Privacy Policy

Your privacy is something we take seriously

FaceCrime Skin Labs Ltd. (“FaceCrime”, “we”, “us”, or “our”) is committed to protecting your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information in accordance with the British Columbia Personal Information Protection Act (PIPA) and Canada’s federal Personal Information Protection and Electronic Documents Act (PIPEDA).

By visiting facecrime.ca, using our chat widget, or communicating with us by any channel, you acknowledge that you have read and understood this Privacy Policy.

Information We Collect

We may collect the following personal information when you interact with our website, booking system, or AI chat assistant:

Information you provide

• Full name
• Email address
• Phone number (mobile)
• General service interests or wellness concerns — for inquiry routing only. Please do not submit detailed medical information through the chat assistant.
• Appointment preferences and related booking information
• Communication preferences including SMS and email consent

Information collected automatically

• Browser type and version
• Pages visited and time spent on pages
• IP address (security purposes only — not stored with personal profiles)
• Device type

AI Chat Assistant (Sage)

FaceCrime uses an AI-powered chat assistant on our website (“Sage”) operated by ClinicSage.ai. Sage is intended for general inquiries, service navigation, and appointment routing — not for urgent concerns, medical emergencies, or detailed clinical disclosures. Please note:

• Sage is an AI assistant. It is not a licensed healthcare provider.
• Sage provides general educational information only — not medical advice, diagnosis, or treatment recommendations.
• Sage does not create a patient-provider relationship.
• Conversations may be stored for quality assurance, follow-up, and workflow improvement. Chat data will not be used to train external AI models without FaceCrime’s prior written approval.

How We Use Your Information

• To respond to your inquiries and provide information about our services
• To book and manage your appointments through Jane App
• To send appointment confirmations, reminders, and follow-up communications
• To send SMS messages where you have provided explicit consent
• To monitor and improve our website, services, and AI-assisted communication tools
• To comply with legal obligations and regulatory requirements
• To protect the security and integrity of our systems

SMS Communications & CASL Compliance

FaceCrime complies with Canada’s Anti-Spam Legislation (CASL). If you provide your mobile number and consent to SMS, you may receive appointment confirmations and reminders, follow-up messages after consultations or treatments, and responses to inquiries you initiate through our chat or phone.

Marketing or promotional SMS will only be sent where we have the consent required by law. Your consent is voluntary — you are not required to consent to SMS to book or receive services — and revocable at any time by replying STOP or contacting us directly.

Message and data rates may apply. Message frequency varies based on your interactions with our clinic.

How We Share Your Information

We do not sell your personal information. We may share it with the following service providers:

• Jane App (janeapp.com) — appointment booking and practice management
• ClinicSage.ai — AI communication platform (processes chat and SMS)
• GoHighLevel (gohighlevel.com) — CRM and communication management

All service providers are required to protect your information and use it only for the purposes for which we engage them. We may also disclose your information if required by law, court order, or regulatory authority.

Data Retention

• Appointment and patient records — minimum 7 years (BC health regulations)
• SMS consent records — minimum 3 years
• Chat conversation logs — up to 12 months, then anonymized or deleted (unless longer retention is required for legal or security purposes)

You may request deletion of your personal information, subject to legal retention requirements, by contacting us below.

Your Rights Under PIPA (BC)

As a British Columbia resident, you have the right to know what personal information we hold about you, access your personal information, request correction of inaccurate information, withdraw consent for certain uses, and request deletion of your information subject to legal obligations.

To exercise any of these rights, contact us using the information below.

Security

We implement reasonable technical and organizational measures to protect your personal information from unauthorized access, use, disclosure, alteration, or destruction — including encrypted communications, access controls, and regular security reviews. No method of transmission over the internet is completely secure, and we cannot guarantee absolute security.

Children’s Privacy

Our services are intended for adults aged 18 and over. We do not knowingly collect personal information from individuals under 18. If you believe we have inadvertently collected information from a minor, please contact us immediately.

Contact Us

If you have questions about this Privacy Policy, wish to exercise your rights, or have a privacy concern:

For privacy complaints that cannot be resolved directly, you may contact the Office of the Information and Privacy Commissioner for BC (oipc.bc.ca).

Changes to This Policy

We may update this Privacy Policy from time to time. Changes will be posted on this page with an updated date. Continued use of our website or services after changes are posted constitutes your acceptance of the updated policy.