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Privacy Policy

These Terms outline the rules governing the use of our site, technology, and communications.

Acceptance of terms

By accessing or using our website, tools, or services, you agree to these Terms and to our Privacy Policy. If you do not agree, please do not use our site or services.

If you have privacy concerns at any point, whether you’re using LEO, receiving SMS updates, or working with a Patient Navigator, our policy outlines how we protect your information and how to contact us for support.

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PRIVACY POLICY

This privacy policy (“Privacy Policy”) is designed to inform users of our website (the “Site”) about how we gather and use personal information collected by us in connection with the Site. We will take reasonable steps to protect user privacy consistent with the guidelines set forth in this Privacy Policy and with applicable U.S. laws. In this Privacy Policy, “user,” “your” or “you” refers to any individual or entity using the Site, whether by browsing the Site, registering with us by creating an account and providing consent or participating in any other activities available through Link Health, either online, via chatbot, text message, or on Site with a clinical partner. References to “we”, “us” and “our” herein refer to Link Health.

We are committed to protecting your privacy. This Privacy Policy (the “Policy”) governs how we treat the Personal Information that we collect and receive from you in connection with your use of the Services (as defined in the Terms of Use  https://link-health.org/terms-and-conditions/).

By using the Services, you agree to the terms of this Policy. We reserve the right, at our sole discretion, to modify or change this Privacy Policy at any time with or without prior notice to you. The date of the last update will be posted at the top of this Policy for your convenience. Your continued use of the Services following the posting of any changes to the Policy constitutes your full acceptance of those changes.

“Personal Information” is information that individually identifies you, such as your mobile phone number or username/e-mail address, as well as the messages you send through in connection with the Services.  Personal Information can also include information that we acquire from service providers or partner organizations. 

Link Health Website Visitors

When you visit the Website, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Website, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Website (collectively “Device Information”).

We collect Device Information using the following technologies:

“Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.

 “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.

We use cookies and other tracking technologies for this automatic data collection. You may refuse to accept browser cookies by activating the appropriate setting on your browser. Unless you have adjusted your browser setting so that it will refuse cookies, your computer will receive cookies when you direct your browser to our Website.


What We Collect from You

We receive your mobile phone number when you communicate with us by SMS text message. We also receive any other content that you send us in connection with the Services by SMS text message or through our Tools (as defined in the Terms of Service). Our tools include our AI-powered LEO chatbot, which can be accessed via NFC device or QR code as well as our text messaging platforms. We use this information to (a) provide you with the Services, (b) process and respond to inquiries and support requests, (c) if necessary, contact you with important announcements or messages, and (d) provide anonymous reporting for internal partners.

Each message that you send through the Services is stored with our third-party support vendor. We may retain these messages internally, along with our third-party support vendor. Link Health utilizes servers owned by third parties. Reasonable and appropriate safeguards to prevent the Use or Disclosure of PHI or other information are adhered to. 


Disclosure of Your Information

We will not rent or sell your Personal Information to other companies or individuals, unless we have your consent. We may use or disclose such information in any of the following limited circumstances:

  • We have your consent.
  • We need to enforce our Terms of Use  https://link-health.org/terms-and-conditions/
  • We provide such information to trusted businesses or persons for the sole purpose of processing personally identifying information on our behalf. When this is done, it is subject to agreements that oblige those parties to process such information only on our instructions and in compliance with this Policy and appropriate confidentiality and security measures.
  • We provide such information to third parties who have entered into non-disclosure agreements with us.
  • We provide such information to a company controlled by, or under common control with, Link Health for any purpose permitted by this Policy.
  • We respond to subpoenas, court orders, or legal process, or to establish or exercise our legal rights or defend against legal claims.
  • We believe it is necessary to share Personal Information in order to investigate, prevent, or take action regarding illegal activities, suspected fraud, situations involving potential threats to the physical safety of any person, violations of Link Health’s Terms of Use https://link-health.org/terms-and-conditions/, or as otherwise required by law.
  • We transfer Personal Information about you if Link Health is, or its assets are, acquired by or merged with another company.

We may share aggregated information with others without further notice. An example of this would be the number of people who used the Services in a given month, or the total number of texts sent/responded to, in a given week.


