Team CarePal Platform Privacy Policy

Last Updated: October 2026

CND Creations Inc. operating as Team CarePal (“Team CarePal”, “we”, “us”, or “our”) is committed to protecting the privacy, confidentiality, and security of personal information processed through the Team CarePal Platform.

The Platform includes the Team CarePal mobile and web app used by families and care partners (the “App”) and the organization dashboard used by health and community organizations (the “Dashboard”), together with related features and services (the “Services”).

This Policy explains how personal information is collected, used, disclosed, and protected when individuals and organizations use the Platform. It does not apply to our public website, teamcarepal.com. For the website, please see our Website Privacy Policy.

By accessing or using the Platform, you consent to the collection, use, and disclosure of personal information as described in this Policy. If you do not agree, please do not use the Platform.

Applicable Law and Our Role

Team CarePal complies with applicable Canadian privacy legislation, including federal and provincial private-sector privacy laws and health privacy laws where health information is involved. In the United States, information organizations add to the Platform is protected under HIPAA through our Business Associate Agreements, and your own content is protected under applicable federal and state consumer health privacy laws. Requirements vary by jurisdiction. Where this Policy and applicable law differ, the law prevails.

Our role depends on who is using the Platform:

  • Families and care partners using the App. Team CarePal is responsible for the personal information you provide to us, in accordance with this Policy and applicable private-sector privacy law.
  • Organizations using the Dashboard. When a health or community organization uses the Dashboard, that organization remains responsible for the information it enters and for having the authority or consent to do so. Where the organization is a health information custodian (or covered entity), Team CarePal acts as its information manager, agent, or service provider under a written agreement, and handles that information only as the agreement allows.

If you have questions about how an organization handles your information, please contact that organization directly.

Information We Collect

What we collect depends on your role and how you use the Platform.

Category

Examples

Account information

Name, email address, phone number, login credentials, role and access permissions

Care recipient information

Name or identifier, age range or date of birth, and care or health-related information entered with appropriate consent

Content you share

Messages, notes, tasks, schedules, documents, and updates shared within your care team

Organization information

Organization name, staff user details, and information the organization enters into the Dashboard

Billing information

Payment and billing details for organization subscriptions. The App is always free for families.

Technical and usage information

IP address, device and browser type, operating system, usage logs, and security and audit logs

We collect information directly from you, from people you authorize to act on your behalf, and from organizations you are connected with on the Platform.

Information about others. If you enter personal or health information about another person, such as a family member you care for, you confirm that you have their consent or the legal authority to do so. Please share only what is needed to coordinate their care.

Who Can See Your Information

You stay in control of who sees your information and why.

  • Your consent controls. You decide who can access your information, what they can see, and for what purpose. You can change these settings in the App at any time.
  • Care partners and supporters. If you invite a care partner, family member, or other supporter, you can change or remove their access through your settings.
  • Organizations only see what they put in. An organization can see the information it enters into the Dashboard. It cannot see what families share with each other in their own App.
  • Every consent action is logged. Grants, changes, and withdrawals of consent are recorded.

You may withdraw consent at any time, subject to legal or contractual limits. Withdrawal does not undo uses already completed, and it may limit what you can do on the Platform.

How We Use Information

We use personal information only to run and improve the Platform, including to:

  • Provide and administer the App and Dashboard;
  • Create, manage, and support user accounts;
  • Enable the information sharing and collaboration you authorize;
  • Provide technical support and respond to questions;
  • Maintain security, integrity, and audit logs;
  • Prevent fraud, misuse, or unauthorized access;
  • Improve Platform features and user experience; and
  • Meet legal and regulatory obligations.

We may use de-identified or aggregated information that does not identify any individual for analytics and service improvement. We will not use personal information for purposes unrelated to the Platform without your consent, unless permitted or required by law.

How We Disclose Information

Team CarePal does not sell personal information, and we do not use it for third-party advertising.

We may disclose personal information only:

  • To people and organizations you have authorized through your consent settings;
  • To Team CarePal employees, contractors, and service providers who need it to support the Platform and are bound by confidentiality and security obligations;
  • To service providers that support hosting, infrastructure, payment processing, or technical operations;
  • Where required or permitted by law, including court orders or lawful regulatory requests;
  • In connection with a merger, acquisition, or sale of assets, where the receiving party agrees to protect the information to standards consistent with this Policy; or
  • For other purposes with your express consent.

Health information an organization enters into the Dashboard remains under that organization’s control.

Zolo, Our AI Assistant

Zolo is an AI assistant built into the Platform that helps you find helpful resources. When you ask Zolo a question, it uses your question, and where you choose to share them, your location and burnout assessment results, to suggest resources from Team CarePal’s internal resource library. Zolo only responds when you start a conversation. Zolo cannot access health information that organizations share through the Platform.

  • Zolo shares information and resources only. It does not provide medical, legal, or financial advice.
  • Please avoid entering personal or health details that aren’t needed to find a resource.
  • Zolo is powered by Amazon Web Services’ AI service (AWS Bedrock), hosted in Canada. Your conversations are processed in real time to generate responses, are not used to train third-party AI models, and are not used for any purpose outside the Platform.

Where Information Is Stored

Platform data, including backups and Zolo processing, is stored on Amazon Web Services (AWS) in the Canada Central region. A limited number of authorized support staff, including members of our development partner’s team in the United States, may access data from outside Canada when needed to support the Platform. This access is strictly controlled, limited to what is necessary, and logged. Your data remains stored in Canada.

How We Protect Information

We use administrative, technical, and physical safeguards suited to the sensitivity of the information, including:

  • Encryption of data in transit and at rest;
  • Role-based access controls;
  • Secure authentication;
  • Audit logging and monitoring; and
  • Security requirements for our vendors and service providers.

We also maintain cyber liability insurance to support our response if a security incident occurs.

No system can be guaranteed to be completely secure. If you suspect unauthorized access to your account, please contact us right away. If a privacy breach affects your information, we will notify you and the appropriate organization or regulator as required by law.

Retention and Deletion

We keep personal information only as long as needed for the purposes it was collected for, to meet contractual obligations, or as required by law.

  • Deleting your App account. You can close your account in the App under Settings > Account, or by writing to our Privacy Officer. Your access ends and your account moves to a secure, restricted state. Content you shared with your care community, such as posts, messages, and calendar items, stays visible to remaining members so the family’s shared history stays intact. Your private content, such as journals, burnout check-ins, and Zolo conversations, is not visible to anyone. We keep your personal information for up to seven (7) years from the date of deletion to meet legal and regulatory obligations, then securely destroy or anonymize it. You may request a copy of your personal information before deleting.
  • When an organization removes a family. The information the organization shared becomes read-only and is securely stored as the organization directs. Your own care community content stays yours.
  • Organization records. Information an organization enters into the Dashboard is retained and disposed of according to that organization’s agreement with Team CarePal and its legal obligations.

Your Rights

You may request access to, or correction of, your personal information by writing to our Privacy Officer. We will respond within forty-five (45) days, or longer where permitted by law, and may ask you to verify your identity first. If we refuse a request in whole or in part, we will explain why.

If you are not satisfied with our response, you may contact the privacy commissioner in your province or territory.

If your information was entered by an organization through the Dashboard, we may refer your request to that organization, since it controls that information.

Children

You must be at least the age of majority where you live to create a Platform account. Information about a minor may be entered only by a parent, guardian, or authorized organization with the legal authority to do so.

Changes to This Policy

We may update this Policy to reflect changes in law or in how the Platform works. We will notify Platform users of material changes in the App or Dashboard. Continued use of the Platform after an update means you accept the updated Policy.

Contact Us

Questions or concerns about this Policy or how Team CarePal handles personal information can be sent to:

Team CarePal Privacy Officer
Email: admin@teamcarepal.com