CARESHIP

Privacy Policy

Operated by Oneloop Inc. (a Delaware corporation), doing business as Careship

Effective Date: May 31, 2026

This Privacy Policy explains how Oneloop Inc., a Delaware corporation doing business as Careship (“Careship,” “Oneloop,” “we,” “our,” or “us”), collects, uses, stores, discloses, and protects information in connection with our websites, the Ela AI agent, and related software and services (collectively, the “Platform”).

This Policy applies to our Customers (the direct primary care clinics and providers who use the Platform) and to the website visitors and callers who interact with the Platform on a Customer’s behalf, referred to in the direct primary care context as Members. Please also read our Terms and Conditions, which govern use of the Platform.

1. Our Role: Controller and Processor

For information about our own Customers (such as account and billing details), Oneloop acts as a controller and determines how that information is used.

For Member Data that a Customer collects through the Platform, the Customer is the controller and Oneloop acts as a processor or service provider, handling that data on the Customer’s behalf and under the Customer’s instructions. The Customer is responsible for having a lawful basis and all required consents for that data.

2. Information We Collect

(a) Customer Account Information

Name, email address, phone number, and clinic or organization details.
Login credentials, account settings, and configuration data.
Billing and subscription information processed through our payment processor.
Support requests and communications with us.

(b) Member Data Collected Through the Platform

When the Platform engages a Member on a Customer’s behalf, it may collect and store the following on Oneloop systems:

Names, phone numbers, email addresses, and other contact details a Member provides.
Inquiry content, chat messages, and form responses.
Voice call audio recordings and their text transcripts.
Sentiment and conversation summary information generated from interactions.
Lead, appointment request, and membership interest information.

The Platform is not intended to collect structured Protected Health Information or clinical records. A Member may, however, voluntarily disclose health-related information during a conversation. Customers are responsible for governing such disclosures and for executing a Business Associate Agreement with us where required. See our Terms and Conditions, Section 3.

(c) Device and Usage Data

IP address, browser type, device type, and operating system.
Pages viewed, dates and times of access, and referring URLs.
Diagnostic, performance, and error data.

(d) Cookies and Similar Technologies

We use cookies and similar technologies for authentication, security, analytics, and personalization. For details and choices, see our Cookie Policy.

3. How We Use Information

We use information to:

Provide, operate, maintain, and secure the Platform.
Enable Ela to engage Members, capture leads, schedule requests, and conduct outreach as configured by the Customer.
Generate transcripts, summaries, and sentiment insights for the Customer.
Process subscription fees and usage charges.
Provide support, send service notices, and respond to requests.
Monitor, analyze, and improve performance, reliability, and security.
Detect, prevent, and address fraud, abuse, and security incidents.
Comply with legal obligations and enforce our Terms.

We do not sell personal information. We do not use Member Data to train our own foundation models, and we do not permit our AI Sub-processor to use Customer or Member Data to train its general models, consistent with that Sub-processor’s commercial terms.

4. Sub-processors and Service Providers

We engage trusted third parties to deliver the Platform. Each is bound by contractual obligations to protect data and to process it only as needed to provide their service. Our current Sub-processors are:

Sub-processor	Function	Data Involved
Amazon Web Services	Cloud hosting and storage	All Platform data at rest and in transit
Anthropic	AI language model powering Ela	Conversation content processed to generate responses
Twilio	Telephony, SMS, and call connectivity	Phone numbers, call audio, message content
ElevenLabs	AI voice synthesis	Text converted to speech for voice interactions
Stripe	Payment processing	Customer billing details; Customer-collected membership payments

We may update this list as our services evolve. The current list will always be available on this page or on a linked page. Material additions will be reflected with an updated effective date.

5. When We Disclose Information

We do not sell personal information. We may disclose information:

To Sub-processors and service providers as described above.
To a Customer, with respect to Member Data collected on that Customer’s behalf.
To legal or regulatory authorities when required by law, subpoena, or to protect rights, safety, and security.
In connection with a merger, acquisition, financing, or sale of assets, subject to this Policy.
With your consent or at your direction.

6. Data Security

The Platform is hosted on Amazon Web Services using HIPAA-eligible services. We apply administrative, physical, and technical safeguards aligned with HIPAA requirements, including encryption of data in transit and at rest, access controls, and monitoring. Oneloop is in the process of obtaining formal third-party HIPAA attestation.

No method of transmission or storage is completely secure. We cannot guarantee absolute security, and Customers must avoid inputting structured PHI or clinical records in violation of our Terms.

