Privacy Policy | Sustain

Scope of this Privacy Policy

This Privacy Policy applies to your use of the public-facing websites operated by Sustain Wellness, a Delaware company with its business and mailing address at 16192 Coastal Hwy, Lewes, DE 19958, USA ("Sustain Wellness", "we", "us", or "our"), that link to this policy, including sustainwellness.com and its subdomains (our "Website").

This policy does not apply to protected health information, or to any information collected while you are a patient of, or seeking treatment from, the licensed medical entities that provide care through the Website: OpenLoop Healthcare Partners PC, OpenLoop Healthcare Partners California, PC, and Untitled Health PLLC, supported by OpenLoop Health, Inc. (together, "OpenLoop"). That information is governed by OpenLoop's Notice of Privacy Practices, described in the section "Your Health Information and the Notice of Privacy Practices" below.

This policy also does not apply to the intake questionnaire at intake.sustainwellness.com or the patient portal at portal.sustainwellness.com, which are operated by OpenLoop. Information you enter there is governed by OpenLoop's Website Privacy Policy at https://openloophealth.com/website-privacy-policy and, once you are a patient, by OpenLoop's Notice of Privacy Practices.

Introduction

We respect your privacy and are committed to protecting it through our compliance with this policy.

This policy describes the types of information we may collect from you, or that you may provide, when you visit the Website, and our practices for collecting, using, maintaining, protecting, and disclosing that information.

This policy applies to information we collect:

On this Website.
In email, text, and other electronic messages between you and this Website or our support team.
When you interact with our advertising and applications on third-party websites and services, if those applications or advertisements include links to this policy.

It does not apply to information collected by:

Us offline or through any other means, including on any other website operated by us or any third party; or
Any third party, including through any application or content (including advertising) that may link to or be accessible from or through the Website.

Please read this policy carefully to understand our policies and practices regarding your information and how we will treat it. If you do not agree with our policies and practices, your choice is not to use our Website. By accessing or using this Website, you agree to this Privacy Policy. This policy may change from time to time (see "Changes to Our Privacy Policy"). Your continued use of this Website after we make changes is deemed to be acceptance of those changes, so please check the policy periodically for updates.

Our Website and services are intended for adults 18 years of age and older. We do not knowingly collect personal information from anyone under 18. If we learn that we have collected personal information from a person under 18, we will delete it. If you believe a minor has provided us with information, contact us at support@sustainwellness.com.

Information We Collect About You and How We Collect It

We collect several types of information from and about users of our Website, including information:

By which you may be personally identified, such as name, postal address, email address, telephone number, date of birth, or any other identifier by which you may be contacted online or offline ("personal information");
That is about you but individually does not identify you, such as IP addresses and information derived from IP addresses such as approximate geographic location; and/or
About your internet connection, the equipment you use to access our Website, and usage details.

We collect this information:

Directly from you when you provide it to us.
Automatically as you navigate through the Website. Information collected automatically may include usage details, IP addresses, and information collected through cookies, web beacons, and other tracking technologies.
From third parties, for example, our business partners, payment processor, and analytics providers.

Information You Provide to Us

The information we collect on or through our Website may include:

Information that you provide by filling in forms on our Website. This includes information provided when you create an account, start the intake, subscribe to a plan, request information, or sign up for marketing. We may also ask you for information when you report a problem with our Website.
Records and copies of your correspondence (including email addresses and phone numbers), if you contact our support team.
Details of transactions you carry out through our Website and of the fulfillment of your orders, such as the plan purchased, the amount, the date, and the shipping address. Payments are processed by our payment processor, Stripe. Card details go encrypted to Stripe; we do not receive or store full card numbers. Charges are made by OpenLoop Health and may appear on your statement as "OPNLP Health".
Your search queries on the Website.

Health information you give a licensed provider in the intake or patient portal is not collected under this policy. It is held by OpenLoop and covered by OpenLoop's Notice of Privacy Practices.

