Privacy Policy and Terms of Service

Effective Date: January 26, 2025

Table of Contents

I. Privacy Policy

  1. Scope of this Privacy Policy

  2. What Information We Collect
       a) Personal Information
       b) Personal Health Information
       c) Website Data (if applicable)

  3. How We Use Your Information

  4. Disclosure of Information

  5. Retention of Information

  6. Protection of Your Information

  7. Your Rights

  8. Third-Party Services

  9. Cookies and Website Analytics

  10. Updates to this Privacy Policy

  11. Contact Us

II. Terms of Service (Terms and Conditions)

  1. Services Provided

  2. Client Eligibility

  3. Appointment Scheduling
       - Fees

  4. Use of Technology

  5. Privacy and Confidentiality
       - Data Protection
       - Limits to Confidentiality

  6. Crisis Management

  7. Payment Terms
       - Billing
       - Rescheduling
       - Cancellation fee
       - Package deals
       - Refunds
       - No-show fee

  8. Client Responsibilities

  9. Limitations of Virtual Services

  10. Termination of Services

  11. Limitation of Liability

  12. Changes to Terms and Conditions

  13. Governing Law

  14. Contact Information

  15. Acknowledgment and Agreement

I. Privacy Policy

1. Scope of this Privacy Policy

This policy applies to all personal information and personal health information collected, used, or disclosed by Faren Zayda, including through our website and in-person services. It governs how we manage this information to protect your privacy.

2. What Information We Collect

a) Personal Information

  • Name, address, email, and phone number.

  • Date of birth and emergency contact information

b) Personal Health Information

  • Health history, presenting issues, and treatment goals.

  • Session notes and assessments.

  • Any other information you share during the therapeutic process.

  • Future recommendations.

c) Website Data (if applicable)

  • IP addresses and cookies for website analytics (aggregated and anonymized).

  • Data provided through online contact forms or booking systems.

3. How We Use Your Information

Your information is used solely to provide and improve our services. This includes:

  • Delivering psychotherapy, counselling, coaching, and consultation services.

  • Scheduling and managing appointments.

  • Communicating with you about your care or administrative matters.

  • Complying with legal and regulatory requirements.

  • Enhancing the quality and delivery of our services through aggregated, de-identified data.

4. Disclosure of Information

We do not disclose your personal information without your explicit consent, except in the following circumstances:

  • When there is a clear and imminent risk of serious harm to someone.

  • When we suspect that a child under the age of 18 years is at risk of abuse or neglect.

  • When a client tells us that s/he has been sexually abused by a regulated health professional.

  • When we suspect that a person in a long-term care facility is being abused.

  • When a court of law subpoenas the record.

  • When the licensing or governing body inspects records as a part of their regulatory activities in the public interest.

5. Retention of Information

We retain your personal information only as long as necessary for the purposes outlined above, or as required by law. Personal health records are securely stored for the minimum duration mandated by Canadian federal retention laws.

6. Protection of Your Information

We are committed to safeguarding your information through:

  • Encryption: Data is encrypted both in transit and at rest.

  • Access Controls: Personal information is accessible only to authorized personnel.

  • Secure Platforms: We use PHIPA-compliant tools (e.g., Owl Practice) for data storage and communication.

  • Physical Security: Paper records, if any, are stored in locked cabinets in a secure location.

  • A secure messaging portal is provided to offer a safe and confidential communication channel. Clients can securely message Faren in-between sessions for session-related updates or mutually agreed-upon accountability and/or intervention measures. Faren will not initiate communication via this portal unless you have consented and opted in to use this feature. Note that this portal is not intended for rescheduling or cancellation purposes, which must be handled via email.

7. Your Rights

You have the following rights regarding your personal information:

  • Access: You may request access to your records by contacting us in writing.

  • Withdrawal of Consent: You may withdraw your consent for specific uses of your information, subject to legal or contractual obligations.

  • Complaints: You may file a complaint with us or with the appropriate regulatory body if you believe your privacy rights have been violated.

8. Third-Party Services

We may use third-party services (e.g., Owl Practice, email providers) to facilitate operations. All third-party providers are required to comply with applicable privacy laws and regulations, including PHIPA.

9. Cookies and Website Analytics

Our website may use cookies to enhance your browsing experience. These cookies collect anonymous data for analytics purposes. You may disable cookies through your browser settings.

10. Updates to this Privacy Policy

This Privacy Policy may be updated periodically to reflect changes in legal requirements or our practices. The effective date at the top of this policy will be updated accordingly. We encourage you to review this policy regularly.

11. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy, please contact us at:
FarenZayda.com

II. Terms of Service (Terms and Conditions)

Welcome to FarenZayda.com and Faren Zayda | Specialized Support & Intervention Services ("we," "our," "us"). By accessing or using our website and services, including virtual counselling, psychotherapy, coaching, and consulting, you ("Client," "you," "your") agree to comply with and be bound by these Terms and Conditions ("Terms"). Please read these Terms carefully before using our services. If you do not agree with these Terms, do not use our website or services.

1. Services Provided

FarenZayda.com offers professional virtual counselling, psychotherapy, coaching, and consulting services delivered by licensed professionals. These services are conducted through secure, PHIPA-compliant platforms, including Owl Practice for client management, scheduling, and communication.

Important notice: Though Faren is currently living abroad in Ecuador, her licensure and residency remain in Canada.

