This Privacy Notice for Clarence Health Inc. ("Clarence Health," "we," "us," or "our") explains how and why we may collect, use, store, disclose, and otherwise process personal information when you use our services (the "Services").
This includes when you download or use our mobile application, web applications, caregiver portal, use our conversation-based digital health support service or engage with us through sales, marketing, events, support, or other communications.
Reading this Privacy Notice can help you understand your privacy rights and choices. If you do not agree with our policies and practices, please do not use the Services. If you have questions or concerns, please contact us at info@clarencehealth.com.
Summary of Key Points
What personal information do we process? We process personal information based on how you interact with Clarence Health, the choices you make, and the features you use. This may include account information, communications, health-related information you choose to provide, app and device information, and preferences needed to operate and personalize the Services.
Do we process sensitive personal information? Yes. Some information you choose to provide may be considered sensitive under applicable laws, including health-related information. We process sensitive personal information with your consent or as otherwise permitted by applicable law with the same standards and care of large health systems - SOC2 & HIPAA compliance with annual third party auditing.
Do we sell personal information? No. We do not sell your personal information. We do not use your health-related information to target advertising to you. We do not share your health-related conversations, medications, conditions, goals, reminders, or similar health information with advertising platforms for targeted advertising. We may use advertising and analytics tools to measure general campaign performance, such as page views, signup clicks, app installs, and/or account creation.
Do we collect information from third parties? For direct-to-consumer users, we generally collect information directly from you. If you use the Services through an organization or integrated service, we may receive information from that organization or service as described at the time of collection, in a separate agreement or through consent.
How do we process your information? We process personal information to provide, improve, secure, and administer the Services; communicate with you; support account functionality; prevent fraud and abuse; comply with law; and for other purposes with your consent.
How do we keep your information safe? We use technical, administrative, and organizational safeguards designed to protect personal information. However, no electronic transmission or storage system can be guaranteed to be 100% secure.
What are your rights? Depending on where you live, you may have rights to access, correct, export, delete, or restrict certain processing of your personal information. You can make requests through our data request page or by contacting us at info@clarencehealth.com.
Table of Contents
- What information do we collect?
- How do we process your information?
- When and with whom do we share your personal information?
- Do we offer artificial intelligence-based products?
- International processing and storage
- How long do we keep your information?
- How do we keep your information safe?
- Do we collect information from minors?
- SMS mobile
- What are your privacy rights?
- Controls for Do-Not-Track features
- Do United States residents have specific privacy rights?
- Do we make updates to this notice?
- How can you contact us about this notice?
- How can you review, update, export, or delete the data we collect from you?
1. What Information Do We Collect?
We collect the information needed to create and support your account, provide Clarence Health features, respond to you, and keep the Services working safely. Most of the personal information we collect is information you choose to provide when you use the Services.
Personal Information You Provide to Us
We collect personal information that you voluntarily provide when you create or use an account, use features of the Services, communicate with us, request support, or otherwise contact us. The personal information we collect may include:
- Name, username, email address, password, and account credentials;
- Communications with us, including support requests and feedback;
- Health-related information you choose to provide, including information entered in conversations, reminders, goals, medication routines, appointment information, uploaded content, caregiver-related information, or other health-related interactions;
- Preferences, settings, and information needed to personalize the Services; and
- Other information you choose to provide.
If a caregiver or other user provides information about you, we process that information as described in this Privacy Notice and as permitted by applicable law.
Sensitive Information
When necessary, with your consent or as otherwise permitted by applicable law, we may process sensitive personal information, including health-related information. Because Clarence may collect health-related information that you choose to provide, we use that information to provide and personalize the Services, including conversations, reminders, goals, routines, and related app functionality.
You may request deletion of your account and associated personal information. If your account is deleted, you will no longer be able to use the Services since an account profile is required to fulfill these services.
Application and Device Data
If you use our application, we may automatically collect device and technical information needed to operate, secure, troubleshoot, and improve the Services, such as mobile device ID, device model, operating system, application version, browser type, Internet Protocol address, mobile carrier, and information about app features accessed.
