Frequently asked questions

Privacy Policy

Lineage Health, Inc., a Delaware corporation ("Lineage," "we," "us," or "our"), provides a consumer wellness platform that helps adults navigate their health, with optional support from one or more connected family members or trusted persons, through our website, mobile applications, AI features, and related services (collectively, the "Services").

This Privacy Policy explains how we collect, use, disclose, and otherwise process personal data when you interact with the Services as a consumer for personal use. It also describes your privacy rights and how to exercise them. Sections 1–10 describe our general practices. Section 11 is our Consumer Health Data Privacy Policy for residents of Nevada, Connecticut, and other states with comparable laws. Section 12 contains additional state-specific disclosures.

By using the Services, you acknowledge the practices described in this Privacy Policy.

1. Collection of Personal Data

We collect the following categories of personal data.

1.1 Personal data you provide to us directly

• Identity and Contact Data: name, email address, phone number, date of birth, postal address, and other identifiers you provide when you create an account, invite or accept a connection from another user, or contact us. We may also generate indirect identifiers (e.g., "USER12345").
• Verification Data: information used to confirm your identity and age, including signals you provide at registration. We may also use third-party services to detect fraudulent or duplicate account creation.
• Profile Data: your current life situation, location, preferences, household and connected-user relationships, and other information you choose to add to your profile.
• Inputs and Outputs: content you submit to our AI features and other interactive features, including questions, prompts, files, images, audio, and other materials ("Inputs"), and the responses, summaries, recommendations, or other content the Services generate ("Outputs"). If you include personal data or reference external content in your Inputs, we will collect that information, and it may be reproduced in your Outputs.
• Feedback: ratings (such as thumbs up/down), written feedback you choose to submit about a specific Output, and the conversation exchange to which the Feedback relates. We use Feedback primarily to personalize your own experience of the Services — for example, to refine the information and recommendations we surface for you in the future. We do not use Feedback to train shared AI models, evaluate the Services across users, or improve the experience of other users unless you have separately opted in to those uses under Section 11.
• Caregiving Notes: information you record within your own profile about a person you care for or support — for example, a family member's medications, healthcare providers, or appointments. Caregiving Notes are part of your own account and not a profile of the other person. The person you record information about does not have a Lineage profile, and we do not analyze their health independently of your use of the Services.
• Pre-Account Staging Information: if you wish to invite another person (such as a family member) to join Lineage and share health information with you, you may prepare information in the app before they create an account. This information is stored only on your device, is not transmitted to Lineage's servers, and is not used by us for any purpose. After ninety (90) days, you will be prompted to either convert the information to your own Caregiving Notes, extend the staging period, or allow it to be deleted. If the invited person does not create a Lineage account, the staged information will be deleted from your device no later than 180 days after you first staged it.
• Connected Health Records: if you choose to connect a patient portal or health record account you hold with a healthcare provider, health system, or college or university student health service (such as Epic MyChart or Oracle Health) to the Services, you authorize us — through a secure, read-only connection facilitated by a third-party health-record connectivity provider acting on our behalf — to retrieve the records you select from that source, such as medications, allergies, immunizations, conditions, laboratory and imaging results, and visit history, and to import them into your account. We access only the records you authorize, we do not write to or change anything in your patient portal, and you can disconnect a connected source at any time in your account settings. Connected Health Records are treated as your Consumer Health Data under Section 11.
• Communication Information: the contents of messages you send to us, to our support team or chatbot, or to a connected user through the Services, and any related metadata.
• Payment Information: if you purchase a paid feature or subscription, we (or our payment processors) collect billing and transaction information.

1.2 Personal data we receive automatically

When you use the Services, we automatically receive certain technical data (collectively, "Technical Information"), including:

• Device and Connection Information: device type, operating system, browser, mobile network, ISP, time zone, IP address (and location derived from your IP address), device and advertising identifiers, probabilistic identifiers, and other unique online identifiers.
• Usage Information: dates and times of access, pages and screens viewed, features used, links clicked, search queries within the Services, browsing history within the Services, and other information about how you interact with the Services.
• Log and Troubleshooting Information: server logs, error reports, performance data, and information about the state of the application when an error occurs. We configure our error monitoring and logging tools to exclude the contents of your conversations and any Consumer Health Data, capturing only technical metadata such as error codes, stack traces, device state, and timing information.
• Cookies and Similar Technologies: we and our service providers use cookies, pixels, SDKs, scripts, web beacons, and similar technologies to operate the Services, recognize you, personalize your experience, market our Services to non-users, measure performance, conduct analytics, and detect and prevent fraud and abuse. We use third-party advertising and conversion-tracking tools (such as those provided by major social and search platforms) only on our marketing website and not within the authenticated application. Inside the authenticated application, we use first-party analytics and rely on server-side measurement to track conversions, so that information about your interactions with the Services is not transmitted to advertising platforms. See our Cookie Notice for details and your choices.
• Location Information: approximate location derived from your IP address, used to determine general region for service delivery and analytics. With your separate, opt-in consent, we may also collect precise device location for specific features that require it. We do not use location information to infer that you have visited or are near a healthcare facility, and we do not use location information to target health-related content, advertising, or notifications based on proximity to healthcare facilities. We do not deploy geofences around any in-person healthcare facility.
• Session Replay (with your consent). As part of our usability research, we may offer a session replay feature that records interactions with the authenticated application — such as taps, scrolls, and navigation — to help us identify usability issues. Where offered, session replay is enabled only with your separate, opt-in consent and is configured to mask the contents of conversation areas, form inputs, profile fields, and any text that may contain health information before any recording leaves your device. Session replay recordings are retained for no longer than ninety (90) days and are not shared with advertising partners. You can decline session replay at the time it is offered or in your account settings, and you can withdraw consent at any time.

1.3 Personal data we receive from third parties

We may receive personal data about you from:

• Authentication and fraud-prevention providers;
• Payment processors;
• Patient portals and health record sources you choose to connect (such as Epic MyChart or Oracle Health, including college or university student health portals), and the third-party connectivity provider that facilitates those connections at your direction;
• Connected users — adult family members or trusted persons (each 18 or older) you have connected to your account, who may share information with you, view information you share with them, and, where you authorize it, contribute information to your account, in accordance with the privacy controls you both configure;
• Analytics, advertising, and marketing partners (limited to our marketing website), in accordance with applicable law and your choices;
• Publicly available sources and datasets that we obtain through commercial agreements;
• Other service providers and business partners that help us operate, improve, market, and secure the Services.

1.4 Personal data used to develop and improve our Services and AI features

Our AI features are powered in part by our own systems and in part by a third-party large language model operated by Anthropic PBC, an enterprise AI provider located in the United States (the "AI Provider"), and run on its Claude models. Anthropic PBC is the only third-party AI service we send your information to.

We ask your permission before any of your information is sent. The first time you use an AI feature, Lineage Health shows you a disclosure that names Anthropic PBC, itemizes exactly what that feature transmits, and asks you to allow it. Nothing is sent unless you agree, and the check is enforced on our servers, not only in the app. You can withdraw permission at any time under Settings → AI features; withdrawal stops all further transmission immediately. Declining or withdrawing turns off the AI features and leaves the rest of Lineage Health working normally. What we send, by feature:

• Lumi, our AI guide: your question, together with the parts of your record needed to answer it — insurance coverage, care team, allergies, medications, immunizations, conditions, test results, family history, pharmacies, emergency contacts, journey checkpoints, and your school’s campus health information;
• Reading a document you upload: the image or PDF itself (for example an insurance card, laboratory or imaging report, immunization record, or Explanation of Benefits);
• Completing a form: the blank form you upload together with a summary of your record, including the direct identifiers the form asks for, such as your name, date of birth, and member ID; and
• Daily Reads: a single health topic drawn from your record, such as a condition or an allergy, used to select and summarize a relevant published study.

