Privacy Policy

1. Scope of This Policy

This Policy covers our public website, online store, and related marketing and sales activities. It does not govern the data that recovery housing operators (our customers) submit into the HopeLinx software platform about their residents and staff (“Customer Data”). For Customer Data, HopeLinx acts as a service provider/processor on behalf of the operator, and that data is governed by our Terms & Conditions of Service and any applicable Data Processing Addendum (DPA) or Business Associate Agreement (BAA). If you are a resident or staff member of an operator that uses HopeLinx, please direct privacy questions about your in-app data to that organization.

2. Information We Collect

2.1 Information you provide. We collect information you submit directly, such as when you:

• fill out a contact, demo request, or free-trial form (e.g., name, organization, email, phone number, and your message);
• create an account or sign in to a customer or partner portal (e.g., name, email, and login credentials);
• place an order in our online store (e.g., name, shipping/billing address, email, phone, and order details);
• subscribe to our newsletter or marketing communications;
• communicate with our sales or support teams.

2.2 Information collected automatically. When you use the Services, we may automatically collect technical and usage data, such as IP address, device and browser type, pages viewed, referring/exit pages, and timestamps, using cookies and similar technologies (see Section 4).

2.3 Payment information. Store purchases are processed by our third-party payment processor. We do not collect or store full payment card numbers on our own systems (see Section 6).

2.4 No sensitive data needed. Please do not submit health information, government identifiers, or other sensitive personal information through our public forms or store. Such information belongs in the secure HopeLinx platform under the appropriate agreements, not on our marketing website.

3. How We Use Information

We use personal information to:

• respond to your inquiries, demo requests, and free-trial requests;
• provide, operate, and secure the Services and your account;
• process, fulfill, and support store orders;
• send transactional messages (e.g., order confirmations, account and security notices);
• send marketing communications where permitted, from which you may opt out at any time;
• analyze and improve our website, products, and customer experience;
• detect, prevent, and address fraud, abuse, and security issues;
• comply with legal obligations and enforce our agreements.

4. Cookies & Analytics

We use cookies and similar technologies to keep you signed in, remember preferences, measure traffic, and understand how the Services are used. Some cookies are essential for the site to function; others support analytics and performance. You can control cookies through your browser settings; disabling some cookies may affect site functionality. We may use analytics providers that process usage data on our behalf.

Advertising measurement. Our public website loads Google's advertising tag, which sets cookies so we can tell whether one of our Google ads led to a demo booking, a trial request, or a call. When you arrive from an ad or a tagged link, we also store a first-party cookie recording which ad or campaign brought you, for up to 90 days, and keep that with any form you submit. On a first visit that didn't come from an ad or tagged link, the same cookie records only the name of the website that sent you (for example, google.com) and the page you landed on. We have turned off ad personalization for this tag: we don't use it to build remarketing audiences or to target you on other sites. When you book a demo (on our booking page or in the website chat) or request a free trial, the tag also sends Google your email address and, if you gave one, your phone number, after your browser converts them into a one-way hashed (SHA-256) code. Google processes that code on our behalf only to measure whether one of our ads led to your booking or request; we don't use it for remarketing or customer lists. We don't send it when your browser sends a Global Privacy Control signal, and by default we don't send it to visitors whose approximate location is the EEA, the UK or Switzerland. You can block these cookies in your browser.

Meta Pixel. Our public website also loads the Meta Pixel, Meta's advertising tag for Facebook and Instagram. It sets cookies and tells Meta which pages you visit on our site and whether you book a demo, request a free trial, call us, or send our contact form. Meta uses this to report which of our ads led to those actions, to show our ads to people more likely to find them useful, and, in some cases, to show our ads again to people who visited our site. When you book a demo, request a trial, or send the contact form, the pixel also sends your email address and, if you gave one, your phone number, after your browser converts them into a one-way hashed (SHA-256) code. Meta handles this information under its own terms and privacy policy. We don't load the Meta Pixel when your browser sends a Global Privacy Control signal or when your browser's time zone places you in the EEA, the UK or Switzerland, and never on the operator sign-in page or the sober living directory. You can also block it in your browser or change your ad preferences in your Meta account settings.

Site analytics and session recordings. We use PostHog, an analytics service, to understand how visitors use our public website: which pages are viewed, how visitors arrive (for example, the search engine, ad or campaign that sent them), what they click and how far they scroll, and, for some visits, a recording of the page as it is used (mouse movement, clicks, scrolling and page changes). Recordings never include what you type into a form, because form fields are hidden before anything leaves your browser, and the website chat is hidden from them too. PostHog sets a first-party cookie to recognize a returning browser and uses your IP address to estimate your country and region. When you request a free trial, book a demo or send our contact form, our server also tells PostHog that it happened and which campaign brought you, so we can see what our advertising costs per signup; it never sends your name, email address, phone number, organization or message. PostHog processes this information for us as a service provider, in the United States, and we don't share it with advertising platforms. We keep session recordings for no more than 90 days. We don't use PostHog on the customer sign-in page, in our admin and operator areas, or in the sober living directory. We don't load it when your browser sends a Global Privacy Control or Do Not Track signal, or when your browser's time zone places you in the EEA, the UK or Switzerland. In those cases a form you submit is still counted, with the campaign tags that brought you, but it isn't linked to your visit, and under Global Privacy Control we also leave out any ad-click identifier.

