Privacy Policy



Last updated December 30, 2011


This privacy policy (the “Privacy Policy”) sets forth a commitment and description of practices related to personal data privacy and security of EmergencyLink, LLC and its successors, parents, subsidiaries, affiliates and related companies or other companies under a common control that we may have now or in the future operate (“EmergencyLink,” “we,” “our” or “us”). This Privacy Policy is designed to help you understand how we collect and use the personal information you decide to share in connection with the Site. As used in this Privacy Policy, the term “Site” includes all websites and all devices or applications that collect personal information from you that we may have now or in the future operate that link to this Privacy Policy, web pages within each such website, device or application, any equivalent, mirror, replacement, substitute or backup website, device or application and web pages that are associated with each such website, device or application. This Privacy Policy applies to the Site and all related products and services we offer on the Site (together with the Site, the “Service”).

By using or accessing the Service, you are accepting the practices described in this Privacy Policy.

In addition to this Privacy Policy, we have established Terms of Use that set forth the general rules and policies governing your use of the Service. You can review the Terms of Use by visiting


The Information We Collect and How We Use It. You do not need to provide any personal information to visit public sections of the Site. The Service is available only to registered users. In order to register, you must provide certain registration information, such as first and last name, email address, user name and an account password, which we may use to provide you with notifications about the Service or new products and services we make available. We may also contact you, including by email, with respect to any transaction you enter into with us. In addition, we may collect the following types of information:

  • Automatically Logged Information: When you access the Site, our servers automatically record information that your browser sends whenever you visit any website and our analytics platform may capture additional information about your use of the Site. This information may include information such as your IP address, browser type, internet service provider (ISP), referring/exit pages, operating system, date/time stamp and clickstream data. We use this information to analyze trends, administer the Service, track users’ movements around the Site and gather demographic information about our user base as a whole. We do not link this automatically-collected data to personally identifiable information.
  • Cookies: Cookies and other user tracking devices (e.g., local shared objects) may be stored on your computer when you visit the Site. A cookie is a small text file that is stored on a user’s computer for record-keeping purposes. We use session ID cookies to confirm that users are logged in. These cookies terminate once the user closes the browser. We do not currently use but may in the future use persistent cookies to improve our Service, including by storing user preferences and tracking user trends. We also use cookies in our advertising services to help advertisers and publishers serve and manage ads across the web. We or our third party ad servers may set a cookie in your browser when you visit a website or click on an ad supported by our advertising services. While most browsers are set to accept cookies and other tracking devices by default, you are always free to decline our cookies if your browser permits, but some parts of the Service may not work properly if you do. Your browser manufacturer has information on changing the default setting for your specific browser. This Privacy Policy covers the use of cookies by EmergencyLink but does not cover the use of cookies or other tracking technologies by any of our advertisers.
  • Order Information: If you order a product or service from us, we may request certain personally identifiable information from you on our order form. We use this information to fill your orders and, if applicable, for billing purposes. If we have trouble processing an order or if you need to return an item or otherwise have customer service or support issues, we will use this information to contact and assist you.
  • User Communications: When you send email or other communications to us, we may retain those communications in order to process your inquiries, respond to your requests and improve the Service.
  • When you use the mobile versions of our Site, we may collect the unique device identifier assigned to that device by phone makers, carriers or makers of the operating system (the “Device ID”). Device IDs allow app developers, advertisers and others to uniquely identify your device for purposes of storing application preferences and other data. We may use your Device ID for security purposes.

By using the Service, you are consenting to have your personal data transferred to and processed in the United States. The servers that make the Service available worldwide are located in the United States. Please note that any information you provide will be transferred to the United States, and by using the Service or providing us your personal information, you authorize this transfer.


Information Uploaded to the Site. In addition to the types of information we collect from you disclosed above, you may be allowed to upload personal documents and other information to the Site. The documents and other information that you upload may include personally identifiable or other personal information. We are not responsible for the information you choose to upload to the Site. Please see our applicable Terms of Use on this point and for other guidelines about uploading content to the Site. 


