Introduction
Appius ("we," "us," "our") operates a non-emergency medical transportation (NEMT) routing platform that connects transportation providers with trip management and driver coordination tools. This Privacy Policy explains how we collect, use, store, and protect your personal information when you use the Appius platform, including our mobile application, website, and SMS messaging services.
By using Appius, you agree to the practices described in this policy.
Information We Collect
Information You Provide
- Account information – Name, email address, phone number, and login credentials provided during driver or provider registration.
- Professional information – Driver's license details, vehicle information, and other credentials required for NEMT operations.
- Communication preferences – Your opt-in status for SMS notifications and other communication channels.
- Trip records – Proof-of-service photos and rider signatures captured on trips your transportation organization flags as requiring them, and trip notes you write in the app. These are uploaded to your organization's account as trip records and are visible to its dispatch team.
Information Collected Automatically
- Device information – Device type, operating system, and app version.
- Location data – GPS location while you are on an active route, including when the app is in the background or closed. Your live location is shared in real time with your transportation organization's dispatch team to coordinate trips, detect arrivals, and provide accurate pickup and drop-off times. Location collection starts when you begin a route and stops when the route ends; on Android, a persistent notification is shown the entire time your location is being collected. We never collect location for advertising or marketing purposes.
- Push notification tokens – A device token and preferred language, used solely to deliver route and trip notifications to your device.
- Usage data – Interaction with app features, trip history, login timestamps, and performance data.
- SMS data – Records of SMS messages sent to your phone number, including message type, delivery status, and opt-in/opt-out actions.
Product Analytics
We use PostHog, a third-party product analytics service, on both this website and the signed-in Appius dispatch console, so that we can see how the product is used and where it gets in people's way. The two are configured differently, because the console displays rider information and this website does not.
On this website
We record page views, the campaign or referrer you arrived from, and general device and browser information. If you reach us from a link that contains your email address — for example, a link in an email we sent you — that address is used to recognize you across visits.
In the dispatch console
Analytics in the signed-in console is deliberately limited to what a dispatcher's own account does, never to the people they arrange transportation for. We collect:
- The dispatcher's identity – The email address of the signed-in user, and the organization they are working in.
- Which pages were visited – The web address of each page in the console. Because those addresses identify the record on screen, this indicates which rider, trip, driver, vehicle, account or invoice a dispatcher was looking at, and on list screens it includes any text typed into the search box.
- A short list of workflow milestones – Signing in, creating an organization, accepting an invitation, finishing setup, creating a trip, and completing an import. These carry no names, addresses, phone numbers, or appointment details.
- Page performance measurements – How quickly the console loaded and responded.
- Session recordings – Reconstructions of what was on screen and how the console was used. See below.
We do not capture the text of what is clicked, and beyond the page addresses described above, the individual events we record carry no rider names, addresses, phone numbers, trip destinations, appointment times or trip notes — though session recordings, described below, do. When Appius support staff access a customer's console to help with a problem, that activity is not recorded in analytics at all, including session recordings.
Session recordings in the dispatch console
The dispatch console records replays of dispatcher sessions, so we can see where the product is confusing or slow. A replay is a reconstruction of the page — its layout, text, navigation and interactions — rather than a video file, but it reproduces what the dispatcher saw.
Rider information visible on screen is part of these recordings.That includes rider names, addresses, phone numbers, trip destinations and appointment times where they appear in the console, anything typed into a form, the dispatch map and its pick-up and drop-off pins, and conversations with the AI dispatch assistant. Depending on our analytics provider's settings, the data the console requests from our servers may also form part of a recording.
Recordings are made only in the signed-in dispatch console, which is used by transportation provider staff — never in the driver mobile application, and never for riders directly. They are held by our analytics provider under the retention period configured for our account, and are used only to diagnose and improve the product.
How We Use Your Information
We use the information we collect for the following purposes:
- Platform operations – To manage your account, assign routes and trips, and provide core NEMT routing functionality.
- Communications – To send you account verification codes, route updates, schedule notifications, and service alerts via SMS and in-app notifications.
- Security – To authenticate your identity, protect against unauthorized access, and maintain the integrity of the platform.
- Improvements – To analyze usage patterns and improve the Appius platform, features, and user experience.
- Legal compliance – To comply with applicable laws, regulations, and legal obligations.
SMS Messaging & Phone Numbers
We take the privacy of your phone number seriously.
- Your phone number is collected solely for the purpose of delivering account verification codes, route updates, and operational notifications through our SMS messaging program.
- We do not sell, rent, or share your phone number with third parties for marketing or promotional purposes.
- We do not share your phone number or SMS opt-in data with third parties for their own use. Phone numbers and consent information are only shared with our SMS service provider (Twilio) for the sole purpose of delivering messages on our behalf.
- SMS consent and opt-in data is not used for any purpose other than delivering the messages you consented to receive.
Data Sharing
We may share your personal information only in the following circumstances:
- Service providers – With trusted third-party vendors who perform services on our behalf, such as SMS delivery (Twilio), cloud hosting, error monitoring (Sentry), and product analytics (PostHog — see Product Analytics above for exactly what is and is not sent). These providers are contractually bound to use your information only for the services they provide to us.
- Transportation providers – Trip-related information (such as pickup times and locations) and, while you are on an active route, your real-time GPS location are shared with the NEMT providers and dispatchers you work with through the platform, as necessary for trip coordination and rider arrival estimates.
- Legal requirements – When required by law, regulation, subpoena, court order, or other legal process, or to protect the rights, safety, or property of Appius, our users, or the public.
- Business transfers – In connection with a merger, acquisition, or sale of assets, in which case your information would remain subject to this Privacy Policy.
We do not sell your personal information to third parties.
Data Security
We implement industry-standard security measures to protect your personal information, including:
- Encryption of data in transit and at rest.
- Secure authentication using SMS verification codes, with an optional biometric app lock (Face ID, fingerprint, or device passcode). Biometric authentication is performed entirely on your device by the operating system — Appius never receives, transmits, or stores your biometric data.
- Access controls limiting employee and contractor access to personal data on a need-to-know basis.
- Regular security reviews and updates.
While we take reasonable steps to protect your data, no method of electronic transmission or storage is completely secure, and we cannot guarantee absolute security.
Data Retention
We retain your personal information for as long as your account is active or as needed to provide services to you. If you deactivate your account or request deletion, we will delete or anonymize your personal data within 30 days, except where we are required to retain it for legal, regulatory, or legitimate business purposes.
SMS records and consent data are retained for the duration of your participation in the messaging program and for a reasonable period thereafter to comply with regulatory obligations.
Your Rights
Depending on your location, you may have the following rights regarding your personal information:
- Access – Request a copy of the personal data we hold about you.
- Correction – Request that we correct inaccurate or incomplete information.
- Deletion – Request that we delete your personal data, subject to certain legal exceptions.
- Opt-out of SMS – Opt out of text messages at any time by replying STOP to any Appius message.
- Withdraw consent – Withdraw your consent for data processing where consent is the legal basis.
To exercise any of these rights, contact us at support@appius.tech. We will respond to your request within 30 days.
Children's Privacy
Appius is not intended for use by individuals under the age of 18. We do not knowingly collect personal information from children. If we become aware that we have inadvertently collected information from a minor, we will take steps to delete it promptly.
Changes to This Policy
We may update this Privacy Policy from time to time. When we make changes, we will update the "Last Updated" date at the top of this page. We encourage you to review this policy periodically. Continued use of Appius after changes are posted constitutes your acceptance of the revised policy.
Contact Us
If you have questions or concerns about this Privacy Policy or our data practices, please contact us at: