Arq ("Arq", "we", "us" or "our") is a patient acquisition agency for plastic surgery clinics, based in Toronto, Ontario, Canada. This Privacy Policy explains how we handle personal information collected through thearqlab.com, our booking calendar, and the emails and text messages we send. We handle personal information in accordance with Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and Canada's Anti-Spam Legislation (CASL).
1. Information we collect
Information you give us. When you book a call, join the Arq Network, fill in a form or contact us, we may collect:
- Your name, email address and phone number
- Your practice or clinic name, role, website and location
- Details you share about your practice, such as procedures offered, marketing activity and goals
- The content of your messages and calls with us
Information collected automatically. When you visit our website, we and our service providers may collect technical information such as your IP address, browser and device type, pages viewed, the site that referred you, and the date and time of your visit. This is collected through cookies and similar technologies, including analytics and advertising tools.
Patient information. Our website and forms are designed for practice owners and staff. Please do not submit any patient health information through this website.
2. How we use your information
- To respond to your inquiries and schedule calls
- To send booking confirmations, reminders and follow-up messages by email and text message
- To send the Arq Network newsletter, if you have subscribed
- To evaluate whether our services are a fit for your practice and to provide those services
- To operate, secure and improve our website
- To measure the performance of our marketing and advertising
- To comply with our legal obligations
We only use your information for the purposes described in this policy, or for other purposes we tell you about and, where required, ask your consent for.
3. Consent
By submitting your information through our website or booking calendar, you consent to us collecting, using and disclosing it as described in this policy. You may withdraw your consent at any time by contacting us, subject to legal or contractual restrictions. Withdrawing consent may affect our ability to provide certain services.
We only send commercial electronic messages, such as our newsletter, with your consent. Every marketing email includes an unsubscribe link, and you can opt out at any time.
4. Text messaging (SMS)
If you provide your mobile number, you consent to receive text messages from Arq about your inquiry, including appointment confirmations, reminders and follow-up. Message frequency varies. Message and data rates may apply. Reply STOP at any time to opt out, or HELP for help.
No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Text messaging originator opt-in data and consent will not be shared with any third parties.
5. How we share your information
We do not sell your personal information. We share it only as needed with:
- Service providers who help us run our business, such as our customer relationship management and marketing platform, calendar and video conferencing tools, email and text message delivery services, website hosting, and analytics providers. They may use your information only to provide services to us.
- Advertising platforms, such as Meta and Google, to measure and improve our advertising.
- Professional advisors, such as lawyers and accountants, under confidentiality obligations.
- Authorities, where required by law or to protect our rights, property or safety.
- A successor business, if Arq is involved in a merger, acquisition or sale of assets.
6. Storage outside Canada
Some of our service providers store or process information outside Canada, including in the United States. When your information is held in another country, it may be accessible to that country's courts and authorities under its laws.
7. Retention
We keep personal information only as long as needed for the purposes described in this policy, or as required by law. When it is no longer needed, we delete or anonymize it.
8. Security
We use reasonable administrative, technical and physical safeguards to protect personal information against loss, theft and unauthorized access. No method of transmission or storage is completely secure, so we cannot guarantee absolute security.
9. Your rights
You may ask to access the personal information we hold about you, to correct it if it is inaccurate, or to have it deleted where we are not required to keep it. To make a request, email us at the address below. We will respond within 30 days.
If you are not satisfied with our response, you may contact the Office of the Privacy Commissioner of Canada at priv.gc.ca. Depending on where you live, you may have additional rights under local law.
10. Cookies
Cookies are small files stored on your device that help our website work and help us understand how it is used. You can block or delete cookies through your browser settings. Some parts of the website may not work properly without them.
11. Third-party websites
Our website links to other websites, such as our social media profiles and the sources cited in our articles. We are not responsible for the privacy practices of those websites.
12. Children
Our website and services are intended for businesses and are not directed to anyone under 18. We do not knowingly collect personal information from children.
13. Changes to this policy
We may update this policy from time to time. The effective date at the top of this page shows when it was last changed.
14. Contact us
Questions or requests about this policy can be sent to our Privacy Officer:
Privacy Officer, Arq
Toronto, Ontario, Canada
[email protected]