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Privacy Policy

Effective date: August 27, 2026 · Last updated: August 27, 2026
Avista Medical Supplies, a d/b/a of White Aid Medical Supply Inc. · 674 Myrtle Avenue, Brooklyn, NY 11205

About this policy

This Privacy Policy explains how we collect, use, and share information through avistamedical.com (the “Site”).

Important — two different sets of rules apply to us.

Health information we hold as a HIPAA-covered healthcare provider — including information about prescriptions, insurance claims, and equipment provided through your insurance benefits — is protected health information (PHI) and is governed by our Notice of Privacy Practices, not by this policy. This Privacy Policy governs the rest: how our website works, what we collect when you browse, and how we handle cash purchases.

Where the two overlap, the Notice of Privacy Practices and HIPAA control.

1. Information we collect

Information you give us

  • Contact and account information: name, email address, phone number, delivery and billing addresses.
  • Order information: items purchased, prices, order history, delivery preferences, and notes you provide about access to your home.
  • Payment information: payment card details are collected and processed directly by our payment processor. We receive a confirmation, the last four digits, and card type. We do not store full card numbers.
  • Prescriptions and clinical documentation you upload or authorize us to obtain, for products that legally require them.
  • Insurance information you provide when requesting insurance verification: insurance card images, member ID, date of birth, photo identification, and related documentation.
  • Communications: messages you send us by email, phone, text, or through the Site, including conversations with our Care Concierge assistant.
  • Photos you upload to the room visualization tool.

Information we collect automatically

  • Device and usage data: IP address, browser type, device type, operating system, referring pages, pages viewed, and timestamps.
  • Cookies and similar technologies — see Section 6.
  • ZIP codes you enter into our delivery checker, which we log to understand demand in areas we do not yet serve.

Information from others

  • Delivery status from shipping carriers.
  • Payment authorization results and fraud signals from our payment processor.
  • Coverage and eligibility information from insurers, and prescriptions from prescribers, when you authorize us to obtain them.

2. How we use information

We use information to:

  • process, fulfill, deliver, and support your orders, including scheduling white-glove delivery and coordinating optional third-party setup;
  • verify prescriptions where required by law;
  • verify insurance coverage and process claims when you request insurance billing;
  • communicate with you about orders, deliveries, prescriptions, resupply schedules, and service issues;
  • provide the Care Concierge, fit checker, and room visualization tools;
  • process payments and prevent fraud;
  • operate, secure, troubleshoot, and improve the Site;
  • understand demand — including which ZIP codes request service we do not yet offer — so we can plan expansion;
  • send marketing communications where you have opted in, and manage your preferences;
  • comply with legal obligations, including recordkeeping required of DMEPOS suppliers, and to establish or defend legal claims.

We do not sell your personal information. We do not share your health information with advertisers, and we do not use health information for advertising.

3. Room visualization photos

Photos you upload to visualize a product in your space are transmitted for processing, used solely to generate your preview image, and are not retained after processing. They are not used to train models, are not shared for advertising, and are not linked to your health information. Please do not upload photos containing other people or sensitive documents.

4. Care Concierge

Conversations with our AI assistant are processed to answer your product questions and are retained to improve the quality of our answers and product catalog. The assistant is instructed to provide product guidance only and to direct clinical questions to your healthcare provider. Please do not enter health details, prescription information, or insurance information into the assistant.

5. How we share information

We share information only as described here:

  • Service providers who work on our behalf under contract: cloud hosting, payment processing, shipping carriers, email and text message delivery, and third-party in-home setup providers. They may use the information only to perform services for us. Providers who handle protected health information do so under HIPAA business associate agreements.
  • Insurers, clearinghouses, and prescribers, when you ask us to bill insurance or when we obtain a required prescription.
  • Legal and safety: when required by law, subpoena, or regulatory authority; to enforce our Terms; to investigate fraud; or to protect the rights, safety, or property of any person.
  • Business transfers: in connection with a merger, acquisition, financing, or sale of assets, subject to the protections in this policy and applicable law.

6. Cookies and analytics

We use cookies and similar technologies to keep you signed in, remember your cart and delivery ZIP code, secure the Site, and understand how the Site is used.

You can control cookies through your browser settings. Blocking some cookies will affect Site functionality — for example, your cart or delivery preferences may not persist. Browser “Do Not Track” signals are not currently standardized; we respond to legally recognized opt-out preference signals as required by applicable law.

7. Marketing communications

If you opt in, we may send emails about products, offers, and reorder reminders. Every marketing email contains an unsubscribe link, and you may also email support@avistamedical.com. Unsubscribing does not stop transactional messages about your orders, deliveries, prescriptions, or insurance requests.

8. Text messaging (SMS)

If you provide your mobile number and agree to receive text messages, Avista may text you about your inquiry, order status, delivery scheduling, or resupply.

No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Information sharing with subcontractors who provide support services, such as customer service providers, is permitted. All other use case categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.

  • Consent: You opt in by checking the consent box on our website form, by requesting texts in writing, or by giving your permission to a member of our team. Consent is never a condition of purchase.
  • Message frequency: Varies based on your order and requests.
  • Cost: Message and data rates may apply.
  • Opting out: Reply STOP to any message to stop receiving texts. Reply HELP for help, or call us at 800-929-5044.
  • Carriers: Mobile carriers are not liable for delayed or undelivered messages.

Text messaging is not a secure channel — please do not send detailed medical information by text. See also the text messaging section of our Terms & Conditions.

9. Data security

We maintain administrative, technical, and physical safeguards designed to protect your information, including encryption in transit and at rest, access controls limiting staff access to those who need it, audit logging of access to health information, and secure cloud infrastructure operated under a business associate agreement.

No system is perfectly secure, and we cannot guarantee absolute security. If a breach affecting your information occurs, we will notify you as required by applicable law.

10. Data retention

We keep information as long as needed for the purposes described here and to meet legal obligations. Medical records, prescriptions, and claims documentation are retained for the periods required of DMEPOS suppliers under federal and New York law. Order and financial records are retained as required by tax and commercial law. Information no longer needed is deleted or de-identified.

11. Your choices and rights

You may:

  • access or correct your account information by signing in or contacting us;
  • request deletion of information we are not required to keep — note that medical records and transaction records subject to legal retention requirements cannot be deleted on request;
  • opt out of marketing at any time, and opt out of text messages by replying STOP;
  • exercise rights over your protected health information, including access, amendment, restriction, and an accounting of disclosures, as described in our Notice of Privacy Practices;
  • exercise state privacy rights where applicable. Depending on your state of residence you may have rights to know, access, correct, delete, or opt out of certain processing. We do not sell personal information or use it for cross-context behavioral advertising. We will not discriminate against you for exercising these rights.

To exercise any right, contact support@avistamedical.com or 718-852-8222. We will verify your identity before acting on a request.

12. Children

The Site is not directed to children under 13, and we do not knowingly collect their information through the Site. Where a parent or guardian orders equipment for a minor patient, that information is handled as described in our Notice of Privacy Practices.

13. Third-party sites

The Site may link to manufacturer or partner sites we do not control. Their privacy practices are their own; review their policies before providing information.

14. Changes to this policy

We may update this policy. Material changes will be posted on the Site with a revised date and, where required by law, communicated to you directly.

15. Contact us

Avista Medical Supplies (White Aid Medical Supply Inc.)
674 Myrtle Avenue, Brooklyn, NY 11205
Email: support@avistamedical.com  ·  Fax: 718-232-3243

For questions specifically about protected health information or to file a privacy complaint, see our Notice of Privacy Practices and contact our Privacy Officer.