About this policy
Kiwi Pharmacy & Wellness operates the Kiwi Prescriber Portal at kiwiportal.ca. This policy covers people who request access, sign in or use the portal, and professional contacts managed through its administrative tools. It is separate from privacy notices for pharmacy care, medical services, shopping and other Kiwi services.
The portal is not a patient chart. Preparation keeps patient-identifying fields on your device until you choose an available direct fax option. Direct sending transmits those fields and the signed prescription through the services described below.
Information and purposes
Access applications and professional profiles include names, professional email addresses, credentials, licence numbers, province, specialty where supplied, clinic details, self-attestation and review decisions. Kiwi uses them to verify eligibility, administer accounts and manage professional relationships. Guided access may begin before that independent review is complete. Professional details may be checked against licensing registers or other appropriate sources.
Account identifiers, roles, approval status, authentication and session information, IP addresses or derived security identifiers, browser information and security timestamps support sign-in, account recovery, access control and abuse prevention.
When a prescriber opens or downloads a blank form, we record the prescriber's account, the form and the time for the relevant pharmacy's staff to review portal use and provide professional support. These records contain no patient details or completed form contents and do not confirm that a file was saved, completed or sent.
Preparation records include the prescriber and clinic, preparation reference, catalogue product and strength, province, time and recorded rule-check results. They support preparation history and operational review; they do not establish prescription receipt or dispensing. These records can be linked to clinical activity and are treated as confidential, even though the portal database does not store patient names, dates of birth, health numbers, signatures or complete prescription documents.
Administrative information includes support correspondence, professional relationship notes, tasks, campaign preferences and delivery records, and staff activity. We also record the account reference, terms version, a content fingerprint and server timestamp when you accept the terms. Information comes from you, authorized clinic or Kiwi staff, appropriate professional sources and the providers involved in the service.
Portal messages and AI assistance
Portal messaging is for general Kiwi and portal support. We store messages exchanged with Kiwi staff or the AI assistant, sender details, timestamps, read status and staff assignment to provide support, maintain conversation history and manage replies. Pharmacy team conversations are available to the prescriber and authorised staff with the relevant pharmacy or support access. After you accept the current Terms of Use and choose to use Kiwi Assistant, your pharmacy’s owners and admins can read the new conversation’s questions and answers to check answer quality and improve support. Other pharmacy staff and support or view-as sessions cannot access that review view. We record your terms acceptance, the version linked to the conversation and owner/admin review access. Earlier private Kiwi Assistant conversations remain private from the pharmacy team and are not copied into the new conversation.
When AI assistance is enabled and used, the portal sends your question and a limited number of previous prescriber and AI messages to ElevenLabs to generate an answer. ElevenLabs and its model providers may process this text outside Canada. This connection does not automatically load your account profile, patient charts or clinical library content; information you type is part of the message you send. Portal messages and provider copies have separate retention arrangements. Deleting or closing a portal account does not automatically remove provider copies.
Do not include patient identifiers, prescriptions or clinical records in chat. AI assistance is not an emergency or clinical advice service. You can contact Kiwi directly through your usual pharmacy communication route if you prefer staff support without AI. Pharmacy team and Kiwi Assistant are separate conversations. Share with the team sends only the text you review and confirm to the team inbox; it does not copy the AI history or recall text already sent to the AI provider. Contact the privacy contact below about access, correction or removal of messaging information.
When reply-notification email is enabled, Resend receives your account email address and delivery information to send a generic notice that Kiwi has replied, with a link requiring portal sign-in. The email does not contain the conversation's message text. Reading a reply in the portal before the notification is sent cancels the pending notification.
Google and Microsoft sign-in
Social sign-in is optional and may depend on availability and your account settings. Google or Microsoft supplies basic identity information such as an account identifier, email and verification information, name and profile details where available. Supabase processes this information to authenticate you and connect the sign-in to an authorized portal account.
These sign-in flows request identity permissions, not access to your mailbox messages, calendar, contacts or Drive files. Kiwi does not receive your Google or Microsoft password. Provider identity tokens may be used briefly to verify the sign-in; the portal session uses Supabase authentication tokens.
We use sign-in information for authentication, account administration, security and support, not targeted advertising, sale or training general-purpose AI models. You can disable an enabled social-sign-in option in Account security. Removing access in your provider account does not itself delete portal records or necessarily terminate an existing portal session. Contact Kiwi for account closure.
Optional newsletters and updates
A separate, optional checkbox lets you request Kiwi Pharmacy & Wellness newsletters, practical tips, and product and portal updates at your account email address. Leaving it unchecked does not grant marketing consent. Accepting portal terms, obtaining access or being in the professional directory does not subscribe you.
