Alivi Member Portal Privacy Statement

Last Updated: May 31, 2024

Alivi Health (“Alivi Health”, “we” or “us”) is committed to protecting the privacy and security of your information. This Privacy Statement describes how we collect, use, disclose, and otherwise process the Personal Information (as defined below) we collect when you visit and interact with our website (https://alivi.com), the AliviRide mobile app, EpicRide, the [transportation provider portal], and other related websites and applications (collectively the “Services”) that is provided by Alivi Health. Please read this Privacy Statement carefully before using the Services or submitting your Personal Information to us. From time to time, we may supplement this Privacy Statement with additional information about our privacy practices related to a particular service. If you are an Alivi Health employee, contractor, or job applicant, this section does not apply to you in the context of those relationships, and to the extent required by law, our privacy practices are set out in our employee policies or in our agreements with you, as applicable.

As used in this Privacy Statement, “Personal Information” is information that identifies, relates to, describes, is reasonably capable of being associated with, or could reasonably be linked, directly or indirectly, with you or your household. Personal Information does not include publicly available information, de-identified or aggregated information, or information covered by certain federal and state laws.

How We Collect Your Personal Information

Depending on how you use our Services, we may collect Personal Information from you in the following ways:

• Directly from you. We may collect information from you directly through your use of the Services or other direct interactions with us, such as emails or phone calls.
• From Providers. We work with and receive personal information from third parties such as health plan providers, service providers, vendors, contractors, and market researchers who provide services on our behalf or through our Services.
• Through automated data collection technologies. We may collect information about your visits and use of our Services, including information through cookies and other logging technologies.
• From third parties. We may obtain your information through third-party sources, such as marketing partners, analytics partners, and service providers. We may combine this information with the information we collect about you to help us tailor our communications and improve our Services.
• From Other Sources. We may supplement the information described above with information we obtain from other sources, including government agencies, public or third-party information sources, third-party service providers, or business partners. We also may collect information from industry and patient groups and associations, or combine information we have collected from multiple sources.

What Personal Information We Collect

When you interact with the Services, we may collect certain Personal Information directly from you or automatically from the devices you use to access our Services. Depending on how you use the Services, we may collect the following types of information from or about you:

• Identifiers, such as your name, physical address, email address, telephone number, account name or number, date of birth, and identifiers from devices and software. We use this information to provide you with our services, maintain your account, operate our business, and to otherwise communicate with you. We may provide this information to service providers and contractors or to other third parties as required by law.

• Payment and Financial Information, We or our service providers may collect your bank account, credit card or debit card information. We use this information to process payments for our services.  Payments and purchases are processed through our service providers.

• Commercial information, such as information about your purchases, payments, payment card information, payment history, information about your transportation, and other commercial information. We use this information to better understand your use of our services and for our internal business purposes. We may provide this information to service providers and contractors, regulators, or to other third parties as required by law.

• Health and Insurance Information. Including mobility type (ambulatory/non-ambulatory), preferred language, special medical needs, reason for trip, and weight and height, and certain insurance related information  such as insurance provider, member details, member number, group number, diagnosis and treatment codes, and other related information.

• Internet and Other Electronic Activity Information, such as your application usage, website browsing history, and information about your interactions with our Services. We use this information to improve our Services. We may provide this information to service providers, contractors or to other third parties as required by law. We may collect the following internet and other electronic activity data:
• Your Use of the Services: We may collect information about your use of the Services such as the number of visitors and the number of users that click on certain links or use certain services. We also collect the search terms, language and page views of visitors.

• Log Data: We may receive information that is automatically recorded by our servers when you visit our Services, including your Internet Protocol (“IP”) Address, device type and web browser type and version.

Cookies: When you visit or use our Services, our server may create cookies, which are small text files that a website can send to your Internet browser and may be stored in your browser or elsewhere on your computer. We use cookies and other similar technologies on our Services. We use cookies to evaluate website usage, provide our services to you, and to offer programs and/or services that you may be interested in.

• Alivi Health Cookies: We use cookies on our Services to provide basic functionality to the Services for purposes such as logging into the system, maintaining session information, and enhancing access to the features of our Services.
• Google Analytics: Our Services uses Google Analytics to help us analyze how users use the Services. The information generated by the cookie about your use of the Services (including your IP address) will be transmitted to and stored by Google. Read about Google’s privacy practices.
• Amazon Pinpoint: Our Services uses Amazon Pinpoint to manage our communications with you. Read about Amazon Pinpoint’s privacy practices.
• Other third party cookies: Our Services uses additional third party cookies to customize your experience on our Services.

