Privacy Policy

Effective Date: June 1, 2026

Carevela, Inc. (“Carevela,” “we,” “us,” or “our”) respects your privacy. This Privacy Policy explains how we collect, use, disclose, retain, and protect information when you access or use our website, online forms, provider application process, customer request process, document upload tools, communications, and related services (collectively, the “Services”).

By accessing or using the Services, submitting information to us, uploading documents, or communicating with us, you acknowledge that you have read and understood this Privacy Policy.

1. Scope

This Privacy Policy applies to information we collect through the Services and through related communications with you.

This Privacy Policy does not apply to websites, applications, products, services, or practices of third parties that we do not own or control. If you access a third-party service through or in connection with the Services, that third party’s privacy practices are governed by its own policies.

2. Information We Collect

We collect information that you provide directly to us, information generated through your use of the Services, and information received from service providers, contractors, or other parties involved in operating, supporting, evaluating, or improving the Services.

The information we collect may include personal identifiers, contact information, customer request information, provider application information, professional or credential-related information, uploaded documents, communications, consent records, technical information, usage information, device information, security logs, and other information you choose to provide or that is reasonably necessary to operate the Services.

Information submitted through the Services may include sensitive information, including information related to care needs, support preferences, provider qualifications, professional credentials, identification documents, availability, location, or other information relevant to a customer request, provider application, review, verification, or service-related process.

You should not submit information that is not requested, not accurate, or not reasonably necessary for your use of the Services.

3. Information You Submit About Others

If you submit information about another person, including a patient, care recipient, family member, provider, applicant, or other individual, you represent that you have all rights, permissions, authority, and consents necessary to provide that information to us and to allow us to collect, use, disclose, retain, and process it as described in this Privacy Policy.

You are responsible for ensuring that the information you submit is accurate, lawful, and appropriate for the purpose for which it is submitted.

4. How We Use Information

We use information to provide, operate, maintain, secure, and improve the Services and our business. This includes using information to process customer requests, evaluate provider applications, review uploaded documents, communicate with users, respond to inquiries, verify submitted information, maintain records, prevent misuse, protect the Services, enforce our terms and policies, comply with legal obligations, and conduct internal business operations.

We may use information to understand how the Services are used, improve the user experience, develop and improve our offerings, troubleshoot technical issues, monitor system performance, detect fraud or abuse, protect against unauthorized access, and maintain the integrity, safety, and security of our systems.

We may also use information for administrative, operational, legal, compliance, audit, insurance, dispute-resolution, and risk-management purposes.

5. Uploaded Documents

If you upload documents through the Services, we may use those documents and related metadata for purposes related to application review, identity or credential review, eligibility assessment, compliance, fraud prevention, risk management, recordkeeping, and operation of the Services.

Uploaded documents are stored in private cloud storage. We use administrative, technical, and organizational safeguards designed to restrict access to authorized personnel, systems, contractors, and service providers with a legitimate need to access such information.

We do not make uploaded documents publicly available.

You should not upload documents unless they are requested or reasonably relevant to your application, request, or use of the Services.

6. How We Disclose Information

We may disclose information to service providers, contractors, vendors, professional advisors, infrastructure providers, and other third parties that help us operate, host, store, secure, support, analyze, maintain, or improve the Services. These parties may access information only as reasonably necessary to perform services for us, support our operations, or comply with applicable obligations.

We may disclose limited information to customers, providers, applicants, authorized representatives, or other parties involved in a requested service when reasonably necessary to evaluate, coordinate, provide, support, review, or administer the Services.

We may disclose information to comply with applicable law, regulation, legal process, subpoena, court order, governmental request, regulatory inquiry, or similar obligation.

We may disclose information when we believe disclosure is necessary or appropriate to protect the rights, safety, property, or security of Carevela, our users, applicants, customers, providers, service providers, business partners, or others; to investigate or prevent fraud, abuse, misuse, security incidents, or unlawful activity; to enforce agreements, terms, and policies; or to defend or assert legal claims.