2. Client Eligibility

To use our services, you must be at least 18 years old and able to enter into legally binding contracts. By using our services, you represent that you meet these requirements. If you are a minor (under the age of 18), you may only use our services with the involvement and consent of a parent or legal guardian.

3. Appointment Scheduling

Appointments with FarenZayda.com can be scheduled through our Owl Practice platform. The cost for services is outlined on our website, and payment is due at the time of booking unless otherwise agreed. Prices are subject to change at any time for all services, including packages, specials, and offers.

Fees

Fees for services are listed on the website. Payment must be made via the accepted payment methods at the time of booking.

4. Use of Technology

Our services are conducted through secure virtual platforms, including Owl Practice for administrative functions and encrypted video conferencing software. By using our services, you consent to the use of these technologies for your therapy, coaching, or consultation sessions.

Owl Practice

We use Owl Practice to manage appointments, client records, billing, and communications. Owl Practice complies with PHIPA (Personal Health Information Protection Act) to ensure the confidentiality and security of your personal health information.

Recordings of any kind are strictly prohibited during sessions.

5. Privacy and Confidentiality

FarenZayda.com is committed to protecting the privacy and confidentiality of your personal and health information. We follow all applicable laws, including PHIPA, to ensure that your data is handled securely and privately in Canada.

Data Protection

All client information is stored securely through Owl Practice and handled according to HIPAA and PHIPA guidelines.

Limits to Confidentiality

Your confidentiality is essential to us. However, there are circumstances where we may need to disclose your information:

  • If there is a risk of harm to yourself or others.

  • If required by law or by a court order.

  • If necessary for billing purposes, in which case only the minimal necessary information will be shared with billing partners.

6. Crisis Management

While we provide professional support, virtual sessions have limitations. In the event of a crisis, you agree to follow the emergency protocol outlined in our Virtual Crisis Management Plan. If you are experiencing an emergency, you should immediately contact your local emergency services or go to the nearest emergency department.

7. Payment Terms

Billing

Payments for sessions are processed through Owl Practice at the time of booking. Invoices will be provided following the completion of your session. This process ensures that insurance claims cannot be sent prior to services rendered.

Rescheduling

Rescheduling is available for free, up to 24 hours prior to a booking. Rescheduling within 24 hours of a booking will incur a 10% rescheduling fee.

Cancellation Fee

Cancellations may be made up to 24 hours prior to a booking. All cancellations will incur a 10% cancellation fee. This fee covers the administration costs and time spent developing client files. At this time, the Prepare/Enrich course is not refundable.

Package Deals

Packages will be paid upfront with no opportunity for refunds after the first session. If a client wishes to cancel, they must do so prior to 24 hours before the first appointment (this will incur a 10% administration fee).

Refunds

Refunds are generally not provided for services rendered unless otherwise stated. In exceptional cases (e.g., overpayment, technical error), a refund may be issued under the sole discretion of FarenZayda.com.

No-show Fee

All missed appointments without prior notice will be treated as a “no-show” and incur a no-show fee. A no-show fee is 100% of the service cost. Prior notice may or may not be considered admissible under the sole discretion of Faren.

What is a no-show: If you do not join your scheduled session on time, Faren will send a courtesy email reminder after 10 minutes. If you have not arrived within 20 minutes of the scheduled start time and have not provided notice, the session will be considered a no-show, and Faren will log off. No-shows are non-refundable. If you notify Faren within the first 10 minutes of the session or in advance, he may wait beyond the 20-minute mark; however, the session will still end at the originally scheduled time, unless Faren is able to extend it as an exception.

8. Client Responsibilities

By using our services, you agree to:

  • Provide accurate and up-to-date personal information as requested.

  • Maintain a stable and secure internet connection during virtual sessions.

  • Keep your appointments on time or notify us in advance if you are unable to attend.

  • Abide by the confidentiality terms outlined in this agreement.

9. Limitations of Virtual Services

While our online services provide significant flexibility, there are inherent limitations to virtual counselling, psychotherapy, coaching, and consulting. These include:

  • Limited ability to assess non-verbal cues.

  • Technical issues that may disrupt the session.

  • In some cases, virtual sessions may not be suitable for certain emergencies or severe mental health conditions that require in-person intervention.

10. Termination of Services

FarenZayda.com reserves the right to terminate or suspend services at any time if:

  • You fail to comply with these Terms.

  • Your conduct is deemed harmful to the therapeutic process.

  • You violate the confidentiality agreement or fail to maintain respectful communication.

11. Limitation of Liability

FarenZayda.com is committed to providing high-quality services; however, we do not guarantee any specific results or outcomes. By using our services, you agree to hold FarenZayda.com harmless for any direct or indirect damages that may arise from using the services, except in cases of gross negligence or intentional misconduct.

12. Changes to Terms and Conditions

FarenZayda.com reserves the right to modify or update these Terms at any time. Any changes will be posted on this page, and the effective date will be updated accordingly. By continuing to use our services after such changes, you agree to be bound by the updated Terms.

13. Governing Law

These Terms and Conditions shall be governed by and construed in accordance with the laws of Canada. Any disputes that arise in connection with these Terms will be resolved through mediation or binding arbitration in Canada.

14. Contact Information

If you have any questions or concerns about these Terms and Conditions, please contact us at:
FarenZayda.com

15. Acknowledgment and Agreement

By using the services of FarenZayda.com, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. If you do not agree with these Terms, you should discontinue use of our services immediately.