We may also request permission to send push notifications related to your account or certain features of the application. You can turn off push notifications through your device settings.
2. How Do We Process Your Information?
We process personal information for the purposes described in this Privacy Notice and based on how you interact with the Services. In general, we use personal information to operate Clarence Health, personalize your experience, protect the Services, communicate with you, and comply with legal obligations.
- To create, authenticate, maintain, and manage your account;
- To provide, operate, personalize, and improve the Services;
- To generate responses, reminders, summaries, suggestions, and other features you request or use;
- To respond to questions, support requests, and feedback;
- To maintain security, prevent fraud, troubleshoot issues, and protect the Services;
- To evaluate campaign performance and improve our products, services, communications, and user experience;
- To comply with legal obligations, enforce our terms, or protect our rights; and
- For other purposes with your consent.
Where feasible, we use aggregated, de-identified, or otherwise privacy-protective information for analytics, product improvement, and performance measurement.
We do not sell your personal information. We do not use your health-related information to target advertising to you. We do not share your health-related conversations, medications, conditions, goals, reminders, or similar health information with advertising platforms for targeted advertising. We may use advertising and analytics tools to measure general campaign performance, such as page views, signup clicks, app installs, or account creation, but we do not send health-related conversations, medication information, condition information, goals, reminders, or similar health information to advertising platforms for targeted advertising.
3. When and With Whom Do We Share Your Personal Information?
We may share personal information only in the situations described below, such as with service providers that help us operate the Services, when required for legal or safety reasons, in connection with a business transaction, or when you direct us to share information or give us consent.
Service providers. We may share personal information with service providers that help us operate, secure, maintain, and improve the Services. These service providers may include cloud hosting providers, database and infrastructure providers, analytics providers, customer support tools, communications providers, and other technology vendors.
Business transfers. We may share or transfer information in connection with, or during negotiations of, a merger, sale of company assets, financing, acquisition, reorganization, or similar transaction involving all or part of our business.
Legal, safety, and security purposes. We may disclose information where we believe it is necessary to comply with applicable law, respond to lawful requests, enforce our terms, protect the rights and safety of Clarence Health, our users, or others, or detect and prevent fraud, abuse, or security issues.
With your direction or consent. We may share information when you direct us to do so or give us consent.
4. Do We Offer Artificial Intelligence-Based Products?
Yes. We offer products, features, and tools powered by artificial intelligence, machine learning, natural language processing, speech technologies, or similar technologies. These tools help provide conversational support, reminders, summaries, translation, search, personalization, and related functionality.
Use of AI Technologies and Service Providers
We may share personal information with service providers that help us operate, secure, maintain, and improve the Services. These service providers may include cloud hosting providers, database and infrastructure providers, AI model providers, analytics providers, customer support tools, communications providers, and other technology vendors.
For example, we may use Microsoft infrastructure and cloud services, and we may use AI model providers such as OpenAI, Anthropic, Google, Microsoft, or other providers to process user inputs and generate responses within the Services. These providers process information on our behalf to help provide the Services. We do not permit third-party AI model providers to use Clarence user data to train their AI models.
Our AI Products
Our AI Products may support several functions within the Services, including:
- Natural language processing;
- AI-powered conversations and assistance;
- AI bots and app features;
- AI insights, summaries, and reminders;
- AI search; and
- AI translation.
Personal information processed through AI Products is handled in accordance with this Privacy Notice and our agreements with service providers. AI-generated responses are intended for informational and support purposes only and are not medical diagnosis, treatment, emergency support, or a substitute for a clinician.
5. International Processing and Storage
We are based in the United States, and we and our service providers may process and store personal information in the United States and other countries. Privacy laws in these countries may differ from the laws where you live, and your information may be accessible to courts, law enforcement, or governmental authorities where permitted by law. When we use service providers to process personal information, we take steps designed to protect that information through contractual, technical, and organizational safeguards, and we remain responsible for personal information that we transfer to service providers for processing as required by applicable law.
6. How Long Do We Keep Your Information?
We keep personal information for as long as necessary to fulfill the purposes described in this Privacy Notice, unless a longer retention period is required or permitted by law, such as for accounting, security, legal, or compliance purposes.
