CoachCare

Patient User Privacy Policy

Version 1

Last Update: May 2024

This notice describes how Personal Data (defined below) and/or medical information about you may be used and disclosed and how you can obtain access to this information. Please review it carefully.

INTRODUCTION

We at Lexington Wellness Holdings, Inc. d/b/a CoachCare (“we”, “us”, “the Company”, or “CoachCare”) value your privacy and are committed to keeping your personal data confidential. We use your data solely in the context of providing the CoachCare application (“App”) and CoachCare website (collectively, the “Platform”), and providing virtual care management (“VCM”) services, including all relevant content and functionality associated with the Platform and the VCM services (collectively, the “Services”) for use by qualified physicians (“Provider Users”) to provide services and care to patients (“Patient Users”). If you are reading this Patient User Privacy Policy, you are a Patient User.

Privacy Policy Applicability

This Patient User Privacy Policy applies to personal data that CoachCare collects from Patient Users of the CoachCare Platform and the Services (“Personal Data”). The term “Personal Data” includes any information that can be used on its own or with other information in combination to identify or contact one of our users. Some of the Personal Data we collect and transmit may be considered “health data” (i.e., data related to your physical or mental health), “protected health information” or “PHI” (i.e., information that relates to your past, present, or future physical or mental health or condition(s); the provision of health care to you; or the past, present, or future payment for the provision of health care to you), and/or medical records as defined by state law

We believe that privacy and transparency about the use of your Personal Data are of utmost importance. Therefore, our privacy practices are intended to comply with the Health Insurance Portability and Accountability Act (“HIPAA”) and relevant state law related to the use and disclosure of medical records, where applicable. Additionally, in this Patient User Privacy Policy, we provide you with detailed information about our collection, use, maintenance, and disclosure of your Personal Data. The Patient User Privacy Policy explains what kind of information we collect, when and how we might use your Personal Data, how we protect Personal Data and your rights regarding your Personal Data.

For additional information related to how we use and disclose your Personal Data, health data, PHI, and/or medical records data, please contact our Privacy Officer at support@coachcare.com.

Note regarding third-party sites: Our Services may contain links to other sites that are not operated by CoachCare. If you click a third-party link, you will be directed to that third party’s site. We strongly advise you to review every site you visit the privacy policy(ies). CoachCare has no control over and assumes no responsibility for the content, privacy policies, or practices of any third-party sites or services. This Patient User Privacy Policy does not apply to your use of or access to any third-party sites or services.

Agreement to Patient User Privacy Policy Terms

BY ACCESSING AND/OR USING THE SERVICES AND PLATFORM, YOU ARE ACKNOWLEDGING THAT YOU HAVE READ AND AGREE TO THE TERMS OF THIS PATIENT USER PRIVACY POLICY. IF YOU DO NOT AGREE, YOU MUST IMMEDIATELY CEASE USING THE SERVICES AND PLATFORM.

Patient User Privacy Policy Updates

Please note that we occasionally update this Patient User Privacy Policy, and it is your responsibility to stay up to date with any amended versions. Any revisions to the Patient User Privacy Policy will be posted on the Privacy Policy Update webpage. Any changes to this Patient User Privacy Policy will be effective immediately upon providing notice via the Privacy Policy Update webpage and will apply to all Personal Data that we maintain, use, and disclose. If you continue to use the Services and Platform following such notice, you are agreeing to those changes.

Account Deletion

If at any point you no longer agree to the use and disclosure of Personal Data, as described in this Patient User Privacy Policy, you can delete your user account on the Platform (“User Account”) by sending a deletion request to support@coachcare.com with the following information:

Questions or Concerns

If you have any questions or concerns after reading this Patient User Privacy Policy, please do not hesitate to contact us at support@coachcare.com. We appreciate your feedback.

COLLECTION AND USE OF PERSONAL DATA

What Personal Data Does CoachCare Collect?

We collect four types of information from our Patient Users: (i) demographic data; (ii) medical data; (iii) support data; and (iv) technology data. Each category of data is explained in depth below.

How Will CoachCare Use Your Personal Data?

