1) What Personal Information We Collect

We collect the following categories of information, depending on how you interact with us:

Identifiers & Contact Information

• Name, mailing address, email address, phone number (including mobile number)

• Preferred contact method and communication preferences

Professional & Service Information

• Organization or role (if you are a referral partner)

• Service interests, care needs, appointment dates/times, and related notes you provide to us

Communications & Interaction Data

• SMS/text messages you send to or receive from us and related metadata (date/time, delivery status)

• Call logs and voicemails you leave for us, and any recordings when applicable

• Emails and web form submissions

Website/Device Information

• IP address, device and browser information, pages visited, and cookies or similar technologies used for site functionality and analytics

Information from Third Parties

• Referrals (e.g., from hospitals/rehabs, senior living communities, or other partners)

• Publicly available sources or vendors assisting us in operations

Healthcare / Sensitive Information: We do not request or require you to send protected health information (PHI) via SMS. SMS is not a secure or HIPAA-compliant channel. Please avoid sending sensitive or medical details via text.

2) How We Use Personal Information

We use personal information to:

• Provide, schedule, and manage non-medical homecare services

• Communicate with you, including by SMS (e.g., intake coordination, appointment reminders, schedule updates, caregiver arrivals, service alerts, billing notices, and—if you choose—promotional updates)

• Respond to inquiries and support requests

• Improve our website, services, and customer experience (including analytics)

• Comply with legal obligations and protect our rights, safety, and property

Consent is not a condition of purchase. You may receive essential service or transactional communications even if you do not consent to marketing texts.

3) How and With Whom We Share Personal Information

We may share personal information with:

• Service Providers / Processors who perform services on our behalf (e.g., communications platforms such as RingCentral, website hosting, email and productivity tools like Microsoft 365, training and EVV platforms like CareAcademy/WellSky, payment and accounting tools like QuickBooks, and analytics providers). These parties are contractually limited to using information only to provide services to us.

• Professional Advisors (e.g., attorneys, accountants) under confidentiality obligations

• Legal & Safety authorities if required by law or to protect rights, safety, or property

We do not sell your personal information.

SMS consent is not shared with third parties or affiliates.

We may share limited contact or service information with referral partners only as needed to coordinate services you request; however, your SMS consent itself is not shared and is used solely to deliver our text communications to you.

4) Your Choices & Rights

• SMS/Text: Reply STOP to any text to opt out. Reply HELP for help.

• Email: Use the unsubscribe link in our emails or contact us.

• Cookies: Control cookies via your browser settings.

• Access/Update/Delete: You may request access to, correction of, or deletion of your information by contacting us (see Section 9). We will respond consistent with applicable law.

5) Data Retention
We retain personal information only as long as necessary for the purposes above, to comply with legal obligations, resolve disputes, and enforce agreements. SMS message logs may be retained by our communications provider(s) per their standard retention policies.

6) Security
We use reasonable administrative, technical, and physical safeguards designed to protect personal information. However, no method of transmission or storage is completely secure. Do not send sensitive or medical information via SMS.

7) Children’s Privacy
Our services are intended for adults. We do not knowingly collect personal information from children under 13. If we learn a child under 13 has provided personal information, we will delete it.

8) Links to Other Websites
Our website may link to third-party sites. We are not responsible for the privacy practices of those sites. We encourage you to review their policies.

9) Contact Us
If you have questions or requests regarding this Privacy Policy or our data practices:

Fifth & Heart Homecare
1188 Bell rd Chagrin Falls, OH 44022
Phone: 440-375-3201
Email: support@fifthhearthomecare.com

10) Changes to This Policy
We may update this Privacy Policy from time to time. The "Effective date" above reflects the latest version. Material changes will be posted to our website.

11) Where to Find This Policy
For convenience and transparency, we recommend placing a Privacy Policy link near any SMS consent language on web forms and in the footer of every page on www.fifthhearthomecare.com.