Privacy policy

Your information belongs to you.

At Mensana, trust is at the heart of the care we provide. This policy explains, in plain terms, what information we collect when you visit mensana.ca, why we collect it, and what rights you have over it.

Last updated: 2026-08-26

1. What this policy covers

This policy applies to the mensana.ca website and to the information you provide when you browse it or contact us.

2. Our privacy officer

As required by law, a member of the Mensana team is responsible for the protection of personal information. You may contact this person with any question, request or concern regarding your information.

Title: Privacy Officer (Responsable de la protection des renseignements personnels)
Email: info@mensana.ca
Phone: 514 662-3432

3. The information we collect

3.1 Information you give us

When you fill out the form on our "Contact" page, we collect:

• your relationship to us (you are a patient, a loved one, a healthcare professional, a clinic);
• your first and last name;
• your email address;
• your phone number, if you choose to share it;
• the description of your situation and your message.

The "Your situation" field is a free-text field. You may enter information related to your health. We encourage you to share only what is needed for us to answer you properly. Any health information you entrust to us is treated as sensitive and given a heightened level of protection.

We also collect the information you send us when you write or call us directly.

3.2 Information collected automatically

Like most websites, mensana.ca collects certain technical information: your IP address, the type of device and browser you use, the pages you view, how you reached the site and how long you stay.

This information helps us understand how the site is used so we can improve it. It is collected for audience measurement purposes only if you consent through the banner shown on your first visit.

4. Why we collect this information

We collect your information for the following purposes only:

• to answer your request and direct you to the right resource;
• to follow up on our exchanges with you;
• to understand how the site is used, so we can make it clearer and more useful;
• to keep the site secure and working properly;
• to meet our legal obligations.

We do not use your information for targeted advertising. We do not sell, rent or trade it.

5. Your consent

When you write to us or complete our form, you consent to our using your information to answer you and follow up on your request.

For cookies that are not essential to the site's operation, your consent is obtained through the banner shown on your first visit. You may change your preferences or withdraw your consent at any time, without any impact on your journey with us. Simply write to us at info@mensana.ca.

6. Cookies

A cookie is a small file placed on your device when you visit a website. We use two categories:

• Necessary cookies, which allow the site to work properly and remember your privacy preferences. These are always active.
• Audience measurement cookies, which tell us which pages are viewed and how the site is used. These are only placed with your consent.

You may change your preferences at any time through the privacy banner, or configure your browser to block or delete cookies. Some features of the site may then be less seamless.

Where Google audience measurement tools are used, you may also install the opt-out browser add-on offered by Google, which prevents Google Analytics from collecting your data: tools.google.com/dlpage/gaoptout.

7. Who we share your information with

Your information is accessible only to the members of our team who need it to carry out their duties.

We also work with service providers who help us operate the site: hosting, email service, audience measurement. These providers are bound by contract, have access only to what is strictly necessary, and may not use your information for any other purpose.

If your request concerns a partner clinic, we share your information with them only if you ask us to or consent to it.

We may also disclose information where the law requires it.

8. Links to other websites

The mensana.ca website contains links to sites we do not own, including our Instagram and LinkedIn pages. This policy does not apply to those sites and we are not responsible for their privacy practices. We encourage you to review their own policy before sharing information with them.

9. Where your information is kept

Your information is hosted and processed in Canada.

Should a provider need to process information outside Québec, we first carry out a privacy impact assessment and ensure that the protection offered is equivalent to that required under Québec law.

10. How long we keep it

We keep your information for as long as necessary for the purposes for which it was collected:

• requests received through the form or by email: 24 months following our last exchange;
• audience measurement information: 26 months.

After these periods, the information is destroyed or anonymized, except where the law requires us to keep it longer.

11. How we protect it

We put reasonable measures in place to protect your information: restricted access limited to those who need it, encrypted connections, team awareness training and periodic review of our practices.

No transmission over the Internet is entirely secure. For this reason, we encourage you not to send us detailed health information by email or through the form. If your situation requires it, we will offer you a secure way to communicate.

12. In the event of a privacy incident

If an incident affecting your information were to occur, we promptly assess the risk involved. Where the incident presents a risk of serious injury, we notify the Commission d'accès à l'information and the individuals concerned, and take the necessary steps to limit its consequences. Every incident is recorded in a register.

13. Your rights

The law grants you several rights over your personal information:

• Access — obtain a copy of the information we hold about you.
• Correction — have inaccurate, incomplete or ambiguous information corrected.
• Withdrawal of consent — withdraw, at any time, the consent you have given us.
• De-indexing — request that the dissemination of information about you cease, or that the link giving access to it be removed.
• Portability — receive, in a structured and commonly used technological format, the computerized information you have provided to us.

To exercise any of these rights, write to us at info@mensana.ca. We will respond within 30 days of receiving your request. To protect your information, we may need to verify your identity before acting on it.

If our response does not satisfy you, you may file a complaint with the Commission d'accès à l'information du Québec (cai.gouv.qc.ca).

14. Minors

The mensana.ca website is not directed at minors. Where a request concerns a person under 14 years of age, the consent of the person having parental authority or of the tutor is required.

15. Changes to this policy

We may update this policy to reflect changes in our practices or in the law. The date of the last update appears at the top of this page. Where a significant change occurs, we will inform you through a notice on the site.

16. Contact us

For any question regarding this policy or your personal information:

Email: info@mensana.ca
Phone: 514 662-3432