Privacy Policy

Last updated: 2026-03-25

Welcome to Castlewood Telehealth Services LLC (“Elsie,” “we,” “us,” or “our”). This Privacy Policy explains how we collect, use, disclose, and protect your personal information when you access or use our website, order products, or interact with us (collectively, the “Services”). By using our Services, you agree to the terms of this Privacy Policy.

Please also see our Terms of Service for additional rules governing your access to the Services.

1. Information We Collect

We may collect the following types of information:

a) Personal / Identifying Information

When you place an order, create an account, apply for a prescription, or contact us, you may provide:

• Full name, date of birth
• Email address, phone number
• Mailing/shipping address
• Payment information (credit card, billing address, etc.)
• Medical / health-related data, prescription details (as needed for pharmacy services)
• Other similar information needed to provide the Services

b) Usage & Technical Data

We also automatically collect certain non-personal information, such as:

• IP address
• Device type, browser type, operating system
• Pages viewed, time spent, click patterns
• Log data, HTTP request data
• Cookies, web beacons, similar tracking technologies

2. How We Use Your Information

We may use your data for the following purposes:

• To provide, manage, and maintain our Services (e.g. process orders, verify prescriptions)
• To communicate with you (order updates, confirmations, customer support)
• To improve our website, Services, user experience, and offerings
• To detect, prevent, and address fraud, misuse, or security issues
• To comply with legal or regulatory requirements
• For marketing (if you consent), such as sending promotional offers, newsletters, or updates

If you opt out of marketing communications, we'll cease sending promotions, but we may still send you essential service notices (e.g. about your orders, prescriptions, or account).

We may contact you via SMS or phone calls for medical updates, account notifications, order status, customer support, as well as promotional offers or follow-up communications related to our services. Your consent allows us to contact you through manual dialing or automated systems where permitted.

3. Disclosure and Sharing of Information

We may share or disclose your information under certain circumstances:

• Service Providers & Vendors: We may engage third-party service providers (e.g. payment processors, shipping carriers, hosting, analytics) to perform functions on our behalf. They only access your data to carry out their tasks, under contract and subject to confidentiality.
• Legal & Compliance: We may disclose your information if required by law, court order, subpoena, or other legal process; or to protect our rights, property, or safety, or that of others.
• Business Transfers: If we are involved in a merger, acquisition, or sale of assets, your personal information may be transferred as part of that transaction (with notice, where required).
• Your Consent: With your explicit consent, we may share your information for other purposes.

4. Data Retention

We will retain your personal information only as long as necessary to fulfill the purposes outlined in this policy, unless a longer retention period is required or permitted by law (e.g. for recordkeeping, audit, legal claims).

Usage and technical data may be retained for internal analysis, system logging, or security purposes.

5. Cookies & Tracking Technologies

We (and our third-party partners) use cookies, beacons, tags, scripts, and similar technologies to collect usage data and facilitate operations. These may include:

• Essential / Strictly Necessary Cookies: Required for core site functionality (e.g. logging in, security)
• Functional Cookies: Remember preferences (e.g. language, settings)
• Performance / Analytics Cookies: Help us understand how people use our site (e.g. Google Analytics)
• Marketing / Advertising Cookies: For tailored ads or promotional tracking

You can disable or delete cookies through your browser settings (though this may affect site functionality).

6. HIPAA Compliance & Protected Health Information

Castlewood Telehealth Services LLC is committed to protecting your privacy and complying with the Health Insurance Portability and Accountability Act (HIPAA) and related regulations. We understand that your health information is sensitive and personal.

Protection Through Dosable Platform

Your personal health information (PHI) is protected through our secure telemedicine partner, Dosable. Dosable maintains a HIPAA-compliant platform that:

• Uses industry-standard encryption for data transmission and storage
• Implements strict access controls and authentication measures
• Maintains comprehensive audit trails of all PHI access
• Conducts regular security assessments and vulnerability testing
• Provides secure patient-provider communication channels

Your Rights Under HIPAA

Under HIPAA, you have specific rights regarding your health information, including:

• The right to access and obtain a copy of your health records
• The right to request corrections to your health information
• The right to request restrictions on certain uses and disclosures
• The right to receive confidential communications
• The right to file a complaint if you believe your privacy rights have been violated

For detailed information about how we use and disclose your health information, please review our Notice of Privacy Practices or contact us directly.

