Policies, Codes & Accountability

Purpose
This policy is intended to meet the requirements of Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005, and applies to the provision of goods and services to the public or other third parties, not to the goods themselves.

canfitpro and its PRO TRAINERS will strive to provide services in a manner consistent with the principles of dignity, independence, integration and equal opportunity.

Policy

Scope

1. This policy applies to the provision of goods and services owned and operated by canfitpro and PRO TRAINERS and third parties that act on behalf of PRO TRAINERS, The section of this policy that addresses the use of guide dogs, service animals and service dogs only applies to the provision of goods and services that take place at premises owned and operated by canfitpro and the host location used by the PRO TRAINER.
2. This policy shall also apply to all persons who participate in the development of canfitpro’s policies, practices and procedures governing the provisions of goods and services to customers of the public or the third parties.

Definitions

Assistive Device
A technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that customers, prospective customers or guests bring with them such as a wheelchair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.

Disability
The term disability includes:

• Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device
• A condition of mental impairment or a developmental disability
• A learning disability or dysfunction in one or more of the processes involved in understanding or using symbols or spoken language
• A mental disorder or
• An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act.

Guide Dog
A highly-trained working dog that has been trained to provide mobility, safety and increased independence for people who are blind.

Service Animal

• An animal is a service animal for a person with a disability if: It is readily apparent that the animal is used by the person for reasons relating to his or her disability or
• If the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.

Service Dog
A dog other than a guide dog for the blind is a service dog if:

• It is readily apparent to an average person that the dog functions as a service dog for a person with a medical disability or
• The person who requires the dog can provide on request a letter from a physician or nurse confirming that the person requires a service dog.

Support Person
A support person means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care, medical needs or access to goods and services.

The Provision of Goods and Services to Persons With Disabilities
canfitpro and its PRO TRAINERS will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:

• Ensuring that all customers receive the same value and quality
• Allowing customers with disabilities to do things in their own ways, at their own pace when accessing goods and services as long as this does not present a safety risk
• Using alternative methods when possible to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner
• Taking into account individual needs when providing goods and services and
• Communicating in a manner that takes into account the customer’s disability.

canfitpro and its PRO TRAINERS will make every reasonable effort to provide accommodation for persons with disabilities in a timely manner. In some cases, additional time will be required to make necessary arrangements and canfitpro may require up to six (6) weeks notice in order to process accommodation requests.

Assistive Devices
Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by canfitpro and its PRO TRAINERS. The provision, use and safety of personal assistive devices are the responsibility of the person with a disability.

In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure that customers are able to access our services.

Guide Dogs, Service Animals and Service Dogs
Customer with a disability that is accompanied by guide dog, service animal or service dog will be allowed access to premises that are open to the public unless otherwise excluded by law. “No pet” policies do not apply to guide dogs, service animals and/or service dogs.

Exclusion Guidelines:

• Customer with a disability that is accompanied by guide dog, service animal or service dog will be allowed access to premises that are open to the public unless otherwise excluded by law. “No pet” policies do not apply to guide dogs, service animals and/or service dogs.
• There may be rare circumstances where, for reasons of health and safety of another person, allowing a person with a disability to enter premises accompanied by a service animal needs to be considered. An example of such a situation may include where a person is allergic to animals and adversely affected if they are in close proximity to a service animal. If deemed necessary, a risk assessment will be conducted by canfitpro or the PRO TRAINERS. The risk assessment will include identifying the risks inherent with the service animal being in the area of concern and identifying alternate measures available to enable the person with a disability to access canfitpro or the PRO TRAINERS’s services.

Applicable Laws:

• The Health Protection and Promotion Act, Ontario Regulation 562 Section 60, normally does not allow animals in places where food is manufactured, prepared, processed, handled, served, displayed, stored, sold or offered for sale. It does allow guide dogs and service dogs to go into places where food is served, sold or offered for sale. However, other types of service animals are not included in this exception.
• Dog Owners’ Liability Act, Ontario: If there is a conflict between a provision of this Act or of a regulation under this or any other Act relating to banned breeds (such as pit bulls) and a provision of a by-law passed by a municipality relating to these breeds, the provision that is more restrictive in relation to controls or bans on these breeds prevails.

Recognizing a Guide Dog, Service Dog And/Or Service Animal:

If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, canfitpro and/or the PRO TRAINER may request verification from the customer, which may include:

• A letter from a physician or nurse confirming that the person requires the animal for reasons related to the disability
• A valid identification card signed by the Attorney General of Canada or,
• A certificate of training from a recognized guide dog or service animal training school.

Care and Control of the Animal:
The customer that is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and control of the animal at all time. The safety and clean up of the service animal is also the responsibility of the person with a disability.

Support Persons
If a customer with a disability is accompanied by a support person, canfitpro and the PRO TRAINER will ensure that both persons are allowed to enter the premises together and that the customer/member is not prevented from having access to the support person.

Support persons will be required to sign a liability waiver, where deemed necessary. In addition, support persons are permitted to enter canfitpro office(s) and the PRO TRAINERS locations for the purposes of providing assistance to customer with a disability only.

There may be rare circumstances where, for reasons of health and safety, canfitpro and the PRO TRAINER may require a person with a disability to be accompanied by a support person when accessing services at canfitpro and the PRO TRAINERS’ premises. For example, a customer with a brain injury or mental disorder may be prone to confusion, outbursts or agitation that are best handled by individuals who are properly trained or familiar with the person with a disability.

Where it is necessary to discuss confidential information with a customer, the customer’s consent will be obtained prior to discussing such information with the support worker present.

Notice of Disruptions in Service
Service disruptions may occur due to reasons that may or may not be within the control or knowledge of canfitpro or the PRO TRAINER. In the event of any temporary disruptions to facilities or services that customer’s with disabilities rely on to access or use canfitpro or the PRO TRAINER’S goods or services, reasonable efforts will be made to provide advance notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible.

Notifications Will Include:
In the event that a notification needs to be posted the following information will be included unless it is not readily available or known:

• Goods or services that are disrupted or unavailable
• Reason for the disruption
• Anticipated duration and
• A description of any alternative services or options.

Notifications Options:
When disruptions occur canfitpro and the PRO TRAINER will provide notice by:

• Posting notices in conspicuous places including at the point of disruption, at the main entrance and the nearest accessible entrance to the service disruption and/or on canfitpro and the PRO TRAINER’S website
• Contacting registrants for certification courses or exams
• Verbally notifying customers when they are registering for certification courses or exams
• Any other methods that we may determine are reasonable in the circumstances.

Feedback Process
canfitpro and its PRO TRAINERS will provide customers with the opportunity to give feedback on our delivery of services. Information about the feedback process will be readily available through canfitpro, or by contacting our people department. Feedback forms along with alternate methods of providing feedback such as verbally (in person or by telephone) or written (hand written, delivered, website or email), will be available upon request.

Submitting Feedback:
Customers can submit feedback to:

• Any Associates within our locations
• By contacting our People Department at 1.800.667.5622 x 261
• Via mail toPeople Department,  c/o canfitpro, 110-255 Select Ave, Toronto, ON, M1X 0B5
• By email to people@canfitpro.com

Customers who wish to provide feedback can complete a customer feedback form upon request. Verbal feedback can be submitted via phone to any canfitpro Associate.

Customers who wish to provide feedback can complete a customer feedback form upon request. Verbal feedback can be submitted via phone to any canfitpro Associate.

Customers that provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.

Where possible, feedback will be addressed immediately. Some feedback may, however, require more effort to address and may need to be reviewed before an action is taken. canfitpro and its PRO TRAINERS will respond as soon as possible in such circumstances.

Training
TRAINING WILL BE PROVIDED TO:

1. All associates, volunteers, agents and/or contractors who deal with the public or other third parties that act on behalf of canfitpro and,
2. PRO TRAINERS who deal with the public or other third parties that act on behalf of the PRO TRAINER and,
3. Those who are involved in the development and approval of customer service policies, practices and procedures.

TRAINING PROVISIONS:

• Training for canfitpro Associates and PRO TRAINERS pertaining to this policy will cover the following:
• A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005
• A review of the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07
• Instructions on how to interact and communicate with people with various types of disabilities
• Instructions on how to interact with people with disabilities who:
• Use assistive devices
• Require the assistance of a guide dog, service dog or other service animal or
• Require the use of a support person (including the handling of admission fees).
• Instructions on what to do if a person with a disability is having difficulty accessing our services.
• canfitpro’s policies, procedures and practices pertaining to providing accessible customer service to customers with disabilities.

Training Schedule:

• Training will be provided new PRO TRAINERS who deal with the public or act on canfitpro’s behalf, new Associates, volunteers, agents and/or contractors who deal with the public or act on our behalf.
• For new PRO TRAINERS, training will be a part of the PRO TRAINERS Training Camp Resource. For new associates, training will be a part of the training schedule and will need to be completed within their first ninety (90) days of employment with canfitpro.

As legislation, procedures and/or practices may change form time to time; canfitpro reserves the right to amend, change, and delete this policy from time to time in its sole discretion.

Notice of Availability and Format of Documents
canfitpro and its PRO TRAINERS shall notify customers that the documents related to the Accessibility Standard for Customer Service are available upon request and in a format that takes into account the customer’s disability. Notification of such availability will be given by posting the information in a conspicuous manner on canfitpro and its PRO TRAINERS’s website.

Procedure/Process:
Administration

If you have questions or concerns about this policy or its related procedures please contact our People Department:

• By phone at 1.800.667.5622 x261 or
• By email at people@canfitpro.com
  *This policy and its related procedures will be reviewed as required in the event of legislative changes.

With the purchase of a canfitpro membership the payment information is saved directly within the secured Member Portal environment. Your annual membership fee will auto-renew every 12 months using the payment information saved in your Account Profile.

Certification & Continuing Education Courses

All cancellation requests made within 30 days of the purchase date will receive a full refund, less non refundable products:

All requests after 30 days and up to 1 year from the purchase date will be eligible for a credit on file for purchased amount, less non refundable products, to be used on other canfitpro offerings.

Purchases of courses or exams scheduled within 5 days of the event start date are not eligible for a refund.

All purchases over 1 year are not eligible for a refund.

Non-Refundable Products:

• All Course Manuals
• Exam rewrites
• Extension fees
• Reinstatement fees
• Online Continuing Education Courses
• Memberships (Over 30 days)
• CPR & AED Courses
• CEC Quizzes
• Course material
• Shipping fees
• CEC Recognition Requests
• Tutoring Sessions

Memberships:
Cancellation requests made within 30 days of the purchase date will receive a full refund.

Events/Conferences Registrations:

No refunds will be issued for cancellations received less than 15 days prior to the event start date.

No refunds or credits will be given for no-shows, partially used registration or on-site registrations.

For Certification & Membership refund requests, please email info@canfitpro.com

For Events & Conferences refund requests, please email conferences@canfitpro.com

Certification Courses & Exams:

To defer a course or exam, at least 15 days’ notice from the start date is required, otherwise, a deferral fee will be charged:

CPR Deferral Fee	- $10
Exam Deferral Fee	- $30
Course Deferral Fee	- $45

Canfitpro - Privacy Policy

At canfitpro we are privileged each and every day to help members, delegates, course, and exam participants to achieve their health and fitness goals. We understand the need to protect personal information provided to us and take this role very seriously. Our commitment to protecting the privacy and confidentiality of our members’ personal information is addressed in this privacy policy.

We want you to understand why we collect your personal information, how the confidentiality of this information is protected and how you can find out what information concerning you is recorded. This policy applies to all canfitpro and its affiliates.

Accountability

canfitpro is responsible for your personal information under its control. We have appointed a Chief Privacy Officer who is accountable for our compliance with this Privacy Policy. Please refer to the last page of this policy for information on how to contact our Chief Privacy Officer.

Personal Information

Personal information is information about you as an individual that can be used to identify and/or contact you. This includes such information as your name, birth date, e-mail address, mailing address, telephone number, banking information, credit card number, and the like.

For our corporate partnerships, through Business Membership, Sponsorship and Booth agreements, identifying information is collected. This included such information as the business name, email, mailing address, telephone, banking information, tax registration numbers, banking information, credit card number, and the like.

You may choose not to provide us with some or all your personal information. However, this choice may prevent us from providing you with the product, services, or information that you requested or that could be offered to you.

Identifying Purposes

We will not use or disclose your personal information for any purpose other than those for which it was collected, except with your consent or as required or authorized by law. canfitpro collects personal information for the following purposes:

• Understand your needs
• Determine your admissibility for our products and services
• Inform you about our products and services, that we believe may be of interest to you
• Invite you to participate in member surveys or other opinion gathering devices; or
• Comply with the law.

Aggregate Data

Aggregate data is general information about groups of customers but not about you as an individual. We combine your personal information with that of other individuals to create aggregate data which we will use to review the following:

• To improve our products and services and develop new ones
• See demographics/locations of our members to recruit PRO TRAINERS to those areas lacking in-person teachings. This is specifically important for CPR as it cannot be taught online.
• To determine hosting locations of any in person and online event.
• Review purchases of continuing education quizzes and online courses to improve and develop new offerings.
• Review Pass/Fail Rates of exams to address large variances and ensure fair and up to date

We use third-party analytics tools, including Microsoft Clarity, to understand how visitors interact with our website and to improve user experience and website performance.

