Privacy policy

Who we are

Phydeo is made by TotalCoaching inc., a company based in Québec, Canada. The person in charge of protecting personal information at TotalCoaching is its president. You can reach them at support@phydeo.com.

Clinics, physios and patients

When a clinic uses Phydeo, the clinic decides what patient information goes in and is responsible for it toward its patients. TotalCoaching processes that information on the clinic's behalf, only to provide Phydeo. For physio accounts and clinic billing, TotalCoaching is responsible for the information itself.

What we collect

For physios: name, email, password (stored only as a hash), photo if added, clinic name, logo, colours and contact details, and billing details through our payment processor. We never see full card numbers.

For patients, as entered by the physio: name, email or phone number to send the link, preferred language, and optionally an identifier from the clinic's own software.

Exercise content: the videos the physio films, the written instructions, and the text transcript of what the physio said while filming. The narration is turned into text on the physio's phone; the audio itself is not sent to us.

Usage: when a program is sent and when a patient opens it, and basic technical logs needed to keep the service secure and working.

How we use it

To provide Phydeo: store and send exercise programs, show patient pages in the clinic's brand, write and translate instructions, bill clinics, and offer support. We don't sell personal information, we don't show ads, and we don't use patient information to train AI models.

Written instructions and translation

Phydeo uses an AI service (Claude, by Anthropic) to draft written instructions from the narration transcript and to translate them into the patient's language. The physio must check the instructions before a patient can see them, and machine translations are labelled as such. Anthropic processes this text in the United States under a contract that doesn't allow it to use the text to train its models.

Service providers

We use a small number of providers to run Phydeo, each bound by contract to use the information only for that purpose: Railway (application and database hosting), Bunny.net (video storage, streaming and captions), Anthropic (instructions and translation), and our payment processor. Some of them store or process information outside Québec, including in the United States. Before using a provider outside Québec, we assess whether the information will be adequately protected, as Québec law requires.

How long we keep it

A program sent to a patient expires after 180 days by default. Each clinic can choose a different period. Once a program expires, its page stops working, and its videos are deleted unless the clinic still uses them in another active program. Physio accounts and clinic records are kept while the clinic is a customer, then deleted or anonymized, except what we must keep for accounting and tax purposes.

Security

Information is encrypted in transit. Patient pages are reached only through a private link, and videos only play through a short-lived signed address. Access to production systems is limited to the people who need it. If a confidentiality incident could cause serious harm, we notify the people concerned and Québec's Commission d'accès à l'information, as the law requires.

Your rights

You can ask to see, correct or delete your personal information, to get a copy of it in a commonly used format, and to withdraw your consent. Patients should first contact their clinic, which controls their information in Phydeo; we help the clinic answer. Write to support@phydeo.com. If you aren't satisfied with our answer, you can contact the Commission d'accès à l'information du Québec.

This website

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Changes

We'll post any change to this policy here with a new date, and tell clinics by email before an important change takes effect.