Who we are
MedClinora is operated by TetraSol Ontario Inc., 7 Treeline Crt., Markham, ON L3S 3T8, Canada. This policy explains what personal information the MedClinora website and application collect, why, who we share it with, and how long it is kept.
MedClinora is used by clinics to run their business. When a clinic keeps information about its own clients in MedClinora(for example client records, appointments, treatment records, photos, or completed forms), the clinic decides what it collects and how it uses it, and we store and process that information to provide the service to the clinic. If you are a client of a clinic, please contact the clinic about your information; we’ll pass on any request we receive to the clinic concerned.
Information we collect
About clinic owners and team members
- Account information: your name and email address, a securely hashed password, and — if you turn it on — two-step verification data. If you sign in with Google or Facebook, we receive your name, email address, and account ID from that service. We don’t store your profile picture or keep your Google or Facebook access tokens, and we never post on your behalf.
- Clinic workspace information: clinic names and locations, team memberships and roles, invitations (including the invited email address), clinic settings, the clinic’s plan, trial, and subscription status, and usage counts (for example AI chat messages, voice minutes, or text messages used this month).
- Subscription billing: when a clinic pays for its plan online, payment is handled by Stripe. We never see or store card numbers; we keep the Stripe customer and subscription IDs, invoice status, and the plan chosen.
Information clinics keep about their clients
- Client records: profiles (name, date of birth, email, phone), appointments, contact preferences (marketing consent, reminders, texts), intake and consent forms with answers and signatures, follow-up tasks, and waitlist requests.
- Clinical records: treatment records, treatment plans, clinical notes, consent records, and treatment photos. Only team members whose role includes clinical access can see them; receptionists can’t. Photos are re-encoded when uploaded, which removes camera and location data (EXIF/GPS). Who opened a clinical record is logged.
- Sales: invoices, payments recorded by staff or taken through the clinic’s own Stripe account, refunds, checkout sales, packages, memberships, gift cards (we store only a protected fingerprint of a gift-card code and its last 4 characters), loyalty points, and referrals. Inventory records are about products, not people.
- Leads: enquiries a clinic receives (for example from its website chat, booking widget, or connected Facebook lead forms), with the contact details and consent the person gave.
Each clinic’s information is kept separate from every other clinic’s, and within a clinic, access follows each team member’s role and locations.
From visitors, callers, and the public website
- Website chat: if a clinic adds MedClinora’s chat to its website, we keep the messages exchanged and, if a visitor chooses to give them, their name and email address (for example to book). The chat says when replies come from an automated assistant and asks visitors not to share health details. Messages that sound like an emergency are never sent to the AI provider.
- MedClinora’s own website assistant: we keep the questions visitors ask it on our website, its answers, the date, and the visitor’s country (worked out from their IP address, which we don’t keep), for up to 180 days, to see what people want to know and improve the assistant. We don’t keep IP addresses: a visitor’s questions are grouped under a random-looking code. If you are signed in to MedClinora, your questions are kept under your account. Questions that mention an emergency or personal or health details are kept without their text.
- Phone calls (AI voice receptionist): if a clinic uses it, every call starts by saying the caller is speaking with an AI assistant. We keep the call’s time, length, outcome, and a short summary. We don’t store recordings, transcripts, or the caller’s number; a caller’s name and call-back number are kept only if the caller agrees to a call back.
- Online booking and the booking widget: the details a client enters to book. The widget’s statistics are daily totals with no visitor, IP address, or website details.
- Public clinic pages and directory: what each clinic chooses to publish, and reports visitors send about a page.
- Inquiries: when you request a demo or contact us, the details you enter (name, work email, clinic name and type, team size, your province or — if you’re outside Canada — your country, an optional message, and your consent to be contacted). We email you a confirmation and send the request to our team by email. We don’t record your IP address with these requests.
- Information for AI agents: our website offers a summary for AI tools (
/llms.txt), Markdown versions of its public pages, and a public, read-only MCP server. These return only content already published on our website — never account, clinic, or client information. Requests are rate-limited using one-way hashed identifiers, and we don’t keep what was asked. - Security records: records of security-relevant events (for example a password change or a team change), stored without passwords, codes, or email addresses, and rate-limit counters stored under one-way hashed identifiers.
Please don’t send patient or health information through our website forms or our own demo and contact requests.
How we use it
- To provide accounts and clinic workspaces, and to keep them secure.
- To send the messages a clinic’s tools send: email verification, password resets, team invitations, booking confirmations and reminders, form and consent links, waitlist offers, receipts, and — only to clients who agreed — the clinic’s marketing emails and texts. Every marketing email has a one-click unsubscribe, and texts honour STOP replies.
- To bill clinics for their plan and send subscription receipts and payment-problem notices to clinic owners.
- To respond to demo requests and questions you send us, including the confirmation email we send you.
- To understand how the public website is used (Google Analytics, described below), so we can improve it.
We don’t sell personal information, we don’t use clinics’ client information for our own purposes, and we don’t use advertising trackers.
AI features
MedClinora’s AI features use Anthropic’s Claude models. Each feature sends only what it needs, and a clinic can turn AI features off:
- Website chat assistant: the clinic’s published information and instructions, and the recent messages of that conversation.
- Clinical note assistant: only the encounter notes the clinician typed for that visit. A clinician reviews every draft before it is finalized.
- Growth assistant: totals and trends only, never individual client records.
- Social media studio and lead follow-up drafts: the clinic’s published facts and the staff member’s request, never client data. Nothing is posted automatically.
- AI voice receptionist: the live call, handled by our voice provider (Retell AI or ElevenLabs) with the clinic’s published information.
Treatment photos are never sent to an AI provider.
Service providers
We share information with these providers only to run the parts of MedClinora described above:
- Hosting and database: our application host and our database provider (MongoDB Atlas), with data encrypted in transit and at rest.
- Email: our email delivery provider, for the messages listed above.
- Stripe: subscription payments to us, and — for clinics that connect their own Stripe account — payments clients make to the clinic. For those, the clinic is the merchant and Stripe processes the payment under its own terms.
- Anthropic: the AI features above.
- Retell AI and ElevenLabs: phone calls to a clinic’s AI voice receptionist. They may keep call audio under their own retention settings.
- Twilio: text messages a clinic sends (reminders, waitlist offers, and marketing texts to clients who agreed).
- Meta (WhatsApp Business Platform): WhatsApp messages a clinic sends (reminders, waitlist offers, and other appointment messages), where the client's phone number is on WhatsApp.
- Google Analytics: page visits on the public website only — never the application, sign-in pages, or the pages clinics’ clients use (see the Cookie Policy).
- OpenStreetMap: when a clinic saves a location or uses “Find from address”, we send that business address to OpenStreetMap’s Nominatim service to find its map pin. A public clinic page that shows a map loads it from OpenStreetMap, which, like any website, receives the visitor’s IP address.
- Google Places: if a clinic chooses to show its Google rating, we ask Google for the rating and review count using the clinic’s Google place ID. Nothing about website visitors is sent.
Services a clinic chooses to connect, under their own terms and privacy policies:
- Zoom: we create one meeting per video appointment, with its time, length, and a title with the clinic’s name — never the client’s name or health information. Meetings aren’t recorded by MedClinora.
- Google Calendar: we read only busy and free times, not event details.
- Facebook lead forms: we receive the lead’s name, email address, and phone number. We don’t post or read messages.
- Google and Facebook sign-in: when you choose to sign in with them.
- Integrations (webhooks and API keys): a clinic can send event notices to systems it chooses. These carry identifiers, statuses, and times only — never client names, contact details, or clinical information. An app the clinic gives an API key can read only what that key allows, and the clinic can revoke the key at any time.
MedClinora stores your information on servers in Mumbai, India, so it is kept outside Canada. Some providers above may also process information in other countries.
How long we keep it
- Account, clinic, client, and clinical records — including notes, consent records, photos, invoices, and payments — are kept while the account or clinic exists. Client profiles are archived rather than deleted, so a clinic keeps its treatment history. A photo a clinic removes permanently has its image deleted; a note of who removed it and why is kept.
- Website chat conversations: 365 days after their last message.
- Phone call records: 90 days.
- Booking, reminder, and waitlist message records: 90 days. Marketing email and text records: 400 days.
- Inquiries to us: 180 days. Facebook leads: 180 days.
- Security event records and the record of who opened clinical records: 180 days.
- Staff notifications: 90 days. Calendar busy times: 2 days. Usage counts: 90 days after the period ends.
- Form links stop working after 14 days or once used; completed forms are part of the client’s record.
- Expired invitations are deleted 30 days after they expire; sign-in sessions end when they expire or you sign out.
- Ending a trial or a subscription never deletes a clinic’s data.
Benchmarking
If a clinic owner opts in, the clinic’s figures are combined with other participating clinics’ into ranges (quartiles) that contain no clinic or client identifiers and are only shown when enough clinics take part. Clinics that don’t opt in aren’t included.
Your choices
You can ask to access or correct your personal information, or ask questions about this policy, through our contact form. After signing in, you can change your password and manage two-step verification from your account security page. Clinic owners can download a client’s information to answer that client’s own request; each download is recorded.
Deleting your data
You can ask us to delete your account and the personal information linked to it, including data received from Facebook or Google sign-in. We complete deletion requests within 30 days and confirm by email. See Data Deletion for how to send a request.
Cookies and browser storage
We use the cookies needed to sign you in, keep your account secure, and remember the location you chose in the dashboard; Google Analytics on the public website only; and a few items in browser storage. See the Cookie Policy.
Changes and contact
We’ll update this policy as MedClinora develops — including before any feature that handles information differently is released — and show the date of the latest version above.