CoachCare processes your Personal Data based on legitimate business interests, the fulfillment of our Services to you, compliance with our legal obligations, and/or your consent. We only use or disclose your Personal Data when it is legally mandated or where it is necessary to fulfill those purposes described in this Patient User Privacy Policy. Where required by law, we will ask for your prior consent before disclosing your Personal Data to a third party.

More specifically, CoachCare processes your Personal Data for the following legitimate business purposes:

Does CoachCare Use Personal Data for Analytics?

CoachCare uses third-party service providers to monitor and analyze the use of the Platform as part of our Services. The analytics services and techniques we may use include but are not limited to: Google Analytics, Attributer, and ActiveCampaign.

Where Is Personal Data Processed?

The Personal Data we collect through the Platform will be stored on secure servers in the United States. CoachCare operates internationally and data related to international operations may be transferred to or from other countries for the legitimate business purposes described in this policy. For Personal Data that is transferred between countries, CoachCare complies with relevant international data transfer and privacy protection standards, including the EU-US / Swiss-US Privacy Shield and the EU Commission-approved GDPR standard contractual clauses for cross-border data transfers. You may learn more about the Privacy Shield at www.privacyshield.gov. You may review the GDPR standard contractual clauses by reviewing the CoachCare GDPR Data Protection Addendum.

In addition, Personal Data may be transmitted to third parties, which parties may store or maintain the data on their secure servers. These third parties are not permitted to transfer your Personal Data outside of the United States.

The App is “native” to your device, meaning information you enter into the App may also be stored directly on the device that you use to access and enter information into the App.

With Whom Does CoachCare Share Personal Data?

We may share your personal information with the following categories of individuals/entities:

How Long Does CoachCare Retain Personal Data?

CoachCare retains your Personal Data only if necessary and as required for our business operations, the provision of Services, archival purposes, and/or to satisfy legal requirements. The exact period of retention will depend on: (i) the amount, nature, and sensitivity of the Personal Data; (ii) the personal risk of harm for unauthorized use or disclosure; (iii) the purposes for which we process your Personal Data, including whether those purposes can be achieved through other means; (iv) any contractual obligations regarding data retention, return, or destruction; and (v) business operations and legal requirements. In general, CoachCare strives to retain your data for no longer than seven (7) years after your Account is closed (the “Retention Period”); however, the above factors may extend or decrease this Retention Period.

At the end of the applicable Retention Period, we will remove your Personal Data from our databases and will require that our Business Partners remove any identifiable Personal Data from their databases. If there is any data that we are unable to delete entirely from our systems for technical reasons, we will put in place appropriate measures to prevent any further processing of such data. Please note that once we disclose your Personal Data to third parties, we may not be able to access that Personal Data and we cannot force the deletion or modification of such information by third parties.

CoachCare and its Business Partners reserve the right to continue using de-identified data indefinitely, even after Personal Data has been removed from CoachCare’s databases. We may continue to disclose de-identified data to third parties in a manner that does not reveal personal information, as described in this Patient User Privacy Policy. Our continued use of de-identified data will comport with applicable law.

What Happens to Personal Data Submitted by Minors?

CoachCare does not knowingly collect Personal Data from individuals under the age of 18. Additionally, our Services are not directed to individuals under the age of 18. We request that these individuals not provide Personal Data to us. If we learn that Personal Data from users under the age of 18 has been collected, we will deactivate the User Account associated with that data and take reasonable measures to promptly delete such data from our records. If you are aware of a user under the age of 18 accessing the Services or Platform, please contact us at support@coachcare.com.

If you are a resident of California under the age of 18 and have registered for a User Account with us, you may ask us to remove content or information that you have posted to our Platform.

PATIENT USER RIGHTS

What Rights Do Patient Users Have Concerning Their Personal Data?

As a user of CoachCare’s Services and Platform, you have certain rights relating to your Personal Data. These rights are subject to local data protection and privacy laws and may include the right to:

Where the processing of your Personal Data by CoachCare is based on consent, you have the right to withdraw that consent at any time. If you would like to withdraw your consent or exercise any of the above rights, please contact us at support@coachcare.com.

How Can Patient Users Update, Correct, or Delete Personal Data or Their User Account?

You have the right to request restrictions on the uses and disclosures of your Personal Data. While we are not required to agree to all restriction requests, we will attempt to accommodate reasonable requests when appropriate.

You may change your email address and other contact information by accessing your CoachCare User Account. If you need to make changes or corrections to other information, you may contact us at support@coachcare.com. To comply with certain requests to limit the use of your Personal Data, we may need to terminate your ability to access and/or use some or all the Services. BY REQUESTING TO LIMIT THE USE OF YOUR PERSONAL DATA OR DELETE PERSONAL DATA, YOU ACKNOWLEDGE AND AGREE THAT COACHCARE WILL NOT BE LIABLE TO YOU FOR ANY CORRESPONDING LIMITATION IN THE SCOPE OF SERVICES OR TERMINATION OF SERVICES AS NECESSARY TO COMPLY WITH YOUR REQUEST.

You have the right to request the deletion of any Personal Data from your User Account or the CoachCare Platform. To request deletion of your Personal Data, please email us at support@coachcare.com and include a description of the Personal Data you would like removed. We will respond to all requests for data deletion as soon as reasonably possible.

Should you decide to delete your User Account entirely, you may do so by emailing support@coachcare.com. By terminating your User Account, you agree that you will not be able to access any information previously contained in your User Account. You further understand that it may not be technologically possible to remove all your Personal Data from our systems. While we will use reasonable efforts to remove your Personal Data, the need to back up our systems to protect information from inadvertent loss means a copy of your Personal Data may exist in a non-erasable form that will be difficult or impossible for us to locate or remove.

If you live in the European Economic Area, United Kingdom, or Switzerland, you may choose to permanently delete your account by contacting data.protection.office@coachcare.com. Please note that it may take up to 90 days to delete all of your information. However, we may preserve your data in order to maintain compliance with our legal obligations. For more information, please review the CoachCare GDPR Data Protection Addendum.

PROTECTION OF PERSONAL DATA

Is Personal Data Secure?

CoachCare understands the importance of data confidentiality and security. We use a combination of reasonable physical, technical, and administrative security controls to (i) maintain the security and integrity of your Personal Data; (ii) protect against any threats or hazards to the security or integrity of your Personal Data; and (iii) protect against unauthorized access to or use of such information in our possession or control that could result in substantial harm to you.

While CoachCare uses reasonable security controls, WE CANNOT GUARANTEE OR WARRANT THAT SUCH TECHNIQUES WILL PREVENT UNAUTHORIZED ACCESS TO YOUR PERSONAL DATA. COACHCARE IS UNABLE TO GUARANTEE THE SECURITY OR INTEGRITY OF PERSONAL DATA TRANSMITTED OVER THE INTERNET, AND THERE IS NO GUARANTEE THAT YOUR PERSONAL DATA WILL NOT BE ACCESSED, DISCLOSED, ALTERED, OR DESTROYED BY BREACH OF ANY OF OUR PHYSICAL, TECHNICAL, OR ADMINISTRATIVE SAFEGUARDS. ACCORDINGLY, WE DO NOT AND CAN NOT ENSURE OR WARRANT THE SECURITY OR INTEGRITY OF ANY PERSONAL DATA YOU TRANSMIT TO US. YOU ASSUME THE RISK THAT UNAUTHORIZED ENTRY OR USE, HARDWARE OR SOFTWARE FAILURE, AND OTHER FACTORS MAY COMPROMISE THE SECURITY OF YOUR PERSONAL DATA AT ANY TIME.

What Safeguards Does CoachCare Have in Place to Secure Personal Data?

CoachCare stores Personal Data on secured servers and uses a combination of technical, administrative, and physical safeguards to protect your personal information. Such safeguards include, but are not limited to, authentication, encryption, backups, and access controls.

How Can Patient Users Protect Their Personal Data?

You are solely responsible for preventing unauthorized access to your devices and your User Account by protecting your account credentials and limiting access to your devices. CoachCare has no access to or control over your device’s security settings, and it is your responsibility to implement any device-level security features and protections you feel are appropriate (e.g., password protection, encryption, remote wipe capability). We recommend that you take all appropriate steps to secure any device that you use to access our Services and Platform.

Please note that CoachCare will never send you an email requesting confidential information, such as account numbers, usernames, passwords, or Social Security Numbers. If you receive a suspicious email from CoachCare, please notify us at support@coachcare.com.

