Privacy

We collect what we need to send your order, help with what you ask us for and answer your questions. We do not sell your personal information, and we do not use anything you tell us about your health for advertising.

Who we are

HealthViber, 9204 S. Commercial Ave, Suite 304, Chicago, IL 60617. You can reach us on 1-800-209-6057 or at [email protected], and anything about your privacy goes to the same address. This policy covers this website, the orders placed through it, and the help we give through it. How we handle health information has its own page, our Consumer Health Data Policy.

What you give us

• When you order: your name, email address, delivery address, a phone number if you give one, and what you ordered.
• When you pay: your card details go straight to our payment provider, Stripe. They never reach us, and we never see your full card number.
• A plan: what is in it, how often it comes, and when you change, pause or cancel it.
• An account: your email address and a password, which we store scrambled.
• When you write to us: your name, email address, phone number if you give one, the topic you chose and your message.
• When you ask us for help: what you need help with, how to reach you and, if you asked from our clinic directory, which clinic. Later, your answer when we ask whether you got what you needed.
• When you ask for food: your ZIP code, how far you can travel, whether you can keep and cook food, and how to reach you. Your health need and dietary restrictions only if you tick the box that lets us keep them.
• When you book a Meter + Mentor session: the time, your name and how to reach you. What you would like to cover, only if you tick the box that lets us keep it.
• Reviews: your rating, your words, the name you want shown, and the email you ordered with, which is never shown.
• The newsletter: your email address, and only if you ask for it.

What we collect on our own

• Cookies and browser storage that the shop needs to work: staying signed in, your basket, your cookie choice. The full list is in our Cookie Policy.
• Visit statistics and Google Analytics, only after you press Accept on the cookie banner. They record which pages were viewed, from what kind of device, and where the visit came from.
• Checkout records of each step of a checkout, with a shortened IP address that cannot point at a household, so we can fix a checkout that fails. Kept for 30 days.
• Server logs of each request, which our hosting provider keeps for a limited time to run and protect the site.
• Clinic directory searches. The ZIP code and type of care you search for are part of the page address, so they appear in server logs, and in visit statistics if you accepted them. They are not linked to your name.

Why we use it

• To do what you asked: take and send your order, run your plan, run your account, answer your message, help with your request, book your session. For anyone in the UK or Europe, this is the contract between us, or steps you asked for before one.
• With your consent: keeping what you tell us about your health, the newsletter, and analytics and advertising cookies. You can withdraw it at any time, as easily as you gave it.
• To keep the shop safe and working: preventing fraud, fixing faults, and asking once whether the help we pointed you to worked. For anyone in the UK or Europe, this is our legitimate interest in running a safe and useful service.
• Because the law requires it: keeping order and tax records.

We never make a decision about you by automated means alone.

Health information

Some of what we hold says something about your health: what you asked us for help with, your answers about food, what you want to cover in a session, and the supplies you buy. We keep it only to give you what you asked for. We never sell it, never use it for advertising, and never give it to insurers or employers. Only staff given access to health information can open our care, food and Meter + Mentor records; staff who send orders and answer messages see the orders and messages they handle. The detail is in our Consumer Health Data Policy.

Who else sees it

We share the minimum with the companies that make the shop and the service work:

• Stripe, to take payments and bill plans.
• Our fulfilment partner and ShipStation, the shipping software they use, which get your name, address, phone number and the items they are sending.
• Delivery carriers, who get your name and address to bring the parcel.
• Brevo, which sends our emails.
• Twilio, which sends our text messages.
• Slack, which tells our team when a message arrives, with your name, email address, the topic and the start of your message.
• Code Agents, which builds and hosts this website and our back office, and provides our visit statistics.
• Cloudflare, which every visit to the site passes through, to keep it fast and secure.
• Google, for Google Analytics and Tag Manager, only if you accepted them.
• OpenStreetMap, which draws the maps in our clinic directory, only after you accept cookies or press Show map.
• A food pantry we refer you to, which gets your first name and ZIP code, and only if they need them to serve you.

Each of them may use what we give them only to do that job for us. Some of them are based outside the United States, in the United Kingdom or the European Union.

We would also hand over information if a court or the law required it, or to protect someone from harm. If HealthViber were ever sold or merged, customer records would move with the business, and this policy would move with them.

Marketing email

We only send marketing email to people who asked for it. Buying from us, starting a checkout or downloading our guide does not sign you up. Every marketing email has an unsubscribe link, it works immediately, and you will still get receipts and anything to do with a plan you are on, because those are not marketing.

How long we keep it

• Orders and invoices: seven years, because tax law requires it.
• Everything else: two years after the last thing that happened on it. That covers accounts nobody has signed in to or ordered with, messages, requests for help, food requests, sessions and contact records.
• Checkout records: 30 days. Abandoned baskets: 90 days. Visit statistics: 90 days.
• The newsletter: until you unsubscribe.

When something reaches the end of its time, we delete it.

Your rights and choices

Wherever you live, you can ask us to:

• tell you what we hold about you and give you a copy, in a file you can take elsewhere;
• correct anything that is wrong;
• delete it, apart from the order records the law makes us keep;
• withdraw a consent you gave, including to keep your health information;
• object to how we use it for our legitimate interest, or ask us to pause using it while we look into a request;
• stop sending you marketing.

We do not sell personal information. We do not share it for advertising unless you accept advertising cookies, and you can turn those off at any time from your cookie choices. We honor Global Privacy Control and Do Not Track as an opt out. We use health information only to give you what you asked for, so there is nothing further to limit.

Ask by emailing [email protected] or calling 1-800-209-6057. Someone can ask on your behalf with your written permission. We will answer within 45 days, or within a month if you are in the UK or Europe. We may need to check it is really you first, usually with details you have already given us. It costs nothing, and asking will never change how we treat you.

If we turn down a request, you can appeal by replying to our answer and we will look at it again. If you are not satisfied, you can complain to your state's attorney general or, in the UK or Europe, to your data protection authority.

Keeping it safe

The site runs over an encrypted connection. Passwords are stored scrambled. Card numbers never reach us. Staff sign in as themselves, and only staff given access to health information can open our care, food and Meter + Mentor records.

If a breach ever affected your information, we would tell you and the authorities as the law requires, and tell you what to do about it.

Children

This shop is for adults. It is not directed at children, and we do not knowingly collect information from anyone under 13. If you believe a child has given us information, contact us and we will delete it.

Changes

If this policy changes, the new version appears here with a new date at the top. If a change materially affects what we do with information we already hold, we will email you about it rather than rely on you noticing.