Privacy Policy and Website Disclaimer
Effective date: November 3, 2026
Privacy Policy
Your privacy matters to me. This policy explains what personal information I collect through this website and my practice, how I use and protect it, and the choices you have.
Who I Am
Lisa Koole Counselling is the private practice of Lisa Koole, Registered Psychotherapist (CRPO #003928) and Registered Holistic Nutrition Practitioner. When I provide psychotherapy, I am regulated by the College of Registered Psychotherapists of Ontario (CRPO). As a regulated health professional, I am a health information custodian under Ontario’s Personal Health Information Protection Act (PHIPA), and I am the privacy contact for this practice.
Holistic nutrition is a separate service from psychotherapy. It is not regulated by CRPO, and I provide it as a member of the Global Association for Integrative Nutrition (GAIN). I protect the information of nutrition clients with the same care and safeguards described in this policy.
Information I Collect
When you visit this website
This website is hosted by Squarespace. Like most websites, it uses cookies and similar tools to keep the site working and to understand how visitors use it. This can include your IP address, browser type, device, pages visited, and general location. I use Squarespace’s built-in analytics and Google Analytics for this purpose. I do not use this information to identify you by name, although some of it, such as an IP address, can still count as personal information. You can limit cookies through your browser settings.
When you contact me
If you call, email, or use the contact form on this website, I receive the information you choose to share, such as your name, email address, phone number, and message.
When you book or attend sessions
Booking, intake and consent forms, clinical records, secure video sessions, and payments are managed through Jane App, a practice management platform. Information collected can include your contact details, health history, session notes, and billing information. Card payments are processed through Stripe. E-transfers are handled through our banks.
How I Use Your Information
I use your information to respond to your questions, schedule appointments, provide therapy and nutrition services, keep the clinical and financial records required by my regulatory college, issue receipts for insurance, and improve how this website works. I do not sell, rent, or trade your personal information.
Confidentiality and Its Limits
What you share in sessions is confidential. I will not share your personal health information without your consent, except where the law requires or permits it. Examples include:
if there is a significant risk of serious harm to you or someone else
if I have reason to suspect a child is at risk of abuse or neglect
if records are ordered by a court
if required by the College of Registered Psychotherapists of Ontario
other disclosures permitted or required by law
Whenever possible, I will talk with you about it first.
Who I Share Information With
I use a small number of service providers to run my practice:
Jane App: booking, intake and consent forms, clinical records, payments, and secure video sessions
Stripe: card payment processing
Squarespace: website hosting, the contact form, and built-in website analytics
Google: email and website analytics
These providers handle information under their own contracts and privacy terms. I share only what each one needs to provide its service.
In-person sessions in Guelph
I see clients in person on Wednesdays at Eramosa Physiotherapy, 1453 Gordon Street, Guelph. In-person sessions are booked through the clinic's own Jane account, so the clinic's system holds your contact and appointment details for those visits.
Email, Online Sessions, and Walk and Talk
Email is convenient but not fully secure, so please avoid sending detailed personal or health information by email. For anything sensitive, we can talk by phone or during a session. I will ask for your consent before we use email, text, or video to communicate.
Online sessions take place through Jane’s secure video. Please join from a private space in Ontario where you will not be overheard. During Walk and Talk sessions, other people may see us together outdoors, so we will talk about privacy and agree on a plan before we begin.
How I Protect Your Information
I use secure, password-protected systems with multi-factor authentication, and I limit access to your information. My Jane account is set to store data in Canada.
If a Privacy Breach Happens
If your personal health information is lost, stolen, or accessed without permission, I will tell you at the first reasonable opportunity, explain what happened, and take steps to limit any harm. Where the law requires it, I will also report the breach to the Information and Privacy Commissioner of Ontario.
How Long I Keep Records
As required by CRPO, I keep clinical and financial records for at least 10 years from our last interaction, or 10 years from a client’s 18th birthday, whichever is later. Records are then securely destroyed.
Your Rights
You have the right to:
ask for access to your personal health information by making a written request, which I will answer within 30 days, or within up to 30 more days if I need extra time and let you know
ask me to correct information you believe is inaccurate, and if I cannot make the change, such as for a professional opinion made in good faith, I will explain why and you can add a statement of disagreement to your record
withdraw your consent to how your information is used, subject to legal and professional requirements
ask questions or raise a concern about how your information is handled
A reasonable fee may apply for copies of records. In some situations the law allows me to refuse an access request, and if that happens, I will explain the reason in writing. To make a request, contact me using the details below.
Concerns and Complaints
If you have a concern, please contact me first so I can address it. If you are not satisfied with my response, you can take a privacy complaint to the Information and Privacy Commissioner of Ontario. Concerns about my professional conduct as a psychotherapist can be raised with the College of Registered Psychotherapists of Ontario.
Changes to This Policy
I may update this policy from time to time. The effective date at the top of this page shows when it was last changed.
Contact
Lisa Koole Counselling
Phone: 226-971-3440
Email: lisakoolecounselling@gmail.com
Website Disclaimer
Educational Information Only
The content on this website, including blog posts, is for general educational purposes. It is not therapy, counselling, nutrition advice, diagnosis, or treatment, and it is not a substitute for working with a qualified professional who knows your situation.
No Therapeutic Relationship
Reading this website, contacting me, or booking a consultation does not create a therapist-client relationship. That relationship begins only after we have both agreed to work together and you have completed the intake and consent process.
Services for Adults in Ontario
I provide services only to adults aged 18 and over who are located in Ontario at the time of each session, including online sessions.
Nutrition Information
Holistic nutrition information on this website is not medical advice. Please speak with your physician before making changes to your diet, supplements, or medications, especially if you have a health condition. My nutrition services are not designed to treat eating disorders. If you are concerned about an eating disorder, please speak with your family doctor or visit NEDIC.
Not for Emergencies
I do not offer after-hours or emergency services. If you are in crisis or worried about your safety or someone else’s:
call 911 or go to your nearest emergency room
call or text 9-8-8, the Suicide Crisis Helpline, available 24/7 across Canada
call Here 24/7 at 1-844-437-3247 for mental health and crisis support in Waterloo Wellington
Links to Other Websites
This website may link to other websites for your convenience. I am not responsible for their content or privacy practices.
Questions
If you have questions about this disclaimer, please contact me at 226-971-3440 or lisakoolecounselling@gmail.com.