01Scope of this policy
This Privacy Policy explains how Recode Labs LLC ("Recode Labs", "we", "us") collects, uses, shares and protects information when you visit our website, complete a medical intake, or use our services.
Recode Labs is a technology and brand company. We are not a pharmacy, a prescriber or a healthcare provider. Clinical care is delivered by independent clinicians licensed in your state, and medications are dispensed by licensed pharmacies in the United States. Those clinicians and pharmacies are separate entities with their own privacy obligations and their own notices.
This Privacy Policy covers information we handle as a business, including marketing and website data. Health information you provide as part of your care is also covered by our Notice of Privacy Practices, which describes your rights under HIPAA.
Where the two documents differ with respect to protected health information, the Notice of Privacy Practices controls.
This policy applies to residents of the United States. Our services are not offered outside the United States.
02Information we collect
Information you give us
- Identity and contact information. Name, date of birth, email address, postal address, telephone number.
- Health information. Medical history, current medications, allergies, height and weight, conditions, symptoms, treatment goals, pregnancy or breastfeeding status, and any photographs or documents you submit as part of your intake.
- Identity verification. Where required, government-issued identification for age and identity verification.
- Payment information. Card details are captured and tokenized by our third-party payment processor. We do not receive or store your full card number.
- Communications. Messages you send to our support team or to your care team, and records of those exchanges.
Information collected automatically
- Device and usage data. IP address, browser type, operating system, device identifiers, pages viewed, time on page, referring URL.
- Cookies and similar technologies. See Cookies and tracking below.
Information from third parties
- Clinicians and pharmacies involved in your care, including prescription and fulfilment status.
- Shipping carriers, for delivery tracking.
- Identity and address verification providers.
- Advertising and analytics partners, where permitted by law and by your choices.
We do not knowingly collect information from anyone under 18. Our services are for adults only. If you believe a minor has provided us information, contact us and we will delete it.
03How we use your information
| Purpose | What this means |
|---|---|
| Providing services | Routing your intake to a licensed clinician, transmitting a prescription to a pharmacy, arranging shipment, and supporting follow-up care. |
| Account and orders | Creating and maintaining your account, processing payments, sending order and shipping confirmations, and handling refunds. |
| Customer support | Responding to your questions, resolving issues, and handling complaints and adverse event reports. |
| Safety and compliance | Verifying eligibility and identity, preventing fraud and abuse, meeting our legal, regulatory and recordkeeping obligations. |
| Improving our service | Understanding how the website is used, diagnosing technical problems, and improving the experience. |
| Marketing | Sending you information about our services, where you have not opted out and where the law permits. |
What we do not do
- We do not sell your health information.
- We do not use your health information to target advertising to you.
- We do not share your health information with advertising platforms.
- SMS opt-in and phone numbers collected for SMS communication purposes will not be shared with any third party and affiliates for marketing purposes.
- We do not use your information to make automated decisions that produce legal or similarly significant effects about you. Clinical decisions are made by licensed clinicians exercising independent professional judgement.
06Your privacy rights
Depending on where you live, you may have some or all of the following rights.
- Access. Request confirmation of whether we process your information and a copy of it.
- Correction. Ask us to correct inaccurate information.
- Deletion. Ask us to delete your information, subject to exceptions such as medical record retention requirements.
- Portability. Receive your information in a portable format.
- Opt out. Opt out of targeted advertising, of the sale or sharing of personal information, and of certain profiling.
- Limit sensitive data. Limit the use of sensitive personal information, including health information.
- Non-discrimination. Not be discriminated against for exercising any of these rights.
How to exercise your rights
Email privacy@recodelabs.io. We will verify your identity before acting on a request, and will respond within the time required by applicable law, generally 45 days, with one extension where permitted.
An authorised agent may submit a request on your behalf with written proof of authorisation.
Appeals
If we decline your request, you may appeal by replying to our decision with the word "Appeal" in the subject line. If your appeal is denied, you may contact your state Attorney General.
Rights over protected health information, including the right to access, amend and request an accounting of disclosures, are described separately in our Notice of Privacy Practices.
07Security and retention
We maintain administrative, physical and technical safeguards designed to protect your information, including encryption in transit and at rest, access controls, audit logging, and vendor due diligence. Payment card data is tokenized at the point of capture by a third-party provider, so we do not hold raw card numbers.
No method of transmission or storage is completely secure. We cannot guarantee absolute security, and you share information with us at your own risk.
How long we keep information
We keep your information for as long as needed for the purposes described in this policy, and then for as long as required by law. Medical records are retained for the period required by the state in which care was provided, which is generally between five and ten years after the last encounter, and longer for patients who were minors at the time of treatment. Transaction records are retained as required by tax and financial regulations.
Where we no longer need information, we delete it or de-identify it.
08Changes and contact
We may update this Privacy Policy. When we do, we will change the effective date at the top of this page. If the change is material, we will provide additional notice, such as by email or a prominent notice on the website, before it takes effect.
Contact us
- Entity
- Recode Labs LLC
- Address
- 1120 E Kennedy Blvd, Ste 915
Tampa, FL 33602 - Privacy
- privacy@recodelabs.io
- Support
- support@recodelabs.io
09SMS terms
These terms apply to text messages between you and Recode Labs.
- SMS consent. The information obtained as part of the SMS consent process will not be shared with third parties for marketing purposes.
- Types of messages. If you have consented to receive text messages from Recode Labs, you may receive customer care messages: replies to your questions and updates about your orders.
- Message frequency. Message frequency varies. You may receive up to five SMS messages per week related to your questions or orders.
- Fees. Standard message and data rates may apply, depending on your carrier's pricing plan, and may differ for domestic and international messages.
- Opt-in. You opt in by sending us a text message first at (813) 519-1108.
- Opt-out. You can opt out at any time by replying STOP to any message you receive, or by contacting us to be removed from our messaging list.
- Help. Reply HELP for help, or contact us at support@recodelabs.io.
- Disclosures. Message and data rates may apply. Reply STOP to opt out. Reply HELP for help. Message frequency varies. See our Privacy Policy and Terms of Use.