This page is for the Fountain Health app, made by Fountain Health Technologies Inc. in Ontario, Canada. It explains how to delete your account, what is deleted, and what Fountain keeps and for how long.
Before you delete, you can save a copy of your information. In the app, go to Profile, then Privacy & security, then Export my data.
DELETE YOUR ACCOUNT IN THE APP
- Open Fountain and sign in.
- Tap Profile.
- Scroll to the bottom and tap Delete my account.
- Read the message, tick "I understand this can't be undone.", and tap Delete.
When the deletion goes through, you are signed out. If it does not go through, the app tells you. Try again, or email us.
ASK US TO DELETE IT
If you can't use the app, or you signed up but never finished setting up, email support@fountainhealth.ca with the subject "Delete my account".
- Send it from the email address on your account, or give us the mobile number on your account.
- Tell us your date of birth.
We check these against the account before we act, and we act only on a request from the account holder. We reply within 30 days, and we tell you when the account has been deleted.
WHAT IS DELETED
- Your profile: your name, date of birth, sex at birth, phone number, email, address, coverage answers and emergency contact.
- Your health record: your allergies, medications and conditions, and your answers about pregnancy, breastfeeding and similar questions.
- Your Fountain sign-in, whether you used an email and password, a phone number, Apple or Google. This does not remove Fountain from your Apple or Google account (see below).
- Your notification settings, the push-notification tokens for your devices, any verification codes, and Fountain's list of messages sent or waiting to be sent to you.
- Any request still in progress is cancelled.
- On your past requests, your own words and your answers are removed, and the requests are no longer linked to you.
- If you texted Fountain's number from the mobile number on your account, the number and the words of those texts are removed.
WHAT FOUNTAIN KEEPS, AND FOR HOW LONG
A sealed copy of each request you sent
When a request ends, Fountain seals a copy of your details, your health record and the request as they stood at that moment. We keep it after you delete your account. It is deleted automatically after the later of two dates: 15 years after the request ended, or 15 years after your 18th birthday. The database is built to refuse any change to a sealed copy.
Your past requests, without you
What stays: the place, the dates and times, how each request ended, any note the pharmacy or clinic added, and general categories such as the kind of concern or the kind of care. They carry no link to you, and your own words and answers are gone. We have not set a time limit for these.
The log of what happened to your information
For example: when you created your account, when a request was shared, when Fountain staff opened your record, the consents you gave, whether you stopped at an emergency warning, and that you deleted your account. It is kept under an internal number, not your name. It includes technical details such as the IP address sent with actions you took in the app. We keep it at least as long as the sealed copies it describes. A year of the log is removed only after every sealed copy from that year has passed its retention period and no access request, complaint or legal hold (a legal case or order that requires us to keep it) involves it.
Records of how the app was used
Records of which screens and steps were used in the app carry no link to your account, and are deleted 180 days after they were made. Deleting your account does not remove them sooner.
Texts you sent us
If you texted Fountain's number from the mobile number on your account, Fountain keeps at most a record that each text arrived, without the number or the words. A text from any other number may keep its number and words. We have not set a time limit for either.
WHAT IS OUT OF FOUNTAIN'S HANDS
- The pharmacy or clinic. Anything a pharmacy or clinic copied into its own records or printed stays with them, under the record-keeping rules they follow. It can also still open its sealed copy of each request you sent it, in the history on its Fountain board or tablet, for as long as we keep that copy. To ask about it, contact them.
- Our service providers. The company that delivers our texts keeps its own records of them: it shows them to us for 13 months and then keeps them in an archive. Crash reports, which are not linked to your account, stay with our crash-reporting service for up to 90 days. Copies in our database provider's backups are replaced as the backups roll over, within 7 days.
- Your phone. Deleting your account does not remove the app, or the texts, notifications and emails you already received.
- Apple and Google. Deleting your Fountain account does not remove Fountain from your Apple or Google account. If you signed in with Apple or Google, remove Fountain from the apps connected to that account, in your Apple or Google account settings.
QUESTIONS AND COMPLAINTS
Privacy: privacy@fountainhealth.ca
Fountain Health Technologies Inc.
Email: support@fountainhealth.ca
Contact form: fountainhealth.ca/contact
If you are not satisfied with our answer, you can complain to the Office of the Privacy Commissioner of Canada (priv.gc.ca). For the records a pharmacy or clinic keeps, you can also contact the Information and Privacy Commissioner of Ontario (ipc.on.ca).