Information We Collect Through Automatic Data Collection Technologies

As you navigate through and interact with our Website, we may use automatic data collection technologies to collect certain information about your equipment, browsing actions, and patterns, including:

Details of your visits to our Website, including traffic data, approximate location derived from your IP address, logs, pages viewed, date and time of visit, referring website, and other communication data and the resources that you access and use on the Website.
Information about your computer or device and internet connection, including your IP address, operating system, device type, and browser type.

The information we collect automatically may include personal information, or we may maintain it or associate it with personal information we collect in other ways or receive from third parties. It helps us to improve our Website and to deliver a better and more personalized service, including by enabling us to:

Estimate our audience size and usage patterns.
Store information about your preferences, allowing us to customize our Website according to your individual interests.
Recognize you when you return to our Website.
Measure whether our advertising is working.
Enhance user experience.

The technologies we use for this automatic data collection may include:

Cookies (or browser cookies). A cookie is a small file placed on your device. You may refuse to accept browser cookies by activating the appropriate setting on your browser. However, if you select this setting you may be unable to access certain parts of our Website. Unless you have adjusted your browser setting so that it will refuse cookies, our system will issue cookies when you direct your browser to our Website. For information about managing your cookie settings, see "Choices About How We Use and Disclose Your Information".
Web beacons. Pages of our Website and our emails may contain small electronic files known as web beacons (also referred to as clear gifs, pixel tags, and single-pixel gifs) that permit us, for example, to count users who have visited those pages or opened an email, and for other related website statistics (for example, recording the popularity of certain Website content and verifying system and server integrity).
Artificial intelligence tools. We may use artificial intelligence (AI) technologies to improve the efficiency, quality, and speed of our support and Website, for example automated data analysis, customer service chat, and personalized content. We may collect and process personal information such as contact details, browsing history, and usage data for these purposes. Health information held by OpenLoop is not used by Sustain Wellness to train AI models.

Third-Party Use of Cookies and Other Tracking Technologies

Some content or applications on the Website, including advertisements and analytics, may be served by third parties, including advertisers, ad networks and servers, content providers, and application providers. These third parties may use cookies alone or in conjunction with web beacons or other tracking technologies to collect information about you when you use our Website. The information they collect may be associated with your personal information, or they may collect information, including personal information, about your online activities over time and across different websites and other online services. They may use this information to provide you with interest-based (behavioral) advertising or other targeted content.

We do not control these third parties' tracking technologies or how they may be used. If you have any questions about an advertisement or other targeted content, you should contact the responsible provider directly. For information about how you can opt out of receiving targeted advertising from many providers, see "Choices About How We Use and Disclose Your Information".

We do not place advertising or analytics tracking technologies on the intake questionnaire or patient portal pages operated by OpenLoop.

How We Use Your Information

We use information that we collect about you or that you provide to us, including any personal information:

To present our Website and its contents to you.
To provide you with information, products, or services that you request from us, including connecting you with licensed providers in the OpenLoop network.
To fulfill any other purpose for which you provide it.
To create and manage your account and to provide you with notices about your account or plan, including renewal, billing, and shipping notices.
To inform you about the treatments or services in which you have indicated an interest or for which you have signed up.
To carry out our obligations and enforce our rights arising from any contracts entered into between you and us, including for billing and collection.
To notify you about changes to our Website or any products or services we offer or provide through it.
To allow you to participate in interactive features on our Website.
To contact you by phone, text message, or email.
To protect the security of our Website and to detect and prevent fraud.
In any other way we may describe when you provide the information.
For any other purpose with your consent.

We may also use your information to contact you about our own goods and services that may be of interest to you. If you do not want us to use your information in this way, see "Choices About How We Use and Disclose Your Information".

Text messaging. If you opt in to receive text messages from us, we will send messages about your account, orders, and, where you have agreed, marketing. Consent to marketing texts is not a condition of purchase. Message frequency varies, and message and data rates may apply. Reply STOP to cancel or HELP for help. Text messaging originator opt-in data and consent will not be shared with any third parties for purposes unrelated to providing you with the messaging service. We may share your personal information, including your SMS opt-in or consent status, with vendors that help us deliver text messages, such as platform providers and phone companies.

We may use the information we have collected from you to enable us to display advertisements to target audiences. Even though we do not disclose your personal information for these purposes without your consent, if you click on or otherwise interact with an advertisement, the advertiser may assume that you meet its target criteria.

Disclosure of Your Information

We may disclose aggregated information about our users, and information that does not identify any individual, without restriction.

We may disclose personal information that we collect or you provide as described in this Privacy Policy:

To OpenLoop Health, Inc. and the licensed medical entities in its network, so that they can review your intake, provide care, arrange pharmacy fulfillment, and process payment. Once shared with them, health information is governed by OpenLoop's Notice of Privacy Practices.
To contractors, service providers, and other third parties we use to support our business, such as our payment processor, email and text messaging providers, customer support tools, website hosting, and analytics providers, who are bound to keep the information confidential and use it only to provide services to us.
To a buyer or other successor in the event of a merger, divestiture, restructuring, reorganization, dissolution, or other sale or transfer of some or all of Sustain Wellness's assets, whether as a going concern or as part of bankruptcy, liquidation, or similar proceeding, in which personal information held by Sustain Wellness about our Website users is among the assets transferred.
To third parties to market their products or services to you, only if you have consented.
To fulfill the purpose for which you provide it.
For any other purpose disclosed by us when you provide the information.
With your consent.

We may also disclose your personal information:

To comply with any court order, law, or legal process, including to respond to any government or regulatory request.
To enforce or apply our Terms of Use and other agreements, including for billing and collection purposes.
If we believe disclosure is necessary or appropriate to protect the rights, property, or safety of Sustain Wellness, our customers, or others. This includes exchanging information with other companies and organizations for the purposes of fraud protection and credit risk reduction.

We do not sell your personal information, and we do not disclose mobile information to third parties for marketing or promotional purposes.

Choices About How We Use and Disclose Your Information

We strive to provide you with choices regarding the personal information you provide to us. We have created mechanisms to provide you with the following control over your information:

Tracking technologies and advertising. You can set your browser to refuse all or some browser cookies, or to alert you when cookies are being sent. If you disable or refuse cookies, please note that some parts of this Website may then be inaccessible or not function properly. We honor the Global Privacy Control browser signal as an opt-out of targeted advertising where required by law. We do not respond to Do Not Track signals.
Disclosure of your information for third-party advertising. We do not share your personal information with unaffiliated third parties for their own promotional purposes unless you have consented. You can withdraw that consent at any time by emailing support@sustainwellness.com.
Promotional offers from Sustain Wellness. If you do not wish to have your email address or phone number used by us to promote our own products or services, you can opt out by using the unsubscribe link in any marketing email, by replying STOP to any marketing text, or by emailing support@sustainwellness.com. We process opt-outs within 10 business days. This opt-out does not apply to service messages about your account, orders, shipments, or care.

We do not control third parties' collection or use of your information to serve interest-based advertising. However, these third parties may provide you with ways to choose not to have your information collected or used in this way. You can opt out of receiving targeted ads from members of the Network Advertising Initiative ("NAI") on the NAI's website at https://optout.networkadvertising.org/.

Residents of certain states may have additional personal information rights and choices. Please see "Your State Privacy Rights" for more information.

Accessing and Correcting Your Information

You may send us an email at support@sustainwellness.com, or call (302) 291-4863, to request access to, correct, or delete any personal information that you have provided to us. You can also update your account details in your account settings. We will confirm your identity by matching what you tell us against the details on your account and may ask follow-up questions. We cannot delete your personal information except by also deleting your account, and we may retain information as needed to complete a transaction, comply with law, or resolve a dispute. We may not accommodate a request to change information if we believe the change would violate any law or legal requirement or cause the information to be incorrect.

Requests to see, correct, or delete your medical record must go to OpenLoop's Privacy Officer, not to Sustain Wellness. See "Your Health Information and the Notice of Privacy Practices".

Residents of certain states may have additional personal information rights and choices. Please see "Your State Privacy Rights" for more information.

Your State Privacy Rights

State consumer privacy laws may provide their residents with additional rights regarding our use of their personal information.

California, Colorado, Connecticut, Delaware, Florida, Indiana, Iowa, Montana, Oregon, Tennessee, Texas, Utah, and Virginia provide (now or in the future) their state residents with rights to:

Confirm whether we process their personal information.
Access and delete certain personal information.
Correct inaccuracies in their personal information, taking into account the information's nature and processing purpose (excluding Iowa and Utah).
Data portability.
Opt out of personal data processing for: targeted advertising (excluding Iowa); sales; or profiling in furtherance of decisions that produce legal or similarly significant effects (excluding Iowa and Utah).
Either limit (opt out of) or require consent to process sensitive personal data.

The exact scope of these rights may vary by state. To exercise any of these rights, email support@sustainwellness.com or call (302) 291-4863. We will respond within 45 days and will tell you if we need up to 45 more. You may designate an authorized agent to make a request on your behalf; we will ask for signed permission or a power of attorney, and we may confirm the request with you directly. If we deny your request, you may appeal by replying to our decision, and we will answer your appeal within the time the applicable law allows.

We do not sell personal information and do not share it for cross-context behavioral advertising, as those terms are defined under California law, except where you have consented.

Your Health Information and the Notice of Privacy Practices

Sustain Wellness is not a medical practice and does not hold your medical record. Health information you share with a licensed provider, in the intake questionnaire, or in the patient portal is held by the OpenLoop Affiliated Covered Entity: OpenLoop Healthcare Partners PC, OpenLoop Healthcare Partners California, PC, and Untitled Health PLLC. Their Notice of Privacy Practices explains how your health information may be used and disclosed and how you can get access to it:

https://openloophealth.com/notice-of-privacy-practices

To exercise any right described in that notice, or to ask for your medical record, contact OpenLoop's Privacy Officer at privacy@openloophealth.com or (302) 291-4863. Sustain Wellness cannot retrieve, correct, or delete your medical record. If you send a records request to Sustain Wellness by mistake, we will forward it to OpenLoop and let you know.

Under the telehealth consent you accept in the intake, your providers may tell Sustain Wellness your name, dates of service, and prescription order dates so that we can run your account, billing, and shipping. This is for administrative purposes, not treatment, and is not a sale of your data. Sustain Wellness protects that information under a written agreement with OpenLoop and this policy.

Data Security

We have implemented measures designed to secure your personal information from accidental loss and from unauthorized access, use, alteration, and disclosure. Payment card details are handled by our payment processor and are not stored by us.

The safety and security of your information also depends on you. Where we have given you (or where you have chosen) a password for access to certain parts of our Website, you are responsible for keeping this password confidential. We ask you not to share your password with anyone.

Unfortunately, the transmission of information via the internet is not completely secure. Although we do our best to protect your personal information, we cannot guarantee the security of your personal information transmitted to our Website. Any transmission of personal information is at your own risk. We are not responsible for circumvention of any privacy settings or security measures contained on the Website. Tell us at support@sustainwellness.com if you think someone has used your account without permission.

Changes to Our Privacy Policy

It is our policy to post any changes we make to our Privacy Policy on this page. If we make material changes to how we treat our users' personal information, we will notify you through a notice on the Website home page. The date the Privacy Policy was last revised is identified at the top of the page. You are responsible for ensuring we have an up-to-date, active, and deliverable email address for you, and for periodically visiting our Website and this Privacy Policy to check for any changes.

Contact Information

To ask questions, register a complaint, or comment about this Privacy Policy and our privacy practices, contact us at:

Email: support@sustainwellness.com
Phone: (302) 291-4863
Mail: Sustain Wellness, 16192 Coastal Hwy, Lewes, DE 19958, USA

Account and order help: support@sustainwellness.com or (302) 291-4863.

Questions about your health information or medical record: OpenLoop Privacy Officer, privacy@openloophealth.com or (302) 291-4863.