Vidal Home Care — Privacy Policy

Effective date: August 11, 2026 | Version: 2.0

1. Introduction

Vidal Home Care ("Vidal", "we", "us") operates an online platform connecting clients seeking in-home care with independent caregivers. This Privacy Policy explains what personal information we collect, why we collect it, how we use and share it, and the choices you have. We handle personal information in accordance with Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and, where applicable to health information, Ontario's Personal Health Information Protection Act (PHIPA).

2. Information we collect

2.1 From clients

Account information — name, email address, phone number, password credentials.
Care recipient information — name, age or date of birth, service address, mobility and health conditions, allergies, medications relevant to care, care preferences, emergency contacts, and home access details. This is health-related information and we treat it as sensitive.
Booking and visit information — requested dates and times, assigned caregiver, check-in/check-out records, visit notes, corrections, and cancellations.
Payment information — billing details and card information collected and stored by Stripe. We do not store full card numbers; we retain only limited identifiers such as card brand, last four digits, and expiry.
Communications — messages, call metadata, and support correspondence exchanged on the platform.

2.2 From caregivers

Account and profile information — name, email, phone, photo, service area, availability, languages, experience, and rate.
Verification information — government-issued ID and identity verification results (via Stripe), PSW or equivalent certificates, Police Vulnerable Sector Check, First Aid/CPR certification, and expiry dates.
Payout information — Stripe connected account details, banking information held by Stripe, and HST registration status and number where provided.
Visit activity — accepted visits, check-in/check-out times and location confirmation, visit notes, and payout records.

2.3 Automatically

Device and usage information — IP address, browser and device type, pages viewed, and timestamps.
Cookies and similar technologies used to keep you signed in, remember preferences, and keep the platform secure. We do not use advertising cookies.
Push notification tokens, if you enable notifications.

3. Why we use your information

To create and manage accounts and authenticate users.
To match care requests with suitable caregivers and to schedule, coordinate, and record visits.
To share the information a caregiver needs to deliver a specific visit safely (see Section 4).
To calculate charges and payouts, process payments and refunds, and prevent fraud and payment abuse.
To verify caregiver identity and credentials and to monitor credential expiry.
To send service communications — booking confirmations, reminders, receipts, payout statements, credential and payment alerts, and policy updates.
To provide customer support and resolve disputes.
To maintain security, investigate misuse, and enforce our Terms.
To meet legal, tax, and regulatory obligations.

4. How we share information

With caregivers — for a confirmed visit, the assigned caregiver receives the care recipient's name, service address, visit time, care needs, and relevant health and safety information required to deliver care. Caregivers are bound by confidentiality obligations.
With clients — clients see the assigned caregiver's profile, including name, photo, qualifications, and verification status. Clients do not receive caregivers' identity documents or banking details.
With Stripe — our payment processor, for card processing, payouts, and caregiver identity verification. Stripe processes this information as an independent controller under its own privacy policy.
With service providers — hosting, database, email delivery, video/voice calling, and analytics providers who process information on our behalf under contract.
For legal reasons — where required by law, court order, or regulator, or to protect the safety, rights, or property of any person (including reporting suspected abuse or neglect as required).
Business transfers — in a merger, acquisition, or sale of assets, subject to equivalent privacy protection.

We do not sell personal information, and we do not share it for third-party advertising.

5. Storage, location, and security

Information is stored on managed cloud infrastructure and may be processed in Canada, the United States, or other countries where our service providers operate. Information stored outside Canada may be accessible to foreign courts and authorities under the law of that jurisdiction.

We use technical and organizational safeguards including encryption in transit, access controls, role-based permissions, row-level database security, and audit logging of administrative actions. No system is perfectly secure, but we work to protect information against loss, misuse, and unauthorized access.

6. Retention

We keep personal information for as long as your account is active and afterwards only as long as needed for the purposes described here or as required by law — for example, visit, billing, and tax records are retained for the periods required by Canadian tax and limitation legislation. When information is no longer needed, we delete it or anonymize it.

7. Your rights and choices

Access and correction — you may request a copy of the personal information we hold about you and ask us to correct inaccuracies. Most profile information can be edited in your account.
Deletion — you may ask us to close your account and delete your information, subject to records we must retain for legal, tax, safety, or dispute purposes.
Withdraw consent — you may withdraw consent to certain uses, though this may prevent us from providing the service.
Communications — you can turn off optional notifications in your settings. Essential service messages (receipts, payment failures, cancellations, policy updates) cannot be turned off while your account is active.
Complaints — you may complain to us at any time, and to the Office of the Privacy Commissioner of Canada or the Information and Privacy Commissioner of Ontario.

To make a request, email privacy@vidalhomecare.com. We will respond within 30 days.

8. Care recipients and substitute decision-makers

If you book care for another person, you confirm you have their consent or the legal authority to provide their information to us and to the assigned caregiver, and to receive information about their visits.

9. Children

The platform is not intended for use by anyone under 18. We do not knowingly create accounts for minors. Care recipients may be minors where a parent or guardian arranges care.

10. Changes to this Policy

We may update this Privacy Policy. When we make material changes, we will publish a new version and ask you to review and accept it the next time you sign in.

11. Contact

Privacy questions or requests: privacy@vidalhomecare.com.