Last updated on: February 29, 2021

Remedy Privacy Policy

At Remedy, we want to empower patients by providing them with faster access to healthcare. In this privacy policy, we will tell you what information we receive from Remedy patients and providers, how we use that information to connect patients with providers, and how we use that data to continually improve our services. This policy will help you understand how we use and protect your data.

Table of Contents

1. Scope of this Privacy Policy

Remedy (“Remedy,” “we,” “our,” and/or “us”) values the privacy of individuals who use our applications, websites, and related services (“Healthcare Services”) (collectively, the “Remedy Platform”). This privacy policy (the “Privacy Policy”) explains how we collect, use, and share information from Remedy users (“Users”), which are both Remedy patients (“Patients”) and Remedy providers (“Providers”).

2. Information we collect

Remedy (“Remedy,” “we,” “our,” and/or “us”) values the privacy of individuals who use our applications, websites, and related services (“Healthcare Services”) (collectively, the “Remedy Platform”). This privacy policy (the “Privacy Policy”) explains how we collect, use, and share information from Remedy users (“Users”), which are both Remedy patients (“Patients”) and Remedy providers (“Providers”).

a. Information you provide to us

i. Registration information. When you create a Remedy account, you will provide an email address and create a password (collectively, “Credentials”). You must immediately notify us if your password has been stolen or compromised by contacting our Customer Support Team. If you decide to sign up for Remedy through a third party service, such as Facebook or Google, you give us permission to access and use your information from such third party services as permitted by such third party services, and to store your log-in credentials for such third party services. Remedy has no control over, and assumes no responsibility for, the content, accuracy, privacy policies, or practices of or opinions expressed by any such third party. If you decide to sign up for Remedy using your Facebook account, we will also get basic information from your Facebook profile like your name, gender, profile photo, and Facebook friends.

ii. User Personal information. We receive Personal Information directly from you when you voluntarily provide us with such Personal Information, including, without limitation:

  • Contact information (such as your email address and phone number), demographic data (such as your gender, your date of birth and your zip code),
  • Insurance information (such as your insurance carrier, insurance plan, member ID, group ID and payer ID),
  • Medical information (such as doctors, dentists or other healthcare specialists, professionals, providers, organizations, or agents or affiliates thereof (collectively, “Healthcare Providers”) you have visited, your reasons for visit, your dates of visit, your medical history, and other medical and health information you choose to share with us),
  • Other identifying information that you voluntarily choose to provide to us, including without limitation unique identifiers such as passwords, and personal information in phone calls or emails that you send to us.

iii. User Profile information. When you join the Remedy community, you can create a Remedy Profile to share facts about yourself, which may include your name, contact information (such as your email address and phone number), date of birth, sex, insurance information (such as your insurance carrier, insurance plan, member ID, group ID and payer ID), dependent information (number of dependents you have, full name, date of birth and sex of of each dependent).

iv. Communications. If you contact us directly, we may receive additional information about you. For example, when you contact our Customer Support Team, we will receive your name, email address, phone number, the contents of a message or attachments that you may send to us, and other information you choose to provide.

b. Information we collect when you use the Remedy Platform

i. Device information. Remedy receives information from Users’ devices, including IP address, web browser type, mobile operating system version, phone carrier and manufacturer, application installations, device identifiers, mobile advertising identifiers, push notification tokens, and, if you register with your Facebook/Google account, your Facebook/Google identifier.

ii. Usage information. To help us understand how you use the Remedy Platform and to help us improve it, we automatically receive information about your interactions with the Remedy Platform, like the pages or other content you view, your actions within the Remedy app, and the dates and times of your visits. We may also automatically collect certain data when you use the Healthcare Services, such as and not limited to IP address, domain server, type of device(s) used to access our Healthcare Services, web browser(s) used to access our Healthcare Services, referring web page or other source through which you accessed the Healthcare Services, geolocation information, and other statistics and information associated with the interaction between your browser or device and Healthcare Services (collectively “Traffic Data”). Depending on applicable law, some Traffic Data may be Personal Information.

iii. HIPAA and PHI. Under a federal law called the Health Insurance Portability and Accountability Act (“HIPAA”), some demographic, health and/or health-related information that Remedy collects as part of providing the Healthcare Services may be considered “protected health information” or “PHI.” Specifically, when Remedy receives identifiable information about you from or on behalf of your Healthcare Providers, this information is considered PHI. HIPAA provides specific protections for the privacy and security of PHI and restricts how PHI is used, disclosed and redisclosed. Remedy may only use and disclose your PHI in the ways permitted by your Healthcare Provider(s). In addition, you may be asked to e-sign the Remedy authorization (the “Remedy Authorization”). Your decision to e-sign the Remedy Authorization is entirely voluntary. If you choose to e-sign the Remedy Authorization, you agree that Remedy may use and disclose your PHI in the same way it uses and discloses your Personal Information that is not PHI. If you decide to not e-sign the Remedy Authorization, then your Personal Information that is not PHI and your Personal Information that is PHI is used and disclosed only as permitted by your Healthcare Provider(s).