We retain the email address, account reference, choice, date, source and wording of the consent or withdrawal to manage your preference and demonstrate what you requested. Consent does not automatically transfer to a new email address. You can withdraw at any time in Email preferences or by emailing info@kiwihealth.ca. Withdrawal does not prevent essential account and security messages. Marketing messages must identify Kiwi and provide an unsubscribe method.
Patient fields, signatures and local files
The PDF is first generated in your browser. Preparing or downloading it does not send patient names, dates of birth, health numbers or signatures to the portal application server. Your clinic must review and securely keep its required clinical record.
When direct fax is enabled and you authorise Send to Kiwi Pharmacy, the reviewed patient and prescription fields and signature travel over an encrypted connection directly to a separate AWS service in Canada. That service validates the request, recreates the reviewed PDF in memory and submits it to SRFax for delivery to Kiwi. The relay is designed not to write those fields or PDF bytes to its database, disk or application logs. SRFax processes and retains the fax under Kiwi's account settings; Kiwi receives the clinical document in its pharmacy workflow.
Transmission records include the account and preparation reference, document fingerprints, authorisation version and time, page count, provider job identifier and delivery status. They support access control, duplicate prevention and reconciliation. They contain no copy of the document but can be linked to a prescription and remain confidential. The prescriber must have an appropriate basis to share patient information; accepting portal terms is not the patient's consent.
Do not enter patient information into access requests, CRM notes, tasks, support messages, campaign files or other administrative fields. If you suspect information went to the wrong place, contact Kiwi without repeating it.
If you choose to save a signature, it is stored in that browser profile until removed or site storage is cleared. The portal's sign-out control attempts to clear saved signatures, but downloaded files and copies in device backups are outside that control. Use the signature removal control and check shared devices yourself.
Cookies and service providers
Cookies and browser storage support authentication, security and interface preferences. Blocking essential cookies can prevent sign-in. An optional saved signature is separate from the server-side account record.
Providers include Supabase for authentication and database services, Vercel for hosting, Resend for account and enabled reply-notification email, ElevenLabs for enabled AI messaging assistance, and Cloudflare for domain and DNS services. Google and Microsoft handle their own sign-in services. AWS provides the separate direct prescription fax relay and transmission metadata storage. SRFax processes prescription documents when direct sending is enabled, as well as patient-free professional outreach where enabled. Ordinary portal account emails are not intended to contain prescriptions or patient details. Providers receive the information necessary for their service.
Do not assume all processing takes place in Canada. Canadian application or database regions do not mean every authentication, email, support or infrastructure operation stays in Canada. Providers or their subprocessors may process information outside Canada, including in the United States, where it may be subject to foreign law.
Access is limited by role and operational need. Kiwi may disclose information with your direction or where permitted or required by law. We do not sell portal personal information or use it for targeted advertising. Agreeing to the terms does not sign you up for marketing.
Protection and retention
The portal uses authentication, role-based access, encrypted connections and activity records to help protect information. These measures do not guarantee that an internet service or user device is completely secure.
Retention depends on the information's purpose, account status, security and accountability needs, and applicable legal obligations. Account closure or a deletion request requires review; records are not all erased immediately or on one fixed automatic schedule.
Information used to make a decision directly affecting an individual must be retained for at least one year after its use under BC PIPA. Information must be destroyed or de-identified when its purpose and legal or business need have ended. An unresolved access request, complaint, investigation, dispute or other legal obligation can require relevant records to be preserved longer.
Terms-acceptance evidence is kept to establish which agreement was accepted and when, separately from ordinary activity history. Provider logs and recovery copies have separate retention arrangements, and deleted active records may remain in backups until those copies expire. Downloaded forms and local device backups remain the responsibility of the clinic or device owner. Contact the privacy contact for the retention circumstances of a particular record.
Access, correction, closure and complaints
You may request access to or correction of your personal information, ask about deletion or account closure, withdraw consent where applicable, or raise a privacy concern. Legal exceptions and retention duties can limit deletion. We may verify identity and explain the effect of a request on portal access.
Email info@kiwihealth.ca addressed to Jayden, Privacy Lead, Kiwi Pharmacy & Wellness. Describe the type of request and the portal account involved without sending patient information, identification documents, passwords or security codes. We will arrange an appropriate verification or secure communication method if needed.
The privacy contact reviews the request, coordinates a response under applicable legal time limits and explains applicable exceptions or next steps. If a concern is not resolved, you may contact the Office of the Information and Privacy Commissioner for British Columbia at oipc.bc.ca.
Updates
The revision date identifies this policy. If practices change, we will update the notice and provide additional notice or seek consent where required. A policy update is not retroactive consent to a new or unrelated use.