LensLlama Privacy Policy

From ECPs: account information (name, professional title, email, phone); practice information (practice name, business address, business contact details); payment information for your subscription (processed by Stripe — we do not see or store your card number, only a Stripe reference); and the order data you create (prescription values, frame and lens specifications, the lab you select) — all identified by our order number, never by patient identity.

From Labs: lab account information (name, role, email, phone); lab business information (name, ship-from address, turnaround, services and capabilities); pricing data you provide; and a Stripe Connect identifier when you connect your payout account (not your banking details, which live with Stripe).

From all users: basic technical data needed to operate the platform — IP address (security and rate-limiting), browser/device type, pages visited and actions taken (product improvement), and cookies as described in our cookie banner.

Phone number. If you provide your phone number and opt in during account onboarding, we use it solely to send transactional order status text messages via our SMS provider, Twilio Inc. Your phone number is not shared with any other third party and is not used for marketing. We do not sell, rent or share mobile numbers or SMS consent with third parties or affiliates for any purpose. Message frequency varies based on your order volume. Message and data rates may apply. You can revoke consent at any time by replying STOP to any SMS, or reply HELP for support, or update your notification preferences in your account settings. This number is not monitored for replies other than STOP and HELP — for anything else, email contact@lensllama.net. The complete SMS program terms are in our SMS Terms of Use. SMS is sent to optical laboratory accounts only — see the SMS notifications disclosure for the full terms.

By design, LensLlama never collects:

• Patient names, dates of birth, ages, or any other patient identifiers
• Patient medical records, examination notes, or clinical history
• Patient insurance information (carrier, member ID, policy number)
• Patient contact information (address, phone, email)
• Patient SSNs, driver’s license numbers, or government IDs
• Any data that could re-identify a specific patient

If you accidentally include patient information in a free-text field (we minimize these), we will work to remove it. Do not paste or type patient identifiers into any LensLlama form. Our forms are structured (dropdowns, enums) precisely to prevent this.

We use the data we collect to:

• Provide the platform: route orders, calculate prices, generate shipping labels, process payments, deliver email notifications
• Communicate with you: order status, billing notices, support replies, occasional product announcements
• Improve the product (in aggregate; we do not target individuals)
• Protect the platform: detect fraud, prevent abuse, enforce Terms
• Comply with legal obligations

We do not sell your data. We do not use your data for advertising. We do not share your data with third parties for their marketing purposes.

We share data only with the service providers we need to operate the platform, and only the minimum each provider needs:

We may also disclose information to comply with legal obligations (court orders, subpoenas) or to protect the rights, property, or safety of LensLlama, our users, or the public.

• Active accounts: as long as your account is active
• Closed accounts and order records: retained 7 years after closure for tax, accounting, and legal-defense purposes, then deleted
• Server logs: retained 90 days, then deleted

If applicable law requires longer retention (or earlier deletion), we follow the law.

Depending on where you live, you may have rights to access, correct, delete, or port your data, to opt out of marketing emails (every email has an unsubscribe link), and to lodge a complaint with your data protection authority. Email contact@lensllama.net to exercise these rights; we may retain data we are legally required to keep. We honor requests within the time required by applicable law (typically 30 days).

• Encryption in transit: all connections use HTTPS (TLS 1.2+)
• Encryption at rest: our database is encrypted at rest
• Access controls: internal access is role-based and audit-logged
• Authentication: link-based sign-in (no passwords to compromise)
• Sessions expire after 8 hours of inactivity, with a maximum lifetime of 8 hours on a shared device or 30 days when you choose “Remember this device”
• Rate limiting and audit logging
• PCI: we never see or store card numbers — Stripe handles them
• No PHI architecture: we do not collect Protected Health Information, eliminating a major class of risk

No system is perfectly secure. If we discover a security incident that affects your data, we will notify you as required by applicable law.

We use minimal cookies, all described in our cookie banner: essential cookies (required for the platform to function, e.g. remembering you’re signed in) and functional cookies (remembering your preferences). We do not use advertising cookies, and we do not use third-party analytics that share data with advertisers. We never sell your cookie data.

We may update this Privacy Policy from time to time. We will post the updated policy here with a new “Last updated” date. Significant changes will be communicated by email.

Privacy questions, data requests, or concerns: contact@lensllama.net · Foundry Lane LLC (mailing address available on request). We respond to privacy inquiries within 5 business days.