Privacy Policy

1. Scope and responsibilities

Polaris NEMT Software (“Polaris,” “we,” “us,” or “our”) operates the Polaris non-emergency medical transportation software platform from Arizona, United States. This Privacy Policy describes how personal information is handled through our website, company workspaces, facility portals, mobile driver tools, APIs, and related services that refer to this policy.

Polaris makes decisions about the personal information needed to administer its own accounts, provide support, manage its business, bill customers, and protect the Service. For passenger, employee, facility, and other operational records submitted by a customer organization, Polaris generally processes information on that organization's instructions. The transportation company, facility, or other responsible organization determines the purposes of those records and the people authorized to use them.

Your organization's notices and agreements may describe additional processing, including workforce monitoring, passenger communications, disclosures to payers, and retention requirements. A signed business associate agreement (“BAA”) or data processing agreement governs processing within its scope and controls if it conflicts with this policy. This policy does not replace a healthcare provider's notice of privacy practices.

2. Information we collect

The information handled depends on the features your organization uses and the permissions you have. It can include:

• Account and identity details: first and last name, email, phone number, job title, profile photo, organization membership, role, active status, contact preferences, invitation details, and the policy versions and timestamp recorded when you accept account terms. Passwords are stored as password hashes rather than readable passwords.
• Organization and facility details: company and facility names, addresses, contacts, legal or registration identifiers, billing information, business-unit structure, branding, settings, and access grants.
• Passenger and trip details: passenger names and identifiers, contact information, pickup and dropoff addresses and coordinates, schedules, appointment-related destinations, payer information, trip type, mobility or equipment needs, assistance requirements, notes, trip status, and recurring transportation instructions. Depending on what an organization enters, records may include dates of birth, emergency contacts, medical-record references, or other sensitive details.
• Staff and fleet records: driver and attendant assignments, credentials, license and certification information, expiration dates, schedules, time-clock and break events, availability, vehicle details, capacity, inspections, odometer readings, and maintenance indicators.
• Location and service verification: driver or vehicle coordinates, location timestamp, accuracy, related trip or shift, route history, arrival and completion events, signatures, attestations, and supporting photographs or documents when used.
• Communications and support: channel and direct messages, message recipients, replies, reactions, attachments, notification preferences, email and SMS delivery records, facility requests, feedback, and support correspondence.
• Training records: uploaded learning materials, assignments, progress, completion status, quiz responses, scores, attempts, acknowledgments, and associated credentials or records, where training tools are enabled.
• Financial records: pricing rules, quotes, invoices, claims, payer responses, payment amounts, transaction references, processor account or payment-method identifiers, and payment status. See Payment information for the distinction between our records and payment credentials collected by a processor.
• Technical and security information: IP address and request metadata available to our infrastructure, browser or app information, session and authentication records, device identifiers or push tokens, app version, access and audit events, errors, and information necessary to detect abuse or diagnose a problem.

Do not submit information that your organization does not need or is not authorized to process. Free-text notes and attachments can reveal more than a structured field requires, so use them carefully.

3. Where information comes from

We receive information directly from account holders and visitors; from company owners, administrators, dispatchers, drivers, and attendants; from facility users; and from authorized organizational imports or integrations. A passenger may have a record in Polaris without personally creating an account.

We also receive information from devices and browsers used to access the Service, enabled payment and messaging providers, and operational events generated as people use the platform. Your organization may import records from brokers, payers, spreadsheets, or other systems. It is responsible for confirming that it can lawfully provide those records.

4. How information is used

We process information to provide the functions you or your organization request, including to:

• Create and authenticate accounts, recover access, manage invitations, record agreement acceptance, and apply organization and facility permissions.
• Book and coordinate trips, manage recurring service, assign suitable drivers and vehicles, geocode addresses, calculate routes and ETA estimates, and show operational status.
• Maintain passenger, payer, staff, fleet, credential, training, inspection, attendance, and service-verification records.
• Deliver authorized operational messages, notifications, facility requests, public trip updates, invoices, and payment requests.
• Calculate quotes and authorized subscription usage, prepare invoices and claims, process payments through enabled providers, and reconcile transaction status.
• Provide support, troubleshoot failures, maintain audit history, investigate misuse, enforce agreements, and secure accounts and systems.
• Maintain and improve the Service, evaluate operational performance, and produce reports or route and travel-time estimates within the permissions and agreements that apply to the underlying data.
• Meet legal obligations, preserve records needed for a dispute, and respond to valid legal requests.

Route and ETA tools may use statistical models or historical operational data to calculate suggestions. Dispatch decisions remain with authorized people. The Service does not itself decide whether a passenger is medically eligible for a ride, whether a driver is legally qualified, or whether a payer must reimburse a claim.

Where a privacy law requires a legal basis, relevant bases may include providing an agreed service, complying with law, legitimate interests in operating and protecting the Service where permitted, and consent for activities that require it. For customer-controlled records, the customer must establish the appropriate basis and instructions. We do not treat acceptance of this policy as a substitute for that analysis.

5. Health and other sensitive information

A person's transportation destination, mobility requirements, equipment needs, payer details, or trip notes may reveal health information even without a diagnosis. Precise location, identification details, credentials, and financial information can also be sensitive. Organizations should limit collection, access, and disclosure to the information necessary for their authorized operations.

Some records may be PHI subject to HIPAA. HIPAA applicability depends on the parties and processing relationship. Where required, processing must be governed by an appropriate BAA and approved arrangements before PHI is submitted. The signup checkbox does not create a BAA or authorize disclosure on a patient's behalf.

For PHI processed on a customer's behalf, our permitted uses, disclosures, safeguarding, incident reporting, assistance with individual rights, and return or destruction obligations are governed by applicable law and the signed BAA. A passenger seeking access, correction, or an accounting of healthcare disclosures should generally contact the transportation or healthcare organization responsible for the record. We will assist that organization as required by our agreement and law.

We do not use passenger health records or precise driver location to build advertising audiences. We do not claim that every outside mapping, messaging, or payment integration is suitable for regulated health data. Organizations must evaluate enabled services and avoid disclosing PHI through an integration without the necessary legal and contractual basis.

6. Driver location and mobile permissions

Location features support dispatch visibility, ETA updates, route history, and service verification. The native driver app requires device location permission and enabled location sharing. Browser location features require browser permission and operate while the relevant page is in use. Permission requests are separate from account registration.

The platform accepts driver location updates only under the applicable work-state checks, including being clocked in, off break, and using the vehicle assigned to the shift where a vehicle is involved. An enabled native app may send location while in the background when device permissions and the operating system allow it. Collection frequency and accuracy can vary with trip activity, refresh requests, device settings, and connectivity. Background delivery is not guaranteed.

Drivers can manage the native app's location-sharing setting and device location permissions. Signing out of the native app turns off its sharing preference. Revoking permission or turning off sharing can limit location-dependent operations. Ask your organization about any separate workplace requirements or other tracking systems it uses.

Authorized company staff may see current or last-known positions and location history. A public trip link may show the assigned vehicle's position while the trip and location are eligible for tracking. Ending a shift or disabling sharing stops qualifying new updates; it does not automatically delete location already stored or remove data previously lawfully exported by your organization. See Retention and deletion.

7. How information is shared

We disclose information only for purposes described in this policy, your organization's authorized instructions, applicable agreements, or law. Depending on the feature, recipients can include:

• Your organization and authorized users: owners, administrators, dispatch staff, assigned drivers and attendants, and explicitly authorized business-unit users, according to their access. Administrators can manage memberships and review operational records.
• Facilities and transportation partners: invited facility users and authorized brokers, payers, care teams, or other participants when your organization submits, imports, exports, or shares relevant records. A facility account is limited to its own portal.
• Intended link recipients: people given public trip, invoice, invitation, or payment links, as described below.
• Service providers: infrastructure, hosting, storage, email, support, security, and other providers necessary to operate the Service, subject to applicable contractual and legal restrictions.
• Enabled communications, payment, and device services: providers such as Twilio for SMS, Tilled for payments, SMTP email providers, and Apple Push Notification service for native notifications. The specific providers used depend on deployment and configuration.
• Mapping and content providers: local routing or geocoding services and enabled outside map, tile, font, or content providers. When your browser requests outside resources, the provider can receive your IP address and request details. Mapping requests may include map areas or coordinates, depending on the tool used.
• Legal or safety recipients: regulators, courts, public authorities, advisers, or other parties when required by valid legal process or reasonably necessary to protect rights and safety, investigate fraud, or address a security incident, subject to applicable health-data restrictions.
• Business successors: a party involved in a lawful merger, acquisition, restructuring, or transfer of the Service, subject to existing confidentiality, privacy, and data-processing obligations.

We do not sell personal information or share it for cross-context behavioral advertising. Providing records to a processor or to a partner your organization authorizes for transportation operations is distinct from using that information to target advertisements. Other websites and independently controlled services have their own policies; review them before providing information directly.

8. Public trip, invoice, and payment links

Certain features use a token-bearing link so an intended recipient can view a trip update, invoice, or payment request without a staff account. Depending on the link, the page may reveal a passenger name, schedule, pickup or dropoff information, trip status, an eligible vehicle position, invoice details, or payment status.

Treat these links as confidential. Anyone who receives or is forwarded an active link may be able to access the information it exposes. Share them only with intended recipients and avoid posting them publicly. Contact the responsible organization promptly if a link reaches the wrong person. Expiration or revocation depends on the link type; do not assume every link expires immediately after a trip.

9. Cookies, browser storage, and outside resources

Polaris uses cookies and local storage to support authentication, security, account context, and preferences. Depending on the account and enabled features, these include:

• Authentication cookies: access or session identifiers, and refresh credentials where enabled, used to keep a signed-in session. Browser account cookies and facility account cookies are separate.
• Security cookies: CSRF tokens used to protect authenticated actions from cross-site request forgery.
• Browser local storage: an access token, a cached current-user profile, and interface or workspace preferences used by the web client.
• Mobile storage: session credentials, permitted cached operational data, preferences, and queued offline actions used by the native app. GPS samples are not placed in the offline action queue.

Session expiration depends on deployment settings. Some local-storage preferences persist until you clear them. Sign out of shared devices and use browser or device controls to clear stored information when appropriate. Blocking cookies or storage may prevent sign-in or impair security and functionality. Clearing local storage does not delete server records.

Some pages load fonts, mapping resources, or other assets from outside providers, including Google Fonts or enabled map services. Such requests can disclose technical information directly to those providers. Polaris does not use advertising cookies to build cross-site advertising profiles. Where an applicable browser preference or privacy signal concerns a processing activity we perform, we handle it as required by law; the current Service does not sell information or perform cross-context advertising sharing.

10. Payment information

Enabled payment forms use a payment processor such as Tilled to collect payment credentials and process transactions. Polaris stores the information needed for subscription billing, invoices, reconciliation, and support, including processor identifiers, amounts, transaction status, billing contacts, and payment-method references. The processor may collect card or bank details, business verification information, and fraud-prevention data under its own terms and privacy notice.

Do not put full card numbers, card security codes, bank login credentials, or other payment secrets into trip notes, attachments, chat, or support emails. Such fields are not payment forms. Contact the billing organization for questions about a passenger invoice and Polaris for questions about a Polaris subscription.

11. Retention and deletion

Retention depends on the type of record, the purpose for keeping it, the organization's instructions, deployment settings, applicable agreements, and legal requirements. We consider whether an account or service is active, whether a record is necessary for transportation or billing, audit and security needs, limitation periods, and any legal hold. We do not apply a single retention period to every category.

• Accounts and agreement records: retained to administer access, document accepted policy versions, support security, and establish the applicable agreement. Existing accounts may have no acceptance record if created before this signup requirement.
• Operational and regulated records: passenger trips, claims, invoices, service attestations, work time, credentials, training, and audit history may need to remain available for organizational or statutory recordkeeping after a user leaves.
• Location and technical records: eligible location samples and some native-session or notification records have configurable cleanup rules. Retention varies by record source and configuration; some historical location records are outside automatic cleanup. Removing a live map position is not the same as deleting its history.
• Backups, disputes, and legal holds: copies may remain for a limited operational recovery period or longer when required by law, a pending dispute, or an applicable data agreement. Account closure does not guarantee immediate removal from every backup.

Some operational deletion actions archive or hide a record while retaining history and related financial or audit information. Request deletion of personal information through the process below; do not assume deleting a visible item or signing out removes all associated data. Where an agreement or law requires return, deletion, restricted processing, or retention of PHI, those requirements apply.

12. Security and incidents

The Service uses controls such as password hashing, authenticated access, organization and facility scoping, role permissions, session expiration, CSRF protections for applicable browser actions, and operational audit records. The security of a deployment also depends on its configuration, infrastructure, enabled integrations, administrator practices, and users protecting their devices and credentials.

No system can guarantee absolute security. Use a strong, unique password; limit permissions; keep devices up to date; verify recipients; and promptly revoke access for departed staff. Avoid using shared or unsecured devices for sensitive records.

Report suspected unauthorized access or disclosure to privacy@polarisnemt.com and your organization's administrator. Provide a description and safe contact details without sending unnecessary sensitive data. When a reportable incident occurs, notification and cooperation obligations are determined by applicable law and our signed agreements. This policy does not replace a BAA's incident or breach-notification requirements.

13. Your privacy choices

Available account settings allow you to update certain profile information and contact or notification preferences. Organization administrators manage role assignments, company access, facility access, and operational records. Some changes require administrator assistance because they affect shared business records.

You can manage device location permission, native location sharing, push notification permission, and browser storage through the relevant settings. Changing a permission can affect the corresponding feature. Withdrawing a consent, where processing relies on it, affects future processing and does not invalidate prior lawful processing or erase records subject to another legal basis.

For passenger messages, contact the transportation organization that sends them to update your contact information or messaging preference. Marketing choices, if marketing is separately offered, are handled separately from essential account, security, billing, and requested operational communications.

You may request account closure or make a personal-information request by emailing the address below. Closing an individual account does not by itself cancel a company subscription or require deletion of records the company is legally entitled or required to retain.

14. Regional privacy rights

Depending on where you live, the applicable law, the type of data, and whether Polaris or your organization controls it, you may have rights to:

• Learn whether personal information is processed and obtain access to it or a portable copy.
• Correct inaccurate information or request deletion, subject to lawful retention exceptions.
• Restrict processing, object to certain processing, or withdraw consent where consent is the basis.
• Opt out of sale, certain targeted advertising, or certain profiling, and limit specified uses of sensitive information where those activities and rights apply.
• Use an authorized agent, appeal a denied request where applicable, or complain to an appropriate privacy or data-protection authority.

For California residents, the categories, sources, purposes, recipients, and retention criteria described above explain the information the Service handles. Where the California Consumer Privacy Act applies, rights may include access, knowledge of collection and disclosure, correction, deletion, and applicable opt-out or sensitive-information choices. We do not sell personal information or share it for cross-context behavioral advertising. Applicable exemptions, including for certain regulated health records, can affect which rights apply to a particular record.

Other United States state privacy laws, and laws in other countries where applicable, may provide additional rights or different exceptions. We do not discriminate against you for exercising a right. Some requests affect whether we can provide a feature that needs the information.

To make a request or appeal, email privacy@polarisnemt.com with the subject “Privacy request” or “Privacy appeal.” We may need proportionate information to verify identity, authority, and the relevant organization before disclosing or changing records. An agent may need proof of authority. We respond within the period required by the law that applies and explain any lawful limitation. We will not require you to email your password or full payment credentials.

If a request concerns customer-controlled passenger or employee records, contact the responsible organization first when possible. We may route the request to that organization and assist it under our agreement. An organization's authority over its records does not remove any direct obligation Polaris has under applicable law.

15. Children's information

Polaris accounts are intended for adults acting in an operational or organizational capacity. The Service is not directed to children for independent account use, and we do not knowingly permit children to register personal accounts.

Authorized transportation organizations may maintain records for passengers who are minors where lawful and necessary to provide transportation. Those organizations are responsible for the applicable notices, parental or guardian involvement, health-data permissions, and recordkeeping. If you believe a child created an unauthorized account or information was provided without proper authority, contact us so we can investigate and take appropriate action.

16. International processing

Polaris is operated from Arizona, United States. Infrastructure and enabled service providers may process information in the United States or other locations, depending on the deployment and services used. Privacy laws in those locations may differ from those where you live.

Organizations should confirm processing locations and any required data agreement before submitting data subject to localization or transfer restrictions. Where a law requires a transfer mechanism or safeguards, the applicable arrangement must meet those requirements. Acknowledging this policy is not a substitute for a legally required transfer mechanism. Contact us for information relevant to your deployment.

17. Changes to this policy

We may update this policy as features, processing practices, agreements, or law change. This page identifies the effective date, last-updated date, and version. Where a material change requires notice, we will provide it through the Service or available account contact information before it takes effect as required by law.

A previous account acknowledgment does not authorize materially different processing that requires new permission. Where fresh consent or another legal step is required, that step must be completed separately. Account acceptance records identify the policy version acknowledged at signup.

18. Contact and privacy requests