We may disclose or transfer information in connection with a merger, acquisition, financing, investment, reorganization, sale of assets, bankruptcy, dissolution, corporate transaction, or similar business event.

We may also disclose information with your consent, at your direction, or as otherwise described at the time of collection.

7. No Sale of Personal Information

We do not sell personal information for money.

We do not use sensitive care request information, provider application information, credential information, or uploaded documents for cross-context behavioral advertising.

8. Cookies and Similar Technologies

We may use cookies, local storage, logs, pixels, analytics tools, and similar technologies to operate the Services, remember settings, measure usage, improve performance, troubleshoot errors, detect abuse, maintain security, and understand how users interact with the Services.

You can usually adjust your browser settings to block or delete cookies. Some parts of the Services may not function properly if cookies, local storage, or similar technologies are disabled.

9. Analytics and Technical Information

We may collect and use technical and usage information, including IP address, browser type, device type, operating system, pages viewed, referring pages, timestamps, interaction data, error logs, and similar information.

We use this information to operate, secure, debug, analyze, and improve the Services. We may aggregate or de-identify information so that it does not reasonably identify you and may use such aggregated or de-identified information for lawful business purposes.

10. Data Storage and Security

We use administrative, technical, and organizational safeguards designed to protect information from unauthorized access, loss, misuse, alteration, or disclosure. These safeguards may include encryption in transit, encryption at rest where supported, private cloud storage, access controls, logging, monitoring, restricted administrative access, separation of public website assets from private user-submitted information, and other security measures appropriate to the nature of the information.

No method of transmission, processing, or storage is completely secure. We cannot guarantee absolute security, and you acknowledge that information submitted through the Services may be subject to security and privacy risks despite our safeguards.

You are responsible for using secure devices, networks, and contact information when interacting with the Services.

11. Data Retention

We retain information for as long as reasonably necessary to provide, operate, maintain, secure, and improve the Services; process requests and applications; maintain business records; comply with legal, regulatory, accounting, tax, audit, insurance, and compliance obligations; resolve disputes; enforce agreements; prevent fraud or abuse; protect the Services; and support legitimate business purposes.

Retention periods may vary depending on the nature of the information, the purpose for which it was collected, the sensitivity of the information, legal requirements, operational needs, and risk-management considerations.

We may retain application, request, verification, and document records even after a request is completed, withdrawn, rejected, or inactive where reasonably necessary for audit, fraud prevention, dispute resolution, legal compliance, insurance, security, or risk-management purposes.

We may retain certain information even after a request for deletion where retention is permitted or required by law, necessary for legitimate business purposes, needed to protect against fraud or misuse, required to complete transactions or services, or necessary to establish, exercise, or defend legal claims.

12. Your Choices and Rights

Depending on your location and applicable law, you may have the right to request access to, correction of, deletion of, restriction of, or a copy of certain personal information we maintain about you. You may also have the right to object to certain processing, withdraw consent where processing is based on consent, or opt out of certain uses or disclosures.

To make a privacy request, contact us at support@carevela.com.

We may need to verify your identity before responding to a request. We may decline, limit, or delay a request where permitted by law, including where information must be retained for legal, security, fraud prevention, operational, compliance, dispute-resolution, or legitimate business purposes.

13. Communications

We may contact you by email, phone, text message, or other methods you provide in connection with the Services. Communications may include confirmations, follow-up questions, status updates, operational notices, administrative messages, legal notices, security notices, and responses to your inquiries.

If you provide a phone number, you authorize us to contact you at that number for service-related, operational, or application-related purposes, including by call or text message where permitted by law. Message and data rates may apply.

You may opt out of non-essential marketing communications if we send them. We may continue to send transactional, operational, legal, administrative, or security-related communications.

You are responsible for ensuring that the contact information you provide is accurate and that you are authorized to receive communications at the email address or phone number provided.

