Legal

Privacy Policy

Effective Date: June 13, 2026 | Last Updated: June 13, 2026

OrthoServe Custom Orthotics Lab ("OrthoServe," "we," "us," or "our") is committed to protecting the privacy and security of the personal information entrusted to us by our clients, patients, healthcare providers, and website visitors. This Privacy Policy describes how we collect, use, disclose, and safeguard your information in compliance with the New York SHIELD Act (Stop Hacks and Improve Electronic Data Security Act), applicable federal laws, and industry best practices.

1. Who We Are

OrthoServe is a DMEPOS (Durable Medical Equipment, Prosthetics, Orthotics, and Supplies) laboratory located at 2603 Webster Ave, Bronx, NY 10458. We fabricate custom orthotic and prosthetic devices for healthcare providers, podiatry clinics, orthopedic practices, physical therapists, and individual patients throughout the tri-state area.

2. Information We Collect

We collect the following categories of personal information:

a) Information You Provide Directly

Full name, mailing address, email address, and phone number
Practice or company name, NPI number, and billing information (for provider accounts)
Prescription details, clinical notes, casting data, and health information necessary to fabricate your device
Payment information (processed securely through third-party payment processors — we do not store full card numbers)
Communications and correspondence you send to us

b) Information Collected Automatically

IP address, browser type, device type, and operating system
Pages visited, time spent, and referral source via cookies and analytics tools
Geographic location data (city/region level only)

c) Information from Third Parties

Referral information from healthcare providers submitting orders on your behalf
Insurance or billing information from authorized payers

3. How We Use Your Information

We use your personal information for the following purposes:

To fabricate, process, and deliver your custom orthotic or prosthetic device
To manage wholesale provider accounts and process B2B orders
To communicate order status, shipping updates, and service notifications
To respond to inquiries and provide customer support
To process payments and maintain financial records
To comply with legal, regulatory, and Medicare/Medicaid billing requirements
To improve our website, services, and product offerings
To send relevant clinical updates or product announcements (with your consent; you may opt out at any time)

We do not sell, rent, or trade your personal information to third parties for their marketing purposes.

4. Health and Medical Information

OrthoServe handles health-related information — including clinical prescriptions, diagnosis codes (L-codes), casting measurements, and patient data — with the highest level of confidentiality. This information is:

Used solely for the purpose of fabricating the prescribed device
Accessible only to authorized fabrication and clinical staff on a need-to-know basis
Never shared with third parties except as required to complete the order (e.g., shipping carriers) or as required by law
Stored securely with access controls and audit trails

If you are a covered entity under HIPAA, please note that OrthoServe may operate as a Business Associate in certain arrangements. Please contact us to discuss a Business Associate Agreement (BAA) if applicable to your practice.

5. Cookies and Tracking Technologies

Our website uses cookies and similar tracking technologies to enhance your experience and analyze site traffic. These include:

Essential cookies: Required for the website to function properly
Analytics cookies: Help us understand how visitors interact with our site (e.g., Google Analytics)
Preference cookies: Remember your settings and preferences

You may control or disable cookies through your browser settings. Disabling essential cookies may affect site functionality. We honor browser-based "Do Not Track" signals to the extent technically feasible.

6. Data Sharing and Disclosure

We may share your personal information with:

Service providers: Third-party vendors who assist with payment processing, shipping, website hosting, and analytics — bound by confidentiality agreements
Healthcare providers: The prescribing clinician or practice who submitted your order
Insurance and billing: Payers, Medicare/Medicaid, or insurance companies as required for billing and reimbursement
Legal authorities: When required by law, court order, or to protect the rights and safety of OrthoServe, our staff, or the public
Business transfers: In the event of a merger, acquisition, or asset sale, personal information may be transferred as a business asset

We will never disclose your health information to employers, data brokers, or unrelated third parties without your explicit written consent.

7. Data Security — New York SHIELD Act Compliance

In compliance with the New York Stop Hacks and Improve Electronic Data Security (SHIELD) Act, OrthoServe maintains a comprehensive data security program that includes:

Technical safeguards: SSL/TLS encryption for data in transit, access controls, password policies, and regular security updates
Physical safeguards: Secured facility access, locked storage for physical records, and clean desk policies
Administrative safeguards: Staff training, data handling procedures, vendor management, and incident response protocols
Breach notification: In the event of a data breach affecting New York residents, we will notify affected individuals and the New York Attorney General as required by law

While we implement industry-standard security measures, no method of electronic transmission or storage is 100% secure. We encourage you to take steps to protect your own information as well.

8. Data Retention

We retain your personal information for as long as necessary to:

Fulfill the purpose for which it was collected
Comply with applicable legal, tax, and regulatory requirements
Resolve disputes and enforce agreements

Medical and order records are generally retained for a minimum of seven (7) years in accordance with New York State healthcare record-keeping requirements. Financial records are retained for a minimum of six (6) years per New York tax law.

9. Your Rights as a New York Resident

Under New York law and applicable federal regulations, you have the following rights regarding your personal information:

Right to Access: Request a copy of the personal information we hold about you
Right to Correction: Request correction of inaccurate or incomplete information
Right to Deletion: Request deletion of your personal information, subject to legal retention requirements
Right to Opt Out: Opt out of marketing communications at any time by clicking "unsubscribe" in any email or contacting us directly
Right to Portability: Request your information in a portable, machine-readable format where technically feasible
Right to Non-Discrimination: We will not discriminate against you for exercising any of these rights

To exercise any of these rights, contact us using the information in Section 13 below. We will respond to verified requests within 45 days.

10. Third-Party Services

Our website and operations may use third-party services including:

Google Analytics — website traffic analysis (governed by Google's Privacy Policy)
Payment processors — PCI-DSS compliant payment handling
Hostinger — website hosting infrastructure
Email service providers — for transactional and marketing emails

We are not responsible for the privacy practices of third-party services. We encourage you to review their respective privacy policies.

11. Children's Privacy

Our website is not directed to individuals under the age of 13. We do not knowingly collect personal information from children. If a parent or guardian believes we have inadvertently collected information from a child under 13, please contact us immediately and we will take prompt action to delete such information.

For pediatric orthotic patients, all orders are submitted through and consented to by a parent, legal guardian, or authorized healthcare provider.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or applicable law. We will post the updated policy on this page with a revised effective date. For material changes, we will provide additional notice (such as an email notification or a prominent website notice). Your continued use of our services after any changes constitutes acceptance of the updated policy.

13. Contact Us

For privacy-related questions, requests, or concerns — including requests to exercise your privacy rights — please contact us:

OrthoServe Custom Orthotics Lab
2603 Webster Ave, Bronx, NY 10458
(718) 618-7503
support@orthoserveny.com
Monday–Friday: 9:00 AM – 5:00 PM EST

Mon – Wed	9:00–5:00 PM
Thursday	9:00–5:00 PM
Friday	9:00–4:00 PM
Sat – Sun	Closed