Further, if you know of or suspect any unauthorized use or disclosure of your User Account information or any other security concern, please notify CoachCare immediately.

What If CoachCare Experiences a Data or Security Breach?

CoachCare takes the security of your Personal Data seriously. In the event of a data or security breach, CoachCare will take the following actions: (i) promptly investigate the security incident, validate the root cause, and, where applicable, remediate any vulnerabilities within CoachCare’s control which may have given rise to the security incident; (ii) comply with laws and regulations directly applicable to CoachCare in connection with such security incident; (iii) as applicable, cooperate with any affected CoachCare user or client in accordance with the terms of CoachCare’s contract with such user or client; and (iv) document and record actions taken by CoachCare in connection with the security incident and conduct a post-incident review of the circumstances related to the incident and actions/recommendations taken to prevent similar security incidents in the future. CoachCare will notify you of any data or security breaches as required by and in accordance with applicable law.

ADVERTISING, MARKETING, AND TRACKING

Does CoachCare Send Marketing or Advertisement Materials?

CoachCare may use your Personal Data to contact you with newsletters, marketing, or promotion materials, and other information that may be of interest to you. You may opt-out of receiving any marketing or advertisement materials from CoachCare at any time by following the unsubscribe link or by contacting us.

Can Patient Users Opt-Out of Receiving Communications from CoachCare?

We may send communications, including emails, to you regarding your User Account and the Services or Platform. You can choose to filter any User Account, Services, and Platform emails using your email settings, but we do not provide an option for you to opt-out of these communications.

If you consent to receive marketing or other communications not related to your User Account or the Services/Platform, we will provide you with the option to opt-out of such marketing communications within the applicable message.

What Is CoachCare’s Cookie Policy?

Cookies are small files that a web server sends to your computer or device when you visit a web application that uses cookies to keep track of your activity on that site. Cookies also exist within applications when a browser is needed to view or display certain content within the application. Cookies hold a small amount of data specific to a web application, which can later be used to help remember information you entered in the application (like your email or username), preferences selected, and movement within the application. We use cookies and other technologies to, among other things, better serve you with more tailored information, and to facilitate efficient and secure access to the Services.

Our cookies do not, by themselves, contain Personal Data. Further, we do not combine the general information collected through cookies with any other Personal Data to identify you. However, we do use cookies to identify that your web browser has accessed aspects of the Services and may associate that information with your User Account (if one exists).

Presently, CoachCare may use cookies for purposes including, but not limited to, analyzing user traffic using an analytics package, identifying if you are signed into the Services, testing content on the Services, storing information about your preferences, and recognizing when you return to the Services. In addition, CoachCare may also collect information using pixel tags, web beacons, clear GIFs, or other similar technologies. This information may be used in connection with website pages and HTML formatted email messages to, among other things, track the actions of users and email recipients and compile statistics about usage and response rates.

How Can Patient Users Opt-Out of Cookies?

If you prefer, you can usually choose to set your browser to remove cookies and reject cookies. If you enable a do not track signal or otherwise configure your browsers to prevent us from collecting cookies, you will need to reenter your login information each time you visit the login page. You may also be unable to take advantage of some of the Services.

Do Not Track Disclosure

Some web browsers may transmit do not track (“DNT”) signals to websites with which the user communicates. To date, there is no industry standard for DNT, and users cannot know how a given company responds to a DNT signal they receive from browsers. CoachCare is committed to remaining apprised of DNT standards. However, CoachCare does not support DNT browser settings and does not currently participate in any DNT frameworks that would allow CoachCare to respond to signals or other mechanisms regarding the collection of your personal information.

CONTACT US

For any questions regarding our Privacy Policy, you can contact us at the following:

Mailing Address:
Lexington Wellness Holdings Inc. D/B/A CoachCare
211 E 43rd St, 7th Flr #250
New York, NY 10017 United States

Support Desk: https://coachcare.zendesk.com/hc/en-us

Email: support@coachcare.com

If you live in the European Economic Area, United Kingdom, or Switzerland and are seeking to contact us regarding data protection, please contact our EU Representative and Data Protection Officer at data.protection.office@coachcare.com.

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