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Privacy Policy

What we collect, why, who sees it, and how long we keep it.

Effective 10 August 2026. This policy describes what the CooloCare service and mobile app actually do. It does not ask you for new permissions and it does not change any consent you have already signed.

CooloCare is operated by NATIONAL INTEGRATED SERVICES LLC, an Ohio-licensed home health agency (Facility ID: 2990HHN). Questions about this policy: info@coolocare.com or (614) 858-3777.

1. Who this covers

Four kinds of people have information in our system, and what we hold about each is different: patients receiving care, family members a patient has authorised, caregivers and nurses who work for us, and office staff.

For patients, we are a healthcare provider and your health information is protected health information. Your rights over it are set out in our Notice of Privacy Practices, which is a separate document and controls where the two overlap. This policy is broader — it also covers people HIPAA does not reach, such as a family member’s login.

2. What we collect

If you are a patient: your health record (name, date of birth, contact details, medications, allergies, medical devices, mobility and cognitive status, pets in the home, emergency contacts, insurance, care plans, nurse notes, vital signs); your visits and the notes caregivers write; your consents, each stored with its version, the clauses you agreed to, the time, your IP address, your signature and a PDF of the document as you saw it; emergency (SOS) events and who we contacted; calls with Danielle (see section 4); rides; and, if you are enrolled, home monitoring (see section 5).

If you are a family member: your name, relationship, email and phone; which categories the patient has permitted you to see; and your IP address when you acknowledge the monitoring terms. Invitations expire after 7 days and login codes after 30 minutes, both single-use.

If you are a caregiver or nurse: your contact details, role, licence number and expiry, employment status, and the results of the exclusion screening required for healthcare employment. We also store your gender, the languages you speak and your faith, used to match you with patients who have expressed a preference. We record clock-in and clock-out events including location where your device provides it — you may decline location and still clock in, and the refusal is recorded rather than blocked.

If you apply for a job: name, phone, email, city, availability and how you heard about us. Nothing clinical. We may call you using an automated dialler, never between 9pm and 8am Eastern.

3. What we do not collect

4. Danielle, our AI assistant

Danielle is an AI, not a person, and identifies herself as one.

Voice calls are recorded and transcribed. We store the transcript and a link to the recording; the audio file itself is held by our voice provider. Transcripts are visible to CooloCare administrators and are never shown to family members.

Before a call we give Danielle a short summary from your record: your first name, your medication names and times, your next visit and the caregiver’s first name, your care plan name, whether monitoring is on, your family contacts’ first names, and up to two recent care notes.

She is deliberately never told your date of birth, address, phone number, email, member or Medicaid numbers, diagnoses, allergies, any medication dosage, or your surname. Dosages are removed even when they appear inside a care note.

If you message Danielle in the app we do not store the conversation. We keep only a pointer that lets it resume for up to an hour, and your messages are never written to our logs.

5. Home monitoring, cameras and face recognition

This applies only if you are enrolled in home monitoring and have accepted the video-monitoring consent. Otherwise none of it happens.

We collect motion clips and stills from cameras in the home, smoke and carbon-monoxide alarm status, whether the system is armed, and a record of every alert we decided to send — including the ones we decided not to send, and why. Footage originates with the camera manufacturer’s cloud service and is copied into our own protected storage.

People who are not the patient

Please read this part carefully — it affects visitors, not just the patient.

When a camera sees a person, we compare their face against the people already identified in that household. If there is no match, we group the sightings and show them to the patient, to authorised family members and to our staff — as a cropped picture of that person’s face, with the video clip and how many times they have been seen.

This means an authorised family member can see the face and video of a visitor, a neighbour or a delivery driver, and that person is not asked and is not told. If someone then puts a name to that face, we store a face template for them. The person who typed the name is recorded as the basis on which we store it — that is an assertion by a member of the household, not consent obtained from the person whose face it is.

