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TripFlow

Privacy Policy

How TripFlow collects, uses, shares, and protects information across our platform and mobile application.

TripFlow, Inc.Effective September 1, 2026Version 1.6

1. Introduction

This Privacy Policy describes how TripFlow, Inc. (“TripFlow,” "we," "us," or "our") collects, uses, and discloses information through our SaaS platform and mobile application. We operate as a service provider to Non-Emergency Medical Transportation (“NEMT”) companies ("Customers"). By accessing or using the TripFlow platform, mobile application, or any related services (collectively, the "Service"), you agree to be bound by this Privacy Policy.

Customers may collect, use, disclose, secure or retain information in manners or purposes that differ from what is described in this Privacy Policy. Refer to Customers for those details.

2. Collection of Personal Information

TripFlow may collect the following categories of information:

  • Name
  • Email address
  • Phone number
  • Addresses (home, doctor, or facility)
  • Date of birth
  • Gender
  • Individual payer information
  • User account credentials and authentication information
  • Signature
  • Payment and transaction information
  • Precise real-time and background geographic location data
  • Protected Health Information (“PHI”)
  • Device IDs
  • IP addresses
  • Internet and browsing activity
  • Passenger feedback
  • Profile notes
  • Other information that may be inferred based on the combination of the above information and other information from your device, browser and third parties

3. Use of Personal Information

We may use personal information for the following purposes:

  • Service Delivery: To provide and maintain the Service, for facilitating routing, dispatching, and trip logging for NEMT providers.
  • Payments: To process payments.
  • Authentication and Account Security: To send transactional messages that you request or that are necessary to protect your account, such as one-time passcodes, two-factor authentication codes, new-device verification, password-reset codes, and security alerts.
  • Compliance and Billing: To provide the "at-scene" and "drop-off" timestamps required by transportation brokers and healthcare payers.
  • Platform Improvement: To analyze and improve our routing algorithms and system performance.
  • Security: To maintain security, detect and prevent fraud, and to monitor for unauthorized access and maintain a HIPAA-compliant audit trail.
  • Legal: To fulfill legal and contractual obligations.
  • Product Improvement: To develop, train, evaluate, and improve TripFlow’s AI/predictive systems.

4. Disclosure of Personal Information

We may disclose personal information for the following purposes:

  • With Your Employer: All driver location and trip activity recorded during "On Duty" sessions is shared directly with the NEMT provider managing your account.
  • Service Providers: Secure cloud hosting, payment processing, IT support, delivering transactional security monitoring and fraud prevention, protection of TripFlow’s rights and interests, and Customer-directed messages.
  • Brokers: Trip data is exchanged with third-party brokers (e.g., ModivCare, MTM, EcoLane, TransLink) via file import/export or API integration as authorized by your employer.
  • Marketing: Promotional purposes, where permitted by applicable law.
  • Security: Security monitoring and fraud prevention purposes.
  • Legal: Fulfilling legal, business, and contractual obligations.
  • Mobile Information and Messaging Consent: Your mobile information will not be sold or shared with third parties or affiliates for promotional or marketing purposes. Text messaging originator opt-in data and consent will not be sold, rented, or shared with any third parties for their own marketing or promotional purposes. We may disclose this information to messaging platform providers, phone companies, carriers, and other vendors only as necessary to deliver and support the messaging services you requested.

5. Use of Tracking Technologies

We and authorized third parties may use cookies and other tracking technologies to:

  • Personalize your experience
  • Analyze platform usage
  • Serve advertising
  • Support platform functionality
  • Facilitate secure access

6. Protected Health Information (“PHI”)

The Service may involve processing of PHI in the course of facilitating NEMT trips. Where applicable, users must handle PHI in accordance with the Health Insurance Portability and Accountability Act (“HIPAA”), regulations, and the policies established by their employer. Where applicable, TripFlow and Customer may enter into a separate Business Associate Agreement (“BAA”), which shall govern handling of PHI. You may not access, disclose, or use PHI for any purpose other than fulfilling your assigned job duties. Unauthorized access to or disclosure of PHI is a violation of these Terms and may result in immediate account termination and legal action.

7. Data Security

We implement industry-standard security measures to protect your information, including AES-256 encryption for data at rest and TLS encryption for data in transit. Access is restricted to authorized personnel based on the principle of least privilege.

8. Your Rights and Data Retention

  • Purge Policy: We retain data for the duration of the Customer's subscription plus 30 days, after which all personal data and location logs are purged from our active systems.
  • Deletion Requests: Users may request the deletion of their personal data by contacting support@tripflownemt.com. Note that HIPAA-regulated trip logs may be retained as required by law.
  • State Privacy Rights: We comply with applicable state privacy laws. You may have specific rights relating to your personal information, including rights regarding data portability, access, and deletion. You can exercise those rights by emailing support@tripflownemt.com.
  • Trip Records Retention: Trip records are retained for seven years. Driver location records while not on a trip are retained for at least one year.

9. Children’s Data

Our web platform and application are intended for those who are 18 years or older. We do not knowingly collect or solicit personal information from individuals under the age of 18. If you are under 18, please discontinue using this website and platform. If you are 18 years or older and have provided information about someone under 18, you confirm that you have the right to do so or have received the consent of such individual.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. We will notify users of material changes by posting the updated policy on our website and, where required, through the application or via email.

11. Contact Information

If you have questions regarding this Privacy Policy, please contact support@tripflownemt.com.