Privacy Policy

01Information We Collect

We collect only what we need to run Fenn for practices and to talk with people interested in it.

Information you provide directly

• Contact details when you book a call or email us: your name, practice, role, email and phone number.
• Account details for people invited to the portal: name, work email, role and sign-in information.
• Practice information you give us to set things up: hours, locations, services, prices, policies, ad accounts and the software you use.
• Patient and lead information that flows through the services we run for a practice, such as names, phone numbers, emails, call recordings, transcripts, texts and appointment details. We process this for the practice, never for ourselves.
• Billing details needed to invoice your practice.

Information collected automatically

• Basic server logs such as the date, time, page requested and browser type, kept for security and to keep the site working.
• Portal activity such as sign-ins and an access history of who opened patient records or played a call, which the practice can see.
• No ad tracking. fenn.app does not use advertising pixels, tracking cookies or third-party analytics, and the pages and forms we build for practices don't either.

02How We Use Your Information

We use information to:

• Provide the services a practice signs up for: running ads, answering calls, sending follow-ups the practice has set up, and showing results in the portal.
• Reply to you, schedule calls and onboard your practice.
• Secure our systems, prevent misuse and keep a record of access to sensitive data.
• Invoice practices and keep business records.
• Improve Fenn, using information that does not identify patients.
• Meet legal obligations.

We never sell personal information, and we never use patient information to market to anyone or to train AI models for other customers.

03Legal Basis for Processing

We handle information in line with the US laws that apply to it:

• For practices and their teams: to perform our contract with the practice and for our legitimate business purposes, such as security and billing.
• For patient information: as a business associate of the practice under HIPAA, only as the practice instructs and as our business associate agreement allows.
• For texts and calls: only to people who have agreed to hear from the practice, in line with the Telephone Consumer Protection Act. Replying STOP always ends texts.
• Where required by law: to comply with legal duties, court orders or lawful requests.

04Sharing Your Information

We share information only with:

• Service providers who help us run Fenn, such as cloud hosting, databases, phone and texting providers, email delivery and AI model providers. They may use it only to provide their service to us. Before any of them handle patient information, we sign a business associate agreement with them.
• The practice the information belongs to, and the software it asks us to connect, such as its booking or practice management system.
• Advertising platforms such as Meta and Google, only to read the performance of a practice's own ads. We never send patient or treatment information back to them.
• Authorities when the law requires it, or to protect the rights, safety or property of Fenn, practices or patients.
• A buyer or successor if Fenn is involved in a merger or sale, under the same protections.

05International Data Transfers

Fenn is built for practices in the United States, and we store and process information in the United States. Practice and patient information, including everything the AI in Fenn reads or writes, is stored and processed only in the United States. If you contact us from another country, your information will be transferred to and handled in the United States, where privacy laws may differ from those where you live.

06Cookies

fenn.app sets no cookies of its own for tracking or advertising. The portal uses a small number of cookies that it needs to work.

Types of cookies we may use

• Essential cookies keep you signed in to the portal and keep it secure.
• Preference cookies remember small choices, such as a picked location or a folded panel.
• We do not use advertising, retargeting or cross-site tracking cookies.

You can block or delete cookies in your browser. The portal may not work properly without essential cookies.

07Data Retention

We keep information only as long as we need it:

• Contact details from a call or email: until you ask us to delete them, or two years after our last contact.
• Practice and patient information: for as long as the practice uses Fenn, then returned or deleted as our agreement with the practice sets out, unless the law requires us to keep it.
• Call recordings: for the period the practice chooses (30, 90 or 365 days, or not at all).
• Access history and other records we must keep by law: up to six years.

08Your Rights

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

• Know what personal information we hold about you and get a copy.
• Correct information that is wrong.
• Ask us to delete your information.
• Opt out of the sale or sharing of personal information. We don't sell or share it for advertising.
• Not be treated differently for using these rights.

To use any of these rights, email hello@fenn.app. We will confirm your identity before acting and reply within the time your state's law requires. If you are a patient of a practice that uses Fenn, please contact the practice first: it controls your information, and we will help it answer you.

09Data Security

We protect information with safeguards suited to medical data, including:

• Encryption of information in transit and at rest.
• Access only for people who need it, with every look at patient records logged.
• Private storage for recordings, opened only through short-lived links.
• Patient details kept out of emails, logs and error reports.

No system is perfectly secure. If a breach affects your information, we will notify the practice and, where required, you and the authorities, as the law requires.

10Children's Privacy

fenn.app and the portal are for businesses and are not meant for children under 13. We do not knowingly collect information from children through our site. A practice may treat minors; their information is handled on the practice's behalf under its instructions and the law that applies to it.

11Changes to This Policy

We may update this policy as Fenn changes or the law requires. We will change the date at the top of this page, and if the changes are significant we will tell the practices we work with before they take effect.

12Contact

Questions about this policy or your information? Contact Fenn Labs LLC: