Privacy Policy

NarcCount is built to hold inventory and recordkeeping information — drug identification numbers (DINs, or NDCs in the US), quantities, dates, and optional invoice or prescription reference numbers — not patient personal health information. Patient names are not required to use the Service, and we ask that you not upload them. Because NarcCount is not designed to collect or store patient health information, it is generally not acting as a health-information custodian under Ontario’s Personal Health Information Protection Act (PHIPA). If patient information does end up in a photo, a note or a file, for example a label in a count photo, we protect it like the rest of your records and remove it if you ask.

• Account information — the work email and password you use to sign in, your pharmacy’s name and address, the names/roles of team members you invite, and a phone number if you give us one.
• Payment information — your plan, invoices and billing contact. Card details are handled by our payment processor; we do not see or store your full card number.
• Reconciliation records you upload, enter or connect — purchase, dispensing, destruction, and physical-count records for controlled substances, and any other compliance records you choose to keep in the app. These typically include a drug identification number (DIN), quantity, and date, and may include an invoice or prescription (Rx) reference number where you provide it. If you install our read-only agent, it sends these records from your dispensing software automatically; it is built not to read patient, prescriber or directions fields.
• Access to your previous tool — if you ask us to move your records from another tool, we use the access you give us only to bring your own records over. We keep it encrypted for as long as the move needs, and never longer than 30 days.
• Count photos — photos of tablets and bottles taken during a count. They are kept with that count as part of the record and stored in Canada. Where the photo counter is switched on, a photo may be counted by our own pill-counting model in our own in-house data centre in Ontario. To check that counts stay accurate, a copy of the photo cut down to the counting tray — everything around the tray blacked out and any writing blurred, so labels and patient details are not in it — may be sent to outside AI models through OpenRouter (Google’s Gemini, OpenAI’s GPT and Anthropic’s Claude) to check the count, under terms that do not allow them to train their models on it. We use this data to improve NarcCount and TabCount AI and to help where we can, including training our own models in our in-house data centre in Ontario; it is never sold or shared for any other purpose. For each counted photo we keep the counter’s numbers — how many it counted, which of its marks you corrected, the number you saved, and what the accuracy check found — to check that the counter stays accurate. If you tap “Something off? Tell us” on a counted photo, we keep the choice you picked and any note you type with those numbers, so we can look into it; it never changes your count.
• Tray photos that train our own pill counter — photos counted by TabCount AI or by NarcCount’s photo counter, with a count that was checked, may be used to train our own pill-counting model. Only the part of the photo where the tablets lie is kept for this, so a label, a hand or a screen beside the tray is not, and your pharmacy is recorded only as a code that does not name it. Training happens on our own computers in our in-house data centre in Ontario, and no outside company may train its models on your photos. To opt out, email hello@tabcount.ca or support@narccount.ca. From then on your pharmacy’s photos are not used for training, the training copies already made from them are deleted at the next training run, and your counting works exactly as before. A model already trained keeps what it learned.
• Support conversations — what you send us by email or text, and for calls to our support line, the recording and transcript. Our AI support agent may answer first, and a person on our team follows up on anything it cannot answer. We keep these so we can help you and improve our support.
• Usage and technical data — basic logs (e.g. sign-in events and actions taken in the app) used to operate, secure, and audit the Service. Once you sign in, a random identifier is kept in a cookie on each browser or app install, so we can tell your devices apart and see where the app gets in your way (for example, a camera that would not open or a photo that had to be resent). It says nothing about the device itself.

We use your information to provide the Service: to compute reconciliations, surface variances, generate reports, send the reminders you ask for, secure your account, and provide support. We also use it to improve NarcCount and to help where we can, and we may share statistics that do not identify you, your pharmacy or any patient. We may email you about product news, offers, surveys and events; you can unsubscribe from those at any time, though not from service messages such as billing, security and downtime notices. We do not sell your data, and we do not use your reconciliation records for advertising.

We share your information only:

• with the service providers listed below, as needed to run the Service;
• when you direct us to;
• to comply with a law, court order, subpoena or warrant, or a lawful demand from a regulator or the police;
• to enforce our Terms, resolve a dispute about your account or collect what is owed;
• in an emergency that threatens someone’s safety; or
• to a buyer or successor if our business is sold or reorganized, who must keep to this policy.

When we receive a legal demand, we check that it is valid, disclose only what is required, and tell you unless the law stops us.

Your records are stored in Canada, in our database provider’s Canadian region (Supabase, ca-central-1), encrypted in transit (TLS) and at rest, with access restricted to your pharmacy’s authorized users through row-level security. Some operational processing by the service providers listed below — application hosting and delivery, payments, transactional email, the support line, error monitoring, optional AI features, and the count-photo accuracy check — may take place outside Canada and may be subject to the laws of those jurisdictions. We limit what each provider receives to what is needed to run the Service and require comparable protection by contract.

