1. INTRODUCTION
Welcome to Level IX Performance & Longevity (“Level IX,” “Company,” “we,” “our,” or “us”). We are committed to protecting your privacy and safeguarding the personal and health information you share with us.
This Privacy Policy explains how we collect, use, disclose, store, and protect information when you access or use our website, patient portal, telehealth platform, mobile applications (if applicable), products, services, communications, and any other digital platforms operated by or on behalf of Level IX (collectively, the “Platform”).
Level IX provides wellness and longevity services through licensed healthcare professionals and affiliated medical providers. Because our services involve healthcare and telemedicine, protecting your information is fundamental to our mission.
Healthcare services are only provided where our affiliated licensed healthcare providers are authorized to practice and where permitted by applicable federal and state law.
Please read this Privacy Policy carefully before using our Platform or Services.
By accessing or using our Platform, creating an account, completing health assessments, scheduling appointments, communicating with providers, purchasing products, or otherwise interacting with Level IX, you acknowledge that you have read, understood, and agree to this Privacy Policy.
If you do not agree with this Privacy Policy, you should discontinue use of our Platform.
2. OUR COMMITMENT TO PRIVACY
Level IX recognizes that personal information and healthcare information are among the most sensitive forms of information an individual can share.
We are committed to:
Protecting the confidentiality of your information.
Using reasonable administrative, technical, and physical safeguards to protect personal information.
Limiting access to information to authorized personnel and approved service providers.
Complying with applicable federal and state privacy laws.
Maintaining transparency regarding our data collection and privacy practices.
Continuously improving our privacy and information security program.
Privacy is incorporated into our business operations, technology infrastructure, provider relationships, and patient experience.
3. SCOPE OF THIS POLICY
This Privacy Policy applies to information collected through:
The Level IX website;
Patient registration;
Telehealth consultations;
Online health assessments;
Secure patient messaging;
Customer support communications;
Email communications;
SMS communications;
Prescription coordination;
Laboratory coordination;
Payment processing;
Educational resources;
Marketing communications;
Mobile applications (if offered);
Any other services operated by Level IX that reference this Privacy Policy.
This Privacy Policy does not apply to third-party websites, pharmacies, laboratories, payment processors, healthcare providers, insurance companies, or other organizations that maintain their own privacy policies.
4. INFORMATION WE COLLECT
Depending upon how you interact with Level IX, we may collect the following categories of information.
Personal Information
We may collect:
Full legal name
Date of birth
Residential address
Mailing address
Email address
Telephone number
Government-issued identification when required
Emergency contact information
Account Information
When creating an account we may collect:
Username
Password
Login credentials
Authentication records
Account preferences
Communication preferences
Security verification information
Health Information
When requesting healthcare services you may voluntarily provide:
Medical history
Current medications
Previous medications
Allergies
Surgical history
Family medical history
Lifestyle information
Weight
Height
Blood pressure
Laboratory results
Symptoms
Health goals
Clinical photographs
Medical questionnaires
Provider communications
Prescription history
Treatment history
Some or all of this information may constitute Protected Health Information (“PHI”) under applicable law.
Telehealth Information
During telehealth consultations we may collect:
Consultation notes
Provider assessments
Treatment recommendations
Secure messages
Appointment history
Follow-up communications
Care coordination records
Audio, video, photographs, and documents submitted during your care
Prescription Information
Where applicable we may collect:
Current prescriptions
Previous prescriptions
Medication allergies
Pharmacy preference
Medication history
Prescription fulfillment information
Submission of information does not guarantee that medication will be prescribed. All prescribing decisions remain solely within the independent medical judgment of the licensed healthcare provider.
Laboratory Information
We may receive laboratory information including:
Laboratory orders
Laboratory reports
Diagnostic testing
Biomarker results
Clinical recommendations
Payment Information
When purchasing products or services we may collect:
Billing address
Payment history
Transaction history
Purchase history
Subscription information (if applicable)
Payment card information is processed through secure third-party payment processors. Level IX does not store complete payment card numbers on its own servers.
Identity Verification
To protect patients and comply with applicable healthcare regulations, we may request identity verification through government-issued identification and trusted third-party verification services.
Identity verification may include photographs, identification documents, address verification, and confirmation that the individual requesting treatment is the individual receiving care.
Communications
We maintain records of communications including:
Emails
SMS messages
Customer support inquiries
Telephone communications
Secure patient messages
Appointment reminders
Survey responses
Feedback submissions
Device Information
When you access our Platform we may automatically collect:
Internet Protocol (IP) address
Browser type
Browser version
Device identifiers
Operating system
Mobile device information
Screen resolution
Language settings
Internet service provider
Time zone
Referral information
Website Activity
We may automatically collect information regarding:
Pages viewed
Time spent on pages
Navigation patterns
Search activity
Click activity
Downloads
Session duration
Error logs
Website performance information
Cookies and Similar Technologies
We use cookies, pixels, web beacons, analytics technologies, scripts, and similar tools to:
Maintain secure sessions;
Authenticate users;
Remember preferences;
Improve Platform functionality;
Analyze website usage;
Improve patient experience;
Detect fraud;
Maintain security; and
Support marketing activities where permitted by law.
You may manage cookie preferences through your browser settings; however, disabling cookies may affect the functionality of certain portions of the Platform.
5. HOW WE COLLECT INFORMATION
We collect information in several ways, including:
Information you provide directly to us.
Information entered during account registration.
Medical questionnaires.
Telehealth consultations.
Patient portal activity.
Documents you upload.
Customer support interactions.
Purchases made through the Platform.
Communications with healthcare providers.
Licensed pharmacies.
Clinical laboratories.
Identity verification vendors.
Payment processors.
Analytics providers.
Security monitoring systems.
Cookies and similar technologies.
Other trusted third-party service providers supporting our operations.
The specific information collected depends on the services you request and the permissions you provide.
6. HOW WE USE YOUR INFORMATION
Level IX uses the information we collect only for legitimate business, healthcare, operational, legal, regulatory, and security purposes.
Depending upon the nature of your interaction with our Platform, we may use your information to:
A. Provide Healthcare Services
We use your information to:
Evaluate your eligibility for healthcare services.
Coordinate telehealth consultations.
Facilitate communication with licensed healthcare providers.
Develop individualized treatment recommendations.
If Level IX uses automated tools or questionnaires to help organize health information or identify potential wellness programs, those tools are used solely to assist providers. All diagnosis, prescribing, and treatment decisions are made exclusively by a licensed healthcare provider.
Coordinate laboratory testing.
Coordinate prescription fulfillment with licensed pharmacies.
Maintain medical records where required.
Monitor treatment progress.
Provide follow-up care.
Respond to healthcare-related questions.
B. Operate Our Platform
We use your information to:
Create and manage user accounts.
Authenticate users.
Verify identity.
Maintain account security.
Provide customer support.
Schedule appointments.
Process transactions.
Deliver requested products and services.
Improve Platform functionality.
Diagnose technical issues.
Prevent duplicate accounts.
Improve website performance.
C. Improve Our Services
Information collected through the Platform helps us:
Improve user experience.
Develop new services.
Improve healthcare delivery.
Enhance patient communications.
Improve website functionality.
Evaluate patient satisfaction.
Analyze trends.
Improve operational efficiency.
Improve customer support.
Whenever possible, Level IX may use aggregated or de-identified information for business analytics, research, quality improvement, and operational planning.
D. Communicate With You
We may use your information to communicate regarding:
Appointment confirmations.
Appointment reminders.
Healthcare recommendations.
Prescription updates.
Laboratory results.
Customer support.
Account notifications.
Billing matters.
Service announcements.
Security alerts.
Changes to our policies.
Marketing communications, where permitted by law.
You may opt out of promotional marketing communications at any time by following the unsubscribe instructions included in those communications.
Please note that you cannot opt out of communications necessary to administer your account, provide healthcare services, fulfill legal obligations, or maintain Platform security.
E. Payment Processing
We use information necessary to:
Process payments.
Prevent fraudulent transactions.
Verify purchases.
Process refunds when applicable.
Maintain financial records.
Comply with accounting obligations.
Payment information is processed through third-party payment processors using industry-standard security practices.
F. Legal and Regulatory Compliance
We may use your information to:
Comply with federal, state, and local laws.
Comply with healthcare regulations.
Respond to lawful requests from government authorities.
Cooperate with law enforcement where legally required.
Enforce our Terms and Conditions.
Protect our legal rights.
Resolve disputes.
Detect fraud.
Investigate misuse of the Platform.
G. Security and Fraud Prevention
We use information to help:
Detect unauthorized access.
Prevent identity theft.
Verify user identities.
Detect suspicious activity.
Protect patient accounts.
Secure healthcare information.
Protect against cyber threats.
Maintain Platform integrity.
7. HOW WE SHARE INFORMATION
Level IX does not sell your Personal Information to third parties for monetary compensation.
Level IX does not sell or rent your Personal Information or Protected Health Information to third parties for advertising or monetary gain.
We only share information as reasonably necessary to operate our business, provide healthcare services, comply with legal obligations, or with your authorization.
Information may be shared under the following circumstances.
A. Licensed Healthcare Providers
Your information may be shared with physicians, nurse practitioners, physician assistants, nurses, pharmacists, and other licensed healthcare professionals participating in your care.
Providers receive only the information reasonably necessary to evaluate, diagnose, treat, monitor, or coordinate your healthcare.
B. Medical Practices
Healthcare services offered through the Platform may be delivered by independent affiliated medical practices.
Information necessary to facilitate healthcare services may be shared with those practices.
C. Pharmacies
Where medication is prescribed, information necessary to process and fulfill prescriptions may be shared with licensed pharmacies.
This information may include:
Patient identification
Prescription details
Provider information
Shipping information
Required regulatory information
Prescription decisions remain solely within the independent medical judgment of the treating provider.
D. Laboratories
Where laboratory testing is ordered, we may share necessary information with independent laboratory partners.
Information shared may include:
Patient identification
Provider orders
Test requests
Billing information where appropriate
Laboratory partners maintain their own privacy obligations.
E. Payment Processors
We use trusted third-party payment processors to process financial transactions.
These providers receive only the information necessary to complete payment processing and maintain compliance with applicable payment security standards.
F. Service Providers
We may share information with vendors providing services including:
Website hosting
Cloud storage
Customer support
Identity verification
Email delivery
SMS communications
Analytics
Fraud prevention
Appointment scheduling
Security monitoring
Information technology support
These vendors are contractually required to protect information and use it only for authorized purposes.
G. Legal Requirements
We may disclose information when required to:
Comply with applicable law.
Respond to subpoenas.
Respond to court orders.
Respond to lawful governmental requests.
Protect patient safety.
Protect public health.
Prevent fraud.
Investigate criminal activity.
Protect the rights, safety, or property of Level IX, our providers, our patients, or others.
H. Business Transactions
If Level IX undergoes a merger, acquisition, restructuring, financing, sale of assets, or similar business transaction, information may be transferred as part of that transaction subject to applicable law.
8. PROTECTED HEALTH INFORMATION (HIPAA)
Certain information collected through the Platform may constitute Protected Health Information (“PHI”) under the Health Insurance Portability and Accountability Act of 1996 (“HIPAA”) and applicable state privacy laws.
Healthcare services available through Level IX may be provided by independent licensed healthcare providers or affiliated medical practices.
When applicable, PHI is used and disclosed only:
For treatment.
For payment.
For healthcare operations.
As authorized by you.
As required or permitted by law.
Certain information collected solely for website administration, customer support, marketing, or account management may not constitute PHI even though it remains protected under this Privacy Policy and other applicable privacy laws.
Users receiving healthcare services may also receive a separate Notice of Privacy Practices from the affiliated medical practice responsible for providing care.
Patients receiving healthcare services may also receive a separate Notice of Privacy Practices from the affiliated medical practice responsible for their care, which describes additional rights under HIPAA.
9. DATA SECURITY
Protecting patient information is a core priority of Level IX.
We maintain administrative, technical, and physical safeguards designed to protect Personal Information and Protected Health Information from unauthorized access, disclosure, alteration, destruction, or misuse.
Our security program may include:
Encrypted transmission of sensitive information.
Secure cloud infrastructure.
Access controls.
