Privacy Policy

1. Who we are

Wellora (“Wellora,” “we,” “us,” or “our”) is testing a service to help Michigan families understand Medicaid Home Help and its application process. MDHHS makes eligibility decisions and authorizes services. We are not affiliated with or endorsed by the U.S. government, Medicare, or Medicaid.

This Privacy Policy describes how we collect, use, and protect your personal information when you visit our website at wellora.care, submit a benefits inquiry form, or speak with one of our specialists.

2. Information we collect

We collect the following categories of personal information:

• Contact information: Your name, phone number, and state of residence, provided when you submit our benefits inquiry form.
• Communication records: Recordings and transcripts of calls with Aria (our AI benefits specialist) and our human specialists. You will be notified before any call is recorded.
• Eligibility information: Your relationship to the person needing care, state, household members and their ages, estimated monthly household income, and information you share about care needs or Medicaid coverage. We do not ask for Social Security numbers, Medicaid ID numbers, or financial account information during the initial check.
• Technical data: IP address, browser type, device type, pages visited, and time on site, collected automatically via cookies and similar technologies.
• Communications: Messages you send through website chat are saved so you can return to the conversation and authorized Wellora team members can review requests for help. Browser access to a conversation expires after 24 hours; this does not delete the saved record. We also collect messages you send by email or text. Please do not send Social Security numbers, Medicaid ID numbers, or financial account details in chat.

3. How we use your information

We use the information we collect to:

• Explain Michigan Home Help and help you choose the next step;
• Contact you by phone, text, or email regarding your eligibility results or to schedule a follow-up appointment;
• Improve our services and train our AI systems;
• Comply with applicable laws and regulations, including TCPA, HIPAA, and state telemarketing laws;
• Maintain records as required by law;
• Prevent fraud and ensure the security of our platform.

We do not use your personal information for general marketing to third parties. We do not sell your information to data brokers, advertisers, or lead-generation aggregators.

4. TCPA consent and phone contact

By submitting your information through our benefits inquiry form, you expressly consent to be contacted by Wellora, including by automated telephone dialing systems and pre-recorded messages, at the phone number you provide. This consent applies even if your number is listed on a state or federal Do Not Call registry.

You may revoke this consent at any time by telling us “stop” or “do not call” during any call, by texting STOP to our number, or by submitting a Do Not Call request at wellora.care/do-not-call. We will honor your request within 10 business days.

Wellora schedules outbound calls between 9:00 AM and 9:00 PM in your local timezone.

5. Call recording disclosure

Calls with Wellora may be recorded for quality assurance, training, and compliance purposes. You will be informed at the start of any call that it may be recorded. In states that require two-party consent to recording (including Michigan, Florida, Illinois, and Pennsylvania), we obtain your consent before recording begins. If you do not wish to be recorded, please tell us at the start of the call.

6. How we share your information

We do not sell your personal information. We may share your information with:

• Wellora specialists: Team members who help with your inquiry after the initial AI conversation or online questions.
• Service providers: Vendors who help us operate our platform (e.g., cloud hosting, telephony, scheduling software). These providers are contractually prohibited from using your data for any purpose other than providing services to us.
• Regulatory and legal authorities: When required by law, court order, or to protect our legal rights.
• Successors: In the event of a merger, acquisition, or sale of assets, your information may be transferred to the successor entity.

If, in the future, we refer you to a third-party insurer or Medicaid plan with your permission, we will clearly disclose this before sharing your information and obtain your explicit consent.

7. Data security

We use industry-standard security measures to protect your personal information, including 256-bit encryption in transit and at rest, access controls, and regular security reviews. Phone numbers and other sensitive identifiers are hashed before storage in our analytics systems.

No method of transmission over the internet is 100% secure. While we work hard to protect your information, we cannot guarantee absolute security.

8. Data retention

We retain your personal information for as long as necessary to provide our services and comply with our legal obligations. Call recordings are retained for a minimum of two years for compliance purposes. You may request deletion of your information at any time (see Section 9).

9. Your rights

Depending on your state of residence, you may have the right to:

• Access the personal information we hold about you;
• Correct inaccurate information;
• Delete your personal information (subject to legal retention requirements);
• Opt out of any sale or sharing of your information (we do not sell your data);
• Revoke your consent to be contacted by phone or text at any time.

To exercise any of these rights, contact us at privacy@wellora.care. We will respond within 30 days.

10. Children's privacy

Our services are intended for adults aged 18 and older. We do not knowingly collect personal information from individuals under 18. If we learn that we have inadvertently collected information from a minor, we will delete it promptly.

11. Third-party links

Our website may contain links to third-party websites. We are not responsible for the privacy practices of those sites and encourage you to review their privacy policies before providing any information.

12. Changes to this policy

We may update this Privacy Policy from time to time. We will post the updated policy on this page with a revised “Last updated” date. If we make material changes, we will provide additional notice (such as a notification on our website or via email if we have your contact information).

13. Contact us

If you have questions or concerns about this Privacy Policy or how we handle your information: