WellnessWellnessEpicenter is operated by Illumination Lab LLC, a Florida limited liability company ("Illumination Lab," "we," "us," or "our"). This Privacy Policy explains how we collect, use, disclose, and safeguard information when a chiropractic practice ("you," "your practice," or "Customer") uses WellnessEpicenter, and how information about a Customer's patients is handled on the Customer's behalf. This policy is governed by the laws of the State of Florida.
1. Scope and Roles
WellnessEpicenter is a growth and retention platform for chiropractic practices — automated recall, no-show recovery, patient reactivation, and AI-assisted front-desk communication. WellnessEpicenter is not an electronic health record (EHR) and does not store or process clinical chart data, SOAP notes, diagnoses, treatment records, or insurance claims. With respect to the Customer's own information (account, billing, and usage data), Illumination Lab acts as a data controller. With respect to patient contact and communication information a Customer uploads or connects to the platform, Illumination Lab acts as a data processor / service provider on the Customer's behalf, and, where patient information constitutes Protected Health Information (PHI) under HIPAA, as a Business Associate as described in Section 8.
2. Information We Collect
Account and billing information: name, email, phone number, practice name, and payment details processed through our payment processor.
Patient contact information (provided by the Customer): patient name, phone number, email address, appointment history, communication history (calls, texts, chats), and care-plan/recall status necessary to operate scheduling, recall, reactivation, and reputation-management features. We do not receive or store clinical notes, diagnoses, or billing codes.
Usage and device information: IP address, browser type, pages visited, and interactions with the platform and website, collected automatically via cookies and similar technologies.
Communications: call recordings, call transcripts, and message content processed through Voice AI and Conversation AI, to the extent the Customer has enabled those features.
3. How We Use Information
- To provide, operate, and maintain the WellnessEpicenter platform, including scheduling, recall, no-show recovery, reactivation, and AI phone/chat coverage
- To process payments and manage Customer accounts
- To communicate with Customers about their account, updates, and support
- To monitor, secure, and improve the platform
- To comply with legal obligations
We do not sell personal information or patient information. We do not use patient information collected on a Customer's behalf for our own independent marketing purposes.
4. How We Share Information
We share information with subprocessors that help us operate the platform — including cloud hosting, telephony/SMS infrastructure, AI model providers used to power Voice AI and Conversation AI, and payment processing — each bound by confidentiality and data-protection obligations. We may disclose information if required by law, subpoena, or legal process, or to protect the rights, property, or safety of Illumination Lab, our Customers, or others. We do not sell or rent personal information or patient information to third parties.
5. Data Retention
We retain Customer account information for as long as the account is active and for a reasonable period afterward to comply with legal, accounting, and tax obligations. We retain patient contact and communication information processed on a Customer's behalf for as long as the Customer's account is active, or until the Customer instructs us to delete it, subject to any legal retention requirements. Call recordings and message logs are retained according to the Customer's platform settings and applicable law.
6. Cookies and Tracking Technologies
Our website uses cookies and similar technologies to operate core functionality, remember preferences, and understand aggregate site usage. You can control cookies through your browser settings; disabling cookies may affect site functionality. We do not use cookies to sell personal information.
7. Your Rights (GDPR & CCPA)
Depending on your location, you may have rights to access, correct, delete, or receive a copy of your personal information, and to object to or restrict certain processing. California residents have rights under the California Consumer Privacy Act (CCPA), including the right to know what personal information is collected, the right to request deletion, and the right to non-discrimination for exercising these rights — noting that we do not sell personal information. Residents of the European Economic Area, UK, and Switzerland have rights under the General Data Protection Regulation (GDPR), including the right of access, rectification, erasure, restriction, data portability, and objection. To exercise any of these rights, contact us at clients@illuminationlab.io. Where a request concerns patient information processed on behalf of a chiropractic practice, we will direct the request to the practice as the data controller, consistent with our role as a processor / Business Associate.
8. HIPAA Business Associate Terms
Because WellnessEpicenter processes patient contact and communication information on behalf of chiropractic practices that are HIPAA Covered Entities, Illumination Lab LLC acts as a Business Associate with respect to any Protected Health Information (PHI) it creates, receives, maintains, or transmits on a Customer's behalf. We enter into a Business Associate Agreement (BAA) with Customers upon request, and we:
- Implement administrative, physical, and technical safeguards to protect PHI consistent with the HIPAA Security Rule
- Use and disclose PHI only as permitted by the BAA and applicable law, and only to perform the services requested by the Customer
- Report any security incident or breach of unsecured PHI to the Customer without unreasonable delay
- Ensure any subcontractor that has access to PHI agrees to equivalent restrictions and safeguards
- Make PHI available to the Customer as needed to fulfill patient access and amendment rights under HIPAA
WellnessEpicenter is not a certified electronic health record and does not perform clinical charting, coding, or insurance claims processing. Clinical chart data remains in the Customer's own EHR or practice-management system at all times.
9. Data Security
We use industry-standard technical and organizational measures — including encryption in transit, access controls, and monitoring — to protect information against unauthorized access, alteration, disclosure, or destruction. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.
10. Children's Privacy
WellnessEpicenter is intended for use by chiropractic practices and their authorized staff, not by children. We do not knowingly collect personal information directly from children under 13. Patient records for minors may be maintained by a Customer practice as part of its normal patient records, subject to this policy and the Customer's own obligations as a Covered Entity.
11. International Data Transfers
Information may be processed and stored in the United States. Where we process personal information originating from the European Economic Area, UK, or Switzerland, we rely on appropriate safeguards, such as standard contractual clauses, to lawfully transfer that information.
12. Dispute Resolution
Any dispute arising out of or relating to this Privacy Policy will first be addressed through good-faith informal negotiation. If unresolved, disputes will be subject to the governing law and dispute resolution terms set out in our Terms of Service, which designate Florida law and Florida venue.
13. Changes to This Policy
We may update this Privacy Policy from time to time. Material changes will be reflected by an updated effective date at the top of this page. Continued use of WellnessEpicenter after changes take effect constitutes acceptance of the revised policy.
14. Contact Us
Questions about this Privacy Policy or our data practices can be sent to clients@illuminationlab.io.
Illumination Lab LLC is a Florida limited liability company. This policy is governed by the laws of the State of Florida.