Privacy Statement

Effective date: October 5, 2026

Last updated: October 5, 2026

Telewell Wellness Solutions ("Telewell," "we," "us," or "our") provides medical weight loss, hormone therapy, healthy aging, and wellness support through our website, online booking, membership programs, and our network of independent licensed healthcare providers and pharmacies.

Your privacy matters to us, especially because some of the information you share with us is about your health. This Privacy Statement explains what information we collect, how we use and share it, and the choices and rights you have.

This statement covers our website at www.telewell.fit, our booking and intake tools, emails and text messages we send, and any other place that links to this statement (together, the "Services").

1. Important: How This Statement Relates to HIPAA

Some of the information you provide is protected health information ("PHI") under the federal Health Insurance Portability and Accountability Act ("HIPAA").

Medical care is provided by independent licensed providers. Clinical evaluations, treatment decisions, prescriptions, and follow-up care are provided by licensed healthcare providers in our partner network, and prescriptions are filled by licensed pharmacies.
When those providers and pharmacies handle your health information for treatment, payment, or healthcare operations, they do so under HIPAA and their own Notice of Privacy Practices, which you will receive before or at the start of care.
This Privacy Statement covers everything else, including how Telewell handles information when you browse our website, book an appointment, sign up for a membership, contact us, or receive marketing.
If there is a conflict between this statement and an applicable Notice of Privacy Practices regarding PHI, the Notice of Privacy Practices controls.

2. Information We Collect

Information you give us

Contact and account details: name, email address, phone number, mailing and shipping address, date of birth, and account login information.
Health information: intake answers, medical history, current medications, allergies, weight, height, body measurements, goals, symptoms, lab results, photos you choose to upload, and information you share with providers or our support team.
Identity verification: government ID or similar documents when required by a provider or pharmacy.
Payment information: billing details and payment card information. Card numbers are processed by our payment processors; we do not store full card numbers.
Communications: messages, emails, call notes, survey responses, reviews, and feedback.

Information collected automatically

Device and usage data: IP address, browser type, device type, pages viewed, links clicked, referring website, and time spent on pages.
Cookies and similar technologies: see Section 6.

Information from others

Providers, pharmacies, and labs in our network (for example, appointment status, prescription and shipment status, and lab result availability).
Service providers such as our booking, scheduling, and payment platforms.
Referral and marketing partners, when you are referred to us or respond to an advertisement.

3. How We Use Your Information

We use your information to:

Schedule appointments, process intake forms and consents, and connect you with a licensed provider.
Coordinate lab work, prescriptions, pharmacy fulfillment, and shipping.
Manage your account, membership, billing, and payments.
Send appointment reminders, refill reminders, care-program updates, and support responses.
Provide coaching, education, and customer support.
Operate, secure, maintain, and improve our Services, and prevent fraud and misuse.
Comply with legal, regulatory, and professional obligations.
Send marketing communications only where permitted by law and, for health information, only with your authorization.

We do not use your health information for advertising or marketing without your express written consent.

4. How We Share Your Information

We do not sell your personal information or your health information.

We share information only as described below:

Licensed providers and medical partners who evaluate you, make treatment decisions, and prescribe, including our medical services partner, Asher Health.
Licensed pharmacies and laboratories that fill prescriptions, ship medications, and process lab orders.
Service providers that help us operate, under contracts that limit their use of your information, such as scheduling and booking, payment processing, secure email and messaging, cloud hosting, customer support, and shipping. Where these vendors handle PHI, we require a Business Associate Agreement or equivalent protections.
Legal and safety reasons: to comply with law, subpoenas, or court orders; to protect the rights, safety, and property of patients, Telewell, or others; or to report as required by law.
Business transfers: in connection with a merger, acquisition, financing, or sale of assets, subject to this statement and applicable law.
With your consent or at your direction.