Microsoft Clarity provides insights through features such as heatmaps and session recordings, which help us analyze how users navigate and engage with our website. Microsoft Clarity collects anonymized and aggregated information, including clicks, scrolling behavior, device and browser information, and general usage patterns. It may also record sessions of user interactions.

No personally identifiable information is collected, and sensitive data such as form inputs is automatically masked. All data collected through these tools is processed and stored by third-party providers, including Microsoft, in accordance with their respective privacy policies.

By continuing to use our website, you consent to the collection and use of anonymized analytics data through third-party tools such as Microsoft Clarity. You may manage or withdraw your consent at any time via our cookie consent tool or your browser settings.

Photographs

canfitpro takes photos and videos at our conferences, both virtual and in person for promotional purposes (Highlight reels/videos and still photos). We also collect head shots of all PRO TRAINERS and Presenters to post on our website, and to use for promotional posts on social media as well.

Telecommunications

canfitpro may ask you for contact information such as your telephone, mobile or e-mail address, and keep and use this information as well as disclose it to other trusted third parties so that we or any of these third parties may contact you directly through these channels for the purpose of marketing (including telephone and e-mail marketing) of goods, services and special offers that may be of interest to you. Your consent to this is not a condition of your membership with canfitpro and you may withdraw it at any time (see below).

Contacting Us

canfitpro wants to hear from our members regarding any issues or comments they may have with respect to memberships, or any services offered. We may record this information to address them in the appropriate manner. When you contact us, by post, telephone, fax, email, live chat, through our website or through social media, we collect the information that you disclose to us. This may include details such as your name, address, telephone, fax, email and phone number, as well as your questions, inquiries, comments, complaints or requests. If you correspond with us though any media, we may keep a record of that correspondence.

Surveys

From time to time, we may ask you to complete surveys that we use for research purposes and which we will use, for example, to improve our products and services and develop new ones. We will collect the information that you provide if you respond, however you are under no obligation to respond to them.

Consent

Your knowledge and consent are required for the collection, use, or disclosure of your personal information. When you become a member, delegate, course, or exam participant of canfitpro, you consent to the use of your personal information for the purposes listed above. You may refuse or

withdraw your consent at any time; however, we may not then be able to provide you with our full range of services. We will advise you when you refuse or withdraw your consent of the impact that will have on what we are able to provide. For information on withdrawing your consent, please contact our Chief Privacy Officer.

THIRD PARTY DISCLOSURE

canfitpro is not in the business of selling member information to others. canfitpro contracts with trusted companies to act on our behalf to fulfill certain functions. We may use third party service providers to process or handle personal information on our behalf and to assist us with various services such as data processing, printing, mail distribution and marketing.

Some of our service providers are located outside of Canada. As a result, your personal information may be accessible to regulatory authorities in accordance with the law of these jurisdictions. We will take steps to ensure that such parties adhere to our policy with respect to the protection of your personal information.

Except as set out in this policy, or as required or permitted by law, canfitpro will not sell or disclose any of your personal information to any other organization and canfitpro will not transmit personal information to third parties without first obtaining your written consent to do so. canfitpro may, however, disclose information in the following cases:

• to protect the rights, property, or safety of canfitpro, our employees, our members, and others
• to comply with a subpoena, warrant or order
• to a police force, if required by law
• to a person authorized by a law or collective agreement
• to an investigative body or government institution which can oblige us to do so
• in emergency situations in which we believe that the life, health or safety of a member or other person may be in danger
• to an agent retained by canfitpro in connection with the collection of your account;

CANFITPRO MOBILE APP

When you download the “canfitpro GLOBAL” Mobile App (the “App”), we collect your email address, your name (which may also be a pseudonym/nickname), and electronic identification data (log-in data, functional cookies). This allows you to login and use the many features of the App. You are able to create your profile within the App, by entering the following profile information into the App:

· Name

· Phone

· Email

· City

· Province

· Country

· Company

· Title

· Designations and Certifications

· Profile Image (Headshot)

· BIO

canfitpro may also upload this profile information directly into the App when you register for a canfitpro event. When you log into the App, you will have the option to edit your profile information, or to remove yourself from being displayed in the event attendee list.

The App also collects and uses your personal information as follows:

· Attendee List/Profile: We display your information and attendee profile in the attendee list. You have the option to control what information is visible to other attendees, or to remove yourself from being displayed in the event attendee list.

· Surveys/Polls/Q&A: After you log into the App, if you respond to surveys, polls or engage in Q&A functionalities, your information will be accessible to the event organizers. If you are not logged into the app, your response will become anonymous.