Submissions

Any comments, feedback, notes, messages, ideas, suggestions or other communications (collectively, “Submissions”) sent by you to Link Health shall be and remain the exclusive property of Link Health. Your submission of any such Submissions shall constitute an assignment to Link Health of all worldwide right, title and interest in all copyrights and other intellectual property rights in the Submissions. Link Health will be entitled to use, reproduce, disclose, publish and distribute any Submissions you submit for any purpose whatsoever, without restriction and without compensating you in any way. For this reason, we ask that you not send us any Submissions that you do not wish to assign to us, including any confidential information or any original creative materials such as stories, product ideas, computer code or original artwork. You agree not to submit any Submissions that may be submitted in violation of law or any agreement or obligation to keep the content of such Submissions confidential. Link Health expressly disclaims any interest in any Submissions that you are not authorized to submit. Of course, any information you submit which personally identifies you will be subject to our Privacy Policy.


Trademarks, Names and Logos

All trademarks, names and logos used on the Site or delivered via the Services are owned by Link Health or Link Health’s third party licensors (unless otherwise stated). Your use of the Services and the Sitedoes not allow you to infringe those rights or the rights of the third parties which may exist in material contained in this site. No license is expressly impliedly granted within or as a result of your use of the Services or the Site. Without Link Health’s prior permission, you agree not to display or use in any manner, the Link Health trademarks, names and logo.


Copyright Infringement

Link Health is not responsible for any violations of any intellectual property rights by any user of the Services. If you believe that your intellectual property rights have been infringed by another user please contact us linkhealth@ahealthierdemocracy.org. Upon receiving your complaint, we may, in our sole discretion, terminate the account of the user who appears to be infringing your intellectual property rights.


Security

Link Health takes precautions to ensure the security of your Personal Information. However, we cannot guarantee that hackers or unauthorized personnel may gain access to your Personal Information despite our efforts. You should note that in using the Services, your information will travel through third-party infrastructures which are not under our control (such as a third-party SMS delivery platform or your carrier network).

We cannot protect, nor does this Policy apply to, any information that you transmit to other users. You should never transmit personal or identifying information to other users.


Opting Out

Link Health provides you with the ability to opt out of the Services for any reason. SMS messaging allows you to reply “STOP” in order to stop receiving support responses and messages.

Access and Updating of Information

Link Health is happy to allow you to review or amend your contact details at any time. Please contact us by sending an email to: linkhealth@ahealthierdemocracy.org.

Services Limitations

You are solely responsible for all security information relating to your use of the Services, and are fully responsible for all activities that occur under your mobile phone number.

Legal Exception

Notwithstanding the above, we may in any event use Personal Information, and any other information collected through the Site to the extent required by law or legal process, to resolve disputes, to enforce our agreements (including this Privacy Policy and the Terms of Use with you, or if in our reasonable discretion use is necessary to protect our legal rights or to protect third parties.

Amendments 

Link Health may modify or amend this policy from time to time. If we make any material changes, as determined by Link Health, in the way in which Personal Information or Device Information is collected, used or transferred, we will notify you of these changes by modification of this Privacy Policy, which will be available for review by you at the Site. Notwithstanding any modifications we may make, any Personal Information and Device Information collected by Link Health from you will be treated in accordance with the privacy policy in effect at the time information was collected, unless we obtain your consent otherwise.

Complaints

In the event that you wish to make a complaint about how we process your Personal Information, please contact us in the first instance at linkhealth@ahealthierdemocracy.org and we will endeavor to deal with your request as soon as possible. This is without prejudice to your right to raise a complaint with a relevant supervisory authority in the country in which you live or work, where you think we have infringed information protection laws.

Accessibility

Any person with a disability that prevents or restricts them from accessing this Privacy Policy through the Apps or through the Site may request a copy of the Privacy Policy in an alternative format by contacting Link Health at linkhealth@ahealthierdemocracy.org or 617-604-2450.

