Privacy Policy

1. Who We Are

This Privacy Policy applies to FairBill USA and to information collected through our website, forms, consultations, telephone calls, text messages, emails, documents, and medical bill assistance services.

In this Privacy Policy, “FairBill USA,” “we,” “us,” and “our” refer to FairBill USA.

FairBill USA is an independent medical bill assistance service. We are not a law firm, healthcare provider, health insurance company, collection agency, credit repair organization, or government agency.

2. Information We Collect

The information we collect depends on how you interact with us and which services you request.

Information you provide directly

We may collect information such as:

• Your name, email address, and phone number;
• Your date of birth or other identity-verification information;
• Information about your household, including household size, dependents, marital status, and residency;
• Employment, income, tax, benefits, and financial hardship information;
• Health insurance coverage, policy, claim, and eligibility information;
• Hospital names, provider names, account numbers, dates of service, balances, payment history, billing notices, and collection status;
• Medical bills, explanation-of-benefits documents, financial assistance applications, income records, tax documents, bank statements, identification documents, and supporting records;
• Information contained in emails, text messages, telephone calls, consultations, forms, uploaded files, and other communications;
• Your consent, authorization, electronic signature, and representative-designation information; and
• Other information you voluntarily provide in connection with your inquiry or case.

Information collected automatically

When you visit our website, we and our service providers may automatically collect:

• Your internet protocol address;
• Browser, device, and operating-system information;
• Approximate location derived from your IP address;
• Pages visited, buttons clicked, form activity, referring pages, and time spent on the website;
• Date and time of access;
• Cookie identifiers and similar technology data; and
• Information used to detect fraud, abuse, security threats, or technical errors.

Information received from other sources

With your authorization or as otherwise permitted by law, we may receive information from:

• Hospitals and healthcare providers;
• Hospital billing offices and financial assistance departments;
• Authorized family members or representatives;
• Insurance companies and program administrators;
• Payment processors;
• Customer relationship management, scheduling, communication, document-management, and electronic-signature providers;
• Publicly available sources; and
• Other parties involved in processing your case.

3. Sensitive Personal Information

Some information needed to process a medical financial assistance application may be sensitive. This may include:

• Medical billing and healthcare-related information;
• Income and household financial information;
• Tax records and employment information;
• Government-issued identification information;
• Insurance and benefit information;
• Bank statements or proof-of-income documents;
• Electronic signatures; and
• Account or case-identification numbers.

We request that you provide only the information reasonably needed to evaluate or process your case.

Do not send complete payment card numbers, online banking passwords, account passwords, or other login credentials by regular email or text message.

4. How We Use Your Information

We may use personal information to:

• Respond to your questions and consultation requests;
• Determine whether your case meets our acceptance criteria;
• Evaluate whether you may qualify for hospital financial assistance, charity care, hardship relief, discounts, or related programs;
• Review medical bills and related documents;
• Prepare, complete, submit, and follow up on applications with your authorization;
• Communicate with hospitals, providers, program administrators, insurers, and authorized representatives;
• Request additional information or supporting documents;
• Provide updates concerning your inquiry or case;
• Calculate confirmed savings and fees under an accepted service agreement;
• Process authorized payments;
• Maintain business, case, transaction, and communication records;
• Send service-related calls, emails, and text messages;
• Send marketing communications when permitted and according to your communication preferences;
• Improve our website, services, forms, and customer experience;
• Monitor website performance and understand how visitors use the website;
• Prevent fraud, misuse, unauthorized access, and security threats;
• Enforce our Terms of Service and agreements;
• Resolve disputes and respond to complaints;
• Meet legal, regulatory, tax, accounting, and compliance duties;
• Establish, exercise, or defend legal rights; and
• Carry out other purposes disclosed when the information is collected or with your consent.

5. How We Share Information

We do not disclose your personal information except as described in this Privacy Policy, with your direction or consent, or as permitted or required by law.

Hospitals and program administrators

We may share information with hospitals, healthcare providers, billing offices, financial assistance departments, insurers, and program administrators when necessary to evaluate or process your application.

Service providers

We may use companies that help us operate our business, including:

• Website hosting providers;
• Customer relationship management platforms;
• Email, telephone, and text-message providers;
• Scheduling and appointment platforms;
• Cloud storage and document-management providers;
• Electronic-signature providers;
• Payment processors;
• Website analytics and security providers;
• Professional advisers, accountants, and consultants; and
• Other vendors necessary to support our services.

These providers may process information only for the purposes for which they are engaged, subject to their agreements and applicable law.

Authorized representatives

At your direction, we may share information with a family member, caregiver, attorney, financial adviser, or other authorized representative.

Legal and safety purposes

We may disclose information when we reasonably believe it is necessary to:

• Comply with applicable law or legal process;
• Respond to a court order, subpoena, or government request;
• Investigate suspected fraud, abuse, or illegal activity;
• Protect our rights, property, employees, customers, or the public;
• Enforce an agreement; or
• Respond to an emergency involving safety or security.

Business transactions

Information may be disclosed as part of a merger, acquisition, financing, restructuring, bankruptcy, sale of assets, or similar business transaction. Any recipient would be subject to applicable privacy obligations.

6. Sale and Sharing of Personal Information

FairBill USA does not sell personal information for money.

We do not sell medical bills, medical information, financial documents, or case records to data brokers.

Some privacy laws define “sale” or “sharing” broadly and may treat certain advertising or analytics technologies as a sale or sharing even when no money is exchanged.

If FairBill USA uses technology that qualifies as selling, sharing, or targeted advertising under applicable law, eligible users may request to opt out by contacting [email protected] .

We do not knowingly sell or share the personal information of individuals under 18 years of age.

7. Cookies and Tracking Technologies

We and our service providers may use cookies, pixels, tags, scripts, local storage, and similar technologies to:

• Operate and secure the website;
• Remember preferences;
• Maintain form and session functionality;
• Measure website traffic and performance;
• Understand how visitors use our pages;
• Detect fraud or technical problems; and
• Measure or improve advertising when such advertising is used.

You may configure your browser to block or delete cookies. Some website functions may not work correctly when cookies are disabled.

Where required by law, we will request consent before placing nonessential cookies or tracking technologies.

8. Calls, Emails, and Text Messages

When you provide contact information, we may contact you concerning:

• Your request for information;
• Your consultation or appointment;
• Your eligibility review;
• Documents needed for your case;
• Your application or case status;
• Your service agreement or payment obligations;
• Customer service and support; and
• Promotional services when permitted by law and according to your consent.

Communications may be sent by telephone call, email, or text message. Message and data rates may apply. Message frequency varies.

Consent to receive marketing calls or text messages is not a condition of purchasing services.

You may opt out of promotional emails using the unsubscribe link in the message. You may opt out of promotional text messages by replying “STOP.”

You may also withdraw marketing consent by contacting [email protected] .

We may continue sending non-marketing communications that are reasonably necessary to respond to you, manage an active case, confirm a transaction, provide a requested service, protect your account, or comply with the law.

9. Payment Information

When you make a payment or authorize a payment method, payment information may be collected and processed by a third-party payment processor.

FairBill USA may receive limited transaction information, such as:

• The payer’s name;
• Billing contact information;
• Payment amount and date;
• Payment status;
• Transaction identifiers; and
• Limited card information, such as the card brand and final digits.

We generally do not receive or store your complete payment card number when payments are processed through a third-party payment provider.

Payment information is also subject to the payment processor’s privacy policy and security practices.

10. Medical Information and HIPAA

FairBill USA may receive medical billing or healthcare-related information directly from you or from another party you authorize.

HIPAA applies to covered healthcare providers, health plans, healthcare clearinghouses, and certain organizations acting as their business associates. FairBill USA is not automatically a HIPAA-covered entity merely because you voluntarily provide medical billing information to us.

If FairBill USA enters into a written business associate agreement with a HIPAA-covered entity and receives protected health information in that capacity, we will handle that information in accordance with the agreement and applicable HIPAA requirements.

Information collected directly from you may still be protected by other federal or state privacy and consumer-protection laws, even when HIPAA does not apply.

11. Data Security

We use reasonable administrative, technical, and physical measures designed to protect personal information against unauthorized access, loss, misuse, alteration, or disclosure.

