Privacy Policy

Last Updated: October 2026

Introduction

Norova ("we," "us," "our") provides a patient communication service for clinics in Ontario. We help clinics respond to missed calls, take online booking requests, send reminders, and invite past patients back. This policy explains what personal information we handle, why, and how we protect it.

When we handle patient information, we do so on behalf of the clinic and only on its instructions. The clinic remains responsible for its patients' information under Ontario's Personal Health Information Protection Act (PHIPA). Information about visitors to this website and about our own business contacts is handled under the federal Personal Information Protection and Electronic Documents Act (PIPEDA).

Patient Information We Handle for Clinics

We keep what we collect to the minimum needed to provide the service:

Names
Phone numbers and email addresses
Appointment requests, dates and times, and the general type of visit (for example, "checkup" or "assessment")
The date of a patient's last visit, when the clinic provides it for recall messages
Text messages exchanged with the clinic through our system

This information comes from:

A call to the clinic that goes unanswered and is forwarded to our system
An online booking request or form
A text message reply
A patient list the clinic provides for reminder or recall messages

We do not collect or store health records, treatment notes, diagnoses or medical history, and our booking forms do not ask about symptoms.

How We Use It

We use patient information only to provide the services the clinic has asked for:

Replying to missed calls and inquiries
Receiving booking requests and passing them to the clinic
Sending appointment reminders and confirmations
Sending reminder, recall or review-request messages on the clinic's behalf, where the clinic confirms the patient has agreed to receive them
Preparing a monthly report for the clinic that shows counts only, not names

We do not:

Sell, rent or share patient information
Use it for our own marketing or any purpose of our own
Include health details in text messages
Combine one clinic's information with another's

Text Message Consent and Opting Out

Every message identifies the clinic and includes a way to opt out. Reply STOP to any message and you will stop receiving messages from that clinic through our system. You can also contact the clinic directly.

How We Protect It

Each clinic's information is kept in its own separate account
Our accounts are protected with two-factor sign-in
Clinic staff are given access only to what they need, such as bookings and messages
Patient lists provided by a clinic are deleted from our devices as soon as they are imported
We rely on the security of our service providers' platforms, listed below

If we become aware of any loss, theft or unauthorized access involving patient information, we will notify the clinic promptly, and within 24 hours, so it can meet its own obligations.

Where It Is Stored

Our service providers may store information on servers outside Canada, including in the United States. Information stored outside Canada may be subject to the laws of that country. We tell clinics about this before they start using our service.

How Long We Keep It

We keep patient information while the clinic uses Norova. When a clinic stops using our service, we delete its patient information within 30 days, or return it to the clinic if it asks.

Service Providers We Use

GoHighLevel / LeadConnector (messaging, booking and contact management)
Make.com (connecting tools, for example to send the clinic its weekly check-in form)
Google Workspace (email and forms)
Calendly (booking discovery calls with Norova, for clinics only)

Each provider handles information under its own terms and privacy policy.

Your Rights

You can ask to see or correct the information held about you, or ask questions about how it is handled. If you are a patient, please contact your clinic first, since it controls your information; we will help the clinic respond. You can also email us at fizza@norova.ca.

Website Visitors and Business Contacts

If you contact us by email or book a call, we collect your name, contact details and what you tell us, and use them only to respond to you and discuss our services. This website does not use advertising cookies.

Changes to This Policy

We may update this policy as our services or legal requirements change. The date at the top shows when it was last updated.

Contact Us

Norova
Email: fizza@norova.ca
Phone: +1 (647) 495-2010
Address: Mississauga, Ontario, Canada

If you have a concern about health information, you can contact the Information and Privacy Commissioner of Ontario. For other privacy concerns, you can contact the Office of the Privacy Commissioner of Canada.