How Telemedica collects, uses, shares and protects your information, and the choices you have.
Effective November 3, 2026
The short version
We collect what we need to arrange your evaluation and prepare your medical evidence: your contact details, your service and medical history, the records you upload and, only if you choose to connect it, information from your VA.gov account.
We use your information to deliver the services you buy, to run the practice and to keep you informed. We never sell it, and your health information is never used for advertising.
We share it with the licensed providers who evaluate you, with vendors that work for us under contract, and otherwise only when the law requires it or you ask us to.
You can see, correct, download and delete your information, disconnect VA.gov at any time, and stop marketing messages with one click.
The short version is a guide. The sections below are the document.
1. Who we are and what this policy covers
Telemedica LLC ("Telemedica", "we", "us") operates telemedica.com, the Telemedica customer portal at app.telemedica.com, the Telemedica mobile apps and the services offered through them (together, the "Services"). This policy explains what personal information we collect, how we use and share it, how we keep it safe, how long we keep it and what choices you have.
Telemedica arranges and supports medical evaluations and medical evidence for veterans pursuing VA disability claims: nexus letters, Disability Benefits Questionnaires (DBQs), mental health evaluations, medical record reviews and rebuttal letters. The evaluations are performed by independent, licensed clinicians who use our platform. Your health information is protected health information under the Health Insurance Portability and Accountability Act (HIPAA). Our Notice of Privacy Practices describes your HIPAA rights; where this policy and that Notice say different things about health information, the Notice governs.
Telemedica is a private company. It is not part of, affiliated with, endorsed by or sponsored by the U.S. Department of Veterans Affairs (VA) or any other government agency. Telemedica is not an accredited claims agent, attorney or Veterans Service Organization and does not prepare, present or prosecute VA claims.
This policy applies to every Telemedica site, app and service that links to it. It does not apply to other websites or services, including VA.gov, Login.gov, ID.me, our payment processors or video providers, each of which has its own policy.
2. The information we collect
Information you give us
Identity and contact details: name, email address, phone number, mailing address, date of birth and the state you live in.
Account credentials: your password (stored only as a one-way hash), passkeys and the codes used for two-step sign-in.
Military service and claim details: branch, dates of service, character of discharge, the conditions you are claiming and the status of your claims, as you describe them or document them.
Health information: your conditions, symptoms, medications, treatment history, the forms you complete, the records you upload and what you tell a provider during an evaluation.
Documents: for example a DD-214, VA decision letters, service treatment records, private medical records and lay or buddy statements.
Payment information: we use Square and Afterpay to take payment. Your card number goes directly to them and never reaches our servers; we keep the card brand, the last four digits, a payment token and the record of each charge and refund.
Communications: messages you send in the portal, chat on our site, emails, support tickets and notes of calls with our team.
Information from your VA.gov account, only if you connect it
Section 4 describes exactly what we retrieve, what we do with it and how to stop.
Information from your provider and your care
The notes, findings, opinions and documents your provider produces, and the record of your appointments.
Information collected automatically
Device and connection data: IP address, browser and device type, operating system, language and approximate location derived from the IP address.
Usage data: the pages and screens you open, the actions you take and when, and error reports.
Security logs: sign-in attempts, two-step sign-in events and every time a person opens, downloads or changes a record in your file. We keep this log so that we can answer "who looked at my file" and detect misuse.
Cookies and similar technologies, described in section 7.
Information from other sources
A membership or referral organisation, to confirm that you are entitled to a member rate. We receive the confirmation, not your records with them.
Our payment processors, about the status of a payment, a refund or a dispute.
Identity verification services, where a service or the law requires us to confirm who you are.
Information about other people
Medical and service records often describe other people: a family history, genetic information, a spouse's or a child's details, a fellow service member in a statement. Sharing it with us can affect them as well as you. We protect it exactly as we protect yours, use it only for your own case, and ask you to share only what the service needs.
3. How we use your information
To provide the Services: match you with a provider licensed in your state, schedule and conduct your evaluation, review your records and write, review and deliver your documents.
To process payments, refunds, member rates and disputes, and to keep the financial records the law requires.
To communicate with you about your case: appointment confirmations and reminders, to-dos, messages from your care team and notice that a document is ready.
To support you when you contact us, and to keep a record of that support.
To secure and improve the Services: authenticate you, prevent fraud and abuse, investigate security incidents, fix defects, and understand how the Services are used.
To send marketing messages, only with your consent and always with a way to opt out (section 13).
To comply with the law, respond to lawful requests and enforce our Terms of Service.