iv. Location information. When you open Remedy on your mobile device, we receive your location. We may also collect the precise location of your device when the app is running in the foreground or background. If you label certain locations, such as “home” and “work,” we receive that information, too. Your location information is necessary for things like matching Patients with nearby Providers. If you give us permission through your device settings or Remedy app, we may collect your location while the app is off to identify provider availability information or service updates in your area.

v. Call and text information. If you contact us directly, we may receive additional information about you. For example, when you contact our Customer Support Team, we receive information about these communications including the date and time of the call or SMS message, Users’ phone numbers, and the content of any SMS messages. For security purposes, we may also monitor and/or record the contents of phone calls made on the Remedy Platform. You will be given notice that your call may be recorded, and by proceeding you agree to allow Remedy to monitor and/or record your call.

vi. User feedback. At Remedy, we want to make sure Users are always enjoying our services. Patients and Providers may rate and review each other at the end of every appointment. We receive information about ratings and reviews, give Patients information about Providers’ ratings and reviews and vice versa. Users have the opportunity to rate and review the Remedy Platform. We receive this information and strive to continually improve our Healthcare Services.

vii. Image library information. If you permit Remedy to access the image library on your device through the permission system used by your mobile platform, we may access and store images and image information from your image gallery for purposes described at the time of consent or collection.

viii. Address book information. If you permit Remedy to access the address book on your device through the permission system used by your mobile platform, we may access and store names and contact information from your address book to facilitate invitations and social interactions that you initiate through our Platform and for other purposes described at the time of consent or collection.

ix. Native Android/iOS ID information. If you permit Remedy to access native mobile ID information including but not limited to biometric information, we may access and store native mobile ID information from your mobile device and use it to provide 2 factor authentication security services.

x. Information from Cookies and similar technologies. We collect information through the use of “cookies”, tracking pixels, and similar technologies to understand how you navigate through the Remedy Platform and interact with Remedy advertisements, to learn what content is popular, and to save your preferences. Cookies are small text files that web servers place on your device; they are designed to store basic information and to help websites and apps recognize your browser. We may use both session cookies and persistent cookies. A session cookie disappears after you close your browser. A persistent cookie remains after you close your browser and may be accessed every time you use the Remedy Platform. You should consult your web browser(s) to modify your cookie settings. Please note that if you delete or choose not to accept cookies from us, you may be missing out on certain features of the Remedy Platform.

c. Information we collect from Third Parties

i. Third Party Services. If you choose to register for Remedy or otherwise link your Remedy account with a third party’s service (such as Facebook or Google), we may receive the same type of information we collect from you (described above) directly from those services.

ii. Third Party Partners. We may receive additional information about you, such as demographic data, payment information, or fraud detection information, from third party partners and combine it with other information that we have about you.

iii. Background Information on Providers and their Practices. Remedy works with third party partners to perform practice record and criminal background checks on Providers, and we receive information from them such as publicly available information about a Provider’s practice record or criminal history.

3. How we collect information

We collect information (including Personal Information and Traffic Data) when you use and interact with our Healthcare Services, and in some cases from third party sources. This includes and is not limited to:

a. When you use the Remedy Platforms’ interactive tools and services, such as searching for Healthcare Providers, searching for available appointments with Healthcare Providers and completing medical history forms (“Medical History Forms”).

b. When you voluntarily provide information in text fields and text areas (text boxes) on the Remedy Platform or through responses to surveys, questionnaires, etc.

c. If you download and install certain applications and software we make available, we may receive and collect information transmitted from your computing device for the purpose of providing you the relevant Healthcare Services, such as information regarding when you are logged on and availability to receive updates or alert notifications.

d. If you download our mobile application or use a location-enabled browser, we may receive information about your location and mobile device, as applicable.

e. Through cookies, web beacons, analytics services and other tracking technology (collectively, “Tracking Tools”)

f. When you use contact us through the Remedy Platform, send us an email, a letter or communicate with us through a phone call.

4. How we use the information we collect

We use the information we collect from all Users to:

a. Connect Patients with Providers by providing you with the products, services and information you request

b. Provide, improve, expand, and promote the Remedy Platform

c. Analyze how the Remedy community uses the Remedy Platform

d. Communicate with you, either directly or through one of our partners, including for marketing and promotional purposes

e. Personalize the Remedy Platform and the Remedy experience for you and your contacts;

f. Send you text messages and push notifications, including and not limited to: reminding you of an upcoming appointment, notifying you about certain resources, Providers or services we think you may be interested in learning more about

g. Send you emails and text messages if you have started the process of creating an account (“Onboarding”) regarding the status of your application

h. Provide you with customer support;

i. Find and prevent fraud. This includes and is not limited to: fulfilling our legally required obligations, such as preventing, detecting and investigating security incidents and potentially illegal or prohibited activities, protecting against or deterring fraudulent, illegal, or harmful actions

j. Respond to trust and safety issues that may arise, including and not limited to, disputes between Patients and Providers, and requests from government authorities, and.

k. Enforcing our Terms of Use and other agreements

Additionally, we use the information we collect from Providers for the following purposes related to signing up on the Remedy Platform:

a. Sending emails and text messages to Providers who have started the provider application process regarding the status of their application

b. Determining a Provider’s eligibility to join the Remedy Platform

c. Notifying Providers about appointment demand and service updates, and

d. Analyzing usage demand to provide, improve, expand, and promote the Remedy Platform

5. How we share the information we collect

a. Sharing between Patients and Providers. Patients and Providers that have been matched for an appointment are able to see basic information about each other, such as names, photo, ratings, and any information they have added to their Profiles. Patients see the practice location that the Provider has provided. Patients see a Provider’s information and Provider availability that is updated several times a day. Patients’ ratings and feedback of Providers and are publicly and are publicly available on the Remedy Platform. We de-identify the ratings and feedback, but we can’t rule out that a Provider may be able to identify the Patient that provided the rating or feedback. We share Patients’ information including and not limited to phone numbers, email addresses, insurance information, medical information, medical form information (if provided) to Providers prior to the appointment. We let Providers’ know, if the status of a previously confirmed appointment was changed. We share the current status of the appointment whether it is being processed or whether it was confirmed with Patients after it is changed by Providers. If you report a lost or found item to us, we will seek to connect you with the relevant Patient or Provider, including sharing actual contact information with your permission.

b. Sharing Personal information with Third Party Partners

i. API and Integration Partners. If you connect to the Remedy Platform through an integration with a third party service, we may share information about your use of the Remedy Platform with that third party. We may share your information with our third party partners in order to receive additional information about you. We may also share your information with third party partners to create offers that may be of interest to you.

ii. Third Party Services. The Remedy Platform may allow you to connect with other websites, products, or services that we don’t have control over (for example, we may give you the ability to book a ride to your appointment using Uber from within the Remedy Platform). If you use these services, we will provide the third party with information about you to allow them to provide the service to you (for example, we would give Uber your name, phone number and address to be able to pick you up). We can’t speak to the privacy practices of these third parties, and we encourage you to read their privacy policies before deciding whether to use their services.

iii. Service Providers. We work with third party service providers to perform services on our behalf, and we may share your information with such service providers to help us provide the Remedy Platform

c. Sharing Personal information with Business Partners. We may transfer your Personal Information to another company in connection with a proposed merger, sale, acquisition or other change of ownership or control by or of Remedy (whether in whole or in part). Should one of these events occur, we will make reasonable efforts to notify you before your information becomes subject to a different privacy, security policies and practices.

d. Sharing public information. You agree that any information that you may reveal in a review posting, online discussion or forum is intended for the public and is not in any way private. Carefully consider whether to disclose any Personal Information in any public posting or forum. Your submissions may be seen and/or collected by third parties and may be used by others in ways we are unable to control or predict.

e. Protection of Remedy and Others. We also may need to disclose your Personal Information or any other information we collect about you if we determine in good faith that such disclosure is needed to:

i. Comply with or fulfill our obligations under applicable law, regulation, court order or other legal process

ii. Protect the rights, property or safety of you, Remedy or another party

iii. Enforce the Agreement or other agreements with you, or

iv. Respond to claims that any posting or other content violates third-party rights.

f. Other Information

i. We do not sell email addresses to third parties. We may share your Personal Information with our partners for advertising and marketing purposes

ii. We may share your Personal Information and/or Traffic Data with our partners who perform operational services (such as hosting, fulfillment, data storage, security, insurance verification, web service analytics, or ad serving) and/or who make certain services, features or functionality available to our users.