These measures may include:

• Access controls and authentication;
• Role-based access to case information;
• Secure hosting and storage services;
• Encryption where appropriate and reasonably available;
• Employee and contractor confidentiality obligations;
• Vendor-management procedures;
• Record-retention and disposal practices; and
• Monitoring for unauthorized activity or technical threats.

No internet transmission, email system, text-message system, website, or electronic storage method is completely secure. Therefore, we cannot guarantee absolute security.

Contact us immediately if you believe information you submitted to FairBill USA has been accessed or used without authorization.

12. Data Retention

We retain personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy, including:

• Evaluating and managing inquiries and cases;
• Completing financial assistance applications;
• Providing customer service;
• Maintaining transaction and business records;
• Resolving disputes;
• Preventing fraud and misuse;
• Enforcing agreements; and
• Meeting legal, tax, accounting, and regulatory obligations.

The length of time we retain information may depend on the nature of the information, the status of your case, our business needs, contractual obligations, and applicable legal requirements.

When information is no longer reasonably needed, we may delete, destroy, anonymize, or aggregate it.

Information may remain temporarily in backups, archives, fraud-prevention systems, or records that must be retained by law.

13. Your Privacy Choices

Depending on your location and applicable law, you may have the right to:

• Request access to personal information we maintain about you;
• Request correction of inaccurate personal information;
• Request deletion of certain personal information;
• Request information about the categories of information we collect, use, or disclose;
• Request a portable copy of certain information;
• Opt out of certain sales, sharing, or targeted advertising;
• Limit certain uses of sensitive personal information;
• Withdraw consent where processing depends on consent;
• Opt out of promotional calls, emails, or text messages;
• Appeal a decision concerning a privacy request where applicable.

These rights are not absolute. We may deny or limit a request when an exception applies, including when information is needed to complete a requested service, protect against fraud, comply with a legal obligation, establish legal claims, or maintain permitted business records.

14. How to Submit a Privacy Request

To request access, correction, deletion, or another available privacy right, contact us using the information below:

Please include your name, contact information, the nature of your request, and enough information to help us locate your records.

We may need to verify your identity before completing the request. Verification may include confirming information already associated with your account or case.

You may use an authorized agent where applicable. We may request evidence that the agent has authority to act for you and may verify your identity directly.

We will not discriminate against you for exercising an applicable privacy right.

15. State-Specific Privacy Rights

Residents of certain states may have additional rights under state privacy laws. The availability of these rights may depend on the state, the nature of the information, how the information is used, and whether FairBill USA meets the law’s applicability requirements.

California residents

Subject to applicable law and exemptions, California residents may have rights to know, access, correct, or delete personal information and to opt out of certain sales or sharing.

FairBill USA does not sell personal information for money. If we engage in activity defined as “selling” or “sharing” under California law, eligible California residents may submit an opt-out request through the contact method listed in this Privacy Policy.

Other state residents

Residents of other states may have similar rights to access, correct, delete, or obtain a copy of personal information and to opt out of targeted advertising, sales, or certain profiling.

Submit privacy requests to [email protected] .

16. Children’s Privacy

Our website and services are intended for adults and are not directed to children under 13 years of age.

We do not knowingly collect personal information directly from a child under 13 through our website.

A parent or legal guardian may provide information about a minor when seeking assistance with a medical bill for that minor. In such cases, we may request proof of authority to act for the child.

Contact us if you believe a child under 13 has submitted personal information directly to us without appropriate parental consent. We will review the request and take appropriate action.

17. Third-Party Websites and Services

Our website may contain links to hospital websites, government resources, financial assistance programs, payment processors, or other third-party websites.

This Privacy Policy does not govern the privacy practices of third parties. We are not responsible for their content, security, availability, or handling of personal information.

Review the privacy policy of any third-party service before providing information through it.

18. Information Submitted for Another Person

When you provide information concerning another person, you represent that you have lawful authority or permission to provide that information and request our assistance.

We may require written authorization, guardianship documentation, power-of-attorney documentation, or other proof of authority before discussing or processing another person’s case.

19. Changes to This Privacy Policy

We may update this Privacy Policy to reflect changes in our services, technology, vendors, business practices, or legal obligations.

The updated version will be posted on this page with a revised effective date.

When legally required, we may provide additional notice or request consent before applying a material change to previously collected information.

20. Contact Us

Questions, concerns, complaints, or privacy requests may be sent to: