Privacy Policy

This Privacy Policy governs the manner in which RecordQuest collects, uses, maintains and discloses information collected from users (each, a “User”) of the www.recordquest.com website (“Site”). This privacy policy applies to the Site and all products and services offered by RecordQuest.

Personal identification information

We collect personal identification information (“PII”) directly from you when you interact with our websites or mobile applications (iOS/Android), including when you create an account, complete web forms, communicate with us, or use the app to scan and upload documents. We may also receive PII from an authorized representative acting on your behalf, consistent with your authorization.

PII we may collect includes:

• Contact and identity details (e.g., name, mailing address, email, phone number, date of birth).
• Verification data (e.g., electronic signatures, images of government-issued IDs, last four digits of SSN if requested to confirm identity).
• Request details and authorization forms related to your records request or form completion.
• Documents and images you choose to capture or upload, which may contain Protected Health Information (PHI) (e.g., medical record numbers, insurance information, provider names, diagnoses, or treatment dates).
• Communications you send to us (e.g., customer support inquiries and responses).
• Mobile app permissions. With your permission, the app may access your device’s camera and photo library solely to let you capture or select documents. We access these features only when you choose to use them. Files you upload may include associated metadata (e.g., file name, timestamp) that is collected with the file.
• Your choice: You may visit our Site without telling us who you are. However, if you choose not to provide certain information, we may be unable to verify your identity, process your records request, or provide some features of the Site or mobile applications. We collect PII and any PHI you submit only when you provide it to us or authorize another party to provide it on your behalf.

Non-personal identification information

We may collect non-personal identification information about Users whenever they interact with our Site. The non-personal identification information may include the browser name, the type of computer and technical information about Users means of connection to our Site, such as the operating system and the Internet service providers utilized and other similar information.

How we use collected information

RecordQuest may collect and use Users personal information for the following purposes:

• To Facilitate Requested Services: Information and documents you submit – which may include photos, scans, and Protected Health Information (PHI) – are used to fulfill your request for medical records, form completion, or other services you initiate. This information enables us to verify identity, obtain necessary authorizations, and securely process your request.
• To Improve Customer Service: Information you provide helps us respond to customer service inquiries and support needs more effectively. This may include troubleshooting app performance, confirming receipt of documents, or addressing questions about your records request.
• To Maintain and Improve Our Mobile Applications: We may use non-identifying usage data and device information to understand how Users interact with our app, enhance performance, develop new features, and diagnose technical issues. PHI is not used for analytics or product-improvement purposes.
• To Send Service-Related Communications: We may use your contact information, such as your email address or phone number, to send updates related to your request, respond to your inquiries, provide status notifications, and deliver necessary service alerts.
• To Comply With Legal and Regulatory Requirements: Where applicable, we may use or disclose information – including PHI – as required to comply with HIPAA, state medical-records laws, subpoenas, or other legal obligations.

Data Retention

RecordQuest retains personal information and Protected Health Information (PHI) only for as long as necessary to fulfill the purposes for which it was collected, including processing your medical records request, completing authorized forms, providing customer support, and meeting legal, regulatory, and contractual obligations.

Retention practices include:

• Service-related retention: Documents, images, forms, and other information you submit are retained for the duration required to verify identity, obtain necessary records, complete your request, and maintain an audit trail of activity related to your authorization.
• Legal and regulatory requirements: Certain information, including PHI, may be retained for longer periods when required by federal or state medical-records laws, HIPAA documentation requirements, or other applicable regulations.
• Operational records: Non-identifiable usage data or system logs may be retained to maintain security, improve system performance, and support internal operations. These records do not include PHI.
• Deletion: Once retention periods lapse and information is no longer needed for the purposes above, we securely delete or de-identify the data in accordance with industry standards and applicable law. If you request deletion of certain information, we will do so to the extent permitted by law and consistent with HIPAA and operational requirements

Web browser cookies

Our Site may use “cookies” to enhance User experience. User’s web browser places cookies on their hard drive for record-keeping purposes and sometimes to track information about them. A user may choose to set their web browser to refuse cookies or to alert you when cookies are being sent. If they do so, note that some parts of the Site may not function properly.

Messaging Privacy

No mobile information will be shared with any third parties/affiliates for marketing/promotional purposes. All other categories exclude text messaging originator opt-in data and consent; this information will not be shared with or obtained by any third parties.

If you wish to be removed from receiving future communications, you can opt out at any time by texting STOP or contacting us at help@recordquest.com.

How we protect your information

We adopt appropriate data collection, storage, and processing practices and security measures to protect against unauthorized access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site.

Sensitive and private data exchange between the Site and its Users happens over an SSL secured communication channel and is encrypted and protected with digital signatures. Our Site is also in compliance with PCI vulnerability standards in order to create as secure of an environment as possible for Users.

Sharing your personal information

We do not sell, trade, or rent Users personal identification information to others. We may share generic aggregated demographic information not linked to any personal identification information regarding visitors and users with our business partners, trusted affiliates, and advertisers for the purposes outlined above.

Third-party websites

Users may find advertising or other content on our Site that link to the sites and services of our partners, suppliers, advertisers, sponsors, licensors, and other third parties. We do not control the content or links that appear on these sites and are not responsible for the practices employed by websites linked to or from our Site. In addition, these sites or services, including their content and links, may be constantly changing. These sites and services may have their own privacy policies and customer service policies. Browsing and interaction on any other website, including websites which have a link to our Site, is subject to that website’s own terms and policies.

Changes to this privacy policy

RecordQuest has the discretion to update this privacy policy at any time. When we do, we will revise the updated date at the bottom of this page. We encourage Users to frequently check this page for any changes to stay informed about how we are helping to protect the personal information we collect. You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications.

Your acceptance of these terms

By using this Site, you signify your acceptance of this policy. If you do not agree to this policy, please do not use our Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.

This policy was last updated on January 2, 2025.