Privacy Policy

For information about a clinician’s own account (name, email, billing), Ezren acts as the controller. For information a clinician enters about their clients — the PHI in the EHR — the clinician (or their practice) is the covered entity and controller, and Ezren acts as a service provider / business associate that processes that data only on the clinician’s instructions and to provide the service.

We collect the following categories of information:

• Account & practice data — your name, email, password (stored hashed), practice name, team members, and settings.
• Client / patient data (PHI) — everything a clinician records about a client: demographics, contact details, appointments, session notes, treatment plans, documents, intake and consent forms, and secure messages.
• Session audio & transcripts — where you use recording or transcription, the audio you upload or capture and the transcript produced from it.
• Billing & payment data — subscription and invoice records, and, for practices that collect client payments, payment amounts and methods. Card and bank details are handled directly by our payment processor; we do not store full card numbers.
• Support requests — when you report an issue or ask a question from the in-app Support tab, the category, subject, and description you write, along with the page you filed it from and your browser user-agent as diagnostic context. Please describe issues generally and avoid including client names or other PHI.
• Usage & technical data — IP address, browser/device information, and log and audit records of actions taken in the app.

• To provide, operate, secure, and support the Ezren service.
• To perform the features you invoke — scheduling, note-taking, transcription, AI-assisted drafting, messaging, telehealth, billing, and reporting.
• To send transactional messages such as appointment reminders and account notices.
• To respond to your support requests and diagnose and fix problems you report.
• To monitor errors and keep the service reliable — technical and diagnostic data (not PHI) is sent to our error-monitoring subprocessor for this purpose.
• To maintain audit trails and meet our security and legal obligations.

We do not sell your data or your clients’ data, and we do not use PHI for advertising. We do not use your clients’ PHI to train AI models, and our AI provider does not train on the content you submit through the API.

Ezren relies on the vetted service providers below to run the product. Each receives only the data it needs for its function, acts under contractual confidentiality and security obligations, and — where PHI is involved — under a Business Associate Agreement. We update this list when we add or remove a provider.

We may also disclose information when required by law, to protect rights and safety, or in connection with a merger or acquisition (in which case we will notify you and this policy will continue to govern the data).

When you ask Ezren to draft a progress note or explain insurance benefits, the relevant text you submit is sent to our AI provider (Anthropic’s Claude API) to generate the output, then returned to you. This content is used only to produce your result; it is not used to train models. AI output is a draft aid only — you are responsible for reviewing and approving anything you keep in a clinical record.

Ezren is built with health-data security in mind:

• Encryption of data in transit (TLS) and at rest.
• Row-level security so each practice can only reach its own data, plus role-based access controls and optional multi-factor authentication.
• An append-only, hash-chained audit log recording access to patient data, with full version history and tamper-evidence (supporting HIPAA §164.312 technical safeguards).
• Encrypted backups with a documented, tested recovery process: we publish internal targets for how quickly data is restored and how much may be lost, and we rehearse the restore on a schedule rather than assuming it works.

No system is perfectly secure, but we work to protect your information and to notify you of a breach affecting your data as required by law.

We keep account and clinical data for as long as your account is active and as needed to provide the service. You can export your data at any time. On request or account closure we will delete or return your data within a reasonable period, except where we must retain records to meet legal, tax, or audit-integrity obligations.

Deletion applies to our live systems first. Encrypted backup copies, which exist so your records can be recovered after a failure, are not edited selectively — doing so would break the integrity protections above. Deleted data therefore persists in backups until they age out on their normal schedule, which is up to 90 days. When we restore a copy of the database to test or perform a recovery, that copy is access-restricted and destroyed once the recovery is verified.

Depending on where you and your clients live (e.g. under HIPAA, GDPR, or U.S. state privacy laws), you or your clients may have rights to access, correct, export, or delete data. Because clinicians control their clients’ records, client requests are generally directed to the treating clinician; Ezren will assist clinicians in fulfilling them. To exercise your own rights, contact us at privacy@ezrenhealth.com.

Our providers process data primarily in the United States (Whereby may also process telehealth media in the European Union). If you access Ezren from outside these regions, your data may be transferred to and processed there under appropriate safeguards.

Where Ezren handles PHI on behalf of a covered entity, it does so as a business associate under a BAA. If your use of Ezren involves real PHI, contact us at legal@ezrenhealth.com to put a BAA in place before entering that data.

Ezren is a professional tool for clinicians, not intended for direct use by children. A clinician may record information about a minor client as part of treatment; that data is handled under this policy and the clinician’s own legal obligations.

We may update this policy as Ezren evolves. When we make material changes we will revise the “last updated” date above and, where appropriate, notify you. Continued use of the service after a change means you accept the updated policy.

Questions about this policy or your data? Email privacy@ezrenhealth.com.