When we have no ongoing business need to process personal information, we will delete or anonymize it, or, if deletion or anonymization is not immediately possible, securely store it and isolate it from further processing until deletion is possible. We may retain limited information where necessary or permitted for legal, security, fraud-prevention, dispute-resolution, backup, accounting, or compliance purposes. If we retain information for these purposes, we will limit further processing to those purposes.
7. How Do We Keep Your Information Safe?
We use appropriate and reasonable technical, administrative, and organizational safeguards designed to protect the security of personal information we process. However, no electronic transmission over the Internet or information storage technology can be guaranteed to be 100% secure.
Although we work to protect personal information, transmission of personal information to and from the Services is at your own risk. You should access the Services only within a secure environment. If we become aware of a security incident involving personal information, we will investigate and respond in accordance with our security protocols and applicable law. Where required by law, we will notify affected individuals, regulators, or other parties.
8. Do We Collect Information From Minors?
The Services are intended for users who are 18 years of age or older. We do not knowingly collect, solicit data from, or market to people under 18 years of age, nor do we knowingly sell such personal information. By using the Services, you represent that you are at least 18 years old.
If we learn that personal information from a user under 18 years of age has been collected, we will deactivate the account and take reasonable measures to promptly delete such data from our records or otherwise handle it in accordance with applicable law. If you become aware of personal information we may have collected from a child under age 18, please contact us at info@clarencehealth.com.
9. SMS Mobile
The Clarence Health SMS program is managed by Clarence Health Inc. When you opt in to the service, we may send you an SMS message to confirm your signup. This service may be used to send notifications about medication and health reminders, summaries of information users request, and other health-related notices.
You can cancel this service at any time by texting "STOP." After you send "STOP," we will send a reply message confirming that you have been unsubscribed. After this, you will no longer receive messages from us. If you want to join again, sign up as you did the first time.
If at any time you forget what keywords are supported, text "HELP." After you send "HELP," we will respond with instructions on how to use the service and how to unsubscribe.
Carriers are not liable for delayed or undelivered messages. Message and data rates may apply. Message frequency varies. If you have questions about your text or data plan, contact your wireless provider. For questions about Clarence Health SMS services, contact info@clarencehealth.com.
10. What Are Your Privacy Rights?
Depending on your country, province, state, or other place of residence, you may have certain rights regarding your personal information. These rights may include the ability to access, correct, export, delete, or restrict certain processing of your personal information.
- Request access to personal information we hold about you;
- Request correction of inaccurate or incomplete personal information;
- Request deletion of your account or certain personal information;
- Obtain a copy of personal information you provided to us;
- Withdraw consent where we rely on consent to process personal information; and
- Appeal or complain about our handling of your request, where applicable law provides that right.
Withdrawing consent may affect your ability to use some features. You may request deletion of your account and associated personal information. If your account is deleted, you will no longer be able to use the Services since an account profile is required to operate the Services. To exercise privacy rights, please contact us at info@clarencehealth.com. We will consider and act upon requests in accordance with applicable law.
11. Controls for Do-Not-Track Features
Most web browsers and some mobile operating systems and mobile applications include a Do-Not-Track ("DNT") feature or setting. At this stage, no uniform technology standard for recognizing and implementing DNT signals has been finalized. As a result, we do not currently respond to DNT browser signals or other mechanisms that automatically communicate your choice not to be tracked online. If a standard for online tracking is adopted that we must follow in the future, we will inform you in a revised version of this Privacy Notice.
12. Do United States Residents Have Specific Privacy Rights?
If you are a resident of a U.S. state with an applicable privacy law, you may have additional rights to request access to and receive details about the personal information we maintain about you and how we have processed it, correct inaccuracies, obtain a copy of personal information you previously provided to us, delete your personal information, or withdraw consent to certain processing. These rights may be limited in some circumstances by applicable law.
