Privacy Policy

1. Introduction

SendVyte, LLC ("SendVyte," "we," "us," or "our") operates the SendVyte patient communication platform at sendvyte.com. This Privacy Policy explains how we collect, use, disclose, and protect information when you use our website and services.

By using SendVyte, you agree to the collection and use of information as described in this policy. If you do not agree, please do not use our services.

2. Information We Collect

Information You Provide

• Account Information: Name, email address, phone number, practice name, and billing information when you create an account or subscribe to our services.
• Practice Data: Practice name, address, phone numbers, provider names, office hours, and other information you enter into the platform.
• Payment Information: Credit card and billing details processed securely through Stripe. We do not store full credit card numbers on our servers.

Patient Information

• Patient Data Synced from Practice Management Software: Patient names, phone numbers, email addresses, appointment dates, appointment types, and SMS consent status as recorded in your practice management software.
• SMS Communication Records: Text message content, delivery status, timestamps, and opt-in/opt-out status for patients who receive messages through our platform.
• Call and Conversation Records: For calls answered by the SendVyte AI Receptionist and conversations handled by SendVyte Web Agent: call audio, transcripts, the information a caller provides (such as name, callback number, and reason for calling), timestamps, and call duration.

Automatically Collected Information

• Usage Data: Pages visited, features used, timestamps, and interaction patterns within the platform.
• Device and Browser Information: IP address, browser type, operating system, and device identifiers.
• Cookies: We use essential cookies for authentication and session management. We do not use third-party advertising cookies.

3. How We Use Your Information

We use the information we collect to:

• Provide, maintain, and improve the SendVyte platform and services
• Send appointment confirmations, reminders, and follow-up messages on behalf of healthcare practices
• Send Google review requests to patients on behalf of practices
• Process payments and manage subscriptions
• Provide customer support and respond to inquiries
• Monitor platform performance, security, and reliability
• Comply with legal obligations

4. SMS Messaging Privacy

SendVyte sends text messages (SMS) to patients on behalf of subscribing healthcare practices. The following applies to our SMS communications:

• Messages are sent only to patients whose healthcare practice has opted them in through their practice management software.
• Message types include: appointment confirmations, appointment reminders, post-treatment review requests, and patient payment links.
• Patients can opt out of messages at any time by replying STOP to any message.
• Patients can request help by replying HELP to any message.
• Message frequency varies based on appointment activity (typically 1–5 messages per appointment).
• Message and data rates may apply depending on the patient's mobile carrier and plan.
• We do not send marketing messages or share patient phone numbers with any third party for messaging purposes.
• SMS opt-in data and consent records are not shared with third parties for marketing or promotional purposes.

5. AI Receptionist Privacy (Voice and Chat)

The SendVyte AI Receptionist answers telephone calls (SendVyte Voice) and website conversations (SendVyte Web Agent) on behalf of subscribing healthcare practices, following configuration and scripts the practice approves. The following applies:

• Callers are speaking with an automated assistant. The AI Receptionist follows practice-approved scripts and escalation protocols. It does not diagnose conditions, recommend treatment, confirm insurance coverage, or replace emergency services.
• Calls are recorded and transcribed. Call audio and transcripts are processed to capture the caller's details, produce a summary, and notify practice staff. Practices are responsible for providing any call-recording notice or obtaining any consent required in their jurisdiction.
• Conversation content may include health information. A caller may describe symptoms or a reason for calling. That information is processed to handle the call, notify staff, and create a record for the practice.
• Conversation content is processed by our communications and AI providers. See "Data Sharing and Disclosure" below.
• We do not use call or conversation content for advertising, and we do not sell it.

6. Data Sharing and Disclosure

We may share information with the following parties, solely to provide our services:

• Amazon Web Services (AWS): Our hosting and infrastructure provider. Platform data, including practice data, patient records, message logs, and call transcripts, is stored on AWS infrastructure located in the United States. See AWS Privacy Notice.
• Microsoft: Used to deliver notification email to practice staff. Notification email may contain information a caller provided, such as a name, callback number, and reason for calling. See Microsoft Privacy Statement.
• Telnyx: Our communications provider. Telnyx processes phone numbers and message content to deliver text messages, and carries, records, and transcribes calls answered by the SendVyte AI Receptionist. See Telnyx's Privacy Policy.
• Stripe: Our payment processor. Stripe processes payment and billing information. See Stripe's Privacy Policy.
• Google: For Google Business Profile integration and review management. See Google's Privacy Policy.
• Anthropic: For AI-assisted features, including the SendVyte AI Receptionist and AI-generated review reply suggestions. Conversation content and transcripts, which may include information a patient provides, are processed through Anthropic's Claude API. See Anthropic's Privacy Policy.

We may also disclose information if required by law, court order, or governmental regulation, or if necessary to protect the rights, property, or safety of SendVyte, our users, or the public.