14. Children’s Privacy

The Services are not directed to children under 13, and we do not knowingly collect personal information directly from children under 13 without appropriate consent. If you believe a child under 13 has provided personal information directly to us, contact us at support@carevela.com and we will take appropriate steps to address the issue.

Information about a minor or other care recipient may be submitted by a parent, guardian, family member, representative, or other authorized person as part of a care-related request.

15. Healthcare and Sensitive Information

Carevela is not a medical provider, health plan, healthcare clearinghouse, or emergency medical service. The Services are not intended for emergency medical use, medical diagnosis, medical treatment, clinical decision-making, or the provision of medical advice.

Do not use the Services for emergencies. If there is a medical emergency, call emergency services immediately.

Some information submitted through the Services may relate to care needs, health circumstances, personal support preferences, or provider credentials. We treat such information as sensitive and use it only for purposes consistent with this Privacy Policy, applicable law, and the operation of the Services.

Unless Carevela enters into a written agreement that expressly states otherwise, information submitted through the Services is not treated as protected health information under HIPAA.

If Carevela enters into a separate written agreement that imposes additional privacy or security obligations, including obligations related to protected health information, those obligations will be governed by the applicable agreement and applicable law.

16. Third-Party Services

The Services may contain links to third-party websites or services, or may rely on third-party providers to support hosting, storage, communications, analytics, security, or other operational functions. We are not responsible for the privacy, security, or data practices of third parties that we do not own or control. Their practices are governed by their own policies and agreements.

Your interactions with third-party services are at your own discretion and subject to the applicable third-party terms and policies.

17. California Privacy Notice

This section applies to California residents to the extent California privacy law applies to Carevela.

We may collect categories of personal information described under California law, including identifiers, customer records information, internet or electronic network activity information, geolocation information, professional or employment-related information, education-related information, sensitive personal information, and inferences derived from information we collect.

We collect and use these categories for the purposes described in this Privacy Policy, including providing the Services, processing requests and applications, reviewing documents, communicating with users, maintaining security, preventing fraud or misuse, improving the Services, complying with law, and conducting internal business operations.

We may disclose these categories of information to service providers, contractors, advisors, infrastructure providers, parties involved in providing or supporting the Services, legal or regulatory recipients, and parties involved in business transactions, as described in this Privacy Policy.

We do not sell personal information for money. We do not use or disclose sensitive personal information for purposes other than those reasonably necessary to provide the Services, maintain security, prevent fraud or misuse, comply with law, manage our business, or otherwise as permitted by California law.

Subject to applicable law, California residents may have the right to know, access, correct, delete, and obtain a copy of certain personal information, and to opt out of certain sales or sharing if applicable. California residents also have the right not to be discriminated against for exercising applicable privacy rights.

To exercise California privacy rights, contact us at support@carevela.com.

18. State Privacy Rights

Depending on your state of residence and applicable law, you may have additional privacy rights, including rights to access, correct, delete, obtain a copy of, or opt out of certain processing of personal information.

To exercise applicable state privacy rights, contact us at support@carevela.com.

We may verify your identity and process your request as required or permitted by applicable law. We may deny or limit requests where permitted by law.

19. International Users

The Services are operated from the United States. If you access the Services from outside the United States, your information may be processed and stored in the United States or other jurisdictions where our service providers operate. By using the Services, you understand that your information may be transferred to, processed in, and stored in jurisdictions that may have privacy laws different from those in your location.

20. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. If we make changes, we will update the effective date or post the revised version through the Services. Changes are effective when posted unless otherwise stated.

Your continued use of the Services after an updated Privacy Policy is posted means you acknowledge the updated Privacy Policy.

21. Contact Us

If you have questions, requests, or concerns about this Privacy Policy or our privacy practices, contact us at:

Carevela, Inc.

Email: support@carevela.com

Website: https://carevela.com