Privacy Policy

TeamLife Health Group operates TLC CareNow on behalf of participating communities to help coordinate care visits, payments, and related client services.

Your participating community may also collect and use information about you under its own policies and notices. This Privacy Policy covers the Service operated by us; it does not replace community-specific notices you may receive separately.

We collect information you provide directly, information generated when you use the Service, information your participating community or authorized care team shares with us to operate your account, and limited technical information from your device.

Account and profile: name, phone number, email address, community and suite or unit, date of birth, gender (if provided), login credentials (stored in protected form), and profile completion status.

Care and intake information: emergency contacts, allergies, medications, medical conditions or care notes you choose to provide, care preferences, special instructions, preferred language, veteran status (if provided), resident care-plan content you or staff enter in the Service, and related scheduling details.

Booking and payment: services requested, visit dates and times, cart and order history, payment method tokens (processed by our payment partner—we do not store full card numbers on our servers), billing and transaction records, and receipts.

Communications: messages you send through or in connection with the Service, support requests, and SMS or email content needed for login codes, confirmations, reminders, and service notices.

Technical data: device type, browser, IP address, session identifiers, timestamps, logs, and security-related events used to operate and protect the Service.

We use information to:

• Create and manage your account and authenticate you (including phone or email one-time codes).

• Schedule, coordinate, and deliver care services with your community and care team.

• Process payments, refunds, and billing.

• Communicate with you about bookings, account activity, and Service updates (including SMS and email as described below).

• Maintain care plans, preferences, and safety-related instructions you or authorized staff provide.

• Improve, secure, and troubleshoot the Service; detect fraud and abuse.

• Comply with law, regulation, and contractual obligations, including healthcare, safety, and financial requirements.

We do not sell your personal information for money. We do not use your information for third-party behavioral advertising through the Service.

We share information only as needed to operate the Service and as described below:

• Participating community staff and authorized care professionals who need information to schedule and provide your services.

• Service providers that help us run the Service (hosting, authentication, payment processing, messaging, and support tools), under contracts that require confidentiality and appropriate security.

• Payment processors (such as Stripe) to charge your payment methods—you interact with their terms when you add or use a card.

• Other parties when required by law, court order, or government request, or to protect rights, safety, and security.

• Successors in connection with a merger, acquisition, or asset sale, subject to continued protection consistent with this Policy.

We may share de-identified or aggregated information that cannot reasonably identify you.

Some information you provide (for example, date of birth, allergies, medications, conditions, and care notes) may be protected health information under U.S. HIPAA and similar laws when we or your community act as covered entities or business associates.

We store sensitive health-related fields in secured application databases with access controls, not in casual profile metadata. Access is limited to authorized roles who need it for care coordination, billing, or administration.

The Service is a care-coordination tool. It is not a complete electronic medical record. Clinical records maintained by your community or providers may be governed by their own notices and policies.

If your community provides a separate Notice of Privacy Practices for healthcare, that notice may also apply to how the community uses your health information. This Policy describes our practices for the Service.

We use the phone number and email you provide to send Service-related messages, including one-time login codes, booking confirmations, visit reminders, payment notices, and account or security alerts.

SMS message frequency varies with your account activity. Message and data rates may apply. You may reply STOP to opt out of SMS from that number where supported, or contact us using Section 15 to update preferences. Opting out of SMS may limit login codes or timely booking notices to that number.

We do not sell phone numbers or use SMS for third-party marketing. Promotional messages are sent only if you separately opt in where offered.

We use administrative, technical, and physical safeguards designed to protect information, including encryption in transit (TLS), encryption at rest for stored data where supported, role-based access controls, authentication requirements, and monitoring for suspicious activity.

No method of transmission or storage is completely secure. Please use a strong device passcode, keep login codes private, and sign out on shared devices.

If we become aware of a breach that affects your information, we will notify you and regulators as required by applicable law.

We retain information for as long as your account is active and as needed to provide the Service, resolve disputes, enforce agreements, and meet legal, tax, and healthcare record-keeping obligations.

From your Profile you may submit a request to delete your account. We or your participating community may contact you to verify identity before completing deletion.

When a deletion request is approved, we deactivate access and delete or de-identify personal information we control, except where we must retain records for legal, accounting, security, dispute-resolution, or community-care obligations. Payment and booking records may be retained as required by law or our agreements with your community. Some information may remain in backups for a limited period.

Depending on where you live, you may have rights to access, correct, delete, or obtain a copy of your personal information, and to object to or restrict certain processing.

To exercise rights: contact your participating community care team, email or call us using the details in Section 15, or use Request Account Deletion in your Profile when you are signed in.

We will verify your identity before responding. We may decline requests where an exception applies (for example, legal retention requirements).

If a family member or authorized representative manages an account on your behalf, we may share account and care-coordination information with that authorized person as directed by you or your community.

If you are a California resident, you may have additional rights under the California Consumer Privacy Act (CCPA/CPRA), including the right to know categories of information collected, request deletion or correction, and not be discriminated against for exercising rights.

We do not sell personal information as defined by California law, and we do not share personal information for cross-context behavioral advertising as those terms are defined under California law.

To submit a California request, use the contact methods in Section 15. We will verify your identity and respond within the timeframes required by law.

If you live in a U.S. state with a comprehensive consumer privacy law (for example, Illinois or other states that enact similar rights), you may have rights to access, correct, delete, or obtain a portable copy of personal information, and to opt out of certain processing where those laws apply.

To exercise applicable state rights, contact us using Section 15. We will process requests consistent with applicable law and any required verification steps.

The Service uses cookies and local storage to keep you signed in, remember preferences, protect against fraud, and understand how the Service is used. You can control cookies through browser settings; disabling some cookies may limit functionality.

We do not use the Service to track you across unrelated third-party websites for advertising.

Some browsers offer a “Do Not Track” signal. The Service does not currently respond to Do Not Track signals in a uniform way because there is no common industry standard.

The Service is not directed to children under 13, and we do not knowingly collect personal information from children under 13. If you believe we have collected such information, contact us so we can delete it.

Accounts for residents may be created or managed by family members or authorized representatives with legal authority.

We may update this Privacy Policy from time to time. We will post the revised Policy with a new "Last updated" date. Material changes may be communicated through the Service or by email where appropriate. Continued use after the effective date means you accept the revised Policy.

Privacy questions, data requests, or deletion follow-ups: contact your participating community care team, or TeamLife Health Group at info@teamlifecares.com or (312) 428-1188.

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Privacy Policy page: app.tlccarenow.com/privacy-policy