Plain-language summary: Transportation can reveal more about a person than an ordinary purchase. A pickup address, medical destination, mobility accommodation, or appointment timing may be sensitive. ElevenO3 limits collection to information reasonably connected to the transportation or business purpose described in this Policy and expects its service providers to handle information only for authorized purposes.
1. Scope of this Privacy Policy
This Privacy Policy applies to personal information that ElevenO3 CareLink Solutions, LLC ("ElevenO3," "we," "us," or "our") collects through our website, quote and ride-request forms, booking and scheduling processes, telephone calls, text messages, email, payment interactions, customer service, advertising lead forms, social media interactions, and other online or offline interactions connected with our general non-emergency medical transportation (general NEMT) and specialized healthcare transportation services.
This Policy applies whether information is provided directly by a rider or by a person arranging transportation for someone else, such as a family member, caregiver, guardian, authorized representative, facility representative, or other authorized person.
2. Information We Collect
The information we collect depends on how you interact with ElevenO3 and what is reasonably needed to respond to your request or provide the transportation service.
Name, email address, telephone number, mailing address, and emergency or alternate contact information when reasonably needed.
Pickup and destination locations, appointment or requested arrival time, pickup time, return-trip details, trip frequency, requested stops, service type, and transportation notes.
Wheelchair-accessible vehicle requests, mobility-device information, ambulatory assistance needs, entrance or through-the-door assistance requests, and related accessibility accommodations.
Messages, call details, emails, text-message interactions, quote requests, customer-service communications, feedback, and other information you choose to provide.
Amounts charged, payment status, invoices, receipts, transaction identifiers, refunds, and limited payment-related information received from payment processors.
IP address, browser and device information, approximate location, referring pages, pages viewed, interactions with our site, cookie identifiers, and advertising or analytics identifiers where enabled.
Please provide only what the ride requires. You do not need to provide unrelated medical history, diagnosis details, medication lists, or other clinical information unless there is a specific and lawful transportation-related reason for us to receive it.
3. Sources of Information
We may receive information:
- Directly from you when you request information, request a quote, book transportation, contact us, make a payment, or communicate with us.
- From a family member, caregiver, guardian, authorized representative, facility representative, or other person arranging transportation on your behalf.
- From healthcare facilities or referral sources when information is lawfully provided for transportation coordination.
- From our website, CRM, scheduling systems, communications platforms, payment processors, and service providers.
- From Google, Meta/Facebook/Instagram, or other advertising and lead-generation platforms when you submit a lead form or interact with an advertisement.
- Automatically through cookies, tags, pixels, analytics technologies, server logs, and similar technologies when enabled on our website.
If you provide personal information about another person, you represent that you have authority or another lawful basis to provide the information reasonably necessary to arrange or manage that person's transportation.
4. How We Use Information
We may use personal information to:
- Respond to questions and transportation inquiries.
- Prepare, communicate, and manage quotes.
- Schedule, confirm, coordinate, modify, and complete transportation.
- Coordinate pickup, arrival, waiting, return-trip, facility, mobility, and assistance details.
- Communicate with riders, authorized contacts, caregivers, facilities, drivers, and team members as reasonably necessary for the requested service.
- Process payments, invoices, refunds, receipts, and transaction records.
- Send service-related communications, including booking confirmations, reminders, updates, and customer-support messages.
- Send promotional communications when permitted by law and consistent with the consent or preferences you have provided.
- Operate, secure, troubleshoot, measure, and improve our website, communications, and customer experience.
- Measure advertising performance and understand how people find our services, subject to the sensitive-information limitations described below.
- Prevent fraud, misuse, safety incidents, and security threats.
- Comply with legal, accounting, tax, insurance, contractual, regulatory, and recordkeeping obligations.
- Establish, exercise, or defend legal claims and protect the rights, safety, and property of ElevenO3, our riders, our personnel, and others.
5. Sensitive, Health-Related & Location Information
Healthcare transportation can involve information that is sensitive even when ElevenO3 is not providing medical care. For example, a destination may identify a fertility center, oncology provider, rehabilitation provider, surgical center, therapy practice, or other healthcare location. A mobility request may also reveal or suggest a physical condition or disability. Pickup and destination addresses can include precise location information.
ElevenO3 therefore treats health-related transportation information, mobility information, precise location information, and other sensitive information with heightened care.
- We seek to collect only information that is adequate, relevant, and reasonably necessary for the transportation or other disclosed business purpose.
- We do not require unrelated diagnosis or treatment information simply to request a ride.
- We do not sell sensitive health information, precise geolocation data, or individual ride details.
- We do not intentionally use diagnosis, treatment type, mobility limitation, appointment notes, IVF status, oncology status, sedation status, or similar sensitive ride details to create advertising audiences or target advertising to an individual.
- We do not intentionally include sensitive ride or health information in advertising-platform event names, custom parameters, audience lists, or customer lists used for sensitive-interest advertising.
Clinical care is separate from transportation. ElevenO3 provides scheduled, non-emergency transportation and non-clinical transportation assistance. We do not need your complete medical record to plan a ride.
6. Cookies, Analytics & Advertising Technologies
Our website may use cookies, tags, pixels, analytics tools, conversion-measurement tools, and similar technologies to operate the site, understand performance, prevent misuse, and measure advertising.
Types of technologies that may be used
- Essential technologies that support basic site functions, security, form operation, and user preferences.
- Analytics technologies that help us understand site traffic, page performance, device types, and general user interactions.
- Advertising and measurement technologies that help us understand whether an advertisement resulted in a website visit, inquiry, or other conversion event.
When enabled, we may use Google services such as Google Analytics, Google Ads conversion measurement, Google Tag Manager, or Google lead forms. Google may receive device, browser, cookie, page-interaction, and conversion-related information according to the configuration of those services and Google's own terms and privacy practices.
Health-related services can fall within Google's sensitive-interest advertising rules. ElevenO3 does not treat publication of this Privacy Policy as permission to use restricted health information for personalized advertising or to upload sensitive customer information into advertising audiences where platform rules prohibit that use.
Meta / Facebook / Instagram
When enabled, we may use Meta Business Tools, such as the Meta Pixel, Conversions API, or Meta lead forms, to measure advertising and inquiries. Meta may receive browser, device, page-event, and conversion-related information according to how those tools are configured and Meta's own terms and privacy practices.
Our advertising rule: We do not intentionally send the contents of transportation notes, diagnosis information, treatment details, appointment notes, mobility limitations, pickup or destination fields, or similar sensitive form content to Google or Meta for targeted advertising.
You can manage cookies through browser settings and, where a consent or preference tool is presented on our site, through that tool. Blocking some technologies may affect website functionality or measurement.
7. SMS/Text Messages, Telephone Calls & Email
Service communications
If you provide a telephone number or email address, we may use it to respond to your inquiry and to communicate about quotes, bookings, pickup details, schedule changes, driver-arrival information, invoices, receipts, customer support, and other service-related matters.
Marketing communications
Where required, promotional calls, automated calls, text messages, or marketing emails will be sent only with the consent or other legal basis required for that communication. Consent to receive marketing communications is not a condition of purchasing transportation unless the law permits otherwise.
Text-message privacy
We do not sell text-message opt-in data or consent. We do not share SMS opt-in information with third parties or affiliates for their own marketing or promotional purposes. Providers that help us deliver messaging services may process telephone numbers and message information only as needed to provide those services and subject to applicable contractual and legal restrictions.
You may opt out of promotional text messages by following the instructions in the message, including replying STOP when that option is provided. You may unsubscribe from promotional email using the unsubscribe link provided in the message. Opting out of marketing does not prevent us from sending non-promotional messages reasonably necessary to manage a transportation request or transaction.
8. How We Share Information
We may disclose personal information when reasonably necessary for the purposes described in this Policy. Categories of recipients may include:
- Authorized ElevenO3 team members, drivers, dispatch or scheduling personnel, and contractors who need information to perform assigned responsibilities.
- CRM, scheduling, website hosting, form, cloud, communications, email, SMS, payment, accounting, security, analytics, and other technology service providers.
- Healthcare facilities, caregivers, family members, guardians, authorized representatives, or other authorized persons when reasonably necessary to coordinate the transportation requested.
- Professional advisers such as attorneys, accountants, insurers, auditors, or consultants.
- Government agencies, regulators, courts, law enforcement, or other parties when disclosure is required by law, lawful process, or reasonably necessary to protect rights, safety, or security.
- A successor or transaction participant in connection with a merger, acquisition, financing, reorganization, sale of assets, or similar business transaction, subject to applicable legal requirements.
We expect service providers that process information on our behalf to use information for the contracted service and to maintain safeguards appropriate to the information they handle.
9. Sale, Sharing & Targeted Advertising
ElevenO3 does not sell sensitive health information, precise geolocation data, individual transportation details, or SMS opt-in data.
ElevenO3 does not sell personal information for monetary payment as part of our ordinary business model. Some privacy laws, however, define "sale," "sharing," or "targeted advertising" broadly enough that certain advertising-cookie or cross-context advertising disclosures may be covered even when no money changes hands.
If our use of advertising technology constitutes a sale, sharing, or targeted advertising under a law that applies to you, you may exercise the applicable opt-out right by contacting us using the methods in the Contact Us section. Where we deploy a legally required browser-based or preference-based opt-out mechanism, we will honor it as required by applicable law.
10. Payments & Financial Information
Payments may be processed by third-party payment processors. Depending on the payment method and system configuration, the payment processor may collect card number, bank account information, billing address, authentication information, or other financial data directly from you. ElevenO3 generally receives transaction status, amount, payment method type, transaction identifiers, and information needed for receipts, accounting, refunds, and dispute management.