Role-based permissions.
Multi-factor authentication where appropriate.
Continuous security monitoring.
Network security protections.
Employee privacy training.
Vendor security assessments.
Routine software updates.
Incident response procedures.
Disaster recovery planning.
While we strive to protect your information using commercially reasonable safeguards, no method of electronic transmission or storage is completely secure. Accordingly, we cannot guarantee absolute security.
10. DATA RETENTION
Level IX retains Personal Information and Protected Health Information only for as long as reasonably necessary to fulfill the purposes described in this Privacy Policy, provide requested services, comply with applicable legal obligations, resolve disputes, enforce our agreements, and protect the integrity of our business.
The length of time information is retained depends on the type of information, the nature of the services provided, and applicable federal and state laws.
Factors considered when determining retention periods include:
Applicable healthcare record retention requirements.
Federal and state legal obligations.
Licensing requirements.
Tax and accounting regulations.
Prescription record requirements.
Ongoing patient relationships.
Pending legal claims or investigations.
Fraud prevention needs.
Information security requirements.
When information is no longer required to be retained, Level IX will securely delete, destroy, anonymize, or de-identify the information in accordance with applicable law and industry standards.
Certain information may remain in archived backups for disaster recovery or legal compliance purposes until those archives are securely overwritten or destroyed.
11. YOUR PRIVACY RIGHTS
Depending upon your state of residence and applicable law, you may have certain rights regarding your Personal Information.
Subject to applicable legal exceptions, you may have the right to:
Request access to Personal Information we maintain about you.
Request correction of inaccurate information.
Request deletion of certain Personal Information.
Request a copy of your Personal Information in a portable format where required by law.
Request restrictions on certain processing activities where permitted by law.
Withdraw consent where processing is based upon consent.
Opt out of certain marketing communications.
Lodge complaints regarding our privacy practices.
Please note that certain healthcare records cannot be modified or deleted where retention is required by law, professional standards, or medical record regulations.
Healthcare providers may also maintain records independently of Level IX and may be subject to separate legal obligations regarding patient records.
12. ACCESS, CORRECTION, AND DELETION REQUESTS
You may submit requests regarding your Personal Information by contacting Level IX using the contact information provided at the end of this Privacy Policy.
Before fulfilling a request, we may verify your identity using commercially reasonable methods to protect your privacy and prevent unauthorized access to personal information.
Depending on the request, verification may include:
Confirmation of account information.
Verification of email address.
Verification of telephone number.
Government-issued identification where appropriate.
Additional authentication measures reasonably necessary to verify identity.
We reserve the right to deny requests where permitted by applicable law, including where fulfilling the request would:
Violate legal obligations.
Compromise another individual’s privacy.
Prevent fraud detection.
Interfere with healthcare operations.
Conflict with medical record retention requirements.
Jeopardize information security.
13. MARKETING COMMUNICATIONS
From time to time, Level IX may send newsletters, educational content, promotional materials, wellness information, or updates regarding our products and services.
You may opt out of promotional emails at any time by:
Clicking the “Unsubscribe” link contained within promotional emails.
Updating your communication preferences within your account, where available.
Contacting us directly.
Even if you opt out of promotional communications, we may continue to send communications necessary to:
Provide healthcare services.
Confirm appointments.
Deliver prescriptions.
Provide laboratory updates.
Process transactions.
Respond to customer service requests.
Maintain account security.
Comply with legal obligations.
14. SMS AND TEXT MESSAGING
If you provide your mobile telephone number and consent where required, Level IX may send text messages regarding:
Appointment reminders.
Verification codes.
Account notifications.
Prescription updates.
Laboratory notifications.
Customer support communications.
Service announcements.
Message frequency may vary.
Standard message and data rates may apply based on your wireless carrier.
Consent to receive text messages is not required as a condition of receiving healthcare services.
You may opt out of marketing text messages at any time by following the instructions contained in the message or by contacting us directly.
Operational or healthcare-related messages may continue where permitted by law.
15. EMAIL COMMUNICATIONS
Email communications may include:
Appointment confirmations.
Patient education.
Healthcare updates.
Prescription notifications.
Billing information.
Customer support.
Security alerts.
