Privacy Policy

• Account information: your name, email address, and login credentials (passwords are stored in hashed form by our authentication provider).
• Health and profile information you give us: your condition, symptoms, flare-ups and good days, treatments, and anything else you enter in your profile, logs, onboarding, or story.
• Conversations: the messages you send to Charlie and the responses you receive, plus questions you save for your clinician.
• Your sharing and communication choices, such as whether you share logs with the community or want to be invited to studies.
• Usage and device information: pages viewed, features used, approximate location derived from your IP address, browser and device type, and similar technical data collected through cookies and analytics tools.
• Information you send us directly, for example when you email us.

Information about your health is sensitive personal information. You choose what to share, and you should only share what you are comfortable with. Loops is not a healthcare provider, and information you share with Loops is not covered by the confidentiality protections that apply to information you share with your own clinician. We process your health information based on your consent, which you give when you create an account and make sharing choices, and which you can withdraw at any time as described below.

• To provide Loops: create and secure your account, answer your questions, save your logs, and prepare reports and questions for your doctor.
• To personalize your experience, including answers from Charlie shaped by your own history.
• To generate insights from patterns across members, in aggregated or de-identified form, if you have chosen to share your logs or story.
• To invite you to research studies and opportunities, only if you have opted in.
• To maintain, monitor, secure, and improve Loops, and to prevent fraud and abuse.
• To communicate with you about your account, updates, and support requests.
• To comply with law and enforce our Terms of Service.

To generate Charlie’s responses, your messages and relevant parts of your profile and history are sent to third-party AI model providers that process them on our behalf. We do not allow these providers to use your information to train their own models in connection with our service where our agreements give us that control. AI output can be inaccurate; see our Terms of Service.

We do not sell your personal information, and we do not share it for third-party advertising. We share information only in these ways:

• Service providers that help us run Loops, such as hosting, database and authentication, analytics, and AI model providers. They may only use your information to provide services to us.
• Other members and partners, in aggregated or de-identified form only. If you share your logs or story with the community, insights drawn from them may be shown to other members and shared with research partners and organizations. We do not include your name or contact details, and we do not attempt to re-identify the data or allow others to do so.
• Research studies, only if you opt in and only after you agree to share information with a specific study.
• Legal and safety reasons, where we believe disclosure is required by law or needed to protect the rights, safety, or property of you, Loops, or others.
• Business transfers, if Loops is involved in a merger, acquisition, financing, or sale of assets. We will tell you if your information becomes subject to a different privacy policy.

We use cookies and similar technologies to keep you signed in, protect your account, and understand how Loops is used. You can block or delete cookies in your browser settings, but some features, including signing in, may not work without them.

We keep your information for as long as your account is active and as needed to provide Loops, and afterwards only as long as needed for legitimate business or legal purposes. When you delete your account, we delete or de-identify your personal information within a reasonable period, except where we must keep it by law. Aggregated or de-identified data that no longer identifies you may be kept.

• Access and correct the information in your profile at any time in the app.
• Change whether you share logs with the community, or whether you receive study invitations, in your profile. Changes apply going forward and do not undo insights that were already aggregated and de-identified.
• Request a copy of your information, or ask us to delete your account and personal information, by emailing us.
• Withdraw consent for processing of your health information by contacting us. This may mean we can no longer provide parts of Loops.

Depending on where you live (for example, the European Economic Area, the United Kingdom, or certain US states), you may have additional rights, such as to object to or restrict processing, to data portability, and to complain to your local data protection authority. We will not discriminate against you for exercising your rights. To exercise any right, contact us using the details below.

We use reasonable technical and organizational measures to protect your information, including encryption in transit and access controls. No method of transmission or storage is completely secure, so we cannot guarantee absolute security. You are responsible for keeping your login credentials confidential.

Loops and our service providers may process and store your information in countries other than where you live, including the United States, which may have different data protection laws. Where required, we use appropriate safeguards for such transfers.

Loops is for adults aged 18 and over. We do not knowingly collect information from anyone under 18. If you believe a child has given us information, contact us and we will delete it.

Loops links to third-party websites and may connect you to studies run by third parties. This Policy does not apply to them, and we are not responsible for their privacy practices. Read their policies before sharing information.

We may update this Policy from time to time. We will change the "Last updated" date above and, for material changes, give additional notice where reasonable. If you keep using Loops after an update, you accept the updated Policy.

Questions or requests about your privacy? Email us at hello@loopshealth.com.