Inside the HopeLinx app. The HopeLinx app your organization signs in to is separate from this website. To keep the app working and to learn which features help our customers, it sends us error and usage information through PostHog: which pages are opened, which features are used, and clicks that don't seem to work. For staff accounts only, it may also record app sessions so we can see what went wrong when someone reports a problem and how the app can be made easier to use. Resident information (residents' names, photos, contact details, records and anything else about a resident) and everything typed are hidden on the device before anything is sent; the rest of the page, such as menus, settings, help articles and staff information, stays visible. We never record residents' sessions. Usage and error information identifies people only by an internal account number and never includes names, email addresses, phone numbers, test results, medications or anything typed into a form. We keep app session recordings for no more than 90 days. An organization can ask us to turn recordings off for its staff at any time.

5. How We Share Information

5.1 Service providers. We share information with vendors who perform services for us, such as hosting and infrastructure, authentication and storage, payment processing, email and SMS delivery, website analytics (PostHog), advertising measurement (Google Ads), and customer support. These providers are permitted to use the information only to perform services for us.

5.2 Legal and safety. We may disclose information if required by law or legal process, or to protect the rights, property, or safety of HopeLinx, our users, or others.

5.3 Business transfers. If we are involved in a merger, acquisition, financing, or sale of assets, information may be transferred as part of that transaction, subject to this Policy.

5.4 No sale of personal information. We do not sell your personal information for money. The Meta Pixel described in Section 4 shares website activity with Meta for advertising, which some state privacy laws treat as "sharing" for cross-context behavioral advertising. To opt out, turn on Global Privacy Control in your browser; we don't load the Meta Pixel when it's on.

6. Payment Processing

Online payments are handled by our third-party payment processor (Stripe), which collects and processes your payment details under its own privacy practices. HopeLinx receives confirmation and limited transaction details (such as the last four digits of a card and order amount) but does not store full card numbers. Your use of payment features is also subject to the processor's terms and privacy policy.

7. Email & SMS Communications

If you provide your email or phone number, we may send you transactional and, where permitted, marketing messages. You can unsubscribe from marketing emails using the link in any such message, and you can opt out of text messages by replying STOP (or as otherwise described in the message). Message and data rates may apply. We honor applicable consent and opt-out requirements.

8. Data Retention & Security

We retain personal information for as long as needed to provide the Services, fulfill the purposes described in this Policy, comply with legal obligations, resolve disputes, and enforce our agreements. We maintain administrative, technical, and physical safeguards designed to protect personal information. However, no method of transmission or storage is completely secure, and we cannot guarantee absolute security.

9. Your Choices & Rights

9.1 General choices. You may update your account information, opt out of marketing communications, and adjust cookie settings in your browser. You may request access to or deletion of personal information we hold about you by contacting us (see Section 13); we will respond as required by applicable law.

9.2 California residents (CCPA/CPRA). If you are a California resident, you have the right to:

• know what personal information we collect and how we use and disclose it;
• request access to or a copy of your personal information;
• request correction of inaccurate personal information;
• request deletion of your personal information, subject to exceptions;
• opt out of any “sale” or “sharing” of personal information (note: we do not sell or share personal information as defined by law); and
• not be discriminated against for exercising your privacy rights.

To exercise these rights, contact us using the details in Section 13. We will verify your request and may ask for information to confirm your identity. You may use an authorized agent where permitted by law.

10. Children's Privacy

The Services are intended for businesses and adults and are not directed to children. We do not knowingly collect personal information from children. If you believe a child has provided us personal information, please contact us and we will take appropriate steps to delete it.

11. Third-Party Links

The Services may contain links to third-party websites or services that we do not operate. This Policy does not apply to those third parties, and we are not responsible for their content or privacy practices. We encourage you to review the privacy policies of any third-party sites you visit.

12. Changes to This Policy

We may update this Policy from time to time. When we make material changes, we will update the “Last Updated” date above and, where appropriate, provide additional notice. Your continued use of the Services after the effective date means you accept the revised Policy.

13. Contact Us

If you have questions about this Policy or wish to exercise your privacy rights, contact us at:

HopeLinx LLC
Email: info@hopelinx.com
Ohio, United States