For any other purpose we describe when we collect the information, or with your separate authorisation.
Automated tools and artificial intelligence
We use software, including AI-assisted tools, to organise and index records, to draft summaries and to pre-fill forms for your provider. Every clinical finding, opinion and document is made and signed by a licensed clinician; no decision about your care or your evidence is made by automated means alone. Vendors that process health information for us may use it only to provide that service to us, under a business associate agreement, and never for their own purposes.
De-identified information
We may use information from which your identity has been removed under the HIPAA de-identification standard to measure quality, improve the Services and report on them. De-identified information is never re-identified.
4. If you connect your VA.gov account
Connecting your VA.gov account is optional. Every service we offer can be completed without it; it saves you from finding and uploading records by hand. If you choose to connect, you sign in on VA's own pages (through Login.gov or ID.me) and VA asks you which categories of information to share with Telemedica. We request only the categories needed for the service you ordered.
What we can retrieve, with your authorisation
Your verified identity and service history: name, branch, dates of service and character of discharge.
Your disability rating and the status of your claims and appeals.
Your VA health records, if you authorise that category: conditions, medications, allergies, immunisations, laboratory results, vital signs and the clinical notes VA makes available through its API.
What we do with it
We place the information in your Telemedica file, where your provider reads it to prepare the evaluation and the evidence you asked for, and where you can read it too.
We use it to confirm eligibility for a service, to pre-fill your forms and to avoid asking you for records VA already holds.
We never sell information from VA, never use it for advertising or marketing, never share it with anyone other than your provider and the vendors that process it for us under contract, and never send anything to VA or to anyone else on your behalf unless you ask us to in writing.
We do not combine information from VA with information about other people, and we do not use it to build profiles for any purpose other than your own case.
How to stop
Disconnect at any time, in your portal account settings or at VA.gov (Profile, then Connected apps). Disconnecting takes effect immediately: we can retrieve nothing further, and the access credentials VA issued to us are deleted.
Information already placed in your file stays there so that your provider's work remains complete and traceable. You can ask us to delete it (section 9). We delete everything that is not part of a medical record a provider has already relied on; that record is kept for the retention period the law requires, as any medical record is.
Your VA.gov account, Login.gov and ID.me are governed by their own terms and privacy policies. Telemedica is not VA and cannot change anything in your VA records.
How it is protected
The access credentials VA issues to us are stored encrypted, used only to retrieve the categories you authorised, and deleted when you disconnect or when they expire. The information retrieved is stored and protected exactly as the rest of your file (section 8), and every access to it is logged.
6. Health information and HIPAA
Your health information is protected health information. We and the providers who use our platform use and disclose it only as HIPAA and state law permit: for your treatment (the evaluation), for payment, for health care operations, with your written authorisation, or where the law requires. We use the minimum necessary for each purpose. Our Notice of Privacy Practices, published at /hipaa-notice, describes these uses and your rights in full, including your right to a copy of your records, to an amendment, to an accounting of disclosures and to complain to us or to the U.S. Department of Health and Human Services without retaliation.
Mental health information, and information about substance use or sexually transmitted conditions, receives any additional protection your state's law gives it. We do not release it beyond what is in the evaluation you ordered without your written authorisation.
7. Cookies and similar technologies
The portal and the apps use only the cookies and storage necessary to keep you signed in, protect your session against forgery and remember your preferences. No third-party tracking runs inside the portal.
The marketing site at telemedica.com may use analytics cookies, to understand which pages are read, and advertising cookies, to measure our advertising. A banner lets you accept or decline them, and you can change your mind at any time from the site's footer.
We honour the Global Privacy Control signal from your browser on the marketing site as an opt-out of advertising cookies.
You can also block or delete cookies in your browser; the portal will not work without its sign-in cookie.
8. How we protect your information
Encryption: every connection uses TLS, and your records, documents and backups are encrypted at rest.
Hosting: in Microsoft Azure data centres in the United States, with the physical, network and operational controls of that service.
Access: each member of staff and each provider holds a named set of permissions, granted for their role, and can see only the records their work reaches. Staff sign in with two-step verification or a passkey.
Accountability: every time a person opens, downloads, changes or shares a record in your file, it is written to an audit log that is kept and reviewed.
Vendors: every vendor that handles health information signs a business associate agreement and is held to the same standard.
Practice: secure development and testing, regular review of who holds access, and privacy and security training for the people who work with your records.
