Privacy Policy

1. Who We Are

ReachWell provides communication, translation, outreach, engagement, notification, and community information tools for organizations serving families, residents, students, patients, clients, employees, program participants, and community members.

Organizations use ReachWell to send important information through SMS/text message, email, app push notifications, voice calls, web pages, QR code sign-up, social sharing, forms, surveys, calendars, resource libraries, and two-way messaging.

ReachWell is designed to help organizations communicate clearly, accessibly, and in preferred languages, especially with communities that may be underserved by traditional portals, English-only notices, phone calls, printed mail, or app-only communication.

2. What This Policy Covers

This Privacy Policy explains how ReachWell collects, uses, protects, and shares information when:

• an organization uses ReachWell to communicate with its contacts;
• an administrator, staff member, or partner uses the ReachWell platform;
• a recipient receives or responds to a ReachWell message;
• a user creates or accesses a ReachWell account;
• a person visits ReachWell's websites or support resources.

In this policy:

• "ReachWell," "we," "us," or "our" means ReachWell and its authorized employees, contractors, and service providers.
• "Customer" means the organization that uses or contracts for ReachWell, such as a school, district, public agency, housing provider, nonprofit, healthcare organization, public health agency, emergency alerting authority, employer, or community partner.
• "Recipient" means a person who receives or interacts with communications sent through ReachWell, such as a family member, resident, student, patient, client, employee, program participant, subscriber, or community member.
• "Client Contact Data" means contact information and related communication data provided, uploaded, imported, synced, or collected by or on behalf of a Customer.
• "Platform User" means a person who logs into ReachWell, such as an administrator, staff member, teacher, case manager, outreach worker, partner, or authorized user.

3. Our Role: ReachWell Processes Contact Data for Our Customers

ReachWell acts as a service provider and data processor for the organizations that use our platform.

Customers control the contact information they provide to ReachWell. ReachWell processes that information on behalf of the Customer to provide the ReachWell services.

ReachWell does not own, sell, rent, trade, advertise to, or independently market to contacts uploaded, imported, synced, or collected by Customers.

ReachWell does not share one Customer's contact list with another Customer.

ReachWell does not use Client Contact Data to build advertising profiles, sell audiences, enrich third-party databases, generate leads, or market ReachWell services to uploaded contacts.

4. Customer Responsibility for Contact Data and Communications

Customers are responsible for deciding which contacts may be added to ReachWell and which communications may be sent to those contacts.

Customers are responsible for determining whether they have the appropriate legal basis, authority, permission, or relationship to upload contact information and send communications through ReachWell.

Depending on the Customer, the recipient, and the type of communication, this may include:

• consent or opt-in;
• enrollment in a school, program, service, or organization;
• membership or participation in a program;
• a resident, patient, client, employee, parent, guardian, student, or service relationship;
• contractual necessity;
• public agency authority;
• emergency notification authority;
• school official or vendor status;
• legitimate operational or service-related communication;
• legal obligation;
• another lawful basis.

ReachWell provides tools that may help Customers manage opt-ins, opt-outs, language preferences, communication channels, delivery status, contact source, group membership, and communication preferences. The Customer remains responsible for using those tools appropriately and complying with laws that apply to its communications.

5. Information Customers May Provide to ReachWell

Customers may provide, upload, import, sync, or collect information through ReachWell, including:

• name;
• phone number;
• email address;
• mailing address;
• preferred language;
• communication preferences;
• group, class, property, program, department, or location affiliation;
• role or relationship to the Customer;
• student, parent, guardian, resident, patient, employee, staff, client, member, subscriber, or participant status;
• account or login information;
• message history;
• form or survey responses;
• attendance, calendar, or event responses;
• delivery, open, click, reply, and engagement data;
• other information the Customer chooses to provide or collect through ReachWell.

Customers should not provide sensitive information to ReachWell unless their agreement with ReachWell permits it and the Customer has determined it is appropriate and lawful to do so.

6. Information Recipients May Provide

Recipients may provide information when they interact with ReachWell, including when they:

• reply to a message;
• complete a form or survey;
• update contact information;
• choose a language preference;
• change notification preferences;
• sign up through a QR code, web form, keyword, link, or other opt-in method;
• create or access a ReachWell account;
• contact support.

This information may be made available to the Customer that sent the message or manages the relevant group, account, or communication channel.

7. Information Platform Users May Provide

Platform Users may provide information such as:

• name;
• work email address;
• phone number;
• title or role;
• organization name;
• login credentials;
• permissions and access levels;
• message content;
• files, images, forms, surveys, resources, translations, or other content uploaded to ReachWell;
• support requests and communications with ReachWell.

8. Information We Collect Automatically

When people use ReachWell websites, apps, messages, or platform tools, we may collect technical and usage information such as:

• browser type;
• device type;
• IP address;
• operating system;
• pages viewed;
• date and time of use;
• login and access activity;
• message delivery status;
• message open, click, response, and engagement activity;
• app downloads or app activity;
• error logs;
• cookies or similar technologies.

We use this information to operate, secure, troubleshoot, improve, and report on the ReachWell services.

9. How We Use Information

ReachWell uses information to provide the services requested by our Customers, including to:

• send and deliver messages;
• translate messages;
• support multilingual communication;
• manage contacts, groups, and communication preferences;
• provide two-way messaging;
• provide forms, surveys, calendars, resources, and sign-up tools;
• support SMS, email, app, voice, web, QR code, and other communication channels;
• provide delivery, engagement, and usage reporting;
• help Customers manage outreach and communication workflows;
• provide customer support;
• maintain, secure, troubleshoot, and improve the platform;
• prevent abuse, fraud, spam, and unauthorized access;
• comply with legal obligations;
• enforce agreements and acceptable use requirements.

ReachWell may use service usage, delivery, and engagement data for internal analytics and service improvement, but we do not use Client Contact Data for advertising, resale, unrelated marketing, or independent outreach.

10. Translation and Language Access

ReachWell helps Customers communicate in multiple languages. Customers may use ReachWell to translate message content, inbound replies, forms, surveys, resources, or other communications.

ReachWell may use automated translation, human review, customer-edited translations, or a combination of these methods depending on the service configuration and Customer instructions.

Customers are responsible for reviewing, approving, and using translated content appropriately, especially for critical, legal, health, safety, emergency, or time-sensitive communications.

11. How Information Is Shared

ReachWell may share information only in limited ways:

With the Customer

Information related to a Customer's contacts, users, messages, forms, surveys, delivery, and engagement may be available to that Customer and its authorized users.

With Authorized Users and Partners

A Customer may choose to give access to staff, departments, schools, agencies, partner organizations, contractors, or other authorized users. Access is controlled by the Customer's configuration, permissions, groups, and account settings.

With Service Providers

ReachWell may use trusted service providers to operate the platform, such as hosting providers, message delivery providers, email services, SMS providers, voice providers, analytics tools, support tools, security tools, translation providers, and other vendors needed to provide the services.

These providers may access information only as needed to provide services to ReachWell and must protect information in accordance with their obligations to ReachWell.

When Required by Law

ReachWell may disclose information if required by law, subpoena, court order, government request, or other legal process, or if necessary to protect rights, safety, security, or the integrity of the service.

In a Business Transaction

If ReachWell is involved in a merger, acquisition, financing, reorganization, bankruptcy, sale of assets, or similar business transaction, information may be transferred as part of that transaction. ReachWell will require the recipient to protect information in a manner consistent with this policy and applicable law.

12. What ReachWell Does Not Do

ReachWell does not:

• require Client Contact Data;
• sell Client Contact Data;
• rent Client Contact Data;
• trade Client Contact Data;
• advertise to uploaded contacts;
• use uploaded contacts for unrelated marketing;
• share one Customer's contacts with another Customer;
• build advertising profiles from Client Contact Data;
• use student records for targeted advertising;
• knowingly collect personal information from children outside the direction of a Customer or applicable legal basis.

Mobile phone numbers and SMS opt-in consent will not be shared with or sold to third parties or affiliates for marketing or promotional purposes.

13. Communication Preferences and Opt-Outs

Recipients may be able to manage communication preferences, language preferences, and notification channels through ReachWell, depending on the Customer's configuration and the type of communication.

Recipients may opt out of certain non-emergency communications where supported by law, carrier rules, and Customer settings.

Some communications may continue even after a recipient opts out of general or non-emergency messages. These may include emergency, safety, legally required, school-related, healthcare-related, public health, service-related, account-related, or other critical communications where permitted or required by law or the Customer's authority.

This does not apply to text messages (SMS). Text messages you receive through ReachWell are sent on behalf of your school, district, or organization, and you may be added by them, for example from their records, or sign up to receive them. Message frequency varies. Message and data rates may apply.

Text STOP to stop text messages at any time. Texting STOP stops all text messages from that number, including emergency and safety alerts, until you text START to turn them back on; ReachWell cannot override a STOP request. Text HELP for help, or contact ReachWell at support@reachwellapp.com.

Customers are responsible for honoring opt-out, unsubscribe, and communication preference requests that apply to their communications.

14. Children, Students, and Schools

For school and district Customers, ReachWell may process student education records, parent and guardian contact information, staff information, classroom or group information, message content, and related data as directed by the school or district.

ReachWell processes school data for school purposes and does not use student data for targeted advertising.

Where applicable, ReachWell supports school compliance with laws such as FERPA, COPPA, and other student privacy laws. ReachWell relies on the school or district to determine when parental consent is required and to obtain any required consent.

If a parent, guardian, or eligible student wants to access, correct, or delete student information, they should usually contact the school or district directly. ReachWell will assist the school or district in responding to these requests as appropriate.

15. Healthcare, Public Health, and Sensitive Communications

Some Customers may use ReachWell for healthcare, public health, benefits navigation, social services, or other sensitive communications.

Customers are responsible for determining whether their use of ReachWell involves protected health information, sensitive personal information, or other regulated data, and whether a business associate agreement, data processing agreement, or other additional terms are required.

ReachWell will process such information according to the applicable agreement with the Customer and applicable law.

16. Emergency and Public Safety Communications

Some Customers may use ReachWell for emergency alerts, public safety messages, crisis communication, closures, disaster recovery, preparedness, public health notices, or other time-sensitive communications.

Recipients may not be able to opt out of certain emergency, safety, or legally required messages where the Customer has authority to send them.

Customers are responsible for message content, targeting, urgency level, and compliance with laws and rules that apply to emergency or public safety communications.

17. Data Security

ReachWell uses administrative, technical, and physical safeguards designed to protect information from unauthorized access, disclosure, alteration, or destruction.

These safeguards may include access controls, authentication, encryption in transit, secure hosting infrastructure, monitoring, logging, firewall protection, role-based permissions, and internal policies for employee and contractor access.

No system can guarantee complete security. Customers and users are responsible for protecting their own login credentials, devices, access codes, and account permissions.

If ReachWell becomes aware of a security incident involving personal information, ReachWell will notify affected Customers or users as required by applicable law and applicable agreements.

18. Data Retention and Deletion

ReachWell retains information for as long as needed to provide the services, comply with legal obligations, resolve disputes, enforce agreements, maintain security, support backups, and meet Customer instructions.

Customers may request deletion or export of Client Contact Data according to their agreement with ReachWell and applicable law.

Deleted information may remain in backups for a limited period before it is overwritten or securely deleted according to ReachWell's backup practices.

19. Access, Correction, and Deletion Requests

Because Customers control Client Contact Data, recipients should usually contact the Customer directly to access, correct, delete, or update their information.

ReachWell will assist Customers in responding to privacy requests as required by applicable law and applicable agreements.

Platform Users may contact ReachWell to request access, correction, or deletion of information associated with their ReachWell account, subject to Customer instructions, security requirements, legal obligations, and account administration needs.

20. Cookies and Website Information

ReachWell may use cookies and similar technologies to operate our websites, remember preferences, support login sessions, analyze usage, improve services, and protect security.

Users may be able to disable cookies through browser settings, but some website or platform features may not work properly without cookies.

21. Data Location

ReachWell primarily hosts and processes data in the United States. If users access ReachWell from outside the United States, their information may be transferred to, stored in, and processed in the United States.

22. Changes to This Policy

ReachWell may update this Privacy Policy from time to time. When we make material changes, we will update the effective date and provide notice as required by law or applicable agreement.

23. Contact Us

Questions about this Privacy Policy may be sent to:

ReachWell
1501 W Campus Dr., Ste. L
Littleton, CO 80120
Email: info@reachwellapp.com
Support: support@reachwellapp.com