· Gamifications/Scans: If you use the App camera to scan any session or exhibitor QR code, you are explicitly giving access to canfitpro or to an exhibitor to your profile information. If you allow exhibitors, event staff, or other attendees to scan your app profile QR code, badge QR/Bar code, you are explicitly giving them access to your profile information.

· Networking/Chat: For any event that enables private message/chat feature, the App uses your device, name, and headshot (if you upload) to establish the communication channel for the message engine. You can opt out of this feature when you log in or through the App settings at any time.

We use the information that we collect through the App for the following purposes:

• To personalize your event experience by tailoring event recommendations, notifications, and content based on user preferences.
• To send event updates, notifications, promotional materials, and relevant information to users.
• To diagnose and fix issues within our products.
• To respond to queries or requests submitted by you.
• To administer or carry out our obligations in relation to any agreement you have with us.
• To provide you with information about the event that you are attending.
• To enable App features such as “check-ins”, surveys/polls, push notifications, private in-chat messaging, agenda sessions, exhibitors, and recommendations.
• To track your attendance at sessions and deliver continuing education credits to you.
• To pre-populate App fields such as conference agendas, attendee lists, exhibitor lists, and location information.
• To facilitate social sharing functionality.
• For analytics and market research purposes to improve our services, develop new products, and launch services for other purposes.
• To process complaints and handle disputes.
• To anticipate and resolve problems with any products or services supplied to you.

canfitpro uses Eventmedia to support the App and to learn more about how our App is used to assist us in optimizing the experience for our users. To do this, canfitpro uses a tracking pixel, agent or other visitor identification technology that collects, uses, shares and stores anonymized data (for example, App feature usage, device information, sessions attended) about how end users use the App. We use third-party services for analytics of app usage. We pass your device information and name to the analytics engine to track app analytics. Event organizer can use such information to better prepare/plan future events for the attendees and other stakeholders.

Eventpedia uses cookies (small text files placed on your device) and similar technologies to provide our help the App collect data. Cookies collect non-personal information. Cookies allow us to store your preferences and settings, improve the upload process, remember you on future visits, enable you to sign in, combat fraud, and analyze how our websites and online services are performing. The Eventpedia app uses other identifiers, such as the mobile device information in apps, for similar purposes.

You have a variety of tools to control cookies, web beacons, and similar technologies, including browser controls to block and delete cookies and controls from some third-party analytics service providers to opt out of data collection through web beacons. Your browser and other choices may impact your experiences with our products.

By downloading, installing, accessing, or using the App, you consent to the terms of our Privacy Policy as it relates to the App and agree to our collection, use, and disclosure of your information as described herein. If you do not agree with any aspect of this section of our Privacy Policy, please do not use the App.

LIMITING USE, DISCLOSURE, AND RETENTION

We do not use or disclose your personal information for any purposes other than those for which it was collected, except with your consent or as required by law.

Retention

We will only retain your personal information as long as is necessary for the fulfillment of the purposes for which it was collected or as required by law. Personal information is securely stored until such time as it is no longer required, after which it is anonymized or destroyed.

Accuracy

canfitpro strives to maintain the accuracy and completeness of your personal information. You may ask us to delete or correct information contained in your file.

Safeguards

Your personal information is secure within canfitpro. We have comprehensive security controls to protect against non-authorized access, use, alteration, duplication, destruction, or disclosure. We protect your personal information by using safeguards that are appropriate to the sensitivity of the information. Each of our employees is responsible for maintaining the confidentiality and security of all

personal information to which they have access. We keep our employees informed about our policies and procedures for protecting personal information.

Member Access

In order to fulfill requests for access to information in your file or to answer any questions or address any concerns individuals may have about privacy, canfitpro has designated a Chief Privacy Officer. In addition to answering inquiries, the Chief Privacy Officer is also responsible for ensuring that the Policy requirements and related procedures are being met.

All inquiries or complaints regarding privacy should be directed in writing to the Chief Privacy Officer by mail, FAX or e-mail at the addresses below. All inquiries will be responded to within thirty (30) days from the date on which our Chief Privacy Officer has received the inquiry. canfitpro can refuse access to a file in certain circumstances.

MAIL - FAX - EMAIL

canfitpro
c/o Privacy Officer
110-225 Select Ave
Toronto, ON
M1X 0B5 CANADA

Attention: Chief Privacy Officer (416) 493-1756 privacyofficer@canfitpro.com This email address is being protected from spambots. You will need JavaScript enabled to view it.

Amendments to Our Privacy Policy

canfitpro may review and revise this privacy policy from time to time. Changes to this policy will be posted on our website at www.canfitpro.com and available on request in our clubs.