7. Data Location and Storage

Platform data is stored on infrastructure located in the United States. SendVyte does not intentionally store platform data outside the United States. Certain service providers described in "Data Sharing and Disclosure" may process data on their own infrastructure in accordance with their published terms.

8. Data Security

We take reasonable measures to protect the information we collect, including:

• SSL/TLS encryption for all data transmitted to and from our platform
• Encrypted storage of authentication credentials and API keys
• Role-based access controls within the platform
• Regular security reviews of our infrastructure
• Secure payment processing through PCI-compliant Stripe

No method of electronic transmission or storage is 100% secure. While we strive to protect your information, we cannot guarantee absolute security.

9. HIPAA Compliance

SendVyte acts as a Business Associate to subscribing healthcare practices, which are Covered Entities under the Health Insurance Portability and Accountability Act (HIPAA). SendVyte processes protected health information (PHI) on their behalf.

• Business Associate Agreement. We enter into a Business Associate Agreement (BAA) with each subscribing practice. We use and disclose PHI only as permitted by that BAA and applicable law.
• Subcontractors. Service providers that create, receive, maintain, or transmit PHI on our behalf are subcontractors under HIPAA and are subject to written agreements requiring them to protect PHI.
• Minimum necessary. Automated messages are limited to scheduling and practice information and do not include clinical diagnoses or treatment details.
• Breach notification. In the event of a breach of unsecured PHI, SendVyte will notify the affected practice in accordance with the BAA and the HIPAA Breach Notification Rule.
• Patient requests. Patients seeking access to, amendment of, or an accounting of disclosures of their health information should contact their healthcare practice, which is the Covered Entity holding the designated record set.

10. Data Retention

• Account Data: Retained for the duration of your subscription and for 90 days following cancellation.
• SMS Records: Message logs are retained for 12 months for compliance and support purposes.
• Call and Conversation Records: Transcripts and call summaries are retained for the duration of your subscription and for 90 days following cancellation. Call audio is retained by our communications provider in accordance with its retention settings.
• Payment Records: Transaction records are retained as required by applicable tax and financial regulations.
• Payment Links: Expired or completed payment links are automatically cleaned up after 6 months.

11. Your Rights

You may request to:

• Access the personal information we hold about you
• Correct inaccurate information
• Delete your account and associated data
• Export your data in a portable format

To exercise any of these rights, contact us at support@sendvyte.com.

Patients who wish to opt out of text messages can reply STOP to any message or contact their healthcare practice directly.

12. State Privacy Rights

Depending on your state of residence, you may have rights regarding personal information that is not protected health information, such as the right to know what personal information is collected, to request deletion or correction, and to opt out of certain processing.

Protected health information handled by SendVyte on behalf of a healthcare practice is generally governed by HIPAA rather than state consumer privacy statutes, and requests concerning that information should be directed to the practice. For personal information outside that scope, contact support@sendvyte.com.

We do not sell personal information, and we do not share it for cross-context behavioral advertising.

13. Children's Privacy

SendVyte is not directed to individuals under the age of 13. We do not knowingly collect personal information from children under 13. If you believe a child has provided us with personal information, please contact us and we will delete it promptly.

14. Changes to This Policy

We may update this Privacy Policy from time to time. When we do, we will revise the "Last updated" date at the top of this page. We encourage you to review this page periodically for any changes.

SVAlert™ — Additional Data Practices

The following additional disclosures apply to the SVAlert™ room alert service.

Data We Collect

• Account Information. Practice name, contact name, email address, phone number, and billing information (processed by Stripe).
• Practice Configuration. Room names, alert type labels, staff names, staff PINs (stored securely), sound preferences, and device names.
• Alert Activity. A log of alerts fired, acknowledged, and resolved, including timestamps and the name of the staff member who performed each action.
• Device Information. Device identifiers, IP addresses, connection timestamps, and browser/device type for each device that connects to SVAlert.
• Push Notification Tokens. If you enable push notifications, we store a device-specific token to deliver notifications. No personal data is included in the token.

Data We Do Not Collect

• SVAlert does not collect, store, or transmit any patient health information (PHI), patient names, medical records, or clinical data.
• SVAlert does not access your practice management software or electronic health records.

Data Retention

• Alert history is retained for reporting purposes for the duration of your subscription.
• If your account is cancelled or expires, your data is retained for 90 days, after which it is permanently deleted.
• You may request deletion of your data at any time by contacting support@sendvyte.com.

Third-Party Services

• Stripe processes all payment information. SendVyte does not store credit card numbers. See Stripe Privacy Policy.
• Web Push notifications are delivered through browser push services (Apple Push Notification Service for Safari/iOS, Firebase Cloud Messaging for Chrome/Android).

15. Contact Us

If you have questions about this Privacy Policy or our data practices, please contact us:

SendVyte, LLC
Email: support@sendvyte.com
Website: sendvyte.com