Look Health Privacy Policy

Effective: May 27, 2026

Look Health (“we”, “our”, “us”) helps members understand their laboratory results while respecting the confidentiality of personal health information. This Privacy Policy explains how we collect, use, disclose, and protect information when you use Look Health services, including the optional AI-generated summaries.

1. Information We Collect

We collect information that you provide directly to us, information generated in the course of delivering lab services, and data created through optional features such as AI summaries.

Account Information: Name, email, contact details, and consent preferences captured during registration and account management.
Laboratory Data: Biomarker readings, kit identifiers, order history, clinician notes, and supporting metadata supplied by our lab partners.
AI Summary Inputs: When you opt in, we assemble a de-identified payload containing biomarker values, reference ranges, and kit identifiers. We remove personal identifiers such as names, addresses, and dates of birth before processing.
Usage Data: Device information, log files, and analytics describing how you use our web app. We use this to maintain service reliability and monitor consent flows.

2. How We Use Information

We process information to provide our services, support your wellness journey, and meet legal obligations.

Delivering lab reports, dashboards, notifications, and support responses.
Generating optional AI summaries when you have provided consent.
Maintaining audit trails for consent, revocation, and summary access.
Improving product experience, including analytics on feature adoption and performance.
Complying with applicable privacy, health, and consumer regulations.

3. AI Summary Processing

AI summaries are strictly opt-in. When enabled, we send only de-identified biomarker data to our AI infrastructure hosted by OpenAI. The payload contains:

Kit code and biomarker measurements.
Reference ranges and descriptive labels to contextualise results.
No direct identifiers (names, addresses, DOB, email, or free text notes).

Summaries are cached in our database to speed up future viewing. If you revoke consent, we delete the cached summaries and halt AI processing until you opt in again.

4. Third-Party Integrations (Consultations)

When you book or provide a video consultation, we may use third-party conferencing services on behalf of consultants:

Google Calendar / Google Meet: Optional calendar sync and Meet links for consultants who connect Google.
Zoom: Optional Zoom meetings for consultants who connect their Zoom account via OAuth. Look Health stores an encrypted refresh token to create meetings; we do not store Zoom passwords. Meeting times, join URLs, and related booking details are stored with the consultation record.
Stripe: Payment processing for paid consultations (card data is handled by Stripe, not stored on our servers).

Consultants control which video platform they use. Members receive join links after a booking is confirmed. For details on connecting or removing Zoom, see our Zoom integration guide.

5. Sharing & Disclosure

We do not sell personal information. We may share limited data with:

Lab Partners: To fulfil testing services you request.
Service Providers: Trusted vendors (e.g., hosting, analytics, AI infrastructure, video conferencing, payment processing) who are bound by confidentiality agreements.
Legal Obligations: Regulators or authorities when required by law or to protect member safety.

6. Data Retention

We retain account and lab data for as long as you maintain an account, or as required by healthcare record regulations. AI summaries are removed when consent is revoked or upon request. Log data is retained for auditing and security purposes and then securely deleted or anonymized.

7. Your Rights & Choices

Depending on your location, you may have rights regarding your personal information, including the right to access, correct, delete, or restrict certain processing, and the right to withdraw consent where processing is consent-based (for example, AI summaries).

Consent Management: Enable or revoke AI summaries from the results page or account settings.
Access & Correction: Update profile information or request a copy of your data.
Deletion: Request account deletion; we will remove or anonymize records subject to legal retention requirements.
Marketing Preferences: Opt out of optional emails using unsubscribe links or by contacting us.
Consultant integrations: Consultants may disconnect Zoom or Google Calendar from the consultant profile at any time.

To exercise these rights, contact us at privacy@lookhealth.com or through our support page. We will respond within the timeframes required by applicable law. You may also have the right to lodge a complaint with a supervisory authority in your jurisdiction.

8. Security

We employ technical and organizational safeguards, including encryption in transit and at rest, role-based access controls, consent audits, and monitoring for anomalous activity. No system is perfect, but we continuously improve our defences and investigate potential incidents promptly.

9. International Transfers

Data may be processed in Canada and other jurisdictions where our trusted vendors operate. We ensure protections consistent with this policy and applicable law for all cross-border transfers.

10. Children

Look Health is designed for adults. If we learn that we inadvertently processed personal data from a child without proper authorization, we will delete that information.

11. Policy Updates

We may update this policy to reflect new laws or product changes. Material updates will be communicated through email or in-app notices, and the “Effective” date will change. Continued use of our services after an update signifies acceptance.

12. Contact Us

If you have privacy questions or requests, contact Look Health at privacy@lookhealth.com, hello@lookhealth.com, or our public support page (https://peek.lookhealth.com/support).