Privacy Policy

Effective Date: September 1, 2025
Last Updated: September 1, 2025
Document Version: 1.0 

1. INTRODUCTION

1.1 Purpose 

This Privacy Policy (“Policy”) explains how DOCTHERA Management Services Organization, Inc. (“MSO”), DOCTHERA Psychological, Inc. (“PC”), and our digital platforms (including the THERA AI assistant) collect, use, protect, and disclose information. 

This Policy applies to: 

• Membership services (non-clinical concierge support, scheduling, billing, claims, digital resources) provided by the MSO. 

• Clinical services provided by licensed providers through the PC. 

• Digital platforms including our portal, mobile apps, telehealth systems, AI features, and THERA (voice/chat assistant). 

This Policy supplements and is incorporated into the DOCTHERA Terms of Use and Member Policy. 

1.2 Key Disclaimers 

• Not insurance. Membership is not health insurance. 

• No emergency services. Our digital tools, including THERA, do not provide crisis or emergency support. Call 911or 988 in an emergency. 

• THERA AI. THERA is a conversational AI assistant that supports education, scheduling, insurance navigation, and general inquiries. THERA does not provide clinical diagnosis, treatment decisions, or medical advice. 

2. INFORMATION WE COLLECT

We collect information directly, automatically, and through third-party integrations. 

2.1 Information You Provide 

• Personal identifiers (name, address, phone, DOB). 

• Health information (history, medications, prior records). 

• Insurance information (carrier, policy, claims). 

• Financial information (payment method, billing). 

• Communication content (messages, intake forms, telehealth records). 

2.2 Information Collected Automatically 

• Log data (device, browser, IP, timestamps). 

• Usage data (portal, mobile app, telehealth features). 

• Cookies and analytics (preferences, navigation). 

• Session recordings (telehealth sessions not recorded without explicit written consent). 

2.3 Information Collected Through THERA AI 

When you interact with THERA: 

• We collect conversation transcripts, limited metadata (timestamps, interaction type), and your express choices(e.g., scheduling a call, requesting a claims update). 

• Unless you voluntarily provide identifying information, THERA interactions remain anonymous by default. 

• If you choose to book an appointment or request follow-up, we may request your mobile number or email to complete scheduling or send confirmations. 

2.4 Third-Party Sources 

• Insurance carriers (eligibility, claims). 

• Payment processors (transaction verification). 

• Technology partners (Twilio, SendGrid, ChatGPT, etc.) for communication, scheduling, and AI features. 

3. HOW WE USE INFORMATION

We use your information to: 

• Deliver membership and clinical services. 

• Match you with providers and coordinate care. 

• Verify insurance and process claims. 

• Process payments and issue receipts. 

• Provide digital access, reminders, and resources. 

• Improve services and technology platforms. 

• Monitor outcomes and quality of care. 

• Respond to inquiries and support requests. 

• Train and improve THERA AI (in de-identified or aggregated form). 

4. HOW WE DISCLOSE INFORMATION

4.1 With Your Consent 

• Sharing with family members, providers, or external professionals. 

• Coordinated care and referrals. 

• Research or case studies. 

4.2 For Operations 

• Payment processors, insurance carriers, IT vendors, analytics partners, AI platform partners (e.g., ElevenLabs, Voiceflow). 

• These partners are bound by HIPAA business associate agreements (BAAs) or equivalent safeguards. 

4.3 As Required by Law 

• Mandatory reporting (imminent harm, child/elder abuse). 

• Subpoenas, court orders, regulatory requests. 

4.4 No Sale of Data 

We do not sell your personal health information. De-identified or aggregated data may be used for analytics, quality improvement, or research. 

5. THERA AI ASSISTANT

5.1 Role 

THERA is a voice/chat AI tool designed to: 

• Answer FAQs about membership and services. 

• Provide estimated earning potential (for providers) and reimbursement timelines (for members). 

• Facilitate scheduling and administrative requests. 

• Provide wellness education resources. 

5.2 Limitations 

• THERA is not a provider and cannot diagnose, treat, prescribe, or replace clinical judgment. 

• Conversations are not a substitute for therapy or medical care. 

• If you disclose emergencies or suicidal ideation, THERA will provide crisis resource referrals (911, 988, local hotlines). 

5.3 Privacy & Security 

• Conversations may be logged and reviewed for quality and compliance. 

• Identifiable data is collected only if you choose to provide it (e.g., entering phone/email to schedule). 

• De-identified transcripts may be used to improve AI accuracy. 

6. YOUR RIGHTS

Under HIPAA and California law (CCPA/CPRA), you have the right to: 

• Access your records. 

• Request amendments. 

• Request restrictions on disclosures. 

• Receive an accounting of disclosures. 

• Request confidential communications. 

• Opt out of marketing communications. 

• Request deletion of certain data (subject to HIPAA and record-keeping laws). 

To exercise rights: privacy@docthera.com 

7. DATA SECURITY

• Encryption: AES-256 at rest, TLS 1.3 in transit. 

• Access controls: Role-based, least-necessary access. 

• Audits: Regular monitoring, SOC 2 and HIPAA compliance. 

• Incident response: Immediate investigation and required notifications. 

8. DATA RETENTION

• Clinical records: 7 years minimum (or longer as required by law). 

• Billing records: 7 years. 

• THERA AI transcripts: 90 days (then de-identified). 

• Aggregated/de-identified data: retained indefinitely for quality and research. 

9. CHILDREN’S PRIVACY

DOCTHERA serves families, but minors may only be enrolled with parent/guardian consent. We do not knowingly collect information directly from minors without required authorizations. 

10. INTERNATIONAL USERS

Services are primarily for U.S. residents. International use may be restricted based on provider licensure and data transfer laws. 

11. UPDATES

We may update this Policy at any time. Material changes will be emailed 30 days in advance. The current version is always posted at www.docthera.com/privacy-policy. 

12. DISPUTE RESOLUTION

Disputes are governed by the Terms of Use: 

• Binding arbitration (AAA Consumer Rules). 

• Venue: Orange County, California. 

• Individual claims only (no class/representative actions). 

13. CONTACT

DOCTHERA Privacy Office
4000 MacArthur Blvd., East Tower, Suite 600
Newport Beach, CA 92660
Phone: (877) 3-DOCTHERA
Email: privacy@docthera.com