How Quenva handles personal information

Scope and operating roles

This policy applies to personal information controlled by Quenva LLC through quenva.co and the branded Quenva program. Quenva is the patient-facing program operator for non-clinical account, support, billing, and service communications.

Contracted technology and operational providers support secure platform functions. Independent licensed providers and their licensed provider organization provide clinical services, and licensed pharmacies provide dispensing services. Those entities may issue separate terms, HIPAA Notices of Privacy Practices, or pharmacy notices.

State law and service availability

Privacy, consumer-health, medical-record, biometric, genetic, reproductive-health, and telehealth laws vary by state. This policy provides a nationwide baseline and does not reduce any non-waivable right available where you live. If a state-specific notice presented during intake conflicts with this policy, the protection more favorable to the consumer controls to the extent required by law.

Quenva does not represent that every program, licensed provider, medication, pharmacy, or telehealth modality is available in every state. Location, program availability, licensed provider authority, and required notices must be confirmed before clinical services or payment authorization.

Information collected

The service may collect identity and contact details, account credentials, physical location, identity-verification results, health history, symptoms, medications, allergies, goals, treatment responses, sensitive reproductive, sexual-health, hormone, sleep, and mental-health information, telehealth communications, licensed provider and pharmacy records, laboratory information, transaction and shipment details, support communications, and device, security, cookie, and usage data.

The current public site does not provide an optional campaign-measurement or advertising-identifier control and does not create new optional attribution records. Campaign query parameters may still be removed from the visible browser URL before third-party scripts load.

The LeadConnector support widget loads on public pages and may process technical information and any contact or message content you choose to submit. The widget is for non-emergency, non-clinical support. Do not submit diagnoses, medications, treatment details, medical images, or other sensitive health information through the chat; use the secure patient portal for treatment questions.

Sources and uses

Information may come from you, your device or browser, authorized representatives, treating licensed providers, pharmacies, laboratories, payment processors, shipping providers, support vendors, and other service providers. It may be used to secure accounts, verify identity and location, present notices and consent, support clinical review, route valid prescriptions, coordinate labs and fulfillment, process payments, manage subscriptions and refills, provide support, prevent fraud, maintain records, and satisfy legal obligations.

Quenva’s optional first-party campaign attribution is currently disabled on the public site. Existing lawfully collected records, if any, remain separated from clinical fields and are not patient records or treatment profiles.

Sharing and processors

Information may be disclosed as necessary to independent licensed providers and their licensed provider organization, dispensing or compounding pharmacies, laboratories, contracted technology and infrastructure providers, payment processors, shipping and support vendors, professional advisers, regulators, and authorities where legally required. Recipients should receive only information reasonably necessary for their role, subject to applicable contracts and law.

LeadConnector operates the public support-chat widget and may receive technical information plus any information a visitor submits through the widget. It is not the secure clinical portal and must not be used for emergency or treatment communications.

Sensitive data and consent

Health, mental-health, reproductive, sexual-health, hormone, gender-related, genetic, biometric, precise-location, government-identifier, and account-access information may be treated as sensitive data. Quenva will request affirmative consent before processing sensitive data where required and will use it only for disclosed purposes or another purpose permitted by law.

Where law provides a right to withdraw consent, you may do so by emailing support@quenva.co. Withdrawal applies prospectively and may prevent Quenva or a licensed provider from continuing a requested service, but it does not invalidate processing already lawfully completed or records that must be retained.

HIPAA and clinical records

Licensed providers or their licensed provider organization may be covered entities under HIPAA and are responsible for the Notice of Privacy Practices governing clinical records. Service providers may act as business associates where applicable. Not every item of consumer, administrative, or website information held by Quenva is necessarily governed by HIPAA; state consumer-health and privacy laws may provide additional protection.

Reproductive and legally protected care

Quenva applies heightened handling to reproductive, sexual-health, and gender-related information where required. Quenva should not use regulated geofencing around healthcare facilities, disclose such information for an out-of-state investigation when prohibited, or respond to a demand that lacks valid legal process. Requests from law enforcement or another government authority are reviewed for scope, jurisdiction, and applicable protections before disclosure.

Cookies, analytics, advertising, and support chat

The public site uses technologies for security, navigation, and operating the LeadConnector support-chat widget. The chat widget loads automatically on public pages. Optional first-party campaign measurement and advertising-identifier retention are disabled on the current public site.

Quenva does not send appointment-booked, consultation-completed, payment-completed, intake, diagnosis, prescription, medication, portal-message, licensed-provider, pharmacy, or patient-record events to Meta Pixel, Meta Conversions API, Search Atlas, LeadConnector, or another advertising platform. Campaign parameters are removed from the visible browser URL before third-party optimization scripts load.

The public website does not provide a separate contact, phone-number, or SMS-consent form. If you choose to provide a mobile number and opt in to SMS on a public page, that choice occurs only within the LeadConnector chat widget under the consent language presented there.

Where required and technically supported, Quenva will process recognized universal opt-out preference signals for targeted advertising or sale. A browser signal is not a substitute for a verified request concerning clinical records or consumer health data.

Security, incidents, and retention

Quenva requires appropriate administrative, technical, and physical safeguards, including protections for data in transit and at rest, access controls, monitoring, and testing where appropriate. No method is perfectly secure. If a qualifying incident occurs, Quenva or the responsible organization will provide notices required by applicable state breach law, HIPAA, or the FTC Health Breach Notification Rule.

Any previously consented raw click identifiers in the first-party attribution system receive a 90-day expiry and are cleared through maintenance controls; permitted aggregate records may be retained for up to 13 months unless a shorter period is required. No new optional attribution records are created by the current public site. Other information is retained only as reasonably necessary for disclosed purposes, legal obligations, safety, fraud prevention, dispute resolution, and record duties.

Rights, agents, and appeals

Depending on your state and the information involved, you may have rights to confirm processing; access, correct, delete, or obtain a portable copy; obtain information about categories or specific recipients; withdraw consent; limit sensitive-data use; or opt out of sale, sharing, targeted advertising, or qualifying profiling.

Send requests to support@quenva.co. Quenva may verify identity using information reasonably related to the request. An authorized agent may submit a request where permitted, subject to proof of authority and identity verification. If Quenva denies a request, residents with an appeal right may reply with ‘Privacy Appeal.’ Quenva will respond within the period required by the applicable law and identify further complaint options when required.

Adults, changes, and contact

The standard Quenva website and care flow are intended for adults age 18 or older. Quenva does not knowingly offer an adolescent care pathway through the standard intake. If Quenva later introduces a lawful minor-care program, it must use age assurance, parental or minor consent, heightened privacy, and treatment-specific controls required in the patient’s state.

Quenva may update this policy as services, technology, or law change and will post a revised date with additional notice or consent where required. Privacy questions may be sent to support@quenva.co.