Categories of Personal Information We Collect
| Category | Examples | Collected |
|---|---|---|
| Identifiers | Name, alias, email address, account name, online identifier, Internet Protocol address, or similar identifiers. | Yes |
| Personal information under customer records laws | Name and contact information. We do not intentionally collect financial information unless needed for a specific service or transaction. | Limited |
| Protected classification characteristics | Age or other demographic information only if you choose to provide it or it is needed to provide the Services. | Limited |
| Commercial information | We do not currently collect payment information from users of the free app. If we offer paid services or transactions in the future, we may collect transaction-related information as disclosed at that time. | No, unless applicable to a specific transaction or service. |
| Biometric information | Biometric identifiers such as fingerprints, faceprints, or voiceprints. We do not collect biometric identifiers or use voice data to identify users biometrically. | No |
| Internet or network activity | Interactions with our website, application, systems, or advertisements. | Yes |
| Geolocation data | Approximate location inferred from IP address or user-provided location, if applicable. | Yes |
| Audio, electronic, visual, or similar information | Audio inputs, transcripts, uploaded images, or recordings if you use voice features, upload content, or participate in calls with us. We do not use voice data to identify you biometrically. | Yes, depending on features used. |
| Professional or employment-related information | Business contact details, job title, or related information if you communicate with us in a professional capacity or apply for a role. | Limited |
| Education information | Student records or directory information. | No |
| Inferences | Preferences, settings, or summaries used to personalize the Services. | Yes |
| Sensitive personal information | Health-related information you choose to provide. | Yes |
We collect and use sensitive personal information only as permitted by law, with consent where required, and for purposes such as providing, maintaining, securing, personalizing, and improving the Services. We do not collect or process sensitive personal information for the purpose of inferring characteristics about you for targeted advertising.
How We Use and Share Personal Information
We may use personal information for internal business purposes, such as operating, securing, improving, and developing the Services. We do not sell personal information.
Your U.S. State Privacy Rights
Depending on the state where you live, you may have rights such as:
- The right to know whether we are processing your personal information;
- The right to access your personal information;
- The right to correct inaccuracies in your personal information;
- The right to request deletion of your personal information;
- The right to obtain a copy of personal information you previously provided to us;
- The right to non-discrimination for exercising privacy rights;
- The right to opt out of the sale of personal information, targeted advertising, or certain profiling, where applicable; and
- The right to limit certain uses or disclosures of sensitive personal information, where applicable.
To exercise these rights email info@clarencehealth.com.
Request Verification
Upon receiving a request, we may need to verify your identity or authority to make the request. We will use information provided in your request only for verification, security, fraud-prevention, or legally required purposes. If you use an authorized agent, we may require proof of authorization and may need to verify your identity directly.
Appeals
Where applicable law provides an appeal right, you may appeal our decision by emailing info@clarencehealth.com. We will respond in accordance with applicable law.
California "Shine the Light" Law
California Civil Code Section 1798.83 permits California residents to request information about categories of personal information, if any, disclosed to third parties for direct marketing purposes during the immediately preceding calendar year. If you are a California resident and would like to make such a request, please contact us using the contact information below.
13. Do We Make Updates to This Notice?
We may update this Privacy Notice from time to time. The updated version will be indicated by an updated "Last updated" date at the top of this Privacy Notice. If we make material changes, we may notify you by prominently posting a notice of such changes or by directly sending a notification. We encourage you to review this Privacy Notice periodically.
14. How Can You Contact Us About This Notice?
If you have questions or comments about this Privacy Notice or would like to make a privacy-related request, you may contact us by email at info@clarencehealth.com.
15. How Can You Review, Update, Export, or Delete the Data We Collect From You?
Depending on applicable law, you may have the right to request access to personal information we collect from you, details about how we have processed it, correction of inaccuracies, export of information you provided to us, deletion of your account or personal information, or withdrawal of consent to certain processing. These rights may be limited in some circumstances by applicable law.
You can view and export your conversations through the app. To request review, update, export, or deletion of your personal information contact info@clarencehealth.com.
If your account is deleted, you will no longer be able to use the Services because an account profile is required to operate the app.
Clarence Health is not a replacement for a clinician and does not provide medical diagnosis, treatment, emergency care, or clinician-patient services.