• Geolocation data. We collect this information to provide you with our services and to better tailor our services to you depending on your geographical region. We may provide this information to service providers, contractors, or to other third parties as required by law.

• Sensitive information, such as your log-in name and password that you use to access your user account on the Services. We do not sell or share your Sensitive Personal Information as those terms are used in the California Consumer Privacy Act. We may provide this information to service providers and contractors, or to other third parties as required by law.

How We Use Your Personal Information

We may use your Personal Information as outlined below:

• Operate and provide the Services.  We may use your Personal Information to operate the Services, fulfill, process, and send communications about your orders, create and maintain business records, respond to your questions and comments, and send you communications about the Services.

• Build and maintain our relationship with you.  We may use your Personal Information to improve your experience with our Services, send you marketing messages about the Services that may be of interest to you, send you marketing information and respond to your feedback, questions, and comments. We may also draw inferences from the Personal Information we receive about you, such as information about your preferences, characteristics, and interest in our Services.

• Improve our Services and products. We may use your Personal Information to facilitate and improve the operation of the Services, perform market research and analysis, analyze how the Services are being used and accessed, improve the functionality of the Services and your user experience, conduct quality assurance activities, perform internal business reviews, and develop new Services.

• Maintain the security of the Services.  We may use your Personal Information to maintain the security and integrity of the Services, detect security incidents, protect the Services against fraudulent and illegal activity, and enforce our Terms of Use https://alivi.com/aliviride/tc/.

• Comply with legal obligations and respond to legal proceedings.  We may use your Personal Information to comply with our legal obligations, including maintaining records of our compliance with federal and state law requirements.  We may also use your Personal Information to establish, exercise, or defend legal claims. 

We may also use your information for other purposes consistent with the context of the collection of your Personal Information, as otherwise disclosed to you at the time your Personal Information is collected, or with your consent.

How We Disclose Your Information

We may disclose your Personal Information with the following types of third parties:

• With our affiliates.  We may disclose your Personal Information to other entities in Alivi Health’s corporate family, including our affiliates and subsidiaries, in accordance with this Privacy Statement.
• With vendors and other service providers.  We may disclose your Personal Information to vendors and service providers that perform tasks on our behalf, such as website hosting, and customer relationship management. We may also provide your Personal Information to vendors and service providers you request for services that are provided on your behalf.
• Third-Party Analytics Companies. We use selected third parties to collect data about how you interact with our Services. This information may be used to, among other things, improve the functionality of our Services and services.
• Other third parties, as reasonably necessary.  We may disclose your Personal Information:
• In relation to a merger, sale, acquisition, divesture, restructuring, reorganization, dissolution, bankruptcy, or other change of ownership or control (whether in whole or in part);
• To: (1) comply with laws applicable to Alivi Health, a request from law enforcement, a request from a regulatory agency, or other legal process; (2) protect the legitimate rights, privacy, property, interests or safety of Alivi Health, our customers, business partners, personnel, or the general public; (3) pursue available remedies or limit damages; (4) enforce our Terms of Use https://alivi.com/aliviride/tc/, and other agreements and policies; or (5) respond to an emergency.

We may use and share aggregated and deidentified data and information derived from your Personal Information with other entities for the purpose of performing activities that may help us provide and improve our Services. Where we aggregate or deidentify data, we take reasonable steps to ensure the information is not reidentified except as required or permitted by applicable law.

Your Preferences

Deleting Your Data.  You can contact us at the information below and request that we delete your account when your state law provides you this right. Some of the data we process must be retained to comply with federal HIPAA regulations.

Email Communications: You can opt-out of receiving certain email communications from us at any time by following the unsubscribe link in the footer of the email or by contacting us using the contact information below. If you are a customer with an online account, you can opt out of future mailings by updating the preferences in your online account. Opting-out of email communications does not mean Alivi Health will not contact you about your account.

