Communication Policy

Application of this policy

This policy applies whenever you send or receive communication with IVONNE through any digital or electronic channel. This includes, but is not limited to:

• Email
• Text and instant messaging — including SMS/MMS and any instant-messaging or chat application (for example, but not limited to, WhatsApp, Facebook Messenger, iMessage, or similar services)
• Social media — including direct messages, comments, and mentions on any platform
• Voice — including telephone calls and voicemail
• Our client portal and website — including our chatbot and any web form
• Any other electronic or digital channel we may use now or in the future

Where a section of this policy refers to one channel, the same principles apply to the others unless we say otherwise.

1. How We Contact You

Genuine IVONNE email is sent only from these domains:

• bounces.ivonne.ca
• e.ivonne.ca
• ivonne.ca
• ivonneclinic.ca

We also use our scheduling system (8270934076adb920789aec and 40509548436adb920789b86), prescription updates from alumiermd.com, our landline at (613) 695-6662, SMS, social media (@ivonneclinic), and our website chatbot.

We will never email you from a free account like Gmail or Outlook.com, and our staff won't use personal accounts to do business. If you get a message claiming to be from us from any other address, don't click anything — call us at (613) 695-6662.

This verification — and everything in this policy — applies across all our channels: email, SMS, portal, social media, voice, and chatbot.

WhatsApp messaging. Where you choose to message us on WhatsApp, or ask us to reply to you there, those messages are delivered through WhatsApp, a service of Meta Platforms, Inc., and are subject to WhatsApp's own terms of service and privacy policy. Message content is processed on Meta's infrastructure, which may be located outside Canada. We send and receive WhatsApp messages through our messaging provider, Twilio, and keep a record of the conversation in our systems in the same way as our other client communications. Marketing messages are only sent on WhatsApp in accordance with this policy and applicable law, and you may stop receiving WhatsApp messages at any time by asking us to use a different channel or by blocking our number in the app.

Adding Us to Your Contacts and Allow List

This section applies to every client, supplier, and other person or organization that corresponds with IVONNE by email, and to anyone acting on their behalf.

What you agree to. By corresponding with us, you agree to add every email address we write to you from, and every email address you write to us at, to the contacts or address book of your email account, and to add those addresses and our sending domains to the allow list in your email service provider's management settings. Providers call this list a safe-sender list, an approved-sender list, or a whitelist. Our sending domains are listed in our Communication Policy.

Why we ask. Email providers filter unfamiliar senders into junk, spam, promotions, or quarantine folders, or reject them without telling either party. Appointment confirmations and reminders, invoices and receipts, purchase orders, results, and notices with contractual effect must reach you on time. Adding us to your contacts and allow list is the only reliable way to make sure they do.

Messages are considered received. A message we send to an email address you have given us is considered received by you when it leaves our mail system, whether or not your provider filtered, delayed, quarantined, or discarded it. Any deadline, notice period, or obligation that starts with that message starts when it is sent. You remain responsible for checking your junk, spam, promotions, and quarantine folders, and we are not responsible for a message you did not see because it was filtered.

Keeping your lists current. We tell you when we start writing to you from a new address or domain, and you agree to update your contacts and allow list promptly. If your own email address changes, tell us as described in the Communication Policy so the address on your file stays correct.

Suppliers. For suppliers, this section is in addition to the rules on supplier sending domains. It does not widen the domains from which we accept supplier email, and it does not make a message sent to us from an undeclared domain a received message.

Nothing in this section limits your rights under Canada's Anti-Spam Legislation, your ability to unsubscribe from marketing at any time, or your rights under the Personal Health Information Protection Act, 2004 or the Personal Information Protection and Electronic Documents Act.

2. How To Reach Us

For anything about your communications with us:

• General: 30482650126adb920789a7b · (613) 695-6662
• Legal notices: 17085726816adb920789bc9 (and also by regular mail — see below)
• Report a suspicious message: (613) 695-6662

Critical or legal communication should never rely on email alone — please also send it by regular mail to the address at the bottom of this policy.

3. Response Times

We aim to respond within 48 business hours, though busy periods can take longer. An automated "we received your message" reply only confirms delivery — it isn't an answer. For anything urgent, call (613) 695-6662.

Your Email Address and Your Account

Your email provider — the company that runs your mailbox, such as Google (Gmail), Microsoft (Outlook, Hotmail, Live), Yahoo, Apple (iCloud) or your internet company — decides how addresses at its domain are read. A few providers treat certain variations of an address as the same mailbox, and most do not.

Google is the clearest example. Gmail and Googlemail ignore dots before the @ and deliver anything after a + sign to the same inbox, so 22348732016adb920789c37, 30428696736adb920789c8c and 20591546436adb920789ce4 are one mailbox belonging to one person.

