Hands On Heal, Inc. (“Hands On Heal,” “Company,” “we,” “our,” or “us”) respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, store, and disclose information when you use our website, platform, and related services (the “Service”).

This Policy applies to all users, including customers and therapists.

1. Information We Collect

We collect information directly from you, automatically through your use of the Service, and from service providers that help us operate the platform.

A. Information You Provide

For All Users (Customers and Therapists)

  • Full name
  • Email address
  • Phone number
  • Gender
  • Mailing address
  • Account password (encrypted)
  • Agreement to Terms of Service

Optional:

  • Date of birth
  • Profile picture

Additional Information for Therapists

  • Professional license information
  • Insurance information
  • Work history
  • Professional disclosures
  • Introductory video
  • Availability data (including synced calendar availability)

Therapist documents are stored securely and are accessible only to authorized administrators.

B. Location Information

With your permission, we collect and store precise GPS location data to match customers with nearby therapists. Location data is used strictly for service functionality.

C. Payment Information

Payments are processed through Stripe, our third-party payment processor.

  • We do not store full credit card numbers on our servers.
  • We store Stripe customer and transaction references for billing and payment processing purposes.
  • Payments may be authorized at booking and captured upon confirmation.
  • Funds are distributed between the platform and the therapist.

Stripe processes payment information in accordance with its own privacy policy.

D. Calendar Integration

Therapists may choose to sync their Google Calendar or Apple Calendar.

If enabled:

  • We access availability information.
  • We may create calendar events for booked appointments.

We do not access unrelated calendar content.

E. Communications & Platform Activity

We collect and store:

  • Appointment details
  • Direct messages between users (admin-accessible for moderation and dispute resolution)
  • Feedback and reviews
  • Disputes and support inquiries
  • Blocking preferences

F. Support Chat

We use Tawk.to to provide customer support chat services. Messages submitted through support chat are processed by Tawk.to as a service provider.

G. Automatically Collected Information

We collect limited technical data for security and system functionality, including:

  • IP address
  • Device information
  • Browser type
  • Session activity logs

We use this information for:

  • Token-based authentication
  • Fraud prevention
  • Security monitoring

We do not use advertising cookies or third-party tracking cookies.
We use browser localStorage for session state management.

2. SMS Communications

We collect your mobile phone number during registration.

By checking the SMS consent box during signup, you explicitly agree to receive transactional SMS messages related to your use of the Service.

These messages may include:

  • One-time passcodes (OTP)
  • Appointment confirmations
  • Appointment reminders
  • Appointment cancellations
  • Service notifications

Message frequency varies based on account activity.
Message and data rates may apply.

You may opt out at any time by replying STOP.
You may reply HELP for assistance.

We do not send marketing or promotional SMS messages.

SMS services are provided through Twilio, our service provider.

3. How We Use Your Information

We use your information to:

  • Create and manage accounts
  • Match customers with therapists
  • Process payments
  • Provide appointment scheduling services
  • Send transactional communications (email and SMS)
  • Maintain security and prevent fraud
  • Resolve disputes
  • Comply with legal obligations

We use sensitive personal information (such as location data and license information) solely to provide core platform functionality.

We do not use personal information for advertising purposes.

4. How We Share Information

We do not sell or share personal information for advertising or marketing purposes.

We may share information with service providers necessary to operate the platform, including:

  • Stripe (payment processing)
  • Twilio (SMS delivery)
  • AWS (hosting infrastructure)
  • DigitalOcean (CDN storage)
  • Tawk.to (support chat services)
  • Google or Apple (calendar integrations, if enabled by therapist)

These providers are contractually obligated to process information only for service-related purposes.

We may also disclose information:

  • To comply with legal obligations
  • To enforce our Terms
  • To protect users and the Company
  • In connection with a merger, acquisition, or sale of assets

5. Data Retention

We retain personal information as long as necessary to provide the Service and comply with legal obligations.

If you request account deletion:

  • Profile and personal account data will be deleted.
  • We may retain certain information as required for legal, financial, tax, fraud prevention, dispute resolution, or audit purposes.
  • Appointment history and transaction records may be retained where legally required.

Inactive accounts are not automatically deleted.

6. Children’s Privacy

The Service is not intended for individuals under 18 years of age.

We do not knowingly collect personal information from minors.
If we learn that a minor has provided personal information, we will delete it.

7. Data Security

We implement reasonable administrative, technical, and physical safeguards to protect personal information.

However, no system can guarantee absolute security. Users are responsible for maintaining the confidentiality of their account credentials.

In the event of a data breach, we will provide notice as required by applicable law.

8. California Privacy Rights (CPRA)

If you are a California resident, you have the right to:

  • Know what personal information we collect
  • Access your personal information
  • Request deletion of your personal information
  • Request correction of inaccurate information
  • Limit use of sensitive personal information
  • Not be discriminated against for exercising your rights

We do not sell or share personal information.

To exercise your California privacy rights, contact us at:

support@handsonheal.com

We may verify your identity before processing requests.

9. Do Not Track

We do not respond to browser “Do Not Track” signals.

10. Arbitration & Dispute Resolution

Any disputes relating to privacy or data practices shall be resolved through binding arbitration in the State of California, except where prohibited by law.

You agree to waive the right to participate in class actions or jury trials.

11. Changes to This Policy

We may update this Privacy Policy from time to time.
Changes will be posted with a revised “Last Updated” date.

Your continued use of the Service after changes become effective constitutes acceptance of the revised policy.

12. Contact Information

Hands On Heal, Inc.
619 N Hayworth
Los Angeles, CA 90048
Email: support@handsonheal.com
Phone: 2136449193