Voice Calls, Texts and SMS Messages:  You may have the opportunity to receive occasional voice, text and SMS messages from Alivi Health to receive updates on our products and services, or about products and services that we think may be of interest to you. Message frequency will vary. By providing your phone number and opting in to receive text messages, you expressly consent to receive these communications, including automated text messages to the phone number that you provide. Consent to receiving text messages is not required in order to receive products or services from Alivi Health. Message and data rates may apply, and your carrier’s rates will apply. You can opt out of receiving future text messages or receive help by following the directions in the text message you receive. As we are located in the United States, international rates may apply depending on your location. We may disclose your mobile phone number to service providers with whom we contract in order to send you automated text messages, but we will not disclose your mobile phone number to third parties for their own marketing purposes without your express consent. Opting out of calls, texts and SMS messages does not mean Alivi Health will not contact you about your account.

Retention of Your Personal Information

As a general matter, we may keep your Personal Information for as long as necessary to fulfill the purpose for which it was collected and to comply with our legal obligations. If a law requires us to retain your information for a longer period of time, we will comply with that law. We may also retain your Personal Information as necessary to protect or resolve disputes, establish legal defenses, conduct audits, pursue legitimate business purposes, enforce our agreements and comply with applicable laws.

Security of Your Information

We maintain administrative, technical, and physical safeguards designed to protect against unauthorized access, use, modification, and disclosure of your information in our custody and control. No data, on the Internet or otherwise, can be guaranteed to be 100% secure. While we strive to protect your information from unauthorized access, use, or disclosure, we cannot and does not ensure or warrant the security of your information.

Do Not Track

Some web browsers incorporate a “Do Not Track” or similar feature that signals to websites that a user does not want to have his or her online activity and behavior tracked.  We are committed to providing you with meaningful choices about the information collected through the Services. However, like many websites, our Services is not currently designed to recognize a “Do Not Track” signal from a web browser.

Children’s Privacy

The Children’s Online Privacy Protection Act of 1998 and its rules (collectively, “COPPA“) require us to inform parents and legal guardians (as used in this statement, “parents”) about our practices for collecting, using, and disclosing personal information from children under the age of 13 (“children”). It also requires us to obtain verifiable consent from a child’s parent for certain collection, use, and disclosure of the child’s personal information.  We may collect, process, and share children’s information through any and all means that we collect other persons information as set forth in this statement when children use the services as either an emancipated minor or with the consent of the child’s parent.

At any time, if you are the parent of a child who uses our services, you may review the child’s personal information maintained by us, require us to correct or delete the personal information (when allowed under HIPAA), and/or refuse to permit us from further collecting or using the child’s information. You can review, change, or delete your child’s personal information by sending us an email at info@alivi.com. To protect your privacy and security, we may require you to take certain steps or provide additional information to verify your identity before we provide any information or make corrections.

Notice to Residents of Nevada

If you are a Nevada resident, you have the right to opt out of the sale of certain personal information, including your name and mailing address, to third parties. Alivi Health does not “sell” your personal information as defined by Nevada law. 

Notice to Residents of California

If you are a resident of California, you may be entitled to the privacy rights described below under the California Consumer Privacy Act (“CCPA”). Please note that certain categories of Personal Information, such as Protected Health Information as defined by HIPAA, are not covered by the CCPA.

We collect the categories of information described in the “What Personal Information We Collect” section of this Policy.

We use the personal information we collect for the purposes described in the “How We Disclose Your Information” section of this Policy.

We have not sold personal information for any monetary value. However, our use of certain website cookies may be considered a “sale” of information under California law. We may have disclosed your health information, internet activity or non-specific geolocation with third parties whose cookies are on our websites. These cookies are used to analyze usage of our website, provide you with relevant advertising and products, and provide additional, dynamic functionality to our websites. You can opt-out of the use of these cookies by using the “Do Not Sell My Personal Information” link in the footer of the web page. We also recognize opt-out preference signals contained in HTTP header fields.  We do not “share” personal information as that term is used under California law.

We maintain your personal information for the periods described in the “Retention of Your Personal Information” section of this Policy.

In addition, as a resident of California, you may have certain rights with respect to your personal information:

Right to know. You have the right to request:

• the specific pieces of Personal Information we have about you;
  • the categories of Personal Information we have collected about you in the last 12 months;
  • the categories of sources from which that Personal Information was collected;
  • if we sold or disclosed your Personal Information in the last 12 months and the categories of your Personal Information that we sold or disclosed;
  • the categories of third parties with whom we share your Personal Information; and
  • the purpose for collecting and selling Personal Information.

Right to deletion. You have the right to request that Alivi Health delete the Personal Information that we have collected or maintained about you. We may deny your request under certain circumstances, such as if we need to comply with our legal obligations or complete a transaction for which your Personal Information was collected. If we deny your request for deletion, we will let you know the reason why.