Policy updates.
Marketing communications where permitted.
Although we take reasonable steps to protect electronic communications, email is not always a completely secure method of communication.
You should avoid sending highly sensitive medical information through unsecured email unless specifically instructed to do so.
16. COOKIES AND TRACKING TECHNOLOGIES
Our Platform utilizes cookies and similar technologies to improve functionality, security, and user experience.
These technologies may include:
Session cookies.
Persistent cookies.
Analytics cookies.
Security cookies.
Preference cookies.
Web beacons.
Pixels.
Local storage technologies.
Device identifiers.
These technologies may be used to:
Authenticate users.
Remember preferences.
Maintain secure sessions.
Improve website performance.
Understand visitor behavior.
Measure website traffic.
Detect fraudulent activity.
Improve customer experience.
Most browsers allow users to modify cookie settings or disable cookies entirely.
Please note that disabling cookies may limit certain Platform functionality.
18. DO NOT TRACK SIGNALS
Some internet browsers offer a “Do Not Track” (“DNT”) feature.
At this time, there is no universally accepted standard governing DNT technology.
Accordingly, Level IX does not currently respond differently to browser-based Do Not Track signals unless required by applicable law.
18. CHILDREN’S PRIVACY
Our Platform is intended for adults seeking healthcare and wellness services.
We do not knowingly collect Personal Information directly from children under thirteen (13) years of age.
Individuals under eighteen (18) years of age may only use the Platform where permitted by applicable law and with any required parental or legal guardian authorization.
If we become aware that Personal Information has been collected from a child in violation of applicable law, we will take reasonable steps to delete such information.
Parents or legal guardians who believe their child has submitted Personal Information may contact us using the contact information provided below.
19. THIRD-PARTY WEBSITES
Our Platform may contain links to third-party websites, applications, or services for your convenience.
Level IX does not own or control those third-party websites and is not responsible for their privacy practices, content, or security.
Your interactions with third-party websites are governed solely by their own privacy policies and terms of use.
We encourage users to review those policies before providing Personal Information to any third party.
20. THIRD-PARTY SERVICE PROVIDERS
To operate our Platform and provide our Services, Level IX may engage trusted third-party vendors that perform services on our behalf.
These service providers may include, but are not limited to:
Cloud hosting providers
Telehealth platform providers
Electronic medical record (EMR) providers
Identity verification providers
Licensed medical practices
Licensed healthcare providers
Licensed pharmacies
Clinical laboratories
Payment processors
Customer support providers
Email delivery providers
SMS communication providers
Information technology providers
Security monitoring providers
Website analytics providers
Fraud prevention providers
Data storage providers
Professional advisors, including legal and accounting firms
These providers receive only the information reasonably necessary to perform the services for which they have been engaged.
Where appropriate, Level IX requires service providers to maintain administrative, technical, and physical safeguards designed to protect Personal Information and to use such information only for authorized purposes.
21. BUSINESS TRANSFERS
In the event Level IX is involved in a merger, acquisition, financing, reorganization, bankruptcy, dissolution, sale of assets, or other corporate transaction, Personal Information and Protected Health Information may be transferred as part of that transaction, subject to applicable law.
Should such a transfer occur, the successor organization will be required to honor applicable privacy obligations associated with the transferred information unless otherwise permitted by law.
22. INTERNATIONAL USERS
Level IX primarily provides services within the United States.
If you access the Platform from outside the United States, you acknowledge that your information may be transferred to, processed within, and stored in the United States or other jurisdictions where our service providers maintain operations.
Privacy laws in those jurisdictions may differ from the laws of your country of residence.
By accessing the Platform from outside the United States, you consent to the transfer, storage, and processing of your information as described in this Privacy Policy, to the extent permitted by applicable law.
Individuals should not use the Platform if doing so would violate the laws of their jurisdiction.
23. CALIFORNIA PRIVACY RIGHTS
Residents of California may have additional privacy rights under the California Consumer Privacy Act (CCPA), as amended by the California Privacy Rights Act (CPRA), and other applicable California laws.
Subject to applicable legal limitations, California residents may have the right to:
Know the categories of Personal Information collected about them.