5. Text Messages and Calls

If you provide your phone number, we may send appointment, account, and care-related text messages. We will send marketing texts only with your prior express written consent. Message and data rates may apply. Message frequency varies. Reply STOP to opt out or HELP for help. Consent to marketing messages is not a condition of purchase or care.

Mobile phone numbers and SMS opt-in consent are not shared with third parties for their own marketing purposes.

6. Cookies, Analytics, and Tracking Technologies

We use cookies and similar tools to keep our website working, remember your preferences, and understand how our site is used.

Strictly necessary cookies are required for the site, booking, and secure login to function.
Analytics cookies help us understand site performance in aggregate.
Advertising cookies and pixels, if used, are not placed on pages where you enter health information, such as intake forms, patient portals, or booking pages for specific treatments, and we do not share health information with advertising platforms.

You can manage cookie preferences through your browser settings. We honor Global Privacy Control (GPC) signals where required by law. Our site does not currently respond to "Do Not Track" browser signals.

7. How We Protect Your Information

We use administrative, technical, and physical safeguards designed to protect your information, including encryption in transit, access controls limited to people who need the information, secure vendors, and staff privacy training. No method of transmission or storage is completely secure, so we cannot guarantee absolute security. If a breach affecting your information occurs, we will notify you as required by law.

Please do not send sensitive health information through unsecured channels such as social media messages or regular email. Use our secure intake and messaging tools instead.

8. How Long We Keep Information

We keep information as long as needed to provide the Services, meet legal and medical record-retention requirements, resolve disputes, and enforce our agreements. Medical records maintained by providers and pharmacies are retained according to state and federal law. When information is no longer needed, we delete or de-identify it.

9. Your Privacy Rights

Depending on where you live, you may have the right to:

Know and access the personal information we hold about you.
Correct inaccurate information.
Delete your information, subject to legal and medical record-retention exceptions.
Obtain a copy of your information in a portable format.
Withdraw consent to the collection or sharing of health information.
Opt out of targeted advertising, sale of personal information, and certain profiling.
Appeal a decision we make about your request.

We will not discriminate against you for exercising your rights.

Consumer health data. Residents of states with consumer health data laws, including Washington (My Health My Data Act), Nevada, and Connecticut, have additional rights regarding consumer health data. We collect and share consumer health data only to provide the Services you request or with your consent.

HIPAA rights. For PHI held by your provider or pharmacy, you have rights described in their Notice of Privacy Practices, including access to and amendment of your medical records. We will help route these requests.

To make a request, email marin.konen@telewell.fit or call 410-504-6855. We will verify your identity before responding. You may use an authorized agent where permitted by law. We respond within the time required by applicable law (generally 45 days).

10. Your Choices

Marketing emails: click "unsubscribe" in any marketing email.
Text messages: reply STOP.
Cookies: adjust your browser settings or cookie preferences.
Account: contact us to update or close your account.

You will still receive essential messages about appointments, prescriptions, billing, and your account.

11. Children's Privacy

Our Services are intended for adults 18 and older. We do not knowingly collect information from children under 18. If you believe a child has provided us information, contact us and we will delete it.

12. Service Availability and Location

We are based in the United States and our Services are intended for people located in the United States. Treatment availability depends on your state and on provider approval. Your information is stored and processed in the United States.

13. Third-Party Links

Our website may link to websites or services we do not control, such as partner pharmacies or lab portals. Their privacy practices are governed by their own policies.

14. Changes to This Statement

We may update this Privacy Statement from time to time. We will post the updated version with a new "Last updated" date. If we make material changes, especially to how we use or share health information, we will notify you by email or a notice on our website and obtain consent where required.

15. Contact Us

If you have questions or concerns about this Privacy Statement or our privacy practices, contact:

Marin Konen, Privacy Officer

Telewell Wellness Solutions

2999 NE 191st St, Unit 300, Aventura, FL 33180

Email: marin.konen@telewell.fit

Phone: 410-504-6855

Support hours: Monday–Friday, 9 a.m.–6 p.m.; Saturday–Sunday, 9 a.m.–3 p.m. (ET)