Privacy Policy & HIPAA Notice | TruWell AI

Privacy Policy & HIPAA Notice of Privacy Practices

Effective Date: May 6, 2026 | Last Updated: May 6, 2026

TruWell AI LLC ("TruWell," "we," "us," or "our") is committed to protecting the privacy and security of your personal and health information. This Privacy Policy and HIPAA Notice of Privacy Practices describes how we collect, use, disclose, and protect your information in connection with our telehealth and hormone optimization services.

1. Who We Are

TruWell AI LLC is a telehealth hormone optimization clinic operating in accordance with applicable federal and state laws, including the Health Insurance Portability and Accountability Act of 1996 (HIPAA). Our licensed providers supervise all clinical services.

  • Business Name: TruWell AI LLC
  • Address: 3490 W 3300 S STE 7, West Haven, UT 84401
  • Contact: [email protected] | (385) 475-6394

2. Information We Collect

We may collect the following categories of information:

  • Personal Information: Name, date of birth, address, phone number, email address
  • Health Information (PHI): Medical history, lab results, prescriptions, symptoms, treatment plans
  • Payment Information: Billing details processed through secure third-party payment processors
  • Communication Data: Messages, emails, and SMS exchanged with our team
  • Technical Data: IP address, browser type, device information when using our website

3. How We Use Your Information

We use your information to:

  • Provide, manage, and coordinate your healthcare and telehealth services
  • Communicate with you about your treatment, lab results, and prescriptions
  • Process payments and manage your account
  • Send appointment reminders, health check-ins, and prescription refill notifications
  • Comply with legal and regulatory obligations
  • Improve our services and platform

4. HIPAA Notice of Privacy Practices

As a covered healthcare entity, TruWell AI LLC complies with HIPAA. Your Protected Health Information (PHI) may be used and disclosed for the following purposes:

  • Treatment: Sharing information with your licensed provider, pharmacies (including compounding pharmacies), and diagnostic labs to coordinate your care
  • Payment: Processing billing and insurance-related transactions
  • Healthcare Operations: Quality improvement, training, compliance, and business operations
  • As Required by Law: Disclosures required by federal, state, or local law

We will not sell your PHI or use it for marketing purposes without your explicit written authorization.

5. Your HIPAA Rights

You have the following rights regarding your health information:

  • Right to Access: Request a copy of your medical records
  • Right to Amend: Request corrections to your health information
  • Right to Restrict: Request limitations on how we use or disclose your PHI
  • Right to an Accounting: Request a list of disclosures we have made of your PHI
  • Right to Confidential Communications: Request we contact you through a specific method or location
  • Right to a Paper Copy: Request a printed copy of this notice at any time

To exercise any of these rights, contact us at [email protected].

6. SMS & Electronic Communications

By providing your phone number and enrolling in our services, you consent to receive SMS messages related to your care, including appointment reminders, lab result notifications, prescription updates, and health check-ins. Message frequency varies. Message and data rates may apply. You may opt out at any time by replying STOP. For help, reply HELP or contact us at [email protected].

We send SMS communications only between 9:00 AM and 8:30 PM in your local time zone in compliance with applicable telecommunications regulations.

7. Third-Party Service Providers

We work with the following categories of trusted third-party partners to deliver our services:

  • Licensed compounding pharmacies (for prescription fulfillment)
  • Diagnostic laboratories (for lab order processing and results)
  • Electronic health record (EHR) providers
  • Payment processors
  • HIPAA-compliant communication platforms

All third-party partners are required to maintain appropriate safeguards for your information under Business Associate Agreements (BAAs) where required by HIPAA.

8. Data Security

We implement administrative, technical, and physical safeguards to protect your information, including encrypted data storage, secure transmission protocols (SSL/TLS), access controls, and regular security assessments.

9. Data Retention

We retain medical records and health information in accordance with applicable state and federal law — generally a minimum of 7 years from the date of last service, or as otherwise required by law.

10. State Privacy Rights

Depending on your state of residence, you may have additional privacy rights under state law. We comply with all applicable state telehealth and privacy regulations in the states where we operate.

11. Complaints

If you believe your privacy rights have been violated, you may file a complaint with us or with the U.S. Department of Health and Human Services Office for Civil Rights at hhs.gov/ocr. We will not retaliate against you for filing a complaint.

12. Changes to This Policy

We reserve the right to update this Privacy Policy at any time. Changes will be posted on this page with an updated effective date. Continued use of our services after any changes constitutes acceptance of the updated policy.

13. Contact Us

For questions, requests, or concerns regarding this Privacy Policy or your health information:

  • Email: [email protected]
  • Phone: (385) 475-6394
  • Mail: TruWell AI LLC, 3490 W 3300 S STE 7, West Haven, UT 84401