We never send your password or authentication credentials, your payment card or billing details, or the contents of messages between you and a connected family member to the AI Provider.

To generate Outputs, we send the AI Provider only the information needed to respond to your specific request. We remove direct identifiers (such as your name and account email) before transmission, except where the task you ask us to perform inherently requires them. For example, when you use your records to help complete a medical or intake form, identifiers such as your name, date of birth, or member ID are themselves the answers being filled in, so in that case we send only the identifiers needed to fulfill your request. Likewise, when you upload a document for our AI features to read or explain, such as an insurance card, a laboratory report, or an Explanation of Benefits, the document itself is the content we process, so we transmit it as you provided it. We use the AI Provider only for inference; we do not fine-tune or otherwise modify the AI Provider's models, and we do not contribute your data to the AI Provider's general model training.

Under our written agreement with the AI Provider, the AI Provider:

• is contractually prohibited from using your Inputs or Outputs to train, fine-tune, or otherwise improve its own models;
• may retain Inputs and Outputs for up to thirty (30) days for the limited purposes of providing the service, monitoring for abuse, and complying with law; and
• may permit limited human review of content flagged by automated systems for safety or policy violations.

We have confirmed that Anthropic PBC affords your information protections equivalent to those described in this Privacy Policy. Its obligations to us are contractual, not discretionary: it processes your information solely on our instructions and solely to return a response to you, it may not sell or share your information, it may not use it to train or improve its models, it may not use it for advertising or profiling, it is bound to confidentiality and to maintaining industry-standard technical and organizational security measures including encryption in transit and at rest, and it must delete your information on the schedule above. These are the same commitments we make to you in Sections 4, 6, and 7, and they flow down to any subprocessor Anthropic PBC engages.

In addition to inference performed by the AI Provider, we use personal data — including Inputs, Outputs, and Feedback — to develop and improve our own systems. This may include training and refining retrieval systems that surface relevant information, training classifiers that route or screen queries, fine-tuning models that we develop or host ourselves, evaluating the quality of our AI features, and refining the prompts and instructions that guide our AI features. Use of Consumer Health Data for these purposes requires your separate opt-in consent and is governed by Section 11.

2. How We Use Personal Data

We use personal data, including Inputs, Outputs, Feedback, and Technical Information, for the following purposes:

• To provide, operate, maintain, personalize, and facilitate the Services and any features you use, which are governed by our Terms of Service;
• To create, administer, and secure your account, including identity and age verification;
• To enable messaging and information-sharing between connected accounts, in accordance with the privacy controls you configure;
• To process payments and manage subscriptions;
• To communicate with you, including service announcements, security notices, transactional messages, and — where permitted — marketing about Lineage's products, features, and offers;
• To personalize content, recommendations, and the user experience within the Services for you, including by using your Feedback to refine your own experience of the Services;
• To analyze, measure, and understand use of the Services, including through aggregated and de-identified analytics;
• To debug, identify, and repair errors and to improve performance, reliability, and user experience;
• To improve the Services, develop new products and features, and conduct research, including evaluating, testing, fine-tuning, and improving our AI features and the systems that support them, subject to Section 4 and Section 11;
• To prevent, detect, and investigate fraud, abuse, security incidents, and violations of our Terms of Service or other policies, and to protect the rights, property, and safety of Lineage, our users, and others;
• To enforce our Terms of Service and other agreements;
• To comply with legal, regulatory, tax, accounting, and similar obligations, and to respond to lawful requests, subpoenas, court orders, and other legal process; and
• For any other purpose disclosed to you at the point of collection or to which you consent.

We may combine personal data collected from different sources for the purposes described in this Privacy Policy.

Aggregated and De-Identified Information

We may aggregate, de-identify, or anonymize personal data so that it no longer reasonably identifies any individual, and we may use and disclose such information for any lawful purpose, including improving the Services, conducting research, and developing new products. When we de-identify personal data, we (i) implement technical and organizational safeguards designed to ensure the data cannot be reasonably linked to an individual, including by combination with other available data, (ii) publicly commit to maintaining and using the data only in de-identified form, (iii) do not attempt to re-identify the data except for the limited purpose of testing the effectiveness of our de-identification, and (iv) require any recipient of the de-identified data to be subject to the same restrictions by contract. Aggregated and de-identified information is not subject to the rights described in Section 5.

3. How We Disclose Personal Data

We disclose personal data to the following categories of recipients for the purposes described in this Privacy Policy:

• Affiliates and corporate partners. We disclose personal data among our affiliates, subsidiaries, and related entities.
• Service providers and processors. We disclose personal data to vendors and contractors that perform services on our behalf, including cloud and data hosting, authentication, health-record connectivity, payment processing, AI processing and inference (Anthropic PBC, a U.S.-based enterprise AI provider that is contractually prohibited from training its models on your data and from using your data for any purpose other than providing inference services to us, as described in Section 1.4), analytics, customer support, communications, error monitoring, security, and similar functions.
• Business partners. We disclose personal data to business partners that help us operate, market, measure, and improve the Services.
• Advertising and analytics partners. We use third-party advertising and conversion-tracking tools on our marketing website (such as those provided by major social and search platforms) to deliver and measure marketing about Lineage to non-users. We do not share your in-application activity, conversation content, or Consumer Health Data with advertising partners. For paid acquisition measurement, we send a limited set of server-side conversion events (such as account signup) to advertising partners, with no health-related details and with appropriate hashing or pseudonymization.
• Connected users. We disclose personal data to a connected family member or trusted person (each 18 or older) you have connected to your account, in accordance with the privacy controls you configure. You may connect more than one supporter, and a supporter you connect may also be connected to other people they support through their own account. Where you authorize it, a connected supporter may add or contribute information to your account; information they add is attributed to them, and you can review, edit, or remove it and revoke their access at any time.
• Successors and acquirers. If we are involved in a merger, acquisition, financing, reorganization, bankruptcy, sale of assets, or similar transaction — or in contemplation of one — we may disclose or transfer personal data as part of that transaction or related due diligence.
• Legal, safety, and rights protection. We may disclose personal data to governmental, regulatory, judicial, or law-enforcement authorities, or to other third parties, where we are required to do so by law or legal process, or where we believe in good faith that disclosure is necessary to: respond to a credible threat to life or safety; protect the rights, property, or safety of Lineage, our users, or others; detect, prevent, or address fraud, security, or technical issues; or enforce our Terms of Service or other agreements. For Consumer Health Data, we follow the additional procedures described in Section 11.9.
• With your consent or at your direction. We disclose personal data to third parties when you direct us to or consent to such disclosure.

We do not "sell" personal data for money. Some disclosures we make for analytics, personalization, or advertising about our Services may be considered "sales" or "sharing" under certain state laws, even when no money changes hands. See Section 12 for your choices.

4. Your Choices

You can manage how we use your personal data through the following choices:

• Account settings. You can review and update certain personal data, manage connected users and privacy controls, and adjust communications preferences in your account settings.
• Marketing communications. You can opt out of marketing emails using the unsubscribe link in any marketing message or by adjusting your preferences in your account.
• Cookies and similar technologies. You can manage cookies and similar technologies as described in our Cookie Notice. We honor recognized opt-out preference signals (such as Global Privacy Control) where required by law.
• AI improvement. We use Feedback you provide to personalize your own experience of the Services. We do not use your Inputs, Outputs, or Feedback to train shared AI models, conduct cross-user evaluation, or otherwise improve the Services for other users unless you have provided the separate, opt-in consent described in Section 11. Regardless of your improvement-use settings, we may continue to use Inputs, Outputs, and Feedback that have been flagged or reviewed for safety, security, or policy enforcement, and only for those purposes.
• Session replay. If we offer session replay, recordings are off by default and are only created with your separate, opt-in consent. You can grant, decline, or withdraw this consent in your account settings.
• Precise location. Where we collect precise device location, you may revoke that permission in your device settings.
• Consumer Health Data. Section 11 describes the additional consents and authorizations that apply to Consumer Health Data and how to manage them.