Sharing Your Information with Third Parties. EmergencyLink does not sell, trade or transfer your personal information to third parties except that we may use or share your personal information in the following circumstances:

  • For uses for which we have your consent.
  • We may share your personal contact information with our subsidiaries, affiliated companies or service partners for the purpose of processing your personal information on our behalf or to assist us with marketing, advertising or the Service and fulfillment of orders (e.g., the Apple App Store). For example, we provide personal contact information to our service providers for direct emailing of our newsletters, online surveys or notifications of our product/service offerings. We require that these parties agree to process such information based on our instructions and in compliance with this Privacy Policy and any other appropriate confidentiality or security measures.
  • We have a good faith belief that access, use, preservation or disclosure of such information is reasonably necessary to:
    1. satisfy any applicable law, regulation, legal process or enforceable governmental request,
    2. enforce applicable Terms of Use, including investigation of potential violations thereof,
    3. detect, prevent or otherwise address fraud or other criminal activity or errors, security or technical issues,
    4. protect against imminent harm to the rights, property or safety of EmergencyLink, our users or the public as required or permitted by law, or
    5. assist an emergency health service organization providing you with medical care consistent with a response plan you select.
  • To enforce our Terms of Use and as otherwise set forth in this Privacy Policy.
  • For market research, project planning and to troubleshoot problems.
  • If we become involved in a merger, acquisition, corporate reorganization or any form of sale or transfer of some or all of our assets. In such an event, we may transfer, sell or assign to third parties information concerning your relationship with us, including, without limitation, personally identifiable information that you provide.

We may share aggregate, non-personal information that does not identify you individually with third parties.

Due to the open communication nature of the Internet, we cannot represent, warrant or guarantee that communications between you and us, or personal information stored on our servers, will be free from unauthorized access by third parties, loss, misuse or alterations. EMERGENCYLINK DISCLAIMS ANY AND ALL LIABILITY FOR UNAUTHORIZED ACCESS OR USE OR COMPROMISE OF YOUR PERSONAL INFORMATION SUBMITTED THROUGH THE SERVICE. USERS ARE HEREBY ADVISED THAT THEY SUBMIT SUCH PERSONAL INFORMATION AT THEIR OWN RISK.


Sharing Your Information in the Event of an Emergency or Occurrence of Other Specified Events. If you have specified that EmergencyLink has permission to provide designated information to specified individuals and service providers (by adding such information to your account) , you can view a list of who has access to your information and you can revoke sharing privileges at any time. If you revoke someone’s ability to read your personal information, that party will no longer be able to read your information, however, that person may have already seen or may retain a copy of the information that the person viewed before access was revoked.

In the event you are found unconscious or are in any other emergency situation, EmergencyLink may provide key medical information that you have provided via the Service (e.g., medications and allergies) to emergency personnel (e.g., first responder, police officer or hospital) that contact EmergencyLink through our 24-hour Emergency Response Center. The requestor must be in possession of your member access code (e.g., from your wallet or key chain ID cards or from the optional EmergencyLink screen saver overlay on your mobile device). EmergencyLink will use commercially reasonable efforts to verify that the person seeking the information has a legitimate need to obtain the information. In such an event, in addition to providing the designed important medical information, EmergencyLink will also make commercially reasonable efforts to execute your “Emergency Response” plan based on the information you have provided via the Service to, for example, contact your emergency contacts and inform them of your situation and provide information on how to assist you.

If we disclose your information to emergency personnel, if the recipient stores a copy of your information, that copy will be governed by that service provider’s privacy policy. Others at that facility, such as an on-call doctor, may be able to view your information. Some of these third-party service providers may be covered by federal and state health privacy laws (such as the Health Insurance Portability and Accountability Act, or “HIPAA”), and to the extent applicable, those laws will govern how they may use and share your information. EmergencyLink is not responsible for the content, performance or privacy policies of third-party service providers. All entities or business associates covered by HIPAA are contractually required to comply with HIPAA’s rules related to collection, use and sharing of your information.

If you have provided information to the Service specifying instructions for EmergencyLink in the event of your death, EmergencyLink will make commercially reasonable efforts to verify your death and, upon such verification, we will make commercially reasonable efforts to provide your important contacts and important records to the individual(s) you have designated to receive such information in such event.


Third Party Advertising. Advertisements that appear on the Site are sometimes delivered (or “served”) directly to users by third party advertisers. These third parties automatically receive your IP address and other information when this happens and may also store a cookie on your computer, or use other technologies such as JavaScript and “web beacons” (also known as “1x1 gifs”) each time they send you an advertisement to measure the effectiveness of their ads and to personalize advertising content. In this way, they may compile information about where individuals using your computer or browser saw their advertisements and determine which advertisements are clicked. EmergencyLink does not have access or control of the cookies that may be placed by our third party advertisers. Third party advertisers have no access to your contact information stored via the Service unless you choose to share it with them. If you agree to share your information with these third party advertisers, your personal information will be subject to their privacy policies.


Choice/Opt-out. We provide you with the opportunity to “opt out” of having your personally identifiable information used for certain purposes. For example, if you sign up for a product or service but do not wish to receive any additional marketing material from us, you can indicate your preference on the Site. If you no longer wish to receive our newsletter and promotional communications, you may opt out of receiving them by following the instructions included on the Site or within the newsletter or promotional communication. However, please note that certain Service-related email messages that we send users are necessary for the proper functioning and use of the Service, and users who use the Service do not have the ability to opt out of such email messages, except by cancelling their account with EmergencyLink.


Links. This Privacy Policy applies solely to information collected by EmergencyLink. The Site may contain links to other third party websites. Even if the third party is affiliated with EmergencyLink through a business partnership or otherwise, EmergencyLink does not control and is not responsible for what third parties do in connection with their websites, or how they handle your personal information. Please exercise caution and consult the privacy policies posted on each third party website for further information.


Accessing, Updating and Deleting Personal Information. When you use the Service, we make good faith efforts to provide you with access to your personal information and either provide you means to correct this data if it is inaccurate or to delete such data at your request if it is not otherwise required to be retained by law or for legitimate business purposes. We ask individual users to identify themselves and the information requested to be accessed, corrected or removed before processing such requests, and we may decline to process requests that are unreasonably repetitive or systematic, require disproportionate technical effort, jeopardize the privacy of others or would be extremely impractical (for instance, requests concerning information residing on backups), or for which access is not otherwise required. In any case where we provide information access and correction, we perform this service free of charge, except if doing so would require a disproportionate effort. Please note that if you cease using the Service or we terminate your access to the Service in accordance with our Terms of Use, you may no longer have the ability to access or update your personal information.

You can delete the information you have provided to us via the Service at any time. Deletion will be initiated promptly after we receive your request, and we will use commercially reasonable efforts to delete your account and the personal information stored in connection with your account; however, it may be impossible to remove your account without some residual information being retained by EmergencyLink. Additional backup copies of deleted information may persist for a short time. Since deleted data will not be restored, you may want to print information before deleting it.


Security. The security of your personal information is important to us. We use industry standard safeguards, including firewalls, security patches and anti-virus programs to protect the confidentiality of personal information we collect from visitors to the Website. When you enter sensitive information (such as a credit card number or your password), we encrypt that information using secure socket layer technology (“SSL”). No method of transmission over the Internet, or method of electronic storage, is completely secure. Therefore, while we strive to use commercially acceptable means to protect your personal information, we cannot guarantee its absolute security. In the unfortunate event that your “personally identifiable information” (as the term or similar terms are defined by any applicable law requiring notice upon a security breach) is compromised, we may notify you by email (at our sole and absolute discretion) to the last email address you have provided us in the most expedient time reasonable under the circumstances; provided, however, delays in notification may occur while we take necessary measures to determine the scope of the breach and restore reasonable integrity to the system as well as for the legitimate needs of law enforcement if notification would impede a criminal investigation. From time to time we evaluate new technology for protecting information, and when appropriate, we upgrade our information security systems.


Children. The features, programs, promotions and other aspects of our Service requiring the submission of personally identifiable information are not intended for anyone under 13 years of age. We do not knowingly collect personally identifiable information from children under the age of 13 other than minor children receiving the Service through registration by their parent or legal guardian. If you are a parent or guardian of a child under the age of 13 and believe he or she has disclosed personally identifiable information to us please contact us at A parent or guardian of a child under the age of 13 may review and request deletion of such child’s personally identifiable information as well as prohibit the use thereof.


Notices and Revisions. We reserve the right to change our Privacy Policy at any time. If we make changes, we will post them and will indicate on this page the policy’s new effective date. If we make material changes to this policy, we will notify you here, by email or through notice on our home page. We encourage you to refer to this Privacy Policy on an ongoing basis so that you understand our then-current privacy policy.


Governing Law. All matters relating to the Service are governed by the laws of the state of California, without reference to its conflicts of law rules that would result in the application of the laws of another jurisdiction.


Your California Privacy Rights. Residents of the state of California have the right to request from certain businesses with whom the California resident has an established business relationship a list of all third parties to which the business, during the immediately preceding calendar year, has disclosed certain personally identifiable information for direct marketing purposes. We are only required to respond to a customer request once during any calendar year. To obtain this information, you should send a request to with the subject heading “California Privacy Rights.” In your request, please attest to the fact that you are a California resident and provide a current California address for our response. Please be aware that not all information sharing is covered by the California Privacy Rights requirements and only information on covered sharing will be included in our response.


Contact Us. If you have any questions or suggestions regarding our Privacy Policy, please contact us at