Your personal information is kept private, with a few legal and ethical exceptions outlined by our regulatory colleges in Ontario, Canada and the Personal Health Information Protection Act (PHIPA).

Your information is used only for:

• Providing therapy services
• Maintaining clinical records
• Administrative purposes (e.g., scheduling, billing)

We do not sell or share your information for marketing purposes.

Your personal information will not be shared without your informed written consent, except in the following circumstances where disclosure may be required or permitted by law in the following situations:

• If there is a risk of serious harm to yourself or others
• If there are reasonable grounds to suspect abuse or neglect of a child or certain vulnerable individuals
• If records are required by law, such as through a court order or other legal obligation
• If disclosure is required for regulatory or legal oversight (e.g., college audits)

We may offer services via secure video or phone.

Please note:

• Electronic communication (email/text) is not fully secure.
• You are responsible for ensuring a private, confidential space during virtual sessions.

Your therapist will review confidentiality and its limits with you before starting therapy.

Your participation in therapy with Finding Solutions Together is 100% voluntary.

You have the right to:

• Be treated with respect, dignity, and professionalism
• Receive ethical, competent, and evidence-informed care
• Ask questions and be informed about your treatment
• Participate in decisions about your care
• Withdraw from therapy at any time
• Request a referral to other services if needed

We will make reasonable efforts to accommodate your needs or provide appropriate referrals where necessary.

Your clinical record is a legal document that includes session summaries and relevant clinical information. These notes may not reflect every detail of your sessions. Records are securely maintained in accordance with PHIPA (Personal Health Information Protection Act).

Records are typically retained for at least:

• 10 years after your last session, or
• 10 years after a minor reaches age 18

You have the right to request access to your records, subject to legal and ethical limitations.

When records are released:

• Written consent is required prior to any disclosure
• Information about third parties will be redacted to protect their privacy
• Whenever possible, consent should be obtained from all involved parties

We strongly recommend that records be accompanied by a Summary Report, which provides clearer context, including:

• Presenting concerns and therapeutic goals
• Relevant background information
• Interventions used and progress
• Clinical impressions and recommendations

We also recommend a review (debrief) session to support you in understanding how your records may be interpreted by others.

Fees may apply for the preparation of reports, record review, or file transfers. Please discuss any financial questions with your therapist.

We require at least 24 hours’ notice to cancel or reschedule an appointment.

Appointments cancelled with less than 24 hours’ notice, or missed appointments, may be subject to a fee of up to the full session cost, at the discretion of Finding Solutions Together.

Fees will be reviewed with you prior to starting services.

Finding Solutions Together accepts payment by VISA, Mastercard, and American Express only through your JaneApp profile.

• Payment is due at the time of the session
• Receipts are provided for insurance reimbursement
• Clients are responsible for any unpaid balances

We do not store, keep record of, or have access to any of your credit card information. Your information is securely protected in accordance with privacy and security policies required by our regulatory bodies and PHIPA. Please see our Privacy policy for more details.

Fees for services such as reports, record preparation, or extended consultations may be billed separately.

For clients under the age of 18, we require the informed consent of all biological parents or legal guardians before services can begin. This requirement may be waived if appropriate legal documentation is provided confirming sole custody or sole decision-making authority.

For more information about enroling a minor in psychotherapy counselling, please see our FAQ page.

Finding Solutions Together retains personal information only for as long as necessary to:

• Provide therapeutic and counselling services;
• Meet legal, regulatory, professional, and insurance requirements;
• Respond to inquiries and requests; and
• Maintain accurate business and financial records.

Client Records

Records are typically retained for at least:

• 10 years after your last session, or
• 10 years after a minor reaches age 18

Records may be retained longer where required by law, professional standards, court proceedings, investigations, insurance requirements, or other legal obligations.

Website Contact Forms and Inquiries

Information submitted through our website, email, or telephone inquiries will be retained only as long as necessary to respond to your request, provide services, or meet legal and business obligations.

Financial Records

Invoices, receipts, and other financial records may be retained for at least seven (7) years in accordance with applicable tax and accounting requirements.

How We Protect Your Information

We take reasonable steps to protect personal information from loss, theft, unauthorized access, disclosure, copying, use, or modification. Safeguards may include:

• Secure electronic storage systems;
• Password-protected devices and accounts;
• Restricted access to records;
• Encryption and secure communication methods where appropriate; and
• Confidential handling of information by authorized personnel.

Destruction of Records

When personal information is no longer required and retention obligations have been met, records are securely destroyed.

Requests for Access or Questions

Individuals may request access to their personal information or ask questions about our retention practices by contacting us.