5. Your Rights

Depending on where you live, you may have certain rights with respect to your personal data, subject to legal exceptions and verification requirements:

• Right to know / access: the right to confirm whether we process your personal data and to request a copy.
• Right to correct: the right to request that we correct inaccurate personal data we hold about you. Because of the technical nature of large language models, we may not always be able to correct personal data that appears in Outputs, but we will make a reasonable effort to do so.
• Right to delete: the right to request that we delete personal data we collected from you, subject to legal exceptions and our retention obligations. When you delete your account or request deletion of your personal data, we will remove it from our active systems and from any active training datasets, evaluation datasets, and retrieval systems we maintain, on the schedules described in Section 6. We are not able, however, to remove the influence your data may have had on AI systems, models, retrievers, or other components that were trained or developed before your deletion request. We will exclude your data from any future training, fine-tuning, or evaluation; components already developed using your data may continue to operate.
• Right to portability: the right to request a copy of certain personal data in a portable format.
• Right to opt out of sale, sharing, or targeted advertising: the right to opt out of the disclosure of personal data for these purposes.
• Right to limit use of sensitive personal information: where applicable.
• Right to non-discrimination: we will not discriminate against you for exercising your privacy rights.
• Right to appeal: where required by law, you may appeal our decision on a privacy request. To submit an appeal, email [email protected] with the subject line "Privacy Request Appeal" and reference the original request. We will respond to your appeal within forty-five (45) days, with one possible forty-five (45)-day extension where reasonably necessary. If we deny your appeal, we will inform you of the reasons and, where applicable, provide instructions for contacting your state attorney general or other relevant regulator.

To exercise these rights, email [email protected] or use the in-app request form. We may verify your identity before responding, and we may decline requests where permitted or required by law. We will respond within the period required by applicable law.

Automated processing. Our AI features use automated processing to organize and explain the health information you provide, generate personalized educational content, and surface relevant articles and general wellness tips. This personalization may reflect inferences drawn from the information you share with us. We do not use automated processing to make decisions that produce legal effects or similarly significant effects concerning you — for example, decisions about insurance, employment, credit, healthcare access, or eligibility for services. Where applicable law gives you the right to additional information about, or to object to, automated processing, you may exercise that right by contacting us at [email protected].

6. Data Retention

We retain personal data only as long as needed for the purposes described in this Privacy Policy, and we delete or de-identify it when it is no longer needed.

The schedules below apply to specific categories of personal data:

• Account data and Consumer Health Data while your account is active. While your account is active, we retain your account data and Consumer Health Data so we can provide the Services to you.
• Account data and Consumer Health Data after account closure or deletion request. If you delete your account or request deletion of your Consumer Health Data, we will delete it from our active systems within ninety (90) days, and from our backup systems within the next six (6) months as backups rotate. Where applicable state law requires faster deletion, we comply with the shorter applicable timeline.
• AI Inputs and Outputs. Inputs and Outputs you generate within the Services are retained on our systems while your account is active and are deleted with your account on the schedule above. Our AI Provider retains Inputs and Outputs separately for up to thirty (30) days as described in Section 1.4.
• Verification and fraud-detection signals. Information you provide at registration to confirm your identity and age, and technical signals (such as IP addresses and device characteristics) used to detect and prevent fraudulent or duplicate accounts, are retained for up to twenty-four (24) months from collection, then deleted, except where retention is needed for an active fraud or security investigation.
• Server logs and error reports. Operational logs are retained for up to twelve (12) months. Security and fraud-related logs are retained for up to twenty-four (24) months. We configure our error monitoring to exclude the contents of conversations and Consumer Health Data, as described in Section 1.2.
• Marketing-site analytics. Information collected through cookies and similar technologies on our marketing site is retained for up to twenty-four (24) months. See our Cookie Notice for details.
• Payment and tax records. Records related to payments, transactions, and tax compliance are retained for seven (7) years, as required by applicable tax and financial recordkeeping law.
• Aggregated and de-identified information. We may retain aggregated and de-identified information indefinitely, subject to the standards described in Section 2.

We may retain personal data longer than the periods above where retention is required to comply with a specific legal obligation, respond to a lawful request, defend or pursue a legal claim, enforce our agreements, or address an active fraud or security incident. When we retain data under one of these exceptions, we limit the retention to what is needed for the specific purpose and resume the routine retention schedule when the exception no longer applies.

7. Security

We implement reasonable technical, administrative, and organizational measures designed to protect personal data from loss, misuse, and unauthorized access, disclosure, alteration, or destruction. These measures include encryption of data in transit and at rest, access controls, audit logging, and contractual restrictions on service providers. No system is completely secure, however, and we cannot guarantee the security of personal data. Additional security commitments specific to Consumer Health Data are described in Section 11.7.

8. Minors

The Services are intended for users who are eighteen years of age or older. We do not knowingly collect personal data, including Consumer Health Data, from anyone under eighteen, whether directly from them or from another user. We rely on users' representations of their age and the age of any person about whom they record information.

Connected users on the Services must each be eighteen or older. Users may not create accounts on behalf of minors, invite minors to use the Services, enter information about minors as Caregiving Notes, or stage information about minors for transfer to a future minor account.

If you become aware that a minor has provided personal data to us, or that personal data about a minor has been entered into the Services by another user, please contact [email protected] and we will take appropriate steps to delete it.

9. Geographic Availability and Data Transfers

The Services are intended for users located in the United States, excluding Washington State. The Services are not offered to, and are not intended for use by, residents of Washington State. If you are a Washington resident, please do not create an account or use the Services. We use reasonable measures, including IP-based geolocation and account-registration controls, to prevent use of the Services from Washington. If you become a Washington resident after creating an account, please contact us at [email protected] so we can close your account and delete your data in accordance with this Privacy Policy.

If you access the Services from outside the United States, you do so on your own initiative, and your personal data will be transferred to, stored in, and processed in the United States and other jurisdictions, which may have different data protection laws than your jurisdiction. Where required, we use legally valid transfer mechanisms.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. When we make changes, we will update the Effective Date above and provide notice of the change. The type of notice and consent we provide depends on the nature of the change.

Material changes affecting Consumer Health Data. For material changes to our practices regarding Consumer Health Data — including the categories we collect, the purposes for which we use it, the categories of recipients with whom we share it, the AI Provider or other key processors we engage, our retention periods for Consumer Health Data, or the protections in Section 11 — we will provide advance notice (typically thirty (30) days) and ask for your fresh, affirmative consent before the change takes effect. If you do not provide fresh consent within the notice period, your account will be closed and your data will be deleted on the schedule described in Section 6. The prior version of this Privacy Policy will continue to govern data we processed under it before the change.

Other material changes. For material changes to other provisions of this Privacy Policy, we will provide advance notice (such as by email or in-app notice) before the change takes effect. Your continued use of the Services after the updated Privacy Policy takes effect will constitute your acceptance of the updated policy, except where additional consent is required by law.

Non-material changes. For non-material changes — for example, clarifications, updates to contact information, or additions of new state-specific disclosures — we will update the Effective Date and may provide notice within the Services. These changes take effect when posted.

11. Consumer Health Data Privacy Policy

11.1 What is Consumer Health Data

"Consumer Health Data" means personal data that is linked or reasonably linkable to you and that identifies your past, present, or future physical or mental health status. In the context of the Services, Consumer Health Data may include, depending on what you choose to share:

• Insurance coverage details;
• Explanation of Benefits, claims, medical bills, and other insurance or billing statements you upload, including the service descriptions, procedure or diagnosis codes, dates, and dollar amounts they contain;
• Family medical history;
• Allergies;
• Medications and prescriptions;
• Healthcare providers you see;
• Medical conditions and diagnoses;
• Immunization and vaccination records;
• Laboratory, imaging, pathology, and other diagnostic test results, including any genetic test results you choose to upload or enter;
• Health-related questions you ask our AI features and the Outputs you receive in response;
• Other health-related information you submit to your profile or through messages to a connected user;
• Inferences we draw from any of the above, including inferences about your health status, conditions, or care needs that are generated by our AI features or other systems based on the information you share with us.

11.2 How we collect Consumer Health Data

We collect Consumer Health Data only when you voluntarily provide it — by entering it into your profile, uploading a photo or file of a health-related document (such as an insurance card, prescription label, immunization record, laboratory or imaging report, or an Explanation of Benefits or other insurance statement) so that our AI features can read it and either turn it into structured entries you review before saving or explain it to you in plain language, asking our AI features a health-related question, or sending it in a message to a connected user. Documents you upload for this purpose are processed as described in Sections 1.4 and 11.4. We do not purchase Consumer Health Data from data brokers.

11.3 How we use Consumer Health Data

We use Consumer Health Data only for the following purposes:

• To provide, operate, maintain, and personalize the Services for you, including building and personalizing your profile and generating educational AI Outputs;
• To help you complete medical, insurance, or intake forms at your request, by reading a blank form you upload and drafting answers drawn from the information in your account for you to review, edit, download, and share. The blank form you upload and the completed copy are processed only to fulfill your request and are not stored on our servers after the completed form is generated for you;
• To explain an Explanation of Benefits, medical bill, or similar insurance statement you upload, by reading the document and describing in plain language what it says, for example what each line means and what the statement reports as your responsibility, so that you can understand a document you already received. This explanation is educational; it is not a bill, a determination of your benefits, coverage, or the amount you owe, or insurance, legal, tax, or billing advice, and we do not recommend or evaluate any insurance plan;
• To enable health information sharing between connected accounts, in accordance with the privacy controls you configure;
• To respond to your support requests;
• To secure the Services, prevent fraud and abuse, and enforce our Terms of Service;
• To comply with legal obligations;
• With your separate, opt-in consent, to evaluate, test, and improve the Services and our AI features, including by reviewing conversations, training and fine-tuning models and supporting systems that we develop or host ourselves (such as retrieval and classification systems), evaluating the quality of AI Outputs, and refining the prompts and instructions that guide our AI features. We do not use Consumer Health Data to train or fine-tune the AI Provider's models. You may withdraw this consent at any time, and we will not use your Consumer Health Data for these purposes after withdrawal. Withdrawal does not require us to retrain or modify systems already developed using your Consumer Health Data, but we will not include your data in future training or evaluation; and
• For any additional purpose to which you have provided valid consent.

Where session replay is offered and enabled with your consent, the recording is configured to exclude the textual content of Consumer Health Data; we may, however, observe interaction patterns within health-related areas of the Services for usability improvement purposes.

11.4 How we disclose Consumer Health Data

We disclose Consumer Health Data only:

• To service providers and processors that process Consumer Health Data on our behalf under written contracts that limit how they may use it. These include cloud hosting, authentication, error monitoring, and Anthropic PBC, a U.S.-based enterprise AI provider, used to generate AI Outputs. We ask for your permission, in the app and by name, before your information is sent to Anthropic PBC, and you can withdraw that permission at any time under Settings → AI features. Before transmitting your information to the AI Provider, we remove direct identifiers such as your name and account email, except where you ask us to perform a task that inherently requires them. For example, when you use your records to help complete a medical or intake form, identifiers such as your name, date of birth, or member ID are themselves the answers being filled in, so in that case we send only the identifiers needed to produce what you requested. The AI Provider is contractually prohibited from using your information to train its models or for any purpose other than providing inference services to us, and is required to delete the information within thirty (30) days. The AI Provider may permit limited human review of content flagged by automated systems for safety or policy violations;
• To a person you have connected to your account (each of whom must be 18 or older), in accordance with the privacy controls you both configure. We do not disclose your Consumer Health Data to a connected user without your consent, and a connected user does not have access to your profile until you have authorized that access;
• In connection with a merger, acquisition, financing, reorganization, bankruptcy, sale of assets, or similar transaction;
• To governmental, regulatory, judicial, or law-enforcement authorities, in accordance with the procedures described in Section 11.9; and
• With your valid authorization.

We do not sell Consumer Health Data. We do not disclose Consumer Health Data, in-application activity, or any signal that reveals your use of health-related features, to advertising or marketing partners. Conversion events sent for marketing measurement contain only generic account-related information, with no health context.

11.5 Your consent and authorization

Before we collect Consumer Health Data, we ask for your separate, opt-in consent, and we record the date, time, and version of this policy you agreed to. Before we share Consumer Health Data with a third party for purposes other than those listed in Section 11.4, we obtain your separate, valid authorization that meets the requirements of applicable law. You can withdraw your consent or revoke an authorization at any time in your account settings or by emailing [email protected]. Withdrawal does not affect the lawfulness of processing before withdrawal.

When you provide consent to our use of Consumer Health Data, we will identify by name the third-party AI provider that processes Consumer Health Data on our behalf, so that you can review their public privacy and security practices before consenting.

Consent for Service improvement uses. Improvement uses of Consumer Health Data — including human review of conversations, model fine-tuning, retriever training, evaluation, and prompt refinement — require a separate, opt-in consent that is distinct from your consent to use the Services. You may grant or decline this consent without affecting your ability to use the Services, and you may withdraw it at any time in your account settings. We document the date, time, and version of the policy associated with each improvement-use consent. When you grant consent for Service improvement uses, we will explain at the consent moment that data used to train or refine our systems cannot be fully removed from those systems if you later withdraw consent or delete your account. We can and will exclude your data from future training, but components already developed using your data may continue to operate.

11.6 Your rights regarding Consumer Health Data

In addition to the rights in Section 5, you have the following rights with respect to Consumer Health Data:

• The right to confirm whether we are collecting, sharing, or selling your Consumer Health Data (we do not sell it);
• The right to a list of third parties with whom we have shared your Consumer Health Data;
• The right to withdraw consent for our collection or sharing of your Consumer Health Data; and
• The right to request deletion of your Consumer Health Data, subject to legal exceptions and the operational limits described in this section.

Operational limits on deletion of Consumer Health Data. When you request deletion of your Consumer Health Data, we will remove it from our active systems, our backups (subject to the schedule in Section 6), our active training and evaluation datasets, and our retrieval systems. We are not able to remove the influence your Consumer Health Data may have had on AI systems, retrievers, classifiers, or system prompts that were trained or developed before your deletion request. We will exclude your data from any future training, fine-tuning, or evaluation; components already developed using your data may continue to operate. If you are unwilling to accept this limitation, please do not consent to use of your Consumer Health Data for Service improvement under Section 11.5.

To exercise these rights, email [email protected]. We will verify your identity and respond within the period required by applicable law.

11.7 Security of Consumer Health Data

We apply reasonable technical, administrative, and organizational measures to protect Consumer Health Data, including encryption in transit and at rest, access controls, audit logging, and contractual restrictions on service providers. No system is completely secure.

If we discover a breach of unsecured personally identifiable health-related information that triggers the FTC Health Breach Notification Rule (16 CFR Part 318), we will provide notice to affected individuals and the FTC within the timeframes required by that Rule.

11.8 Information about non-users

Some users record information about people who do not have Lineage accounts — for example, family members for whom they provide care. We treat this information as follows:

• Caregiving Notes (information you enter within your own profile about a person you care for) are stored as part of your account. We do not create a separate profile of the other person, and we do not analyze their health independently of your use of the Services.
• Pre-Account Staging Information (information you prepare to share with someone you have invited to join Lineage) is stored only on your device. It is not transmitted to Lineage's servers and is not processed by us until and unless the invited person creates a Lineage account and consents to receive it.

If you are a non-user and become aware that someone has recorded information about you in Lineage, you may contact us at [email protected] to request deletion of that information. We will honor reasonable deletion requests from identified non-users.

11.9 Law Enforcement and Legal Process for Consumer Health Data

Lineage's mission depends on user trust, and we believe your health information should not be casually shared. When we receive a request from a governmental, regulatory, judicial, or law-enforcement authority for Consumer Health Data, we apply the following principles:

• We do not voluntarily disclose Consumer Health Data. We do not provide Consumer Health Data in response to informal requests, voluntary inquiries, or requests not supported by valid legal process. We require valid legal process appropriate to the type of data requested.
• We disclose only what the legal process specifically requires. Where we are compelled to disclose, we provide only the data the legal process specifies, not additional context or related information.
• We notify affected users where we are able to do so. When we receive a request for your Consumer Health Data, we will provide you with notice before disclosing, unless we are prohibited from doing so by law (for example, under a non-disclosure order). Where we are required to delay notice, we will provide it as soon as we are permitted to.
• We do not provide user data to private parties without legal compulsion. We do not respond to informal requests for user data from private companies, civil litigants, or other non-governmental parties.
• We may be required to comply with valid search warrants, court orders, and similar legal process. In those cases we will provide the minimum information the order requires.

11.10 Inferences About Your Health

Our AI features and other systems may generate inferences about your health status, conditions, or care needs based on the information you share with us. For example, if you ask several questions about a particular set of symptoms, our system may infer that you are concerned about a related condition and surface educational content accordingly. We treat these inferences as Consumer Health Data and apply the same protections, consents, and rights to them as we apply to information you provide directly. Inferences are subject to the right to access (Section 11.6), the right to correct (Section 5), and the right to delete (Section 11.6), to the extent technically feasible.

12. State-Specific Disclosures

12.1 California

California residents have the rights described in Section 5, including the rights to know, delete, correct, and opt out of "sale" or "sharing" of personal information and the use of sensitive personal information for purposes beyond those permitted by law. We do not sell personal information for monetary consideration; certain disclosures of identifiers and Technical Information for analytics, personalization, or advertising about our Services may be considered "sale" or "sharing" under California law, and you can opt out by contacting [email protected] or using the cookie controls described in our Cookie Notice. We honor recognized opt-out preference signals (such as Global Privacy Control). We do not knowingly sell or share personal information of consumers under sixteen.

12.2 Other U.S. states

Residents of other states with comprehensive privacy laws (including Virginia, Colorado, Connecticut, Utah, Texas, Oregon, Montana, and others) have rights similar to those described in Section 5, exercisable as described above and subject to applicable legal exceptions and verification requirements.

12.3 Nevada

Nevada residents have the rights described in Sections 5 and 11.6 and may opt out of certain sales of covered information by contacting [email protected].

13. Our Regulatory Status

Lineage Health is a consumer wellness application. We are not a healthcare provider, health plan, or business associate, and HIPAA does not apply to us. The Services are not a medical device and are not intended to diagnose, treat, cure, or prevent any condition.

Our AI features provide health information personalized to what you share with us. They are designed to feel responsive and specific to your situation, but they are not a substitute for professional medical advice, diagnosis, or treatment, and they do not make medical decisions for you. The AI may surface information, suggest topics to discuss with a healthcare provider, or share what is generally known about conditions and care — but it is not your clinician, and it cannot replace one. Always consult a qualified healthcare provider for medical questions or concerns.

14. Contact Us

If you have questions or complaints about this Privacy Policy or our data practices, contact us at:

Lineage Health, Inc.
Email: [email protected]
Privacy inquiries: [email protected]

Terms of Service

1. Agreement to These Terms

These Terms of Service ("Terms") form a binding agreement between you and Lineage Health, Inc., a Delaware corporation ("Lineage," "we," "us," or "our"). They govern your use of our website at lineagehealth.co, our mobile and web applications, and any related services we provide (collectively, the "Service").

These Terms incorporate by reference our Privacy Policy (which includes our Consumer Health Data Privacy Policy in Section 11) and our Cookie Notice. Together, these documents describe how we operate the Service and how we handle information about you.

By creating an account, signing in, or using the Service, you agree to these Terms, our Privacy Policy, and our Cookie Notice. If you do not agree, do not use the Service.

2. Eligibility

By creating an account, you represent that you are at least eighteen (18) years old and that you reside in the United States, excluding the State of Washington. The Service is not offered to minors or to residents of Washington State. You also represent that the information you provide at signup is accurate and that you will keep it accurate.

If you become a Washington resident after creating an account, please contact us at [email protected] so we can close your account and delete your data in accordance with our Privacy Policy.

3. Your Account

Each Lineage account belongs to the individual who creates it. You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account. Notify us promptly if you believe your account has been accessed without your authorization.

You can connect your account to other adult Lineage users — such as a family member or a trusted person who is also at least eighteen — to share information you choose with them. You may connect more than one supporter, and a supporter you connect may also support other people through their own account. You decide what each connected user can see and can remove their access at any time. Connected users have no rights to your information beyond what you have specifically authorized them to view.

Where you authorize it, a connected supporter may add or contribute information to your account, such as records or notes. Any information a supporter adds is attributed to them, and you can review, edit, or remove it and revoke their access at any time. You remain in control of your account, and a supporter's authorization to view or contribute does not transfer ownership of your information to them.

If you record information in your account about a person you care for who does not have a Lineage account, that information is treated as part of your own profile under our Caregiving Notes feature, as described in our Privacy Policy. You may not use Caregiving Notes to record information about minors or about persons who have asked you not to.

You may close your account at any time through the in-app settings or by emailing us at [email protected]. We may suspend or close your account in accordance with Section 16 (Termination).

4. Subscriptions, Trials, and Billing

4.1 How the Service is offered

The Service is offered as a paid subscription. We may offer monthly and annual subscription tiers. Current pricing for each tier is shown at the point of purchase and in the in-app settings.

If you support one or more connected people, a single subscription may cover each connected account you choose to support, and the price shown at purchase reflects the number of supported accounts. The person who sets up and pays for a subscription manages its billing, renewal, and cancellation. Each account is covered by one subscription at a time; if a supported person already has their own active subscription, yours will not duplicate it.

4.2 Free trials

We may offer new users a free trial period of seven (7) days. To start a trial, you will be asked to provide payment information before the trial begins. We will not charge your payment method during the trial. If you do not cancel before the trial ends, the trial will automatically convert to a paid subscription at the price displayed at signup, charged to the payment method you provided.

We will send you an email reminder at least three (3) days before your free trial converts to a paid subscription, with instructions for cancellation. You may also cancel at any time during the trial through in-app settings or by visiting our website.

4.3 Auto-renewal of paid subscriptions

Your subscription will automatically renew at the end of each subscription period (monthly or annually) at the then-current renewal price, unless you cancel before the renewal date.

By starting a paid subscription, you authorize Lineage and our payment processor to charge your payment method on file at the start of each renewal period. Renewal terms (monthly subscriptions renew monthly; annual subscriptions renew annually) continue until you cancel.

For annual subscriptions, we will send you a reminder email at least thirty (30) days before each renewal, identifying the renewal date and the amount that will be charged. You can cancel at any time before the renewal.

4.4 Cancellation

You can cancel your subscription at any time. We provide cancellation through any medium in which you can sign up for the Service, including:

• Through the website at lineagehealth.co (account settings); and
• Through the mobile application (in-app settings).

Cancellation requires no more steps than signup. Once you cancel, your subscription will continue through the end of the period you have already paid for, after which it will not renew. You will not be charged again unless you reactivate your account.

4.5 Refunds

Monthly subscriptions: we do not provide refunds for monthly subscription fees that have already been charged. If you cancel a monthly subscription, you will retain access through the end of the month you have paid for and will not be charged again.

Annual subscriptions: you may request a full refund of an annual subscription fee within seven (7) days of the original purchase or each annual renewal. After the seven-day window, annual subscription fees are non-refundable. To request a refund, email us at [email protected] with the subject line "Refund Request."

Free trials: because we do not charge during the free trial period, no refund is issued if you cancel during the trial. If your trial converts to a paid subscription and you cancel after conversion, the applicable refund rule above will apply.

4.6 Price changes

We may change subscription prices from time to time. If we change the price for a tier you are subscribed to, we will provide you with notice at least thirty (30) days before the change takes effect for your subscription. The new price will apply at your next renewal after the notice period. If you do not agree to the new price, you may cancel before the renewal date.

4.7 Payment processing

We use third-party payment processors to handle billing. By providing payment information, you agree to the payment processor's terms in addition to these Terms. We do not store full payment card numbers ourselves; our payment processor handles that information. We may receive limited information about your payment method (such as the last four digits and expiration date) for account management purposes.

5. Acceptable Use

You agree to use the Service only for lawful purposes and only as permitted by these Terms. You agree not to:

• Violate any law or regulation, or use the Service in connection with any illegal activity;
• Provide false or misleading information at signup or in your profile;
• Record information about another person in the Service if you do not have authority to do so, or against the wishes of that person if known to you;
• Use the Service to make medical decisions on behalf of another person, or to hold out AI Outputs as if they were the advice of a licensed healthcare professional;
• Use the Service to harass, intimidate, surveil, or coerce another person, including a connected user;
• Attempt to access another user's account, our systems, or any data without authorization;
• Scrape, crawl, or use automated tools to access or extract data from the Service without our written permission;
• Reverse engineer, decompile, or attempt to extract source code from the Service, except as expressly permitted by applicable law;
• Use the Service or any data obtained from it to develop a competing product or service;
• Upload viruses, malware, or anything else that could damage, disable, or impair the Service;
• Bulk extract or aggregate health information for purposes other than your own personal use;
• Take any action that imposes an unreasonable load on our infrastructure;
• Bypass, disable, or interfere with security features of the Service.

We may suspend or terminate accounts that violate this section, in accordance with Section 16.

6. Health Information You Share

The Service allows you to record information about insurance, family medical history, allergies, medications, immunizations, healthcare providers, medical conditions, and laboratory, imaging, and other test results, and to ask our AI features questions about your health. You may also upload photos or files of health-related documents (such as an insurance card, prescription, immunization record, or lab or imaging report) so our AI features can read them and suggest structured entries for you to review, edit, and save. You decide what to share. You are responsible for the accuracy of the information you provide, including reviewing any information our AI features extract from an uploaded document before you save it; automated reading of documents may be incomplete or inaccurate, and the Service relies on what you tell us, so inaccurate or unverified information may produce inaccurate or misleading Outputs.

You may also upload a blank medical, insurance, or intake form and ask our AI features to help complete it using the information in your account. This produces a self-reported draft, generated by automated tools, that is assembled for you to review before you download, share, or submit it. The draft may be incomplete or contain errors, including answers placed in the wrong location, and it is not medical advice or a substitute for professional review. You are responsible for checking every answer for accuracy and completeness before submitting the form to any provider or other third party.

You may also upload an Explanation of Benefits, a medical bill, or a similar insurance statement and ask our AI features to explain it in plain language. This produces an educational summary of a document you already received, generated by automated tools that may misread amounts or other details. It is not a bill and does not change what you owe, it is not a determination of your benefits, your coverage, or the amount you owe, and it is not insurance, legal, tax, or billing advice. We do not recommend, evaluate, or help you choose any insurance plan. You are responsible for verifying any amount against your plan documents and the actual bill from your provider, and for contacting your insurer, your provider, or a licensed professional with questions about a specific charge, claim, or coverage decision.

The Service may also let you connect a patient portal or electronic health record account you already hold with a healthcare provider, health system, or college or university student health service (such as Epic MyChart or Oracle Health) so the Service can import your health records into your account. If you choose to connect a source, you authorize us — and a third-party health-record connectivity provider acting on our behalf — to access and retrieve, on a read-only basis, the records you select from that source and import them into your account for your personal use. You represent that the account you connect is your own and that you are authorized to access and import those records. Your use of the patient portal itself remains governed by that provider's or health system's own terms and privacy policies, which we do not control. Records imported this way become self-reported information in your account, may be incomplete or out of date relative to your provider's records, and are subject to the same limits and disclaimers as the other health information you share. We do not write to, alter, or transmit anything back to your patient portal, and you can disconnect a connected source at any time in your account settings.

How we collect, use, share, and protect health information — and the specific consents we collect for those uses — is described in our Privacy Policy, including the Consumer Health Data Privacy Policy in Section 11. You can withdraw consent and request deletion of your health information at any time, subject to the limits described in our Privacy Policy.

7. Messaging and Connected Users

The Service allows you to exchange messages with connected users you have added to your account. By using messaging, you agree that we transmit and store these messages. Messages are encrypted in transit and at rest. The Service is not designed for confidential professional communications; do not send anything you would not want stored or, in unusual circumstances such as legal process, disclosed under the limits described in our Privacy Policy.

Connected users are bound by the same restrictions in Section 5 with respect to information you share with them. We are not responsible for how a connected user handles information you share with them outside the Service.

8. AI Features and Their Limits

The Service includes artificial intelligence features that respond to your questions and personalize information based on what you share with us ("AI Outputs"). AI Outputs are designed to feel responsive and specific to your situation, but they have important limits you should understand:

• AI Outputs may be inaccurate, incomplete, or out of date. AI systems can produce content that sounds confident but is wrong, including about medications, conditions, or care.
• AI Outputs are not reviewed by a healthcare professional before they reach you.
• AI Outputs are based on what you share with us; if your information is incomplete or inaccurate, the Outputs will reflect those gaps.
• AI Outputs may be based on training data that does not reflect the most current medical guidelines or your specific clinical context.
• AI Outputs cannot account for the full range of factors a clinician considers in your specific situation.

Do not rely on AI Outputs as a basis for medical decisions without verifying the information with a qualified healthcare professional. AI Outputs are educational and informational only.

9. Insurance Information

The Service may provide general information about how health insurance works — for example, what a deductible is, how in-network and out-of-network providers differ, or how to read an Explanation of Benefits. We do not recommend specific insurance plans, sell insurance, or provide insurance brokerage services. Lineage is not a licensed insurance broker, and the Service does not constitute insurance brokering, advice, or solicitation under the laws of any state.

For decisions about insurance coverage, the suitability of specific plans, claims, or appeals, please consult a licensed insurance broker, your insurance company, or your state insurance department.

10. Not Medical Advice

Lineage is a consumer wellness platform. We are not a healthcare provider, and the Service does not diagnose, treat, cure, or prevent any condition. The Service is for educational and informational purposes only. Nothing in the Service — including AI Outputs, information about healthcare providers, or content about medical conditions — is a substitute for professional medical advice, diagnosis, or treatment.

Always consult a qualified healthcare provider for medical decisions. If a healthcare provider gives you advice that conflicts with the Service, follow the healthcare provider.

11. Emergencies

12. Intellectual Property

12.1 Our intellectual property

All content and materials that are part of the Service — including text, graphics, logos, software, designs, and any other content provided by Lineage — are owned by Lineage or our licensors and are protected by copyright, trademark, and other intellectual property laws. We grant you a limited, non-exclusive, non-transferable, revocable license to access and use the Service for your personal, non-commercial purposes, subject to these Terms. We do not grant you any other rights in our intellectual property.

12.2 Your information and Inputs

You retain all rights to the information you submit to the Service, including the questions, prompts, and content you provide to our AI features ("Inputs"). By submitting Inputs, you grant Lineage a non-exclusive, royalty-free, worldwide license to host, store, transmit, process, analyze, and display your Inputs for the purposes described in our Privacy Policy. This license includes the right to use your Inputs to provide the Service to you. Where you have provided the relevant consents described in our Privacy Policy, this license also includes the right to use your Inputs to evaluate and improve the Service, train and refine our AI systems and supporting components, and develop new features. We do not use your Inputs to train the AI Provider's models, as described in our Privacy Policy.

12.3 AI Outputs

AI Outputs are generated based on your Inputs. As between you and Lineage, you may use AI Outputs for your own personal, non-commercial purposes. We retain ownership of the underlying systems that generate AI Outputs, and AI Outputs may be similar or identical across users who provide similar Inputs. We do not claim copyright over AI Outputs as such, and you may not claim that any AI Output is exclusively yours; AI Outputs are not original creative works in the traditional sense.

You agree not to (a) hold AI Outputs out as the advice or work product of a licensed professional, (b) use AI Outputs to make decisions on behalf of another person without that person's informed agreement, or (c) republish AI Outputs in a manner that suggests they are professional medical advice.

12.4 Feedback

If you provide us with suggestions, comments, ideas, or other feedback about the Service ("Feedback"), you grant us a non-exclusive, royalty-free, perpetual, irrevocable, worldwide license to use, copy, modify, and incorporate your Feedback into the Service without compensation or attribution to you.

13. Third-Party Services and Links

The Service may include links to third-party websites or services, or may incorporate services provided by third parties (such as our AI Provider, payment processor, or analytics services). We are not responsible for the content, terms, or practices of third parties. Inclusion of a link or use of a third-party service does not mean we endorse it. Your interactions with third parties are governed by their terms and policies, not ours.

14. No Warranties

We do not warrant that the Service will be uninterrupted, error-free, or secure; that defects will be corrected; that AI Outputs will be accurate or reliable; or that the Service will meet your expectations. You use the Service at your own risk.

Some jurisdictions do not allow the exclusion of certain warranties. To the extent that we cannot disclaim a warranty in your jurisdiction, the scope and duration of that warranty will be the minimum permitted under applicable law.

15. Limitation of Liability

Some jurisdictions do not allow the limitation or exclusion of liability for certain damages. The limitations in this section do not apply to liability that cannot be limited under applicable law, including liability for gross negligence, willful misconduct, fraud, or personal injury caused by our negligence.

16. Termination

16.1 Termination by you

You may stop using the Service and delete your account at any time. Cancellation of a subscription is governed by Section 4.4.

16.2 Termination by us

We may suspend or terminate your account, with or without notice, if:

• You materially violate these Terms, including the acceptable use restrictions in Section 5;
• Your account is implicated in fraud, abuse, or a security incident;
• We are required to do so by law or legal process; or
• We discontinue the Service generally.

Where reasonable and permitted, we will provide notice before terminating your account so you can export your information, request deletion of your data, or appeal the termination by contacting [email protected]. We may terminate without prior notice if we determine that immediate termination is necessary to protect the Service, our users, or third parties.

16.3 Effect of termination

On termination, your right to access the Service ends. We will delete your data on the schedule described in our Privacy Policy. The following sections survive termination: Sections 5 (Acceptable Use), 6 (Health Information), 12 (Intellectual Property), 14 (No Warranties), 15 (Limitation of Liability), 18 (Arbitration), 19 (Governing Law), and 20 (Miscellaneous).

17. Changes to These Terms

We may update these Terms from time to time. The type of notice and acceptance we provide depends on the nature of the change.

Material changes: for material changes — such as changes to subscription terms, the arbitration clause, the limitation of liability, or other significant rights or obligations — we will provide advance notice of at least thirty (30) days, by email and through the Service. The change will take effect at the end of the notice period. By continuing to use the Service after the change takes effect, you accept the updated Terms. If you do not accept, you may cancel your account before the change takes effect.

Material changes affecting Consumer Health Data are governed by Section 10 of our Privacy Policy and may require fresh affirmative consent.

Non-material changes: for non-material changes — such as clarifications, formatting updates, or new state-specific disclosures — we will update the Effective Date at the top of these Terms. These changes take effect when posted.

18. Arbitration and Class Action Waiver

18.1 Informal dispute resolution first

Before initiating arbitration, you agree to first contact us in writing at [email protected] with a description of the dispute, your contact information, and the relief you are seeking (a "Notice of Dispute"). We agree to do the same if we have a dispute with you, by sending a Notice of Dispute to your email address on file. We will work in good faith to resolve the dispute informally for a period of ninety (90) days from the date of the Notice of Dispute. Neither party may commence arbitration during this informal resolution period. The informal resolution period may be extended by mutual written agreement.

18.2 Agreement to arbitrate

If we cannot resolve a dispute informally within the ninety-day period, you and Lineage agree to resolve any dispute, claim, or controversy arising out of or relating to these Terms or the Service through binding individual arbitration administered by the American Arbitration Association ("AAA") under its Consumer Arbitration Rules then in effect. The AAA Consumer Arbitration Rules are available at adr.org. The arbitrator's decision will be final and binding.

18.3 Remote arbitration

Arbitration will be conducted remotely (by document submission, telephone, and video conference) unless either party requests an in-person hearing and the arbitrator agrees that in-person proceedings are appropriate. If an in-person hearing is held, it will take place at a location as determined by the AAA.

18.4 Class action waiver

You and Lineage agree that each party may bring claims against the other only on an individual basis and not as a plaintiff or class member in any purported class, collective, or representative action.

The arbitrator may award relief only on an individual basis and may not consolidate the claims of multiple persons or preside over any form of class or representative proceeding. If a court decides that this class action waiver is unenforceable for a particular claim, that claim (and only that claim) will be severed from the arbitration and may proceed in court; the remaining claims will continue in arbitration.

18.5 Carve-outs

This arbitration agreement does not apply to:

• Claims that may be brought in small claims court, provided the claim remains in small claims court and is not removed or appealed to a court of general jurisdiction;
• Claims for injunctive relief to protect intellectual property rights (including unauthorized use of our trademarks, copyrights, or trade secrets), which may be brought in court; and
• Any claim that cannot be arbitrated as a matter of applicable law.

18.6 Opt-out

You can opt out of this arbitration agreement by sending us a written opt-out notice within thirty (30) days of creating your account. The opt-out notice must include your name, the email address associated with your account, and a clear statement that you do not wish to be bound by the arbitration agreement. Send your opt-out notice to [email protected] with the subject line "Arbitration Opt-Out." If you opt out, the arbitration agreement and class action waiver in this Section 18 will not apply to you, but the rest of these Terms will continue to apply.

18.7 Mass arbitration

If twenty-five (25) or more substantially similar arbitration demands are submitted by or on behalf of users represented by the same or coordinated counsel within a sixty-day period, the parties agree that the demands will be processed in batches under AAA's mass arbitration procedures, which may include batching, staggered filing, and bellwether proceedings. The parties agree to cooperate in good faith with AAA's administration of mass arbitrations and acknowledge that this may extend the time required to resolve individual disputes.

18.8 Fees

Filing fees, arbitrator fees, and other arbitration costs will be allocated as provided in AAA's Consumer Arbitration Rules. The party initiating arbitration is responsible for the filing fee provided in those rules; the remaining costs will be paid as the rules require.

18.9 Severability of arbitration provisions

If any provision of this Section 18 is found to be unenforceable, the unenforceable provision will be severed and the remaining provisions of this Section 18 will continue in effect, except that if the class action waiver in Section 18.4 is found unenforceable as to a claim that may not be brought in small claims court, that claim will be severed from arbitration and may be brought in court.

19. Governing Law

These Terms are governed by the laws of the State of Delaware, without regard to its conflict-of-laws principles. The arbitration clause in Section 18 is governed by the Federal Arbitration Act. Nothing in this section limits the application of consumer-protection laws of the state where you reside, which may give you additional rights.

20. Miscellaneous

20.1 Entire agreement

These Terms, together with our Privacy Policy and Cookie Notice, are the entire agreement between you and Lineage regarding the Service and supersede any prior agreements or communications.

20.2 Severability

If any provision of these Terms is found to be unenforceable, the unenforceable provision will be modified to the minimum extent necessary to make it enforceable, or if that is not possible, severed. The remaining provisions will continue in full force and effect.

20.3 No waiver

Our failure to enforce any provision of these Terms is not a waiver of that provision. No waiver is effective unless in writing and signed by us.

20.4 Assignment

You may not assign or transfer these Terms or your account to anyone else without our prior written consent. We may assign these Terms in connection with a merger, acquisition, sale of assets, or similar transaction, or to any affiliate.

20.5 Notices

We may give you notice through the Service, by email to the email address associated with your account, or by other reasonable means. Notices to us should be sent to [email protected].

20.6 Force majeure

We are not liable for any delay or failure to perform resulting from causes outside our reasonable control, including acts of God, natural disasters, epidemics, war, terrorism, civil unrest, government action, labor disputes, infrastructure failures, or third-party service failures.

20.7 Relationship of the parties

These Terms do not create any partnership, joint venture, agency, employment, or fiduciary relationship between you and Lineage.

20.8 Headings

Section headings are for convenience only and do not affect the interpretation of these Terms.

21. Contact Us

If you have questions about these Terms of Service, contact us at:

Lineage Health, Inc.
Email: [email protected]
Terms of service inquiries: [email protected]

Cookie Notice

This Cookie Notice explains how Lineage Health, Inc. ("Lineage," "we," "us," or "our") uses cookies and similar technologies on our marketing website (the "Site") and within our authenticated mobile and web applications (the "Platform"). This Cookie Notice supplements our Privacy Policy and should be read together with it.

We treat the Site and the Platform differently. The Site uses certain third-party cookies and similar technologies for marketing measurement; the Platform does not use third-party advertising cookies or pixels. Sections 2 and 3 below describe each environment in detail.

1. What Are Cookies and Similar Technologies?

"Cookies" are small text files that a website stores on your device. "Similar technologies" include pixels (small invisible images that load when you view a page), software development kits or SDKs (code embedded in mobile apps), local storage, and similar tools that store or retrieve information on your device.

Cookies and similar technologies fall into two general categories based on who sets them:

• First-party — set directly by Lineage on a domain we operate.
• Third-party — set by other companies whose services we use, such as analytics providers and advertising platforms.

They also fall into categories based on their purpose, which we describe below.

2. Cookies and Similar Technologies on Our Marketing Site

Our marketing site is publicly accessible and is where we describe Lineage and direct potential users to sign up. The Site uses several categories of cookies and similar technologies:

2.1 Strictly necessary

These cookies are required for the Site to function. They include cookies that maintain your session, store your cookie preferences, prevent fraud, and ensure security. Strictly necessary cookies cannot be disabled because the Site cannot function without them.

2.2 Analytics

We use a marketing analytics service to understand how visitors use the Site — for example, which pages they view, where they came from, and how they navigate. This helps us improve the Site and measure the effectiveness of our content. Our analytics service may set first-party or third-party cookies on the Site for this purpose.

2.3 Advertising and conversion measurement

We use advertising and conversion-tracking technologies provided by major social media platforms, search advertising networks, and professional networking platforms to:

• Measure the effectiveness of our marketing campaigns (for example, how many people who saw an ad later signed up for Lineage);
• Build audiences of people who have visited our Site so we can show them relevant ads on the platforms where they spend time; and
• Help advertising platforms find people similar to our existing visitors.

These technologies set cookies and pixels on the Site that are read by the relevant platforms. They are not used inside the Platform.

2.4 What we do not do on the Site

We do not collect health information on the Site, and we do not configure any advertising or analytics tool to receive health information from the Site. The Site is for general marketing only; the Platform is where any health interaction occurs.

2.5 Categories of cookies on the Site

The table below summarizes the categories of cookies and similar technologies we use on the Site. Specific cookie names and durations may change as we update our Site; the categories below describe what is currently in use.

3. Cookies and Similar Technologies in Our Platform

Our Platform is the authenticated environment where you interact with the Services after creating an account. We treat the Platform with stricter limits than the Site:

3.1 Strictly necessary

These cookies and similar technologies are required for the Platform to function. They include items that maintain your authenticated session, prevent fraud and abuse, ensure security, and remember your preferences. They cannot be disabled.

3.2 First-party product analytics

We use a product analytics tool to understand how features of the Platform are used — for example, which features are most-used and where users encounter friction. This tool collects only the events we have explicitly defined; it does not automatically capture all interactions, and it does not record the contents of your conversations or profile.

3.3 What we do not do in the Platform

We do not use third-party advertising cookies, pixels, or tags inside the Platform. Specifically:

• We do not run advertising platform pixels (such as those operated by social media platforms or search advertising networks) inside the Platform;
• We do not share information about your interactions with the Platform with advertising platforms;
• We do not build advertising audiences based on your behavior inside the Platform; and
• We do not retarget you with ads based on what you do inside the Platform.

If you have signed up for Lineage, we may send a server-side conversion event ("account signup") to advertising platforms to measure the effectiveness of marketing that brought you to us. This event contains only generic account-related information and no health context. See our Privacy Policy, Section 11, for more on how we protect Consumer Health Data.

4. Your Choices

You can control cookies and similar technologies through several mechanisms:

4.1 Cookie controls on our Site

When you visit the Site, you will see cookie controls that allow you to accept or decline non-essential cookies. You can return to these controls at any time by clicking the "Cookie Settings" link in the Site footer. Strictly necessary cookies cannot be declined.

4.2 Browser controls

Most web browsers allow you to manage cookies through their settings. You can usually find these settings in the "Options," "Preferences," or "Settings" menu of your browser. Browsers also allow you to delete cookies that have already been stored. Note that disabling cookies through your browser may affect how the Site or Platform functions.

4.3 Global Privacy Control

We honor the Global Privacy Control ("GPC") signal where required by law. If your browser sends a GPC signal when you visit our Site, we will treat that signal as an opt-out of analytics and advertising cookies on the Site, including those used for cross-context behavioral advertising. You can learn more about GPC at globalprivacycontrol.org.

4.4 Opt-out tools provided by advertising platforms

In addition to the controls we offer, you can opt out of certain advertising-platform tracking through tools the platforms provide directly. Many platforms offer an "ad preferences" or "ad settings" page in your account on the platform, and industry self-regulatory programs offer opt-out tools at:

• optout.aboutads.info (Digital Advertising Alliance)
• networkadvertising.org/choices (Network Advertising Initiative)
• youradchoices.com (Your Ad Choices)

4.5 Mobile device controls

If you use the Platform on a mobile device, you can limit ad tracking through your device settings:

• iOS: Settings → Privacy & Security → Tracking, and Settings → Privacy & Security → Apple Advertising.
• Android: Settings → Google → Ads, where you can reset your advertising ID or opt out of ads personalization.

5. Do Not Track

Some browsers offer a "Do Not Track" ("DNT") signal. There is currently no industry consensus on how to interpret DNT signals, and we do not respond to DNT signals at this time. We do, however, honor the Global Privacy Control signal as described in Section 4.3.

6. Changes to This Cookie Notice

We may update this Cookie Notice from time to time to reflect changes to the cookies and similar technologies we use, or to comply with applicable law. When we make changes, we will update the Effective Date at the top of this Cookie Notice. For material changes, we will provide additional notice (such as through the cookie controls on our Site).

7. Contact Us

If you have questions about this Cookie Notice, please contact us:

Lineage Health, Inc.
Email: [email protected]
Cookie inquiries: [email protected]

The Lineage Health blog