Privacy policy

This policy explains how Reclaim handles information about you when you visit this website, create an account, complete a medical assessment, or receive treatment through our platform.

Reclaim is a telehealth platform. Reclaim itself does not practise medicine and does not dispense medication. Medical care is provided by DrTelx, an independent telehealth medical group whose clinicians are licensed in the states where care is offered. Prescriptions are filled by independent, licensed US pharmacies — EPIQ Scripts, Foothills Professional Pharmacy and Emerald Compounding Pharmacy.

Your medical record is created and held by the treating medical group, and your dispensing record is held by the pharmacy that fills your prescription. Both are HIPAA covered entities, and they handle your protected health information under their own notices of privacy practices.

Reclaim itself is not a HIPAA covered entity. It operates the platform rather than providing your care or dispensing your medication. That means the health information Reclaim holds — your assessment answers, the messages you send, and your order history — is not protected by HIPAA. It is protected by this policy, by the consumer health data laws described below, and by our contracts with the medical group, the pharmacies and our service providers. We think you should know which of those applies, because the two regimes are not the same.

Information we collect

• Account information — your name, date of birth, email address, postal address, phone number and password.
• Health information — the answers you give in your medical assessment, your medical and medication history, photographs you choose to upload, and the messages you exchange with your clinician.
• Payment information — processed by our payment provider. Reclaim does not store full card numbers.
• Technical information — IP address, browser and device type, pages viewed and referring URL, collected through cookies and similar technologies, including the Meta pixel and partner-tracking cookies described under Cookies, analytics and advertising.

Where it comes from. Most of it comes from you, when you fill in the assessment, create your account or message your clinician. Some of it comes back to us from others: the treating medical group tells us whether a prescription was issued so that we can bill and fulfil correctly; the dispensing pharmacy tells us when your order was filled and shipped; our payment provider tells us whether a payment succeeded; and shipping carriers tell us where your parcel is. Technical information is collected automatically by your browser as you use the service.

How we use it

• To route your assessment to a licensed clinician, and to operate your account and subscription.
• To transmit a prescription, where one is issued, to a dispensing pharmacy, and to arrange shipping.
• To provide customer support and send transactional messages about your order and your care.
• To meet legal, regulatory, pharmacovigilance and recordkeeping obligations.
• To secure the service, prevent fraud and abuse, and improve how the site works.
• To measure our advertising and to show our ads to people who may be interested in our services, through the Meta pixel described under Cookies, analytics and advertising. Your assessment answers, your messages and your medical record are never used for this.
• To credit the marketing partners whose links bring visitors to us, through the partner tracking described under Cookies, analytics and advertising.

Who we share it with

We share information only as needed to deliver the service:

• The medical group and your treating clinician, so that your assessment can be reviewed.
• The dispensing pharmacy, so that a prescription can be filled and shipped.
• Service providers — our telehealth platform provider, payment processor, shipping carriers, and hosting and communications vendors — who are permitted to use the information only to perform services for us.
• Meta Platforms (the company behind Facebook and Instagram), which receives the limited browsing and purchase signals described under Cookies, analytics and advertising, so that we can measure our ads and show them to people who may be interested in our services.
• Everflow, our partner-tracking provider, which records visits to this website, including which marketing partner's link they arrived through if any, and the sales that result, as described under Cookies, analytics and advertising, so that partners can be credited.
• Legal and safety recipients, where disclosure is required by law or court order, or to protect the rights or safety of a person.
• A successor entity, in connection with a merger, acquisition or sale of assets, subject to this policy.

We do not sell your personal information, and we have not sold it in the preceding twelve months. We do "share" some of it in the specific sense that California and similar state laws use: the signals sent to Meta, described below, are a disclosure for cross-context behavioural advertising, and those laws give you the right to opt out of it. We began this sharing on 24 September 2026. We do not disclose your assessment answers, your messages or your medical record to Meta or to any other advertising network or data broker, and we do not use them to target advertising to you. How to opt out is explained under Cookies, analytics and advertising.

Cookies, analytics and advertising

This website — the pages you are reading now — sets the cookies needed to serve it and runs two marketing tags, the Meta pixel and the partner tracking described next. It loads no other advertising tags, no other third-party trackers and no analytics that identify you.

The Meta pixel. We use the Meta pixel, a small piece of code from Meta Platforms (the company behind Facebook and Instagram), to measure whether our advertising works and to show our ads to people who may be interested in our services. On this website it tells Meta which pages you view and when you click through to start a visit, together with your IP address, basic browser information and an identifier stored in a cookie (_fbp, and _fbc if you arrived from a Meta ad; both last 90 days). The same pixel runs on the assessment and checkout at get.reclaim-me.co, where it reports that an assessment was started, how far through it a person is, that it was completed, that checkout was reached and that a purchase was made, with the amount paid. It is configured there for neutral reporting: the content of your answers is never sent, and what is sent is limited to the event type, progress, amount and currency, internal identifiers for the form, session and product, and the campaign codes from the link you arrived on. It also uses Meta's advanced matching: once you have entered your details in the assessment, your email address, phone number and name are sent to Meta in hashed (scrambled) form, so that Meta can match the event to an account. Meta may combine what it receives with information it already holds about you, and uses it under its own privacy policy.

