Privacy Policy

​​Privacy policy

What information we collect and how we use it: To help you understand health insurance terminology, health care providers and procedures and your medical bills

About this privacy policy

We know that when you use Explain.care, you’re trusting us with your information. This Privacy Policy explains how we collect, use, and share your information. We want it to be easy to understand. Send feedback to privacy@explain.care.

Changes

This Privacy Policy may be updated from time to time. We may solicit user feedback about changes but are under no obligation to use it. We’ll notify you of any changes in one or more of the following ways at least 30 days before changes are implemented:

  • By email

  • On the Explain.care website

Information you give us

Information you give us when you use Explain.care might include:

Personally identifying information, such as your name or email address

Demographic information, such as age and gender

Health information, such as medical bills, medications and conditions

Other real-life experience information, such as comments about your health or treatments or medical bills or responses to our surveys

For example, if you create an Explain.care Account, we’ll collect certain information that can be used to identify you, such as your name, email address and phone number.

If you provide it to us, we may also collect other information that is not considered personally identifying information because it cannot be used by itself to identify you, such as your gender, age or date of birth.

Information we collect automatically

Like most websites and apps, we automatically collect certain information about how visitors use our services. We do this with automated data collection tools such as server logs, analytics, cookies, and web beacons.

Through the Site: For example, when you use the Site, our server logs store your IP address, browser type, operating system, and the pages you visited on Explain.care. Here’s another example: we put a cookie (a marker) on your browser so our website knows that you already completed a survey and doesn’t ask you to do it again. Cookies are stored on your hard drive. On the other hand, web beacons are usually embedded on webpages or in e-mails. Like server logs, web beacons can also tell us what pages you visited on the Site.

Through the Explain.care chat window: When you use an Explain.care chat window, we collect certain information that your mobile device sends when you use the Explain.care App, like a device identifier, user settings and the operating system of your device, as well as information about your use of Explain.care

Location Information: We may also collect and store information about your location by converting your IP address into a rough geo-location or by accessing your mobile device’s GPS coordinates or coarse location if you enable location services on your device. If you do not want us to collect location information, you may disable that feature on your mobile device.

Some third-party service providers that we engage (including third-party analytics service providers)  may also use their own automated data collection tools, including placing their own cookies on your hard drive. Note that this Privacy Policy does not apply to these third parties.

How we use information

We use the information we collect in order to:

  • Understand how people use our services

  • Make our Site and the Explain.care more secure

  • Provide you with our services

  • Communicate with you

  • Customize your experience

  • Conduct research

  • Improve and develop products and services

How we share information

Private Data

“Private Data” is any personally identifying information we ask you for or automatically collect. This is information that’s so specific that one piece of information alone (such as your full name or email address, or the location of your computer) can be used to identify or contact you.

If we ask you for personally identifying information, we will let you know clearly. This lets you know that the information you are submitting is Private Data.

Examples of Private Data we may ask you for: Your name or email address

Example of Private Data we collect automatically: Your IP address (which can identify your computer’s location)

We won’t share Private Data with anyone unless it’s permitted in this Privacy Policy. If not, we’ll ask your permission first.

Shared Data

“Shared Data” is any information you provide that isn’t Private Data. If you don’t see any special indicator showing that the data is private, the information you’re submitting is Shared Data.

Shared Data may include:

Demographic information you give us, such as age and gender

Health information you give us, such as treatment, medications and conditions and other information found in your medical bills

Your User inputs (User inputs are anything that you share publicly on Explain.care, such as survey responses and reviews about treatments, experiences at healthcare providers etc.)

Your User inputs are shared with everyone because you post them publicly on Explain.care.

We also share Shared Data with trusted third parties (including academic and commercial organizations, collaborators, and customers) for specific purposes, such as research. We refer to these trusted third parties as our “Partners.” You can opt out of sharing your Shared Data with our Partners, but only if you submit that Shared Data via the Site.

Even if you have an Explain.care Account, your opt-out is not associated with a particular login or user account. Therefore, if you opt out via the Site, we’ll track your opt-out choice by placing a cookie on your device that will tell us that you have opted out. If you delete the Explain.care cookie from your device, please remember that you’ll have to opt out again on Explain.care to opt out of sharing any new Shared Data that you submit after deleting the cookie.

While using Explain.care, you might share multiple pieces of real-life information that could identify you, if combined. It’s also possible to include personally identifying information in free-text fields this information will still be treated as Shared Data, so be careful. It’s your choice whether to provide Shared Data and what to include when you post publicly.

We may also share information we combine and analyze on an aggregated basis. It doesn’t identify individuals. We may share it publicly on Explain.care and with our Partners for industry research and analysis, demographic profiling, and other similar purposes.

Our service providers

We may share information with third party companies and individuals that provide services to us, such as database management and web analytics.

These third-party services providers will may have access to your Private Data, but only for the purpose of performing services on our behalf, and they are expressly obligated not to disclose or use your Private Data for any other purpose.

For our protection and the protection of others

We may share information with government, law enforcement, or private parties if we believe it’s necessary or appropriate:

To enforce our Terms of Use, including investigating potential violations

To detect and prevent activity that we consider illegal, fraudulent or unethical

To protect the property, rights and safety of us, our users, or the public in general

To respond to claims, law enforcement requests

In the event of a business transaction

If Explain.care, Inc. has a business merger, acquisition, reorganization, sale of assets, or bankruptcy, all of our assets will be sold or transferred, including any information you’ve shared with us.

Your privacy choices

You can:

  • Choose what information you give us.

  • Choose what information you share publicly on Explain.care.

  • Choose whether to share your individual, real-life experiences (which may be shared publicly on Explain.care or with trusted Partners).

  • Opt out of sharing your Shared Data with our partners

The security of your information

We take reasonable measures to protect the information that we collect from or about you (including your Private Data) from unauthorized access, use, or disclosure.

For example, our employees may not access Private Data unless they need it to do a specific job, and they’re subject to strict confidentiality rules.

We also use Secure Sockets Layer (SSL) encryption on Explain.care. Please be aware, however, that no method of transmitting information over the Internet or storing information is completely secure, so we can’t guarantee the absolute security of any information.

We’re not responsible or liable for the removal or deletion of (or the failure to remove or delete) any of your User Content.

Links to other sites

Our services may contain links to other websites and services. Any information that you provide on or to a third-party website or service is provided directly to the owner of the website or service and is subject to that party’s privacy policy, not ours. To protect your information, we recommend that you carefully review the privacy policies of other websites and services that you access.

International transfer

Your information (including your Private Data) may be transferred to, and maintained on, computers located outside of your jurisdiction where the privacy laws may not be as protective as those in your jurisdiction. If you’re located outside the United States and use Explain.care, we may transfer your information to the United States and process it there.

Child privacy

Our services are not intended or designed for children under 13, and we do not knowingly collect personally identifiable information from anyone under 13. If you find out that your child has provided us with personal information without your consent, contact us at info@explain.care. If we find out that a child under 13 has provided us with personal information, we’ll take steps to delete that information from our files as soon as possible.

Questions?

Contact us at privacy@explain.chat if you have any questions about our Privacy Policy.

 Copyright © 2018- 2019, Explain.Care, Inc. - All rights reserved.

Office: San Jose CA, 95124

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