THIS NOTICE DESCRIBES HOW YOUR INFORMATION MAY BE USED AND DISCLOSED ON THE CARENIVA EXPRESS PLATFORM AND HOW YOU CAN GET ACCESS TO THIS INFORMATION. PLEASE REVIEW IT CAREFULLY.
CareNiva Express is a telehealth provider directory and scheduling platform. We do not create, receive, maintain, or transmit your medical records, visit notes, diagnoses, prescriptions, or treatment plans. Those records are held directly by the independent, licensed healthcare providers you choose to book with. Please review the provider’s own HIPAA Notice of Privacy Practices for details on how they handle your protected health information.
CareNiva Express (“CareNiva,” “we,” “us,” or “our”) operates a telehealth directory that helps patients find and book appointments with independent, licensed healthcare providers. We are not a healthcare provider and we do not provide medical advice, diagnosis, or treatment.
The providers listed on our platform are separate, independent covered entities under HIPAA. Your medical records — including any notes, diagnoses, prescriptions, lab results, or treatment information created during your visit — are created, stored, and maintained by the provider you book with, not by CareNiva Express.
To run the directory and route you to a provider, we collect and store the following non-medical information:
What we do NOT collect or store: medical history, symptoms shared during a visit, diagnoses, prescriptions, visit transcripts, lab results, clinical notes, or any other protected health information created during your care.
We use the information we collect to create and manage your account, route you to the provider you select, process payments, send appointment reminders, provide customer support, improve the service, and detect fraud or abuse.
When you book a visit, we share your contact information (name, email, phone) with the provider so they can connect with you for your visit. Any clinical information you share during the visit is captured directly by the provider under their own systems and privacy practices — not by CareNiva.
We share limited information with third-party service providers that help us operate the platform (for example: email delivery, payment processing, secure video hosting, hosting infrastructure, analytics). These vendors are contractually required to protect your information and use it only to perform services on our behalf.
We may disclose information if required by law, subpoena, court order, or other legal process; to prevent fraud or a serious threat to safety; or in response to lawful requests by public authorities.
You may:
To exercise these rights, email support@careniva.com.
Because CareNiva Express does not hold your medical records, requests for access to, amendment of, or an accounting of disclosures of your protected health information (PHI) should be directed to the provider who treated you. Each provider is responsible for providing you their own HIPAA Notice of Privacy Practices and responding to your HIPAA rights requests.
We use industry-standard administrative, physical, and technical safeguards to protect the account and platform data we store:
Telehealth visits between you and your provider are conducted over a HIPAA-compliant video platform. The content of those visits is handled by the provider under the provider’s own privacy practices.
No system is completely immune to risk. If a security incident involving your information occurs, we will notify you as required by applicable law.
We retain account and booking data for as long as your account is active. After you close your account, we retain limited records (such as transaction history and fraud-prevention logs) only as long as required by applicable tax, accounting, or legal obligations, after which data is deleted or anonymized.
We reserve the right to change this Notice at any time. Changes will apply to all information we maintain. The current version will always be posted here, and the “Effective date” at the top will reflect the latest version. If we make material changes, we will notify you via email or an in-platform notice.
Questions or concerns about your information on CareNiva Express? Contact our Privacy Officer:
For concerns about how your medical records are handled, please contact the healthcare provider who saw you — each provider maintains their own HIPAA Notice of Privacy Practices.
You may also file a complaint with the U.S. Department of Health and Human Services at https://www.hhs.gov/ocr/complaints.
This Notice takes effect April 23, 2026 and applies to the CareNiva Express platform. For questions or requests, email support@careniva.com.