Where a provider works this way, we follow its rule and treat those forms as one account: you receive one copy of a mailing rather than several, and unsubscribing with any version of your address opts you out for all of them. These are the providers we currently do this for:

• fastmail.com — anything after a + sign goes to the same inbox
• gmail.com — dots in the address are ignored; anything after a + sign goes to the same inbox
• googlemail.com — dots in the address are ignored; anything after a + sign goes to the same inbox
• pm.me — anything after a + sign goes to the same inbox
• proton.me — anything after a + sign goes to the same inbox
• protonmail.com — anything after a + sign goes to the same inbox
• telus.net — anything after a + sign goes to the same inbox

Most providers do not work this way. Microsoft states that adding a dot makes it a completely different address, and Yahoo treats dots as meaningful too. At a workplace or custom domain, two addresses differing only by a dot can belong to two different people. For anything not in the list above, we treat each address as its own. If you are unsure how your provider handles dots or + addressing, check its help pages rather than assuming two forms of your address reach the same place.

Contact Details You Alone Control

The email address and mobile number you give us are not only how we reach you. They identify you in our records and are used to verify your identity when you sign in to your client portal, and when you access any account you hold with us or with a third party we work with on your behalf, including product accounts such as AlumierMD. A one-time code sent to your email address or mobile number is sufficient to obtain access.

You must therefore give us contact details that you alone control. By providing an email address or mobile number, you confirm that you are the only person with access to it, and that it is not shared with a spouse, partner, family member, employer or anyone else. This applies when you communicate with us, when you book or attend an appointment, when you sign in to your portal or a linked third-party account, and when you receive results, records, invoices or product information.

We rely on this confirmation. Where you supply contact details that others can access, personal health information may be disclosed to those persons, and they may be able to obtain access to your account. Disclosure arising in these circumstances occurs with your knowledge and consent. Under Ontario’s Personal Health Information Protection Act, 2004 (PHIPA) we take reasonable steps to protect your information against unauthorized access; we cannot control who else can open a mailbox or read messages on a device that is not exclusively yours.

If your contact details stop being exclusively yours, or you lose access to them, please tell us promptly so we can update your record and re-secure your account. You may update your details at any time through your client portal or by contacting 30482650126adb920789a7b. If you are unable to provide contact details that only you can access, tell us and we will discuss alternatives, including communicating with you by mail or in person.

If you would like us to send appointment notices or other information to another person, such as a caregiver, family member or assistant, we will record that person separately as a notification contact with your express consent. That consent is limited to the information you specify, may be withdrawn at any time, and does not give that person access to your portal, your record or your account.

Nothing in this section limits your rights under PHIPA or the Personal Information Protection and Electronic Documents Act (PIPEDA), or our obligations under them.

Why this matters to you: your visit history, rewards, gift cards and account credits are attached to your client profile. If a visit or purchase is made under an address we cannot connect to that profile, the activity can land somewhere else and may not appear where you expect. Using the same address every time keeps it together.

Please use your own address, not one shared with someone else. If a couple or a family shares one email, our records cannot reliably tell who is who, and appointments, reminders, rewards and health information may be attributed to the wrong person. Each person should have their own address. If you would like someone else to receive appointment notices for you, tell us and we will add them as a notification contact instead.

If the address on your file looks wrong, or you think your visits are split across two profiles, email 30482650126adb920789a7b and we will correct it.

4. Marketing & Your Consent

We follow Canada's Anti-Spam Legislation (CASL). We only send marketing to people who have given consent or are active clients, every marketing message has a clear opt-out, and we honour opt-out requests promptly.

Marketing may reach you by email, SMS, or phone/voicemail. To opt out of any or all of it, use the unsubscribe link in any marketing message or email 30482650126adb920789a7b. Opting out applies across the relevant channels — email, SMS, and voice — not just the one you contacted us through. We keep your contact details on file only as needed to honour your request. We refresh marketing lists every 30–90 days on a best-effort basis, so on rare occasions you may need to opt out again.

One tip: when you fill out a form or get a confirmation email, please click the "confirm your email" link — that's what ensures our messages reach you, and to keep them out of spam you can whitelist our domain. We may also adjust or pause a subscription where needed for compliance or technical reasons.

5. Acceptable Use

Our phone, voicemail, text, email, chatbot, and messaging channels are for our clients, prospective clients, and approved suppliers. Please don't:

• contact us using details from a purchased or third-party list;
• send phishing, malware, fraudulent, or other unlawful messages;
• send AI-generated messages without checking them for accuracy — we may disregard communications that are spammy or inauthentic;
• contact us from disposable or temporary email services (throwaway addresses designed to expire);
• contact us from email masking or relay services that hide your real address (for example Apple Private Relay, DuckDuckGo Email, or Firefox Relay). We need a stable address that reliably reaches you — relayed addresses are automatically declined;
• contact us from a temporary student or institutional email address (for example, Canadian college, university, or other school-issued addresses). These accounts expire when you leave the institution and can't reach you over the long term — please use a permanent personal address instead. (If you're already a client using one of these, we'll keep your address on file.)

For security, we may limit or decline communication from business or organizational domains whose ownership we cannot publicly verify — for example, a corporate domain with private/redacted WHOIS registration. We rely on public registration details to confirm who you are; if a business hides them, we have no reliable way to establish that, so we may decline until ownership is verified. (This does not apply to ordinary personal freemail accounts.) We can lift any such restriction on a case-by-case basis once ownership is confirmed.

If you're not yet in our systems. Our email systems accept messages only from recognized senders — active clients, prospective clients, and approved suppliers — to keep client information secure and our inboxes free of spam. If you're trying to reach us and you're not one of those, here's how:

• Existing clients: the best way to reach us is through your private client portal at clinic.ivonne.ca, created just for you — your messages reach us securely and are tied to your record.
• To become a client, please apply at ivonne.ca/apply. Once you're enrolled, your address is recognized automatically.
• Vendors, suppliers, and partners should pre-register through our Sell to IVONNE page rather than emailing us directly.
• For legal, privacy, or regulatory matters, messages from recognized legal, government, and regulatory senders are accepted. If a message doesn't reach us, you can also write to us at our mailing address (below).

Messages from unrecognized senders may be automatically declined and returned undelivered. This isn't personal — it's how we protect our clients' information.

Supplier Sending Domains

This section applies to every supplier, vendor, manufacturer, distributor and partner that does business with IVONNE, and to anyone acting on its behalf.

Primary domain. A supplier may communicate with IVONNE by email only from the domain on file when the relationship began (its “primary domain”), or from a domain it has declared under this section.

Communications covered. This includes order confirmations, fulfilment and shipping notices, tracking and delivery updates, invoices and statements, account manager correspondence, marketing, and automated notifications, whether sent by the supplier itself or by a platform, fulfilment provider, carrier, distributor, agency or other third party acting for it.

Notice before use. The supplier is responsible for notifying us in writing before anything is sent to us from a domain other than its primary domain, and before changing or retiring any domain on file. A new domain may not be used until we have received the notice and confirmed it in writing. The notice must state the supplier's legal name, each new domain, the platform or third party that will use it, the date it is intended to take effect, and any domain being retired.

By regular mail only. Notice must be sent by regular mail to the mailing address in the contact information at the bottom of this page, on the supplier's letterhead and signed by an authorized representative. Notice by email, telephone, chat, social media, web form, or any message sent from the new domain itself is not valid notice.

Undeclared domains. We may decline, quarantine or delete unread any communication sent from a domain that has not been declared and confirmed under this section. Such a communication is not considered received by IVONNE, whether it is a notice, invoice, price change, shipping or delivery update, or anything else with contractual effect. The supplier bears every consequence of a communication that does not reach us for this reason, and no deadline, payment term or obligation of ours is triggered or extended by it.

Personal accounts. Supplier staff, including account managers, may not do business with us from personal or free email accounts (for example Gmail or Outlook.com). Messages from such accounts are treated as coming from an undeclared domain.

6. Attachments

Keep attachments and total message size under 20 MB. For security we automatically block executable and archive files (e.g. .exe, .bat, .cmd, .zip) and encrypted Office documents. If a file is blocked, call us and we'll arrange another way to receive it.

7. Security & Suspicious Messages

We protect our communications with measures such as two-factor authentication, encryption, and SPF, DKIM, DMARC and DNSSEC on our domain. Even so, bad actors can spoof or imitate us, and we can't take responsibility for messages we didn't actually send.

If something looks suspicious — or if a message to us bounces — don't click any links; call us at (613) 695-6662 or report it using the contact details below.

An email arriving from our domain isn't automatically an official message; personal correspondence should be sent from a personal account. When you write from a government, NGO, or business address, we'll treat it as official unless you say otherwise — so please tell us the nature of your message.

8. Disclaimer & Changes

Email and digital communication are provided on a best-effort, as-is basis with no guarantee of delivery or availability. We can't take responsibility for lost, misdelivered, corrupted, spoofed, or malicious communication, and an email from our domain isn't necessarily an official message. All communication is also subject to our Terms and Conditions and Privacy Policy at www.ivonne.ca.

By contacting us — by email, form, booking, phone, paper, or in person — you agree to these policies; if you don't, please don't send us your personal information. We may update this policy at any time without notice, so please check back periodically.