7. Data Retention

We retain Customer account information for as long as an account is active and as needed to provide the Platform, comply with legal obligations, resolve disputes, and enforce agreements. We retain Member Data on behalf of a Customer for as long as needed to provide the service or as instructed by the Customer, after which it is deleted or anonymized within a reasonable period, subject to legal requirements. Customers may export their data as described in our documentation.

8. Your Privacy Rights

Depending on your jurisdiction, you may have rights to access, correct, delete, or port your personal information, and to object to or restrict certain processing. To exercise these rights, contact us using the details below. We will respond as required by applicable law. Where Oneloop acts as a processor for Member Data, requests from Members should be directed to the relevant Customer, and we will assist that Customer as required.

9. California Privacy Rights

If you are a California resident, the California Consumer Privacy Act, as amended, provides you with specific rights regarding your personal information:

The right to know what personal information we collect, use, and disclose.
The right to request deletion of your personal information, subject to exceptions.
The right to correct inaccurate personal information.
The right to opt out of the sale or sharing of personal information. We do not sell or share personal information as those terms are defined under the CCPA.
The right not to receive discriminatory treatment for exercising your rights.

To exercise these rights, contact us at the email below. We will verify your request as required by law. You may use an authorized agent to submit a request on your behalf.

10. Children’s Privacy

The Platform is not directed to individuals under 18, and we do not knowingly collect personal information from minors. If we learn that we have collected such information, we will delete it.

11. United States Only

The Platform is offered to Customers in the United States, and information is processed and stored in the United States. We do not intend the Platform for use outside the United States.

12. Changes to This Policy

We may update this Policy from time to time. Material changes will be posted with an updated effective date. Your continued use of the Platform after changes take effect constitutes acceptance.

13. Contact Us

For privacy questions or requests, contact:

Oneloop Inc., doing business as Careship

Email: hello@careshiphealth.com

Phone: +1 323 310 1076

Frequently asked questions

Built on world class architecture.
Modern. Fast. Secure.

What problem Ela is solving?

After google or social search, your visit always either call you or check your website — Ela handles both channels for you.Capture visitors in those critical first seconds, turning browsing into instant engagement—and engagement into immediate membership.

Simply connect Ela to your phone number and website — it engages visitors, answers calls, explains your DPC, builds trust, and sells memberships. Every lead is tracked, drop-offs get callbacks, and no opportunity is lost — delivering a hands-free growth engine that keeps your panel full.

How does Ela score against other agents?

We compared Ela againts the best specialised as well as generic agents out there and Ela showed a 17% higher impact than other agents.

Check the test results

How Ela works?

Ela integrates into your website and starts engaging with your members in minutes. Sign up on careshiphealth.com, setup Ela & add the embed code to your website. You can simply email the code to your technician too.

Can I personalise Ela?

Yes. Ela is a first customisable agent created for healthcare. Ela can fetch your website links. You can also upload additional knowledge base and let Ela respond the way you want.

How does Ela pricing work?

We offer simple pricing of $49 per seat per month for our Ela Suite. We offer pay as you go pricing for omni channel outreach and Ela’s outcomes.

What's the foundation model for Ela?

Ela is built on most advanced anthropic model – Claude Sonnet 3.5 and gets upgraded to 3.7 as required. Its hallucination free and understand the context and content with precision.

I use Hint for memberships. Will Ela replace that?

No. Ela smart tiles also support adding external links. You can add your membership links so that all your links are in one place for your website visitors. That way you have also enjoy the power of Ela’s instant engagement and lead collection engine. Ela gives you complete freedom to configure your external links so that you can enjoy both – the goodness of hint memberships as well as the warmth of AI assistance.

What if I use another lead management system. Will Ela replace that?

No. Keep Ela as your website instant engagement assistant. Every month download the leads collected by Ela and upload it to your core lead management tool. No restrictions.

I already use Spruce for patient communication. Will Ela replace that?

No. Ela doesn’t mandate any replacement. Using Ela’s other mods like communication, tasks etc is not mandatory. Ela can continue to be your instant engagement agent for website visitors while keeping your freedom to use any other tool intact.

Does Ela offer a free trial?

Yes we do offer 90 day free trial for our early co-pilot users. For anyone joining after, we will continue to offer a 15 day free trial.

Can I import or export data from Ela?

Yes! Getting your existing data in or out is easy. Simply export your existing customers to a .csv file and import them within a couple of clicks. Same for the exports. Enjoy your freedom.

Careship is an all-in-one DPC growth engine

Ela runs acquisition, conversion, onboarding, payments, and outreach in one flow. Capture website visitors & incoming callers in those critical first seconds, turning browsing into instant engagement—and engagement into immediate membership.