Privacy & Messaging Policy
Last updated September 2026 · Lily Health (Canada)
This page describes how Lily Health obtains consent before sending appointment emails and text messages, what those messages contain, and how you can stop receiving them at any time.
Opt-in wording shown to patients
During booking (step 4, "How should we notify you?") and in the patient account, patients see these two separate, independent checkboxes. The SMS checkbox is unchecked by default and must be actively selected. Neither is required to receive care, and neither is bundled with the clinical consent checkbox.
- Email me appointment confirmations, changes and reminders.
- Yes, text me appointment messages from Lily Health at this number — appointment confirmations, reminders and scheduling updates for my virtual care visits. Message frequency varies (typically 2–4 msgs per appointment). Msg & data rates may apply. Reply STOP to opt out, HELP for help, or contact customer care at 1-888-545-9478 or info@lilyhealth.ca. See our Privacy Policy and Terms of Service.
Example of the checkbox shown on our booking form. To opt in now, use the form below.
Email and SMS consent
1. Who we are
Lily Health is a Canadian virtual clinic providing women's health (HRT) and men's health (TRT) care by secure video. 2888 Bathurst St., Unit 200, North York, ON M6B 4H6 · Tel: 1-888-545-9478 · info@lilyhealth.ca · www.lilyhealth.ca
2. How we collect consent
Consent is collected through explicit opt-in checkboxes at the moment a patient books an appointment or creates an account, and can be changed at any time in the patient account. The SMS opt-in appears directly beside the mobile number being enrolled, is unchecked by default, and is separate from both the email opt-in and the clinical Terms of Service & Virtual Care Consent. We never purchase, rent or import phone numbers or email addresses, and we never enroll a patient on someone else's behalf. Consent is stored with the patient record and, for guest bookings, with the individual booking.
3. Confirming consent
The opt-in checkbox must be actively ticked by the patient before any text message is sent, and the choice is stored with a timestamp against the patient record or booking. Immediately after opting in, the patient receives a confirmation text identifying Lily Health, the appointment it relates to and the STOP instruction, so consent is confirmed on the handset itself. The current messaging preference is always visible and reversible at lilyhealth.ca/account.
4. Consent is never a condition of care
Declining appointment emails or text messages has no effect on a patient's ability to book, attend or receive care. Patients who opt out are contacted by the remaining channel they have consented to.
5. What messages we send
Only transactional, appointment-related messages: booking confirmation, a reminder approximately 24 hours before the visit, notice when an appointment is rescheduled, and notice when an appointment is cancelled. By email we additionally send account messages such as email confirmation, password reset, and — for members — webinar invitations. We do not send marketing, promotional or third-party messages by SMS.
6. Message frequency and cost
Message frequency varies and depends on the patient's own appointment activity — typically two to four messages per booked appointment. Message and data rates may apply according to the patient's mobile carrier plan. Lily Health does not charge for messages.
7. How to opt out
Reply STOP to any text message to stop all SMS immediately; every message we send includes this instruction. Reply HELP, call 1-888-545-9478 or email info@lilyhealth.ca for assistance. Messaging preferences can also be turned on or off at any time in the patient account at lilyhealth.ca/account. Email recipients can unsubscribe from non-essential email using the link in each message; essential messages about a booked appointment continue until the appointment is cancelled or email is turned off in the account.
8. Privacy of message content
Text messages are deliberately kept free of clinical detail. They contain only the patient's first name, the appointment time, the practitioner's name and a secure link — never symptoms, diagnoses, medications, lab results or care track. Health information itself stays inside the secure patient portal and the clinical record.
9. Data handling and safeguards
Personal information and personal health information are handled in accordance with PIPEDA and applicable provincial health-privacy legislation, including PHIPA in Ontario. Access is restricted to the Lily care team involved in a patient's care, all access to patient records is written to an immutable audit log, and we never sell or share patient data with advertisers. Phone numbers collected for appointment messaging are used for that purpose only. Mobile phone numbers and SMS opt-in data will not be shared with or sold to third parties or affiliates for marketing or promotional purposes.
10. Changes and contact
We may update this policy; the date above reflects the current version. Questions about consent, messaging or privacy: info@lilyhealth.ca or 1-888-545-9478.
Sample messages
- Hi Emma — your Lily Health visit with Sarah Chen is confirmed for Tue, Sep 8, 2:00 PM (ET). Join here: <link>. Manage or reschedule: lilyhealth.ca/account. Reply STOP to opt out.
- Hi Emma — reminder: your Lily Health visit with Sarah Chen is tomorrow, Wed, Sep 9, 2:00 PM (ET). Manage: lilyhealth.ca/account. Reply STOP to opt out.
- Hi Emma — your Lily Health visit has moved to Thu, Sep 10, 4:30 PM (ET). Details: lilyhealth.ca/account. Reply STOP to opt out.
- Hi Emma — your Lily Health visit on Thu, Sep 10, 4:30 PM (ET) has been cancelled. Rebook any time: lilyhealth.ca/account. Reply STOP to opt out.
See also our Patient Terms of Service & Virtual Care Consent for the full terms that govern care at Lily Health.