Children

The Children’s Online Privacy Protection Act imposes certain requirements on website operators that have actual knowledge that they collect personally identifiable information from children under 13 years of age.  Link Health does not knowingly collect or maintain personally identifiable information from persons under 13 years of age, and no part of the Site is directed at persons under 13. If you are under 13 years of age, then please do not use the Site. If Link Health learns that personally identifiable information of persons less than 13 years of age has been collected without verifiable parental consent, then Link Health will take the appropriate steps to delete this information. To make such a request, or if you have any questions or concerns about the Privacy Policy for the Siteor its implementation, please contact us at linkhealth@ahealthierdemocracy.org.

Contact Information

If you have any questions, concerns, complaints, or suggestions regarding our Privacy Policy or the ways in which we collect and use your Personal Information described in this Privacy Policy, have any requests related to your Personal Information pursuant to applicable laws, or otherwise need to contact us, please contact us using this Contact Information, or use the Contact Us page of our Platform.

A Healthier Democracy Inc. dba Link Health
68 Harrison Ave Ste 605 PMB 487592
Boston, Massachusetts 02111-1929 US
linkhealth@ahealthierdemocracy.org

Program Evaluation and Research

Link Health may use information collected through its programs, including benefit enrollment outcomes and health care utilization data received from trusted partners, to evaluate and improve services and to conduct public health research. Some evaluations are conducted under approval or waiver by an Institutional Review Board, which may allow the use of information without individual authorization while applying strict privacy protections. Results are reported only in aggregate and do not identify individual participants.

You may opt out of having your information used for evaluation or research at any time by contacting us.

Data Storage and Retention: All data is stored securely, employing industry-standard encryption and security measures. We retain data only for as long as is necessary for the purposes for which it was collected, or as required by law. Upon reaching the end of the retention period, data is securely deleted or anonymized.

Staff & Navigator Training and Awareness: Our staff receive regular training on data privacy and security, ensuring they understand their responsibilities and the importance of protecting personal data. We foster a culture of privacy awareness and vigilance among our employees.

Regular Audits and Reviews: We conduct regular audits of our data handling practices and security measures to identify and address any potential vulnerabilities, ensuring continuous improvement in our data privacy efforts. These audits help us maintain the integrity and security of the data we manage.

SMS Text Messaging & 10DLC Compliance

Link Health uses SMS text messaging to support benefit program enrollment, case management, appointment reminders, status updates, and related services. SMS is provided through Zoom Phone and participating wireless carriers.

How We Obtain Consent (Opt-In). We obtain consent to send SMS in one or more of the following ways:

  • Website forms: When you provide a telephone number and submit a form that includes the SMS disclosure immediately beneath the phone field.
  • Verbal consent: During case-management calls conducted via Zoom Phone, when authorized.
  • Text-initiated consent: When you text us first or use a published keyword to initiate communication.
  • Paper or in-person consent: When you authorize SMS in writing on Link Health intake or consent forms.

What We Send (and Don’t Send). We send informational/service messages such as: enrollment assistance for SNAP, WIC, Lifeline, HEAP, MSP, TAFDC, and related benefits; scheduling; reminders; follow-ups; document checklists; and links to official resources. We do not send adult content. We do not send lending or loan offers via SMS.

Message Frequency & Charges. Message frequency may vary. Message and data rates may apply depending on your mobile plan and carrier.

Opt-Out and Help. You may opt out at any time by replying STOP (or END, CANCEL, UNSUBSCRIBE, QUIT) to 617-604-2080. After you opt out, we will not send additional SMS messages, except for a one-time confirmation of your opt-out. For assistance, reply HELP or contact us at linkhealth@ahealthierdemocracy.org

URL Links. We may include links to official benefit portals or Link Health resources. Always verify the URL is from an official government site or a Link Health domain before entering personal information.

Data We Process for SMS. To deliver and administer SMS, we may process your phone number, carrier information, message content, timestamps, and delivery/engagement metadata. We retain this information consistent with our retention policy and applicable law.

At Link Health, the privacy and security of data are not just a legal obligation but a critical aspect of the trust and relationship we have with patients, partners, and the community. We are steadfast in our commitment to safeguarding this trust by upholding the highest standards of data privacy and security in all our operations.

Should you require further information about our Data Privacy Policy, or if you have any concerns regarding the handling of your data, please do not hesitate to contact us.