7. Security of Personal Information

We use reasonable administrative, technical, and physical safeguards to protect your information from unauthorized access, alteration, disclosure, or destruction. However, no method of Internet transmission or electronic storage is 100% secure — we cannot guarantee absolute security.

8. Your Rights & Choices

Depending on your jurisdiction, you may have the following rights regarding your personal data:

• Access: Request a copy of the data we hold about you
• Correction: Request correction or updating of inaccurate data
• Deletion: Ask us to delete your personal information (where legally permissible)
• Restrict Processing: Request that we limit how we use your data
• Portability: Request data in a portable, machine-readable format
• Withdraw Consent: If processing is based on consent, you can withdraw it
• Object to Processing: Object to certain processing (e.g. for direct marketing)

To exercise any of these rights, please contact us using the information in Section 13 below. We may require verification of identity before complying with such requests.

9. California Consumer Privacy Act (CCPA)

If you are a California resident, the California Consumer Privacy Act (CCPA) provides you with specific rights regarding your personal information.

Your CCPA Rights

California residents have the right to:

• Right to Know: Request disclosure of the categories and specific pieces of personal information we have collected about you, the categories of sources, the business or commercial purposes for collection, and the categories of third parties with whom we share personal information.
• Right to Delete: Request deletion of your personal information that we have collected, subject to certain exceptions.
• Right to Opt-Out: Opt-out of the sale of your personal information. Note: We do not sell personal information to third parties.
• Right to Non-Discrimination: You will not receive discriminatory treatment for exercising your CCPA rights.
• Right to Correct: Request correction of inaccurate personal information we maintain about you.
• Right to Limit Use of Sensitive Personal Information: Request to limit our use and disclosure of your sensitive personal information.

Categories of Personal Information We Collect

We collect the following categories of personal information:

• Identifiers (name, email address, phone number, mailing address)
• Personal information under California Customer Records statute (medical information, health insurance information)
• Protected classification characteristics (age, gender for medical purposes)
• Commercial information (purchase history, payment information)
• Internet or electronic network activity (browsing history, interactions with our website)
• Geolocation data
• Sensory data (if you contact customer service)
• Professional or employment-related information (if voluntarily provided)
• Inferences drawn from personal information to create consumer profiles

How to Exercise Your CCPA Rights

To exercise your CCPA rights, including the right to opt-out of data processing, please contact us at:

Email: hello@tryelsie.com
Subject Line: “CCPA Request” or “Opt-Out Request”

Please include the following information in your request:

• Your full name
• Email address associated with your account
• Description of your request (access, deletion, opt-out, correction, etc.)
• Sufficient information to verify your identity

We will respond to your request within 45 days. If we need additional time, we will notify you of the extension and the reason for it.

Opt-Out of Data Sales

We do not sell your personal information to third parties. However, if you wish to ensure your information is not shared for marketing purposes, you may opt-out by emailing hello@tryelsie.com with “Opt-Out” in the subject line.

Authorized Agent

You may designate an authorized agent to make a request on your behalf. Your authorized agent must provide proof of authorization, and we may require verification of your identity directly.

10. Children's Privacy

Our Services are not intended for individuals under the age of 18. We do not knowingly collect personal information from minors. If we become aware that we have collected data from someone under 18, we will take steps to delete it.

11. International Data Transfers

While we operate in the U.S., your information may be processed or stored in locations outside your country of residence. When data is transferred internationally, we will take steps to ensure adequate safeguards (e.g. standard contractual clauses, encryption) in accordance with applicable laws.

12. Changes to This Privacy Policy

We may update this policy from time to time. When significant changes are made, we will notify you (for instance, via email or site notification) and revise the “Last updated” date. Your continued use of our Services after changes constitutes your acceptance of the updated policy.

13. Contact Information

If you have questions, requests, or concerns about this Privacy Policy or your data, contact us at:

Castlewood Telehealth Services LLC
30 N Gould St, STE R
Sheridan, Wyoming, 82801, USA
Phone: +46 761 40 94 72
Email: hello@tryelsie.com