Right to correct inaccurate personal information. You have the right to request that we correct inaccurate personal information that we maintain about you.

Right to opt-out of the “Sale” or “Sharing” of your Personal Information.  You have the right to opt-out of the “sale” of personal information.  To do so you can (i) use the “Do Not Sell or Share My Personal Information” link in the footer of this webpage or (ii) submit a request using the instructions in the “How to make a CCPA request” below. 

We have not sold consumers’ personal information in the preceding 12 months for any monetary value. However, our use of certain website cookies may be considered a “sale” of information under California law. In the past twelve months, we may have disclosed your internet activity or geolocation with third parties whose cookies are on our websites. These cookies are used to analyze usage of our website, provide you with relevant advertising and products, and provide additional, dynamic functionality to our websites.

For example, we contract with third-party advertising networks that may track your activity over time and across different channels, including our websites, email activity, and other websites and applications that display advertisements. They may use this tracking information to understand and predict your interests, to display an advertisement for Alivi Health on another website, or email you with a marketing communication for a Alivi Health product. Specifically, in the preceding twelve (12) months, we may have disclosed the following categories of Personal Information to Third Parties: Direct Identifiers; Internet Activity Information; Commercial Information; and Profile Information.

We recognize opt-out preference signals contained in HTTP header fields, which permit users to opt-out of any cookies.  You can also update your cookie preferences in our cookie preferences center.

We do not “share” personal information as that term is used in the California Consumer Privacy Act.

Non-discrimination. Alivi Health will not discriminate against you in any way if you choose to exercise your rights under the law. However, if we delete your Personal Information based on a request you make, understand that you may be unable to use or access certain features of our Services.

How to make a CCPA request. You may exercise your right to know twice a year free of charge. To exercise your CCPA rights, contact us at [786.441.8500] or email us at info@alivi.com. Please note that you may exercise your right to know twice a year free of charge. We endeavor to respond to a verifiable consumer request within forty-five (45) days of receipt. If we require more time (up to 90 days), we will inform you of the reason and extension period in writing.

We will take steps to verify your identity before processing your CCPA requests. We will not fulfill your request unless you have provided sufficient information for us to reasonably verify you are the individual about whom we collected Personal Information. If you have an account with us, we will use our existing account authentication practices to verify your identity. If you do not have an account with us, we may request additional information about you to verify your identity. We will only use the Personal Information provided in the verification process to verify your identity or authority to make a request and to track and document request responses, unless you initially provided the information for another purpose.

You may use an authorized agent to submit a CCPA request and parents may submit requests on behalf of their children. When we verify your agent’s request, we may verify both your and your agent’s identity and request a signed document from you that authorizes your agent to make the request on your behalf. To protect your Personal Information, we reserve the right to deny a request from an agent that does not submit proof that they have been authorized by you to act on their behalf.

California Confidentiality of Medical Information Act. California law grants California residents, including children, the right to request access to their medical information, in certain circumstances, including mental health records.  You may request access to your medical information by emailing info@alivi.com, or by writing us at the address in the Contact Information section below.

Other California Privacy Rights. California’s “Shine the Light” law also gives California residents the right to request certain information regarding our disclosure of their Personal Information to third parties for those third parties’ direct marketing purposes. You may request information regarding the disclosure of your Personal Information to third parties for those third parties’ direct marketing purposes by emailing info@alivi.com or by writing us at the address in the Contact Information section below. Please indicate “California Rights” in the subject or attention line of your communication.

Non-Discrimination

We will not discriminate or retaliate against you for exercising any of your privacy rights identified in this Privacy Statement.

Third-Party Links

While browsing our Services, you may encounter and choose to access websites or online services operated by our business partners, companies or agencies that may not be associated with us by clicking on hypertext links or icons. These websites may collect data or Personal Information about you and your online activities. We do not control and are not responsible for what these other parties do in connection with their websites or online services, or how they handle your Personal Information. 

Changes to this Privacy Statement

We review this Privacy Statement regularly. If we make material changes to this Privacy Statement, we will attempt to notify you and/or obtain your consent, as required by law. We recommend that you regularly review this Privacy Statement.

Contact Us

Please feel free to contact us at any time if you have any questions or comments about this Privacy Statement.

You can contact us or otherwise communicate your privacy concerns by: email at: info@alivi.com.