Privacy Policy
How LumityCare collects, uses, stores, and protects the information you share when you book a ride or contact us.
Who we are
LumityCare Medical Transport LLC (“LumityCare,” “we,” “us”) is a non-emergency medical transportation provider serving Greater Chicagoland — Cook, Lake, DuPage, and Kane counties. We are a private-pay service: we do not bill insurance, Medicaid, or Medicare. This notice covers information collected through our website (lumitycare.com), our phone line (224-531-8011), and direct conversations with our dispatch team.
What we collect
When you book a ride or send us a message, you typically share passenger details (name, date of birth, mobility considerations such as oxygen, walker, wheelchair, or cognitive support); contact details (name and phone of the person booking, email address, and the relationship between booker and passenger — e.g. caregiver, family member, case manager); trip details (pickup and drop-off addresses, appointment date and time, level of assistance needed); and payment details (credit card, ACH, or Zelle information processed by our payment partner — full card numbers are never stored on our systems). We collect only what we need to coordinate your ride safely. If a field on our form is optional, you can leave it blank.
How we use your information
We use the information you share to confirm your ride and send pickup or drop-off notifications; to match you with an appropriate driver and vehicle, especially for wheelchair or higher-assistance trips; to send written quotes, receipts, and reimbursement-friendly documentation; to contact you about changes to your booking, the appointment, or our coverage; and to maintain records required for tax filings, insurance compliance, and safety reviews. We do not sell your information, share it with marketers, or use it for advertising. If you didn’t book a ride with us, you won’t hear from us.
HIPAA compliance
LumityCare complies with HIPAA standards in the handling of customer information. We treat all personal and health-related information you share with us — passenger names, dates of birth, mobility considerations, and the addresses of medical facilities you visit — with the confidentiality, integrity, and security required by federal health privacy law. Access is limited to the LumityCare team members who need the information to coordinate your ride, and information is stored on password-protected, secured systems.
When LumityCare partners with HIPAA-covered entities — such as hospitals, skilled nursing facilities, home health agencies, or dialysis centers that share patient information with us to coordinate transportation — we sign Business Associate Agreements (BAAs) and follow all HIPAA Privacy and Security Rule obligations that apply to our role as a business associate. If you are a facility partner and need a BAA on file before sharing patient information, please contact us at info@lumitycare.com.
Who can see your information
Three groups, and only three: the LumityCare team (our owner, our dispatch, and the driver assigned to your ride); service providers we rely on to run the business (our payment processor, our website hosting provider, and the form service that receives website submissions — Formspree); and authorities, if required by law (e.g. a court order, a safety investigation, or a tax audit). We do not share your data with accountants, brokers, advertisers, or any third party outside of what’s listed above without your explicit permission.
Where we store it
Your booking and contact information lives in the email inbox at info@lumitycare.com (hosted by Google) and in a private Google Sheet maintained by our team for ride scheduling, dispatch, and follow-up. Both are protected by Google’s enterprise security and accessed only by authorized LumityCare team members signed in to LumityCare-managed accounts. We do not store customer data on personal phones, unsecured laptops, or any device that isn’t password-protected.
How long we keep it
We retain booking and contact records for seven (7) years. This is the standard retention period that matches IRS tax record requirements and most insurance liability windows. After seven years, records are deleted on a rolling basis. You can request earlier deletion at any time (see Your rights below) and we will honor the request unless we are legally required to retain the data for a specific period.
Your rights
At any time, you can ask us to show you what information we have on you, correct any information that is inaccurate, delete your information (subject to the seven-year retention requirements above), or stop contacting you — other than messages required for an active ride in progress. Send your request to info@lumitycare.com or call us at 224-531-8011. We respond to privacy requests within 30 days; most are resolved within one business day. If you are an Illinois resident, you also have rights under Illinois privacy law. We do not collect biometric information (fingerprints, facial scans, voiceprints, etc.), so the Illinois Biometric Information Privacy Act (BIPA) does not typically apply to us.
Third-party services we use
Our website and operations rely on a small set of outside services. Each has its own privacy policy that governs how it handles data. Formspree processes the form submissions from our website (booking form, contact form) — see the Formspree Privacy Policy. Google Maps Platform powers address autocomplete and distance calculation when you book, and Google Workspace (Gmail and Sheets) is where we manage bookings — both covered by the Google Privacy Policy. Stripe processes card and ACH payments, securely stores cards on file for follow-up charges (e.g. mileage adjustments after the ride), and generates itemized receipts. Stripe is certified as a PCI Service Provider Level 1, the highest level of payment-security certification — full card numbers are never stored on LumityCare systems. See the Stripe Privacy Policy.
Cookies and tracking
Our website does not currently use analytics cookies, tracking pixels, advertising trackers, or remarketing tools. There is no Google Analytics tag, no Facebook pixel, and no “people who viewed this also viewed…” technology on our site. The only browser storage our site uses is small, functional information — for example, remembering that a confirmation message has been shown. These do not identify you and are not shared with anyone. If we add basic analytics in the future to understand how visitors use the site, we will update this notice. Any analytics we adopt will be privacy-respecting and will not collect personal identifiers.
Children’s privacy
Our service is intended for adults, though we recognize children sometimes ride along (e.g. a child accompanying a parent to a medical appointment). We do not knowingly collect detailed personal information about children under 13 through our website. If you believe we have inadvertently collected such information, please contact us at info@lumitycare.com and we will delete it promptly.
Changes to this policy
We may update this policy as our business grows or as the law evolves. The “Last updated” date at the top of this page will reflect the most recent change. For material changes — for example, a new category of data we collect, or a new third party we share with — we will do our best to notify recent customers by email.
Contact us
Questions about your data, this policy, or how we handle information? Email info@lumitycare.com or call 224-531-8011. We respond within one business day.