By using our services, you agree to the terms of this Privacy Policy. We reserve the right to update or modify this policy at any time, and we will notify you of any significant changes.

PRIVACY POLICY

Link Health is committed to maintaining the highest standards of data privacy and security in all our programs and initiatives. This Privacy Policy serves to formally document and communicate our dedication to protecting the confidentiality and integrity of the data entrusted to us.

Principles of Our Data Privacy Policy

Confidentiality and Security: We ensure that all personal and sensitive data collected through our programs are kept strictly confidential. Access to this data is limited to authorized personnel who have a legitimate need to access it in connection with their job responsibilities. We employ industry-standard security measures, including encryption and secure storage, to protect data from unauthorized access, alteration, or disclosure.

Compliance with Laws and Regulations: Our data handling practices are in strict compliance with applicable data protection laws and regulations. We continually update our policies and procedures to stay aligned with evolving legal standards, ensuring that we meet or exceed all legal requirements.

Data Collection and Use: The collection of data is limited to what is necessary for the effective delivery and enhancement of our services. We are transparent about how we use the data we collect and ensure it is used only for the purposes for which it was collected. We collect data with your explicit consent and use it to provide better service, improve our programs, execute research, and communicate effectively with our participants. At any time, you may contact us to opt out of communication from us, and to request that your information be deleted from our systems.

Data Sharing and Disclosure: We do not publish, share, or disclose any personal data collected through our programs without explicit consent, except where required by law. When data is shared with third parties, it is done under strict confidentiality agreements, ensuring the continued protection of the data. We ensure that third-party service providers adhere to our data privacy standards.

**No mobile information will be shared with third parties/affiliates for marketing/promotional purposes. All other categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.

Program Evaluation and Research

Link Health may use information collected through its programs, including benefit enrollment outcomes and health care utilization data received from trusted partners, to evaluate and improve services and to conduct public health research. Some evaluations are conducted under approval or waiver by an Institutional Review Board, which may allow the use of information without individual authorization while applying strict privacy protections. Results are reported only in aggregate and do not identify individual participants.

You may opt out of having your information used for evaluation or research at any time by contacting us.

Data Storage and Retention: All data is stored securely, employing industry-standard encryption and security measures. We retain data only for as long as is necessary for the purposes for which it was collected, or as required by law. Upon reaching the end of the retention period, data is securely deleted or anonymized.

Staff & Navigator Training and Awareness: Our staff receive regular training on data privacy and security, ensuring they understand their responsibilities and the importance of protecting personal data. We foster a culture of privacy awareness and vigilance among our employees.

Regular Audits and Reviews: We conduct regular audits of our data handling practices and security measures to identify and address any potential vulnerabilities, ensuring continuous improvement in our data privacy efforts. These audits help us maintain the integrity and security of the data we manage.

SMS Text Messaging & 10DLC Compliance

Link Health uses SMS text messaging to support benefit program enrollment, case management, appointment reminders, status updates, and related services. SMS is provided through Zoom Phone and participating wireless carriers.

How We Obtain Consent (Opt-In). We obtain consent to send SMS in one or more of the following ways:

  • Website forms: When you provide a telephone number and submit a form that includes the SMS disclosure immediately beneath the phone field.
  • Verbal consent: During case-management calls conducted via Zoom Phone, when authorized.
  • Text-initiated consent: When you text us first or use a published keyword to initiate communication.
  • Paper or in-person consent: When you authorize SMS in writing on Link Health intake or consent forms.

What We Send (and Don’t Send). We send informational/service messages such as: enrollment assistance for SNAP, WIC, Lifeline, HEAP, MSP, TAFDC, and related benefits; scheduling; reminders; follow-ups; document checklists; and links to official resources. We do not send adult content. We do not send lending or loan offers via SMS.

Message Frequency & Charges. Message frequency may vary. Message and data rates may apply depending on your mobile plan and carrier.

Opt-Out and Help. You may opt out at any time by replying STOP (or END, CANCEL, UNSUBSCRIBE, QUIT) to 617-604-2080. After you opt out, we will not send additional SMS messages, except for a one-time confirmation of your opt-out. For assistance, reply HELP or contact us at linkhealth@ahealthierdemocracy.org

URL Links. We may include links to official benefit portals or Link Health resources. Always verify the URL is from an official government site or a Link Health domain before entering personal information.

Data We Process for SMS. To deliver and administer SMS, we may process your phone number, carrier information, message content, timestamps, and delivery/engagement metadata. We retain this information consistent with our retention policy and applicable law.

At Link Health, the privacy and security of data are not just a legal obligation but a critical aspect of the trust and relationship we have with patients, partners, and the community. We are steadfast in our commitment to safeguarding this trust by upholding the highest standards of data privacy and security in all our operations.

Should you require further information about our Data Privacy Policy, or if you have any concerns regarding the handling of your data, please do not hesitate to contact us.

By using our services, you agree to the terms of this Privacy Policy. We reserve the right to update or modify this policy at any time, and we will notify you of any significant changes.

Organization

Link Health’s mission and role

Link Health is mission-driven, a 501(c)(3) nonprofit under the guidance of A Healthier Democracy.

We provide tools and support to help people navigate public benefit enrollment and related services.

Link Health provides program screening (patient engagement), enrollment support, and related communications to assist with public benefit applications. We do not guarantee eligibility, approval, benefit amount, processing time, or outcomes; the official program agencies make final determinations.

Data collection

Information we may collect

Depending on how you interact with Link Health, we may collect:

  • Contact information: (name, email, phone number)
  • Eligibility and application details you provide for benefit enrollment support
  • Program outcomes and service status (e.g., enrollment completion, follow-ups)
  • Website usage data (basic analytics, device/browser info where applicable). We collect information with patients' consent and use it for the purpose of delivering our services, improving our program, evaluating our performance, and following up.
Purpose

How the information is used

We use information to:

  • Provide benefit enrollment support and case management
  • Improve our programs and user experience
  • Communicate about enrollment status, next steps, and reminders
  • Conduct evaluation and public health research, with strict protections
Sharing

When we share—and when we don’t

We do not publish, share, or disclose personal data without explicit consent, except where required by law. When we work with service providers, we use confidentiality protections to help ensure they meet our privacy standards.

No mobile information will be shared with third parties/affiliates for marketing/promotional purposes. All other categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.

Evaluation

Improving the program while protecting privacy

Link Health may use information collected through its programs, including benefit enrollment outcomes and healthcare utilization data received from trusted partners, to evaluate and improve services and to conduct public health research. Some evaluations may be conducted under Institutional Review Board (IRB) approval or waiver. We report results only in aggregate and do not identify individual participants. You may opt out of having your information used for evaluation or research at any time by contacting us.

Security

How we protect and retain data

We store data securely using industry-standard security measures, including encryption. We retain data only as long as needed for the purposes for which it was collected or as required by law. After that, data is securely deleted or anonymized.

Our staff and navigators receive ongoing privacy and security training. We also conduct regular audits and reviews of our data handling practices to identify and address vulnerabilities and strengthen protections over time.

SMS Text Messaging & 10DLC Compliance

Link Health uses SMS text messaging to support benefit program enrollment, case management, appointment reminders, status updates, and related services. SMS is provided through Zoom Phone and participating wireless carriers.

By using our services, you agree to this Privacy Policy. We may update this policy from time to time and will notify you of significant changes.

How we obtain consent (Opt-In):
  • Website forms (disclosure beneath the phone field)
  • Verbal consent during authorized case-management calls
  • Text-initiated consent (you text us first / keyword)
  • Paper or in-person consent on intake forms
What we send (and don’t send):

We send informational/service messages (enrollment help, reminders, follow-ups, document checklists, links to official resources). We do not send adult content. We do not send lending/loan offers via SMS.

Opt-out & help:

Reply STOP (or END, CANCEL, UNSUBSCRIBE, QUIT) to opt out. Reply HELP for assistance or contact us at linkhealth@ahealthierdemocracy.org

Links:

We may include links to official benefit portals or Link Health resources. Verify the URL is an official government site or a Link Health domain before entering personal information.

SMS data processed:

We may process your phone number, message content, timestamps, and delivery metadata to administer SMS, consistent with our retention policy and applicable law.