Partner tracking. We work with marketing partners, and we use a tracking script from Everflow, our partner-tracking provider, loaded from www.kj4tkbhk6we.com, to see which visits and sales they bring. It records your visit when you first arrive on this website: the partner and campaign codes in the link if you came through a partner's link, or simply that no partner referred you if you did not, together with your IP address and basic browser information. It stores identifiers in cookies on reclaim-me.co, whose names begin with ef_, so that if you go on to start treatment, the assessment and checkout pages can report the sale, with its amount and an order reference, and the right partner, or none, can be credited. Everflow processes this on our behalf. Partners see how many visits and sales their links produced; we do not give them your name, your contact details or your answers.

The assessment and your account are a separate service, provided by our telehealth platform provider and hosted at get.reclaim-me.co. That platform uses a product-analytics tool to understand how the assessment is used and to find faults in it. Its analytics include session recording: a replay of the screens you move through and what you enter, together with the content of the requests your browser sends to the platform. Because your medical assessment is completed there, information you enter about your health can be captured in those recordings. The analytics provider processes it on our behalf under a written agreement, is not permitted to use it for its own purposes, and is not permitted to use it for advertising.

Opting out of the Meta pixel. Use this link: Opt out of the Meta pixel on this website. It sets a cookie on this browser that stops the pixel loading on any page of this website for a year, and it counts as an opt-out under the state laws described above. If your browser sends a Global Privacy Control signal, the pixel is never loaded in the first place; we treat that signal as a valid opt-out request. Both cover this website. The assessment and checkout pages at get.reclaim-me.co are run by our telehealth platform provider and do not read this cookie, so to stop the pixel there as well, use a browser or extension that blocks trackers, or block cookies in your browser settings (parts of the service will not work if you do). The partner tracking is separate from this opt-out and is not switched off by it; a browser or extension that blocks trackers, or blocking cookies, stops it. Meta lets you control how it uses data it receives from businesses in its ad preferences. Apart from the Meta pixel, we do not track you across other companies' websites and we do not allow others to track you across ours. We do not respond to browser "Do Not Track" signals, because no common standard for them exists.

How long we keep it

How long we keep something depends on what it is:

• Account information — for as long as your account is open, and for seven years afterwards, which is the longest period any state we serve requires for the underlying transaction records.
• Health information we hold — for as long as your account is open. If you close your account or ask us to delete it, we delete our copy, except where a specific law requires us to keep a particular record.
• Payment and transaction records — seven years, to meet tax, accounting and chargeback obligations.
• Technical information — up to twenty-five months, then deleted or aggregated so it no longer identifies you.

Your medical record and your dispensing record are different. They are held by the medical group and by the pharmacy, not by us, and are retained for the period their state licences require — typically between five and ten years. Closing your Reclaim account does not shorten that, and we cannot delete those records on your behalf.

Security

Information is encrypted in transit and at rest, access is limited to personnel who need it, and our vendors are bound by written agreements. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

Your choices and rights

• You can access or correct your account details from within your account, or by contacting us.
• You can unsubscribe from marketing email at any time using the link in the message. Transactional messages about your order and your care will continue.
• To request a copy of, or an amendment to, your medical record, contact the treating medical group; to request your dispensing record, contact the pharmacy that filled it.
• Depending on where you live, you may have rights to access, delete, correct or obtain a portable copy of your personal information; to opt out of the sale of it, of targeted advertising, and of profiling that produces legal or similarly significant effects; and to be free from discrimination for exercising those rights. Residents of California, Colorado, Connecticut, Virginia, Texas, Oregon and other states with comprehensive privacy laws have these rights. We do not sell personal information. Our only targeted advertising and "sharing" is the Meta pixel described under Cookies, analytics and advertising, which you can opt out of there. We do not profile anyone in a way that produces legal or similarly significant effects — no automated system decides whether you are treated; a licensed clinician does.
• To make any of these requests, or to have an authorised agent make one for you, use our contact page. We will verify your identity before acting on a request, and we will respond within 45 days. If a request is complex we may take up to 45 days more, and we will tell you within the first 45 days if that happens.

Appealing a decision

If we refuse a privacy request, we will tell you why. You can appeal that refusal free of charge by replying to our decision, or by contacting us again through our contact page and saying that you are appealing. A different person from the one who made the original decision will review it, and we will write to you with the outcome and our reasoning within 45 days. If we refuse the appeal, we will give you a way to complain to your state Attorney General.

Consumer health data — Washington and Nevada

Washington's My Health My Data Act and Nevada's consumer health data law give you rights over "consumer health data", which means information that identifies your past, present or future physical or mental health. These laws apply to us whatever our size — unlike the general state privacy laws above, they have no revenue or customer-number threshold — and they matter here because, as explained at the top of this policy, the health information Reclaim holds is not protected by HIPAA.

If you live in Washington or Nevada you have the right to know what consumer health data we collect and why; to obtain the list of everyone we have shared it with, together with a way of contacting them; to withdraw your consent to our collecting it and to our sharing it; and to have it deleted, including from our service providers' systems. We do not sell consumer health data. Selling it would require your separate signed authorisation, and we do not ask for one.

Because these rights are set out in a law that requires its own notice, we publish them separately as well. Our consumer health data privacy policy sets out the categories we collect, where they come from, who they are shared with, and how to exercise each right.

Children

This service is for adults aged 18 and over. We do not knowingly collect information from anyone under 18. We have no actual knowledge that we have ever sold or shared the personal information of anyone under 16, and we do not do so. If you believe a child has given us information, contact us and we will delete it.

Changes

If we change this policy we will update the date at the top of this page and, where the change is material, tell you directly.

Contact

Questions about this policy, or about your information, can be sent through our contact page.