Effective date: October 25 2026
Stembrella (“we,” “us,” or “our”) respects your privacy and recognizes the trust involved in supporting older adults and their families. This Privacy Policy explains how we collect, use, disclose, and protect personal information through stembrella.ca and in connection with our services.
1. Information We Collect
We limit our collection of personal information to what is reasonably necessary for the purposes we explain to you. Depending on your interaction with us, this may include:
- Contact information: Your name, email address, telephone number, and mailing or service address.
- Inquiry information: Details you provide through our website, by telephone, by email, or during consultations.
- Service information: Living arrangements, preferences, support needs, appointment details, emergency contacts, and other information needed to arrange or provide requested services.
- Health-related information: Where necessary and appropriately authorized, information about mobility, accessibility, health conditions, or care needs relevant to the support requested.
- Billing information: Information needed to issue invoices, process payments, and maintain transaction records.
- Employment or contractor inquiries: Resumés, qualifications, work experience, references, and other information submitted when applying to work with us.
- Website information: Technical information that may be recorded when you visit our website, such as your IP address, browser type, device information, and pages accessed.
Please avoid sending medical records, government identification numbers, payment card details, or other highly sensitive information through general website forms or ordinary email. Contact us first to discuss an appropriate way to share it.
2. How We Use Personal Information
We use personal information for purposes such as:
- Responding to questions and requests for consultations.
- Understanding an individual’s preferences and support needs.
- Providing and coordinating senior living advisory, family care concierge, and home care services.
- Arranging appointments, visits, introductions, or referrals requested or authorized by the client.
- Communicating with clients and people authorized to act on their behalf.
- Managing service agreements, billing, and payments.
- Assessing applications to work with Stembrella.
- Maintaining website security and improving our services.
- Meeting legal obligations and addressing complaints or disputes.
If we wish to use personal information for a materially different purpose, we will explain that purpose and obtain consent where required.
3. Consent and Client Choice
We explain why personal information is needed and seek consent in a manner appropriate to its sensitivity and the circumstances. We seek express consent for sensitive information where required.
You may withdraw your consent by contacting us, subject to applicable legal or contractual restrictions and reasonable notice. We will explain any resulting limitations on our ability to continue providing a requested service.
Simply visiting our website does not authorize us to share your health information or contact a residence or care provider on your behalf.
4. Family Members and Authorized Representatives
We recognize that family members often help arrange support. However, being a relative, emergency contact, or person paying for services does not automatically entitle someone to receive a client’s personal information or make decisions on their behalf.
We respect the client’s choices and verify consent or the representative’s legal authority, as appropriate, before sharing information or accepting instructions.
If you provide information about another person, please ensure you have their permission or another lawful basis to do so. We may contact that person or request documentation of your authority.
5. When We Share Information
We share personal information only as reasonably necessary for an identified purpose, with appropriate consent, or as otherwise permitted or required by law.
Depending on the services requested, recipients may include:
- Stembrella personnel and authorized contractors who need information to perform their responsibilities.
- Senior living communities, home care providers, health professionals, transportation providers, or other organizations involved in an authorized referral or service arrangement.
- Family members or representatives whom the client has authorized, or who have appropriate legal authority.
- Service providers supporting functions such as website hosting, email, scheduling, record management, accounting, or payment processing.
- Legal, accounting, insurance, or other professional advisers where reasonably necessary.
- Authorities or other parties where disclosure is legally required or permitted, including certain emergencies involving a threat to health or safety.
We limit disclosures to the information needed for the purpose. Providers handling information on our behalf are required to protect it and limit its use to authorized purposes.
We do not sell personal information.
Organizations that provide services directly to you may have their own privacy policies. We encourage you to review those policies before sharing information with them.
6. Website Cookies and Similar Technologies
Our website may use cookies and similar technologies to support website functions, remember preferences, maintain security, or understand website use.
Where optional analytics or advertising technologies are used, we will provide information about their purposes and obtain consent where required. You can also manage cookies through your browser settings. Blocking some cookies may affect website functionality.
Third-party features, such as embedded maps, videos, or social media content, may collect information when you interact with them. Their handling of that information is governed by their own privacy policies.
For details about the technologies currently used on our website, contact us using the information below.
7. Email and Other Communications
We may contact you about inquiries, appointments, service arrangements, billing, or other matters related to your relationship with Stembrella.
If we send promotional communications, we will do so in accordance with applicable consent requirements and provide a way to unsubscribe. Unsubscribing from promotional messages does not prevent necessary communications about an active service.
Please tell us your communication preferences, including whether we may leave voicemail messages or communicate with a designated family member.
8. Protecting Personal Information
We use reasonable administrative, technical, and physical safeguards appropriate to the sensitivity of the information. Access is limited to people who need it for authorized responsibilities.
No method of electronic transmission or storage is completely secure. If a privacy breach occurs, we will assess and respond to it, maintain required records, and notify affected individuals and regulators when required by applicable law.
9. Storage and Processing Outside Canada
Depending on the service providers used, personal information may be stored or processed outside your province or outside Canada. Information processed in another jurisdiction may be subject to that jurisdiction’s laws, including lawful access by authorities.
We remain responsible for information handled by service providers on our behalf and use appropriate contractual or other measures to protect it. You may contact us for information about our processing arrangements.
10. Retaining Information
We retain personal information only as long as reasonably necessary for the purposes for which it was collected, including providing services, meeting legal and recordkeeping requirements, and resolving disputes.
Retention periods vary according to the type of record and applicable obligations. When information is no longer required, we securely destroy it, erase it, or make it non-identifiable, subject to applicable requirements and backup-management processes.
11. Access, Corrections, and Privacy Requests
Subject to applicable law, you may ask us to:
- Confirm whether we hold personal information about you.
- Provide access to that information and explain how it has been used or disclosed.
- Correct inaccurate or incomplete information.
- Explain our privacy practices.
- Withdraw consent or consider a request to delete information we no longer need.
Deletion is subject to applicable retention requirements and other lawful reasons for keeping records.
We may verify your identity or authority before responding. We will respond within the period required by applicable law and explain any lawful limitations, refusal, extension, or permitted fee.
You may also request assistance or an accessible format when making a privacy request.
12. Links to Other Websites
Our website may contain links to other websites. This Privacy Policy applies to Stembrella’s information-handling practices. Please review the privacy policies of other websites you visit.
13. Questions and Complaints
Please direct privacy questions, access requests, correction requests, or complaints to:
Privacy Officer — Stembrella
Email: info@stembrella.ca
Website: https://stembrella.ca/
Please use the subject line “Privacy Inquiry” when emailing us. Avoid including sensitive medical or financial information in your initial message.
We will investigate privacy complaints and take appropriate steps to address concerns.
You may also contact the Office of the Privacy Commissioner of Canada at priv.gc.ca. For matters governed by Ontario’s Personal Health Information Protection Act, you may contact the Information and Privacy Commissioner of Ontario at ipc.on.ca.
14. Changes to This Policy
We may update this Privacy Policy to reflect changes in our services, practices, or legal obligations. The current version will be posted on this page with its effective date.
Where a change requires additional notice or consent, we will provide that notice or seek consent as required.