Privacy Policy

01 Privacy Officer

In accordance with Law 25, we have designated a Privacy Officer responsible for ensuring compliance with this policy and handling your requests. You can reach them using the contact details below.

02 Personal Information We Collect

We only collect information necessary for the purposes described in this policy. Depending on how you interact with us, this may include:

Health information is considered sensitive personal information and receives enhanced protection.

03 Purposes of Use

We use your personal information only for the following purposes:

• Preparing, processing and delivering your compounding orders;
• Managing your account and providing our online ordering platform;
• Communicating with you (confirmations, order tracking, support, chat);
• Responding to your questions and inquiries;
• Handling billing and payment processing;
• Meeting our legal, regulatory and professional obligations (including those of the Ordre des pharmaciens du Québec);
• Improving the security, performance and usability of our website.

We do not use your information for other purposes without your consent, unless authorized or required by law.

04 Consent

By using our website and providing us with your personal information, you consent to its collection, use and disclosure in accordance with this policy. Your consent is obtained in a manifest, free and informed manner, for specific purposes.

For sensitive information such as health data, we obtain explicit consent. You may withdraw your consent at any time, subject to legal obligations that prevent us from destroying certain records (see the Retention section).

05 Disclosure to Third Parties

We never sell your personal information. We may disclose it only in the following circumstances:

• Service providers acting on our behalf (web hosting, payment processing, delivery carriers, chat tools), bound by confidentiality obligations;
• Healthcare professionals involved in an order or prescription, where necessary;
• Authorities, when required by law or to enforce our rights;
• With your consent, for any other purpose.

In all cases, third parties have access only to the information necessary to carry out their mandate and are required to keep it confidential. You may obtain details about our service providers and sub-contractors by contacting our Privacy Officer.

06 Disclosure Outside Québec

Some of our service providers may store or process information outside Québec. Where this is the case, and before any such transfer, we conduct a privacy impact assessment to ensure adequate protection is in place, and we govern those transfers through appropriate contractual commitments.

07 Cookies

Our website uses cookies and similar technologies to ensure its operation, remember your preferences, secure your session and measure traffic. Cookies that are not strictly necessary are only activated with your consent.

• Essential cookies — required for the website and your account to function;
• Performance cookies — anonymized usage statistics;
• Preference cookies — remembering your choices (language, etc.).

You can configure your browser to refuse cookies; however, some features may then be limited.

08 Retention and Destruction

We retain your personal information only as long as necessary to fulfill the intended purposes, or as required by law — including record-keeping obligations applicable to pharmacies in Québec.

Retention periods vary depending on the nature of the information and applicable legal requirements. When information is no longer needed and we are no longer legally required to keep it, we destroy it securely or anonymize it.

09 Security Measures

We implement reasonable physical, organizational and technological security measures to protect your information against loss, theft, and unauthorized access, use or disclosure. These measures include:

• Encryption of data in transit (HTTPS) and of passwords;
• Access controls based on the need-to-know principle;
• Privacy awareness training for our staff;
• Regular monitoring and updates of our systems.

10 Your Rights

Law 25 grants you several rights regarding your personal information:

• Access — view the information we hold about you;
• Rectification — correct inaccurate, incomplete or ambiguous information;
• Withdrawal of consent — at any time, subject to legal obligations;
• Portability — receive, in a structured and commonly used technological format, the computerized information you have provided to us;
• Cessation of dissemination / de-indexation — request that the dissemination of information cease or that a hyperlink be de-indexed, in cases provided for by law.

11 Privacy Incidents

In the event of a privacy incident presenting a risk of serious harm, we will take reasonable steps to reduce the consequences and prevent recurrence. We will notify the Commission d'accès à l'information and the affected individuals as required by law, and we maintain an incident register.

12 Automated Decision-Making

If we were to make a decision about you based exclusively on automated processing of your information, we would inform you at the time of the decision and, upon request, you could present your observations to a staff member with the authority to review the decision.

13 Minors' Information

Our website and services are intended for professionals and adults. We do not knowingly collect information from minors under 14 years of age without the consent of the person holding parental authority, except where the collection is manifestly in the minor's best interest.

14 Links to Other Sites

Our website may contain links or references to third-party websites that we do not control. This policy does not apply to those sites. We encourage you to review their own privacy policies before providing them with any personal information.

15 Intellectual Property and Copyright

All content on this website (text, images, logos, trademarks and layout) is protected under Canadian copyright law and remains the property of Pharmacie El-Achkar, Jetha et Merrouni or its licensors.

You may view, print and download excerpts from the site for personal use only. Any other reproduction, redistribution, retransmission or publication, in whole or in part, is strictly prohibited without our prior written consent.

16 Policy Changes

We may update this policy to reflect changes in our practices or applicable regulations. The current version is always published on this page with its effective date. We encourage you to review it regularly.

17 Complaints and Remedies

For any questions or concerns about how we handle your personal information, please first contact our Privacy Officer. If you are not satisfied with the response, you may file a complaint with the: