Website Privacy Policy

01

Introduction and Scope

Welcome to Cellara Pain Institute (“Cellara,” “we,” “us,” or “our”). This Website Privacy Policy describes how we collect, use, process, and share personal information from visitors to our website (https://cellarapain.com), prospective patients, and active patients of our clinic located at 300 Middletown Blvd, Suite 103, Langhorne, PA 19047.

This policy applies to information collected through our website, online forms, telephone communications, email, SMS messaging, and our integrated software platforms. It is designed to ensure transparency regarding our data practices.

Important Note Regarding Medical Information: This Website Privacy Policy governs general personal and commercial information. Protected Health Information (PHI) subject to the Health Insurance Portability and Accountability Act (HIPAA) is governed by our separate HIPAA Notice of Privacy Practices. Where there is a conflict between this Website Privacy Policy and the HIPAA Notice of Privacy Practices regarding PHI, the HIPAA Notice of Privacy Practices shall control.

02

Information We Collect

We may collect the following categories of information from website visitors, prospective patients, and active patients:

Contact and Identifying Information: When you interact with our website, submit inquiries, or request an appointment, we may collect your name, email address, telephone number, physical address, date of birth, and other identifying details.

Medical History, Treatment, and Health Information: As a pain management clinic, we collect sensitive information necessary for your care. This includes medical history, treatment records, intake and consent forms, diagnostic imaging references, and other health-related information.

Appointment and Booking Information: We collect information related to your requested and scheduled appointments, including service preferences, appointment history, and scheduling communications.

Payment and Transaction Information: If you receive services, we collect transaction details and payment information. Payment processing is handled securely by trusted third-party payment processors, and we do not store full payment card numbers on our systems. Certain treatments (including peptide and regenerative therapies) are cash-based; others may be billed to commercial PPO insurance with out-of-network benefits.

Telephone Calls and Communications: We collect communication records, call metadata, and records of telephone calls made to or received from our clinic.

Website, Browser, and Device Information: We automatically collect technical data when you visit our website. This includes your IP address, browser type and version, operating system, referring URLs, pages visited, and interaction data. This information is collected using cookies and analytics tools.

03

How We Use Your Information

We use the personal information we collect for the following purposes:

Providing Services and Care: To schedule appointments, manage patient profiles, provide treatments, document care, and maintain accurate medical and electronic records.

Communication and Customer Service: To respond to your inquiries, provide appointment confirmations and reminders, send follow-up messages, manage your account, and deliver patient support.

Marketing and Promotions: To send newsletters, educational content, and communications regarding our services, provided you have given appropriate consent where required. You may opt out of marketing communications at any time.

Operations and Quality Assurance: To operate our clinic, improve our services, train our staff, and ensure the quality and security of our communications.

Legal and Regulatory Compliance: To comply with applicable laws, regulations, and professional standards; to prevent fraud; to enforce our terms and policies; and to respond to lawful requests from law enforcement or government authorities.

04

Third-Party Platforms and Service Providers

To operate our clinic efficiently and securely, we utilize specialized third-party platforms and service providers. These platforms process patient, lead, and communication data on our behalf.

Electronic Health Records and Practice Management: We use a HIPAA-compliant electronic health records (EHR) and practice management platform to manage patient profiles, medical history, intake and consent forms, treatment documentation, appointment scheduling, and billing. We have signed a Business Associate Agreement (BAA) with this platform.

Scheduling and Communications: We may use third-party scheduling and communications platforms for appointment reminders, patient outreach, and administrative workflows. Where such platforms process PHI, we require and maintain appropriate BAAs.

Pennsylvania Law — Call Recording: Pennsylvania law generally requires the consent of all parties to record a telephone communication. If we record calls for quality assurance or training purposes, you will be notified at the start of the call.

Other Service Providers: We may also share information with other third-party providers that support our operations, including website hosting, analytics, cybersecurity, and professional services (such as legal and accounting). These providers are permitted to use the information only as necessary to perform services on our behalf.

05

Email and SMS Communications

By providing your telephone number and email address, you consent to receive communications from Cellara Pain Institute.

Transactional Messages: You may receive appointment confirmations, reminders, follow-ups, account-related messages, and service communications.

Marketing Messages: Marketing messages are sent only where permitted and based on appropriate consent. Consent to receive marketing messages is not a condition of receiving any treatment or service.

Rates and Frequency: Message and data rates may apply according to your mobile carrier plan. Message frequency varies based on your interactions with us (typically 1–5 messages per appointment or inquiry cycle).

Opting Out: You may opt out of receiving SMS marketing messages at any time by replying “STOP” to any text message you receive from us. For assistance, reply “HELP.” Please note that unsubscribing from marketing messages may not stop essential appointment, transaction, or safety-related communications where legally permitted.

06

Cookies, Analytics, and Tracking Technologies

Our website uses cookies and similar tracking technologies to improve functionality, analyze traffic, and deliver relevant information.

Cookies: Cookies are small text files stored on your device. We use session cookies (which expire when you close your browser) and persistent cookies (which remain on your device until deleted) to recognize you, remember your preferences, and ensure our services function smoothly.

Analytics: We may use third-party analytics tools to understand how users interact with our website. These tools may collect your IP address and browsing behavior in aggregated, anonymized form.

Managing Preferences: Most modern web browsers allow you to monitor, limit, or prevent the use of cookies. Disabling cookies may affect the functionality of certain website features.

07

Information Sharing and Disclosure

We do not sell your personal information to third parties. We may share your information in the following circumstances:

• With Service Providers: As described above, we share data with vendors who perform services on our behalf, subject to appropriate confidentiality and data processing agreements.
• For Legal and Safety Reasons: We may disclose information if required by law, regulation, subpoena, or legal process; to enforce our policies; to investigate fraud; or to protect the rights, property, and safety of Cellara, our patients, our staff, or the public.
• Business Transfers: In the event of a merger, acquisition, reorganization, or sale of assets, personal information may be transferred as part of the transaction.

08

Data Security and Retention

We implement administrative, technical, and physical safeguards designed to protect your personal information from unauthorized access, use, or disclosure. However, no internet transmission or electronic storage system is entirely secure. We cannot guarantee absolute security.

We retain your personal information for as long as necessary to fulfill the purposes outlined in this policy, comply with our legal and regulatory obligations (including Pennsylvania medical records retention requirements), resolve disputes, and enforce our agreements.

09

Third-Party Websites

Our website may contain links to third-party websites or applications. We do not control and accept no liability for the privacy practices or content of these external sites. We encourage you to review the privacy policies of any third-party website you visit.

10

Children's Privacy

Our website and services are not directed to individuals under the age of 18 without appropriate parental or guardian involvement. We do not knowingly collect personal information from children without appropriate parental or guardian consent.

11

Changes to This Privacy Policy

We may update this Website Privacy Policy from time to time to reflect changes in our practices, technologies, or legal requirements. We will post the updated policy on our website and update the “Last Updated” date at the top of the page.

12

Contact Information

If you have questions, concerns, or requests regarding this Website Privacy Policy or our data practices, please contact us. For matters concerning Protected Health Information (PHI) and HIPAA, please contact our HIPAA Privacy Officer, Mohamed Osman, MD.