What limits this: unrecognised people who are never named are automatically deleted after 30 days — the face template and the cropped image are both erased, by an automatic daily job. A template for someone who has been named is kept indefinitely. Face-recognition results are never given to our AI assistant, and anyone in the household can mark a person as “ignore”.

If you have been recorded by a CooloCare camera in someone else’s home and want to know what we hold, contact us at info@coolocare.com.

Alerts

A notification may include the household member’s first name, the camera or room name, and, if we recognised someone, that person’s name and role. It never contains a diagnosis, a medication or clinical information.

6. Location

We collect precise location in exactly two situations.

During an active ride. While a caregiver is driving a patient, their device sends its position roughly every ten seconds so the patient, family and office can see the car approaching. Our servers refuse to store a position at any other time. The patient and family see only the latest position; only office staff see the route. These points are automatically deleted after 24 hours.

At clock-in and clock-out, where the device provides it — a requirement of electronic visit verification. These are kept as part of the visit record.

We do not track anyone’s location in the background, at any other time, for any purpose.

7. How long we keep things

Deleted automatically today: ride location points after 24 hours; face data for unrecognised people after 30 days; system access logs after 90 days; web delivery logs after 30 days; database backups after 7 days; Danielle chat pointers after 1 hour.

Kept for the duration of the care relationship and afterwards as law and our records obligations require: your health record, visit notes, consent records, call transcripts, monitoring video, named face templates and our audit trails. Consent records and audit trails are append-only and are never edited or deleted — that is what makes them evidence.

We are establishing a written retention schedule for the second list. We would rather tell you that than imply a schedule already governs everything.

8. Closing your account

If you ask us to close your patient account we deactivate it and remove your identifying details — your email is replaced and your name, phone and address are cleared. Your login stops working and family access is detached.

Your clinical record is not deleted. Health records, visit documentation and consent evidence are retained because we are required to keep them. This is a deliberate limit on deletion and you should understand it before asking.

9. Your rights

You may ask to see the information we hold about you, correct it, or ask us to delete it, subject to section 8 and to records we must keep by law. Patients also have the rights in our Notice of Privacy Practices, which controls for health information.

You can delete your patient account in the app by opening Profile, then Account & data, then Delete account. You may also send an access, correction or deletion request to the CooloCare office at info@coolocare.com or (614) 858-3777. See our account deletion and data request instructions for the steps and retention limits.

10. Children

CooloCare provides home care to adults. The service is not directed to children under 13 and we do not knowingly collect their information. If a child appears in household camera footage it is handled under the same protections as any other footage and the same 30-day rule for unidentified people.

11. Sharing and our service providers

We do not sell personal information and we do not share it for advertising. We share it only with the service providers below, with health plans and payers where needed to bill for your care and where you have authorised it, with people you have authorised, and where required by law or to address a serious and immediate risk to someone’s safety.

12. Where your information lives, and how it is protected

Everything runs in Amazon Web Services in the United States. Connections from your device are encrypted with TLS 1.2 or better. Our database, its backups, our servers’ disks, our cache and our system logs are encrypted, as are photographs, video, signatures and uploaded documents. Files are never public — when you view a photo, a clip or a document the app receives a link that works for a short time only, typically five minutes for camera media.

Changes to a patient’s chart, arming or disarming a home system, ride status changes, camera-data access and staff sign-ins are written to append-only records that cannot be edited afterwards and that keep the name of the person who acted even if their account is later closed.

13. Ohio and federal law

CooloCare operates in Ohio and is subject to Ohio law and to federal healthcare privacy law. Health information is governed by HIPAA and our Notice of Privacy Practices. Ohio is a one-party-consent state for recording conversations; recording of calls with Danielle is disclosed in section 4.

14. Our platform and your content

The CooloCare application, its design and its software are ours. Content you provide — notes, photographs, signatures, recordings — remains yours; you grant us the licence needed to operate the service, to store it, show it to the people authorised to see it and keep it as part of the care record. We do not use your content to train artificial-intelligence models.

15. Changes

If we change this policy we will update the date at the top and, for changes that materially affect you, tell you in the app.