For people in Quebec: your information may be communicated outside Quebec — to Ontario, where our company and our in-house data centre are, and outside Canada, including to the United States, where some of the service providers listed below process it.

We rely on a small number of providers to run NarcCount:

• Supabase — database, authentication, and storage (Canadian region, ca-central-1).
• Vercel — application hosting and delivery.
• Vercel Analytics — page-view and usage statistics for narccount.ca and the app.
• Our own website statistics — on the public narccount.ca pages only (never inside the app), we record which pages are viewed, roughly how long they are read, how far they are scrolled and which links are clicked, with an approximate city and country from our hosting provider. For these statistics we do not store IP addresses, and we use only a random first-party identifier kept in your browser. This data stays in our Canadian database.
• LinkedIn Insight Tag — on the public narccount.ca pages only (never inside the app), LinkedIn’s tag measures visits and lets us build advertising audiences of people who visited our site. No patient health information or reconciliation records are ever shared with LinkedIn. You can opt out in LinkedIn’s ad settings.
• Meta Pixel (Meta Platforms) — on the public narccount.ca pages only, Meta’s pixel measures our ads and lets us show NarcCount ads on Facebook and Instagram to people who visited our site. It is not used inside the NarcCount app or on any page with pharmacy data. When it loads, Meta receives the page you visited, your browser’s details, a cookie identifier and your IP address as part of the request. You can opt out in Meta’s ad preferences or with your browser’s tracking protection.
• Cloudflare — an encrypted connection that carries a count photo from our application to our own in-house data centre and the count back. It does not store the photo.
• Stripe — payments, subscriptions and card details.
• Resend — delivery of transactional and reminder email.
• Twilio — our support phone line and text messages.
• ElevenLabs — the AI voice agent on our support line, which keeps the recording and transcript of those calls.
• OpenRouter — the AI provider used for optional AI features, our AI support agent, and the count-photo accuracy check. For AI notes on a variance, only the figures and references that analysis needs are sent; for the accuracy check, only the tray copy described above; for the support agent, the message you send it. We do not send patient identifiers.
• Sentry — error monitoring. It receives technical crash reports (error message, stack trace, page, browser); request bodies, cookies, and account identifiers are stripped before an event is sent.

We retain your reconciliation records for as long as your account is active so your count history stays continuous. Controlled-substance dispensing records generally need to be kept and retrievable for at least 10 years in Ontario (O. Reg. 264/16 s. 21) — longer for records of a minor, and well beyond the federal 2-year narcotic minimum — see the Ontario College of Pharmacists for the recordkeeping expectations that apply to your pharmacy; the rules differ in other provinces and states.

When your account ends, you can export your records for 90 days after your paid or trial access ends, and you may request export or deletion of your data. After those 90 days we may delete your data, subject to any retention required by law. You are responsible for keeping your own copy for as long as the law requires you to keep your records. What we have already learned from data, such as a trained model or statistics that do not identify you, may remain.

Consistent with Canadian privacy law (including the Personal Information Protection and Electronic Documents Act, PIPEDA), you may request access to, correction of, or deletion of your personal information, and you may withdraw consent subject to the limits of providing the Service. To make a request, contact us at the email or mailing address below. If you are not satisfied with how we handle your request, you may also contact the Office of the Privacy Commissioner of Canada.

If you are in Quebec, the Act respecting the protection of personal information in the private sector also applies. You may also ask us for the computerized personal information you gave us in a structured, commonly used technological format, or ask us to send it to a person or body you name. If you are not satisfied with how we handle your request, you may contact the Commission d’accès à l’information du Québec.

If we become aware of a breach of security safeguards involving your information that poses a real risk of significant harm, we will notify you and, where required, the appropriate authorities, without undue delay. If a confidentiality incident involving the personal information of a person in Quebec presents a risk of serious injury, we will also promptly notify the Commission d’accès à l’information du Québec and the persons concerned. Our security practices are described on our Security page.

Our Privacy Officer, who is accountable for how personal information is handled at NarcCount, is our Founder, the person with the highest authority at 1001544035 Ontario Incorporated. Under Quebec’s law this is the person in charge of the protection of personal information. Questions about this policy or your data, or to make a privacy request, email the Privacy Officer at privacy@narccount.ca (support@narccount.ca reaches us too) or write to the Privacy Officer, 1001544035 Ontario Incorporated, c/o Canadian Website Designs Inc., 2967 Dundas St W #718, Toronto, ON M6P 1Z2, Canada. See also our Terms of Service.