No method of transmission or storage is completely secure. If a breach of your unsecured health information occurs, we will notify you without unreasonable delay and in no case later than 60 days after we discover it, as HIPAA and state breach-notification laws require, and we will tell you what happened, what information was involved and what you can do.
9. How long we keep information, and how to delete it
Account and contact information: for as long as your account is open, and then until you ask us to delete it.
A dormant account: if you have not signed in and have no open service for 24 months, we email you; if we hear nothing within 60 days we close the account and delete or de-identify everything that is not subject to a legal retention duty, including information shared from VA, exactly as if you had asked us to.
Medical records: the notes, findings and documents a provider makes, and the records they relied on, are medical records. They are kept for the period the law requires providers to keep them: at least seven years after the last service in most states, and longer where a state requires it.
Payment records: seven years after the transaction, for tax and accounting law.
Audit and security logs: six years, as HIPAA requires for the documentation of safeguards.
Messages, support tickets and marketing records: until you ask us to delete them, and in any case no longer than needed for the purpose they were collected for.
Deleting your account and your information
You can delete your account from your portal account settings, or by emailing customerservice@telemedica.com from the address on your account. We confirm your identity, then within 30 days we delete or permanently de-identify everything that is not subject to a legal retention duty, disconnect your VA.gov account if it is connected, and tell you what we kept, why and for how long. Backups are overwritten on a rolling schedule and are never used to restore information you asked us to delete.
10. Your choices and your rights
Wherever you live, you can:
Access: see the information we hold about you, and get a copy of your records and documents in a portable form.
Correct: ask us to fix information that is wrong or incomplete.
Delete: ask us to delete your information (section 9).
Disconnect: withdraw the VA.gov connection at any time (section 4).
Opt out of marketing: with the unsubscribe link in any marketing email, by replying STOP to a text, or in your account settings. Messages about your case continue, because they are part of the service.
Object or restrict: ask us to limit how we use your information, for example not to contact you by a particular method.
Withdraw consent: where our use rests on your consent, withdraw it; this does not affect what was done before.
If you live in a state with a comprehensive privacy law (for example California, Colorado, Connecticut, Texas, Virginia and others), those rights are also yours under that law, together with the right to appeal our decision on a request and the right not to be discriminated against for exercising a right. We do not sell personal information and we do not use it for targeted advertising or profiling with legal or similarly significant effects, so there is nothing to opt out of on those counts. Residents of Washington and Nevada: this policy is also our consumer health data privacy policy.
California residents: the categories of personal information we collect are identifiers, customer records, protected classifications (veteran status and disability), commercial information, internet activity, approximate geolocation, professional and employment information (military service) and medical information, from the sources and for the purposes in sections 2 and 3. We have not sold personal information. You may make a request through an authorised agent, and we may ask the agent for proof of authority.
How to make a request
Use your portal account settings, or email customerservice@telemedica.com with the subject "Privacy request". We will confirm your identity (for example by replying to the email on your account) and answer within 45 days, or tell you why we need up to 45 days more. If we decline all or part of a request, we will say why and how to appeal; reply to our decision to appeal, and we will answer the appeal within 45 days. You may also contact your state attorney general. Your HIPAA rights to your medical records are described in our Notice of Privacy Practices and are answered within 30 days.
11. Children
The Services are for adults aged 18 and over. We do not knowingly collect personal information from anyone under 18. If you believe a child has given us information, contact us and we will delete it.
12. Where we operate
We serve veterans in the United States, and we store and process information in the United States. If you use the Services from outside the United States, your information is transferred to and processed in the United States, where privacy laws may differ from those where you live.
13. Marketing emails and text messages
We send marketing email only if you asked for it, for example by ticking the box when you created your account or subscribing on our site. Every marketing email has an unsubscribe link, and we act on it at once.
We send text messages only if you opted in. Message and data rates may apply; reply STOP to stop and HELP for help. Appointment reminders are sent by text only when you chose that.
We never put health information in a marketing message, and we never share your contact details with another company for its own marketing.
14. Changes to this policy
When we change this policy we post the new version here with a new effective date. If a change materially reduces your rights or changes how we use information already collected, we will tell you by email or by a notice in the portal at least 30 days before it takes effect, where the law allows. Earlier versions are available on request.
15. How to contact us or complain
Email: customerservice@telemedica.com
Help desk: https://help.telemedica.com/
Mail: the company address published on the Contact page of telemedica.com.
If you believe your privacy rights have been violated, you may also complain to the U.S. Department of Health and Human Services, Office for Civil Rights (www.hhs.gov/ocr), or to your state attorney general. We will never retaliate against you for making a complaint.