Privacy Policy Notice

Privacy Policy

Lula Women’s Helpline is committed to protecting your privacy and personal information. This Privacy Policy explains how we collect, use, store, and protect your data when you access our services, including this website, our live chat, and any other way you engage with us.

By using our services, you agree to the terms outlined below.

1. Who This Policy Applies To

This Privacy Policy applies to all individuals who use Lula Women’s Helpline services, whether through our website, chat, or other means. It covers all data collected or disclosed in the course of support interactions.

2. What Not to Do When Using Our Services

To protect your privacy and security, please do not:

• Share sensitive personal information (e.g., social insurance numbers, health records) unless necessary
• Disclose information about others without their consent
• Use our services for anything unlawful or harmful

We are a support line — not a crisis line, emergency service, or therapy provider.

3. What We Collect

We do not actively request personal information. However, we may collect:

• Voluntarily provided info (e.g., name, phone, email)
• Chat content you share with our support team
• IP address, browser/device type (collected through cookies and our chat system)

4. How We Use Your Information

Your information is used only to:

• Provide emotional support
• Respond to messages or requests
• Improve and evaluate our services
• Comply with legal obligations (e.g., court order)

We never sell your personal information.

5. Anonymized & Statistical Data

We may use anonymized or aggregated data for:

• Statistics and reporting
• Program development
• Grant or funding applications

6. Use of Cookies

Our website uses cookies to:

• Support core website functions
• Improve user experience
• Power the live chat feature (via Tawk)
• You can disable cookies in your browser settings, though it may impact site functionality.

7. Third-Party Tools

We use Tawk for live chat support. Tawk may collect your IP address and other technical info. Their data handling is governed by Tawk’s Privacy Policy.

By using our chat, you agree to Tawk’s data practices.

8. Cross-Border Data Transfers

Some data may be processed or stored outside Canada by third-party tools like Tawk. These countries may have different privacy laws; by using our chat, you agree to Tawk’s data practices.

9. Data Retention & Disposal

We do not retain personal information unless required to provide support or comply with legal obligations. Once no longer needed, data is securely deleted or anonymized.

10. Data Security & Breach Response

We take steps to protect your data from unauthorized access, loss, or misuse. If a data breach occurs:

• Affected individuals will be notified as required
• We will take swift action to contain and correct the issue

11. Children’s Privacy

Our services are intended for individuals 18 years and older. We do not knowingly collect information from children or minors.

12. Policy Updates

This Privacy Policy may be updated from time to time. Any changes will be posted here. We encourage you to check this page periodically.

13. Consent

By using our services, you consent to the limited collection and use of your information. You can withdraw consent at any time, subject to legal requirements.