Service policies · Effective October 15, 2026

Privacy Policy

This notice explains how Loved & Heard Patient Care Advocate handles information collected through its website, inquiries, reservations, payments, and communications.

1. Information we collect

Information you provide may include your name, phone number, email, contact preferences, reservation and order references, pickup and destination addresses, appointment dates and times, mobility or equipment needs, authorized contacts, and information needed for an agreed handoff. We also receive communications, payment status, transaction references, purchased services, and refund records.

Website and payment services may collect IP addresses, device and browser details, approximate location inferred from an IP address, pages viewed, referring links, cookie or advertising identifiers, and interactions with the site. Pickup and destination addresses can reveal sensitive information. Provide only the details needed to arrange transportation. Do not put diagnoses, medical records, Social Security numbers, or full payment-card information in general forms, emails, texts, or checkout notes.

2. How information is used

We use information to assess and arrange transportation, confirm service fit, coordinate pickups and returns, communicate with authorized people, process payments and refunds, respond to questions, maintain company records, prevent misuse, and meet legal obligations. General website usage data may also help measure site performance, improve services, and evaluate advertising. Marketing messages are sent only using the permission required for that channel.

3. Service providers and other disclosures

Information needed for operations may be shared with authorized staff and providers supporting website hosting, customer management, scheduling, communications, payment processing, and related administration. These include the GoHighLevel/LeadConnector platform and, when connected for checkout, Stripe. A driver receives the information needed for the accepted trip. Family members, caregivers, or facilities receive information only as authorized or otherwise permitted by law.

Information may also be disclosed when required by law, to respond to lawful requests, protect people or rights, investigate misuse, or support a company transaction with appropriate safeguards. This policy does not authorize public use of a passenger's image, story, health information, or testimonial. Any such use requires a separate appropriate permission.

4. Payment information

Card information is entered through the secure payment provider's checkout fields. Stripe processes payment information under its own Privacy Policy when Stripe is connected. Loved & Heard receives transaction information needed to administer the purchase, such as payment status and a transaction reference. Do not send complete card numbers or card security codes through general communications. No website or transmission method can be guaranteed completely secure.

5. Text messages and email

Where you separately opt in, service texts may concern inquiries, reservations, pickup and return coordination, payments, and schedule changes. Marketing texts may concern offers, announcements, and services. These are separate choices. Consent to marketing texts is not required to purchase transportation. Providing a phone number, paying, or accepting website terms does not by itself provide marketing SMS consent.

Message frequency varies. Message and data rates may apply. Reply STOP to opt out or HELP for assistance, or contact us below. Carriers are not liable for delayed or undelivered messages. If you opt out of service texts, arrange another way to receive reservation updates. You can unsubscribe from marketing email using its unsubscribe link; necessary order or service communications may continue.

Mobile information, SMS opt-in data, and consent records are not sold, rented, or shared with third parties or affiliates for their own marketing or promotional purposes. They may be shared with providers solely to deliver and support the requested messaging service, or as required by law.

6. Cookies, analytics, and advertising pixels

The website may use essential cookies for security and functionality and, where enabled, analytics cookies and advertising pixels to understand general site activity, measure campaigns, and show or measure advertising. Advertising and analytics providers may collect device identifiers, IP addresses, page activity, and similar usage data and handle it under their own notices. Depending on applicable law, some advertising disclosures may be treated as sharing or sale even without a monetary payment.

You can manage cookies through your browser and use any available website consent controls. Disabling essential cookies may affect site functions. You can also contact us about applicable advertising opt-outs or privacy rights. Browser choices may apply only to that browser or device; deleting cookies may reset a preference.

Transportation details, appointment information, mobility needs, precise pickup or destination locations, and reservation notes are not intended for advertising targeting. Marketing consent does not authorize disclosure of sensitive service information to advertising platforms. Optional tracking must be configured consistently with applicable consent requirements and these limits.

7. Retention and safeguards

We retain information for the time reasonably needed to arrange and administer services, maintain payment and company records, resolve questions or claims, and meet legal or preservation obligations. Retention varies by record type and purpose. Access should be limited to people and providers who need the information for their work, with reasonable administrative and technical safeguards. No system can promise absolute confidentiality or security.

8. Your choices and requests

You may contact us to request access to or correction of your information, deletion where available, changes to authorized contacts, or withdrawal of a communication permission. Depending on applicable law, additional privacy rights may apply. We may need to verify your identity and authority before acting. We may retain records required for transactions, legal obligations, fraud prevention, or pending claims, and will explain an applicable limitation. Do not send sensitive identification documents with an initial request.

9. Children and third-party services

This website is intended for adults arranging services. It is not directed to children under 13. A parent, guardian, or other authorized adult should arrange transportation for a minor and provide only necessary information. Contact us if a child has submitted information improperly. Linked websites and third-party tools have their own privacy practices; review their notices before using them.

10. Updates and contact

The effective date above identifies this notice. Material changes will be reflected in an updated notice and any additional notice or consent required by law. Contact Loved & Heard using the details below for privacy questions or requests.