iii. We may disclose information that is neither Personal Information nor PHI (including non-PHI Personal Information that has been de-identified and/or aggregated) at our discretion.

iv. To determine if users have interacted with content across multiple devices and to match such devices, we work with partners who analyze device activity data and/or rely on your information (including demographic, geographic and interest-based data). To supplement this analysis, we also provide de-identified data to these partners. Based on this data, we may then display targeted advertisements across devices.

v. With our insurance partners to help determine and provide relevant coverage in the event of an incident

vi. Whenever you consent to the sharing of information

6. Your Choices

You can always opt not to disclose information to us, but some information may be needed to create an account on the Remedy Platform or to take advantage of some of the features on the Remedy Platform.

a. Email Subscriptions. You can always unsubscribe from our commercial or promotional emails but we will still send you emails relational emails about your account use and account access.

b. Push Notifications. You can opt out of receiving push notifications through your device settings. Please note that opting out of receiving push notifications may impact your use of the Remedy Platform (such as receiving an appointment reminder notification).

c. Profile Information. While your name and information including and not limited to insurance information, contact information, dependent information, etc. will always be shared with Providers, you can delete any additional information that you added to your Profile at any time if you don’t want Providers to see it including and not limited to profile picture, home address, etc. Patients will always be able to see Providers’ names, additional information, rating, cancellation policy, profile photos and practice photos.

d. Biometric information. You can opt out of sharing biometric information provided by your mobile Device’s operating system. Please note that opting out of sharing biometric information may impact your use of the Remedy Platform (such as 2 factor authentication).

e. Location Information. You can prevent your device from sharing location information at any time through your Device’s operating system settings

Editing and Accessing Your Information. If you are a registered user on the Remedy Platform, you can modify certain Personal Information or account information by logging in and accessing your account. The information you can view, update, and delete may change as the Healthcare Services change. If you would like to terminate your Remedy account, please contact us with your request. If you choose to terminate your account, we will deactivate it for you but may retain information from your account for a certain period of time and disclose it in a manner consistent with our practices under this Privacy Policy for accounts that are not closed. We also may retain information from your account to resolve disputes, collect fees owed, troubleshoot problems, analyze usage of the Remedy Platform, assist with any investigations, prevent fraud, enforce our Terms of Service, or take other actions as required or permitted by law. You must promptly notify us if any of your account data is lost, stolen or used without permission.

7. Other

a. Storage and Security of Information. We are committed to protecting the data of the Remedy community. Even though we take reasonable precautions to protect your data, no security measures can be 100% secure, and we cannot guarantee the security of your data. That being said, we endeavor to follow generally accepted industry standards to protect the Personal Information submitted to us, both during transmission and in storage. For example, when you enter sensitive information on our Site, we encrypt that information using TLS

b. How Long We Retain Your Information. We retain Personal Information about you for as long as you have an open account with us or as otherwise necessary to provide you Healthcare Services. In some cases we retain Personal Information for longer, if doing so is necessary to comply with our legal obligations, resolve disputes or collect fees owed, prevent fraud, enforce the Agreement, or as otherwise permitted or required by applicable law, rule or regulation. Afterwards, we retain some information in a depersonalized or aggregated form but not in a way that would identify you personally.

c. Information Provided on Behalf of Children and Others (“Dependents”). Remedy is not directed to children, and we don’t knowingly collect personal information from children under 13. If we find out that a child under 13 has given us personal information, we will take steps to delete that information. If you believe that a child under the age of 13 has given us personal information, please contact us.
If you are between the age of 13 and the age of majority in your place of residence, you may use the Remedy Platform only with the consent of or under the supervision of your parent or legal guardian. If you are a parent or legal guardian of a minor child, you may, in compliance with the Agreement, use the Remedy Platform on behalf of a minor child. Any information that you provide us while using the Healthcare Services on behalf of a minor child will be treated as Personal Information.
If you use the Remedy Platform on behalf of another person, regardless of age, Remedy may contact you for any communication made in connection with providing the Healthcare Services or any legally required communications. You further agree to forward or share any such communication with any person for whom you are using the Healthcare Services on behalf.

d. Updates and Changes to Our Privacy Policy. We may make changes to this Privacy Policy from time to time. If we make any material changes, we will let you know through the Remedy Platform, by email, or other communication. We encourage you to read this Privacy Policy periodically to stay up-to-date about our privacy practices. As long as you use the Remedy Platform, you are agreeing to this Privacy Policy and any updates we make to it.

e. Contact Us. Feel free to contact us at any time with any questions or comments about this Privacy Policy, your personal information, our use and sharing practices, or your consent choices.

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