Know the categories of sources from which Personal Information is collected.
Know the business purposes for collecting Personal Information.
Know the categories of third parties with whom Personal Information has been shared.
Request access to Personal Information.
Request correction of inaccurate Personal Information.
Request deletion of certain Personal Information.
Request a portable copy of Personal Information where required by law.
Limit certain uses of sensitive Personal Information where applicable.
Exercise their rights without unlawful discrimination.
Level IX does not sell Personal Information for monetary consideration.
Any requests submitted under California law may require identity verification before processing.
24. OTHER STATE PRIVACY RIGHTS
Residents of certain states, including but not limited to Virginia, Colorado, Connecticut, Utah, Texas, Oregon, Montana, Delaware, Iowa, Nebraska, New Hampshire, New Jersey, Tennessee, Minnesota, Maryland, Indiana, Kentucky, Rhode Island, and any other state with applicable consumer privacy legislation, may possess additional privacy rights under applicable law.
Where required, Level IX will honor applicable rights relating to:
Access
Correction
Deletion
Data portability
Appeals
Consent withdrawal
Opt-out rights
The availability of these rights depends upon applicable law and the specific circumstances of the request.
25. NOTICE REGARDING PROTECTED HEALTH INFORMATION
Healthcare services offered through the Platform may be provided by independent licensed healthcare providers or affiliated medical practices.
Those providers may be subject to HIPAA and other healthcare privacy laws independent of Level IX.
Where required, patients will receive a separate Notice of Privacy Practices describing how Protected Health Information is collected, used, maintained, and disclosed by the applicable medical practice.
Nothing contained within this Privacy Policy limits or replaces any rights afforded under applicable healthcare privacy laws.
26. INFORMATION SECURITY INCIDENTS
Although Level IX maintains commercially reasonable administrative, technical, and physical safeguards designed to protect Personal Information, no information system can be guaranteed to be completely secure.
In the event of an actual or suspected security incident involving Personal Information or Protected Health Information, Level IX will investigate the matter promptly and, where required by applicable law, provide notice to affected individuals, regulators, healthcare providers, or other appropriate parties.
Notification timing and content will be determined in accordance with applicable federal and state law.
In the event of a reportable breach involving Protected Health Information, Level IX and/or the applicable medical practice will provide notifications as required by HIPAA and applicable state law.
27. USER RESPONSIBILITIES
Users share responsibility for protecting their information.
You agree to:
Maintain the confidentiality of your login credentials.
Use strong passwords.
Notify Level IX immediately of any unauthorized access to your account.
Provide accurate and complete information.
Keep your contact information current.
Protect your devices from unauthorized access.
Log out of shared or public computers after each session.
Level IX is not responsible for losses resulting from your failure to maintain the security of your account credentials.
28. CHANGES TO THIS PRIVACY POLICY
Level IX reserves the right to modify or update this Privacy Policy at any time to reflect changes in our business practices, legal requirements, technology, healthcare regulations, or operational needs.
When material changes are made, the updated Privacy Policy will be posted on the Platform with a revised “Last Updated” date.
Where required by applicable law, additional notice may be provided through email, patient portal notification, or other reasonable means.
Your continued use of the Platform following the effective date of any revised Privacy Policy constitutes your acknowledgment of the updated Privacy Policy, except where additional consent is required by law.
29. CONTACT US
If you have questions regarding this Privacy Policy, your Personal Information, or our privacy practices, please contact us:
Level IX Performance & Longevity
Privacy Officer
Email: support@levelixlabs.com
Website: www.levelixlabs.com
If you believe your privacy rights have been violated, you may also have the right to file a complaint with the appropriate regulatory authority or governmental agency, including, where applicable, the U.S. Department of Health and Human Services Office for Civil Rights.
30. ACKNOWLEDGMENT
By accessing or using the Platform, creating an account, submitting information, scheduling healthcare services, participating in telehealth consultations, or otherwise interacting with Level IX Performance & Longevity, you acknowledge that you have read and understand this Privacy Policy.
Your use of the Platform constitutes your acceptance of the privacy practices described herein, subject to applicable law.
Nothing contained in this Privacy Policy is intended to waive any rights you may have under federal or state law.
