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Records and privacy
Two different organisations may hold information about you, and they are not the same. Asking one of them does not reach the other, so this page keeps them apart.
What TheraLume holds
Your account details, your intake answers, the introductions you received, the administrative conversations you had on the platform, any appointment records made here, any concern reports you filed, and the record of a care handoff you authorized.
TheraLume does not hold your clinical notes, your assessments, your diagnosis, or anything a clinician wrote about you in their own practice's system. It never received them.
Ask TheraLume for the information it holds
Email privacy@theralume.ca and say what you are asking for: a copy of what is held, a correction, or deletion. Include the email address on your account so the request can be matched to it.
This route does not depend on having an active connection, an active clinician, or an unrestricted account. If you can no longer sign in, say so in the email — it does not stop the request.
TheraLume can only act on what TheraLume holds. Deleting your platform data does not delete anything held by a practice you were referred to.
Ask a practice for its own clinical records
If you continued your care with an identified practice, that practice is the holder of its own clinical record about you, and it is the only one who can give you a copy, correct it, or explain how long it is kept. TheraLume cannot make that request for you and cannot obtain those records on your behalf.
Contact the practice directly, using the practice name and destination shown on the handoff you authorized. In Canada, health records are governed by provincial health-privacy law and by the clinician's regulatory college, not by TheraLume's terms.
If the practice will not respond, your province's information and privacy commissioner and the clinician's regulatory college both take complaints directly.
These routes stay open
Reporting a concern and asking about records both keep working if a clinician leaves the platform, if a conversation is closed, or if your account is restricted. Neither is gated behind an active connection.
Received does not mean reviewed by a person. This service is not monitored for emergencies.