Payment processors maintain their own security and privacy practices. Do not send full payment-card numbers, bank credentials, or other highly sensitive financial information through ordinary email or text message unless ElevenO3 specifically provides an approved secure method for doing so.
11. Data Retention & Security
Retention
We retain personal information for as long as reasonably necessary to provide services, manage the customer relationship, maintain business and transaction records, satisfy legal and contractual requirements, resolve disputes, prevent fraud, enforce agreements, and protect our rights. Retention periods can vary based on the type of information and the reason it was collected.
Security
We maintain reasonable administrative, technical, and physical safeguards designed to protect personal information in light of its nature and sensitivity. These measures may include access controls, account security, vendor management, staff practices, secure systems, and other safeguards appropriate to our operations.
No website, network, storage system, or transmission method can be guaranteed to be 100% secure. We therefore do not promise absolute security. If a security incident occurs, ElevenO3 will evaluate and respond to it in accordance with applicable law and contractual obligations, including any legally required notifications.
12. Your Privacy Rights & Choices
Depending on where you live and which privacy laws apply to ElevenO3's processing, you may have rights concerning your personal information. These can include the right to:
- Confirm whether we process your personal information.
- Request access to personal information we maintain about you.
- Request correction of inaccurate information.
- Request deletion of certain information, subject to legal exceptions.
- Request a copy of certain information in a portable format.
- Opt out of certain targeted advertising, sale, sharing, or qualifying profiling when applicable.
- Withdraw consent where processing is based on consent, subject to legal and operational limitations.
- Appeal certain privacy-request decisions where applicable law provides an appeal right.
- Exercise privacy rights without unlawful discrimination or retaliation.
Texas residents may have rights under the Texas Data Privacy and Security Act when the Act applies to the relevant business and processing activity. ElevenO3 may also voluntarily honor reasonable access, correction, or deletion requests when not legally required, subject to identity verification, recordkeeping obligations, safety needs, and other lawful exceptions.
To submit a privacy request, email [email protected] with the subject line Privacy Request or call 832-944-8445. We may need to verify your identity and authority before fulfilling a request. If you are submitting a request for another person, we may ask for information showing your authority to act for that person.
13. Children's Privacy
Our website and transportation-booking process are directed to adults who can request transportation for themselves or arrange transportation for another person. We do not knowingly use our website to solicit personal information directly from children under 13 for advertising or marketing purposes.
If transportation for a minor is requested, information should be provided by a parent, legal guardian, or other person authorized to arrange the transportation. Additional rules, consent requirements, or service limitations may apply to transportation involving minors.
14. HIPAA & Healthcare Privacy
This website Privacy Policy is designed to explain ElevenO3's consumer and website privacy practices. It is not a HIPAA Notice of Privacy Practices and should not be interpreted as a representation that every piece of information ElevenO3 receives is protected health information under HIPAA.
Whether HIPAA applies to particular information depends on the parties involved, the role ElevenO3 is performing, the source and use of the information, and applicable law. ElevenO3 may in some circumstances receive information from a healthcare organization under a contract or arrangement that imposes additional privacy or security requirements. When such requirements apply, ElevenO3 will handle that information in accordance with the applicable agreement and law.
If ElevenO3 becomes legally required to provide a separate HIPAA Notice of Privacy Practices, that notice will be made available as required and will supplement rather than silently replace this website Privacy Policy.
Why this distinction matters: providing non-emergency medical transportation does not, by itself, make every website visitor or every ride request subject to HIPAA. Regardless of HIPAA status, ElevenO3's privacy promises and applicable consumer-protection and privacy laws still govern how we handle information.
15. Third-Party Websites, Platforms & Services
Our website or communications may link to or interact with third-party websites and services, including healthcare facilities, maps, payment processors, Google, Meta/Facebook/Instagram, scheduling tools, social media platforms, and other providers. Those organizations operate under their own terms and privacy practices.
ElevenO3 is not responsible for a third party's independent privacy practices. We encourage you to review the privacy information presented by a third-party service before providing information directly to that service.
16. Changes to This Privacy Policy
We may update this Privacy Policy as our services, technology, vendors, legal obligations, or privacy practices change. When we update the Policy, we will revise the "Last updated" date above. If a change materially affects how we use or disclose information, we will provide additional notice when required by law or when we determine that additional notice is appropriate.
The version posted on this page is the current website Privacy Policy unless a separate notice expressly states otherwise.
17. Contact Us
For questions about this Privacy Policy, our information practices, or a privacy-rights request, contact:
ElevenO3 CareLink Solutions, LLC
Serving Greater Houston, Texas
Email: [email protected]
Phone: 832-944-8445
When contacting us about a privacy request, please provide enough information for us to understand the request and verify the appropriate person or authorized representative without sending unnecessary medical or financial details.
