to the sensitivity and risks involved, including access controls, authentication, encryption where appropriate, secure configuration, logging, backups, confidentiality obligations, vendor assessment, and incident-response procedures.

Operational and marketing communications

Order confirmations, receipts, shipping updates, payment confirmations, subscription renewal notices, account messages, clinical, safety, and service communications are operational communications and are not marketing communications. Marketing messages are sent only where we have consent or another lawful basis and include an unsubscribe mechanism where required.

AI and automated tools

AI and automated tools may support administrative work, workflow, quality improvement, customer support, and content development. They are not used as the sole basis for diagnosis, prescribing, treatment recommendations, or other clinical decisions. Qualified healthcare professionals remain responsible for clinical decisions.

Retention and your rights

We retain information only as long as reasonably necessary for care, services, legal, professional, regulatory, tax, accounting, warranty, insurance, security, and dispute-resolution needs. See our Public Retention Schedule. Subject to applicable law, you may request access to or correction of your personal information, withdraw consent for future handling that depends on consent, change communication preferences, or raise a concern without retaliation.

To access, correct or export your information, or to close your account, email privacy@virtualsleepcare.ca. We respond within the time the law requires, generally 30 days.

Privacy breaches

We keep a record of every privacy breach. If a breach creates a real risk of significant harm to you, we will notify you as soon as feasible and report it to the Privacy Commissioner of Canada and any provincial commissioner, as the law requires.

Contact and related policies

Privacy Officer: James Matheson, Virtual Sleep Care Inc.
Email: privacy@virtualsleepcare.ca
Mail: 20 Kennedy Drive, Unit 6, Sussex, New Brunswick E4E 2P1

For legal notices, email legal@virtualsleepcare.ca. Read our Website Terms of Use, Trust Centre, and Transparency and Corrections Policy.